Solutionreach

This company promised us a price lock for life if we signed a contract within so many hours of the demonstration. The product worked well, so we took them up on that offer. Now we receive an email less than 30 days from renewal saying our monthly fee will be $41 higher per month. I spend WEEKS attempting to get a call back. I finally received one 2 days before my contract "automatically" renews saying too bad, so sad. The rep even said, yes, they do use a locked rate for life as a selling point. Unfortunate, they had to go back on their word. Now I'm stuck for another year because they drug their feet and didn't return my call in a timely manner.

We were clients for 7 years, the first time we had a problem everything broke down. There was little to no response for help. It took 2 weeks to get a response and that happened only because we stopped paying. It took almost 3 months with no service for tech support to fix the issues. Representatives disappeared through the repair process, claiming they didn't receive our emails and/or phone calls. Accounting wouldn't give credits for the months of down time unless we paid for those months of no service in advance. Can you imagine? They wanted us to pay them for months of no service so they could credit my account. We even tried to get leadership involved... no interest. They are not interested in partnership with the client. If you're looking to partner with a vendor, look elsewhere. Really not sure why they are still in business, its a poorly run Mom and Pop shop.

Finally gave up and after being good customers for 4 years I've cancelled our 3 medical office accounts. The technical support is worse than non existent. 10 days down, about 24 cumulative hours on the phone(mostly on hold) trying to get this fixed, 3 case managers, 3 supervisors and nothing. When I finally told them to cancel the accounts I get the "Oh we're so sorry" phone call and "let me get our best team working on it". Nope, I wanted the best team 10 days ago. Solutionreach admitted that their current tech support were poorly trained due to covid. Sorry, not an excuse. If you can't service your product properly you can't service my practice. Oh... and they charged our credit card while all this was going on. Stay away, they are not the company they use to be.

When you call to cancel, there is silence, followed by continued billing with poor service. I finally called my credit card company, and they stopped the automatic withdrawals. We were no longer under any contracts. Worst company ever, as they continued to bill us full price, even when we were closed for two months due to COVID-19 shut down. Stay away from this Utah company... they are greed driven!

Ugh! I'm so frustrated with this company right now. We've been clients for over 10 years and they were great when they started out as smilereminder but that's where it ended. I would not recommend this company to anyone!

We have been patient and honestly we should've canceled long ago.

There was a period when the product didn't work for over 3 months!

Then you'll be using a product like (newsletters) then they won't offer it anymore.

Right now our messaging is disabled and of course no one is able to find out why.

Run away from this company

I have called three times to cancel our subscription with SR, and all three times they tell me that their account team is busy and will call me back. I never receive a call back. This is a very unethical and unprofessional business practice.

What good is a reminder system that is constantly down? The sync to your scheduling system will be a constant problem that results in patients not receiving reminders and fewer patients showing up for their appointments. This is the exact opposite reason of why I have a patient reminder system. The support is the poorest of any company I work with. They only know the basics and read from a script. There is zero ability to problem solve and the goal seems to be to just delay. It takes weeks to restore your sync and hours on the phone to convince someone to help you.

We have been working with Solution reach for a few years now and I am not pleased with the product or the customer service. If I have any issues its hard to reach a rep. My patients were not getting any reminders for almost a year. I called solution reach and the response I got was "we have to synch solution reach with your program" I told them that I have been paying for services that I was not getting for almost a year. They refunded 1 month. This is not right. I called several time to see when our contract is over and no one has gotten back to me. I contacted corporate office and haven't received a call back.

This company has me shaking right now. HOLD time (for today) total 60 MINUTES! They have no consideration for your time. I finally just hung up. You're NOT allowed to contact a supervisor by email. You have to wait forever or make an appointment for a different day. If I could give them a -100, I would. Obviously, it's time to switch to a company that knows how to be a good business. CUSTOMER SERVICE IS HORRIBLE. Wait time is forever! I'm done with them. Ugh.

I have been trying to get a configuration problem resolved by SolutionReach since July 27th... and I have yet to have Tech support resolve this issue. They inactivated my account since August 2,2021 (to "work on this issue") and it is August 16,2021. This is the worst customer service I have received in my life, and it is a shame that people are so nonchalant about fixing an issue that is integral to patient communication. Would not recommend to anyone at this point.