Solutionreach

If we can give them 0 star, we would. We have been loyal client of Solution Reach for about 5 years and everything was smooth sailing so we didn't have to call them since whoever picks up the phone seemed to just be operators and always need someone to call us back. December 2021, our online appointment scheduler stopped working and it was a complete nightmare trying to get them to fix it (and it was never fixed). It took a lot of phone calls going back and forth because they kept saying the case manager would call back but never did so we had to keep following up with them (when it should've been the other way around). They even promise twice that the case manager would call us and the manager never did. How do you drop the ball twice? They keep saying that it's our Open dental software's problem so I had to connect them to our dental software support and pay $150 support fee and our Open dental software support said it is not their software's problem. After 4 month of their complete incompetence and inability to fix their basic online scheduling, we gave up. Another month went by and now their reviews invitation fuction doesn't work either! Called them and they do the same roundabouts of how their "engineers" will work on it and more than a month went by with no word from them. At this point, we are stuck in the contract and just waiting for it to end this September. They have really gone down the tubes with their lack of basic computer competency and responsiveness. They can't even fix their main features which is online scheduling and review invitations. It almost felt like they are scammers with empty shell of the Solution Reach company. Please stay away from this company. You will thank me for the warning.

I have been with my office almost a year and today I received a call asking how their service was, they asked for a previous employee that had been let go well over a year ago. I asked what type of business they had and asked why they were calling. They advised me that we were "active" and that that is all she could tell me. I asked if we had been getting charged and she said she did not know. The representative directed me to calling their account representative because all she could see is that someone had reached out to us in July of 2016. Once I was able to speak with a representative I encountered a rep that was short and seemed annoyed that I was asking questions. She finally told me if I had more questions she could transfer me to another rep. After being on hold for a good 15-20 minutes someone came on the phone by the name of Cole. He advised me that he had a request to close out the account back in July of 2016 they just had not done it. I asked if it could be shut down since they had not done it when requested and supposedly we were active but no one cared to reach out to their customer in over a year. This business seems horrible. I am glad they called today and that I was finally able to discontinue the contract. It is ridiculous to think that they can have you active for over a year and not service your account. They have poor customer service that acts like whomever calls is a bother. Horrible service and I only had to deal with them once over the phone. I am very big on reviews and I HAD to write one to let other's know.

Big mistake, my office staff unknowingly signed a 3 years contract for both of my offices. Then one day my less busy office relocated to a new location and the software mis-informed to all of my patients that both locations have moved to the new place!
We called and tried to rectify the error but it repeated the mistake again! No apologies or monetary compensation from their parts.
I lost countless of patients and revenues as a result. Loyalty patients called my office and asked me if both my locations were moved and we had to let them know the mistakes. Many patients simply looked for another practice and not coming back. I paid these people to increase my patients and not ruining my practice.
I couldn't get out of the contact and had to wait until they expired.
They wouldn't even lower their monthly fees even I was a member of a buying group which would saved me $200 per month. I was paying almost $800 for both offices monthly.
They just sucked you in their nasty contracts and wouldn't let go of me. It's horrible to do business with it's because they have the worst customer service.
I would Never going back to them.

We have been using SolutionReach since January 2012, and while it hasn't been perfect, it's been as close to perfect as perfect can get. We have saved endless hours with their automated messaging and recalls. We were able to have patient come back and see us who hadn't come in in over a decade. We had added their new features as they have become available. We use SR Communications with great success. Our patients love that they can text us to ask questions/schedule appointments. In this day and age, if you can't text to communicate with your patients, you're behind the ball. We haven't used their SR Schedule (because we use one directly from our PMS) but we have heard good things. I see that others have had issues with their customer support, and I can say that over the last six years we haven't had significant issues like that. There have been times when they have called us to let us know SR is not syncing and to have a look. All problems have been able to be resolved within a day. SR is constantly issuing Webinars and posting to their engagement platform to make sure we know any and all updates and features available. We have more than 400 positive reviews published thanks to them. We look forward to many more years of success with SR.

So, I took over as office manager on 1/1/18 that was in contract with Solution Reach, have not used them in the past. I was immediately unhappy with the service. The previous reviews are right, you cannot EVER speak to anyone on the phone when you need help. The chat for help takes FOREVER, and they are NOT helpful. I have asked a representative to help me design a flyer for a whitening special, he removed into my desktop, and proceeded to sit there and watch me struggle for over an hour designing it and did not help at all. I found out that we were being charged extra per month for 9 months for a chat capability with our patients, that we were never trained on, and never used. I immediately cancelled that feature, only to open an invoice last week, and there was the charge again! I requested a copy of our contract to be sent over, and inquired as to when our contract would be up. I was told our contract was up 7/16/18 and they emailed over a copy of the contract. I chose another company immediately and gave 2 weeks written notice to them that we would not be renewing our contract. I received an email from them stating that an additional contract had been found committing us to them for another year! The email also stated that if we did not honor this additional contract we would be charged 80% of $3887. 00. He did say that he would accept $1200 due to the fact that the additional contract was not sent over with the original. The addendum to the contract he sent over has an electronic signature on it, Dr did NOT sign it and had no knowledge of it!
The whole situation is very shady, I would definitively NOT recommend this company to anyone

Costumer service sucks! Impossible to get a hold on to anyone! Worse yet, they don't even have a phone number to call! If you need anything resolved, you need to go to their wesite, type in your username, type in your password, log in, find the page for support, find a page for the chat support, wait however many minutes it takes for someone to show up on the chat, then you have to identify yourself, give your name, number, name of your office, then you have to request for a phone call, then you have to wait for a phone call, then you have to talk about any problems you may be having with the software (and believe me, you'll have plenty...!), then the guy you just spent 15 minutes explaining your problem over the phone is going to tell you something like: "I just answer phones, I need to transfer you to a technician who can help...", then you have to be on hold again for so long that you can even write a long review such as this one as you wait for them to pick it up (I'm literaly writing this as I'm on hold for them...), then you have to explain your problem all over again, hoping it would be solved by that person at the first time they try, and then pray to GOD it never happens again (which, it will), so you dont have to call these guys ever again! Not productive at all! And they though that changing to chat-only support would be a good idea...! Tsssss... Very disapointing, SR!