Solutionreach, Inc.

Dr***Thank you for reaching out to Solutionreach via the Revdex.com of UtahI have reviewed your message and account and want to work closely with you on a mutually agreeable resolutionConcerning your questions about the contract, I have researched your claims about the IP Address and am happy to
inform you that we do have an IP Address for the contractWe also have an IP Address associated with the Business Associates Agreement that your office signed upon beginning to use Solutionreach. Upon signing up for our services last year, your practice activated services with us within two weeksYou also willingly participated in several trainings on how to optimize Solutionreach for your practiceIt appears you've used our services with success during the last yearI'll have a member of our contracts team reach out to you to discuss how to move forwardWe can also share with you at that time the IP Addresses that we collected upon the contract and BAA being signed.Cheers,Ryan B***VP, Client SuccessSolutionreach

I can understand how the wording you've pointed out would cause some confusion during your cancellation requestWe would be happy to rectify the situation and process your cancellation request, however I must ask you to contact the representative you have been communicating with in order for the cancellation to be finalizedIn turn and as the request is completed, we kindly request you mark this complaint as resolvedThank you

Complaint: ***
I am rejecting this response because:
It is really funny and shocking how nice the language he used in
his response to the Revdex.com while they were very rude to me on the phone and actually
hung up on me before I finish what I wanted to say despite me keeping my language very professional with
them, now they are pretending to be the poor sheep!
We used their services for month and they made tons of money
out of us and they still greedy to make more, we never were satisfied with
their services after the first 6month but we just wanted to keep trying it as
it might work better on the long run (as online services take time to show results)
Some of our patients kept complaining from their services as they
get bombarded with their notifications despite they reply with a YES or NO
While some other (the majority) patients never been contacted at
all
We do not wish to use their services anymore nor interested in
using any competitors to buy them out or whatever! We simply do not see the
need of their basic service and we truly believe and several of my colleagues
believe it is a waste of money.It seems that the market is hitting them so
bad; that's why they are trying to leech on their existing customers as long as
possible
As a respectful business owner, I respected our deals for month
despite our dissatisfaction and now it is the time to stop it, if you are
honest and really conduct a respectful business; stop your services and charges
immediately and don’t threat your customers with fine print hidden in your
contract (I don’t think it will hold at any California court)
I offered to pay an extra month (days notice) which is more
than your days, but you rejected it and you asked for a full amount billing
till the end of the year, you DID NOT offer us any significant discount as you
CLAIMED!!!
Please do not waste our both time any longer and be a respectful
business owner and stop this nonsense, otherwise I think we both will loose
much more on legal arguments and court fees; but as this point it is a matter
of principals to us and we are willing to fight it
Sincerely,
*** ***

Dr***,Thank you for reaching out to Solutionreach via the Revdex.com of UtahI have reviewed your complaint and account, and hope that we can come to a mutually agreed upon resolutionWhile I was not present when you and the Solutionreach sales representative talked about the terms of the agreement,
all of the terms are outlined very clearly on the contract that was signed by your office managerThe contract and accompanying terms of the agreement were emailed to your office email address upon signingYour office successfully activated the Solutionreach services within a week of signing upAnd it appears that you used our services with minimal complaint until nowI am hopeful that we can continue our relationship with you.I want to be reasonable and understanding of your situation, and hope you will provide that same level of respect to us, tooI believe we can work closely to come to a resolutionI will have someone from my contracts team reach out to you directly to discuss our path forward.Best,Ryan B***VP of Client SuccessSolutionreach

Complaint: ***
I am rejecting this response because:
I am rejecting this response because: Mister Z*** it is unfortunate and disappointing that you have elected to twist my words in reference to my response to you. I clearly stated that I was aware of our work with solution reach but was not aware of any contract commitment. I would've never permitted or signed for a long-term commitmentWhy would you misrepresent what I said? I am the only authorized representative able to decide on financial transaction for this practice. My staff members are not authorized to make financial commitments or enter into contracts. That would be like saying they can go purchase a car for the practice? You as well as I know that we have never used solution reach successfully. There is clear evidence revealing this. You as well as I know we were told that YOU solution reach would formulate newsletters. I was present during that particular conversation. You also are aware that solution reach caused multiple issues for my employees along with the massive frustration my patient experienced.I've tried to reach an amicable solution it is clear that you're not interested in doing soNot only did I not sign a long-term contract, solutionreach misrepresented being able to handle an oral surgery practice which is clearly not the caseYou've given me no choice but to pursue further action.
Sincerely,
*** ***

[redacted], Thank you for reaching out to Solutionreach via the Revdex.com of Utah. I am happy to address your concerns and provide a resolution for you. When signing up with Solutionreach in mid-June of 2015, you were given several months of service for free as part of your initial contractual terms (you...

signed a 24 month initial agreement). The expectation was that your practice would activate your services during the initial few weeks of service with Solutionreach. Having contacted your practice many times, we tried to install services, but were informed by your staff of problems with your server. Unfortunately, your services were not immediately activated because of this. During this time you did not pay anything for Solutionreach. According to the terms of your contract, you had 60 days from the start of your agreement to inform Solutionreach of your intent to end your relationship with us. You did not do this until a couple months after the initial 60-day satisfaction period. For this reason, you were in your agreement until now. Having reviewed your account, I can see that your services are still not active - even though we've continued to contact you about activating. That said, we can make an exception to our procedures to cancel your agreement based on the fact that your services are not active yet. Our contracts team will be in touch with you and will end your agreement with us. Thank you, and we wish you the best in your future endeavors. Ryan B[redacted]VP, Client SuccessSolutionreach

Thanks for the reply, Doctor. We will reach out to you directly and will hopefully come to a resolution soon. We will be in touch.Best,Ryan B[redacted]VP, Client SuccessSolutionreach

Complaint: [redacted]
I am rejecting this response because:I am surprised you did not listen to the end of the conversation and how your representative hung up on me while I am still talking to him?!?anyway, we are not interested in your generous!!! "15% discount "of a service that we DO NOT need.the only solution we accept is immediate termination of your online services, stop logging into our computers, delete all our database and patients information and stop sending us any further invoices.otherwise we will go to small claims court or any other specialized court to resolve this the professional way.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the manner in which Solutionreach dealt with this situation. I would be happy to post my appreciation of their resolution in a review if they so desire.
Sincerely,
[redacted]

Ms. [redacted],Thank you for contacting Solutionreach via the Revdex.com. I am happy to address the concerns you have expressed. It is our intent to provide a truthful and accurate representation of the services we offer to all of our customers. My apologies if you feel like your...

interaction with Solutionreach was anything less than truthful. Generally speaking, the process for ending your relationship with Solutionreach during the satisfaction period is straightforward. As you indicated, you contacted Solutionreach via phone to request cancellation of services. In order to complete this transaction, we require written confirmation to verify the intent to cancel. As you noted, your written confirmation was sent to our representative on October 21st. During your conversations with our representative, there was interest shown in Limelight, our online digital scheduler. Per this phone call, it was determined that we would inform you when Limelight became available for the practice management software that your practice uses. In order to use Limelight, you need to be an active Solutionreach customer, which is why there was not an immediate cancellation of your account. We have now cancelled your account. Per our accounting team, we were not able to charge your card for any of the monthly subscription fees. No funds were charged to your card, thus a refund is not applicable. Thank you for allowing me the opportunity to resolve this issue. My best wishes to you and your practice. Kind Regards,Ryan B[redacted]VP, Client SuccessSolutionreach

We have sent a copy of the contract per your request and will contact you shortly to come to a resolution. Thank you.

I apologize for the frustration, Dr. [redacted], and I'm glad you reached out to us through the Revdex.com of Utah in order to make us aware of this so we can fix it.As soon as I had noticed your concern, I reached out to our Client Engagement team to see where things stood and if someone...

had been looking into this. They indicated they had researched the problem and wanted to do whatever is necessary to rectify the situation, including the full refund of costs paid as you had indicated. It seems that they've spoken to you at this point and everything is moving along toward resolution, but I just wanted to reach out here to make sure you were satisfied with everything.Is everything now resolved to your satisfaction, Dr. [redacted]? Thank you,Eric Z[redacted]Customer AdvocateSolutionreach

Thank you for reaching out to us via the Revdex.com of Utah. I have looked into your situation and provided a recap and proposed resolution below.First, I’d like to overview the details I’ve been able to find in researching your account: It appears that in early November, you contacted us with some...

questions about the status of your service agreement. Sam S[redacted] found there was time remaining because of the auto-renewal you’d agreed to and indicated we would be unable to break that agreement, though he did offer some options. You had opted to consider those options, but a few weeks later you called in and spoke with a different representative here and again asked to turn your service off. That representative advised you that he could turn messaging off, but that you would need to speak with Sam regarding the contracted details of the agreement. At that time, you weren’t interested in speaking with Sam. He has since emailed you to ask about coming to some compromise, but your replies have indicated you thought your service agreement had been terminated early.During the time that your services were disabled, it appears as though you thought your agreement was terminated. This was not the case, but I can understand how you may have thought that your agreement was nullified. Since this point, in the times we've tried to reach out to you about your declined CC and to come to a compromise on a path forward, you have acted unprofessionally towards Solutionreach and its employees. While the agreement you willfully agreed to is still intact, we will terminate the agreement based on your actions towards Solutionreach. We will reach out to you again to verify the closure of the account. Thanks,Ryan B[redacted]VP, Solutionreach

Ms. [redacted],
Thank you for reaching out to Solutionreach via the RevDex.com of Utah. It is our intention to provide all of our customers
with an exceptional product that delivers value and with a top-notch customer
service experience. My sincere apologies if you feel like this has...

not been
your experience.
I have investigated your complaint, and have found that our
Client Success team has interacted with you many times over the past 8 months.
I have looked into these interactions to determine whether we were able to provide appropriate answers to the questions
you and/or your team presented to us. There were no outstanding issues that have yet to be resolved, and the answers provided all directly addressed the question at hand. We received from
you a signed addendum in August 2015 that extended your contract with us
through August of 2017, which leads me to believe that you were (at least at
that time) pleased with your relationship with us. If there are other questions or concerns you have, I would be more than happy to assist in a timely resolution. As the Vice President of the Client Success team, I will
reach out to you directly in hopes that we can come to a satisfactory resolution
to your concerns. I will be in touch with you soon.
Best, 
Ryan B[redacted]
VP, Client Success
Solutionreach

Dr. [redacted],I would like to thank you for reaching out to us through the Revdex.com of Utah to let us know about your concerns. I can see that you're frustrated and that there may have been a failure to clearly communicate the details of your cancellation and your terms of service. I've...

done quite a bit of research to see where your accounts with us stand and am happy to clear said confusion up right now.First, each of your two accounts, Kingsley Vision Center and Southern Hills Eye Care, have been completely cancelled as of the end dates on your service agreement. Kingsley had an end date of 06/01/2017 while Southern Hills had an end date of 06/02/2017. As requested, I have attached the two service agreements you had digitally signed so you may review them.I spoke with our accounting team to verify the charges and payments made on the account and can see that the confusion about the end dates on your service agreements may be what is causing your frustrations. All of your charges up through those billed in May have been paid as you had noted, but because your service agreements had terms that went into June and because we always bill one month in arrears for services rendered, that final month on each account remains unpaid. Because your service is cancelled as of the end dates on your service agreements, nothing further will be billed. All you need to do is wrap up those final charges and everything is done.Again, I'm sorry if all of this wasn't clearly communicated to you when you spoke with our representative previously, but it looks like everything you'd requested involving termination of service as of the end of your term has happened and the final charges are exactly as your service agreement had detailed.Regards,Eric Z[redacted]Customer AdvocateSolutionreach

Yes very thing was taking care of Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you so much for your response, Dr. [redacted].I apologize for any negative experience you may have had. I recognize that there were some mistakes with your Healthgrades profile. I handled that personally and you'll recall that as soon as you notified me via the Revdex.com of Utah, I reached out and found the full refund for the service had already been processed and that service had been cancelled. We absolutely want to make everything right by both parties when there's a concern.I'm so sorry again that you had a frustrating experience and felt the need to cancel your service. Difficulty contacting our Client Success team is far from being the average experience. I wish I knew where the confusion had come from as I show multiple attempts on our part to reach out to you and you're indicating multiple attempts on your side. I will continue to research where the problem may have come from so we can continue to improve our customer service in the future and I appreciate you bringing the concern to our attention.As far as the charges, however, in your original message to us here, you mentioned you wanted copies of the service agreements you had made with Solutionreach. I sent those and they indicate the term that had been agreed to and the monthly service fee for that term. As I noted in my previous response, your account has been completely canceled as of the end of that term as you'd requested with us previously. At the time you requested that cancellation, we mentioned the final number of months left to finish the term and this final amount (one month's payment for each of your two accounts) is just the remaining amount that had been agreed to, both in the initial service agreement and at the time of cancelling. I even double checked with our accounting team to make sure we didn't accidentally bill and extra month and that there weren't any mistakes.Thank you again for your time,Eric Z[redacted]Customer AdvocateSolutionreach

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Ms. [redacted], Thank you for reaching out to Solutionreach via the Revdex.com of Utah. I am happy to address your concerns. I have done a thorough review of your account and would like to address a few items you mention in your complaint. But first, some details around our agreement and experience with you:...

·         Your practice originally signed an agreement with Solutionreach on 4/2/15. You agreed to a 31 month term, with the fees for the first 7 months being waived (buyout agreement) ·         Your practice activated your Solutionreach account in a quick manner. We began delivering the promised reminder messages on 4/10/15 ·         Over the next several months, Solutionreach proactively contacted and provided training on our product features to ensure you were comfortable with using it ·         In mid-2015, your practice asked us if you could get a referral bonus for referring 4 other practices to Solutionreach. This is a sign that your practice used and enjoyed Solutionreach ·         In late 2015, we provided a quick resolution to issues surrounding activating providers within SR and resolving issues with the sync running appropriately ·         In early 2016, we provided assistance to your requests about unlinking and linking Facebook for your practice ·         In summer of 2016, you asked to be upgraded to the CareCredit version of SR – another sign that you were utilizing and enjoying SR ·         In Fall of 2016 when your IT team had issues with your server, we were there to assist in reinstalling our program to make sure SR worked appropriately. Based on the history of your account, I think it’s reasonable to say that Solutionreach has delivered services to your practice throughout the life of the agreement (until you recently asked us to disable messages from being sent). And knowing that you referred other offices to Solutionreach, it appears that you were satisfied with our services. So, to say that it ‘is not a good fit for your practice’ and that ‘you are not going to pay for services that have not been provided’ would go against what history has shown with your account. When there have been technical glitches or problems, we’ve been easy to contact and have provided a quick resolution. Now then, I understand that the reason you want to get out of the remaining months of your agreement is because you’ve recently signed up with one of our competitors. Since there has not been a breach of the agreement, and as has been offered to you already, we are more than willing to negotiate a buyout of the remainder of the terms of the agreement. We have offered a significant discount to you if you choose to buyout the remainder of your term. Additionally, we are also willing to cancel the remainder of the agreement if you would be willing to pay for part of the initial 7 months of service  you received for free. I will have a member of my contracts team be in touch with you about these options. We’re willing to meet you in the middle and end our business relationship on amicable and fair terms.Best,Ryan *. B[redacted]Vice President, Client SuccessSolutionreach

Complaint: [redacted]
I am rejecting this response because:  Solution Reach has horrible customer service!  During this whole ordeal, they were ONLY interested in collecting their money!  Never once did they contact me to ask why I wanted to cancel their services.  Anytime I was able to contact someone by telephone, chat, or email they told me different things.  The first time I called, I never was able to speak to a live person, just recordings.  They never returned my calls. Finally I was able to talk to someone via a chat window on their website.  I was told via this chat that I could only cancel their services by sending a written request to a specific email address.  I did as I was directed, and got no response from them at all.  I canceled my credit card to stop the automatic billing, I was then told that I needed to pay for 3 more months to satisfy my two-year obligation, so I sent a check for $1,137 from each office. They told my staff they only accept credit cards or automatic bank drafts.  I thought we were done, but they continued to send more bills, and still no response from them.  The ONLY way I was able to get any kind of response from them was when I complained to the Revdex.com, they have never contacted me directly.  Now they say I owe one more month to satisfy the two-year commitment.  Recently I was asked by a colleague how we liked Solution Reach as they were thinking of signing up.  I told him about my experience with them and he said he was glad that he asked me before they signed up!
Sincerely,
[redacted]