Solutionreach, Inc.

Dr. [redacted], Thank you for reaching out to Solutionreach via the Revdex.com of Utah. Looking into your account, I noticed that you are currently in communication with a member of our contracts team about your account. I would be happy to briefly address your concern in this forum, and will continue to ask...

our contracts team to be in touch with you about a resolution we have prepared for you. Concerning your complaint: Misrepresentation of services, including signing a two-year agreement: We have on-file a copy of the Service Agreement that has your electronic signature, timestamped at 11:34am on 7/21/15. This agreement also includes the IP Address from which it was electronically signed. Our contracts team has provided you with a copy of the agreement as you requested. Our records also show that you activated services within a week after signing your contract. Our records indicate that you also knowingly entered into an agreement (and subsequently activated) services with Solutionreach to use Healthgrades. Our records indicate that this service was activated while speaking with you over the phone on 1/16/2016. Now then, I realize you are requesting cancellation of your contract and do not wish to continue using Solutionreach services. We have noted your request and are in the process of resolving this concern. If there are other items you feel were misrepresented, please provide the details and I will be happy to address them. By no means is it our intent to mislead customers, and I'll work to ensure any miscommunication is corrected. Refusal to uninstall and terminate service: When a Solutionreach customer requests cancellation of their agreement, we note the intent to cancel, but do not cancel the agreement until the end of the agreement terms. This is in accordance with the agreed upon (and signed) contract. Customers who request cancellation of the agreement can continue to use Solutionreach services until the end of the agreed upon terms, at which time the agreement would be terminated. Also, at the request of the customer we will deactivate messaging or uninstall programs, given that the customer does not want to use Solutionreach once a cancel request has been submitted. We have noted your request and will not renew your services. Additionally, we will work closely with you on the remaining term of the agreement to provide solutions that are acceptable to both Solutionreach and your practice. A member of our contracts team will be in touch with you to provide the resolution.  Thank you, and we wish you the best of luck in your future endeavors.Ryan B[redacted]VP, Client SuccessSolutionreach

Thank you for reaching out to us through the Revdex.com of Utah, [redacted]. I'm sorry you've had some frustration and I'd like to work to clear them up.First, I wanted to address what seems to be your most immediate concern: the existence of the Solutionreach microsite, containing the...

reviews we had gathered from your patients on your behalf. Per your request it has been removed; in fact, my records indicate it had been taken down prior to the filing of this Revdex.com complaint. If you had requested it be taken down when you cancelled, however, it should have been handled at that time. I'm sorry you had to call a second time to get that finalized.You mentioned a free trial and I'd like to clear up some confusion there: Solutionreach doesn't offer a free trial for our platform, but instead has a satisfaction guarantee period during which you can use the software. If you find yourself dissatisfied for any reason, you can cancel the service during that time frame and aren't held to any term of service you may have agreed to. Just to be safe, I looked at the service agreement you'd signed to make sure I wasn't making assumptions. There was no "free trial" for the core Solutionreach platform on there. You did have a 90-day trial of one of our other products: Limelight, the online scheduling tool for your patients. Again, you have my apologies for any confusion if those two things were conflated, but the service agreement correctly indicated these details.Finally, I'd like to address your concerns regarding hold times to reach our Client Success team. Historically, we have had nearly no wait to reach a representative, but circumstances did cause some problems with that over part of the summer. We've worked hard to address that and reduce those times, but the period when you were a customer is when that would have been at its worst. I'm truly sorry that caused problems for you. Were that not the case, we would have been able to address your concerns more quickly and might still have you as a customer.Hopefully this addresses your frustrations. Again, I'm sorry for the difficulties you experienced.Thank you,Eric Z[redacted]Customer AdvocateSolutionreach

Complaint: [redacted]
I am rejecting this response because:
Complaint unresolved.  I want the $750 this company took from me!
[redacted]

Complaint: [redacted]
I am rejecting this response because:Every time I've contacted the company I was treated rudely and told I didn't have any room to complain because I wasn't "taking full advantage" of their products.  Their product isn't working for my business and I just want the contract terminated.  Talking on the phone to them any further and being told how incorrect my complaints are is not productive use of my time at this point.  They are unwilling to listen to any complaints.
Sincerely,
[redacted]

Dear Dr. T[redacted],Thank you for communicating with us via the Revdex.com. I have reviewed your account history and can see that our support team has proactively reached out to you numerous times to attempt to resolve the issue affecting your account. Specifically, our team has placed calls or sent emails...

to you or members of your staff on the following dates (please excuse any misspellings):5/18 - email5/18 - call (Elisa)5/22 - call (Caroline)5/26 - call (Holly)5/27 - call (Katie)5/28 - call (Holly)6/4 - call (voicemail)6/5 - call (Catherine)6/8 - call (Lois)6/9 - call (left message with reception)6/10 - call (voicemail)6/11 - call (no answer)6/18 - call (left message with reception)In most cases, we have been asked to call back another time, but fortunately your staff was able to help us connect to your software on at least one occasion so we could attempt to resolve the issue. Unfortunately, as you know, we were not successful. Given the circumstances and due to the apparent technical and logistical nature of the problem, I am authorizing an early termination of your agreement, as you have requested. I will ask my team to reach out to you to finalize the termination as soon as possible.It is our goal to always provide an excellent product and stellar service, so I am disappointed that your experience was not to par. I want to thank you for your cooperation as we have attempted to resolve the issue, even though we were unsuccessful.We have appreciated your business in the past and hope to be able to work with you again someday, if possible. For now, we wish you and your practice much success in the future. If you have any questions or concerns, please do not hesitate to contact me directly.Kind regards,Thomas S[redacted]VP of Client SuccessSolutionreachT: [redacted] ext [redacted]F: [redacted]

SolutionReach has not violated any laws and has work with us to resolve the matter to our satisfaction.

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 contacting Solutionreach via the Revdex.com of Utah.
I have investigated your situation and hope that we can work together to find a satisfactory resolution. But first, I’d like to address one of the points
you addressed in your message. You mention that you “never used any of...

[Solutionreach’s]
programs and there was no contact whatsoever between us and them…”. As I researched
your account, I found this statement to be untrue. Several days after signing your
services agreement with Solutionreach, you activated your Solutionreach account.
This means that we began messaging your patients on your behalf. You also had
complete access to the entire suite of Solutionreach services from this day. You also completed one-on-one trainings about the Solutionreach platform with members of our Client Success team. You
benefited from these services for several months.
As with all our clients, you had a 60-day satisfaction
period. During this satisfaction period, you had the opportunity to opt out of
Solutionreach services at any time for any reason. Your satisfaction period
ended in mid-December. It was not until early 2016 that you determined that you
would like to stop using Solutionreach, which was outside of your satisfaction
period. Since then, we have been in communication with you about your agreement,
and have offered a resolution to you. I will have a member of our Client
Engagement team reach out to you again to determine how to best move forward.
Best,Ryan B[redacted]VP, Client SuccessSolutionreach

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]

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 for bringing this to our attention. We are very sorry for this misunderstanding. We realize one of our representatives miscommunicated your contract information, informing you your contract had ended, when in fact it had not. This information was relied upon in order to move forward and...

make a decision with another service. We can understand how this would be frustrating. We are more than happy to honor your request and get you refunded as soon as possible. After 18 years of business, we hardly ever see a situation like this, however we recognize the need to own our mistakes and improve our processes. We've reached out to your office a few times this week and will continue to do so in order to discuss the details of your refund. Again, we apologize for the frustration this has caused. Sincerely, Addison R[redacted]Customer Advocate

Thank you for submitting your grievance to the Revdex.com, we’re sorry to hear we’re losing your business. We’re happy to work with you and come to a reasonable resolution. I think there is some confusion regarding the law. Let me try and help clarify. Utah Code 15-10-101 et seq requires specific notice to...

be given prior to automatic renewal of “service contracts” (defined as contracts for service, maintenance, or repair in connection with real property). This law does not apply in this case, as: (1) it applies only to “service, maintenance, or repair” contracts related to real property, not software license agreements; and (2) it applies to real property service contracts entered into with “consumers” not businesses.  Even though auto-renewals are perfectly legal in Utah (and elsewhere) for our types of contracts, and we are not required to make any special efforts around them, we actually made a very deliberate effort to ensure your office was aware of this. In fact, we make our renewal clause clear and conspicuous by requiring our customers to check a box indicating that they agree to the automatic renewal terms before they are permitted to sign and submit the contract. They are also emailed a copy of the agreement after signing.  Your office was made aware of the automatic renewal when upon entering into the agreement, and it is fully compliant with Utah law. I understand you’ve been working with a representative named John, but I’d like to give you a call and come to an agreement.

[redacted],
Thank you for contacting Solutionreach via the Revdex.com of Utah.
It is not the intent of Solutionreach to misrepresent in any way our business
relationship with you, the terms of our agreement, or services we provide. My sincerest apologies if you felt like the
Healthgrades contract process...

was unclear. I am happy to report that I’ve
investigated the situation, and have a resolution that I believe you will be
satisfied with. I will have a member of the Client Success management team
reach out to you and provide the details of the resolution. My best wishes of
continued success for you and your practice.
Best,Ryan B[redacted]VP, Client SuccessSolutionreach

Dear [redacted],Thank you for contacting Solutionreach via the Revdex.com of Utah. I would be happy to assist you with your complaint.Normally, cancellation is a very simple process as long as we have received notice in writing before the end of the applicable satisfaction guarantee period....

I will investigate the circumstances surrounding your cancel request when I return to the office next week after the holiday. I apologize if your written request was submitted as required (in writing, within the allotted time), but was not honored for some reason. If that is what happened, I will make sure to remedy the situation immediately.Also, if you initially called by phone to cancel within the applicable satisfaction guarantee period, and were then offered additional time to try the service, I will make sure your account is still cancelled as if you provided notice in writing at the time of your call. It seems reasonable to honor that cancel request date, given that you agreed at that time to continue trying the service for a bit longer. Our goal is to provide our customers with a valuable solution that meets their needs and that they want to keep for a long time, but sometimes it's not a good fit, which is why we offer a satisfaction guarantee period. If my investigation confirms the events as you described them, then I believe this matter will be resolved very quickly.I will reach out to you again and let you know what I learn from my investigation by the end of next week.If you have any questions or concerns, do not hesitate to contact me directly.Kind regards,Thomas S[redacted]VP, Client SuccessSolutionreach, Inc.[redacted]@solutionreach.com###-###-####

Ms. [redacted],Thank you for the response.The service agreement you signed with Solutionreach clearly outlined the details of both the initial term and the renewal terms of the agreement. In your communications here, through the Revdex.com of Utah, you continually state that the agreement was renewed without your signature, but that is untrue. That said, even though you had signed said agreement when you started your service with us indicating your approval of that renewal, my previous message to you indicated we would make an exception and terminate that agreement because of your actions toward Solutionreach.We will move forward with terminating the agreement and will be in touch with you about the details.Thanks,Ryan B[redacted]VP, Solutionreach

Thank you for reaching out to us through the Revdex.com of Utah. I apologize, [redacted], for any confusion that’s arisen regarding the details of your service agreement with us. Solutionreach is careful to place the information regarding both the initial term and the renewal at the forefront of the agreement...

so it’s clear and I can see you had agreed to that when you'd signed. I do think, however, you and I can work together to come to an amicable compromise. I’d like to speak with you to better understand the details around this, so I’ll be reaching out to you tomorrow so we can work this out. Thank you and I’ll speak with you then, Eric Z[redacted] Customer Advocate

Dear Dr. [redacted],Thank you for contacting Solutionreach through the Revdex.com of Utah. As I understand the matter, there have been no service complaints from you. Rather, this is simply a contract dispute arising from our refusal to cancel your Services Agreement early. I...

appreciate the opportunity to respond to your complaint, and would be happy to clarify our cancellation policies and procedures.Generally, our cancellation terms are very simple and straight forward. Our customers may cancel services at any time during their initial 60-day Satisfaction Period and then again at end of each annual renewal term. Cancellations at annual renewal must be provided in writing at least 15 days prior to the renewal date. So long as notice is given, the cancellation is honored without protest. These terms are clearly featured in our Services Agreement and fully comply with Utah law. Although the Services Agreement was emailed to you immediately upon signing up for services, I have attached a copy of your Services Agreement with this response for your review.Just as we intend to honor our obligations under the Services Agreement, we expect our customers to honor theirs. If you no longer wish to use our services, we can certainly disable the account for you, but billing will continue until the end of the current agreement term. I want to point out that we have also offered to release you from the obligation at a substantial discount, but you refused that offer. Lastly, if you are planning to use a competing service, it is common practice in our industry to "buy out" competitor contracts. Therefore, the new service provider you are considering may be willing to offer its services to you free of charge throughout the remainder of your contract obligation with us.I assure you that we do our best to honor our commitments. We hope you are willing to honor yours. Our records show that you demanded we terminate the agreement within 30 days or else you would talk to your attorney friends, stop payment on your credit card, allow the account to go to collections, take us to court, and defame us on social media and with colleagues. I hope that is not the case, as it is our intent to resolve this matter fairly and amicably.We are still willing to work out a fair resolution, if you are willing to continue the dialogue.Kind regards,Thomas S[redacted]VP, Client SuccessSolutionreach, Inc.###-###-####[redacted]@solutionreach.com

Complaint: [redacted]
I am rejecting this response because:All Solution Reach stated was they will look in to the matter.  I have heard this from them many times and they never contact me back.
Sincerely,
[redacted]

Dear Dr. [redacted],Thank you for contacting us through the Revdex.com of Utah. At Solutionreach, we strive to provide a great product and excellent service to our thousands of customers. I am sorry to hear that your experience has not reflected our aspirations.It is never our intent...

to make our customers feel like they are "held hostage" to the agreement. That said, we do use annual service agreements in our business, and we strive to be very clear about that. This practice ensures that we can protect the future of our business by investing in new product innovations, and it also allows us to provide you with a price-for-life guarantee in writing.Regardless of the contract terms, we try hard to be fair and reasonable. I will ensure we review your concerns and any accompanying unique circumstances and will make an honest effort to provide you with a satisfactory outcome. You can expect to be contacted again by me or someone on my team soon.Kind regards,Thomas S[redacted]VP of Client SuccessSolutionreach, Inc.###-###-####

Complaint: [redacted]
I am rejecting this response because:1. I contacted you in July with a very important request regarding email marketing my new technology. (Please check your records) I was told promised a return call it would be resolved no one returned my call! After 4 years that is unconscionable. 2. You say you automatically renewed my agreement without any communication from me, written or verbal. This is Illegal in NYS under Obligations Law § 5-903. Automatic renewal provision of contract for service, maintenance or repair unenforceable by contractor unless notice thereof given to recipient of services .1. As used in this section, “person” means an individual, firm, company, partnership or corporation.2. No provision of a contract for service, maintenance or repair to or for any real or personal property which states that the term of the contract shall be deemed renewed for a specified additional period unless the person receiving the service, maintenance or repair gives notice to the person furnishing such contract service, maintenance or repair of his intention to terminate the contract at the expiration of such term, shall be enforceable against the person receiving the service, maintenance or repair, unless the person furnishing the service, maintenance or repair, at least fifteen days and not more than thirty days previous to the time specified for serving such notice upon him, shall give to the person receiving the service, maintenance or repair written notice, served personally or by certified mail, calling the attention of that person to the existence of such provision in the contract.3. Nothing herein contained shall be construed to apply to a contract in which the automatic renewal period specified is one month or less.- See more at: http://codes.findlaw.com/ny/general-obligations-law/gob-sect-5-903.html#sthash.1...⇄ I contacted you again in October regarding 2 Way Texting-Standard in the Industry- Sam explained you did not have it.
Sincerely,
[redacted]