Solutionreach, Inc.

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.  A representative from the company has contacted me and we have resolved the issue.   
Sincerely,
[redacted]

One of our representatives reached out via phone this morning to help resolve the concerns raised in your complaint. Please help us by directing any additional requests or questions to this representative. We will continue to be in contact and hope you will resolve this complaint as we work towards...

an amicable and satisfactory solution. Thank you.

The client is currently under contract and requested cancellation after their renewal date. The option for phone support was temporarily removed for about a month, however the options to chat and submit a ticket were still available through our customer community. Customers were notified of...

this change through email and when clients attempted to call, a message was presented explaining their options for support. Even though the client has not notified us of any disruption in service in over two months, we have offered multiple times to resolve the issues mentioned by the client. We feel we have made multiple gestures in good faith while attempting to come to a resolution with this client and all offers have been rejected.

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.
Good Evening,We need to update our response to meet what the company would like us to disclose per our agreement. Below is the statement we would like to use for our resolution on this issue. I would like to close this complaint as we have reached an agreement with the company.Thank You,[redacted]

Dr. [redacted],Thank you for contacting Solutionreach via the Revdex.com of Utah.I would be happy to assist you with your complaint, as it is our goal to provide our services without confusion or misunderstanding. I assure you that we want to provide excellent patient engagement solutions to...

our customers and do not want anyone to feel like they were sold our solutions unwillingly. I will investigate and review the details and circumstances of the sale of our services to your office when I return next week from the holiday as I will have access to more detailed information and have more resources at my disposal.So far I have only been able to review the Services Agreement itself. I am sure you can appreciate my predicament when I see that we have a signed Services Agreement in hand, with a person named [redacted] designated as the contact person, a digital signature with an Arkansas ip address timestamp, and your valid credit card on the agreement. This agreement was also emailed to [redacted]@gmail.com on April 30, 2015 as well, with no objection to its validity until now. From our end, it looks like a valid Services Agreement. And under Utah law, if the personal signing this agreement was not authorized by you to do so, then you would have a legal claim against that individual rather than against Solutionreach.Again, I would be happy to research this further and will plan to contact you again by the end of next week. My goal is to find a fair and reasonable resolution as quickly as possible.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###-###-####

Thank you for reaching out to us through the Revdex.com of Utah. I believe the two of us can work together to understand what has happened and come to a resolution.I have looked over the history on your account and can see that there is a service agreement that was signed by Lauray, your...

practice’s office manager. In addition, she signed an addendum to the service agreement nine months after that, as part of us working with your practice to customize and train you further on how the Solutionreach platform works. I researched this further, to make sure we had verified with Lauray that she was authorized to sign on behalf of your practice. I accessed our recording of the phone call from when your practice signed up, where we gave Lauray all the details about the platform. She indicated she wanted to review the details of the service agreement with you, the doctor, before proceeding. Later, she called us back, let us know that she had spoken with you, and that she had been authorized to sign.We do offer a satisfaction guarantee period—in your case, sixty days—during which you had an opportunity to fully use the Solutionreach platform and make sure everything worked to your satisfaction. If the charges or the services agreement had been unauthorized, we would have expected to hear from you at that time.At this point, if anything in the platform requires adjustment, we’d be more than happy to work with your practice to come to a compromise, customize things, make adjustments, and get it working better. Your claim that the service agreement was unauthorized, however, seems incorrect.I can have Whitley or Meghan, our representatives with whom you’ve been speaking, or myself reach out to you if you’d like to discuss things further. In this case, however, we will not be able to terminate the service agreement.Regards,Eric Z[redacted]Customer AdvocateSolutionreach

Ms. [redacted], I have reviewed the complaint you submitted to the Revdex.com and wanted to ensure that the case was proper closed and taken care of. In researching your account, I found that Solutionreach has refunded the monthly fees paid between December 2015 and April 2016. Also, your account has been cancelled as of April 2016. I wish you the best in your endeavors and hope that we can do business again at some point in the future. Best, Ryan *. B[redacted]VP, Client SuccessSolutionreach

Complaint: [redacted]
I am rejecting this response because: It is false informationRyan,  I find it very hard to believe that someone has been trying to reach our office. We have four phone lines, three front desk associates, voicemail, e-mail, and a fax machine. Our voicemail is checked frequently as is our e-mail and fax. Outside of your so called "contracting department", "Tim", Trishna, and customer service, no one else has an issue reaching us. Can you provide the name of the person trying to reach us, how they have tried to reach us, as well as the times they made these attempts? I do not believe anyone from Solution Reach has made a single attempt to reach us or resolve anything. I am extremely disappointed in your company and all of its representatives. You are dishonest and I feel the way you handle business is shady. I want to part ways with Solution Reach once and for all. For the record, and so it cannot be included as another excuse on your part, I can be reached directly at ###-###-####. Someone is always here to take calls Mon from 8am-5pm and Tues, Wed, Thurs from 7am to 5pm EST. Sincerely,
[redacted]

[redacted],Thank you for contacting Solutionreach via the Revdex.com of Utah. I am happy to address your concern and provide a quick resolution for you. I have reviewed your account, verified the information you provided and have ensured that your account is cancelled. Any charges beyond the term of our...

agreement will be refunded to you. We wish you the best in your future endeavors and hope we can do business with you again in the future.Best,Ryan B[redacted]VP, Client Success Solutionreach