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
Dear Dr [redacted] ,I have authorized the termination of your account with SolutionreachYour account has been cancelled and a refund of $has been submitted to your credit card company.I mentioned in my previous response that it is our intent to provide our services without confusion or misunderstanding to our customersUpon further review, I do believe there was a misunderstanding here as it appears that your office staff may have entered into an agreement on behalf of your practice without your direct involvement, thus leading to confusion later during the implementation phase.To be clear, we believe we entered into a valid Services Agreement with your practiceThe agreement was entered into electronically by an individual in your practice on April 30, (signature, ip address and timestamp captured electronically)A PDF copy of the agreement was also delivered to your personal email address ( [redacted] @gmail.com) at that time, to which there was no objection until four months later in SeptemberThe agreement included a 60-day satisfaction period during which you could have cancelled in writing at any timeUnfortunately, we did not have any indication of your wish to cancel services until receiving a call requesting to cancel on September 1stBecause that was well outside the satisfaction period, we were not inclined to honor the request.Additionally, the call for cancellation occurred after no less than interactions by email, phone calls, and voicemail between Solutionreach and your office, most of which were attempts by our implementation team to help activate the contracted services to no availIn every instance that our implementation representatives attempted to contact your office, they were told either to call back later, or that you were not ready to implement yet, or there was simply no response from your officeWe did not take this as a cancellation request, as it is not uncommon for us to call for implementation only to have the customer ask us to call back later due to the busy nature of our customers' officesIn those cases, we simply call back and the implementation process proceedsFrom our implementation team's perspective, we were simply calling back to try to help you get started.Reviewing the events, calls, etcin their entirety now, with the benefit of hindsight, I can see how, perhaps, your office mistook those implementation calls as additional sales callsPerhaps, someone thought that we were simply still trying to sell our services to your officeThat said, if that is the case here, it would be very unusual, as our sales and implementation processes are very straight forwardWe help lots of new customers go through the implementation process every single day, and I don't think I've ever seen a situation quite like this ariseNonetheless, I apologize if the process was not clear to your office, or if it was not everclearly explained to you, personally.At this point, there is no need to carry on the disputeYou do not want our services, which I can respect.Your account has been cancelled and a $refund was submitted today.I apologize for any part we may have played, if any, in the misunderstanding that led to this disputeI sincerely wish you and [redacted] Family Eye Care well, and if there is anything else I can do for you, do not hesitate to contact me directlyI would be more than happy to assist.Kind regards,Thomas S [redacted] VP, Client SuccessSolutionreach, Inc[redacted] @solutionreach.com###-###-####
Again, Dr [redacted] , I’m sorry for any miscommunicationI’m not attempting to “twist” your words, nor am I looking to have an argumentYou and I have previously discussed all of the concerns you bring up again here in your rejection, but the details remain the same: Lauray indicated on a recorded call that she had discussed all the details with you prior to signing and she indicated in writing she was authorized to sign on your behalfThe service agreement is valid given this informationWe see that you have successfully used the Solutionreach platform for sending messages to your patientsThere are some features you have chosen not to take advantage of so far, but they are absolutely available for your practiceMany oral surgeons use the Solutionreach platform to communicate successfully with their patients and are quite happy with the resultsIf you were unhappy with how the Solutionreach platform worked for your practice, there was a satisfaction guarantee period detailed in the service agreement, during which you could have cancelled servicesYour team opted to continue after that period and used the service for approximately seven months after that pointFinally, we do formulate newsletters for your practice, designing them, handling art assets, assisting with adding text content, and moreWe do have some pre-written articles and newsletter templates you can take advantage of, but we don’t write medical content specific to your patients or your practiceWe would not want to miscommunicate your thoughts on how your patients should maintain their health or manage their individual circumstancesNone of those statements are intended to indicate we aren’t interested in reaching an amicable agreementWe have waived monthly service fees as a customer courtesy while discussing ways to help you customize the platform; we have offered additional accounts for your practice at no additional cost, as a way to help you accomplish your practice’s goals; and we’ve given you a personal account manager to help us better understand how you’re looking to use the platform and what kinds of customizations or adjustments we might be able to help withAll of these have been attempts to help your practice achieve the success we’ve helped tens-of-thousands of other practices achieve, but many of our offers of compromise have been rejectedI would like to apologize againI understand you are upset and frustrated and that would never be our intentWe would very much like to find ways to help you use the service successfully and your aforementioned account manager is available at any time to help with thatJust because we must continue the terms and conditions of the service agreement doesn’t mean we don’t feel regret for the fact that you’re feeling dissatisfactionIf you would like to take us up on this offer of assistance and problem solving for your account, please contact us and we’ll get you in touch with your account managerThat offer always stands and we’re happy to help Regards, Eric Z [redacted] Customer Advocate Solutionreach
Complaint: [redacted] I am rejecting this response because: pt pt / [redacted] Style Definitions */ 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, [redacted]
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 concernsI 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 serviceI'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 agreementKingsley had an end date of 06/01/while Southern Hills had an end date of 06/02/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 frustrationsAll 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 unpaidBecause your service is cancelled as of the end dates on your service agreements, nothing further will be billedAll 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***Customer AdvocateSolutionreach
Thank you for reaching out to us via the Revdex.com of UtahI 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 agreementSam 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 optionsYou 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 offThat representative advised you that he could turn messaging off, but that you would need to speak with Sam regarding the contracted details of the agreementAt that time, you weren’t interested in speaking with SamHe 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 terminatedThis was not the case, but I can understand how you may have thought that your agreement was nullifiedSince 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 employeesWhile the agreement you willfully agreed to is still intact, we will terminate the agreement based on your actions towards SolutionreachWe will reach out to you again to verify the closure of the accountThanks,Ryan B***VP, Solutionreach
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 thisThey 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 indicatedIt 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***Customer AdvocateSolutionreach
Ms***, Thank you for reaching out to Solutionreach via the Revdex.com of UtahI am happy to address your concernsI have done a thorough review of your account and would like to address a few items you mention in your complaintBut first, some details around our agreement and experience with you: · Your practice originally signed an agreement with Solutionreach on 4/2/You agreed to a month term, with the fees for the first months being waived (buyout agreement) · Your practice activated your Solutionreach account in a quick mannerWe began delivering the promised reminder messages on 4/10/· 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 other practices to SolutionreachThis 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 when your IT team had issues with your server, we were there to assist in reinstalling our program to make sure SR worked appropriatelyBased 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 servicesSo, 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 accountWhen there have been technical glitches or problems, we’ve been easy to contact and have provided a quick resolutionNow 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 competitorsSince 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 agreementWe have offered a significant discount to you if you choose to buyout the remainder of your termAdditionally, we are also willing to cancel the remainder of the agreement if you would be willing to pay for part of the initial months of service you received for freeI will have a member of my contracts team be in touch with you about these optionsWe’re willing to meet you in the middle and end our business relationship on amicable and fair terms.Best,Ryan *B***Vice President, Client SuccessSolutionreach
[redacted] , Thank you for reaching out to Solutionreach via the Revdex.com of UtahI am happy to address your concerns and provide a resolution for youWhen 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 month initial agreement)The expectation was that your practice would activate your services during the initial few weeks of service with SolutionreachHaving contacted your practice many times, we tried to install services, but were informed by your staff of problems with your serverUnfortunately, your services were not immediately activated because of thisDuring this time you did not pay anything for SolutionreachAccording to the terms of your contract, you had days from the start of your agreement to inform Solutionreach of your intent to end your relationship with usYou did not do this until a couple months after the initial 60-day satisfaction periodFor this reason, you were in your agreement until nowHaving reviewed your account, I can see that your services are still not active - even though we've continued to contact you about activatingThat said, we can make an exception to our procedures to cancel your agreement based on the fact that your services are not active yetOur contracts team will be in touch with you and will end your agreement with usThank you, and we wish you the best in your future endeavorsRyan B***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 I appreciate the manner in which Solutionreach dealt with this situationI would be happy to post my appreciation of their resolution in a review if they so desire 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 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 behalfPer your request it has been removed; in fact, my records indicate it had been taken down prior to the filing of this Revdex.com complaintIf you had requested it be taken down when you cancelled, however, it should have been handled at that timeI'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 softwareIf 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 toJust to be safe, I looked at the service agreement you'd signed to make sure I wasn't making assumptionsThere was no "free trial" for the core Solutionreach platform on thereYou did have a 90-day trial of one of our other products: Limelight, the online scheduling tool for your patientsAgain, 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 teamHistorically, we have had nearly no wait to reach a representative, but circumstances did cause some problems with that over part of the summerWe'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 worstI'm truly sorry that caused problems for youWere 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 frustrationsAgain, I'm sorry for the difficulties you experienced.Thank you,Eric Z***Customer AdvocateSolutionreach
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] ***
Thanks for the reply, DoctorWe will reach out to you directly and will hopefully come to a resolution soonWe will be in touch.Best,Ryan B***VP, Client SuccessSolutionreach
Thank you for reaching out to us through the Revdex.com of UtahI apologize, [redacted] , for any confusion that’s arisen regarding the details of your service agreement with usSolutionreach 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 signedI do think, however, you and I can work together to come to an amicable compromiseI’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 outThank you and I’ll speak with you then, Eric Z [redacted] Customer Advocate
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 agreementBelow is the statement we would like to use for our resolution on this issueI would like to close this complaint as we have reached an agreement with the company.Thank You, [redacted] ***
Ms***, 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 resolutionBut first, I’d like to address one of the points you addressed in your messageYou 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 untrueSeveral days after signing your services agreement with Solutionreach, you activated your Solutionreach account This means that we began messaging your patients on your behalfYou also had complete access to the entire suite of Solutionreach services from this dayYou also completed one-on-one trainings about the Solutionreach platform with members of our Client Success teamYou benefited from these services for several months As with all our clients, you had a 60-day satisfaction periodDuring this satisfaction period, you had the opportunity to opt out of Solutionreach services at any time for any reasonYour satisfaction period ended in mid-DecemberIt was not until early that you determined that you would like to stop using Solutionreach, which was outside of your satisfaction periodSince then, we have been in communication with you about your agreement, and have offered a resolution to youI will have a member of our Client Engagement team reach out to you again to determine how to best move forward Best,Ryan B***VP, Client SuccessSolutionreach
Dr [redacted] , Thank you for reaching out to Solutionreach via the Revdex.com of UtahLooking into your account, I noticed that you are currently in communication with a member of our contracts team about your accountI 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 youConcerning 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/This agreement also includes the IP Address from which it was electronically signedOur contracts team has provided you with a copy of the agreement as you requestedOur records also show that you activated services within a week after signing your contractOur records indicate that you also knowingly entered into an agreement (and subsequently activated) services with Solutionreach to use HealthgradesOur records indicate that this service was activated while speaking with you over the phone on 1/16/Now then, I realize you are requesting cancellation of your contract and do not wish to continue using Solutionreach servicesWe have noted your request and are in the process of resolving this concernIf there are other items you feel were misrepresented, please provide the details and I will be happy to address themBy no means is it our intent to mislead customers, and I'll work to ensure any miscommunication is correctedRefusal 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 termsThis is in accordance with the agreed upon (and signed) contractCustomers 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 terminatedAlso, 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 submittedWe have noted your request and will not renew your servicesAdditionally, we will work closely with you on the remaining term of the agreement to provide solutions that are acceptable to both Solutionreach and your practiceA 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***VP, 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 BBB, 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]
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
Dear Dr [redacted] ,I have authorized the termination of your account with SolutionreachYour account has been cancelled and a refund of $has been submitted to your credit card company.I mentioned in my previous response that it is our intent to provide our services without confusion or misunderstanding to our customersUpon further review, I do believe there was a misunderstanding here as it appears that your office staff may have entered into an agreement on behalf of your practice without your direct involvement, thus leading to confusion later during the implementation phase.To be clear, we believe we entered into a valid Services Agreement with your practiceThe agreement was entered into electronically by an individual in your practice on April 30, (signature, ip address and timestamp captured electronically)A PDF copy of the agreement was also delivered to your personal email address ( [redacted] @gmail.com) at that time, to which there was no objection until four months later in SeptemberThe agreement included a 60-day satisfaction period during which you could have cancelled in writing at any timeUnfortunately, we did not have any indication of your wish to cancel services until receiving a call requesting to cancel on September 1stBecause that was well outside the satisfaction period, we were not inclined to honor the request.Additionally, the call for cancellation occurred after no less than interactions by email, phone calls, and voicemail between Solutionreach and your office, most of which were attempts by our implementation team to help activate the contracted services to no availIn every instance that our implementation representatives attempted to contact your office, they were told either to call back later, or that you were not ready to implement yet, or there was simply no response from your officeWe did not take this as a cancellation request, as it is not uncommon for us to call for implementation only to have the customer ask us to call back later due to the busy nature of our customers' officesIn those cases, we simply call back and the implementation process proceedsFrom our implementation team's perspective, we were simply calling back to try to help you get started.Reviewing the events, calls, etcin their entirety now, with the benefit of hindsight, I can see how, perhaps, your office mistook those implementation calls as additional sales callsPerhaps, someone thought that we were simply still trying to sell our services to your officeThat said, if that is the case here, it would be very unusual, as our sales and implementation processes are very straight forwardWe help lots of new customers go through the implementation process every single day, and I don't think I've ever seen a situation quite like this ariseNonetheless, I apologize if the process was not clear to your office, or if it was not everclearly explained to you, personally.At this point, there is no need to carry on the disputeYou do not want our services, which I can respect.Your account has been cancelled and a $refund was submitted today.I apologize for any part we may have played, if any, in the misunderstanding that led to this disputeI sincerely wish you and [redacted] Family Eye Care well, and if there is anything else I can do for you, do not hesitate to contact me directlyI would be more than happy to assist.Kind regards,Thomas S [redacted] VP, Client SuccessSolutionreach, Inc[redacted] @solutionreach.com###-###-####
Again, Dr [redacted] , I’m sorry for any miscommunicationI’m not attempting to “twist” your words, nor am I looking to have an argumentYou and I have previously discussed all of the concerns you bring up again here in your rejection, but the details remain the same: Lauray indicated on a recorded call that she had discussed all the details with you prior to signing and she indicated in writing she was authorized to sign on your behalfThe service agreement is valid given this informationWe see that you have successfully used the Solutionreach platform for sending messages to your patientsThere are some features you have chosen not to take advantage of so far, but they are absolutely available for your practiceMany oral surgeons use the Solutionreach platform to communicate successfully with their patients and are quite happy with the resultsIf you were unhappy with how the Solutionreach platform worked for your practice, there was a satisfaction guarantee period detailed in the service agreement, during which you could have cancelled servicesYour team opted to continue after that period and used the service for approximately seven months after that pointFinally, we do formulate newsletters for your practice, designing them, handling art assets, assisting with adding text content, and moreWe do have some pre-written articles and newsletter templates you can take advantage of, but we don’t write medical content specific to your patients or your practiceWe would not want to miscommunicate your thoughts on how your patients should maintain their health or manage their individual circumstancesNone of those statements are intended to indicate we aren’t interested in reaching an amicable agreementWe have waived monthly service fees as a customer courtesy while discussing ways to help you customize the platform; we have offered additional accounts for your practice at no additional cost, as a way to help you accomplish your practice’s goals; and we’ve given you a personal account manager to help us better understand how you’re looking to use the platform and what kinds of customizations or adjustments we might be able to help withAll of these have been attempts to help your practice achieve the success we’ve helped tens-of-thousands of other practices achieve, but many of our offers of compromise have been rejectedI would like to apologize againI understand you are upset and frustrated and that would never be our intentWe would very much like to find ways to help you use the service successfully and your aforementioned account manager is available at any time to help with thatJust because we must continue the terms and conditions of the service agreement doesn’t mean we don’t feel regret for the fact that you’re feeling dissatisfactionIf you would like to take us up on this offer of assistance and problem solving for your account, please contact us and we’ll get you in touch with your account managerThat offer always stands and we’re happy to help Regards, Eric Z [redacted] Customer Advocate Solutionreach
Complaint: [redacted] I am rejecting this response because: pt pt / [redacted] Style Definitions */ 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, [redacted]
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 concernsI 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 serviceI'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 agreementKingsley had an end date of 06/01/while Southern Hills had an end date of 06/02/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 frustrationsAll 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 unpaidBecause your service is cancelled as of the end dates on your service agreements, nothing further will be billedAll 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***Customer AdvocateSolutionreach
Thank you for reaching out to us via the Revdex.com of UtahI 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 agreementSam 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 optionsYou 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 offThat representative advised you that he could turn messaging off, but that you would need to speak with Sam regarding the contracted details of the agreementAt that time, you weren’t interested in speaking with SamHe 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 terminatedThis was not the case, but I can understand how you may have thought that your agreement was nullifiedSince 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 employeesWhile the agreement you willfully agreed to is still intact, we will terminate the agreement based on your actions towards SolutionreachWe will reach out to you again to verify the closure of the accountThanks,Ryan B***VP, Solutionreach
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 thisThey 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 indicatedIt 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***Customer AdvocateSolutionreach
Ms***, Thank you for reaching out to Solutionreach via the Revdex.com of UtahI am happy to address your concernsI have done a thorough review of your account and would like to address a few items you mention in your complaintBut first, some details around our agreement and experience with you: · Your practice originally signed an agreement with Solutionreach on 4/2/You agreed to a month term, with the fees for the first months being waived (buyout agreement) · Your practice activated your Solutionreach account in a quick mannerWe began delivering the promised reminder messages on 4/10/· 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 other practices to SolutionreachThis 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 when your IT team had issues with your server, we were there to assist in reinstalling our program to make sure SR worked appropriatelyBased 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 servicesSo, 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 accountWhen there have been technical glitches or problems, we’ve been easy to contact and have provided a quick resolutionNow 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 competitorsSince 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 agreementWe have offered a significant discount to you if you choose to buyout the remainder of your termAdditionally, we are also willing to cancel the remainder of the agreement if you would be willing to pay for part of the initial months of service you received for freeI will have a member of my contracts team be in touch with you about these optionsWe’re willing to meet you in the middle and end our business relationship on amicable and fair terms.Best,Ryan *B***Vice President, Client SuccessSolutionreach
[redacted] , Thank you for reaching out to Solutionreach via the Revdex.com of UtahI am happy to address your concerns and provide a resolution for youWhen 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 month initial agreement)The expectation was that your practice would activate your services during the initial few weeks of service with SolutionreachHaving contacted your practice many times, we tried to install services, but were informed by your staff of problems with your serverUnfortunately, your services were not immediately activated because of thisDuring this time you did not pay anything for SolutionreachAccording to the terms of your contract, you had days from the start of your agreement to inform Solutionreach of your intent to end your relationship with usYou did not do this until a couple months after the initial 60-day satisfaction periodFor this reason, you were in your agreement until nowHaving reviewed your account, I can see that your services are still not active - even though we've continued to contact you about activatingThat said, we can make an exception to our procedures to cancel your agreement based on the fact that your services are not active yetOur contracts team will be in touch with you and will end your agreement with usThank you, and we wish you the best in your future endeavorsRyan B***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 I appreciate the manner in which Solutionreach dealt with this situationI would be happy to post my appreciation of their resolution in a review if they so desire 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 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 behalfPer your request it has been removed; in fact, my records indicate it had been taken down prior to the filing of this Revdex.com complaintIf you had requested it be taken down when you cancelled, however, it should have been handled at that timeI'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 softwareIf 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 toJust to be safe, I looked at the service agreement you'd signed to make sure I wasn't making assumptionsThere was no "free trial" for the core Solutionreach platform on thereYou did have a 90-day trial of one of our other products: Limelight, the online scheduling tool for your patientsAgain, 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 teamHistorically, we have had nearly no wait to reach a representative, but circumstances did cause some problems with that over part of the summerWe'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 worstI'm truly sorry that caused problems for youWere 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 frustrationsAgain, I'm sorry for the difficulties you experienced.Thank you,Eric Z***Customer AdvocateSolutionreach
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] ***
We have sent a copy of the contract per your request and will contact you shortly to come to a resolutionThank you
Thanks for the reply, DoctorWe will reach out to you directly and will hopefully come to a resolution soonWe will be in touch.Best,Ryan B***VP, Client SuccessSolutionreach
Thank you for reaching out to us through the Revdex.com of UtahI apologize, [redacted] , for any confusion that’s arisen regarding the details of your service agreement with usSolutionreach 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 signedI do think, however, you and I can work together to come to an amicable compromiseI’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 outThank you and I’ll speak with you then, Eric Z [redacted] Customer Advocate
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 agreementBelow is the statement we would like to use for our resolution on this issueI would like to close this complaint as we have reached an agreement with the company.Thank You, [redacted] ***
Ms***, 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 resolutionBut first, I’d like to address one of the points you addressed in your messageYou 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 untrueSeveral days after signing your services agreement with Solutionreach, you activated your Solutionreach account This means that we began messaging your patients on your behalfYou also had complete access to the entire suite of Solutionreach services from this dayYou also completed one-on-one trainings about the Solutionreach platform with members of our Client Success teamYou benefited from these services for several months As with all our clients, you had a 60-day satisfaction periodDuring this satisfaction period, you had the opportunity to opt out of Solutionreach services at any time for any reasonYour satisfaction period ended in mid-DecemberIt was not until early that you determined that you would like to stop using Solutionreach, which was outside of your satisfaction periodSince then, we have been in communication with you about your agreement, and have offered a resolution to youI will have a member of our Client Engagement team reach out to you again to determine how to best move forward Best,Ryan B***VP, Client SuccessSolutionreach
Dr [redacted] , Thank you for reaching out to Solutionreach via the Revdex.com of UtahLooking into your account, I noticed that you are currently in communication with a member of our contracts team about your accountI 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 youConcerning 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/This agreement also includes the IP Address from which it was electronically signedOur contracts team has provided you with a copy of the agreement as you requestedOur records also show that you activated services within a week after signing your contractOur records indicate that you also knowingly entered into an agreement (and subsequently activated) services with Solutionreach to use HealthgradesOur records indicate that this service was activated while speaking with you over the phone on 1/16/Now then, I realize you are requesting cancellation of your contract and do not wish to continue using Solutionreach servicesWe have noted your request and are in the process of resolving this concernIf there are other items you feel were misrepresented, please provide the details and I will be happy to address themBy no means is it our intent to mislead customers, and I'll work to ensure any miscommunication is correctedRefusal 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 termsThis is in accordance with the agreed upon (and signed) contractCustomers 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 terminatedAlso, 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 submittedWe have noted your request and will not renew your servicesAdditionally, we will work closely with you on the remaining term of the agreement to provide solutions that are acceptable to both Solutionreach and your practiceA 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***VP, 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 BBB, 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]