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 agreementIn your communications here, through the Revdex.com of Utah, you continually state that the agreement was renewed without your signature, but that is untrueThat 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***VP, Solutionreach
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]
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 misunderstandingI 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 unwillinglyI 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 itselfI 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 agreementThis agreement was also emailed to [redacted] @gmail.com on April 30, as well, with no objection to its validity until nowFrom our end, it looks like a valid Services AgreementAnd 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 weekMy 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###-###-####
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 submitting your grievance to the Revdex.com, we’re sorry to hear we’re losing your businessWe’re happy to work with you and come to a reasonable resolutionI think there is some confusion regarding the lawLet me try and help clarifyUtah Code 15-10-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 thisIn 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 contractThey 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 lawI understand you’ve been working with a representative named John, but I’d like to give you a call and come to an agreement
Dear [redacted] ,Thank you for contacting Solutionreach via the Revdex.com of UtahI 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 holidayI apologize if your written request was submitted as required (in writing, within the allotted time), but was not honored for some reasonIf 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 callIt seems reasonable to honor that cancel request date, given that you agreed at that time to continue trying the service for a bit longerOur 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 periodIf 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###-###-####
Thank you for reaching out to us through the Revdex.com of UtahI 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 managerIn 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 worksI researched this further, to make sure we had verified with Lauray that she was authorized to sign on behalf of your practiceI accessed our recording of the phone call from when your practice signed up, where we gave Lauray all the details about the platformShe indicated she wanted to review the details of the service agreement with you, the doctor, before proceedingLater, 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 satisfactionIf 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 betterYour 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 furtherIn this case, however, we will not be able to terminate the service agreement.Regards,Eric Z***Customer AdvocateSolutionreach
The client is currently under contract and requested cancellation after their renewal dateThe 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 communityCustomers were notified of this change through email and when clients attempted to call, a message was presented explaining their options for supportEven 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 clientWe 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
Thank you for bringing this to our attentionWe are very sorry for this misunderstandingWe realize one of our representatives miscommunicated your contract information, informing you your contract had ended, when in fact it had notThis information was relied upon in order to move forward and make a decision with another serviceWe can understand how this would be frustratingWe are more than happy to honor your request and get you refunded as soon as possibleAfter years of business, we hardly ever see a situation like this, however we recognize the need to own our mistakes and improve our processesWe'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 refundAgain, we apologize for the frustration this has causedSincerely, Addison R***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 Sincerely, [redacted] ***
Dear Dr [redacted] ,Thank you for contacting us through the Revdex.com of UtahAt Solutionreach, we strive to provide a great product and excellent service to our thousands of customersI 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 agreementThat said, we do use annual service agreements in our business, and we strive to be very clear about thatThis 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 reasonableI will ensure we review your concerns and any accompanying unique circumstances and will make an honest effort to provide you with a satisfactory outcomeYou can expect to be contacted again by me or someone on my team soon.Kind regards,Thomas S [redacted] VP of Client SuccessSolutionreach, Inc.###-###-####
Dear Dr [redacted] ,Thank you for contacting Solutionreach through the Revdex.com of UtahAs I understand the matter, there have been no service complaints from youRather, this is simply a contract dispute arising from our refusal to cancel your Services Agreement earlyI 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 forwardOur customers may cancel services at any time during their initial 60-day Satisfaction Period and then again at end of each annual renewal termCancellations at annual renewal must be provided in writing at least days prior to the renewal dateSo long as notice is given, the cancellation is honored without protestThese terms are clearly featured in our Services Agreement and fully comply with Utah lawAlthough 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 theirsIf 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 termI want to point out that we have also offered to release you from the obligation at a substantial discount, but you refused that offerLastly, if you are planning to use a competing service, it is common practice in our industry to "buy out" competitor contractsTherefore, 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 commitmentsWe hope you are willing to honor yoursOur records show that you demanded we terminate the agreement within 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 colleaguesI 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]
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 agreementIn your communications here, through the Revdex.com of Utah, you continually state that the agreement was renewed without your signature, but that is untrueThat 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***VP, Solutionreach
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]
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 misunderstandingI 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 unwillinglyI 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 itselfI 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 agreementThis agreement was also emailed to [redacted] @gmail.com on April 30, as well, with no objection to its validity until nowFrom our end, it looks like a valid Services AgreementAnd 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 weekMy 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###-###-####
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 submitting your grievance to the Revdex.com, we’re sorry to hear we’re losing your businessWe’re happy to work with you and come to a reasonable resolutionI think there is some confusion regarding the lawLet me try and help clarifyUtah Code 15-10-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 thisIn 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 contractThey 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 lawI understand you’ve been working with a representative named John, but I’d like to give you a call and come to an agreement
Dear [redacted] ,Thank you for contacting Solutionreach via the Revdex.com of UtahI 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 holidayI apologize if your written request was submitted as required (in writing, within the allotted time), but was not honored for some reasonIf 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 callIt seems reasonable to honor that cancel request date, given that you agreed at that time to continue trying the service for a bit longerOur 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 periodIf 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###-###-####
Thank you for reaching out to us through the Revdex.com of UtahI 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 managerIn 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 worksI researched this further, to make sure we had verified with Lauray that she was authorized to sign on behalf of your practiceI accessed our recording of the phone call from when your practice signed up, where we gave Lauray all the details about the platformShe indicated she wanted to review the details of the service agreement with you, the doctor, before proceedingLater, 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 satisfactionIf 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 betterYour 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 furtherIn this case, however, we will not be able to terminate the service agreement.Regards,Eric Z***Customer AdvocateSolutionreach
The client is currently under contract and requested cancellation after their renewal dateThe 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 communityCustomers were notified of this change through email and when clients attempted to call, a message was presented explaining their options for supportEven 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 clientWe 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
Thank you for bringing this to our attentionWe are very sorry for this misunderstandingWe realize one of our representatives miscommunicated your contract information, informing you your contract had ended, when in fact it had notThis information was relied upon in order to move forward and make a decision with another serviceWe can understand how this would be frustratingWe are more than happy to honor your request and get you refunded as soon as possibleAfter years of business, we hardly ever see a situation like this, however we recognize the need to own our mistakes and improve our processesWe'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 refundAgain, we apologize for the frustration this has causedSincerely, Addison R***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 Sincerely, [redacted] ***
Dear Dr [redacted] ,Thank you for contacting us through the Revdex.com of UtahAt Solutionreach, we strive to provide a great product and excellent service to our thousands of customersI 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 agreementThat said, we do use annual service agreements in our business, and we strive to be very clear about thatThis 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 reasonableI will ensure we review your concerns and any accompanying unique circumstances and will make an honest effort to provide you with a satisfactory outcomeYou can expect to be contacted again by me or someone on my team soon.Kind regards,Thomas S [redacted] VP of Client SuccessSolutionreach, Inc.###-###-####
SolutionReach has not violated any laws and has work with us to resolve the matter to our satisfaction
Dear Dr [redacted] ,Thank you for contacting Solutionreach through the Revdex.com of UtahAs I understand the matter, there have been no service complaints from youRather, this is simply a contract dispute arising from our refusal to cancel your Services Agreement earlyI 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 forwardOur customers may cancel services at any time during their initial 60-day Satisfaction Period and then again at end of each annual renewal termCancellations at annual renewal must be provided in writing at least days prior to the renewal dateSo long as notice is given, the cancellation is honored without protestThese terms are clearly featured in our Services Agreement and fully comply with Utah lawAlthough 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 theirsIf 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 termI want to point out that we have also offered to release you from the obligation at a substantial discount, but you refused that offerLastly, if you are planning to use a competing service, it is common practice in our industry to "buy out" competitor contractsTherefore, 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 commitmentsWe hope you are willing to honor yoursOur records show that you demanded we terminate the agreement within 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 colleaguesI 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: Complaint unresolved I want the $this company took from me! [redacted]
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]