SolutionreachReviews 125

I have been trying to break my contract with no luck. If it's truly a great product why not have the confidence to have a month to month or let folks go if its not working for them.
They force you to sign an annual contract; and like any software service there are issues with how it interacts with your EMR. If you try to cancel, they simply refuse to call you back, unless your credit card is denied. Then they call every day asking to be paid.

I started with them on 05/25/2016. After three months I contact them and asked them to discontinue their service. They threatened me that I had a contract with them for 12 months and I can not come out of it. I did not sign that contract. After complains they gave me 6 months with lower charge but instead of terminating the contract after 12 months they extended it to 18 moths. I am extremely frustrated with their fraudulent behavior. They have not performed as they have promised. I very much disappointed. Unfortunately they have given me such a bad taste about trusting similar companies. I do not recommend them to anyone.

RUN from this service. We have been working with this company since our EMR recommended them to text patients about appointments and product pick up and recall. This service has messed up continually and made us look stupid to our patients and frustrated my staff. We can not reach a human to resolve these problems. They want to tie up our computer for hours and then ask us to hire our own IT people to solve it. They never realized we are cloud based even though we have told them several times. Jade our CSR is polite but a robot and reading from a company script. When we ask for service after our business hour 8-6 cst we are told they can't provide that. When we ask for a supervisor we are denied and they disconnect our call. Long story short we are looking for an alternative. Funny that a "contact company" can't be reached. I'm thinking they need a competitor to come in and make them do their job.

After cancelling service after a 30 month contract and 1 year renewal, SolutionReach will continue to bill you monthly for services that are inactive, claiming they renew the contract secretly without your authorization and that is acceptable. Complete fraud! Cody is a manager that claims their is no one higher up than him to remove errant charges, and when asked to refund fraudulent billing he claims ineptitude to handle it. Do not do business with this company, it is likely failing if they are resorting to this hostage situation with clients and won't be here much longer. Shareholders beware and everyone, stay away! Fraud and unauthorized billing practices!

Costumer service sucks! Impossible to get a hold on to anyone! Worse yet, they don't even have a phone number to call! If you need anything resolved, you need to go to their wesite, type in your username, type in your password, log in, find the page for support, find a page for the chat support, wait however many minutes it takes for someone to show up on the chat, then you have to identify yourself, give your name, number, name of your office, then you have to request for a phone call, then you have to wait for a phone call, then you have to talk about any problems you may be having with the software (and believe me, you'll have plenty...!), then the guy you just spent 15 minutes explaining your problem over the phone is going to tell you something like: "I just answer phones, I need to transfer you to a technician who can help...", then you have to be on hold again for so long that you can even write a long review such as this one as you wait for them to pick it up (I'm literaly writing this as I'm on hold for them...), then you have to explain your problem all over again, hoping it would be solved by that person at the first time they try, and then pray to GOD it never happens again (which, it will), so you dont have to call these guys ever again! Not productive at all! And they though that changing to chat-only support would be a good idea...! Tsssss... Very disapointing, SR!

SR Conversations has not worked well since we added it to our SR package in November. We have spent countless phone calls trying to reinstall, update our OS, anything to correct what is clearly a problem with your system. The delay in connecting to your server is up to 30 minutes PER MESSAGE. We constantly shut down and restart both the app and the browser version of SR Convo to see any texts. You clearly pushed and launched a product that was not ready for release. When I called today you have TURNED OFF YOUR PHONES so no one can reach anyone at your company directly. Forcing us to use your "Chat" option, which, SURPRISE! Takes 20-30 minutes to connect, only to be told for the 100th time your engineers are "working on it". Have we received any compensation for a program we pay for, but can barely use? Nope! All very ironic for a company focused on "revolutionizing relationships". More like dissolving relationships. We are actively looking for another PRM software provider.
Also, just looked over your recent reviews on Glassdoor. Could have guessed this company is imploding. Now I feel terrible for your other long time customers AND your employees.

I have been with my office almost a year and today I received a call asking how their service was, they asked for a previous employee that had been let go well over a year ago. I asked what type of business they had and asked why they were calling. They advised me that we were "active" and that that is all she could tell me. I asked if we had been getting charged and she said she did not know. The representative directed me to calling their account representative because all she could see is that someone had reached out to us in July of 2016. Once I was able to speak with a representative I encountered a rep that was short and seemed annoyed that I was asking questions. She finally told me if I had more questions she could transfer me to another rep. After being on hold for a good 15-20 minutes someone came on the phone by the name of Cole. He advised me that he had a request to close out the account back in July of 2016 they just had not done it. I asked if it could be shut down since they had not done it when requested and supposedly we were active but no one cared to reach out to their customer in over a year. This business seems horrible. I am glad they called today and that I was finally able to discontinue the contract. It is ridiculous to think that they can have you active for over a year and not service your account. They have poor customer service that acts like whomever calls is a bother. Horrible service and I only had to deal with them once over the phone. I am very big on reviews and I HAD to write one to let other's know.

Big mistake, my office staff unknowingly signed a 3 years contract for both of my offices. Then one day my less busy office relocated to a new location and the software mis-informed to all of my patients that both locations have moved to the new place!
We called and tried to rectify the error but it repeated the mistake again! No apologies or monetary compensation from their parts.
I lost countless of patients and revenues as a result. Loyalty patients called my office and asked me if both my locations were moved and we had to let them know the mistakes. Many patients simply looked for another practice and not coming back. I paid these people to increase my patients and not ruining my practice.
I couldn't get out of the contact and had to wait until they expired.
They wouldn't even lower their monthly fees even I was a member of a buying group which would saved me $200 per month. I was paying almost $800 for both offices monthly.
They just sucked you in their nasty contracts and wouldn't let go of me. It's horrible to do business with it's because they have the worst customer service.
I would Never going back to them.

It is overpriced and under utilized for most offices. THEY HAVE A AUTO RENEW CONTRACT, BEWARE, I did not even know that this was legal. When I called to cancel (14 months after my 2 year contract expired) they told me that I could not get out for another 10 months. They Autorenewed my contract with out my knowledge. They auto renew it every year, I was aware that they had auto renewed it 14 months prior and also again 2 months prior to me trying to cancel service. It is in the fine print day one you sign the contract. I did not even think this is legal. They told me my options were to finish out the 10 months (even though My 2 year contract was up) or pay out 75% of what it would be to get out now. We are talking thousands of dollars here to get out of a contract that I had already lapsed my 2 years and then some. VERY SHADY COMPANY. Burnt once, twice shy.

I love how solutionreach works for patient reminders and boosting reviews on sites like Yelp, Google and Facebook. Having two offices made for some minor problems as we rolled it out, but solutionreach was there for me to resolve the little glitches that popped up. To be fair to solutionreach, most of the issues were with my database and with me still learning the system. So initially some patients were directed to the incorrect location. Solutionreach logged on to my server and corrected the issues my practice management software and its data. And wow, it is working great! They also take the time to educate you so you can eventually fix and set up features by yourself with confidence. I would recommend solutionreach to anyone looking for a reminder services company. They are great. Kurt W Hoffman, DDS

I have used all the platforms out there and Solutionreach is the most customizable one of all. Not only are the appointments in google realtime but they map the route for the patients to get to ny practice. I can quick fill appointments when someone canceles last minute, birthday messages are great b cause it's a video of my staff. This has saved my staff a lot of time and energy and allows them to do more important things than try and confirm appointments