Solutionreach

Ugh! I'm so frustrated with this company right now. We've been clients for over 10 years and they were great when they started out as smilereminder but that's where it ended. I would not recommend this company to anyone!

We have been patient and honestly we should've canceled long ago.

There was a period when the product didn't work for over 3 months!

Then you'll be using a product like (newsletters) then they won't offer it anymore.

Right now our messaging is disabled and of course no one is able to find out why.

Run away from this company

I have called three times to cancel our subscription with SR, and all three times they tell me that their account team is busy and will call me back. I never receive a call back. This is a very unethical and unprofessional business practice.

Very big problems with technical support. I have been using the services of the company for a very long time, but they still haven't done anything about it

When you call to cancel, there is silence, followed by continued billing with poor service. I finally called my credit card company, and they stopped the automatic withdrawals. We were no longer under any contracts. Worst company ever, as they continued to bill us full price, even when we were closed for two months due to COVID-19 shut down. Stay away from this Utah company... they are greed driven!

This company has me shaking right now. HOLD time (for today) total 60 MINUTES! They have no consideration for your time. I finally just hung up. You're NOT allowed to contact a supervisor by email. You have to wait forever or make an appointment for a different day. If I could give them a -100, I would. Obviously, it's time to switch to a company that knows how to be a good business. CUSTOMER SERVICE IS HORRIBLE. Wait time is forever! I'm done with them. Ugh.

Once we started with SR, we reactivated a handful of patients that we haven't seen for years! I love the appointment requests when pt's schedule their own appt. They really go out their way to make things easier for offices. When I call in for customer support, they often have long hold times but it's pretty easy to navigate so no need to call often. The Solution Teach event was cool, I liked the set up of it and the ease of browsing through products, etc.

I have been trying to get a configuration problem resolved by SolutionReach since July 27th... and I have yet to have Tech support resolve this issue. They inactivated my account since August 2,2021 (to "work on this issue") and it is August 16,2021. This is the worst customer service I have received in my life, and it is a shame that people are so nonchalant about fixing an issue that is integral to patient communication. Would not recommend to anyone at this point.

We were clients for 7 years, the first time we had a problem everything broke down. There was little to no response for help. It took 2 weeks to get a response and that happened only because we stopped paying. It took almost 3 months with no service for tech support to fix the issues. Representatives disappeared through the repair process, claiming they didn't receive our emails and/or phone calls. Accounting wouldn't give credits for the months of down time unless we paid for those months of no service in advance. Can you imagine? They wanted us to pay them for months of no service so they could credit my account. We even tried to get leadership involved... no interest. They are not interested in partnership with the client. If you're looking to partner with a vendor, look elsewhere. Really not sure why they are still in business, its a poorly run Mom and Pop shop.

The product Solutioreach offers is great and easy for our patients to use! It's oftentimes extremely difficult to reach customer service and I've experienced long hold times. The product doesn't communicate with our software 100% of the time and they haven't figured out why but it saves me HOURS of call time to have a way for patients to text confirmations/questions.

The failed promises continue! Our system has been unavailable and leads to increased work load as confused patients call in for explanations. Supervisors promise to call with updates but never do. Clear instructions for updates are dismissed or overlooked. Pandering with "I'm so sorry dr bob" only infuriate after 20 or so iterations.
Don't start with this company unless you want to experience the same anger and lost time.

If we can give them 0 star, we would. We have been loyal client of Solution Reach for about 5 years and everything was smooth sailing so we didn't have to call them since whoever picks up the phone seemed to just be operators and always need someone to call us back. December 2021, our online appointment scheduler stopped working and it was a complete nightmare trying to get them to fix it (and it was never fixed). It took a lot of phone calls going back and forth because they kept saying the case manager would call back but never did so we had to keep following up with them (when it should've been the other way around). They even promise twice that the case manager would call us and the manager never did. How do you drop the ball twice? They keep saying that it's our Open dental software's problem so I had to connect them to our dental software support and pay $150 support fee and our Open dental software support said it is not their software's problem. After 4 month of their complete incompetence and inability to fix their basic online scheduling, we gave up. Another month went by and now their reviews invitation fuction doesn't work either! Called them and they do the same roundabouts of how their "engineers" will work on it and more than a month went by with no word from them. At this point, we are stuck in the contract and just waiting for it to end this September. They have really gone down the tubes with their lack of basic computer competency and responsiveness. They can't even fix their main features which is online scheduling and review invitations. It almost felt like they are scammers with empty shell of the Solution Reach company. Please stay away from this company. You will thank me for the warning.

Although the service is helpful, the support is terribly difficult to get answers. The CSR rarely understands our issues and seldom can answer questions regarding existing services and features. Return calls are never provided and referral to tier 2 is brushed off.

Finally gave up and after being good customers for 4 years I've cancelled our 3 medical office accounts. The technical support is worse than non existent. 10 days down, about 24 cumulative hours on the phone(mostly on hold) trying to get this fixed, 3 case managers, 3 supervisors and nothing. When I finally told them to cancel the accounts I get the "Oh we're so sorry" phone call and "let me get our best team working on it". Nope, I wanted the best team 10 days ago. Solutionreach admitted that their current tech support were poorly trained due to covid. Sorry, not an excuse. If you can't service your product properly you can't service my practice. Oh... and they charged our credit card while all this was going on. Stay away, they are not the company they use to be.

What good is a reminder system that is constantly down? The sync to your scheduling system will be a constant problem that results in patients not receiving reminders and fewer patients showing up for their appointments. This is the exact opposite reason of why I have a patient reminder system. The support is the poorest of any company I work with. They only know the basics and read from a script. There is zero ability to problem solve and the goal seems to be to just delay. It takes weeks to restore your sync and hours on the phone to convince someone to help you.

SolutionReach has been very helpful for our practice. It helps us alleviate our time on the phone with the reminders and getting people in. Absolutely love the appointment reminders. When I do have a problem, customer service is pretty nice and helpful. My only complaint is that when the data stops uploading, they can't do anything for 48 hours.

One of the worst companies I've ever dealt with in over 10 years in the dental. Cody "the manager" couldn't manage a lemonade stand. If you need a responsive partner LOOK ANYWHERE ELSE BUT HERE

EVERY TIME I need to reach customer support it takes at least 45 minutes to an hour or more! To get through on hold. That is after the recording says the wait time is 10 minutes. I've left my number for a call back - next in line and never received a call back. Going through chat is just as frustrating in order to get through to a person you have to answer multiple questions through their "Ask Sara". POOR customer suppport.

Been with Solution Reach for many years now. Seems as if they are not doing a very good job at all with their technical support. Refuse to call back or assist with difficult issues. A simple sync to our appointment software should not take over a week with no resolution to your issue. Paying for not even using the software. No company should be this bad even in a pandemic.

I attended a bunch of the training sessions at Solutiontech. We have been using the product for 2 years already. It was nice to find out about other stuff. We thought about signing up for more services, but we are having some issues with our reminders going to peoples spam blockers on their cell phone so we decided to wait until spring to see if the blocking issues get better. I have to say to actually talk to someone/support is horrible I had to hold on the line for 3 hours when our system went down a few weeks ago. We are family doctors and use the system basically for appointment reminders.

We have been with Solution Reach for years and have not been super impressed, we tried upgrading our services with them and they could never get it to sync with our software. We cancelled the upgraded services and have several patients complaining that they don't get their text reminders. We tried to cancel our services and were told that we were in contract until 2024…. Which we never would have signed a contract for that long. We were always told that we could go month to month.
We were told if we cancelled we would have to pay like around $3000! This is ridiculous and and I have talking to an account rep that I feel like is trying to bully us I to staying!

Our office is coming up on our one year anniversary with signing on to Solutionreach and we haven't looked back since! We have had multiple companies contact us with similar platforms and we can so easily turn them down because we are in LOVE with this company! My job as a front desk scheduler has simplified so much just by this amazing program. We highly recommend using them!

This software DOES NOT WORK. It would offer patients appointment that don't exist meaning I had to call them to reschedule. It made me look foolish to my patients.

It sends text reminder (TONS of them) for the wrong times.

I tried for 6 weeks to work with customer service which was horrible. Basically there is no customer service. Solution Reach has been detrimental to my business.

Our office has had Solution Reach for less than 1 year and have had constant problems. We have waited 3 weeks for service to be fixed several different times. When you call them you can never speak with anyone because they are always busy and they never return calls or emails. Our representative Chris Peterson has yet to call me back and I have left at least 6 messages and 4 emails. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE!