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Solutionreach Inc
- Software company
- Lehi, UT
About this business
Patient Relationship Management solutions from Solutionreach help providers effortlessly engage, educate & acquire patients all across the care continuum.
Location details
2600 Ashton Boulevard, Lehi, Utah 84043, Lehi, UT, 84043, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 6:00 a.m. to 5:00 p.m. | |
| Tue | 6:00 a.m. to 5:00 p.m. | |
| Wed | 6:00 a.m. to 5:00 p.m. | |
| Thu | 6:00 a.m. to 5:00 p.m. | |
| Fri | 6:00 a.m. to 5:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
Solution Reach customer service is horrible when you're trying to get an accounting matter resolved. We have never had a contract with Solution Reach. They auto renew you into a contract if you don't call and speak to someone first. We were unaware of this when we agreed to use their service. We are now being charged $300 and can't get ahold of a supervisor or anyone to help us. When we call them we are getting the run around. The customer service is poor, and impossible to reach. Very disappointed... I hope someone contacts... read more
SolutionReach has caused more trouble than anything! Our practice signed up with them at the beginning of the COVID-19 pandemic as a way to reach our patient population quickly and efficiently. The program worked great at the beginning, but has slowly declined in its effectiveness. The customer service is poor, and impossible to reach.
Business response:
Hello Emily. Thank you for your feedback and your patience working with us to resolve your technical issues. The team member who has been working with your office closely these past few days said that he spoke with your office and confirmed the sync ran. He also said the support specialist will reach out very soon, either today or tomorrow. We took your feedback and intend to ensure that you can to get the support you need when you need it. We are also actively improving the sync processor so that it will run smoothly and yo... read more
Josh B******* @ Solution Reach I believe is who we actually signed up with. Seemed like a great guy until I reached out and told him we were wanting to cancel because we were wanting to use *****which is (WAY) better than SR. He told me to try them out to see how I would like it. I talked to him a month later told him we love it and he said well we are in contract that AUTOMATICALLY renews. Nothing we are in contract with or ever have been where it automatically renews its self. He lied and said *****does the same thing and ... read more
Business response:
Hello Dr. D******, You have made a few different claims in your review and we will address each of them. On January 25th, 2018 (“Effective Date”), you entered into an agreement with Solutionreach. The terms of this agreement were that twelve (12) months after the Effective Date, the service agreement would automatically renew, as outlined in Section 3 of the Solutionreach Platform Services Agreement Terms and Conditions, which were included with the agreement. To complete this service agreement, the signer was required to ch... read more
ABSOLUTELY TERRIBLE. I wish there was an option for negative stars. The customer service is awful. Brian is the WORST and the RUDEST person I have ever dealt with. We cancelled our contract and because of addendums that were made when they offered an additional service, our cancellation was considered too late and they have us locked in. I wouldn't recommend this company to our enemy at this point. We left messages, sent chats and emails WHICH THEY NEVER RESPONDED TO and then told us our attempts were "too late". Of course, ... read more
I wish I could give them 0 stars. I hope this will serve as a warning for anyone who may be considering using this company. We have been customers of SR for a long time and had a fairly good experience until the last year or so, but the past month has completely destroyed our relationship with them. We will be moving on to another company as soon as our contract is up. I have seen a steady decline in service over the years and it has become increasingly difficult to get any help resolving the multitude of issues that arise. ... read more
Business response:
I'd like to add one more comment. On one of the many phone calls I made to Tech Support, after waiting on hold and explaining the situation the representative said "I apologize for your experience and hopefully I can get you watching Netflix again soon". This is the kind of attention you can expect from this company.
I am only giving one star because there is not the option to give zero stars. I have been trying to cancel my account with SolutionReach since July, and can never reach anyone on the phone, and they never reply to my emails. I finally had to block them from my credit card because they kept charging a monthly charge even though we have been trying to cancel our service (and have not been using their service) since July. Customer service is as bad as it gets, and they try to keep charging monthly fees by making it impossible t... read more
Business response:
Hello Gary, We do apologize that it has taken longer than expected to process this request and that you haven't received the desired responses to your communications. Our customer service team can be contacted via email, phone, chat, or by creating a ticket in our online community. While our business practices are not unethical or criminal, we do understand what caused this experience to be frustrating for you and have since made improvements to help reduce the time it takes to return communications from our customers. Upon ... read more
Like others have posted, the customer service and back end support at SolutionReach is poor. I am so disappointed and am counting down the months for our contract to expire. We signed up with their service in January '20. Once the contract was signed, they indicated that someone from their implementation team would be reaching out to set up training sessions. After a week of not hearing from them, I had to call and track down our implementation person and it took another two weeks to get on the books! In the end, we were jus... read more
Business response:
Hello Chris, I see one of our representatives recently reached out to you and was able to accommodate your requests and schedule some additional assistance with our platform. We apologize for these unfortunate experiences. We have been experiencing an abnormally large number of communications from our customers during this time and have since taken measures to bolster our support teams to better accommodate these interactions. We have also added functionality to our software which allows our customers to enable or disable di... read more
Solution Reach is unable to support their current customers. The Website is continually down, the messaging service frequently stops working, the sync has been down for a week and customer wait times are up to 6 hours, every single day. Our staff now signs on or calls first thing in the morning (every single day) to try and be one of the first callers so that the hold time will only be about 3 hours. This is needed to get them to restart the sync which then fails again the next day so the process has to start all over again.... read more
Business response:
Hello Terese, We apologize for these unfortunate experiences. We are still able to support our customers but our ability to do so effectively has been tested during this pandemic. We have been experiencing an abnormally large number of communications from our customers during this time and have since taken measures to bolster our support teams to better accommodate these interactions. The added strain placed on our software by so many customers who wanted to reach out to all of their patients at once helped us identify ways ... read more
The customer service/ Technical support for this company is terrible! When the system is working it is great, but it "crashes " several times a week and the synch issues cause a delay and make the product useless. I spent over 3 1/2 hours on Monday trying to reach someone in customer service and I have submitted request for assistance today and have been on hold for over 4 hours .The issue is the same every time . This is unacceptable. Every time I do reach someone they have some excuse that changes every time and they alway... read more
Business response:
Hello Kathleen, Thank you for bearing with us as we experience heavy call volume, as many of our customers like you are reopening after the COVID-19 lock downs. We apologize for the delay and appreciate your patience. Our records show you recently spoke with a support representative. We appreciate you allowing them to address your concerns. The representative has taken steps to address connectivity with our system in the future and has looked into the credit you mentioned.
Frequently asked questions about Solutionreach Inc
How is Solutionreach Inc rated?
Solutionreach Inc has a 4.1 star rating with 509 reviews.
When is Solutionreach Inc open?
Solutionreach Inc is closed now. It will open tomorrow at 6:00 a.m.
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