Solutionreach

Solution Reach is a 5 star service organization dedicated to helping Dental Practices increase efficiency while maintaining great customer service!

Surprised to see so many one star reviews. For my practice, SR works well, but has it’s shortcomings. It’s very ironic that SR directed me to Unilocal and Google to post a review, but can’t seem to do the same for my patients. Yes, I know that they have «ownership» of the SR microsite reviews, but we all know that nobody sees those. Unilocal and Google are the primary review sites that get visibility by potential patients. SR– please start directing patients to the visible websites like Google and Unilocal.Confirmations, recare, eyewear notifications go out well. Newsletters can be easily customized. Customer support is very prompt and responsive.

The entire process has been horrible. I recently signed up with them while I was attending the CDA Tradeshow in San Fran. They were really excited, and talked mostly about how they were so much better than everyone else. They told me I would get a free 60 trial, so I thought there was little risk to «try it out». Once I signed up it seemed like I got forgot about. We had set up a time to set everything up while at the show, but no one called me at that time. I called the 1800 number, and it seemed like they did not have any apts for me. The rep transferred me to someone to set me up, but I just got the feeling that I was bothering them and that they were rushed. Then emails/​text started going out to the wrong people, and my clients were complaining. I gave it some time to work, but after about 2 months I just don’t think it is right for my practice. I called into to cancel my free trial, and they told me I was in a contract for 2 years!!! I told them about signing up at the show for the free trial, and they told me I had to opt out 10 days ago. No one told me this at all. They never mentioned any sort of contract, and now I am locked into a 2 year contract!!! I don’t even think this is legal. I am going to cancel my credit card, and contact the BBB.

Worked with them in the past. They are unattentive and only care about getting your payments, they software is always glitchy. Don’t waste your time with company.

Working with this company is a nightmare. I’m the point of contact with SR at the medical facility I work at, and I could easily write a novel about the poor service we’ve received but I will try to keep it brief.
We actually got so fed up with the company that we did terminate the contract (they auto-​renew if you don’t give written notice of termination 15 days prior to the sign up date), but were convinced to return with a price cut. The only reason we have not gone with another company is because we don’t have the man power to research a better one– I would not recommend this company to anyone.
Our most frequent issue, which reoccurs every couple of months or so, is that clients will either receive wrong confirmation times or receive confirmations for cancelled appointments. This creates double work for an already small staff, because we have to spend hours emailing and phoning SR to fix the problem, and also email and phone our clients to straighten out any confusion. This does not make us look very good in front of our clients.
Most of the time, these problems take at least 2 weeks to fix. This is due in part to the problems themselves, but also to the inability or unwillingness of SR’s staff to respond to our complaints. There is almost zero communication during the process, and daily phone calls trying to track down someone to provide a status update is always the result.
Occasionally however, the problem lasts for over a month. We have had TWO addendum’s to our contract in the last year, waiving our monthly payments because we literally were not using their service for an entire month or more because it had to be turned off due to completely malfunctioning.
At one point when we turned off our confirmations, they told me they turned them back on and… didn’t. Told me it was a «miscommunication».
Recently, they turned them off for only one day while trying to fix an issue, didn’t tell me, and it turned out no clients got their confirmations. When I called to figure out what was happening, I was told the problem had been fixed and all clients from now on would be receiving their confirmations. The woman on the phone did NOT understand that the problem is their ongoing inability to communicate when they STOP providing a service. I received no explanation as to why I wasn’t informed, and no promise that I would be informed in the future.
I also once had an employee of theirs ask me over the phone if a certain celebrity came to our facility. I was floored. I explained that I could neither confirm nor deny such a thing, as that would be a clear violation of HIPPA. She apologized, but she should already know that, and it makes me question how safe it is to be giving them access to said information.
I’ll conclude in saying that out of the last 10 months, at least 6 of those months have had some kind of error that caused our clients to receive wrong confirmation times. I don’t know what the issue is, but they don’t seem eager to remedy it.

This has been a horrible nightmare dealing with a contract that is never ending. No one mentioned that I had to some how remember the exact day I signed up on 2 years ago because if you don’t give 45 days notice before that date it auto renews for another 12 months!!!