Complaints

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• Initial Complaint

  Date:06/04/2026

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Status Solutions regarding their customer support practices for a nurse call/call bell system installed in our skilled nursing facility.Our facility recently experienced a failure of the call bell system, which is a critical life-safety and resident-care communication system. We contacted Status Solutions seeking technical assistance and were willing to pay for service on a time-and-materials or hourly basis to restore functionality.However, we were informed that Status Solutions would not provide any technical support, troubleshooting assistance, or service unless we first entered into an annual support agreement costing approximately $18,000 per year. Despite our willingness to pay for immediate support services, the company refused to provide any hourly or one-time support options.This position places healthcare providers in an extremely difficult situation. A call bell system is essential for resident safety, emergency communication, and regulatory compliance. Refusing to provide any form of paid technical assistance during a system outage unless a customer commits to a costly annual contract appears unreasonable and contrary to the level of support expected for critical healthcare infrastructure. customers should have access to reasonable service options, including hourly support, emergency service calls, or one-time troubleshooting assistance, particularly when resident safety may be affected. Instead, we were left with no practical support option other than signing a long-term agreement under urgent circumstances.We are seeking:1. A response from Status Solutions regarding their refusal to provide hourly support.2. Clarification of their support policies for healthcare facilities experiencing system outages.3. Consideration of reasonable one-time or emergency support options for existing customers.

  Business Response

  Date: 06/09/2026

  Status Solutions has been in the business of offering monitoring, alerting and reporting solutions to customers in education,healthcare and commercial settings for 25 years.  Our robust situational awareness platform provides life safety, security, environmental monitoring and mass notification applications to address loss prevention and improve communication with a right now matters most approach. Due to the critical nature of the outcomes we provide, Status Solutions has offered an annual software maintenance, uptime monitoring, 24x7 emergency support and ongoing training program since its inception.  This plan was later combined with a site license to all of our software REMOVED, giving customers the opportunity to be both fresh (with access to new innovations as they become available and updated software releases) and ready (with access to 24x7 help desk, ongoing training and a team of seasoned professionals).

  The site in question has chosen not to be on an active plan for the past 4 years under current ownership, and an additional 2 years prior to that under previous ownership.  The software being run was last updated in 2018 and is currently out of warranty. 
  Status Solutions does require an active annual plan in order to provide both emergency and non-emergency customer support, and does not offer hourly or billable support.  Even if hourly and/ or billable emergency support was an option, it would not be possible to provide troubleshooting assistance in this scenario due to the neglect of solution.

  We encourage you to make the necessary investment to ensure you have a life safety solution in place that is maintained over time in order to keep residents and staff safe.