Complaints

This profile includes complaints for ICSolutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ICSolutions

  2200 Danbury St San Antonio, TX 78217-5911

• 

  ICSolutions

  1055 S Grady Way Service of Renton City Jail Renton, WA 98057-3232

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  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.

  We have tried to set up an offsite visit with our son who is in the *********************. They use IC Solutions to conduct these visits. *** uses an app called The Visitor for these visits. We have scheduled several visits but each time we can't get our computer configured to conduct the visit. We have tried **************** (I am currently on hold but I am the 30th caller in line). If any other business ran like this they would no longer be in business. We should demand better from our third party vendors.

  Business Response

  Date: 07/29/2025

  Thank you for allowing us the opportunity to address Ms. ********* concerns. We were not able to locate an account with the consumer's first name and the only visit we located with the email address provided was canceled by the visitor. We attempted to reach out to Ms. ******* via phone; however, her mailbox is full.  We have also reached out to her via email and have not received a response to date. Ms. ******* is welcome to reach out to me directly at ************.  Thank you for your time. 

  Customer Answer

  Date: 07/29/2025

  Complaint: 23629554
  
  I am rejecting this response because:
  I received an email with a written description on all the things you can't do or need to do when using their app. However, none of this information is provided when you try to set up the app on your computer. The only way I got it was by filing a complaint because my attempts to call them were unsuccessful (put on hold for 30 minutes then call was terminated before anyone picked up).  Matter in fact, the email asked me to call them back which resulted in being put on hold for over 5 minutes before I terminated the call. Company should not be in business. 
  Regards,
  
  Oakley Parsley

  Business Response

  Date: 07/29/2025

  Thank you for allowing us the opportunity to address Ms. ********* additional concerns.  The process for visiting on a computer does not require to download an app.  Directions can be found on ***********************************************************************. Once the facility name is located, you will be directed to the following link.  Go to the Helpful Links and select Offsite computer application. You will then be directed to the following link where you will be able to download the Visitor Installer: **********************************************************. This provides specific instructions on how to set up your system for an offsite visit from home and also how to conduct the visit. We are happy to walk her through the process if she has any issues.  My direct line is **********. Thank you for your time.  

  Customer Answer

  Date: 07/30/2025

  Complaint: 23629554
  
  I am rejecting this response because:

  You do need to download The Visitor app in order to hold an offsite visit and trying to get help with it is virtually impossible.

  We have tried calling probably each time we attempted to get the app working and was never able to get a hold of anyone.

  I only got someone to reach out to me this time because I filed a complaint with the BBB.

  Yesterday, I called the number provided and sat on hold for over 5 minutes before I terminated the call.

  I emailed ******** ******* to let her know.

  She responded fairly quickly to tell me she tried to call back but had to leave a message.

  She said she would call me this morning (7/30/25) at 8am CST but no call.

  So, I've wasted enough time and will see if there are other avenues I can pursue to hold companies like this accountable.

  They were hired to serve a population (prisoners) that have no other options to keep in touch with family and friends, and it just isn't good enough.

  Regards,

  
  ***** *******

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair 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.

  This company provides communication for adults in custody and charges a large premium for their services. At least 75% of the video visits that I have set with my partner utilizing their service, has not worked properly. I have followed all of their suggestions to fix the problem and they continue to either blame me or tell my partner in custody that they are working on it **** have no other choice but to use their service to talk to loved ones and they are continuing to charge people and not provide the service they are charging for. I have submitted claim after claim and nothing gets resolved, fixed, or refunded.

  Business Response

  Date: 07/21/2025

  Thank you for allowing us the opportunity to address Ms. ****** concerns. We have reviewed Ms. ***** visits and although there were some intermittent issues with the connection on her side, the majority of the visits were completed without issue. The ******************************** has specific rules that must be agreed to prior to connecting to a video visit, and credit is not issued for problems related to the internet connection. Ms. **** did receive a full credit for one of her visits as a courtesy and we have applied an additional courtesy credit of $5.00 to her prepaid account.  It is imperative to have enough bandwidth to connect to the visit and it must remain consistent for the duration of the visits.  Thank you for your time.        

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  My husband tries to call and it rings but no recording comes on for me to even accept the call. Everytime I call customer service they issue a ticket and nothing gets resolved. I asked to speak to a supervisor and the supervisor greets me and I tell her the issue and no response and nothing gets done again. We have had on and off issue with this phone company since they switched to it. I've put in numerous tickets about the issues. It gets fixed for a little while and then back to messed up again. Please switch to a different company.

  Business Response

  Date: 07/21/2025

  Thank you for allowing us the opportunity to address Ms. ******* concerns. We submitted her telephone number to our carrier, who has made some adjustments on the routing of her calls, and she has been able to successfully accept calls from July 19th to current. We did find a few of her calls were going straight to voicemail and would like to recommend that she add the originating number, **********, to her contact list to ensure it is not categorized as a SPAM call.  Ms. ***** may contact me directly at ************************************ if she has any additional issues. Thank you for your time. 

• Initial Complaint

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was told by their support *** to go through the app for video calls on my moto g play phone. I did as instructed and the test failed only pulled 70kb upload speed. I then tested my phone connection to my router and received 169Mb upload speed. I informed their *** of this and they got snarky and said the problem is MY connection. It isn't. I've done numerous zoom calls streaming movies etc. play games and have NO problems with any other apps. NO buffering, NO lagging, NO dropped signals. There is NO problems with my connection at all. These people have made the excuse for the inability of their app to work, for the ending of my video calls, to my loved one in jail, with 19 minutes of talking time left on every call to MY connection. Their so called Service ***s are just there to blame the users for their POOR service. I'm a retired Service Technician and have resolved customers Internet issues for *************************************************************** **************** on a regular basis. I know what I'm talking about. They need to fix the upload issue with their app. It won't work on my friends 2025 iPhone either. They need to stop blaming the users and fix their so called product.

  Business Response

  Date: 07/29/2025

  Thank you for allowing us the opportunity to address Ms. ********** concerns. Our technical support team reached out to Ms. ******** and provided information on how the testing works, along with the specific settings, and what can be done to help improve her connections. She made some changes that should help her connection with her upcoming visit on 7/30. Thank you for your time. 

  Customer Answer

  Date: 07/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I took the necessary information I needed and made adjustments on my end which resulted in an excellent and uninterrupted video call with my loved one. The issue was on my end not the business's end due to the slightly different aspects from standard video call programs. There were 2 auto timeout programs which interfered with the security connection. I adjusted to NO timeout, that fixed it.

  Thank You 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair 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.

  My husband is incarcerated in the ********************************. The doc bids these phone companies for each individual institution well icsolutions won the bid. Ive wasted so much money on video visits that couldn't be completed due to icsolutions technical issues. Today 7/7/2025 i had a visit scheduled & cant even log onto icsolutions sites ,l pay $5.88 for 28 mins and won't receive a dime in return , 2 weeks ago I was cheated out of $5.88 , and 2 months ago I was cheated out of a visit all unable to access the icsolutions site. My internet is working perfectly fine so does my phone. Icsolutions won't return my emails when addressing their issues . Peek hours is a joke the phones are horrible at all hours. I can hear other conversations breach of confidentiality, they cut in & out, they just hang up, they answer for the inmate then hang up causing a fight thinking im hanging up on. Ive spent thousands of dollars on a service that's okay sometimes. Hopefully it back running Thursday for my next visit but I doubt it. I cant go their site to screenshot missed visits because I cant go on the site . The $38.28 is the 6 visits not refunded in since 1/30/2025 to 7/7/2025. One visit was refunded or there would have been 7 . None of these have been my problem we both tried logging into , I have internet.

  Business Response

  Date: 07/18/2025

  Thank you for allowing us the opportunity to address Ms. ********** concerns.   We have reviewed her account, and Ms. ******** has received a total credit of $29.40 so far for her visits. Upon reviewing her visits, there are a number of visits she is conducting while driving. That is not only a safety hazard but may also impact her connectivity.  In addition, the facility rules each consumer must agree to prior to starting their visit, clearly states that "No refund will be issued for missed or terminated visits and internet connectivity issues during offsite visits will not be refunded."  Thank you for your time.  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  ICSolutions is a huge scam. They have it in their terms of service that if you miss a video visit, or your internet is unstable you don't get a refund. Yet, most of the issues are on their end and they are able to just collect your money with no consequences. For example, June 12th I had a scheduled video call with my loved one at 10:00 AM as well as 7:00 PM which I was extremely excited for because it is hard to get evening slots. The entire visit at 10:00 AM I was on the call so it clearly was NOT an internet issue because my phone was working, and you have to pass internet tests in order to join the call in the first place. It kept telling me I needed the newest version of the visitor, yet when I would delete it and re-download it, it made no difference. The issue was clearly on their end. My evening visit seemed like it was going to work, but the facility didn't let her out of her cell for the visit. This happens for at least half of my visits, which I believe to be unfair. ICSolutions and Taycheedah Correctional Facility owe families credits for visits that are unable to be utilized due to no fault of their own. It is absolutely ridiculous and frustrating and feels like a scam when you are doing everything correctly, yet still being charged for visits that you don't receive. Something NEEDS to be done, we are spending our hard earned money for video visits that we aren't getting to participate in and have zero recourse.

  Business Response

  Date: 07/07/2025

  Thank you for allowing us the opportunity to address Ms. ******* concerns. We have reviewed her account and do not show visits on the specified dates; however, we did go back to the beginning of June and do show all of the charged remote visits have been successful. If the resident is unable to make a visit, regardless of the reason, the visit is not charged to either party.  Charges will only remain if the visit is missed by Ms. ************* Upon reviewing her account, we do not show any missed visits with ********* to date. If there is another account we should be researching, please let us know.   My email address is ************************************* Thank you for your time.  

  Customer Answer

  Date: 07/07/2025

  Complaint: 23526974
  
  I am rejecting this response because:
  
  The Date I specified I did in fact have TWO video calls scheduled. June 12th The first one in the morning wouldnt work due to ICSolutions own problems and hadnt been working for other family members in different households the day before either. It kept saying version check failed, and even tho I deleted and re-downloaded the app several times it still wouldnt work. The second call that day acted like it was going to work, and I was able to connect but the video was missed by my loved one because they didnt let her out for the video. I sat there the entire time until I had 5 minutes left, and it said video missed by inmate My account was in fact charged for both of these videos, & I did not get to complete or talk to her at all. These are only TWO examples of the many times it has happened. This is extreme gaslighting and just flat out lies to state I didnt get charged when it takes the money from my account when I book the video and I have never seen a refund for any incomplete videos. I do not accept this answer. This is ridiculous that you can take peoples money and just state we dont see any record of you having videos thats a lie. It should be illegal to take peoples money without having to provide the service you paid for. 
  

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair 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.

  IC Solutions took over the phone service at the facility son is located at. I have money on the account, but when he calls me, it is stating that I am not picking up the phone. This has been going on for a couple of months now. Every time I contact them, they say they are putting in a ticket, then an emergency ticket, then theyre speaking with the supervisor, the management, and in every phone conversation they state to call back in 3 to 5 business days. Then I called back and I get the runaround again. It is vitally important to be able to speak to my son regarding many issues. This is an absolute disgrace that a company is being allowed to treat their customers like this. I am not looking for monetary reimbursement. I am looking for phone service for my son to me.

  Business Response

  Date: 06/23/2025

  Thank you for allowing us the opportunity to address Ms. ******** concerns.  We submitted her telephone number to our carrier and received the below response.  We do NOT show there is a block placed by Ms. ******* so it appears to be a block placed by her provider.  We respectfully request that Ms. ****** reach out to her carrier to request that they unblock the facility number of ************.  Thank you!

  "We have investigated this issue and found the reported call example. We have identified the *** that took this call and in testing, have found that there is a block on the facilities ANI by the terminating party; either within their phone or by their service provider. Our test calls with the facilities *** were unable to reach the terminating party, as the calls were getting 608 Rejected responses. When using another ANI over the original routing, we received normal ring back to a voicemail pickup. Until the terminating party is able to remove this block, calls will be unable to reach them." 

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair 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.

  On Wednesday, June 11th & Sunday, June 15th I was unable to complete the logon process to video visit my IDOC loved one through ** Solutions. This has happened before and I had to login multiple times to proceed and lost time in the process. Offsite visits are only 20 minutes if there are no issues logging in. I have found workarounds previously (turning off WiFi and using cellular data to meet upload/download requirements) but I cannot get through the echo test I have called and been told that the issue is on my end. I have the highest data phone package available. Ive been told that if my loved one can login that it counts and if Im not canceling offsite visits ***** prior that there is no refund. I get no help from the ** Solutions helpline when I do finally get through. It is very frustrating for myself and my loved one with no possibility of a solution in sight. I would expect that a business of this nature would research possible corrective actions and make available solutions for consumers in an easily accessible repository of some sort. I would like to be refunded for visits not fulfilled and resolution to fulfill future offsite video visits since they are the only outlet for this service.

  Business Response

  Date: 06/19/2025

  Thank you for allowing us the opportunity to address Ms. ******** concerns. We have reviewed her account and do show credits were applied for both the June 11th and 15th visits, in addition to several others. It is imperative to have sufficient and consistent bandwidth in order to have successful visits.  A copy of the refunds is attached.  Please note there is name and address information on the document. Thank you. 

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  Seeking a refund from unused fund on an inmate telephone account, I keep getting told to call the jail for a refund post card. The jail tells me they have never heard of said card.

  Business Response

  Date: 05/29/2025

  Thank you for allowing us the opportunity to address Mr. ******** concerns.  We reached out to Mr. ****** to confirm the information needed to process his refund and will send it via check to the address provided.  Please allow up to 10 days for receipt.  Thank you!

• Initial Complaint

  Date:05/21/2025

  Type:Product 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.

  My nephew is incarcerated in vt he cannot make a call it tells him he"s making a spam call we called the cable provider they said its IC solutions because nothing is blocked on their end Ca;;ed IC 3 times the last time they said oh hes out of money really ok so we put money on a week later still no call its been 3 weeks

  Business Response

  Date: 05/27/2025

  Thank you for allowing us the opportunity to address Ms. ***** concerns.  We have reviewed the call attempts going to her number for the month of May and only show 1 call attempt on May 9, 2025.  The error that is showing up is that Ms. ***** number is not listed in the Incarcerated Individual's allowed telephone numbers. They do need to get approval for her number to be added to their calling list.  Thank you for your time.