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:12/26/2023

  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.

  ICSolutions repeatedly takes money from consumers and inflates prices, and/or takes the money and does not provide services. On 12/22/23 I put $60 on my ********** account, and had 1 phone call since the payment. Phone calls are $3.15. On 12/23/23 my account shows I have $9.10. There has been multiple times this has happened now looking back. They are inflating prices of phones with no knowledge. When I called the customer service number, they said as of right now they have no resolution for this problem but are aware of it. I also scheduled a visit for today and it is not showing. They told me they are aware of the issue, and I would have to reschedule. It take 24+ hrs to approve a visit. So, they are taking money and not giving the services in return, and unlawfully taking money without consumer knowledge. I want my money back.

  Business Response

  Date: 12/29/2023

  Thank you for allowing us the opportunity to address Ms. ******** concerns. Over the past week, we experienced a database malfunction that corrupted the records for *********************************************************.  Although the prepaid purchases showed up online as posted, as indicated in the photos, when the system malfunctioned, those postings, along with any scheduled visitations disappeared from our system.  We did allow free calls at that site on 12/23, while the system was being updated.  The prepaid purchases were restored and are now reflected properly in her account; however, the visits did have to be rescheduled. Upon review of Ms. ******** account, she has not been charged for any visits that did not occur.  We understand the importance of communicating with their loved ones and sincerely apologize for any inconvenience.  Thank you.

• Initial Complaint

  Date:12/26/2023

  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.

  Multiple emails used to try to set up an account so I can speak with my son. I've added nearly ****** to this company and everytime it says username and or password us wrong. I can't accept his calls I can't send a message or set up a video call. This is not acceptable. You have all my **** money! It's Christmas I want to hear his voice. Let him know I love him.

  Business Response

  Date: 12/27/2023

  Thank you for allowing us the opportunity to address ****************** concerns. The initial prepaid purchase was done on 12/19/23 in the amount of $20; however, it was applied to a number that appears to be one digit off, ending in ****.  On 12/19, 6 calls were attempted to the correct number ending in ****, where there was not any prepaid phone time available for use, so ************** was unable to receive the calls. On December 21, ************** contacted our call center and the $20 was transferred from **** to ****, where calls were then able to be received and accepted.  There were no additional issues accepting calls throughout the holiday weekend. Thank you.     

• Initial Complaint

  Date:12/18/2023

  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.

  Im not able to answer calls when prompt to say or press five to accept the calls.This has been an ongoing problem for the past two weeks I have filed several investigations and emailed the company and nothing has happened yet.I have been using this service for several years and this is the first time that I am not able to answer the calls or accept the calls by pressing or saying five it is not working.Every time I talk to a customer service representative they tell me that and investigation was filed and that he will take anywhere from three days to one week as of yet nothing still not able to accept the calls. It appears to me that **************** is delaying and stalling customer complaints. There are obvious technical difficulties with IC Solutions system I am not the only one that is going through this.This is the only way Im able to have contact with my son it is very annoying when the calls come in and I am not able to accept it by following the prompts press five or say five nothing happens.I will be filing a report with the federal communications commission as I believe IC Solutions is not trying to find a fix for this problem while also charging people for a Service that does not work.

  Business Response

  Date: 12/21/2023

  Thank you for allowing us the opportunity to address ******************** concerns. A ticket was previously submitted to our carrier and based on the recent call record review, the calls are being accepted; however, we do still see some intermittent issues. We have escalated his telephone number for another review and will follow up with **************** with the resolution. Thank you.  

• Initial Complaint

  Date:12/13/2023

  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.

  They are refusing to give me a refund where the inmate was moved and on top of it they took 5 visits from me and I had to pay 6 and some change for each visit and now they don't wanna refund my balance left nor what visits was canceled by ics and now wanna talk bout issuing me a check cause my card was a temporary card and now they wanna do a check no cause that cost to get cashed which means imma loose money I want my money back on my account like I put it in there

  Business Response

  Date: 12/21/2023

  Thank you for allowing us the opportunity to address their concerns. We spoke with *************************** and advised of the credits that were previously issued on the account, and have processed the remaining balance of $8.61 plus tax, totaling $12.37 back to card used for the purchase. Thank you. 

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  This service is absolutely terrible, not reliable at all. I have a loved one who is in segregation and doesnt get in person visits, so we both really look forward to our video visits (which are only allowed 3 times a week for 30 mins), I paid $10 for the video visit.. and was kicked off 3 times before finally being connected to my loved one, and I could see and hear him but he couldnt hear me and he said my screen turned black. So he couldnt see or hear me. I tried connecting back into the video visit for 10 minutes with no luck and after 10 minutes of me trying, it said I had no scheduled visits so I couldnt even try to keep connecting to the visit when there was still 20 minutes left of the visit. This company is stealing from people that are just trying to have contact with their loved ones, this is absolutely terrible.

  Business Response

  Date: 12/18/2023

  Thank you  for allowing us the opportunity to address ********************** concerns.  The visit on December 12th was reviewed.  Although the issue was on the visitor side due to insufficient bandwidth, a credit of $9.95, which is the cost of the visit, was applied back into ********************** prepaid account.  We also reviewed the additional visit on December 17th, and that visit had enough bandwidth on her side to succesfully connect and continue to keep the connection.  We would like to reiterate that successful remote visits are contingent upon having enough bandwidth throughout the duration of each visit.  Consumers should also reach out to our video support line at **************, to expedite and resolve their concerns.  Thank you.

  Customer Answer

  Date: 12/18/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/07/2023

  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 is a joke. Besides the fact that the phones are down half the time because of this horrible company- now that they have video visits, they dont work half of the time either! I am unable to even log into my account and schedule an in person visit to see my loved one. So sick of this company- wish they had another option the facility could switch to.

  Business Response

  Date: 12/18/2023

  Thank you for allowing us the opportunity to address ******************** concerns.  We have reviewed her account, and out of 110 call attempts, 107 were accepted and completed from December 7th to today. In addition, we have been doing updates and maintenance on our visitation system to hep improve connection and the quality of all remote visits over the past month.  This may have impacted the ability to log into online accounts while this maintenance was being performed, and we apologize for any inconvenience.  Another key factor is to ensure there is enough bandwidth, not only for the connection, but also for the duration of the visit.  Thank you.   

• Initial Complaint

  Date:11/13/2023

  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.

  I paid for a video visit and the quality of the video was horrible. The person would not see me clearly nor I see them clearly. My webcam was functioning properly and not blurry.

  Business Response

  Date: 11/14/2023

  Thank you for allowing us the opportunity to address ********************** inquiry. We have reviewed the video visit in question. The resident side of the video was clear and did not have any visibility issues; however, ********************** side was dark.  We would like to recommend that she have a light facing her, rather than behind her to improve the visibility on her side. Although we did not see any issues on the resident side of the video, we have provided a one time courtesy refund of $2.50 back into her prepaid account.  Thank you, 

• Initial Complaint

  Date:11/13/2023

  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.

  The website has been down for days and the inmates haven't been able to make phone calls

  Business Response

  Date: 11/20/2023

  Thank you for allowing us the opportunity to address ************************** concerns.  Our online application has been working; however, after reaching out to the facility, we were notified that a circuit board on their side is experiencing an issue, and calls are currently only coming out of the booking phones. We are working with the facility to see how we can assist and hope to have resolution soon. We appreciate the notification. Thank you.  

• Initial Complaint

  Date:11/10/2023

  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.

  Ive been having to use ICS for years (6 years) to deal with an incarcerated loved one. This program has been used by my loved one incarcerated at many different Detention Facilities. Never once was I HAPPY with this company. This company has stole money from me and countless others. Their phone call services are decent. But their *********** services are complete BS. Countless times my loved one schedules and pays for a visit or I schedule or pay for a visit and countless times they dont work! I either cant log in, using the correct password, it will say log in failed. Im positive its the right log in. Or you wont be able to make it pst the rest screen with out the application crashing. You can only have a video visit if you have the application downloaded. The application is faulty and constantly crashes, laggs, or is working so poorly video visits are not audible, or clearly visible. 9 out of 10 times this app crashes. On 11/9/23 @ 8:40pm I spent 30 minutes trying over and over again to get into the video visit. And to no avail another countless visit with a loved one down the drain, no refund, no replacement visit, not even phone credits. This has happend 20s of times to me. They are crooks, they are stealing our money, they are advertising amazing services to prisons, prisons are offering 1 video visit a *********** cant even meet that quota because this Application does not work and its robbing familys or seeing their loved ones. In addition you cannot even see where to log in on the application you have to randomly touch the screen till you find the log in ***** THEM DOWN

  Business Response

  Date: 11/13/2023

  Thank you for allowing us the opportunity to address **************** concerns. We reviewed the scheduled visits from October 1st to current, and both visits were successful.  The visit on 11/9 shows up as a missed visit; however, based on the screenshots, ************ did attempt to connect.  In light of that, we have provided an additional free visit to the resident's account.  It is important to note that the visits reviewed for that time period, have been at no cost to either party.  We understand the importance of maintaining communication with friends and family and are continuously making improvements to our platform. Thank you. 

  Customer Answer

  Date: 11/14/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/23/2023

  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.

  On October 2nd recorded messages from federal prisons advised listeners that they would need to open and fund an account with ********************** to speak to the caller. This recording was not factual and no attempt was made to refund customers who paid for services as well as an additional fee under false pretenses. I personally paid $53.00 to ICSolutions. The websites states that a refund of the account balance can be requested by calling a phone number, however, refund is not an available option and a person does not answer when selecting an alternate option.

  Business Response

  Date: 10/23/2023

  Thank you for allowing us the opportunity to address ******************** concerns. There are 2 ways for a consumer to receive calls from the ************** of ******** which is a debit call, where the resident is responsible for the call, or via prepaid collect, where the consumer is paying for the call. In regard to the recording, the resident placed that call via prepaid collect, and at the time, **************** did not have any prepaid talk time available on her telephone number, which resulted in that message.  It is a valid message advising the called party that if they wish to accept prepaid collect calls from the resident, they would have to purchase prepaid talk time. If the resident continues to call using his account, she would not have to have any prepaid talk time on her account.  In addition, in order to request a refund, option 5 can be pressed to get directly to a call center agent.  We understand there may have been some confusion and have processed a full refund of $53.00 back to the card ending in **** today. Please allow up to 2 business for it to post at Ms. ******************* style="font-size: 0.875rem;">financial institution.  Thank you.