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:07/17/2025

  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:07/07/2025

  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.

  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,
  
  ***** ******

  ions 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.  

• 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.