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BBB Accredited Business sinceAdditional Locations
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A BBB Accredited Business since
BBB has determined that inContact, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for inContact, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Kimm Partridge, Corporate Secretary Mr. Paul Jarman, CEO & Director Ms. Margo Lister, Company Contact Brandey Lorensen, Dir of Provisioning Mr. Mike Shelton, CTO Rudy Vidal, Chief Customer Officer
Computers Hardware, Software & Services Computers - Training
Products & Services
This company offers software as a service with telecom.
7730 S Union Park Ave Ste 500
Midvale, UT 84047 (888) 826-0002 (801) 320-3200 (800) 363-5029 (866) 541-0000 Directions
PO Box 410468
Salt Lake City, UT 84141
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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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Additional Phone Numbers
- (888) 826-0002(Phone)
- (800) 363-5029(Phone)
- (866) 541-0000(Phone)
- (801) 715-5022 (Fax)
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|7/27/2015||Problems with Product/Service | Complaint Details Unavailable|
|9/12/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I am unable to access my account on your website during the weekend. Phone messages and emails have not been answered. I have been a Big Planet/Simplifyone customer for years and over the last several months, I have been unable to access my account during the weekend. This means I cannot access my received faxes or phone messages. I have left several messages at the number and email indicated on your site (************,*********@ucn.net) with no response. When I spoke with customer service during the week I was told this product is not really supported anymore. This inconvenience is jeorpardizing the business I run and causing me to consider canceling my account.
Desired Settlement: I would like to know why the service is not available on most weekends, who to contact when it happens and how I will be compensated for the inconvenience.
Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ Contact Name and Title: ***** ******, Manager Customer Service Contact Phone: XXX-XXX-XXXX Contact Email: ************@incontact.com October 29, 2013 Case #XXXXXXXX Better Business Bureau of Utah 5673 South Redwood Road #22 Salt Lake City, UT 84123 801-892-6009 This letter is in response to BBB Case number XXXXXXXX. inContact account number XXXXXXXXXX, ***** ********* ********* BigPlanet is a Switched Long Distance product that inContact, formerly UCN, acquired many years ago when they purchased a company called iLink. BigPlanet is not an inContact core product, as inContact's core suite of products are software products/services, but inContact does still support this product. BigPlanet business hours of operation are Monday through Friday, 8 am - 5 pm, MST. The Toll Free number, XXX-XXX-XXXX, that BigPlanet customers call for support, does not give customers an option to leave a Voice message, so customers need to call during hours of operation/business hours in order to speak to a Customer Service Advisor for support, to make changes to their services/account or to report problems accessing their account or the website. The email address listed in the complaint, *********@ucn.net, is an outdated email address that does not deliver emails to the inContact Customer Service team, which is why emails from this customer went unanswered. This email address is not advertised on the inContact website but it was incorrectly advertised on our partner's website, where customers can sign up for BigPlanet services. inContact has advised our partner of this error and asked them to amend this so that the correct contact email address, ***************@incontact.com, is now listed on our partners site and any paperwork associated with BigPlanet services. In order to reach inContact Customer Service please email ***************@incontact.com. This email address is monitored 24 hours a day, 7 days a week. If customers will send an email stating they are unable to access the website and/or their account, a Case will be created to have this corrected. Customers can also create Cases on the inContact self service support site at www.support.incontact.com. In order to be set up with access to the online service site please contact us at XXX-XXX-XXXX and a Customer Service Advisor will be happy to set up this access for you. Sincerely, Customer Service Department inContact, Inc. Initial Consumer Rebuttal /* (3000, 7, 2013/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the website "www.support.incontact.com" is incorrect. The correct site is "www.incontact.com/support" and I had to call to get that information. Secondly, I don't see why a company offers a service, if they cannot fully support it. Final Business Response /* (4000, 9, 2013/11/07) */ November 7, 2013 Case #XXXXXXXX Better Business Bureau of Utah 5673 South Redwood Road #22 Salt Lake City, UT 84123 801-892-6009 This letter is in response to BBB Case number XXXXXXXX. inContact account number XXXXXXXXXX, ***** ********* ********* We would like to express our sincere apologies that you were given incorrect information regarding our Support Site URL in the last response and when you called in to speak to Customer Service. The URL recently changed, which is where the confusion came in. The correct URL for our online Support Site is https://support.incontact.com. We appreciate you brining your concerns about the BigPlanet product and support to our attention. inContact is reevaluating the support model for the BigPlanet product in the context of our overall service model and will have a more firm direction around this in the coming weeks. If we can be of further assistance please let us know. Sincerely, Customer Service Department inContact, Inc.
|5/14/2013||Problems with Product/Service|