Complaints

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:07/23/2025

  Type:Sales and Advertising 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 a Nextiva customer for 10+ years. During that time, **** had an OK experience with services, enough to keep us customers. However, the last year has been a complete disaster. Several services were unusable intermittently, which greatly impacted our ability to communicate with clients. When we decided wed had enough and went to terminate our contract, we were informed that we were locked into a two-year contract that auto-renewed. We had never been informed about these terms in our dealings with customer service. We contested and it was determined that we could terminate, but only for a hefty fee. We did so to avoid further disruption, but I find this to be completely unacceptable business practice. The icing on the cake was when we were sent a customer satisfaction survey following termination and found that the link is brokenironic.

  

  Business Response

  Date: 08/01/2025

  We were able to reach an amicable resolution with the customer.

  Customer Answer

  Date: 08/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Billing 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 writing to express my experience with Nextiva, which has been a mix of both positive and negative aspects.Product Quality:Nextiva offers a commendable product that meets my communication needs effectively. The features provided are indeed beneficial for businesses seeking reliable service.Pricing Concerns:However, I must raise concerns regarding their pricing and transparency practices. Over the course of one year, my monthly bill escalated from $145 to $225 without any notification of the increase. It appears that Nextiva engages in automatic billing practices, leading to unexpected charges on customers' accounts. Cancellation Difficulties:Upon attempting to cancel my service, I was informed that doing so would incur fees exceeding $1300. Following my complaint, Nextiva reviewed the recorded conversation with the salesperson and acknowledged that critical information had been omitted regarding the terms of the agreement, resulting in a credit to my account. This gesture was appreciated; however, the overall experience was frustrating and convoluted.Account Management:Despite assurances that my account would be terminated, I have encountered continued complications, with my account still active. This ongoing issue adds to the confusion and disappointment with Nextiva's service.Conclusion:In summary, while Nextiva provides a quality product, the service experience, coupled with hidden fees and aggressive pricing practices, is concerning. Potential customers should exercise caution regarding the terms of service and billing practices before committing to their offerings.

  

  Business Response

  Date: 07/11/2025

  We were able to reach an amicable resolution with the customer.

• Initial Complaint

  Date:07/02/2025

  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.

  We signed up for Nextiva in February, 2025 from February to April, 2025, we worked in depth with Nextiva because they could not get our phone system to work correctly and route phones calls as needed. These contacts involved up to 3 hour customer services calls numerous times as they tried to troubleshoot the issue. on the last 3 hour call the tech said, just request a refund and go elsewhere, we can't figure this out. So that is what I did. Now they are refusing to refund us the money for services that they were UNABLE TO FULFILL in the contract. Due to non performance on NEXTIVA's part we are due a full refund of our charges of $2,231.05. We did everything in our power to get the system working correcty and worked with them extensively. NEXTIVA was unable to provide the services they provided are in default of the contract.

  

  Business Response

  Date: 07/09/2025

  We are working with the client on an amicable resolution.

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service 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.

  **BEWARE OF THIS COMPANY** : If you are looking to test/trial their system, they will tell you about how they will include a "30 day out" provision. However -- they will NOT refund the charges that they insist on collecting in the interim period. Instead they will tell you that the 30 day out only cancels the future portion of the contract and does not entitle you to any refund of funds paid.The sales people lead you to believe that you are covered. But after the fact, the sales people(***** in my case) will refuse to answer your calls or emails about the subject. They have quite a scam going.

  

  Business Response

  Date: 06/27/2025

  We were able to reach an amicable resolution with the customer.

  Customer Answer

  Date: 06/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:06/20/2025

  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.

  On June 20, 2025, my toll-free business number *************) was ported out of Nextiva without my authorization. This number belongs to ********************* and is used on all company materials, websites, client contracts, and ****** listings.I did not request this port, was not notified, and received no verification prompts from Nextiva. Customers have already begun reporting that the number is no longer in service, which is causing loss of business and damaging our reputation.I contacted Nextiva support, and was told that the number no longer belongs to me with no further explanation, resolution, or internal investigation provided. Ive since escalated to their account manager ****** ****** **************************************** but have received no proper *********** requesting: Immediate recovery of my business number A formal investigation into how the port was approved A port-out lock for future protection This is a serious issue that puts my entire operation at risk. I am also pursuing complaints with the *** and *** for federal intervention.

  

  Business Response

  Date: 06/27/2025

  We were able to reach an amicable resolution with the customer.

  Customer Answer

  Date: 06/28/2025

   
  Dear BBB,
  Thank you for the update regarding Complaint ID #******** involving Nextiva Inc.
  While the company has restored our toll-free business number and applied a two-month credit, I do not consider the matter fully resolved.
  Nextiva has claimed that this incident was caused by the delayed processing of a port-out request originally submitted in August 2024 nearly *********************************************************************************************************** June 2025, without verification or authorization from our company.
  This is not something that can simply be written off as human error. We are seeking a clear, documented explanation of:
  What triggered the outdated port-out request to be reactivated
  Whether it was internal mishandling or external manipulation
  What steps have been taken internally to prevent this type of incident from recurring
  Until that explanation is provided, and Nextiva accepts accountability for the event, we respectfully request that this complaint be marked as Answered but not Resolved.
  Thank you again for your continued assistance.
  Sincerely,
  **** *****
  *********************
  *******************************************
  

  

  Business Response

  Date: 07/02/2025

    When a porting party informs us of a port out, the numbers attached are automatically sent into the removal queue. This process does not require authorization and typically happens a couple of months after the initial notice to ensure the port is finished and is not tampered with. Due to a simple factor of human error, which no one is protected from, the client's number, they previously ported out and then brought back in, was removed later than expected. The situation was quickly mitigated, and the client's number was reinstated.
    The client was informed that system and operational updates are managed internally. When a situation occurs, managers and/or agents report it to central management and administrators for review. If, after investigation and deliberation, a decision is made to change or update any existing procedures, the updates are communicated through common company channels to relevant teams and/or the wider organization. Such a process takes time and is not shared publicly, as with any company.
    The situation that happened with the client is an isolated case and is already addressed within our internal guidelines. Nevertheless, we have communicated with the relevant teams to reinforce best practices in their daily operations. This was also passed to our management for further review and consideration to be addressed if applicable. At that time we delivered the news, that the situation has been resolved, the client expressed satisfaction and stated they would withdraw their complaints. As a gesture of goodwill and an apology, we added two months of service credit to their account.

  Customer Answer

  Date: 07/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *****
  
   
  

• Initial Complaint

  Date:06/18/2025

  Type:Sales and Advertising 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.

  From December of 2024 to June of 2025 we were auto billed for services that we did not receive that they acknowledged we did not receive. The account was considered "active" even though the number had been ported. We were willing to pay an account maintenance fee for the months it was active but feel that we should receive a refund for services that they agree we did not receive or use.

  

  Business Response

  Date: 06/27/2025

  We are communicating with the client regarding a resolution.

• Initial Complaint

  Date:06/18/2025

  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.

  I have VoIP with this company, and have since April of 2018. At the time I signed a lease for 3 years, part of it was to cover the installation of the product and we agreed to have a 3 year term. When the term was completed in 2021, there was no notification nor email request to renew my contract, they automatically updated me to a second 3 year term. In 2024, once again there were no emails or notifications that the term was ending and we were going to be renewed for another 3 years! This policy of auto renewing for the same term as the initial contract was implemented in 2019, AFTER I signed my contract in 2018. They are now saying that I am under contract until 2027 and will have to pay any cancelation fees if I cancel prior to 2027. I have been with them for over 7 years, more than enough time to cover the cost of installation and equipment, they have done multiple auto renewals with out my approval. I asked them to provide the signed contract that states this info, they did send me a PDF of the signed contract but it did not have the T7C attached, there was a link to the terms that gave me redirected 404 error page. I could not see the terms and conditions as they stated, but from what I can tell, this policy was enacted in 2019 and they grandfathered me into this without my knowledge. . My ask is that we are released from the contract without penalty.

  

  Business Response

  Date: 06/20/2025

  We are trying to reach the client.

• Initial Complaint

  Date:06/12/2025

  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.

  Date: Original Contract signed December 13, 2019 and amended in February of 2020. Attempted to cancel in May 2025. Amount disputed: $188.04/mo for auto renewed contract of 40 months. What was promised: Nextiva provided phone equipment, used with a different service provider (Charter Busisess). Nature of dispute: We've been a customers since December of 2019. When We recently attempted to cancel, We were told our account had auto-renewed for an additional 40 months, and that we would owe the company the entire amount as a termination fee. The original contract we signed did not include clear or conspicuous language about automatic renewals, only a link to terms and conditions online. We were never sent a reminder prior to renewal both of which are required under Minnesotas Automatic Renewal Law. The terms and conditions have indicate revisions to the have been made as recently as July of 2024 and Nextiva has provided nothing to show the terms and conditions agreed to in 2019. Nextiva claims the terms and conditions online (linked in the original 2019 agreement) allow for auto-renewal. However, this is not legally sufficient. Under Minnesota law, renewal terms must be clearly presented before acceptance and require affirmative consent, which they never obtained. Nor were we properly notified prior to the auto-renewal. We contacted Nextiva to cancel and dispute the charge, and explained the lack of proper disclosure and consent, and requested cancellation without penalty. They continue to insist the charges are valid. Nextiva has verbally offered a reduced amount per month for the remainder of the contract, but agreeing to that would be acceptance of their terms. Requested resolution: We are asking Nextiva to cancel the account with no early termination fee, and to confirm in writing that our account is closed and the All charges from June 1, 2025 on be waived.

  

  Business Response

  Date: 06/20/2025

  We are trying to reach the client.

• Initial Complaint

  Date:06/09/2025

  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.

  We have been paying Nextiva over $2,000/monthly.When we first created this account, we were not told we would be paying for a productivity plan which we would not need. I have brought this to their attention and was told we could get the money back from the previous months but still have not heard anything. They just keep reaching out about how we can move on and enhance our plan.We have also reached out about a month ago about merging our 2 plans together and still have not received any information. Every time I reach out I just get a response on how we want to move forward and enhance our plan. We need these issues resolved before we move on with anything.

  

  Business Response

  Date: 06/13/2025

  We are reaching out to the client.

• Initial Complaint

  Date:06/04/2025

  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.

  We are a medical office using Nextiva for business phone service. We recently as of 6/4/2025 requested to reduce the number of phone lines on our account to a single remaining line. We are not cancelling the entire service only reducing the number of lines.Nextiva responded by stating that we would be charged early termination fees for the specific lines being removed. However, this is not supported by the contract we signed.According to the contract, early termination fees apply to a line of service, not per phone line. The language is clearly written in the singular, which does not equate to charging a fee for every individual line removed when the overall service remains active.Nextiva is interpreting the contract in a way that maximizes charges at our expense, without justification, and is attempting to enforce this through a removal agreement which appears designed to override our original agreement and force acceptance of fees that are not clearly disclosed or supported.This is a deceptive and misleading practice.We are requesting the following:That Nextiva remove the early termination fees applied to the lines we requested to reduce.That the company honor the exact language in the contract which does not support multiple per-line cancellation charges when service is still active.That the use of misleading "removal agreements" be reviewed and corrected to reflect transparent, lawful practices.We have full documentation of the original contract and all related correspondence. If this is not resolved, we are prepared to escalate the matter to the ***, State Attorney General, and public review platforms.

  

  Business Response

  Date: 06/13/2025

  We are working with the client on an amicable resolution.