ComplaintsforNextiva Inc

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2021 I signed a two year contract. I have been paying regularly for almost 3 year. I tried to cancel and they blackmailed me: either I keep for another 15 months and then cancel or they extort $900 dollars: my contract doesn't have automatic renewal; one need to go to another file and , after 8 pages, there is mention of automatic renewal if not cancelled 30 days exactly before expiration. No emails to remind to alert of renewal; nothing in contract. Besides, their legal page states: "VoIP Cancellation Policy You may cancel your Nextiva Service at any time by providing Nextiva with a notice of your intent to cancel by sending an email to ******************************** or calling our ************************ at **************.I called and wrote several times. Still they threatened me if I tried to cancel. Loanshark predatory behavior.Please help me stop this horrible trap.(ignorant or intentional? a **** ********* reported the cancellation period in wrong terms: cannot cancel ever if not < 30 days BEFORE end period, their sites states can only cancel if > 30 days before end...)

  

  Business response

  04/19/2024

  We are trying to reach the client.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to Nextiva's **** phone services with the expectation of receiving reliable communication tools for my business operations. However, upon activation, I encountered severe difficulties in setting up the services. Despite investing significant time and effort, the **** services were never rendered, leaving me without the essential communication tools needed for my business.Furthermore, my attempts to resolve the issue with Nextiva's technical support team proved to be futile and time-consuming. I spent over 2 hours troubleshooting with their representatives, yet no resolution was provided.I promptly notified Nextiva of the issues encountered and requested assistance in resolving them. Despite acknowledging the problems, Nextiva failed to rectify the situation or provide an acceptable solution. Subsequently, I decided to cancel my account with ********************** and requested a full refund for the total amount paid.While Nextiva processed the cancellation of my account, they have yet to issue a refund for the unrendered **** services. Despite attempts to communicate with Nextiva regarding the refund status, I have received no concrete response or timeline for the resolution of this matter.Requested Resolution:I am seeking a full refund of the total amount paid for the **** services that were never rendered. Additionally, I urge Nextiva to improve their service quality and customer support processes to prevent similar issues from occurring in the future.

  

  Business response

  04/05/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -July 15, 2023, and monthly invoices since then -About $20,000 was paid (about $2,500 a month)-Nextiva was supposed to provide us with accurate numbers for our new patient call center -We would like our account to be discontinued and a refund for the system bill since August 2023 because the system could not provide accurate information as promised.-Unfortunately, the business has not tried to resolve the problem nor has been in contact with us since November 2023 -Account # *******

  

  Business response

  03/19/2024

  We are reviewing the client's claims and possible resolution routes. We will be getting in touch with them shortly.

  Customer response

  03/21/2024

  We have been dealing with this company to resolve our account since August 2023 and been unhappy with the service since January 2023.  We would really like it be taken care of as soon as possible since we have moved on with a different phone system since we ported our number over June-July 2023 but continue to pay monthly invoices.  I was told back in November 2023 that I would be contacted and that has yet to happen even after reaching out to them again.

  Thanks,

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

  

  Business response

  03/22/2024

  We are trying to reach the client.
  

  Customer response

  03/28/2024

  I have not been reached by anyone from Nextiva since November 2023 to current, 3/28/24.  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Interaction: March 13th, 2024 Nextiva Ticket ID:Basis of Complaint: There seemed to be an error with Text Messaging Registration for My ********************** through Nextiva Inc. I was advised by Nextiva Support to resubmit the form. Originally have been a customer since approx. October 2023. After re-submitting the form a few times and kept getting declined, Support opened a ticket to Platform Support which I am guessing is their advanced support specialists. I have spoken with the agent handling the ticket and was told to resubmit the form once more after now being told why it was being declined. Changing business procedures was needed after speaking with business legal counsel (mine) to keep Text Messaging for My Business. I resubmitted the form with the new information on Friday March 8th, 2024. I called back in to support on Wednesday March 13th and spoke with a support representation first thing and was very rude, disrespectful and seemed to fail a supervisor/manager when asked. After being on the telephone for 56 Minutes, a supervisor finally came on the line. Supervisor provided agents name as "****". Requesting a contact by the senior support manager for Nextiva. Requesting to speak to discuss this matter overall to improve relationship with Nextiva. Also requesting some sort of compensation for the issue(s) as well. Requesting response within 30 days.

  

  Business response

  03/21/2024

  We are working with the client on an amicable resolution.

  Customer response

  03/21/2024

  the business has failed yet to make the accommodations or resolutions. They are awaiting response from a 3rd party provider.  Would appreciate if this complaint stayed active until a resolution is reached to prevent an additional complaint.  I am willing to allow the business 5 more days to come to a resolution. 

  

  Business response

  03/22/2024

  The issue we are trying to resolve will take a bit more time than is allowed by the complaint response frame. It is monitored by the management team and is raised in priority with our engineering team. The resolution steps have been discussed with the client.

  Customer response

  03/28/2024

  We are rejecting the business response as this "supposed" resolution has went on for more than 30 days and has to be fixed!  We are not going to continue to delay when our business communication is on the line. 
  In investigating this issue, We talked to DialPad and Ooma and they both indicated their agencies only take 2-3 days to get something like this approved... Why is Nextiva taking so long then?  
  We are encouraging the BBB that if chooses to resolve the complaint before they issue an appropriate resolution is to provide this case and its negative feedback towards Nextiva's Rating with the BBB. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in July of 2023 I decided after several poor service experience with other service providers to establish business phone service with NEXTIVA. Ever since that time, the experience has been one of the worse I have ever experienced. I have been forced to contact customer service and the billing department more than 10 times in a two month period as NEXTIVA continues to overcharge me for services and attempt to take money they are not entitled to. The sales person who I spoke to about establishing service specifically told me that the monthly payment would be $77.95 which was the original price of our previous contract. Every month that we have been billed we have been billed $****** which is not the contractual price which we agreed to. When I spoke to the billing department they had no real idea of how to fix this issue. After about 10 very aggravating phone calls to NEXTIVA they finally came back and told me that the invoices we fixed to reflect the correct amount. They requested my payment method be updated and the correct amount paid. Per their request I provided this information. A few days later after resolving this matter I was charged another ****** on top of the ***** I was charged a few days previously. It seems as though they simply wanted updated billing info to continue their deceptive and fraudulent practices. That being said NEXTIVA has also breached the contractual agreement by charging a cost was not agreed to when I signed. Furthermore I am committed to this poor service for 3 years under the current contract agreement.

  

  Business response

  03/18/2024

  We are working with the client on an amicable resolution.

  Customer response

  03/18/2024

  
  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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up for phone service with Nextiva in Oct 2023. They were supposed to walk us through setting up the business line, however, they never did. We have been attempting to cancel the service since November yet they have continued to charge us. They offered ********************************* money back and not only did they not return the money for the first month but they charged us for 2 additional months and are attempting to charge us for 2 more and still havent cancelled.

  

  Business response

  03/11/2024

  We are working with the client on an amicable resolution.

  Customer response

  03/11/2024

  Company stated they would forward to their supervisors for refund yet no refund has been received. When and if  refund is received then we will consider this resolved. 

  

  Business response

  03/15/2024

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

  Customer response

  03/21/2024

  
  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

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently went to cancel my Nextiva service as I knew I was well beyond the original contract period that I signed up for. Upon calling customer service to cancel I was informed that within their terms and conditions that customers agree to auto renew unless they specifically call before year end to cancel. I went back to the terms and conditions to find this buried more than 10 pages into the agreement. There was absolutely no out reach from Nextiva informing me that my account would auto renew per the agreement - this is more than predatory on the side of the phone company as consumers should have the right to be notified that a contract is about to be renewed for a full year.

  

  Business response

  03/11/2024

  We are working with the client on an amicable resolution.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had issues since day 1 with little to no support. We have tried many times to schedule calls with their sales department to buy/learn about new equipment that would better serve our needs. Every time we schedule a meeting, the company no shows. Our phones had issues all of the time and we could never talk to anyone about how to get a better system in place. Our company can't survive with the phone being down. After several attempts to make it work, we made the choice to use a different company. We talked to a sales person and were under the impression that our service would be cancelled. That has not been the case. We are being charged $220 per month for phones that are sitting in a box. Before we switched services, we tried to sit down with them multiple times about how we could fix the issues that we were having. We can't get help. 6 weeks ago, we called to discuss the charges and if we could talk to a manager. We were told that the only way to go about this would be for them to write a ticket to management and wait hear from them. All we got was an email saying something along the lines of we are happy that we were able to help you. We never received a phone call or email from the company. Yesterday, we called to talk to the customer support manager and were met by a guy laughing at us. He kept saying that we can't let you to talk to anyone. I will open a ticket for you and a member of management will reach out. It could be 1 day,2 days,or 2 months,it will just depend on when they have time. We talked to another customer specilaist. He told us that if we paid $2k right now that he would make the charges go away. After going back at him on how that is not going to work, he said I will take off 50% and you pay $1k today and it will go away. Again, we said this is not right and a scam to which he said I will call you in one hour and try to eliminate the balance. We never heard back.We would like a refund and all future payments cancelled.

  

  Business response

  03/07/2024

  We are working with the client on an amicable resolution.

  Customer response

  03/07/2024

  
  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

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted Nextiva to acquire an 800 number for our law office billboard, specifically requesting a number that spelled out our last name. Initially, I was informed that the desired number was available, which led me to sign up with excitement. However, upon further communication, another representative contradicted this information, stating that selecting a specific number was not possible. Despite already paying and signing a contract for the specific number, I promptly requested cancellation. Unfortunately, recurring charges continue to appear on my credit card, with no reversal despite my cancellation request. Despite numerous calls, I've been transferred between representatives for hours without resolution. This experience has left me deeply upset, and I believe Nextiva to be a fraudulent company that others should avoid doing business with.

  

  Business response

  03/07/2024

  We are working with the client on an amicable resolution.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up with Nextiva for my business in September 2023 with a 12 month contract. The monthly billing amount was discounted to $23.00 plus tax for the contract period and came to a total $25.66 each month. I have had nothing but issues with the service including dropped calls, calls not forwarding, the app crashing and an inability to view any invoices. The company has stopped sending me any sort of invoice after the first billing cycle and is overcharging me inaccurate amounts. I cannot access any invoices through the app or website so I am being charged without any form of proof for services and I am being given the runaround by support. I had removed two optional plugins in October that were free for a trial period and I am still being charged for them with no resolution or record by support. They just charged me $41 without sending any receipt or invoice and are refusing to refund the overcharge amount

  

  Business response

  02/28/2024

  We are working with the client on an amicable resolution.

*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. ↩