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Business Profile

VoIP Phones

Dialpad

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in VoIP Phones.

Complaints

This profile includes complaints for Dialpad's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Dialpad has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Dialpad

      100 California St. Ste. 500 San Francisco, CA 94111

    • Dialpad

      3001 Bishop Dr Ste 400A San Ramon, CA 94583-5005

    • Dialpad

      2 Embarcadero Ctr Fl 8 San Francisco, CA 94111-3833

    Customer Complaints Summary

    • 51 total complaints in the last 3 years.
    • 37 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2025

      Type:Product Issues
      Status:
      Answered
      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 were charged for 2 months for a user that we no longer use, no logs and Dialpad is refusing to refund. They charged us for March and April and the useror number is no longer in use

      Business Response

      Date: 05/05/2025

      Hello,

      Is it possible for Cherry to provide the ticket number in which she asked for the refund or adjustment to their account? I would like to review the internal tickets to see how I can best assist. I'm not locating the ticket specifically asking for this, having it would be great help. 

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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: 23235028

      I am rejecting this response because we have already wasted weeks while this company "looks into" or "investigates". Their support tracking system isn't reflecting the numerous phone calls we have made trying to resolve the issues and only 3 of the support tickets we've opened Jan-Apr 2025. We had 0 issues in ** 2024 so something has changed within this company that have caused the technical issues. If you look at all of the other reviews customers have recently posted, we are not the only customers experiencing technical issues since 01/01/2025. The ONLY acceptable answer for our law firm is approval of our request to terminate. We can't successfully operate our business with the quality of service we have with Dialpad. 


      Sincerely,

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

      ave lost confidence in your ability to deliver a working solution.We are asking (and have been repeatedly denied) for early termination of our contract with no further financial obligation.

      Business Response

      Date: 04/22/2025

      They seem pretty set on wanting to cancel their account, I've found only 3 tickets where they outline technical issues, two of them had been resolved and asked to be closed by the customer.  

      I've located their request and wrote a note to the team where the request is sitting to inform them of their BBB complaint. The *** team should address this accordingly. Kindly asking for their patience for this matter to be addressed.

    • Initial Complaint

      Date:04/02/2025

      Type:Product Issues
      Status:
      Answered
      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: 23151073

      I am rejecting this response because:

      Nothing has been done and Im rejecting this because there's the 5 day window. I'd want refumds.

      Sincerely,

      ***** ***

      ssing is the reason why I had to spend money porting my number back to my previous service provider. I want my money back. They cost me time and money.

      Business Response

      Date: 04/03/2025

      Hello,

      I truly appreciate you taking the time to share your experience, and Im sorry to hear that this has been such a frustrating and time-consuming situation for you. Thats certainly not the experience we want for our customers.

      Id love the opportunity to look into what went wrong and work toward a resolution that were both satisfied with. Your concerns about billing, phone provisioning, and number porting are important, and I want to ensure theyre properly addressed. Our team will be reaching out soon to work through this. 

      Thank you again for your honest feedbackI know your time is valuable, and I appreciate the chance to improve from this.

    • Initial Complaint

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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: 23107900

      I am rejecting this response because: No one has reached out to me.  This has been the issue.  I have a problem with the system not working and nothing happens to get it resolved

      Sincerely,

      ***** *****

      Business Response

      Date: 03/24/2025

      Hello,

      This customer's ticket is already with the higher tier. I will contact the manager of that team to see if I can get it further escalated, we're sorry for the inconvenience. 

    • Initial Complaint

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 submitting this formal complaint against Dialpad for its failure to properly process and approve our SMS campaign registration, resulting in severe disruptions to our operations, financial losses, and damage to our customer relationships. Since November 2024, we have attempted to register our SMS campaign with Dialpad six times, working closely with their support agents to ensure compliance with all required guidelines. Despite this, Dialpad has continuously rejected our submission without proper justification or failed to escalate the issue for resolution. Dialpad has repeatedly stated that The Campaign Registry (TCR) is responsible for approvals. However, after reaching out to *** directly, we were informed that Dialpad is responsible for approving the registration before submitting it to ***. A *** representative confirmed that they escalated the issue to Dialpad, yet Dialpad has taken no action to resolve the matter. This ongoing failure has caused us to: Lose business opportunities due to an inability to communicate with customers via SMS. *************** losses while continuing to pay for Dialpad services that are not functioning as expected. Damage our reputation due to missed communications with our customers. Despite numerous attempts to resolve this issue and our formal complaint with the **** Dialpad has failed to respond or take meaningful action. Their refusal to take responsibility for their obligations as a telecommunications provider is unacceptable. We request the BBBs assistance in holding Dialpad accountable and ensuring they take immediate action to approve our SMS registration or provide a justified explanation for their failure. If this issue cannot be resolved, we expect Dialpad to issue a full refund for the services they have failed to deliver. Please advise on the next steps and how this complaint can be formally addressed through your channels.

      Business Response

      Date: 02/27/2025

      Hello,

      I am really sorry for the trouble. I will work with my team to try and get us answers to the challenges being faced here. It is not our intention to delay these processes, we understand the importance of having a registered compagnie. We appreciate your patience as we sort this out.  

    • Initial Complaint

      Date:02/26/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 submitted the *** brand and campaign information for our company as required by Dialpad on 7/17/2024. We never heard a word from DialPad regarding our campaign, so we assumed everything was taken care of. on Jan 21, 2025 our *** messaging functionality was no longer available. We were able to work with customer service to ensure our campaign met the requirements and service was restored. On 2/3/25 *** messaging once again abruptly stopped. Dialpad stated that per *** regulations, without an approved *** campaign all messaging is blocked. We have repeatedly corrected and had the Dialpad team walk through every single change or update that magically kept showing up. We were told to expect between 3-21 days for our campaign to be approved. We have surpassed this timeframe with absolutely no end in sight. At this point, we were told today "The carriers are currently processing a high volume of registrations" and they can no longer assure us of a timeframe for service to be restored. We began this process back in July of 2024 to ensure there would be no issues with our service, and at this point, we cannot get any timeframe for when we will be able to use to services we are paying for, because Dialpad dropped the ball and never submitted our *** campaign back in 2024.

      Business Response

      Date: 02/27/2025

      Hello ****, 

      My name is ***** ******* and I'm the director of ************* for ********************. I'm very sorry about this situation. It hasn't been fun for any of us, allow me to work with my team to see what we can do to resolve this for you once and for all. Expect a reply from us on the ongoing ticket you have with customer care. I am truly sorry again for this, we've been at the mercy of these providers. However, I do take some accountability - we could have done a better job. 

    • Initial Complaint

      Date:12/31/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 company sign up based off of certain features we were told the system would have, (you cant even set up text templates where we were told we would be able to) and the customer service and onboarding support.They have you pay for onboarding then dont have you set up for an appointment till a week later. We had 1 meeting of service and was told there would be a second to help us finish getting on boarded after our numbers were ported in. They were supposed to help us with minor automation. There was no meeting after the first. 3 meetings were missed where no one showed up. multiple times requested meetings with no response for over 30 hours later( not on a weekend). Requested cancellation MULTIPLE times AND THEY ARE STILL CHARGING ME AFTER MULTIPLE REQUESTSAND THEM SEEING WE ARE NOT USING THEIR SYSTEM NO CALLS NO TEXTS NOTHING AND SENDING WRITTEN COMMUNICATION OF REVOKING THE PERMISSION TO CHARGE MY CARD.

    • Initial Complaint

      Date:12/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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: 22688044

      I am rejecting this response because: I CANT log into a dialpad account as my account was with Uberconference. I also NO longer work at my previous company and do not have access to that e-mail to reset password. There is NO way for me to login to ANY account. 

      Sincerely,

      ****** ****

      Business Response

      Date: 12/17/2024

      Uberconference was not bought by Dialpad. It's always been a Dialpad product, this customer can request a cancelation and refund by going to the following places

      ************************************************* - they can log in using the account email or go to ************************************************** there is a chat button on that page where they can speak with a human. Lastly, they can call our general support line ************** and select billing from the menu. There are many places for them to speak with a person who can help them. 

      Business Response

      Date: 12/18/2024

      What is the current email for this person? Did they try to call into the telephone number provided to them? I will work with the team to get their account canceled, however, what would be the email address to send confirmation of this?

    • Initial Complaint

      Date:12/03/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Cancelled Dialpad in April 2024 and was charged monthly until December 2024. They will not refund the money because they state i did not cancel that part of the service. Email requested to ****** all services.

      Business Response

      Date: 12/17/2024

      I don't understand why this person sent this to the BBB, all their transactions were refunded and they were sent notice from us on Dec 3rd. from an agent named ****** Segayo. I've attached proof of this communication to them. 

    • Initial Complaint

      Date:11/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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.

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and will accept it because my account has finally been cancelled with the company. I do not wish to have any further contact from them.

      Sincerely,

      ****** *****

      Business Response

      Date: 05/29/2025

      We recently came across your post and, even after some time has passed, we wanted to sincerely apologize for the experience you had. 

       

      Since then, we've made significant improvements and have worked hard to ensure a better experience for our customers. We'd truly appreciate the opportunity to show you how far we've come. 

       

      Thank you again for your past feedbackits been invaluable in helping us grow. Wishing you all the best.

       

    Dialpad is NOT a BBB Accredited Business.

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