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:07/15/2025

  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.

  I purchased Ooma phone and internet service for my business in May 2025. The router/internet service was in adequate for my office space so an OOoma representative advised me too purchase a extender to strengthen the signal throughout the office. The signal remained inadequate even after I purchased the extender. I've had at least three phone calls with Ooma technical support to fix the issue. The first I already mentioned, the second time the support person suggested that I reboot the router by unplugging it for a few minutes and then plug it back in. I did that and the router didn't function at all after that. She suggested that she advance my ticket to someone else whoo would get in touch with me in 3-4 days. Meanwhile I'm losing business because my phone is now down. The third call with technical support came days later when she suggested that I remove the *** card from the router and put it back in. I tried this and it did not restore my service. I contacted a new provider to transfer my service. I called Ooma to cancel my service on 7/14/2025 after being without adequate wifi for about a month. I spoke with a supervisor who provided me with the address to return their equipment (Ooma, **** **********************************). He told me to wait until my business phone number was ported to the new service provider, then call back too cancel my account. I received a confirmation email today (7/15) that the porting procss is complete. I called Ooma back and they informed me that I an "under contract and cannot terminate my service without an early termination fee of $908!" They are suggesting that I continue to pay for service that I am not receiving despite shipping their equipment back. I am filing this complaint because Ooma has predatory practices and they are expecting to be paid without providing the agreed upon services.

  Business Response

  Date: 07/17/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer ***** **** has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ********************************************************************************************

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have agreed to waive the early termination fee of $908.87.  They requested a copy of the post office receipt showing the tracking number for the return shipment of their phone equipment and router.  Hopefully this should settle the matter.  Thank you very much for your swift assistance.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/14/2025

  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.

  I canceled my Services in December, And I have been Billed for 7 months with no phone number and no service. They told me they would give me a refund but did not. Criminal Service after 1 hour on the phone today.

  Business Response

  Date: 07/16/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Arthur Veille has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc
  

• Initial Complaint

  Date:07/11/2025

  Type:Billing 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.

  Account was cancelled in September 2024. Ooma Office continued charging our credit card and only cancelled the internet service instead of the entire account. Seeking a refund for at least the charges in 2025, which amount to $1,043.31. I don't even know the telephone phone number that they had associated with our Ooma Office account because the telephone number was ported to a different system. We could not log into Ooma Office because the number was ported to a different provider and Ooma must have assigned a different phone number to our account at that time. We did not use the service or even have access to the service.

  Business Response

  Date: 07/14/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer ****** ****** has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23587735
  
  I am rejecting this response because:

  I was told I would receive a refund of only 2 months of charges (which is far less than I am really due), but I would accept that.  I was told I would receive email confirmation of the refund, but I still have not received the email confirmation several hours later so I don't even know if they are processing the much smaller than anticipated refund or not. They confirmed my email address as ******************** but I have still not received anything from them concerning the refund.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/23/2025

  Dear *****,
  
  Please be advised that we have sent email confirmation as of 07/23/25 to the customer (**** ******) for the refund process on 07/14/2 in the amount of $348.82.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ****** ************
  Ooma ************* Manager
  ********************** Inc
  

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2025

  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.

  I have been trying to ****** my subscription. OOMA keeps giving me the run aroud

  Business Response

  Date: 07/11/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer ****** ******* has been satisfactorily resolved consistent with the customers' expectations as ********************** services were cancelled today on 7/11/25.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ********************************************************************************************

• Initial Complaint

  Date:07/09/2025

  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.

  ******* has not worked properly yet. My customers are telling me they can't get through.

  Business Response

  Date: 07/15/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Guillermo ******* has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc
  

• Initial Complaint

  Date:07/08/2025

  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.

  1. Date of the transaction:I realize I was deceived indicating the charge was discovered 17 day after statement was written. If date is June 17, 2025, then the transaction likely occurred on July 3, ******. The amount of money I paid the business:You were charged $64.73, which was significantly more than what was agreed upon.3. What the business committed to providing me:Ooma committed to:A 30-day free trial A $34.95 monthly fee for 2 phone lines A business phone as part of the agreement 4. What the nature of the dispute is:The dispute is centered on:Misrepresentation of pricing (promised $34.95/month but emailed $45.95/month and charged $64.73)Unauthorized billing Failure to honor the 30-day free trial False and inconsistent information from multiple customer service representatives Refusal to provide a full refund, with Ooma representatives making up excuses 5. Whether or not the business has tried to resolve the problem:No. According to statement, Ooma has not made a genuine effort to resolve the issue. Instead, representatives gave excuses and avoided taking responsibility, refusing to issue a full refund.

  Business Response

  Date: 07/09/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Rodney ******* has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ********************************************************************************************

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair 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.

  I signed up for ooma phone service and paid for the premium and bought the hardware. The day my number was switched to ooma I started getting calls multiple times a day from ********. I did the dial nine to be taken off and they use. Different number. I called ooma as I pay to have this stuff blocked and I was hung up on. This is after waiting for an answer to my email about the app not working

  Business Response

  Date: 07/09/2025

  Dear BBB,
  
  Please be advised that case number ********* Ooma customer ***** ********* has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ********************************************************************************************

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/28/2025

  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.

  In November 2024, Ooma without our authorization updated our phone service to a premier plan, charging us more than double the amount per our original contract from 2020. Apparently, this has been an ongoing practice at Ooma as we are seeing the same complaints on the internet. We are asking Ooma to refund us the extra charges as we did not request or sign for this upgraded service and can confirm Ooma has not given us the extra services. Ooma also cannot provide any email or documented phone conversation with us where anyone in our household agreed to or authorized this upgrade.

  Business Response

  Date: 06/30/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Noel ******** has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc
  

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service 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.

  To: Better Business Bureau Company: Ooma, Inc. Product/Service: Ooma Residential Telephone Service Issue: Unauthorized Charges / Billing Discrepancies Complaint: I signed up for Ooma's residential telephone service under the understanding that I would be paying a promotional rate for their basic phone service which covers only taxes and fees and is approximately $7 per month. However, over the last several months, I have been charged over $20 per month, indicating I have been enrolled in a "Premier" or enhanced plan that I did not knowingly authorize. Additionally, there was a prior billing discrepancy where one month showed a charge of approximately $15, then returned to the usual $7 the following month, further suggesting billing irregularities. I have never used nor requested any premium features. I do not want the Premier plan. I simply want basic, low-cost phone service which is the exact reason I left ******* after being with them for over 25 years. Attempts to resolve this via Oomas customer service have been frustrating and unsuccessful. Phone support has been unresponsive: one call rang endlessly and then went silent; another attempt yielded no resolution. Resolution Sought: I am requesting that: 1. My account be immediately corrected and returned to the Basic plan. 2. I receive a full refund for all months where I was incorrectly charged for the Premier or any non-basic service, as I did not use or authorize them. Thank you for your assistance in resolving this matter.

  Business Response

  Date: 07/07/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer **** ****** has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  
  
  Thank you,
  
  ******* ********************************************************************************************

• Initial Complaint

  Date:06/18/2025

  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.

  On Saturday April 26 I installed a new cable modem. I also reinstalled Ooma office equipment. The equipment had no instructions on installation. I realized after I checked my bank statements, that the Ooma back up internet had been on 24/7 for 7 days straight. I was informed of this when I spoke to customer service and they walked me through proper installation. I was not aware if the equipment is not wired correctly that I would be billed a ridiculous amount for internet that was not needed. The back up internet was only suppose to go on when my regular internet provider was out. I was never called to ask if I had any issues to explain why my back up internet was on for 7 days straight. I was charged ***** for every 2 gb that were used. As my basic internet was never out and it was a malfunction of the Ooma equipment, I asked for a refund of ******* and was denied a refund by a Supervisor.

  Business Response

  Date: 06/20/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer ****** ****** has been satisfactorily resolved consistent with the customers' expectations.
  
  If you have questions or require additional information, please let me know.
  

  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I apologize for any misunderstandings or miscommunications. I am completely satisfied with Ooma services and support and highly recommend their products, services and support. 
  
  Sincerely,
  
  ****** ******