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:06/16/2025

  Type:Delivery 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 ordered an Ooma Telo home phone device for $99.99 ($109.74 with tax) on May 13, 2025. Order and tracking numbers are below:Order Number:OID-132-e96wdikfr68n67u7 Carrier:*** Tracking Number:1Z30E77E0365359362 It didn't arrive as scheduled, and when I checked the *** tracking #, the package showed as delayed in transit, but it didn't produce an updated estimated arrival date. After waiting longer, I concluded it wasn't going to arrive. I e-mailed Ooma customer care support and received an automatically generated response that someone would follow up within 24 hours. Nobody followed up. Incident # is 250520-004146. I called customer support and the *** directed me to contact ***. I was not happy with that answer and told him that, as the customer, I did not select *** as the carrier and should not be responsible for resolving the issue with Ooma's carrier. I emailed customer care support again, and again, no follow up. I finally called *** and they confirmed the package should be declared as lost. I asked whether it should be the shipper or receiver who files a claim with *** for the value of the lost item in this scenario, and *** confirmed it should be the shipper.I emailed Ooma customer care support again and said ********************** should ship me a new item and file the claim with ***. Again, no response or follow-up. It's been well over a month since I paid Ooma for the item. I either need Ooma to send me a new Ooma Telo through expedited overnight shipping, or a refund. Their lack of customer service and support is absolutely unacceptable.

  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 as ********************** processed refund today for $109.74 which customer will see within 3-5 business days. 
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ******* ****************************************************** Manager
  ********************** Inc
  

  Customer Answer

  Date: 06/21/2025

   
  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 provided the refund requested.  I've provided their team additional direct feedback about customer service and their resolution process for customers.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:06/11/2025

  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.

  This company lies to me at the time I was requesting the service. I was told that I was not in a contract, but if I still move more than a year with them, I can keep the phone. after months that my company have to be closed. I called to cancel the service and is the time that I was told that I was entered in a contract. I accepted and say OK I keep the service for a year, after a year when I call to cancel the service. They was telling me that I have to return the phone and Im telling them that I was told that I can keep it but I can return it so they can send me a return label and they refuse to send it so they are lying to me from the beginning!!!

  Business Response

  Date: 06/13/2025

  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: 06/13/2025

   
  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:06/09/2025

  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 May 5, 2025, my 501(c)(3) nonprofit organization-initiated business phone and **************** with Ooma. On the same day, I promptly submitted a copy of our IRS tax-exempt determination letter to the email address provided by Ooma, in accordance with their instructions.Despite our timely submission, it has now been over a month, and our account has not been updated to reflect our tax-exempt status. I have continued to receive billing statements that include tax charges, which should not apply to our nonprofit.I contacted Ooma customer service on two occasionson May 29, 2025, and again on June 9, 2025to follow up on the matter. Unfortunately, on both calls, I was informed by the representatives that they were unable to assist me directly and would need to escalate the issue to a supervisor or manager. However, I have not received any further updates or resolution.This delay and lack of communication have caused unnecessary financial burden and administrative effort for our organization. I am requesting that Ooma immediately apply our tax-exempt status to our account and issue a refund or credit for any tax charges incorrectly billed since the account's activation.Desired Resolution:Immediate application of our tax-exempt status to our account.Refund or credit for all tax charges applied since May 5, 2025.Written confirmation that our tax-exempt status is now recognized and in effect.

  Business Response

  Date: 06/10/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Yaisa ****** 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: 06/11/2025

   
  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:06/08/2025

  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.

  They 'block' e-mails when their device is not working, which is not acceptable.I have had 'abysmally poor' service for years now. The call quality goes from 'poor' to 'utterly stupid'when you can least afford it to not work. I have tried everything. Moved the device, even put it in the same room with the router and phone, even direct connection to the router. Yesterday I spent over 10 hours troubleshooting the device which showed 'SOLID BLUE' (working) when it wouldn't make outbound calls. As a former telecom tech support person, I understand how to 're-provision' (setup) the device remotely and asked them to please do t his as something was not working. Today I got an e-mail from them asking me to CALL THEM (groan) but last time I tried using it it didn't work.Miraculously it worked, so I called their call center in the *********** and 'thanked' three of them. I found my e-mails to them are now 'blocked' and that IS the very very last straw for them. Crappy call quality, virtually NO TECH SUPPORT, and 'blocked' e-mails, means it's OVER.I should have terminated the service three or more years ago because it is just garbage. Low cost is one thing, but ZERO FUNCTION is a totally other ************ thing I will give them, their call center people in the **** are very nice, but on CHAT they will unceremoniously END the chat without any warning.

  Business Response

  Date: 06/16/2025

  Dear BBB,
  
  Please be advised that case number 23441538, Ooma customer Dennis Ciminohas been satisfactorily resolved consistent with the customers' expectations as Ooma has emailed correct port out inormation which he now needs to submit new port request with through his new provider and then once porting completes customer must notify Ooma to finalize the cancellation of the Ooma account. 
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  Richard Martinez 
  Ooma Customer Care Manager
  Ooma Inc

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23441538, and find that this resolution is NOT ENTIRELY satisfactory albeit I have to state that the people I dealt with at OOMA on the phone were albeit, with a bit of a language barrier, always nice and polite.  My reason for mostly REJECTING their solution herein is that they need to UNBLOCK my inbound e-mails from them, and also be advised that as I make a new selection for provider, I will need to carry this account thru to the new account activation and porting completion.  Having said this, I have provisionally made arrangements to pay them $7.48 before the 2nd. of each month via mailed in payment to their payment address, as the credit card the account was paid with is no longer active and their billing department must delete it so that they don't send this to collections, as I will until FULL ACCOUNT CLOSURE continue to pay them.  In addition, they need to notify me via VM that they have done this, and will not in any way take any action to damage my credit rating as they have done to other cancelling users in their past (per online complaints).   IF they do this they can count on me removing my negative evaluations of them as I have no intention to use them for any longer than is absolutely necessary to get moved to another telephony provider.  Meanwhile, as stated, they will be paid before 2nd of each month hence, and they will NOT be debiting my card as it is cancelled and terminated fully.  Last comment here is that I will endeavor to only use this line for absolutely necessary phone calls being it is so unreliable and so 'poor' in call quality.  I cannot blame the people there, but I can blame their management because they don't feel any obligation to ensure good quality control or decent call quality for customers, and that was always JOB ONE.

   

  Please pass to the people I spoke with in the P.I. that they were always WONDERFUL to deal with.  Not so with their management who blocked my e-mails for no good reason.  In the end this was an experiment and unfortunately, as seldom as I really used OOMA, it was a huge huge monstrous disappointment even though it was 'inexpensive', but 'inexpensive' and 'unusable' together mean it was a bad idea to buy their equipment.  I had ordered 'new' equipment online and cancelled the order for it due to the fact it most likely would become 'useless' when I switch.  I'd liked to have stayed but it's just not reliable and the call quality is substandard.  I want this report to remain visible to others who query the website about complaints, and this means YOU, BBB, do not HIDE THIS!!!

  
  
  
  
  Sincerely,
  
  
  
  Dennis Cimino

• Initial Complaint

  Date:06/01/2025

  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 am writing to formally file a complaint against Ooma, Inc., a telecommunications company with whom I initiated home phone service based on representations made during a phone call with their sales department.When I signed up for the service, I was told verbally that I would receive the basic plan. No written contract or detailed terms were provided at the time. For the first two months, I was billed as expected, $6.87. However, beginning in the third month, the charges unexpectedly increased by $11 to $17.96. When I contacted Oomas customer service for clarification, I was told that this increase was part of the terms and conditionsterms that were never disclosed to me during the initial sales conversation or in writing before billing began. I searched and found a welcome email from them, but no disclosure of an automatic increase in price to the premier plan. I consider this to be misleading and unfair business practice, as the verbal agreement and the actual charges diverged without my consent or prior knowledge. Additionally, attempts to resolve the issue through their customer support were met with unhelpful and dismissive responses. I called 2 - 3 times in an attempt to resolve the matter. My husband also called without success. I am requesting that the BBB investigate this matter and assist in holding Ooma accountable for:Failing to clearly disclose pricing changes in advance,Relying on undisclosed terms and conditions to justify increased charges,Providing unsatisfactory customer service when the discrepancy was raised.I would appreciate your assistance in helping me secure either a refund of the overcharges or an adjustment to the plan as initially agreed upon. I am also submitting this complaint in hopes that others will be made aware of these questionable practices.Thank you for your time and attention to this matter.Sincerely,**** *******

  Business Response

  Date: 06/12/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Jean ******* 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:05/30/2025

  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 March 2025 I contacted Ooma regarding my services are no longer working, dropped calls for 30 to 90 seconds I'd dropped calls, I called 5 times , in May I reached my breaking point after a second level tech told me to do the same trouble shooting that never worked, I asked for a refund and was promised a three month credit for all the disrupted service. I never received a refund. I'm canceling this service and want a full refund after they lied continuously telling me this issue is a simple fix, I can't use my phone at all without this disruption and I refuse to continue with an unscrupulous company that lies to customers and steals their money for a service that does not work!!!

  Business Response

  Date: 06/03/2025

  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,
  
  ******* ********
  Ooma ***************************************************

• Initial Complaint

  Date:05/24/2025

  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 don't want to do business with this company anymore. A customer service *** called me, and I communicated my intent to the customer service ***, and they said I needed to call a different number, as all she did was get me to answer questions about why I wanted to cancel. She wasted my time. I communicated through email that I want to cancel, and they said that the only way they can do that is if I call a customer service *** number and give them an updated credit card to pay the small balance on the account. I asked for an invoice to be sent via email so that I can pay. They refused to give me an invoice. I want a final invoice so that I can pay and be done with this company. I don't want to waste more time on the phone with them about why I want to cancel and I don't want to give them an updated credit card. They waste people's time by giving them hoops to jump through to cancel the account. I don't have time for that. Now I am getting threats of collection agencies by this company.

  Business Response

  Date: 05/27/2025

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

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

  Customer Answer

  Date: 05/27/2025

   
  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:05/19/2025

  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.

  5/19/25 They do not follow the "click to cancel" law!I started with their website. There is no place to click to cancel. Not in my account, under preferences or in support. I then had to try chat. All they did was try to up-sell me. Finally, they said they cannot do cancellations on line and require a phone call to an account **** So, I called the number.After 11 inputs to the automated system, to talk to a person, I finally got one. She then started to up-sell me. I kept repeating I just want to cancel! She4 wouldn't stop! Finally after getting very firm and asking her repeatedly to stop trying to sell me, she finally cancelled my service. THEN, she continued and wouldn't let me off the phone until I heard more reasons to keep them and other option so she could re-open my account. I had to hang up one her. Very very pushy! This is now illegal. I would highly advise not using ooma and reporting the. **** underhanded business practice!!!

  Business Response

  Date: 05/19/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Andre ********* is considered resoled by Ooma as the account is cancelled.

  Ooma complies with all government rules and mandates as the online click to cancel option current deadline date is July 14th, 2025.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ******* ********
  Ooma ************* Manager
  ********************** Inc
  

• Initial Complaint

  Date:05/13/2025

  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.

  Requested Basic Tier Ooma service from Day 1. 1st contacted Ooma upon activation and requested no premier trial but to go on basic ooma service in early February 2025. **************** advised not a problem and it would be taken care of. Upon bill examination request never completed. I contacted Ooma customer service 2 times thereafter and was again advised account would be updated to basic service. I called Ooma again today and was advised that the **** purchased at ******* are not eligible for basic tier of service, this 3 months after my initial contact with Ooma. The deception and misinformation from Ooma customer service is unbelievable. At no time up until today, May 13th, did Ooma advise of any such conditions. The packaging also does not make this clear at all. I would have returned the **** and purchased from another vendor back in February to correct this or gone to another provider. If Ooma will credit me back as if I had basic service I will pay Ooma the difference for the full price of the telo. It is to late for me to return this ******* telo. It infuriates me when companies like this blatantly lie to their customers. I have wasted hours on this non-sense and all because their Filipino customer people are clueless and simple don't care. If I don't hear back from Ooma I will submit this to the small claims court to have this remedied. Thank You

  Business Response

  Date: 05/14/2025

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

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  

  Issue resolved but I wish escalated complaints weren't needed to resolve issues. Their **** in their Filipino call centers need to he trained better.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/02/2025

  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.

  I ordered equipment from Ooma online at their website. I paid $230.01 plus $15.99 shipping. An hour after I ordered, I found the same exact equipment at the "Ooma Store" on ****** for $119.00 with free shipping. I immediately called Ooma and was told that my order had been processed and have to wait until it's delivered, then call back to get a return authorization. I called back on 4/30/2025 upon receipt of the equipment to request return of equipment. After being transferred to 4 separate customer service ***** the later told me I would receive a return label within 2-4 hours via email. It has now been 2 days and never received the return label. I am an extremely busy person and I don't have time to wait another hour talking to incompetent customer service people whom I can't even understand and nor can they understand my issue! I have setup service with Ooma with the equipment I purchased through ****** and am happy with it so far. All I want is to return the equipment that I purchased through Ooma directly and receive a refund to my original method of payment.

  Business Response

  Date: 05/12/2025

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