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:03/11/2025

  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 purchased **************************. I cancelled OOMA. They continued to charge me. When I recognized this I tried to cancel over the phone. Their CSR **** **** up on me. He first attempted 3 times to keep me as a customer. When I told him no, he started having an attitude and refused to help me cancel my membership using excuses for him not being able to confirm I was the account owner, he eventually hung up on me. This company is disgusting. They shouldn't be able to operate with the way they operate, and I will be looking how I can file a legal complaint.

  Business Response

  Date: 03/12/2025

  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 ************* Manager
  ********************** Inc
  

  Customer Answer

  Date: 03/12/2025

   
  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:03/07/2025

  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.

  While doing research I unknowingly signed up for a free trial through ******, and had some questions about the devices and service. The *** gave me a phone number to reach out to (the number is no longer in service). I reached, decided this wasn't for me, and canceled the service. I received a credit card email a few months ago that alerted me that I was still being charged for the service. I have never used the service since set up, I don't know how to use the service, and don't need it. I responded to the email and was told to call customer service. I called, spoke to a few various ***resentatives and got to a point where there talked internally and decided that they could just cancel my account, but not refund me. However, I was told to reach out or respond to the emails at any point if I have further questions, additional information, etc. I reached out with additional info - info that conflicted with their conclusion - later that day and have done so a few more times since without any response. I then reached out to the original ***, but also haven't received a response. I would like to discuss and find a real resolution to this rather than be ignored by the company.

  Business Response

  Date: 03/14/2025

  Dear *****,
  
  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 ************* Manager
  ********************** Inc
  

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23035164
  
  I am rejecting this response because:

  Rejecting your response was the only way I was able to include any sort of response to this situation. Id like to share my thoughts with all parties. It should not have taken inserting BBB into this matter to get an appropriate response from Ooma. I had multiple conversations, and put much effort into trying to resolve this prior to involving BBB. Before I reached out to BBB I was told the line of communication would remain open to discuss further, but I was ignored (multiple times) by that representative and others. Only after BBB got involved was I contacted - numerous times - by that same representative. I was offered a resolution that was not sufficient, but was much better than anything the company offered me before involving BBB. I had to negotiate for more, and was given a higher figure - still not sufficient, but it was a take it or leave it situation. I begrudgingly took it because it was better than nothing - and I even stated similarly at the time. This shouldn't have been that difficult, and it shouldnt have only happened after BBB got involved. Even if I didnt get the resolution I was expecting or hoping for, I am grateful for BBBs help with this. Their assistance was valuable. Hopefully the next customer that needs to resolve something doesnt need to turn to BBB for help.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/24/2025

  Dear BBB,
  
  Please be advised that case number ******** is considered resolved by Ooma as 1 year refund was provided which going above and beyond Ooma Terms and Conditions in regard to billing disputes.

  
  If you have questions or require additional information, please let me know.
  

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

  Customer Answer

  Date: 03/28/2025

  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. 
  

  However, Id like to share my thoughts with all parties. I hope that this is read and taken seriously. It should not have taken inserting BBB into this matter to get an appropriate response from Ooma. I had multiple conversations, and put much effort into trying to resolve this prior to involving BBB. Before I reached out to BBB I was told the line of communication would remain open to discuss further, but I was ignored (multiple times) by that representative and others. Only after BBB got involved was I contacted - numerous times - by that same representative. I was offered a resolution that was not sufficient, but was much better than anything the company offered me before involving BBB. I had to negotiate for more, and was given a higher figure - still not sufficient, but it was a take it or leave it situation. I begrudgingly took it because it was better than nothing - and I even stated similarly at the time. This shouldn't have been that difficult, and it shouldnt have only happened after BBB got involved. Even if I didnt get the resolution I was expecting or hoping for, I am grateful for BBBs help with this. Their assistance was valuable. Hopefully the next customer that needs to resolve something doesnt need to turn to BBB for help.

  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/07/2025

  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.

  Starting March 3rd 2025 we have been having many issues with our phone system severely impacting business operations. Ooma office was contacted regarding the service interruptions and they informed us that their is an update and they have no idea how long it will take. We are paying full price for a sub par service. Here is the list of operations/features currently not working properly.1.)Hold Music is not playing when put on hold 2.) Unable to transfer calls(Hangs up)3.) Rings 5 times when outbound calls are made before the other line starts ringing.4.) Connection intermittently goes out. Ooma is taking advantage and giving unacceptable service and there is no resolution in sight.

  Business Response

  Date: 03/10/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer TWFG ***** ****************** 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
  

• Initial Complaint

  Date:03/07/2025

  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 want to cancel wont cancel. Last time tried pressured me into continuing and I want to stop service right away. I do not use and all I get is spam and scam calls Ooma number is **********

  Business Response

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/25/2025

  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.

  Subject: Urgent Complaint Ongoing Issues with Ooma *********** Dear T-Mobile Customer Support/********************** I have been a loyal T-Mobile customer for years and recently upgraded my phones. During this process, I was offered internet service and fax line through Ooma and was assured that there would be no interference with my faxing. Based on this, I switched over and canceled my previous provider, ******************Since making this change, *** experienced persistent issues. My cameras have been slowing down and, at times, cutting off completely. However, the biggest frustration has been my fax service. I joined Ooma in November specifically for faxing, yet I have not received a single fax. While I am able to send faxes, I cannot receive them, which is a major problem.I have called customer service multiple times, followed all troubleshooting steps, and had the box rebooted on their end, but the issue remains unresolved. This matter has been escalated to a supervisor three times, yet I keep getting the runaround with no real *********** this point, I am beyond frustrated. I am paying for a service that is not functioning, and despite my repeated efforts to get help, nothing has changed. I need this issue resolved immediately or a clear path forward on how T-Mobile/Ooma intends to fix this.I expect a prompt response and a resolution to this ongoing problem.Sincerely,

  Business Response

  Date: 03/04/2025

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

  Customer Answer

  Date: 03/06/2025

   
  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:02/22/2025

  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.

  Im want downgrade my service but ooma does not allow downgrade from the website. I must call. After talking to multiple ***** they refuse to down grade my service and instead try to upsell service I do NOT want. I want my service downgraded to basic and the prorated amount credited to the account. When that is done, I will update the expired credit card. Omaa needs to stop upselling what I do not want. I can be contacted at ************

  Business Response

  Date: 02/25/2025

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

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22978073
  
  I am rejecting this response because: I never talked to OOMA. How is it possible they can determine I am satisfied with their resolution without speaking to me. 

   

  Have OOMA call me ************
  
  Sincerely,
  
  *********** ***

  Business Response

  Date: 03/07/2025

  Dear *****,
  
  Please be advised that case number *********, Ooma customer *********** *** has been contacted and is currently dealing with a medical matter. Customer had advised that I can reach out next week when he is able to take my call. We are currently working to confirm that his refund is in his account as this was processed on 02/24/25.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ****** ************
  Ooma ************* Manager
  ********************** Inc
  

  Customer Answer

  Date: 03/07/2025

   
  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:02/20/2025

  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.

  I am a 95 year old man so my daughter purchased these house phone for me to have at home. It was horrible. The calls would drop. Sometimes I wasnt able to make a phone call out or I wouldnt receive phone calls in. I even had an emergency where I was home alone and had to call 911 and the connection wouldnt go through, that is a safety concern. I tried to return the product and they denied it because of the 15 day policy but I was in and out of the hospital so I had no way to return it. I personally reached out to OOMA because I wanted a full refund and OOMA offered me $30 saying thats the best they can do when I originally purchased it for $145.79. That is outrageous when Ive had problems with the phone since I purchased it. The product and the company itself is ridiculous and I would like my money back.

  Business Response

  Date: 03/06/2025

  Dear *****,
  
  Please be advised that case number ********, Ooma customer ****** ***** has been satisfactorily resolved consistent with the customers' expectations with a refund being processed after equipment is returned. Return labels have been provided.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ****** ************
  Ooma ************* Manager
  ********************** Inc
  

• Initial Complaint

  Date:02/05/2025

  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.

  Recent law indicates you should be able to cancel a service as easily as you signed up for it. Ooma would not let me cancel online and if you sign in to your account, there is no option to cancel it. They make you call an 'Account Specialist' to do so, per their chatbot ***. My husband had to speak to 3 different 'Account Specialists' before he could cancel the account. I believe this is illegal under the law that was passed making it as easy to cancel as it was to sign up.

  Business Response

  Date: 02/13/2025

  Dear *****,
  
  Please be advised that case number ********, Ooma customer S ******* has been made aware of our system having this feature in the time the law permits by end of March 2025. We have sent the information via email and left multiple voicemails. This issue is resolved with this information provided.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ****** ************
  Ooma ************* Manager
  ********************** Inc
  

• Initial Complaint

  Date:02/04/2025

  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 2/3/25 I received a package from this company that I did not order. There was a receipt inside with a contact phone number. So I called the same day and was told this item was purchased in my name (which they spelled incorrectly), and they had my husbands email connected to this. (He later found an email confirmation from them in **** but he never purchased it) I spoke witih *****, and then her supervisor, *****, who said the item totalled $84.79. I told her I had never even heard of Ooma and definitely did not purchase this. They said it was paid for by **** credit card. I was told they didn't know who purchased this, and they would give me no other information. I have no credit card with the ending numbers I was given, nor does my husband. I was told they would send me a return label but they needed my email. I gave it to them. Now, a day later they are calling me and leaving a message that they need my address. Obviously they have it. They have an order number and shipped something to me. I am now concerned that they just want more personal information and I just want this resolved. Someone told me this may be a brushing scam. So, I have not called them back again. I find this very concerning. Please help me with this company trying to take my money and information. Thank you,

  Business Response

  Date: 02/06/2025

  Dear BBB,
  
  Please be advised that case number ********, non-Ooma customer ***** ****** has been satisfactorily resolved consistent with the customers' expectations as ********************** has advised they can dispose of the received package they did not order.
  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ******* ********
  Ooma ***************************************************

  Customer Answer

  Date: 02/12/2025

   
  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:01/31/2025

  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.

  I have been trying for the past two years to cancel my account with **********************. I originally contacted them in February 2023 to close the account as we were transfereing to another service. I was told the account would be closed. I was notified by our accounting department in August of 2024 that we were still being charged. I again called Ooma to see why the account was not closed, and to find out how I could get a refund for the past months that we were under the impression that the account was closed. I was told we couldn't get a refund, but that the account would be closed. It is now 01/31/24, and our account is still not closed and I am still being charged. Ooma, almost $1,000 total now.

  Business Response

  Date: 02/03/2025

  Dear BBB,
  
  Please be advised that case number ********, Ooma customer Christopher Calandria is considered resolved by Ooma as 5 month refund for all charges applied after customer called to cancel on August 28, 2024 have been processed totaling $198.97 and customer will see this on their banking records within the next 3-5 business days.

  
  If you have questions or require additional information, please let me know.
  
  Thank you,
  
  ******* ********
  Ooma ************* Manager
  ********************** Inc

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22883911
  
  I am rejecting this response because: I requested to cancel my Ooma account in May 2023, which Ooma acknowledges. However, this request was never processed, and I continued to be charged for 15 months despite not using the service. When I followed up in August 2024, I was informed that my cancellation request was not completed because I "did not call back," a requirement supposedly outlined in an email I never received. Ooma failed to follow up or notify me that my request was incomplete, yet continued billing me.
  
  Ooma has confirmed that they received my request to cancel in May 2023, yet they failed to take action. I have no record of receiving any email from Ooma stating that I needed to call back to complete the cancellation. Furthermore, Ooma never followed up by email or phone to inform me that my cancellation request had not been processed. When I called in August 2024, I discovered my account was still active with a new phone number that I was never informed about. I was only made aware of this new number when the customer service representative provided it to me.
  
  Despite zero usage of the service since May 2023, Ooma is refusing to issue a refund, stating that my account remained open due to an email they claim to have sent, but for which they have no proof of receipt. Ooma has consistently sent me marketing emails about new offerings, which proves they have the ability to contact me, yet they failed to communicate about my cancellation request.
  
  This demonstrates a pattern of unethical business practices in which Ooma acknowledges cancellation requests but fails to process them while continuing to bill customers. This is not only unacceptable but possibly unlawful.
  
  I am requesting a full refund for the 15 months between May 2023 and August 2024, during which my account should have been canceled. If this matter is not resolved, I am prepared to escalate my complaint further, including filing a dispute with my bank, reporting the issue to consumer protection agencies, and publicly sharing my experience.
  
  I expect a prompt response and resolution.
  
  Sincerely,
  
  *********** *********

  Business Response

  Date: 02/10/2025

  Dear BBB.

  This update is in regard to complaint # ********.

  Ooma account history notes show customer did call in to inquire about porting out and cancelling on 5/2/23 and was educated on port out process and to callback to finalize Ooma cancellation once port out completes to new provider as porting out does not auto-cancel their Ooma service.

  8/28/24 is when customer called back to close the account and was charged a total of $198.97 after this date which was refunded on 2/3/25 with account cancelled on 1/31/25.
  

  Ooma considers complaint resolved as it has gone above and beyond Ooma Terms and Conditions as customer must notify ********************** within 30 days of charges being applied which was not done.

  Please letme know if you have any questions or concerns.

   

  Sincerely,

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

  Ooma ************* Manager
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22883911
  
  I am rejecting this response because: it fails to address the core issuethat Ooma acknowledges receiving my request to cancel in May 2023, yet failed to process it, continued to charge me for 15 months, and is now refusing to issue a full refund for that period.

  Oomas response states that I was "educated on the port-out process and instructed to call back," yet they provide no proof that this requirement was communicated clearly, nor that I was informed that failing to call back would result in continued billing. At no point did Ooma attempt to follow up with me to confirm that the cancellation had not been completed. Instead, they continued to charge me for an unused service while making no effort to contact me beyond marketing emails.
  Additionally, Ooma's claim that I needed to notify them within 30 days of charges being applied is unreasonable when they knowingly failed to process my cancellation in May 2023, leaving me under the false impression that my account was closed. Their reliance on this policy is an attempt to deflect responsibility for their failure to cancel my account when I originally requested it.

  The facts remain unchanged:
  1. Ooma has confirmed my request to cancel in May 2023.
  2. Ooma failed to process my request and continued charging me for 15 months.
  3. Ooma never followed up or notified me that my account remained active.
  4. Ooma only refunded charges after my August 2024 call, refusing to refund the full amount owed.
  5. Oomas policy about a 30-day dispute window does not apply here, as their failure to cancel the account in the first place is the root issue.

  Oomas refund of $198.97 only covers the period after August 2024, completely ignoring the 15 months they charged me for a service I did not use and had explicitly requested to cancel. This is an unfair business practice, and I am requesting a full refund for all charges from May 2023 to August 2024.

  If Ooma refuses to issue a full refund, I am prepared to escalate this matter further, including filing a dispute with my bank and reporting the companys deceptive practices to consumer protection agencies.

  Sincerely,
  
  *********** *********

  Business Response

  Date: 03/07/2025

   

  Dear BBB,

  On 3/6 an additional refund was processed for $550.54 which covers all charges applied after customer ported out and they will see this refund on their banking records within the next 3-5 business days.

  Email confirmation was sent and Ooma considers complaint resolved to customers satisfaction.

  Let me know if you have any additional questions.

   

  Sincerely,

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

  Ooma ************* Manager

  ********************** Inc

  
  

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** has finally done the right thing and refunded the money back to the date when we first requested cancellation. There is no reason this should have taken two years to resolve.
  
  Sincerely,
  
  *********** *********