ComplaintsforStar2Star Communications, LLC

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Illegal charges for "pooling/bursting voice line", "promotional collaboration user", early contract termination despite being on notice and no actual contract with STAR2STAR COMMUNICATIONS, LLC a/k/a Sangoma and illegal charges for no services in April 2023 and May 2023.

  Business response

  07/07/2023

  All of the statements by this customer are false. In fact, this is simply a law firm that doesn't want to pay its final invoice for phone services. They are likely aware that it doesn't make financial sense for a company to argue in court about the final phone bill for a law firm. Frankly, it would also be a waste of the limited capacity of the court. Therefore, Star2Star will write off any final balance that is owed to Star2Star by *************************** business. 

  While Star2Star is prevented by law from disclosing customer proprietary network information, including what services they use, as well as the amount and type of usage,  Sangoma holds a service contract that is signed by ***********************. This contract provides for every charge contained in the invoice that has been posted here by *************************** business.

  Customer response

  07/12/2023

   
  Complaint: 20220370
  
  We are rejecting this response in part because: There is no service contract signed via the undersigned where Star2Star purchased ************ Systems which was the original provider and had a month to month verbal service arrangement.  Star2Star accepted the original ************s agreement and then Sangoma bought out Star2Star and obviously can not find a "contract" because none exists.

  We do of course graciously accept no charge, but are are wary of any possible third party collection activity since the response eluded to "false" characterizations. We appreciate BBB's intervention and *******'s agent's response in the matter of waiving any further charges. We will consider the matter closed absent any further collections from a third party.
  
  Sincerely,
  

  Alyna for

  **************************, Esq.

   

   

  
  

  Business response

  07/20/2023

  While Star2Star is willing to waive the fees that were properly charged to this law firm, Star2Star will not continue to allow ***********************, P.C. to continue with libelous statements.

  Star2Star has supplied *********************** P.C. with a copy of the contract that it continues to insist doesnt exist. The statement by **************** that asserts a law firm and sophisticated telecommunications company entered into a business contract based on a verbal service agreement is absurd. Moreover, it is hardly gracious to accept a full account credit and then continue to lie, while also rejecting the Star2Star reply to the Better Business Bureau.

  Star2Star will not issue any further replies on this matter.Should *********************** P.C. continue to issue public statements that constitute either libel or slander, Star2Star will aggressively defend its goodwill.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Like so many others, we signed a 5 year contract with Star2Star 6 years ago. When the contract was coming up last year, I contacted the company multiple times by phone and email to start the cancelling process within the contract cancellation window. Star2Star conveniently did not respond until I was outside of the cancellation window and said that I automatically renewed for another year or we could terminate and pay roughly $7,000 in fees. Here we are again coming up on our cancellation window and it has been over 30 days now since I submitted my cancellation request with the company. I have documented everything over email in case they attempt to do the same thing again. I do not understand how this business is allowed to continue to operate this way without penalty. It needs to be shut down.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I set up a contract with Star2Star. I have had nothing but trouble with the phones and issues never seem to get resolved. I tried to get out of my contract but they charge extortion amounts that it is not financially feasible. They don't let anyone leave because they know what a bad reputation they have.

  Business response

  04/08/2022

  Business Response /* (1000, 10, 2022/03/17) */ Thank you for providing Star2Star Communications, LLC ("Star2Star") an opportunity to respond to the review posted by *** **** **** of ***************. *** **** entered into a written contract with Star2Star on behalf of *************** ("**********") on July 27, 2020. The contract had a commencement date for services of September 24, 2020, and provided for a sixty (60) month term in a standard-sized font at various points throughout the agreement. Additionally, the contract spells out the early termination fee for early cancellation of services and how that amount would be calculated. Both ********** and Star2Star agreed that the contract would end on September 23, 2025, and *** **** did not raise any issues with respect to the early termination provisions. Star2Star received a cancelation request from ********** on or around January 20, 2022. While Star2Star does not like to lose a valued customer, Star2Star was willing to allow *** **** and ********** to terminate the contract early upon payment of the agreed-upon early termination charges. *** **** and **********, were provided a document detailing the contract early termination amount. *** **** and ********** did not respond to the early termination payoff document and, instead, filed this complaint with the BBB ten days later, on February 17, 2022. Upon review of our customer and technical support records pertaining to **********, Star2Star did not identify any issues warranting early termination of the contract nor supporting *** ****'s allegation in the complaint that she has had "nothing but trouble" with Star2Star's services or that the "issues never seem to get resolved." While Star2Star will always work with a customer to understand their unique business issues, Star2Star does deserve to be paid for services rendered per the agreed-upon terms. Given the express terms of the contract, it is disappointing that *** **** is attempting to avoid the contractual obligations of ********** by filing this complaint. However, Star2Star remains willing to work with *** **** and ********** on terminating the agreement prior to the contracted end-date upon terms that are agreeable to both parties, but such negotiations are not ongoing and such resolution of a business-to-business contractual matter is not best suited through the BBB but rather by a reasonable back-and-forth dialogue between the parties, which Star2Star welcomes. Consumer Response /* (3000, 13, 2022/03/21) */ They continue to have poor customer service. I stand by my complaint. I believe this is now extortion. I continue to struggle with them.

• Initial Complaint

  07/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There service doesn't work. We asked to cancel as they said it was 14,000$. We requested a cancellation, it took them 1 month to respond and then said it was 24,000$. They provide our phone systems which rarely work drop calls people cannot hear us we constantly complain and nothing changes.

  Business response

  08/17/2021

  Business Response /* (1000, 9, 2021/07/29) */ Thank you for providing Star2Star Communications an opportunity to respond. Star2Star takes all customer complaints very seriously. As this complaint involves amounts owed under a business to business contract, the BBB would not appear to be the proper forum for resolution. In addition, Ms. ******** is not a Star2Star Consumer/Subscriber, Star2Star does not have nor ever had a contract with her, individually, and there is no reference to her employer in the BBB complaint. Ms. ******** appears to be making an individual BBB complaint on behalf of her employer, Ascend Behavioral Health ("Ascend"). Ascend signed a business-to-business Communication Services Subscription Agreement ("Agreement") with Star2Star on August 29, 2019. The Agreement provided for a five (5) year Term and stated in paragraph 16, titled Termination Charges: Cancellation, termination or default by Subscriber of this Agreement prior to the end of the Term (except as provided in the section above) will result in the immediate acceleration of all charges to be due under this Agreement (the "Contract Charges") including recurring Service and a one-time disconnect fee of $150 per location, from the date of cancellation through the end of the existing Term. Subscriber is also responsible for all prior outstanding balances (including any accrued interest charges), actual usage and associated Taxes and Fees on all amounts due or coming due (the "Existing Charges" and together with the Contract Charges, the "Termination Charges"). Ascend's Agreement is set to expire on October 14, 2024. The Agreement also provides Ascend with the ability to add products and services after the Agreement is signed: If Subscriber requests and receives additional hardware, software, licenses, and or/Services after the Effective Date where are not contemplated by this Agreement or a signed addendum to this Agreement, such additions will be governed by this Agreement without the requirement of signing a new agreement, addendum and/or Quote. Subscriber agrees to pay for such additions at Star2Star's then-current rates and such charges shall appear on Subscriber's next scheduled invoice with prorated charges for any partial periods. Ms. ********' BBB Complaint alleges: "We asked to cancel as they said it was 14,000$ sic. We requested a cancellation, it took them 1 month to respond and then said it was 24,000$ sic." Star2Star's Response: In November 2020, Ascend advised of its desire to cancel. At that time, an estimated Final Invoice was prepared through the end of the contract (October 14, 2024) based on services and equipment in place at that time. The estimated November 2020 Final Invoice amounted to $16,248.44. After the November 2020 estimated Final Invoice was presented to the subscriber, Ascend decided not to cancel. Instead, Ascend requested and received additional products and services from Star2Star after the November estimate. The additional products and services were added to Ascend's next scheduled invoices; Ascend's monthly invoices increased significantly based on the products and services that Ascend chose to add. For example, some of the services that Ascend added to the Agreement included: Qty 4 30MRPASARV003 Services Unit price $7.00 Ext price $28.00 / Month Qty 4 CRMF100 Call Recording Monthly Fee (per user) Unit price $1.99 Ext price $7.96 / Month Qty 23 PROCOLLUSER Promotional Collaboration User Unit price $11.99 Ext price $275.77 / Month On June 16, 2021, Ascend, for the second time, requested a buyout estimate for the amounts contractually owed through October 14, 2024. On July 2, 2021 Star2Star provided Ascend with an estimated buyout of $24,691.14. Ms. ******** complained about the length of time it took Star2Star to respond and inquired as to the increase in the estimated buyout, and via email dated July 6, 2021, Star2Star explained the reason for the increase (Ascend added products and services), stating "it appears that the monthly invoice amount has more than doubled since the calculation from last year. We appreciate your patience while we work with you to provide steps necessary for cancellation." Star2Star reiterates here, for the benefit of the BBB, that the buyout amount for Ascend increased because Ascend added products and services as provided for in the Agreement. Ms. ********' BBB complaint also alleges: "There sic service doesn't work. . . . They provide our phone systems which rarely work drop calls people cannot hear us we constantly complain and nothing changes." Star2Star's Response: Star2Star has reviewed the technical history surrounding Ascend and finds these service allegations to be unsubstantiated. Star2Star represents that it has not materially breached the Agreement and Ascend has never experienced system-wide call quality concerns. Star2Star's records show that Ascend has had minimal issues with Star2Star's products and services during its time with Star2Star, and to the contrary, added products and services during the course of the Term. While Star2Star will always work with a customer to understand their unique business issues, Star2Star does deserve to be paid for services rendered per the agreed-upon terms. Given the express terms of the contract, it is disappointing that this complainant appears to be attempting to negotiate its contractual buyout amount by logging/escalating complaints, selectively responding thereto, and then filing a self-serving complaint with the BBB. Because of the above facts, and while Star2Star considers this a business-to-business matter outside of the normal purview of the BBB, Star2Star respects the forum provided by the BBB and requests that this matter be considered resolved.

*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. ↩