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            ComplaintsforSpectrumVOIP

            Telecommunications
            View Business profile
            View Business profileBBB accredited business

            Additional Complaint Information

            Customer Complaint:
            This profile is for SprectrumVOIP, which provides PBX and voice-over-IP services to small to mid-sized businesses.

            This profile is NOT for Charter Spectrum. If you are looking to file a complaint against Charter Spectrum, you will need to visit this profile:

            https://www.bbb.org/us/ct/stamford/profile/cable-tv/charter-spectrum-0111-110075917
            See all additional business information

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            File a Complaint

            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              SpectrumVOIP refuses to correct an error and close our account/billing. Return Aug-Dec 2023 services fees they collected from a terminate service. We were NOT under contract and have owned our equipment since Dec 2022. We have provided letter of FULL PAY and satisfied loan agreement with the finance company for our equipment. We have provided documentation and invoicing to confirm we were under no contract or terms that deem an "early terminating" surcharge. We provided proof we were under month to month terms and free to give notice we wished to terminate service and did in July 2023. We have proof from ************** that SpectrumVOIP does not charge $500 cancelation fee and have provided all of this info over and over to company reps. **** refuse to close out out account , continue to bill my company and refuse to refund Aug -Dec 2023 service fees they collected when services were terminated. Phones numbers have been successfully ported over to our new provider since June 2023. We have exhausted our ability to work with SpectrumVOIP to get their internal issues resovled and formally request your assistance in filing this complaint against this company and the representatives that refuse to resolve, close out account with the $ 0.00 balance due and refund the service fees they collected from Aug -Dec 2023.

              Business response

              02/26/2024

              ******************,

              I visited with our accounting department to see what the status of your account was as of today. You did not have any payments to ** from July 2023 to current. You had renewed a contract with us and have left prior to that contract ending which is why there was a cancellation fee. We are waiving that cancellation fee and will allow you to keep the equipment rather than requiring it to be sent back to us. The balance on your account has been cleared and you have a zero balance as of today. I have attached proof of that in the post.

              Please accept this notice as you no longer have any service fees due to us. Thank you.

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I cancelled my service with Spectrum because it was not working well or at al some of the times.Since I cancelled, I continued getting billed for the months of July and August. I would like to have the July and August charges credited back to me.

              Business response

              12/21/2023

              *****************, you have posted this complaint to the wrong company.  We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              I cancelled my service 5 days after my billing cycle and i'm being told they do not prorate, even thought I NEVER at one time go the speeds I was paying for. It's like no only did you lie to be about what I was getting but you are stealing from me. I called customers service ******* told me there was nothing she could do for me at all. WHAT TERRIBLE CUSTOMER SERVICE!!!!!! If you can't refund me, then give me a month back of your crappy service.

              Business response

              11/21/2023

              *****************, you have posted this complaint to the wrong company.  We are SpectrumVoIP, Inc. and are NOT AFFILIATED with your cable tv/Internet company, Spectrum, formerly known as Charter/Time Warner Cable.  As these complaints can be very damaging to our reputation, please delete and re-post this complaint to the correct company.  Thank you.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              In 2022, our church was approached by a sales person concerning moving our phone services to Spectrum VOIP. My administrator heard the pitch, the numbers made sense, and made an appointment for me to meet with the sales person. The sale person, told in front of some of my staff members the following:- We are a division of Spectrum and we are moving our customers to a new VOIP technology we have that is more affordable and superior to what we currently offer you.The conversation with me as the priest and chief executive was the sales person stressing that Spectrum VOIP is part of Spectrum our current internet and phone provider. They stressed to them they were a new division promoting better technology at a better price.We signed up based on that presentation and sales pitch.That was a lie. Spectrum VOIP and Spectrum Business are not the same company.Our costs were lowered, but based on a lie.#1. As a church, we are in the business of truth telling, not lies. We do not wish to to be in a business relationship with Spectrum VOIP, no matter the savings, based on a lie.Our other issues, we are moving an enterprise account with ******************** and now we cannot bundle phones with them because we are in a contract with Spectrum VOIP based on a lie.#2 Spectrum VOIPs lie while saving us money on our phone is going to end up costing us more money in other places.We are a community based non-profit that feeds thousands of people a year, provides social services, and other supports to help the needy. This lie, will impact our bottom line, and take food away from families in need.We are asking Spectrum VOIP to take back their leased equipment, and close out this account that was opened on a fraudulent sales pitch to me and my staff.I have called, spoke with staff, and was told Id be contacted. I have reached out twice and am waiting for a call back.#3 Some of the equipment is not working as promised. We have useless lines; moreover, part of the deceitful sales pitch ended up putting ****************** at work by giving us a system that was incompatible with our fire panel. SpectrumVOIP created a danger at our church.

              Business response

              10/24/2023

              **********************,
              First, we would like to apologize for your frustrations. We would like to provide you with answers to your concerns in hopes to clarify everything.
              1. Your sales pitch was done by an independent dealer that sent your paperwork to us for processing. He has not sent any further deals to us and is not an active dealer. He will be put on a short list of dealers that will no longer be allowed to send us business. This type of relationship is how most business is conducted in our industry in-lieu of having salaried sakes people. All companies like us in telecom utilize this type of structure.

              2. We are not and have never been affiliated with Spectrum Business in any way. SpectrumVoIP was founded almost *********************************************** *****, **. Spectrum Business is the merger of Charter and Time Warner Cable approximately 7 years ago. There are name similarities but that is the extent of it. In review of your paperwork, we found that your initial quote/proposal did contain our standard disclaimer that states you are aware we are not affiliated with Spectrum Business. You placed your initials next to this statement acknowledging it. I have attached this for your records.

              3. It is very good to learn you have seen the cost savings that you had planned on receiving and that you have now had almost one fill year of service from us. Unfortunately, it sounds like the line that was running to your fire panel must have been included in the list of numbers that we were given to port (move) over to our service. We dont have any way to find where every line is running in a customers office so this must have been an over-site. We do hope that the discovery of the line missing was done through a test being performed by the fire ******** and not an actual emergency. If you are still needing a replacement for the fire line, we have a solution that we can offer you for that. City officials and fire marshalls to not permit those lines to run over VoIP and that is a nationwide policy. At no point in time would we have ever been able to supply a VoIP line for it but we do have a partnership with a company that provides a cellular solution if it is needed.

              4. If there are any changes or support related topics we can handle for you, we are more than happy to facilitate. You have access to our domestic based support department 24/7 for the life of the service for anything that you need without cost to you.
              Please feel free to reply back if you have any further needs. Thank you.

              Customer response

              10/25/2023

              I am rejecting this response because:   

              They sent me two copies of the disclosure one without my initials and one with someone elses initials. We sent the images to SpectrumVOIP.  Your system rejected them as too large.

              Also, according to their own disclosure they were suppose to verify that the singer was listed with the ********** of ****** I was not listed with the ********** or State until 2023. 

              The document listed the name ******************* who was authorized to sign in my place and was listed. 

              There are more issues but the issue is we were lied to about SpectrumVOIP being part of Spectrum Business. 

               

              Business response

              11/16/2023

              **********************,

              We do not condone anyone misrepresenting us or our product and have thus removed this partner from our partner list. We do have language on our paperwork requiring customers initials confirming they are aware we aren't affiliated in any way with Spectrum Business. At this point, we have no way to change what might have been said to you but we are sorry that it has caused any problems.

              Thank you.

              Customer response

              11/16/2023

              I am rejecting this response because:   

              They refer to initials on a document. Those are not my initials. We have discussed this at length. Someone else signed their initials, not mine. There is not a meeting of the minds on this. Not one person executed this document. The executed document was done in phases and has the handwriting of three different people. 

              Business response

              11/20/2023

              **********************,

              Based on your reply, I went back and reviewed everything again to analyze the documentation that was signed.

              1. The proposal form, which it states at the top it is "not a contract- but an indication of interest," was signed at the bottom by you on 10/05/23. We then saw that it was missing the initials next to the line stating "SpectrumVoIP is unaffiliated with Spectrum Business." Our Project Manager sent it over to ***** on 10/6/23. ***** sent it back on 10/11/23 where it included the initials from ******************* (TH). We added the initials lines to specifically call out that section but regardless, it was signed on the bottom by you. I will also point out that this form is not a contract, it is just providing the information discussed about the service.

              2. We are again very sorry for the confusion with the name similarities. We have been SpectrumVoIP **** since **** working as a privately held company. Spectrum Business is the merger of Time Warner and Charter Communication in 2016 and is a publicly traded company providing cable and internet to residential and business customers. We are in no way affiliated with them.

              Thank you.

            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              On 6/28/2023 a sales team for Spectrum VOIP came by our business and spoke to our front desk. They told us they had better phones and could beat prices. They said we could try their phones for 14 days and see if we liked them. We had them come back the next week and set up our phones. We tried them for 1 week and did not see any difference in quality and the wireless phones did not work. We said we'd like to return the phones and we went back to using our old carrier. For 2 months they continue to send us monthly bills for $193/month and are telling us we signed a 5 year lease for the phones. We did not, and were never told about leasing, length of contracts, or any contractual obligations we would be taking.

              Business response

              09/21/2023

              Mr. *********,

              Thank you for reaching out with your concerns. We have reviewed your complaint and went through our files internally to research your complaint. In review of the files, ************************* did sign the paperwork initially on 6/28, provided a copy of bills to port numbers, and we were out to install on 7/12 (per her request), and the phone number ported over to us on 7/18. She signed a revised lease contract on 7/20 with a lower payment than initially quoted and a Delivery and Acceptance form stating she was happy with everything and we are able to start the billing. We have all email and phone correspondence back and forth with our team if needed for reference. We also have all signed forms if you need that as well. If you are having trouble with the cordless phone, we are more than happy to help troubleshoot that. Our 24/7 support department located in our corp office in ***** is there for you completely free for the life of the service. All you have to do is call **** (HELP) from one of your desk phones to reach us. If you should need further assistance, please reply here or call our main line.

              Thank you!

              Customer response

              09/21/2023

              We were having trouble with the phones and asked to cancel within our 14 day "trial." They continue to ignore that fact. Also the owners of the business did not sign any agreements and did not authorize any changes to our current phone systems as they were working fine. ************** has no signing authority for any business decisions. We cancelled within 14 days of trying the phones and would like that standard kept up. We also believe that some forms may have been forged by the original sales rep that came by our office, as we have never seen them before. On the agreement form it says "$0" termination as well.

              Customer response

              09/27/2023

              I am rejecting this response because:   

              We were having trouble with the phones and asked to cancel within our 14 day "trial." They continue to ignore that fact. Also the owners of the business did not sign any agreements and did not authorize any changes to our current phone systems as they were working fine. ************** has no signing authority for any business decisions. We cancelled within 14 days of trying the phones and would like that standard kept up. We also believe that some forms may have been forged by the original sales rep that came by our office, as we have never seen them before. On the agreement form it says "$0" termination as well.

            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              ******************************* (Sales Rep) came in 08/21/2023 wanting to sell Spectrum **** services, but I confirmed we were not interested. He then came back on 08/28/2023 to go trough an appointment "we scheduled" with his secretary (We did NOT speak or schedule anything with this company).After I told him we were busy and we did not have time to talk, he acknowledged his secretary making similar errors like this in the past and walked out.He then came back 10 minutes later accusing us as liars and stated he had a recording showing we scheduled something, which I asked to show to us but he declined it.He then started getting aggressive cursing at us, telling us he makes more money than us/drives a better car than us, and he did not even want to do business with us. We asked him to leave and he kept on yelling and asked us to go outside the office so we can fight him (We have cameras at the office which captured his actions and voice).We would like to never have him or Spectrum **** come/call/email/send letters to us again.TERRIBLE SALES STRATEGY FROM *******************************.

              Business response

              08/29/2023

              I am very sorry for this occurrence and would like to address it properly.  We take issues like this very, very seriously.  W****** that people don't take the time to reach out to the BBB and make this stuff up, and we believe your statements are likely to be very accurate.  As you mentioned surveillance camera footage, if you can please send whatever you have to me personally it will enable us to take appropriate action.  I will respond again with detailed information once we have looked into the matter.  But since it is ************* that the employee in question will contest this, any additional information you can provide is highly appreciated.

              Again, please accept our apology for this completely inexcusable incident.  I look forward to your reply.

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

              Chief Executive Officer

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              We had a cancellation addendum through spectrum that is who ************** leases the phones for. We have submitted that, only to be told that it does not apply to **************. We have returned the equipment and have not had this service for several months and are still being hounded for $3000.00 that should not owed by us. We have contacted Spectrum and they have taken complete fault but we are not able to reach the person that we spoke with originally nor the actual person I was dealing with at **************. Every time I forward the e-mail from Spectrum to the person I have dealt with at ************** they point someone else to try to collect. As far as I am concerned the balance would need to be collected from Spectrum as we do not up hold that service any longer and haven't for some time.

              Business response

              08/14/2023

              **************,

              My finance director reviewed your comments and then reached out to Peac to discuss. He will be processing the payment to them to satisfy the contract and close it out. This should happen within the next two days. You may receive a final email from Peac confirming that this has been completed. Thank you for bringing to our attention and we are sorry it took so long.

              Thank you.

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              A rep came into our office over 6 months ago. To be polite, I gave him the company business card and told him we had JUST switched to a new company and we're not interested in switching at this time. I got a call literally two weeks later. And again two weeks after that. Then about a month after that. And now about once or twice a month. EVERY time I tell them we're not interested in switching and to take me off their list. They call from a different number every time (which seems pretty shady to me). As a business, I can't very well put my number on the Do Not Call registry. My primary job is to answer our phones with legitimate inquiries from prospective customers, and I'm becoming less and less inclined to be polite when SpectrumVOIP calls, as I consider their willingness to ignore my wishes poor customer service and a guarantee I won't be signing up with them.

              Business response

              05/18/2023

              Mr/Ms ***,

              I am very sorry that you are getting calls from our marketing team. We have a telemarketing team that set appointments for our sales team. As we acquire contacts, we add them to a contact list for regular phone calls in the hopes that we can catch someone at the right time. It sounds like you also rely heavily on sales calls for new business. 

              I will reach out to our manager over the telemarketing group and have them remove your main line from the lists.

              I'm sorry for the trouble but if you still continue to receive calls, please let us know what number they are calling so we can do the same to that number.

              Thank you.

              Business response

              05/26/2023

              Mr/Ms ************* am very sorry that you are getting calls from our marketing team. We have a telemarketing team that set appointments for our sales team. As we acquire contacts, we add them to a contact list for regular phone calls in the hopes that we can catch someone at the right time. It sounds like you also rely heavily on sales calls for new business. 

              I will reach out to our manager over the telemarketing group and have them remove your main line from the lists.

              I'm sorry for the trouble but if you still continue to receive calls, please let us know what number they are calling so we can do the same to that number.

              Thank you.

              Business response

              06/06/2023

              To Whom it May ********************** am sorry you are getting calls from our marketing group. We have employees that set appointments for our sales team so this is not spam but I am sorry for the frequency of the calls. I will have them remove your numbers from the lists. Please email me the numbers in question and I will make sure this gets taken care of. 

              Please send to ************************************

              Thank you

            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              ******************* FROM CENTRAL FINANCIAL AND REALTY. spectrumVoip call me with renewal and they promise. that if we stay with them, it will be cheaper. than the previous contract. it will be one bill. and at the end of the agreement, they told me it was two bills. and told me 3 years but the contract was 4 years I complaint and finally they change to 3 years. not only that my billing made a mess of it. in December paid 800+ in February paid 300+, APRIL 2ND PAID 400+, APRIL 28 PAID 400+, AND ON MAY 11 ************************************************* PAY ANOTHER 400+ TO GET MY SERVICE STARTED. I CALLED THE **** IN REFERNECE TO THE PAYMENT OF APRIL 28 AND THE **** TOLD ME THAT IT WAS CASH BY SPECTRUMVoip. it been hard to get this resolved. MY CONTACT ARE ***************************** AND ************************* CALL THEM LEAVE MESSAGE NO CALL BACK. I NEED HELP PLEASE.

              Business response

              05/23/2023

              **************,

              I have spoken with our **************** Manager, *****************************. He stated that he has spoken with you and that there were some items that he needed to research and get back to you. He said you have his direct line and can reach out to him if there is every anything that you need. Thank you sir.

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              We have been doing business with Spectrum Business and Spectrum Voip for years and have had had numerouis problems with their billing the whole time. We'll get a mailed bill, for example and then go online to make a payment and encounter a different amount or an account showing no balance due. There is also a third entity with the name SpectrumVoip on it that often shows a credit. It has a different account number than the other one. We;ve called various numbers for each account and found that each is handled by a different entity that knows nothing about any of the others. Lately, our calls are answered by an answering machine that promises a callback that never comes.

              Business response

              04/25/2023

              ****************,

              We are very sorry for the confusion on your billing. I have already reached out to our billing department and asked them to call you directly. They will supply you with the phone number for our billing department and the leasing company's billing department. I told them to have a copy of the paperwork you signed originally to send to you if needed as reference. You have an equipment component of your payment that is paid to the leasing company (third party) and then the service component is paid to us (SpectrumVoIP). 

              It sounds like you may also have Spectrum Business for your internet and possibly TV. We are not related to or affiliated to Spectrum Business. They are a completely different company with a similar name. We supply the ************ to your phone and phone numbers. Spectrum Business is an ISP ***************** Provider).

              I am confident that the call you will receive from ******* in our accounting department will resolve your questions.

              Thank you.

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