Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Order 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 run a business and we are busy. We needed a new phone service that offered a few more options. In February I simply attempted to research how much Weave’s services cost. They won’t openly give any information, you have to set up a meeting with a sales person in order to just ask some basic questions. Once that sales person has you, they don’t let you go. I ended up being pushed into signing up the same day when all I needed was information. Then once we agreed on a transition plan, because I specifically communicated my needs as the client, and then yet again they ended up pushing me into switching over earlier than planned. I was told certain things about pricing and first month payments, that didn’t pan out once I got signed up. The second time when they pushed me to sign up early, also made other promises that still didn’t end up being honored without a long fight. I don’t have time to deal with this, I should be running my business.
  
  Putting all that aside, once we started transitioning, I received no support and had many issues that never were followed through with. I’m paying for so many features that we don’t and will never need, and the bill is higher than what I had initially agreed to.
  
  Now to my current issue. We have had weird errors and other things go wrong, so I reach out to customer service/tech support - SO UNHELPFUL and really just seems like a temp phone service they’ve hired from another country vs actually trained individuals who know the program. I’ve experienced this before with other corporate services - their sales team is great and custom service once they’re in - who cares…
  
  $370 a month is laughable when there is no customer service. I want out of my contract and I do not desire to be charged a fine or fee because this company pushed me into a service contract in the first place and then never followed through on anything they promised. It’s a scam

  Business Response

  Date: 07/11/2025

  Hi *******,
  
  I’m very sorry for the frustration this has caused. This is not the experience we expect from ourselves, and I’ve escalated your issue to the appropriate team. We’ll be reaching out shortly with next steps.
  
  Thank you for your patience,
  ******* *****
  
  

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: 23585315
  
  
  
  I am rejecting this response (for the time being) because:
  

  I appreciate the quick response here, I will just momentarily “reject” this response to keep the case open until I’m able to speak with someone directly to ensure we can get this taken care of.

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

  Business Response

  Date: 07/15/2025

  Hello!

  I just wanted to confirm that I opened up an escalation last Friday and the team has been trying to reach you. ********* Honey has been assigned to this case. He can be reached at *************************. My email is ************************** and I am happy to help facilitate a call. 

  Thank you!

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

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: 23585315
  
  
  
  I am rejecting this response because:
  

  Hello, I received a voicemail late afternoon on Friday from someone named *******, not ********* or *******.

  I received the voicemail from Friday afternoon, Monday morning and returned the call to ******* and left a voicemail yesterday, and I called again this morning and left another voicemail. But again, I was responding to the number that the voicemail was from and was told it was ******* I should call back… but thank you, now that I have an email address for *********, I can email him today.

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

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Yes there running a promotion if you take a demo you will get a $105 Amazon card took the demo 2 days ago and there giving me a run around and steady asking for documents and trying to get you to join there company but cant hold up there end of the bargain dont fill comfortable giving out certain information when the man name *** ******* supposed to comtact me and never does

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a loyal customer of Weave Communications for several years. On 3/5/25, I submitted a 30-day cancellation notice and requested a port-out PIN to transfer my phone number to a new provider. Since then, I have repeatedly contacted Weave customer service but have not received the requested PIN.
  
  On 3/11/25, I was told my assigned Customer Success Manager, Heather ****, would contact me soon, but I never received a response.
  On 3/13/25, I called again and was promised a response within 30 minutes, but I only received a blank email from Heather **** with no information.
  On 3/14/25, I called again and was told Heather was unavailable and that no one was able to help me. I was advised to call back on 3/17/25, without any guarantee of resolution.
  This delay is preventing me from transferring my number and is causing unnecessary frustration. I am requesting that Weave provide the port-out PIN immediately so I can complete the transfer.

  Business Response

  Date: 03/17/2025

  Hello,
  
  My name is Natalie *****, and I lead communications at Weave.  I’m sorry to hear about the frustration you're experiencing with your cancellation.
  
  I have escalated this to our support and customer success teams. Could you share your availability so we can have a customer success specialist contact you at a convenient time to resolve your issues?
  
  Again, we truly appreciate your business and feedback—it helps us improve.
  
  Sincerely,
  Natalie *****
  

  Customer Answer

  Date: 03/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am accepting Natalie *****’s invitation to talk about this issue further. She has asked for my availability. I am responding that I am available Tuesday 9AM - 1PM PST, Wednesday 8AM PST, Thursday 8AM PST, Friday 8AM PST.

  I didn’t want to reject their response but I had no other choice because my only other option was as to accept their response, which would indicate that they have resolved my case. As of the time of me typing this, my case has not been resolved. 

  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:03/05/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 is a text service for our medical practice, we signed up for it at the beginning of last week. The sales person made false promises, the onboarding person did as well. The service is still not functioning. The tech support is almost non existant. There is no way to cancel the subscription via the app, or the online portal. I am forced to wait on hold to speak with someone who never answers. They have our credit card information to charge for services not rendered.

  Business Response

  Date: 03/17/2025

  Hello,
  
  My name is Natalie *****, and I lead communications at Weave. Thank you for your business and for sharing your feedback—I’m sorry to hear about the frustration you're experiencing with our platform.
  
  I have escalated your issue to our onboarding and customer support teams. Could you share your availability so we can have an advanced technician reach out at a convenient time for you to resolve your issues?
  
  Again, we truly appreciate your business and your feedback—it helps us get better.
  
  Sincerely,
  Natalie *****

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not wish to speak with a tech, I want my service cancelled. I was not able to get ahold of a tech when I my account was first open and not functioning properly. I do not trust this company to have a tech, or a customer service rep contact me. I have been told that someone would reach out, I have never heard back. I want my account closed, and I want an email that reflects that.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/13/2025

  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.

  We pay an excessive amount if money for software that NEVER works well. Something is always wrong, you wait hours on IT calls paying staff to be a part and no work actually getting done, In addition the IT people are useless they do not know the software, its always hours invested no resolution and a "bug" ticket that's neglected for months, meanwhile your customers are angry because of the constant misinformation they get and expect us to stand by, I am beyond angry and frustrated .

  Business Response

  Date: 02/18/2025

  Dear Ms. ***************,

  
  Thank you for bringing this to our attention. We are truly sorry that your experience with Weave has not met your expectations. This is not the level of service we strive to provide, and we sincerely regret any frustration this has caused.

  
  I understand that ****** from our Customer Experience team has reached out to you to better understand your concerns and work toward a resolution. Please know that we take your feedback seriously and are committed to improving our service.

  
  Again, we apologize for this experience and appreciate the opportunity to make things right. If there’s anything further we can do, please don’t hesitate to let us know.

  
  Best regards,
  ******* *****
  Sr. Director, Content and Communications

  
  

• Initial Complaint

  Date:11/20/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 their software in April 2024 and its not doing what it suppose to do. Tried many times to resolve the issue until they stop returning phone calls. They billed me each month on my credit card for service that doesn't work.
  Recall is not been work which their systems was suppose to send out. I lost a lot of client because of weave. We have been doing it manually. Support said to send bulk because they can fix the problem. I would like higher up to call me. I asked many time for manager but they don't seem to have any.

• Initial Complaint

  Date:10/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Weave promised that I would receive a secure, HIPAA-compliant email as part of my subscription; however, after accepting the services and onboarding, I learned that they do not provide any email.

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We are in need of cancelling our account with Weave. We have reached out on several occasions via website, phones, and emails. No one has returned our call.

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Ibe asked this company to stop emailing me. I want this company to remove me from their list server and stop contacting me from *********************************** or any other email address they use.

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 signe dup for this service and after lengthy meetings with sales and the onboarding team, the service is not as advertised. The features that they told me are part of their services do not work and I cannot use their service for my business. I attempted to port out my numbers a few days ago and keep getting referred to an "off-boarding" specialists that insists I schedule a video meeting in order to get my pin so that I can leave the service. They are holding my accounts hostage, when I call i cannot speak with anyone that can actually help me, and there are no available meetings for a week. This company is unscrupulous in their practices and I need help resolving this.