ComplaintsforDavinci Virtual, LLC

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we had a virtual office lease in *********** **** and chose to transition to *************** ******* in january 2024. We paid a month of lease for ******* at both locations to ensure we received our mail will we forwarded our mail. Our mail was not received and they could never tell me why so i asked for a refund since services were not rendered at the *********** location. I have been calling since the first week of February trying to get resolution and i had to call numerous times. Once i got a hold of someone they would told me they would investigate and get back with me and never did. I had to call back numerous times to get an uodate then they just told me they couldn't investigate because i no longer was a client of the *********** location only of the *************** location. I asked for a refund for the 1 month in *********** and ****** agreed and advised i would receive an email for a credit for one month. I still have not received any email. I called to follow up and the billing supervisor told me she would do the same and once again have not received anything.

  

  Business response

  03/11/2024

  We appreciate this client raising their concerns, we have refunded their payment and contacted them directly confirming the refund. They have acknowledged our email.  They may contact us with any further questions or concerns.

  ***************************
  COO
  **************************************

  Customer response

  03/12/2024

   
  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

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  DaVinci Virtual has dishonest billing practices. I contacted them several months ago regarding cancelation of my account. There was a delay in the response I received. They are now trying to collect an amount of $212 with no breakdown of what this amount is for. I have not used their services for several months now and not really sure what they are trying to collect. This is a virtual office address. My account should have been canceled from the moment they received notice. However it was not. Not only have they continued to try to collect an amount I do not owe them, they have proceeded to add charges I did not incur with their services. I am extremely dissatisfied with their services and could not agree more with the other complaints.

  

  Business response

  12/12/2023

  This client's card declined back in July and the client didn't make payment before asking to terminate. I believe this is where the confusion lies. The client's account was terminated for nonpayment. We understand the client may not have understood the status of their account accurately, so we are happy to waive the past due balance and make sure the account remains closed in good standing. We hope this solution meets the client's expectations.

  Customer response

  12/13/2023

   
  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,
  
  Tessa N

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Davinci Virtual Offices regarding their refusal to discontinue my account despite my genuine request due to unforeseen financial hardship. My name is **** ******, and I have been a customer of Davinci Virtual Offices for February 2022. I initially signed up for their services when my business was operational and thriving. Unfortunately, due to unforeseen circumstances, my business has encountered insurmountable difficulties, leading to its closure. Consequently, I find myself in a severe financial hardship situation, rendering me unable to afford the continued services provided by Davinci Virtual Offices. In my attempt to mitigate these financial challenges, I contacted Davinci Virtual Offices customer service and spoke with an employee named Ashley on October 25, 2023. During this conversation, I explained my dire financial situation and the need to cancel my virtual office services immediately. Regrettably, I was met with an unsatisfactory response, as Ashley informed me that I could not cancel my account. I am deeply concerned and dissatisfied with this response from Davinci Virtual Offices. It is unreasonable and unjust for them to insist on maintaining my account, especially when my business is no longer operational, and I am grappling with financial distress. I believe that their inflexible stance in this matter is unjust, and it places me in an unfair and untenable position. I kindly request that the Better Business Bureau intervene in this matter and investigate the practices of Davinci Virtual Offices regarding account cancellations, especially in cases of legitimate financial hardship. I am seeking your assistance in resolving this issue promptly so that I can relieve myself of the financial burden caused by the unnecessary continuation of these services. I appreciate your attention to this matter and look forward to your assistance in achieving a resolution that is fair and just.

  

  Business response

  10/30/2023

  Although this is not an accurate depiction of what happened and Davinci did not do anything wrong, we have cancelled the client's account immediately and waived the past due balance.  We hope this has satisfied the customer.

  Customer response

  10/31/2023

   
  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

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** for over two years. We ended up cancelling the account as we no longer needed virtual services, but they still attempted to charge ** a full month later. The charge was declined due to ** getting a new company card, but they still tried to charge it. They then added a $75 late fee on top of the $74 charge for the extra month, and sent the account to collections (when we had already cancelled). Just not. Great way to do business in my opinion. Thanks!

  

  Business response

  05/22/2023

  Our billing processes are quite automated in regards to recurring payments, late fees, etc. However, this client was a wonderful client for years and I am happy to refund their final payment including the late fees. We wish them the best of luck!

  Customer response

  05/22/2023

   
  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

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is the worst company ever that only knows how to rob people. They made me put my account pay and thought they can increase the price whenever they want. Their services are not worth the money and they are the worst people to deal with if you want to cancel your account. If you DO NOT WANT TO GET ROBBED, DECEIVED OR YOUR MONEY TAKEN AWAY WITHOUT YOUR CONSENT please please ignore this company and look for someone with better customer service and someone who cares. I have been their customer for past 3 years now and they clearly said they won't close my account.

  

  Business response

  04/26/2023

  We have contacted this client and resolved their concern. I have attached their email reply confirming they are happy with the outcome.

  Customer response

  04/26/2023

   
  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The office is not honoring the terms of service. I followed the instructions of informing the office that I would like to pick up my mail 24 hours before arrival. When I arrived during the confirmed pick up time, the office was closed. All texts and phone calls went unanswered. Due to time limitations and lack of communication from the office, I was not able to wait at the location. Later I received a text which stated that the representative decided to take lunch during my confirmed pick up time. Next, the office wanted an additional 24 hour notice to pick up the mail. I have very limited free time during office hours so the ability to pick up mail during business at the confirmed pick up time is tremendously important. As an amicable resolution, I requested a one time mail forward to my home. The office refused and canceled my service. The office will not allow me to pickup my mail at the time that I have requested 24 hours in advance. Now I am being informed about a drop box service but the information on where and when is not being provided. I have not been able to use the service as stated when I signed up because my mail is unavailable after following all of the steps properly. In addition, the office is refusing to allow me to pick up my mail and changing the terms of use by requiring pickup at an unknown location.

  

  Business response

  04/18/2023

  I am so sorry to hear of this customer's experience. I completely understand why this was frustrating for our client. Unfortunately, Davinci does not own or operate any of our partner locations so situations like this can be hard to facilitate. Regardless, this client is a Davinci client, therefore we take full responsibility for this situation. We have the client set to terminate per their request. If there is anything else we can do, please don't hesitate to reach out.

  Thanks,

  Coco Q******

  President

  ###-###-####

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davinci Virtual is using a bait and switch scheme. They have people sign a 6 month contract at a specific price and then increase the price before the 6 month contract is up. They are quick to mention that they can change the prices at any time as stated in their terms and conditions. Most people think that the price will increase at the renewal, after the initial 6 months are completed. This is not the case. They are doing it before I can even use the services. I started a 6 month contract with Davinci Virtual on January 16, 2023. On January 31, 2023, I get an email that says my virtual office rate will be going up on March 1, 2023. A little later that same day I got an email that said my virtual office was now ready to use. I called on February 1, 2023, to see if they expected me to pay the increase on March 1, 2023. I was told I would be charged the new price on 3/1/23. In addition, there will be a mail forwarding fee of $10, along with the cost of postage. Initially, I was told mail forwarding would only be the cost of postage. I told them I haven't even used any of the services and I still didn't have the toll-free number. They offer to create one at that time, but I told them no and that I wanted to cancel all services immediately. I asked to speak to customer service or the cancellation department. I was told they were all busy and couldn't speak to me. I was told to send an email requesting the cancellation. I sent the email. However, they will not cancel my virtual office due to the 6 month contract. They asked me if I knew someone that would take over my contract. Why would I allow someone else be scammed like they are scamming me? That question showed me how they are not to be trusted. Please make the public aware they will change your contracted pricing at any time during your contract. It will not stay the same. They will also cancel any of your services, even your phone number, at any time they want after you sign the contract.

  

  Business response

  02/15/2023

  We apologize about this client's experience and have provided a full refund. The account has been cancelled per their request and I've attached our email communication with Dwan confirming this information.

  Thank you

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a client of Davinci for over a year and half and I would like a refund on the weekly mail service due to the fact that I am not receiving my mail. There was A **** statement that was and sent to the the davinci office on dec 27th and I just received mail from the office on *** 28th when the bill for this company was due on *** 20th. Davinci has caused me to incur a late fee of $40. Can you tell me how I received a bill a whole month after it was sent to the virtual office. Every time I receive mail from your Davinci my name is misspelled or the company name is incorrect and it is never sent out weekly as requested. I would like documentation and proof of when the mail was received to the office and when it was forwarded to me. They say the they send it out every Friday but this is not true. I should not receive the mail two weeks are more after they receive it. I am paying for this mail forwarding service and it seems like they are just taking the money and not completing the service. I am really disappointed.I would like the mail forwarding service to be dropped and the late charge of $75.00 to be removed as a courtesy due to the incompetence of the office in mail forwarding. I didn't even receive the mail for *** weekly I received it monthly it seems which is incorrect. Please remove the charge for weekly in *** since this was not done and credit it for this billing period. I will pay the $64.00 for the virtual office. I have complained about not receiving the mail in past and the name being misspelled previously but I keep having issues with this. I do not want my office terminated.Any assistance would be appreciated.

  

  Business response

  02/03/2023

   

   

  We have contacted the client to resolve their concern and have agreed to the requested resolution.  Our team lead ********* left a voicemail and emailed the message below to ********. We have processed the requested refund and update to services. Thank you. their payment is currently outstanding and we ask that ******** return our call. 

  
  From: ******************** <*********************************>
  Sent: Wednesday, February 1, 2023 4:36 PM
  To: ************************* <*************************************************;
  Subject: Davinci Account
  
  Good afternoon ********,
  
  I hope this email finds you well. Im reaching out about the concerns on your account. I am deeply sorry for the issues that youve experienced with mail forwarding. The office confirmed that they are sending mail weekly as it come in but there has been delays with ***** Im happy to waive the late fee as a courtesy, get the mail forwarding removed and credit your account the mail forwarding fees for the late 2 months. Please let me know if you have any questions or concerns.
  
  Warm regards,
  
  ******************** | ************* Team Lead
  Phone: ************
  *********************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This issue started on Sep. 20, 2022 I attempted to receive mail service with this company. I paid ****** When I attempted to call and request a cancellation because they never set up the mail service the company blocked my phone number and refuse to answer my calls.After they confirmed mail service had never been set up and a supervisor would call.I never received a call from anyone on their team and they informed me that someone would be reaching out.This is completely unprofessional and i am extremely disappointed as this company was referred to me.

  

  Business response

  11/02/2022

  Davinci spoke with this customer multiple times including on 10/20/2022 when we apologized for the delay in set up of services, offered a free month of service and got the account set up that same day. Confirmation was sent via email as well as an email from our Team Lead ****** on 10/24 following up on the request.  Later that evening, the client called requesting to cancel and our representative said the cancellations team would return their call the following day. When the customer tried calling again that evening, our offices were already closed. We did not block their number. 

  Although this customer agreed to a 6 month contract, we will cancel the account and issue a full refund. Please communicate the refund can take up to **** business days.

   

  Thank you,

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

  President

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were going to charge me $5 a day to store an unsolicited package that was sent to their office. I tried to get them to redirect the package to the sender so that I did not have to travel from out of town to pick it up. I only wanted to use the address so that my customers did not have my home address. I was transferred several times and a representative named **** was very rude to me. He actually hung up on me because after I got so frustrated, I wanted to cancel the account. He tried to prevent that from happening by disconnecting the call. I did report this to the supervisor who stated that she would call me back with a resolution by the end of day. That call never happened. I said that she could also email me if she did not have time. None of those things happened and I was still left trying to cancel the service. I am highly dissatisfied with this company. No one, as of yet, has confirmed my cancellation.

  

  Business response

  09/13/2022

  We are very sorry you did not feel you were treated properly by our team when they ended the call.  I have told my team they are allowed to always end the call when customers are using extremely unprofessional, offensive language. There is no place for that at Davinci. One of our core values that we live by is to "respect everyone," and we would appreciate the same from our clients. 

   

  That being said, we will go ahead and terminate your account effective immediately, per your request. We will also waive final payment. We hope that solution is satisfactory. Thank you for sharing your concerns with us.

   

  Sincerely,

   

  Coco *******

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

  Customer response

  09/15/2022

   
  Complaint: 18004345
  
  I am rejecting this response because the service representative was rude to me and very unhelpful.  It is obvious that DaVinci has no respect or regard for its paying customers.
  
  Sincerely,
  
  *****************************

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