Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********* took over management 11/15/2023. December 12th the leasing office phones stopped working. We contacted Nextiva who stated that the migration between management companies was incomplete. They stated we needed to sign a contract. We signed the contract. A month went by of continuous follow up then they said Well now you need to pay some type of activation fee, but we will provide you phones. We paid they never sent phones for 3 months we continued follow up and even purchased us on phones at their advice. They were unable to activate the phones they told us to purchase. We spent 3 days 4 hours each time trying to activate. They finally concluded we need their phones. For two more months they sent fake conformation saying they mailed the new phones. We received them yesterday after all this time and they are now stating we are not authorized to activate the phones. We are a business that have been without phones from December to July. They are unapologetically unhelpful and willing. We have been paying them monthly since November we paid their fees signed their contract and then paid for the phones that they stated were free. I have attached all the email correspondence. Please help. We prefer if this company will release our phone line and us from the contract, we have lost so much money not having phones and we dont trust a future relationship. We still cannot activate the phones they made us buy they said would be free.
Business response
07/12/2024
We are working with the client on an amicable resolution.Initial Complaint
06/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Nextiva regarding their **** services, specifically the SMS/MMS feature, which has been down since June 14, 2024.Despite numerous attempts to resolve this issue, I have received inadequate responses from Nextiva. I contacted their customer service team several times and was repeatedly assured that the issue would be corrected by Friday, June 21, 2024. However, as of today, this problem persists, severely impacting my business operations.Nextiva has acknowledged that this is a global issue, yet there has been no official notification or timeline provided to customers regarding when this issue will be resolved. The lack of transparency and communication from Nextiva has been extremely frustrating and unprofessional.The continued outage of the SMS/MMS feature is unacceptable and has significantly impeded my business activities, causing both financial and operational disruptions. I rely heavily on this service for daily communications, and the prolonged downtime is causing irreparable harm to my business.Given the extent of the inconvenience and disruption caused by this issue, I am requesting the following:An immediate resolution to the SMS/MMS feature outage.Compensation of at least three months' worth of service fees due to the significant impact this outage has had on my business.I trust that the Better Business Bureau will assist in resolving this matter promptly. I appreciate your attention to this complaint and look forward to a swift resolution.Business response
07/05/2024
We are trying to reach the client.Customer response
07/07/2024
There was no attachement to suggest what Nextiva's response was. I have not received any phonecalls from this company to date, in which this issue is still outstanding. I will not call and stay on hold and be transferred from one rep to another. I superisor should be either calling or emailing me directly with my concerns to this issues. I am requesting a resolution to this within 3 business days at maximum.Business response
07/12/2024
We were able to reach an amicable resolution with the customer.Initial Complaint
06/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Nature of the Complaint:Service Malfunction:From day one, we experienced numerous glitches and app problems. The primary concern was that calls would not properly disconnect, resulting in extended periods of unintentional recording without our knowledge. This is a severe issue as it pertains to patient health information.HIPAA Violation:Due to the app's malfunction, confidential patient health discussions were recorded without our awareness. This breach is a direct violation of HIPAA regulations, posing significant risks to patient confidentiality and our compliance obligations.Resolution Sought:We reached out to Nextiva to cancel our contract on the grounds of the service's failure to meet security and HIPAA compliance standards. Despite our efforts, no resolution has been presented.Requested Action:Contract Termination:We request immediate release from our contract with Nextiva due to their inability to provide a secure and HIPAA-compliant service.Refund:We seek a full refund of all payments made to Nextiva. This compensation is necessary to offset the time and resources we must now allocate to secure a new HIPAA-compliant service provider.Conclusion:The failure of Nextiva's service not only disrupted our operations but also posed a significant compliance risk. We urge the BBB to assist us in resolving this matter promptly.We trust that the BBB will facilitate a fair and timely resolution to this issue.Thank you for your assistance.Business response
07/05/2024
We are working with the client on an amicable resolution.Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After doing much research and speaking with several team representatives, we decided to sign up for this service and start transitioning our phone service to Nextiva. Please be mindful that we are a mental health group practice. Our clients depend on us for their mental health needs. I signed the contract 12/15/2023. We were still not onboarded as of mid-March 2024. Once we were onboarded, we were not trained. In addition, our texting feature that we signed up for and paid for was not working. We were not communicated with and no one would get on the phone with us - only email and being redirected to their website. Even after complaining, we were told there would be follow up and there wasn't any. What was promoted, was not the service that we got. They "so far" have allowed us out of paying the early termination fee, however I feel as if I need all of the monies paid back, given we did not and could not use their system.Business response
06/21/2024
We were able to reach an amicable resolution with the customer.Initial Complaint
06/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Nextiva was quick to charge my account, and difficult to reach for the porting of a phone number. When I found a better service, for a more reasonable price, with adequate tech support they refused a refund and asked me for a contract cancellation fee, but assured me they have my best interest in mind. I want a refund from them and no longer with to do business with them. Simple.Business response
06/14/2024
We are working with the client on an amicable resolution.Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My company signed the attached 3-year service agreement with Nextiva, and nowhere on the agreement did it mention auto renewal. Evidently, there is a lengthy webpage you are expected to read- again not mentioned on the attached signed contract. You will find numerous complaints on the BBB website mentioning this same deceptive tactics. If I had to identify one company that exemplifies, evil deceptive business practices, it would be Nextiva- hands down.I request Nextiva cancel any future payments and not contact me again. As it is, I have overpaid Nextiva after cancellation.Business response
06/14/2024
We are working with the client on an amicable resolution.Initial Complaint
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I canceled service on 5/3/2024 and they refuse to cancel the service and are trying to continue to chargeBusiness response
06/14/2024
We are working with the client on an amicable resolution.Customer response
06/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 1st, 2024, I called Nextiva and spoke with *******************************. Explained I need to cancel the services as they are not needed. She emailed me a list of questions to verify me and my account information to cancel the service. I responded to the email with all the requested information on 3-14-2024 and to close the account. On April 14th I emailed ********* again. She failed to respond. Our business checking account continued to be debited. On June 3rd, 2024, at 3:52pm PST, my business partner and co-owner **** called Nextiva and spoke with an unprofessional ******. Despite **** being able to verify the account information and PIN number, ****** said that I would need to call in. **** advised ****** she wanted to speak with *********. According to ******************************** stepped out for the day but assured us she was going to be back in the office today. **** asked ****** to send a message to ********* to call me back and for her to respond to my emails. In my experience ********* was not going to call or email me back as we requested, so I filed a claim (Case ********) online with Nextiva with the same information given here. The response I received from the mysterious Kolya Y, was that we needed to go through the verification process and explain why we should receive a refund. I respond by email to ********* and ***** to read the email I already sent, process the refunds, and cancel our service. I can provide the emails and the bank debits. This was to be cancelled March 23rd of 2023 and we did not follow through on our end and that is our fault.Business response
06/07/2024
We were able to reach an amicable resolution with the customer.Initial Complaint
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
The phone service for this provider has been so bad it's caused me financial loss in my business. I have been trying for days to change companies and they've purposefully made it difficult to cancel my account I have no contract with this company, I've called about 10 times in the last 24 hours and have received nothing but incomplete information, hang **** and run around.This company is a scam. I just need to change providers so I can communicate with my customersBusiness response
05/17/2024
We were able to reach an amicable resolution with the customer.Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Not receiving contacts from supervisors on multiple occasions despite being given assurances would be contacted - in particular with :"customer relations" department.Business response
05/17/2024
We are working with the client on an amicable resolution.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
339 total complaints in the last 3 years.
81 complaints closed in the last 12 months.