ComplaintsforNextiva Inc

Telecommunications

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Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
The complainant verified the issue was resolved to their satisfaction.
I canceled service on 5/3/2024 and they refuse to cancel the service and are trying to continue to charge
Business 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
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.
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 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.
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 customers
Business 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
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.
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.
Initial Complaint
05/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We received services from Nextiva for over a year. Ultimately, their service was spotty and not reliable, so we switched companies and had our numbers ported over. We requested to cancel, but they refused and continued to bill us anyways. We asked multiple times and still refused. We even had to go to our credit card company to have them stop accepting charges. Even after that, they still continued to contact us and try and bill as after repeated requests just to stop communicating with us. We just want to be left alone.
Business response
05/17/2024
We are working with the client on an amicable resolution.
Customer response
05/20/2024

Better Business Bureau:

I have received contact from the company who advised they will stop attempting to bill us for services no longer rendered after our requests to cancel the service. However, I was advised they needed time to process the request and I am still pending confirmation.

Regards,

***************************************
Initial Complaint
05/07/2024
Complaint Type:
Order Issues
Status:
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.
After 3 years of subpar performance under the the initial 3 year term contract with Nextiva Inc, Our business decided to port our phone numbers and switch providers. Unbeknownst to us, we were re-entered and auto-renewed into a new 2 year term, and know are being told that there is more than $4,000.00 in early termination fees if we want to cancel prior to April 2027. This is extortion, and unexceptable. My attorney is now involved, and we resent another letter to terminate the contract, and request and RMA to return the equipment, but they are refusing to close the account until the termination fees are paid. I already filed a complaint with the ******* of ******** Affairs. This is not a typical practice for a company with high values and a high level of service. Nextiva Inc should be focusing more on providing a high level of service and customer retention instead of paying a legal team to extort money from clients who wish to move on after the initial term.
Business response
05/17/2024
We are working with the client on an amicable resolution.
Customer response
05/23/2024
I received this message, but the matter has not been resolved. The company did reach out, but still refuses to officially close the account. I still have their equipment and need this to be addressed by sending official correspondence that the account is now closed. Please keep this case open.

Thank you

*********************
Business response
06/05/2024
Both parties legal counsels are working on an amicable resolution.
Customer response
06/06/2024
The fact that I need to get legal representation to address an 3 year auto-renewal that Nextiva is telling me I am subject to an early termination fee in excess of $4,000 is absurd! I stuck out my initial 3 year term with them, as I originally signed on for. It is unbelievable to me that any company can try to legally bind a client into an additional 3 year term after being a client of theirs for 3 years. There was nothing on the e-contract that was signed, only a link to additional terms, which can be changed and adjusted at any time.
There is specific legislation in ********** against this practice, stating that a company that needs to give a client 30 days notice of a renewal for multi-year contracts. This was never done. At the bare minimum, there should have been some correspondence, but there was not. It is clear that Nextiva monetizes and preys on clients using this tactic.
Furthermore, we are speaking about porting telephone numbers to another company. If I had done that before the initial contract term was up, I would have lost our business phone number.
In closing, I would like to state that I have been in business for over ********************************************************************************* this manner. They claim this is an industry standard, but I have not seen anything of the sort and have worked with many different telephone service providers throughout the years.
I am still dissatisfied with the result, and potential clients of this company need to know what they are dealing with, should they decide to use Nextiva's services.
Initial Complaint
04/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
After spending multiple hours on the phone with customer service on multiple occasions trying to resolve an issue with one phone line out of the 11 I have with Nextiva the customer service representatives (******************** and ************) were rude and stated to me they don't care if I leave the company as I stated this problem could not continue as it is hindering our business. They had no resolution to the problem and started to ask invasive questions about our business practices. Every time I called to follow up with the problem I keep getting the run around or a different answer as to why a feature I am paying for does not work. This is defiantly how customer service is supposed to be done.
Business response
05/03/2024
We are trying to reach the client.
Initial Complaint
04/11/2024
Complaint Type:
Order Issues
Status:
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.
In 2021 I signed a two year contract. I have been paying regularly for almost 3 year. I tried to cancel and they blackmailed me: either I keep for another 15 months and then cancel or they extort $900 dollars: my contract doesn't have automatic renewal; one need to go to another file and , after 8 pages, there is mention of automatic renewal if not cancelled 30 days exactly before expiration. No emails to remind to alert of renewal; nothing in contract. Besides, their legal page states: "VoIP Cancellation Policy You may cancel your Nextiva Service at any time by providing Nextiva with a notice of your intent to cancel by sending an email to ******************************** or calling our ************************ at **************.I called and wrote several times. Still they threatened me if I tried to cancel. Loanshark predatory behavior.Please help me stop this horrible trap.(ignorant or intentional? a **** ********* reported the cancellation period in wrong terms: cannot cancel ever if not < 30 days BEFORE end period, their sites states can only cancel if > 30 days before end...)
Business response
04/19/2024
We are trying to reach the client.
Initial Complaint
04/10/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We entered a contract with Nextiva, their system does not work well and we want to get out of the contract and go elsewhere. When we signed with Nextiva we were clear with them that we were switching over because we wanted softphones and that we have international employees. ***ir softphones do not work and their mobile app works even less. ***y keep telling us they need to troubleshoot the office network but we have proven to them its not the issue because 50% of our employees are remote. 25% of them are international and they now tell us that somewhere in the contract it says they dont support that. *** following issues effect everyone and can also be found online when you search Nextiva issues. Calls dont ring to everyone on the team You get a missed call notification with no missed call If someone else answers the call within a few seconds before you, your phone still rinfs and when answered it freezes your app *** mobile app almost never rings and if you answer the call on another device it shows a ringing call forever Missed call notifications dont show for hours or days so when you miss a call you dont know who to call back On many calls you can hear the caller and they cant hear you ***se are some of the most consistent issues. *** others are the failure of their callflows (IVR) which take down your phones and they will not assist. Through the few months we've been trying to work with them they have never escalated our issues past tier 1. ***y always have an excuse or ask for another piece of info that they know we dont have and use that as a reason why they cant bring in tier 2. It's been a long 5 months of constant issues and we just want to part ways nicely but they want us to pay $55,733 otherwise they wont port our numbers out. It feels like extortion. ***y keep claiming its our network and ask us to do things that would compromise our networks security. When we dont do it they say we arent complying with troubleshooting.
Business response
04/19/2024
We are working with the client on an amicable resolution.
Customer response
04/19/2024
I was contacted that they are looking into it, but have no received anything further. They said they are still looking into it.
Business response
05/01/2024
We are working with the client on an amicable resolution.
Customer response
05/03/2024

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,

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

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