ComplaintsforNextiva Inc

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's a terrible voip provider system and their customer support even worse than their system. 1- First of all Nextiva voip system is not ready to use app and system has a lot of technical issues (tons of bugs and errors) 2- most of the future like call flows, company id showing futures even their app act weird on phone when you get phone call. Most of your phone call goes to miss calls with out ringing. And if you have phone call flow between team members get ready to loose your all new customer. 3- I seriously spend hours everyday for couple weeks. they fix one issue and create another one. 4- if you call customer service and after wasting your hours on the phone if phone hang up for any reason you never get phone call back from same person and you have waste another hour. After dealing with them back and forth wasting weeks (7-8 weeks) on the phone their technical department finally accept all of these problems they been recieving from their customer I am not the only one and they work on it. ( no solution for now I have to wait) then I asked for cancelation of course another person another manager 12 months contract, finally canceled then after 3 months I regonized they didn't cancel and I had being charged sinceIt's a terrible VoIP provider system, and their customer support is even worse than their system. First of all, Nextiva's VoIP system is not a ready-to-use app, and the system has a lot of technical issues (tons of bugs and errors). Most of the features, like call flows and company ID showing futures, don't work properly. Even their app acts weird on the phone when you receive a phone call. Most of your phone calls go to missed calls without ringing. And if you have a phone call flow between team members, get ready to lose all your new customers with nevtiva voip services If you call customer service and spend hours on the phone, if the phone hangs up for any reason, you never get a phone call back from the same person, and you have to waste another hour. After dealing with them back and forth, wasting weeks (7-8 weeks) on the phone, their technical department finally accepts all of these problems they have been receiving from their customers. I am not the only one, and they are working on it. (No solution for now, I have to wait.) Then I asked for cancellation, of course, another person, another manager, a 12-month contract stories etc. after all bs Finally canceled, but after 3 months, I realized they didn't cancel, and I had been charged since the first day. This company one of the most terrible experiences I had lately. I should have understood when I heard that they are a scam after I heard that they don't offer a trial. There are some other companies that work much, much better. I recommend everyone stay away from Nextiva and don't enroll in any contract without testing the software with a trial.

  

  Business response

  03/04/2024

  We are communicating with the client regarding a resolution.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are attempting to move on from Nextiva because our phone bill is $270/month. We found a self hosted solution that will cost us between $50 and $100/month saving us thousand of dollars a year. We went out and spent $2000 on equipment for this solution so we could get the process started. We called Nextiva to cancel because we knew we were way outside of our 3 year contract. They told us we would have to pay $5000 for an early termination fee! Come to find out they bury an auto renewal clause inside of a hyperlink of ten pages of terms and conditions in their contract so we are officially 1 year into another 3 year contract. These auto renewals are so predatory and as the Director of a small business, that savings means a lot to us. This is the second scummy business to rope us into an auto renewal clause and I will never do business with either again as well as give my honest negative opinion of them both to anyone and everyone. We have paid them about $12000 over 4 years so its really ridiculous to not be able to cancel our account

  

  Business response

  02/09/2024

  We are trying to connect with the client.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I engaged Nextiva to provide phone service for my law office. Unfortunately, they failed to provide any actual service immediately after paying the first installment. After misrepresentation by the salesperson ***********************, ************************************* I requested that the transaction be terminated. The account was terminated but I was charged for service that I did not receive. I attempted to reach out to ********************* the Corporate Counsel for Nextiva at **************. I was unable to reach him at that number. I am know reaching out to ******* State Bar to see if they have any information pertaining to ******************** actual contact information. It appears that Nextiva maybe engaging in unfair business practices and/or potential fraud as to not returning the initial charge without providing service.

  

  Business response

  02/01/2024

  We were able to reach an amicable resolution with the customer.

  Customer response

  02/01/2024

  I have not received any sort of refund from this business.  The message that has been submitted is false.

  

  Business response

  02/02/2024

  Customer's account was canceled, and the requested amount was refunded on 01/25/2024, the *** number for the transaction was sent to the client. We were unable to reach the client regarding the complaint. At the moment, we consider this case as resolved.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract to used Nextiva in December 2021 for voip service. I signed a 2 years contract. I specially asked ******* what happen to the service after 2 years. I was told several time that it will be a month to month contract after the 2 year. I called 1/19 to check if my contract is month to month and was told it just auto renew for 2 more year till December ****. If I cancel my contract now I have to pay 24 months of of monthly bill. I asked ******* about my original contract about month to month and he just state there is a line on my contract with a link for contract term that the contract renew for original term of the contract not month to month. How do I know they didn't update that link to include whatever they want. I never received any email stating my contract will be renew for 2 more years. This is not a good business practice.

  

  Business response

  01/30/2024

  We are working with the client on an amicable resolution.

  Customer response

  02/01/2024

  So I received a called from ***** regarding my concern.  I was trying to be polite and explained my concern with a new 2 years contract I was automatically put on by Nextiva without any notice.  He told me that is their policy to automatically renew contract for 2 years.  I asked how come I don't get any notice for the renewal and he have no answer and told me that is how Nextiva do business.  It was on the original contract I signed that it automatically renew for 2 years.  I told him the sales rep told me on the phone that it would go month to month after 2 years on my contract not 2 more years.  I asked why can't Nextiva set their system backend to month to month after contract end.  He said that is not how Nextiva work.  I told him when I called in to check on my contract last week all ******* have to do was change in their system to a month to month contract after my new 2 years contract expired in December 2025.  I asked ***** why can't Nextiva set this up in the beginning of my contract when I asked about and he have no answer to that.  It was very frustrating talking to him because he basically have no answer.  He told me that he have to speak to a manager to see if I can switch to a month to month contract.  I understand why he have to speak to a manager.  His email signature say he is a escalation manager.  What's the purpose of a escalation manager if he have no power?  I never signed a contract with any company before that automatically renew for 2 years without any notice.  ************ will just month to month after contract end.  This is a shady way to do business.  I have a IT company and I would never recommend Nextiva to anybody!

  

  Business response

  02/02/2024

  We are working with the client on an amicable resolution.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to cancel the account back in July 2023 when I was made aware the customer I was using it for was going out of business. I called them and filed a ticket with them. They told me they would close it. End of Story. I kept seeing that they were still taking money out of my account, I filed tickets, talked to their truly awful customer service and waited on hold for hours at a time. I don't have time for such things. No one does. August 2023 $32.70 September $34.88 October $32.98 November $32.98 December $34.88 January **** $34.89 _____________________TOTAL = ******

  

  Business response

  01/26/2024

  We are trying to reach the client.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Entered into a contract with Nextiva. Services are not as advertised. Have tried repeatedly to cancel the contract. Nextiva is using unethical delaying practices to avoid canceling the contract. They say that we need to speak to their ********************* We receive emails asking for a good time to call which we respond to, but then never receive a follow up email from them to schedule a call.In the most recent email communication they say that the contract can't be cancelled until our numbers have been ported to the new vendor. However, our numbers were never ported by Nextiva.We understand that there will be a early cancellation fee which we have said we would be willing to discuss with them.

  

  Business response

  01/26/2024

  We are working with the client on an amicable resolution.

  Customer response

  01/29/2024

  
  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

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  hi *********, Wanted to let you know that we have moved our phone service to another provider. Our experience with Nextiva has been disastrous and has caused irreparable harm to our business. We have spent dozens of hours with "customer service" and technical support and hours on hold and being transferred from one department to another. In my 30 year career, I have never experienced anything worse. As a result of this negligence, our phone system was down for days and hours with no way for our customers to reach us and others thinking we are out of business as the numbers did not work or they got an error message. You can read through the transcripts and numerous emails we have sent for documentation. I don't have the time or interest in documenting it here. I expect to receive a full refund for any fees we have paid or I will be forced to take legal action. Please let me know where I should send the phones to.

  

  Business response

  01/26/2024

  We are working with the client on an amicable resolution.

  Customer response

  01/29/2024

  Nextiva has refused to refund me. They keep wasting my time - emailing me and then asking my name and telling me to call. There is nothing to talk about. Their service did not work and has caused irreparable harm to my business. They need to refund me immediately. 

  

  Business response

  02/02/2024

  We are working with the client on an amicable resolution. The client was advised on the next steps in the processes.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Won't cancel, says they just renewed for 12 months, will have to pay all 12 months regardless.

  

  Business response

  01/26/2024

  We are working with the client on an amicable resolution.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unlawful retention/canceling practices They will not let you cancel online, you need to send an email and call and jump through hoops finding information that could easily know. After multiple emails and verification attempts, they still required a call during there business hours only to have me hold forever, then tell me that I under contract and will be charged a termination fee to leave because they renewed my contact without my approval?!?... I have had this service for almost 4 years and my only/initial contract was over a while ago.There are insisting on an almost 200$ termination charge saying that they renewed my contract and I am liable. If this is not canceled very soon I will need a refund and cancelation Also attaching an email from there sales team that recommended I don't sign contracts with another VOIP provider (for irony purposes)

  

  Business response

  01/26/2024

  We are working with the client on an amicable resolution.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged in discussions with a sales representative named ********, who advocated for a transition in our phone system. Our conversations occurred through both phone calls and text messages. Despite expressing concerns about complications with our current phone system, I doubted the feasibility of switching. ******** informed me of a two-month cancellation period in case of phone system issues. Within the initial month, I opted to cancel due to challenges reaching Nextiva support. However, terminating the contract proved problematic, as the contractual terms addressing this matter were not explicit. Even after presenting text evidence to a representative, they insisted it was insufficient. Notably, when ******** showed me the contract, it diverged significantly from the one I initially signed. This lack of transparency raises concerns about deceptive practices in contract signing. The amount we agreed on was around 300 but they are charging about 700 a month.

  

  Business response

  01/19/2024

  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. ↩