Complaints

This profile includes complaints for Dialpad's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Dialpad

  100 California St. Ste. 500 San Francisco, CA 94111

• 

  Dialpad

  3001 Bishop Dr Ste 400A San Ramon, CA 94583-5005

• 

  Dialpad

  2 Embarcadero Ctr Fl 8 San Francisco, CA 94111-3833

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:06/29/2025

  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.

  For the last 24 months Dialpad has been overcharging me for items I do not use. Our company has downsized and needed the billing adjusted to match what we were currently use. Dialpad refused to adjust our billing stating that our contract didn't allow this. We were forced to pay for items that we did not use. Knowing that our contract was coming up for renewal I reached out to them 8 months prior and begin the process of notifying them to remove the items from my billing that I don't use. Continued to notify them about the fraudulent billing and that I only wanted to renewal for items I was using. I sent 8 emails, 1 letter and had numerous conversations with numerous employees of Dialpad. I recently got auto renewed again for the services I do not use. I called them again hoping they were an honest and reputible company. In speaking to the woman who handles my account, they informed me that since I didn't call again to notify them I am stuck for another 3 years being overbillwed for service I do not use. I let the woman know that she should check the records as I have notified them over 8 times about the overbilling and how I wanted to only be charged for what I was using. This is a company that does not operate with integrity and will not let you cancel. Even though I have contacted them over 8 times prior to renewal.The public needs to know about this fraudulent company! There are better options for a phone service that operate with integrity and honesty.

• Initial Complaint

  Date:06/26/2025

  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.

  This business is a scam. I never signed up for any services yet they somehow got a hold of my business email and have been calling my work daily and harassing my coworkers trying to speak with me. They refuse to stop emailing and calling my workplace despite asking them to stop. Stay far away from this business and at all costs, don't associate with these scammers.

• Initial Complaint

  Date:06/16/2025

  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 request cancellation with Dialpad in May 1 2025, by email and they continue to withdraw $47.51 from my credit card.

• Initial Complaint

  Date:06/09/2025

  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.

  Dialpad Charge Dispute Key Facts Transaction date: April 30 2025 Amount charged: $ ******* (includes an undisclosed $600 tax that was not in the quoted total)What Dialpad promised:Quoted plan price of $ ******* (no extra taxes shown)14-day free trial before any billing Ability to cancel within 3 days for a full refund What actually happened:Trial was terminated immediately; my card was charged the full amount on day 1 The $600 tax was buried deep in the agreement and excluded from the summary price I reviewed and accepted My actions to resolve:Called and emailed Dialpad on April 30 (same day) as soon as the incorrect charge appeared Spent hours in chat and phone loops, bounced from bot to bot with no live agent able to process a cancellation or refund Submitted support tickets and follow-up emails; tickets closed without explanation Current status: Dialpad has kept the full payment, provided no service, and ignored multiple, timely cancellation requests.Resolution requested: Immediate, full refund of the entire amount charged.

• Initial Complaint

  Date:04/23/2025

  Type:Product 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 were charged for 2 months for a user that we no longer use, no logs and Dialpad is refusing to refund. They charged us for March and April and the useror number is no longer in use

  Business Response

  Date: 05/05/2025

  Hello,

  Is it possible for Cherry to provide the ticket number in which she asked for the refund or adjustment to their account? I would like to review the internal tickets to see how I can best assist. I'm not locating the ticket specifically asking for this, having it would be great help. 

• Initial Complaint

  Date:04/22/2025

  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.

  For nearly 11 weeks now, we have experienced numerous technical issues with our phone service. Our Dialpad Administrator has spent more than 18 hours attempting to resolve the issues associated with not being to add users, edit user profiles, competing calls, routing calls to mobile numbers and answering calls. Dialpad has not provided the goods and services outlined in our Service Order. We have emailed, chatted, opened support tickets and called your support team. Our law firm, which relies on fully functionality phone service, can no longer afford to continue trying to resolve these issues. Every time we try to connect, the call either doesnt go through or we cant hear the caller. Thats not a minor glitchit means we effectively have no working phone line at our office. While this is clearly a service failure, their support team has also been unable to resolve the issue despite multiple attempts. The problem is so fundamental that Dialpad has failed in its essential purpose, and we have lost confidence in your ability to deliver a working solution.We are asking (and have been repeatedly denied) for early termination of our contract with no further financial obligation.

  Business Response

  Date: 04/22/2025

  They seem pretty set on wanting to cancel their account, I've found only 3 tickets where they outline technical issues, two of them had been resolved and asked to be closed by the customer.  

  I've located their request and wrote a note to the team where the request is sitting to inform them of their BBB complaint. The *** team should address this accordingly. Kindly asking for their patience for this matter to be addressed.
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23235028
  
  I am rejecting this response because we have already wasted weeks while this company "looks into" or "investigates". Their support tracking system isn't reflecting the numerous phone calls we have made trying to resolve the issues and only 3 of the support tickets we've opened Jan-Apr 2025. We had 0 issues in ** 2024 so something has changed within this company that have caused the technical issues. If you look at all of the other reviews customers have recently posted, we are not the only customers experiencing technical issues since 01/01/2025. The ONLY acceptable answer for our law firm is approval of our request to terminate. We can't successfully operate our business with the quality of service we have with Dialpad. 

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

• Initial Complaint

  Date:04/02/2025

  Type:Product 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 switched my business phones over to dialpad in October 2024. They overcharged me $20 per month. They offer all these services on their website but don't provide complete documentation to use integrated services like ********* 365. They will however offer api integrations at a $2100 cost. My existing number was ported over but the app wouldn't receive calls. My text messages would use a number that Dialpad subscribed but not the ported number that we'd been using for over 10 years. My last straw was when I provisioned an existing desk phone to Dialpad and they locked me out of the phone. Then they refused to provide access into my own phone. I spent hours trying to get into my personal phone. It was crazy. They gave me 8 passwords after arguing with them for an hour and none of them worked. They couldn't tell me which password and told me to try all of them. The billing issues, app not working, hijacking my phone, my port number not being utilized, and api documentation missing is the reason why I had to spend money porting my number back to my previous service provider. I want my money back. They cost me time and money.

  Business Response

  Date: 04/03/2025

  Hello,

  I truly appreciate you taking the time to share your experience, and Im sorry to hear that this has been such a frustrating and time-consuming situation for you. Thats certainly not the experience we want for our customers.

  Id love the opportunity to look into what went wrong and work toward a resolution that were both satisfied with. Your concerns about billing, phone provisioning, and number porting are important, and I want to ensure theyre properly addressed. Our team will be reaching out soon to work through this. 

  Thank you again for your honest feedbackI know your time is valuable, and I appreciate the chance to improve from this.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23151073
  
  I am rejecting this response because:

  Nothing has been done and Im rejecting this because there's the 5 day window. I'd want refumds.

  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:03/24/2025

  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.

  I have been having numerous issues with Tech support. They are been unable to solve any of my tickets. I am submitting this here to hopefully get someone else to help me resolve these issues. My phone isn't working as agreed to in T&C. Can someone please help?

  Business Response

  Date: 03/24/2025

  Hello,

  This customer's ticket is already with the higher tier. I will contact the manager of that team to see if I can get it further escalated, we're sorry for the inconvenience. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23107900
  
  I am rejecting this response because: No one has reached out to me.  This has been the issue.  I have a problem with the system not working and nothing happens to get it resolved
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/27/2025

  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 are submitting this formal complaint against Dialpad for its failure to properly process and approve our SMS campaign registration, resulting in severe disruptions to our operations, financial losses, and damage to our customer relationships. Since November 2024, we have attempted to register our SMS campaign with Dialpad six times, working closely with their support agents to ensure compliance with all required guidelines. Despite this, Dialpad has continuously rejected our submission without proper justification or failed to escalate the issue for resolution. Dialpad has repeatedly stated that The Campaign Registry (TCR) is responsible for approvals. However, after reaching out to *** directly, we were informed that Dialpad is responsible for approving the registration before submitting it to ***. A *** representative confirmed that they escalated the issue to Dialpad, yet Dialpad has taken no action to resolve the matter. This ongoing failure has caused us to: Lose business opportunities due to an inability to communicate with customers via SMS. *************** losses while continuing to pay for Dialpad services that are not functioning as expected. Damage our reputation due to missed communications with our customers. Despite numerous attempts to resolve this issue and our formal complaint with the **** Dialpad has failed to respond or take meaningful action. Their refusal to take responsibility for their obligations as a telecommunications provider is unacceptable. We request the BBBs assistance in holding Dialpad accountable and ensuring they take immediate action to approve our SMS registration or provide a justified explanation for their failure. If this issue cannot be resolved, we expect Dialpad to issue a full refund for the services they have failed to deliver. Please advise on the next steps and how this complaint can be formally addressed through your channels.

  Business Response

  Date: 02/27/2025

  Hello,

  I am really sorry for the trouble. I will work with my team to try and get us answers to the challenges being faced here. It is not our intention to delay these processes, we understand the importance of having a registered compagnie. We appreciate your patience as we sort this out.  

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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 submitted the *** brand and campaign information for our company as required by Dialpad on 7/17/2024. We never heard a word from DialPad regarding our campaign, so we assumed everything was taken care of. on Jan 21, 2025 our *** messaging functionality was no longer available. We were able to work with customer service to ensure our campaign met the requirements and service was restored. On 2/3/25 *** messaging once again abruptly stopped. Dialpad stated that per *** regulations, without an approved *** campaign all messaging is blocked. We have repeatedly corrected and had the Dialpad team walk through every single change or update that magically kept showing up. We were told to expect between 3-21 days for our campaign to be approved. We have surpassed this timeframe with absolutely no end in sight. At this point, we were told today "The carriers are currently processing a high volume of registrations" and they can no longer assure us of a timeframe for service to be restored. We began this process back in July of 2024 to ensure there would be no issues with our service, and at this point, we cannot get any timeframe for when we will be able to use to services we are paying for, because Dialpad dropped the ball and never submitted our *** campaign back in 2024.

  Business Response

  Date: 02/27/2025

  Hello ****, 

  My name is ***** ******* and I'm the director of ************* for ********************. I'm very sorry about this situation. It hasn't been fun for any of us, allow me to work with my team to see what we can do to resolve this for you once and for all. Expect a reply from us on the ongoing ticket you have with customer care. I am truly sorry again for this, we've been at the mercy of these providers. However, I do take some accountability - we could have done a better job.