ComplaintsforOoma, Inc.

Data Communication Equipment

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Initial Complaint
07/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7-2023 contacted Ooma was told I needed to get a temp phone #& when my #was approved to be ported out that the temp # would be canceled.July Aug Sep 2023 I was billed $7.06 basic plan for 1 line then Oct 23 thru present 7/24 I was billed *****. In Aug 23 I called to verify the 424 temp # was removed and was told yes.My sister's card was on my record so I never saw the charges, then 7.12 I get a call saying I owe money I called ooma ****** 7.14.23 1.49 pm said I have 2 premium lines I freaked asked why as the temp was canceled in Aug 23 and in Aug and Sep 23 I was only billed for 1 line.He said ooms gave me 3 free months of premium pckg. & then billed the card monthly for the package I told him I never requested any such package he said I never called to cancel the package. I never ordered any package so how would I know to cancel fuhermore my phone has not worked told them to check activity no incoming or outgoing so they r billing me for what service ?10 months I was billed for 2 lines that I don't have and the temp 424 number I called and canceled Aug 23. Premium package on 2 lines that I don't have and have NEVER used. **** the act supervisor offered 6 month credit of the difference yet I will billed for 10 months. This is shade they somehow added a extra package to get more money and they added a 2nd line in Oct 23 again July Aug Sep 23 I was billed for 1 standard line.This is shameless it's fraud and the cancelation had to be done cos I was billed 1 line until Oct 2023 then all the sudden they billed 2 lines. Since the charges were not on my card zi did not find the issue until Ooma called I expect a refund for the ********************************************************** used no service was provided again check the records. This is unprofessional & unethical it's fraud.Months disputing Oct Nov Dec 2023 & Jan to July 24 $181.58 2 Premier lines were charged instead of 1 standard line at $7.06 $110.98 refund is owed to me for over charging.
Business response
07/15/2024
Dear BBB,

Please be advised that case number ********, Ooma customer *************************** has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Customer response
07/15/2024

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.
Thank you very much without your help I know I would of never been refunded.
Sincerely,

***************************
Initial Complaint
07/12/2024
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.
I created an acocunt with ooma , the services were not activated , i called tech support spend almost 2 hours on the call they said i will get a call back from tier2 team , never got a call back and services were never activated . Ooma kept on charging me when i requested a refund i was advised that i will still be charged a activation fees for a service that was never activated , all this after multiple calls , hangups and waste of time . i run a ****************** and will ensure none of y clients ever use ooma for their VOIP needs .
Business response
07/12/2024
Dear BBB,

Please be advised that case number ********, Ooma customer Sohrab ******** has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Initial Complaint
07/06/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im looking to not renew my service with Ooma after July 15th. I sent the following email to their support address using the email address that is associated with my account and I have them all the verification information required.However, support said I must call to verify as it is the only way to cancel my service. However, my current situation does not allow me to be able to call them to cancel.The following email should sufficient to verify that I am the account owner. Good day,I wanted to let someone know that my current home phone service is set to renew on July 16th, however I will not be renewing my service after this date since we are moving over to another service provider. If you could please allow the service to run out through the remaining service period that would be great.Phone number(s) associated with account: ************ and ************ Name on account: *********************** Service address: *************************** *********************** Device mac address: ************** Mobile phone associated with account: ************ Thanks,***********************
Business response
07/17/2024
Dear BBB,

Please be advised that case number ********, Ooma customer *********************** has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Customer response
07/17/2024

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
07/02/2024
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.
Ooma has deliberately ***** the prices and is relentlessly charged "taxes and fees" that are 50% the price of the service.
Business response
07/03/2024
Dear BBB,

Please be advised that case number ********, Ooma customer Ericca ********** has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am the owner of a small insurance agency, and my agency is receiving non-stop calls from OOMA. We have asked to be removed from their call list and have tried speaking to supervisors, and they continue to call 4-5x per day, which is causing a disruption in my business. This has been going on for several weeks.
Business response
07/02/2024
Dear BBB,

Please be advised that case number ********, non-Ooma customer ************************* has been satisfactorily resolved consistent with the customers' expectations as contact info provided has been added to the Ooma do not contact list.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Customer response
07/03/2024

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
06/27/2024
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.
I have told them many times to cancel my account since Feb of ********************************************* today. They won't seem to stop contacting me cause even though I all them to cancel the account the reps I talk to never actually cancel the account so they keep calling and emailing about a suspended account
Business response
07/01/2024
Dear *****,

Please be advised that case number ******** , Ooma customer ******************************; has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*************************************
Ooma ************* Manager
********************** Inc
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
OOMA billed me for 3 months after I moved my phone numbers to a new company. On or about 03/19/24 I ported my phone number to a new company. Since that time they have continued to bill me without providing any service to me. All they previously provided was phone service. They helped me move it to a new company. Then billed me 04/08/24 $53.28 05/06/24 $53.28 06/07/24 $53.28 When I called and complained about being charged, the OOMA Representative said. You never cancelled service. I asked what service did they provide to me. She had no answer. I told her I want to formally cancel service now and formally request a refund for the services you charged me for but did not provide. She said I would have to call back that there was not anyone available to do that now. So I hung up and started this.
Business response
06/24/2024
Dear BBB,

Please be advised that case number ********, Ooma customer ************************* has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ***************************************************
Customer response
07/01/2024

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
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I stopped using the Ooma land-line telephone service 10 years ago. Because of the way the service works, they know I've not used the service for 10 years, because in all that time none of their "boxes" has made contact using my old phone number (**************) to their back-end operations.However, Ooma has kept billing me every month despite me contacting them multiple times over the years to cancel the service. The amount has not been very large, and I really needed the credit card, so I had little recourse other than suffer this abuse.I recently cancelled the Ooma service YET AGAIN just about 3 months ago, spending half an hour on the phone to do so.However, today they just sent me the attached email (see PDF) to let me know they were unable to bill me for the last month. I finally had gotten rid of the credit card, so they were unable to claw more money out of me.If the above is not a blatant example of predatory business practices, I don't know what is.
Business response
06/25/2024
Dear BBB,

Please be advised that case number ********, Ooma customer Ulfar ********** is now considered resolved by Ooma as no cancellation request is on file previous to BBB complaint being received.
Per Ooma terms and conditions for any billing disputes customer must notify ********************** within 30 days of charges being applied which was not done. Ooma takes customer satisfaction very seriously and has gone above and beyond terms and today on 6/25 has provided a 12 month refund totaling $88.54 and cancelled their account. Customer will see this refund on their records within the next 3-5 business days.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ************* Manager
********************** Inc
Customer response
06/25/2024

Complaint: 21888090

I am rejecting this response because:
My complaint is that Ooma kept ignoring my request to cancel their service for nearly a decade. Their response that "we have no record of you cancelling your service" is just adding insult to my injury.
Sincerely,

*******************************
Business response
06/26/2024
Dear BBB,
Ooma has no previous cancel request on file before complaint was received.
Account history shows customer replied to billing failpay notification email on 9/8/16 that they updated credit card so past due could be collected and call logs show last outbound call was made on 11/30/18.
Ooma has already gone above and beyond terms and conditions with the 12 month refund already provided and considers complaint resolved.
If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ************* Manager
********************** Inc
Customer response
06/26/2024

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
06/20/2024
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.
I canceled my business service in 12/23. I clearly explained that I was canceling and porting the number. They continued to charge account. I called back and was told I had to submit statements. I disputed through the financial institution and they refunded one payment still didn't close account. I called asked to speak to supervisor and was told no that o would not be going past her ****** no department t no identification number and will not get a refund. And there was no one else I could talk to. I was told to call my bank and dispute through them which I did and they tell the financial institution that I dint call and request closure. Which I did x2. I need for my money to be returned. Why is it okay for companies to take your money when u don't even use the service and you called to cancel . If I have to I plan to take it further I know there must be a class suit or of not it should be.
Business response
06/21/2024
Dear BBB,

Please be advised that case number ********, Ooma customer ***********;******* has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ************* Manager
********************** Inc
Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I am writing to file a complaint against Ooma. Despite notifying Ooma on February 27, 2024, of my intention to cancel my service, they are now threatening to send my account to collections. Ooma has refused to acknowledge my cancellation requests and has made the process unnecessarily difficult. This practice of hindering cancellations is currently under federal investigation for other organizations.I respectfully request that Ooma closes my account and refrains from transferring any information to a collection agency. I have made multiple attempts to cancel the service and have been met with resistance each time.Thank you for your attention to this matter.Sincerely,***************************
Business response
06/19/2024
Dear BBB,

Please be advised that case number ********, Ooma customer *************************** has been satisfactorily resolved consistent with the customers' expectations.

If you have questions or require additional information, please let me know.

Thank you,

*******************************
Ooma ************* Manager
********************** Inc
Customer response
06/19/2024

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,

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

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