5 Customer Reviews
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Review from Katrina H
2 stars09/22/2023
I don't have a rating, simply a review based on the responses that I read from the Company to their customers. I don't believe that any customer service representative should receive any type of abuse while trying to help a customer and in that same breath, I want to say that I did not see where the Company was even apologetic about the overall experience that the customers have had. Empathy and customer service go hand and hand. The customers may not be right at all in how they express their concerns or if it takes them 2 years to do so as it appears to be the case for one customer, but as a company, it's all about the customers' experience and how their frustrations are acknowledged and responded to. I did not see where the Company took ownership for anything and in business we can all do better even if it is "next time." So to point fingers back at the customer when you're a business shows the business's character and for that reason I will continue shopping.Review from Kendahl O
1 star09/01/2023
Horrible customer service! I havent experienced this type of aggression while trying to close an account in quite some time. I requested to speak with leadership or the owner due to the tone of the individual who contacted me and he basically said the owner will remain anonymous and all I have is him. I believe this is a one stop shop with an irate leader. DO NOT use this platform!Review from Melody S
5 stars06/26/2023
I have loved Faxage for 5 years now. A colleague told me about them as an inexpensive option for small businesses and I've been grateful ever since. I rarely have a fax fail and given my manual fax machine failed 50% of the time, I got in a habit years ago of confirming an important document was received. I only do the confirmation with patient reports now and through that in 5 years I can say there have been fewer than a handful and some of those I feel were laziness on the other party's part where it was easier to just say they didn't have it than to actually attempt to look for it. I had a situation where there was a strange issue with clarity and they had it fixed immediately with one call--never been the case since. I've had 2 x where the fax went through unclear BUT each of those times, it took a really long time on the receiving end and kept timing out--I feel those things were connected and happened with the same 2 offices. So I wonder if it had nothing to do with my end. So I've gotten in a habit of making sure it looks clear after it says it transmitted, but none of these things I've developed habits for are likely related to Faxage. I will use them as long as their prices remain reasonable for small businesses AND their service remains as I've learned to expect. At this point, I have no plans of looking into any other service.Review from Norman L.
1 star09/12/2022
This company fitted my needs for 11 to 12 years for online faxing but dismally failed me on my last fax. As faxing became less important due to quicker and cleaner emailing and online messaging, I used less and less of the company's services but kept the monthly plan going for an occasional fax. I had believed that the company, any company, appreciates customer loyalty and a long term business relationship. However, after a partial outgoing fax, only 6 of 12 pages were delivered to the recipient, and a successful full outgoing fax re-send, all 12 pages delivered, I reported the fax mishap online to the company; a customer service representative oddly did not address my report and declared the first fax went out. A couple of days later, I again reported the fax mishap online; a different customer service representative ignored my report and declared the first fax went out. In my first contact with the company, I believe that the company does not listen to its customers, a total lack of customer service. Please GO elsewhere.
FAXAGE Response
09/13/2022
Hello, we are sorry to hear that you had a bad experience with our customer service. That said, it looks like you canceled your account on November 30, 2020 (almost two years ago) due to the issue and that we processed the cancellation at that time. So, we are unsure as to why this review is coming in nearly two years later, but again are sorry that you experienced difficulties with our service. If there is something we can do for you or that you are looking for at this time, please feel free to reach out.Customer Response
09/13/2022
After I read the earlier January 19, 2022 review, I find that the company has not changed, a continuous and a simple lack of customer service, so that my earlier poor experiences needed reporting and documenting. The company is quite gracious in its reply to my BBB review and presently to me, however, the company is not gracious or concerned after I twice notified the company of its outgoing fax problem. Future customers need to weigh this company with a grain of salt.Review from V. C.
1 star01/19/2022
Zero stars...Do not waste your time with this business. They couldn't execute a simple port from a well known e-fax company, then cancelled our account and hung up on us when we called to report the utterly horrible customer service we received. The company seems to be run by one person and an owner. Do not waste your time or money with this company.FAXAGE Response
01/20/2022
We are sorry that you were unwilling to contact your current provider when they rejected our request to port your number for you. Had you been willing to do what you needed to do, this may have had a different outcome for you.Further, your rudeness with our representative and name-calling when you contacted us were, unfortunately, not conducive to a productive business relationship. It is understood that there are companies out there that will take abuse from customers and allow their representatives to be abused. We are not one of those companies.We have provided a full refund, and we wish you the best of luck and hope that you will find services suitable to your needs elsewhere.Customer Response
01/20/2022
We not only contacted our current service provider, but we provided you with their exact response, on several occasions via email. They noted a need for a business name, which we corrected in the 2nd Port Authorization we provided to your company. The original service provider also had an issue with an address, which we noted was not included in your Port Authorization document. For some reason, you refused to acknowledge the feedback we provided to you from the current service provider. We grew frustrated with you reluctance to acknowledge the feedback from the current service provider and your reluctance to attempt to push the Port through a second time. When we called to address this and your unilateral closing of our account because we stated if you couldn't execute the port, we would take our business elsewhere, you hung up and said we weren't customers any longer. We have dealt with hundreds of vendors, and the treatment we received with your company was so poor, we took the time to provide this information here. We are glad to have found another service provider and hope you take the time to address your current and future customers needs more carefully.
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