ComplaintsforOpus Virtual Offices, LLC

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a virtual office through Opus Virtual Office for two years. I have always paid my lease for a year. My first problem with Opus was April 2023, I received notification that my debit card was declined. However, I knew my lease was ready for payment yet. I contacted Opus. And was told that I received the notification in error that my lease was not due until June 13, 2023. However, I was no longer going to be able to pay invoice early. I had to wait until the invoice was due. So, I contacted Opus on June 13, 2023 and informed them that I was going to be late making my payment. The nice lady that I spoke with told me that I had a grace ******* If the invoice was not paid by June 24, 2023 that my service would be temporarily suspended. I told her that I understand. She went on and explained that if I did not pay the invoice by June 29, 2023 that services would be permanently disconnected. I asked her what would be late fee be to get the service reconnected if it was permanently disconnected. She informed me that it would be a ***** fee. I told her that I understood that would work to resolve this matter. On June 29, 2023, I received four emails from Opus demanding payment. The emails went on to state no one had spoken to me which I knew was not true. And if I do not resolve this matter immediately that my account would turned over to a collection agency.

  

  Business response

  07/05/2023

  I spoke with customer and she was pleased to hear from Opus Support to discuss her concerns and reasons for this complaint.

  The customer reported receiving multiple emails about her account.  We are investigating why the customer would receive multiple emails in one day for non-payment.

  We intend to remedy this and let our customer know that we welcome her back anytime.

  Customer response

  07/06/2023

   
  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

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company doesn't care about customers and continues with threatening emails (not sure if is automated as I receive them more frequently now) They are forcing me to cancel my account through their website where I have to check a button that I agree on paying one month extra. I won't do it as I do not agree on paying that month extra for a service I won't use.At the beginning I was charged for a service that I didn't have. My account was not full setup yet and I did not have mailing address service. However they fully charged me for 2 months before my account was finally setup Being said that I am not claiming the first 2 months they collected the money from my credit card, I just want to get rid of OPUS Virtual office and DO the cancellation by themselves being effective the last month that they collected the money from my credit card. After that I don't owe you anything, I called and explained reasons for cancelation but they do not want to hear you, they just want your money and everything is automated for them. So I am continuing receiving threatening email and phone calls (Everyday)

  

  Business response

  06/13/2023

  Opus Virtual Offices takes great pride in offering our customers top customer service.  As most companies require a 6 month or 12 month commitment, opus offers a 30 day notice requiring one last payment to be made, therefore giving the client the ability to leave at any time after 30 days with proper notice.  As with most business services we prepay our services to afford the most competitive pricing for the customer.  Clients last payment was made in April, 2023. The final payment if client requested cancellation would have been May, 2023.  Client did not communicate a cancellation and there fore the May payment was now due.  Clients account is currently closed for non-payment.

  Customer response

  06/13/2023

   
  Complaint: 20131721
  
  I am rejecting this response because I tried to negotiate with them before I file any complaint. The said they couldn't close my account and I must do it online, but now they did and also told me by phone I would be reported to the credit business bureau:
  

  They were charging my credit card for 4 months without completing the service activation (see image file containing conversation). I realized they were charging me after months I began to use the mailing service (which is the main service I hire them for) Since they wouldn't reimburse me that money i requested voiding the extra month payment for closing the account but they did not want to negotiate anything. 

  I can pay them the extra month (the non payment amount they claim) if they refund me the 4 months they charged me for a service I didn't enjoy 

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

  

  Business response

  06/16/2023

  1. Customer signed up on Saturday, October 22, 2023, at 7:22 pm.  
  2. Phones were activated on Monday, October 24, 2023.
  3. Customer was sent Welcome Email with full address disclosure on Monday, October 24, 2023, which read as follows: -  Please follow these instructions to log into the customer portal for additional information needed to activate your mailing address.
  5. Opus prepays our services for each client to continue to give them a very affordable virtual office for their business.
  6. Customer was notified again by support to please upload forms
  7. Customer uploaded forms on March 2, 2023, and we sent the IDs to the location to afford the customer to activate mail services for scanning or forwarding if desired.
  8. At all times client's account was active to receive phone calls and to receive mail. Opus stands that we made proper communication and awareness to customer to service his active account. We are sorry that he does not feel he should pay for previous service. As stated on previous answer, client is no longer active with Opus due to non-payment. It was only one payment to fulfill his contract which was not made.

  Customer response

  06/20/2023

   
  Complaint: 20131721
  
  I am rejecting this response because:

   

  They accept they did not have my service complete, you can see on previous attached image that my service was not complete, they admitted by phone as well that I couldn't enjoy full service till my documents were uploaded. However they were charging me full price form day one

  I demand they give me a credit for all those months they charge me unfaithfully

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

  

  Business response

  06/23/2023

  I actually spoke with our customer and came to an agreement that he would receive a letter from Opus Virtual Offices advising him that his account closed in good standing and the final payment was waived having no payments left on account.

  The letter will also confirm that ************************** account will not be sent to collections based on the account being in good standing.  We would like the customer to confirm.  Thank you.

  Customer response

  06/23/2023

   
  Better Business Bureau:
  
  I have received an email from *******************************, Directir of Operations at OPUS Virtual Offices. I wish they could have transferred me to her way before to solve this problem without filing a complaint.

  Complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This location on several different times has received mail for me and I have not received it in time and it has caused me to even miss deadlines. I recently received a package that was confirmed to be received yesterday morning. I paid for overnight delivery so that I could get it yesterday and I still have not received the package when I called to speak to the woman she was telling me she was busy eating lunch, which I think is pretty unprofessional, given the fact that something was signed for 9:45 AM the day before and it was an overnight package. She doesnt even know if she received it or not. I have not gotten any notifications about receiving mail, but I use this address for most of my business cards and correspondence, so Im not sure exactly why Im not receiving my mail notifications but I feel like this service is not worth the money Im paying at all.

  

  Business response

  05/31/2023

  Opus Virtual Offices strives to provide the best customer service to our clientele at all times.
  We have spoken to our client and assured her we have corrected the issues that she experienced at hand.
  We thank her as well for her patience and understanding on this matter.
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired Opus to receive my company mail and forward it to my home address. I was paying $99.00 dollars per month and i wasn't getting the mail on my home so I imagined i haven't received anything.Months later i found out that my company was terminated due to the fact that my annual report wasn't filled out and sent back to Secretary of state. As a busy person with multiple companies i didn't have time to look if they were doing their job. Long story short the forwarding wasn't happening and i had to incur huge expenses to reinstate my company. Tried to get a refund for it or at least not being charged for the 30 days notice to cancel the services and they had refused.Terrible company and employees are rude when you call.

  

  Business response

  05/04/2023

  Dear ******,

  We have sent verification of the returned mail.  The mail was returned by the post office as undeliverable.  Opus did reach out to customer to verify the forwarding address of which we had no reply a few times.

  We still have the mail and can forward to the customer again.  If cancellation is still requested we can close the account immediately as opposed to the 30 day notice.  We are going to reach out to customer via phone also.

   

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OPUS VO has provided office services for myself and my wife's business. I provided a card for my wife to use and provided payments for May 3, June 26, July 26, and August 26. She cancelled her services in September, they disputed her cancellation, she then cancelled again in October. She has spoken to multiple representatives to force cancellation. They charged my card on October 9 after this cancellation. I called and explained that August 26 was the last payment I authorized. The representative confirmed that the **** charged was my ****. I then reiterated that any charges past July 26 are not authorized by me (mistakenly stated July after reviewing bank records actual date is August 26). The representative also stated that they would charge my card through to December. The representative suggested I remove my card from the account ( account that does not belong to me and that services has been cancelled). I suggested she bill the business if there are some unsettled fees. The representative became rude and really forward about the fact that they would continue to charge my card despite the fact that I was verbally disputing the charges as the confirmed cardholder, and not the business owner that they provided services for. This company has trap door tactics when it comes to terminating services. They will confirm your identity and discuss your account via phone, but will not cancel services via phone, even after confirming your identity. The cancellation process is difficult to navigate via website. I am a Armed Forces Veteran currently using their services for my small business. I will follow their process to cancel any and all services provided by OPUS VO.

  

  Business response

  10/20/2022

  **************** spoke to the billing department and said he let his wife borrow his card until July.
  We informed **************** to advise his wife to do a credit card update he refused; however, he did submit a credit card update for his company in September. ****************, at no given point, mentioned a cancellation; he argued that all charges would be disputed for his wife's account. This is an overall communication issue between husband and wife.

  Customer response

  10/21/2022

   
  Complaint: 18195296
  
  I am rejecting this response because:

  The statement is not true. This is not a dispute between husband and wife.My dispute is because of an charges after The August payment are not authorized by me. The agreement that they have with business, is between Opus and that business. I dont have an agreement with Opus for those charges.

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

  

  Business response

  10/24/2022

  We will reach out to customer for further clarification. Customer may also phone me direct at ************. *******************************, Dir of Operations

• Initial Complaint

  10/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The day I officially started using the service was January 21, 2022. I made several payments monthly until I cancelled before my June payment was due. However, after cancellation I sent a follow up email saying I cancelled the service the email was dated June 30th. However, even after cancellation my card was attempted to continue to be charged. Now, I received a email saying I owe a balance from a debt collection agency. When the agreed months in the contract is for 3 months. I havent received any prior communication outside trying to collect more money which I cancelled the service by then. I spoke to a rep saying there isnt anything they can do I left a voicemail as well about my cancellation and also just recently you speak to a supervisor. I am very unsatisfied and its seems as if though you cant cancel or they will make an attempt to attach an owed balanced.

  

  Business response

  10/11/2022

  Here are the details of the account;.

  The customer requested to cancel the account on 6/2/2022. Notice states that this was a 30-day notice based on the end of the contract; therefore cancellation date was 7/20/2022. Accounts Payable sent an email informing the customer that we were sorry to see them go and the account would close on 7/20/2022. The final payment on this account was on 6/15/2022 and was not received. On 6/16/2022 and 6/17/2022, we notified the customer by phone and email that the payment was declined. We notified the customer again on 6/20, 6/21, 6/22, 6/23, and 6/24 that payment was declining. The account was temporarily disconnected. Accounts payable notified the customer on 6/29/2022. The customer was sent an email on 6/29/2022 that the account was now permanently disconnected. With no contact from the customer, accounts payable sent the account to collections on 8/29/2022. The attempts made on the account for payment were all for the required June payment.
  Thank you.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I switched from brick and mortar business to virtual in April 2022. I have always had a physical address so I needed to ensure I had a business mailing address that was not a P.O.Box. I chose Opus Virtual Offices to handle my mail. Although I already have a phone number and an answering service (I've had this since I opened in 2016) I decided to purchase that package just in case I needed those services down the road. I just wanted to cover all of my basis to ease my mind since I had never been without a physical address. I uploaded the required documents and was notified by Opus Virtual Offices that all documents had been received in order to begin services. Opus Virtual Offices withdrew $199 from my account on 4/20/22 and has continued to withdraw $99 from my bank account each month from April 2022-September 2022 for a total of $694. My Drivers license expired in April of 2022. I attempted to upload a copy on more than one occasion but the system did not accept the size or format of the copy. I went to check my mailbox during the first week of September as someone asked if I'd received the checks they'd mailed. I was told that my name or my business was not listed anywhere in their database. I displayed the payment deducted just 2 days prior to prove I had an account. After calling Opus I was told it's because they didn't have a valid ID. I asked why I was still being charged if requirements weren't met. Requirements were met for them to take money but not for me to receive mail or even fax documents. If my ID was never valid why did they began taking money from my account? If my ID was valid initially but expired shortly after opening the account why I am not in the system at all for a mailbox at the address assigned to my company? I don't check mail often as most of my mail comes via email, however due to them assigning the address to me via email this address is on all of my accounts and my website. I've lost 6 months of mail and they've gained $700

  

  Business response

  09/27/2022

  Hello,
  1. All customers are notified that completed mail forms and **'s are required prior to activating mailing address.

  2. Customer signed up on April 17th, 2022.  The first payment is automatically charged before the account is processed.  This account was processed on 4/18/2022 and a Welcome Email was sent again referring to the obligation of the mail forms prior to using the mailing address.  "PLEASE NOTE: as per the ************* Postal Service's regulations we will not be able to receive mail on your behalf or on behalf of your company until all requested documentation are received and reviewed for submission. Please follow these instructions to log into the customer portal for additional information needed to activate your mailing address.

  3. On May 12th, 2022 customer was notified via email that the license was expired.

  4. On May 26th customer was again notified that mail documents were incomplete

  5. On September 19, 2022 customer was notified again about the forms.

  6. We do not have correspondence from customer about having issues uploading their **.  When a customer notifies of us such we have them send the ** to the Opus rep and we edit and upload.

  7.  If faxes were ever sent to the customer the account is an eFax and faxes would go to their email. It has nothing to do with mail.

  8. Since the mail activation was not complete an individual mailbox number was not ordered for the customer. Without completion the customer should not have been using the address.

  9. Customer signed up for a full ********************** Office for $99.00 per month.  Services were rendered on this account since sign up.  A full virtual office includes a phone number, fax number, live reception answering, call forwarding and a mailing address. 

  10. At this time as a courtesy Opus would refund the cost of their mailbox along with the inception fee that was paid.  This amounts to $250.00. 

   

   

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OPUS VIrtual Office employees are very unprofessional. They speak rudely and no resolutions to any situations, like they know you must pay them! Non of the features work properly. Creditsafe doesnt report your account, they are no longer affiliated per Creditsafe, but thats a main factor of why I chose them, so they are out of contract with my company. I never received notification and from the conversation today, theyve known this yet continue to market the reporting feature. I let lady know she was rude and unprofessional and she responded with Cancel then its not and easy process to change business address locations and expensive. There needs to be accountability for company compliance. False advertisement. They answer the phone like they rolled over and the phone numbers that you purchase does not work properly, they are VOIP Numbers. ***This is my initial email***Good afternoon Im reaching out in regards to my account with you @ ************************************************************************************************. Ive contacted support several times this month, most recently on the 19th and left a Voicemail after the rep cold transferred me and previously on the phone 7th, 9th, 13th and the 16th of September and no resolution or direct response Appropriate to my services.1) My account isnt reporting and Creditsafe is saying your no longer a client so, Id have to pay for a service thats included with my services with OPUS. 2) The receptionist answers the phone for my company very dry and non engaging.3)The call out feature lags 4)the phone number is a VOIP and when I first started the service I asked all these questions and was told it would work with SMS phone calls. Most times when I is the number on applications or networks, it will not accept the number. 5) the delay is mail correspondence.These thing are major and my business is being effected. Id greatly appreciate it if someone would get back to me with a beneficial resolution to these situations.Thank you

  

  Business response

  09/22/2022

  Spoke with our Client,  We will work together to iron out all points. We are in the process of communicating with the mailing location to address ****************** concerns with her mail and will discuss putting in place and more reasonable effort on mail communication.  We are investigating the questions about Credit Safe and the platform for her phone numbers. All concerns voiced by our customers are taken seriously.  We pride ourselves in answering in a professional fashion for all Clients and will insure ****************** company receives same.

  Customer response

  09/27/2022

   
  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,
  
  Rae'onna Storm

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My problem was today Thursday, April 7, 2022. I have a virtual office lease and I called this morning and asked if I could be transferred to the mail room which is the office located at **** ******** Center Parkway Ste ***, Memphis, TN 38120. I was told I had to transferred to customer support. I told the lady I had never had to transferred to customer support before. I am transferred to customer support and I am told that they would have to give me the phone number to Ridgeway Business Center. When I tell the lady I have not had to do this before, I am told that I am having to do this now. When I tell the lady that I may need to review my lease before it expires and I was going to file a complaint with the Better Business Bureau. The lady tells me to do whatever I need to do.

  

  Business response

  04/12/2022

  We are in the process of reaching out to our customer to discuss the complaint.

  Customer response

  04/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16995353, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

  

  Business response

  10/09/2023

  We have reviewed all correspondence received from this customer and we never received a request to cancel.  The only correspondence we have from the customer in June 2023 is a request to make updates on her account.

  If customer has notices that she wished to cancel, please attach a copy so that we can review.

  Customer response

  10/10/2023

   
  Complaint: 16995353
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  

  Business response

  10/10/2023

  I am not sure what the customer is rejecting. I would be most happy to speak with customer.  My direct number is ************ - *******************************, Dir of Operations.

  As stated, if the customer has a copy of the request to cancel, please forward to ******************.

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have spoken with **** ***** at Opus Virtual Office. We have resolved this matter. I am awaiting a formal letter from **** ***** which closes my file. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We cancelled our contract in October last year and received a confirmation via email. Nevertheless, the company has debited us. They charge credit cards also when the contracts are cancelled.

  

  Business response

  04/05/2022

  We tried multiple attempts to reach this client by phone and email with no reply. This was a rare instance where a mistake was made (human error) and he was incorrectly charged. Client has been refunded in full and we reached out to explain to him what happened.

  Customer response

  04/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16967240, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

*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. ↩