Complaints

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

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  Lightspeed Voice

  135 Triple Diamond Blvd North Venice, FL 34275-3632

• 

  Lightspeed Voice

  2564 Commerce Pkwy Unit 1 North Port, FL 34289-9337

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:02/18/2024

  Type:Billing 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.

   
  Complaint: 21305910
  
  I am rejecting this response because:

  As articulated in our initial grievance, Lightspeed Voice has systematically declined to accept any responsibility, consistently attributing faults to external third-party services. This approach, particularly their reluctance to facilitate critical business functionsnamely, client communicationis alarmingly uncooperative.

  Echoing the sentiments of several other complaints registered with the Better Business Bureau, Lightspeed Voice has encountered significant challenges with service reliability and pronounced disruptions. In an effort to mitigate these issues, we engaged diligently and patiently with their team, aiming to expedite a resolution. Despite our proactive engagement and readiness to collaborate, the ongoing service unreliability and severe disruptions compelled us to seek alternatives. Disappointingly, subsequent to the cessation of their services, Lightspeed Voice proceeded to levy charges on our credit card for several months unjustifiably.

  Our organization wishes to formally disassociate from Lightspeed Voice. We have fulfilled all financial obligations for the duration of service provided by them. Our proposed resolution entails Lightspeed Voice terminating our contractual agreement and instructing their collection agency to cease all forms of communication with us, including but not limited to, telephonic harassment and the issuance of collection threats.
  
  Sincerely,
  
  ***************************

  the same issue, and once again found ourselves without texting capabilities. Our concerns were inadequately addressed by their customer service representatives, who dismissed our situation with a dismissive "it is what it is, deal with it" response.While abroad on vacation, we discovered that the promised service was non-functional. Subsequently, Lightspeed Voice attributed the malfunction to the incompatibility of their VPN with **************** a detail we had communicated prior to entering into the agreement.Adding to our challenges, we are now contending with persistent calls and emails from a collection agency, insisting on payment for the entire contractual amount. This regrettable circumstance serves as a disconcerting illustration of a business that consistently over-promises and under-delivers on its commitments.

  Business Response

  Date: 03/12/2024

  Lightspeed Voice commenced provision of VOIP services to your enterprise in April of 2023. Following the transition of your numbers to our platform, an issue arose during the configuration of texting functionality through a third-party provider for the newly migrated numbers. This issue stemmed from the prior provider's failure to deactivate their texting service from the numbers, which can only accommodate one texting service at a time,compounded by a misinterpretation of the situation by the third-party texting provider. Lightspeed Voice diligently addressed the matter by ensuring correct configuration on our end, including the migration of numbers to an underlying carrier compatible with the third-party texting service.
  Upon resolution of the texting issue by the involved third parties, a member of our management team endeavored to communicate with you to discuss the situation. Despite multiple attempts through voicemail and email,contact proved elusive. At that juncture, there were no indications from your enterprise of a decline in call volume or any issues beyond those pertaining to the aforementioned texting matters involving third parties. Subsequently, there was no communication from you for several months.
  In July of 2023, your enterprise requested a transition of their texting platform to a different third-party texting service. We advised them to engage directly with both the new and former texting services to facilitate the transition, as this process lies outside the purview of Lightspeed Voice. Despite our efforts to provide assistance, the transition encountered difficulties due to the failure of the old and new texting services to seamlessly transfer the service. Consequently, Cover Guard sought temporary assistance from Lightspeed Voice. While we made concerted efforts to facilitate the setup, regulatory requirements such as the ****mandated "Campaign Registry" system mandated a vetting process for texting campaigns, which led to delays. Eventually, your numbers were successfully transferred to the new third-party texting platform while our setup was still in progress.
  In November, your enterprise contested your bill and ceased payment for the service. Per our service agreement, the total sum for the service term is payable upfront, with the option for customers in good standing to make monthly payments. Despite our billing team's attempts to communicate with you, there was no response, leading to escalation to collections.
  It is imperative to note that all challenges faced by your enterprise were instigated by third parties. Lightspeed Voice exhaustively endeavored to provide support within our capabilities. However, it is essential to recognize that we are unable to compel third-party vendors to fulfill their obligations effectively.

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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.

  Since I switched to Lightspeed for my business in September of 2022 I have had nothing but issues. Their lines are unreliable causing my customer service ratings to drop. Also my VA was not able to use the system due to technical issues that we never resolved. The last month before I was finally able to port my line all of the lines were down. I was only able to retrieve voicemails. After I ported my main line. Mind you I did not cancel my account they went ahead and charged my account *******. Without my permission. When I asked about that their response was that I still owed ******* more to cancel my contract.

  Business Response

  Date: 07/26/2023

  Dear *******,

  Thank you for taking the time to outline your concerns.  We take all feedback seriously, and use it to improve our service and processes.  We have reviewed your service ticket history and found an ongoing issue with your remote virtual assistant's ability to connect from overseas.  At the time, we had requested for the virtual assistant to contact our support team so that we could troubleshoot and resolve the intermittent connectivity they were experiencing.  As of this date, we have not been able to connect with them.  With overseas workers, there are typically additional steps that are required to maintain stable connectivity.  Our team is well versed in resolving these types of issues.  We did receive messaging from you that the intention to cancel service was because another phone service provider had a better integration with your CRM; however, the notes did not explain exactly how or what the other company did better than Lightspeed.  Because our company was not given access to the remote virtual assistant to troubleshoot the connectivity, and because the apparent desire to cancel service with Lightspeed was predicated on wishing to convert service another company for their integration, we are unable to provide a service credit.  We regret your frustration but hope that this response gives you better insight into our standpoint.  We wish you well and hope that we can reconnect to further assist.  Thank you.

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 heard from the company and they have worked to resolve the issue. I would like to close the complaint. Thank you for all your assistance.
  

• Initial Complaint

  Date:02/06/2023

  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 began a VOIP contract with Lightspeed Voice in December. Since that time, we have not been able to receive calls regularly and when the call does go through, the sound is spotty and the call will often drop. Our clients and associates have emailed us to let us know they are unable to reach us (see email example from one of my underwriters). Lightspeed employees have let us know the only way they can help us is by us asking our clients (who are unable to reach us) to find out when the client called and from what number so Lightspeed can collect enough data. This is unreasonable as we do not know who is calling in unless they email us and let us know. I requested that the head of IT, ***** schedule a time via my calendar so he and I could find a solution on 1/16/23, 1/17/23, and 1/18/23. ***** never did. I called in and spoke with *********************** on 1/19/23. I was told I cannot cancel without paying the remainder of my contract ($1,661.25) even though I am not receiving adequate phone service. I am still paying for the contract in hopes that BBB can help me be refunded in full. Working with Lightspeed has cost my business time and money and we have not received the promised service.

  Business Response

  Date: 02/15/2023

  At Lightspeed Voice, we strive for over-the-top white glove support.Therefore, we do not outsource our support to another country, instead employing all of our support teams in *******. When issues are reported, we need to know the details to help identify the root cause and resolve the issue efficiently. Without these details we are not able to effectively resolve our clients' issues. This is not limited to missed or dropped calls.
  
  The customer is stating that we did not schedule via her calendar on the 16th,17th, and 18th of January. This is correct. On the 16th of January ***** and the customers office had multiple calls trying to understand the issues presented and diagnose them. During this time there was also an additional call with another support member, who explained why we need details in order to identify and resolve the problem. No additional information was provided for issues after 2 calls on the 16th. It was conveyed that we need additional information to investigate the issue.
  
  This customer is requesting a refund. To date, the only payment that has been captured is for equipment and the prepaid monthly service fee from Nov 2022 Feb 2023. This service has been rendered; a refund will not be provided.Upon reviewing the customers tickets, aside from the current ticket requesting to cancel there are no other open tickets.
  
  We are so confident with our product that we provide all customers with a 30 day no strings attached policy, which allows customers to cancel service for any reason. This effectively allows a customer to pay for one month of service to see if the product is a good fit for their company. If the product is not a good fit, they were able to cancel service. During these first 30 days there was no request to cancel due to inadequate phone service.