Complaints

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:01/30/2025

  Type:Sales and Advertising 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.

  My complaint is false advertising. FaxBetter.com advertise themselves in their website's title tag as a company that provides free sending and receiving of faxes. The exact title tag is:FaxBetter :: Free Fax :: ************** Faxes Online for Free That deceptive title tag helps them show up first for the search term "Send and receive fax free" along with other similar search terms. It's in the code of their title page and that text shows up in big bold letters when searching, the text being pulled word for word directly from the title tag of the home page. Upon getting to the site you find out eventually (after giving them your information and creating an account) that when you click "send" it says you must be a premium member to send faxes. This is blatant violation of the Florida Deceptive and Unfair Trade Practices Act (FDUTPA) 501.204(1), prohibiting False advertising, especially when it misleads consumers into providing personal information or signing up for an account under false pretenses.Below are screenshots of the violation:********************************************************************************** ********************************************************************************** Thank you.

  Business Response

  Date: 02/28/2025

  Our free service allows users to receive faxes at no cost, providing a dedicated fax number for incoming documents. While our site states "send and receive faxes for free," this refers specifically to the ability to receive faxes at no chargeoutgoing faxing is a feature available through our Premium upgrade.

  On the other hand, we do offer alternative options for sending faxes including a free option at ************************************************************************************************************.
  

  
  

• Initial Complaint

  Date:08/13/2024

  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.

  I was just charged for renewal on 8-12-2024 I reached out to them multiple times chat was never an option and had to leave a voice mail requesting them to call me back to cancel never got call back and never get any notifications that plan is renewing just changed to my credit card no warning. I want to cancel I don't use it and if I do it might be once a year I can now use my works fax if needed.

  Business Response

  Date: 08/14/2024

  In summary:
  Mr. ***** already receives a discount annual price. 
  It was clearly disclosed to My. ***** that the fee would be automatically charged if he did not cancel in advance and there would be no prorated refunds.
  We have no record of him attempting to contact us prior to the date when his account was renewed. 
  Nonetheless, we extended him a prorated refund for the majority of his annual fee and only charged him the minimum fee for the time he used.

  On 8/12/2016, Mr. ***** agreed to upgrade to FaxBetter Premium for a discounted annual price At that time, he clicked a box next to the following statement:
                       I authorize FaxBetter to charge the bank card entered above [Mr ***** discounted annual price]
                       for 12 month(s) of FaxBetter service.  I understand that I am enrolling
                       in a subscription program and thereby authorize FaxBetter to continue
                       charging this card every 12 month(s) until I cancel.  I understand that I
                       may cancel at any time but I will continue to receive service for the duration of my prepaid period. I accept and agree to the Terms of Service.

  On 8/12/2024, the ***************** charged his account the discounted annual price in accordance with his wishes to ensure continuation of his service. When this happens, ********* works to make the necessary arrangements to ensure that his fax account will be in excellent working order and ready to send and receive faxes for a year of his agreed upon service. It is for this reason that we do not give prorated refunds. 

  On 8/13/2024, Mr. ***** called us requesting to cancel his account and refund the total amount billed of his discounted annual price. Even though we are not required to offer a prorated refund according to the statement above, we were glad to make an exception and offered a refund of the majority of his already discounted annual price.

  We understand that this situation was complex and potentially confusing. We hope this review of the events clears up any misunderstandings.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22132559
  
  I am rejecting this response because:

  I attempted to cancel my subscription last year, as the chat function was unavailable and not working at the time. As evidenced by the attached screenshot, I left a voicemail message to cancel my account. However, I never received a return call. If there is no record of this voicemail, it must have been deleted.

  
  

  Despite my efforts to cancel, I was still charged the full annual subscription fee. I sent two faxes during that year, but I did not receive any faxes, as the free service only allows for sending, not receiving.

  
  

  I believe that if I am being charged for a month of service, it should be at the rate I was previously paying, not the current monthly rate. It was not my fault that your company failed to follow up on my cancellation request, resulting in additional charges.

  
  

  I have been a loyal customer of your company since 2010, and I am disappointed that my long-standing relationship does not seem to be valued. I am not requesting a refund for the previous year, but I believe it is fair to request a refund for the current year, as I attempted to cancel the service the day after my credit card company notified me of the charge.

  
  

  It seems unreasonable for your company to charge me 77% of the annual subscription fee for a single day of service. I hope that we can resolve this matter amicably and that my loyalty to your company will be recogfaces.

  
  

  For your information, my last name is spelled ******.

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

  Business Response

  Date: 08/21/2024

  ****************,
   
  We apologize for any frustration. 
   
  Upon thoroughly reviewing our records, we could not locate a voice message or notification requesting to cancel your account a year ago. Our chat function is operating as expected, and you should be able to reach our support team during business hours. Live FaxBetter support is available via chat from 9:00 AM to 5:00 PM EST, Monday through Friday. Please note that we are closed on weekends.
   
  We can confirm that you have successfully sent faxes. Just to clarify, FaxBetter Free allows users to receive faxes for free, but sending faxes is not included.
   
  The discounted annual plan you purchased is a special offer that requires upfront payment. To accommodate your refund request, we have switched your account to a month-to-month subscription at $9.95 per month. 
   
  Thank you for your understanding.

  Customer Answer

  Date: 08/22/2024

  Complaint: 22132559

  
  

  I am rejecting this response because:

  
  

  Sincerely,

  
  

  I provided pictures of my phone call history, like I said, deleted voicemails, and your chat did not work when I tried to cancel a year ago. If you read your own customer complaints, you will see that they are all the same. You claim that I never reached out to you, but I did, and you deleted it. Last year, the chat and phone calls did not get anyone. Now you have fixed it, but you did not give any warning of the upcoming charge. I have never had you, and my wife was asking why I pay. I explained last year that I would cancel. The only approved form was chat or calling. The chat function was saying, "not working at this time," and as you can see, I called. You can get my call log from my cell phone complaints if you need further proof. Like I stated before, your company must have deleted my request and ignored me. I have paid for many years with little use, and now your company is refusing a full refund for services I did not use in the one day!

  
  

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

• Initial Complaint

  Date:07/24/2024

  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.

  Faxbetter unreasonably requires cancellation of their premium service through phone call and does not cancel through chat or email.

  Business Response

  Date: 07/25/2024

  Hi *******, 
  
  We're sorry for any previous miscommunication. We understand your concern regarding the cancellation process. We would like to clarify that cancellations of our premium service are permitted via chat. If you wish to proceed with the cancellation, please initiate a chat session here with our support team. Live FaxBetter support via chat is available from 9:00am to 5:00pm EST, Monday through Friday. We are closed on Saturday and Sunday. 

• Initial Complaint

  Date:08/18/2023

  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.

  On 8/16/23 I tried to upgrade my fax plan with faxbetter.com, but it would not take my $9.95 multiple times. It was after 8pm EST, so I could not call support to resolve. On Thursday, 8/17/23, I received an email stating my account was disabled for fraud (I have attached the email). I sent in a copy of my debit card as requested in the email. As you will see in the email, it states that my account will be reinstated and I will get one free month of service for the inconvenience if they closed my account in error. I called support and spoke to a guy named **** who claimed to be the manager. I explained the situation and he tells me that I have to upgrade my plan to get the free month, but I told him that is not what the email said. I think that is false and misleading customers and now they have a pic of my debit card and my account was not even reinstated back to the free version. I am not happy with this at all and I feel like the are ripping people off.

  Business Response

  Date: 08/28/2023

  The FaxBetter message was unintentionally unclear. This resulted to a misunderstanding between ********* and the customer. We have updated our message to avoid this misunderstanding in the future and have extended one free month of FaxBetter Premium to the customer in hopes to compensate the customer for the inconvenience.

• Initial Complaint

  Date:04/14/2023

  Type:Order 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.

  Signed up for two year contract for faxing. I did not see the ongoing charges until today, they renewed it without notice, apparently they count on no notice renewals without the customer's approval. My bank information has been changed three times, including a new account number, and two new debit card numbers in the past year. I had fraudulent charges and closed the account entirely. I did not enter the new bank information at all on this account. I am disputing the charges as not authorized. Issues for BBB to raise with this business : There is no way to cancel using email. There is no way to cancel using the website. No way to cancel using text or by talking to anyone.There is no way to cancel on-line and the business is using contact information to set up continuing unauthorized subscriptions. They are located in ******* and apparently have pulled this nonsense on others, judging by their one star rating here! According to their FAQ, they will not provide "partial" refunds so I am stuck paying for a two year contract I didn't sign up for!

  Business Response

  Date: 04/30/2023

  Customers may contact FaxBetter support toll-free at 855-FaxBetter *************) from 8:00 am to 8:00 pm eastern Monday through Friday and 9:00 am to 5:00 pm on Saturday to cancel their account and receive a full refund for the unused portion of their service.

  This customer has already been refunded.