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:03/06/2025

  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.

  Our nonprofit organization has been a long-term customer of **********************/Sangoma. We are filing a complaint due to unfair contract renewal practices, refusal to negotiate a fair termination agreement, and excessive cancellation fees.Key Issues:Failure to Provide Renewal Notice: Star2Star/******* did not send any contract renewal notice before automatically extending our contract through April 2026.Excessive Termination Fees: They are demanding full payment for 13 months plus an early termination fee, despite our organizations financial hardship.Refusal to Negotiate: Their customer service and legal teams refuse to discuss any settlement until after issuing a final invoice, which will be unreasonably high.Unfair Business Practices: This type of aggressive renewal and penalty enforcement is unfair to small businesses and nonprofits.We have attempted to resolve this directly with Star2Star/Sangoma, but they refuse to engage in meaningful discussion.Requested Resolution:- A significantly reduced termination fee to allow for fair contract closure.- A policy review of their auto-renewal notice practices.We are filing this complaint in good faith to seek a fair resolution and hope that Star2Star (now Star2Star/Sangoma will reconsider its position.

  Business Response

  Date: 03/14/2025

  ******* is always willing to work with its non-profit customers. It is true that ******* enters business-to- business contracts for its services. The contract is a subscription model. The longer the customer can to commit to a specified quantity of service, the lower Sangoma is able to price the service. However, it is difficult to negotiate contractual damages based on early termination of service before the service has been terminated. That is why the hardworking front-line billing folks at ******* were unable to propose a solution in the timeframe that was being demanded. Contrary to the assertion, ******* has made no demands for payment but only answered the customer's questions. ******* has contacted the customer via email and is hopeful that a mutually agreeable resolution will be achieved in the very near future.  
  
  
  
  
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23029516
  To whom it may concern:

  I am rejecting this response because:
  - While I appreciate that they acknowledge the need for a resolution, I find their response misleading and unsatisfactory for the following reasons:
  Sangoma has already stated that we will be charged $5,600 in early termination fees. Their claim that they have "made no demands for payment" is falsethey have explicitly outlined the amount we owe and the terms under which it must be paid.
  - Sangoma is refusing to negotiate until after the regulatory complaints are closed. This is a delay tactic designed to prevent meaningful resolution. Our position has been clear:
  We are willing to negotiate in good faith.
  - We seek a reasonable settlement that accounts for our financial hardship as a nonprofit.
  

  However, ******* has continually refused to engage before final invoicing.
  

  Sangomas auto-renewal process lacks transparency. While they claim that renewal notice laws do not apply to business contracts, this does not change the fact that they failed to provide any notification before locking us into a multi-year renewal.
  

  We remain willing to negotiate a fair resolution. However, we request that BBB remain involved in this case until Sangoma actually engages in meaningful settlement discussions, not just vague promises to negotiate later.
  

  Please let us know how to proceed.
  

  Best regards,
  

  ***** ****

  Perry ************************* Center

  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/18/2025

  ******* has not demanded payment. The amount referenced was in response to the customers inquiry into the terms of the contract that the customer executed. In fact, there is no final invoice on which to demand payment.

  The customer has not provided any legal basis for termination of a valid contract. However, as ******* has stated, it is willing to assist a non-profit organization for the purpose of goodwill. A final invoice is not a barrier to that assistance. However, threats and misguided complaints with various agencies by the very customer that is seeking equitable relief must be addressed before Sangoma waives its legally enforceable rights.

  ******* understands that this customer is a nonprofit that is having financial difficulties. It also understands that the customer does not want to honor the terms of the contract that it agreed to in order to receive discounted pricing for service. Sangoma is willing to work with the customer on both of those issues as it relates to **************** Nobody wants to harm the viability of a nonprofit service. 

• Initial Complaint

  Date:06/22/2023

  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.

  Illegal charges for "pooling/bursting voice line", "promotional collaboration user", early contract termination despite being on notice and no actual contract with STAR2STAR COMMUNICATIONS, LLC a/k/a Sangoma and illegal charges for no services in April 2023 and May 2023.

  Business Response

  Date: 07/07/2023

  All of the statements by this customer are false. In fact, this is simply a law firm that doesn't want to pay its final invoice for phone services. They are likely aware that it doesn't make financial sense for a company to argue in court about the final phone bill for a law firm. Frankly, it would also be a waste of the limited capacity of the court. Therefore, Star2Star will write off any final balance that is owed to Star2Star by *************************** business. 

  While Star2Star is prevented by law from disclosing customer proprietary network information, including what services they use, as well as the amount and type of usage,  Sangoma holds a service contract that is signed by ***********************. This contract provides for every charge contained in the invoice that has been posted here by *************************** business.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20220370
  
  We are rejecting this response in part because: There is no service contract signed via the undersigned where Star2Star purchased ************ Systems which was the original provider and had a month to month verbal service arrangement.  Star2Star accepted the original ************s agreement and then Sangoma bought out Star2Star and obviously can not find a "contract" because none exists.

  We do of course graciously accept no charge, but are are wary of any possible third party collection activity since the response eluded to "false" characterizations. We appreciate BBB's intervention and *******'s agent's response in the matter of waiving any further charges. We will consider the matter closed absent any further collections from a third party.
  
  Sincerely,
  

  Alyna for

  **************************, Esq.

   

   

  
  

  Business Response

  Date: 07/20/2023

  While Star2Star is willing to waive the fees that were properly charged to this law firm, Star2Star will not continue to allow ***********************, P.C. to continue with libelous statements.

  Star2Star has supplied *********************** P.C. with a copy of the contract that it continues to insist doesnt exist. The statement by **************** that asserts a law firm and sophisticated telecommunications company entered into a business contract based on a verbal service agreement is absurd. Moreover, it is hardly gracious to accept a full account credit and then continue to lie, while also rejecting the Star2Star reply to the Better Business Bureau.

  Star2Star will not issue any further replies on this matter.Should *********************** P.C. continue to issue public statements that constitute either libel or slander, Star2Star will aggressively defend its goodwill.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Like so many others, we signed a 5 year contract with Star2Star 6 years ago. When the contract was coming up last year, I contacted the company multiple times by phone and email to start the cancelling process within the contract cancellation window. Star2Star conveniently did not respond until I was outside of the cancellation window and said that I automatically renewed for another year or we could terminate and pay roughly $7,000 in fees. Here we are again coming up on our cancellation window and it has been over 30 days now since I submitted my cancellation request with the company. I have documented everything over email in case they attempt to do the same thing again. I do not understand how this business is allowed to continue to operate this way without penalty. It needs to be shut down.