ComplaintsforTeleCloud

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Telecloud a year ago for our phones. We received 14 phones. We were told by the sales person that it was going to be one price but we were billed for another. Last month we asked what our payoff would be for the phones and were told 17K. The original loan was 20K, which we had to use their bank and the money was given to them upfront. The phones we have are selling for about $300 elsewhere. They are overcharging for their phones. $1000 per phone, I think not. We asked what was done with the 20K but they would not tell us. Other medical offices use this company and they do not pay this much and they have more phones than our office. Our IT works with the other practices. Stay away from this company. We believe they pulled this because of the age I am. A contract was signed by myself, that is correct. However, they are overcharging for the phones.

  Business response

  08/01/2024

  We understand that ***** is dissatisfied with the terms of her contract, and we want to clarify the situation to avoid any misunderstandings.
  Robins contract includes software licensing, phone numbers, and servicesimilar to how a customer might pay for cellular service and lease a phone from a provider like AT&T. This structure was thoroughly explained to *****, but it appears there may still be some confusion.
  Our company has always prioritized customer satisfaction. When a customer is unhappy, we make every effort to resolve their concerns. In *****'s case, we provided significant value by covering licensing costs, onboarding her team, installing the system, and designing a business phone solution tailored to her needs. The phones she received were included at no extra charge with the software and seat licensing.
  It's important to note that the phones themselves are only functional with the services we provide. Without our services, they are essentially non-functional.
  Robins business is downsizing, and it seems she is seeking to exit the contract prematurely. While we sympathize with her situation, we have already invested considerable resources in fulfilling our obligations under the agreement.
  We remain open to discussing a fair resolution and hope to find a solution that respects both parties' commitments.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We signed up with Telecloud in December 2020. From day one, the call quality was terrible. We couldn't hear our patients. They couldn't hear us. There were dropped calls throughout the day. After a few months of unsuccessfully trying to get this resolved, we requested a copy of our contract. We were told we had no service contract, just a lease with Balboa Capital for phones, very expensive phones, which came with "implied service". We also found out at this time that our lease was not for the agreed upon term. It was a year longer. We requested immediately that this be changed and provided emails that showed we agreed to a shorter term than they said. Their response was that the sales agent that helped us was no longer with the company, they could not find any emails they felt proved our case, and we had to pay for the term we signed. Feeling stuck in a phone lease that extended longer than our building lease, we continued to troubleshoot the poor call quality. We spent thousands of dollars troubleshooting. During this time, we repeatedly requested to terminate the contract early due to the fact the service never worked well. They repeatedly denied this request, always saying if we tried just one more thing, then we could discuss terminating the contract. We spoke with our lawyer about our options. Since this would not be financially advantageous (more in lawyer costs than remaining contract costs), he recommended we file a complaint with the FCC. After more than a year of troubleshooting anything and everything with no improved call quality, we changed our phone service. We can finally hear our patients again, and they can hear us. Of course Telecloud did not live up to their promise and let us out of the contract. In the end, they said it must be a problem with our internal network, although they had no proof of this, and our network works seamlessly. So now we are stuck paying 2 phone companies. They are extremely unethical, and the call quality is very poor.

  Business response

  03/21/2022

  Consumer Response /* (2000, 5, 2022/03/09) */ Hi ******, I called the office, but they said you are out today. I wanted to let you know the owner of Telecloud reached out to us this morning, and we have reached a resolution. We sent an email requesting to withdraw the complaint. Thank you so much for your assistance in this matter! 3/14/2022 ******* ****** is the doctor who owns our clinic. He's the one who actually filed the complaint with you guys. He gave y'all this email address so that I could correspond with y'all if he didn't have time. The owner of Telecloud actually did what he promised, so thankfully this is over. We appreciate BBB's help in this matter! Unfortunately, he would never have done the right thing if not pressured. Thank You, ***** ***** VP Operations ****************** *********************** **********, TX ***** Phone: ************ Fax: ************ Thank you, ***** ***** ****************** *********************** **********, TX ***** Phone: ************ Fax: ************

*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. ↩