Complaints

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

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  NetFortris

  5340 Legacy Dr Suite 155 Plano, TX 75024

• 

  NetFortris

  200 Corporate Pointe Suite 300 Culver City, CA 90230

• 

  NetFortris

  6900 Dallas Pkwy STE 250 Plano, TX 75024-7144

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:01/16/2025

  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.

  The original purchase of Fonality PBX equipment was 12/09/2016 for $4,149.75 in accordance with the attached quote. Fonality, Sangoma and NetFortris are all one company. We continued support payments of ~$216.00/month as optional support payments at our discretion until 12/2023. We made the last support payment in 12/2023. From 2016 to 2023, we occasionally replaced their hardware components at our cost. There was no warranty coverage. My PBX crashed again in April 2024 and ******* Support could not find a way to fix it. The system is old, and they could no longer replace or fix it. I have the support chain in html format which cannot upload with this complaint. They suggested other products that that they sell, but none of them would work in our circumstances which they agreed would not work. In April of 2024, I retired their hardware and purchased and installed a PBX from another company which is now working fine. I have not had any contact with ******* since then, until being invoiced for another year of support in Dec. of 2024 for equipment they cannot support.Sangoma states that our Agreement to purchase support was for a 10-year period and that we could not refuse support. That was never written or agreed-to by me. I requested signed documentation that specifically said we agreed to such nonsense, and they have furnished none. Such a claim is absurd. If you examine the email chain, they also claim that if we refuse to pay for an additional year of support, there are additional liquidated damages of $2,376.00, which is also absurd. Such tactics are indicative of a company attempting to bully a small company and should be made widely public.The remedy I seek is for ******* to acknowledge in writing that our contract is now null and void with no amount due to Sangoma. Sangoma shall halt all invoicing immediately related to this incident.

  Business Response

  Date: 01/17/2025

  Thank you for being a loyal ******* customer for almost a decade. Sangoma understands that it takes a lot to sit down and write a complaint. We apologize for the frustration. The charge generated on the account was caused by an employee error. There was certainly no malicious intent.  
  

  While there is a small amount due on the account, for the purpose of goodwill, and as a form of apology for the frustration that you have experienced, Sangoma is waiving all charges. Accordingly, Sangoma acknowledges that the underlying service contract has been terminated. There is no amount due to Sangoma, and any invoice may be disregarded. 

  Customer Answer

  Date: 01/17/2025

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 01/29/2025

  Since I accepted the resolution as documented, I have been regularly getting more invoices and demands to make payments.  Perhaps there is a disconnect between the management teams at NetFortris.  Regardless, NetFortris must immediately stop all harassment with these communications.

  Business Response

  Date: 02/03/2025

  Due to the unique nature of the resolution, it is a manual process to implement the solution. The invoicing will stop. You may disregard the current invoice. Thank you for following up on this issue. 

  Customer Answer

  Date: 02/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/20/2024

  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.

  So we have an account with ********************** (Server ID *****). In August 2022 we reduced our users and removed 23 licenses with **********************. We had the payments on auto pay and we just now realized that Fonality is charging us roughly $2,200/month for 5 users, which is what we left active. I have been trying to contact fonality's legal team, however, every single customer service representative refuses to transfer me to someone else. I was told that I did reduce the users, however, I didn't cancel the record all. My issues is that why would the record feature be one when I cancelled those phone extensions? and 2, they told me that I should've have cancelled the record all as well, however, there is no where in the *** form, any part or option for you to cancel the record all. I'm waiting to hear back from someone as we are getting ready to start legal actions against Fonality/Netfortris.

  Business Response

  Date: 04/08/2024

  Fonality has completed a review of the subject dispute. The services at issue are ordered and invoiced individually. Therefore, Fonality does not make assumptions when certain services elements are reduced by a customer. As a business-to-business provider, Fonality knows that business customers often keep inactive phone numbers, calling plans, vanity numbers, SIP services, phones, or other elements of voice service that are provided as part of an a-******** offering.

  Fonality also provides customers with a contractual right to dispute any invoice for a period of thirty days from its date of issuance. In addition to allowing a dispute period, Fonality will correct any errors it has made and issue an account credit as appropriate. However, here there was no error on the part of Fonality.

  Although Fonality did not make any errors and no notice of termination was provided for the service at issue, for the sole purpose of goodwill,Fonality is willing to provide a free month of service to the customer. The customer may contact ********************** at ***************************** We will be happy to discuss the account and all of its current features in full detail in order to formulate a solution that meets this customers current business needs. ********************** will also discuss the application of an account credit and answer any other questions.

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:  Nowhere in the contract does it state that we (the customer) have to cancel the record all feature with a different vendor or process; all of the invoices for Fonality includes that charge hence it should've been cancelled once we cancelled the extensions.  Why would we keep 23 licenses to record phone conversation when we didn't have the extensions/lines available?   This doesn't make sense at all!

  Also, whenever you want to reduce your extensions, the first thing Fonality reps will tell you is to complete an online RMA form and that's it.  Again, nowhere in this form does it give you an option to also remove the record all features.  

  I spoke with a VP of the company (now Sangoma), and she agreed with everything that I stated.  She even told me that they have come across issues with the mergers of Fonality with Netfortis and then with Sangoma.  She even stated that they had issues with their leadership teams and that some accounts weren't handled they way they should've been handled.  She also told me that she would call me yesterday 4/8/24, as they have meetings with their leadership team, as she was going to bring this case up to them.  As of right now, I have not received the call back yet.  

  It is crazy how this company is handling this case.  I've been calling them non-stop for over a month now and I still have no resolution.  Also, I've been trying to cancel my account all together since last week, and Fonality is dragging their feet to complete the process and send us a call tag to return the last 5 phones that we have with them.  Adding to this, the outages and other issues we've had in the past, have make our experience with Fonality a nightmare.  

  Stay away from them, I will be cancelling some other accounts I have with them and I will ensure that I will continue to come after them until they refund me the $37,000 that they overbilled me since August 2022.

  Business Response

  Date: 04/09/2024

  It is regrettable that the customer had a bad experience. In light of the complaint, Fonality has reviewed its procedures. Fonality finds that terminating any element of a customer service without the express instruction from that customer could lead to unwanted service suspension. Fonality will continue to only cancel the service as specifically directed by the customer.

  ********************** will continue to work the customer in transitioning to an alternate provider. All telecommunication customers should be sure to port out any numbers prior to account cancelation.

  Fonality is unaware how this customer calculates damages of $30,000 and two weeks later demands $37,000. Regardless, Fonality has confirmed the validity of current charges. Therefore, no refund is warranted.  

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   Ok, I agree, sorry the amount is not exact as previously stated.  Can you please reply to this message as to how much we were billed since August 2022 for the record all licenses for the 23 extensions/lines cancelled since then?  Once you send the exact amount, then it will be confirmed the exact amount that we want refunded.

  Business Response

  Date: 05/22/2024

  Fonality does not disclose customer proprietary network information (CPNI) on a public forum. This includes, without limitation, the cost,type, and location of telecommunication services.  Please contact Fonality support at ************** for additional assistance. 

• Initial Complaint

  Date:10/13/2022

  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.

  Netfortis costing me so much money right now it's ridiculous. They shut off our internet and phone without notice stating none of our equipment is now supported. As in, we now have to get all new equipment from them. They were supposed to send a temporary hotspot until they could arrange to get us the equipment, however, they neglected to do so, cited our account manager is out of the office for a week. We're now at two weeks with no phone or internet for our business.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/10/25) */ Complainant: ************ Better Business Bureau (BBB) Case #: ******** Response to Complaint NetFortris did not shut off the internet connectivity to ****** *****. The underlying carrier was replacing T1 services. NetFortris attempted to provide an alternate internet service, prior to the termination of the original internet service. However, despite a successful prequalification, the underlying carrier determined that the service was not technically feasible. In response, NetFortris ordered a third internet service for ****** ***** and promised to overnight a wireless kit in order to avoid service disruption. The wireless kit was inadvertently not shipped until the following week, causing the customer to be without service during this time. NetFortris understands the concern of the customer and the frustration caused by internet downtime. NetFortris corrected the error and has supplied wireless connectivity to the customer via next day air delivery. In addition to the service level credit for internet downtime, NetFortris has provided the customer with a free month of wireless internet service for the purpose of goodwill. NetFortris is hopeful that this issue is now resolved to the satisfaction of its valuable customer. Consumer Response /* (3000, 7, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is incorrect. There was an nearly an entire week of service disruption before anyone at NETFortris was able to articulate the problem and promise to send alternative internet. It was at this point that NetFortris inadvertently failed to send alternative internet for an additional week. The days of attempted communication prior to even the promise of internet, reveal that they were not prepared as they say they were. If they were, why was it that we had to reach out to them to find the problem and wait 4-5 days before alternative internet was even promised to be sent? Business Response /* (4000, 10, 2022/10/27) */ Complainant: ***** ***** - ****** ***** Better Business Bureau (BBB) Case #: ******** Rebuttal to Complaint As NetFortris stated, the wireless kit was inadvertently not shipped until the following week, causing the customer to be without service during this time. NetFortris agrees that this was an unacceptable delay. The customer is contractually entitled to service level credits. In addition, although it is not contractually required to do so, NetFortris provided the customer with additional credit to cover one month of the wireless internet connectivity.