ComplaintsforGroove Technology Solutions

• Initial Complaint

  09/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently (8/5/2021) purchased a condo home at *************** of ************, a United Properties project. Phone connectivity was sourced by United Properties to Groove Technology Solutions. Groove is supposed to facilitate the transfer ("port over") of land line phone numbers for buyers that wanted existing land line phone numbers to stay the same. At closing time we were informed that this phone number transfer was running about a week behind closing dates. I've been checking with the property manager weekly as I do not want a new phone number. According to our on-site property manager, as of today 9/14/2021, almost none of the requested transfers have occurred and communication status of the remaining transfers is non-existent. Supposedly ******************** has sent Groove sternly worded letters but that doesn't seem to be working.

  

  Business response

  09/17/2021

  *********, 

  My name is *****************************. I am the ** of sales here at Groove. I want to start off by apologizing for your experience. I appreciate you bringing this to my attention and we have had a lot of internal communication on fixing the breaks in our process for this. We are currently working with the property and making sure your line as well as any others are going to be ported over in a timely fashion. Again, I apologize for this and want to make it right. We should have everything resolved shortly. 

  Thank you, 

  
  *******

  Customer response

  09/17/2021

   
  Complaint: 15866287
  
  I am rejecting this response because: it provides no specifics into when the work will be completed. At this point (over a month) I and the other resident that are waiting for Groove to port over their phone numbers (transfer) expect it will not get done at all. This is due to the time already lapsed and because phone numbers that are vacated often get reassigned. A timeline with specific dates needs to be laid out and followed.

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

  

  Business response

  09/24/2021

  *********, 

  
  I appreciate and understand your feedback. I went to my team and got an update. Before sharing the update I do want to share the process with you. 

  First we receive the batch of names/numbers/information from ******* at Applewood, after that we then reach out to the old management company to have them sign a LOA allowing us to port the numbers over. Once we get that we submit the information and it completes in 5-7 business days. We are only allowed to submit one batch at a time to port over to the phone company. 

  That being said. We received the first batch from ******* and just got the signed LOA back to yesterday from the old property management company. This has been submitted and the first batch should be done in the next 5 days and then we will submit the next batch and that will complete 5-7 business days from there.   

  One thing to make note of is the residents to make sure their information is given to ******* at the property. This way it ensures everyones number will be ported over. 

  This process does have a lot of moving pieces and I appreciate you bringing it to my attention so I can help or try to help make the process smoother. 

  Thank you, 
  
  *******

  Customer response

  09/24/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

  Customer response

  10/19/2021

   
  Complaint: ********
  
  I am rejecting this response because: Dear BBB of ****,
  
  Can I reopen complaint ******** or does a new complaint need to be started?
  About 3 weeks ago there was some action taken by the company involved to gather signatures to transfer the phone number ("port over") but once again things seem to be stalled. Its absurd that it would take over two months to get phone numbers transferred when it was originally communicated it would occur 1-2 weeks after closing. I closed August 6th. 
  
  I would like to know how many transfers have occurred to date for my building (*********************************) and the date my transfer is scheduled to occur. Residents that requested transfer/ports should also receive monthly refunds until this work is completed.
  
  Thank you.
  *****************

  Customer response

  10/19/2021

   
  Complaint: ********
  
  I am rejecting this response because: Dear BBB of ****,
  
  Can I reopen complaint ******** or does a new complaint need to be started?
  About 3 weeks ago there was some action taken by the company involved to gather signatures to transfer the phone number ("port over") but once again things seem to be stalled. Its absurd that it would take over two months to get phone numbers transferred when it was originally communicated it would occur 1-2 weeks after closing. I closed August 6th. 
  
  I would like to know how many transfers have occurred to date for my building (*********************************) and the date my transfer is scheduled to occur. Residents that requested transfer/ports should also receive monthly refunds until this work is completed.
  
  Thank you.
  *****************

  

  Business response

  10/21/2021

  *********,

  Hope you are well. I am looking into the answers to your questions.  At the very least the remote call forwarding should have been in place during the interim. Do you happen to have a few minutes tomorrow we can chat through what has been going on?

  Customer response

  10/25/2021

   
  Complaint: 15866287
  
  I am rejecting this response because:

  I'm tired of excuses about underlying challenges encountered and blaming other companies. I did receive an email from a representative at Groove and a similar voicemail was left on my phone while I was away. When I tried to respond as requested I discovered the callers mailbox was full. 

  I've spoken with another property and they are not experiencing any difficulties with porting numbers of residents. Groove has not fulfilled its obligation to deliver this service in a timely manner. Groove was also asked to provide status reports on projected completion dates as work progressed but I don't believe that's being conducted.

  My wife and I communicate with numerous medical providers plus co-workers, family and friends. We did not want to utilize or share our cell numbers with all these contacts or use a temporary number that would require updates to everyone when changes occur. We decided we could get by short term when it was communicated it would only be a week or two but here it is two and a half months later and very little has been done.  This is a terrible way to conduct business.

  I want my number ported over immediately. If not I want to see weekly status reports showing completions and balance remaining to be ported for the property at ****************. Residents should also be compensated with a monthly discount for every month that this work is incomplete. 

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

  

  Business response

  10/26/2021

  ***, 

  I completely understand and I am sorry for this. At the end of the day you want the numbers to be ported over and it should be seamless. In this case it was not and again I apologize. The good news is your number should be ported over in 24 hours. I got word of that this morning.  That being said we will work with the property in the coming days about credits based on time without service and frustrations. I appreciate you bringing this to us and hope this is the beginning of everything working and going back to normal. 
  
  Thank you, 

  
  *******

  Customer response

  10/28/2021

   
  Better Business Bureau:

  Thank you for assisting with resolution to my complaint. As of moments ago my phone number appears to have been ported over to the new communications company.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

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