Nextiva, Inc.

To any business owners out there reading this, I'd like to express my appreciation and satisfaction with Nextiva. Writing a review isn't something I've noticed people do when they're happy with a company, but I believe that Nextiva deserves this recognition. The fact that I was able to stop paying [redacted] for phone service (or whatever it was), is nice, but the fact that Nextiva is now my service provider is really the best part. From the perspective of price, features and simplicity - all other phone services need to learn from Nextiva.

A company that I have used for a year. Solid solution. The features are great and I don't need to be at my desk all the time in order to take phone calls. This is how all phone companies should treat their customers, solid features and great customer service.

Review: he complaint states as follows: I am paying for a fax service through the Nextiva Inc. at $ 8.95 per month and that entitles me to make up to 500 pages of faxes per month through their fax phone service. The Service is not allowing me to log on to it website with the pass word and the Use name that I am using when the account was set up. I have extensive calls to the Nextiva tech Support. It often occurs when I call the support service I do not receive a complaint number but have also been issued several complaints numbers associated with not being allowed to log on to use the service that I am paying for each month. The support tickets mostly have the same issue of me not being allowed to log on to my Nextiva account # [redacted]. The fax number that I have been assigned by Nextiva Inc. is ###-###-####. I have been paying for this service for over two years. I was told around August 15, 2013 that I would receive a credit of 2 months but according to the Nextiva Inc. Support personnel there is nothing in their records indicating that I have a 2 months credit on my account as of August 27, 2013.Desired Settlement: It appears that the Nextiva Inc fax services are engaging in Deceptive and fraudulent Business practices.

Business

Response:

We sincerely apologize for the inconveniences you have experienced. At Nextiva, we are highly committed to our customers and the ease of use of our services is a top priority. Prior to when Mr. [redacted] issues were brought to our attention via this [redacted] complaint on August 29, 2013; a Nextiva representative (Mr. [redacted]) and Mr. [redacted] worked to address Mr. [redacted] issues with accessing his Nextiva vFAX control panel on August 28, 2013.Nextiva vFAX users can access their account by visiting[redacted]://[redacted].[redacted].[redacted]/. Additionally, vFAX can be managed via the primary email address associated with the vFAX service.We are interested in achieving the settlement Mr. [redacted] has desired in his complaint. As an act of good faith we have provided Mr. [redacted] service with a two month service credit. We will not bill Mr. [redacted] for the use of Nextiva's vFAX service during the time. If Mr. [redacted] has any questions or concerns, he may contact me directly.[redacted]Nextiva

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The enclosed information of communications will show that detals of communication. No one can explain how I received a new pasword in a public library and cannot log on to the service at the library or at another location from the library. See the attached letter and case numbers of some of the incidents.

There was not much truth in was was stated from the company. There is nothing new to the denial. The compliant is very simple in that I am paying for a fax service that was not delivered as promised. I have been given the run around by the company since I discovered that the problem was internal. I have not been impresed with the number of phony compliants tickets that was generated. Nothing concrete was ever done with the kind of hard core interference I experienced in attempting to use the service. This is a violation of Federal Trade Commission regulations in section 5. I want my money back for the entire time that I made payments to Nextiva Inc. I dont know how many of my attempted faxes did not get through using this fax service. The Nextiva company cannot be trusted. I was promised 2 months of credits but their customer service representative told me that they would not honor the credits because the agreement for the credits were not written into their records.In short an agreement was made but they did not honor it. Subsequently, I am requesting that all of the payments made to Nextiva be returned. It is my desire to have access to legal counsel in this matter and go to court. That is my only alternative in the this situation where I feel that I was negotiating with myself.

Regards,

Business

Response:

We sincerely apologize for the inconveniences [redacted] experienced. In an effort to achieve the settlement [redacted] has desired, Nextiva has issued a full refund of all service fees since [redacted] joined Nextiva's service. This refund was processed today and can take up to 5 business days to settle.Furthermore, I can confirm that a free 2 month advance service extension was processed in August 2013. [redacted] service with Nextiva will renew on November 18, 2013.Should [redacted] wish to discontinue vFAX service with Nextiva prior to the November 18, 2013 renewal date, he may do so at any time. Once again, we apologize for the inconvenience and hope that [redacted] is satisfied.If [redacted] has any questions regarding the status of his vFAX service, billing, or refunds, he may contact me directly at any time.Sincerely, [redacted]Nextiva

This company has called our home constantly for the last month. Today, they called 5 times, the latest at 9:59pm(against federal regulations). We have over the last few months explained that this is our new #-the person who they asked for doesn't live here.

WE keep on asking to be removed from their calling lists.

5/8/2015

My medium-sized business consulting firm with a sizable group of employees uses Nextiva and it is great. Setup was quick, and the call center features makes a huge difference for the marketing department and sales team. It’s fantastic compared to the system we used to have. No more messing with the PBX, Nextiva just works and it is so easy to configure to suit our needs. We get maximum uptime and we have not had any issues with call quality either. I highly recommend Nextiva!

Good price and the phones work well. Happy customer.

Nextiva’s basic plan worked out great for us. We just wanted a reliable, easy-to-use phone system and it couldn’t get better than this. The change went smoother than I expected, so I’m very very happy. No complaints.

Customer service is great. They even helped us setup the system and it offers amazing HD voice quality. Love Nextiva!!!

Nextiva provides a great product as well as professional service via the call center. Nextiva answers the needs of my small business by providing cost effective services that just work. I don’t have to spend a fortune on PBX and other services, because Nextiva provides everything I need. It’s the perfect match. Technology is always upgraded to meet the advances and staff always know the answers whenever we call.

You gotta be kidding me if there is a better phone company than Nextiva. It's cheaper than any other phone system out there and the customer service is exceptionally superior. I got a call 20 minutes ago from a customer support agent. I was busy all day and couldnt find time to work on getting everything set up. I asked for a call at night and they did it right on time. All of my questions were answered during the phone call tonight. And now the phone system is working perfectly.

After calling many VOIP service providers I called Nextivia and spoke with a female representative I'll call "K" to comply with the review guidelines and protect privacy. Where the other service providers were mostly closed or simply sent me to a voicemail, I received excellent service from "K" and a lot of useful information. I had a quote in my email in less than 20 minutes that was actually customized to suit our company needs. While I still have to receive more quotes to do due diligence, the responsiveness and thoroughness of the Nextivia representative speaks very highly of their company and so far puts them far ahead of the others I have contacted. The 100% US based service is a mark in their favor as well since my company doesn't have the 20-25 phone lines that it would need to get US based support from several other companies I inquired of.

Nextiva’s always been very helpful, although you really don't have to get in touch with them much because the system just works all the time. Billing is uncomplicated and support excellent. The tech support guys are very patient with non-techie people like me and help with anything you don’t understand. I can’t thank them enough.

Review: The company repeatedly called after I told them I was on a do not call listDesired Settlement: Do not call me again

Business

Response:

We sincerely apologize for the inconveniences [redacted] experienced. At Nextiva, we are highly committed to our customers and an amazing user experience is a top priority. In an effort to comply with FCC requirements, we cannot share details regarding customer accounts via this method of communication.

Review: Billed credit card, then refused to activate account. Credit card charge was approved by bank. Company claimed they needed additional information for "verification". All proper and correct information was provided at time account created.Desired Settlement: Immediate refund of amount charged to credit card.

Business

Response:

We sincerely apologize for the inconveniences Mr. [redacted] experienced. At Nextiva, we are highly committed to our customers and the ease of use our services is a top priority. Based on the desired settlement, we have issued a refund and we believe this matter has been resolved.If Mr. [redacted] ever has any questions or concerns, he may contact me directly.[redacted]Nextiva (www.Nextiva.com)[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.This matter has not fully resolved my issue with this business. However, the business did issue a full refund.At this time, please consider this matter closed.

Regards,

Our office gets a call from Nextiva, Inc. at least two or three times a week. When we answer the phone, no one answers and then they hang up. The phone number that shows up on the caller id is ###-###-####. I don't know who this company and I have never heard of them before. Would like for them to stop calling our office.

Been very happy with Nextiva’s service for over a year now. Customer service has been great and love the flexibility and customization the features enable. Just renewed for another two years.

Review: We have used Nextiva for several years as our VOIP phone provider and have been overall happy with their service. In February of this year, we asked them to migrate them to their updated platform to provided us with needed services that new customers are getting automatically for the same cost. We were initially promised that would happen soon, and they would get back to us. We were never upgraded.

In July of this year, our needs for additional phone extensions increased, so I reached out to Nextiva to get two additional lines on our account, and negoiated a 12 month contract with them in which they would upgrade us to the newer system, and add two new extensions to our account. We signed a contract in July stating the same and were told we would be upgraded the following week and have our new lines available then.

We have still not been upgraded, and now have 2 employees that don't have phones to perform their work with, but are being billed for them. I have complained to our sales rep many times, and he simply apologizes for the inconvenience and then says he will look into it. To further the trouble, we are also being billed for previous monthly cost on top of the new charges. Our old cost was approximately $123 per month, and the new cost is around $178 per month. We are being billed both currently, meaning we are now paying over $300 per month.

Previous to this we have had a good experience with Nextiva, and would like to continue to do business with them, but we really need them to both honor the agreement from July and stop double billing us.Desired Settlement: We would like to have Nextiva complete the upgrade to our account, and credit back our card on file for the double charges and non provided services.

I used Nextiva internet email fax service twice over a period of several years. Both times the service itself was spotty but acceptable. Their customer service is in the USA so I was willing to pay an extra $2 per month to use them over their competition.

My complaint is that they kept charging my credit card after I canceled my account over the phone several times over several months. I could still access the service so it's not technically fraud, but I actually had to cancel my credit card just to cancel their service. Now I need to change over all my other bills that were on auto-pay with that credit card... what pain. This didn't happen the 1st time I canceled their service. I might need internet fax service again next year, but I guess I have to go with a company that outsources their customer service so I can avoid such problems in the future.

Enjoy everything about Nextiva. It was simple to setup and easy to use. Customer service agents are available and very helpful. They worked with me until I was satisfied! Great cost savings over my previous service provider. Service agents helpful on every level.

Working from home I have to have a reliable phone system. I’ve been using VOIP for years already and thus far Nextiva is definitely the best provider I could find. Customer service support is responsive, and it is so convenient to just chat online with them. Sound quality is great compared to some other companies but Nextiva works out significantly cheaper.