Nextiva, Inc.

I do not have complaint about customer service, they had been very helpful, but I have issues taking calls from my cellphone because Bluetooth is not working properly with Nextiva APP. Literally callers can not hear me and I have to put them on speaker, which is not very professional. I spoke to Technical support and there is nothing they can do to fix it.

Review: I don't usually write negative reviews, however I felt impelled to let other potential users know what had occurred. I was using [redacted] hosted service for the past couple years and looking to reduced my monthly cost. [redacted] sold me on their prices and 30 days money back guarantee. I signed up for their service on August 29, 2013. Throughout the setup process, the sales rep [redacted] had to keep adding additional services increasing the monthly cost. (The services he kept adding were basic service that is included with [redacted].) By September 27, 2013 they still have not completed provisioning my account, therefore the switch wasn't completed. After almost a month and countless hours, I called into Nextiva to cancel my because the 30 days guarantee was coming up and I never got a chance to use the phone because their "on board training team" wasn't finished setting up the account. Keep in mind, I only had 20 users and it took nearly a month for the setup. During my call to cancel, their manager got on the phone and explained that he would extend the guarantee cancellation with money back for another month because he knew that the service has been used yet. Based on the supervisor's promise, I agreed to continue letting the "on board trainer" finish the account setup. [redacted], the on board tech,completed the set up approximately a week late. It was the worst decision I've ever made. All my incoming calls were sent to no where. I've lost so much money because of this. I emailed [redacted] and was finally corrected. A couple days later, the entire phone system went down and again lost profit because of this. Their technical support determined that their system did an upgrade but didnt copy the information over to the new system therefore my system was down. The final straw to cancel again was my toll free numbers were not working. They refused to issued the refund because they said I "used too many minutes"Desired Settlement: Issue a refund of $943.68 under the 30 money back guarantee.

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.

Due to the fact that the level of phone service that you required changed after your original discussion with [redacted], it is correct that additional features were needed and the setup took longer than originally planned. We were able to provide you with as many of these additional features for free as we could. Please let us know if you did not receive your refund for your final month of service. If you have any questions about your service charges for October or the toll-free minutes that were used, we would be happy to discuss it further with you. We have had a difficult time getting ahold of you by phone; please respond to this message so that we could reach out.

We are interested in achieving the settlement Mr. [redacted] has desired in his complaint. If Mr. [redacted] has any questions or concerns, he may contact me directly.

Scottsdale, AZ 85250

p. [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.

Regards,

I will be satisfied with the complaint contingent on receiving the refund of the desired amount as discussed.

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.

I was told I was going to receive a refund/settlement from Nextiva, the company I filed complaint against. They still have not issued a refund for the desired amount. Can you please assist?

Regards,

Business

Response:

We sincerely apologize for the inconveniences you have experienced. It is our desire to reach a settlement for your complaint. As previously mentioned, we issued a refund of your final renewal notice. This refund was processed by Nextiva on November 7, 2013.

Additionally, due to the account activity and service usage, we cannot issue any further refunds.

If Mr. [redacted] has any questions or concerns, he may contact Rahmun Khin or I directly.

Scottsdale, AZ 85250

p. [redacted]

Review: I was told I would be charged $253 for one year as a TOTAL for porting over my two existing phone lines to Nextiva. When I asked my credit card company how much they charged it was closer to $600. I came to find out Nextiva attempted to charge me with hidden costs and charges that were never discussed or authorized by me.Desired Settlement: Full refund and never have this company contact me ever again

Business

Response:

We sincerely apologize for the inconveniences Mr. [redacted] experienced. At Nextiva, we are highly committed to our customers, the ease of use our services is a top priority. For more information regarding Nextiva’s terms and conditions, please visit:[redacted]According to conversations between [redacted], [redacted] (with Nextiva), and other Nextiva representatives following this Revdex.com complaint; it has been brought to our attention that this matter has been resolved.If Mr. [redacted] ever has any questions or concerns, he may contact me directly.[redacted]Nextiva (www.Nextiva.com)

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.

Regards,

Review: Originally Ordered Nextiva Service with very specific needs lined out before service was started. I was informed by the sales rep that the SOHO plan they have would work perfect, so I signed up. After a week of problems and everyday calls was told that the SOHO plan would not do what I needed and I would have to pay more for a different plan. Unfortunately I had already started my number port to them so I reluctantly agreed. We were then double billed for 2 months while they attempted to fix it.

It took them over 1.5 months to actually port the number, meanwhile we had nothing but problems. I would call in almost every other day to be informed it was this or that, nothing which would ever solve the problem. Main problems we had was it would take over 30 seconds to connect a call (before you even start ringing) and every day I would reboot the device just to get a dial tone and phone service. I was told many times that it would be resolve when the number ported which it was not. I was told I would get many calls back from supervisors within 24 to 48 hours, never received a single call back in months.

After the port we lost all caller ID service. I called again (still having same problems as above despite the port is now complete). I was told they would need to port my number to a different main carrier because the carrier they ported me to was not working. Another 3 weeks go by with me calling to get status updates and nothing. No calls from supervisors. Nothing. I finally get a call and was told that they cannot port the number and I am stuck with how it is. So it does not work, no caller ID, have to reboot every day etc etc etc.

I had no other recourse than to move my business to another company because of these issues. The new company uses the same device, and I have not had any reboot problems. My number has completely ported to the new company and caller ID works (despite being the same carrier). I have had nothing but issues. I called in to cancel service and was told they would cal me back in 24-48 hours to cancel. I have yet to get a call back. If they charge my card again I will also be filing a fraud charge with my credit card company.Desired Settlement: I want a COMPLETE refund. After months of being jerked around and nothing ever working right, they need to give me my money back in full. To not be able to use our phone because of their incompetence is ridiculous and then to pay for their service while they lie about downtime is horrible.

Business

Response:

We sincerely apologize for the inconveniences [redacted] experienced. In an effort to achieve the settlement [redacted] has desired in the complaint, we have issued a full refund and the Nextiva services were canceled on September 23, 2013.

At this time, [redacted]'s service with Nextiva is no longer active. [redacted] may contact me with any questions or concerns.

Sincerely,

Nextiva ([redacted].com)

Scottsdale, AZ 85250

p. [redacted]

We signed up with Nextiva a few weeks ago and had some questions about how to set up the phone service. Spoke to a real person at Nextiva customer support who answered the questions and talked us through setting up the system quickly and easily. She even followed up via email to make sure everything was covered. Nextiva is the right voip service for any small business.

Our company has been using Nextiva for 22 months now. It offers excellent reliability, they frequently add new features, and offer excellent support. Support is always available to help if you want to make changes to the system, or if you need account questions answered, etc. The phones work great, and the system really helps us to get incoming calls routed where they need to go (especially after hours).

Personally, I think Nextiva is great. We’ve been using it for over two years now in our business and I don’t know how we managed before. As for service, we’ve only had professional assistance whenever we called and any issues are sorted out very quickly. When you need them, they are always on hand and extremely helpful. Honestly, we’d never switch to another company, because Nextiva gives us quality for our our money. Initially, the mobile app did have some minor issues, but that seems to work just fine now. The line speeds and connections work perfectly too. I love how Nextiva helps us work on mobile when some team members are in the field, etc. It has really helped us to work more efficiently than before, and yet it costs a lot less than what we used to pay for telecoms services before. I would highly recommend Nextiva to any small business that wants more value for their money.

Review: The sale person name [redacted] promised a lot stuff and none of them was delivered. I had to call customer service more than 50 times to resolve the issues. After more than a month I could not receive a fax so I called them and they told me first my fax is not set up and then they forgot to ship me the device to connect to my fax machine and then they changes their word and told me that I need to pay $150 for the device. I talked to two supervisor and they told told they will call me back to resolve the issue and no response yet.

Please do yourself a favor and stay away from this company. The worst customer service.Desired Settlement: Refund for the past two moths that I paid for the service and never got. And get the device for fax that I was promised and never got.

Business

Response:

We sincerely apologize for the inconveniences [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 and the discussion between [redacted] and Thomasina C. (a Nextiva representative), we have issued a service credit of two months and shipped a Nextiva Fax Bridge. At this time, we believe this matter has been resolved.If [redacted] ever has any questions or concerns, he may contact me directly.[redacted]

Review: Nextiva was unable to provide the telecommunication service that I had been sold ...it took weeks before I even received the equipment and I was asked several times to stay with Nextiva while they attempted to solve the resolve issues, but it was always at an addition cost from the amount I have agreed upon, and those costs were not presented initially. The box of equipment was never even unpacked and sat in my office the whole time. I was never told I would not be refunded total amount, plus had to make a couple of calls in trying to get RMA numbers from Nextiva. I was then refunded less than 50% of what I paid, and their reasoning was that it was over 30 days from the the original purchase. All the delays were based around their claiming they could fix the issues workarounds, but it always came back as we need more money to do that. It has now been 4 months since I returned the unopened hardware for the phone system that they never built.Desired Settlement: Refund the Balance owed to me from the Initial Purchase Price

Business

Response:

We sincerely apologize for the inconveniences [redacted] experienced. At Nextiva, we are highly committed to our customers, the ease of use our services is a top priority, and we work hard to ensure a simple cancelation process that follows FCC guidelines.For more information regarding Nextiva’s cancellation policy, please visit: [redacted]According to conversations between [redacted] (with Nextiva), and other Nextiva representatives following this Revdex.com complaint; it has been brought to our attention that this matter has been resolved.If [redacted] ever has any questions or concerns, he may contact me directly.[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. It is very unfortunate that after multiple emails and multiple correspondences with customer service over a 4 month period that this matter could not be resolved until a complaint was posted with the Revdex.com.

Regards,

Review: After changing my username with Nextiva, I was locked out of their online portal. I called customer service and was on the line with them for an hour. They too were locked out of the portal. I was told I would be called back by an IT rep, but never received a call. I tried back a week later and went through the whole process again, again, with nobody calling me back.

I just need to be able to log in and access my account! Please, somebody fix this issue. In the meantime, I'm getting faxes just fine (and Nextiva is charging me in full for the account), but I cannot get in to configure my preferences and settings, and this has been very confusing/frustrating for our business operations.Desired Settlement: Fix our portal so we can log in! Username [redacted]. Nextiva fax number [redacted]. Thank you for your prompt attention.

Also, given the inconvenience, long wait time, and feeling ignored, I think waiving our service fee would be appropriate to make it up to us.

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 Ms. [redacted]'s issues were brought to our attention via this Revdex.com complaint; a Nextiva representative (Mr. [redacted]) and Ms. [redacted] worked to resolve Ms. [redacted]'s issues with accessing her Nextiva vFAX control panel.

We are interested in achieving the settlement Ms. [redacted] has desired in her complaint. As an act of good faith we have provided Mr. [redacted] service with a one month service credit. If Ms. [redacted] has any questions or concerns, she may contact me directly.

Nextiva (www.[redacted])

Scottsdale, AZ 85250

p. [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.

Regards,

I had used this service for a year and admittedly did not have any problems at that point. However, I was notified May 6 that my account would be auto billed May 11 if I did not change my payment preferences. I went online to change my payment preferences and was unable to do so. I then notified the company through their email system (I kept a copy) that I was unable to change my preferences and asked how to do it, but to also cancel the service. They did not respond and on May 11, I was charged for another year of the service (which I no longer need). I have notified the company but have received no response nor have I received a refund. Not consumer friendly!

Review: We changed phone carriers from Nextiva to [redacted] due to constant problems with Nextiva phone lines. From the time we started with Nextiva phone system to the time we ended our service, the phones never worked correctly. There was problems for about 2-3 months trying to transfer the telephone numbers over to [redacted], not sure why. We had to use our cell phones for a few months because the Nextiva Lines were so bad. The last email we received before transferring the phone numbers over was from the office of the CEO. They sent us an email that they had worked everything out on their end and they were waiting on confirmation to port the numbers out. We were told all we had to do was reply to that specific email, which we did, and they would take care of everything. Since our billing is done off premises, we did not catch that they were collecting monthly fees in the amount of $90.24 from our credit card for almost nine months. After several letters and emails to Nextiva, to attention of the Office of CEO, we were told they would look into the problem and get back to us and we kept emailing and have never heard back from them. They owe us $812.16 for 9 months of service we did not get. I would advise anyone to not use Nextiva.Desired Settlement: refund of $812.16

Business

Response:

We sincerely apologize for the inconveniences Mr. [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 Customer Proprietary Network Information (CPNI) and FCC requirements, we cannot share details regarding this matter via this method of communication.If Mr. [redacted] ever has any questions or concerns, he may contact me directly.Yaniv M[redacted]Nextiva (www.Nextiva.com)[redacted]

[redacted]p. [redacted]

Consumer

Response:

Please see the attached letter to Nextiva and the attachments to the letter. We responded to the email as asked to close the account out. The person we responded to was Richard who is no longer with the company. Richard was to take care of this and obviously did not. The reviews attached are similar to what we have experienced with this company who continues to have an A+ rating with Revdex.com. Please review their rating as there is no way possible it would be an A+ and people depend on your service to review a company prior to taking on a contract with them. Their reply is not acceptable to me.

Business

Response:

Once again, we sincerely apologize for the inconveniences Mr. [redacted] experienced. Since FCC regulations prohibit us sharing customer information over a public channel, we cannot share details regarding this account.If Mr. [redacted] ever has any questions or concerns, he may contact me directly.

Review: I have been contacting customer support at Nextiva for almost two weeks now attempting to get there help on a fax issue for our office. [redacted], a customer service rep on the Nextiva Fax support side, basically spoke to me in a VERY condescending way then hung up when I asked to speak to his supervisor. I simply wanted to speak to a supervisor within the next few hours and was told I had to wait 24 to 48 hours for a supervisor to call me. I explained that as a business we cannot wait 24-48 hours for a supervisor to call because patient safety is being compromised.

Worst customer service experience ever.

not only do I have to wait 25-30 mins just to speak to someone, I get treated as if I never graduated high school. Never been more disrespected in my life.Desired Settlement: I want to speak to a supervisor and get my issue resolved !

Business

Response:

We sincerely apologize for the inconveniences you have experienced. At Nextiva, we are highly committed to our customers and providing a great customer experience is a top priority.

Two of our customer service supervisors, [redacted] and [redacted] worked with [redacted] on June 12, 2013 in order to resolve the service issues he mentioned in the complaint below. We recognize the opportunities to improve our customer service experience, and [redacted] feedback led to improvements in our organization.

Our commitment to delivering excellent customer service is strong and we appreciate [redacted] feedback.

Based on our last conversation with [redacted], the desired settlement was achieved.

If [redacted] has any questions, he may contact me directly.

Sincerely,

Nextiva (www.Nextiva.com)

Scottsdale, AZ 85250

For me, Nextiva is just great. I've been using it for almost a year now and I think they offer a great package. As far as I know, Nextiva is the only company that offers ten extensions. It is really a simple, complete VoIP phone solution and that's why I suggest it to everyone who wants something like this. Actually, several of the local businesses here use it too and it's really convenient.

The sales department and the support department were both very helpful and attentive. It's obvious that they know what they are doing and that they are passionate about their jobs.

I have not had any of the issues that people mentioned. My call quality with Nextiva is stellar as I have not experienced any dropped calls.

To me, Nextiva offers a great service at a great price and I am happy to refer anyone, business or individual to Nextiva. You won't get a better service at these good rates, anywhere.

Review: The voice over IP service does not work as promised. Ongoing problem with one way audio on phone line. Nearly every day calls are missed and our customers are having difficult time reaching us through our phone line. Our business has been adversely affected by poor service.Desired Settlement: Refund of two months service.

Business

Response:

We sincerely apologize for the inconveniences Ms. [redacted] experienced. At Nextiva, we are highly committed to our customers and the ease of use of our services is a top priority. According to a phone conversation between [redacted] (a Nextiva representative) and Ms. [redacted] on January 23, 2014; it has been brought to our attention that this matter has been resolved.As an act of good faith we have provided Ms. [redacted] with a one month service renewal credit. We are interested in ensuring that Ms. [redacted] is consistently pleased with the level of service delivered by Nextiva. If Ms. [redacted] ever has any questions or concerns, she may contact [redacted] or I directly.Sincerely,[redacted]Nextiva

Review: The website advertises $4.99 per month for their electronic faxing service. I selected that and in the end the final price per month is $8.99.

I went ahead and signed up anyhow because I needed a fax service. After completing the purchase with my card information I got a confirmation screen stating that I would receive an email that never came through. I called all of their customer service numbers within business hours and there is no answer.Desired Settlement: I would like this company to immediately cancel my account and refund my money.

Been a Nextiva Business customer since 2009. Voice quality is perfect. Automated receptionist is no longer just for in large, fancy law firms and companies but makes a sole practitioner look good on a budget. Customer service is friendly and resourceful. There are many useful features like electronic faxing that saves hundreds of dollars on paper and there’s the convenience of having faxes already in a PDF format to save plenty of time. Sending faxes is easy as well. Very pleased Nextiva customer for life!

Nextiva service is great. The technicians were very helpful explaining how to set up the installation and it just worked properly right away. No hassles since.

Due to the size and setup of my small business, I needed some help with the initial configuration on switching over to Nextiva. Tech support people were helpful and always available when we needed help. They were easy to work with, and got us up and running in no time. The optional features we got have been invaluable in helping our productivity.

Been a happy Nextiva user for over a year. They ported my two existing land lines (two different area codes) and helped set me up with all the features I needed. There’s so much to choose from, call blocking, call log, caller ID, and call forwarding, etc. Since it is portable you can easily move the system between locations. The call forwarding feature is fantastic for people like me who are on the road a lot. Voice quality is perfect, easily on a par with land lines.