Nextiva, Inc.

Review: On May 2013 we ported all our services from nextiva, on that month we spoke with their support representative on the phone an requested a cancelation of our account, we assumed it was done, unfortunately our accounting service did not know that we had no service with Nextiva and did not question the charges to our credit card, they had charged us, from May 2013 to Feb 2015 $92.03 a month so we have paid 22 month of charges for no services, which comes to $1,840.60, they knew they did not provide any services and keep billing us, when I called they told me first time we still have trunk service, second time we had all the numbers with them still, third time that we never requested the cancelation.

May be is my word against them but how you justify charging a costumer that you are not providing any service. Our account number is [redacted] for [redacted]Desired Settlement: I think we should get refunded for all the month we were charged and no service was provided to us.

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]While all Nextiva services have remained active for Mr. Hariton’s account until the recent request to cancel, we have given [redacted] a three month bill credit as an act of good faith.We are interested in ensuring that Mr. Hariton is pleased with the settlement we have offered. If Mr. Hariton ever has any questions or concerns, he may contact [redacted] or I directly[redacted]

Nextiva is the best in their industry. Their products, packages and systems just gel. Tech support was excellent too. They call back to make sure everything works as it should. Thank you for employing such wonderful people to help your customers.

I just wanted to share feedback on my experience. Each person I've talked to, and I've probably talked to at least a handful of people there, has been excellent. They are quick, consistent, and caring. The switch of phone systems was something I envisioned to be quite stressful but it really has been a breeze. I commend the entire staff at the company for their care and I'm grateful.

Where to begin.... Let's start with the first line of nonsense; "Ridiculously Superb" customer service. If you consider waiting on the line for 30+ minutes only to be "greeted" by rude, incompetent and generally hostile customer service reps who know nothing about the products they sell, how billing works, or how to talk to a paying customer, the Superb part should be dropped and Ridiculous is right! Will never recommend or do business with them again. Been doing business with them for the last 3 years and every 6 months it gets worse. All the decent folks they have had working there seem to have quit or been fired.

Nextiva is very user friendly. Customer support has also been amazing. Every business with a goal to achieve must have a decent phone system and Nextiva VoIP makes it easy and affordable for us to do that. It has improved our business communications and made it seem more professional. I highly recommend it!

We've had Nextiva for almost 4 month's now and so far, we love it. The outbound agents get to use it from their iPhone's and calls are crystal clear. It's also much cheaper than what we used to pay, except we now get unlimited calls. My assistant just loves the office reception dashboard because she says she saves time since she can monitor the different users and it makes it easier to manage the queue. We are all very happy with it.

Review: they have been charging me 158 per month and cost changed, how can they change price and not offer change to recent customers. several other companies are bout 60 dollars cheaper so I left, especially after poor customer service, I called 2 weeks ago bout leaving and porting out and giving my new address due to move, they changed it in my phone side but not the fax side which delayed the fax side porting a week. I want a full weeks refund sent to me by check due to my debit card on file with nextiva is closed. and I would request 58 dollars a month back since they changed the price plans. how can they over charge customers after changing price and not offering new prices to recent customers.Desired Settlement: a week refund due to delayed porting of fax, and giving me false information to give to my new provider for porting. and 58 dollars a month since they started the cheaper monthly cost per seat

Business

Response:

We sincerely apologize for the inconveniences [redacted] experienced. At Nextiva, we are highly committed to our customers and the ease of use of our services is a top priority. Due to CPNI regulations, we cannot share extensive details regarding [redacted]’s service experience with Nextiva. However, we do believe that we have reached the desired settlement. If [redacted] ever has any questions or concerns, he may contact me directly.[redacted]Nextiva (www.Nextiva.com)8800 East Chaparral Road Suite 300Scottsdale, AZ 85250[redacted]

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

they need to reimburss me for the amount after they lowered the cost of service to new customers that was for months to new customers for lower cost, how can they charge recent customers more and new ones less, that's unfair

Review: [redacted] subscribed to Nexitva [redacted] service on or about August 17, 2012. The main reason for switching to Nextiva was a feature that way offered that allowed us to send text /comments in the body of the fax cover page within [redacted]. Sometime in mid 2013, that feature no longer was operational. I personally contacted Nextiva representative on multiple occasions and was told that they were working on a resolution and that the problem should be corrected soon. As of today, this feature is still unavailable. Additionally, Nextiva attempted to make an upgrade to their [redacted] system which resulted in total service outages. We had received dozens of complaints from our clients and vendors that we did not respond to the [redacted] messages that they had sent. This was simply caused by Nextiva's failure to properly test their system prior to launch. I have attempted to log into our online account multiple times but I receive an error message. I appears that the system upgrade and caused the loss of our login credentials.

We have decided to immediately switch service providers to [redacted] but Nextiva has not allowed our phone numbers to be transferred (ported) even though we have provided all the required paperwork necessary to complete the transfer.

Nextiva's failure has caused irreparable harm to our company and we are seeking compensation for our damagesDesired Settlement: We are seeking a full refund of all services paid from the time the original [redacted] integration feature no longer function in mid 2013.

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 of our services is a top priority. According to a phone conversation between [redacted] (a Nextiva representative) and Mr. [redacted] on June 20, 2014; it has been brought to our attention that this matter has been resolved.

We are interested in ensuring that Mr. [redacted] is consistently pleased with the level of service delivered by Nextiva. If Mr. [redacted] ever has any questions or concerns, he may contact [redacted] or I directly.

Nextiva ([redacted])

p. [redacted]

Consumer

Response:

RE: ID [redacted]

I have received a partial credit from Nextiva, Inc as promised. I consider this matter resolved. Please withdraw my complaint.

Regards,

Review: Nextiva sales rep [redacted] and his supervisor [redacted] promised us a free month of service while the phones were being delivered, installed and our numbers were ported over. We signed on or around 9/27/13 and some of the phones were sent to us early October. The receptionist phone was sent later and to an incorrect address. We ended up receiving the phone mid October. Our lines finished porting over, therefore the day we could actually start using the phones and their service, was on October 30th. The reason for this delay in the porting process was due to [redacted] Even though I repeatedly called and emailed him asking how the porting process was going he began collecting porting information from us mid October. It is not right to say that the month of October was the "free" month and start charging us on Oct 23 for the month of November.

Along with their failure to deliver what was promised they think that because we have to sign up for recurrent billing of the monthly service they own our credit card. They inadvertently charged our card for fees that had nothing to do with the monthly service charge. After the first charge I wrote a formal email to Mr. [redacted] and his supervisor Mr. [redacted] demanding them to take us off of the recurrent billing and stop charging us withour our consent. I even stated that if this was not possible then we can make arrangements to cancel our business relationship. However, they kept at it. Last thing that was charged was the regular monthly fee for November despite the promise for the free month and the multiple unsucessful communications.

I have been trying to communicate with them making at least 2-3 attempts per week but I have not been able to resolve anything even though Mr. [redacted] said he would take the account away from Mr. [redacted] and handle it himself. I have written countless emails and just as many calls.Desired Settlement: All I want is for them to give us what was promised when they were trying to get us to sign the paperwork. One free month of service. We began using the service in November 1 so the month of November should be free. Unfortunately, they already charged us for November and are billing us for December. They say that our account will get closed and we will have no phones if we do not pay by the end of this week.

The payment we made should have been paid today for the month of December. I just want to get credit for this month and for them to give us last month free like they promised.

Also, I will only work with them if they invoice us each month and we make the payment our self. I do not trust them with credit card information.

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. Mr. [redacted]s complaint was promptly addressed, shortly after we received the message from the Revdex.com.

On the day of this complaint, Mr. [redacted] and a Nextiva representative ([redacted].) had a phone call where all of Mr. [redacted]s requests were resolved. Here's a summary of what we did.

1. We issued a free month of service.

2. We removed Logan as his account executive.

3. We adjusted the billing date of his service to the 28th of each month per his request.

4. Resolved all technical issues.

5. Assigned [redacted]. as his primary account manager for all customer service needs.

As of now, we believe this complaint has been resolved. If Mr. [redacted] has any questions or concerns, he may contact me directly.

Nextiva (www.Nextiva.com)

p. ###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Horrible phone system with the worst possible customer service!! If you want a company that can't fix your phone lines right away and plays the blame game than this is your company!
I've had no phone lines on more than several occasions for god knows how long. Well this time it has been 3 Days and 16 hours!!
Trying to get a "tech" on the phone to fix is like a three ring circus! The left hand does not know what the right hand is doing.
We run three different businesses through this system it has been installed for 8 or so months and it is still not correct! They can't even get the right lines to dial out. The amount of business we have lost is unacceptable. Its a shame it has come to this. Looks like a complaint to the Revdex.com is in order.

I've say this to all the clients I consult for: No one likes the traditional phone companies anymore. The reality is their technology is weak, their customer service is miserable, their prices are unfair, and they flat out don't care about your business.

I rarely meet anyone that tells me they enjoy their service with AT&T, Verizon or any other telco. So as an IT consultant, I suggest solutions for my clients. Based on their needs I design a network plan and a third party vendor chart for them. In nearly every case for the past three years, I've pitched Nextiva. From every aspect, Nextiva is better than the traditional telco and what my clients had in place before Nextiva. The service is simple to use, easy to manage, cost effective, reliable, and keeps getting better. The things a Nextiva phone service was able to do 3 years ago was great, today it's far better and the price hasn't changed. On this scale I need give them a 10 out of 10.

Review: My husband was working with Nextiva to change our business phone over to their company. They had mailed us the equipment we needed and charged our credit card for the first month plus the price of the equipment. Before we even received they equipment, we received an email saying they weren't able to port over our number and they were closing the account. Since we already had the business number with our previous company, we weren't willing to choose a different number as we had brochures, websites, etc that already had that number listed on it. My husband then called the salesman he had been working with who told us that once we received the equipment he would issue us a RMA #. We were to pay to return the equipment but he promised we would receive our shipping costs back since it was their fault that the account had been closed. Nextiva received the equipment on the 25th of January. My husband and I spent several hours contacting the salesman and a person in the escalation department asking for a credit for the equipment and the shipping fee. We finally received the credit for the equipment on 1/30 but still haven't received the shipping costs. I have contacted the escalation department twice and they he has not gotten back to me even though he originally sent me an email saying "I want you to contact me if you need anything". Their website says they have amazing service and have trained all their employee's to take care of any problems that arise the first time. I don't think so! We have put a ridiculous amount of time and energy into this. We would have been saved a lot of hassle had the salesman looked into porting our number before he went ahead and ordered the service, sent the equipment and charged us for it.Desired Settlement: I want them to reimburse us for the shipping costs of $8.75 before the end of the week. We did exactly what they said in mailing back the equipment with the RMA #: written clearly on the package and should have received the full refund including shipping by the 26th of January.

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. We have reached the desired settlement, by issuing a refund to the credit card on file for the shipping costs.

If Ms. [redacted] ever has any questions or concerns, she may contact me directly.

Nextiva ([redacted])

p. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have credited my credit card for the money that was owed me and I consider this matter closed. Thank you for your help in this matter.

Regards,

I received three consecutive rude, unprofessional calls from this business from phone number [redacted]. The caller was yelling at me, threatening me with legal consequences if I didn't comply with his directions, and hung up on me during one call. At no point did he make any effort to be courteous or professional. It was no way for anyone to conduct business and was borderline threatening.

We started using Nextiva last year. It was the first time we used a VoIP based system, but we tried it to save costs. Choosing Nextiva meant that the sales-force can now work from different locations without sacrificing on customer service. The system has so many great features and it is easy to increase as the business grows. Nextiva customer service is always friendly, helpful and responsive.

Review: Nextiva failed to timely cancel my account after it was given 3-4 days to process my cancellation request. I was given notice (1/1) it was going to automatically renew my account on 1/6/2014 and I promptly (1/3) notified them that they were not authorized to renew this transaction, and that they were noticed to cancel my account. An email the following day asked again for my account number and the last four digits of the credit card number before it would cancel the account (not part of the terms and conditions of the auto-renewal and cancellation policy). I immediately responded, yet they failed to cancel the account and charged an account that I closed and caused an overdraft position, and a fee of $34.00. While they have now apologized and refunded the renewal charge, I'm am stuck bearing the costs and inconvenience of the $34.00 overdraft charge.Desired Settlement: $34.00

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 of our services is a top priority. Prior to when Mr. [redacted] issues were brought to our attention via this Revdex.com complaint; his Nextiva vFAX account was terminated and a refund of $59.40 was issued. We recognize the inconvenience caused by the bank overdraft fees and have contacted Mr. [redacted] via phone and email in order to process a check reimbursement for this expense.

We have not heard back from Mr. [redacted] since [redacted], a Nextiva representative, sent an email message to Mr. [redacted] on January 7, 2014.

We are interested in achieving the settlement Mr. [redacted] has desired in his complaint. As an act of good faith we would like to reimburse him for the $34 bank overdraft fees. In order to process this matter, I’d appreciate it if Mr. [redacted] can contact [redacted] or I.

Nextiva (www.Nextiva.com)

p. ###.###.####

It’s been everything I’ve hoped for and more. The website is easy to use and the features are truly amazing. Support is always easily accessible when I have questions and very helpful.

I just wanted to drop a line about a pleasant experience I had when trying to find a solution to problems with dropped calls last week. I was assisted in this matter by Anthony. Not only did he solve the problem, but, while we were waiting for things to test out, he offered a number of helpful tips for a person setting up a new system and showed me where to find the information I would need to answer future questions.

A great experience. A great employee.

We've been using Nextiva in our office for 3 years. We required [redacted] so that we could save on call costs. The service is great and the [redacted] is very robust. Nextiva guided us to complete the setup, select our equipment, and helped us to minimize downtime during our office move as well. Their support is also unbeatable.

I use the phone in my office. Started with one line a few months ago to make sure it worked and then switched over everything else. I just wish they offered Internet. But I can't hold that against them. They deserve a positive rating for the quality and service.

Review: On May 20, 2014 my debit card was I paid NEXTIVA $47.37 via my debit card for two toll free 800 numbers and voice messaging services which were to include a professional recording. After Nextiva took the payment from my debit card they tried to pass off two local numbers as 800 numbers. I told them that 646 is not recognized as an 800 number and that I wanted an actual 800 number. They then informed me I could buy one elsewhere and have it imported over. Although skeptical I told them I would look into it. Approximately 2 days later I received an inquiry from the same sales person as to whether or not I found an 800 number.

Thereafter I tried reaching Nextive to discuss this on numerous occasions and was told I'd have to speak with the original sales rep [redacted] and that she would call me back. [redacted] NEVER called me back after repeated messages.

The following month on June 20, 2014 they tried billing my debit card for the same amount once again for services that were never received. This was followed by a services cancellation notice for services that were never received in the first place.

Every attempt to get a refund for the $47. 37 was met with insistence that I was already provided with service. When I inquired about how I can get service without a phone number or professional recording they throw out the same 646 numbers I rejected and insist that they were working numbers activated on the day of the sale.

If this is the case then why do I have an email from [redacted] 2 days after the sale in which she inquires "Hey [redacted]! How’s it going? Were you able to find a Toll Free number? Thanks?"Desired Settlement: Immediate and instant refund of $47.37 to my debit card.

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. According to conversations between [redacted], [redacted], and other Nextiva representatives following this Revdex.com complaint; it has been brought to our attention that this matter has been resolved.We are interested in ensuring that [redacted] is consistently pleased with the level of service delivered by Nextiva. If [redacted]? ever has any questions or concerns, she may contact [redacted] or I directly.[redacted]Nextiva ([redacted]