Nextiva, Inc.

Review: [redacted], LLC subscribed to Nexitva eFax 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 Microsoft Outlook. 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 eFax 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 eFax 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 Outlook integration feature no longer function in mid 2013.

Business

Response:

We sincerely apologize for the inconveniences Mr. Pinciotti 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. Pinciotti ever has any questions or concerns, he may contact [redacted] or I directly.

Nextiva (www.[redacted])

[redacted], AZ [redacted]

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

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. My conversation with the Nextiva representative resulted in a verbal agreement that I would be partial refund for services rendered but I have yet to receive any written documentation that confirms this offer. Once I receive a written agreement and the funds have been received, I will consider this matter resolved.

Regards,

Business

Response:

[redacted] - Thanks for the email. This has already been resolved for quite some time and a reply was submitted via the Revdex.com online portal.

We just called [redacted] over the phone and spoke with him. He also confirmed that this matter has been resolved.

Please let me know if there's anything else that needs to be done on our end.

Thanks,

Their fax service has been "under repair" for over a month. This is my reply to the "Amazing service team" when told once again they do not have an ETA for repair:

Hi,

Dear Amazing Service Team........since I have not been able to fax, and actually had some egregious errors in trying to follow your directions to fax off the jumble of files on my desk-top. I want to let you know that I may have some AMAZING law suits over your inability to

1) FIX the problem

2) be honest that you never INTENDED to fix the problem

I have a different words to add to your self described vernacular. Somehow AMAZING might be one of the words-but I think that maybe AMAZINGLY NEGLIGENT, AMAZINGLY UNCONCERNED, AMAZINLY INCAPABLE would be a better description. It has been 5 weeks without fax service.

I have CANCELLED my account (not that you care), you can just continue to send the Amazing service team message to one less customer!

Amazing.....absolutely AMAZING.

Excellent experience with Nextiva right from the start. The salesperson was knowledgeable and responsive, and the implementation person was experienced and quick. Can only say good things about the call quality, service and features. Handling a 35-seat call centre is no hassle with Nextiva, as they provide all the features and reporting tools necessary.

We changed our service to Nextiva and it’s been a great investment. We needed a reliable replacement phone service and I’m glad we chose Nextiva. There’s a world’s difference between my previous phone service, and Nextiva . It took only 5 days to move our existing phone number and it’s been great since. We had no downtime during the transfer. I strongly recommend Nextiva.

I've been using [redacted] services with various companies for years now and Nextiva is definitely the best phone company I've dealt with. Their customer support is incredible. My email questions are answered in minutes, and my phone calls are answered immediately. They are always patient when they deal with me. Their rates are great. I've seen companies that charge less for [redacted] services, but Nextiva’s overall value is unbeatable. My bill has never changed. The line quality is also noticeably better than any other company I've used and the phones are HD. They even recorded our voicemail and the auto attendant greetings for me.

Nextiva has worked flawlessly for me. I used to have a phone service that only offered calling and voicemail but upgrading to Nextiva has been a major advancement. Every person I spoke to at Nextiva has been helpful. There have been huge advantages to moving to Nextiva. I could spend hours telling you about all the horrible outages, faults and problems I used to run into with my previous phone company. I wouldn't do a positive review if I wasn't thoroughly impressed - and that I am.

When we first started using Nextiva 2 years ago, we loved it, but the company has just become more and more innovative over time. It is also very affordable. I don't think there is any other company on the market that can compete in terms of features, service and price. What I like the most is, no matter what time of the day or night, they have knowledgeable reps who are ready and happy to help you.

Everything I can say about Nextiva is outstanding. From the time I first called them to learn more, to now being a customer for a year, they now how to provide a good phone service. Having a good quality solution is important and they have that. The phones have always worked great. But what sets Nextiva apart is their customer service. The people over there rock. That's the reason why I will be a Nextiva customer for life.

I had a horrible experience with Nextiva. First off, their service is horrible. I would constantly have clients tell me that my phone was crackling. I finally decided to make the switch from Nextiva and had all of my numbers ported out. They have been billing me $47.00 for 7 months for a line/number that had already been ported over. I have been paying two phone companies for one toll free number for 7 months. I've attempted to cancel this multiple times and they continue to charge me. On March 26th, I spoke to them and they told me that I would not be charged anymore and that I would receive a refund for the past charges. I was charged again on 4/24/15. I spoke to a supervisor today and he told me it was my fault. Why would you tell me that you're going to give me a refund and not charge me anymore, and then not do it? Horrible customer service. They lie to you and then blame it on you. I will never do business again with Nextiva and I will continue to share my experience with others.

Awful service. Misleading sales people. Do not work with this company.

Review: The auto attendant service that we paid for was not set up properly, therefore our customers could not properly reach us. On the proof recording that they emailed us, you could hear a door slamming in the background and other prompts that we wanted were not recorded. We responded with feedback, but there was a delay in following up with us because the original recorder quit their company, so we were told. We received an updated recording two weeks later, but it was not changed on our phone lines, though we were billed for the service. When we followed up with them on the issue after not receiving any calls from clients, they stated that the last line of the five paragraph email stating that we needed to reply to them for them to upload them. This was very confusing, since we already stated that we wanted them to upload them and we received a follow up email which gave the impression that it was already done and the issue was resolved. That email was sent on January 15th and we had been going back and forth with them about the auto attendant since December the 2nd. All the while we were paying for this feature, so it is totally disingenuous for them to say they were waiting for us. Especially since they sent us that follow up email saying the ticket was closed on the same day.

I spoke with a [redacted] who pointed out that email, and was very smug I might add, which added to the frustratioin of the call. He never acknowledged the fact that it took them a month and a half to get the auto attendant set up and that I was billed the whole time for that service. He never even acknowledged that the follow up email gave the impression that the issue was resolved. Frankly, I got the impression that he could careless whether I remained a client or not.Desired Settlement: I would like a refund of the funds that I paid for the auto attendant. In addition, I would like an apology for how [redacted] handled that call and some indication that he has been coached on how to deal with escalation issues concerning clients.

Being a busy financial service provider, communication system plays a pivotal role in our business. We have been using Nextiva cloud phone system since last three years without any hassle. What we mostly like about them is that they provide a single phone system that can be used across all our business locations and covers all our mobile employees. One doesn’t need to be a PBX expert to use their phone system and in case of any problem, there is a 24x7 support team. Our organization is happy to recommend Nextiva and we hope we can use their service for a long time.

Horrible experience. Unprofessional and Rude Manager -[redacted]. Run around to get my refund.

Nextiva staff have been very helpful every step of the way in helping me understand the system so I can use the services that are most beneficial to my business. I received step by step telephonic and email advice on the whole set up. My experience has been wonderful and the Nextiva staff have been incredible.

We've been using Nextiva for over a year already. We have not had any problems at all. The system was installed properly within 24 hours of us switching over to Nextiva from the previous company and it has been plain sailing since then. My employees quickly learned how to use the system and I've never had a complaint from them about issues with dropped calls or anything.

I like how flexible the system is too. I can see how we can simply add to the system when I employ more people to accommodate my business growth. With Nextiva we can simply add a user instead of having to have a whole new phone line installed. It's also very affordable compared to most of the other services out there.

When we needed to call customer service to add more users, they treated us like we were their only customer, and they set us up quickly. Nextiva really makes business sense for a company like mine.

I am a residential homeowner in Everett, WA. Each morning at about 8:30 AM, I get a call from Nextiva. Before I can talk to anyone, the line clicks off. I would like my morning "wake-up" call to stop!

Tech support was very patient in helping to set up the service. It was good to speak to people who understood my wireless router and knew exactly how to incorporate the hardware into my current configuration. The call quality is 100% better the old landline. Hold times for support have never been longer than a minute.

Review: I have not been able to get anyone to answer the phone and I need to cancel my business service.Desired Settlement: Cancel service to ###-###-#### and ###-###-#### and send a pro-rated refund of unused service. Paid for 1 year of service in advance in December 12,2012.

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. Shortly after receiving this complaint on May 29, 2013, our customer service team worked with [redacted], in order to achieve the desired settlement. We recognize the challenges Mr. [redacted] experienced, however, due to non-payment his Nextiva services were canceled on February 3, 2013.

Based on our discussion with Mr. [redacted], we've reached the desired settlement and his Nextiva service is no longer active.If Mr. [redacted] has any questions, he may contact me directly.

Nextiva (www.Nextiva.com)

Scottsdale, AZ 85250

p. [redacted]

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,

Excellent reliability, amazing support and they frequently add new features. Having used Nextiva Connect for almost 4 years, there’s no denying it is a great company. Support is always available to help if we need to make changes to our account, or if we need questions answered. It works great and incoming calls are routed to the right extension.

Customer service was helpful and knowledgeable from the very start. They explained all the features and costs of the different packages. They were responsive whenever I called for help about setting it up. I love the auto attendant because it works great and give your company a professional look and we can transfer calls even if employees aren’t in the same building. Costs are great for the services they offer.