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Birch Communications
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1.8 31 Reviews

Birch Communications Complaints Summary

6 Resolved
25 Unresolved
Our verdict: With Birch Communications's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Birch Communications reviews & complaints 31

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12:06 pm EDT
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Birch Communications Failure to disconnect our service when asked

We have notified your company many, many times that we are wanting to disconnect your service, yet you either don't respond, respond that you need to bill us for another month, etc. This has gone on since march 2020. It has now been six months, and you are still trying to bill us.

And, I see now that we are not alone, your company seems to not let customers go, and you keep billing them as long as you can.

I am reaching out to the fcc, the colorado attorney general, the bbb, and to the ceo of your company today. I'm sick of getting the run around from you.

I will outline our notes of all involvement since march below. — kelly ramsdale
Account number: 705154

*
March 11, 2020: sent a service request (through the online portal) to request information about our contract (because we were no longer under a formal contract; we had switched to a year-to-year in 2019). I requested that they send me a copy by email.

March 12, 2020: email response from fusion was that I had to call to get the contract information. I called and was told that they had to contact the sales dept, who has the contract info, and they would call me back. (no one ever called back or sent me information)

April 24, 2020: I emailed that we were giving our 90 day notice to end the contract and not renew after the end date of 8/5/2020.

April 27, 2020: email response from fusion was that I had to call regarding canceling service. I called and was again told someone would call me back.

May 5, 2020: emailed again to state that I had called and was told someone would contact me and still had not received any return call. I called again (today) and spoke with another representative who told me the same thing an that the sales dept is the dept with the contract and they were the ones at fault for the delay. She assured me that while the delay is the fault of fusion, the we would not have any issues tithe auto-renew canceling as requested. However, I sent another email so that it was documented (for the fourth time) that we are canceling by aug 5th contract end date.

July 23, 2020: I had to call, again - no one contacted me since the may 5, 2020 discussion that someone would call me back. The rep confirmed, however, that they showed the request was made and my numerous calls/emails were on file. But, then the email sent said we had 90 days to port our numbers to a new service and disconnect all services. If we did not do so in the 90 days then we would be bound to another one year contract. After the porting was complete then I was to call to disconnect all remaining services, which would be confirmed in 5 business days and we would be billed an additional 30 days (which is how long it would take to disconnect services).
* at no time from march to this date was this information provided. Had we known this, we would have started the entire process of porting much earlier. But, nothing was provided, no calls returned, no email responses (other than that I had to call, which I did).

August 5, 2020: I called and placed disconnect order after the numbers were successfully ported.

August 13, 2020: I emailed to alert them that it was business day six and we had not received the email regarding the disconnect that was to be sent within the "five business days" as promised. I outlined everything that had happened to date, pointing out that I started the process months ago, that no one contacted me, and now they were trying to bill us for additional months. Furthermore, their disconnect email was not received within the five business days outlined in the email.

August 14, 2020: received the disconnect email saying it would be disconnected on sept 3. It then said that we would receive an email with the equipment we were to return, and that an email with a fedex label would then be sent 30 days after disconnection was completed. It then also stated we would continue to be billed through this process, which added up to approximately two more months of billing. I emailed that what was stated was not acceptable, and demanded it all be done immediately, again pointing out that fusion was at fault for the delays since I initiated this months ago. I demanded the disconnect happen immediately, the specific list of equipment be sent immediately, the fedex label be sent immediately, and no further charges be made to our account. Fusion responded that they put the disconnect order in, they sent me the email with the equipment to be returned, and sent the fedex label. The email stated we would receive an invoice/credit within 30 days. I asked for clarification if it was 30 days from 8/5 or today's date. No response.

August 20, 2020: sent equipment back with fedex label given.

August 24, 2020: fedex package was delivered at 9:23am.

August 24, 2020: I emailed the current invoice (payment due 9/19) and asked why we are being billed when this was supposed to be done. I again outlined this process was started months ago and delays were the fault of fusion. Response was that she ordered the disconnect on 8/14 and they were at the mercy of their carrier. "once the service is disconnect your invoice will be back billed."

September 15, 2020: requested status of the disconnect as now it is past the 30 days (from the 8/14 date), as well as past the date given in the email that said it would be done by september 3rd. Our account still shows we have an invoice with payment due by 9/19 and nothing has been sent by email, no phone call received, and nothing on our account to indicate that the service has been disconnected, that the account is closed, or a "back bill" of any kind. No response.

September 17, 2020: asked for status of disconnect again and asked about the invoice on our account and why we are still being billed. Pointed out that I started this in march and they didn't give us any direction until end of july (nor a call callback as promised). Alerted them that no response will result in a complaint being filed with the fcc.

September 18, 2020: fusion responded that this "should be" the final bill. They did not give a status on the disconnect or explain why we had to pay this bill.

September 21, 2020: fusion emailed to say "unfortunately the billing just completed this morning.. So the bill you receive will not reflect the disconnect. You will receive the final disconnect with the prorated charges soon." I responded to point out (again) that I started this process in march and that fusion has a record of the calls in march, april and may. I asked someone to respond, in writing, with an explanation of 1) why we are being charged for anything past the contract end date of 8/5 when it's fusion's fault for not starting the process or providing information on how to proceed, and 2) to explain in writing why her email stated (in writing) that the disconnect would be done by 9/3 and it wasn't. I requested a copy of fusion's records that show the phone calls I made in march, april and may. (I also emailed mary - another contact - stating the same thing and asking that she send me a copy of their records that show I called in march, april and may and was told someone would call back and never did; that it was not until I called again at the end of july that we were told how to proceed. I stated that all of the additional charges are unacceptable when it is fusion that is at fault for the ongoing delay in providing information on how to proceed with getting everything done/disconnected by the contract end date of 8/5).

Also, emailed the aug invoice to mary, stating that we should be issued a refund for charges from 9/4-9/20 because they said (in writing) that the disconnect date would be 9/3. I also sent the sept invoice that shows charges from 9/21-10/20, demanded that the invoice be voided. I asked for a letter to be sent that states the disconnect is complete, the contract is ended, and no other charges will be sent. (we should have a refund for anything past 8/5 because the delay is their fault, not ours.)

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12:20 pm EDT
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Birch Communications birch communications continues to bill for two months of telephone service after porting completed to century link

July 31, 2017 Birch Communication signed for the receipt of Termination of Service request for our Company Telephone service. The porting over of all of our Business lines to Century Link was completed on 8/24/2017.

Birch Communication continued to Invoice our Company for two additional months of telephone service through 10/31/2017 plus late fees due to their failure to complete the processing of porting paperwork internally. In January 2018 and again in June 2019, Birch Communications and their collection representatives have been provided proof of the porting completion date and delivery of the termination request yet they refuse the reverse the overcharge for telephone service and two years of late fees. It seems unethical that a telecommunication company can continue to charge customers for a service they no longer provided.

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3:16 pm EDT

Birch Communications substandard product and unreasonable disconnect procedures and billings

Our company signed a 3-year service contract with Birch Communications in February 2016, being promised that we would get dedicated IP internet service at 6MB download speed minimum and 10% discount throughout the entire service period. We got the 10% discount but the internet speed rarely hit 6MB and affected the speed of our office operations. I called in multiple times to complain, but all I got was the Tech Support claiming that my IT department set up some kind of firewall that prevented the internet speed from going up but I know that this is not true.

In early December of 2018, we sent in a written non-renewal/disconnect notice, but received an email to call in after phone and internet services were ported over to the new ISP. Our new ISP sent in multiple requests to port but was blocked or rejected, thus postponing the porting date a couple times. However, during the two phone calls that I had with Birch Customer Service, they told me that the requests were never made. By the time the phone lines got ported by a technician, it was already a month from the initial request date. When I called to make sure all services have been disconnected, the first customer service rep told me that the porting has not been completed, leaving me puzzled and confused. I called my new ISP to verify and called Birch again, this time the customer service rep told me that someone will coordinate the disconnect and that it will take 30 days to complete the disconnect process.

During my entire adult life and the many times where I switched phone companies never had I heard of such non-sense disconnect procedure and additional billing after service has been terminated. And by far, this is the worst internet/phone company I've ever dealt with.

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Is Birch Communications legit?

Our verdict: Complaints Board's thorough examination reveals Birch Communications as a legitimate entity with notable strengths. Despite a 19% resolution rate on customer complaints, which invites a closer look, Birch Communications stands out for its commitment to quality and security. Clients considering Birch Communications should delve into its customer service record to gauge compatibility with their expectations.

Birch Communications earns 91% level of Trustworthiness

Perfect Trust Endorsement: Birch Communications achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Birch Communications. The company provides a physical address, 3 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Birch Communications's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Birch Communications as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

However ComplaintsBoard has detected that:

  • While Birch Communications has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 19% of 31 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Birch.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The birch.com may offer a niche product or service that is only of interest to a smaller audience.
  • We detected that birch.com is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • Birch Communications protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Birch Communications. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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1:45 pm EDT

Birch Communications Internet and Phone Services

We had been with CBeyond for about 2 years and were negotiating a new 3 year contract about 2.5 years ago. I knew how ridiculous the early termination fees were so negotiated an option to cancel our new contract after 2 years with no penalty if we weren't happy. I signed the contract. About 2 years later we weren't happy with the service so notified Birch of our intention. Initial response was 'ok - your termination date is XXX'. One month later we get notified that we are required to pay an early termination fee of $3500. The reason: yes, we were allowed to terminate our agreement after 2 years, but we only had a 30 day window to notify Birch of our intention to not renew, or we're locked into the whole 3rd year and early termination fees are now applicable again. A policy completely written around trapping customers into another year of a contract that I have every legal right to get out of. Do not sign a Birch contract. Birch are now taking us to a collection agency.

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Nona Polson
, US
Sep 17, 2018 10:02 am EDT

T ALWAYS TAKES FOREVER TO GET AN AGENT ON LINE AND I HAVE HAD THIS SAME RE OCCURRING PROBLEM WITH MY PHONE LINE EVERY TIME IT RAINS. THEY FIX IT TEMP. BUT WHEN IT RAINS I HAVE THE SAME PROBLEM. I NEED THIS FIXED... I DONT WANT TO CHANGE COMPANIES, BECAUSE I HAVE BEEN WITH YOU FOR YEARS, HOWEVER IF I DONT GET A SOLUTION THIS TIME I WILL BE TERMINATING YOUR SERVICE
PLEASE CALL ME AT [protected] OR [protected] OR [protected] THANK YOU

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Nona Polson
, US
Sep 17, 2018 10:01 am EDT

IT ALWAYS TAKES FOREVER TO GET AN AGENT ON LINE AND I HAVE HAD THIS SAME RE OCCURRING PROBLEM WITH MY PHONE LINE EVERY TIME IT RAINS. THEY FIX IT TEMP. BUT WHEN IT RAINS I HAVE THE SAME PROBLEM. I NEED THIS FIXED... I DONT WANT TO CHANGE COMPANIES, BECAUSE I HAVE BEEN WITH YOU FOR YEARS, HOWEVER IF I DONT GET A SOLUTION THIS TIME I WILL BE TERMINATING YOUR SERVICE
PLEASE CALL ME AT [protected] OR [protected] OR [protected] THANK YOU

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Cassandra Gulia
, US
Sep 02, 2016 12:11 pm EDT

My name is Cassandra Gulia and I work in the Marketing Dept. for Birch . Please email me at cassandra.gulia@birch.com regarding your experience with Birch Communications. I will partner with our Customer Care Director to help resolve your issue. Thank you.

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10:49 am EDT

Birch Communications Phone Lines

I got a call today from "Naurice" stating that since AT&T has had many complaints, they were allowing Birch to lease accounts. The man made it sound like it wasn't something that was optional and it was just going to happen and my bill would lower significantly. He was speaking so quickly, I didn't have a chance to write everything down that he said but it seemed extremely fishy. He told me that he had to transfer me over to his supervisor to give me the details and when he did, I started to ask him more questions about the situation; his name was Steven Austin - phone [protected] ext. 0. When I asked why I hadn't been contacted by AT&T, he said it was because we had less than 15 phone lines...They repeated that we were NOT entering into a new contract and that there was no action that needed to take place on my part. Then, I stated again that I did not understand and he repeated that AT&T was allowing them to take over the billing while we remained a customer of AT&T and that was just bizarre to me. He then told me that I needed to answer some questions from an automated system verifying our services via the key pad on the phone and it would complete our transaction. I told him I would like a formal written statement from him so that I could be fully aware of what was taking place and he took my email address down so he could "get that right over" but I still have not seen that email. Do not let them push you into a corner and certainly DO NOT ANSWER THEIR AUTOMATED QUESTIONS. Do your research on them before they try and force you into a new contract with their company and terminate your contract with your provider because I have no doubt that although they said it wasn't a contract, it very much was and AT&T gave them no permission to do that.

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Liz Shewmaker
, US
Aug 01, 2016 2:25 pm EDT

The EXACT same thing happened to me at my work! On June 6th or so, I received that same phone call and went through that same process, thinking I was actually speaking to an AT&T employee and the changes that would happen were simply discounts to our AT&T account. The man who called never ONCE clearly stated who his employer was, leaving me to assume he worked for AT&T! Especially since he had so much of our business information! So naively, I completed recording all the answers as instructed by the sales person and fell victim to the deceitful and deceptive ways of business of Birch Communications. Fortunately, we were able to switch back to AT&T within a week all because of AT&T. They were extremely helpful and understanding, saying this has happened to so many people. Apparently it is called "slamming" and according to the FCC/Federal Law it is illegal to switch landlines without authorized permission (hence why Birch records the answers to the questions they ask, and not the ENTIRE conversation with the telemarketer). They have your voice recording to make it appear that you were aware of what changes were to occur, when actually you're only doing what the shady-### telemarketer tells you to. The following month, we received a bill from Birch for over $170! We only had 7 days of their service before returning to AT&T! Also, Federal Law (The FCC) says if you are a victim of "slamming", you do not have to pay the slamming company for services rendered for the first 30 days. So my boss wrote them a letter in response to their bill, stating we would not be paying them anything because of this FCC Law. A few weeks later, we received another bill from Birch, this time crediting us so our bill was for only a week of their service ($63 total) with a $10.98 late payment fee! How ridiculous! Again, the same letter was sent to Birch, but this time it threatens legal action. So to sum up, DO NOT USE BIRCH COMMUNICATIONS EVER!
I hope my experience with Birch described above can help anyone.
Here is a link to the FCC website about "slamming":
https://www.fcc.gov/consumers/guides/slamming-switching-your-authorized-telephone-company-without-permission

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BirchComm
, US
Jun 22, 2016 6:44 am EDT
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Alexa, My name is Cassandra Gulia and I work in the Marketing Dept. for Birch . Please email me at cassandra.gulia@birch.com regarding your experience with Birch Communications. I will partner with our Customer Care Director to help resolve your issue. Thank you.

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6:32 am EDT
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Birch Communications Landline service

Our land line service has been inoperable since March 24. First off, the support phone number on their website is disconnected, so you have to jump through hoops to find the correct number. On first call I was told that I would have to pay $150 for a technician. BS. Friday call by my husband a troubleshooting was done (why this wasn't done on Thursday I don't know) and confirmed that the issue was a Birch issue. Was told that a tech would be out between 8 am and 6 pm on Saturday. (This window of time is unacceptable to any normal person). Numerous calls on Saturday as to where is the technician where unresolved. No tech showed up. Called on Monday, told that there is a lot of work to be done and they don't know when someone will be out. So sorry that nobody showed when promised and nobody called. "Too bad for you" is the attitude. This company has the absolutely worst customer "service" I have ever had the displeasure of dealing with. And, even tho I told the first person that their phone number on the website was disconnected, here it is 5 days later and it is still listed as the number!

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Birch Communications
Atlanta, US
Mar 29, 2016 2:05 pm EDT

Good Afternoon,
My sincerest apologies for the service and repair issues. I would like to assist in finding a resolution to this complaint. In order for me to escalate this issue to Customer Care, I will need for you to email me with your Birch account information and a good contact number. Please contact me ASAP. You can reach me at jared.williams@birch.com. Jared Williams, PR Manager at Birch.

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12:50 pm EST

Birch Communications Being billed for 2 additional months after service termination request

When arranging to move from my previous residence, I disconnected all services on a set date. Everything went smoothly except for dealing with Birch. They said it may take up to 2 months for the service to be turned off and I would be liable to pay for that time period. After several phone calls. A "billing supervisor " said it would be prorated, , , , , however I still received bills for past due invoices and collection threats. I followed up with Birch a 5th time and they said they do not prorate, that conversation never happened and I am liable for those 2 additional months! I never heard of a company who charges you for service after you cancel on a set date!

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Birch Communications
Atlanta, US
Feb 23, 2016 1:11 pm EST

Good afternoon,
My sincerest apologies for the billing related issues. I will gladly assist with helping to resolve issue. In order for me to escalate this issue to Customer Care, I will need for you to email with your Birch account information and a good contact number. You can reach me at jared.williams@birch.com. Jared Williams, PR Manager at Birch

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4:33 pm EST

Birch Communications Harassing Calls

I inadvertently picked up an incoming call from [protected]. Caller wanted to talk to the person in charge of Century Link account. When he ID'd himself as Birch Communications, I said I was not interested and asked to be on the Do Not Call list. After hanging up, he has called repeatedly (I'm not answering).

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Jared Williams
, US
Dec 31, 2015 12:09 pm EST
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Hello, we are sorry to hear about the trouble you had with Birch. Please use this URL, (http://www.birch.com/forms/do-not-call-request), to remove your number from our call registry. If further assistance is needed, please feel free to contact Jared Williams at jared.williams@birch.com.

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9:15 am EST

Birch Communications this company ignored my request several times and it was the worst services

I called to Birch Commuicatons and asked them to lower my monthly bills. The rep said that they would charge me once and they would lower the bill next time. They never lowered the price and the next bills were the same as previous ones. I called them again and asked several times, but nothing has been changed. I am very disappointed and don’t want to recommend this company to others.

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9:48 am EST

Birch Communications Unethical and rude behavior

This past summer my AT &T contract was up so since we already had internet service with Birch I decided to transfer all our communication services with birch. I was lied to and told it would easy and effortless on my part but what really happened was that I was without internet for a month and when I asked birch people they blamed AT &T and AT &T put the blame on birch. I was given the run around by birch and because I am not educated about wiring and communication lines I had no way to fire back at anyone and I think this is how birch gets away with their dishonesty, Their customer service is horrible, very rude and are not willing to negotiate. Stay AWAY from this company. They are only out for themselves. They cost our company a lot of lost revenue because of the internet outage.

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timATbirch
, US
Nov 17, 2015 1:35 pm EST
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Hello, I saw your post and I wanted to offer my assistance and do some additional research on the issue you experienced. Can you please send your account information and callback number so I can follow up? tim [dot] phelps [at] birch [dot] com Thank you. -Tim Phelps, Birch

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4:52 pm EDT
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Birch Communications Telephone Service Refund and Customer Service Representative

I discontinued my service with Birch Communications, Inc. (140 Gateway Dr, Ste A, Macon, GA 31210) on Oct 17, 2015 ( Acct ID # 841465). Since I had part of the month with them, I waited for my last bill to come in. When it did, it showed I had a credit of $ 21.74. Since I no longer had phone service with them, I called customer service [protected]) and spoke with Jo (lady that answered the phone). First of all having employees children in the office during business hours trick or treating is not conducive to business especially when the person you are talking to keeps saying trick or treat to the kids and is distracted by them. I asked for the amount that I had a credit on my account be refunded back to me. I was told that it would take 90 days for me to get my money back and there was nothing I could do about it. I asked to speak to her supervisor and she told me that she wasn't going transfer me and did not matter what I wanted that it was going take 90 days and there was nothing I could do about it. After asking to speak to her supervisor several times and Jo repeating she wasn't going to transfer me and there was nothing I could do, I asked her if she was telling me that I could not speak to her supervisor and she said yes that was correct. I told her that she needed to get her supervisor on the phone. After about 5 minutes of me asking for her supervisor, she finally said she would transfer me to him, David. After waiting almost 8 minutes for this to happen and having to ask her if she was going to transfer me, she finally did. David said that their policy is that they will get my money back to me within 90 days but there was nothing I or anyone could do to expedite the process. He said the dates of service had to be confirm and I told him that Jo had already done all of that and confirmed I was owed money, so what was there to wait on. I said that I am expected to pay their bill within 14 days and I felt that to have my money that I over paid to them to be returned in the same time frame was not unreasonable. He said, didn't matter that I would get my money within 90 days and there was nothing I could do about it. Never did I get loud, aggressive or rude to Jo or David during this entire time. David did tell me that there were no children trick or treating in the office but when I told him that Jo had told me and I cold hear them and she was trick or treating with them as they came around her desk, he said that yes they did have the children in the office but customers should come first and he would speak to Jo about her being distracted. All I would like is my money in the amount of $ 21.74 be returned to be. It should be $ 22.73 but when my service with them was canceled they did not stop the recurring charge of $ 0.99 for sending out a paper bill so, I was charge for the statement even though Birch owes me money and my service had be stopped since October 17, 2015. Wendy Yates [protected]@sbcglobal.net

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8:31 pm EDT
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Birch Communications Deceptive practices & Hidden fees

Birch Communications is the worst telecommunications company in the world, even tops Verizon for the absolutely outrageous fees and dishonest dealing. They don't bother to tell you that it takes them ( no other telecommunications company takes as long) between 30 -45 days to port over a telephone number. And if you don't happen to have a cell phone you are just out of luck. They don't tell you that when you become customers of theirs that you are locked into a year long contact with their lousy company. They charge you $400.00 if you don't keep their phone service for a year, even sending your name to a collection agency before they tell you about the charge, even through they are the ones that don't tell you that you have to keep it for a year to not be charged that fee. Also they are not helpful even when you are new customer calling to find out when your number is going to be ported over, they tell you to call your old company and find out. They would not bother themselves to call for you, showing their contempt for you their new customer. That should of been a warning to me, but didn't realize till too late and became stuck with them. Stay far away from this company unless you like to throw away your money.

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Tim AT Birch
Kansas City, US
Jun 06, 2015 12:55 am EDT
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Hello, Im sorry to hear about your issues but I did want to reach out and see if I could escalate your concerns. Please send me a email with your contact info and your account info and I will follow up. Thanks. Tim Phelps, Director of Marketing Communications, Birch. Tim.Phelps@birch.com

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4:58 pm EDT
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Birch Communications Horrible Service

We have used CBeyond for some years, with few issues. Now Birch has purchased them and it tanked, fast. Three weeks with intermittent phone and Internet and the phones are still not working right. When you call, they say things are down for several days while the merge. We run a business that is 24 hours and they have done nothing but hinder our success. I am extremely disappointed that this the the first impression we get from the new company.

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Birch Communications
Atlanta, US
Oct 06, 2014 1:18 pm EDT

Mr. Sarang,
We sincerely apologize for anyinconvenience you may have experienced and would like to investigate yourconcerns immediately.
Please send us an email urgently with youraccount number and the best phone number to reach you on, at Cassandra.gulia@birch.comand we will have a member of our team reach out to you immediately.
Thank you,
Birch

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Birch Communications
Atlanta, US
Oct 06, 2014 11:13 am EDT

Mr. Sarang,
We sincerely apologize for any inconvenience you may have experienced and would like to investigate your concerns immediately.
Please send us an email urgently with your account number and the best phone number to reach you on, at Cassandra.gulia@birch.com and we will have a member of our team reach out to you immediately.
Thank you,
Birch

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Birch Communications
Atlanta, US
Oct 06, 2014 8:54 am EDT

Mr. Sarang, We sincerely apologize for any inconvenience you may have experienced and would like to investigate your concerns immediately.
Please send us an email urgently with your account number and the best phone number to reach you on, at Cassandra.gulia@birch.com and we will have a member of our team reach out to you immediately.
Thank you,
Birch

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2:16 pm EDT
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Birch Communications Fraudulent and deceptive sales

Birch Communication called my home pretending to be my current phone service provider At&t! During this phone call the lady told me she was able to offer me a locked in price on my monthly bill that was lower than what I was currently paying. She had all of my personal information and knew everything about my At&t account which only led me to believe this really was At&t. The next thing I know, I am switched to Birch Communication and stuck in this ridiculous contract that I never agreed to. In order for me to be released from this "contract" I never agreed to, I have to pay a crazy amount of money! I came to Complaint Board to see what I could find on Birch Communication and I am seeing the same complaints. I am not sitting back and allowing this deceptive company to manipulate me and charge me for something I never agreed to. I am making all necessary calls to BBB and they are directing me to all of the proper places to deal with this company accordingly! If this company is doing the same thing to you, stand up and speak out so they can be shut down. Do not allow them to deceive you and please don't allow them to continue doing this to other people! We are all hard working citizens who are simply trying to honestly pay our bills and make it in this world. We deserve honesty and respect not deceptive sales tactics! Help me put a stop to this company for good!

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Birch Communications
Atlanta, US
Feb 25, 2016 11:34 am EST

Good afternoon,
My sincerest apologies for the billing related issues. I will gladly assist with helping to resolve issue. In order for me to escalate this issue to Customer Care, I will need for you to email with your Birch account information and a good contact number. You can reach me at jared.williams@birch.com. Jared Williams, PR Manager at Birch

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Brenda Pollinger Bomar
, US
Feb 03, 2016 3:02 pm EST

Just got off the phone with Birch - they switched our phones without our permission. When we finally got AT&T back - they sent us a letter stating we owed them $1600 for canceling the contract. We never did sign a contract. They played a voice recording back where we said YES repeatedly. Sames like the same YES every time. We thought they were a vendor of AT&T to repair our service. We are a non profit Veterans Organization - there response was so? Stay away from these people they are Frauds unethical and rude.

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3:47 pm EDT
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Birch Communications Sneaky Fees

Birch took over my long distance (only) phone service account from Covista, who I had been with for about 7 years, in April. I suddenly received a bill from Birch without any explanation (poor communications for a "communications company"). When I called to ask why I was told about that they had acquired Covista, but that my account was otherwise unchanged. However I needed to set up a new e-bill account to avoid a $1.95 monthly paper bill charge. They now send me a monthly e-mail notice with a link to my online account IF I want to see more details.

I just received my July statement available notice, and when I used the link to visit my on-line account statement, it contained a surprise " Recurring Charges" of $7.30 billed to my credit card. When I called to ask why - I was told to look at my June statement. I looked in my Birch e-mail file and found my April-May and July statement notices - but not my June notice; which either I failed to save or they didn't send (the amount was so small that they didn't bill my card that month and they may not have sent a notice?). When I otherwise accessed my June on-line statement, at the bottom there were 4 notices (in the so-called "fine print" section - the last of which is a notice of a new $4.95 minimum usage fee for long distance only lines. It did not specify an effective date.

I find this new fee surprising, and believe their indirect method of (non?) notification is totally unacceptable. Their e-mail should contain adequate advance notification of new fees - it should not be necessary to search thru all the detail in linked documents without a more specific warning.

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DA240
, US
Aug 11, 2015 11:22 am EDT

We were switched over from CBeyond to Birch. They added 2 numbers which were not even our numbers and charged us for them along with
web hosting of which we told them we didn't need. They said it was all for billing purposes only. When I called to ask to have these numbers taken off, they said they would take care of it. They just continued to bill. Finally I just got fed up and transferred my business elsewhere, when I called to
cancel the representative was very argumentative and told me they would cancel our service from a certain date but only on the 4 lines. They want to continue to charge me for the 2 lines they added (for billing purposes only). How messed up is that. What a rip off this company is. Don't get
hooked up with them.

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mkus
, US
Jul 30, 2013 8:29 pm EDT
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Same with me. On their July statement they hit me with all kinds of new charges which never existed before. I'm looking for a different provider.

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ShellyJac
Little Egg Harbor Township, US
Jul 15, 2013 4:59 pm EDT

I was disconnected due to none payment. My phone had been with Covista on direct debit for years. We had Superstorm Sandy and I had some illnesses throughout the beginning of the year. I paid for my disconnected service and asked for it to be reconnected so that I could have the cable company take over the service. They took my payment and told me I did not have to do anything else but they could not turn on my service because I needed to sign a contract. I did not want to sign a contract with them. Today after the cable company called to tell me there was still a problem with my phone number, I called Birch and finally got them to reconnect the line but they want an additional $65 reconnection fee, but also can not tell me when the phone will be back on,

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4:41 pm EDT
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Birch Communications Do not do business with them! (Negligence, Deciet, Lies, incompetent)

I have been without phone service for 9 days to a business. My service went out on 10/4/12 and has been out ever since. The tech support has been the worst i've ever seen. For the last 3 days tech support was no show and no call. Every day when we call they tell us tech support will be there the next day (guaranteed)...they never show. I am starting to believe that tech's were never called or scheduled in the first place. Never have I had technicians no show for multiple days. What do I have to do to even get a tech to come out and check the lines? I have never had such crappy service from a phone company before and advise anyone interested in doing business with them to stay away. They will not fix your problems.

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LauraW
Kansas City, US
Oct 23, 2012 11:44 am EDT

My name is Laura Wagner and I work in the Marketing Dept. for Birch Communications. I am sorry to hear about your issue. The issue you describe is not normal for our customers. Please contact me at laura.wagner@birch.com with your contact phone number and account number if available. I will work with our Director of Customer Care to see if there is anything we can do to to resolve this issue for you.

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11:43 am EDT

Birch Communications It is extortion

I am using Birch Phone Company services for some time. All the bills were paid in time and today I discovered that my phone is switched off. I thought it is a mistake and I called them to solve this problem. But they told they can’t help me. I think they want money for turning off. It is extortion.

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LauraW
Kansas City, US
Sep 12, 2012 8:02 am EDT

My name is Laura, and I am a Marketing Manager with Birch Communications. I am sorry to hear about your experience. At Birch, we pride ourselves on our customer service. Please forward your contact phone number and/or account number to me at laura.wagner@birch.com. I will share your information with our Director of Customer Care. She, or a member of her team, may be able to do more for you and possibly resolve some of these issues. Thank you.

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11:18 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Birch Communications Deceitful agreements

Birch called trying to get me to switch phone companies in 2008. THey promised me my total fees would be$50/month. They recorded my responses to their agreement for their records. I agreed to use Birch for 24 months. No mention of any extension of a yearly contract. In fact instead of saying 2 years they said 24 months implying after that period I would be on a month by month and not year by year agreement. 31 months later I moved out of state and changed phone companies, something I have done numerous times in the past with out having to do it in writing or receiving any early termination penalties. Birch sent me a bill with a $200 early termination fee along with my monthly bill. the first time I heard of a yearly contract or early termination fees was when I inquired about the bill. Their excuse for these practices is that "everybody does it". Not in my experience - only Birch does it in my experience.

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Birch laughable
, US
Aug 25, 2016 7:31 pm EDT

I'm going through the same thing right now. They have the nerve to tell me that they are going to charge me $200 fee to retrieve the equipment where there is no mention of a specific fee and is clearly stated in my contract that a fee applies "should you not make it readily available" The equipment is in the exact place they installed it in 2006 and my business is open 8am to 5pm Monday through Friday for them to retrieve it. The other option is for me to mail it back to them, but now I fear that I will get a bill telling me that the equipment is inoperable in an attempt to squeeze more out of a loyal customer of 10 years.
Contract reads:
2.7 Following termination of the Services under this Contract you agree to either. (a) make all Cbeyond equipment and property available to us within a reasonable period, not to exceed thirty (30) days, or (b) pay us the replacement value of all equipment and other property that you do not make available to us. You agree that you shall be responsible for all cost that we incur in retrieving or attempting to retrieve our equipment and property should you not make it reasonably available.

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liz crump
, US
Mar 29, 2016 2:44 pm EDT
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we have been with birch since 2006. didnt know we were still in a contract come 2016 either way. I called in Oct. 2015 to cancel my service with birch. I was still getting bills every month and I would call every month to discuss with them why I am still getting bills. I finally got my Final Bill in March 2016 it was for 400.00 for equipment that I still had from 2006. I 've been speaking with Ben a manager and I told him how I am very upset with the way this has been handled from the beginning. I was NEVER told that I had to send the equipment back and I have spoken with several different managers and customer service rep (s) and NOT ONE person ever stated I need to send back the equipment. Ben stated he would see if they even wanted the equipment back because it was so old and of course they do. Now, at my expense that would come and get it for 200.00. After 10 years, REALLY. he stated my COTRACTED stated there would be a charge of 200.00 a contract that kept renewing every year, with out my consent or knowledge. We were never late paying and they never once asked my why I was cancelling after 10years of service., but they can tell me what I owe them. I will NEVER use Birch services again. CUSTOMER SERVICE NO LONGER EXIST! Liz Crump

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Barbara Timmerman
, US
Oct 26, 2015 4:40 pm EDT

Birch called me representing their self as AT&T said they could give me a lower rate.I said ok Finally after I agreed they told me they were Birch and this would be month to month without termination fees. They have not done anything they said So I called them and canceled. Going back to AT&T Today they sent a bill for$200.early cancelation I called them and they were very rude that I would have to pay anyway

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Nannee
, US
Oct 19, 2015 1:45 pm EDT

Birch communication called 3 times last week wanting to talk to me about my AT & T account, talking about reducing my bill. All 3 times I said, NO, I'm not interested, please don't call back. Today, Monday, here they go calling again. Me: Mama, your company called 3 times last week and all 3 times I gave you the same answer, NO! I do not want to switch to your company. How many times are you going to rape my ear to hear the same answer NO! If they call me again, I consider it sexual harassment. I've dealt with them before years ago. The bill was NEVER as low as they claimed it would be. It was sorry service on top of that. I rather deal with a company that when I call, they are there to fix the problem ASAP.

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Mike Rauf
south coffeyville, US
Jul 28, 2014 8:26 pm EDT

i got a call from birch communication about dropping my bill to around 69 dollars a month. they make me record my voice. the first bill was 69 dollars. By the i was a ATT customer too. after first bill it jumped to 189 per month. when i called me they told me that now they locked me into a contract. Be very careful from this company. I can not wait to go back to my old phone company. my email address is mikerauf20@gmail.com.

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4catsmama
Sikeston, US
Aug 30, 2011 1:52 pm EDT

I too got scammed by Birch Communications. In an attempt to lower monthly bills I switched the phone service from AT&T to Birch at the restaurant my sister and I operate. After the first bill arrived I realized my error when they were actually higher than AT&T. I called them and they gave some lame excuse that AT&T had some agreement with the city regarding a waived or reduced fee for 911 taxes. They also told me if I switched I would be subject to early termination fees. On August 21, due to poor sales and insufficient funds to pay bills, my sister closed the restaurant. When I called to disconnect the telephone line, I was told there would be a $1650.00 termination fee. I understand (a little bit) the termination fee, when switching from one company to another, but feel when you close a business, that falls into an entirely different category. AT &T doesn't charge when you disconnect and neither should any other company. That just proves Birch Communications business practices are shady. Oh, and when I explained to the accounting department rep our circumstances, she stated that I had been recorded agreeing to the "terms and conditions" of switching. She then said I should have asked what the terms and conditions were before agreeing. I'll tell you right now if I had known there was a $1650.00 fee attached to the transaction to disconnect my phone, I would have done what I normally do to telemarketing calls, HANG UP. I am contacting my state's attorney general about this matter and I personally will warn every person I come in contact with about my experience. Hopefully enough people will get fed up with unfair business practices such as Birch Communications has, and complain to their state representatives and businesses like Birch Communication will be shut down . Belinda-----Sikeston Missouri

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LauraW
Kansas City, US
Jul 25, 2011 7:55 pm EDT

My name is Laura and I’m in the Birch Marketing Dept. We take special measures to ensure our customers are aware of the contracts they enter into with Birch Communications. We verify every sale and have an independent third-party company record the transaction. Contracts and early termination fees are standard in our industry. I regret the confusion you experienced on this issue. Please email me at laura.wagner@birch.com regarding your experience with Birch Communications. I will partner with our Customer Care Director to help resolve your issue. Thank you.

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10:31 am EDT

Birch Communications Refused to help me

I can not sum up in 100 words how horrible this company has been to me. They have driven me to the brink of a complete meltdown. I have spoken to at least 10 people from this company and I have yet to receive a straight answer. I don't receive call backs when promised, I get employees passing the buck, and was told by a manager that if the VP of finance wont do her job he can not make her. He even went as far as calling her out by name! If you are looking for a company that bills you correctly or at least fixes their mistakes then you do not want Birch for any type of service. I have tried since December to resolve an issue and just when I finally thought it was fixed, I receive another bill that is still incorrect. When I called about it yesterday I was given attitude and disrespect and the same song and dance that I was given every other time. They will open a ticket and I never hear back from them. I have tried to be fair and give this company a chance but its just not worth the heartache month after month. I will be filing a report with the FCC and I hope that they can help me since Birch will not! All I want is a correct invoice, is that to much to ask?

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1:10 pm EST

Birch Communications Do not go with them

Do not go with Birch. No customer care . No customer appreciation. once you sign or think about signing they put you on contract and give you run around and try to collect money. DOn't pay let it go to collection agency then deal with collection agency it is easier and you can get away easy.

i so called owed them $2322 and i just finalized a deal with collection agency for $200. Be smart dont try to deal with them.

I think with this pace they will out of business pretty soon. I am sorry for the employees but it is the worst company i ever dealt with.

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Lisa Machado
Richmond, US
Jan 23, 2012 11:55 pm EST

please dont pay them at all obama said there is no contracting over phones because no signature u did not sign contract so dont pay nothin...

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Lisa Machado
Richmond, US
Jan 23, 2012 11:53 pm EST

well my name is leah and ive been screwed by birch communications and im tierd of it. when i first caled them they promised me that when i switched my services from the other company they promised to get same service cheaper prices, i didnt sign an aggrement or conract i dont sign contract with nobody.. two years later i had some problems in my business and the birch communicator told me i dont have in line insurance and i was wondering why i asked to hear the online recording and they told me to ask for a lawyer to hear the recording and i said did u ask me for a lawyer to record me when u called me for service.. please dont sign contract withn this company or u will give them free money cuz they like to charge small amounts that u would never notice on your bill each month and now its against the law to do contacts over the phone thats what obama said on tv ...so beware of this company they love to scam people...if you have questions pleae contact me at [protected] DONT EVER REFER FAMILY FRIENDS OR PEOPLE U KNOW TO THIS COMPANY>>>>>>> if u want to call me so we can get together to do something about this company please feel free to call...HOUSTON TIME NO LATER THAN 9 PM THANK YOU LEAH if you dont do anything they will lie and cheat you...

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LauraW
Kansas City, US
Mar 31, 2011 5:55 pm EDT

My name is Laura and I’m in the Birch Marketing Dept. We take special measures to ensure our customers are aware of the contracts they enter into with Birch Communications. We verify every sale and have an independent third-party company record the transaction. Contracts and early termination fees are standard in our industry. I regret the confusion you experienced on this issue. Please email me at laura.wagner@birch.com regarding your experience with Birch Communications. I will partner with our Customer Care Director to help resolve your issue. Thank you.

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Phone numbers

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