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1.4 45 Reviews

Ooma Complaints Summary

4 Resolved
41 Unresolved
Our verdict: If considering services from Ooma with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Ooma reviews & complaints 45

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N
5:10 pm EST

Ooma Phone

All I ordered on or about Jan. 31, 2022 was a basic telephone to go into the wall. On the 5th of Febuary, I received a large white apparatus and a phone.

The white device was a 4G base for internet. This was not what I wanted. I never was told the phone had to be bought with internet devices. I was shuffled around to 3 different people. The last one put me down. He was degrading my intellect. I was furious! He needs to send me a return label. I am waiting so it can all be returned.

Desired outcome: Refunded

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6:51 pm EDT

Ooma Poor service and unusual charges

1) The personal voice mail greeting is very scratchy. I have re-recorded it many times w/o any improvement. I've called customer service several times about it, to no avail.
2) One must buy the $10/month premium service to see the name of the caller on your phone screen. The caller's name should be basic info. This is a shoddy way to get an extra $10 from customers.
3) Many customer service reps speak poor English and/or are not well trained.
4) Beware! Ooma automatically provides Premium service for the first 2 months. If you don't unsubscribe before the deadline, you will be charged.
5) The website states a $39 charge for porting, but I was billed $45+. BTW, Comcast, from which my phone number was ported, does not charge for porting, so Ooma's charge is robbery.

When I tried to submit this review on Ooma's website, it did not upload.

Desired outcome: Greatly improve their service

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Janet Bass-Eddington
, US
Jan 23, 2023 12:50 pm EST

What is "REALLY" the difference between basic and premier service EXCEPT the cost?

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K
8:56 am EDT

Ooma Ooma business

I signed up in Jan and was told that I had a free 3 mo trial period, then my # would be ‘ported' to OOMA. I had many issue in that time & wanted to cancel, but rep begged me to stay. I was being billed for both spectrum & Ooma the whole time. When I cancelled, they tried to charge $150 for equip cuz I canceled w/in the trial period. DO NOT TRUST!

Desired outcome: I want my $ back!

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7:46 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Ooma Ooma Makes It Impossible to Stop Service.

Ooma is like Hotel California, you can stop using it anytime you like, but you can never leave! They have easy online signup. But, you can only stop service if you call in. When you call, you will be placed on hold forever. I've called many times, always the same result--no answer. Spent hours on hold!

Finally, I cancelled my credit card to stop the payments. Guess what? Now they send me to a collection agency. And, when I told the collection agency to stop the service, she said I would need to call Ooma!

Stay away from this company unless you want a lifetime commitment.

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imjnla2
, US
Mar 27, 2022 10:14 pm EDT

Ooma billed me for 6 months after I ported my number to another service. Can you say inept or is it their MO hoping people won't find out. They don't do anything very well- customer service and tech support - What else is there?

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R
3:10 pm EDT

Ooma Double charges

I ordered one OOMA unit from J L and paid by VISA ending 4751 on Aug. 12, 2020 morning. — Order A,
My wife got a similar phone call from Mack saying I did not pay on the same day. She paid it by VISA ending 4026. — Order B

I found the double charges on my order. I called J R and complained the charges. I also cancelled the orders, yes, both orders on the phone with the service persons on Aug. 12, 2020.

We called again to confirm the cancellations on Aug. 14, and got promise to the cancellations.

I got two boxes from OOMA two days ago, and I want to return them back. Please email me the procedures.

Please send me the shipping labels for two boxes. This is not our fault, and we do not feel obligated to pay for the shipping. Please call me if necessary.

Thanks.

Rocky [protected]
[protected]@gmail.com
Aug. 26, 2020

A. your order number is: OID-225-3bwfzpfg276zanwc
Sincerely,
JL

Ooma Sales Representative
Sales: [protected] (Ooma)
Mon - Fri: 5AM to 5PM (PST)
Sat - Sun: 8am to 5pm (PST)
Question Reference # [protected]

Date Created: 08/12/2020 10:55 AM
Date Last Updated: 08/12/2020 02:19 PM
Status: Closed

B. your order number is: OID-225-j8e6t3u4wssg69ec

Item(s): Brand New Telo with 1 year Hardware Warranty
Subtotal: $99.99
Tax: $7.75
Order Total: $107.74

Free shipping and handling with 30 days return policy

If you have any questions or concerns, you can contact our Sales Center at [protected]-OOMA (6662) from Monday to Sunday, 5AM to 5PM (PST).

Thank you for choosing Ooma.

Sincerely,

Mack

Ooma Sales Representative
Sales: [protected] (Ooma)
Mon - Fri: 5AM to 5PM (PST)
Sat - Sun: 8am to 5pm (PST)
Question Reference # [protected]

Date Created: 08/12/2020 11:10 AM
Date Last Updated: 08/12/2020 11:10 AM
Status: Closed

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8:01 pm EDT

Ooma Customer service

I returned a unit that I purchased and have documentation of every step of the way of purchasing and return. Ooma has conveniently calibrated all of its means of communication (live chat, telephone etc...) used to locate the clients are based upon the new telephone number that would be associated with your ooma account only after activating your new device. Unfortunately this leaves all buyers who want to return their unit up [censored]e's creek since you cannot activate your device if you don't take it out of the box and they can't find your account information without it. I have spent 3 hours with all my information and documentation and order number and dates and proof of delivery etc... At hand only to have to face snarky representatives in some far off malaysian country who all had the most bizarre and smug humanoid attributes and the poorest listening skills imaginable. No matter what detailed information I gave them they all just kept repeating "um-hum" as if they agreed or understood yet right back to the script they went totally dodging my inquiries. If you want to have a stroke, spend an hour with ooma client care. After multiple attempts and a lot of my time I was able to resolve the issue and promised a refund. I have 3-5 days to see if it materializes. Ma bell, where have you gone? I'd give anything to have my copper landline back again. Globalization is 666.

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R
10:50 pm EDT

Ooma Double billing

I placed an order for a wifi adapter on Sat June 1 and recieved an alert from my bank that 2 charges were made to my account, I called and talked to an ooma rep and she said she would make a request to have 1 charge dropped and call me back, No one called, Is this is the service I can expect. My phone number is [protected]
Either get this corrected or cancel my order completely, I can get the same product from amazon cheaper.

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3:30 pm EDT

Ooma Sales agent

I doubt that this will go to anyone who cares, but I had a problem with not receiving an order, and a tracking number that was sent to me didn't work. I got an agent name Louis that was horribly rude And condescending and unhelpful.To the point of telling me what I say can't be possible, even though I was reading it from an email I got from OOMA. If I had gotten him when I called for info and to order, I never would have ordered a telos. I called back and got a helpful agent named Christine, and she fixed my record that he said he had fixed and transferred me to a supervisor as I requested. I hung up after waiting 15 minutes! I see an awful lot of complaints about OOMAs customer service, with agents like Louis I can see why. I worked as a supervisor with an airline reservations office, and customer svc at a very busy airport. I know how to deal with people. There are always agents you may not be happy with, but I have NEVER called to complain about anyone until now. I bet I will never hear anything back about this, but you can bet other people will hear what happened by reviews and word of mouth.
This all happened about 230pm on the 26th of April. The reference number Christine gave me is [protected], and my order number is OID-107-vh9x8ncevnghxqnv.
Nancy Kondash

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SUN VALLEY, US
Feb 20, 2023 7:05 am EST

Unbelievable! Can you believe this company? I read many other reviews about how rude the customer service is, I've never seen anything like this! Anyway after reading your review I feel for you, I hope you get decent results!

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11:52 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ooma Ooma voip quality

When I first purchased the Ooma phone the speech quality both sending and receiving was acceptable. After the trial period and after I did not purchase any additional services, things began to go downhill. People on receiving end began to complain about speech breaking up. It has continued to deteriorate to the point that it is unusable. Calling customer support is no help. They say that they can hear me just fine and there is nothing they can do. That was about all I could understand as the customer rep spoke with a foreign accent. She said some other things but I could not understand her even after asking her to slow down and speak slowly. After that I just hung up in frustration.

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imjnla2
, US
Mar 27, 2022 10:17 pm EDT

Welcome to the land of frustration with OOMA and offshore support. Some companies get better with time. Ooma has become worse. File with the PUC or FTC and the BBB. Make it costly for them to sidestep responsibility.

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mgoyal@nc.rr.com
, US
Dec 26, 2018 8:39 pm EST

I was using the Ooma (VOIP ) telephone service for several years. One day the box connecting me to Ooma system (TRELO) suddenly died (not even the power light would come on). When I contacted Ooma for help they sold me newer TELO for $96.73 (including shipping) on Sep. 12.
I received the TELO a few days later. I had problems with the new TELO. The telephone calls would suddenly end. I contacted their technical staff help several times over the next few week but the problem was not resolved. Thus, I returned the TELO on Oct. 24 and cancelled my telephone service from Ooma. When I requested refund for the defective TELO that was returned to them, they refused to refund since it over 30 days when the TELO was returned.
Thus, I want to say that the telephone did not work and they would not even refund my money. Ooma tele[hone service is terrible and not customer friendly.

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R
12:29 am EST

Ooma ooma telo porting

I am almost 85 years old, a customer of OOMA for many years now recovering from a stroke. Also, in the hospital for rehab in many areas as it is frontal lobe effects. Thus, appointed a trusted friend as Power of Attorney for everything.

The problem started when OOMA ported my friends telo # to my home address which is about 1 mile away, different phone, addresses etc many months ago. We have asked OOMA to correct their mistakes as I need to open my own account to see my legion's, block telemarketers, etc. It's been several months, several days, hours...Yet, OOMA will not/cannot fix the problem they created and give me my own account. Thus, am asking anyone including The FTC, Attorney Generals Office to contact OOMA for seemingly False Advertising, Inability to provide tech service etc.

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imjnla2
, US
Mar 27, 2022 10:20 pm EDT

Don't forget the Better Business Bureau - they actually try to get results. Government agencies don't do squat for you as an individual.

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8:13 pm EDT

Ooma ooma telo

I purchasesed online the above system 7/12/17 at 5;00 Pm. I want to cancel the order for I have use the phone system of the internet provieder to get the internet. Some game. Please send an email confirming the cancellation. Sorry for the inconvenience. Charles Shelton 1614 Wolverton, Camarillo, Ca.93010 [protected]. There was no order number on the order confirmation.

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9:06 am EDT

Ooma Bogus tax

Ooma recently increased my taxes by 43%. They refuse to explain the tax and will only cut and paste a canned response that basically says they just pass through the taxes.

However, when I ask them for the name, address, email, phone number etc for the taxing entity they list on the bill, they will not respond to my questions.

I am now confident that this is a bogus tax and is simply a way for Ooma to boost revenues.

Their customer service on this issue has been horrible at best.

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Update by D3C3
May 26, 2017 4:49 pm EDT

Interestingly, after posting my original comment, I get an email from Ooma corporate later the same day. Hmmm. After trading a few emails, it turns out the fee in question was a "Municipal Right of Way" fee authorized and set by the State of Texas. Unfortunately, it took over 20 emails and 2 months of my time to get this simple answer to a simple question. So, foreign sourced customer service and lack of proper training led to this major episode of incompetence on Ooma's part.

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10:20 am EDT

Ooma Telo

Singed up 8 months ago. Anyone on the other end gets an echo and feedback always. Complained to ooma about it. Nothing done. The thing has now stopped working altogether since july 6. I'm still being billed. Ooma will do nothing. What a piece of crap. These people should be in jail for theft!

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6:15 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ooma Unauthorized charges

Hello, I own small car dealership in Richmond, Va. When I was chatting with OOMA sales and inquiring about signing up, he gave me a great introductory price for all the equipment I needed to get started. Well long story short, I was quoted around $60/month for two phone lines and 4 extensions. Turns out that every extension you get with OOMA they consider that a separate phone line and charge all the phone taxes that go along with it. My $60/month, $30/month in TAXES/FEES(that Right!) $30 in taxes, i was paying almost $100/Month. All extensions are bluetooth modules that you plug in and if customer calls your business, they can tell the main base which module to ring. Basically paying $30/month for call forwarding. I just spoke with customer service and she asked for my phone number and said she will call me tomorrow, LOL! OH? one other thing, if you are porting your phone numbers over, make sure you call customer service and have them remove your temporary number from your account as soon as the port is complete, or they will charge you for 4 phone numbers and however many extensions you may have selected. thats what they did to me.

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4:12 pm EST

Ooma Service complaint

I have been using OOMA for over 2 years now. Recently I am having trouble with their service while using calling card to make international calls. It looks like they are blocking the use of calling cards from OOMA in order to force customers to use their pwn international calling packages. Chatting with and talking to the OOMA support has not helped. All they do it to ask us to reboot the device and try again. Their technical support is either incompetent or they are intentionally not addressing the problem.

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Jake Neifert  
Jake Neifert  
, US
Feb 11, 2016 10:34 am EST

I have been using the OOMA core since 1/1/2010. I have the Premier plan, which only costs $10 a month. It is cheaper than what I had w/ Frontier for $32 a month (no features).

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6:53 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Ooma Voip phone service

OOMA has Poor quality Customer Service. Ready for that? It will be your life with them. OOMA looks for ANY reason to disconnect "unprofitable to them" grandfathered in accounts - even if they are bought & paid for by the customers. I used the OOMA box for a few years. Disconnected it because of a remodel. Ooma then turned off my ENTIRE PHONE service & WEBSITE, VOICEMAIL access because my VOIP box wasn't hooked up for 6 months. I was still on the website getting voice mails, responding to calls, screening and filing phone numbers & giving them names, etc. They sent me an email to an Odd email account I have with body of content saying this: "Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 3 days. Thank you for allowing us to be of service to you." I would be done worrying about these emails like this because I have no worries or cautions. I don't remember reading this email but this body text has no alerts of impending doom to your Telephone Service! Cust Service said that's the e-mail indicating they'll disconnect my phone. Digging deeper toward the bottom of superfluous email (I thought) I found this content now: "Unfortunately, it does not appear that you have had the opportunity to use your Ooma device. Per our standard Terms and Conditions, accounts which have been inactive for more than 6 months will be automatically closed. This means that you will lose your Ooma phone service, current phone number, voicemail messages, account settings and 911 service." NOW, after OOMA disconnected my account they want to increase my monthly fee from $0/mo I was paying to approx. $10 to $20/mo AND I Lost access to the phone number! When you call to complain they WILL be UNABLE to help because they keep repeating "terms & conditions" but there are no "Terms & Conditions" they will (or can) provide me (!?!?!) They offer no words or actions to undo the planting of their destructive IED's and prevent them from exploding underneath my body. (Melodramatic, OK). But there's a permanency to their actions

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Diane Tremblay
, US
Dec 27, 2015 2:59 pm EST

Ooma did change a lot of "Terms and Conditions". When I bought the Ooma Telo, few years ago, I could make unlimited long-distance calls within US and Canada for 3, 98$ per month.
They increase the monthly fees to 4, 98$ saying that some canadian laws make them charge a new tax (the city tax ). I ask my friends if their phone bills did increase and the answer was unanimisly "nope". I then asked Ooma to send me some law reference to be able to check if they charged me the right amount. The only answer was "the laws have change, we must charge you for this new tax"
By rereading the "Terms and Conditions" I discover that, by the time, the unlimited free calls to US had disappear ! Without any specific notification regarding this aspect.
And I also discover that they charge a 3, 9c fee for each international call plus the rate per minute.
So yes Ooma doesn't respect really well their customers.

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1:20 pm EDT

Ooma Horrible customer services.

The customer services of Ooma Inc are really terrible and completely unprofessional. They haven’t done what they have promised, so I called them and spoke with very nice guy. He assured me that it small mistake and they would fix it soon; however after our conversation nothing was changed. They were nice on phone, but they did nothing in order to help you. I was completely disappointed and decided to share my experience with other people.

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10:48 am EDT

Ooma Poor customer service

Incident 8/4/2015, Incident number - [protected] Not happy. 2 phone adapters inside of 5 months failed(these were new, not refurbished). The first adapter was DOA and a replacement was sent in a few days. The replacement died and now I am without phone service for over a week. I am one of their "Premier Customers"...just imagine if I was a "basic only customer" . I will have to think long and hard about renewing service next year. Seems adapters are a weak point. off-shore customer service not very helpful. When the ooma is working, sound quality is very good. Asked for an extension on my service because of this major inconvenience and was denied. I am getting back $15 credit. Resolve? If these phone adapters are this unreliable, then I would like a working, backup adapter on sight.

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4:16 pm EDT

Ooma Clarification of issues

I read the complaints and for the most part they are due to the misunderstanding of the customer. I was very thorough in my investigation before I enrolled for services since it caused me to purchase a piece of hardware. Their charges are exactly as represented by them. Their phone quality seems to improve as time goes on, not that it was bad in the beginning

That monthly fee that keeps coming is not their fees but federally mandated fees that cannot be prepaid. It is a non profit item to the this telephone service provider and any other telephone service provider including the cell companies. I fought that battle long ago and I discovered that big government had its nose, once again, in our private affairs. Once you discover what these taxes are for you will be even more displeased. If you want to change it, vote to make government smaller and then perhaps you will find these annoying intrusions into your life will decrease.

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Phil Eades
, US
Oct 26, 2019 10:32 pm EDT

I ordered an Ooma device on line and was charged twice and a third time for a strange amount. I called them to have the bad charges removed and after being put on hold several times they said I needed to dispute them through my bank. Terrible customer service to start the experience with!

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Bill Cory
, US
May 21, 2019 6:49 pm EDT

The telo phone does not work for phone ladders. When I'm asked to press a number to be transferred to the appropriate department, they do not get the number that I pressed. Very frustrating.

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artman102
, US
Jul 27, 2022 4:22 pm EDT
Replying to comment of Bill Cory

That could be your phone because we have never had such a problem. Been with OOMA for many years.

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7:40 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Ooma ooma fcc fee & other fee's

Purchase Ooma Phone Service, bought the Telo, 2 HD cordless Handsets, and paid for my service for the whole year in advance to avoid worrying about a monthly bill, but what I did know is that the keep charging you every month Regulatory Compliance Fee $1.78, 911 Service Fee $1.59, and a Federal Universal Service Charge and Regulatory Fees $0.45. Now when I talked to their sales rep when I purchased everything, I asked by me paying for the year service for a year in advance this will include all fees right and their rep answered yes and by you going ahead and paying your service for a year in advance entitles you to a free HD Cordless all you do is pay for shipping and handling. I said okay. The next month while trying to make a phone call I received a message stating, their seems to be problem with your billing information please give us to avoid any other interruptions to your service. So I called into Customer Service and told them I got message from your system that there is a problem with my billing information, and the rep said yes I answered How? When I paid for my for a year...He said well you paid for your service for a year, but because Regulatory Compliance Fee, 911 Service Fee, and a Federal Universal Service Charge and Regulatory Fees are subject to change we have to bill you monthly. That's BULL I had other VOIP services and paid either for a year to two years ahead and taxes and regulatory fees were all paid within those transactions. Think twice before purchasing the call quality is not they claim they even claim this by having you listen audio file on line, but everyone I have called said they have a hard time hearing me or it breaks up and I have a high end connection.

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Janet Bass-Eddington
, US
Jan 23, 2023 12:39 pm EST

I contacted Ooma because a yearly premier charge(renewal) was added to my credit card (without my approval). Also, I asked about my billing history, which was not available on my cellphone(will try desktop)!

I requested a CLEAR explanation of all the taxes and fees! I assumed that if the annual fee is NOW $119.00 every fee should be included?!

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billtab1
, US
Nov 01, 2010 9:56 pm EDT

I purchased and received an Ooma Telo 3-weeks ago. The power adapter does not fit the unit, and therefore I am not able to power up the unit, and Ooma has been unresponsive in correcting the issue.

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James Harwell
Meridian, US
Dec 05, 2014 3:25 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My experience is similar and after confronting the rep with this info and claiming fraud, he disconnected me. When I called last month after getting these messages that my credit card wouldn't go through, I called to tell them I had paid $99.00 in advance. Oh, he had no record of that payment but not to worry, he could let me have the same thing for only $63.72 for the whole year. Fine, I say. Now this month, he tells me, oh, your monthly fees are and additional $3.81 per month. When I say "BULL", he disconnects.
I see a class-action suit coming.

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