Nextiva
Reviews and Complaints

My complaint involves two separate contracts executed with a corporation based in the United States and a small business providing aging and personal care services. The corporation has experienced overall substandard services, frustration of purpose due to the corporation's failure to perform its contract services, and the corporation's failure to cure and inability to provide a suitable remedy. The corporation intentionally makes it extremely difficult for customers to cancel their services and imposes substantial termination fees that seem to be a form of punishment or penalty for terminating their services. In December , the corporation executed a 38-month contract with the corporation to provide HIPAA compliant VOIP and related Services. The corporation provided a 90-day warranty period under its Early Termination Fee Provision to evaluate the services. Due to the series of technical issues, this contract was cancelled and the corporation offered a new contract to address the service concerns. The corporation agreed to enter into the new agreement in hopes that the corporation would improve the services. The second contract was executed on June 1. Due to substandard services, the corporation submitted its notice of cancellation on July 7. The corporation refuses to release the corporation from the contract without substantial fees. Consequently, instead of releasing a dissatisfied customer from a long-term obligation, the corporation intended to trap the customer with a penalty-like cancellation fee of nearly 34 months despite providing only 36 days of service. Accordingly, the corporation is seeking to be released from the early termination fee (approximately $9,876.32), a refund of monies paid since July 7 (approximately $1,452.40), and a certified copy of all records of troubleshooting, internal complaints, and customer-driven records and files related to the services provided by the corporation from December 1, through November 30.

I entered into a 24 month contract with Nextiva to provide VOIP service for our businesses. During this 24 month period I added services occasionally as we grew, sometimes adding 1 line, sometimes more as I added business locations. When I added these lines, I was assured that this did not start over a new contract and would just be added to the existing contract. What I recently found out when I tried to cancel service is that linked in the contract I signed which specifically calls out 24 months, there is a clause in their T&C that states if I don't cancel my service before the end of the contract that it will automatically renew for the full term of the agreed term at the start of the contract. This was not made clear, and definitely not relayed to me as I grew the service and asked about how this would affect my contract. We have been taken advantage of and put into a very bad position since I was led to believe that because I was out of contract that I could cancel at any time. I have since change providers and am now stuck with 2 bills for VOIP service. In March I called Nextiva to ask if they could help because of COVID and our business being shut down. They did help, but said that they could give me 3 months free but that it would extend the term of my contract from 24 to 27 months - which by the end of the shutdown would mean that I would have fulfilled my term anyway. They did not explain that this would actually automatically push me into a brand new 27 month contract with them before our business even opened back up. Again, this seems predatory and has put our business in a very bad situation where we are being charged over $8,000 as an "early termination fee". I feel we have upheld our side of the contract and should not be cheated into paying for a contract that wasn't agreed to. We are still using loans to help our business succeed during a very challenging time and Nextiva is trying to cheat small businesses without legal departments.

I began my service with Nextiva 6 years ago. I decided to switch to a provider with more features. I inquired about porting my numbers on 8/22. On 9/22, I attempted to cancel. I was informed my contract had renewed 12 days prior, resulting in a 36-month payment obligation totaling $4000. I was previously unaware of any renewal fees. I was under the impression, as initially told, that after the first 36 months, my contract would be month-to-month. The representative mentioned they do not retain call records. My monthly bill suggests a monthly renewal, which reinforced my belief. The representative advised me to review the terms, which are extensive, with a crucial automatic renewal clause buried in section 8. This was not clearly communicated at the time of signing. I questioned if this clause existed in the 2016 terms and was told they were unsure, but the terms allow Nextiva to modify the contract. I've lodged a complaint with the regulatory authority and noted similar grievances from other customers. Despite being a reliable customer, I am now facing a dilemma with the company's lack of response and threats of debt collection for a contract extension I never agreed to. The situation is distressingly unethical.

On 5/2/2022 I spoke with *** in Tech Support about issues I was having with new users this is where is all started. During that call I was advised to upgrade to the new Nexitva OS platform and that she would have my sales rep reach out about upgrading. I never received a call from my rep and had to reach out again a few weeks later about call recording issues. Once I again I was told that my rep would reach out. Then again about a week later I reached back out to tech support about another issue I was having with call flows. I was told that the system I was on did not support call flows and that I would need to upgrade even though I had already made a call flow in the old platform. I asked if they could get my rep for me as no one had called me back. They finally had a rep named "JT" *** talk with me because it seems my normal rep was out for a month and no one thought to have someone else work with me. JT was all about getting us setup on the new platform and told us that they would handle transferring everything over. This took days to happen all while I had employees that I needed to setup. The day they finally started to transfer the numbers over it was supposed to only take a few minutes and that everyone needed to logout of their phone system. Hours later we finally had the numbers transferred over. Once we had the new phone systems up and running we noticed that our contacts in the old Nextiva account did not transfer over and then at this time after being on with support four over an hour stating oh we can't do this. So I had to login to our old account copy each contact one by one and paste them into the new account. A few weeks later I needed to review a call recording and nothing was there. I called support again and was told that it is now a different web address to get to this and a different login. I login and calls are not there and I was told that call recording was not turned on. Was not to be charged for old account.

I switched from conventional business phone lines to Nextiva for my small business. Concerned about tech support and phone features, I was initially impressed with the sales process and felt confident in Nextiva. Timing the switch with relocating my business, I was assured the phones had desired features like AirPods connectivity and call visibility. After setup, I needed further assistance but faced long waits for customer support, which was unacceptable as I needed to manage my business. Repeated attempts to reach support were futile, with excessive hold times. This poor customer service is intolerable, and despite a 12-month contract, I am considering legal action.

The company provides internet phone service. I acquired service from the company in or around the beginning of 2020 for a business I started around this time. I had a local phone number and a toll free 800 number. My company is an import/export company located in Greenbelt Maryland. My average monthly incoming calls for the first 12 months was approximately 10-15 local incoming calls per month. Due to Covid the business had a slow start and did not do much work. My issue with the company started on Feb 7th approximately. My account is set up to receive emails when someone leaves a message on the line. I received approximately 75 calls that left message. This went over the threshold and my account was charged over-usage fee. None of the calls actually came through to my actual phone line. The calls continued the next day, I called the company to report the problem and made them aware of the issues and the 800 number blocked until they could find out what the issue was and why the phone system appeared to be hacked. I spoke with Nick in customer service and he indicated he would look into the problem. After 3(02/11) days when I did not hear back from Nick, I called again and spoke with Dasha and a ticket was created. On 02/16 I called back and spoke with Ana and Nick and there was no resolution to the phone line being hacked. I was told The company said they would keep me informed of what was going on. After 10 days I called back on 02/26 and spoke with Julian and Nick with no solution. Additionally my average monthly bill was $41 for the 1st 12 months of service. Once the problem took place my Feb bill at the end of the month was 1,075 dollars. I also supplied the company emails from the 3 of the message for the particular days of Feb 7th and 8th.I want the fraudulent charges removed from the bill. On March 26th I received a email indicating the account will no be corrected and I am responsible for all charges, despite not receiving 1 actual phone call

My small business signed up using Nextiva VOIP services years ago on 09/11. Recently, we tried to cancel our service only to find out that I would have to pay over $750 in Early Termination Fees (***), due to a 2 year service term. I was misled by the salesman during the initial service agreement! The salesman told me about the initial 2 year service term, however, he misled me about the 30 day termination notice after the initial 2 year service agreement was completed. I'll outline additional difficulties and deceptions below:1. He led me to believe that after the initial 2 year term, there was a month-to-month service arrangement and a simple 30 day termination notice needed. Additionally, during the 'signing' of the agreement, I had already been on the phone for quite some time and the salesman 'paraphrased' the terms/conditions over the phone to speed things along. I read through the 1 page agreement, which had a link to an additional Terms and Conditions Page, which contained over *** words! This was the document that Nextiva referenced to enforce the *** when I tried to cancel.2. During the original sales call, I was lied to about the compatibility of the Internet Router that I was using and the compatibility of the phones I ordered. Subsequently, I was directed us to purchase an additional router with a certain type of 'Tomato' technology. He assured us that the router was compatible with our internet provider and that is was absolutely necessary for service to begin with Nextiva. This resulted in months of issues with our Internet provider, as the router was NOT compatible and it cost us extra, unnecessary dollars. It turned out that the 'Tomato' tech was NOT required, except that Nextiva preferred it for the sole purpose to allow Nextiva service technicians the ability to remotely access our phone system for repairs. I wasn't allowed to return the router to Nextiva AND not only didn't need it but couldn't use it.3. Most recently, we were forced into an 'upgraded' Nextiva app that never worked properly. I had 2 service tickets opened and both said that the issue was resolved, whereas neither time was successful. After 4.5 years of service and payments to this company, having been misled by its representatives several times resulting in extra unnecessary expenses, and considering our recent poor experience with the 'upgrades', it is not only reasonable to terminate the agreement without ANY financial 'penalties' being imposed, is should be considered down right good customer service.Additionally, I've spent HOURS on the phone trying to get this resolved and my service cancelled. I received an email regarding the cancellation terms and they closed the case. I immediately responded to the email and then again a few days later and have not heard back from them, yet. I'm on hold on the phone now for nearly 30 minutes while I write this complaint.

Nextiva are the worst! Terrible service! Cuts out all the time. On cancelling they are still charging my card a year later and claiming they got no cancellation! We are reporting it to bank as fraud! Dimitri their so called manager of customer service was sarcastic, rude, shouted over everything I said and had no interest in resolving the problem! As a professional business woman we have worked with many companies never had this unprofessional fraudster service ever they claim they keep recordings of conversations when I asked them to pull mine they said oh we don't keep them that long! Convenient!