Broadview Networks, Inc.

Review: Our company currently utilizes Broadview Networks and affiliate of Verizon as our phone provider. Within the last two months we have seen unusual charges on our telephone bill. Upon contacting Broadview Networks they have advised that they cannot issue a credit against these calls because they are calls being made to our company’s toll free number. I tried to explain to Broadview Networks that the hours that the calls have been made are done after business hours. Our hours are from 9:00am - 5:00pm. These calls are taking place from 12:00am - 8:37am. Last month we incurred charges totaling $55.00, this month we have incurred charges totaling $45.00. Broadview Networks then tried to explain that our answering machine is picking up the calls. This is untrue. We do not have an answering machine here at our company.

The phone numbers & locations that we are incurring these charges for are as follows:

###-###-#### from Southhold, NY - Call duration was 60.5 minutes

###-###-#### from Spring Valley, NY - Call duration was 60.5 minutes

###-###-#### from Sackets Harbor, NY - Call duration was 60.0 minutes

###-###-#### from Del Rio, TX - Call duration was 60.5 minutes

###-###-#### from Burkburnet, TX - Call duration was 60.5 minutes

###-###-#### from Naples, FL - Call duration was 60.5 minutes

###-###-#### from Plant City, FL - Call duration was 60.5 minutes

###-###-#### from Puntagorda, FL - Call duration was 60.5 minutes

###-###-#### from Dallas, TX - Call duration was 60.0 minutes

###-###-#### from Houston, TX - Call duration was 52.5 minutes

Our company depends on this toll free number as our suppliers utilize this number to forward us customers. Broadview Networks cannot give a valid explanation as to why this is happening and they do not seem to know or want to fix it. Rather than give us a credit for these calls they have issued a $100 E Credit which in all honesty I have no idea what that is. Needless to say they still are asking for payment in full. This is stealing not to mention deceitful. We don't know where else to turn to handle this situation as we cannot possibly pay for calls which we have not received nor made. Broadview has also suggested that we file a complaint on the Internet Crime complaint center. Upon going on this website we have found that is does not pertain to this type of scenario but rather internet crimes. I would also like to mention that they also explained that because these calls are coming in our toll free line that it is still our responsibility. We pay extra each month to have a toll free number and as the consumer I should only be held liable for the cost of the toll free line and any and all legitimate calls made/received during business hours. I would also like to mention that we have had this 800 number for years and this issue just started on last month’s bill (November/December).Desired Settlement: I would like Broadview to issue the proper credit against our account not an E credit. In addition, I would like them to figure out why we are getting these charges and fix the problem in it's entirety. We cannot possible be held accountable for something that is beyond our own control as we are not the phone provider.

Business

Response:

[redacted] Dispute has been resolved by: December **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that reviewing this account we found that since invoice dated October *, 2015 this customer has called into Broadview Networks disputing charges associated with calls made into his toll free number outside of his business hours and calls have long durations. When customer initially reported this to Broadview Networks on October **, 2015 Broadview Networks did credit customer back for the disputed charges which totaled $46.73 however, this customer was also, advised that he needs to have his phone system checked as it appears that his system may have been hacked. Please be advised that customer premise equipment falls outside of Broadview Networks area of responsibility and unless equipment is purchased or leased from Broadview Networks our technicians cannot check or perform any work on the equipment. After receipt of this complaint [redacted] was again educated on the fact that it appears that his equipment had been hacked and he was urged to enlist the assistance of his equipment vendor. As a courtesy Broadview Networks contacted [redacted]’s equipment vendor and explained the issues [redacted] has been facing for the past few months. The equipment vendor ensured us that they will be contacting [redacted] to make arrangements to dispatch out a technician. As of today December **, 2015 Broadview Networks made a follow up call to [redacted] to confirm that his vendor had contacted him. [redacted] advised that he had spoken with his vendor and his vendor will be setting up passwords to secure his equipment. Broadview Networks advises that though we are not responsible for ensuring that customer premise equipment is secured as a one time courtesy we have credited back disputed charges billed on invoice dated November *, 2015 which total $57.91 and December *, 2015 which total $40.88. If these charges shall appear on future invoices Broadview Networks will be unable to provide credit due to customer bearing the onus of ensuring that equipment is secured. Broadview Networks advises that based on the above we find this matter to be resolved. The disputed calls were isolated to be caused by hacking of the customer’s phone system. Though Broadview Networks had previously advised customer that there phone system should be checked customer failed to adhere to this suggestion which caused continuous hacking. Broadview Networks has credited back charges associated with calls that were the result of customer’s system being hacked. Lisa T[redacted] Complaint #: [redacted] Legal & Regulatory Specialist Date: December **, 2015

Review: We left vmails and emails for [redacted] at Broadview on August [redacted] and Sep * in relation to our moving our services to a different carrier. With no response we finally [redacted] at Broadview (###-###-####) on Sep * and advised we were moving services. Ref# [redacted]. Our lines were supposed to transfer on 10**. Broadview decided not to port our lines on that date and were not ported until 10/**. They way their billing system works, we had already paid for our October service....of which we feel all of it should be returned. Now they are billing us for November.Desired Settlement: We expect a refund check of $349.63 for October services not used and for Broadview to drop the November billing and finally close out our account.

Business

Response:

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted Mr. [redacted]. When attempting to go over Broadview Networks findings with Mr. [redacted] he became extremely irate using a high level of profanity. Mr. [redacted] was asked to refrain from using profanity or I would not be able to assist him, Mr. [redacted] responded “bye” and disconnected call.

Mr. [redacted] alleges that his invoice dated November **, 2013 is not valid due to the fact that his services ported out in October and therefore no further invoices should be generated. Broadview Networks advises that this customer had an Office Suite circuit with five (5) telephone numbers running off of it. We would first like to advise that disconnecting the circuit disconnects all telephone numbers running off of the circuit as well. Broadview Networks advises that we find Mr. [redacted]’s allegations regarding Broadview Networks holding his telephone numbers hostage to be false. Broadview Networks records indicate that on September **, 2013 we received an LSR order (port order) requesting that Broadview Networks ports out two (2) telephone numbers, however, within the order the winning carrier indicated that the order was a full port though they did not list all telephone number to be ported, as stated above there were only two (2) telephone numbers listed, within this order the winning carrier also, indicated the BTN in the ATN field of order. This order was rejected and the winning carrier was advised to pull and review the Customer Service Record and adjust order accordingly and resubmit. On October **, 2013 the winning carrier submitted the exact order which was submitted on September **, 2013 without making any of the necessary changes which caused the order to be rejected previously, therefore, this order was also, rejected. On October **, 2013 the winning carrier submitted the corrected order to have Broadview Networks port over telephone numbers ###-###-#### and ###-###-####. This order was processed and both telephone numbers were released to the winning carrier on October **, 2013.

Following the porting of the two telephone numbers indicated above the Office Suite circuit as well as the three telephone numbers running off of it remained active and therefore the circuit continued to bill as we did not receive the completed Letter of Disconnect from customer. On November **, 2013 Broadview Networks received a call from [redacted] who called in to dispute invoice dated November **, 2013 and to advise that services were ported out. Mr. [redacted] was advised that we had not receive the Letter of Disconnect for his Office Suite circuit and therefore, the circuit as well as the remaining three telephone numbers remained active. On November **, 2013 we received an email from [redacted] which also, included a Letter of Disconnect to disconnect the Office Suite circuit, this letter of disconnect was processed.

Reviewing the signed Letter of Disconnect which is included as an attachment to this response the Revdex.com will see that it does state “I understand that Broadview Networks requires 30 days advance notice for disconnecting service and our business will continue to be billed 30 days after Broadview Networks receives the form authorizing the disconnection of service, or 30 days from the date indicated on the form for the service to be disconnected, no less than the date received”. In this case the completed Letter of Disconnect was received on November **, 2013 and therefore, Broadview Networks is within there right to bill for an additional thirty days. In addition customer is attempting to hold Broadview Networks responsible for incorrect information they received from Access line Communications on September **, 2013. This issue needs to be addressed directly with Access line Communications.

Broadview Networks further advises that this customer has Broadview Networks equipment in there possession which they refuse to return. If equipment is not returned this customer will be billed for the equipment at well. In an attempt to resolve this matter Broadview Networks is willing to credit back charges billed on invoice dated November **, 2013 however, we can only credit back this invoice if we receive the equipment belonging to Broadview Networks which this customer has in there possession. Broadview Networks advises that if in fact this customer would like to take this settlement he can contact me, Lisa Taylor, directly at ###-###-####. If we do not receive the equipment or we do not hear back from customer collection actions will commence.

Broadview Networks has attached the following as supporting documentation:

Attachment A: Email from [redacted] which contains the completed Letter of Disconnect.

Attachment B: LSR order (port order) entails all orders received from winning carrier.

Attachment C: Email communications from Broadview Networks to [redacted] regarding the return of equipment.

Attachment D: Email from [redacted] to [redacted] advising that Broadview Networks is requesting that equipment be returned.

Attachment E: Email from [redacted] to [redacted] refusing to return equipment to Broadview Networks.

Attachment F: Email from Access line Communications (winning carrier) to [redacted].

[redacted] Case #: [redacted]

Legal & Regulatory Specialist

Review: Company sold a service and made all kind of promises until contract was signed and has lived up to nothing that was promised. we have had issues with not only install but service since install, phones are still not set up properly, eFax not working half the time(which is making us loose business) paging system not installed to phone system, 2 phones don't even work. have made numerous attempts to acct exec and customer service to get corrected and acct exec came in once after numerous phone calls back and forth and set up some things and send she would set up a date to come back and get things resolved, told them numerous times to pull the phones after the second week of service and they keep putting it off. when acct exec was here she said she was going to put a ticket in to get pulled and then the CEO received a email stating that it was going to cost her 9000.00 to go back to our old service. she also made promises about crediting incorrect billing(as the bill was suppose to be 75.00 cheaper than our old service and has turned out to be anywhere from 200.00 to 400.00 more each month, varies monthly), she also stated to the CEO that she would be getting us 3 months free service and never received that. now have been trying business number, cell phone and still no return call to get issued resolved. cannot get ahold of anyone from corporate office and have had a install tech here twice and has left without getting any issues resolved and stated his last time here that he was not aware of the issues we were having and was going to contact his boss to call me right away(well its been 5 days now). called cust service and they would not give any info for corporate contacts or have anyone contact me.Desired Settlement: we would like the phones removed and old service returned at there cost and as soon as possible since this is effecting our business tremendously and also refund on the acct since they did not live up to there contract of what their sales assoc has promised from the start

Business

Response:

The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: July *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this case. Upon receipt of thiscase we immediately contacted [redacted] via telephone. When speaking with [redacted] he advised ofthe following issues that his company had with Broadview Network, immediately followingthe issues he reported is Broadview Networks resolution for each.Issue #1 Customer reported thathe cannot receive calls on the phone associated with extension [redacted]. The phone does not ring and he can only pickup the phone when it is on park. Healso, reported that he cannot hear the person on phone associated withextension [redacted]. In response to this reported issue Broadview Networks opened a repairticket and changes were made on the technical side to the customer set up. Upon completion the Broadview Networkstechnician confirmed with [redacted] that the service issues had been resolved.Issue #2 Customer advised thathis bill is much higher than price indicated in contractual agreement. Reviewing all invoices generated betweenApril 2015 and June 2015. We found that customer was billed for thenewly installed [redacted] service which did reflect the correct price however;he also, was billed for [redacted] service which was the previous service he hadbefore converting to [redacted]. Broadview Networks found that customer wasbilled for both services on invoices generated in April as well as May. Therefore, we credited this account for theincorrectly billed [redacted] service in the amount of $268.06 which includesapplicable taxes and surcharges. Wealso, provided a credit in the amount of $66.75 which covers the late fees andinterest billed on invoice dated June **, 2015.Issue #3 Customer reported thatthere fax telephone number was never converted from E-Fax to a [redacted] telephonenumber as they requested. Reviewing this matter I found that uponrequest from customer Broadview Networks did place an order with [redacted] tohave a [redacted] telephone number installed, please note that [redacted] is the LEC for the area which customer is located. [redacted] had to clear trouble in thefacilities which the line was to be installed therefore, this caused adelay. Upon installation of lineBroadview Networks dispatched a Broadview Networks technician out to performthe swapping of the lines, the Broadview Networks technician could not locatethe newly installed line. This matterhad to be referred back to [redacted]s to have them tag and locatethe newly installed line. After[redacted] tagged and located this line, Broadview Networkstechnician was dispatched to perform swapping of the lines. After confirming with customer that issuewas resolved Broadview Networks credited this customer $25.00 to cover chargebilled for E-Fax service on June **, 2015 and we have removed billing since theconversion of the line to a [redacted] line. Broadview Networks advises thatwe have reviewed billing in it’s entirety with this customer. We have corrected service issues andconfirmed with customer that service is working properly. We also, ensured that the telephone numberwhich customer no longer needed was disconnected as per customer’s request andwe provided credit in the amount of $142.62 which covers monthly recurringcharges on invoices dated April **, 2015, May **, 2015 and June **, 2015. The remaining issues which customer is beingassisted will be handled by the assigned Sales Representative, those issuesare: adhering to customer request for on site training of phone system, customer’srequest for a wireless headset, customer request to exchange one telephone fora different model, and customer request for an overhead paging system. It is believed that there was a strongmiscommunication and when trying to identify all issues customer had, however,Broadview Networks was able to resolve all reported issues. Customer has been provided with me, [redacted], direct contact number and email shall he require additionalassistance. Broadview Networks findsthis matter to be resolved.[redacted] Complaint#: [redacted] Date: July *, 2015

Review: I have been using this company for several years -- way beyond any initial commit I may or may not have made -- and they auto-renewed my "contract" and now want to charge my $1044 of early termination fees for two land lines.

Furthermore, if you want to cancel service, you have to submit paperwork, which they sit on for weeks while they continue to charge you.Desired Settlement: Zero out my bill and never contact me again.

Business

Response:

[redacted]

Dispute has been resolved by: June *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we contacted [redacted] via telephone to discuss the issuesreported within this complaint. [redacted] advised that he will not be paying Broadview Networks any money andhung up the phone.Broadview Networks advises thatwe find the allegations made within this complaint to be false. Broadview Networks advises that contrary tothe information reported by [redacted] the “Early Termination Fees” that he isdisputing is associated with a three (3) year contractual agreement signed onSeptember *, 2014 by [redacted]. This contractual agreement is associated with Broadview Networks FlexConnect product. This contractualagreement had a start date of October **, 2014 and a contractual end date ofOctober **, 2017. It is BroadviewNetworks position that [redacted] failed to adhere to the terms of thecontractual agreement and therefore “Early Termination Fees” will apply.Concerning [redacted]’sstatement “Furthermore, if you want to cancel service, you have to submitpaperwork, which they sit on for weeks while they continue to charge you”,Broadview Networks records reflect that on Friday May **, 2015 [redacted]called into Broadview Networks Customer Care Department requesting todisconnect remaining services (services which did not port out to anothercarrier) on this account. [redacted]was provided with a “Letter of Disconnect” which is required to disconnectservice he was advised to complete this form and return it via fax oremail. Broadview Networks received thecompleted form on Tuesday May **, 2015.Broadview Networks advises thatwe are within our right to bill this customer for early termination fees. Therewas an active contractual agreement in place at the time which customer portedout and disconnected services. Broadview Networks ask that the Revdex.com reviews “ExhibitA” which is the signed contractual agreement which includes “Master Terms andConditions” as well as product specific “Terms and Condition”. It Broadview Networks position that the“Early Termination Fees” which will be billed on June *, 2015 is valid andcustomer should remit payment upon receipt of invoice. For the review of the Revdex.com also,attached is “Exhibit B” which is the required “Letter of Disconnect” todisconnect services. Reviewing date andtime stamp in the upper right hand corner of page, it is comprehensible thatthis form was received on May **, 2015 which is the date that services weredisconnected.Broadview Networks advises thatbased on the above we find this matter to be resolved, as there is nothing furtherwe can do. We attempted to contactcustomer to discuss our findings on the matter do our findings being contraryto the information provided by customer within this complaint. Customer was very adamant in his positionthat he will not be paying anything and further disconnected call. The subject matter is a contractual disputeand the terms and conditions of the contract were clear upon customer signingand therefore, the anticipated “Early Termination Fees” will be billed.If this customer would like tocontact me, I can be reached at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I was threatened with another set of early termination fees on my other landlines, I assumed those were the termination fees to which Broadview was referring. I do not know the status of those termination fees.Regarding this other contract, I was never advised of my supposed contractual obligation to a three year contract and certainly would not have signed up for such a service. I specifically asked whether the service that was proposed was something I could cancel at any time without penalty and was told 'yes'. I was misled by the Broadview employee or contractor over the phone, who then assumed I would not read the fine print, which I confess, I did not. In any event, a $1044 early termination fee is simply unreasonable. The purpose of any early termination to cover the cost of equipment in this case a landline. There is no reasonable way that such a phone could be valued nearly that much. In any case, they will get their equipment back long before it is rendered obsolete.Braodview's bait, switch and entrapment policy is completely unethical and I am well within my rights not to reward their behavior.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed the response to complaint number [redacted]. Broadview Networks advises that contrary towhat [redacted] states in his complaint his land lines are not the subject ofthis complaint and has no relevance in this matter. The early termination fees are associatedwith the Broadview Networks Flex Connect product which Broadview Networksreferenced in response dated June *, 2015. It is [redacted]’s positionthat he was unaware that he was signing a three (3) year contractualagreement however, it is BroadviewNetworks position that page one (1) ofthe signed contractual agreement provided on June *, 2015 states that the termlength is three (3) years. In additionthe following verbiage appears before the signature line “I have read and agree to the Master Terms and Conditions”, “I have readand agree to the Product-Specific Terms and Conditions”, “I understand thatthis Order Form and Agreement is for a term of 3 years and that earlytermination charges may apply if it is terminated early”, and “I have read andunderstand the VOIP Notification, Important Customer Information RegardingEmergency Services-911 Dialing”. It is [redacted]’s belief thatthe purpose of any early termination fee is to cover the cost of equipment andthat the early termination fees are associated with a land line. Broadview Networks advises that the typeservice which the subject contract is for is not land line service. Additionally, Broadview Networks advises thatthe “Terms” section of the Master Terms and Conditions section of contract(please reference page 5 of Exhibit A provided on June *, 2015), this sectionstates “Customer agrees that these earlytermination fees represent liquidated damages and not a penalty and are areasonable estimate of the actual reduction in value of this Agreement that Companywill sustain.”Broadview Networks advises thatbased on the above there is no remedy that we can offer that would be to thesatisfaction of [redacted]. As based onissues presented within initial complaint as well as rebuttal it appears thatit is [redacted]’s position he should not be liable for any early terminationfees. However, it is Broadview Networksposition that this customer signed the contractual agreement which was legibleand the verbiage used within it was very transparent.

[redacted] [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Could Broadview please clarify the meaning of their legalese:“Customer agrees that these early termination fees represent liquidated damages and not a penalty and are a reasonable estimate of the actual reduction in value of this Agreement that Company will sustain.”What the [redacted] is a "liquidated damage"? So I am not required to pay a "penalty" of $1044? No, see, that's a "reasonable estimate". Okay, well, of course! I suppose this is a "reasonable estimate" of what I would have paid had I stayed with this awful company for three years, except that I didn't. But at Hotel Broadview you can check out any time you like, but you can never leave.Silly me, I actually believe what their representative told me on the phone about leaving "any time I wanted without penalty", which was really in fact true, since I am technically not paying a penalty, but rather a "liquidated damage".I am sure this all makse perfect sense to the Wizard of Broadview, but it is this type of obscure language that made their fine print completely unreadable for the average consumer. It sounds like you got a good little scam going.Sorry if I'd rather not play.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: There is always a problem with their phones. We work two days a week, and every morning the phone have no dial tone. We have to unplug the power cord, unplug the internet cable for it to come back to work. This is not the way to do business, we cannot continue with this problem.Desired Settlement: Terminate the contract as soon as possible.

Business

Response:

[redacted]

Dispute has been resolved by: 4/**/14

Dispute will be resolved by business: N/A

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. On initial call made to [redacted] she advised “my attorney is handling and I cannot talk”, from there several other attempts were made to speak with [redacted] regarding this complaint which she filed. We were continuously advised that [redacted] is unavailable and I, left messages for her on several occasions requesting a callback and to date I have received none.

It is imperative that I speak with [redacted] in order to assist her, as information in her account differs greatly from what she is reporting. [redacted] states in her complaint that she has continuous issues with phone service not being operable. However, reviewing this customer’s repair history we found the below reported service issues immediately following in bold text is the close out notes associated with the repair ticket:

1/**/14 Customer called in to request that Broadview Networks resets pin for extension [redacted].

1/**/14 Broadview Networks reset pin per customer request.

4/**/13 Customer reported that she could not be called.

4/**/13 Broadview Networks found no issues on our end, and ticket was closed out advising that customer had a network issue, which does not fall under Broadview Networks umbrella of responsibility.

2/**/13 Customer reported that they cannot be called.

2/**/13 Broadview Networks found no issues on our end, and ticket was closed out advising that customer had a network issue, which does not fall under Broadview Networks umbrella of responsibility.

Broadview Networks advises that we had to based our response on information which is within this customer’s account, as customer has not returned any calls to Broadview Networks so that I may advise on findings with respect to the reported service issues. Customer’s repair history does not reflect chronic issues with service. This customer has service via Broadview Networks however, the service type which they have with Broadview Networks runs off of data connection which customer receives via Time Warner cable. This customer has been advised on numerous occasions that reported issues are directly related to lack of bandwidth and she must have Time Warner cable increase bandwidth or check on there end to ensure that they are receiving the amount of bandwidth they are signed up for.

Broadview Networks advises that without customer cooperation it is extremely hard to assist her as again this account does not reflect the chronic issues that customer is advising within complaint. Broadview Networks advises that based on the above we find this matter to be resolved. Customer has not allowed me to assist her and therefore, I am delivering this response based off of notes taken directly from customer account. The repair department has confirmed that customer lack of bandwidth has played a major part in the above listed service issues which were reported and customer must contact there internet service provider to get this addressed. If at anytime Time Warner (customer internet service provider) advises of different I urge this customer to contact me directly at ###-###-#### so that we may set up a vendors meet.

[redacted] Case #: [redacted] Date: 4/**/14

Review: when I was looking into VoIP service I agreed to try Broadview Networks without really knowing them as I was told I would get a full refund if I was not happy with the service and canceled within the first 30 days. when I tried to plug in a head set to the phone and it would not work, to find out that I had to rent the head set from them and pay and additional monthly fee for the rental of the headset. at which time they told me that because I had a 3 yr contract the monthly charge was something like $20.00 monthly, this is when I found out I had a contract which in no moment did the rep ever explained to me about the 3 yr contract. I was very upset and called in to request cancellation of the services. I ordered the service on or about 12/**/2013, I requested cancellation on or about 12/**/2013 and returned all equipment, to date they are still bouncing me around about the refund of $154.00. I was told a month ago I would get the refund feb **,2014, I called today and know they tell me I was told to call on the 15th to request the refund and it would take another 6 to 8 week. they have been totally misleading in everything they have told me.Desired Settlement: get a refund back to my credit card.

Business

Response:

Dispute has been resolved by: 2/**/14

Dispute will be resolved by business: N/A

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Broadview Networks advises that we find the allegations made by this customer to be false.

Broadview Networks advises that our records indicate that on December **, 2013 this customer placed an order via Broadview Networks web portal ordering Broadview Networks Flex Connect service. The portal which customer used to place order is a customer friendly portal in which customer selects products that they wish to install. Customer’s are able to view pricing for the product which they are signing up for and customer also, selects there contractual agreement term. Reviewing the attached online order placed by customer, pricing for product is $37.99 per month and Broadview Networks actually dropped pricing charging customer $35.54. The contractual agreement term chosen was three (3) years. There was one (1) invoice generated on this account, this invoice was higher than normal due to it including the $16.56 shipping fee which is listed on online order placed by customer as well.

Broadview Networks advises that on December **, 2013 we received a request to disconnect service, which we adhered to. On February *, 2014 customer contacted Broadview Networks requesting a full refund of the $154.55 deposit requested upon placing of this order. Broadview Networks processed this request and customer was advised that they will receive a refund check within 6-8 weeks. It is Broadview Networks policy that we must await the generation of the final invoice to ensure that there is no usage before a refund check can be requested. In this case customer invoice was generated on February 15, 2014 and invoice showed no usage therefore a refund check was requested on February **, 2014 in the amount of $154.55.

Broadview Networks advises that we find this matter to be resolved. There is no early termination fees associated with the canceling of service. Customer paid Broadview Networks a total amount of $154.55 and a request for a refund check has been submitted. If customer does not receive refund check within the advised 6-8 weeks she may contact me, Lisa Taylor, directly at [redacted] Case #: [redacted]

Review: I first contracted with Broadview Networks in January, 2014 for a new office I was moving into. From the first week, I started with them, even before the installation, I had problems. These escalated over time as I moved into our new office and finally got their service installed and operating. From that point on, their service was terrible. I spent hours dealing with them, on the phone trying to resolve these matters, scheduling visits, dealing with their cancellations, waiting for late technicians, and so forth. This took hours and hours of my employees' time too. I was constantly redirected to new representatives at call centers. There was no tracking of my complaints and no follow up. I finally terminated their service after five months of problems, all of which are documented in emails and can be attested to by employees, too. When I cancelled my service, they did not tell me their would be a termination fee and then came back to me wanting $18,000 as an early termination fee.

They also caused disruptions in service, during my contract time, including disconnecting our fax for four weeks. When I terminated my plan, they shut down my service before the time they stated they would. They acknowledged their mistake but then insisted I pay for the entire month--june--and it took me days of constant work to manage to get them to reinstate my service until the lines could be ported over and the new service could start. We now have excellent phone service with our new company.

I do not believe I should have to pay any termination fee and I have hired a lawyer to help me counter their claims. They are now escalating their collections actions and this is unethical and damaging to my company. I was a patient, diligent and good customer of theirs. They were the worst vendor I have ever dealt with. They should be accountable for their actions and accept responsibility for their failures.Desired Settlement: They should drop all charges. We have already paid too much money for horrible service and incredible waste of my company's time and money.

Business

Response:

[redacted]

Dispute has been resolved by: 9/*/14

Dispute will be resolved by business: N/A

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.

Broadview Networks advises that in January 2014 this customer entered a three (3) year contractual agreement with Broadview Networks for the Office Suite product. Broadview Networks advises that upon [redacted] requested that early termination fees be waived due to issues he had with installation as well as issues with service. Broadview Networks advises that we rely on [redacted] which is the LEC in this area to handle the installation of service, as they have ownership of lines within this customer’s area. The initial delay was due to Broadview Networks being unable to accept the circuit from [redacted], when the circuit was tested by Broadview Networks we detected issues. Therefore, this circuit was rejected by Broadview Networks and we had to await [redacted] to clear trouble on circuit. Customer service was installed and turned up by March *, 2015 however; after the service was turned up it was found that there was an issue with one extension. A Broadview Networks technician was dispatched out and ran a CAT 5 and installed an additional phone. The technician also found that the phone associated with extension [redacted] was wired incorrectly; therefore, this was corrected as well.

On March **, 2014 this customer placed an order to upgrade there Office Suite circuit from 1.5 mb to 3.0 mb and adding an additional phone. There was also, an issue found with telephone number ###-###-#### due to this line being used for a fax line this line had to be converted from an enhanced dial tone number to a Dynamic POTS line. There were issues on the [redacted] with the upgrading of the circuit as well, which delayed the upgrade. The circuit upgrade was completed on April **, 2014.

In regards to customer’s service being disconnected prematurely, we received a signed Letter of Disconnect on May **, 2014 requested that service be disconnected as of June *, 2014. Broadview Networks advises that regarding the terms and conditions of our contracts all customer’s can access and print prior to signing the contract.

Broadview Networks advises that based on the above we acknowledge that there was delays with the installation of the product. The delays were on the [redacted] side only, and due to legalities [redacted] is only the LEC in this area that can perform the installation as they have ownership of the lines within this area. This being the case Broadview Networks and [redacted] has agreed to settle this matter. [redacted] has agreed to pay $2500.00 towards the early termination fees and Broadview Networks will credit the remaining amount. Broadview Networks advises that based on the above we find this matter to be resolved.

Review: On February [redacted] I sent a certified letter cancelling service after 30 days of my letter (March *, 2015). This was based on the criteria of the cancelation clause in my contract dated October *, 2006.

I was asked to submit a disconnect notice and I complied even though, this was NOT part of my contract obligations. When I received an invoice from Broadview on March **, 2015 I called and explained that we had cancelled our service. I was told that our disconnect notice was not received. On the same day I sent another disconnect notice and in addition, my original cancellation notice with proof of delivery which was confirmed received. I was told that we would receive a credit and an email with instructions on how to return the Broadview equipment.

Upon receiving another invoice on 4/**/15 I again called Broadview and informed them that we never received any paperwork on how to return the equipment. I was told by Broadview that the disconnect notice submitted was incorrectly filled out and that we were informed via email sent on 3/**/15. I never received this email and should have been contacted directly. Upon speaking to your agent we asked what was wrong with the form. We were told that the circuit ID had to be written in on the line that said Service Reference/Telephone number. I asked, “What is a Circuit ID, as your form makes no mention of this?” and I was told, it is the account number. Well the account number is written in the top right corner!!!! This would be considered an unfair practice and a blatant abuse of power.

At this point I am totally frustrated as our Broadview phone service was disconnected, at our end, on Feb **, 2015 and the internet service was disconnected on March *, 2015. My company was a long term customer for 9 years with on-time payments and deserves to be treated professionally.

As per my contract dated October *, 2006 we have met all the criteria that was required of us. I am requesting that all of the invoices under our account are reversed based on no service was received. Upon speaking to numerous customer service agents and writing multiple letters I have gotten nowhere. Broadview has offered to take half of the amount due which is over $600 and I feel it is blatant extortion as the disconnect notice they give you does not ask for the required information and therefore, could NEVER be filled out correctly by anyone.Desired Settlement: I have no problem paying for service as of the date March *, 2015, the remaining charges need to be reversed.

Business

Response:

The Better BusinessBureauServing [redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: July **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone. Broadview Networks advises thathaving thoroughly reviewed the account and documentation submitted we foundthat this customer owed no further monies to Broadview Networks. Our system reflects that we did receivenotification from [redacted] via certified letter that she was providing athirty (30) notification that she was terminating her contract with BroadviewNetworks. Though this is not considereda request to disconnect service, the Broadview Networks Representative who received this letter shouldhave immediately followed up with [redacted] being that the Representativewas aware that Customer Service Reports were requested which indicates that acustomer is seeking service with other providers. Had the Representative followed up she couldhave assisted [redacted] with the disconnection process.Broadview Networks pridesthemselves on acting from a “Customer First” perspective at all times, we foundthat this was not displayed here, and we apologize greatly for the experience[redacted] had as well as the inconvenience she was caused. Broadview Networks has credited this accountout. This account is now in closedstatus and has a zero (0) balance. Shall [redacted] require any further assistance I ask that shecontacts me, Lisa T[redacted], directly at ###-###-####. We would like to assure her that correctivemeasures will be taken on our end to ensure that this matter does not ariseagain with her or any Broadview Networks customers. Lisa T[redacted] Complaint#: [redacted]Legal & Regulatory Specialist Date: July **, 2015

Review: [redacted]I wish to express my displeasure as a customer of Broadview Networks (“Broadview”) and by extension, [redacted]. This is the second letter I send regarding this issue. I am asking for an investigation into [redacted]’s repair practices. Since they own the telephone lines in the State of New York, any repair tickets go to them. Over six [redacted] technicians have confirmed that the root cause are the old copper wires in my neighborhood.

My two main business phone lines have been inoperable 5-10 times this year due to the buzzing, humming or, even worse, no dial tone every time it rains, snows, or the humidity level is high enough to frizz hair, which in Long Island is often enough.

I have an internet-based phone line from [redacted], but want to maintain analog lines to ensure I have a backup in the event it fails. To quote a recent Yahoo news article, “But a home phone that relies on the Internet will go out when the power does. With copper networks, the phone line delivers its own power source and will continue to work.” I experienced this issue during Hurricane Sandy, after which the first lines to be restored were my three analog lines. My [redacted] lines were restored two weeks later.

1. Broadview Networks’ inability to resolve the interference on my two business lines

The weather-related interference on my lines has become increasingly worse since late 2010. I reported the problem five times in 2011, and several times a year since then. Since July, I have opened at least 4 tickets. A snapshot of typical issues is attached as “Notes on Broadview fiasco”.

I go through the same time-consuming and onerous process each time I experience connection issues:

1. Call Broadview,

2. Report the problem,

3. Schedule a technician to come,

4. Have my calls forwarded to another line (if I did not have this other line with another telephone company my business would be shut down every time condensation occurs),

5. Have conversations with various Broadview representatives who call to tell me the same thing (“[redacted]”),

6. Speak to the technician who proclaims that the problem is fixed,

7. Test the line

8. Call Broadview again to have the calls unforwarded

9. Wait for the next time the problem reoccurs

Broadview representatives are helpful only if the problem is compartmentalized. They don’t seem to update or read notes. For example, I frequently get asked the same questions (excluding ones that are used to verify identity), like who is my current internet provider. I stated unequivocally that I refuse to reveal that information, and nonetheless am repeatedly asked it.

2. [redacted]’s conspiracy to push customers to switch to [redacted]

An equally important extension of this problem appeared when my assistant first spoke with a [redacted] technician Broadview sent on June **, 2011. He mentioned the following:

1. [redacted] maintains the copper cables in my neighborhood

2. These copper cables are antiquated and inadequate

3. As such, weather-related telephone interference is common in my neighborhood

4. [redacted] has no plans to change these cables anytime soon – switching to a different telephone carrier will not solve the problem since [redacted] own the cables

5. [redacted] encourages customers looking to resolve the interference problem to switch to [redacted] – these [redacted] optic cables are maintained, and the expensive monthly plan (which I also have on another line) attests to that. However, they experience outages, too.

When I remarked that this seems like a conspiracy to get customers to switch to [redacted], the technician offered a helpless shrug and a rueful smile. Multiple [redacted] technicians since then have confirmed the above.Desired Settlement: As it would be futile to engage in a David and Goliath battle with [redacted], I respectfully ask that the FCC help my neighbors and me push [redacted] to update and better maintain their copper cables (please see attached petition).

Please feel free to reach out to me at ###-###-#### (since service on ###-###-#### and ###-###-#### is unreliable) or at [redacted].

I look forward to your help in resolving this matter.

Business

Response:

[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: September *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we were already working with [redacted] of The [redacted] via a complaint filed with the Federal Communications Commission.Broadview Networks advises thatthough we are this customer telephone carrier, [redacted] is the Local ExchangeCompany who owns the facilities associated with this customer’s telephonenumbers. [redacted] is the only entity thatcan make repairs to the facilities. Allservice issues reported by Broadview Networks customers are addressed by[redacted]. Broadview Networks advisesthat at the time in which this complaint was received this customer had no dialtone on one (1) out of two (2) telephone numbers with Broadview Networks. Broadview Networks aggressively approached[redacted] in regards to making a permanent fix due to chronic issues which this customerhas experienced between May 2015 and present. This matter was escalated to [redacted] Management whose only offer inregards to a permanent fix was to migrate this customer to [redacted] lines asoppose to the upgrading the outdated copper lines this customer’s service iscurrently operating off of. Customerdeclined this offer citing that while they do have some [redacted] lines they do notwish to migrate all lines to [redacted], as having all lines running off of [redacted]will possibly result to a total out of service issue in the event that theylose power.It is Broadview Networksposition that any customer should have an option to which service type they aresubscribed to. However, BroadviewNetworks cannot mandate [redacted] to making any changes that they do not deemnecessary. Reviewing the ‘EXHIBIT A’which is email communication between Broadview Networks Repair Department and[redacted] Management it is clear that Broadview Networks was very precise as towhat our expectations were in regards toa permanent resolution to the ongoing service issue. We further were very precise incommunicating that our customer did not wish to be migrated over to [redacted]however, it seems that is the only option [redacted] is willing to provide inresponse to our request for a permanent resolution is for customer to bemigrated over to [redacted].Currently both telephonenumbers are up and working. While wecannot mandate [redacted] to make any upgrades to the copper facilities, we can besure that Federal Communications Commission is fully aware of the serviceissues this customer has faced over the past few months. We will further be sure to express to the FederalCommunications Commission that [redacted] indirectly attempted to force thiscustomer into migrating to a service which they do not choose to have as opposeto making the necessary upgrade to the facilities of there current servicetype. Broadview Networks willcontinue to assist this customer with any and all service issues that mayarise. We will continue to address[redacted] in an aggressive manner on behalf of our customer to ensure that ourcustomer receives the quality service which they are paying for. Broadview Networks has placed an out ofservice credit on this account in the amount of $150.00, additionally thiscustomer will receive an e-coupon in the amount of $50.00 which can be appliedtowards a future invoice. Lisa T[redacted] Complaint#: [redacted]Legal & Regulatory Specialist Date: September *, 2015Tell us why here...

Review: Ordered phone services from the company and made sure that they will accept life line which is a program funded by the government to reduce the phone bill costs for low income families, the sales person on the phone promised me that once I’m eligible for life line they would accept it gladly and would add it on to my service and it will not affect my service in any way, shape or manner except that it would reduce the costs drastically, meanwhile when they added on life line they restricted all services such as caller ID, call waiting, etc., as so I was harmed greatly and they continually declined to restore those service together with lifeline, I had no choice but to cancel their service, due to them not honoring their contract and their promise, in result of that cancelation I was hit with no less than a $896.06 termination fee. As many times I attempted to resolve this directly with the company I was confronted by nasty representatives who just didn’t even care listen to me and unprofessionally just knocked down the phone on constantly sometimes after waiting over an hour to even get a live person on the phone.Desired Settlement: To issue me an official letter stating that there is no termination fee and that I do not owe them anything and that that I was never in default on my contract with them, nor did I have ever had any outstanding balances with them and that they will not report this issue as a negative item to any credit bureau.

Business

Response:

[redacted]

Dispute has been resolved by: [redacted]

Dispute will be resolved by business: [redacted]

Firm’s statement of position and offer of settlement (if any): [redacted] We have also, reviewed the account associated with this complaint. Upon receipt of this complaint on [redacted] we immediately contacted [redacted]

Broadview Networks advises that this on [redacted] this customer signed a two (2) year contractual agreement with Broadview Networks which became effective as of [redacted]. Shortly after signing up for service this customer requested to have his service type changed to Lifeline service. After providing a Medicaid card as proof of eligibility. Broadview Networks then changed his service type and adjusted account crediting back difference between the contracted prices and the Lifeline service prices. This credit covered invoices generated in[redacted] as services ported out in the middle of [redacted]. Customer alleges that he broke contractual agreement and ported services out due to Broadview Networks refusing to allow him to have features on line due to line type being Lifeline services. Broadview Networks advises that our records reflect different. Our records reflect that customer was denied features while having Lifeline service but was however, advised that the features would cost additional monies as Lifeline service provides a discount on the residential access line charge only.

Broadview Networks advises that in an attempt to resolve this matter to the satisfaction of both parties we have credited this account in the amount of $896.06. This account now has a zero (0) balance and is in closed status.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Every few weeks, my phone gets turned off from central office, "by accident" & takes between 4-10 business days to turn it back on. It takes time wasted on sending someone out here to waste more time to figure out the problem is not here on this end. First they tell you someone will call about your ticket & either they don't call, hang up when you say hello, or close out your ticket & say it's fixed, but it's not. One time, it happened again within 24 hrs of repair and took another 2 days and cell phone min used to keep calling them back!Desired Settlement: Working service & appropriate credit, as it has cost me cell phone min, my Dish service that needs to connect to phone line, & get paid through TV or phone, faxes are $2 for first page & $1.00 each additional page, I need my fax urgently, My bills can't get paid unless I use my cell phone minutes, all my valuable time spent to address the issue of phone being turned off again, late fees because I won't pay for service I don't have, (including interest), & if I calm down, I could think of more! Apologies do nothing if the problem keeps happening every time it's resolved! Why am I paying for service at all, if we get credit for the few days of inconvenience? I'm technically paying to have a phone only when I am not home to use it, our realize it's off again, when I do need it!

Business

Response:

[redacted] ~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted]

Dispute has been resolved by: 4/**/14

Dispute will be resolved by business: N/A

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.

Broadview Networks would first like to advise that though we are this customer’s carrier the actual repairs are done via [redacted] as they are the LEC and the only entity that can work on telephone lines in New York State. On April **, 2014 this customer reported no dial tone on telephone number ###-###-####. Broadview Networks immediately opened a repair ticket with [redacted] requesting that they dispatch out a technician. [redacted] provided a commitment date of April **, 2014 to have a technician dispatched out. [redacted] failed to dispatch out a technician on said date and therefore, Broadview Networks escalated this matter within [redacted]. On April **, 2014 [redacted] dispatched out a technician, the technician rewired in the Frame which restored service to this customers line. On April **, 2014 I confirmed restoral of service with [redacted].

Broadview Networks advises that when speaking with [redacted] she was under the impression that all service issues reported by her has resulted in repairs in the Central Office, however, Broadview Networks findings differ. It has been explained to [redacted] that anytime there are pair changes performed the circuit must be rewired in the frame which is the result of this recent repair as well as the previous repair for service issue reported on January **, 2014.

Broadview Networks made a follow up call to [redacted] on April **, 2014. At this time we reconfirmed that service was up and working properly. We also, provided [redacted] with an out of service credit in the amount of $6.56, in addition we have also, requested an e-coupon in the amount of $25.00 which [redacted] can use towards a future invoice. [redacted] has also been provided with my ([redacted]) direct contact number so that she may reach out to me directly for any and all issues she may have. Based on the above Broadview Networks finds this matter to be resolved. We understand customer’s frustration with loss of service; however, Broadview Networks did act promptly with getting [redacted] to resolve this matter. I will personally continue to assist [redacted] when needed to ensure that any issues she may have are promptly resolved.

Review: We have called several times to cancel our service with Broadview and every time they give us a confirmation number and tell us we have successfully canceled our service. Then we get a bill a few weeks later. We were told that the bill was for our long distance service which had not been switched to a different long distance carrier. This was switched over months ago and we paid the balance on our account. We then received yet another bill. This has been going on for months and it is disgusting and time consuming to deal with. This company should be ashamed for such poor customer service and for billing us continuously when our balance has been paid.Desired Settlement: We would like Broadview Networks to finally cancel our account and stop sending us bills.

Business

Response:

[redacted]

Dispute has been resolved by: November **, 2015Dispute will be resolved by business: N/AFirm’s statement of position and

offer of settlement (if any): Broadview

Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated

with this complaint. Upon receipt of

this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that

this customer had one (1) telephone with Broadview Networks which ported out to

another carrier on January **, 2015.

This customer continues to receive invoices from Broadview Networks do

to long distance calls completing via the Broadview Networks switch. This customer’s carrier must program the

line correctly on there end and remove Broadview Networks as the long distance

carrier, if this is not done long distance calls will continue to complete via

the Broadview Networks switch and invoices will continue to generate. Broadview Networks does not control the

subject telephone number being that we are not the carrier and therefore, we do

not have the ability to make any changes to this telephone number. Broadview Networks advises that to date we

have continuously provided credit for long distance charges generated since the

porting out of telephone number however, it is imperative that this customer

ensures that there carrier removes Broadview Networks as the long distance

carrier in order to correct issue permanently. Broadview Networks advises that

we find this matter to be resolved, all charges generated for long distance

calls has been credited back to this account on a monthly basis. In order for this matter to be resolved

permanently the customer’s carrier will need to correct on there end.Lisa T[redacted]Legal & Regulatory Specialist [redacted]

Review: In April of this year, we invited Broadview Networks to demonstrate their hosted telephony product to us in both our Chicago and New York offices simultaneously. In order to do so in New York, [redacted] from Broadview Networks insisted that I sign a contract and pay $631.11 before they would ship the phones to us in Chicago, promising a full refund once the phones were returned. Against my counsel, the firm instructed me to go ahead. I received the phones, the demonstration was given, and the phones were immediately boxed and returned to Broadview Networks. I never received my refund. Instead I have been billed for service in both May and June, even though the contract was specifically for a "30-day trial". I found another charge on my June, 2013 AMEX account from Broadview Networks, which they charged $73.76 on 6/*/2013 without my authorization.Desired Settlement: All monies refunded to us and the account closed.

Business

Response:

[redacted]

Dispute has been resolved by: 7/11/13

Dispute will be resolved by business: N/A

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Prior to receipt of this complaint this issue had already been addressed with and resolved by Broadview Networks Customer Care Department.

Broadview Networks advises that this customer did participate in a 30 trial of a telephony product. Broadview Networks did receive notification from customer that they did not wish to sign up for service. Broadview Networks received equipment back from customer on May 5, 2013 however, it appears that it did not promptly hit our system as equipment is returned to a warehouse and we must await warehouse to notify us that equipment has been received.

After confirming receipt of equipment, Broadview Networks submitted a reversal to customer’s credit card company. The amount of credit card reversal was $813.78 and this amount was reversed on July 3, 2013. The $813.78 is the total amount that this customer paid to Broadview Networks. Customer has been provided with my ([redacted]) direct contact number in the event that there are any issues with the reversal of credit card fee. This account is in closed status and this customer does not owe any money to Broadview Networks and there is no contractual agreement between the two parties. Broadview Networks finds this matter to be resolved.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: 7/11/13

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this matter has been resolved. All money has been refunded.

The explanation by the business is dubious and self-serving. The matter was NOT resolved prior to my filing this complaint. It is too bad that it necessitated my lodging a complaint before any action was taken by Broadview Networks..

Sincerely,

Review: Amerihome Lending submitted a "Letter of Disconnect" on 10/**/15 following the instructions given on the request form. On 11/**/15, an associate from Broadview Networks contacted us stating they are processing our disconnect request and they needed us to add a couple of code # that Broadview Network uses to process the request and we provided as requested. Broadview Network has a 30 day disconnect policy which means our service would have ended on 11/**/15. When we received our 11/**/15 bill, Broadview Network had charged us for service from 11/**/15 thru 12/**/15 that's after our service ended. We have contacted Broadview Network regarding the issue and learned Broadview Network restarted the disconnect from 11/**/15 instead of the original date of 10/**/15 because their internal code # they like to have were not on the form. We had followed the instructions stated on the service discontinue form and nowhere in the instruction states any kind of codes are needed and we don't see any reason why the 30 discontinue period should be reset to 11/**/15.Desired Settlement: We are seeking to have 11/**/15 bill adjusted to show charge for service from 11/**/15 thru 11/**/15. Also any finance charges, late fees and reactivation fees that are related to this matter.

Business

Response:

[redacted] Dispute has been resolved by: [redacted] Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has viewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that our records indicates that on October **, 2015 [redacted] submitted a signed ‘Letter of Disconnect’ with the intentions of disconnecting his Integrated T1 circuit, and converting two telephone numbers to Remote Call Forward lines. [redacted] failed to indicate that he wanted to disconnect the circuit and only indicated the telephone number running off of the circuit and therefore, LOD was not processed and he was contacted advising that it had been completed incorrectly. Please note, customer is not billed for the telephone numbers running off of the circuit which is why Broadview Networks needed clarification as it is the actual circuit that bills. The completed ‘Letter of Disconnect’ was returned to Broadview Networks on November **, 2015 and was processed. It is [redacted]’s position that while he understands that Broadview Networks does bill for an additional thirty (30) days following the receipt of the ‘Letter of Disconnect’ the disconnect date of October **, 2015 should have been honored which would have end dated his account as of November **, 2015. [redacted] further advised that he was not notified that the original ‘Letter of Disconnect’ was incorrect until November **, 2015. Broadview Networks advises that after researching this account we cannot confirm whether or not [redacted] was notified prior to November **, 2015 that the October **, 2015 ‘Letter of Disconnect’ was incorrect. This being the case Broadview Networks did agree to credit [redacted] for billing from November 28, 2015 through December **, 2015. The credit amount which was posted is $381.22 which included a tax credit in the amount of $23.76. This customer had already received a credit in the amount of $221.22 to cover charges from December **, 2015 through December **, 2015. The total credit placed is $602.44. [redacted] has been advised that the remaining balance of $184.31 is his responsibility. Broadview Networks finds this matter to be resolved.

Review: I signed a contract for 40 dollars a month and the monthly fee was way hire.

Initially I had a lot of trouble wit service

Re call waiting

Re call I'd

Had to call numerous times and was slow in resolving

Then a few months later I moved and u called in that I moved and that I had to take the provider in that area. Then a 1000 termination fee. Even though full service was available only for a month because the first few.months too many issues with them and didn't have service as ordered. Meaning I didn't get service as stated in contract.Desired Settlement: Broadview Networks did not honor their contract by not offering the svcs in the contract from day one.

At few times called in that call waiting is not on, and other features. Then I called Re moving. They couldn't accommodate me on the move so had to take other svc.

I shouldn't be paying $1000 as Broadview was the one that couldn't accommodate with providing competitive service on move . And when I only had one month of proper svce as irdered. In addition why did I pay more than $40 a month as contracted.

Please see that it is settled and the credit collectionBrennan and Clark stops harrassing

Business

Response:

Tell us why here...[redacted] Dispute has been resolved by: January *, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we attempted to contact [redacted], a voicemail was left requesting a callback and we received a callback from his daughter Rebecca.Broadview Networks advises that on June **, 2015 [redacted] signed a three year contractual agreement with Broadview Networks for services. Services were active with Broadview Networks as of July **, 2015. Broadview Networks advises that we find the allegation made in this complaint to be false. The Complainant advised that the monthly fee for service was higher then indicated on the contract, however, the first invoice generated was higher due to the fact that Broadview Networks bills for services one (1) month in advance, additionally the first invoice included prorates (charges from start date of service to end of billing period), however, reviewing the first invoice generated (please see ‘EXHIBIT A’) and cross comparing it to the signed contractual agreement ‘EXHIBIT B’ it is clear that this customer was being billed in accordance with rates indicated on the contractual agreement. This customer also, alleges that services were not available for a full month, this statement is incorrect. This customer had working service with Broadview Networks as of July **, 2015. The features which were requested by customer were not immediately added as they were not added until August 10, 2015 approximately six (6) days following notification from the assigned Sales Agent that features should be added. The features not being added did not have an affect on the customer’s ability to make or receive calls.Researching this account we did find that on September *, 2015 this customer called in to request to have services moved to a different address. It was at this time that this customer was advised of the move fee associated to move services. Ultimately, the move order was canceled by customer on September **, 2015 [redacted] canceled the move order. Subsequently, services were ported out to another carrier on September **, 2015. Based on the above Broadview Networks has found no grounds to warrant the waiving of the early termination fees. This customer was fully aware that there was an active contractual agreement in which the “Terms and Condition” do state that early termination fees will apply if services are disconnected or ported out prior to the end of the contractual term. Based on the history in this account it appears that this customer did not wish to pay the move fee, and therefore, services were ported out to another carrier. In an attempt to resolve this matter in an amicable fashion, Broadview Networks has adhered to [redacted]’s request to have services ported back to Broadview Networks. If services are ported back to Broadview Networks, the early termination fee billed in the amount of $955.35 will be credited back however, customer will be responsible for remaining balance as there were no payments made on this account. Lisa T[redacted] Complaint #: [redacted]Legal & Regulatory Specialist Date: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not been advised of the final amount that I owe. It is NOT over $200; I only had 2.5 months of service for a rate of $28.95. I can understand there are related fees, but it still shouldn't be three times the rate.Also, Broadview attached a MODIFIED contract. The contract I received to fill in is attached. THese are the ONLY documents I agreed on, and as you can see there's no mention of a three year contract. My agent must have added it, and also checked the three lines agreeing that I read all the terms. I was also NEVER advised that this is a three year contract. I have the original record of the fax and I can try to find a way for you to access it from my hard drive, if necessaryMy agent's name is [redacted] from Tele-com USA. His phone number is ###-###-####. You can take it up with him.

Sincerely,

Business

Response:

T[redacted]

Dispute has been resolved by: January **, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the rebuttal associated with complaint number [redacted] dated January **, 2016. Upon receipt of this rebuttal we immediately reached out to [redacted] via telephone. Broadview Networks advises that we could not provide [redacted] with an exact dollar amount that will be her balance owed, due to us being unable to know the amount of taxes associated with the credit amount until we actually post the credit. We have provided [redacted] with an estimate that the balance on the account which would be her responsibility will be around the amount of $130.00 perhaps slightly lower. We have begun the process to have [redacted]’s telephone number ported back over to Broadview Networks, once we receive confirmation from the current carrier as to the date that it will be released we will apply the credit for the early termination fees and contact [redacted] directly so that she may pay the remaining balance owed.Broadview Networks advises that the agreement between both parties (Broadview Networks and [redacted]) is active. The terms of the agreement is that [redacted] will port her telephone number back over to Broadview Networks (this process has already begun) and Broadview Networks will waive the early termination fees which were billed on this account. The contractual agreement which was previously in place will be made effective upon the telephone number porting over.Broadview Networks finds this matter to be resolved, the above has been thoroughly discussed with [redacted]. Lisa T[redacted] Complaint #: [redacted]Legal & Regulatory Specialist Date: [redacted]

Review: I have been a customer of this company for over 5 years. I have had multiple problems of my internet and phone service simply stopping. I will end up without any data or phone service. The longest that I have been without service in the past has been 48 hours. Each time that I ended up without service took me calling into a level 1 help desk to report the problem. The level 1 help desk is basically only able to take a ticket. I would then have to make multiple phone calls back to the company and insist on talking to level 2 help desk personnel to get the issue resolved. This latest case, I have been without service since 8:00am */**/2013. As of 10:00 pm*/**/2013, I still do not have service and can not get anyone in the company to give me any estimate on when service will be restored. I have asked for assistance in getting alternate service established to no avail. I've asked for options on what can be done, to no avail. I have asked repeatedly for status updates on a regular basis, to no avail. The only information I can get from the company is that the issue is being worked with no ETA. I have now asked twice for the COO of the company, [redacted], to call me and the best I was able to get was a sales representative to call me this evening. The sales representative had no information about my case, was not able to provide any information and could offer no alternatives to get some service installed quickly. On the evening of */**/2013, I had the thought of maybe Broadview could call forward my phones to my cell phone. When I called the company, they said this could be done and they forwarded all 14 phone lines to my single cell phone. As you can imagine, my cell phone has been constantly busy, but at least some clients are able to talk to someone in my business.Desired Settlement: - I need to understand when my service will be restored. - I need options for alternate service if my normal service is going to be out for more than 24 more hours. - I expect to be credited for all hours that service has not been provided. - I expect to be compensated for the additional cell phone charges I am going to incur. - I expect to be reimbursed for the additional overtime my staff is going to have to work to get caught up after service is restored. - I expect an apology for the lack of service and lack of customer service that I am free to share with my customers.

Business

Response:

Firm’s statement of position and offer of settlement (if any): Broadview Networks advises that we have reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted customer via telephone.

Broadview Networks advises that on [redacted], 2013 this customer reported that there integrated T1 circuit was down hard with no data or voice services. After issue was isolated to be on the Verizon side, Broadview Networks opened a repair ticket with Verizon requesting that they dispatch out a technician. Verizon advised that this customer was affected by a large cable failure which they did not anticipate being cleared until [redacted] 2013. As of [redacted], 2013 Verizon advised that prior to any work being done to clear the cable failure the Verizon Construction Team had to dig up a portion of the sidewalk which required authorization from the municipality.

Broadview Networks advises that this cable failure was cleared as of [redacted], 2013. On [redacted], 2013 Broadview Networks Repair Department confirmed with customer that service was restored and stable. Broadview Networks advises that we understand customer’s frustration with the length of time it took to restore service, however, Verizon was the entity responsible for clearing this cable issue. Broadview Networks has placed an out of service credit on this account in the amount of $335.64. Broadview Networks finds this matter to be resolved.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: */*/13

Review: We terminated telephone and internet services with Broadview Networks in April, via fax and via e-mail. In May we paid our final bill. We received another bill in June. I've been calling their billing department, which is off-shored to India, for seven days now. Every time I call them, they state that a supervisor will call me back to resolve the issue, which never happens.Desired Settlement: We owe them nothing and they keep on charging us. I have better and more important things to do than contact them. I'm a consultant and bill our client $350.00 an hour. Dealing with them has been a nightmare.

Business

Response:

Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted], We have also, reviewed the account associated with this complaint. Broadview Networks advises that the balance owed on this account in the amount of $118.17 was due to interest accumulating on account. Invoice dated April **, 2013 was not paid until June *, 2013 and therefore, interest accrued on account.

Broadview Networks advises that a credit has been placed on this account in the amount of $118.71. This account covers all interest billed. This account is in closed status and has a zero balance.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: 8/*/13

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

If you are looking for VoIP service do not even consider Broadview. I made the mistake of switching my business lines to them and it was a disaster. Their phones never worked properly, the lines went down weekly and I found myself checking every morning to make sure my business lines were working. To top it off the billing was out of control and I was being overcharged every month. They really should not be in business.

Review: I bought 2 phones from Staples that use the Broadview. While setting up my account I requested to have my current number transferred. During the account set up process I gave my MagicJack account information to the sales person to transfer everything. Weeks later I haven't heard anything about the process and I didn't have any phone service. When I called to find the status I was told they needed more information and had sent me an email. Come to find out the email was sent to the wrong address. Then I was told my number could not be transferred until Jan ** which is too late. That's why I started the account setup process at the beginning of Dec. I would have never found out that the email was sent to the wrong address because no one ever called me about needing more information. The service here is horrible and they need to refund me for charging for service I never got.Desired Settlement: Broadview needs to refund me 75.72 for the charges I was charged in Dec 2013 with no service because customer service was not able to properly process number transfer request for new account.

Business

Response:

Review: I had a meeting with a sales man regarding the services that I needed. I was told Broadview networks would be able to provide exactly what I was looking for. The services does not work and I was not able to speak to the sales person again. I made numerous calls and emails with costumer service with out being helped or serviced. All they do is pass the call along and say some one will get back to you and no one does. After not receiving the service I needed and no costumer service I was left with no choice but to cancel my contract with them. The continue to send me bills for a service I never received and for cancellation.Desired Settlement: I would like for them to issue a credit on the remaining balance

Business

Response:

[redacted] Dispute has been resolved by: September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone.Broadview Networks has done athorough review of this account and it is our position that there was nowrongdoing on Broadview Networks part and the account balance owed in theamount of $5572.18 which includes early termination fee in the amount of$3525.90 is valid. Broadview Networksdenies the allegations made by [redacted] regarding his services not working, asthe attached, call records displays outbound calls were being made by thiscustomer. The terms of the contractualagreement (please see ‘EXHIBIT A’) indicates that this was a customer installmeaning the customer would install the phone equipment provided by BroadviewNetworks. The terms of the contractualagreement also, indicates that customer will be provided with a training session.what was done and [redacted] did participate, please see email (‘EXHIBIT B’)that was sent to [redacted] following training that was done. Following the training being done customerdid not respond to any request to authorize Broadview Networks to port theremain number and therefore they continued to work off of the telephone numbersprovided by Broadview Networks. Trainingwas done in on December **, 2014. On March **, 2015 [redacted]spoke with his account manager requesting that a technician be sent to hispremise. Due to Broadview Networksshowing that all phones were logged in and working the Project Manager offereda free training session and [redacted] declined please see email communication labeled as‘EXHIBIT C’. Being that the phones werelogged in and we showed outbound calls being made the Project Manager actingfrom an area of expertise felt that a training session would be suffice. Had the Project Manager agreed to dispatchout a technician this fee would have been in the area of $750.00 therefore, theProject Manager acted from a customer first perspective to avoid customerincurring unnecessary fees. Ultimately, it is BroadviewNetworks position that we did provide the service which [redacted] ordered andsigned a contractual agreement for. Theattached outbound call records labeled as ‘EXHIBIT D’ demonstrate that thiscustomer did have and was utilizing services via Broadview Networks. The assigned Project Manager attempted toassist [redacted] with any questions he may have had by offering an additionaltraining for free. Broadview Networks isunable to credit the early termination fees and we find the balance owed to bevalid. If [redacted] would like Ican assist him with reinstalling theBroadview Networks equipment which he still has at his premise or if [redacted]wishes to discuss a settlement agreement he can contact me at ###-###-####. It is Broadview Networks goal to resolve thismatter in an amicable fashion. [redacted]