Broadview Networks, Inc.

Review: I signed up with Broadview for Business Phone Service. They shipped me new equipment. Once received, I could never get a time set to install the phones that was not during our open hours. I returned the phones to them. They reversed all billing charges as I NEVER set up (or even opened) the phones. After 4 months I received a bill for $7,808,72. I sent an email to the billing manager Niem and he would not reverse these charges becasue they decided to charge me for 3 years of service as stated on the contract. THe contract is null and void becasue they could never activate the phones as promised. The customer service is horrible. They NEVER retrun phone calls and Niem does not answer his emails. We were told our setup date and time would be worked around our store hours. This was a lie.Desired Settlement: Wave $7,808.72 as they did NOTHING to earn this business

Business

Response:

Tell us why here...The Revdex.com[redacted]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 this customer signed a three year contractual agreement (please see EXHIBIT A) for Broadview Networks Office Suite product on June **, 2015. Reviewing page one (1) of EXHIBIT A it states that the installing party is the customer. Our records indicate that due to no customer response this order did not get to the extent to discuss when the customer will be installing the phones. Our records indicate that the assigned Broadview Networks Project Manager sent this customer an introductory email on June *, 2018 (please see EXHIBIT B). Following the emails sent to this customer the Project Manager attempted to reach customer on July **, **, **, **, **, and ** of 2014 on each occasion a voicemail was left requesting that customer contacts the Project Manager back. On August *, 2014 an customer responded via email (please see EXHIBIT C) advising that she is out of office and the Project Manager should contact her on Friday August *, 2014 after 10am. Several attempts were made to contact customer on August *, 2014, on each occasion we reached a busy signal. On August **, 2014 the Project Manager sent an email to customer (please see EXHIBIT D) the customer responded via email (please see EXHIBIT E) advising that she was on vacation until September *, 2014. On September *, 2014 the Project Manager reviewed project with customer via telephone, obtaining the requested names, extensions, and call routing information. Following this call phones were shipped out to this customer. Following the shipping of the phones the Project Manager left voice mails for customer on the following dates inquiring about phone installation September 22, 2014; October 1, 10, 20, and 29 of 2014. Receiving no response from customer the Project Manager continued to leave voicemails for customer on November *, **, and ** of 2014; December **, and ** of 2014; January **, **, and ** of 2015; February *, and ** of 2015; March *, **, and ** of 2015; and April *, 2015. The Project Manager successfully made contact with customer on April *, 2015 at which time customer advised the Project Manager that she wants her order canceled. When speaking with customer the Project Manager learned that the customer did not have static IP’s or DNS to complete installation of phones. The Project Manager offered to dispatch out a technician to install phones for customer and customer was advised that the cost of install is $150.00 and $25.00 per telephone, customer declined. The order was canceled per customer request and due to there being a signed contractual agreement early termination fees was incurred.Broadview Networks advises that our findings differ greatly from the reason and cause indicated in this complaint. However, Broadview Networks will honor this customer’s request to waive all early termination fees billed on this account. This account now has zero balance and is in closed status.[redacted]

Review: We are a Skilled Nursing Facility and have multiple lines and extensions, several of our slim phones went out and we called to have new orders or a service person sent out to determine what was wrong with our phones. I started calling broadview on Monday 6/** and was told a technician would be out either Monday afternoon or Tuesday morning. I explained the urgency of this issue. I was assured someone would come out. However it is now Wednesday and no one has still come, I've called to follow up on my ticket number multiple times and have been told the same thing. WE have escalated you ticket but we cannot guarantee when a technician will be out to assess the issue, that hopefully today. That is unacceptable, considering I was told on Monday that it would either be Monday afternoon or Tuesday morning. At this point I will be speaking my Administrator to discuss switching providers. Our residents depend on us having proper systems in working order.Desired Settlement: Would like a repair ASAP or replacement of phones that are broken.

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 and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that on June **, 2015 this customer reported trouble on five (5) telephones advisingthat the telephones displayed “bad lan link”. Broadview Networks immediately opened a repair ticket to have atechnician dispatched out to this customer’s premise. The earliest date that we were able todispatch out a technician was on June **, 2015. The technician who was dispatched out onsaid date found that four (4) telephones had to be replaced therefore BroadviewNetworks ordered four (4) telephone to be sent directly to customer. The fifth telephone was configured. The technicianalso, found a bad switch was causing the “bad lan link” message; customer wasnotified of this so that they may have corrected. Customer did receive the new telephones onJune **, 2015.Broadview Networks finds thismatter to be resolved. Unfortunately,the earliest available dispatch out we had available within customer’s accesshours was for June **, 2015 and we did ensure that this was a morningdispatch. The phones which thetechnician found to be defective were immediately replaced. Broadview Networks shows no further reportedservice issues and therefore, we find this matter to be resolved. [redacted] Complaint#: [redacted] Date: July *, 2015

Review: My telephone service has been virtually non-existent since November **, 2013. I can produce 17 written communications from Broadview stating that my phone service has been repaired. The repairs have caused my phones to work for a day or two perhaps, but I will soon go out of business unless my phone service is permanently repaired correctly.Desired Settlement: Permanent repairs on all three of my phone lines and a refund of two days credit for each day since the problem started on November **, 2013.

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 [redacted] via telephone

Broadview Networks advises that though we are this customer’s telephone carrier we are not authorized to work on telephone lines as this must be done by Verizon (LEC). Broadview Networks advises between the dates of November **, 2013 and December **, 2013 this customer had continuous service issues, It was not until December **, 2013 that Verizon isolated issue and made was is considered a permanent repair to the subject telephone numbers. Each time service issues were reported to Broadview Networks we aggressively approached Verizon to make a permanent repair. On December **, 2013 Verizon spliced new cable pairs and sealed cable. A follow up call was made to [redacted] who confirmed that service has been up and stable since the repair was done. Below outlines repair history on this account, following each reported service issue please find repair details in bold text:

11/**/13 Customer reported no dial tone on telephone numbers ###-###-#### and ###-###-####

11/**/13 Verizon performed an F1change which restored service.

11/**/13 Customer reported static on telephone number ###-###-#### and no dial tone on telephone number ###-###-####.

11/**/13 Verizon made a repair to both telephone number, but did not provide repair details.

11/**/13 Customer reported static on telephone numbers ###-###-####.

11/**/13 Verizon made a repair to the F1 terminal wire.

11/**/13 Customer reported static on telephone numbers ###-###-#### and ###-###-####.

11/**/13 Verizon made a repair to the aerial conductor.

12/*/13 Customer reported that they could not receive calls on telephone number ###-###-####.

12/*/13 Verizon made a repair to the network terminal wire.

12/*/13 Customer reported no dial tone on telephone numbers ###-###-#### and ###-###-####.

12/**/13 Verizon spliced new cable pairs and sealed cable.

Broadview Networks advises that we have placed an out of service credit on this account in the amount $106.43, this credit exceeds amount outlined in tariff and is equivalent to charges billed on invoice dated November *, 2013. This customer also, received a courtesy credit of $29.15 on December **, 2013. Per request of customer we have also, placed an additional $20.00 credit on this account to cover one month charge associated with alarm system, as one the telephone numbers that was inoperable is dedicated to the alarm system.

Broadview Networks finds this matter to be resolved to customer satisfaction.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: 12/**/13

Review: January **, 2014 Dear Revdex.com of New York: This is a complaint against: [redacted] Fax: [redacted] Phone: [redacted] or [redacted] ISSUE: On December **, 2013, I placed an order with [redacted]) to port four phone numbers from Broadview Networks to [redacted], located at [redacted]. The phone numbers to be ported from Broadview Networks to [redacted] are: ###-###-#### ###-###-#### ###-###-#### ###-###-#### It wasn't until Jan **, 2014 that I finally heard from [redacted] that there was a problem. Subsequent communications with [redacted] and Broadview Networks suggests to me that Broadview Networks is deliberately obstructing or prventing the ability to port the four numbers to [redacted]. In essence, Broadview Networks is holding our phone numbers hostage, which of course requires that we keep paying Broadview Networks for phone service. Here are my reasons I think Broadview Networks is deliberately obstructing the port: 1. The long delay from December **, 2014 to January **, 2014 to get any kind of response via [redacted] from Broadview Networks. 2. The reason provided, "incorrect BTN", is what [redacted] reported. 3. On January **, 2014, I talked with [redacted], who claimed to be a supervisor with Broadview Networks. He also cited "incorrect BTN" and read off this sequence to me: "[redacted]". This sequence appears on Broadview Networks' own documents for our account. In other words, Broadview Networks is claiming their own account information is unacceptable. 4. On January **, 2014, [redacted] provided his direct phone # of ###-###-#### to me so that I could provide to [redacted] reports "We have left multiple messages for [redacted]. We will continue to call.". 5. On January **, 2014, I called [redacted] and also left a message. My phone call has not been returned as of January **, 2014, 14:57 Eastern. 6. [redacted] apparently lead me to believe that we was going to help, but in reality it appears merely to be a deliberate diversion to obstruct the process. I will appreciate your investigation into Broadview Networks' actions and will appreciate any help you can provide to get these numbers ported to [redacted]. Sincerely, [redacted] Direct number: [redacted] Direct fax: [redacted] Email: [redacted]Desired Settlement: Cooperate completely and quickly to have the four phone numbers in question ported to the new carrier.

Business

Response:

[redacted]

Review: I signed the contract with them for 2 lines but charged with 3 lines , then switched to time warner cable. few weeks later received a termination letter from broadview networks. then few weeks later I received a bill. so , I called the sale representative [redacted] to explain to me about the billing no one answered. then called the company to speak with one of the customer service representative ([redacted]) , she email me all the billings and told me I have a different account . but she only can see one account. I scheduled a phone with the customer representative but she never called me back or reply me email . I have all the past emails . I have called few times trying to resolve the problem why no one able to give me a satisfy answer now im receiving the debt collector lettersDesired Settlement: stop billing me and sending me debt collector letters and close account .

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. Broadview Networks finds the allegations made by this customer to be false.

Broadview Networks advises that initially this customer signed a three (3) year contractual agreement for two (2) POTS telephone numbers and one DSL service to be used in conjunction with one (1) of the two (2) telephone numbers. Telephone numbers [redacted] was installed. On a later date customer then requested an additional telephone number be installed which she signed a three (3) year contractual agreement for as well, telephone number ###-###-#### was installed. Please see attached, signed contractual agreements for all services rendered to this customer.

Broadview Networks advises that though this customer states otherwise she has received copies of contractual agreements which she requested via Broadview Networks Customer Care Department. Broadview Networks advises that this customer has an account balance owed in the amount of $1692.55 which includes early termination fees billed on this account. Broadview Networks further advises that the last payment made on this account was received on November *, 2012 in the amount of $158.72 and this payment covered invoice dated October *, 2012. Broadview Networks advises that reviewing this account we found that the charges are valid. All services billed on this account were requested by customer and we have signed contractual agreements to support our position. This customer discontinued services with Broadview Networks knowing that she had a signed contractual agreement and early termination fees would be assessed.

Broadview Networks advises that if in fact this customer is interested in a settlement she can contact me directly at ###-###-#### and I will be more than happy to assist.

[redacted] Case #: [redacted] Date: 8/**/13

Review: We notified Broadview in March, 201* that we were terminating telephone and internet services with Broad view Networks effective 6/**. We cancelled automatic billing and notified them on * separate occasions that we wanted service terminated by 6/**/1* (contract end date). Our bills have continued to accumulate as we have been calling their billing department for several months now. Each time we call, they state that a supervisor ([redacted]) will call back to resolve the issue. The customer service rep that we spoke to today - 9/**/1* ([redacted]) told us that she had no record of anyone contacting them to cancel service. Twice, we have requested a copy of our contract, which no customer service rep has been able to provide. They told us for the first time today that a cancellation letter was required, we provided our fax number for [redacted] to send it over immediately and the fax never came. We were never informed that a formal letter was required and would have followed procedures to cancel if we had known. We requested a call back from [redacted] today at *:15 and were told that she could not talk to us today. Two owners have contacted customer service, our IT group has contacted them, the Finance tream has contacted them and we are no closer to cancelling our contract then we were back in March 201*.Desired Settlement: We want our contract cancelled effective 6/**/1* as requested and we want the charges from 7/*/1* to present credited.

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 left voicemail messages for [redacted] and resulted to emailing her when calls were not returned.

Broadview Networks advises that this customer is disputing the account balance owed in the amount of $1527.*2 alleging that they requested that service be disconnected on June [redacted] 201*. Broadview Networks advises that our records indicate that on July *, 201[redacted]. contacted Broadview Networks Sales Representative [redacted] requesting to disconnect service. [redacted] was advised to contact the Broadview Networks Customer Care Department to obtain the required Letter of Disconnect that must be completed. We show no record of [redacted] calling in to Customer Care following the advisement of [redacted].

Broadview Networks advises that recognizing that this customer did express that they wanted services disconnected but failed to contact the appropriate department to have this done Broadview Networks is willing to offer this customer a settlement on this account. If services had been disconnected upon request on July *, 2010 customer invoice generated on July *, 2010 would have been valid due to Broadview Networks tariff stating that customer’s must provide a thirty (10) day notification of there intent to discontinue service. This being the case Broadview Networks will credit this account in the amount of $1028.79 to cover invoices generated on August *, 2010 and September *, 2012 the remaining balance of $498.75 will be customer’s responsibility.

Broadview Networks advises that we have attempted to reach [redacted] today via telephone as well as sending her an email requesting that she contacts us so that we may discuss our findings. We have receive no return call, this being the case if [redacted] would like to take the settlement offer she can contact me, [redacted], directly at [redacted]. I have ensured that all services has been disconnected using this complaint as authorization to do so.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: 10/*/13

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Final payment for $498.75 will be processed 10/* and will be mailed to the regular remittance address provided:

[redacted]: Please also ensure that the letters from your collection department are also cleared up.Sincerely,

Review: On March **, 2015, we signed a contract with Broadview Networks for 29 phone lines to be distributed over four separate locations: [redacted]. (The phones were shipped to houses which house individuals with special needs. For privacy purposes, the specific addresses are not being listed on this complaint.) Complaints from our financial department to Broadview concerning their billing practices began as early as the first week of April. First, Broadview charged taxes on their invoices even though we are a tax-exempt 5-01(c)(3). Second, Broadview’s invoices included service charges for locations where phones were neither delivered nor installed. Complete phone deliveries were made to [redacted] (16 devices) and [redacted] (4 devices). However, we never received phones for [redacted], but Broadview continued to charge for service at these addresses.

We specifically asked the Broadview project manager assigned to their account to deliver all 29 phones to [redacted] where our IT consultant would sign for the delivery. Instead, the phones for [redacted], and [redacted] were allegedly shipped directly to these locations. Furthermore, because Broadview did not require a signature for any of these shipments, the equipment delivered to the [redacted] addresses went missing and were never recovered. Any phone usage detected from those locations was due to the fact that we had to place two phones originally designated for [redacted] in these locations.

Lastly, Broadview charged installation fees for Q[redacted] and [redacted] even though the installation was performed by our IT consultant. (Keep in mind the phone for [redacted] was originally designated for [redacted] but was installed by our IT consultant at this location because the phones designated for [redacted] went missing soon after its alleged delivery.)

Starting from April 2015 through July 2015, we consistently reached out to Broadview about these matters but our inquiries were never answered until we expressed our wish to terminate the contract. It was at this time we were told that early termination fees would be applied to our account (total $43,065). The account manager assigned to our account during the contract negotiations did not mention the existence of termination fees.Desired Settlement: We wish to terminate its contract with Broadview Networks and be released from liability for the outstanding balances and early termination fees. Broadview Networks never fulfilled the terms of the contract and engaged in dishonest, unethical, and non-transparent billing practices.

Business

Response:

The Revdex.com[redacted]g Dispute has been resolved by: September **, 2015 Disputewill be resolved bybusiness: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks hasreviewed complaint number [redacted]. Wehave also, reviewed the accounts associated with this complaint. Upon receipt of this complaint weimmediately contacted [redacted] via telephone. Broadview Networks advises that due to the extent of issueswhich are the subject of this complaint, also due to the number of accounts(four) associated with this complaint we will require additional time to providea final response to this matter. Currently, [redacted] is awaiting information from individuals withinher organization; the information is pertinent to this matter. Therefore, Broadview Networks would like toadvise that we are working directly with customer and hope to reach an amicableresolution. LisaT[redacted] Complaint#: [redacted]Legal & RegulatorySpecialist Date: September **, 2015

Review: I have phone service with broad view networks and for the last year I keep on having problems with my phone that i"m losing the dial tone and my phone company broad view networks is very unhelpful does not correct the problem so it should happen it keeps on happening again . At first they used to say the problem exist inside which wasn't covered and if I want I will need to pay $90.00 for a repair technician to come so I went ahead and paid $ 60 .00 for a private technician to check if the problem exist inside and when I was certain the problem is not on the inside wiring and couldn't prove it to them I went ahead added full service maintenance inside the home so they cant come up with that story and if u believe it or not that story ended and since I was never told the problem exist inside , I've had problems and never did they have to come inside to fix it this is a problem that's been happening about once monthly and the last one the ticket was created on DEC ** and it DEC ** and i"m getting the 5th commitment date for DEC ** so I thought its time to take different action and file a complaint here.Desired Settlement: I would like to get a real commitment that this will be taken care of.

Business

Response:

The Revdex.com

Serving Westchester, Putnam, Dutchess, [redacted] Email: [redacted]

Review: I changed telephony and internet providers from Broadview Networks to Verizon in July of 2013. We have one primary dial-in number and a bank of 5 other numbers. The previous contract with Broadview was in effect until ** July 2013, and they received notification on ** July to terminate service. On ** July 2013, we received a letter from their contracting office that they received the notice to change carriers, but would be charging us an early termination fee of $4400, claiming the contract was in effect until ** July 2014. On or about ** August 2013, we received an invoice for service from the period 7/**/13-8/**/13. Presuming the contracting office and billing office had not coordinated the cessation of services, this bill was not paid. This week, we received another invoice from Broadview, and I called the customer service line to have them correct these erroneous invoices. At that time, I was told by one agent that they received notice on July **, and no calls have been placed on our bank of numbers subsequent to that. So she then redirected me to specialist [redacted] to resolve the billing issue. She also told me that she would fax a letter of disconnect to be signed and sent back for the other numbers associated with our account. Apparently the earlier request was only applied to one line, not all six. She also informed me that the cancellation would take 30 days to complete.

So it would appear that the consumer is supposed to know that :

1) All lines are not immediately cancelled when services are requested to be terminated

2) There must be some window in time that must be hit precisely right in order to avoid an early termination fee, and yet still be charged 30 days for service not receiveDesired Settlement: Cease and desist these erroneous invoices, zero out any balance on, and close our account.

Business

Response:

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].

Broadview Networks advises that [redacted] had an integrated T1 circuit with Broadview Networks, from which there were six (6), telephone numbers running off of this circuit. On July **, 2013 one telephone number ported out to another carrier leaving the circuit and the remaining five (5) telephone numbers active and billing. It is customer’s position that they notified Broadview Networks on July **, 2013 that all remaining services should be disconnected. However, Broadview Networks was unable to locate this request checking all incoming faxes including the fax number that customer advised request was sent to (please note that faxes come through via a server and cannot be deleted). This being the case Broadview Networks could not adhere to [redacted]’s request to credit the balance on this account which includes charges from invoices generated on August **, 2013 and September **, 2013.

Broadview Networks advises we have reached a settlement agreement with [redacted] has agreed to remit payment for invoice dated August **, 2013 which was for the amount of $590.27. Broadview Networks has in turn credited back current charges billed on invoice dated September **, 2013 in the amount of $616.61. Once payment is received from customer the account balance will be zero ($0.00) dollars. All remaining services have been disconnected per the request of [redacted] and Broadview Networks finds this matter to be resolved.

[redacted] Case #: [redacted]

Legal & Regulatory Specialist Date: 10/*/13

Review: June 2015 [redacted] engineers phone bill shows Freud international call worth $ 2,200 which is fraud . since 3 to 4 months going back and forth not resolving issues,,,when they need new business they have sweet tongue and now they don't want to help they have given just Credit for-about $ under $ 300.00 our dispute amount is Almost $ 2,300.00we been emailing them since last 4 months and after 4 months they saying they did not get our emails ...we have gotten email address from there employee to send to there fraud department,,, need to get credited ....our company in business for 22 years and this charges are not expect able by broadview network . we have reach her but we going back n forward not resolving . Felicia C[redacted]Customer Account [redacted] ###-###-#### ###-###-####Desired Settlement: Need to have billing adjustment for Freud charges $ 2,300.00 which is totally not our charges...We are very reputable company since many years..

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], its not resolved but they willing discuss to us thanks,so Please withdrawal our complaint

Sincerely,

Review: I keep getting spammer caller that can't be blocked that uses their service (Broadview) on landline. I file complaints of [redacted]. I contacted Broadview by phone and even do call trace, telezapper and nomorobo with no avail. I file a complaint with NYC Consumer Affairs that directs me to law enforcement [redacted] and Broadview.Desired Settlement: End harassing calls.

Business

Response:

The Revdex.com

Dispute has been resolved by: 7/**/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]. Upon receipt of this complaint we immediately contacted complainant [redacted] via telephone.

[redacted] advised that he is receiving spammer calls from telephone number ###-###-####. Broadview Networks advises that [redacted] is not a Broadview Networks customer and the telephone number which he is receiving calls from does not belong to a Broadview Networks customer either. This telephone number is part of a Wholesale account belonging to a telecommunications company which resells Broadview Networks services.

Broadview Networks educated [redacted] on the guidelines set out by the Federal Communications Commission regarding how an unlawful call should be handled. [redacted] must report this issue to his carrier which is [redacted].

Broadview Networks advises that based on the above we request that this complaint be disassociated from Broadview Networks. All telecommunications companies must handle unlawful calls pursuant to Federal Communication Commission guidelines. The subject telephone number which complainant identified as being the number that calls are originating from belongs to another carrier which resells Broadview Networks services.

Consumer

Response:

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

Sincerely,

This company called Broadview Networks is not giving the service that you design I had It a few months and the service turns on & off and Dial all day long to the point that I have to unplug the phone. when I used it to make calls it sounds horrible, this company stress you out. That’s why I want to disconnect and I call them and they tell me to send an email electronic and I did it, 5 times and I Call 8 days wanting to remove this bad service every time I try to remove it call them, again they say I have to wait 4 days the receptions. tell me I have to wait another 30 days. I do not recommend for anything this company Broadview Networks. Look for another company that give proper service and professional for your business 04/07/2016

Review: I signed up with Broadview networks for my phone systems. They ported the wrong phone lines, the phones don't function properly. My security has been tampered and not restored. Their techs don't show up to appointments.

They refuse to cancel my service. They didn't tell me material substantial information that would have made a difference with my decision to move forward with their service.Desired Settlement: For Broadview Networks to take their phones and services back. I don't want to work with them.

Business

Response:

[redacted] Firm’s statement of position andoffer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone. Prior to the receipt of this complaint [redacted] was being assisted by Broadview Networks Repair Department and BroadviewNetworks Customer Service.When speaking with [redacted] headvised that he wished to port services away from Broadview Networks due toservice issues that have been in existence since the installation of service. The service issue was reported to BroadviewNetworks on April *, 2015 and a Broadview Networks technician was dispatchedout to [redacted]’s premise on April **, 2015. The Broadview Networks technician reported back that he found no issues onthe Broadview Networks side. Due tothere being two (2) providers involved with this customer’s service type (Broadview Networksand Cablevision which is the Internet Service Provider) Broadview Networksbegan running remote test in an attempt to isolate where in fact the issue lies at. Our findings were that the issues are on the side of either thecustomer’s network or the Internet Service Provider. As of today Broadview Networks has referred[redacted] to his Internet Service Provider and we have provided him with areport to furnish them with, whichoutlines our findings. [redacted] advises within hiscomplaint that Broadview Networks ported a telephone number over that he didnot want ported over to Broadview Networks. Reviewing the Letter of Authorization signed by [redacted] we found thatthis telephone number was listed on the Letter of Authorization. Due to the fact that this telephone numberwas being used for alarm system though it was listed on the Letter ofAuthorization it should not have been ported over to Broadview Networks as theservice type that [redacted] has cannot work with an alarm system. Upon being made aware of this [redacted] wasadvised that he would have to call into Cablevision to initiate the portrequest as this must be done by the account holder. However, we did assist [redacted] withgetting this telephone number ported back to Cablevision immediately uponreceipt of the order placed by Cablevision. Broadview Networks advises thatwe would never refuse to allow a customer to cancel there service. However, had we agreed to disconnect serviceper the request of [redacted] that would have left him with no working phone service. In order for service to continue working [redacted] would have had to contact another carrier to have his telephone numbersported away from Broadview Networks to the carrier of his choice. We wanted to ensure that [redacted] had clearunderstanding of this prior to disconnecting services. In addition [redacted] does have a three yearcontractual agreement and terminating services with Broadview Networks wouldhave resulted in early termination fees being incurred unless in fact it wasfound that there was an adequate ground that warrants this customer terminatingservice. As of today April **, 2015 afollow up call was made to [redacted] to ensure that he was made aware of theBroadview Networks technicians findings and to offer additional assistance ifneeded. We will continue to work with[redacted] and I will provide him with my direct contact number in the eventthat he needs assistance in the future. Wehave attached a copy of the Letter of Authorization which is labeled atAttachment A as well as the signed three (3) year contractual agreement labeledas Attachment B. In no way doesBroadview Networks condone the porting of telephone numbers without theauthorization of the account holder. [redacted] Case#: [redacted] Date: 4/**/15

Review: Our contract with Broadview Networks expired on 9/**/2013. They acknowledge the receipt of the required paperwork to transfer or disconnect services with a minimum 30 day notice. They received our notices on 7/**/13 but did not log them into they system until 7/**/13. They acknowledge the partial port of two numbers to our new provider on 8/**/13 but refuse to adjust the bill. They acknowledge the receipt of our request to disconnect internet service & remote call forwarding for a [redacted] as of 8/[redacted]13 but refuse to honor the request & adjust the bill. They acknowledge that our main number was the last to port to the new provider on 9/**/13 and that all remaining numbers were to be disconnected that date. They acknowledge that our Broadview equipment was no longer operational by the end of day on 9/**/13. They also acknowledge that we returned all of their equipment as required & it was received by them via FedEx on 9/**/13. I contacted them via phone and email almost daily since the process started in July. It has been a nightmare of confusion and misinformation coming out of Broadview representatives. Once our last bill was received with no adjustment, it took two weeks of calling before the issue was upgraded to billing investigations. That person then chose a random date in October for disconnecting services but still refused to adjust our bill.Desired Settlement: We have a bill for the period 8/**/2013 to 9/**/2013. We want an adjustment to that bill for services terminated, disconnected, or transferred on 8/**/2013, 8/**/2013, & 9/**/2013. Including the reversal of any advanced billing shown on that invoice for charges, features, fees, taxes, interest, late fees, surcharges, ect. for 9/**/2013 onward. If they intended to send us an invoice for a billing period beginning after 9/**/13, that also needs to be reversed.

Business

Response:

Dispute has been resolved by: 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. Upon receipt of this complaint we contacted [redacted] via telephone.

Broadview Networks advises that on July **, 2013 we received a completed Letter of Disconnect and Letter of Disconnect for Complex Services. Customer requested to disconnect VKS circuit number [redacted], and telephone number ###-###-#### as of August **, 2013. On August **, 2013 Broadview Networks received a call from customer at which time customer requested that we pushback the date of disconnect for the VKS circuit due to her not being certain when telephone numbers running off of the VKS circuit will be ported to another carrier. Please note that if the VKS circuit was disconnected prior to telephone number being ported that would have disconnected the VKS circuit as well. Broadview Networks awaited a callback from customer to advise to proceed with disconnect of service. As of October **, 2013 customer called into Broadview Networks advising that service should have been disconnected due to telephone numbers porting out as of August **, 2013.

Broadview Networks advises that customer invoice dated September **2013 was adjusted to reflect disconnection date of August **, 2013. A total credit of $235.54 was placed on this account on October **, 2013. After speaking with Ms. [redacted] and going over details regarding remaining balance and credit placed on this account Broadview Networks agreed to credit back invoice dated October **2013 which was generated due to the past due balance owed on account. A credit in the amount of $22.45 has been placed on this account and customer has agreed to pay remaining balance owed in the amount of $482.79. Services on this account have been disconnected and once payment of $482.79 post this account, this account will be in closed status.

[redacted] Case #: [redacted] Date: 11/**/13

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I was contacted by [redacted] of Broadview Networks who was helpful, understanding & professional. Additional conversations were had with [redacted] up until 11/**/2013 as she agreed additional adjustments were required on the billing period up until 10/**/2013. Adjustments were made leaving a balance of $40 owed to Broadview which [redacted] advised was waived leaving a balance of zero. I thank [redacted] for working with me. I only wish the matter had been referred to her in the beginning. I hope Broadview knows she is an asset to their organization.

Sincerely,

Review: I am the [redacted] for [redacted] of Massachusetts. We moved our hospice office on Monday June [redacted]. Prior to this we contacted our current phone provider Broadview to inform them that we were moving and switching to [redacted] We gave them all the information needed. They have failed to port the phone numbers to [redacted] We are without our phones.....this is day 4. This is not acceptable for a hospice company to not have phones. This is our main office and the number that our patients call into when they have a medical emergency or issue. They have been uncooperative and not responding to our requests. [redacted] has been trying to help us through this process but we continue to meet resistance from Broadview. This is an urgent matter that we need your assistance with. Thank you.Desired Settlement: For them to portal our numbers to [redacted] immediately.

Business

Response:

[redacted]

Dispute has been resolved by: 6/**/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 this customer had a total of nine (9) telephone numbers which were active with Broadview Networks when this complaint was filed. Seven (7) of the nine (9) telephone numbers though with Broadview Networks are operating off of [redacted]’s platform. This being the case any orders to port out those seven (7) telephone numbers would be submitted directly to [redacted] who would then provide Broadview Networks with a Loss of Line Report (report advising that telephone numbers have ported out and Broadview Networks should cease billing). As of the date which this complaint was filed Broadview Networks had not received any Loss of Line Report for the seven (7) telephone numbers and we had not received any port orders for the remaining two (2) telephone numbers.

On June **, 2014 there was a conference call held in which the attendees were myself, [redacted], and [redacted] of [redacted] (winning carrier which customer is porting services to). It was confirmed on this call that Broadview Networks is not directly involved in the porting process of the seven (7) telephone numbers. [redacted] of [redacted] confirmed that the delay in getting the telephone numbers ported over were due to three (3) port orders being rejected by [redacted] due to [redacted] making errors on the orders. As of the date which conference call was held [redacted] advised that the seven (7) telephone numbers will be ported as of June **, 2014. At said time [redacted] advised that the remaining two (2) telephone numbers should be disconnected.

As of today June **, 2014 Broadview Networks advises that we have the allegations made in this complaint to be false. Broadview Networks is not the entity which is directly involved in the porting of the subject seven (7) telephone numbers therefore, Broadview Networks takes no accountability in the delay of the porting of the telephone numbers this issue is between [redacted] and [redacted]. Broadview Networks advises that we have informed [redacted] that we show the subject seven (7) telephone numbers to still be active with Broadview Networks and she will have to work directly with [redacted] to get this matter resolved.

Review: After cancelling or contract with broadview networks and returning our equipment in two boxes on a shipping lable paid for and provided by Broadview Networks the company first claimed that we never returned our equipmend and therfore we need to pay for it. We provided a copy of the proof of delivery for both boxes which were delivered and signed for on 4/**/2015. Broadview took till 5/**/2015 to log the equipment in ther system as received and kept on claiming we didn't return the equipment. After several phone calls, we finally got broadview to recognize that we had retruned our equipment and that it was received, however now the company claims we returned damaged equipment (and not just part of the equipment all of the equipment is supposed to be damaged). The equipment was used for 3 years, however it left our office in perfect working condition, in two separate boxes, which included airpacks etc. (one package had the router, one contained the 4 desktop phones).

After more converstations on the phone with the billing department Broadview still claims we are responsible for the damage (now the claim is that the packages were damaged during transport - there was no mention of that prior) and we were advised to contact the carriere [redacted] to recover the cost.

However we would not be able to contact [redacted] to even start an claim given that we are not the shipper. We made sure to confirm this with [redacted] several times and communicated this to Broadview advising them that they are the shipper and therfore need to open a claim with [redacted].

Regardless of all efforts to commuincate our issue to Broadview and trying to find a solution Boradview, the olny resopns we received was you need to file a claim with [redacted] to recover and pay us for the damaged equipment and handed off the account to a collections agency.

By now the open amount is $1655.13

Please feel free to contact me should you need further clarifications or more information.Desired Settlement: We would like Broadview to credit our account for the equipment chages and drop all late fees.

Business

Response:

[redacted]Dispute has been resolved by: September *, 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]. Broadview Networks has also reviewed the account associated with this complaint. Upon receipt of this complaint we contacted [redacted] via telephone.Broadview Networks advises that when speaking with [redacted] on August **, 2015 she advised that all telephones were returned to Broadview Networks in working status. However, it is Broadview Networks position that yes the phones were returned however, they were returned damaged, therefore, we are unable to assign these returned phones to another customer. Reviewing ‘EXHIBIT A’ which is a picture of the box we received under [redacted] Tracking No. [redacted], this picture was taken as it was received due to the box being opened and within the opening it is clear that there was no packaging material placed within the box by the sender. Viewable in the picture is a [redacted] Package which appears to be a package that is used for shipping however, it is not used nor is it meant to be used as packaging material to protect contents of a box. Based on this photo it is clear that it would be all but impossible for the subject telephones to have been returned to Broadview Networks in working and presentable condition. This being the case it is Broadview Networks position that the fee of $600.00 which was billed on invoice dated June *, 2015 is valid and will not be waived. On invoice dated June *, 2015 this customer was also, charged in the amount of $1000.00 for failing to return an IAD. When speaking with [redacted] on August **, 2015 she advised that the IAD was returned under tracking number [redacted] was advised that we will check inventory on this package and contact her back. It was found that the content of the package delivered to Broadview Networks under tracking number [redacted] was in fact an IAD. However, the IAD that was returned to Broadview Networks is associated with service which Broadview Network provided to customer at service address [redacted]. The IAD devices contain serial numbers; the serial number on the returned device was [redacted]. This customer was billed for failing to return IAD device with serial number [redacted] which is installed at [redacted]. Based on the above Broadview Networks advises that we find the balance on this account to be valid. The “Terms and Conditions” of the contractual agreement are transparent. Reviewing page six (6) of ‘EXHIBIT B’ specifically referencing “Additional Customer Responsibilities” it does state “Customer shall be liable for damage to Company equipment”. Broadview Networks is open to possibly offering a settlement agreement for the damaged phones. However, the IAD must be returned back to Broadview Networks in order to credit the $1000.00 equipment fee associated, there will be no settlement offered for that device. Broadview Networks has left voicemail messages for [redacted] in an attempt to discuss our findings however, we have not received a call back. If [redacted] wishes to discuss this matter further in an attempt to work towards an amicable resolution she can reach out to me [redacted] at ###-###-####.[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:

[Your Answer Here]

Thank you for your response, however we had packaged the phones well and they should have arrived in the same condition they left. If they phones were damaged in transport then [redacted] should be contacted by Broadview as Broadview is the shipper. As a separate point - The phones were used for several years and will show some usage as is to be expected. The phones were leased and over the years we already more than paid for the value of the phones over the years. Regarding the Router, we returned the only Cisco Router we ever received from Broadview, we were not given any additional Router when we moved our office. New phones were provided due to the move but no Router. The Router returned was the router that provided the service, and we don't have any other routers in our possession, because no other router was provided.

Kind regards, [redacted]

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

Sincerely,

Business

Response:

[redacted] Dispute has been resolved by: September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the noticeof rejection to our response to complaint number [redacted]. Having reviewed the rejection response it isBroadview Networks position that charges for damaged and unreturned equipmentin the amount of $1600.00 is valid. Weare in agreement with [redacted] that the four (4) telephones which is BroadviewNetworks equipment was returned however the equipment was returned damaged in amanner that these phones cannot be distributed to anyone else. The picture provided with our response datedSeptember *, 2015 displays phones as we received them with no form of packagingmaterial in the box and additionally the phones were just thrown in thebox. While it is [redacted]'s positionthat damage can be expected due to the length of time that the phones wereutilized by her company, it is Broadview Networks position that the terms andconditions regarding the leasing of the phones were clear as were ourexpectations on receiving the phones back in optimal condition. Though [redacted] requested that BroadviewNetworks files a claim with Federal Express regarding the damaged equipment,Broadview Networks cannot contest to whether or not this equipment was damagedin transit as again the customer did not include any packaging material in thebox with the phones. Additionally, thephones were just thrown in the box. Regarding the IAD device as explained to [redacted] duringour telephone conversation on September **, 2015 we do recognize that there wasan IAD device sent back to Broadview Networks however, that was the IAD deviceutilized in the New York location which Broadview Networks previously providedservice to. This customer was providedwith a new IAD device for her location in Texas,and our records indicate that service as being provided via the IAD deviceshipped to customer for the Texaslocation. Ultimately, while it is Broadview Networks position thatbilling is valid and the scenario with the equipment is that as explained inour previous response. As a courtesyBroadview Networks has credited out this account and finds this matter to befully resolved. This customer will notreceive any further communications in regards to the damaged and unreturnedequipment. This account now has a zero balanceand is in closed status. [redacted]

Consumer

Response:

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

Sincerely,

Absolute disaster.. 1 of my 3 lines have been down for almost 3 months and they still cannot get it going. I have been through several project managers, numerous tickets and every incompetent person with no results. No call backs, no actions, no results. Myself and colleagues have spent too much time, energy and wasted effort trying to resolve an issue that Broadview doesn't seem to care about. They need to educated their employees about critical problems and pro-active solutions effectively, giving the customer the best customer service as stated in their "Mantra."

Review: I cut my service with them and ported my number on the [redacted]. However because they pre charge the service on the 9th they feel that they can rightfully keep this monthly pre-charged payment till my current provider billed me with my new provider, even though I had no service from the [redacted].Desired Settlement: Return the money to the rightful owner without hassle. If they would like to collect for 4 days pro rated out of 30 that I agree. Nothing more

Consumer

Response:

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

Sincerely,

Review: I am contacting you out of desperation. Broadview provides my business telephone and data lines. I have not had internet service since 9/** and have not had a dial tone since 9/**. I have contacted the company multiple times, each time getting a vague explanation that they're working on the problem [without being able to tell me what the problem is] and giving me a date [apparently arbitrary] of when my problems should be resolved. When that date passes and nothing has been fixed, I call them back and they supply me with a new date. With no internet connection and no ability to make calls, they are driving me out of business. I have lost hundreds, maybe thousands of dollars in revenue because of this issue. On 10/** they had no difficulty withdrawing $90 from my bank account for services they did not render. Thank you for your consideration.Desired Settlement: I need to have my phone line AND my internet connection restored IMMEDIATELY. I would like to be compensated in store credit for lost revenue and for services that were not provided.

Business

Response:

Dispute has been resolved by: 11/**/13

Dispute will be resolved by business: N/A

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

Broadview Networks advises that on October**, 2013 this customer reported that telephone number ###-###-#### which is a shared line for voice and DSL was not working. Broadview Networks immediately opened a repair ticket with [redacted] who is the LEC and the only party that can perform work on lines within New York State regardless of who the customer’s telephone carrier is (with the exception of cablevision companies). [redacted] provided a commitment date of October ** 2013 by 5pm to have a technician dispatched out. Broadview Networks attempted to escalate this matter with [redacted] and was advised that they had no earlier dates due to heavy workload in the customer’s area. On October**, 2013 [redacted] advised that this customer loss service due to them being on bad cable pairs and Broadview Networks would need to issue a pair change order with [redacted] to have customer placed on new cable pairs. Broadview Networks promptly issued the requested order to [redacted] who in turn provided us with an order completion date of October **, 2013. [redacted] then canceled order placed by Broadview Networks advising that a pair change was not needed. This being the case on October **, 2013 a Broadview Networks technician was dispatched out to this customer’s premise, the technician found that that the circuit pair which customer was on was not wired up to [redacted] main frame and therefore, the pair change order was needed.

On November**, 2013 [redacted] completed the pair change order and a technician was dispatched out to customer premise to complete wiring of circuit. The technician advised that service is restored. Broadview Networks has placed a credit on this account in the amount of $87.21. This credit is equivalent to total invoice generated on October **, 2013. Broadview Networks finds this matter to be resolved.

[redacted] Case #: [redacted] Date: 11/**/13