BroadVoice Reviews (%countItem)
BroadVoice Rating
Address: 9221 Corbin Ave STE 260, Northridge, California, United States, 91324-2483
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Address: 9221 Corbin Ave STE 260, Northridge, California, United States, 91324-2483
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Web: |
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Add contact information for BroadVoice
OUR INternet has been not working properly since may of this year. the company assigned me a loyalty lead but they have done nothing but drag their fe
feet while the company suffers. our main software is often inoperable. we use quickbooks with right networks environment that requires a stable internet connection. our internet connection is anythign but stable.
we should be getting 50 mb dl speed and 10 upload. we get 10 download and 0.22 upload
this is unacceptable
I have sent them countless images showing this speed. I get met with lots of empty promises. emails that make no sense and are unhelpful. this has gone on for a year at least. most recently in may of this year the problem has gotten worse to the point it disrupts our business every day.
I keep being told by my loyalty lead that they will send someone out here to help. but they never follow through. some days I dont get any responses from them.
other days the responses are very unhelpful , unproductive. this company just is incompetent.
after two months of reporting the issues. one of their lead techs calls me up to explain he is clueless as to what the issue even is. I spent 20 mins explaining to him what the issue was. this was two weeks ago.
its a complete nightmare dealing with them. nothing goes anywhere. its all talk , fluff, there is nothing there no help.
just empty promise after empty promises.
I have emails dating back two years ago about these issues.
a tech to come out here and see the issues first hand. resolution to the problem. someone to monitor the problem/case with me to see if it reoccurs. permanent solution where our user end speeds are not 75 percent lower than what we should be getting. a phone call with authority and experience to resolve the issues
We apologize that *** is continuing to experience service issues. A support case was opened (***) when we discovered that no recent
contacts were made to our Support team regarding the service issue *** is reporting. Our support team is currently working with ***
to resolve service issue as quickly as possible. Moving forard we suggest that *** contacts our Support team first whenever
he experiences service issues. Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in constant contact with *** who is the case manager or customer service lead over there since all of last year and throughout. The issue still remains. Equipment is left at our facility uninstalled to which they demand they get it back or they will charge us again.
The issue still remains were our network host is blaming the ISP. I still have connection drop offs all throughout the day that are not related to timeouts.
Nothing was done once again and the saga continues.
Still patiently working with this ISP for years to resolve this issue. They are not doing anything but trying to save face.
God Awful Experience.
We apologize that *** is continuing to experience service issues. A support case was opened (***) when we discovered that no recent
contacts were made to our Support team regarding the service issue *** is reporting. Our support team is currently working with ***
to resolve service issue as quickly as possible. Moving forard we suggest that *** contacts our Support team first whenever
he experiences service issues. Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in constant contact with *** who is the case manager or customer service lead over there since all of last year and throughout. The issue still remains. Equipment is left at our facility uninstalled to which they demand they get it back or they will charge us again.
The issue still remains were our network host is blaming the ISP. I still have connection drop offs all throughout the day that are not related to timeouts.
Nothing was done once again and the saga continues.
Still patiently working with this ISP for years to resolve this issue. They are not doing anything but trying to save face.
God Awful Experience.
Notes from our customer loyalty team from 11/21/19 confirm the were able to schedule a technician
to visit ***'s location on 11/22/2019. On a current similar case, we are waiting to schedule time with *** as his facilities are currently closed due to Covid-19.
Shut off phone service with no prior warning or demand for payment.
My original contract with Broadvoice was May of 2018. I was quoted a monthly fee of $34.69 which was to be deducted from my Business account monthly. my contract says "monthly billing occurs on the activation day of each month. Automatic credit card payments will then be processed on the monthly billing date. In the first 5-6 months, there was no consistent billing date: payments were taken (with no notice) on the 16th, 18th, 19th and 24th of the month and it varied month to month. My contract calls for a withdrawal of $34.69, but they took more than my contract amount monthly. I received a phone call on 7/26/19 in which Broadvoice told me that my credit card payments were not going through and that I had to call my bank and resolve the problem. I responded that they had taken monthly payments and there was no reason for the decline, that I used that card for other payments and everything always went through. Yesterday, with no prior warning except for an email, Broadvoice shut down my telephone service. I tried to login to my account, but could not. I sent along an email to state that I wanted to pay the invoice and to change my username so that I could pay. I have received no reply. I can't get through. I've been trying to contact them to resolve my billing issues and they won't return emails or calls.
turn my phone back on and adjust bill
We have reviewed *** account and we apologize for the unpleasant experience. We encountered an issue with his provided credit card where charges were not successfully completing for 3 billing cycles. A call was made to *** on 07/26/2019 to inform him of the payment issues we had been experiencing, to update his payment information if possible and to make a payment in order to avoid suspension. His service account was suspended on 07/29/2019. On 7/30/2019, *** logged in to his online account portal to update his payment information, made a payment and his service account was reestablished. With regards to inconsistent billing, we see that he was quoted a total of $34.69 upon signing up. Prior to the activation of his service, *** ported a fax phone number which is an additional $2 per month and is properly displayed in his all his invoices. Taxes and surcharges may vary on a monthly basis and may change at any time without notice. If further assistance is required, please let us know.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive a call on 7/26. At no time during the call was it stated that my service would be suspended within one business day in fact, I was not told at all about the potential suspension.
After I ended the call their representative was very rude and not helpful I attempted to login and change my credit information. I was unsuccessful with my login and I contacted Broad Voice by email to attempt to have them reset my login.
I did not receive a response to my email. Instead they simply suspended my service and informed me by automated email. I was NOT given a chance to change my credit card (I didn't trust the rude Broad voice representative to take my information over the phone line).
Every time I attempt to contact Broad Voice, whether by email (never any timely response) or telephone endless wait times for service, no return phone call I am frustrated.
The extra $2 charge was never explained to me, was instituted without warning or notice. The agent that I dealt with from the beginning knew that I was using an outside service for fax and the $2 was not included in the proposal presented to me which I signed and accepted.
During the first 4-5 months of billing, the date that Broad Voice took money from my account, the date varied it was not fixed and no advanced notice preceded the charging of my account. It could be the 18th, 19th, 24th no warning and no consistency.
If I attempted to contact Broad Voice, I did not receive a return email or call. They made no attempt at resolution or response.
We apologize for the unpleasant experience. We have reviewed *** account again and found a discrepancy with the quote that was presented to ***. We see that the additional cost for a 2nd number was not included. As a result of this error, we have comped that additional service reducing *** monthly amount by $2 until the end of his contract term (6/18/21). *** account will also be credited for the additional cost for the 2nd number starting from the day of activation.
With regards to not being informed of a suspension. We reviewed the call on 7/26/19 and can confirm that suspension was not mentioned during the 5-minute call. However, since *** ended the call, this did not give our Agent the opportunity to mention of a potential suspension as the topic being discussed leading up to ending the call was about his experience with the Mastercard that no issues have been reported except from Broadvoice. Records show a consistent error while attempting to charge *** Mastercard that reads, "The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder. (***). An approval was not returned for the transaction." After the call we sent an email to *** on 7/26/19 informing him that his account was suspended from making outbound calls since a payment was not made since March of 2019. On 07/29/19, we see *** adding a secondary credit card and processed a payment.
In recent weeks we have made improvements with our customer service team which have reduced hold times drastically and response times with received emails. Moving forward *** should see shorter hold times and quicker response times should he contact us by phone or email.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it ironic that the only way that I could get a response from Broad Voice was to file a complaint with the Revdex.com. Since I have been with Broad Voice, the ONE response I have received to ALL of my attempts at contact was that 7/26/19 phone call.
I dispute Broad Voice*** explanation since I did not terminate the call, Broad Voice*** representative did. I insisted that Broad Voice was making the mistake, that no other company -- Amazon, Staples, etc. -- had a similar problem with that credit card. In fact, if the address was wrong, it would have been wrong from the first time charged. There was nothing I did to change the address.
I am currently making arrangements to terminate my contract with Broad Voice. The agent through which I contracted with Broad Voice, ***, has informed me that Broad Voice has waived the early termination fee.
Finally, since there was NEVER a second phone line, I don't know why Broad Voice was charging me for the second line. I find this charge to be unfair and deceptive within the meaning of M.G.L. chapter 93A -- I should receive treble the damages paid due to their predatory practices.
I complained to Broad Voice directly about the extra charge and received no response. Assurances about additional consumer response by Broad Voice is, frankly, laughable.
I would like a confirmation of the waiver of the termination fee and a refund of 100% of the money paid to Broad Voice. I will arrange for a new service to take over within the next 2 months.
If it was possible to give 0 stars I would. This is by far the worst customer service experience I have ever had. Many of the features never worked the way they should or simply had "placeholder" headings in the software. This company absolutely did not care that their service malfunctioned and caused prolonged outages to our entire phone system during which our customers could not reach us and my entire call center staff could not work. Over last summer I had to send my staff home hours early on 2 separate occasions because the phones were down and those were just the outages we decided not to wait out. The product was not what we were told that it was at all. We never received any follow up from a manager or supervisor despite numerous requests.
After we tried to terminate our account they continued to bill us for another 6 months! I spoke to a half a dozen people and even had an email confirming the account cancellation when they billed us again for almost 3 times what our monthly bill had been. I filed fraud with the credit card company and FINALLY spoke to a supervisor. She did eventually approve only a PARTIAL refund of the erroneous billing and I ran while I could but not before getting her to put the final interaction in writing. This company is absolutely awful and I would not recommend them to my worst enemy.