Helix Telecom, Inc.

Thank you for contacting Helix Telecom The Helix Telecom Terms of Service defines our service commitments to our customers The Helix Telecom Terms of Service is..- printed on every quote (see attached sample)- on every invoice (see attached sample) - on the Activation Form
the customer completed during the Siprocess (found at http://www.helixtelecom.com/activate)- in the DOCUMENTS section of the customer's billing profile- online (at http://tos.helixtelecom.com) - on a number of other communications with the customer Contracts form the basis of our society and allow for smooth commerce Customers who file a complaint when the Terms of Service are honored depict a certain degree of incivility and poor communication we only expect from the unwashed masses If this were the average consumer then we must take into account generally poor education standards but when a business owners enters into a commercial contract we expect everyone to honor their commitment. We would like to start by explaining the purpose of the Terms of Service Helix Telecom's standard rate is $12.95/phone/mo including taxes and fees Most commercial suppliers in north america charge between and times this rate *** *** charges $44/phone/mo + tax for a comparable product and *** charges $34.95/phone/mo + tax for a comparable product The complaint also demands on-site support not offered by any major telecommunications provider in North America including ***, ***, ***, ***, ***, ***, *** ***, ***, etcetc Helix Telecom's responsibility is to limit the rise in costs seen at most of our competitors This is done by honoring our Terms of Service.Paragraph of the Terms of Service states the customer accepts the equipment from Helix Telecom and the customer is responsible for care and maintenance of the equipment This paragraph has not changed since Helix Telecom, as a courtesy, has sent technicians to the customer's site in the past but this is purely at our discretion Based on the customer's response our courtesy was a mistake Our decision not to send a technician at our expense did not prevent the customer from hiring a competent technician or contacting a Helix Telecom vendor directly In this specific instance the customer demanded additional compensation beyond what we offered and what was defined in the Terms of Service We already offered the customer on-site service, something we have done for no other customer in years, and the customer remained unhappy This signaled to Helix Telecom that violating our own Terms of Service to offer on-site support could later expose Helix Telecom to liability and litigation we felt was an unnecessary risk to Helix Telecom and our other customers Paragraph of the Terms of Service states the customer may cancel service at any time without penalty provided they have no outstanding balances If the customer chooses to cancel they are under no obligation to return the equipment On ticket #*** attached the customer acknowledged they submitted a cancellation in writing ("so we said we would need to terminate") and asked for information about the termination process On Ticket #*** (attached) the customer requested that we disable automatic payments on the customer's account This is the first complaint we have received in our history where a customer asked us to terminate their service then complained that we terminated their service If the customer terminated service before they migrated to a new service it would strike me as poor planning Our Terms of Service clearly state the customer can cancel and we have to honor that paragraph of our agreement. It would seem the remainder of the customer's complaint is centered on a demand for products or service not offered by Helix Telecom or not paid for by the customer Please let us know if you have any further questions or concerns

Thank you for contacting Helix Telecom You are certainly welcome to believe Helix Telecom is entirely comprised of a single person It would seem incredibly foolish for a single person to run an entire VoIP company Helix Telecom has been in business for years with thousands of customers and a A+ Rating with the Revdex.com If Helix Telecom was entirely run by a single person then we would see dozens or hundreds of complaints about poor service In any case a single person running an entire company is not illegal and is still not a reason to pay more for phone service It appears most of our customers agree with our belief If Helix Telecom was engaged in some illicit behavior then we would have refused to refund your payment In this case we quickly refunded your payment and canceled your order Helix Telecom fully complies with all state and federal laws Our previous response contained our corporate filing information and FCC license As an American you are also welcome to engage in litigation We wish you the best in your endeavors We hope this satisfies your concerns and we wish you the best searching for a new provider

It appears the customer considers herself among one of the classes we referenced in our previous response. This is unfortunate but only clarifies our position. The customer is demanding a service they did not pay for from a company that does not offer it. This complaint is akin to the customer going to a nail salon, demanding a pedicure, after the pedicure is complete the customer demands a car wash despite "car wash" not being listed on the menu of services the nail salon provides. Furthermore the customer believes it is the nail salon's responsibility to compensate another company to provide such service without payment to the nail salon. In this case the "nail salon" offered to compensate a third party to wash the customer's car to resolve the customer's concerns but the customer then demanded compensation for the "privilege" of the nail salon compensating a third party to wash the customer's car. When the nail salon refuses the customer chooses to file a complaint with the Revdex.com. The Helix Telecom Terms of Service can be found online at http://tos.helixtelecom.com. The Helix Telecom Terms of Service must be agreed too during the siprocess and as a condition of payment on every invoice. We encourage the customer to review the Terms of Service and locate the paragraph that states Helix Telecom is responsible for offering on-site service or support for the customer's internal network. If the customer can reference such a paragraph then we will be happy to offer an apology and refund for service. If the customer is unable to locate such a paragraph then it is because the customer's demands are unwarranted or because the customer is part of one of the classes we earlier. In either case we feel the customer's plight is unfortunate

Helix Telecom offers customers an quality product and a very low price not matched by most competitors in the industry. We are sorry the phones did not work for you but we make it clear on the initial invoice and the Helix Telecom Terms of Service that you are responsible for installing the phones...

and troubleshooting any problems that may arise. If you are unhappy with your products or services during the first 15 days then you may return all the equipment for a full refund. Even after the 15 day period Helix Telecom offers customers a buy-back program where we will pay fair market value for like-new equipment.   You were provided information on how to send the phones back for an appraisal and partial refund.For your convenience we have attached a copy of the initial invoice for you.  Please refer to the the following sections:- Wholesale Support Limitation that states we do not provide you with any technical assistance or support.   - Return Policy that states we charge a 50% restocking fee on equipment returned within 15 days.   - Terms of Service that states you agree to the Helix Telecom Terms of Service as a condition of payment.   Furthermore our Terms of Service clearly states customers may cancel their contract at any time without penalty provided the account is in good standing. If you have been experiencing difficulty "for months" then why would you continue service? I would also be curious why you would complete the Helix Telecom Port Request Form and move numbers to Helix Telecom from other carriers?   These questions puzzle me.   In any event we feel it would be inappropriate to continue billing you for services that are not satisfying your needs. For this reason we have disabled automatic billing on your account and adjusted your monthly invoice to prevent any further funds from being deducted from any credit card on file. Since we are unable to accept any further payment we will maintain your account until November 31, 2014 at no charge to you. Please keep in mind our Terms of Service state we will continue to invoice you until your account is closed. You should ignore these invoices and any late charges that may appear on the invoices.  Please consider using one of the many alternative providers available. We may suggest [redacted] or [redacted]. This is not an endorsement for any specific product but simply an example of alternatives that may be a better solution for you. If you need any assistance porting your number to another carrier simply obtain a Letter of Agency from the alternative carrier.  We are happy to complete the Letter of Agency and return it to you.Thank you for using Helix Telecom. We are sad to see you go but we wish you the best in the future!

Dave Wa[redacted]r faked the entire scenario, no wonder that I see few complains here already about Helix. You do not have a valid business address, nor a physical address. Dave W[redacted] playing a role of sales, then support, then verification, then customer service, then risk management, you name it.... Many many names. You will never call this company and get a professional response. You're call is always going to the voicemail!!Dave W[redacted] did not require a proof of payment, as the payment was completed with my American Express card ( thats how online business operate). The card has my name and address, its the merchant job to verify the billing info. Not DAVE W[redacted]'s job. [redacted], on the other hand, collects the data, asks for full personal info, when I masked the credit card expiration date and CSV, he didn't like that, and he needed a full copy of the credit card ( which I will never give) because I know how valuable this data for his black market.I promised to take legal action toward Helix and I am in the process of doing so for asking for such information! Also, reporting to the city were he conducts business without a valid business license.Since Helix Telecom doesnt have a physical address, or a valid business license, this means they do not pay taxes to the city and state were they actually reside! By law, any business operating from Arizona must have a valid business license. Anybody can register in Wyoming to run away from taxes!Why do business with this shady company that doesn't exist !! stay away, lots of options!!

Helix Telecom is a FCC licensed telecommunications provider authorized to provide service in 50 states.   Helix Telecom's FCC license ID is 829104.   Helix Telecom is also a registered C Corporation in the state of Wyoming and our registration is valid.  Our corporate filing ID is...

2011-[redacted].  Mr. A[redacted] placed an order online with Helix Telecom on July 20, 2017 at 1:02pm PST for telecommunication services.  Mr. A[redacted] was advised during the checkout process he would be required identification for law enforcement and proof of payment.   Mr. A[redacted] was sent instructions explaining what identification was acceptable and how to provide proof of payment.  These requirements conform to the American Express Terms of Service and federal PCI compliance requirements. Mr. A[redacted] refused to provide the necessary proof of payment.  Mr. A[redacted] order we voided and Helix Telecom issued a full refund at 4:11pm PST.   This was approximately 3 hours after payment was received.    Helix Telecom has no further business relationship with Mr. A[redacted].Mr. A[redacted] followed the cancellation of his order with a series of offensive chat and email communications via Skype, email and chat.   Attached is a sample of Mr. Alaydie's communication with Helix Telecom.  Please note, before reviewing the attached chat log, it contains strong and offensive language.   Attached you will find a copy of Mr. A[redacted] order history.   You will also find the IP address information for the order.   This information was matched to Mr. A[redacted] location information on the order and subsequent chat request. In an effort to protect our staff and contractors from Mr. Al[redacted] abusive behavior he has been blacklisted from our system.  He is neither permitted to contact us in the future or sign up for service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Instead of being professional, the business continues with the name calling and claiming we must have poor education. Really?! Never experiences such "construction" mentality from a business owner in my 8 yrs in business. So consumers are subject to this kind of name calling when their vendor doesn't know how to act ethically and professionally? All consumers should be aware of their conduct.
Regards,
[redacted]

It appears the customer considers herself among one of the classes we referenced in our previous response.   This is unfortunate but only clarifies our position.   The customer is demanding a service they did not pay for from a company that does not offer it.   This complaint is akin to the customer going to a nail salon, demanding a pedicure, after the pedicure is complete the customer demands a car wash despite "car wash" not being listed on the menu of services the nail salon provides.  Furthermore the customer believes it is the nail salon's responsibility to compensate another company to provide such service without payment to the nail salon.  In this case the "nail salon" offered to compensate a third party to wash the customer's car to resolve the customer's concerns but the customer then demanded compensation for the "privilege" of the nail salon compensating a third party to wash the customer's car.  When the nail salon refuses the customer chooses to file a complaint with the Revdex.com.  The Helix Telecom Terms of Service can be found online at http://tos.helixtelecom.com.   The Helix Telecom Terms of Service must be agreed too during the sign-up process and as a condition of payment on every invoice.  We encourage the customer to review the Terms of Service and locate the paragraph that states Helix Telecom is responsible for offering on-site service or support for the customer's internal network.  If the customer can reference such a paragraph then we will be happy to offer an apology and refund for service.  If the customer is unable to locate such a paragraph then it is because the customer's demands are unwarranted or because the customer is part of one of the classes we earlier.   In either case we feel the customer's plight is unfortunate.

David Walker is very helpful... I love to get the support from Helix Telecom.

whenever I call them or chat with them or raise a ticket I get a response in 60 seconds.

which is marvelous and terrific...I would recommend everyone company to get the support and service with this company.

services is 101%

support is 200%

Thank you for contacting Helix Telecom.   The Helix Telecom Terms of Service defines our service commitments to our customers.   The Helix Telecom Terms of Service is..- printed on every quote (see attached sample)- on every invoice (see attached sample) -...

on the Activation Form the customer completed during the Sign-up process (found at http://www.helixtelecom.com/activate)- in the DOCUMENTS section of the customer's billing profile- online (at http://tos.helixtelecom.com) - .. on a number of other communications with the customer.   Contracts form the basis of our society and allow for smooth commerce.   Customers who file a complaint when the Terms of Service are honored depict a certain degree of incivility and poor communication we only expect from the unwashed masses.  If this were the average consumer then we must take into account generally poor education standards but when a business owners enters into a commercial contract we expect everyone to honor their commitment. We would like to start by explaining the purpose of the Terms of Service.   Helix Telecom's standard rate is $12.95/phone/mo including taxes and fees.   Most commercial suppliers in north america charge between 2 and 3 times this rate.   [redacted] charges $44/phone/mo  + tax for a comparable product and [redacted] charges $34.95/phone/mo + tax for a comparable product.   The complaint also demands on-site support not offered by any major telecommunications provider in North America including [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], etc.. etc..   Helix Telecom's responsibility is to limit the rise in costs seen at most of our competitors.  This is done by honoring our Terms of Service.Paragraph 6 of the Terms of Service states the customer accepts the equipment from Helix Telecom and the customer is responsible for care and maintenance of the equipment.   This paragraph has not changed since 1999.   Helix Telecom, as a courtesy, has sent technicians to the customer's site in the past but this is purely at our discretion.   Based on the customer's response our courtesy was a mistake.   Our decision not to send a technician at our expense did not prevent the customer from hiring a competent technician or contacting a Helix Telecom vendor directly.   In this specific instance the customer demanded additional compensation beyond what we offered and what was defined in the Terms of Service.   We already offered the customer on-site service, something we have done for no other customer in years, and the customer remained unhappy.   This signaled to Helix Telecom that violating our own Terms of Service to offer on-site support could later expose Helix Telecom to liability and litigation we felt was an unnecessary risk to Helix Telecom and our other customers.  Paragraph 2 of the Terms of Service states the customer may cancel service at any time without penalty provided they have no outstanding balances.  If the customer chooses to cancel they are under no obligation to return the equipment.  On ticket #[redacted] attached the customer acknowledged they submitted a cancellation in writing ("so we said we would need to terminate") and asked for information about the termination process.   On Ticket #[redacted] (attached) the customer requested that we disable automatic payments on the customer's account.  This is the first complaint we have received in our history where a customer asked us to terminate their service then complained that we terminated their service.  If the customer terminated service before they migrated to a new service it would strike me as poor planning.  Our Terms of Service clearly state the customer can cancel and we have to honor that paragraph of our agreement. It would seem the remainder of the customer's complaint is centered on a demand for products or service not offered by Helix Telecom or not paid for by the customer.  Please let us know if you have any further questions or concerns.

Helix Telecom offers customers an quality product and a very low price not matched by most competitors in the industry. We are sorry the phones did not work for you but we make it clear on the initial invoice and the Helix Telecom Terms of Service that you are responsible for installing the phones...

and troubleshooting any problems that may arise. If you are unhappy with your products or services during the first 15 days then you may return all the equipment for a full refund. Even after the 15 day period Helix Telecom offers customers a buy-back program where we will pay fair market value for like-new equipment.   You were provided information on how to send the phones back for an appraisal and partial refund.For your convenience we have attached a copy of the initial invoice for you.  Please refer to the the following sections:- Wholesale Support Limitation that states we do not provide you with any technical assistance or support.   - Return Policy that states we charge a 50% restocking fee on equipment returned within 15 days.   - Terms of Service that states you agree to the Helix Telecom Terms of Service as a condition of payment.   Furthermore our Terms of Service clearly states customers may cancel their contract at any time without penalty provided the account is in good standing. If you have been experiencing difficulty "for months" then why would you continue service? I would also be curious why you would complete the Helix Telecom Port Request Form and move numbers to Helix Telecom from other carriers?   These questions puzzle me.   In any event we feel it would be inappropriate to continue billing you for services that are not satisfying your needs. For this reason we have disabled automatic billing on your account and adjusted your monthly invoice to prevent any further funds from being deducted from any credit card on file. Since we are unable to accept any further payment we will maintain your account until November 31, 2014 at no charge to you. Please keep in mind our Terms of Service state we will continue to invoice you until your account is closed. You should ignore these invoices and any late charges that may appear on the invoices.  Please consider using one of the many alternative providers available. We may suggest [redacted], [redacted], [redacted] or [redacted]. This is not an endorsement for any specific product but simply an example of alternatives that may be a better solution for you. If you need any assistance porting your number to another carrier simply obtain a Letter of Agency from the alternative carrier.  We are happy to complete the Letter of Agency and return it to you.Thank you for using Helix Telecom. We are sad to see you go but we wish you the best in the future!

It appears the customer considers herself among one of the classes we referenced in our previous response.   This is unfortunate but only clarifies our position.   The customer is demanding a service they did not pay for from a company that does not offer it.   This complaint is akin to the customer going to a nail salon, demanding a pedicure, after the pedicure is complete the customer demands a car wash despite "car wash" not being listed on the menu of services the nail salon provides.  Furthermore the customer believes it is the nail salon's responsibility to compensate another company to provide such service without payment to the nail salon.  In this case the "nail salon" offered to compensate a third party to wash the customer's car to resolve the customer's concerns but the customer then demanded compensation for the "privilege" of the nail salon compensating a third party to wash the customer's car.  When the nail salon refuses the customer chooses to file a complaint with the Revdex.com.  The Helix Telecom Terms of Service can be found online at http://tos.helixtelecom.com.   The Helix Telecom Terms of Service must be agreed too during the sign-up process and as a condition of payment on every invoice.  We encourage the customer to review the Terms of Service and locate the paragraph that states Helix Telecom is responsible for offering on-site service or support for the customer's internal network.  If the customer can reference such a paragraph then we will be happy to offer an apology and refund for service.  If the customer is unable to locate such a paragraph then it is because the customer's demands are unwarranted or because the customer is part of one of the classes we earlier.   In either case we feel the customer's plight is unfortunate.

I been using this company for the last couple years customer service # 1 the best price and quality I loved thanks Helix Telecom, Inc. for saving money

Greetings! I am writing to you today to tell everyone about my positive experience with Helix Telecom. For over a year, I tried and searched for a low cost VOIP provider. Many claimed to be low cost but the fees kept increasing. Most claimed superior quality and this was also often a fallacy.

Then I found the Helix website: http://mynewphonesystem.com/ I could not believe when I saw how CHEAP it was to obtain their service. I actually did not believe it, figuring there must be some catch or maybe I would have to pay for 10 years in advance. After speaking with the sales team I was elated to find out that service was available on a month-to-month basis with no cancellation fee or long term commitment. I am able to have a tool free number, local number, toll free fax line, virtual call routing, unlimited inbound and outbound service and tons of customization for less than 25% of the next closest in competition. I did not even have to purchase anything and I had choices of different types of soft-phones for me to use free. The call quality is far superior then most others I have tried and none are better.

I want to be 100% honest in saying that working with this company has been a delightful experience. From set-up to customization the live chat people are awesome! My computer crashed and I needed help to re-install everything again, and they did not even complain. My bill is sooooo small with this company, but from the level of service I continually receive, I am treated like I am spending hundreds a month.

This company has a reseller program and I could easily double their cost and sell it cheaper than the competition to make some money, BUT I love what they do so much I would hate to mess with it. Everyone, deserves to find a deal like this. I am pleased that they delivered 100% on their claims and promises. I could not be happier.

Whether you have a 100 seat call center or you are looking to save money on your phone bill at your autoshop, Helix Telecom is a necessity for any successful business.

M[redacted] B[redacted]

owner of Join2gether

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Instead of being professional, the business continues with the name calling and claiming we must have poor education. Really?! Never experiences such "construction" mentality from a business owner in my 8 yrs in business. So consumers are subject to this kind of name calling when their vendor doesn't know how to act ethically and professionally? All consumers should be aware of their conduct.

Regards,[redacted]

I mistakenly purchased a Helix telephone based on their misleading eBay auction. Expecting to receive a fully functional telephone for use with their services, what I recieved was highly limited product that was not supported by it's manufacturer. With features I expected removed from the phone, I attempted to contact customer service for a return. Upon contacting Helix Telecom, I was told that I had voided the warentee by modifying the device. (Something that I hadn't done). After extensive debate, combined with impressively lousy customer service, I reversed the charges on my credit card. Helix has since threatened me with lawsuits and other forms of harassment. DO NOT DO BUISNESS WITH THEM. You have been warned.

I have been working with Helix Telecommunications for 2 years and am very impressed by their work ethic. From the top down I have seen them bend over backward to ensure customer satisfaction. Their knowledge is first rate and they do not take any shortcuts when it comes to supporting equipment (routers and switches) or telephones.

I have participated with them on numerous projects and it is a pleasure to work with a company that does such high quality work and provides outstanding customer service. When I am working on a site with Helix, I know their work and equipment will meet the highest standards, and the customer will be very pleased with the results.

I have recommended them to numerous clients and will continue to do so with complete confidence in their products and services.

David W[redacted] / Helix Telecom lists telecom devices for sale on [redacted] at extremely low prices. In the description of the advertizement, he puts statements to the effect that if the buyer contacts the seller or requests a refund from the seller for any reason, then the seller is legally entitled to a $350 payment from the buyer for bothering the seller. This is against [redacted] policy of course. Furthermore, in my experience with Helix Telecom, the telecom device W[redacted]/Helix is selling is defective, so naturally when a buyer receives one of these devices, the buyer discovers that it is defective and wants their money refunded. Once the buyer requests a refund for the defective item, W[redacted]/Helix then files a small claims case in Maricopa County Justice Court against the buyer, alleging a debt owed of $350. In order to avoid default judgment against the buyer, the buyer must pay $42 in court fees simply to respond to the case. After that there is the actual court case. W[redacted]/Helix tries to get the buyer to settle out of court by threatening the buyer about destroying the buyer's credit record. The idea is that buyers will not respond to the court case or that buyers will not be able to travel to Maricopa County to defend themselves in court. In either case, W[redacted]/Helix will get a default judgement in his favor. If a buyer actually goes through all the trouble to respond to the court and to attend the court case, then the buyer will win a judgment against W[redacted]/Helix. However, W[redacted]/Helix refuses to pay the judgment. W[redacted]/Helix doesn't have a physical address in Arizona. They use a post box at a local [redacted] store and a post box at a [redacted] location. Helix Telecom is registered as a business in Wyoming, but they don't have a physical location in ** - they use the address of the Registered Agent. If you search the Maricopa County Justice Court historical cases (online) you will find that W[redacted]/Helix has perpetrated this numerous times.

Review: They started out great when we first signed up our phone services with them for our business. Always sent out their support within 1-2 hours and you always got a local person to troubleshoot any issues. Something happened to this company in the last year, maybe a change in ownership. Told them that one of our extensions rings non stop from blank phone number and that we were not receiving our messages sent to our email anymore. They responded back that they would send someone out next week to download an update to our phone since it was missing the updated software. In our line of healthcare work, we have to be notified as soon as patients contact us. Their response back to us is that they will rescind all support from us and that we can pay for our own support. They told us to terminate the contract and to just keep the phone. We submitted a review of the company without any expectation of any further customer service from them. We just wanted our feedback so that other consumers can decide before purchasing services from them. Instead, we have been on the attack by the company by false claims of the issues and been portrayed as "hostile" and unreasonable. In their own response, onsite customer service was what we were promised and had been given when we first signed up with them which was 2012. Now they said it hasn't been available since 2012, yet that's what we signed up for in 2012. They said they changed their contract and we've been notified with new activation. We are not a new activation. Then the company makes sound like we are just so hostile and dangerous that for the safety of their vendors they rather rescind their customer service because we made unreasonable demands on them. Boy, this sounds like stories of men in black after them too. And all of their complaints are just from ignorant business customers of pushing the blame game on anyone else except them. I'm sure most business owners have much more intelligent and education then the owners and customer support staff response to all the complaints and reviews. Wow, that's quite a way of making you feel appreciated as a customer isn't it? My recommendation is to stay away from this company and pay for quality service. Read their responses to customers and read between the lines. If the customer service responses does not address how they can resolve issues with their customers to keep them happy but instead throw mud at their customers that's how they will treat you too. Like mud.

We had previously filed a complaint against the company for failing to meet their contract obligation. The company did not want to do anything to try to correct the matter but instead made up reasons of us being "hostile" as a reason why they were not able to provide support. We officially filed our complaint yesterday with Revdex.com and today after they have already taken our payment out for this month's services, they disconnected our phone lines before we could transfer our services to a new provider as retaliation for filing our complaint. They refused to answer any service ticket items. They have demonstrated lack of integrity, professionalism, and ethics as required to be a member of Revdex.com. We are a healthcare provider and they are harming our patients ability to receive immediate care because of their own need for retaliationDesired Settlement: stop retaliation and slandering us and apology for their lack of customer service. The relationship is passed being saved but at least be ethical and professional

Restore our services immediately or provide immediate refund for damages. We are a healthcare provider and this violates [redacted] for our ability to provide immediate care for our patients.

Business

Response:

Thank you for contacting Helix Telecom. The Helix Telecom Terms of Service defines our service commitments to our customers. The Helix Telecom Terms of Service is..- printed on every quote (see attached sample)- on every invoice (see attached sample) - on the Activation Form the customer completed during the Sign-up process (found at http://www.helixtelecom.com/activate)- in the DOCUMENTS section of the customer's billing profile- online (at http://tos.helixtelecom.com) - .. on a number of other communications with the customer. Contracts form the basis of our society and allow for smooth commerce. Customers who file a complaint when the Terms of Service are honored depict a certain degree of incivility and poor communication we only expect from the unwashed masses. If this were the average consumer then we must take into account generally poor education standards but when a business owners enters into a commercial contract we expect everyone to honor their commitment. We would like to start by explaining the purpose of the Terms of Service. Helix Telecom's standard rate is $12.95/phone/mo including taxes and fees. Most commercial suppliers in north america charge between 2 and 3 times this rate. [redacted] charges $44/phone/mo + tax for a comparable product and [redacted] charges $34.95/phone/mo + tax for a comparable product. The complaint also demands on-site support not offered by any major telecommunications provider in North America including [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], etc.. etc.. Helix Telecom's responsibility is to limit the rise in costs seen at most of our competitors. This is done by honoring our Terms of Service.Paragraph 6 of the Terms of Service states the customer accepts the equipment from Helix Telecom and the customer is responsible for care and maintenance of the equipment. This paragraph has not changed since 1999. Helix Telecom, as a courtesy, has sent technicians to the customer's site in the past but this is purely at our discretion. Based on the customer's response our courtesy was a mistake. Our decision not to send a technician at our expense did not prevent the customer from hiring a competent technician or contacting a Helix Telecom vendor directly. In this specific instance the customer demanded additional compensation beyond what we offered and what was defined in the Terms of Service. We already offered the customer on-site service, something we have done for no other customer in years, and the customer remained unhappy. This signaled to Helix Telecom that violating our own Terms of Service to offer on-site support could later expose Helix Telecom to liability and litigation we felt was an unnecessary risk to Helix Telecom and our other customers. Paragraph 2 of the Terms of Service states the customer may cancel service at any time without penalty provided they have no outstanding balances. If the customer chooses to cancel they are under no obligation to return the equipment. On ticket #[redacted] attached the customer acknowledged they submitted a cancellation in writing ("so we said we would need to terminate") and asked for information about the termination process. On Ticket #[redacted] (attached) the customer requested that we disable automatic payments on the customer's account. This is the first complaint we have received in our history where a customer asked us to terminate their service then complained that we terminated their service. If the customer terminated service before they migrated to a new service it would strike me as poor planning. Our Terms of Service clearly state the customer can cancel and we have to honor that paragraph of our agreement. It would seem the remainder of the customer's complaint is centered on a demand for products or service not offered by Helix Telecom or not paid for by the customer. Please let us know if you have any further questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Instead of being professional, the business continues with the name calling and claiming we must have poor education. Really?! Never experiences such "construction" mentality from a business owner in my 8 yrs in business. So consumers are subject to this kind of name calling when their vendor doesn't know how to act ethically and professionally? All consumers should be aware of their conduct.

Regards,

Business

Response:

It appears the customer considers herself among one of the classes we referenced in our previous response. This is unfortunate but only clarifies our position. The customer is demanding a service they did not pay for from a company that does not offer it. This complaint is akin to the customer going to a nail salon, demanding a pedicure, after the pedicure is complete the customer demands a car wash despite "car wash" not being listed on the menu of services the nail salon provides. Furthermore the customer believes it is the nail salon's responsibility to compensate another company to provide such service without payment to the nail salon. In this case the "nail salon" offered to compensate a third party to wash the customer's car to resolve the customer's concerns but the customer then demanded compensation for the "privilege" of the nail salon compensating a third party to wash the customer's car. When the nail salon refuses the customer chooses to file a complaint with the Revdex.com. The Helix Telecom Terms of Service can be found online at http://tos.helixtelecom.com. The Helix Telecom Terms of Service must be agreed too during the sign-up process and as a condition of payment on every invoice. We encourage the customer to review the Terms of Service and locate the paragraph that states Helix Telecom is responsible for offering on-site service or support for the customer's internal network. If the customer can reference such a paragraph then we will be happy to offer an apology and refund for service. If the customer is unable to locate such a paragraph then it is because the customer's demands are unwarranted or because the customer is part of one of the classes we earlier. In either case we feel the customer's plight is unfortunate.

Review: We purchased phones and service from Helix and used the service tech they recommended to set up the system. The system did not function properly and their tech told us that we would need to upgrade our service so we switched to [redacted]. [redacted] was not available in our location so we had to sign a 2-year service agreement with [redacted] and wait for several other businesses in the industrial park we are in to sign up before they would service our building. With the faster service installed their tech attempted to connect service once again. Call signal was bad, calls were dropped, faxes were not able to be sent or received reliably and customers had a hard time calling in. We have lost and continued to lose thousands of dollars in business as a result of Helix Telecom's poor performance and reliability. After their techs 7th or 8th trip to try and resolve ongoing problems we could not longer afford use this unreliable system. We checked around with other Voip companies and they all said that they hear the same thing about HELIX. We asked Helix to return the equipment they sold us and refund our money but they refused. They never once denied that their service was unreliable nor did they offer to help.Desired Settlement: Full refund on equipment purchased and money spent on the technician they recommended to set up the system.

Business

Response:

Helix Telecom offers customers an quality product and a very low price not matched by most competitors in the industry. We are sorry the phones did not work for you but we make it clear on the initial invoice and the Helix Telecom Terms of Service that you are responsible for installing the phones and troubleshooting any problems that may arise. If you are unhappy with your products or services during the first 15 days then you may return all the equipment for a full refund. Even after the 15 day period Helix Telecom offers customers a buy-back program where we will pay fair market value for like-new equipment. You were provided information on how to send the phones back for an appraisal and partial refund.For your convenience we have attached a copy of the initial invoice for you. Please refer to the the following sections:- Wholesale Support Limitation that states we do not provide you with any technical assistance or support. - Return Policy that states we charge a 50% restocking fee on equipment returned within 15 days. - Terms of Service that states you agree to the Helix Telecom Terms of Service as a condition of payment. Furthermore our Terms of Service clearly states customers may cancel their contract at any time without penalty provided the account is in good standing. If you have been experiencing difficulty "for months" then why would you continue service? I would also be curious why you would complete the Helix Telecom Port Request Form and move numbers to Helix Telecom from other carriers? These questions puzzle me. In any event we feel it would be inappropriate to continue billing you for services that are not satisfying your needs. For this reason we have disabled automatic billing on your account and adjusted your monthly invoice to prevent any further funds from being deducted from any credit card on file. Since we are unable to accept any further payment we will maintain your account until November 31, 2014 at no charge to you. Please keep in mind our Terms of Service state we will continue to invoice you until your account is closed. You should ignore these invoices and any late charges that may appear on the invoices. Please consider using one of the many alternative providers available. We may suggest [redacted], [redacted], [redacted] or [redacted]. This is not an endorsement for any specific product but simply an example of alternatives that may be a better solution for you. If you need any assistance porting your number to another carrier simply obtain a Letter of Agency from the alternative carrier. We are happy to complete the Letter of Agency and return it to you.Thank you for using Helix Telecom. We are sad to see you go but we wish you the best in the future!