Helix Telecom, Inc.

My experience with Helix Telecom, Inc. has been a positive one. I thought it was too good to be true that their service fee was so low compared to others, but they are a legitimate company. The phones were affordable and the call quality is very good. Their service is excellent. I can always call the customer service or do an on-line chat. They are very reachable and my call is answered very promptly every time.

[redacted] and I have done business with each other for years and I have never had a issue with the service he provides. It is not often in business that people trust but I can fully say that I trust him and his people. They have a key to my business and that says more than words!

Helix is a outstanding company and I will always be using them!

I have been a customer of Frontier, and Comcast. I was searching for another company that would have the options or addons that suit our business needs. I came across Helix Telecom and decided to look into their services further. After my investigation, this ended up being the best for price and quality. When I was with the other phone companies and had questions or problems with service, you would always get some unhappy service rep. and or a rep. that wasn't knowledgeable in the job they do. With Helix this is a not to worry ever scenario. The way Helix and the customer service team helps and the response times are far more than anyone could ever expect. I could never have any negative feelings with these guys. Way to go Helix.... I sure am glad I found Helix and being part of the service. Helix is what helps my business grow and save money. [redacted] you have been outstanding, thank you. I have so much I can say, I'm just glad to have found such a great and outstanding company to work with. For all the companies or people that are still undecided, Please just give them a try. I assure you will get the same treatment as I do.

Thanks again Helix....

Sincerely,

* and [redacted]

I was using regular land phone line for my company with two lines, one for regular business operations and one for the fax machine. At the beginning I was skeptical about this deal with VoIP service, withprice and quality. Which they exceed by much my expectations. Going a little more forward, prices are really affordable, and the Customer Service is outstanding. I really recommend this company for all business, small or big, even for home base companies.

Review: Sales presentation was unenethical. Sales on ebay, were asked over a chat room to pay instead at a Wells Fargo bank teller window by cash, which I instead paid by money order, when I realized there was no way to verify in cash who would by paying for the VOIP phones I was ordering. I realized I was likely in a scam situation and cancelled my order and tried to cancel the order and the money order quickly, but the money order was cashed, I was promised a refund of $286.10 by 510 2013 even though I paid $415.60, I have still been paid nothing in return. I would like a full refund from [redacted] if that is indeed a real name or just a fake name. I have an email of [redacted] I have a phone of ###-###-####, and an email of [redacted]

Please have $415.60 plus the cost it will cost me to have to the same offer of phones to me immediately replaced, this is required by law.Desired Settlement: I require the replacement of the money taken from me, and would like to be restored to my original position before being stolen from by Helix.

Business

Response:

The customer signed up for service on April 20, 2013. The customer reviewed and agreed to the Helix Telecom Terms of Service during checkout (see attached receipt). $390.00 was the activation fee for 10 phones on a 3 year commercial equipment lease. The remaining $129.50 is the first month rental on a custom commercial phone switch. Helix Telecom built the customer's phone switch and provisioned 10 phones as per the order requested. The customer submitted payment on April 30,2013. The payment was credited by [redacted] to the incorrect account but was reconciled and posted to the correct account within 24 hours. On May 1, 2013 the customer submitted a cancellation request (see attached ticket transcript). As a matter of good faith considering [redacted]'s mistake Helix Telecom submitted a refund for the activation fees on May 10, 2013 to the address provided on the order form during checkout (see proof_of_refund attached). We opted not to refund the shipping or service as the phone switch had already been provisioned.

Since May 1, 2013 [redacted] has engaged in a demoralizing campaign of threats, abuse and intimidation of both myself and our contractors. The sheer volume of constant phone calls forced Helix Telecom to terminate our national sales phone number on May 2, 2013 leading to a loss of sales. [redacted] began to spam our chat sessions with as many as 5 chat requests simultaneously. Since [redacted] was banned from our chat client she began submitting 1 line ticket submissions intended to generate a parade of ticket requests to detract from our service desk's ability to help other customers. On May 3, 2013 we were forced to block any further communication from [redacted] via our ticket system.

We do sympathize with Mrs. [redacted]s plight but we expect our commercial customers to behave with professionalism and integrity. Mrs. [redacted] read and agreed too a contract as a condition of service and we expect our customers to honor their commitments. In this case, despite Mrs. [redacted]s failure to honor her commitment, we attempted to refund what we felt to be an equitable amount. As you can see from the printed ticket transcript our attempts to work with Mrs. [redacted] failed and instead were met with threats of legal action and unreasonable demands.

Please see the attached ticket transcript. On June 28, 2013 we simply asked Mrs. [redacted] to confirm she had not received a check and if so then reply with a valid address where we could send a replacement check or money order to via USPS via Registered Mail with USPS Tracking. We made it clear if Mrs. [redacted] refused to provide a valid address but instead continued to engage in a pattern of threats and demands we would withdraw our offer of a partial refund.

On June 28, 2013 we have withdrawn our offer of a refund. Mrs. [redacted]s account has been closed and she is no longer eligible for a refund.

The attached documentation only shows the transcripts of actual communication. This does not include the hundreds of phone calls and email messages from Mrs. [redacted], the calls from contractors who felt Mrs. [redacted]s behavior was inappropriate or the sheer volume of messages automatically categorized as spam by our ticket and chat systems. No company should be forced to endure the unprofessional behavior of a customer for such a long period of time. Helix Telecom attempts to behave in a professional manner but we also need the cooperation and professionalism of our customers to fulfill our mission.