RingCentral, Inc.

Initial Business Response /* (1000, 5, 2015/07/09) */
The refund that was needed was performed on our end on 7/9, should see it reflected back to the credit card on file in 3-10 business days depending on the credit card provider. The next billing date will be 12/30/2015 as it should have been, we...

thank you for the opportunity to resolve this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The customer is going to port out phone numbers to another provider and we will allow cancellation of the contract.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2015/12/03) */
After initial contact on 11/30 we have not been able to reach Mr. [redacted]. Just an update here, we will continue to attempt contact.
Final Business Response /* (1000, 11, 2015/12/10) */
After making contact again the customer does not wish to...

troubleshoot further.

Initial Business Response /* (4000, 7, 2015/11/18) */
We spoke with the customer and discussed the two different features. Caller ID is included with the plan, but CNAM (Inbound caller ID name) is a feature that only comes with the high end plans. Difference between the two is caller ID is the...

phone number portion. CNAM is the text portion. Both items are separate on our website.
Final Consumer Response /* (3000, 5, 2015/11/04) */
Good Day,
I was contacted by a member of the executive response team this afternoon. He informed me that they are not able to add caller ID to my plan, and they stayed true to the response that I must upgrade the monthly plan to get that service. I informed him that the website is misleading as well as their representatives, and I am not pleased with the service at this point. I suggested that they work on making the feature available to all customers. No workable solution was given, no resolve made.
-[redacted]

Initial Business Response /* (1000, 8, 2015/03/04) */
We have been trying to contact this person but have not received any reply. Just updating Revdex.com since case is old.

Initial Business Response /* (1000, 8, 2014/06/19) */
Initially worked with [redacted] directly but then followed up with [redacted] who confirmed the phone numbers had been ported over to ATT and that they had no other concerns at this time since this was completed on 6/6/2014.

The customer is under contract and we do have a reasonable expectation that the contract to be honored.We are not going to be able to accommodate the request.

Initial Business Response /* (1000, 10, 2014/12/02) */
This account has been out of service since 11/13/2014.
Initial Consumer Rebuttal /* (3000, 12, 2014/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not care that the account has...

been "out of service". This is irrelevant and immaterial and makes no difference to me. I wish for my account to be CANCELLED and PERMANENTLY TERMINATED. I also wish for Ring Central to permanently cease all billing and/or collection attempts on this account, and refund all monies paid.
Final Business Response /* (4000, 14, 2014/12/04) */
It is cancelled, out of service is the same in our system. Apologies for any confusion with the terminology. The account was not actually charged anything since 2013, so no refund is due.

Initial Business Response /* (4000, 7, 2015/11/18) */
We spoke with the customer and discussed the two different features. Caller ID is included with the plan, but CNAM (Inbound caller ID name) is a feature that only comes with the high end plans. Difference between the two is caller ID is...

the phone number portion. CNAM is the text portion. Both items are separate on our website.
Final Consumer Response /* (3000, 5, 2015/11/04) */
Good Day,
I was contacted by a member of the executive response team this afternoon. He informed me that they are not able to add caller ID to my plan, and they stayed true to the response that I must upgrade the monthly plan to get that service. I informed him that the website is misleading as well as their representatives, and I am not pleased with the service at this point. I suggested that they work on making the feature available to all customers. No workable solution was given, no resolve made.
-[redacted]

This by most is the most unprofessional business I have encountered in a long time and do not understand how they have an A+ rating with the Revdex.com. Our Rep absolutely lied and charged our card without our consent with specific instructions NOT to charge the card but did so anyway. While confronting this business to resolve the matter, they decided to play childish games by pretending to have communication problems which they could not hear me on the phone. I was blown away by this since I only see this type of scenario on television or the internet!! After calling back, was put on hold forever to have my CC refunded immediately instead of the 4 to 5 day wait which will see if it occurs. Stay clear away from these people unless you want a headache.

Complaint: [redacted]I am rejecting this response because: I have...

replied and talked to almost 20 people at Ring Central. I am not replying to any other emails because they do no good to respond. I get the same answer day after day after day. No one can help me and accomplish what I was promised from Ring Central at the price I was promised. I have to purchase an additional line to get what I want, and that wasn't what was originally agreed upon. Yes, they are sending emails, however, it's the same conversation I have had well over 10 times with well over 10 people. It does no good and it's a waste of my time. So for them to say that they emailed me and are waiting on a response, I did not tell them I would respond and don't plan to. It's the same loop hole I've gone through with people that cannot get me out of my contract that was breached.Sincerely,[redacted]

Complaint: [redacted]I am...

rejecting this response because: although they did place a credit on my account and did correct the system on the backend, the correct pricing is still not showing up in the billing section of my account. There is no way for me to guarantee that I will be billed correctly this month and any other month going forward. I'm still waiting for them to correct their billing issues.Sincerely,[redacted]

Initial Business Response /* (1000, 14, 2014/07/16) */
We do not offer permanent discounts for referrals, they are limited by certain time frames and we always will reserve the right to adjust pricing from time to time as needed. We did offer to utilize a contract which would have saved the...

client some money over the life time of the account but that was declined. We apologize for any misunderstanding of the discounts.
Initial Consumer Rebuttal /* (3000, 16, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Extra points for trying to pull a fast one and only give half of the information in hopes that maybe I wouldn't respond.
On multiple occasions, they called me up, reassuring me that if I'd at least sign a contract, they'd be able to grandfather in the discounted rates (which had gone up 2x) Begrudgingly, I agreed, since I wasn't planning on going anywhere. That's when they let me know that, in fact, all I would get was $8 off a month. The first girl I spoke to even agreed with me that I shouldn't have to sign the contract, as it would entail the obligation of cancellation fees, since I was obviously getting a special discount as it stood.
Secondly, the notion that they now claim they don't offer the discounts for referrals is a fabrication and claim made by fiat. The individual who I had originally worked with is no longer with the company (how convenient) so they couldn't verify with him what was discussed, but on multiple occasions, I went above and beyond, scheduled my client onboardings along with his bonus schedule, etc. We had a symbiotic relationship. On top of that, when I looked at moving from phonebooth.com to RingCentral, because of the difference in price in terms of extra numbers, my new estimate was 2-3 times higher than what I was paying.
I got the discount for 3 distinct reasons
1) I was an outside consultant that would help sell and onboard the clients, and brought in a number of medium sized accounts to the company.
2) I also did it working symbiotically with the salesperson, and pushed more business when he needed me to.
3) To help match and earn my business from phonebooth when I came over. I don't use my phone much at all, but we both agreed it would be beneficial for me to have the service if I was going to help sell and implement it.
The claim that the discounts aren't permanent is nonsense. That was never explained - the discount itself was given as a specific concession. It wasn't bound by any term limitations or the like. There is ZERO evidence that was produced that it was intended to be cut off at a certain point. They can claim they reserve the right, but the capricious nature in which the discount was removed indicates quite clearly the lack of a distinct policy that governed the discount.
In effect, RingCentral is massively misstating both the nature and scope of the discount as well as what they did to try to resolve it.
Final Business Response /* (4000, 18, 2014/07/18) */
We stand by our are original statement. The premise that we would never change pricing is something that we cannot go along with. Our terms of service definitely cover pricing changes can be made at any time.
Final Consumer Response /* (4200, 24, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already answered this:
Extra points for trying to pull a fast one and only give half of the information in hopes that maybe I wouldn't respond.
On multiple occasions, they called me up, reassuring me that if I'd at least sign a contract, they'd be able to grandfather in the discounted rates (which had gone up 2x) Begrudgingly, I agreed, since I wasn't planning on going anywhere. That's when they let me know that, in fact, all I would get was $8 off a month. The first girl I spoke to even agreed with me that I shouldn't have to sign the contract, as it would entail the obligation of cancellation fees, since I was obviously getting a special discount as it stood.
Secondly, the notion that they now claim they don't offer the discounts for referrals is a fabrication and claim made by fiat. The individual who I had originally worked with is no longer with the company (how convenient) so they couldn't verify with him what was discussed, but on multiple occasions, I went above and beyond, scheduled my client onboardings along with his bonus schedule, etc. We had a symbiotic relationship. On top of that, when I looked at moving from phonebooth.com to RingCentral, because of the difference in price in terms of extra numbers, my new estimate was 2-3 times higher than what I was paying.
I got the discount for 3 distinct reasons
1) I was an outside consultant that would help sell and onboard the clients, and brought in a number of medium sized accounts to the company.
2) I also did it working symbiotically with the salesperson, and pushed more business when he needed me to.
3) To help match and earn my business from phonebooth when I came over. I don't use my phone much at all, but we both agreed it would be beneficial for me to have the service if I was going to help sell and implement it.
The claim that the discounts aren't permanent is nonsense. That was never explained - the discount itself was given as a specific concession. It wasn't bound by any term limitations or the like. There is ZERO evidence that was produced that it was intended to be cut off at a certain point. They can claim they reserve the right, but the capricious nature in which the discount was removed indicates quite clearly the lack of a distinct policy that governed the discount.
In effect, RingCentral is massively misstating both the nature and scope of the discount as well as what they did to try to resolve it. I'd really like to think they're not willfully misleading you, but I'm really not sure at this point given how many times they've said they'll do something and not followed through, even just in this resolution process.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

The cancellation letter had been sent to an old address. As a goodwill gesture we are honoring it and the account has been cancelled.

Initial Business Response /* (1000, 5, 2014/08/07) */
We have worked with the client, addressed the issue and provided a goodwill gesture as well.

Initial Business Response /* (1000, 5, 2015/03/24) */
We have worked with this client and come to a reasonable outcome.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)