Nextiva Reviews

4.4/5

Average Rating

Nextiva Nightmare - Proceed with Caution!

Number 216 : MAY 31st, 2019 : Kevin

Recommended: No

5/31 Hello Kevin, As previously discussed there is an early termination fee for cancellation of services and for returning rental devices. Your early termination fee is $2,229.15. If you choose not to address the early termination fee the account will remain open. Please let me know how you wish to proceed with payment? I am currently closing case XXX-YYYYYYY not your account until the early termination fee is addressed. Thanks for choosing Nextiva! Customer Relations Manager | Nextiva And that's where we are now. This is a warning to anyone researching VoIP solutions. Be careful and know the true cost before committing. I have 7 business locations, and thought that a VoIP solution would be a good addition to my business, with centralized call management features in particular. I did my research and selected Nextiva based on positive reviews and rates. After getting set up and scheduling the porting of my lines to their service, I found that my brand new Comcast router was not compatible with VoIP. The technician I was working with did not have adequate information to get me past this hurdle. We were barely communicating in English as it was. She also told me that the phones I had bought would not work. I contacted my sales rep and asked to back out of my contract, as I was not prepared to make additional capital investment in routers, and I was within 4 days of my numbers porting. I did not want to lose phone service with so much up in the air. I was told that once the porting was started, it could not be stopped. So I received information on suitable routers, spent over $125 per location on routers. Returned the original phones. Spent another $900 on phones that would work. Then I found the porting note on Nextiva's website: "Once your porting request has been accepted for an exact porting date (called FOC), we will require 48 hours notice in order to cancel the order if necessary. To cancel your port in, please email us at (email) or Submit a Ticket, or give us call at 800.xxx.yyyy. So I CAN cancel. I immediately submitted a request to cancel all porting. This was now Saturday. On Monday, it would be 48 hours until my porting. Late Monday, I received a note that I could not cancel porting. 72 hours was required. I of course spent the next hour on the phone listening to millennial's saying they had nothing to do with what was on the website, it was impossible to stop the porting. The note: at this time we are unable to cancel the port for the numbers you've listed as it too close to the scheduled port date. For any questions or concerns, please contact our Support Team at 800.xxx.yyyy. Thank you, The Amazing Service Team After another day of this, they found a way to stop my porting. But then comes the Amazing Customer Service (as they like to call it). I kept asking where to send the phone equipment they had sent me. They kept telling me they were "doing a QA check to validate my ETF cancellation request". After two weeks, I received a call asking me to reconsider. I said no. Please reconsider. I said no. Pretty please reconsider. I emphasized that I was not doing business with Nextiva. Not now. Not ever. I was staying with basic landline service. Then I was told that my request to have my Early Termination Fee cancelled had been denied. And when I go to the Nextiva website, I can not remove my credit card. So now they claim that my account will stay open and they will bill me monthly until I pay the Termination Fee of $2,229.15. So now I get my lawyer involved. Now I cancel that credit card. Now I go through all the gyrations of protecting my business and my credit. Thank you Nextiva for the Amazing Customer Service. And now of course I start posting this review everywhere, so you know what to expect when starting a relationship with them.

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NEVER USE NEXTIVA!

Number 215 : SEP 21st, 2018 : Daniel

Recommended: No

It is with much disappointment and regret that I write today regarding my recent experience with Nextiva and its employees. It was, without a doubt, one of the most personally frustrating and financially damaging experiences I have had to experience in my years of communications with a service provider of any kind. I am a business owner who depends greatly upon the ability and ease for my customers to contact me for products or services. Without the communication of both our established and also potential clients, I wouldn't be in business to this day. I find it most imperative that in order to keep my clients, I must carry my business in a way that is integrous and honest, and it was to my ultimate disappointment that Nextiva's employees did not share the same values. As my business grew, I found myself in need of a phone service that offered more than my mobile service provider did, so I began looking for Internet phone providers that could accommodate my needs. It was in March of 2018 that I committed to finding a resolution to the need, and also when I initially contacted Nextiva for service. My business and its employees rely solely on communication by mobile devices, and it was our understanding upon several conversations with Nextiva's sales department that Nextiva would allow me to continue to use my mobile device while utilizing their features for my business (i.e. Call Forwarding, Call Transfer, Conference Calling, etc). Through multiple conversations with Nextiva Sales and even Nextiva Management, I made it very clear that I used a Straight Talk mobile device powered by Straight Talk wireless service, and I was assured that Nextiva's service and features would work perfectly well on my device, and that there would be absolutely no issues porting, but rather a reliable and smooth transition and zero loss of connection at any time. After many issues, failed port-in attempts, and multiple service disconnections, we discovered that Nextiva does not work with a Straight Talk mobile device. This distressing sequence of events resulted in a devastating loss of profit for my business while we experienced multiple shut downs of our only business line of communication. In fact, we believe to be the first customer of theirs to attempt use of their service with a Straight Talk device, as it became clear that they were not even aware that the type of device would not work with their service, further proving that they had not ever tested using this type of device. It is unfortunate that Nextiva advertises that their service will "work with any provider on any device" as it is blatantly untrue and false advertisement. It took two separate instances of "mobile phone disconnections" and troubleshooting with Nextiva's technical support team to conclude the prior stated. Not only did their service require that we go through three port-in attempts, but our mobile services (and therefore business calls) were disconnected twice over several hours before their team could conclude the reason why. After several days and hours on the phone spent with Nextiva's team and realizing that their service would not work for our needs, the porting team then ported-out our main business line without our authorization or knowledge. In fact, we didn't have any idea that their porting department ported out our number for nearly an entire week and were not able to retrieve the number for 8 days after it was brought to our attention that it was ported out unauthorized, we only found out because we received an email from a customer asking for a "working phone number" that they could reach us at. You can imagine the kind of frustration this caused on our end to realize that the reason we were not receiving business was because of something Nextiva's employees took upon themselves to do without our authorization, let alone our knowledge. Upon requesting that our service be cancelled prior to the unauthorized port out, it was made clear to more than one person that we could not port out our number until we had a new service provider to port out to. Support team members of Nextiva supposedly understood this by promising not to shut our service off until we found a new service provider, yet ported the number out anyway, leaving us to chase it down on our personal time outside of Nextiva in an effort to regain control of it. This year our profit margin had been slowly rising higher until we had no phone or open line of communication with our customers. During the month that we spent attempting use of Nextiva's service unsuccessfully with our multiple port in attempts and disconnects, our profit margin dropped 96%. I can't begin to place a value on the amount of business that I have lost by not having an open business line for my customers to reach me at. I have hundreds of loyal clients of over 6 years that were unable to reach me (and at this point may believe I'm no longer in business), several sales that I was in the middle of that I was never able to complete, and several websites and advertising avenues with business line listed, that appeared fraudulent to (who knows how many) potential clients searching for services from my business as well. It is unknown if I'll be able to recoup all of them back, and unfortunately, there is no way that I'll ever know. I can state for certain that I did not receive business phone calls for anywhere between 1-2 weeks combined due to the incompetency and many mistakes of Nextiva's employees that we experienced during our attempts to use their service. We were billed for two months of service that we did not use and spent hours of both our personal and our business time in attempts to resolve any and all issues with their team, ultimately, to no avail. It was discussed with both Nextiva's porting department as well as their retention team the multiple issues that contributed to our needing to cancel, and we were assured that because we were unable to use their service as expected, that we would be refunded the full amount of our costs. We signed up for a 30-day trial (or money back guarantee) but because of the multiple failed ports, we missed our window to cancel (to no fault of our own). Not only were we assured that our payments would be refunded due to our extensive issues, but we were then lied to on the phone during our final disconnect of service by an employee who stated that Nextiva would never have promised us a refund, and that we should not expect one. I am a business owner that is undoubtedly frustrated and beyond upset over the financial damages and loss that we experienced during our time attempting use of their phone services. I wouldn't recommend that anyone spend a moment of their time speaking to their team. It was most devastating to learn that I couldn't trust the words coming out of their mouths at any given time, as they have mastered the art of saying exactly what it is that their consumer wants to hear. Perhaps this may be a service that works better for landline users (though that is stated with only the utmost assumption), but if that is the only case, then they need to stop selling their service as a solution for mobile phone users as well. **The above is my full review, and upon submitting to the Better Business Bureau, their minimal response to my experience was as follows: "We would like to apologize for the inconveniences Mr.Vincent experienced. At Nextiva, as mentioned before we are highly committed to our customers and an amazing user experience is a top priority. In an effort to comply with Customer Proprietary Network Information (CPNI) and FCC requirements, we cannot share details regarding this matter via this method of communication." Following this, I was able to reject their response as unacceptable. It wasn't until I publicly reviewed my experience with them on the Internet that I was contacted by a Manager of Nextiva's Customer Relations team. They had seen my review of their business (which was posted to multiple business review websites) and contacted me. It was during my second/follow-up phone call with this manager when it was explained that he had reviewed and listened to the calls between their customer service representatives and myself. The reason for this was to investigate the accuracy of my claims regarding conversations between myself and their representatives. After review, he realized that what we stated in our full review was correct, and under the circumstances he fully admitted fault. He went on to explain that this was only the second time in the 7-year history of his employment with Nextiva that he had ever run into a situation such as ours and that was as extreme and as devastating as the one that my company experienced. Regardless of his admission of fault, the most Nextiva was willing to do was refund my monthly service cost for the service we never received to begin with, and completely disregarded the huge financial devastation that was put on our company because of this. Nothing was offered in an effort to make right of the damages caused, even after full admittance of their wrong doings. Since then, my business has switched to Verizon's One Talk service, which has proven to be an incredibly smooth transition. It is a reliable service that allows us to utilize the features we've been desperately needing to make communications with our customers easier. I would highly recommend anybody looking for a service such as this to look no further than Verizon! I fully believe you'll find the experience to be a much better one than you'll find anywhere else.

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Stay Away, Not An Honest Company!

Number 214 : SEP 13th, 2018 : Mark

Recommended: No

They lied to us, burned through our first 60, then a 90 day trial period without getting anything setup and working. Then they tried to sneak the contract through without a promised SLA, fought us on cancellation when we were contractually allowed to do so, and now won't refund our money! They are not responding to calls or emails and I think this will have to go to legal for resolution, thanks Nextiva! They assigned an inept project manager who took weeks to even get the project started. She also went on vacation for 2 weeks without handing the project off to anyone. That was half our trial period right there. I went to cancel and was given another 30 days of trial. After 80 days I had enough and informed them in writing of our cancellation. They then breached their contract by not cancelling it and billed us after 90 days, even though they had already billed us for the first month on signup! They also are not responding to calls/emails about refunding that first month and a $750 installation fee for work they never performed or even scheduled. They are crooked and a sad excuse for a company. Vonage had us up and running in 2 weeks, at 10% less per month, and they did not charge a dime until it was setup and tested as working. This really underlined how pathetic Nextiva is. If I could give zero stars for the features, sound quality, and service ratings I would have since they did not even exist in my experience with them! I never got to use their service. Customer service I would give a negative five stars if I could, or replace the star with "Idiots". And they touted customer service as one of their strong points at the sales meeting!

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Worst Customer Service!

Number 213 : MAR 20th, 2018 : Kayla

Recommended: No

This company is by far the worst phone company out there. From the very beginning we were left in the dark without being able to contact anyone right after the switch to find out A WEEK after not knowing how to use the phone system that they had promoted our service manager and left us stranded in the dark. Not one person reached out to us to let us know or help us through the process. It took us reaching out to our sales rep saying we wanted to cancel our services for someone to reach back out to us. From then on it has been a down hill slope. It took over a month for our main number to port so customers saw a random number calling when we called them for over a month. We then had issues hearing our customers and them hearing us and when we reached out to support on NUMEROUS occasions, at least 5 times in a month for multiple months, about the SAME ISSUE, no one could seem to help. They could not figure it out. Aren't they supposed to be the experts? We were so frustrated and were put in contact with someone in the CEO office. He was "working" with us when he all of a sudden fell off the face of the earth and stopped responding to our emails and would not return phone calls. He finally responded after months of trying to contact him and he seemed to be concerned that we were having these problems. If he had been so concerned, why did he leave us in the dark for months? He told us that there were devices they could have sent us to help with our phone issues. We spoke with dozens of support reps over the year we were with them and not one of them suggested this or even thought about this. Obviously their support team is not trained very well if it was such a simple fix. Our new phone providers, Affiliated Technology Solutions, were able to fix this problem in less than a week and knew what the issue was immediately. Now even after we have ended our contract with them, they renewed our agreement and charged our card. The card that was on file had been deactivated and we never updated the info with them however they charged the new card that had been issued. Not sure how they were able to do that. I have even reached out to them, forwarding my email about canceling our contract with them a week ago and I have yet to hear back from anyone. This is not really surprising because they seem to do that with their customers. Their sales rep. Greg used their "excellent customer service" as a big sales tactic but I have not seen even somewhat good customer service from this company the entire time we have dealt with them. This company is by far the WORST IN CUSTOMER SERVICE! Stay away from this company!

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Nextiva: Great Service

Number 212 : JAN 12th, 2018 : James

Recommended: Yes

We had a hiccup in our phone system and called Nextiva. We spoke to their support team and they were super patient, and answered all my questions regarding our service. They spent a whole two hours with our staff.

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Great VoIP Service

Number 211 : NOV 27th, 2017 : Darren

Recommended: Yes

PRO's: Best customer service from a VoIP company. Mobile app for our business works like a charm. Auto attendant feature is a blessing for our business. CON's: Need more time to learn how to properly use the platform.

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Great Service from Nextiva

Number 210 : NOV 13th, 2017 : Penelope

Recommended: Yes

Pros - Affordable VoIP Provider - Easy Setup since they have great customer service - Platform helps your business tremendously - Always Updated with New Features Cons - Wished that we signed up sooner

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Best VoIP Service from the Big 3

Number 209 : OCT 30th, 2017 : Thomas

Recommended: Yes

Pros: - Lots of features that have helped our business. - Affordable pricing for our small business. - Mobile App is a lifesaver. Cons: - Took longer than expected to setup.

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This is One Solid VoIP Company!

Number 208 : AUG 23rd, 2017 : Christina

Recommended: Yes

Our small business office has relied on VoIP technology since we opened our doors about 3 years ago. We have tried two other VoIP companies in the past, but we were just not happy with them. Nextiva's sound and reliability is their strongest selling point. Customer service is always very accommodating when we have a question and their packages are very reasonable. Overall, we're very satisfied with them.

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The Possibilities are Endless

Number 207 : JUL 15th, 2017 : Vincent

Recommended: Yes

We recently split our business into departments and moved each into a different floor within the building. We switched to IP phones just a few months earlier and Nextiva made the move completely painless. We are very happy with them.

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