Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company sold us a VOIP solution. Solution had multiple performance issues, outages and security incidents. Multiple reach outs to company have had no success. Continue to invoice us even though CEO refuses to respond. We need this backdated to when I requested and termination of all services, transfering numbers as required.

  Business response

  05/02/2024

  I have no idea who this person is.  We have a customer that has this company name but they have not paid a bill in three month. This person is not a registered contact on the account that we could even discuss the account with.  Our policy is we do not discuss accounts or account details with no listed contacts.  Prior to the last payment they were 4 months behind. 

  Customer response

  05/02/2024

   
  Complaint: 21653591
  
  I am rejecting this response because: I'm the *** of the company. I own this contract and the approval of invoices. I have rejected each invoice since I have sent this initial email and sent messages via our accounts payable team. NW has an inability to manage customer relationships as clear from their yelp reviews. BBB is first step before taking up action with the state AG to get them blocked as this is beyond unacceptable how they treat customers. Total violation of consumer protection.

  
  Sincerely,
  
  *****************************

  Business response

  05/03/2024

  I am sorry I have none of these emails.  As you can see there is no response.  You have never tried to call me.  I would be happy to help but you also need to come current on your bill before we turn off all services for lack of payment.  You have our number, ask for me and I would be willing to help.  I am not sure why you have gone to all of the trouble and never just called.  

  Customer response

  05/03/2024

   
  Complaint: 21653591
  
  I am rejecting this response because:

  These are my expectations:

  1. As an IT company you should IMMEDIATELY investigate why you aren't receiving customer emails, if true. Follow up with me over there. My team has told me interactions with you have been hostile (and per your yelp reviews). Therefore I do not trust you enough as a vendor at this point to have anything that isn't in writing.

  2. This bill needs to be back dated at a minimum until when I requested the service be stopped. Honestly, I think the amount of follow up I have required at this point should be compensated, either by additional refund on the account, or we may look going via small claims.

  From the first email you could have easily figured out who I was and what account this was, but instead tried to say you have no idea who I was and that your company does not work with us. Shows a total lack of CRM and a continued effort to make dealings with your company more work than they should be.

  
  Sincerely,
  
  *****************************

  Customer response

  05/08/2024

  Hi BBB,

  I dont believe this is resolved propertly and request a formal review. Per the contract, changes are to be requested over email. We did just that. As stated by the business - they have not received emails even though I provided evidence. In addition, we have run a full mail trace and concluded that the mail was delivered.

  So you have a business here that has, per their own omission, a broken cancellation process. And you're letting them off the hook? Can this please be reviewed?

   

  Thanks,

   

  Ben

  Customer response

  05/15/2024

  Please see attached emails.

  Business response

  05/19/2024

  I have provided *** with all of the documents that show they are on an agreement to pay for services thru 8/31/2024.  I have given him the chance to provide documentation that indicates they have reported the high number of issues he says in his complaint.  He has provided nothing that indicates and issue with performance or response time.  I provided him all tickets for the last 2.5 years that do not show a systemic performance issue.  I found 1 ticket over a year old that was an issue on our side and was resolved in 45 minutes of notification.   He is currently behind 3 months of invoices.  So far it looks like he is fabricating complaints to get out of an agreement.  They have not been current on their account in over 8 months.  He refuses to listen to reason and fails to accept the fact they are in the wrong despite provide facts to such.  I have offered to negotiate a resolutions but his only response is credit him for two months they have not even paid.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩