Nextiva
Reviews and Complaints

My experience with Nextiva has been nothing short of a nightmare. The VOIP set up was extremely difficult to navigate and not user friendly at all. I spent a great deal of time on the phone with their customer service department trying to resolve issues. It seemed like every service had a different department and person to speak with, which made the process even more frustrating.

The service was not worth the amount of time it took for them to set up the dashboard, the time I had to dedicate to do the setup configuration, the countless times I have been on hold or had to talk to representatives, and the quality/reliability of the calls. I have had so many issues with the service that I have decided to cancel my VOIP account.

However, cancelling my VOIP account has been a nightmare in itself. After receiving confirmation of my cancellation, my account was renewed without my consent. I was furious after the numerous times and phone calls it took to actually get the cancellation confirmed. The excuse given was that they had to migrate fax history since I was keeping my fax number. For a company that handles large businesses, the fact that they cannot transfer a fax history in a timely manner is concerning.

I will be cancelling the fax service as soon as the VOIP issue is resolved and "finally cancelled". I wish I could bill them for the hours I have wasted with the countless phone calls with them. My advice to anyone considering Nextiva is to stay away and save yourself a lot of wasted time and frustration.

My experience with Nextiva has been absolutely terrible. We were misled by the sales representative and missed our 30-day trial window by 4 days because of it. The company refused to budge and demanded two thousand dollars to break our contract early. After only 2 weeks of service, we wanted out because nothing worked correctly. From lines deregistering to line positions and the display changing, seemingly on their own to call parking slots that did nothing or even worse, just hung up on the customers.

I have personally spent over 50 hours (literally) on hold or with a tech support person, mostly from Ukraine. Each issue took about 2 hours to fix on average. But every time they eventually 'fixed' an issue or request, something else broke, causing another long phone call. It was frustrating and time-consuming.

I would never recommend this company and have found many negative reviews stating almost exactly the same issues we are facing. I do not look forward to the next 15 months using them and am wondering how many customers we will lose while struggling with this system.

If Nextiva is reading this 'real world' review, please don't patronize me by responding. Your customer retention staff are rude and aggravating to speak with. Once our contract is over, we are gone. BEWARE of this company.

I was really excited to try out Nextiva, the self-proclaimed "#1 VOIP Provider" in the country. But let me tell you, it was a complete disaster. I had problem after problem after problem. It took me two whole phone calls and two hours just to get my desktop phone working. And that was just the beginning of my troubles.

The desktop app was a nightmare. As of right now, it doesn't even support SMS texting at all. When I signed up for the service and tried to enable SMS on my number, I got an email saying there was an issue and they'd fix it. But even after they sent me an email confirming it was fixed, it still didn't work. I had to call customer service and spend even more time on the phone, uninstalling and reinstalling the app over and over again until it finally worked. But then, when I switched to my newly ported number and tried to enable SMS again, it was broken once more. So I had to call customer service yet again.

And don't even get me started on the fax system. It's not even integrated into the desktop app or website. You have to go to a completely separate website with a separate login just to use it. It's a total pain.

Another thing that really annoyed me was that you can't add more than one phone number to a single contact. You have to create duplicates of the same contact just to have multiple numbers. And I still haven't figured out how to do a voice conference call. It's like they don't want you to communicate with anyone!

And if you want to do a video call, you have to use yet another application that's only accessible in the web browser. And even then, video recording wasn't working for me. I had to spend ages troubleshooting it with a customer service rep, who eventually asked for my username and password so she could try it herself. I mean, seriously?

Overall, my experience with Nextiva was a complete disaster. Nothing went smoothly, and everything was way more complicated than it needed to be. I'm in the process of porting my number out to Ring Central, which has a fantastic desktop app and is actually one integrated system, rather than ten different ones. Save yourself the headache and go with a different provider.

We've been using Nextiva for about three months now, and I gotta say, I'm pretty impressed with it. Before we started using it, we didn't really have any sort of formal case management process. We were using a bunch of different systems to talk to our customers, which made things pretty manual and confusing. Our staff would just man a particular system for the day, and our team leaders would try to make sure everyone looked busy (even though it was hard to tell what was actually happening!). But now that we have everything on one screen, it's a big step up for us. The wiki articles are also really helpful for giving our team the information they need when they're talking to customers.

The internal chat is also a game-changer. If our staff are on the phone with a customer, they can still contact other staff members who might be able to help. We try to keep our customers off hold when they call, because it's not a great experience for them. So having this feature has really helped us with that.

If you're like us and you're hesitant to make a big upgrade, don't worry. The Nextiva team are experts at onboarding, and they were able to support us every step of the way. They made sure the technology was ready and our business users were ready to go live. I was pretty nervous leading up to it, because I didn't want any negative customer experiences, and I was worried about how our staff would handle it. But it went much better than I anticipated. There were a few hiccups, but Nextiva was able to get us sorted out immediately, so business interruption was minimal.

Overall, I would definitely recommend Nextiva and their product. It's been a huge help for our business, and I'm sure it could be for yours too.

I recently had a terrible experience with Nextiva, and I strongly advise anyone considering their services to think twice. As a healthcare clinic owner, I rely heavily on my phone system to provide care for my patients, especially during these challenging times. I was promised a 30-day trial period to test their service, but unfortunately, things did not go as planned.

Firstly, Nextiva charged me for phone service even though I had not set up anything with them. It was shocking to see a bill of $479.40 for a service that I did not even use. Secondly, their customer service was terrible, and it was almost impossible to get in touch with them. My staff and I spent over six hours on the phone, but nothing was accomplished.

To make matters worse, we had a 30-day out clause in our contract, but we could not contact our representative to cancel the service. As a result, they are now trying to charge us over $12,000 upfront to cancel. It's outrageous that they would try to charge us for a service that they could not even provide.

In my opinion, Nextiva's management is dishonest and unprofessional. They lure customers in with great sales pitches, but when it comes to providing service, they are nowhere to be found. It's like dealing with criminals who take your money and provide no service in return.

I strongly advise anyone considering Nextiva's services to run, run, run as far away as possible. You would have better luck with carrier pigeons than with this company. Don't make the same mistake I did.

We made a big mistake when we decided to transfer our service to Nextiva. We were excited to try out their services, but it turned out to be a nightmare. At the end of the second month of our contract, we called to inquire about when our service would be activated and when our old business phone number would be transferred. After waiting on hold for what seemed like forever, the representative finally returned and informed us that we needed to fill out some paperwork. They also told us that it could take up to 45 days for our number to be transferred and activated.

We were frustrated with the delay, but we decided to wait it out. However, after three months of being charged without receiving the promised service, we decided to cancel our service and demand a refund. We were shocked to discover that seven months later, our contract had not been canceled, and they had been charging us for eight months, even though we had canceled five months ago.

We immediately called Nextiva to speak with a manager and demand an explanation and a full refund. After an hour and twenty-five minutes of explaining the situation to two representatives, we were told that they could not transfer us to a manager. We were shocked and frustrated by their lack of customer service.

To make matters worse, the Customer Retention representative offered to refund only one of the seven months they had stolen from us, but only if we continued with their service. We were outraged that they would even suggest such a thing. We had never received the service we paid for, and they were trying to extort us for more money.

We informed them that we would be speaking with our bank to block any future payments, and they threatened to send our account to collections for non-payment. We were appalled by their lack of morals and honesty. They are nothing but unscrupulous thieves who are trained to steal from their customers.

We strongly advise anyone considering using Nextiva to protect themselves and their money and find a reputable and decent company. Nextiva is not one of them. Stay away from these con artists and their lack of customer service.

Nextiva is a phone provider that I would not recommend to anyone. As a small business owner, we were looking to upgrade our phones and Nextiva seemed like a good choice as they were repeatedly listed as a "top-rated" company. We had a great sales call with their team and felt confident in doing business with them. However, things went downhill from there.

They claim that their phones are "plug and play" but that is not the case. We plugged them in and they did not work at all. I spent hours on the phone with their support team but they were not helpful. All they did was tell me to reboot the phone over and over again. It was a complete waste of time. I even asked if they could send someone out to help but they refused. We even brought in our own IT company to help but still no luck. We eventually had to seek out another company to get phones through and their phones worked immediately. It was clear to us that the Nextiva phones were a complete sham.

We spoke to a representative at Nextiva who said we had a good case for cancellation but a week later, they rejected our cancellation request and said we had to pay for the phones that didn't work. We were extremely angry and frustrated.

After this experience, we looked into online reviews and found that their Google reviews had many 1-star ratings which seem to have disappeared since then. Many people had reported that Nextiva continued to charge their card even after cancellation. This is a clear indication that this company is a scam. Their A+ rating on the BBB is also misleading as they only respond to reviews with a fake response to make it look like they care.

I strongly advise anyone to avoid this company at all costs. I hope this review saves you from the time, stress, and headaches that we experienced.

We was pretty sure that our products were top-notch, but we had a hard time keeping track of all the customer interactions and inquiries. We had to maintain multiple ways for customers to get in touch with us, and it was becoming quite a hassle. We knew we were providing great service, but we couldn't get a clear view of what our customers really wanted from us. Our chat team had a different perspective than our phone team, and it was difficult to collate and analyze all the data we were receiving. We knew we needed a solution, and that's when we stumbled upon Nextiva.

Their NextOS system seemed like it could be the answer to our problems. The entire focus of the platform was to make it easier for businesses to interact with their customers. By using NextOS, we were able to decommission six other systems we were using to manage customer relationships. For the first time, we had a clear picture of each customer's journey and interactions with us. The platform provided us with reliable data that we could use to improve our services. The implementation process was much smoother than we expected. Nextiva came up with a plan based on their experience, and they supported us every step of the way.

Nextiva makes a lot of big promises, but we found that their platform delivers exactly what we need. It's a platform that would suit large companies as well as small-medium sized companies like ours. The off-the-shelf product is priced well, and it feels like it's helped us operate like a much larger company. Overall, we're really impressed with Nextiva.

If you're considering Nextiva, we recommend doing your homework and asking as many questions as you can think of. Nextiva prides themselves on their service, and we found them really easy to work with. No question was too little or too silly, and it meant we went into the transition with a high level of confidence. We highly recommend Nextiva to any business looking to improve their customer interactions and relationships.

I recently tried out Nextiva, a VOIP service, to create an additional telephone and fax number for my business. I was excited about the idea of having two different telephone numbers ring to my cell phone, my personal cell phone number and work number through the Nextiva App. However, I quickly ran into problems with the service. The voices were tinny and electronic, and I had trouble hearing people. I called Nextiva customer service several times to get this resolved, but their level one and two technicians were a waste of time and money. They repeatedly asked me for my PIN, name, and phone number, and often it was the same person asking me over and over again for the same information. They also repeated apologies and ultimately did not know how to resolve a single problem I called in about.

After a few months and persistence, I was able to get to a level 4 technician consistently, who helped me bypass the Nextiva App by piggy-backing on my cell phone number. This improved the reception and made it easier to hear people. However, during the past tax season in 2018, I started noticing that I was missing calls. When I brought this up with a customer relations manager at Nextiva, they denied that there was a problem and refused to give me a one month credit that I asked for. I was paying about $50/month for the service.

I continued to call Nextiva customer service about the same problem for several months, and eventually reached a customer service manager who granted me a credit for one month in August 2018 for September 2018. However, I still had the same problem, and they told me that my router was not good enough for the Nextiva service. I had to deal with Comcast to get a new modem, and there was a lot of turnover with customer service managers. One manager even charged my business credit card without my authorization for a Netgear router that I didn't want or need.

In the end, I decided to switch to a different VOIP service and port my phone number and fax over. It took a few weeks to complete, but I was able to confirm the porting with the new service and return the Netgear router to Nextiva at my own expense. They promptly credited the $91.10 back to my credit card.

Overall, I would not recommend Nextiva to anyone looking for a VOIP service. The customer service was frustrating and unhelpful, and the service itself was unreliable and prone to problems. Save yourself some time and money and look elsewhere for a better VOIP service.

I recently had a terrible experience with Nextiva and its employees. As a business owner, I rely heavily on communication with my customers. Without it, I wouldn't be able to stay in business. I needed 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. That's when I found Nextiva.

I contacted Nextiva in March of 2018 and spoke with their sales department. They assured me that their service and features would work perfectly well on my Straight Talk mobile device. I was promised a reliable and smooth transition with zero loss of connection at any time. Unfortunately, this was not the case.

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 resulted in a devastating loss of profit for my business while we experienced multiple shut downs of our only business line of communication. It was distressing to realize that Nextiva's employees did not share the same values of integrity and honesty that I hold dear.

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 Nextiva's 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 Nextiva's 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.

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%. 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 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 Nextiva needs to stop selling their service as a solution for mobile phone users as well.

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.

I was originally going to give this company 3 stars but they seriously shot themselves in the foot with the *** act that they did at the moment that our organization was trying to cancel our subscription with them. Services have several issues such as the Nextos portal not updating certain things that we want to update such as hours, voicemail greeting etc,. Sales rep told as at the beginning that services include call recording and queuing only to later find out that they can only be added additionally and is not included in the subscription price. What upset me the most was the *** scam tactic that they did at the end of our term with them. I asked to cancel our service several times through multiple phone calls. Phone numbers ported to our new organization but service was not cancelled even though I explicitly stated that we wanted to cancel after porting. One month later, I receive a call stating that our service was renewed and that if we wanted to terminate then it would require paying the entire years worth of the subscription at a discount. Nextiva sent multiple emails stating 'case closure' for each contact that you have with them. By accident, the title for one of those emails was 'POSSIBLE SAVE.' As a customer, that clearly tells you that this organization resorts to vile trickery to scam people out of thousands of dollars to get out of an automatic renewal of a contract. Please beware of this organization and their unethical practices and find another VOIP that works better and does not reduce itself to a group of hustlers and scam artists.

In July I contacted Nextiva tech to address an issue in regards to conference calls; We needed to have more that 9 persons on a conference call. Tech and Sales rep recommanded that we use Amazon Chime for an additional Monthly payment of $10. So we did; We started a sles campaign to acquire more subscription. It was a disaster at the time we did not know that the advise given to us was wrong. In fact the use of Amazon chime required that from us to be on a different platform but no one told us that at the time. This error cost us $4800 + employees time. A few weeks ago we contacted Nextiva sales rep in regard to CRM. So Nextiva Sales Rep setup a demo for the following Monday. That Monday at 5:30pm New York Time Nextiva Rep Called us to indicate that the demo was cancelled due to technical issues. So we rescheduled for Thursday October 15th. That day at the meeting scheduled time the Nextiva Sales Rep called to indicate that after reviewing our account it was not possible because the platform where is set needed to be changed. This was unacceptable, I had setup the time for one of my staff to be present for both demo that resulted in cancellation. This also caused lost of work time and hours of preparation waisted. Finally after some digging talking to vendors and certainly not from Nextiva Sales rep, we were able to identified July issues in regards to video conference call not working. This is the worst experience I have had with nextiva I signed up with this company when they started and had no complaint but the sales rep assigned to us did cause us damages that we are assessing.

We are a small business and were looking to switch over our phone service. At time we had a sales call and picked the product we wanted to go with. After everything was sent to us we had our first implementation call and were notified we need another base for the phones. This information was not provided during the initial sales call. When we confronted them about this they acted like they did not know that we needed one and then told us they already sent it out WHICH THEY DID NOT. WE FELT SCAMMED. This led to Nextiva asking us for more money for the second base. It was until we told them that we wished to terminate our contact that they offered to give us the second base which they never sent. We requested that the authorization for a second base showed a balance of zero dollars which they said was not possible. Which to us makes no sense. They gave us three months no charge in the beginning and told us we would be fully set up within two weeks. That was a lie. It took us reaching out to them multiple times a day just to get their attention to get us set up and even then at that point we still were not able to use the phones. And now that we have requested to terminate our contract and give us a refund for the equipment they want more money to terminate the contract. They want us to pay to get out of service with them despite us not being charged for a single month of service and not being able to use the phones they sent us. If we could put 0 stars we would. After all the back and forth calls with them it ended up being a waste of time for our medical staff could have been in appointments helping patients. This is on top of being a giant waste of money.

If no stars was an option, this review would be more accurate.I don't know how in the world Nextiva has 5 star reviews on *** Everyone here hates working with them.Bottom line, their service is spotty at best. Phones kept cutting out and prevented patients from reaching our office when they needed our doctors. Cost me close to $250K in revenue over 2 months.After HOURS (37 hrs) of being on phone calls to resolve the issue, I submitted a ticket to terminate our contract. That ticket was later marked "RESOLVED" except, that our account was never terminated, I tried for 6 MONTHS to terminate the relationship and could not get anyone to do it. Nextiva is the girl that won't let you break up with them even when you leave an expired debit card on for billing.Fast forward 6 months later and they can't terminate my account b/c they're updating their billing software. BTW, they want to charge me $2500 in termination fees b/c they renewed my contract after I had put in the ticket to terminate it. I did get those charges waived but it took a solid 2 days of phone calls and yelling to get there. So they tell me to put a new debit card on file so once the billing system is live it will see my account as enabled and then we can terminate. Sounds shady but ok.A week later I get a link to accept my termination agreement. I accept it and 2 says later they charge me $200+ for fees I haven't paid since submitting a ticket to terminate my relationship (before renewing my contract)So now I'm in chat with them, I have a signed document of termination, and the agent "Hasn't updated my account" so I was charged the service fees. HOW DO THEY STAY IN BUSINESS!Please, somebody, shut these idiots down. It can't be legal what they're doing to customers. Stay far away from them. Sign up with a provider like Ring Central or Zoom.

If I could give 0 stars I would! The customer service is nonexistent. They dont have any skills as far as their own system operations and you are passed on to the next person constantly only to learn they cant help either. I was promised a one hour long walkthrough of the system when I signed up and when I set up my team for the meeting the day of, Nextiva CANCELED the meeting! I requested another time and the second meeting for the *** walkthrough was 15 minutes long because the technician had something else to do and wont be able to spend the full hour with us unfortunately(his exact words). What a joke the entire company is! They treat you like c*** Like your nothing. The *** wouldnt download my call list and the service technicians tried to help and they couldnt figure it out. I was passed to over 12 people. I finally asked for a full refund after the third charge to my account since I never used the service and it was a constant back and forth bunch of calls to agents who didnt have a clue what was going on and clearly didnt care either. They refused to refund me May and June, but since I called on July 8th, they refunded me July -_- . They refused refunding me May and June even though they could clearly see we never uploaded our call list and never made one call. I feel robbed. I canceled July to stop the payments because there was no other option to speak to a supervisor. Then after I canceled they said they wouldnt be able to help me without an active account or to transfer me to a supervisor without an active account. So sad there are companies out there like this who take from small companies like mine. So much false advertising stating they are #1 all over *** I think their investor from Shark Tank knows some people to make it look great online, because once your signed up youll see they are THE WORST company I have ever engaged with! They cost my company and team so much money and time HOURS ON HOLD! Run! DO NOT USE NEXTIVA!

I can't stress enough to anybody considering Nextiva as their phone provider to NOT do business with them. We are a small business and it was time to upgrade the phones in our office. After seeing Nextiva repeatedly as a top-rated company and having a great sales call with the team, we felt good about doing business with them. Then our phones came and everything went downhill from there They tell you their phones are plug and play but Im here to tell you they are not. We plugged them in and they never worked! I spent hours on the phone with their sad excuse of a support team to not get anywhere. All they did was tell me to reboot the phone over and over and over again. It was the biggest waste of time. I asked if they could physically send someone out to help and they wouldnt. We even brought in our own IT company to get on the phone with Nextiva to get the phones up and runningstill no luck. Then, we sought out another company to get phones through. This new company came by, plugged in their phones and guess what! They worked immediately! After that, it was clear to us that the Nextiva phones were a complete sham. We spoke to a rep at Nextiva who said we had a great case for cancellation and then she came back a week later and said our cancellation request had been rejected and that we needed to pay for the phones that dont work. We. Were. Livid. After coming to the realization we had been played, we dug deeper into online reviews. Which by the way, seem to have disappeared since then. Their *** reviews had tons of 1 star ratings which you cant find now. There were many instances of people saying that Nextiva was continuing to charge their card after cancellation. If that doesnt scream that this is a scam, I dont know what does. Also, do not be fooled by their A+ rating on the Complaintsboard.com. They only have that because they respond to each review with a bogus response making it look like they care. I highly advise you to avoid this company at all costs!

We are a pediatric office and have been with them since October. The implementation was a nightmare, we had our initial call in Oct and they never truly took the time to get to know our current process and what we needed. I found myself logging into the system and teaching myself how to read the system and question why the business hours were not listed or how are the calls routed, things that the implementation manager should have reviewed. The communication was horrible, it was like pulling teeth to get her to answer questions, when we were scheduled to cut over our lines we were never given instructions on how the process would go down only that it was happening. The phone numbers ported over and we were live at 1pm when our phones should have been off and our implementation manager was no where to be found! We were left to figure things out and her excuse was that she had an appointment and didn't realize the phones would be on at 1pm (4pm EST). Then we are testing the lines to make sure our patients can get through, several changes needed to be made. It was as if we were building out our system on a trial by error. When it cam time for the phones to go off at 5pm PST, guess what they didn't go off. This has been our entire experience and now our account manager doesn't feel the need to respond to my emails as we deal with an issue that has been on going since day one. We use park lines on our phones to place callers on hold, this allows anyone in either location to pick up a call. Sometimes the park extensions are visible on the phone and sometimes they are not YES they disappear and no one has an answer for me or a work around that could resolve this issue. How frustrated would you be if someone told you you have a call on park 1 and you have 0 parks on your phone. It is inefficient to run a business when you have to make adjustments based on what your phone screen will allow. I would not recommend this business especially not for a medical practice!

Hello, I am tired of the lack of assistance despite ongoing communications. Since February 15, 2022, I've tried to get my VOIP phone lines working, paying $901.72 for equipment and setup, plus a monthly fee of $79.67. I'm told I declined procedures, making it my problem. I'll contact complaintsboard.com and Corporate, leave reviews, and post emails showing the company's lack of assistance. I'm canceling my services due to failed implementation and will seek reimbursement. The company's failure to set up our VOIP systems is unprofessional. My IT team worked for hours with your support, who then suggested making an appointment, ignoring the disruptions caused. I was misinformed about router compatibility, leading to unnecessary expenses. I've lost faith in the company's customer service and onboarding team.

Warning! I signed up 11/29 for Nextiva trail promotion and decided to cancel. I notified the sells rep by phone and email 12/6 that I will not move forward with this service. I later received an email about setting up my new account. I contacted the sells rep and sent an email to the support center stating that I cancelled the trail account and I do not want their services. I received an email stating a case has been created 12/17. One month later I receive another email with a *** and new account notice1-6-22. I was charged again and was told that the cancellation department never receive my cancellation notice until today January 6th, therefore I could not be refunded for December. I reiterated that the sells rep was aware and a case was created by your customer support department on December 17th. I was charged and should not have been charged and I expected to be refunded but instead I was charged again in January. The account was eventually cancelled after spending 4-5hours trying to get InTouch with someone to go through a cancellation process. I should have never been required to do all these extra steps because I did not complete the sign up during the trial, I did not sign the agreement and I notified the rep who did not mention an additional cancellation process that was required. The person who cancelled the service stated that I was not intitled to a refund because I did not follow the cancellation process. It was a trail and moving forward is based on my decision to sign up for services which I did not do, therefore what other cancellation process is there to follow other then letting the sell person know that I have no intention on moving forward and I sent an email to the customer service who created a case, that obviously went no where. I never agreed to a long term or month to month service agreement with them, therefore I should have been refunded all of my money. I never used their services even through the trial period. POOR BUSINESS ETHICS AND SHADY BUSINESS PRACTICES! IS THIS CONSIDERED FRAUD? THEY DO NOT DESIRE EVEN ONE STAR!

I am 100% convinced every single positive review of this company is fake. I have never, in all my years of customer service encountered a worse company. We entered into a 36 month contract with them in 2019 and I have nothing but regrets. The salesman talked a big game and it all looked above board and reasonably-priced. However, from the day service was to start, we've had issues. We only have 2 phone lines for reps who work from home-should be simple. Their user interface and set up may as well be in ancient Greek, as difficult as it is for me to understand. A rep even admitted to me at one point that it's very hard to learn and they spend weeks training to learn the basics. The desk phones have never worked for more than a day without having to re-boot. When I was told our internet service provider (which I cannot change due to the area we are in) was incompatible with their desk phones, I asked for a refund on the equipment we rent and they would not give us one--so I have useless phones sitting on our offices. When I switched to using their desktop app, I was met with a program that crashes 3-5 times a day--it always prompts me to send a "crash report" back to Nextiva and that fails to upload every time---so when I call customer service to complain, they state that they have no record of any crashes and to uninstall and re-install the app (this never worked for me)... Cumulative hours spent on the phone and sharing my screen with customer service is little to no help, not to mention that I don't have time to call every time there is a problem. After giving up on the desktop app, I began to use the *** app. Any time I receive a call while talking to someone else, the call I am on fails when I try to push the incoming call to voicemail. When a voicemail is able to be left, I can't listen to it through the app, because it causes it to crash, so I have to listen to the copy sent to my email. Text messages sent by customers are received hours or days later, if at all. I am counting the days until my contract is up, since they have no Standards of Service promising quality in exchange for our timely payments.

I recently hired Nextiva for my business and was convinced by their salesperson, Hoffman, who assured me that if anything went wrong, they would fix it for me. After signing the contract, I spent over 100 hours on the phone with them, went through training, but unfortunately, I received no service. None of the numbers or phones were connected, and when I tried to cancel the contract, they demanded $4000. I understand that businesses need to make money, but good ethics should be a priority in the US. Unfair business practices are illegal, and I believe that local business inspections of their practices are necessary. The security measures they have in place are designed to drive people crazy, rather than protect them. I'm sure there are many customers who have had similar experiences.

I recently purchased Nextiva and was excited to try out their services. However, I must say that my experience has been quite disappointing. I was promised wonderful services by the Nextiva Rep Ann Cubi Ward, but unfortunately, it turned out to be all lies.

After the sale was made, Ann Cubi Ward was nowhere to be found. She didn't answer my calls or emails, which left me feeling frustrated and helpless. I decided to call the support team, but to my dismay, I had to wait for hours before I could get any help. Even then, the solution provided was not satisfactory.

To make matters worse, all the phone numbers that Nextiva sold me were marked as SPAM RISK. When I brought this to their attention, they simply shrugged it off and said that it was my job to remove the SPAM RISK. This was impossible for me to do, and I was left feeling helpless once again.

Nextiva also promised to provide a free greeting message, but despite my repeated attempts to contact them via phone, email, and their website, I have not received any response for over two weeks now.

The same goes for the Caller ID feature. I have been waiting for more than two weeks for a response, but to no avail. It's frustrating to see that Nextiva doesn't seem to care about their customers and their needs.

In conclusion, I would not recommend Nextiva to anyone. Their services are not up to par, and their customer support is lacking. It's a shame that I wasted my money on this service, and I hope that others can learn from my mistake.

I recently had an experience with NEXTIVA and I must say, it was not a pleasant one. The customer service was not up to par and I had to deal with offshore call centers that were not helpful at all. It was frustrating to have to explain my issue over and over again to representatives who seemed to lack problem-solving skills. I was unable to speak to a supervisor or someone with more knowledge to help me address my problem.

My main issue was with porting services and it was a nightmare. I found it difficult to get into NEXTIVA, but it was even more challenging to get out. I wasted multiple business days trying to deal with the "Amazing" support people who were incompetent and uncooperative. They kept running me in circles and it was a complete waste of time.

If you are considering NEXTIVA, I strongly suggest that you think again. The customer service is terrible and it will only cause you more problems in the long run. It is important to have a reliable and efficient business telephone service, and NEXTIVA is not it.

Nextiva is a company that provides communication services to businesses. I have had a very negative experience with them. The service cuts out frequently, which is very frustrating. When I tried to cancel my service, they continued to charge my credit card for a year and claimed that they had no record of my cancellation. This is unacceptable and I have reported it to my bank as fraud.

I spoke with Dimitri, who is supposed to be a manager of customer service, but he was incredibly rude and unhelpful. He talked over me and did not seem interested in resolving the issue. As a professional businesswoman, I have worked with many companies and have never experienced such unprofessional and fraudulent behavior.

Nextiva claims to keep recordings of conversations, but when I asked them to pull mine, they said that they do not keep them for very long. This seems very convenient for them and makes me question their honesty and integrity.

Aside from their terrible customer service, the system itself is useless. I would not recommend Nextiva to anyone and suggest that you look elsewhere for your communication needs.

I have to say, my experience with Nextiva was not a good one. I was skeptical of all the positive reviews I had read, and unfortunately, my doubts were confirmed. The system was a complete disaster and caused us to lose out on thousands of dollars in sales. It seemed like nothing was working properly, and their offshore support was absolutely terrible. I've never experienced such poor customer service in my life.

It's hard to believe that Nextiva has any satisfied customers, given how poorly their system performed for us. Everything seemed to be in testing mode, and we ended up having to start a whole new account because they crashed our original one. It was a huge headache and a major setback for our business.

I really wish I had listened to my gut and stayed away from Nextiva. It's clear that they work hard to hide the negative reviews, and I can see why. This company is a disaster, and I would strongly advise anyone considering using their services to think twice. Trust me, you'll regret it in every aspect.

I gotta say, my experience with Nextiva has been a real bummer. The customer service is just plain awful. We've been using their services for a couple of years now, but we recently decided to cancel. I called them up to request that they port two of our numbers over to a different company. One of the numbers was successfully transferred in August, before the billing cycle, but the other one took a whopping two months to transfer. They kept giving me all sorts of excuses for the delays, and it was just a real headache.

When the second number was finally transferred, I called Nextiva again to request that they cancel our service in October, so that we wouldn't be billed in November. But guess what? We still got billed for November and December! Every month, I've had to call them up and spend hours on hold, and I've even received emails confirming that we were canceled, only to be billed again a month later.

It's been a real nightmare, but finally, on December 15th, we received confirmation that our cancellation has been finalized. I really hope this is the end of it, because they just don't want to let go of our money! It's a shame, because I had high hopes for Nextiva, but their customer service has really let me down.

When I first went to Nextiva, I was excited to try out their services. They told me that I could text on my computer to cell phone numbers, but unfortunately, that turned out to be a lie. I was disappointed to find out that their calling features were quite cumbersome and not smart at all. For instance, if you enter a phone number with a 1 in front of it, it will not go through. It's not smart enough like cell phones to fix this itself.

Moreover, the company locks you into an 18-month contract with subpar service. I found their customer service to be quite frustrating as well. It takes them a good 30 minutes to pick up your call, only to tell you that someone will return your call with your issue. And if you don't pick up the phone exactly when they call you, they will cancel your request, and you have to submit a new request for whatever issue you have.

I was also disappointed to find out that they are quick to close tickets but slow to respond to them. It's frustrating when you have an issue that needs to be resolved, and you have to wait for days to get a response.

Overall, I would not recommend Nextiva to anyone. If I could give them negative stars, I would. If you're looking for a reliable communication service, I suggest you steer clear of this company and go to 8x8 instead.

I am a small business owner and have been using Vonage for the past five years. However, due to some recent technical issues with their customer support, I decided to switch to Nextiva. Let me tell you, your business phone system is crucial to your success, and having an unreliable VOIP service can be a real pain. After using Nextiva for a month, I have a few complaints that I would like to share with you.

Firstly, I must say that Nextiva's service is reliable, but if you plan on using their mobile app to receive calls, you might want to think twice. Every time I answered a call on my phone using the Nextiva app, the call would immediately drop. I tried resetting the app and calling their support team, but nothing seemed to work. This is a serious flaw that needs to be addressed.

Secondly, the Nextiva app does not offer a distinct ring tone for business calls. This means that both personal and business calls have the same ring tone, which can be confusing and frustrating. Vonage, on the other hand, offers distinctive ring tones, which I really miss.

Overall, I am disappointed with Nextiva's service and will be returning to Vonage. Although I must say that Nextiva's support team is awesome and far better than Vonage's. However, the problem lies with their dropped calls and inability to resolve this technical issue.

In conclusion, if you are looking for a reliable VOIP service for your business, I would suggest looking elsewhere. While Nextiva has its strengths, their technical issues and lack of distinct ring tones make it difficult to recommend them.

I gotta say, I'm really disappointed with Nextiva. They used to be the best VoIP provider around, with customer service that was out of this world. But now? It's just terrible. Our phones keep disconnecting, and sometimes they just ring and ring with no one on the other end. We tried everything they told us to do - upgrading our modem, getting better internet service - but nothing worked. We were losing business left and right because of this.

After five years of being with them, we had to switch to a different company. And let me tell you, they were not happy about it. They kept trying to bill us even after we had ported out our numbers and sent in our cancellation notice. Our contract had expired three years earlier, and we were on a month-to-month plan. But they just wouldn't let it go.

It's like they had a complete turnover in management or something. Whatever happened, it was not for the better. I can't recommend Nextiva anymore, and that really bums me out.

This phone system is not good at all. I've been using it since December 2020 and have had nothing but problems. For example, when you pick up the phone, there's a 5 to 10 second delay before you can talk to the person calling in. Also, when you answer the phone, you can't hear the person calling in, but they can hear you. This makes the customer very frustrated and they end up having to call back. Another issue is when you put the person on hold and try to re-engage the line, it won't pick up and eventually disconnects them. These are just a few examples, but the list goes on and on.

Every time I call support, they tell me it's an issue on my end that I have to resolve. They fix the problem temporarily, but two or three days later, the same problems come back. I used to think Spectrum was bad, but this system is even worse. I recommend you look at other reviews before choosing this system. Be careful with them because it's not a good system by any standards.

I would never recommend this system to anyone. After my contract is over, I will go with someone else. My lawyer is even looking into breaking the contract. If you're in the same predicament, document everything so that you have backup. It's important to be prepared for anything when dealing with this system.

In February 2022, I ordered service from Nextiva. I submitted phone numbers to be ported, ordered wi-fi ready phones, which my rep said they had, and waited for the phones to be delivered. Onboarding sent an email with a date and time for the call. I was on another call when he called and he said he could not wait, that he would have to reschedule for a later date. In the meantime, I tried to connect the phones and discovered that they were not wi-fi ready, they needed a dongle. I contacted my representative and he agreed to send the dongles out immediately. Several days later I got an email that I needed to pay extra for the dongles (because they didn't send the right phones.) Also, some of the phone numbers that I submitted to Nextiva were entered incorrectly and the service never got initiated. When it came time for the next onboarding, prior to the day for the session, I got an email that told me to go in to my router settings and change several of the settings - I am not an IT person and I don't have an IT person so I was confused about that. I called my rep and he said that shouldn't be necessary, he would contact onboarding to get it verified. I never heard back from my rep or onboarding. The phones never did get set up, the lines never did get ported, the service was never initiated but I had already sent them money to initiate the agreement. After all of the inaccuracy, I decided to just cancel the service. They then said I would have to pay an early termination fee to the tune of $2653.00. Their policy is if you cancel within 30 days you get a full refund and they will cancel the agreement. They are still harassing me over the early termination fee. Also, on their website there is a press release that states that they will not bind any customer to a contract or add a penalty for cancellation of services. I want them to accept that I canceled, that I do not owe them anything, send me a label to send the phones back and send me my refund.

On June 16, our business purchased a subscription to Nextiva. The purchase decision was made based on a demo that included 1. The ability to delete voicemails. Our business receives many hundreds of voicemails each week, so our staff needs a way to organize them. 2. A compact app that fits into a corner of the computer screen, facilitating multitasking.We emphasized in the demo that these were important features for us. Nextiva demonstrated their app could provide them.Immediately upon switching from our old VOIP provider to Nextiva, Nextiva prompted us to upgrade to their new app, which we did. The new app did not offer the ability to delete or organize voicemails, resulting in chaos at our office. The new app is also huge, taking up the entire computer screen, severely slowing our office workflow.We complained to Nextiva. They promised the functionalities we needed would be added soon. (Ticket # ***.) We asked to be downgraded to the old app from the demo, but Nextiva said there was no way to revert to the old app. Despite several follow-up calls to Nextiva over the course of a month, the app was not updated with the features wed seen in the demo. Nextiva could only offer vague assurances that the new app would improve over time.We cancelled our Nextiva account on September 16, and they kindly waived our cancellation fee. Over the course of our relationship with Nextiva, however, we paid them $658.86 for the service we saw in the demoa service they never provided. Instead, Nextiva forced us to upgrade to a new, radically different app, lacking some critical features of its former app. We requested a refund for the full amount we had paid, but Nextiva denied our request.We are again requesting a refund for $658.86, which we feel is the bare minimum compensation necessary given the loss of revenue to our business and the many payroll hours consumed due to our switch to Nextivas app.Nextivas ticket #s for this complaint are *** and ***.

Psychiatry signed a 2 year contract with Nextiva on July 14th and purchased a phone and fax system on advice from Nexiva sales representative Antonio Lopes. In March , Bright Mind Psychiatry required additional phone lines due to many emergencies and phone calls coming through for the 5,000 patients in the practice. Nextiva was unable to provide extra phone lines and stated the equipment was outdated and required an upgrade. They were unable to add additional lines and patients safety and ability to reach their medical providers was severely compromised. We did not desire a complete phone upgrade that would cost over $2000 and phones were down for two days. Bright Mind Psychiatry elected to utilize Viirtue phone company for telecommunications, add an additional six lines and purchased no new equipment. Now patients can reach their doctors during a pandemic and not go to voicemail. We have over 150 calls a day during the pandemic and health/safety of our patients will always come first. Nextiva states the contract was for two years but there is an autorenewal and will not allow the contract to be dropped which was extended to 7/14 despite not being able to provide the service and asking us to pay over $2,000 for new phones that aren't even 3 yrs old. The contract although signed for Nextiva based in Arizona violates Florida law section 501.165 whereby we received no autorenewal notice. Customer Relations_OCEO To Bright Mind Tue, May 12 at 12:46 PM Dr. Phelps, When it comes to the contract, after speaking with my manager and looking through the cases, we unfortunately cannot cease the contract. This is due to the fact that since you have outdated equipment, the issue for connecting new phone lines was because of the outdated equipment and not due to the phone lines themselves. If you were to update your equipment, we would be able to provide extra phone lines. This is going to be with any VOIP.

I signed up with Nextiva for VOIP service for my office on the recommendation of a colleague. My sales person suggested that I sign a 12 month contract to get a discount for new phones compatible with their service at that time. However after receiving their phones 2 days later, I was unable to have usable service or fully functional devices after spending over 8 hours on the phone with their customer support team. Here is a detailed timeline of my interactions with their team:on 12/14 I ordered new phones and signed a contracton 12/16 I received the phones at 11am and immediately called support to set up the phones. I was on the phone with support until 4pm that day trying to get the phones configured and working. During that time the phones were provisioned and ringing, however the lines on the phones were not set up properly, the call analytics were not working and call flow was not working. The voicemail could not be recorded and set up online. After spending 5 hours on the phone I was exhausted and sent an email asking for escalation of support. Overnight the escalation team supposedly set up a functioning call flow.The next day on 12/17 I received an email response from the escalation team stating that call flow had been set up however the numbers were no longer ringing. Once again the call analytics were not working either and no new call flow or voicemail could be set up. I spent 2.5 additional hours on the phone with the escalation team that afternoon. The evening of 12/17 I called support again and spent another hour which did not achieve any further result.I spent 7-8 hours on the phone over 2 days and requested and received support from the escalation team which was unable to help achieve any of the goals for me to have a usable service (phones were not ringing with the assigned numbers, Call analytics were not working, Lines were not set up on the devices). I requested cancellation of my contract on 12/19 (5 days after signing)

Nextiva must be going through some sort of company-wide collapse the last few months. This all started when we received our monthly invoice on Nov. 26th from their new automated email system that included a line item stating "Contract duration: 11/26/2022- 11/25/2024". This is absolute nonsense, as we have been on a month-to-month agreement with Nextiva for over a year now. Since that email 9 days ago we have called half a dozen times and raised just as many separate cases to resolve this matter. After long waits to even reach someone I am then given roughly the same poor advice; to wait for CR (Customer Relations) to get back to me because its a billing matter they are not empowered to resolve. A couple times I put my number in the call-back system, but was never called. A couple other times I called I was told by the support rep that they have contacted CR and they will be giving me a call or email reply back. Only today, after 9 days, do I get any email reply and, sadly, it is the worst kind of response. This vague email response reads as follows; In regards to the Nextiva auto-renewal claus you agreed too when signing up for service. The mutually signed agreement states that written notice must be recieved 30 days prior to expiration... Hope this helps. There is no case number referenced or documentation attached, just this boilerplate response in broken English they are assuredly sending frequently now to disappointed customers. The absolute bare minimum effort has been given here with no real attempt to resolve the issue, as there is no need to give 30 days notice if we're not cancelling so it's irrelevant to even mention when we were already on month-to-month. My response to this email was to ask for documentation and details, and of course no reply as of this writing. Frankly, this whole experience is unacceptable. There is no reason we would continue working with Nextiva after this ordeal despite our very positive initial experience 5 years ago.

In October , I obtained VOIP phone service with Nextiva at $39.99 per month. The service agreement was for one year and dated 10/9. I received a single two page agreement that summarized the year term and it did not include any language indicating there was any automatic contract renewal or any obligation beyond the first year. Having lost 90% of my normal business due to the pandemic, I have been trying to find any way I can save money and during that process, found a less expensive phone carrier. Knowing I was out of contract with Nextiva, I secured service with the new company and subsequently ported my number over to the new service. I contacted Nextiva on 12/9 through their support system notifying them of my intent to cancel and received an email shortly thereafter acknowledging my desire to cancel and asking if there was any way they could save my business and my phone number as they needed to remove it from their switch. The next day 12/10 they charged my credit card for another month and on 12/14 I received an email from their Customer Relations stating I could not cancel because I was under contract. I replied that I was not under contract and could they please clarify. After 24 hours I initiated a new support request and received an email stating that they have an automatic renewal policy that renewed my initial contract for an additional year. Despite a section in the agreement describing the contract term, a separate T&C web page describes their renewal policy. The salespeople never mentioned this. I never received notification that the contract was being renewed. The customer relations manager *** stated that I could pay $261 (9 months service less fees and taxes) to end the contract prematurely. Once I've paid that, then they will release me out of the contract and my account can be canceled. I believe this practice of burying an automatic renewal within a terms and conditions document referenced but not included is deceptive

On February 15, I subscribed for a telephone service plan for my business with Nextiva. ***, sales representative advised me that Nextiva could meet my business needs and that the platform was even superior to RingCentral, my current, which included multi-user set-*** for phone and text. I was billed that day with a card placed on file to be billed monthly even before services were not yet set up. A month went by before I could start the implementation process due to intentional delays in setting up the service as I was billed again $333. During implementation on March 14th, *** went through my business needs and she informed me that Nextiva did not have the team texting capability that I needed for my healthcare business. I told her that I could not proceed and would consider what to do and for her to not port my current business numbers to disrupt our company's business. On March 21st, I emailed *** and *** to determine what could be done; I was willing to honor the contract with less phone lines and would use it internally. I received no response. Then I sent a second email on March 28th and was given this response from *** that day: "Good Morning ***, I apologize that you have seen such a great delay in our communication. Internally we are taking your request very seriously Ill follow up with my sales team so you may hear more about how we can assist you and what makes the most sense for your business."Companies that take customers' money without delivering services promised should be exposed to the public. There should be timely responses when a company cannot deliver services and continues to *** you for services it cannot deliver. I will never recommend Nextiva to anyone and hope they change their coercive sales practices to gain business without insight into what a business even needs and then lock customers into contracts that cannot be changed for services they cannot deliver.

Purchased Nextiva Service contract on Feb 11, 2022 for our small business. Upon receiving the training videos and attempting to set up the service ourselves we reached out to our sales rep on February 15, 2022 who added a line to the account and said he would work to make the system work for us but that he was having difficulties and would need to call me back. The next day I reached out to the support phone number to let them know we were unable to set up the account and it was not functioning the way we were told it would.The support person escalated me to a higher support person who agreed that the system does not function in the way we needed- which is multiple lines to each user with caller Id on incoming calls to the line.That Higher support person connected me with a sales rep who said we may need a different type of plan but they weren't sure and would have our original sales rep *** reach back out to us.*** confirmed that maybe we could use the call center type of plan but he was not sure that would even work and we would have to pay more money for that service than the contract we had. He stated over the course of the next few days that he would find out what to do or how to make it work. He did call back twice stating only that he had no update for us on how it worked and then he did not respond. On Feb 22, *** that department and I would have to send an email. Which I drafted and sent and only recieved and automated response back. I then received two calls from support people who stated I couldnt cancel and there were no notes on my account. I reached back out to Sales RepWaited on hold - agreed miscommunication was on their end and would need to submit a request to waive the early termination fee- but she was not sure-- Case Number: KUM-*** Dania

My complaint involves two separate contracts executed with a corporation based in the United States and a small business providing aging and personal care services. The corporation has experienced overall substandard services, frustration of purpose due to the corporation's failure to perform its contract services, and the corporation's failure to cure and inability to provide a suitable remedy. The corporation intentionally makes it extremely difficult for customers to cancel their services and imposes substantial termination fees that seem to be a form of punishment or penalty for terminating their services. In December , the corporation executed a 38-month contract with the corporation to provide HIPAA compliant VOIP and related Services. The corporation provided a 90-day warranty period under its Early Termination Fee Provision to evaluate the services. Due to the series of technical issues, this contract was cancelled and the corporation offered a new contract to address the service concerns. The corporation agreed to enter into the new agreement in hopes that the corporation would improve the services. The second contract was executed on June 1. Due to substandard services, the corporation submitted its notice of cancellation on July 7. The corporation refuses to release the corporation from the contract without substantial fees. Consequently, instead of releasing a dissatisfied customer from a long-term obligation, the corporation intended to trap the customer with a penalty-like cancellation fee of nearly 34 months despite providing only 36 days of service. Accordingly, the corporation is seeking to be released from the early termination fee (approximately $9,876.32), a refund of monies paid since July 7 (approximately $1,452.40), and a certified copy of all records of troubleshooting, internal complaints, and customer-driven records and files related to the services provided by the corporation from December 1, through November 30.