Nextiva
Reviews and Complaints

DO NOT BUY FROM THIS COMPANY. BEWARE. I work in IT for a government emergency services agency, and after doing our search online with reviews and speaking with the sales staff of about 13 different companies, what they were offering us sounded amazing! It had seemed like all of our hard work researching had paid off. Well, it was too good to be true. We were promised a reasonable rate of approximately $200 a month for all of our phone numbers, and enough concurrent calls to suit our needs. Fast forward to 3 months later, our bill was astronomical, I'm talking $500 a month for the same only service. We felt lied to and cheated. I called to find out why, only to discover, our representative didn't work there anymore. Which is fine, I get people come and go, and that's a normal part of business, but in the 2 years we had services with them, we had 9 account managers. Every time I called, we had a new account manager! Additionally, we kept finding hidden charges on our account. On top of that, the agency is tax and fee exempt, and shouldn't be paying any taxes or any consumer/business fees. They continuously kept charging us sales tax, and fees despite us submitting our exemption paperwork 6 separate times. When it was finally proven, almost a year and six months later, that we were tax and fee exempt, instead of refunding all the taxes and fees they had collected from us since we signed up, they offered us a $30 credit on our next bill. From the time we signed up, to the time they offered the credit they had collected over $800 alone in taxes and fees, $30 was a slap in the face. Just prior to the 2 year mark of our original activation of the account with them, we submitted a transfer request for our numbers, only to find out that they 'had no record of a transfer request', despite our other provider submitting it to them 22 days prior to the transfer date! This company is one to avoid. I've been in IT for almost 30 years and in that time, choosing this company is easily the biggest mistake I've ever made in my career. Buyer beware. AVOID THIS COMPANY.

Inept teams; shoddy ethics; customer harassment. With the first half hour as an exception, the remainder of my complete experience with Nextiva was lousy. Here's a piece I'm posting on social media today (having warned Nextiva several times that I would do this): NEXTIVA: Inept teams; shoddy ethics; customer harassment Having decided to change from landline to VoIP telephone service, I went to the Internet and contacted NEXTIVA. I was assigned an account exec, in good faith completed the necessary paperwork and paid the initial processing fee of $45. In good faith also, I approved the contract for a new telephone they recommended.When the new phone arrived I contacted my NEXTIVA account exec and began the process of changing from landline to NEXTIVA VoIP. After the first hour of this effort I began thinking the process was not working well. During the second hour a tech expert was introduced to the discussion. As we approached the third hour of fruitless effort I was seriously reconsidering the entire thing. Well into the third hour, still with not even a dial tone, the tech expert announced NEXTIVA had sent the wrong phone.At that point I said enough, and instructed them to terminate my account. On the following day I returned their unused phone in the same box, to the same address from which it was sent, using *** with a tracking number and required signature upon receipt. My termination decision was received with the finesse of a jilted lover. Four weeks and nine (9) contacts later, NEXTIVA is still harassing me: four personal conversations; four extensive explanatory emails; one attempt at billing me for a months payment on the returned phone. In spite of their totally failed efforts, they have not reimbursed my deposit of $45, and they continue to demand I pay for the phone, which never worked, and was returned. Their seventh (7th) contact came in the form of a *** for a months payment on the returned phone. In the eighth (8th) contact as I attempted to discuss the phone billing, they said they could not locate my account. In the ninth (9th) contact, their customer service guy basically claimed to be helpless in addressing these issues.So I am turning to social media plus the Complaintsboard.com and Chamber of Commerce for remediation. The moral of this story is: If you are interested in a VoIP provider, love working with inept teams, find shoddy business ethics enticing, and enjoy customer harassment, remember the name, ***.

Please, please do your research before even contacting Nextiva. After looking into voIP for our small business, we settled on Nextiva based on the ease of use of their website, and it being voted the best voIP in 2019 + 2020 from several reputable websites. After starting a month to month contract with Nextiva for 5 phones, we were told we'd be sent one wireless adapter to try to "see if we like it". We were also offered free phones as incentives for signing up. When the phones came, we realized that we needed wireless adapters for all the phones as we didn't have access to additional ethernet ports. I went out and purchased adapters locally to hopefully expedite the set up process, only to be reamed by our account manager for not telling him sooner. We then find out that the adapters will not work with Nextiva phones, and that we had to pay $120 for 4 adapters to be sent to us. After receiving them, we realized one phone was not working at all, but was quickly fixed by tech support. From there, radio silence. When I was trained on the system, my screen never matched up with the account managers, and I didn't understand what he was talking about. A few weeks later, he asked me to demo the new updated system, and that's when I realized I had the updated one the entire time. When I told the manager, he said I was wrong, and that there was no way. Later, when we were finally able to really try the system (many shutdowns and weeks working from home during COVID-19), my team and I realized it just wasn't what we wanted from a phone service. They also snuck various extra fees in our charges, what was quoted to us over the phone/video chat wasn't reflected in our contract, and continued to tell us we were at fault for any issues we were having. When I told our account manager that I wanted to cancel, he told us it'd be $300 in shipping to return the phones, as well as a 40% restocking fee, and this was news to us. After chatting with support, they offered to credit us for the month that we paid for service but were unable to use the phones without the wifi adapters, but only if we stayed with Nextiva. I reached out again to support to let them know that we would not be moving forward, and I didn't hear a response for several days. After support finally called me, I was told again and again we were in the wrong, that we agreed to the return policy in the terms and conditions we signed. I asked him to provide me with a copy of these terms, with the exact verbiage highlighted, I was told that in the terms and conditions, we agreed to read their online policies and abide by them. I let him know that without my signature on that exact policy, that I would not be taking that as an answer. They now refuse to give me a credit because that was only if we continued with them, and told me it's my own fault for not reading a policy on their website (that is nowhere to be found, after looking into it.) Reading their cancellation policy, they will only refund you if you "have not used over 50% of the allowed minutes in your metered subscription plan or 500 minutes in an unlimited plan, you did not receive a free device, and you are not subject to a minimum commitment contract, you may cancel and be eligible for a refund of equipment, activation and subscription fees." The money-back guarantee that we kept getting promised is also null and void if you receive a free device. You also cannot cancel service, and then port the number to another company, you can only begin porting if your account is active and in good standing.

Honestly I do not know where to start, I decided to have a 36 month contract with this company because the sales man made it seem so perfect, what made me want to add a line with nextiva was because they had a phone app so I don't miss any calls. Basically I got this bundle in November, I did not use the phone at all because my business was not running and I didn't have internet yet. 2 weeks ago I put internet in my building and gave nextiva a call to get it set up, when the representative asked for my number I gave it to him and he said that number is not in their records, I was shocked but didn't think anything of it so I provided him with my account number and he said that there was a different number on my account, in complete shock I explained to him that they cannot do that with my permission and I already put up my store signs, business cards and flyers, he said to give him some time and he will speak to the porting team and see what is going on, he put me on hold for more then an hour and couldn't get in touch with porting because it was a weekend, he didn't know how to set up the phone I rented from their company and told me he can almost guarantee that if I call on Monday they will solve my problem. I called Monday and spoke to multiple people and explained my situation they all said we cannot give this phone number back because it is a broken number and they can only provide me with a different number, I asked to speak to a supervisor and all the representatives refused to transfer me, finally I decided to contact Chris Herrera the guy that set up my account he never answers the phone so I had to email him and tell him that I am going to leave him a review and his service was bad... he gave me a call after that email and added his colleague, his collegue promised to ether solve my issue or do whatever it takes to make me happy and I should wait 24-48 hours, 3 days passed and I will constantly call and email Chris to see what happened, if he would respond he will say its still pending with the carrier, the last email he said was by Monday the earliest. Monday which was 3 days ago I call no one has answers for me I end up speaking with a supervisor who was understanding and he informed me that the phone number is broken and there is no way to get it back. I was on this call for 4 hours, no solution, I asked for them to pay a partial amount of my loses because now I have to change all of my advertisements, he Said that it sounded fair but he has to speak to his manager, when he came back he informed me that they cannot do that and they are willing to give me 1 month free and lower my bill to 20$ a month instead of 25$ that's what he offered to right their wrongs, I obvisuoly refused, then he offered 2 months and then even three in which I still refused because that is not even 10% of the amount I am paying to fix there mistakes. Finally he transfers me Senior Customer Relations Manager and he offers the same thing and I refused again and told him my story again finally he says send me an invoice of how much your signs costed so I did and he told me to wait 24-48 hours he will call me and tell me what they decide. he did not call I had to keep calling and emailing. finally he called me today and informed me that they can online waive 3 months of payments for me and that's it I refused again and said cancel my account... you guys will never guess what this company has the audacity to do,,,, he said that there will be a penalty if I cancel, so I freaked out and told hm I am not paying a dime and will be taking actions, then he put me on hold and came back saying he can lower that penalty fee which is over 900$ by 25% which would be over 700$, after I told him again that I am going to take legal actions and leave reviews he finally promised to "try"and waive that penalty fee... so there is my story now I have to wait 72 hours to see if my penalty will be waived. This company is the worst I had to deal with 2 weeks of long phone calls and no solution! the guy that started my account didn't even test the number in the first place, they changed my number without my permission after I payed and made all my advertisements and cannot give me that number back! and are trying to make me pay a penalty fee! my word needs to get out to everyone considering using this phone company please do not they're service is horrible and you aren't really saving any money verizon is cheaper and they give you a free phone!

I entered into a 24 month contract with Nextiva to provide VOIP service for our businesses. During this 24 month period I added services occasionally as we grew, sometimes adding 1 line, sometimes more as I added business locations. When I added these lines, I was assured that this did not start over a new contract and would just be added to the existing contract. What I recently found out when I tried to cancel service is that linked in the contract I signed which specifically calls out 24 months, there is a clause in their T&C that states if I don't cancel my service before the end of the contract that it will automatically renew for the full term of the agreed term at the start of the contract. This was not made clear, and definitely not relayed to me as I grew the service and asked about how this would affect my contract. We have been taken advantage of and put into a very bad position since I was led to believe that because I was out of contract that I could cancel at any time. I have since change providers and am now stuck with 2 bills for VOIP service. In March I called Nextiva to ask if they could help because of COVID and our business being shut down. They did help, but said that they could give me 3 months free but that it would extend the term of my contract from 24 to 27 months - which by the end of the shutdown would mean that I would have fulfilled my term anyway. They did not explain that this would actually automatically push me into a brand new 27 month contract with them before our business even opened back up. Again, this seems predatory and has put our business in a very bad situation where we are being charged over $8,000 as an "early termination fee". I feel we have upheld our side of the contract and should not be cheated into paying for a contract that wasn't agreed to. We are still using loans to help our business succeed during a very challenging time and Nextiva is trying to cheat small businesses without legal departments.

I began my service with Nextiva 6 years ago. I decided to switch to a provider with more features. I inquired about porting my numbers on 8/22. On 9/22, I attempted to cancel. I was informed my contract had renewed 12 days prior, resulting in a 36-month payment obligation totaling $4000. I was previously unaware of any renewal fees. I was under the impression, as initially told, that after the first 36 months, my contract would be month-to-month. The representative mentioned they do not retain call records. My monthly bill suggests a monthly renewal, which reinforced my belief. The representative advised me to review the terms, which are extensive, with a crucial automatic renewal clause buried in section 8. This was not clearly communicated at the time of signing. I questioned if this clause existed in the 2016 terms and was told they were unsure, but the terms allow Nextiva to modify the contract. I've lodged a complaint with the regulatory authority and noted similar grievances from other customers. Despite being a reliable customer, I am now facing a dilemma with the company's lack of response and threats of debt collection for a contract extension I never agreed to. The situation is distressingly unethical.

On 5/2/2022 I spoke with *** in Tech Support about issues I was having with new users this is where is all started. During that call I was advised to upgrade to the new Nexitva OS platform and that she would have my sales rep reach out about upgrading. I never received a call from my rep and had to reach out again a few weeks later about call recording issues. Once I again I was told that my rep would reach out. Then again about a week later I reached back out to tech support about another issue I was having with call flows. I was told that the system I was on did not support call flows and that I would need to upgrade even though I had already made a call flow in the old platform. I asked if they could get my rep for me as no one had called me back. They finally had a rep named "JT" *** talk with me because it seems my normal rep was out for a month and no one thought to have someone else work with me. JT was all about getting us setup on the new platform and told us that they would handle transferring everything over. This took days to happen all while I had employees that I needed to setup. The day they finally started to transfer the numbers over it was supposed to only take a few minutes and that everyone needed to logout of their phone system. Hours later we finally had the numbers transferred over. Once we had the new phone systems up and running we noticed that our contacts in the old Nextiva account did not transfer over and then at this time after being on with support four over an hour stating oh we can't do this. So I had to login to our old account copy each contact one by one and paste them into the new account. A few weeks later I needed to review a call recording and nothing was there. I called support again and was told that it is now a different web address to get to this and a different login. I login and calls are not there and I was told that call recording was not turned on. Was not to be charged for old account.

I switched from conventional business phone lines to Nextiva for my small business. Concerned about tech support and phone features, I was initially impressed with the sales process and felt confident in Nextiva. Timing the switch with relocating my business, I was assured the phones had desired features like AirPods connectivity and call visibility. After setup, I needed further assistance but faced long waits for customer support, which was unacceptable as I needed to manage my business. Repeated attempts to reach support were futile, with excessive hold times. This poor customer service is intolerable, and despite a 12-month contract, I am considering legal action.

The company provides internet phone service. I acquired service from the company in or around the beginning of 2020 for a business I started around this time. I had a local phone number and a toll free 800 number. My company is an import/export company located in Greenbelt Maryland. My average monthly incoming calls for the first 12 months was approximately 10-15 local incoming calls per month. Due to Covid the business had a slow start and did not do much work. My issue with the company started on Feb 7th approximately. My account is set up to receive emails when someone leaves a message on the line. I received approximately 75 calls that left message. This went over the threshold and my account was charged over-usage fee. None of the calls actually came through to my actual phone line. The calls continued the next day, I called the company to report the problem and made them aware of the issues and the 800 number blocked until they could find out what the issue was and why the phone system appeared to be hacked. I spoke with Nick in customer service and he indicated he would look into the problem. After 3(02/11) days when I did not hear back from Nick, I called again and spoke with Dasha and a ticket was created. On 02/16 I called back and spoke with Ana and Nick and there was no resolution to the phone line being hacked. I was told The company said they would keep me informed of what was going on. After 10 days I called back on 02/26 and spoke with Julian and Nick with no solution. Additionally my average monthly bill was $41 for the 1st 12 months of service. Once the problem took place my Feb bill at the end of the month was 1,075 dollars. I also supplied the company emails from the 3 of the message for the particular days of Feb 7th and 8th.I want the fraudulent charges removed from the bill. On March 26th I received a email indicating the account will no be corrected and I am responsible for all charges, despite not receiving 1 actual phone call

My small business signed up using Nextiva VOIP services years ago on 09/11. Recently, we tried to cancel our service only to find out that I would have to pay over $750 in Early Termination Fees (***), due to a 2 year service term. I was misled by the salesman during the initial service agreement! The salesman told me about the initial 2 year service term, however, he misled me about the 30 day termination notice after the initial 2 year service agreement was completed. I'll outline additional difficulties and deceptions below:1. He led me to believe that after the initial 2 year term, there was a month-to-month service arrangement and a simple 30 day termination notice needed. Additionally, during the 'signing' of the agreement, I had already been on the phone for quite some time and the salesman 'paraphrased' the terms/conditions over the phone to speed things along. I read through the 1 page agreement, which had a link to an additional Terms and Conditions Page, which contained over *** words! This was the document that Nextiva referenced to enforce the *** when I tried to cancel.2. During the original sales call, I was lied to about the compatibility of the Internet Router that I was using and the compatibility of the phones I ordered. Subsequently, I was directed us to purchase an additional router with a certain type of 'Tomato' technology. He assured us that the router was compatible with our internet provider and that is was absolutely necessary for service to begin with Nextiva. This resulted in months of issues with our Internet provider, as the router was NOT compatible and it cost us extra, unnecessary dollars. It turned out that the 'Tomato' tech was NOT required, except that Nextiva preferred it for the sole purpose to allow Nextiva service technicians the ability to remotely access our phone system for repairs. I wasn't allowed to return the router to Nextiva AND not only didn't need it but couldn't use it.3. Most recently, we were forced into an 'upgraded' Nextiva app that never worked properly. I had 2 service tickets opened and both said that the issue was resolved, whereas neither time was successful. After 4.5 years of service and payments to this company, having been misled by its representatives several times resulting in extra unnecessary expenses, and considering our recent poor experience with the 'upgrades', it is not only reasonable to terminate the agreement without ANY financial 'penalties' being imposed, is should be considered down right good customer service.Additionally, I've spent HOURS on the phone trying to get this resolved and my service cancelled. I received an email regarding the cancellation terms and they closed the case. I immediately responded to the email and then again a few days later and have not heard back from them, yet. I'm on hold on the phone now for nearly 30 minutes while I write this complaint.

Nextiva are the worst! Terrible service! Cuts out all the time. On cancelling they are still charging my card a year later and claiming they got no cancellation! We are reporting it to bank as fraud! Dimitri their so called manager of customer service was sarcastic, rude, shouted over everything I said and had no interest in resolving the problem! As a professional business woman we have worked with many companies never had this unprofessional fraudster service ever they claim they keep recordings of conversations when I asked them to pull mine they said oh we don't keep them that long! Convenient!