ComplaintsforDialPad

• Initial Complaint

  11/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unethical company, ******. Hidden fees, won't cancel even after writing in email and on pre-paid service we continue to be charged on taxes and fees. Charge for Campaign Registry fee many months after cancelling. The list could go on, buyer beware they are very bad company to do business with and they don't know how to register businesses and will continue to charge the higher fee organizations SMS registration. It's part of a scam. I prepaid for a year for service for unlimited MMS/SMS in 2023 I receive this:As such, after March 31st 2023 Dialpad will no longer be able to offer unlimited SMS/MMS as part of your Dialpad Talk license; the new pricing structure is summarized as follows:Then we tried to cancel in 2024 and they have continued to charge us for 3 phone lines that were never in use and wouldn't refund us despite them not disclosing the charges clearly. Terrible company, don't let them store your CCOF!

  Business response

  11/15/2024

  I would need to review the case, the *** fees for compagne registration is not something that Dialpad profits from. Those are fees from the telco providers, sadly that is not under our control. Because of *** regulations offering unlimited *** is not an option for us as we get charged for that registered traffic. In regards to their cancelation request, I would need to confirm whether they are under contract or not. If they are not under contract I will make sure that their CSM is notified and processes their request for cancelation. However, if they are under contract things might be a little more complicated for me to bring resolution to this matter. 

  I will work with the *** team to get them sorted out. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have first dealt with the worst sales *** ever "****** ***********" who gave us misleading information like that there are no charges for using our Toll-free number when it occurred that there is a charge for using our Toll-free number. We also told her that we are mainly switching to Dialpad because of the "Coaching teams" feature that enables live listening to calls, she promised that our account would be set with this feature after. After we signed the contract we found out this feature was not working properly. We are also having issues listening and accessing some audio recordings even with Admin access. The sales *** ghosted us and never responded again after signing. I tried to contact their support but was never able to solve any of the issues and they just said nonsense, apparently, we also got assigned to the worst Customer Success specialist "******* *****" who does not help us with anything or respond to our requests. We have requested that he have us cancel our contract or have another customer success specialist assigned to our account. He said that he would talk to his manager and never responded back. We feel we are stuck with this very bad service, problems with recordings, problems with live listening to calls, misleading information, poor sales ethics and bad customer support.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up with Dialpad over 12 months ago and unfortunately my business wasnt successful and I had to close it. I had completely forgotten about Dialpad until I received a renewal charge on my credit card and an invoice shortly after. Before this, I received no notifications of upcoming renewals or any other communication.I lodged and email with Customer Success and had Gio respond multiple times asking me to stay on at a discount rate, even after I explained to him that I had no use for the system as I didnt have a business. It took 4 emails to finally get him to cancel my plan and in his email I was promised a refund and billing would be in ********** forward almost 7 days and there has been no contact from Gio and no contact from the Billing team and no other way to contact anyone else.I just want my money back.

  Business response

  10/07/2024

  This was refunded on Sept 24th. on ticket #3514197 for the amount of AU$240.00. Are they saying that they haven't seen the credit on their account? 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We wanted Dialpad for the sole reason of being able to use their local dialer, so that the closest area code to that client would appear when we call out. We were told we had to have the AiSales licenses, which you have to get a minimum of 3 even if you don't need them, so we complied. Which, side note, the Advanced or Pro plan, for some reason they have different names for the same plan. The website and invoice says advanced, billing profile says pro so I'm not sure what that's about. I went back to their website after we got the invoice to review the different plans and on the website because our invoice included another $100 for local dial as well as a ridiculous amount of taxes and fees (around $100).It very clearly states under the Advanced Plan: (copied from their website)All the value of the Essentials plan, plus:-Local **************** Dialer -Real-time Assistance -Custom moments NOPE! Our sales **** and I quote said "It's not "included" it's supported with the add-on. Without this add on you will not be able to dial out with local presence. It's required for you to have this add on. Once removed you won't have access to local presence." Then come to find out that the numbers we are given with our license, including the main company line, can't be used with local dial. You have to purchase another line, not a big cost, but after everything else, just seemed very sneaky because without it, the actual application for local presence won't work.I have included many screenshots from their website as well as my documents for the business to review, and I would love for them to try to explain to me where customers are supposed to know that local presence is a separate cost and that it would require an extra number. None of your representatives know what they are talking about nor do they actually know how to work the software.

  Business response

  08/26/2024

  Can you please let the customer know that I will work with the necessary team to address their concern. Certainly not the intention to cause any frustrations or come off disingenuous about the product we offer. - *************************.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  New Amendment was effective May 31th. I had a clause that I could cancel in within 30 days. They sold me something that they never had. They misled me on signing this Amendment with something they never really had.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 26th, 2024 we purchased Dialpad Voice AI Licences for our sales team to use in conjunction with our Salesforce Org. These licenses were provided at $24.50 per month on a month-to-month term. In May of 2024, we upgraded these licenses to the much more expensive ($77/PUPM) Sales Ai License types with a ******** contract. We specifically upgraded to this service to take advantage of auto-dialing capabilities that were fully integrated with Salesforce. However, within hours of the purchase, it was clear something was wrong. We were able to see all the features, but the salesforce integration was not working. We spent many hours with their technical support team over 4 weeks troubleshooting. Their tech team admitted this was a bug and they were not sure of the root cause. After several frustrating weeks, and many wasted hours, I was forced to find and pay for a different solution. I approached the company and requested that they refund the difference in the license types, and move us back to a month-to-month arrangement. The provided us with an agreement for the $24.50/month amounts, but it was still on a 12-month agreement. I told them this was an unacceptable resolution, and I would like to be moved back to the previous arrangement. It has been almost 2 months with them, and they have refused to honor this arrangement. Additionally, since I have not agreed to sign another 12 month agreement, they have continued to bill us the $77/PUPM license costs each month. I am requesting that they refund us the difference between the $24.50/PUPM and $77/PUPM charges for the last 3 months, and that they allow us to move back to a month-to-month arrangement on our licenses. They have wasted countless hours of our time troubleshooting their subpar product. And now they are wasting our time in trying to return back to our previous arrangement. Their practices are unethical and reprehensible. I have email exchanges to substantiate all of my claims.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  System does not actually work as they assured us it would. We discovered that the first week of use, asked to get out of contract then. They refused. We tried to live with it and work around. It has been non stop issue that never resolve and we just want to cancel and get our main line number back

  Business response

  07/11/2024

  I found found their request with our CSM team and will ask them to prioritize in getting them what they need. We have asked this customer for the opportunity to help us resolve their technical issues but they are refusing to do so. I can certainly understand their frustration but we had to at least try to help them resolve the problems, what they describe feels like it can be fixed with a little effort on both our parts to get their network to corporate. Nonetheless, we'll get this resolved for them once and for all.  

  Customer response

  07/11/2024

   
  Complaint: 21965650
  
  I am rejecting this response because: we have asked for resolutions and done what they asked of us. Call quality never resolved, bad call routing and calls not even coming to our business. We provided what we could, updated what we could. This has been ongoing since the very first day we started using it and spoke with several people within that first week. We have tried to make it work, it has not worked as was initially indicated when we signed up. We did the proper porting, updated call routing as suggested by service reps. *** **************** team never provides an out. It has severely affected my small business and all we are asking is to make this right and let us out of the contract. It's bad business practice as there is never ANY wiggle room to negotiate. We tried, for about 9 months now, and it is just not worth the time and effort to keep contacting when things go wrong with no resolution. *** call echoing and people not being able to hear us has been non stop since service started. NO fix has corrected it. We just want out so we can try and rectify the issues it has caused and the business it has lost us. 

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I request an account cancellation and sent over 4 emails with a request to terminate my account. Each response is probably an automated system because they keep asking me why I want to cancel instead of doing what I have requested. I have now had to put a stop payment on this company to avoid being charged without my consent. Avoid this company at all costs because they have made it impossible to cancel your account.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello,I recently signed up for the free trial for DialPad (that lasted a few days). A few minutes after, I was exploring the DialPad website and noticed that I accidentally signed up for the DialPad full service. Given that I had signed up for the free trial and I did not want to pay for the full year just yet, I reached out to DialPad via the chat service on their website. I explained that I still wanted to try out the service without paying for it, and the online chat representative explained that she reversed the transaction and that I would not be charged.A few weeks later, I was examining my credit card statement and noticed a charge for a couple hundred dollars. After seeing this, I called the DialPad customer service phone number, and the phone rep apologized and said that they would process the complaint through their Customer Success Specialist.After talking on the phone to the customer service rep, he transferred me to Gio, the Customer Success rep that was going to address my request. *** explained that they were unable to find any ticket or transcript history from my website chat, so they would not refund the hundreds of dollars they charged me. To that, I asked *** why I was not given a ticket number immediately when I started the chat request. I did not know that I needed a ticket request, and from my conversation with the chat representative, I was under the impression that the refund was taken care of.Regards,****************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for 2 lines with Dialpad two years ago, I like their service, but I don't need all the features they provide. I forgot about it, and then looked at the bill that they sent me 5/8/2024, they added a large amount of taxes and fees that were never disclosed anywhere on their website. It is deceptive, and wrong. To add insult to injury they also have a no refund policy, So I cancelled less than a month into the yearly term, and I'm out over $500 for service that will not be rendered. I have no problem paying a pro-rated portion of the service. Every other telecom company I have ever dealt with has at least pro-rated a portion of the unused service. Another small complaint is that they do not have a phone based customer service whatsoever so you're stuck using chat. It is impersonal and robotic.

  Business response

  05/30/2024

  Please allow me to look into this. We will reach out to them via our means of communication. 

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