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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have been a customer since 2007. We were paying for hold music and had new phones installed that already have this service. Called to cancel 9/6/23 and was told the comapny submitted us into a automatic 60 month renewal on 9/1/23 but I could speak with the sale rep ****** and he could possibly help. Fast forward to 10 calls to ***** over an 8 month period and I still have not had a chance to speak with ******. Now ***** is threatening to take us to court over $180 billed 4 times a year. This is terrible customer service all that should have taken place is a call from ****** in September 2023 8 months ago.
Business response
04/09/2024
We've been eager to provide this client with a resolution, and continue to be. In the interest of a resolution, below is information that informs the concerns raised in the original note to BBB.
**** and ****** then spoke on September 20th (after calls and voicemails to **** on 9-12 and earlier on 9-20). Other members of our team have had similar conversations with **** since that time.
****** let **** know that, while the client's new phone system does not preclude the use of our On Hold Marketing services, we'd help them to repurpose the dollars under agreement for alternative services and/or to simply build up a retainer fund to be used at a later date if they did not want to utilize our services on the new system.
The client's term of agreement started a year before the client reached out (September 1st, 2022) and runs through August 31, 2027.
We're happy to find an alternative service that allows them to honor their agreement.
The reference made to court may be the result of a letter we send out when a client is more than 2 months behind on a payment, and is non-responsive to outreach. We'd much rather provide value with an alternative service than pursue legal avenues.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.