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stars
"I'd give it a ZERO if I could" on by orionpooh
Pros: There are NONE.
Cons: quality of service, customer service, business practices
Summary: Stay away from Vonage. They lie, lie and lie. We had terrible service - lots of dropped calls and awful sound quality. Not only that, we didn't get anywhere with transferring our landline phone number to Vonage. They promised us a credit for the inconvenience and delay in transferring the number, finally gave us a transfer date, and then jerked it away from us by making up some story about a problem with our account. Oops! They made a mistake, but not before we lost our transfer date and had to wait for who knows how much longer. Finally, we decided to cancel service, but they refused to give us the credit promised. They charged us over $40 for termination, claiming that they would refund the termination charge when we returned the device. We returned the device, they e-mailed us that they received it, and the refund of the termination charge? $0.00. We had to contact them, again, and get the Better Business Bureau involved before we saw any refund. We are still in the middle of dealing with them through the BBB for other issues. Finding that they don't even bother to read the letters we send, just keep responding with the same B.S. I know they have a lawsuit filed against them by the state of Texas for lying. I am so upset with Vonage I am on the verge of checking into whether a class action lawsuit can be brought against them by all of their former and current clients who have been ripped off by them.
- 9 replies to this review
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I recieved an e-mail Vonage stating that my usage history was indicative of a "small buisness". The e-mail stated that I was using over 5,000 minutes per month and that was inconsistent usage for residential service (meaning as a residential customer you cannot go over 5,000 minutes per month).
The e-mail stated that if I did not contact them within 72-hours regarding this matter that my service would be either suspended or automatically up-graded to a "small buisness account", which would in turn raise my rates from $34 to $49.99 per month. I contacted them back via e-mail and also spoke with them over the phone to no avail.
I felt forced to up-grade, as I could not afford the interruption in my service.
This is false advertisement as Vonage clearly states in every commercial as well as on their website that you get UNLIMITED CALLING but fail to mention that you DO NOT GET UNLIMITED USAGE. Keep in mind I am truly a residential customer. -
you are so right
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I understand that if I didn't return my device within 30 days they would charge me $39.99, ok but the fine print was not clearly stated. Next I get charged another 49.99 for returning the device. The service was utterly disgusting. And the customer service was so stinking robotic that I told the lady several times I just want to cancel my dang service and she was still trying to offer me a discount and or a deal to stay on with them. Man never never have I been so upset with a company that it just drives me mad. This should be against the law. The device was not even ruined it was brand new. I opened it forgot about it and then failed to call and cancel in time but where in the world does a company make $97 off a customer that didn't even use the product. This is disgusting and I feel that if the whole world could hear me I would tell them don't you ever dare order vonage cause they will rake you clean with a smile on their face trying to sell you on another good deal.
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I have had nothing but frustration, frustration, frustration. Dropped calls, missed appointments, promises made and not kept, and Philippine customer service who was evidently taught to say I understand Ma'am as number one.. Not one person that I have spoken to has the knowledge, authority, or evidently the ability to take a problem or an issue and solve it to any semblence of satisfactory completion.
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I was told if I signed up, activation would be free and they would send me my devices with 24 hours. They charged my $54 and shipped the devices a week later. By that time I'd had enough and tried to cancel the order, which they charged me an additional $173.47 for 'temporary disconnect fee'. I got back $40. What a bunch of shysters.
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orionpooh - Please let me know if you have any information regarding class action suits against Vonage. I am in the middle of my own horror story with them...filing complaints with the FTC, FCC, BBB, and anyone else I can come up with. I would love to see them taken to court for their complete lack of business & customer service ethics.
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I had a very similar experience... I just sent a complaint to the BBB. Did you ever settle it? I can't believe this company can exist with how poor the customer service, and the service itself is...
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I have had the same problem with Vonage, once they get you the just want money, they have terms but ask them about it they give you ine answer the have them actually produce on the terms they change the terms just so they can keep the money. SO far I have had better luck with Packet * and I am also trying Sunrocket. Anything to get a way from Vonage.
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I saw all of the vonage commercials and decided to call and see what they had to offer me.I called them they told me that I would have to pay for my current brodband provider. I told her nevermind she said wait I can get you a connection through your cable connection. I asked her if i would have to pay my cable company for access. she said no. It sounded pretty good so i signed up it was 40 some odd dollers that would be refunded to me if i didnt like my first month. I signed up and waited 10 days for the router to get to me. When it got here it was a brodband router that wouldnt even connect to my cable connection. I called them they said they got the wrong one out there. While on the phone with them i asked if I have to pay my cable company for service. He said yes. I told them to cancel my account. Two days later I got a email from my credit card saying vonage took out 60.00 dollars from my account. I called them and they said my 40.00 will be refunded when they got the router back. I asked about the 60.00 they took out. they said that there was a 60.00 dollar cancelation. I was pissed. I asked them for their legal info to take care of it through their legal department. He said he couldnt give it to me and hung up. I called them back and asked for it again. The gie on the phone said he would ask his supervisor for the info. He came back after consulting with his manager. He told me i would have to have legal representation for that information. I inturn told him Utah state law states that i do not need legal representation for anything under 8,000 dollers it is small clames. I told him to go back to his supervisor and tell him that. he came back with a address in new jersey. All of this because they havent done anything they said they could. To make a long story short it is not worth small clames court where i cant even get my time back. So i cancelled my credit card payments and i will sell their router on ebay to pay me for my time. If you were thinking about vonage dont and if you do. Dont sent them any payment unless it is a credit card. If anyone is looking for a class action lawsuit against vonage please contact me at grtshrtss@aol.com
