Let's just make this simple for anybody thinking of using JoiPhone as their phone service company. They have a horrible reputation and you can verify this by checking on line and with the Better Business Bureau in which they have a F rating nationally and lists them in 2 different states Georgia and Florida:
Go to this site: http://www.bbb.org/us/Consumer-Business-Reviews / and then type in Joiphone. Two JoiPhone's are shown, click on top of the name and you will see their F rating.
If that isn't enough for you to stay away from this horrible company then read below. I welcome to see JoiPhone's response to this complaint. But I'm not holding my breath because they have absolutely no chance of defending themselves because of the amount of emails I have trying to get the service I paid for.
I have had JoiPhone since approximately January. I initially had a fax line with them and it was a disaster so I cancelled that. I had some issues with the phone service being bad but they resolved them with a few phone calls.
The problems arose in July I needed to upgrade my system to a multi-line, multi-location, business phone system with an automated attendant to run my business. I called JoiPhone and specifically asked them if they were capable of providing a phone system that could do all of this and that it was critical since my business depends on reliable phone service. I was very detailed in what this system needed to do and this included having a fax line. All of this was going to be set up in 3 different offices locations and then another without a fax. They reassured me that they could provide a system that would work and be reliable. I signed up for 2 years and that was prepaid (with the exception of 800 number phone calls that came in) in the amount of $3,112.61. This was charged to my credit card on July 1. I found out later on that I was one of their first business customers using the automated attendant and other features that I needed. Never was I explained that I was the test subject for their new system.
None of the faxes ever worked, the fax would only send a page or two and then cut off and other times customers could never get a fax to go thru. I tried over and over again redoing settings they told me but nothing ever worked.
The reception was horrible because often persons on the other end of the line would only hear every 3rd word or so for example. Other times it was static that caused problems. One of the offices it worked the other one it didn't and both of them were using high speed internet connections and were located in major metropolitan areas and not out in the middle of nowhere. JoiPhone tried to blame the internet service provider but I had them come out and test it and it always showed that the service was within tolerances. Most of the time the internet service performed much faster sending and receiving than what I was supposed to get. I upgraded all of my offices to the fastest service available in the area and that didn't work either.
The Automated attendant never worked correctly and my staff and I have countless hours in trying to get this set up with JoiPhone. Basically it was impossible to get it to work like a professional service. They kept coming up with fixes but we finally just settled because of the next issue.
The next issue was that we wouldn't get phone service at all for a day or so every so often. Then on approx August 20 I lost all service with incoming direct phone calls. Calls would come in on the 800 number but not any of our direct phone lines and we could call out. Problem is that most of our customers had our direct phone numbers and never used the 800 number. NO SERVICE ON THESE NUMBERS FOR MONTHS!!! And JoiPhone would always blame their 3rd party phone company for it. Something about their switches being broken and that some of the JoiPhone customers were experiencing this issue. Until the day I cancelled my service these phone numbers never did work. And the official day I cancelled according to JoiPhone was 12/10. Almost 4 months without useable phone service! On top of that when a customer did call those 415 phone numbers it would state something like this number isn't in service!!! So everybody that didn't know us thought we went out of business!!!
I have tried repeatedly to have them pick up their adapters by issuing call tags and to tell me if they are going to credit back all or any of my money. They refuse to do this and only come back to me to return their adapters. I do not feel this is my responsibility to pay for this because they failed to provide the services they promised. But more importantly I'm sure I will never hear from them again if I sent these back to them without a commitment of returning my money. The adapters are boxed and setting in my office for them to have them picked up. What use would I have for JoiPhone adapters? Absolutely none so they can have them back when they issue call tags.
Now the next problem with JoiPhone if the above wasn't enough already.By not providing me with the correct information in order to port my phone numbers over to a different phone company they denied my moving my phone numbers away from me. This has cost me countless amount of money due to loss of business. This has also cost me thousands of dollars because I had to reprint all of my stationary which includes letter head, business cards for staff, ect.
The technicians, customer service or whatever their titles are, will not or are not allowed to let me talk to anybody in management. This makes it practically impossible to get any results because the person who I am allowed to talk to isn't allowed to make any decisions.
It was impossible for me to cancel my service with them immediately because I already had our stationary and everything else out there with our contact information on it. Then when the service failed to allow incoming phone calls I had no choice but again I couldn't cancel the service because I needed to Port the numbers to my new phone company and if I did cancel it then I would never have a chance to get any of my numbers. The only number that I finally did get away from them was the toll free number. All the others I no longer control.
Had JoiPhone provided the service that a phone company should provide or even close I would still be with JoiPhone because there service is less expensive than every other service I found. They cost me a ton of money and time and still continue to not respond to me so at this time.
One last note, if you think the FCC can help you out on this, think again. I tried and VOIP service isn't covered and they can't even help you get your phone numbers moved.
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