Cbeyond

I have contacted all necessary contacts with Cbeyond in regards to my current contract with their company and have gotten no where. In response to emails I have composed, individuals within the establishment brushed me off to their retention specialist. Our establishment is currently paying their company $525.00 per month and all they can offer is $200.00 off of the current service.

Thank you for your time and consideration,

I was gaurenteed great cell phone coverage (better than AT&T) this was a small business plus 2 cell phone pkg. deal. I have almost no cell service and they don't seem to care. We are in a contract with them and for us to break our contract they will charge us over $9,000.00, and actually i don't want out of the whole contract, just the cell phone part, I asked them if we get our cell service somewhere else to subtract from our $500.00 to $800.00 monthly bill (keeping in mind we are a very small business) and they flat out said "nope" And get this, as per our (mine & Cbeyond) last 2hour phone to customer service/tech support, the reason for "no coverage" was I was TOO CLOSE to the cell tower. It amazes me that a company would not stand behind their service, admit fault and make it right!!!!!

The Cbeyond agent guaranteed that the services that they provided were better, more reliable, and more secure for my clinic; thus, even though I would be paying more, I decided to switch from AT&T to Cbeyond in 12/08. Additionally, they had a guaranteed payback program (which would allow me to immediately revert to my previous carrier if I were not satisfied with their service in 60 days, all expenses covered by them). However, their service has been anything but reliable; my phone line and internet would be constantly down and they are now delaying the release of port so I am having difficulty switching back to my previous carrier.

When I contacted their customer service to make a claim under the guaranteed payback program and revert to my previous carrier, I was told that Cbeyond would not provide that service and would not pay for the installation costs of my previous carrier (despite promising to do so in their guarantee letter).

Basically, they do not care if I have an inoperable phone line. Due to the nature of my business--I operate a medical clinic--patients can potentially suffer and, in extreme cases, die, due to a lack of proper communication and a means of contacting me in the event of an emergency. This lack of willingness to fulfill their promises and guarantees is a gross violation of their company policies and a horrific display of a complete lack of responsibility.

On Thursday Februaru 5, 2009. Our service was dissconnected for no apparent reason. I contacted Cbeyond and they person i spoke with said that it was a mistake for us to be dissconnected however for her to turn on the service again we would need to pay 1546.32 and it will be credited back to out account the next day. However that did not happen. After speaking to them for a week about this matter they are now saying that we did need to pay the 1546.32 and they only gave us 500.00 dollars credit as a promotional thing. They are not addmiting to the fact that they owe us 1546.32.

During the dissconnected time which was approximatly 4 hours i lost 3 important client phone calls. After payin 1546.32 thinking that it would be credited back into our account numerous of checks bounced.

Can you imagine having to pay $15,000 to cancel a contract for phone and internet service after only a few weeks of service? We are currently being held hostage to a contract that was signed as the result of negligent misrepresentation by the perpetrators sales representative and now they are using scare tactics to keep us from our rights to cancel early without penalties. Us versus CBEYOND

On 3/15/08 a representative from CBEYOND (Mike Smith) met with our company execs to talk about consolidating all our communication and technical services to CBEYONDs Beyond Voice Communications Package?. The benefits included replacing what the sales rep described as our crappy Vonage phone service? with CBEYONDS much better VOIP phone solution. The other benefit was that rather than having separate bills for all our cell phones, Vonage, AT& T, and other services, they could be consolidated into one bill. The sales rep also stated the installation charge will be dropped and indicated it in the contract.

During their pitch, we discussed our current situation relative to our cell service. The sales rep gave us a low quote on cell service for each phone, but we soon discovered that the low rate did not include the additional $40 per month for internet service on the phone. After discussing it with the group, we decided to go with the phone service (minus the internet). We were then asked to select free phones to use with the service. We chose the Blackberries.

We then discussed the rest of the services being offered and took the CBEYOND package into consideration. It was evident that the sales representative did not want to leave without closing the sale, so they offered us $800 in rebates that expired the next day. There was 6 pages of fine print to review, however, we asked the sales rep if there were any hidden charges in the contract and he stated no. The contract looked like a standard boiler plate contract and we signed it. The sales guy also said all our existing landlines (vonage phone lines) would be ported over to the CBEYOND phone service.

Some issues started to arise in the billing portion of the contract. Various options that were supposed to be part of the package were being billed as new line items. The bill was higher than originally expected and it turns out some additional services were added. A blackberry service of $40 per phone was added to each blackberry phone. Per our contract, we were told we wouldnt have to pay for that service. When discussing it with Samuel from their Mobile Escalations Department, he stated the sales rep made a mistake and regardless of what the contract says, Blackberry service is required with the Blackberry and our choices are to either pay it or downgrade the phone to the Sanyo Katana. So we were sold a Blackberry and now told to send it back if we dont want to be charged for Blackberry service.

The second issue is that our main phone line could not be ported over from Vonage to CBEYOND. As a result we still have a Vonage bill every month and experience some of the Vonage issues that made us switch to CBEYOND in the first place. CBEYOND did not come through on their contractual obligations relative to replacing our existing service with their service (relative to porting the existing Vonage phone line) and also not honoring the contract relative to foregoing the Blackberry monthly service charges of $40 per phone.

We attempted to rescind the contract and void it based on the negligent misrepresentation by the sales rep and CBEYOND will not let us out. They pointed out their early termination policy which states we are liable for 100% of the fees for year 1, 75% for year 2, and 50% for year 3 of the remaining contract. They threatened to enforce this policy on us if we cancel.

We feel like we are being bullied by CBEYOND. They have clearly breached the contract and stated that if we cancel, they will send us a bill equal to the early cancellation fee? in their contract (scare tactic); in which case we would have to sue and so forth. It feels like they are forcing us to keep their service and making it economically unfeasible to cancel. There has to be some legal issues here. We are paying additional monthly fees for services we did not agree to. One of our Vonage phone lines could not be ported to the CBEYOND network and still experiences Vonage related issues. And after one month of service, CBEYOND threatened to charge us an early termination fee of over $15000 should we cancel early.

I recently applied for a job at Cbeyond. They seemed to be very excited about adding me to the team. When they saw that I was still serving one weekend a month in the military as a reservist, they became hesitant. They continued to ask me whether my military service would come in the way of my work at Cbeyond.

After three interviews they brought me in to speak to a board of managers. I was again asked if my military involvement would interfere with my work at Cbeyond. When they began to ask me questions on some of my accomplishments, I of course cited some of the things I had overcome and achieved in the military. At that point the hiring managers were quick to point out that they were not the military.

I was deeply offended by this. I could not believe the audacity of such a comment. I continued with the interview and was reminded several more times that military accomplishments were not reflective of their industry. When I explained I was only using this as a comparison, one of the managers actually rolled their eyes.

Veterans beware. I have never in my life come across a company that is so hostile towards military involvement.

Sales Person (Kevin Kepner ) stated that cbeyond internet service was faster or equally faster than cox. I mentioned your sales person that we were getting a 10 mg download and 1 upload. Because T1 was faster and more stable than Cox.

Internet service is not even close to COX. Customer Service is unreliable.

We had issues from the beginning of the installation, our service was down for 2 days and we had to talk to 5 different people to receive an answer. The final answer that I got was stating that it might be our router. In which non of their IT's ahowed up to our facilities to determine the problem. No one showed up from Cbeyonds part to fix the problem. We had to bring and pay another IT to fix such a problem. According to their mission statement ( we get it right the first time ). They did not comply according to their contract.

They stated that we will get a minimum of 1.5 MG. We are not receiving that amount of bandwidth, their service is slow and affecting our business.

I mentioned to cbeyond sales man, that internet speed was critical for our business. I'm deeply disappointed that even though that I mention that to him , continued to assure that we were NOT going to have any problems and continued to critize COX services.

We feel that we have been misleaded sign to a service that is unreliable and has caused us nothing but headaches.

We design and develop websites, movies and online services. Internet speed plays a major role in our company.We had major delays in our projects, that is causing financial hardship.

I recently contacted the Cbeyond technical support people on their toll free number. I asked a simple question: How do I find out how many of my plan's minutes have been used so far in THIS billing cycle? Answer: We're very sorry but we can't answer that is the response I get. So the problem is this: there is no way for me, the consumer to know how much of my plan I have used until the billing cycle is over! That is wrong, predatory and I would think illegal! Therefore, I contacted my original reps and they now will not respond to my messages.

This is akin to Ford selling cars without gas gauges! How can I get my money's worth if I don't know how much I've used or have left? Please HELP! Sprint, Verizon, ATT etc., all have basically up to the minute reporting on accounts, but these guys say their software is incapable of doing it. I call BS!!

Last month, my first full month with them - we were over 1000 minutes over our plan. This is because the unlimited mobile to mobile my sales rep spoke about had not been checked after all when the paper work was submitted. Had I been able to monitor this during my first month I would have noticed this massive amount of usage and investigated immediately. Now, we are all worried we'll go over and have placed a restriction on ourselves for fear of going over and having additional fees charged to our account.

This is limiting my and my sales staff's ability to conduct business. Finally, I am spending too much time fighting with these people on their toll free customer service line and having them LIE to me about not being able to give me that information. I think this is a basic right and it should be readily available to each and every cusotmer.