2.4/5 (249 reviews)

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Verified Reviewer Verified Buyer
Original review: May 17, 2023

Nextiva is a scam. Here's why. This company continues to charge our card months after we canceled. They even had to pay us a refund and then STILL charged our card. They outright lied to us during the sales process. They claimed that we would get their best software for what we were paying and that it would work flawlessly for our business needs. But when we tried to use it, we quickly realized that nothing could be further from the truth. They randomly stole $2600 from us so unless you like being stolen from or constantly lied to DO NOT USE Nextiva. We recently started using Aircall and it works fine. How is it that an entire company of people can't delete a single credit card from a canceled customer? HOW?? And their service never worked as promised and the customer service is god-awful. This is the worst VOIP provider ever.

This is an entire company of people who cannot do anything right. I'm not sure how they still have any customers. This is ridiculous. We tried to work with Nextiva to fix the issues, but they were unhelpful. Instead, they demanded more money from us to get all the features we were promised in the sales process. This company can answer a sales call in a minute or less but can't be bothered with customer care and IF you get a customer service rep on the phone their attempts to help you are piss-poor at best. They will steal your card info and keep charging it for random amounts and at random times.

It is like they are just your stealing money to cover their expenses. Totally wrong and unacceptable. Just an overall god-awful company that can't do anything right. Overall, I would strongly advise against doing business with Nextiva. They are unreliable, dishonest, and clearly only care about making a quick buck. Save yourself the hassle and look elsewhere for a better communication solution. Nextiva is a scam.

Nextiva response

Hello, Abner. Thank you for taking the time to leave us your review and feedback.

Our team has worked with you in ensuring your account got canceled and your amount refunded. If there's anything we can still be of assistance, please feel free to reach out to us at Thank you.

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Resolution In Progress
Original review: May 11, 2023

My company has used Nextiva for a few years now and had issues throughout that time. Sometimes the phone would just disconnect and the phone tree never worked, but we would shrug that off. Now? I am completely over this company. Backstory: My boss sadly and suddenly passed away back in Feb of 2023 and I ended up taking over all his responsibilities which included changing all of our accounts from his name to mine as well as my company credit card. That includes bank accounts, security services for the office, and a list of others including Nextiva.

I called Nextiva because of an email they sent stating the credit card on file expired and when I mentioned I needed to change the name and email on the account (that is literally it, nothing more than that) they said I had to submit documentation to do it. But when it came to taking the new credit card information they did that instantly over the phone. The documentation they requested was quite ridiculous in my opinion. They asked for one of the following: Articles of Incorporation, Articles of Organization, Operating Agreement, Partnership Agreement Shareholder, Board, or Company consent. It's a phone company, why do you need that level of information?

I sent them a letterhead from our CEO as our company consent and they said that wasn't good enough. The manager of customer service set up a meeting with me to discuss this but then never showed up, did not answer any of my calls or emails. No one from billing or customer service has answered any of my emails still and it's been over 3 months all to update my name on the account. They didn't hesitate to update the credit card which has my name and the business name. I have been emailing them from my company email, verify the info they have requested, gave them the company card number, but it's not enough proof I work at the company. When I called their number, the support person told me they would open a ticket, but if I was not able to provide the documentation while I was on the phone they would close the ticket. He said the best he could do was give me an hour to respond before closing it.

This is a bad company and I wouldn't even say they have customer service. Anyone thinking about trying them out, please save yourself the headache and find a different company. Changing the main contact on our office security service was easier than this. I am planning on canceling and preparing my credit card company to stop any charges after my cancellation date since Nextiva seems to steal people's money after they cancel. Read all the reviews on this page and save yourself the trouble.

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    Verified Reviewer
    Original review: April 26, 2023

    I set up an account with Nextiva in 2017 as I needed a fax line in order to be a provider for L&I. In April of 2022, I paid for another year of service, through April 28th of 2023. During that time, I stopped being a provider for L&I so no longer needed the fax line. I planned on canceling my service on April 1st, well in advance of my renewal date. On March 25th, I received a notification that Nextiva tried to charge the credit card that was on file (it was an expired card). I immediately contacted Nextiva to find out why they were trying to charge my card (I did now owe anything) and provided them with a copy of my invoice/receipt that showed that my account was paid in full through April 28th of 2023, requested the charges be removed from my account (and that they provide an explanation as to why they were charging my account) and also requested that my account be closed as I was no longer in need of the service.

    Nextiva would not respond to my numerous requests and, somehow, they received my current credit card information (I find this VERY concerning as I did not provide them with my credit card information, nor did I authorize them to charge anything to that card), they entered my new credit card information into my account, and they charged my new card. Again, I contacted Nextiva about this several times and they would not respond. I was finally able to get someone to address this through their online chat and was told that the charges would be removed and that my account would be closed in a few days. This, of course, did not happen.

    I contacted my credit card company to dispute the charges and my credit card company removed the Nextiva charges and put a block on future charges. I continued to contact Nextiva to close my account. I finally received an email from their customer services stating that they would close the account but needed additional information (information that I already provided several times). I provided the information and was told that my account would be closed. It wasn't. The customer service individual I had been working with just quit responding to my emails. I then filed a complaint with the Better Business Bureau in AZ and on 04/11 an Escalation Manager from Nextiva contacted me after the BBB contacted them. This individual requested the same information that I have provided numerous times and said that my account would be "passed the account into cancelation processing."

    As my account was not closed, I continued to request information and request that my account be closed before it is up for renewal on 04/28. On 04/20 the Escalation Manager said: "the request to cancel the account is already with our Customer Relations team. They have to send you a termination quote, which you need to approve and sign to have cancelation take effect. Unfortunately, at the moment, there is a system issue preventing us from sending you this quote. It has already been raised to our engineers' attention, and we are currently waiting on resolution. I am monitoring the case and will be your point of contact till we ensure the cancelation is processed." I do not understand why I need to sign anything to close an account that has a zero balance and no contract, especially when I did not have to sign anything to open the account.

    Additionally, it shouldn't be this complicated to send over the paperwork for me to sign and have the account closed. After reading about other customer's experiences with Nextiva, it is apparent that this is a delay tactic that they are using and will likely charge my account for continued service on the 28th, which, of course, I will report as a fraudulent charge. I emailed the Escalation Specialist on the morning of the 25th and, again, requested that my account be closed immediately. He has not responded. In addition to the case that I have filed with the BBB, I am going to file a Consumer Complaint Arizona Attorney General. I cannot believe how much time and energy I have had to spend just to try to close an account that is paid in full and does not have any contractual service obligations. This is a TERRIBLE company.

    Nextiva response

    Hello, Monica. Thank you so much for taking the time to leave us your review. We're truly sorry to hear about your experience trying to cancel our services. We have reached out to you via a private message - we look forward to connecting and getting your account cancelled as per your request. Thank you!

    2 people found this review helpful
    Verified Reviewer Verified Buyer
    Original review: April 12, 2023

    This company refuses to accept cancellation notices of service. They have literally charged my for more than one year of reoccurring charges without my consent, with an **expired credit card** and a "null" address for me in their own invoices. Recently, showing them the years old cancellation request email chain where they acknowledge receipt years ago, they change the goalpost and say they need extra information for cancellation as a poor attempt to salvage their mess up as they didn't ask for that extra information in that years old email. And they still refuse to cancel the service to this day. Completely unacceptable conduct for company. Literally in 20+ years never had any company be this bad with cancelling a service. Unacceptable. Stay away.

    Nextiva response
    Hello, Nithin. Thank you for taking the time to leave us your review.

    Our team is actively working with you in order to cancel your services as requested. If there's anything we can help you with, feel free to reach out to us again.

    2 people found this review helpful
    Verified Reviewer
    Original review: April 7, 2023

    Using Nextiva is maddening and we are looking to switch. The physician practice that I manage uses the Nextiva call service on holidays. The Nextiva call service routinely does not work, and Easter Weekend the Nextiva call service again would not work. After 50 minutes on the phone with Nextiva customer service, our call Nextiva call service was turned on...or so we were told by Nextiva customer service.

    The next day I called the practice to double check, and the Nextiva call service was again inactive. Missing calls places my physicians at risk of malpractice. Why is it so arduous to active the Nextiva call service that even Nextiva customer service could not do so after 50 minutes (despite incorrectly telling us it was active). Maddening we are looking to switch.

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    Verified Reviewer
    Original review: April 5, 2023

    If time is money don't waste your time with Nextiva. I signed up for business and after signing up found out I couldn't use text. Since that is a key to my business I called and had to upgrade to the next service. That was 5 months ago and I still can't text. I have been trying to cancel the service for months with no success. They assign you a work order that is never completed. It feels very programmed and intentional. I am still trying to cancel this worthless service.

    Nextiva response

    Hello, Bruce. Thank you for taking the time to leave us your review. We have reached out to you and haven't heard back. We'd love to assist you, please respond to the private message we sent you asking for your contact details and you will hear back from us ASAP. Thank you.

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    Verified Reviewer
    Original review: March 31, 2023

    1) My account was deactivated on the first day of opening the account (and I don't know why and the account manage was outsourced to a foreign country who was not responsive; I don't even know how Nextiva keeps US citizens data privacy by outsourcing to persons in a foreign countries; 2) Took a long time to have a support team to figure out reasons and reactivate the account; 3) I requested a 512 number in Austin, the support told me that they don't have the number in reserve (no idea why Nextiva ever exists if the company does not even a 512 number); 4) The fax number and vanity number need to be added by the support team and are not in your Nextiva APP (you have go to a separate website to get you fax).

    5) After all the frustration, I cancelled the account on March 26th 2023, ten days after opening. Since I have no trust on Nextiva, I emailed and called to confirm the cancellation and requested to remove my credit card information. Then on March 30th, I got an invoice from Nextiva for my canceled account - I need to call again to remove the charge and wonder how Nextiva runs its business into such a chaos. 6) All the above is from my personal experience just within ten days - with numerous hours wasted on the waiting and calls. 7) I resolve my phone issue very efficiently with Ringcentral afterwards.

    Nextiva response

    Hello, James. Thank you for taking the time to leave us your review. We have reached out to you and haven't heard back. We'd love to assist you, please respond to the private message we sent you asking for your contact details and you will hear back from us ASAP. Thank you.

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    Verified Reviewer
    Original review: March 29, 2023

    I was with Nextiva for two years and when I went to move because their prices kept going up and their interface kept getting worse, I decided to port my number to Aicall. Nextiva upon the porting request immediately disconnected my number even though I paid for the month. Leaving my 1-800 and customers with a dead phone line for days. They are impossible to get a hold of and will not answer ticket requests. So you pay for something so you know and then they cut you off despite taking your $200 for that month and then leave you and all your customers hanging. Terrible support and without integrity. STAY AWAY

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    Verified Reviewer
    Original review: March 17, 2023

    Have been user of the Nextiva platform few years, in 2022 Nextiva shut down the app to launch NextivaOne, since day one lots of problems started occurring, dropped calls, interface changes, UX UI very poor designed. When support has been reached after a long wait (200+ users ahead reporting issues) the only answer from Nextiva team is your network hardware, firewall and system is the problem (be prepared to receive this answer), started with rev. 1.8.10, and now 10.0.1 and they have not been able to fix the platform, the worst, Nextiva do not accept they have whiteout & frozen screens, dropped calls, double incoming calls, etc. no matter where in the USA or Country you are located and which one is your internet provider.

    Nextiva support blame the problem to your side, and all the time suggest to delete it and reinstall fresh every time it freezes and poor perform. Unfortunately they pushed the new product without the proper testing prior release it, and no way to roll back to the old Nextiva which if not perfect was far more stable and reliable product. All our agents, and even colleagues in different offices and locations are frustrated and experiencing issues with Nextiva One.

    3 people found this review helpful
    Verified Reviewer
    Original review: March 15, 2023

    Nextiva One is falsely advertised. Nextiva is an extremely dishonest company and you cannot trust them at all during the duration of your contract with them. It does not have the features they market to their customers, they have support videos to show you how to use features that literally aren't even in Nextiva One. I don't even know how they are legally getting away with this switch. How do we pay for something, get forced to something that is much much worse and does way less and have to pay the same price? Now there are DOZENS of features missing from the old app, from quality of life features to literally just working properly features that the old Nextiva App HAD. And here is an example of how they are dealing with these missing features and the change:

    They promised a highlight to call feature. The first release of this update we were promised highlight to call by our OWN SALES GUY and 1 it did not work outside of Nextiva One, 2 It's not even highlight to call. It's click to dial but only on phone numbers that show as links. Oh yeah and the old app they shut down had ALL OF THESE FEATURES AND THEY WORKED. They sold people on a new app, falsely advertised it, released it probably a year before it was ready and FORCED all their customers to use it.

    Use a new app that crashes all the time, full of constant bugs, and doesn't have a single feature they advertised it to have besides maybe their video conferencing software which that too sucks. Best part is we are still paying the same price, for a much much lesser service/product. We are paying customers BETA TESTING their new product. Hey guys? You should be paying for your own beta testing on your app. I feel like this has to be illegal or at the very least EXTREMELY UNETHICAL.

    Nextiva response

    Hello, Taylor. Thank you for taking the time to share your review and feedback with us. We're sorry to hear about your thoughts on NextivaOne and we would love to have the opportunity to connect and ensure we can assist you. We've sent you a private message and look forward to hearing back from you to help. Thank you.

    2 people found this review helpful
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    Nextiva author review by Ellen Muraskin

    Nextiva offers a suite of business communication features, including phone service, business text messaging, voice and video conferencing. Nextiva also offers its own CRM, analytics, survey tools, live chat, automation workflows and team collaboration tools.

    • Communications suite: Nextiva’s communication suite includes VoIP phone service, call recording, an auto-attendant and call routing to help businesses streamline their external communications.

    • Collaboration suite: Nextiva has three plan levels for its team collaboration suite: Basic, Professional and Enterprise. The Basic tier is free for up to three users and includes 1:1 video calling, screen sharing and chat. The Professional level is suitable for up to 250 participants. It includes all of the features of the Basic plan and adds the ability to schedule and record meetings. Enterprise accounts get access to social media streaming and a dedicated representative.

    • NextOS CRM: The customer relationship management tool offered by Nextiva is for businesses at all stages. The tool lets you manage customers through multichannel support, lead and customer tracking, call pop and automation workflows with custom trigger actions. Analytics provides insight into real-time data, sentiment analysis and customer journey tracking.

    • Pricing and plans: Prices vary depending on which services you select. For business phone services, prices range from $19.95 a month for the Essential plan to $27.95 a month and above for an Enterprise plan. For the Collaboration Suite, prices range from free to $99 a month.

    by Ellen Muraskin VoIP Advisor

    Ellen Muraskin has been writing about telecom and IT since 1993 when she joined the marketing department of Dialogic. In 1996 she joined the editorial staff of CMP’s Computer Telephony Magazine, rising to Executive Editor before joining Ziff Davis Media to launch the VoIP topic center of their site. She served as senior copywriter for IT infrastructure company Raritan and has written and edited for several publications.

    Nextiva Company Information

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