Complaints
This profile includes complaints for Nexa Receptionists's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an account with Nexus for a base rate of 65 dollars and 55 cents a month to be the answering service for my medical practice that consists of three patients. The answering service is billing me at double the rate. My final bill me 786 dollars and my agreed upon bill should be 327 dollars and 75 cents.
Business Response
Date: 01/14/2025
Our first priority is our clients' and their patients' level of care. We pride ourselves on being a 24/7/365 company, with an up-time rate of *****%, meaning we are always here and available to assist our client's customers and/or patients when they need to hear a compassionate voice. Our billing structure includes a base fee for the upcoming billing cycle and any overage time is billed in the arrears. We invoice on a per minute basis and any time that we are working on the client's behalf is billable time. Our Customer Success and Billing Teams did their very best to align the work being delivered with the client's expectations. In May of 2024, we provided a credit in the amount of $385.64 which totaled four months' worth of service. Even in dispute, the account was still being utilized and continued to accrue billing time. Unfortunately, we were not able to regain alignment with the client and the service was cancelled. As a good faith gesture, we credited back all remaining balances that were owed for services provided.
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