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Business Profile

Telephone Answering Systems

ReceptionHQ

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephone Answering Systems.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Their answering service is getting worse. Today one of their idiot receptionists took 7 minutes 30 seconds to pick up a new client call. Its a miracle they stayed on the phone holding so long. I see around that time that their service also missed 5 other new callers, costing me potentially tens of thousands of dollars. If they dont get their act together we will be filing more complaints. For $1500 per month I expect better.

    Customer Answer

    Date: 11/21/2023

    We seek improvement of their services and/or financial reimbursement for loss.

    Thanks,
    RDM

  • Initial Complaint

    Date:05/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    ************ in *******, ******* has been horribly overcharging for their service. They have been charging me every time somebody reaches the answering service and immediately hangs up without any dialogue. Many of my patients speak only Spanish and when the answering service answers "Safe Sedation Dentistry for Kids, May I help you?" the clock is ticking from the moment they pick up the phone. If there is "dead air" for a total of 5 seconds, I am charged for the call. Last month, I was charged for hundreds of hang-up calls which were approximately half the calls received by Reception HQ over the last billing cycle. Since April 24th, 2023 until today May 17th, they have charged me $2186.05. I spoke with other answering services, and they have all told me that I would NEVER be charged for a "hang-up" call without any dialogue. I would like a refund of $1000 which only covers this last billing period. This overcharging, however, has been going on for months. I am switching to another answering service today..

  • Initial Complaint

    Date:07/01/2022

    Type:Order Issues
    Status:
    Answered
    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.
    Ever since we switched our after hours answering service to ReceptionHQ about 1 month ago, we have seen our new client calls go from approximately ***** per day to almost zero. Please investigate and advise as to why this is occurring. During our own testing, we have discovered at different times that they place new callers on hold sometimes as long as 5 minutes 30 seconds listening to terrible elevator music - I dont know anyone who would wait on the phone that long - but also nearly all of their messages state that the person declined to leave a message, or some other such ******** - we think its because they just send us the Caller ID number after the client hangs ** in frustration. Other clients have asked us what is wrong with your phones, or why dont you all answer your phones. Please urgently investigate and advise, as each lost call is potentially worth tens of thousands of dollars in lost revenue, and/or a complaint from an angry current client.

    Business Response

    Date: 12/20/2022

    Hello ******

    Thank you for bringing this to our attention.

    Can you please provide the call details so that we can investigate and audit the call?

    Kind Regards, 

    ***** ******
    Sales and Client Service Team

    Customer Answer

    Date: 12/20/2022

    Hello:

    We have already supplied this information to ReceptionHQ and the Better Business Bureau, several times.

    These are simply more delay tactics by ReceptionHQ.

    Thanks,

    ***

    Business Response

    Date: 12/21/2022

    We have contacted the client previously regarding this particular complaint and advised that our office saw an unexpected call spike on Thanksgiving when the issue was reported.  We have apologized for any inconvenience regarding the referenced call. 

     

    Customer Answer

    Date: 12/21/2022

    This is par for the course with this company.

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