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Business Profile

Telephone System Dealers

Liberty Communications
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:02/14/2025

    Type:Service or Repair 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.
    Liberty Communications is a liaison for companies that have multiple telecommunication and IT services. They help you find services and become the middleman, so it is all in one location/seamless. They have failed to stop contracts as requested by our company and failure to notify us when a contract is up for renewal. Which has cost our company over $20k. The two companies they assisted us with are ********* and *******. We are unable to get out of a contract with ***** because it is automatically renewing for 24 months. The contract has Liberty Communications as a contact. Therefore, Granite World hasn't received notifications to renew. I have called Cyna, the CEO and she will not return emails or calls.

    Business Response

    Date: 04/10/2025

    Response to BBB Complaint:

    Liberty Communications (now FlexFone) serves as a technology consultant and solutions provider. In this specific case, our role was limited to assisting the customer in identifying and sourcing internet service options that met their needs. We do not manage or control the accounts, billing, or contractual agreements of third-party internet service providers.

    We do not have the authority to cancel services or control renewal notificationsthose matters are strictly managed by the respective service providers. As part of our commitment to customer support, we often assist clients by contacting providers on their behalf or helping to troubleshoot service-related issues. However, ultimate responsibility for account management, including cancellations and renewals, rests with the client and the provider.

    We understand the importance of clear communication and are always available to support our clients in resolving issues, but in this case, we had no control over the service terms in question.

    Customer Answer

    Date: 04/11/2025

     
    Complaint: 22943847

    I am rejecting this response because:

    We contact Liberty communications to add services and remove services pertaining to phones and internet services; ******** Nitel, and Lumen. They are able to cancel services, see email attached.   They found ***** for us and they are a contact on the contract. I requested to have it cancelled as this has been our process for years, and they didn't do it. 

    If you look at their website, you will see they claim they are the single point of contact for clients. Which is how we have done business with them for years., we trusted them and now we are in a situation they dropped the ball. They knew we needed to cancel before the contract came due and they ignored our request, which caused our contract to roll over for another 2 years. 

    We have several emails stating we needed help since Liberty Communication is our point of contact, and they didn't guide us, help us, or resolve the concern as requested.


    Sincerely,

    ***** ******

    Customer Answer

    Date: 04/17/2025

    We are in a contract with Liberty Communication, which i reached out via email to cancel the last of our services. _Phones. 

    Liberty Communications honored the cancelation with no early termination penalty. HOWEVER, they are not taking responsibility for the reason i am complaining. They signed us up with ********* and didn't transfer the services to our new location or cancel the services in time, which caused us to roll over another 2 years. Which is a 20k loss for 2 years, now we have to pay another 20k for the renewed contract. 

    I have submitted all the cancelation notification emails in the original complaint. 

     

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