Complaints

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.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  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 switched from brick and mortar business to virtual in April 2022. I have always had a physical address so I needed to ensure I had a business mailing address that was not a P.O.Box. I chose Opus Virtual Offices to handle my mail. Although I already have a phone number and an answering service (I've had this since I opened in 2016) I decided to purchase that package just in case I needed those services down the road. I just wanted to cover all of my basis to ease my mind since I had never been without a physical address. I uploaded the required documents and was notified by Opus Virtual Offices that all documents had been received in order to begin services. Opus Virtual Offices withdrew $199 from my account on 4/20/22 and has continued to withdraw $99 from my bank account each month from April 2022-September 2022 for a total of $694. My Drivers license expired in April of 2022. I attempted to upload a copy on more than one occasion but the system did not accept the size or format of the copy. I went to check my mailbox during the first week of September as someone asked if I'd received the checks they'd mailed. I was told that my name or my business was not listed anywhere in their database. I displayed the payment deducted just 2 days prior to prove I had an account. After calling Opus I was told it's because they didn't have a valid ID. I asked why I was still being charged if requirements weren't met. Requirements were met for them to take money but not for me to receive mail or even fax documents. If my ID was never valid why did they began taking money from my account? If my ID was valid initially but expired shortly after opening the account why I am not in the system at all for a mailbox at the address assigned to my company? I don't check mail often as most of my mail comes via email, however due to them assigning the address to me via email this address is on all of my accounts and my website. I've lost 6 months of mail and they've gained $700

  

  Business Response

  Date: 09/27/2022

  Hello,
  1. All customers are notified that completed mail forms and **'s are required prior to activating mailing address.

  2. Customer signed up on April 17th, 2022.  The first payment is automatically charged before the account is processed.  This account was processed on 4/18/2022 and a Welcome Email was sent again referring to the obligation of the mail forms prior to using the mailing address.  "PLEASE NOTE: as per the ************* Postal Service's regulations we will not be able to receive mail on your behalf or on behalf of your company until all requested documentation are received and reviewed for submission. Please follow these instructions to log into the customer portal for additional information needed to activate your mailing address.

  3. On May 12th, 2022 customer was notified via email that the license was expired.

  4. On May 26th customer was again notified that mail documents were incomplete

  5. On September 19, 2022 customer was notified again about the forms.

  6. We do not have correspondence from customer about having issues uploading their **.  When a customer notifies of us such we have them send the ** to the Opus rep and we edit and upload.

  7.  If faxes were ever sent to the customer the account is an eFax and faxes would go to their email. It has nothing to do with mail.

  8. Since the mail activation was not complete an individual mailbox number was not ordered for the customer. Without completion the customer should not have been using the address.

  9. Customer signed up for a full ********************** Office for $99.00 per month.  Services were rendered on this account since sign up.  A full virtual office includes a phone number, fax number, live reception answering, call forwarding and a mailing address. 

  10. At this time as a courtesy Opus would refund the cost of their mailbox along with the inception fee that was paid.  This amounts to $250.00. 

   

   

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  OPUS VIrtual Office employees are very unprofessional. They speak rudely and no resolutions to any situations, like they know you must pay them! Non of the features work properly. Creditsafe doesnt report your account, they are no longer affiliated per Creditsafe, but thats a main factor of why I chose them, so they are out of contract with my company. I never received notification and from the conversation today, theyve known this yet continue to market the reporting feature. I let lady know she was rude and unprofessional and she responded with Cancel then its not and easy process to change business address locations and expensive. There needs to be accountability for company compliance. False advertisement. They answer the phone like they rolled over and the phone numbers that you purchase does not work properly, they are VOIP Numbers. ***This is my initial email***Good afternoon Im reaching out in regards to my account with you @ ************************************************************************************************. Ive contacted support several times this month, most recently on the 19th and left a Voicemail after the rep cold transferred me and previously on the phone 7th, 9th, 13th and the 16th of September and no resolution or direct response Appropriate to my services.1) My account isnt reporting and Creditsafe is saying your no longer a client so, Id have to pay for a service thats included with my services with OPUS. 2) The receptionist answers the phone for my company very dry and non engaging.3)The call out feature lags 4)the phone number is a VOIP and when I first started the service I asked all these questions and was told it would work with SMS phone calls. Most times when I is the number on applications or networks, it will not accept the number. 5) the delay is mail correspondence.These thing are major and my business is being effected. Id greatly appreciate it if someone would get back to me with a beneficial resolution to these situations.Thank you

  

  Business Response

  Date: 09/22/2022

  Spoke with our Client,  We will work together to iron out all points. We are in the process of communicating with the mailing location to address ****************** concerns with her mail and will discuss putting in place and more reasonable effort on mail communication.  We are investigating the questions about Credit Safe and the platform for her phone numbers. All concerns voiced by our customers are taken seriously.  We pride ourselves in answering in a professional fashion for all Clients and will insure ****************** company receives same.

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Rae'onna Storm