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:02/21/2024

  Type:Order 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.

  Ansafone is tryting to collect money from me from when I worked for a company that hired them for answering service. When I informed them that I was a manager at this company, but that I did not own this company they replied "It doesn't matter. I have PERFECT credit and will go to court over this fraudulent collection. I previously worked as a manager for a company that hired Ansafone to provide answering services for a TV commercial ad campaign sales project, Due to the high investment for paying for TV ads, Ansafone was selected because they confirmed that they did not employ overseas representatives PRIOR to calls being routed to Ansafone we made test calls and were outraged by having representatives answer who spoke very poor "broken" English, told customers to "call back", and clearly had no training of how to answer sales calls. We contacted Ansafone and they stated they would "pull the recorded calls" and immediately correct the issue. The following week we tested the representatives again and the issues were the same. We contacted Ansafone and let them know that we were cancelling service and would route calls to another service. Other than six "failed test calls" no calls were forwarded to Ansafone, they were told to cancel service and now want to collect $836 from me and I do not own the company and no longer work for the company.

  Business Response

  Date: 03/06/2024

  We are disappointed that your experience with our telephone answering service was unsatisfactory.  For over fifty years, Ansafone Contact Centers LLC has employed experienced professionals who provide high quality service to a variety of businesses with complex needs and expectations. Although our organization is comprised of diverse team members, each individual we employ must meet an exhaustive standard of language proficiency as a condition for employment.  Our records indicate that our ****** Services team attempted to partner with you to promptly resolve any concerns your company had regarding your script.  Unfortunately, it appears that our team was not permitted the recommended period to address the requested account changes.  While you have the right to discontinue using our service if you believe we are not the appropriate partner,Ansafone issued a final invoice in good faith and in accordance with the terms and conditions of our service agreement.  One core principle of Ansafone is integrity, and therefore we pride ourselves on conducting business with honesty and transparency.  When the final payment was not received by your company, we proceeded with our collections protocol against the named party on the agreement, Go Ultimo, and not a specific individual or signatory.  As a result, you should not be personally affected by any efforts to collect payment.  If you continue to receive said notifications for personal collections, we encourage you to contact us directly,as the third-party collection agency has been notified to discontinue any contact with you.  We would be remiss if we did not express our sincere regret that the account was sent to a third-party collection agency, since the reason for cancellation was related to well-documented service issues.  Furthermore, we apologize if there was any confusion in our efforts to remain your trusted service provider.  We hope this offers clarification regarding your experience with us.  We thank you for your business, and hope that you ***** us the opportunity to partner with you in the future.  

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair 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 signed up for an answering service. They told me that their agents were all from the **. This was false. The agents were on calls for over 10 minutes and milking the billable hours. The agents were rude and told clients they were the answering service and they could not help them. I spoke to the company multiple times and they stated they would take care of this. I canceled the service and they charged me for a month I did not use. I disputed with my card company and won. The company turned a fraudulent bill to a collections company.

  Business Response

  Date: 12/13/2023

  We regret to learn about your experience with our telephone answering service.  At Ansafone Contact Centers LLC, we employ experienced professionals who provide high quality service centered around client needs and expectations.  While we promote diversity within our organization, all agents employed by Ansafone have provided the requisite documentation establishing identity and employment eligibility.  With a company average hold time under thirty seconds, each agent undergoes significant training throughout their employment to properly address information provided on the telephone call using the client-approved scripts.  To overcome script concerns, our ****** Services team attempted to partner with you to resolve this issue and offer alternative solutions.   We apologize if there was any confusion in our efforts to remain your trusted service provider.  Our organization prides itself on comprehensive reporting, providing innovative business process solutions, and adherence to privacy and data standards.  Although you have the right to discontinue using our service, we issued a final invoice in accordance with the terms and conditions of our service agreement.  We hope this offers clarification regarding your experience with us.  As always, we value our clients and hope that we may partner again in the future.