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Access One, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Access One, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Access One, Inc. has 2 locations, listed below.

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    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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    • Initial Complaint

      Date:04/16/2025

      Type:Billing 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.
      We finalized our renewal agreement in *******. Consequently, the invoice for ******* services should have reflected the agreed-upon renewal rates. ******* ***** explicitly confirmed this arrangement. Furthermore, as ********** services fall entirely within the new agreement term, a corresponding credit should also have been applied.The level of customer service from ********************** has been unsatisfactory. We received no proactive communication regarding the renewal until we observed a significant increase in our invoices, jumping from $1,133 to $2,365 for ******* 2025 and then to $2,406 for February 2025. Our subsequent attempts to resolve these discrepancies have consistently been met with delays.PACO is due a credit of approximately $1,494. We do not accept the proposed settlement agreement, as it is not pertinent given the details.

      Business Response

      Date: 04/27/2025

      Response to the Complaint:  On April 26, 2025, Access One sent the following correspondence to the Complainant in an attempt to attain dispute resolution. Please also see the attached Settlement Memo (sent to the Complainant on April 16, 2025) containing Access One's position pertaining to the billing dispute. After considering the previous billing credits that have been issued by Access One, an additional billing credit of $108.31 is appropriate, and that additional billing credit will appear on Complainant's May invoice.

      April 26, 2025...Hello *****************:

      On April 16, 2025, I sent you the attached Settlement Memo (a) explaining Access Ones position concerning this billing dispute; and (b) acknowledging that you were due an additional billing credit of $108.31; and (c) anticipating you would accept our offer ($500) per the proposed Settlement Agreement as final dispute resolution. We have not received any response from you, and the deadline to accept the Settlement Agreement has now expired. Therefore, we assume the proposed Settlement Agreement was not acceptable.

      The upcoming May invoice will contain an additional billing credit of $108.31 consistent with our acknowledgment in the Settlement Memo.

      On 01/31/2025, you signed a Renewal Agreement extending the service term for an additional 36 months. We would prefer to keep you as a customer; however, if you would rather obtain your voice solution from an alternate provider, please make those arrangements immediately to enable completion of the migration of services to the alternate provider within the next 30 days. Upon completion of the migration of services to the alternate provider, we will release you from the service term obligation of the Renewal Agreement, and you will only be responsible for the April and May invoices.

      Please contact me if you have any questions. Thank you.

    Access One, Inc. is BBB Accredited.

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