We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cloud Services

Aircall New York

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cloud Services.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/14/2025

    Type:Billing 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.
    On January 3, 2024, I paid Aircall $2,085.83 for services. Despite this, Aircall continued to bill me and failed to confirm whether my account had been formally terminated, despite multiple written requests. Over several months, their staff denied receipt of the payment and continued sending billing notices.Aircall now owes over $20,000 in unpaid invoices for professional time, business-to-business dispute management, and consulting services. Their continued refusal to engage or resolve the matter constitutes a breach of commercial norms and leaves them exposed to civil litigation.When I provided proof of payment, Aircall failed to respond meaningfully, refused to correct the record, and ultimately tried to dismiss the matter by mischaracterizing my consulting invoice as a legal fee which it was not. I requested clarification, account closure confirmation, and formal acknowledgment none was provided.Beyond the billing dispute, the service itself was not worth the cost. I experienced frequent dropped calls, slow platform performance, and delays in support response. There are better and more affordable options available.?? If you are a business be cautious. Aircall is not transparent, offers no phone-based dispute support, and all serious billing or service issues are routed through delayed and dismissive email ********* of this submission, a formal complaint has been filed with the ************************ (FTC) regarding Aircalls billing practices, contractual handling, and misrepresentation.I am submitting this BBB complaint to document ongoing misconduct and help other businesses avoid the same financial harm, operational disruption, and reputational risk.

  • Initial Complaint

    Date:12/14/2023

    Type:Product 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.
    They are holding my phone # hostage!! They have one employee answering phone calls if they even answer. They will not transfer the call to a manager and after 6 weeks of not being able to use my services I finally complained to the success team who canceled the account against my consent because they didnt want to deal with it. I did not receive any refund for this even though I paid $500 to use the service for the year. They are are now illegally ignoring my requests to port away my business phone number.

  • Initial Complaint

    Date:12/07/2023

    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.
    We purchased aircall software for one year. At the end of the year we ported our phone numbers to a new provider. I submitted a ticket and canceled my account multiple times. I have responded to their invoices and they will not stop. I have not used their service for a year and they just sent me ANOTHER invoice.

  • Initial Complaint

    Date:07/13/2023

    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.
    My company used Aircall for our VOIP phone service. Our account was hacked and the hacker ran up around $10k in charges with calls to ****** and other countries. I reported this problem to Aircall in writing in March 2023. They took ZERO action to fix the problem and prevent further charges. Then when I got my April invoice, I reported it as fraud and they waived the charges, but again took zero action to fix the problem or prevent further fraudulent charges. They later shared some of their own documentation, and it was clear they do not even follow their own anti-fraud procedures. The bill on my account spiked from less than $100 per month to thousands of dollars, and yet they took no action to deal with the fraud. When I complained of this, they explicitly told me they were not responsible for account security. Amazing! How can an ******** service provider take no responsibility for basic ******** security procedures? They don't even offer 2FactorAuthentication, which is one of the most basic forms of security. The worst thing is that they took no action after I informed them. Now they expect me to pay these bills for all these fraudulent calls. It's the most anti-consumer thing I've ever experienced. This company is unethical and irresponsible and needs to be fined or shut down. I can provide full documentation of the dates I notified them, their own documentation and procedures (which they do not follow) and detailed explanations if needed. Specific invoices that are fraudulent: April 2, 2023 - $2,686.73 May 2, 2023 - $4,186.85 June 1, 2023 - $3,595.05 **All these fees should be waived. They have already waived $2,686.73 and admitted the problem.

    Customer Answer

    Date: 08/07/2023

    Better Business Bureau:

    At this time, I have not been contacted by Aircall New York regarding complaint ID ********.  I disputed these charges with my credit card company. 

    Sincerely,

    ***********************

Aircall New York is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.