Complaints

This profile includes complaints for Business Over IP, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Business Over IP, LLC

  Glen Allen, VA 23059

• 

  Business Over IP, LLC

  11044 Richardson Road, suite a11 Ashland, VA 23005

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:09/25/2024

  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.

  Our Internet went out on Thursday evening going on 2 weeks ago. I reported it, they responded at first saying g it would be be fixed this past.week, that did jot happen. I have text them, called them and left messages for them, (except when their mail box is full). I have not heard from then in over a week. I have not spoke to a person since my internet went out. Please help me or advise.

  Business Response

  Date: 10/08/2024

  Apologies! We are swamped and understaffed, however, we are responding to customers. We will process any internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Have been without internet from this provider for 2 weeks, have called and texted the business on multiple occasions to speak with a representative about a resolution. The phone rings 3 times and then is sent to voicemail. At this point I would like to cancel the service but am unable to do that because I can not get in contact with anyone I also am requesting a refund for the 180 dollars I paid for the month of September considering the service has been unusable for half the month.

  Business Response

  Date: 10/08/2024

  Apologies! We are swamped and under staffed, however, we are responding to customers. We will process the internet service cancellation request and email cancellation confirmation. We are refunding customers for time without service in September, as well as, refunding any overage charge for the month of October should this happen before cancellation processing.

   

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed. 
  

  The company has not sent me an email regarding the information on how to cancel the service nor anything providing information regarding my refund for the month of September. Furthermore they tried to charge my account AGAIN today for service for the month of October. The service is still unavailable so it is beyond appalling they would even try to charge my account. I need them to give me information on how and where to return the internet router. 
  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Business Response

  Date: 10/11/2024

  Apologies for the delayed processing of the customers requests! We are swamped and understaffed, however, we have closed the customers billing account so the charges will no longer happen. We will process service cancellation as soon as possible, and provide email confirmation. The customer can keep the equipment and we will send an email out about this today.
  

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still have not revived an email with confirmation that my service has been cancelled, nor a refund for the time we were without service in September. As far as keeping equipment what are costumers supposed to do with a router that is useless? Per the contract I have with boip Im supposed to receive a $200 refund for the equipment when I discontinue my service and return the router, so Im assuming thats why you want costumers to keep it. At this point I will be contacting the ************************ because it seems this company is fraudulent! 
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  My internet service went out on September 12th. I reported it multiple times. All got was "Sorry, we will let you know when we get more information"On September 20th I still had no internet so I told them to cancel the service. Text support responded that they were sending the cancelation request to the billing department and there was nothing further for me to do.The following day they charged my checking account for another month of service.($115.00) They will not respond to any text or email regarding the chargie ..and of course I have no service.

  Business Response

  Date: 10/08/2024

  Apologies! We are swamped and under staffed, however, we are responding to customers. We will process the internet service cancellation request and email cancellation confirmation, as soon as possible. We are refunding customers for time without service in September, as well as, refunding any overage charge should this happen before cancellation is processed.
  

   

   

  Customer Answer

  Date: 10/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  Business not providing service and charging for services they are no longer providing. Would like a refund of router fee. I would also like to speak with someone from this company to be given an explanation of why we have had no internet for 10 days.

  Business Response

  Date: 10/07/2024

  Apologies! We are swamped and under staffed, however, we are responding to customers. We will contact Amanda Scott via text, phone, and email within the next couple of days. We do not understand why a refund in the amount of $500.00 is being requested.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 currently have BOIP as my ******* provider. There was an internet outage on Sept 13, 2024. I have contacted the business via telephone, text message, email, went to the place of business and have had no response back on when the issue will be fixed. No return call, no follow up email, nothing. I have no idea what is going on except this company is nowhere to be found anymore! I am set up on automatic payments with the company and now I am unable to cancel the monthly payments.

  Business Response

  Date: 10/07/2024

  Apologies! We are swamped and under staffed, however, we are responding to customers and will cancel service by the next billing cycle which is on 10/11/24 and we will email cancellation confirmation to the customer.

  Customer Answer

  Date: 10/16/2024

  BOIP was my internet provider. There was a mass outage on 09-12-2024. I called multiple times, left messages , emailed , texted, went to their physical location. To this day the outage remains. I received a text on 09-16 that said the following: Hi this is Desmond with BOIP. I understand that this service outage is inconvenient and we send our deepest apologies. We are waiting for an update from our provider. In the meantime, please be patient and we will update you as soon as we have more information. Thank you. A second text was received on 09/25 that read: Hello we are making progress addressing this outage occurrence and we will update you when we have more information. That was the only communication I have received after countless outreach attempts. I field a complaint with the BBB. Complaint ID 22322919 (84399038). I have attached a response that was received stating they would cancel service by the next billing cycle on 10/11/2024. I am set up on auto pay and $135 was taken out of my account on 10/11. I have to submit a claim with my bank account in an attempt to have this resolved. I have left messages and sent emails trying to cancel my service and disenroll in autopay.

• Initial Complaint

  Date:09/21/2024

  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.

  BOIP will not respond to calls or texts. We went to the office and the office is locked up tight, despite it being during normal business hours. Have no way to access my account to terminate services or cut off my automatic payments. We've been without service for 9 days so far with no explanation or updates. We need a refund and we need to cancel our services. We work remotely, have had no tv, alarm systems, camera etc. No communication, no explanation, no restoration date. Compensation for this headache and lack of professionalism is needed.

• Initial Complaint

  Date:09/20/2024

  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.

  Internet service outage on September 12, 2024.Payment taken on September 15, 2024. Still no service or explanation as of September20, 2024. No contact from the company. Lights are off, doors locked. Business seems to be closed.I can't contact anyone to cancel my service as well

• Initial Complaint

  Date:09/20/2024

  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.

  BOIP service unexpectedly went out on Thursday, September 12. The company has been unreachable except for sending a copy-paste of a text message stating that "we are waiting for an update from our provider" on Monday, September 16th. They have not responded to any inquiries since then. They do not answer the phone, do not return voicemails, and do not respond to text messages. Despite not providing service and having failed to communicate anything at all, they added insult to injury by charging us on Wednesday, September 18th for another month of service.

• Initial Complaint

  Date:09/20/2024

  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.

  Have internet service through them. They took their 145$ monthly payment 9-7-24 and the internet went completely down 9-12-24. I have sent messages through ********, called and left messages, text their support team and all they say is there is an outage and they don't know when it will be restored. They send messages through text. Will not answer the phone. I have requested to cancel service and that was 2 days ago and have not heart back. It looks as though everyone that has them is going through this. It is fraudulent. They took our money and now I don't have internet. Not to mention I have no means of getting high speed where I live.

• Initial Complaint

  Date:09/19/2024

  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 pay $120 per month for internet services. The payment is automatically taken out of my checking account, so I am not past due. On Thursday of last week we lost use of our internet. Then on Saturday, they took a payment from my account as they do every month. I have called them multiple times and they have never called me back. I texted them and they did text me back after a few days and said that they cant tell me when my internet will be turned back on. I am very frustrated and bit sure how to proceed.