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:05/15/2023

  Type:Product 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.

  We lost service from our BOIP router on Friday 2/24/2023 @ 1:30. We called tech support and we were told that the frequency we required will not work with that router anymore. It was recommended that I call the customer service on Monday 2/27/2023. I called and left a message and never heard back so I called the tech # again. A tech guy did call me back and said he would get Hunter (our installer) to call **. I spoke with ****** on Tuesday 2/28/2023 and said that he didn't have the router we require and that my safest bet would be to return it for a prorated refund of the equipment which was purchased in September2022. We requested a refund for the recent 2/28 monthly internet charge (we couldn't use it). I have emailed their customer support department 3 times and I have called the customer support department as well as sales department and left several messages and NEVER get a returned call or email.

  Business Response

  Date: 05/22/2023

  We provided the refunds on 5/16/23 and 5/17/23

  Customer Answer

  Date: 05/23/2023

  [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 received the offer made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This complaint is resolved.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  BOIP has not issued a refund for the equipment that I returned in working order 12/2022. I have called and emailed at least 6 times. I have not received a return email or call from the billing department after being told that they are behind. When I returned the equipment, I was told 4-6 weeks to process refund not 4-6 months. I am due the refund asap.

  Business Response

  Date: 05/22/2023

  We will continue to communicate until the refund has been processed and we apologize since we are running behind on processing refunds.

   

   

• Initial Complaint

  Date:05/09/2023

  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.

  BOIP owes me a refund for equipment I turned in and possibly overpayments for outages when I was not provided service. I have asked for a full accounting. According to them I should have received the refund by April 13, 2023 at the latest. I cave called and emailed numerous times. Billing **** has NEVER answered the phone or returned my call. **************** manager promises she will get back with me but does not. Minimum due is $200.

  Business Response

  Date: 05/22/2023

  We have emailed and spoken with ********************* apologizing since we are running behind on processing refunds. We are also looking into the credit that she is requesting and we have been in communication with ***** as often as possible. We will stay in communication with her until this is solved.

   

   

  
  

  Customer Answer

  Date: 05/24/2023

  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.
  
  The situation has not been resolved. I will not accept the offer until I have received a full accounting and the money I am due is received. 
  
  Regards,
  
  *********************
  
  
  
  
  

  Customer Answer

  Date: 07/07/2023

  From: ********************* <*******************>
  Date: Thu, Jul 6, 2023 at 9:38 PM
  Subject: Re: You have a new message from the Richmond BBB complaint #********
  To: Better Business Bureau <**********************************************>
  

  
  
  

  Please note - I DID respond in a timely manner that I did not accept the settlement and this case should not have been closed. I have received no communication or refund from the business. 

  
  

  On Fri, Jun 16, 2023 at 3:05 PM Better Business Bureau <**********************************************> wrote:
  

  Better Business Bureau BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS&BRAND Company:Business Over IP, LLC Consumer:*********************** This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********. Please click on the link below to access BBB's *************************** System to read this message. Go to:*******************************************respond/ Enter Code:55558666-4FE3C This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************. Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB. BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS&BRAND Don't wish to be contacted by BBB? Click here to unsubscribe. This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.

  Business Response

  Date: 07/25/2023

  On January 15, 2022, BOIP implemented a $15.00 per month price increase to enable compensation for market conditions. Customers who were affected by an outage were not charged the increase until the credit was fully expended. The outage credit due to ********************* is $70.00 and the equipment return refund is $200.00. The $15.00 monthly increase was waved for 14 months which equals $210.00, so what is still owed to ********************* is $60.00 which will be refunded.

   

   

   

  Customer Answer

  Date: 07/25/2023

  
  
  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: *********************************************** I will expect payment in 45 days - no later than September 8, 2023. 
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:04/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 cancelled my BOIP internet, returned the hardware as requested but did not receive my deposit of $375 back. All communication goes unanswered. This has been going on for 6 months.

  Customer Answer

  Date: 05/22/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Business Over IP, LLC regarding complaint ID ********.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Called and requested immediate cancellation our service with BOIP in January 2023 due to lack of poor service and customer service. However, we were charged for services in February and March in the amount of $165.00 per each month. After numerous calls back they finally cancelled our service and won't charge for the month of April 2023. We are seeking refund of those 2 months we charged after cancellation. Along with that refund we were promised during the cancellation phone call in January refund of equipment in the amount of $700.00. We upgraded our equipment over a year ago and paid $1200.00 due to our brick home not receiving good signal and were told if we upgraded the signal would be better for **. After the upgrade the new equipment started not to work. Called and said we would need to go back to the old original equipment, and we that we were put on a list for another set of new equipment, which we never received. During this time the service was down for 2 months which we were promised a refund on our monthly account of $35 each month until we received the full 2 months refund. We never received that as well. We were promised a refund check would be mailed to ** on 4/7/23 and we still have not received anything as of today. We are seeking refund check in the amount we were promised for: $700.00 (equipment) + $330.00 (2 months charged after cancellation) + $330.00 (2 months charged while services were down = $1,360.00 TOTAL REFUND. I have requested by email and phone that a manager call me to discuss this and still no response. Very poor customer service!

  Customer Answer

  Date: 05/22/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Business Over IP, LLC regarding complaint ID ********.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/27/2023

  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.

  I returned internet equipment and they received it on January 3,2023 and I was suppose to receive a refund of $200 and have reached out via phone and email countless times and no one can tell me when I will be receiving it other than they are behind on refunds and that I was suppose to receive it 4-6 weeks after they received the equipment. I cant get the one person in billing to return or even answer any of my emails or phone calls. I just want someone to tell me when I will be receiving the refund.

  Business Response

  Date: 05/03/2023

  We provided the $200 equipment return deposit on 4/28/23

  $115.00 Transaction ID: *****************

  $85.00 Transaction ID: *****************

  These two transaction were issued via PayPal

  Customer Answer

  Date: 05/03/2023

  [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:03/18/2023

  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 discontinued service with BOIP as I went with another provider. When I turned equipment in on Jan 20th they told me it would be 4 to 6 weeks to issue the $300 deposit back to me. At 5 weeks they ignored both my calls and emails for a week and finally responded that they were behind but did not say when they would send my deposit back. It is now 8 weeks and they are not responding at all to my requests for this return of my deposit. I noticed on other complaints this is typical of this company. My son also turned his in at the same time and he has not received his deposit back either.

  Business Response

  Date: 04/04/2023

  We have emailed ************** regarding his refund status apologizing since we are running behind in processing refunds and that we will process his refund as soon as possible and will let him know once the check has been processed.

  Customer Answer

  Date: 04/05/2023

  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.
  

  This is the email sent to me on Feb 28th and when I requested a timeline when I would receive my money I did not get a reply to that email or a following email. 

  ----------------------------------------------------------------------------------------------------------------------

  Good morning ***,
  
  I have been working exclusively on the outage response the last couple weeks, but Im forwarding this to our billing administrator. Our standard refund window is 4-6 weeks from equipment check-in, but I will give you a heads up that our administration team has been back up and some tickets are taking longer later than normal. Thanks for your patience.
  
  ******

  ---------------------------------------------------------------------------------------------------------------------

  This email was also sent prior to the BBB complaint filed on 3-18-2023 and past the 6 week window.  Six weeks after returning equipment would have been March 3rd,2023 now we are beyond 10 weeks well past the 4 to 6 weeks in his email. It just seems to be a troubled company not willing to fulfill their obligations to me

  Summing up it is not 10 weeks since turning equipment in 4 weeks past their timeline given.  Nothing has been resolved.

  
  Regards,
  
  ***********************
  
  
  
  

  
  

  Business Response

  Date: 07/15/2025

  Complaint #******** *****

  The customer requested a refund. The $300 refund for ****** ***** was processed on 4/26/23.

  He was emailed on 4/26/23 by a team member in the billing department to let him know that there were two transactions; one refund in the amount of $165 and the other refund in the amount of $135 for a total refund amount of $300. The customer did not reply to the email.

   

  In his BBB complaint ****** ***** states that his son was a customer in the same situation. His son ******* *****, was emailed on 4/26/23 by a team member in the billing department to let him know that there were two transactions; one refund in the amount of $165 and the other refund in the amount of $135 for a total refund amount of $300. The customer did not reply to the email.

   

  The billing team member apologized in both emails to the father and the son individually for the delay!

   

  Thank you!

• Initial Complaint

  Date:03/13/2023

  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.

  My complaint is against BOIP, our former internet service provider. Our internet stopped working on December 19, 2022. I called BOIP and was told that there was an issue with the router and they were expecting new routers soon. I called several times and was told about the delayed routers each time. I finally asked could you not order this router from a different supplier? and out of all routers this one is the only one that will work? how long do you intend to wait on these routers while customers have no service? I didnt get any specific answers. During the final week of January, I called and was told that I could come by their office and pick up one of the older models and try it! These were routers that had not worked at my house! I declined and got a different ISP. I was told that I needed to bring the router back to the office and I would get a check for the refund of the router and the money I had paid for service that I did not receive. I am requesting $500 for the router, $115 for the month of January, and $40 for the 13 days in December. I do not recommend BOIP. Every time there is an issue it is blamed on something else; they do not accept responsibility. The frustration and anger and time that I have wasted is worth much more than the $655 that I am requesting refunded.

  Business Response

  Date: 03/15/2023

  We let ************************* know that equipment return refunds take 4-6 weeks from the day the equipment is returned and that her equipment return refund is due today 3/15/23. We also let her know that we will mail her equipment return refund check this week and that her last monthly service bill was from 1/1/23 to 1/31/23. The $115.00 does not need to be refunded since her PayPal subscription was cancelled on 1/26/23 and her equipment was returned to us on 1/31/23. We emailed her our service terms which state that the $125 labor fee for installation is non-refundable and the prorated equipment return refund is $200 on the leased router, explaining why we cannot refund $500.00.

  Customer Answer

  Date: 03/16/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 03/17/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]

  I accept the part concerning equipment refund of $200.  I do not agree that I am not due a refund of payment for not receiving internet .  I paid $115 on the first day of December and did not have internet service the morning of December 19, 2022 through December 31, 2022.  I asked for $40 refund because I had NO service for 13 days that I had already paid.  On 01/01/23 I paid another $115 and had NO service for ********  My PayPal account was charged every month on the first day as payment for that month.  Sometimes it take a few days to process cancellations, so I cancelled PayPal on the 26th to make sure it was done by February.  I knew that I would be charged $115 again on the first day of February and did not want to risk being charged for not cancelling.  I paid $115 on January 1 for the month of ********  That included the entire month, it was paid before I received the internet service.  In spite of paying, I had no internet from ********** until January 31.  I called BOIP about equipment return and was given an appointment for January 31.  I returned the router as scheduled.  I contend that I am entitled to what I paid since there was no offer of restoration other than the offer of a router that had already failed to work at my house.  I expect a refund of $155.
  

  
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  In BOIPs business plan the user, me, purchases equipment to obtain internet service. At the end of that service BOIP promises to refund $200 of that purchase price. Around the second week of November 2022 I cancelled my service and returned the equipment for refund. As of this date I have not received the refund. After several attempts to contact them I finally received this response on 2/18/2023: Hi ***,We received a message today saying that you are checking on the refund status. Apologies, since we are delayed in processing refunds! Your refund was due on 12/15/22. Please let me know if you want to pick up the check at our ************** or if you prefer having it mailed to you and please provide the mailing address if you would like the check mailed. Either *************************** or *********************** will contact you when the check is ready, and we appreciate your patience and understanding on this matter!Thank you!******************** The Business Over IP Team ****** sent me this message while I was still on the phone with her and verified my mailing address. I have again asked for an update 13 calendar days after speaking to her and receiving her message, resulting in absolutely no response. Clearly they are not making any effort to refund the $200, now approximately 18 weeks after they took possession.

  Business Response

  Date: 03/14/2023

  We have been running behind in processing refunds. We will mail a refund check to ******************** per his request. 

• Initial Complaint

  Date:03/04/2023

  Type:Product 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.

  On December 23rd, 2022 we cancelled service, after a week of no internet service. I was told to return the router and would receive a refund. On January 9th they received router back. I emailed and called several times with no response about refund status. On January 31st 2023 they emailed stating I would be "due for a refund on February 16th". This date has come and gone with no responses to emails or phone calls. This company does not ever answer the phone.

  Business Response

  Date: 03/14/2023

  The customer returned the router on 1/3/23. We have been in communication with the customer to let het know that we are running behind in processing refunds and will mail the $200 refund check to her. We also owed this customer $180 for service she was charged after she returned the router. The $180 was refunded on 3/8/23. 

  Customer Answer

  Date: 03/14/2023

  [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,
  
  *********************