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:03/01/2023

  Type:Product 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.

  Tried the BOIP **************** starting in Sept. 2022. Paid $500.00 for the router and monthly data usage charge of $165.00. Service was somewhat sporadic and not what i expected. Found a better provider in January and after trying it for a week, called BOIP to cancel service. Was told to return router for refund. Returned router and verifed it was received and monthly data cancelled. About 2 weeks later I was again charged $165.00 for the monthly data ( this could not possibly be used without the router). Have sent repeated emails and left messages requesting someone to contact me to correct this matter and process my refund. To date I have received one email stating that a " ticket was sent to billing to fix this". No further explination or contact. At the very minimum the refund I am due would be $300 for the router as agreed and the unauthorized $165 charged to me after the service was cancelled. I would also expect a pro-rated refund for the almost 3 weeks of unused data for the period Jan 12th to Feb 12th., but I will admit this was never discussed as to how it would be handled after cancelation. Can provide emails or more info if needed.Emails were sent to:*********************** - **************************************** *********************** - ***************************************** ******************** - ****************************************** ***************************** - [email protected] 12, 2022 - *************** with BOIP.Jan 24 - Called BOIP to cancel service.Jan 27 - Router returned for $300 refund . Tracking #************ Jan 30 - Router received on 1/30 @ 10:24 Feb 7 - ************* and was told Router received and service cancelled. Refund to be processed.Feb 12 - BOIP had again charged my account $165.00 Feb 12 - Emailed BOIP to request Phone or contact about refund Feb 14 - Received email stating "opened Ticket for ************ to help fix problem" Feb 27 - No further contact or refund from BOIP.

  Business Response

  Date: 03/15/2023

  We refunded $165.00 and $60.50 for service overcharge on 3/14/23 to Mr. ****** Equipment return refunds take between 4-6 weeks and his was due on 3/14/23. We let **************** know that we are running behind on processing refunds and that we will mail the $300 equipment return refund check to him this week.

  Customer Answer

  Date: 03/23/2023

   I just received an email stating that I had a message relating to the above

  complaint. I see that the complaint has been closed. This is not correct!
  The BOIP has not completed my refund. On March 14 I receiced this email:
  **************
  
  
  Hi ****************,
  
  Please see attached PayPal receipts. We have refunded $165.00 and $60.50
  for service overcharge. Equipment return refunds are processed 4 - 6 weeks
  from the date the equipment is returned. Your refund was due yesterday
  3/14/23 and we apologize since we are running behind in processing refunds.
  We will mail your $300 refund check this week to the ****** address we have
  on file. Please let us know if the check should be mailed to another address.
  
  Thank you!
  
  ****** Chutino
  Business Over IP
  **************
  
  
  
  
  ********************
  
  
  
  
  
  
  About a week later I received a check for for ****** not the ****** refund
  as stated above.
  After several emails and unreturned phonecalls, i received the below
  ....made up explination:
  They fraudulently changed the stated equipment to $200 and then accredited
  $60.50 that was returned for service overcharge to that amount. This
  company is not fulfilling not opligations to customers. You have allowed
  them to do this by closing the complaint before it was completed.
  
  
  ***********************
  ************
  
  
  **********
  
  
  
  
  
  
  
  
  Hi ****************,
  
   I have been looking into your refund today. I am attaching our service
  terms agreement as well as the PayPal receipt refunds to assist in
  clarifying some items.
  
  
  
  You canceled your service with us on 1/31/23, and returned your equipment
  as well. Since you were a customer with us for 90+ days, the refund on your
  equipment return is $200.00. (see service terms document) PayPal
  erroneously charged you $165.00 on 2/12/23. You were refunded the
  overcharge of $165.00 on 3/14/23. (see PayPal $165 attachment). The $60.50
  that you also were refunded on Paypal was not an overcharge, therefore we
  adjusted the equipment refund check amount to make that correction.
  
  $200.00 - $60.50 = $****** which is the check you received today. Your
  total refund was $365.00
  
  
  
  I will consult with my colleague regarding the $300 quote on the equipment
  refund amount to see if there was a reason for it that I may have not been
  privy to. Please let me know if there are any further questions regarding
  your refund.
  
  
  
  
  Thank you,
  
   ***************************
  Business Over IP
  Billing Department

  
  

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service 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 returned my equipment due to service issues on 1/4/23 and have yet to receive a refund.

  Business Response

  Date: 02/08/2023

  According to our equipment return policy the $300 refund is due on 2/16/23. When the check is ready we contact the customer to see if they want to pick it up at our office or if they prefer having it mailed to them.

  Customer Answer

  Date: 02/08/2023

  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.
  
  I will consider this resolved IF/WHEN I actually have the $300 refund check.  BOIP is indicating the check cannot be cut until 2/16 so please keep this complaint open until I actually have received the $300 due to me.  
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer Answer

  Date: 03/01/2023

  I had VERY poor internet service with this company. I was told if I returned my equipment, I would get a $300 refund for the equipment. I returned the equipment on 1/4/23 and submitted proof of **** tracking to the company (which they confirmed they received the equipment back). The company said I would get a $300 refund. I filed a BBB complaint and the company said a refund check would be mailed 2/16/23. NO REFUND CHECK HAS BEEN MAILED. The company has ignored my requests for status of the $300 refund check. I would like the $300 refund check I was promised mailed to me.

  Business Response

  Date: 03/09/2023

  We mailed refund check #**** in the amount of $300.00 on 3/2/23 to ******************************  

• Initial Complaint

  Date:01/23/2023

  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 am filing this complaint again BOIP because I lost service on or around December 19th 2022. When the internet went out, I immediately called as follows: ****** ************ @ 8:05am left detailed message and my call went unanswered. I then called the BOIP main number @ 8:15am and again 10:04 and 4:57 ************ and again left a message that internet was out. I received NO return calls. Note: I work in medical and I've stated this to them on many occasions. I called on 12/21/22 9:59 & 11:55 leaving detailed messages. I was finally called back on 12/21 @ 12:51pm by a technician who advised that I would drive to their office and pick up a temporary modem BUT they didn't know if it would work or not??!I drove down there, taking back the modem I was originally given and did a swap. I was told that these Frequencies may not work at all or they could. I was told to call them back and let them know the outcome. I arrived back home on 12/21/22 installed the modem to find that it did not work in my area. I immediately called back to their office @ 4:00pm again having to leave a message. I advised that there was NO service and I needed a solution. I called again on 12/23 and again on 12/26, 12/27. My calls went ignored. I called again on 1/4/2023 @ 12:14pm left another message for a call about NO internet and also about wanting a credit for all of the days I have had NO service. I finally got a call from someone stating they noticed a "missed call" from Tech Support. I advised I left a detailed message I wanted billing. He said "Oh" he hadn't listened to messages? So I've left numerous messages and he advised he had not listened to messages but saw a "missed call"?! Really?On 1/9/2023 I receive an email from BOIP that my payment method would not go through for January 9th billing services???? They owe me a credit and still trying to take my money. I emailed them back about a credit of $125.00 which is owed me @$5.50 per day from December 19th to January 9th.

  Business Response

  Date: 01/25/2023

  Please see below recent email from ************************ to ************** at Business Over IP and the reply email from ************** to ************************. We are aware that this complaint has not been resolved, but we want to provide BBB with some information on complaint ID: ********

  From: ****************************;<********************************>
  To: *********************** <*************************************************************************;; ****** Chutino; ******************************** *********************************
  Tue 1/24/2023 8:15 AM
  

  ******,
  
  I would like to schedule an appointment to come to your office this week to "retrieve" my modem that I brought and handed to you back on Friday January 9th 2021 as per the email chain below. I've attached photos of my modem's serial number and the modem type. This was a BRAND new modem. I will expect to receive a Brand New Unused Modem back in the new condition in which I left mine. 
  
  I also want my credit for services which I was charged for December 9 2022 to January 8 2023. The outage occurred on December 19th and left me down with nothing for a total of 21 days @ $5.50 per day equals $115.50. As you are aware I had to drive 40 miles back to your office to pick up a "possible" solution with your Tech exchanging my modem for another. He advised it was a different frequency and that this solution may or may not work and to call back and advise of the status. 
  
  I did call back to your office multiple times leaving messages that the service did not in fact work and to please call me. I even left messages on your extension and to this day you have failed to call me. 
  
  All communication will be through email. I will expect my "FULL CREDIT" as stated above by the close of business Friday, January27 2023 to my credit card.
  
  Warmest regards,
  
  *********************************
  ************
  
  CC:  Better Business Bureau
  Office of the Richmond State Attorney General, *************************
  FTC ************************** ************** 20024

   

  From: ***********************

  To: ********************************* <********************************>;
  ********************; ******************************** *********************************
  
  Tue 1/24/2023 3:12 PM
  
  BOIP *************** Terms.pdf
  
  Hello ******,
  
  We have appointments available:
  Wednesday 1/25/23 at 10:00 am or 1:30pm,
  Thursday 1/26/23 at 11:00am or 2:00pm
  Friday 1/27/23 after 1:00 pm, please specify a time if you choose this option.
  We also have appointments available next week if you prefer.
  
  You will receive a factory-default replacement device, per our Service Terms. I will not promise the specific device checked out to you is out-of-the-box new. You would be entitled to this had you chosen to cancel service while the device was new, however the equipment issued to you has been used over the course of your 2 years of service with us. All replacement devices issued meet all QA benchmark standards.
  
  We will certainly issue credit for your service outage time. The outage affecting your service line began 12/19/22, and you were issued a replacement device under warranty on 12/21/23 for a total of 3 days. In your complaints via other sources, you cited needing credits from previous outages as well. There were 3 previous outages 10/28/21, 11/19/21, and 2/25/22, which were all resolved proactively with no downtime impact to you, so there are no credits to be issued for those.
  
  There will not be credit issued for service beyond 12/21/23 as you had / have an active service line in your possession, and you refused our offers for technical support, instead insisting another equipment exchange. Multiple team members have spoken to you regarding updates about the outage, equipment availability, outage refunds, and offering tech support, and I have personally left you a voicemail as well after escalation from our customer service manager.
  
  I acknowledge that we did miss several of your calls in a row during the ************ demand from the outage before we returned your calls. I am sorry for this delay. Unfortunately we had calls coming in faster than our support and sales teams together could respond to, and it took time to catch up. I do not want this for any of our customers. I will offer to compensate you for this by not charging a final bill for the time that you have kept your active service line beyond the time that your billing profile failed on 1/9/23. Our service terms state that the device is to be returned to our office (in-person, or by shipping) for account cancelation, which you have not yet done.
  
  I am sorry that we could not come to a better resolution with you, I wish you the best moving forward with whatever provider you choose.
  
  Sincerely,
  ******

  Customer Answer

  Date: 01/25/2023

  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.
  

  *** Please Note ***

  In my complaint and also in my email to the business I stated that I drove to pick up a modem but was told on the phone and also in person at the office by the Technician that the modem would be on a "different" frequency and may or "may not" work and to please call the office back and let them know either way. I immediately called back many times as previously stated and left DETAILED messages about the service NOT working only to get no response from this business. Please see my phone history reports attached. I called ****** directly and many times all call went ignored.

  I am owed a credit for NO services from 12/19 to 1/8/2023. 

  This company is trying to pull a scam. All I'm requesting from them is what is actually due to me which is $115.50 and I will then also go exchange the modem for the one I took to them. 

  Please see my phone records to this company. I have many pages on my phone of calls to BOIP. 

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

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  I was a customer for ********************** for about a year and a half. During that time I had to return my modem 3 times for upgrades after finding out that the internet was down due to the need for equipment failures. I turned in my Modem on October 9, expecting a refund of $200 in timely manner. I was also billed for service for October even though I turned in the modem and asked that they not bill me. After at least 10 calls to BOIP I got a return call from them and received my $165 service refund on 12/23. Over 10 weeks from when it was supposed to be reversed. I am still waiting on my $200 refund from BOIP and I cannot get an answer when my refund check will be cut. I have requested a call from a manager/owner but they do not return calls. The accounting people cannot and will not tell me when they will refund my $200. Its now January 3 months since I returned the router for my refund. I have given them my address and still waiting for my check

  Business Response

  Date: 01/24/2023

  We had been in contact with *************************** and apologized because we are behind in processing refunds. We let ****************** know that we would process his refund, as soon as, possible and would let him know once the transaction was completed. These PayPal transactions complete the $200 refund which was due to *******************

  1/24/23 - Refunded $165.00 via PayPal Transaction ID: *****************

  1/24/23 - Refunded $35.00 via PayPal Transaction ID: 9BS59665N1059191B

  Customer Answer

  Date: 01/24/2023

  [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:12/28/2022

  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.

  Poor ************************* and Unprofessional employees. Ive had no service since the last month. Only update on the outage Ive had was a I dont know . No answers in the last week or returned calls from voicemail to close the account. Called sales instead today and my number was suppose to be forwarded to someone that can help me close my account and refund my money because I was still charged and had *********** No call was returned.

  Business Response

  Date: 01/13/2023

  ************** was billed for a month of service the day after his internet was affected by an outage, and this transaction has been fully refunded. We communicated with ************** on 12/20,12/28 and 12/29/22 with updates about supply chain status to resolve the outage. ************** has since closed his account.

   

  Customer Answer

  Date: 01/13/2023

  Ive recieved the refund notification today 1/13/2023 for the monthly payment. Still awaiting the partial deposit refund from the initial start of service. Paid $500 for install and equipment and they received my equipment back 1/9/2023. 
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  Our Internet has been out for a week and my wife and I work from home and use the BOIP internet service provider. Problem is no one will respond to our emails or phone calls for a week and my neighbors service is working fine. Please will some one from BOIP respond!

  Business Response

  Date: 01/12/2023

  ****************** were scheduled for an in-office equipment replacement on 12/28/22 to resolve the service outage and received the replacement equipment on December 28th.

  Customer Answer

  Date: 01/18/2023

  [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:10/17/2022

  Type:Product 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 have had BOIP since 2017. Since they have had a fair share of problems with thier contracts and have lead to outages. Generally these were resolved within a week and I have been more than patient. Despite several outages over the years, I have always paid the full amount and have never been issued any refund.In an effort over the years to provide better and more reliable internet service, they have had my purchase $900 amplifiers, and then a next gen $**** Cradle point ******. However, due to issues with BOIP providers, both of these options became unusable and unsupportable. So I have had to go back the original $300 equipment that is limited and not the most reliable. I have not been offered a refund for the **** Cradle point or 900 Amplifiers, which are now very expensive paperweights. I was promised another next gen ****** to replace the $**** Cradlepoint, on March 16, 2022, but have not yet recieved one. I will attach email and text messages from BOIP showing that I have been more than patient and respectful. Since May I have been told they would have one for me quickly. Including the last two months when I was lead to believe one would be in an ready within a day or so. Just tired of the lies.

  Business Response

  Date: 10/28/2022

  Hi ****,

  Apologies for the delay in reply! We have been very busy managing an outage for some of our customers. I checked with the inventory department and was told that we will provide the equipment to *****************************, as soon as, the equipment comes in which should be in a week or two. My understanding is that someone at the company told him that we were still waiting on equipment.

  Regards,

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

  Business Over IP

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

   

   

  Customer Answer

  Date: 10/28/2022

  I have had that "week or two" response since April.  IT is a lie.

   

  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,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  Date:09/14/2022

  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.

  We signed up with them a year ago and decided to discontinue service 6 months ago because the internet really wasnt great. It wasnt fast enough to stream movies, download, etc. It worked just enough that our kids could use their tablets. So, we sent our equipment back, hand dropped it off and were told we would get a credit back. It has been 6 months and no credit and no call back whenever we call. **************** is terrible.

  Business Response

  Date: 09/23/2022

  Hi ****,

  18026165 - *********************** picked up his hardware deposit return check in office today 9/23/22.

   

• Initial Complaint

  Date:09/08/2022

  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 May 2022 the internet service I received from BOIP stopped working. After 8 days of trying to contact them I decided to disconnect service. I returned all equipment in excellent condition. I was told I would be refunded my $200 deposit within 2 weeks. It has now been 3 months and 2 weeks and Ive still yet to receive my refund. Ive called 5x to check on the status and each time Ive been told its coming. Ive been given no other details or an explanation on the delay. I had their service for about 17 months and paid my bill on time every month. All I want is my deposit returned.

  Business Response

  Date: 09/23/2022

  Hi ****,

   

  17936079 - *************************** - we mailed out the hardware deposit return check on 9/21/22 via ****** tracking number 777999985688