Must Read: Sorry, but bringing back the Start menu won't help Windows 8

Topic: Legal

Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

Summary: I know this is old news, but since the act I alluded to in this post's headline flew under the radar when it went down, I thought I would make another reference to it.And lest you wonder why I am posting "old news," the citations and related information are current in the Better Business Bureau's files on Vonage as of today (January 6, 2008.

Russell Shaw

By Russell Shaw for IP Telephony |

I know this is old news, but since the act I alluded to in this post's headline flew under the radar when it went down, I thought I would make another reference to it.

And lest you wonder why I am posting "old news," the citations and related information are current in the Better Business Bureau's files on Vonage as of today (January 6, 2008.

Seems that back on March 27, 2007, the Better Business Bureau's Board of Directors revoked Vonage's accreditation.

In the Reliability Report on Vonage my overactive curiosity led me to retrieve today, seems that most of the complaints were about Vonage's billing practices.

Even though a large majority of these complaints were logged as "addressed by Vonage," most of these were not acknowledged as solved by the complaintant.

There could be at least a couple of reasons for this:

Complaintants could have been so p o'ed by the tone of Vonage's response that they threw up their hands and simply closed their Vonage accounts.

Complaintants could simply have not had the time or eagerness to let the BBB know if the complaint they lodged had been solved.

Now, here is the official file BBB is maintaining on Vonage:

vonagebbb1.jpg

vonagebbb2.jpg

vonagebbb3.jpg

vonagebbb4.jpg

And finally...

vonagebbb5.jpg

Topics: Legal, Enterprise Software

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

17 comments
Log in or register to join the discussion

  • Who cares.

    The BBB is a racket designed to extort money from businesses. They don't give a crap about consumers or businesses. The only thing the BBB is out for is the BBB.
    toadlife
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    We have had Vonage for three years with zero issues and a level "cheap" phone bill. Our services has been without issue and we have not had to take a complaint forward at all. Perhaps if we had, we would have had a similar experience, but I guess we do not know because so far, so good. The main question I have is what is the percentage of complaints to actual customers? I could find many other companies to complain about, but not Vonage.

    "Satisfied in Iowa"
    clgknapp@...
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    Almost every other company in telecom industry in USA had not done what they should do. everyone has committed mistakes and they will continue to do. It doesnt matter what the consumers say or what we bloggers talk. They dont F about it.

    It ends with the word, Money.

    Vinay
    http://voipguides.blogspot.com
    Godmode
    Reply Vote

  • Customer Care

    I suspect Vonage have learned a valuable lesson. Customers complain about Terms and Conditions to which they have committed but are either too stupid to understand or too lazy to read.

    There is also a clear trend of Vonage clearing the complaints, 3k cleared in the last 12 months out of 6k made in the last 36 months. This must be the new emphasis on customer care.

    If they can just keep the patent trolls at bay we might see some innovation in consumer VoIP again, God knows we'll never see it from the dinosaurs.

    Happy with Vonage since Aug 2006.
    MrBeck
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    Vonage's mistake was joining the BBB in the first place.
    Webist
    Reply Vote

  • Shuldn't Have Joined BBB in the First Place

    Vonage's mistake was joing the BBB in the first place.
    Webist
    Reply Vote

  • VONAGE SUX

    This does not surprise me: got zapped by these creeps only recently: told them we needed powered phone lines for alarm and electrical programs. Told "sure", it works that way. Of course, it didn't, what a shock. Pushed phone number back to cable company but VONAGE won't disconnect your account with a push that all other phone companies have to disconnect on; they tell you you have to "call in" to disconnect for "security reasons". So, we call in, tell them disconnect it, you can see no activity on the phone for 2 months, and they add a disconnect fee, no offer for customer to return the unit, they add a miscellaneous fee, and they refuse to adjust what is obviously 2 months billing for a pushed phone number. I am filing with the state attorney generals, it is hard to believe that a company can be this stupid and arrogant after lawsuit after lawsuit by state ag's against cell phone companies. American business: what a pile of shit.
    adminlong6458@...
    Reply Vote

  • but what are the problems??

    the story was fine but there was no mention of what customners complained about. what were the problems? what was done? how did vonage not respond well?

    it would be nice to know all about it but the blog was just words and no explanations
    eglazier
    Reply Vote

  • I have Vonage no complaints here

    If you really want to write about something that brings attention to us less techy average public users. Why don't you write about the fact that you cannot go to any computer store and buy a complete PC without Microsoft's operating system on it and how they have completely monopolized the PC user industry and not even our own government recognizes this nor is there anyone doing anything about it. They charge what they want,,,we have to pay.. They do what they want with our files,,,we have to except it. A good example of thaT IS THE NEWEST office 2003 update wich locks you out of all your older 97 files and as usual Screwed by some corporate Monopoly that just steps on you and nothing you can do.
    But suck it up. I'm not computer literate that I can easily go to open source and just a working blue collar worker with the prices Microsoft charges and the control they have it is just so uninteresting to me to read of what Vonage has done or is doing when there are so many more pressing issues,,,Get with the priorities.
    DABaker1956
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    When I had there service I was satisfied.

    This seems like espionage from itt or some other expensive company to make a competitive service go under.
    toolman1
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    I find this rather interesting. I didn't know Vonage had such a bad rap. I always thought they had some cute commercials. I am a satisfied Time Warner customer. My phone service, cable serivce and Road Runner are a great match up. It is kind of ironic to see this blog on the same page that shows Vonage as a sponser though.
    sorcerer55@...
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    How dumb can this be? For 25 bucks a month billed directly to my credit card??? How easy is that? Never had a problem with them.
    derond0@...
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? He

    What couldn't find something new to bash Vonage about so you had to drudge something up from almost a year ago?

    Take a look at the "rap" sheet of other Telco's. The customers don't gontact BBB after things are resolved.

    Its the same reason that people who are not having problems don't complain on forums. So a few complaints seem like they are reflective of the majority of the user experience. Or they just are withered old coots who like to complain on their zdnet blogs.
    arcangelmd@...
    Reply Vote

  • Telecom Shill......

    This writers blog is a thinly vieled venom spicket for the telcom chancellory. Vonage bashing now, any other alternative to the telcom offerings and outrageous billing next.
    stambaugh.services@...
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    My T-Tech router/cordless phone power adapter blew last year...they quickly, and kindly sent me a new one...That adapter blew Dec 22nd. I called again. I was promised a Linksys router. It never came. I called again (they sent me notices for cust. satisfation/rma reminders...but no email saing, "Sorry...we don't have your router in stock"...I was promised another wireless router...THAT router wasn't shipped (both routers were promised free of additional charge and I wasn't going to be charged for return shipping). I called again and immediately asked for an escalation (I'm a former TSR for BellSouth broadband so I knew what I was talking about) to Tier II TS. I spoke to "Jack" (OBVIOUSlY not a name common in Bangalore) "Jack" told me he HAD to charge me $120 for the Moto router...I told him I was PROMISED(read commitment) the router at no additional charge and that additional charges were not acceptable. He said he would research the issue. I gave him my cell number to call back.

    I was shocked to see in my email that "Jack" charged me $120. He called me back to TELL me he charged me! I told him his insincere apologies needed to stop (you know, the "show the customer empathy 'i;m sorry' thing.) and that he needed to fix the problem as he created ANOTHER problem!

    After a day, I was promised that they would honor the original commitment (I have yet to get the router), that the return shipping would be paid, but I am stuck for a month of no service, service charge, and a $120 bill stolen from my checking account.

    Now I see what everyone was talking about...
    conchchowder
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? Here's their rap sheet

    I had to get the FCC involved in order for them to cancel my account. I placed 2 phone calls and numerous e-mails. On the phone they kept trying to sell me for longer. I told them "I don't want the da** service, cancel it." They still went on about what a deal they wanted to offer me. After the 4th time, I told them to "cancel the fu****** account" and hung up. Then they told the FCC there was just a miscommunication. I don't know how that is misunderstood.
    jcoop757@...
    Reply Vote

  • RE: Did you know: Vonage got booted by Better Business Bureau last year? He

    http://www.thebluesmokeband.com/bbb.php

    http://www.ripoffreport.com/reports/0/001/ripoff0001343.htm

    http://sbj.net/Main.asp?SectionID=18&SubSectionID=23&ArticleID=84107



    http://www.latimes.com/business/la-fi-lazarus21-2009jan21,0,2387972.column
    crazyturk
    Reply Vote
CNET Join | Log In | Privacy | Cookies Close