Fusion

Our small business was with Birch when Fusion bought them. For the most part, it was fine, as long as you didn’t have issues. If you had to call for service, you might get a support rep with a “what do you want?” attitude. Very off-putting, and obviously not professional. After several years, and reviewing our finances, we felt we could pay less for the same service which was costing us over $1,000/month. With only 9 employees and only 4 having business emails, we felt a move was necessary. What we did not realize and they did not notify us or our IT staff in any way, is they ‘automatically’ deleted all of our emails within 10 days of the account closing. It is what we were told ‘normal business practice.’ We are a small business that has been in business since the late 1940s. We began using our domain name about 6 years ago. All of our emails that are archived on their hosted Outlook Exchange was permanently deleted. All 6 years worth. Us and our IT staff vigorously tried to get information from them so we could do the transfer, and after 2 weeks, and 18 days after they deleted our emails, we were told of what was done. This is horrible experience for us, and we would never recommend this firm to business of any size or individual.

We used this company for 4 years, it was never great to be honest. The last year has been horrible with our company having difficulty receiving calls using their VOIP system. Whenever we called, they always place the blame elsewhere, but it was always their fault. I tried to cancel today and they told me I was on auto renew which my brother sent in our letter a few months back, but I was just making sure all was good since our doors are closing next month. Cheryl told me I was under contract and I would be forced to pay, well we never received a renewal notice and my brother sent in our letter to discontinue our relationship well before auto renew. Needless to say, I got transferred to a guy name Chris who was just as rude as Cheryl and tried to get me to buy more services from them and then he would let me out of our contract!! I couldn’t believe what I was hearing! We had taken every correct step, now they are trying to strong arm us and scare us. Never use this company!

ATTENTION…PLEASE READ THIS OR YOU COULD PAY THE COST!

FUSION is a deplorable and highly unethical company. Issues from the onset with the sales representative making promises which could not be kept by service technicians, this should have been the first clue. One issue after another and not one FUSION representative would take accountability for the issues regarding installation – we kept getting “we don’t handle that in our department – let me transfer you”. Service never worked for the intended purpose; we cancelled the service within 30-days. This company is now charging an early termination fee of over $12,000 to cancel two telephone lines. It’s robbery! Save yourself time, energy and money by using a reputable company that has integrity and values ethical business practices… it’s surly not FUSION.

Fusion deducted our payment from our bank account on 9/28/2020.THREE TIMES. ($3290.00) Could not get anyone to even pick up phone.I called again and Chose “Past Due Balance -Set up payment arrangement”.They said IT was workin on the issue. 10 days later still no $$ DONOT CHOOSE FUSION! Horrible!!

DO NOT SIGN A CONTRACT WITH THIS COMPANY!! We signed up with a company called MegaPath over 7 years ago. Fusion purchased MegaPath in mid-2018 and our experience from that point forward has been absolutely horrible. First and foremost, they do not care if you are happy with their service. They know they have you in contract and they charge mind-blowing fees if you’re unhappy, can’t get satisfaction from them, and try to end your contract early. You would expect early termination fees. What they charge is highway robbery. Any time you request anything it takes weeks to get a response and requires that you follow up 3 or more times demanding an answer to a simple question. Their customer support team is not properly trained and has absolutely no clue how to help with simple things like recording a greeting for an auto attendant or changing a CNAM record. Their customer portal and back-end technology is like navigating Windows 3.1. Every time I logged in I felt like I had gone back in time 30 years. Just something as simple as changing a forwarding number or find me follow me setting and you’ll find you’ve blown 30 minutes or more trying to navigate their very outdated and convoluted portal technology. They auto-renew your contract if you don’t pro-actively sign a new one. They’ll offer you the “incentive” of not raising your price by some huge amount of money if you agree to sign a new contract but only if you sign for multiple years. They find other ways to slip in all sorts of extra fees. We tried to get help with a small issue with one of our phones. The phone was working when we called them. By the time they were finished “helping”, the phone didn’t work at all and then they wanted us to pay for a replacement. I tried to be fair in rating the reliability of the actual VoIP service. Call quality was typically good and down time was minimal. Even so, go elsewhere for your VoIP service. You can get reliable high-quality service from better companies. This company is awful.

Let me start by saying I’ve used this service for 7+ years!! Do yourself a big favor and stay away from this company!! I do paperless billing therefor I do not review the bill vary often or ever. I signed a 3 year contract to start thinking once done I would go to month to month. NOT, It will auto renew once contract period is over.. Didn’t find this out until I was ready to change from them!! Then, I had my cell phone ported to Verizon August 2018 today i discover FUSION continued to bill for the cell service AFTER the number was ported to Verizon…So they have been billing me $103 per month for a service they knew was moved $2400 to stole from me!!!! Now they are telling me they will only refund me up to 3 months $309 possible refund , WHAT?? Again STAY AWAY FROM THIS COMPANY!!!

We had the service from May of 2016 until Nov 2019. Services were fine. We had no issues. We moved our company from Colorado to Florida and they would not terminate services as we requested. I returned equipment as instructed and that made no difference. They continue to charge us as if we were still using their services and now they are turning us over to collections. I would recommend that you never get involved with a company who will not ever allow you to leave. It is a Hotel California type situation. Do not get involved with this company!

WARNING DO NOT SIGN WITH FUSION.
Fusion/Birch/Cbeyond is the worst telephone, internet VOIP provider ever. We were down hard, no services, Immediately opened a ticket and no one called us to provide updates. We had to initiate all of the communications. That was just the worst situation there were several other tickets with lack of communications. Finally when the shift changed we were able to get a tech out to our location took less than 15 minutes to repair, yet we were down all day. This is my personal WARNING, do your research, contact the BBB. Search all their business names.

I am so frustrated with this company. I have 5 employees and have had an open ticket with Fusion for over 2 weeks- the main issue is that when a call comes in, the caller can’t hear us. We can hear them, but they don’t hear us. Many customers call multiple times and we can hear them on the other end getting very angry because they know our office is open. We have resorted to using our cell phones, but I can’t wait to leave this company. There have been other issues, but I just can’t wait to find another provider. All those advertising dollars down the drain because any potential new client can’t reach us by phone. Horrible

Used to be a PingTone customer and they were purchased by Fusion. Fusion started off okay but over the past year or so, customer service quality has declined sharply. Service disruptions and slow turnaround on trouble tickets seem to be the norm now. For those looking at various VoIP providers, skip Fusion.