Review Time
I have paid 3 times to get the texting and it does not work. This is more important than phone calls for my business. I have asked for help on emails multiple times with no response. Frustrating. I need text for my business. I will end up porting my number somewhere else after paying for a year of service and 15 dollars for texting multiple times.
The sign-up process was incredibly easy and went smoothly without any issues. Everything was clear and straightforward, making it quick and hassle-free to get started. The service appears to be thoughtfully designed with a user-friendly approach, and the pricing seems fair and reasonable for what’s offered. My only suggestion would be to improve the app’s functionality by introducing multi-user support and allowing all users to view historical text conversations within the app.
I have been an Iplum user for over a year, unfortunately. During that year multiple times texting on my two numbers has failed requiring me to go through their AI based customer service, which sends a canned response to your inquiry. I also experienced issues with making phone calls, they would drop after less than 2 minutes. Eventually that was fixed. Two days ago texting stopped working due to not being on the TCR registry. We registered for an EIN in order to complete their form but it returned twice indicating that the business name did not match with the EIN, which is incorrect as I was looking at the IRS form when I entered it. They provide poor customer service, if any, mostly canned responses. They know it would be difficult to change now since so many clients and people have our numbers, so it appears they don't care. I wish the response below was factual. We have submitted multiple requests for assistance, after 6 we finally got a meeting schedule for the next day.Iplum did make extra effort to resolve the issue. I appreciate the effort. Iplum is a better option for larger businesses than my small business.
EDIT TO RESPOND TO iPLUM RESPONSE: We informed the sales rep during the initial zoom session that the phones would be for Virtual Assistants. Your sales rep said that it would work perfectly fine for this. It is unclear why you are now using this as an excuse for your bad connection. Also, the customer service was poor and that has to do with your team.----------Original Post: Simply, I am a private practice owner who wanted to use iPlum for our phones.The sales rep gave a great pitch and gave promises about the set-up that were not adhered to. The phone service, connection, and steps were awful from the beginning and the support staff was extremely lacking.We've only had service for 30 hours and it's the lack of support that is forcing me to move again.They informed us they could not refund any of our costs.My hope is a clean break. iPlum has disrupted our practice significantly and our complaints from patients have been extraordinary during these 2 days.
Major problem with TCR registering for Sole Proprietors businesses who file taxes using their IRS SS#, you will be rejected if you don’t have a IRS “EIN” meant for licensed companies and corporations, and you will be blocked from sending or replying to customers. I just keep getting emails that tell me to obtain and EIN when I am not required to have one and would change the way I report my taxes for years now. Further research I discovered it is especially an Iplum registration platform they have that does not allow for non-EIN businesses to register too to enable texting. OpenPhone has a way to register without an EIN! I will be looking at alternative services now.Lacks a live customer support system; create ticket syste by email only and it can take several tries before you get a response.Reply:I am amazed at your swift defensive response to this review, as I have waited days and even resubmitted a ticket before receiving a support email response. I appreciate your validating how many attempts I have made to contact you regarding this problem without any satisfactory resolution, ending in frustration. So you do now admit that IPlum owns the submission requirements/format and is now only accepting an EIN (Employer Identification Number) to validate a business entity when a SS# is also used for filing small business income taxes too, whereas you used to accept SS# for a fee of 2.99 monthly, which I have paid for over a year now was abruptly eliminated without notice to find suddenly my texts are not being sent and were blocked until I register. This time not given any alternative way to register my entity properly with my SS# associated with my business. I even provided supporting IPlum supporting documentation that establishes a Sole Proprietor business doesn't need an EIN (which requires you to file a separate tax return as a "Co. or Corp" entity is required to do). Your response is to tell Sole Proprietors incorrectly they need to obtain an EIN essentially trying to force people into getting an IRS EIN# that will create an IRS tax reporting problem in the way they properly file their Federal and state taxes in order to get texting turned back on; many small businesses that are a sole proprietor and have no employees are paying to use your third party phone app are not rightfully going to be happy with paying for services you obstruct them from using unless they acquire an EIN which would alter their tax filing procedures and refuses to acknowledge their legal legitimate business either. So that person that has a small business on Ebay, Esty or Craigslist does not qualify to send a text? My carrier personal number is the only place I get spam calls or unsolicited texts on, not IPlum which is only published for business purposes. So this is not a new concept, you acknowledge here that Iplum made a conscious decision to revise their policies that affects many small business customers paying for IPlum services they previously provided for them with SS# for a fee and have now left them paying for features they are now blocked from using. The TCR registration requirement was instituted by the carriers, the actual registration validation process is created by Iplum and processed by Iplum. You still refuse in your response here to own or show any concern for the dilemma you've created for your long-term customers and are unwilling to address and find an acceptable resolution for these customers other than telling them to go get an EIN!
IPlum sent me the following email today (12/11/24) in response to my review, stating they sent an email on 9/13/2024 to notify me of the upcoming disruption in service. The email address they referenced sending it to did not exist at that time--I created that email address on 11/11/24. Then they asked me to remove my negative review.I’ve cut and pasted the email they sent me:“An email was sent to this address on Sep 13. We have records for it being sent to this email address xxxxxxx and we have found that you are trying to post it at review sites about our bad customer service.We are surprised by it because we are diligently trying to do our work and help you with TCR which is not in our direct control.Please remove those reviews.”__________________________________________________I did check my spam folders. You did not alert me.I am frustrated by Iplum's response as it does not address the lack of notification. I understand the mandate, but the disruption occurred without notice. In 2023 this occurred without notice and again this week.Your response did not address my other concerns regarding dropped calls, delayed voice messages, poor customer support (it took 24 hours for a response to disrupted service but 40 minutes to respond to a review). Terrible customer service! On two occasions I have lost the ability to send messages to patients (which I rely on for scheduling purposes). This happened in 2023 without notice due to text registration requirements by the carrier. I was able to pay $2.99/month to have the service restored. Again I lost texting capabilities this week without notice. It took over 24 hours to receive a return email (there is no customer support phone number or text option). I was told they sent an email on 9/13/24 to notify me that the carrier discontinued the $2.99/month plan. I NEVER received the email.I now have to wait 5-15 business days for service to be restored???!!! In addition, my incoming calls are often dropped and I do not receive voicemail messages in a timely manner. I plan to report them to the BBB and the FTC.
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