Doublehorn Communications

I have been very disappointed with there level of service. My business has had them now for a few years and everything from customer service to technical support has been very poor. I’ve attempted to speak to the owner over the years to discuss the quality of service they provide and he simply isn’t available. There is absolutely no way I would recommend them to anyone, and am looking forward to the day I no longer will have to do business with them.

As a small business our life line is our phones. So needless to say we were hesitant to move our phone systems to a VoIP system. However the salesman was very knowledgeable and assuring that we would have no problems. It was also very tempting because it was much cheaper than our current POTS system. We decided to go ahead and give it a try. I am so glad that we did. The feature set is awesome and very professional feeling. The phones that we got (which were free) were very nice and much more feature rich than the previous ones we had. We have had the service for over a year now and anytime we have questions or problems they are always quick to resolve. Since we have had the service we have grown and have added a few more extensions. I was surprised at how fast that was done. I really like that they are flexible and can grow with my company. The team at DoubleHorn Communications is really on point and I really appreciate it.

I had service with Doublehorn for 5 years, and despite occasional problems, the service was acceptable until early this year, when I started having service inconsistency (noisy line/​dropping calls/​no service). Doublehorn typically blamed my network components, and I ended up replacing my router twice in the time that I had them based on their suggestion that the router was the source of issues. The second time, I replaced the cable modem, router, network switches and the VOIP phone.
Shortly thereafter, the service went entirely dead. At that point, Doublehorn blamed the problem on a routing problem at Time Warner, but a Level 3 (yes Level 3) technician at Time Warner provided a written reply stating that the problem was not on their end. Furthermore, all of my other internet features (web, email, etc.) were working fine. Only my phone had problems. Doublehorn’s tech said that the only solution for my problem was to reroute the VOIP traffic for all of their customers and that wasn’t feasible.
I went without phone service for more than a week, and after being told by Doublehorn that there was nothing more they could do to restore my service, I looked for another provider and sent a an email to Doublehorn cancelling my service. I was shocked when I received a reply later that day telling me that I had to pay a cancellation fee equivalent to several months of service fees. This was even more surprising because on several occasions, I had tried to contact Doublehorn’s management and accounting departments but was never contacted back.
This company clearly has some internal disconnects. The tech support guys seem pretty good and were generally responsive, but if you need management or accounting, the receptionist has a canned answer that they aren’t available, send us an email. In my case, I didn’t get replies, and Tech Support even created an accounting case for me once in an effort to get Accounting to contact me back (they didn’t reply to that either).
After receiving the cancellation penalty invoice, I filed a complaint with the BBB about Doublehorn Communications, and the company’s response to BBB was untruthful on a number of points. It was clearly written by someone who was not entirely familiar with my case and didn’t have all of the relevant facts.
If this is how they treat a customer of 5 years, do you really want to select them as your VOIP provider? Given that they lost the ability to provide service, I thought I was being pretty fair not asking for a refund back to the date that service went dead. Instead, they slapped me with a cancellation penalty.
After BBB marked the case «resolved» (which it certainly wasn’t) and kept the company’s A+ rating, Putting a post on Unilocal seemed the best way to get my experience with this company on record. Imagine my surprise when I saw another post made just one day before documenting a similarly bad experience.
After what seemed to be a good relationship that would have continued for much longer if my service had continued working, it greatly disappoints me how I was treated by Doublehorn when their service stopped working. The measure of a good company is not how they handle the good times but how they respond when problems occur. It’s hard to run a business with no phone service for a week+ with no prospect of repair, and trying to penalize a good customer of many years with cancellation fees for a service that stopped working doesn’t measure up.
I learned about many other VOIP providers in the process of selecting a replacement service, and I found one at less than ½ of the cost, good service and no contract.