MetroFaxReviews 124

I spoke to customer service today. For a company that advertises no contracts, they have regularly billed me over 110 for the past year because they "didn't get a call to cancel"
I have a terminal illness. The help desk although sounding sympathetic, is not empowered to issue even a dime refund. WE SENT 1 FAX in that 30 day trial period a year ago.
PLEASE if you are a Lawyer/Attorney and reading this, THIS COMPANY IS WORTHY OF EXPLORING A CLASS ACTION LAW SUIT! They have advertised no contracts, but are acting as if this is a contract. Should be worth a few hundred million on behalf of all of us.

Decent performance; poor customer service; VERY difficult to cancel!

I forgot about my subscription, and let it run 6 months more than needed. But when I tried to cancel, it got difficult:

1. It's nearly impossible to find information on the website about cancelling.
2. Once you do, the information you find (8/8/16) is WRONG.
3. When you call, customer service refuses to accept cancellation and started to explain some complex method of doing so.

At that point, I went into my hostile mode, started recording the conversation, threatened BBB and fraud reporting and DEMANDED immediate cancellation.

What's ironic is that, I would have reused the service in few months, if they'd made it easy to cancel!

Forget customer service with these guys. I am now at the end of month TWO trying to port a number with these guys. I have called EVERY DAY (Monday thru Friday) for three weeks, and gotten a different excuse as to what the problem is. This is the FOURTH time they have asked me to send the same information.

I am a computer consultant for 30 years and this is the poorest customer service I have seen in my life. Do yourself a favor and read almost all of the other reviews here (almost all negative) and believ them. I have spent over 30 hours trying to resolve this, and now found out that they did the same mistake from the beginning. This has cost my customer OVER $400 dollars. Customer service with Metrofax is a complete fraud. Think I am kidding? Google "metrofax reviews" and see for yourself.

While not resolving the problem, I did notice that they DELETED ABOUT 50 Negative comments from their Facebook account, and made it so that people could not post to their Youtube videos, as I am sure people posted nebative things there also!

I get if the terms of service literally say they are "nonrefundable". I thought I'd cancelled the service (didn't take notes so can't say with certainty that I did or at least I didn't follow through to ensure it was). When I realized I was still being billed called them up, they acknowledge hadn't used the service in months and just robotically would keep saying "there are no refunds". So while technically they "are right" from a customer service and policy standpoint, definitely avoid.

As faxing becomes less and less needed at least can take satisfaction that my $7.95 fees won't last them long and will take pleasure knowing this company becomes increasingly obsolete. Keep this in mind as they know this too and obviously a driving factor behind their "no refund" policy. Knowing all your customers were leaving leaves apparently leaves them no incentive to care or give reasonable service.

They kept on trying to charge my debit card even after I canceled online. Then I guess they kept on trying to charge the monthly service I don't use and charge me late fees a month which cost more than the monthly fee. I have used them over the years and I have never incurred a late fee. Plus, in the past, they do stop or suspend you service if they don't collect the payment. How in the world would these people try to charge my debit $40.25 after a 4 months of non usage, which I also canceled a few months ago. They refuse to refund my account. I am now trying to file a claim with my debit card company.

My significant other was injured in February and I thought it would be beneficial to have an inexpensive method of faxing documents to the work comp insurer. My son found Metrofax for me and worked at setting up the account in addition to assisting with making my home accessible for a person with a disability. I have not logged into the account since late spring. I just spent nearly an hour on the phone with Metrofax, first with Matt in customer service, then with Denis, employee #7423, who stated he was Matt supervisor. I have attempted to cancel my service several times over the last several months by both written letters via postal service and also by an email in September. While they did not show a record of the letters, they did show a record, by their own admission, of the email requesting cancellation yet they continued to charge my credit card. They FINALLY agreed to cancel service today but refused to provide a refund for unauthorized charges since last September. Denis also refused to provide the name of position of his supervisor for me to write a letter in addition to refusing to either transfer me to his supervisor or even check if the supervisor would take the phone call. I will be providing details of this totally unsatisfactory experience on every internet review website, my own personal friends and business associates, the attorney general offices in each state, the Better Business Bureau, and any other consumer protection agency that is recommended. $32 just bought this company a lot. My advice, stay away from them!

Obtained free 30 day trial. 70% of the faxes were unsuccessful. I called the customer service and they assured me that it will work after they walked me through what I was already doing. They gave an extra month free trial. Another month went by, I had several employees trained on it. Still about 60% of faxes did not go through. Called to cancel. They have no notes on the extension of free trial and was charged for 2 months. 2 months charge since the time I called back, it dipped into a few days into the 3rd month and it's pre-pay in advance policy. Non-refundable. Bad experience.

Buyer Beware: Several years ago, metrofax was a great service adn would allow custom cover sheets. This is no longer true. They were taken over by j2 global which moved them to their inferior efax platform.
Other things you should consider before going with metrofax. They automatically charge your credit card for another year if you are on the annual plan, and notify you after the fact. They also will not port any number they assign to another service, thus you either remain with them or have the expense of changing your fax number with all your clients. Both of these are spelled out in their contract, but are reasons to avoid this service.

I opened an account in Sept 2014 charged to my credit card. I did not check the card charges for 6 months as I rarely use the card. When I did, I discovered that I had been double billed for the account. There were charges for two accounts each month. I could find no way on their website to cancel the account, so I sent an email to their sales department on Feb 2,2015 ordering a cancellation of my account. That was ignored and just today, March 6,2015 I called and ordered cancellation and requested a refund on the double billing. I was informed that there is a "NO REFUND" policy. There is a chance that my credit card company will order a refund, but I won't know for a week while it is all reviewed. I do not like their attitude. Mistakes are not their fault. They are the customers fault. Watch out if you use Metrofax.

I suspect that this is a scam of sorts. I signed up for the free trial but was billed immediately. When I spoke to the representative in "billing", I was offered a less than plausible explanation about a billing error and he offered an account credit but did not want to refund the money was this would be "very complicated". I did not accept this and was passed on to someone else who eventually agreed to close the account and provide a refund on the credit card. I'll report back if the credit goes through as promised. By the way, the software works well and I would have continued to use the service if it had not been for this issue. It's a pity that Metrofax has to resort to this kind of thing to improve cashflow!

Awful, terrible, customer service (Mehgan my latest could not have cared less). I have tried to cancel this account. I have sent cease and desist letters and revoke billing authorization. I have tried to communicate with them. The only thing this company cares about is making another $10 for another month and screwing people over. They make it easy to sign up an very hard to leave... its a clear indication that they actual have NO VALUE and they know it so they are all about scamming a little more money to survive. THERE ARE SO MANY ALTERNATIVES -- FIND ANY OTHER SERVICE.

Criminals! I canceled service and they continued to bill my debit card. Couldn't sign in because I needed to put a 1 in front of the fax number they gave me. When I chatted with them live, they said, "Lindsey: as I am a sales agent, let me get you to support chat" then "Please wait while I transfer the chat to the best suited site operator" and finally "You are not currently in a chat session". I called their billing phone number and they claim to have canceled the account finally. No refunds, no customer care, no wonder there's so many questionable business practice complaints to the Better Business Bureau about them. Run don't walk away from their service.

Since MetroFax was bought, it has been an absolute nightmare. The other day it took sever times logging in to access faxes... once the fax was opened, again it was kick me out stating the session had timed out. Tech support suggested using a different browser. Really? Today was yet another problem... clients faxing are getting errors when faxing. Here we go again... Has ANYONE found a good, reliable e-fax service not owned by the company that bought MetroFax?

I used MetroFax for about a year and a half and then a few months ago they completely changed it. No notice, no heads up, nothing! The "new" Metrofax has many of the useful features stripped out: no selecting cover pages, including custom cover pages, the fax previewer is horrible (was in previous Metrofax also), the interface is confusing and poorly designed, transmissions reports are spurious and unreliable, no ability to add frequently used fax numbers to quick contacts list, when faxes are moved between stored folders it often takes a long time for the faxes to show up in the new folder. In general it reminds me of going back to Windows 3.11. I am looking to replace MetroFax ASAP.