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.

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.

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!

I am thankful for all of the reviews listed here. I dodged a bullet on this one. Thankfully this group could not respond to simple chat questions - just ghosted me and then another agent would pop on and ghost me. I was leery of signing up with a company that couldn't seem to answer basic questions for a prospective client. That led me to this review page where my suspicions have been confirmed. Thank you for helping me to keep my money/cc info safe.

They do not respond to emails they make cancelling your unused account impossible.
File a complaint with the FCC make a police report and notify your credit card company.
As you'll see in the screengrab below the agent ENDED THE CHAT never responding to my request.

So disappointed in this service. I had our fax number ported over and received a confirmation e-mail that it was successful. I canceled the line with our current supplier after the number was ported. Now the line is disconnected and MetroFax customer service has escalated my case to a "higher technical team" which was done 6 days ago with still no resolution. Customer service said there is no estimated resolution time and I am still paying for a service that never worked. Would not recommend MetroFax based on their customer service and lack to get a critical issue resolved.

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.

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 wish I could say I had a positive experience but I am very dissatisfied with their service and will do everything I can to let others know how they operate. I am a retired individual on a limited income and will do all I can to expose your lack of customer service! I was charged for two months without using this product!

Update: I was contacted by Metrofax an they have resolved my issue and I am very appreciative!

***Edited to say, after pushing for next level support I was finally given a telephone number and reached a 2nd level customer service rep who adjusted my account as requested. I think that the 1st level of reps don't know how to handle questions that are not within the script, and there seems to be a language barrier with some as well. Probably best to ask for next level of support right off the bat. Raised by review by a start since they resolved my issue.

**Original review.
I do not recommend dealing with this company on any level. It required multiple chats and phone calls to obtain basic information related to my account. Even after this, I was given incorrect information by their customer service reps which resulted in inaccurate charges and Metrofax refused to make any adjustments to the account from the charges resulting from their own incompetent customer service. Please do not do business with this company.

I subscribed for one year and barely used the service. When they processed one year renewal next time, I canceled the service within two weeks and asked for a refund. They denied my refund. I would understand if they had pro rated the charges, but keeping a one year cost for less than one month of use is totally unfair! I do not recommend this service to anyone! Don't like companies that are not fair to customers.

I have used this service for a few years. This year there was no notice of renewal - just a charge to my credit card. I contacted them and to communicate with online chat. Their customer service rep cancelled my service per my request. However they failed to tell me they had a "no refund" policy. I looked for the credit on my credit card statement and did not see it. I then initiated another chat and was told of their "no refund" policy, so I asked to either give me a refund or reinstate my service. They said they could not reinstate the service but would ask the finance department if they would be willing to give me a refund. So far no further communication from MetroFax and I am out $79 and without any service. Do not do business with this company.

I feel swindled!

I tried to take advantage of their free trial period as I needed to send one fax only. Despite many attempts to cancel and obtain a refund, I have now paid $40USD to send the one fax that was supposed to be free. I finally have a confirmation number of my subscription cancellation, so my fingers are crossed that this time it will stick.

I signed up for the service in June. I tried to send one fax. I received a confirmation from MetroFax, but the it was never received. I tried to cancel via email. They did not respond until I sent another email... after they billed me. I was told that they do not refund under any circumstances... having a crappy service that does not work should be grounds for a refund, I don't care if it is in your verbiage. DO NOT USE THIS COMPANY... there are over 500 complaints to BBB.