Ruby Receptionists Reviews

It's great that the phone was being answered, but we weren't being provided with what actually transpired in the phone call. We were only provided with partial or incorrect information from the receptionists. We had to go back and listen to our recordings of the phone calls (they don't record their phone calls) to find out why a client called us and what actually happened during the phone call. The whole point of having the answering service was to have a reliable service that would provide us with a peace of mind and assist us. It did not, it only gave us more work in the office and lost clients. The client happiness team was great at talking to us about our problems we had, but nothing ever changed. We were just credited for the calls.

Very bad experience. Nearly every call returned to us with text message to call the customer ourselves. Payment logistics also poor. They often just try to upsell you to higher service tier. But the calls are answered from those not competent to facilitate anything if it's remotely specialized. We provided "top 20 Q+A" list multiple times, and they did not seem to follow it. Probably cost us as more time, energy, and money - at the end of the day - then not using them in the first place.

The Ruby answering services are a complete bait and switch program that is more than willing to illegally deduct thousands of dollars from our account with little to no explanation. We experienced over 67 duplicate calls for which we were billed despite providing documentation and emails daily. We experienced multiple calls with no detail lasting for over 3 minutes and were ignored. Finally after cancelling our account, Ruby illegally and unlawfully deducted funds exceeding any invoice for which we have documentation and links to invoices are no longer active.

Terrible service. Absolutely no support line to call if you need to reach anyone, they just have a receptionist who takes a message and passes it to their "Happiness" Team who never calls back. I was initially sold on this service by the sales rep who promises the world but then after onboarding disappears and never get the services that were promised. When trying to rectify this I am met with constant inaccurate info and the only people I can chat with have been via email. Absolutely appalling to be charging $700+ per month for 200 minute plan and just dropping the ball non stop with little to no way to get support. Will certainly be moving to a different service.

I have been a loyal Ruby customer for many years, but not anymore. Since 2023 not one call has been handled properly for my company. I do not understand how they cannot read a basic script, but literally, they mishandle each call to the point where it is embarrassing. No matter how many times I correct them, walk them through it, they cannot get it right. I have wasted countless hours before finally giving up on them.

Heard about Ruby after trying a couple other similar services. We are a construction company specializing in complex commercial work in urban areas. Problems from the start - lack of consistency when applying our simple requests for basic things like what we expect them to say when answering calls, properly recording info, etc. Then there were periods where calls weren't even forwarded but I'd receive the call receipt. We were exorbitantly billed, more than a thousand dollars per month, while hardly having calls successfully transferred. Impossible to speak to any sort of management - when I requested refunds they told me that I needed to subscribe to another, more expensive, service plan before they could process the refund. Anytime I demanded a manager or higher level staffer, I was always told they were busy. A darn scam - avoid Ruby.

Since this company changed over from Ruby to its new ownership, it has gone downhill. Customer complaints are through the roof and none are being addressed. The employees are being overworked and expected to perform miracles for the customers when the company and corporate itself never responds. Information isn’t being taken properly because people are no longer motivated to do their job because they’re not getting the help that they need so customers are complaining because the transfer calls weren’t being taken properly information wasn’t being transferred to the right individual systems were updated correctly.

Overpriced, impersonal, not trained, can never reach their customer service if there’s a problem. Often get callers name wrong and/or number wrong. They think it’s fine to call you back 3 days later if you call them with an issue. Awful!

If there was an option for less than 1 star, I would have chosen a negative rating. This service is awful. The "receptionists" are unprofessional, sounded bored and do not follow directions on how to handle or transfer calls. Our clients (we are a small law firm) often heard dogs barking in the background when they made calls to our office. We were lied to by salesperson, Jenn **, who told us we would receive an alert if we were approaching our monthly minute limit. There was no alert and what we expected would be a bill for $660.00 rose to $5,100.00 with no notice to us. It is no surprise that in 2021, Ruby was ordered to pay $12 million in damages as the result of a class action suit for deceptive billing. We cancelled our service after 1 month and asked for a refund, but our request was denied. AVOID THIS COMPANY AT ALL COSTS!

I was told I would be able to change my account for the first three months while I trying to sort out the minutes I would need. This was false. I was charge for the overages and then again to up the plan. A scam.

I hired Ruby for 4 months. I started at 230 and the last bill I received was 400. My call volume increased because of effective advertising and Ruby helped me get in touch with customers personally through their app. I was on a 50 minute plan with overage at 5.20 per minute. For me the cost outweighed the benefits. There is also billing transparency. I never really knew how much was being taken after the first month until it was withdrawn. There are no billing reminders.

I heard about Ruby from a podcast I listen to almost every day, so I decided to give Ruby a try. I have been with them for two months and will switch to a different answering service. They provide my customers with attitude and are not personal whatsoever.

Let's see, rep misinformed me that if I have Google Voice (GV) then perhaps a very portion of the calls would not connect. After the switch, it became clear that 30-40% of calls were being dropped or not connecting. Solution they proposed was to port over my GV number to Ruby. I did that and quickly found out that I can't use the Ruby app properly as it does not sync up well with Clio. Apparently there is a limitation on how many contacts I can sync up with their platform. Have no idea why they have a limit.

Core Values not being practiced! I am going to a Dr who I recently gave 5 stars to for his excellent service. Unfortunately, today, I had an interaction with this answering service that my Doctor's office is using and it was the worst experience! I called to reach my Dr regarding an order that was supposed to be shipped to me 10 days ago. I was frustrated because I can't get a callback.

I reached out to them using their own chat service to request information on receptionist and chat services for legal services. The rep was very nice but refused to pass along my information without a phone number. I provided it, but asked specifically that they not call me unless we scheduled a phone call. I was lead to believe they'd transfer the chat. After no response for 5-8 minutes I read the chat again where essentially I was told they'd get back to me at some vague future time. About 4-5 hours later I received a call from Oregon on my cell which I picked up, the sales guy didn't know how he got my information, and appeared confused and uninvolved. I could go on but the bottom line is: if they can't use their own services effectively how do they expect us to trust our businesses with their services?!?