MoneypennyReviews of moneypenny.com

UPDATE:Management reached out to address our concerns and has committed to improved agent training and clearer communication channels moving forward.This has been a valuable learning experience. It has helped us clarify our specific requirements for an answering service, which will allow us to manage expectations more effectively. We used MoneyPenny from September 2025 through May of 2026. Our company does not get a ton of after hours calls but when we do have one we like to have something in place. Set up was a little rough, when we started the service they started charging us from the very first day that I contacted them leaving us quite a bit of overlap with our current service. They did not give me an option to start later at that time. I had requested that our service include an action to reach a live agent and this was not implimented at the time of set up so we started getting charged for Robo calls as well. Customer service was not apologetic or accountable for these over sites and I had to fight to get these fees removed. They were pretty good for about 3 months and then the overages started comeing in. We do not get a lot of calls and our calls in the office tend to be quite short. When I started seeing calls that were hang ups or customers that refused to leave a message that were 90 to 180 seconds I called customer service again. Again there was no apologies or promise of accountability. It seems that once you become a little comfortable with their service they start running down the clock when they can. There is no explanation for the length of the calls and no credit for these calls no promise of better service and no apologies. Additionally when I signed up I was told that I could upgrade and downgrade my account when I needed to with very little notice but when I tried to downgrade my account after upgrading during a busy month they said I was locked in for 60 days. When I decided to cancel my service they charged me for an additional month even though I had verified with the agent prior to canceling when we would be billed through to avoid overlaping service again. Their policies are inconsistant and they grab money wherever they can.

The agents did not handle the calls appropriately despite having a script. The messages taken were often incomplete, did not give me enough information to know how to proceed with the call e.g. if I had to call back, or client was only inquiring, or what the inquiry was, etc. Difficult to get ahold of them. I cancelled the service and despite of the 30-day cancellation policy, they decided to charge me for 50 days beyond the cancellation. It was a waste of money and loss of potential clients. Very disappointed on the service.

My first month after signing up, they overcharged me for excessively lengthy calls. Multiple calls described as "Dead air" lasting up to 105 seconds. I can understand 15 seconds and hanging up, but at least 12.75 EXTRA minutes of listening to dead air and charging me for that. Also, my office is closed on Fridays, so the script for Friday reads "The office is closed. Please call back during normal business hours." Calls on Fridays could last 5 whole minutes just to say those 2 sentences. I tried to address these overcharges with customer service multiple times. They just ignored my concerns. Like they purposely made the calls last longer to charge me more. 5/1/2024 Update: Thank you, Voicenation, for looking into it further and for making it right.

Lauri was very helpful in the initial onboarding process. She answered all my questions and provided helpful information. Would highly recommend Voice Nation.

We signed up for the service, I called about 4 times to test it to see how it worked. The first 2 reps sounded like they didn't want to work there, the third rep got our company name wrong. Easy setup but service wasn't good. It's not about the money either, we were willing to pay a higher price for better service. We ended up going with a referral company from our client.

We have been using voicenation for about a month. Everything seems to be going ok. My company is very happy with the customized scripting. My only issue is with occasional misspellings of information in the messages. Customer names, phone numbers as well as addresses have been recorded incorrectly. I don't feel this should be happening and the operator should make sure everything is spelled and recorded correctly prior to ending the call.

I've given VoiceNation two chances in six months, and both have been a waste of time. The bottom line is, they are only an answering service, nothing more. Two weeks of my life I'll never get back. Their management team is awesome, but their company structure is not meant for customization. If you're looking for any type of dedicated teams or controllable circumstances to keep a tight grip on your ad spends, then I'd go elsewhere. If you need robots, with no intuition then they're perfect!

Although they made some mistakes in my first month, they worked very hard to correct their lackluster start. Will be staying with this company for their dedication to customer service. They really seem to care.