customer
Lack of integrity and honesty
We worked with Smith.ai for most of 2025. At first, we enjoyed the support from the live answering service. Unfortunately, the only time I heard from anyone at Smith.ai was when a member called me to upgrade my plan. I told the representative we did not need the extra call volume and he assured me that it would only work out in our favor by changing our plan. Fast forward 4 months later and I realized we were over paying by more than $700 / month. I called the support team (not easy to get someone) and explained the entire situation. The representative was polite and assured me that she would be in touch soon with a resolution. Never heard from her so I called the following week and got a gentleman on the phone this time. He had no record of the lengthy call I had previously had with the female rep. With no resolution I decided it was time to part ways with this dishonest company. Over 5 months they ripped us off for over $3,000. DO NOT MAKE THE SAME MISTAKE WE DID BY HIRING THIS COMPANY! Just read your dishonest reply. If you would listen to the recorded call from May that is not how the conversation went. Also, in November why would you not adjust the plan after I called and asked. That phone call did not exist the next time I had to track down a support person. You need to look at your operations more closely and the dishonest that is being sold to clients. Shame on you.
Response from Smith.aiDec 30, 2025
We’re genuinely sorry that this was your experience. We take feedback like this very seriously — especially when it calls our integrity into question. Transparency and clear communication are core to how we operate, and we don’t take those standards lightly. While we regret your frustration, we want to be clear that all plan changes, billing, and usage expectations were communicated directly and consistently throughout your time with us. You later approved the plan upgrade referenced in May based on your call volume at that time, and it was clearly explained during the upgrade that clients are responsible for monitoring their usage for underutilization to downgrade as needed. When you requested a downgrade in November, our team promptly provided options, but we did not receive your approval to implement the change before the next billing cycle. At this time, you disputed the charges with your card issuer. All charges reflected services that were actively provided and used, which is why your card issuer ultimately resolved the disputed charges in our favor.