Smith.aiReviews of smith.ai

Response from Smith.aiFeb 19, 2026

Hi Jennifer, we’re really sorry this was your experience. That’s not the standard we hold ourselves to. To clarify a few points — the volume of spam calls you received is not typical, and assigning a number that would generate that level of spam is absolutely not intentional. When you raised the concern, we worked with you on several solutions — including removing 10% of spam calls from your monthly total, offering additional call filtering and IVR options to reduce unwanted calls, and ultimately replacing the phone number to fully resolve the issue. Once the new number was live, you confirmed the spam calls had stopped. However, since we only remove 10% of spam calls from billing, there was still a number of calls that were eligible to be charged under our policy. At some point, you requested a full refund for January, and while we were unable to approve that request, we did approve a credit for February. Unfortunately, it seems this credit was not clearly communicated. We understand how that miscommunication added frustration. We also want to be clear — we never aim to make cancellation difficult. Our team has been actively responding throughout this process. We stand by making things right when something doesn’t go as expected. That’s why we’ve offered six months of complimentary service so you can experience the platform without concern about overages and with the corrected number fully in place. If you’re open to it, we’d still welcome the opportunity to reset and deliver the level of service we’re known for.

Response from Smith.aiJun 17, 2022

Hi Benson, we’re thrilled to have you as a customer and to hear that you’re happy with the service of our receptionists. You identified two specific issues with your initial experience that are not representative of what we typically see and would like to respond to. The first had to do with the initial forwarding of your calls. Unfortunately, there was a gap in communication where we were waiting on your confirmation for a particular piece of information that we needed before we could complete your account setup. As you initiated call forwarding before this step was completed, this resulted in the scenario you described where calls were not answered the weekend of April 2nd. Once this was resolved on Monday April 4th, your account setup was completed and call answering started flowing correctly and smoothly. The second had to do with your account billing. As you mentioned, having two accounts caused some confusion from a consolidated billing standpoint. As you had paid the invoice tied to one of the accounts but not the other, when the billing team did not hear back from you regarding the second invoice, unfortunately they set that account to redirect for non-payment which caused calls to be routed directly to you for a short time. We recognize that this second issue could have been avoided with better internal communication and provided you with both a credit of 20% as well as a prorated refund. Again, we’re so happy to have you as a customer and look forward to continuing providing our excellent service to you.