Smith.ai

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.

Thanks for the thoughtful review and for trusting us for the past three years — that means a lot. We’re glad our team’s responsiveness and partnership have stood out. We’re always here to help refine and improve your call handling so your firm can keep focusing on clients. We appreciate the recommendation and look forward to continuing to support you, Marcy!

Thanks so much for the kind words, Darla! Our clients’ success is our top priority, and we’re so glad Tony has delivered on that. We appreciate your partnership and are excited to keep building with you.

Thanks so much for taking the time to share this, Tina! We’re thrilled that Cesar made your onboarding such a positive experience — even when outside factors made things difficult. We’ll be sure to pass along your kind words to him! Thanks for trusting us with your calls.

We're glad you think so, Alexandros! Thanks for the review!

Thanks for sharing your feedback. We’re sorry this experience didn’t meet your expectations and want to clarify a few points for accuracy. AI Receptionist is designed to follow the call-handling rules set in an account, including when — or if — calls escalate to our human receptionists. In your case, multiple escalations to our human receptionists occurred through the caller-initiated escalation setting so that callers who explicitly request to speak with a human could still be helped. If your concern with settings not being saved is related to attempts to disable caller-initiated escalation, we completely understand how frustrating that would be. We can assure you that this is a rare occurrence. Unfortunately, no prior reports about this were shared with our team at the time, which limited our ability to investigate or resolve this sooner. Regarding cancellation, requests must be submitted by email so they can be properly documented and processed. In your case, once you reached out on January 14, you were scheduled for a follow-up on January 15, and during that meeting your cancellation was discussed and is now being processed. At no point was cancellation unavailable. It’s also worth noting that during onboarding, our team made multiple attempts to connect and help ensure your account was set up for success. Those outreach efforts went unanswered, and no feedback or issues were shared until the cancellation request. Even so, during our conversation, we offered a substantial accommodation and hands-on support to address your concerns — an offer that was ultimately declined. We take feedback seriously and are always willing to step in when something isn’t working as expected, if given the chance. Given our proactive outreach during onboarding, prompt communication during cancellation, and good-faith effort to resolve the matter overall, we’d ask that you consider updating your review to reflect the full context of your experience. We wish you the best moving forward.

Thanks for sharing this, Fernando! Switching providers is a big move, so it means a lot to know the difference is that clear. We appreciate you trusting us with your calls!

Thanks so much for the glowing review, Daniel! We love hearing that Smith.ai has been a true partner for your business — and that our team’s quick follow-up and problem-solving have made a real difference. We're also glad that our platform’s been easy to navigate. That’s exactly the goal: powerful, but not a puzzle. Really appreciate the recommendation, and we’re excited to keep supporting you as you grow!

Thank you so much for sharing this — and for being a Smith.ai client for eight years! That kind of long-term trust truly means a lot to us. We’re glad our combination of AI and human receptionists has continued to support your business needs. We really appreciate you trusting us to be part of your day-to-day operations. It’s a privilege to support your growth, and we’re excited to keep building alongside you.

Thanks for the kind words, Samantha! We’re glad the setup and day-to-day management have been smooth, and that AI Receptionist has been a strong fit for your growing firm. We appreciate you trusting Smith.ai with your calls.

Thanks for taking the time to share such thoughtful, balanced feedback, James. We appreciate your candor around what’s working well and where there’s room to improve. We’re actively evaluating how the flexibility of instructions and routing logic can be improved as our product continues to evolve. Feedback like yours directly informs how we prioritize those improvements on our product roadmap. We appreciate your business and look forward to continuing to supporting your firm. Lastly, to clarify: We at times offer a small thank-you for clients who take the time to leave honest feedback. There is NEVER a required rating, and reviews are always shared with full transparency on the client's side — whether the experience was positive, less favorable, or somewhere in between. We value real input because it helps us build a better product!

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.

Thanks for sharing, Tyler. We’re genuinely sorry your first experience didn’t reflect the level of responsiveness we aim to deliver. We’re taking this seriously and have already used your feedback to coach our sales team and tighten our preparedness and follow-through. This occurrence isn’t representative of our prospects' typical experience with us — but it’s feedback we’re actively learning from. We appreciate you taking the time to call this out, and we wish you the best moving forward.

We’re sorry to hear this was your experience. That’s not the outcome we aim for, and we take concerns about billing and trust seriously. To clarify the situation: We’ve reviewed our records carefully and were unable to find any cancellation request during your trial period. The first documented communication from you came on November 12, in response to a payment notice. At that point, our team acknowledged your request, worked to confirm the details, and later asked for your help locating any earlier cancellation message so we could investigate further. Unfortunately, we never received that information. Your account was subsequently canceled, and throughout the process our team made multiple attempts to follow up and resolve the issue transparently. We don’t deny cancellations, and we don’t continue service intentionally without consent — but we do rely on documented requests to make changes accurately. We understand your frustration, and we regret that this experience left you feeling unheard. At the same time, we stand by our processes, our communication records, and our commitment to operating with integrity. If you’d like to reconnect and review this with our support team directly, we’re always open to a constructive conversation.

Thanks so much for the thoughtful review, Cenmar! We’re proud to support Sparkle Restoration with professional call handling that delivers a true on-brand experience, whether it’s a late-night emergency or a planned remodel. It’s great to hear how our 24/7 coverage, lead qualification, and real-time scheduling have helped you respond faster and stay focused during your busiest moments. Providing enterprise-level coverage is exactly what we aim for. We appreciate the recommendation and are glad to be a strategic partner in helping you maintain your boutique approach while never missing a critical call.

Thanks so much for the kind words, Zach! We’re glad Smith.ai has made call handling simpler for your business — from a smooth setup to fast, helpful support when you need it. It’s also great to know the call summaries are making follow-ups easier for your whole team. We appreciate you choosing Smith.ai and are excited to continue supporting your growth.

Thanks for sharing this, Tom! We love that AI Receptionist is keeping your firm covered around the clock and making sure every potential client is captured.

Thanks for the kind words, Enrique! We’re glad our service fits your business needs and delivers the level of professionalism you expect. We appreciate you trusting us to handle your calls and look forward to continuing to support your success.

Steven, thanks for taking the time to share this! It’s great to hear that we've become an essential part of your fast-paced day-to-day. We’re proud to be in your corner and look forward to continuing to support your firm's success.

Thanks for sharing, Valentin! We’re glad the platform’s working well for you — and even happier to hear our onboarding team made such a strong impression. Thanks for trusting us to support your business!