We used MoneyPenny from September 2025…
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.