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Description

Grande Communications is a telecommunications company providing residential and business customers with high speed internet, local and long distance telephone and digital cable services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Grande Communications meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Grande Communications include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 51 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

51 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 21
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 24
Total Closed Complaints 51

Additional Information

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BBB file opened: April 04, 2000 Business started: 11/01/1999 Business started locally: 11/01/1999 Business incorporated: 04/12/2000 in TX
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Marie Lew, RCN
Contact Information
Principal: Ms. Marie Lew, RCN
Business Category

Cable TV, Internet & Telephone Installation Service

Products & Services

Grande Communications sells the following brand(s): Tivo

Grande Communications offers the following product(s): Digital Cable Services, High Speed Internet, Local and long-distance telephone

Method(s) of Payment
Grande hasmultiple options for our customers to make their payments that are easy and
convenient. Customers may make a payment online for no charge at billing.mygrande.com, use our toll-free Express Payment
System at 877-654-1414, at one of our local offices, or by mailing in your
payment. You may also make a payment over the phone with one of our friendly staff for a $3.50 convenience
fee.  HEB and Speedy Cash are also recognized as payment centers for our
Grande customers, but please keep in mind it can take up to 3 business days for a
payment at a third party location to process through Grande. (There may also be
a convenience fee charged at the pay station which is not Grande related.)
Refund and Exchange Policy
Grande Communications’ residential
service does not have contract terms so customers can cancel at any time. 
Grande also offers a 30-day risk free trial.  This trial must be stated
before the installation of services
Alternate Business Names
ClearSource Grande Communications Networks, LLC
Additional Information

This company's corporate offices are located at 1825-B Kramer Lane, Suite 100, Austin, TX 78758.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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