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BBB Accredited Business since 03/09/2000
Access One, Inc.
Phone: (312) 441-1000
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Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Billing / Collection Issues||2|
|Problems with Product / Service||1|
|Advertising / Sales Issues||0|
|Guarantee / Warranty Issues||0|
|Total Closed Complaints||3|
Complaint Breakdown by Resolution
|10/21/2013||Billing / Collection Issues | Read Complaint Details|
Complaint Category: Failure to substantiate charges
Complaint: We contacted Access One to be our internet and phone service provider last year. In December of last year, a technician emailed us and said wanted to come by and install equipment and that our billing would start once he did this. We were remodeling our office space at this time and we weren't ready for the new service. We notified him via email on December 11th that we needed to delay installation due to the construction in our office taking longer than we anticipated. He said that it wouldn't be a problem and to notify him when we were ready. In April of 2013, we were ready for them to come out, install, and begin the service. They installed the equipment in May, got it up and running, and then sent us a bill for $5,617.42. These were charges for the months dating back to October of 2012. Their equipment wasn't installed and their service wasn't up and running, but they still charged us. When I asked them to remove these charges, they sent me a payment plan where I was to pay $468 over and above my normal monthly charges for a year. I emailed them saying that it was not an acceptable solution because they weren't providing service, and I am still waiting on a response. My last correspondence with my account manager was two weeks ago. In the meantime, I just received a threatening letter that they will shut off our internet services next week if I don't send them the full amount. This is not a way to treat a customer, it is completely unfair, and I have no idea why they would expect me to pay them over $5,000 for services that they did not provide.
Initial Business Response
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
|03/02/2012||Problems with Product / Service|
|10/07/2011||Billing / Collection Issues|
Telephone Companies, Information Technology Services, Data Communications Equipment & Systems, VOIP (Voice Over Internet Protocol) Sales & Service, Communication Consultants
Industry Comparison ChartX
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Chicago and Northern Illinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Access One, Inc. is in this range.
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:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
- Complaint resolved with BBB assistance
- BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
- BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
- BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
- Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
- BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
- BBB did not receive a response from business
- BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
- BBB cannot process complaint
- This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
BBB Complaint Process
Your complaint will be forwarded to the company within two business days. The company 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 company'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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