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A BBB Accredited Business since
BBB has determined that Nextlink 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Nextlink include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Gary Russo, Financial/Business Controller
Internet Services Internet Shopping
Alternate Business NamesAMG Technology Investment Group LLC NextLink Broadband
Industry TipsInternet Sales
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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Additional Phone Numbers
- (817) 609-8006(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: On 6/26/2015, I recieved a text from Nextlink saying they would be out on Monday for a service appointment between 1 to 5. there was no other information about why they were coming. when the tech arrived he said he was here to disconnect service because of declined payment. there was no previous contact from an established email address, no phone calls or texts. I have recieved emails from Nextlink previously and thought that as a reputable company they would send some kind of notice. payment was declined because my debit card had been compromised by a data breach and was replaced. Nextlink has sent numerous emails in the past and for whatever reason did not use their same process this time. when I contacted the customer service I was treated in a very unprofessional, rude and disrespectful manner. I have never experienced such rudeness and unprofessionalism in my entire life. customer service refused to let me speak to a supervisor or even make an effort to resolve the issue, customer service spent more time making their best effort at being rude. We lost service previously due to technical issues and they said it would be over a week to repair however they would not credit the downtime, so we had to pay for time their system did not work. this is a very unprofessional way to run a business and if the owners do not know about it they need to and if they know and don' t correct issues like this and more they shouldn't be taking money and have all the fancy posture statements about customer service especially when what they say and what they do are completely opposit
Desired Settlement: billing adjustment and work on better customer service and notification procedures
o 5/27/2015-Customer called customer service stating no service. Customer while on the phone stated his internet was back working and phone call was terminated.
o 6/6-Email to customer at customers provided email was sent advising customer of payment decline. Customers payment was declined.
o 6/8, 6/11, 6/14 & 6/17-customer was emailed regarding overdue status of account to email provided by customer
o 6/10, 6/14-customer was emailed regarding payment being declined. Email used was the email provided by the customer.
o Customer service was suspended on 6/20/2015 for nonpayment.
o 6/29/2015 – customer was scheduled for an equipment pick up as no attempt to bring account current and restore service was made by customer.
o When our tech arrived at the customer location on 6/29 customer advised our tech they wanted to restore their service.
o Customer called management due to being upset at being charged a reconnect fee. She stated she didn’t check the email address she had provided very often and she felt she should have received a phone call before we disconnected service. It was explained to the customer our process but customer was still unhappy. Customer paid balance, provided new billing and email address and has since had service.
I do not feel they ever addressed my issue when my service went out because of a storm and they told me it would be at least a week before they even looked at it - no internet for a week and I never received any kind of a credit and no apologies for the long interruption.
As to the service call: I never got the billing emails - they went to SPAM. I received numerous emails from them in the past and they all went through my inbox. I didn't realize that they would send a billing issue any differently than any other emails they sent. I do not check my SPAM - if I wanted to check spam emails then there would be no need for spam folders. I was never notified that email would be their ONLY means of communication. I have never dealt with a company that did not communicate by phone or US Postal service. I was not told that the only communication I would have with them would be through email. When I talked with them about the reconnect fee they said they do not communicate by phone or mail. However, I had received texts from them on my phone before so I DO NOT ACCEPT that answer from them. When we started having trouble with the internet I got a text saying that I was scheduled for a service call. I was never told that I was scheduled for an equipment pick up - I was told it was a service call and I thought that they were coming to fix my problem. If I had been notified that it was for equipment pick up then I would have realized that there was a problem and would have called them before they came. I feel that they were being DECEPTIVE by saying that it was a service call so that I would not know what was going on just so they could get the service fee from me. I also feel that they are being DECEPTIVE by saying that they do not make phone calls or have the means to call customers especially when they can send a text about service calls so easily. I feel that they could send message about any other problems also.
I feel they have extremely poor customer service and do not treat customers in that way that I feel a respectable business should.
Problems with Product/Service
Read Complaint Details
Complaint: Misinformed on contract agreement; I was told if I moved to a area NextLink did not service that they would waive the ETF fee, altogether. I called to cancel and they still charged me ETF Fee. After explaining everything, they were not taking responsibility for their technician, even though I took full responsibility for signing a year contract with them.
Desired Settlement: Return $200 ETF Fee
I have given a quick synopsis below relative to this customer complete. I believe the complaint was made prior to the arrangements that were made. In other words she likely launched the complaint first and then contacted us to see if we had options. We have low rates and no data caps or overages on our bandwidth and for that reason we do require the one-year contract and a termination fee. We always work with these customers to come up with a mutually beneficial solution in the end. Let me know if you have any questions. The customer did call in with a complaint about our $400 early termination charge that is detailed within the 1 year contract signed at time of service. The following additional actions were taken to assist the customer with their original grievance with the termination charge: · The termination fee was lowered to $200 · The customer agreed to the lowered term fee. · NextLink arranged to take monthly payments that are congruent to the customer’s budget · The customer then asked if NextLink could simply transfer the service to her mother § NextLink agreed to do this and waive all termination fees. § The customer’s mother was scheduled for installation on July 23.
Customer Reviews Summary