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Rainier Connect

Phone: (253) 683-4200 Fax: (253) 683-4215 View Additional Phone Numbers 2516 Holgate St, Tacoma, WA 98402 View Additional Email Addresses

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This company offers telephone communication services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rainier Connect 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.

Customer Complaints Summary Read complaint details

6 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 6

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Rainier Connect
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: December 01, 1999 Business started: 03/01/1910 in WA Business started locally: 03/01/1910
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Department of Labor & Industries
7273 Linderson Way SW, Tumwater WA 98501
Phone Number: (800) 647-0982

Type of Entity


Business Management
Ms. Danielle Clausen, Controller Mark Carrier, Regulatory Manager Lorie Lee, Sales & Marketing Manager Ms. Debbie Reding, Sales & Marketing Manager Amanda Singleton, Customer Care Manage Teckla Wikander, Customer Care Supervisor
Contact Information
Principal: Ms. Danielle Clausen, Controller
Customer Contact: Amanda Singleton, Customer Care Manage
Business Category

Internet Access Provider Telephone Communications Telephone Service - Long Distance Television - Cable, CATV & Satellite Internet-Based Telephone Service Advertising - Television Wired Telecommunications Carriers (NAICS: 517110)

Alternate Business Names
Mashell Telecom Inc

Additional Locations

  • 2516 Holgate St

    Tacoma, WA 98402 (253) 683-4200 (360) 832-6161


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

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/2/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Rainier Connnect bought out my original internet provider. They somehow didn't get my card information updated in their billing system and came to my home to disconnect service. When I refused to pay a $50 reconnect fee for a service that cost me $32 per month I found a new provider. Rainier Connect is holding my router hostage until I pay them for services I didn't receive. The equipment for my internet service is MINE not theirs they have no right to hold my router hostage as if they own my equipment. This is illegal and I want them penalized and my equipment released!! I called the customer service many times and they do not care about anything except getting payment for services they didn't provide.

Desired Settlement: Stop holding my internet router hostage so that I may use another provider. They are forcing me to stay with them an not allowing me to move on to another service unless I pay them and I am not paying them because I am not happy with the way they treated me and I didn't get the level of service I had when I was with the other company. I want my router released today so that I may conduct business for income.

Business Response:

****** ***** *******


In response to Ms. ****** complaint here is a summary of her balance and payment history.


On 2/5/16 the recurring credit card payment for $32.95 (service period 2/1 – 2/28/16) was declined.  On that same date, Ms. ***** emailed Rainier Connect to notify us her card had been compromised and she would call in on 2/26/16 to pay her bill.  At that time we removed the compromised credit card number from her account and also waived the declined credit card fee. 


On 2/29/16 Ms. ***** made a partial payment of $12.95.


2/29/16 Late Fee of $0.13 is applied to the account.


3/1/16 monthly charge of $32.95 is applied to the account (service period 3/1-3/31/16). No payment on record in March.


3/31/16 Late Fee of $0.53 is applied to the account.


4/1/16 monthly charge of $32.95 is applied to the account (service period 4/1-4/30/16).


4/12/16 Payment of $53.08 is made to the account.  This payment covers, remaining balance for February ($20.00), all of March ($32.95) and February late fee ($0.13).  Balance of $32.95 for April is due 4/20/16.


4/25/16 Late Notice is sent.


4/26/16 Late Fee of $0.33 is applied to the account.


5/1/16 monthly charge of $32.95 is applied to the account (service period 5/1-5/31/16).


5/16/16 Account is disabled due to non-payment.  Final balance remaining on account is $50.28.


               $32.95 April 1 – April 30

               $00.53 March Late Fee

               $00.33 April Late Fee

               $16.47 May 1 – May 16


After an account is disabled for non-payment Rainier Connect does leave the modem’s MAC address active in the system until balances are collected.  This does make the modem unusable with another Internet Service Provider on the Click! Network only.  Upon collecting payment the MAC is released.  If Ms. ***** feels she has made a payment we do not have on record we would be happy to research it.



Consumer Response:

Complaint: ********

I am rejecting this response because:

They should not hold my modem hostage at all no matter what carrier I am using and I am pretty sure it is illegal.  I will escalate this to the Washington State Attorney General's office.  Thank you for getting me confirmation in writing from them about their illegal business practice.


****** *****

Business Response: Customer paid the outstanding in full on 7/14/16.  On that same date the modem's MAC address was released and became available for use with another provider on the Click network.  

6/1/2016 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I am forced to go through Rainier connect for Internet service as they are the only provider in my area. In the six or so years we have had this company their internet service has been spotty at best, I am constantly calling Tech Support or spending my time power cycling the modem to resolve issues of slow internet or loss of service and receive a different explanation as to why ranging from ,its my router or too many devices but no one gives me a consistent answer or solution. I have asked for credits for the days that the internet has been lost or slowed with no success. In order to file this complaint I am forced to use the internet on my cell phone which has in the past incurred overages on my cell phone bill. The monthly charge for Internet service has steadily gone up over the past 6 years but the quality of service has not gotten any better to match the price increase. I have seen on social media that a lot of other people in my area of rural Eatonville have the same issues with this company but also have no alternative internet provider.

Desired Settlement: I would like to see this company provide consistent internet service for a reasonable price moving forward

Business Response:

Mr **** subscribes to our “Up to 6Mbps DSL Internet”.  As it states in our disclosure, which can also be found on our website:

*Up to 6 Mbps and 12 Mbps available in 80% of our rural community. Speeds available are dependent on the distance from Rainier Connect equipment. DSL Broadband requires a 6 month contract. There is a 30-day trial period. If the Customer cancels service within the first 30 days there will be no penalty, however, the customer will be charged for the first full 30 days of service. Customers who cancel service after the first 30 days of service will be charged a $25 default fee. All Internet Services are subject to our Internet Service Acceptable-Use Policy. Speeds may vary based on customer equipment.

The above mentioned speeds are what can be expected from a single device connected directly to the modem and not via wireless.  The introduction of routers, switches, wireless and multiple devices (gaming devices, tablets, computers, phones, streaming devices, etc) will all have impact on the users experience and connectivity. 

Our network team has the ability to monitor the DSL circuit to Mr. ****’s home and can see the connectivity to the modem has been stable and without loss of connection for the past several days.  We will continue to graph and monitor the connection. 

While plans are underway to upgrade the services available in Eatonville it is too soon to project a date that these upgrades will be available to Mr ****’s service address.  The upgrades require building fiber over our existing copper network which are both time consuming and costly. 

The rates for the DSL service have remained the same at $41.95 and have not increased since the date he ordered the service.  However, there have been FCC regulated rate increases to the local telephone service charges which are on the same bill as the DSL service.

We are more than happy to coordinate a site visit to trouble shoot connectivity concerns with Mr. **** if he would like to contact us by phone and coordinate a time that works well for his schedule and our technician’s.  He can work directly with Teckla W*******, our Customer Care Supervisor.  Her direct line is 360-832-4089. 

8/8/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We are a small family owned business in Eatonville area. We are not in the office a lot of time and we wanted to have a phone system with a phone tree that would answer customers questions or forward the calls to our cell phones. We were quoted a cost of $135/ per month for the main phone, call forwarding, phone tree and internet. We also needed the phone line for our credit card machine. We realized right away that we needed to add another phone line because our credit card machine did not work when we were on the phone. When we got our 1st bill we were shocked at the cost, which was twice the amount quoted to us. When I contacted Rainier connect about the amount, I was told that there were taxes on each phone line. The taxes amounted to almost as much as the quote of $135/per month. I said that we can't afford these costs which are much higher than what the contract stated. I said that we are not happy with this contract and that it was not the cost that was quoted in the contract. I was told that we have to stay in the contract for 3 years, and that we basically have no choice. This was in the first month of service. We decided to remove the phone tree and call forwarding and 500 minutes of long distance charges to reduce the cost. Once we removed the phone tree, our business went down hill. People can no longer reach us if we are not in the office and many do not leave messages. We have missed many potential customers because of this situation. Once we removed the phone tree, call forwarding and long distance, the bills were the same or higher than the original quote with all the services. I have tried to resolve this issue with them through many emails and phone calls. I have said that either they need to honor their original quote of $135 for all the services, or we want out of the contract. They replied that if we were to terminate the contract we would have to pay $1,468.00. We want out of this contract we have been in for 2 1/2 mths.

Desired Settlement: We want out of this contract with Rainier connect. We have not been happy with the service that we have had since signing the contract 2 1/2 mths. ago. We were lied to about the costs of the services, they have not fullfilled their end of the contract. We do not feel that we should have to pay an penalty for early cancellation of a contract that we have not been happy with since we started it. They need to be held accountable for their misrepresentation of the costs of doing business with them. This has affected our profits for our business by 20% in July, down from last year. This is the first time our profits has gone down in five years of doing this business, and we hold Rainier Connect responsible for that fact.

Business Response:

*** ****** ** ******** **** ****** entered into a binding 36 month contract for Commercial Telephone and DSL services. The terms of the contract she signed have a Cancellation of Services provision (contract attached see Term 5. Cancellation of Services). Also highlighted on the contract is the following statement, “In addition to charges listed, the applicable taxes and surcharges apply as stated in filed tariff.”

The term is as follows:

5.CANCELLATION OF SERVICE: (A) Customer may cancel a Service, without liability except for payment of charges incurred prior to the cancellation date, by written notice, if aService is not available on the ninetieth day following the requested Service Date for that Service, or at any time up to 72 hours in advance of the cutover date/time for a Service (however, receipt of such notice within such period does not guarantee effective cancellation and Customer may be charged for late cancellation). (B) If Customer cancels a Service for reasons other than those permitted by Section 5(A) hereof, or if Rainier Connect terminates the Service or the Agreement for any reason, including non-payment of charges by Customer, then Customer shall immediately pay to Rainier Connect all charges for Services provided up to the date of termination plus an amount equal to fifty percent (50%) of the remaining monthly charges for the Term of the cancelled or terminated Service. (C) Rainier Connect has the right to cancel this Agreement for any Service at any time if Rainier Connect is prohibited from providing a Service by a government agency or court, or is prevented from providing the Service due to the unavailability of facilities or equipment necessary to provide the Service. (D) if Customer terminates inbound/outbound long distance Service prior to completion of its term commitment, Customer shall pay an early termination penalty calculated by multiplying the number of months remaining on the contract by 15% of the Customer's average monthly long distance usage during the term of the Agreement.

Mrs. ***** was quoted a monthly recurring cost in her contract estimate of $135.85. As explained in the July 8, 2015 email (attached as ******** Email Regarding May bill) we clearly outlined her May bill prior to taxes:

“For May your monthly cost without taxes came to $137.85. I had quoted $135.85, but call forwarding was added for $2/month which brought it to $137.85.

Taxes on the monthly cost was $ 26.18 which brought the total to $164.03.

So it was only an additional $26.18 for taxes over the $135.85 that was on the quote to you.

Partials for April 16 through April 30th were $77.44.  That total includes the partial monthly & taxes for April.

$164.03 + $77.44 = $ 241.47

$241.47 is the total amount for your services starting on April 16th through May 31st.

So you actually paid for a month and 1/2 of services.”  

Please note that we do not quote taxes as they are not within our control and can change if the tax rate is adjusted. 

We are aware that Mrs. ****** was frustrated with the cost of the taxes, but since that is not within our control and we provided the services under the contract and even made adjustments to the contracted service to help lower her bill we are holding her to the contacted terms. I have included emails we have sent her that clearly break down each month’s costs in addition to her bills and a copy of the signed contract.

In addition to her monthly recurring bill, you will see that there are partials for any changes made to the services during the month. Since Mrs. ****** has opted not to pay her bill on time, she is also incurring additional late fees. 

The service we agreed to provide works as we said it would and Mrs. ******** only dispute were the taxes above the contracted monthly estimate of $135.85 not including taxes and surcharges.  We also waived all installation costs, which would have been an additional $84.95. 

I understand that Mrs. ****** believes her business is suffering because the services are not working properly, but the services are working properly. She has had some of the original contracted features removed to reduce her monthly costs, which also restricted her feature options. 

The service was installed on 4/16/15 and the customer first contacted us on 6/11/2015 to question why her bill was so high. At that point our representative explained that the charges included prorated charges for April, full bill for May and a full bill for June. She was also told that services removed on 5/29/15 were removed and refunded to the account but would not show on the June bill due to timing with bill printing. Customer stated she would speak to Commercial Sales.  On 6/24/15 she called again requesting to cancel services, this is just over 2 months from the original installation and at the same time as her first payment was made. 

As the department manager, I have worked with my sales team to help provide Mrs. ****** with a very clear understanding of her bills. She has continued to protest the taxes. 

Based on the fact that her services do work as contracted (prior to customer made changes) and that we have not only maintained our estimated monthly pricing of $135.85 before taxes and surcharges, but also let her reduce her services to lower the monthly rate that she is obligated for the terms of the contract she signed. If she cancels her services, she will be charged and early termination fee as outlined in her contract.

Thank you and please contact me if you have any additional questions,

Lorie L**
Sales & Marketing Manager
Rainier Connect


10/2/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: I had internet service with rainier connect for 10 months. In July 2014, i called rainier connect because i was moving and wanted to transfer my service to my new place. I was told they did not offer service at my new place, so i had no choice but to disconnect. In August i received a final bill with a $50 charge-because i terminated my 12 month contract early, i had to pay back the $5 discount i received every month. I believe this practice is unfair. Every company i have been with, if i moved and they did not offer service at my new place, i was allowed to disconnect with no extra charges. I am asking for this $50 charge to be removed from my final bill.

Desired Settlement: I would like the $50 charge removed from my final bill.

Business Response: Initial Business Response /* (1000, 7, 2014/09/25) */ Although we can confidently say we do not feel that we misled Ms. ***** in any way, Rainier Connect is willing to work with her and fully cooperate to reverse the $50.00 contract default fee as a courtesy to the customer. We have completed the credit with service order #XXXXXX. Ms. ***** can either manually adjust the amount of her final bill when she sends that in, or wait for an adjusted billing in October, whichever she prefers. Rainier Connect would like to offer a further explanation for the $50.00 charge. Upon attaining service with Rainier Connect Ms. ***** had opted for a promotion that specifically offered a free install valued at $50.00 with the agreement from her that she would keep the services with us for a minimum of 12 months. At Rainier Connect we believe that we are very careful to go over the rules of the contract and the results of defaulting with all new customers. The other option that would have been available to Ms. ***** upon signing up would have been to decline the promotion offer and pay the regular charge of the $50.00 install fee up front, and therefore have a month to month service that she had the freedom to cancel at any time without penalty. Initial Consumer Rebuttal /* (2000, 10, 2014/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/23/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: n May, 2014 a process server delivered a collection notice from ******* ***********. In reading the document to find out what this was for it took some to find the one teeny, tiny one line statement (several pages back at the bottom of a page) on the notice to see this statement was for a balance due to Rainier Connect from 2012. The statement claims $453 is due to Rainier Connect plus filing fees (filed in October 2013 according to the document which is also barely readable) in the same amount for a total of $974.85. It does not show what court the notice was filed in October 2013 or why there was an approx. 6 month delay to May, 2014 when the notice was delivered. I did cancel service with Rainier Connect in May, 2012 due to medical reasons (cancer treatments) because I was unable to afford the service any longer. (At no time after the service was cancelled service and May, 2014 Rainier Connect did not attempt to mail a statement to my home or call about the account to settle any balance due). A certified letter mailed May 27, 2014 from ******* *********** to my place of employment contained an application for writ of garnishment as if filed in Pierce County Court, does not contain a Pierce County Court stamp, has the original signature of the attorney working for ******* ***********, and again does not disclose who the attempt to collect the debt is for, just amounts. Another letter dated July 3, 2014 and mailed to my place of employment requests information for wage garnishment and again does not disclose who the collection amount is for. I am requesting assistance to settle the account directly with Rainier Connect. The information on the documents from ******* *********** cannot be verified or trusted. Product_Or_Service: Internet Service

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request that I be able to settle the final bill amount with Rainier Connect personally if Rainier Connect can prove the amount of $453 is the actual final amount due on the account and to make payment arrangements directly with Rainier Connect office in Tacoma whether in whole or part until the account is settled.Thank you,******* *******

Business Response: Initial Business Response /* (1000, 7, 2014/08/06) */ In response to Ms. *******, Please see the attached billing statements that cover the time period of April 2012 through July 2012, respectively. Each of these statements will show the mailing address in which Ms. ******** Rainier Connect bills were mailed. Each months' totals are also accompanied by details outlining how the totals were determined. Due to their age, these documents were pulled from old record files, therefore they are shown in plain text and not our usual stationary. This is the reason you will see some hand written notes labeling each total on the first page of each of the statements. At Rainier Connect we are compassionate and empathetic to customers unique payment situations and attempt to make appropriate accommodations whenever able, within reason. Our billing system does note each time this takes place, as well as any notes that accompanied discussions with Ms. *******. Our standard practice ( as was in 2012 )is to allow for 1 payment extension within a calendar year. An example of this would have been a case in which Ms. ******* was billed $229.92 on December 1, 2012. The bill was due upon receipt and marked to please remit payment by no later than 12/20/12. The date of 12/20/12 passed *** we mailed Ms. ******* a reminder in addition to the bill from 12/1/12. She responded to the reminder that was mailed to the same address, and we agreed to give her an extension to 1/21/12, equaling over 1 month extra time to pay. On April 9,2012 Ms. ******* was again carrying a past due balance of $225.80 and called our business office asking for an additional payment extension. We informed her at that time that unfortunately we were unable to make another extension on the billing so close to the recent extension in January. The notes on her account state as follows: ******* CALLED TO GET Payment Arrangement - SHE ALREADY USED 1 THIS YEAR, LET HER KNOW SHE CAN GET ANOTHER ONE IN JAN13 / QTD RECON FEES IF ACCT IS SUSPENDED - SHE WILL SEE WHAT SHE CAN DO - AWARE SHE HAS UNTIL 5PM TOMORROW 4.10.12 TO AVOID DISRUPTION The following day, 4/10/12 we received a payment of $225.80 from Ms. ******* service for the months of February and March 2012. Ms. ******* services were not interrupted, but that was the last payment we received from her. There was no customer initiated correspondence marked in our system from that date forward from Ms. *******. Further services were extended from the dates 4/1/12 through 6/25/12 and statements for these services were sent to the same address (attached). Eventually to our dismay Ms. ******* services were disconnected by a service order initiated by Rainier Connect on the date of 6/25/12 due to lack of payment. At that time Ms. ******* was also billed a total of $109.39 to cover the cost of equipment that she was leasing that had been unreturned to Rainier Connect. This equipment charge is included in the $453.55 total mentioned. We are aware that people do have difficult life situations, therefore our standard practice is that even after we have had to send multiple bills, reminders, and eventually are left no choice but to terminate services for lack of payment we do also give customers an additional chance to settle accounts with us on their own before sending to collections. In this case we did not send Ms. ******* account to ******* *********** until 7/25/12, giving her a full extra month to make contact with us. Rainier Connect feels that we have made every effort to settle the account with Ms. ******* within a reasonable amount of time. It is now over 2 years later and in this timeframe according to our records Ms. ******* has not attempted to make contact with us to discuss the billing or make payments. If Ms. ******* has now decided to take care of the past balance with Rainier Connect under a payment plan we feel that at this point she should attempt to work with our contracted collections company, ******* *********** to see if that is an option for her. They can e reached at *************** As for the amount of $974.85 listed on Ms. ******* garnishment it is possible that there may be items included from other parties not affiliated with Rainier Connect included in this dollar amount, as that would normally exceed the fee associated with a collections amount of $453.55. I would encourage Ms. ******* to inquire with ******* *********** regarding further details on this matter. Thank you. Sincerely, ****** ******** Rainier Connect Customer Care Supervisor ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 9, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rainier Connect states they only give customers one payment extension request per year and in times of hardship are not willing to make adjustments to their guidelines. How is that being compassionate and empathetic to what people are going through in today's world? As they state, I requested two payment arrangements. Only two. To make the payment they were not willing to extend I borrowed the money from family. Rainier Connect sent my file to collections on July 25, 2012. ******* *********** made no attempts to contact me at my residence, or by phone for two years. Now in July, 2014 they request immediate payment of an amount (not verified still) including garnishment of wages. ******* *********** was sent a letter on July 23, 2014 from my boss that a complaint had been filed with the BBB disputing the amount and until such time as a resolution is made with Rainier Connect they would be notified. They have called my place of employment twice since receiving the letter. Solution: Rainier Connect is more than welcome to pick up the equipment they claim is worth $109.39. That would reduce the amount due to them (again not verified) $344.16. I would be willing to pay Rainier Connect this amount ($344.16) to settle the account in full. Rainier Connect is requested to cancel the collection account with ******* *********** and cancel filings with the Pierce County Court. Final Business Response /* (4000, 11, 2014/09/08) */ As a business referring customers to ******* *********** it is important for us to know that they are practicing in sound business ethics that mirror Rainier Connects'. Therefore, we did extensive research with ******* to make sure there were adequate attempts made to make a reasonable and fair effort to allow Ms. ******* to make payments and/or clear the debt. Rainier Connect believes that the charges Ms. ******* owes are valid. Although the equipment Ms. ******* was using at the time of her service was of initial cost to us and was of the latest technology at the time, things do change quickly in the communications arena and we are no longer purchasing or offering the equipment Ms. ******* is now asking to return for a refund. Therefore we are not interested in accepting it back to discount her debt. Between the months of Sept 2012-January 2014, Fairway attempted multiple phone calls placed to 8 different contact numbers associated with the customer with partial success, at least one of the phone calls resulted in Ms. ******* ending the call once she learned who was calling for her (with no words exchanged). Another documented successful contact call ended in Ms. ******* stating she would have to call ******* back at a later time regarding the debt, which she failed to do. Multiple written notices and requests were also mailed to 2 different Tacoma mailing addresses associated with the customer with no response. In September 2013 after 1 year of attempts with no response or effort from Ms. *******, ********** next course of action was to file for paperwork to get permission to serve her with a court order to take care of the debt. This court order was awarded to ******** and in January 2014 Ms. ******* was personally served papers at her place of employment requesting to appear in court within 20 days to tell her side of the story and again given a chance to take care of the debt before a garnishment might take place. Ms. ******* did not appear in court as was offered to her and she waived her right to dispute the proposed garnishment. ******* was then granted a judgment to start the process of garnishment. As a result, ******* has either assessed the following interest charges and/or incurred the following costs in their extension collections efforts with Ms. *******. Assessed by ******** $86.79 Interest Non-Refundable Incurred Costs that ******* has paid regarding Ms. ******* : $200.00 Attorney fees $132.97 Court costs $153.00 Filing fees These are no longer negotiable as they would not be refunded by the court system to either company ******** or Rainier Connect). Even in the event that we decided to now meet in the middle, because of these legal charges, the time for that solution has been surpassed ***** many missed opportunities on Ms. ******* part. At this point Rainier Connect would suggest that Ms. ******* cooperates with the court system regarding her garnishment.

5/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We are not getting a constant connection. This has been going on over a year. We have taken days off for someone to come to house to look at situation. My husband took the last time and a full day. The Service works for a while then cuts out, especially near 9:00 pm almost every night.We are only home in the evening and expect a working internet for the cost we are paying for. I feel we are not taken seriously. The problem is either a non qualified workers,or just plain bad connection to our house. We want it fix!

Desired Settlement: We want the internet to be working. We plan to sell and move on, but we want to say this Service is fixed and person who buys this place can count on Rainier Connect. If not solved we will suggest "not to acquire this service".

Business Response: Initial Business Response /* (1000, 6, 2014/03/21) */ March 21, 2014 RE: BBB Complaint Case# ******** Better Business Bureau, I am writing on behalf of Rainier Connect in response to the BBB Complaint, Case ********, submitted by *********** regarding their ongoing Internet service troubles. After reviewing the history of ****** and ******* ******* Internet service account and trouble history I do see where they have been reporting for over a year's time intermittent slow speed troubles. It is unfortunate that we have not made the ****** feel that their trouble is important to us as Customer Service is a high priority to us. The feedback they have provided is helpful and we always have room to improve. While our support teams have made extensive efforts to resolve their service experience we have yet to determine just why the service is networking properly and consistently. We have checked the lines providing services to their home multiple times and as best we can tell they are in great shape. We have moved them to a different line card in the cabinet they are serviced out of to eliminate the possibility that another user on the same card as they're on might be impinging on their speed. We have replaced the modem twice as well. After each of our efforts we performed a successful speed test and the service continued to work for varying periods of time but we have yet to identify the cause of the problem. After having had multiple technicians check the facilities in the field and review connectivity from our Centralia Office (where all services connect back to our network) we became suspicious that something inside the ******* home might possibly be contributing the poor service. Most recently we lent the customer a**** to plug their modern/ router into to eliminate the possibility of a power fluctuation issue, but that has not remedied their trouble either. We have looked at the account history of other customers served out of the same cabinet as the ****** but there have been no similar complaints of slow speeds. We are continuing to work with the ****** to get to the bottom of the problem, but so far have not identified the cause of this ongoing trouble. ******* ***** will be stopping by our office this afternoon to return the**** and speak with our Customer Care Supervisor. At that time, if Mr. ***** is agreeable, we will coordinate for our Outside Plant Supervisor to go to their home during a time in which the service is not working. Troubleshooting while the trouble is actually occurring may help us to identify the root cause of the problem. We are committed to seeing this trouble through to the end and identifying what is causing the service issues so that we can permanently resolve the problem. Again, I regret that we left the ****** feeling as though we did not take their trouble seriously. After receiving this complaint and. reaching out to trouble shoot further we appreciate that they are giving us the opportunity to make it right. **************** Customer Care Manager Rainier Connect **************** ************ Initial Consumer Rebuttal /* (3000, 8, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rainer Connect has been in contact and working on solving the issue. It is now a issue of weather or not it gets solved. Rainier has figured out the problem and is currently working on it,we still have partial internet due to others hogging the bandwidth with heavy large downloads.The system is very unstable at this time. Final Business Response /* (4000, 16, 2014/04/24) */ April 24, 2014 RE: BBB Complaint Case#********* Better Business Bureau, When we last spoke with the ****** on April 1st they had reported to us that the DSL Internet service improvement had been consistent. We had, most recently, made adjustments to our equipment providing DSL service to the ****** on March 24th. We had supplied them with the cell phone numbers to both our Customer Care & Outside Plant Supervisors to report any further trouble, even outside of normal business hours. Until we received the most recent update from the BBB we were unaware that the ****** were experiencing any further trouble with their DSL Internet service. We reached out to ********** on April 16th but she suggested it was best we spoke with *********. Unfortunately ********* is out of town on business and while we have left him a message on his cell phone he has not been home to trouble shoot with us further. The neighborhood the ****** live in currently has the capability of 1.5Mbps DSL Internet connection on our network. The last update through the BBB from the ****** indicates their heating system and radio both experienced trouble as a result of their internet connectivity. Without further details I am unable to respond to these items, other than to assume that they are possibly using remote access to their heating system and likely streaming audio (i.e Pandora, iHeart Radio, etc). Below is an image of their bandwidth consumption for a period of time on 4/27/14 which shows that for approximately 2 hours they were consuming the maximum bandwidth available on a 1.5M Internet connection. Depending on the number of devices connected, and activities each device is performing, this could result in a saturation of bandwidth available on the DSL connection which may cause the user to experience lag or delay in service (loading a webpage, buffering on video, etc). We are more than happy to trouble shoot further with the ****** if they choose. At this time, after reviewing the physical plant servicing their home and monitoring the DSL graphs the service appears to working properly delivery consistent speeds above 1Mbps. We regret the ****** are unhappy with the DSL Internet speeds we currently have available in their neighborhood. We strive to give the best experience we can to our customers and care a great deal about their satisfaction with our service. ***************** Customer Care Manager Rainier Connect **************** ************ ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Final Consumer Response /* (4200, 13, 2014/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well it took 15 min to get to this page first off. My heating system last night was off line for 6 hours and my radio just disappeared just now. No the is issue is basically the same. It was showing improvement but it still is not working for the money we are paying each month. Rainier connect needs to update and run a cable out here to handle what small community we have and whom ever is taking all the broadband at 6:00 am, 6pm thru the night.

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