BBB Logo

Better Business Bureau ®
Start With Trust®
Southern Colorado

BBB Business Review

What is a BBB Business Review?

Consumer Complaints

This Business is not BBB Accredited

PCI Broadband

Phone: (719) 264-1111

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
09/09/2014Problems with Product / Service | Read Complaint Details
X

Complaint
On mid afternoon, Sat July 12th 2014 a thunderstorm moved over our area. Normally, you would say that anything lightning-related to a thunderstorm would be an "act of god"...but in this instance, we feel very confident that there was negligence on the part of PCI Broadband. My husband is a computer tech with the US Air Force and our neighbor, an electrical engineer, immediately went outside to troubleshoot and found that PCI's equipment box on the outside of our house WAS NOT GROUNDED (per Colorado Code). The old Comcast box, sitting right next to it IS (just an observation)!! PCI's box has a grounding strap inside it, where a grounding wire SHOULD HOOK TO (IT HAD NOTHING THERE) it should drop down out of the bottom of the box, grounding it from any possible electrical surge. With further inspection, numerous electrical devices in our home were ruined. We called PCI out to take FULL RESPONSIBILITY for this problem BECAUSE, up in our loft, where all the computer equipment is...they found the wireless router, the laptop computer and tower computer as well as all USB devices ruined - with the electrical surge coming through the network line, coming in from THEIR box. We know this to be the cause because the power supplies to all the equipment work fine, meaning the power surge DID NOT come through the household outlets, which are protected by surge protectors...it came through their line (WHICH AGAIN WAS NOT GROUNDED.) After calling ***************, who is OPs Manager, he very abruptly informed us that their boxes did not need to be grounded because PCI is ran through fiber-optic cable and it does not pass electricity...the tech who came out argued this same point. Although, it is fiber-optic cable to the box - FROM THE BOX INTO THE HOUSE is copper wire!! PCI will not take responsibility because he believes they did nothing wrong and that the surge could have come from anywhere. Even after explaining to him that their box was not grounded and that there are potential hazards to that including a fire risk, he still denies any wrong doing and advised us that there was nothing he could do and that basically there was nobody above him but the board and I was welcome disconnect from PCI altogether. If the power surge came through the house outlets - we take full responsibility ... but having investigated and finding the surge to have come through the network line, we were hoping that PCI would've stepped up and taken care of us like good customers...but all they did was tell us over and over how "the box didn't need to be grounded" and "that we couldn't prove where the surge came from" Well if the surge had come from the regular house outlets, the power supplies to all this equipment would've been fried AND IT IS NOT!! We are hoping that ************** or someone else running PCI will read this and see that they are wrong and that this is a case of negligence on their part AND BAD CUSTOMER SERVICE!!

Desired Settlement
I would have hoped that after a computer technician (my husband) AND an electrical engineer(our neighbor) both examined this and came to the root of the problem (linking back to their box) then calling to speak with a "higher up" at PCI, that he would have offered an apology and to admit that their equipment WAS NOT installed properly and because of this negligence - putting our electrical equipment AND MORE IMPORTANTLY OUR FAMILY AT RISK! We do not believe that we should have to claim all this on OUR homeowner's insurance - that PCI should cover our loss. But since they are not even willing to accept EVEN PARTIAL responsibility for this matter, we are claiming on our insurance, which has a $1000 deductible for the OVER $4000 worth of equipment ruined. We are hoping that PCI will pay $750 of this....and that maybe in the future - they will be sure their equipment is installed properly so that they don't cause themselves or their customers LOSS!!

Business Response
PCI Broadband disagrees with this former customer that the electrical surge entered their house through our equipment.

Industry Comparison| Chart

Internet Services

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.