Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just cancelled my service with Aristotle as my connection was always going in and out every five minutes or would be down for hours to days at a time so when ATT came out to my rural neighborhood, I switched. I have been trying for a week now to get Aristotle to come out and get their equipment and remove their satellite from my roof and have been given the runaround. I called several times this week and it's impossible to get anyone on the phone as it always says no one is in office or available and I have called every number they have. I finally got through and they said a technician would come by Friday morning so I took off work to be able to be home to give them their equipment from the inside (like the router and cables) and give them access to my backyard for them to remove their satellite. The entirety of this morning and most of the afternoon has passed, I have taken the whole day off and no one has shown and there has been no phone call. So, I call and it takes me two hours of calling to get someone to answer the phone when technical support finally says they don't know why the technician didn't show up but he is scheduled to come back my way after he finishes the job he is on and he will get it. Well, he also never shows so I call again hours later and it takes me awhile again for someone to answer any of the numbers they have. The technical support guy assures me the guy is still coming that I have waited on all day to show up even though they are fixing to close. He looks at the schedule to make sure and sees the technician has rescheduled me for some day next week without notifying me that he wasn't coming or asking if that day was even good for me which it is not. I just want the company to come get their crap so I can be done with them. They have been terrible to work with and quite rude since I cancelled my service. It shouldn't be this difficult for me to give them back THEIR equipment.

  

  Business Response

  Date: 08/14/2023

  I read Ms. ****’s complaint several times to make sure I understood.  I cannot explain why our company’s service department failed to follow procedures.  However, I can assure you that this matter will be addressed when the department manager can also read this complaint and research the person(s) that were assigned to this account. 

  As to retrieving the equipment at her residence, we tend to move retrievals to the back of the list and push new installs to the top of the list.  However, Ms ****’s account was closed on June 9^th, which should have been plenty of time for our staff to retrieve the equipment.  I was very surprised that she has been treated rudely.  She would be the first individual to tell us that someone on our staff was rude.  Certainly, no reason for that to have occurred.

  We will be addressing these failures within our organization.

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

  Aristotle Unified Communications L.L.C.

  Customer Answer

  Date: 08/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is supposed to be an internet provider especially for rural areas. The service at my address has been out over a month and is now spotty at best. This company gives every excuse you can imagine. They blame AT&T, weather, power outages, etc. they seem to have no definite plan to rectify this situation. They were government funded to put this system together and I feel they have failed miserably. Customer service is non existent except sometimes tech support and last I spoke with them they were very rude and stated they have no target date for service to be back up to full capacity. This is very frustrating as I work some from home and they are the only provider and cell service is horrible down here also.

  

  Business Response

  Date: 06/01/2023

  Mr *****s original complaint was looked into by our senior tech specialist.  At the time we were made aware of his complaint, our work had already been performed to improve connectivity in his area.

   

  Quote from our tech specialist:  **** **** has received $114.98 in bill credits during these service issues and all issues he has complained about have been addressed.  He has a strong, high-speed wireless connection capable of speeds up to 106/15 Mbps DL/UL.  He currently pays $49.99/month for our base service tier, 25/5 Mbps and he consistently receives the bandwidth when performing speed tests at his router.  

  Other in-house CONFIDENTIAL comments from CSR manager:  Every network/status update we sent out to MONR [ AREA NAME SERVING HIS LOCATION] during the AT&T DIA issues April 3 – May 1 appeared to infuriate **** ****.  He sent nasty replies to nearly all of them.   >>> My personal take-away is that Mr **** just wanted to vent, which we often encounter.  Some Individuals can be very upset when their service is interrupted.

  Wireless Internet is not cable nor is it fiber, which are both susceptible to breaks.  Our Wireless network covers 10s of miles from its starting point to the end user.  Normal circumstances will result in high-speed quality service.  But power outages or backhaul interruptions outside of AUC's control can lead to failures that we have no control over.  If one of our systems fail, we make repairs as soon as we can work safely on a metal tower at 100 ft to 250 ft above ground.  Mr. *****s location suffered through a cluster of interruptions.  

  Mr. *****s service looks quite stable at the moment.  BUT, a storm comes through and whacks AUC, then he may be complaining again.

  Customer Answer

  Date: 06/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****