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Utah

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Consumer Complaints

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Neighborhood ISP LLC

Phone: (801) 724-6641

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 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
01/18/2013Problems with Product / Service | Read Complaint Details
X

Complaint
product is not what was offered and complaints are not being addressed and no return calls when I attempted to contact the company.
I ordered internet through this company i was told by the salesman that i could expect close to 20 mbps due to how close i was to the the tower. I agreed and paid for the equipment in total per their policy, they came and installed the equipment. The speeds we were getting were usually less than 1 mbps so i called to complain the came out and said it was the way the dish was mounted and that they had to order a new mount but it would be a week or two. After two weeks I called to find out what was going on due to not hearing from them they stated it was not in yet, another week passed and I called again they said the mount was arriving that day and they would be out the following day to install it and they did, but it did not improve the speeds. The technician said they had a different dish he wanted to try and he would be out the next week. They came out with the dish got up on the roof but didnt install the dish they promptly left without saying much and havent been seen or heard from since. I called over a week ago to find out what happened and what their issue was. The customer service agent asked if he could have the service technician return my call I said that was fine but have not been contacted at all. My speed on the service never improved and they havent made any effort to call and explain the issues or if they have any way or intent to fix the problem.

Desired Settlement
I would like to have the service that was promised at the sale or at least something close to it. If it is not possible, some communication regarding the problems and what thier plan is to rectify the issues. I just want to get what I pay for and some honest straight forward communication with the company

Business' Initial Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@neighborhoodisp.com
Customer is having speed issues because we are unable to perform upgrades at the tower due to the snow we have had for the last few weeks, we have given out free months of service until we are able to provide the speeds guaranteed and we are working on the issue.

As for the call back, someone was supposed to give a call back last night but I was in the field until 8 pm and didn't want to call during their evening. A return call was made today to XXX-XXX-XXXX, as this is the number we have on file.

We are working with him to solve this issue and take all speed issues seriously.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)
They did call and make an appointment to come out and perform an upgrade along with an apology I'm hoping the issue will be resolved.

Industry Comparison| Chart

Internet Access Provider, Computers - Networks, Network Cabling Installation, Cable TV, Internet & Telephone Installation Service, VOIP (Voice Over Internet Protocol) Sales & Service, Internet Services

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