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:29/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Have been teksavvy customer for home internet for several years. Found out that there was another account under my name but a different email address with a credit attached to it, I requested the credit be sent to me or attached to my active account. Instead of doing any of that, my internet was deactivated without warning. I inquired, and was informed my account was closed based off my request. After clarification, I was informed my service could not be reactivated as they "no longer offered that plan." I am currently in deliberations. The credit was never issued.

  Business Response

  Date: 30/08/2023

  We are very sorry for the confusion over this incident. In checking the account, we find that a refund has been completed by the accounting team.

• Initial Complaint

  Date:19/06/2023

  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.

  Date: Mon. Jun. 19th. 2023
  Account: TekSavvy Internet Service Account #****************
  Issue: Closing of my mother's account (of which my name is on the account. I actually created the account for her initially several years ago).
  What happened: My mother was recently placed in a care facility. She can not speak, walk, or use email anymore because of her disabilities. I phoned Tekk Savvy and spoke with a service representative to cancel her account as she is no longer in the same household. The gentleman wouldn't allow me to cancel the account on her behalf and said it was impossible. I asked for special consideration given my mother is unable to tend to the cancellation herself and won't ever be able to. He stood firm in saying this was protocol.
  I asked to speak with his supervisor. Without hesitation, Harpreet, staff #**** joined the conversation and denied my request. She said I needed power of attorney to cancel the account. I have power of attorney and my name is on the account. She refused again. I asked her for another option. She said there wasn't any unless I received her email at her computer, and did the cancellation there, which I am 6 hours away from.
  
  How on earth can a company have no consideration for their customer when everything needed was in line(power of attorney and my name on the account), yet they still refuse the request of the customer.
  
  A simple cancellation of my mother's account is all that was needed.
  
  Being that I am a half day's drive away from her, I requested that Harpreet send me the email(My personal email on the account). She refused again.
  
  Hard enough as it is to see my mother being placed in a home for 24hour care, I wouldn't imagine giving someone such a hard time to cancel an email/internet service. TekSavvy didn't even try to rectify the situation or offer a solution that I was actually physically able to implement.
  
  The account will continue to be billed with no one using it.
  
  Unacceptable service.
  Regards,
  *****

  Business Response

  Date: 19/06/2023

  Hello,
  We appreciate you taking the time to make us aware of this experience. 
  We are terribly sorry that cancelling the account went the way it did. 
  There are some legal requirements when it comes to cancelling an account, however we do not believe this case was met with any compassion, and for that we apologize again. 
  We are very grateful for the chance to speak with you over the phone, and organize the cancellation for you. 
  We are sorry again for what your family is going through, and we did not mean to make this any harder for you and your family. 
  
  Sincerely, 
  Customer Relations

  Customer Answer

  Date: 20/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:18/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Our wifi with TekSavvy has been unstable since it has been installed. I pay $85/month for DSL 50/10. The wifi constantly cuts out every 5-10-20 minutes which is ongoing throughout the day. Other members of the household are full-time students and are reliant on the wifi which they are unable to do. As this has been going on we have been in contact with TekSavvy's customer support which has gotten us to know where. We have not received any support or credit for the issues meanwhile have had to utilize hotspots and data from our phones. While the issue is on going TekSavvy states they cannot pause our bill or credit us which puts us out $85 monthly for a service that does not work as it is supposed to.

  Business Response

  Date: 18/04/2023

  We have emailed the Customer with a possible solution.

• Initial Complaint

  Date:27/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  July 23:
  
  I arrived home from work to find my internet was still down from the night before. The modem was extremely hot to the point where the casing had warped. After a brief call to support a new modem was sent out. The woman I spoke to left a great impression but at no point mentioned returning the modem.
  
  not wanting to spend the weekend without internet I tried unplugging and plugging back in and noticed the device sparking. at this point I tossed the modem and power supply in a box of e waste
  
  July 27:
  
  The modem arrived. I found it odd at the time that the box contained no paperwork or instructions of any kind. But it was a simple matter to plug it in and call to get the modem activated. Again I was not told to return the old modem
  
  
  August 1st
  
  I went to E waste and disposed of the modem and various other e Waste
  
  Aug 9
  
  This was the first time I was told by email to return the modem. I responded saying I believed it went to E-waste. Still I searched the house in case I was mistaken.
  
  The company's response was to point to one line in the service contract and to send me to collections for thevalue of the modem.

  Business Response

  Date: 09/10/2022

  Good afternoon

  As per our Terms of Services, hardware that is not owned by the customer such as Loaned or Rental must be returned to us.  When Mr. Bouma signed up with TekSavvy he received a copy of our Terms of Services in a Welcome email.  Which outlines our equipment Loaned details which I will include below.

  Mr. Bouma, did not return a hardware (modem) and discarded it.  Charges for the hardware was applied to the account so that TekSavvy could recover their losses.  

  terms and conditions,

  Section 7.2 stipulates
  the following:
  

  Except for Equipment for which you have fully paid, all Equipment installed or provided by us
  remains our property and you agree that:
  •    You will take reasonable care with such Equipment;
  •    You may not sell, lease, mortgage, transfer, assign or encumber such Equipment;
  •    You may not reconfigure or re-locate such Equipment without our knowledge and
  permission; and
  •    You will return such Equipment to us at your own expense upon termination of the Services
  to which the Equipment related.
  
  If any Equipment belonging to us is lost, stolen or damaged or sold, leased, mortgaged,
  transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted retail
  value of such Equipment, together with any costs incurred by us in seeking possession of such
  Equipment.

  Equipment/Hardware Policies

  
  Subsection 8.14

  All Equipment installed or provided by us, except Equipment purchased outright by you, remains our property and you agree to return such Equipment to us promptly when you no longer subscribe to the Service(s) in respect of which the Equipment was provided to you or when the Agreement is terminated. While in your possession, our provided Equipment may be charged to you as part of your Service Fees. We may require you to pay an Equipment deposit prior to providing you with Equipment. You agree to pay us the cost of any Equipment not returned to us upon disconnection or loss, together with any costs incurred by us in seeking to obtain possession of such Equipment. We may charge you all costs relating to repair or replacement of damaged Equipment..

  Business Response

  Date: 12/10/2022

  Unfortunately, the customer did not comply to the ToS agreed upon at time of sign up and disposed of our hardware, we are unable to credit the outstanding hardware.

  Customer Answer

  Date: 13/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company failed to communicate the return was required in anyway. this is a reasonable expectation. The fact is the company did not communicate that it should be returned and would benefit from it not being returned.

  
  
  Sincerely,
  
  
  
  Clarke Bouma