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:15/01/2023

  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.

  *** **** ******* ******** ** I have been wrongly included in a collection action as a party of a service contract, while living at a residence as a tenant. I had never signed a contractual agreement with Storm Internet Services, as my tenancy agreement with my landlord already provided internet access! I have witnessed the unethical tactics of “Storm” on several occasions. Therefore, I protest their unwarranted claim, that I am jointly responsible for my landlord’s internet contract arrears. Storm’s irrelevant accusations if left unanswered, could be detrimental to my Credit Report, which is currently in excellent standing. I insist that Storm removes me from the collection action. Thank you! Regards, ***** ****** 

  Business Response

  Date: 31/01/2023

  We reviewed ***** ******** request and subsequently asked the Collections Agency to remove his name from the collections inventory on January 30th.

  Business Response

  Date: 13/02/2023

  *****- Please accept our apologies for adding you to the Collection action. The account in question was created in 2012. It appears that you were added to the account in 2014. We have tickets (automatically generated when a client either calls in or emails Storm) from you dating back as early as August 2014.  Invoices have been addressed to you, ***** and *** **** since October 2016. We noted your ****** *review **** ************************, posted to Storm’s website three months ago, where “our” and “we” were used to describe your review of Storm. At no time did the review mention that you are *****’s tenant and not responsible for the account. You chose not to contact us directly with a request to remove your name from the collections' action, but instead directed the request to us in the form of a BBB complaint. Upon receiving your BBB complaint we contacted the ****** *********** ****** to ask for advice and had your name removed from the collections' action. 

  Customer Answer

  Date: 15/02/2023

  
  Complaint: ********
  
  I am partially rejecting this response because:

  
  
  Thank you for the apology. However, you were provided sufficient advance information to know better and exclude me from the collection action. I David, and ***** ******* (my former landlord) had informed Storm previously during several phone calls, that I was strictly available….as only someone to speak with at the residence - to assist with troubleshooting any internet issues with Storm directly. That did not constitute my being part of a signed contract. Once again, I never provided that by signature or verbal agreement at any time!
  
  Storm Internet Services never “invoiced “me directly, as I was Not a client and in fact, they did not even have my contact information and still do not from my provision. So how could “Storm” misconstrue me as being under a contract with them?!  I am Not responsible for any correspondence not sent specifically to my email and/or current mailing address. This of course, also represents an improper legal notice. The nouns “our” and “we” I  had utilized in my ****** review, were only stated by myself, to convey the fact that “we were all” sharing a grievance with Storm’s internet customer service issues. In other words, I was just confirming as a “Witness”, our collective concerns with Storm. Once again, as a tenant, I was given usage of the internet service - but that did Not make me legally liable to be under any contractual obligation. Similarly, neither would a visitor in *** ********* home, be expected to share a legal contractual responsibility, while using his internet service either.
  
  Whether I had personally informed Storm that I was a Tenant  at the Time is irrelevant. ***** ******** was certainly the only individual who signed a contract with Storm. Your accounts receivable office clerk, ***** either made an erroneous assumption and/or ignored a clarified update from *****. The point is, that he notified Storm via ***** by email “twice”, due to my unwarranted inclusion in the collection notice. ***** reminded her that I was just a tenant sharing the internet service as a renting privilege. She Never Responded! * **** **** *** ****** *** *** ******* ** ***** ********* *** *** ********** 
  I should never have been addressed in the first place for the collection action. Thank you!  In general, I find that your arguments are lacking in any truthful substance and are simply lame justifications to dismiss yourself from any wrongdoing.
  
  
  Sincerely,
  ***** ******

• Initial Complaint

  Date:15/01/2023

  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.

  This is in reference to my husband, ***** *******'s recent complaint, **** ******* ******** **************************************************. I wish to file my own complaint against Storm |nternet Services. Regardless of your decision in the above file, I am also compelled to lodge an official complaint regarding Storm’s lack of professionalism and poor customer service practices. My grievance content and overall standpoint, is identical to *****’s core issues with Storm. In addition, our previous tenant, ***** ****** was also erroneously addressed in this dispute through a collection notice actioned by Storm. Neither ***** or myself were ever signatories for the service contract. Our names were “only” provided to Storm by *****, for authorizing our contact with their technical support agents. This was intended strictly for convenient assistance in resolving Storm’s internet issues. This should Not have been misconstrued by Storm to obligate myself and *****, for legal accountability under *****’s contractual agreement. The inclusion of our names on Storm’s recent Collection Action, could negatively impact our credit scores if left unchallenged. In lieu of this development, please consider my expressed concerns as a new submission for a collective grievance by all three of us. Also, I have attached the full text for ease of reference, which supports *****'s rebuttal to his complaint which in my opinion has yet to be resolved. In addition, I have attached another document regarding Storm's issues with their Accounting practices.

  Business Response

  Date: 31/01/2023

  We reviewed ******* ******'s request and subsequently asked the Collections Agency to remove her name from the collections inventory on January 30th.

  Customer Answer

  Date: 05/02/2023

  
  Complaint: 18816962
  
  I am rejecting this response because:  Refer to attachment for complete information.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/11/2022

  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.

  Regarding: ********* ********* Collections Notification from Storm Internet Services - emailed to me on October 24, 2022. I protest the above unwarranted Credit Collection action against myself and my spouse, due to the extremely unsatisfactory service provisions and damage to my internet equipment property as documented; due to Storm Internet's Service negligence. Their perpetual lack of follow-up over an extended period of 4 months plus, demonstrated a perpetual dismissal of a legitimate complaint. Storm Internet services avoided every option and had no intention of acknowledging our grievance or providing respectable customer service. We had been clients for over 15 years! The internet service and dispute period in question ranged from approximately the end of May to the present date of November 11, 2022. Please review the uploaded document through your website for more details. With thanks in advance, ***** ******** ************** ******************** *** ******* ******* ********************  

  Business Response

  Date: 16/12/2022

  Storm’s response:

   

  ***** ******* first became a client of Storm in 2012 and has been in pursuit of faster speeds and cheaper internet fees from the get-go. Unfortunately, with rural internet there were slim pickings in terms of providers in the past. The larger ISPs such as **** and ****** largely ignored these regions. Storm Internet has worked diligently since 1996 to bring internet to these underserved areas, which often involved either using a client’s tower, or building one in the region, to achieve line of sight to the towers over tree lines. In 2013 Storm extended *****’s existing 50’ tower with a 10’ pole in order to provide him with faster speeds.  ***** did not purchase then, nor has since purchased any form of tower maintenance program from Storm. The tower is owned by ***** and it was his responsibility to ensure that it was properly grounded. (See photo of tower in RT 690737). In August 2015 ***** cancelled service with Storm because he changed ISPs.

   

  In October 2016 ***** again signed up for internet with Storm.

   

  In February 2022 ***** called in to see if we could upgrade his speed from Residential Gold to Velocity. We swapped the clients panel for cambium (radio). Signals were good for 15/3. Set to 15/3. We credited *****’s account for the balance of his Residential Gold package and billed him for the prorated monthly amount for his new Velocity service. This package typically has a two-year commitment. *****’s commitment was to December 8, 2022- less than one year.

   

  On June 3, 2022, ***** called in to report an outage and reported that they had no service since the storm (May 21). After trying several solutions, a technician was booked to go onsite and try to resolve the problem. In the meantime, ***** called in again on June 5^th to get help setting up a new router, which was done successfully. His wife subsequently called in on June 11^th reporting no internet (there was a Hydro outage).

   

  On June 16^th ***** called in to complain that we had sent a “French speaking technician” (******* has 20+ years of service with Storm and is bilingual), when he thought they had cancelled the service call. He complained about the service fees and indicated that he was moving on to ****, which could provide faster speeds. When reminded about his two year contract, he threatened to complain about Storm on social media and stated that he would stop paying his fees.  *** ************ called ***** on June 24^th and left a voice mail offering to discuss his services and the termination.

   

  ***** subscribed to **** on June 22, 2022 and has since tried to back out of his contract with Storm, sending emails, and with angry, profane and threatening telephone conversations. His poor behavior intimidated ****, our ******* *****, who, when she awkwardly tried to end the call on a positive note, was accused of laughing at *****. ***** has made good on his threats to give Storm bad reviews on social media and complain to the ****** ******** ******.

   

   

  Thank you again for your assistance. If you have any questions or require additional information, or would like to hear the call recordings, please do not hesitate to contact me. I have added my personal cell phone number, in case we are stuck at home tomorrow with the snow.

   

   

  **** ******** * ***** * ********** ******* * Storm Internet Services

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