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Business Profile

Internet Services

WISP Internet Services Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:21/08/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    After the big storm on the May long weekend our internet tower for Wisp Internet services was knocked out of service. It is now August 18 and we are still without service and being charged full price. I contacted them to cancel but they claim I agreed to a one year contract. ** ******* *** I recall saying no to the contract, so I requested proof that I agreed to a contract and a copy of the contract that I signed but they have so far ignored my request. * ******* **** ** ********* **** ** ********* *** **** *** ********* *** ** *** *********** I would appreciate if you would look into this.

    Business Response

    Date: 02/09/2022

    First, let me apologize as having spent a few minutes investigating i do see that the client in question is in fact still being billed when their account should have been placed on hold with the other clients still impacted by the outage. I've rectified this issue and issued a full credit to the clients account for the period from May 21st - August 14th. A further credit will be issued once service is restored.

    As far as the contract is concerned i actually see that a copy was sent in a response to this client on August 17th at 9:24PM by Joanna from our billing department. I do see that a follow up question was sent by Heather which has not been responded to yet and I've escalated this to ensure that a response is sent out ASAP.

    I can say however that the contract in question was optional and would only have been sent to them at all if they had agreed to it verbally first over the phone and all phone calls with WISP are recorded. At the end of the day given the issues i'm prepared to release them from their contract should they desire. Doing so will retroactively reverse all the credits WISP issued as a result of the contract, but we would honor their cancellation request from August 15th, and a refund of any credits on their account would be issued.

    I'll reach out directly to the client through their ticket in regards to this.

    Customer Answer

    Date: 05/09/2022

    I finally did receive a response by email from Wisp offering to refund the months where service was not provided. * ******* **** **** *** **** ******* **** **** ******* ******** **** ********** *** *********** I am satisfied with a refund and a release from the contract. ******* ** **** ** ******** **** * *** ****** ** *********** ******* ** ***** ******* * **** **** *** **** **** ** ***** ** *** ****** *** ****** ** **** ******** ** ** **** ***** **** **** **** ****** ** ** ****** *****

    Customer Answer

    Date: 24/11/2022

    I just wanted to follow up with you on this complaint case. Unfortunately Wisp has not paid us back everything they owe us *** *** ******** ** ******* **** ** ** *********** ******* * **** **** **** ** ** **** ** ***** *** * **** ** **** ** ****** * ********* *** ** **** **** * *** ** ***** ** **** ********** If you can follow up further that would be greatly appreciated.
    Thank you

    Business Response

    Date: 24/11/2022

    This client recieved a refund in the amount of 254.75 to their credit card on September 20th 2022. This represents the entirety of the refund they are entitled to.

    The client was in a 1 year contract and cancelled this contract in vialation of the terms. By right WISP could have charged them a cancellation fee. Instead we simply

    clawed back all the contract discounts they were given as if the contract never existed and cancelled their service as requested. A 100% credit for all their internet

    service fees was applied to their account for the period of May 21st - August 14th. I do see that they were billed for their August billing just before the account was closed

    and so i have just issued a further refund for their august Internet Services as well in the amount of $112.94. WISP considers this matter closed now.

    Customer Answer

    Date: 24/11/2022

    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. ******* * **** ******* **** *** ******** **** ****** **** **** ****** **** ** ******* **** ******

WISP Internet Services Inc is NOT a BBB Accredited Business.

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