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:05/31/2024

  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.

  Alaska communications started to install fiber optics in our *********************** neighborhood around August 2023. They accessed the city easement on our properties to do so. The projected completion date was supposed to be the end of the year 2023 (it said so on a promotional flyer they passed out but I no longer have the flyer), however we have not seen them working to complete it yet. We have cables that have been untouched above ground for months, and a yard that is in disarray. We were told that the company would put our yard back together at completion of the project but we have contacted the former project manager and he no longer works there. It sounded like there wasnt much of a plan to put things back together and its an overall mess (They talked about it during the homeowners meeting on Wednesday. Apparently there was a spat between ACS and the contractor. So the project is dead at this point. Who knows if its going to get done at all this year. Hoping you can help us resolve this.

  Business Response

  Date: 08/14/2024

  ***********************
  ****************
  Anchorage, Ak 99508
  August 14th, 2024

  
  RE: Finishing the job after installing fiber

  
  Dear ******,

  
  Thank you for submitting your request for issues with your yard after some recent fiber work we
  completed in the area. I have worked with our area ******* to check on the status of work for
  the area you are in. We have recently engaged with a new contractor. We plan to have the
  reseeding completed by Friday for your location and this should resolve the issues after
  construction was completed in August 2023.

  
  I apologize for the delay in resolving your issue and please feel free to contact me if any further
  issues arise.

  
  Sincerely,
  *********************
  Sr Manager, Customer Support
  **********************************************************

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21786440
  
  I am rejecting this response because:
  
  There was significant damage to our property. Roots were removed to install a cable so the ground is sunken in, there are large rocks that were dug up that need to be removed from the property. this morning someone was out front literally dropping grass seed on rock hard soil. This is unacceptable. The rocks need to be removed, soil needs to be added and then seeded. If this cannot be done soon with winter coming I will have to hire a landscaper to fix it properly and will send your company the bill. This is getting ridiculous.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/23/2024

  Good Afternoon,

  Today we received a quote from A1 Lawn & Landscaping to complete additional work required to remedy the situation.  We are working on scheduling the work to be completed and should have a date soon.  Once we have a date I will be contacting you.

  Please let me know if you have any questions. 

  Thank you,

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

  Senior Manager, Customer Support

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

  Customer Answer

  Date: 08/31/2024

  I accept the business response thank you.

  
  
  

  ******

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  4/3/2024 called ACS about no phone or internet service where I live, 4/26 a technician visited where I live and verified I have no service. I have placed 4 phone calls and went to ACS office requesting my service be repaired/restored . I still have no service. ACS has not scheduled any repair/restore service.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am a small business owner, and as a small business owner I signed up with what was available in my area as far as **************** and telephone to support my business. I signed up with a CS with her promise of a set amount 127 per month to provide me a phone service and **************** for my business. Over the three years I have complained numerous times about inadequate service I was receiving from the Internet, the service is so slow. I had to take it off in my computer and use GCI hotspot, which provided me much faster service from my cell phone. He says never resolve the problem when I tried to get out of the service I thought I resign for two year they told me it was a three-year contract , and if I wanted to leave the contract, it would cost me a large sum of which I cannot afford at the time. Even though I complained that they were not provided me a service they told me what I would receive. I still had to continue the service even when I came to the end of the three years I tried to stop at the beginning of month. They told me I could not stop at the beginning of the month, and I also had to continue on an additional month so I had to pay two additional months after the end of the contract. I believe ACS should provide all small businesses out here at least *************, 50% reduction over the past year of what they paid for insufficient service.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 gave over 30 days notice on 7/30/23 that my business was sold at this location and I was closing the account in my business name. The new owner hand delivered a assume & release that was required by ACS in order for the new business owner to take over the service provided by ACS at this business location. When I called to shutoff ************* on 8/31/23, final payment was taken and the account was paid in full. I am still receiving invoices from ACS and I have spoke with 7 different customer service agents over the phone and also 1 customer service agent via email communication and they cannot seem to figure the billing out. I have been told that I will receive a call back and no one has returned a phone call. I just keep getting automated phone calls and past due invoice statements.

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 am charged a monthly fee for services not provided.

• Initial Complaint

  Date:11/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Closed my account due to a military move. Company will not mail out account refund check. I have reached out to them multiple times to be told one is being mailed. I'm coming up on 6 months of my account being closed and they have not refunded me my money!!

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted this internet service provider multiple times to seek reasons why my internet is poor. I am barely able to use the internet for my phone. On both occurrences that I called to resolve my issue, I was assured that I would receive a call back to correct my service and get any new equipment upgrades needed. 3 months have passed and I have yet to receive a call back. I pay nearly $100 a month for their lack of service.

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Based. False advertising, I entered into an internet contract for unlimited internet at a lightening fast speed of 25. So false advertising and breach of contract as my speeds have not reached 5. I have been on the phone getting shuffled around - no one can talk , put a manager on the phone, be honest, Foch the problem, give me a time table on when or if fixed. I have lost over $1000 in wages and now have to seek service elsewhere. I used to be with acs this is an abomination to what their service once was. No the refuse to fix it refund my money have any decent answer. If you cant provide then dont lie. Now Im looking at four crimes not trying to hire lawyer but considering it as they wont even let you talk to someone but I wrote down names a time stamps . Those calls recorded. Any way false advertising breach of contract lost wages and possibly a lost job.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 closed my account with ACS over two years ago and have an approximate credit of $267 on this account. I cannot access this account any longer and I have asked repeatedly for a refund of this credit. When I speak to representatives, I'm told that the refund will be processed and returned to me. Nothing has arrived yet. Each time I contact ACS it appears as though I am filing for this refund from the beginning.My account is associated with the home phone number **************.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called acs and canceled my internet in February. They told me they couldn't cancel in the same billing cycle and had to charge another month and then cancel. So already I was required to pay for over a month of additional service. Then, today, I received another bill for another months service due in August. I called them and they said it was my final billing cycle. That's six months. I just want them out of my life and I don't understand why it is so hard to cancel and six months later I am still being billed. I feel trapped by them. Are they allowed to take this long to get their end together? Six months!!!??When screen shotting the invoice, I realized they sent another bill last month I didn't see. So it takes them 5-6 months to figure out how to cancel a customer. **************** cannot explain why it's five months later they just say it's your final billing cycle.