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Business Profile

Internet Services

BAI Connect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for BAI Connect's headquarters and its corporate-owned locations. To view all corporate locations, see

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BAI Connect has 2 locations, listed below.

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    • BAI Connect

      15301 Ventura Blvd, Suite 350 Sherman Oaks, CA 91403

    • BAI Connect

      15301 Ventura Blvd Sherman Oaks, CA 91403-3102

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:10/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 previously had service with Bel Air Internet (baiconnect.com) that I terminated in February 2022 when I moved. After more than 6mo, they began mysteriously charging me $72.95 again on 9/2 and 10/2. I filed a charge back for each charge within several days, and called and emailed them numerous times during the last month and a half with no reply to email or voice messages. I finally spoke to the billing department today who confirmed my account was closed, but also confirmed the recent charges and stated they had a "billing glitch" resulting in many customers with closed accounts being billed again. She stated they are aware of the problem, but confirmed they have made no effort to reach out or warn any customers and that they do not have a solution for the problem. She had no timeline for the unauthorized billing to stop and stated that she was unable to stop billing my card in her system. I want them to explain the issue, cease billing my account, delete all my billing information, notify customers affected about these unauthorized charges, and issue refunds to all affected customers fraudulent charges. This is a truly outrageous and inexcusable billing practice that must be illegal.

      Business Response

      Date: 12/11/2023

      This billing error occurred during our billing system conversion. Specifically, we had a small percentage of customers in our system that had not been customers for some time. We had not been billing them, but when we converted to the new system, invoices were generated again in error. Once identified, we issued credit memos and refunded. This complaint was received while the scope of the issue was still being investigated. It was not intentional, and we apologize for the error.

      This customer disputed charges with their bank and therefore BAI Connect settled via the bank and not directly with the customer.

    • Initial Complaint

      Date:10/08/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Week of Oct 3rd - I continued to receive invoices for service I did not sign up for at an address that I have not resided in for many years. All attempts to contact the billing department were met with no response and invoices continued to be sent to me. They have set up a fraudulent account in my name and have been entirely unresponsive to facilitate any resolution.

      Business Response

      Date: 12/11/2023

      This billing error occurred during our billing system conversion. Specifically, we had a small percentage of customers in our system that had not been customers for some time. We had not been billing them, but when we converted to the new system, invoices were generated again in error. Once identified, we issued credit memos and refunded. It was not intentional, and we apologize for the error.

      This customer received refunds on October 13, after receiving her inquiry.

    BAI Connect is NOT a BBB Accredited Business.

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