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:10/29/2024

  Type:Product 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.

  Complaint: 22488882
  
  I am rejecting this response because I have never achieved speeds anywhere near 500 Mbps. This response only underscores a were just here to collect your money attitude that seems pervasive within this company. According to the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), misleading advertising of any kind, including claims of service speeds that cannot be delivered, is strictly prohibited. In *******, it is illegal to advertise capabilities that you do not provide or cannot reliably deliver, solely because they sound attractive.

  I have submitted speed test data that clearly shows your service falls well short of the promised speed. The burden of proof now rests with your company to demonstrate that reaching 500 Mbps is indeed possible for my account and to show that this speed has been delivered at any point in the pastif you wish to render this complaint baseless. Until such evidence is provided, I expect a fair and thorough resolution to this matter.
  
  Regards,
  
  ****** *****

  information when i called to follow-up on my service ticket. Silly me, i thought they were backlogged due to Hurricane ******. Imagine my surprise when i was told that they closed the ticket. At this point, I believe Resortnet may not be capable of providing the advertised 500 Mbps speed. I am requesting the following solutions:Adjust my plan and billing to reflect the actual internet speeds I am consistently receiving.Alternatively, provide the 500 Mbps speed as advertised with a credit for the months since April 2024, where the speed provided was below the agreed-upon service.Thank you for addressing this discrepancy.

  Business Response

  Date: 10/31/2024

  Provisioned speeds are up to and delivered via wired connection.  Please see attached PDF for further details on the many factors impacting the speeds an individual customer may receive.

  Customer does not understand Time Zones and contact from our call center coming from the Mountain Time Zone.  Customer has been unresponsive to multiple attempts for contact.

  Refunds and credits are only provided for service interruptions. 
  

  Business Response

  Date: 11/20/2024

  We dispatched tech support to her unit and replaced her equipment.  All credits have been applied to her account and the account is paid in full.  It's our understanding the customer is satisfied with the resolution. 

  Customer Answer

  Date: 12/03/2024

  Greetings, 

  I hope you had a wonderful holiday break. I am writing to follow up on my previous complaint regarding ResortInternet and to seek your guidance on how to proceed. Unfortunately, the company has ignored my initial complaint and has instead sent me an inflated bill without addressing the billing discrepancies I raised. To add to my frustration, they charged me a $25 late fee, despite my waiting for a resolution to the ongoing issue.
  For several months now, I have not received an accurate bill. This situation has made it impossible for me to place this account on autopay, as I cannot trust the amounts being charged. For example, during one month where my credit covered the entire bill, I was inexplicably charged $26.34. Despite my efforts to address this with the company, they have failed to correct their accounting practices and continue to issue bills that do not align with the actual amounts owed.
  I find it unacceptableand potentially illegalthat the company expects me to pay inaccurate bills and penalizes me with late fees as if they have fulfilled their obligations to provide clear and accurate statements.

  I am kindly requesting:
       1. A review and correction of their billing practices to ensure I receive accurate bills each month.
       2. A refund of the $25 late fee to my bank account, as it was improperly charged due to their negligence.

  Please advise if I need to file a new complaint or take additional steps to escalate this matter. I appreciate your assistance in helping me resolve this issue.
  Thank you for your time and support.

  Best regards,

  ****** L. *****-******

  Customer Answer

  Date: 12/03/2024

  Greetings, 

  I hope you had a wonderful holiday break. I am writing to follow up on my previous complaint regarding ResortInternet and to seek your guidance on how to proceed. Unfortunately, the company has ignored my initial complaint and has instead sent me an inflated bill without addressing the billing discrepancies I raised. To add to my frustration, they charged me a $25 late fee, despite my waiting for a resolution to the ongoing issue.
  For several months now, I have not received an accurate bill. This situation has made it impossible for me to place this account on autopay, as I cannot trust the amounts being charged. For example, during one month where my credit covered the entire bill, I was inexplicably charged $26.34. Despite my efforts to address this with the company, they have failed to correct their accounting practices and continue to issue bills that do not align with the actual amounts owed.
  I find it unacceptableand potentially illegalthat the company expects me to pay inaccurate bills and penalizes me with late fees as if they have fulfilled their obligations to provide clear and accurate statements.

  I am kindly requesting:
       1. A review and correction of their billing practices to ensure I receive accurate bills each month.
       2. A refund of the $25 late fee to my bank account, as it was improperly charged due to their negligence.

  Please advise if I need to file a new complaint or take additional steps to escalate this matter. I appreciate your assistance in helping me resolve this issue.
  Thank you for your time and support.

  Best regards,

  ****** L. *****-******

  Business Response

  Date: 12/03/2024

  I am requesting that this complaint be closed out.  We have reversed out four late fees as well as provided a courtesy service credit to Ms. ***** account.  We have also had our software provider fix the accounting issue and notified Ms. ***** that it has been corrected as well as provided her an updated statement on her account.  ******************** has corrected all service and billing issues and there is nothing else we can provide Ms. ***** at this time.

  Customer Answer

  Date: 12/05/2024

  Subject: Ongoing Concerns with Billing Practices - Complaint #********
  
  I reject this response because I wasnt given anything of value to address my concerns. I paid for a service that I did not receive. The company was happy to collect my money without providing the level of service promised under my plan. As a customer, I am entitled to an accurate bill, which I did not receive for November. Instead, the company failed to provide what is legally required while attempting to charge me excessive fees.
  
  For example:
  
  1. Inaccurate Billing: A $127 charge appeared on my bill that I did not owe. This error went unnoticed by the company, and my previous complaint about it was ignored. No corrected balance was provided before the due date.
  
  2. Unfair Late Fee: Because the bill was incorrect, I could not set it up on autopay, resulting in a late fee. This fee is unjust, as it stems from the companys failure to fulfill its obligations.
  
  3. Lack of Transparency: Rather than resolving the billing dispute promptly, the company sent a disconnection notice after the bill was overdue, adding unnecessary stress to an already frustrating situation.
  
  These practices are unprofessional and detrimental to my health due to the stress they cause. I have since received my statement for the next month and paid it, but I still expect the late fee to be refunded.
  
  I find it alarming that the company continues to ignore disputes and only corrects mistakes when pointed out by the customer. I am not an accountant, nor do I work for this company, yet I am forced to monitor their work for errors. This behavior suggests a broader pattern of negligence that must be reported.
  
  I urge the company to consult with legal counsel and improve its business practices to ensure compliance with consumer protections. Until then, I request my late fee be refunded and that future billing be handled with transparency and accuracy.
  
  Sincerely,

  ****** *****

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****o draw your attention to the wording on your invoice. It instructs customers to pay several days before the due date, but it does not mention the specific late fee amount, which I believe could be clearer.I look forward to your prompt response and assistance in resolving this matter.

  Business Response

  Date: 10/03/2024

  from: Accounting@ <***************************************************************>
  to: ****** ****** <***************************>,
  "*************************************************************************" <*************************************************************************>,
  "*****************************************" <**********************************************>,
  *** **** <**********************************************************>
  date: Oct 3, 2024, 3:21 PM
  subject: RE: Resort Internet - Billing Issues

  Hi Earika,
  
  Since your payment was made late on the 15th our software didnt captured it until the 16th, so the late fees that were added were due to it capturing it on the 16th.
  
  As my email stated below, we are offering to give you a refund back to your card, or keep the credit on your account. Since I hadnt hear back from you until today, the credit remains on your account, and a refund has not been issued yet.
  
  You had a credit on your account when I sent my last email of $155.66. We invoice for services the first of the month, so Im currently seeing a credit on your account for $100.66 now with ******** services being added. We can either leave the credit on your account and no balance will be due until that credit has been used, or I can issue you a refund for the $100.66 now so you wont need to pay ******** invoice.
  
  Please let me know which you prefer so we can get this taken care of.
  
  Thanks,
  
  **** *****
  Billing Specialist
  ResortInternet
  ****************************************************************************

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  from: Jesse Shearer <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Apr 29, 2024, 5:00 PM
  subject: Re: BBB Complaint ID 21561596
  
  I have had issues with my channel 36 NFL, Channel 37 NBC Sports, 68  Longhorn Network. I let them know this last September but they claimed not to be able to contact me so they closed the tickets plural ! I believe someone named Sam from down south somewhere, possibly Birminham called and left me a message.I returned the call and then he explained that he had called me at least 8 times. I only had 1 message(voicemail)
   though. I only want to get the issue taken care of. I pay monthly for a service that continues to be undelivered to me. 
  This is the second year I have missed the NFL draft because the company I pay for this channel will jot correct the issues I have been having. 
  Thank you in advance. I do not receive channels 36,37,68,and 99. I have told them this from the beginning as the issues come up. Can you please help me get the services Upay for?

  Business Response

  Date: 04/11/2024

  We have attempted to contact this customer from our Tier 2 service multiple times. Customer does not answer. Customer calls in to our Tier 1 call center, leaves an angry message then refuses to accept the call back from our Tier 2 technicians. We have left multiple voicemails. Customer informed in these voicemails that the "longhorn" network is a service that is not always broadcasting. The Longhorn network is a service that covers the events for The University of Texas. When The University of Texas is not broadcasting events, this station is blank. There is a message indicated on the screen that indicates the following.

  "The channel you are attempting to view is currently unavailable." " This may be due to routine maintenance or an event broadcasting which you are not eligible to view. " 

  This is the message received when a service IS NOT broadcasting any program. 

  All information above has been relayed to customer. 

  Business Response

  Date: 04/30/2024

  Good morning,

  This customer has refused to follow support protocol. Customer will not troubleshoot with our support team, instead he chooses to yell and scream at our employees. We will not be sending a technician to the property as the customer behavior is concerning. We would not feel safe sending an employee to the home of someone who is constantly verbally harassing  and berates our employees. The issue with the "longhorn" network was explained to the customer many times. This non-issue is due to the fact that "Longhorn" does not broadcast services 24/7. This network, dedicated to the events at the "University of Texas" is not always hosting events to broadcast. The customer has been told this a multitude of times but fails to understand and the result is the customer getting upset and irate. 

   

  Hope this helps!

  Customer Answer

  Date: 05/05/2024

  Complaint: 21561596
  
  
  
  I am rejecting this response because: After 2 years I yelled at 1 employee and now im dangerous?  That's laughable. I have dealt with this company way more restrained than any customer I know of. I was literally told by Flash their tier 2 tech that every single ticket i have ever put in where just closed and not responded to. Your dang right I'm upset. You would be too.This company is stating that they will not provide service that I pay for. I have been on the phone with so many techs that said point blank they needed to send it to the next level and that is where it dies each and every time.  A tech will call me during business hours expecting me to trouble shoot my tv from work. This response is not only an admission of the company refusing to honor their contract but the reason I have reached out to an outside  agency for help. They  have  never tried to rectify the situation.  I do not get NFL channel. No response about that from them. I don't get NBC sports  channel. No response about that. I don't get the guide channel. No response about that. 

  They pick and choose what they are pretending to try to rectify. Why can I not have someone from this company call me at a specific time to troubleshoot and finally get this situation fixed. It is really not that hard.  I literally have been asking for help from them for over a year. I blew up one time and now I'm a danger to the safety of their employees?

  I have never dealt with a company who refuses to honor their contractual obligations. I have never missed a payment.  Literally every month since I have lived here I have paid full price for services not rendered. They Say they will give me a discount but my bill is included in my rent and that has never happened.

  If I promised things that I didn't deliver at my job I wou l d nit work there very long. I have no other options fir tv and internet or I would just part ways with these guys. It really is not thus serious.  Please help me to get these guys to just troubleshoot the issue. 

  P.S. while writing this on 5-4-2024 my internet went out. 

  I have no internet on Saturday night one of my two days off. Typical to be honest.

   

  
  
  
  Regards,
  
  
  
  Jesse Shearer