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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I moved into ****** ***** downtown Denver 11 months ago. I used Live Wire internet that was already set up in the Condo. Upon Move out last month I called to cancel the service. None of the employees told me that I needed to return the equipment. The equipment was already in the condo when I moved in, so how would I know this? This should have been communicated to me by your employee's. $38 will be refunded to me or I will be escalating this much further than the BBB.
Business response
08/14/2021
***** called on Monday August 2nd to cancel her account and that she had moved out over the weekend. Her invoices that were sent each month clearly showed a line item for the router that was provided free of charge for her service.We are working with the property management at the building and the new tenant in the unit to retrieve the router that was left in the room. When the router is returned we can refund *****.Customer response
08/14/2021
Complaint: ********
I am rejecting this response because:This answer is not only unacceptable but unprofessional and did not address my complaint. This router was HERE when I got here. When I called to cancel no one told me I needed to return the router. Nothing was communicated. Immediately refund the charge or I will be heading to social media, yelp and the media stations. It's also very sad how long you took to respond. air speaks to your employees lack of training and inability to communicate. Fix it
Sincerely,
***** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.