Complaints

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• Initial Complaint

  Date:05/31/2023

  Type:Billing 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.

  I cancelled service because 1. The price of service was more expensive than fiber internet that just became available in my area. 2. This internet service was so slow and you couldn’t do anything without it buffering. We would only use one device and it would still buffer, not work at all, or be very slow. When I cancelled service the owner of the company came out to retrieve the equipment he told my boyfriend that he would credit our account because it wasn’t working properly and it was on them because the tech wasn’t doing his job right. After 2 weeks our account was not credited and the owner is now saying he never agreed to credit our account.

  Business Response

  Date: 06/02/2023

  ***** ***********
  ******* first email to us was on May 17th of 2023 to cancel her service. She stated that the service barely worked for the past two months, and she needed to cancel service.  We let her know that if she had contacted us to let us know she was having any issue with the service, we would have come out to see what she was having a problem with.  She claimed she called, but no one has spoken to her about any issues and there are no voicemails from her in any records going prior to the date of on-boarding.  She said we came to move the receiver, but it hadn’t worked well before or after that. Again, had she made us aware of any issue, we would have come out to diagnose it. We then proceeded to deactivate the account and told her we would pick up the equipment and would credit the remainder of the month’s invoice.
  

  After the correspondence with her, we accessed her account usage and checked our calendar, emails, and voicemails.  Going back to the date of account setup of 1/28/22 the only email contact from her is from 5/17/23 requesting to terminate service. The only dates on the calendar for her are the initial survey (1/14/22), scheduled installation (1/28/22) and one equipment maintenance service (8/2/22).  The service call on 8/2/22 was scheduled by us to adjust the receiver due to some upgrades and we needed to realign the equipment. The first call record from ***** is on 5/31/23 at 12:24 and there are no voicemails or callback request going back to original start date of 1/2822.
  

  Her usage since the beginning of her service with us has been high.  We offer unlimited data, so the amount of data used is not an issue but proof of usage.  The complaint that the service has never worked is not in line with the amount of data used on the account. Most internet providers throttle or charge customers for data used over a terabyte.  We do neither of these things.  Our service is strictly unlimited and without contracts.  *****’s account used over a terabyte of data every month she had service with us.  This is documented here:  (TB stands for terabyte)
  Feb. 2022 - 1.22 TB                                          Oct 2022 – 1.408 TB
  Mar 2022 - 1.364 TB                                       Nov 2022 -  1.451 TB
  Apr 2022 - 1.490 TB                                        Dec 2022 - 1.599 TB
  May 2022 - 1.375 TB                                       Jan 2023 – 1.369 TB
  Jun 2022 - 1.009 TB                                         Feb 2023 – 1.154 TB
  Jul 2022 - 1.165 TB                                          Mar 2023 – 1.488 TB
  Aug 2022 – 1.551 TB                                       Apr 2023 – 1.323 TB
  Sept 2022 – 1.873 TB                                      May 1-May 4 2023 – 207.73 GB
  
  ***** called on May 31 about the balance due on her account.  She stated that the Owner had a conversation with her boyfriend about the internet not working and that the Owner said he would credit the remaining balance of the account.  I contacted the Owner to verify the story and he said he told the boyfriend he would credit the days not used on the account.  I called ***** back to let her know that the balance showing was due and the days not used on the last invoice were already credited. The boyfriend then said that the Owner took responsibility for the service not working and said he would remove the balance due because of that.  I called the Owner again and told him this and he said that is not what happened, and the boyfriend had admitted that no one had called about any issues.  The boyfriend had asked for help with the last bill and Owner said he would help him with it.  We reached out to the 2nd Technician working that call and he had the same recollection as the Owner on what was said.  When I relayed this information to *****, the boyfriend stated: he was going to call the Better Business Bureau because there is a reason everyone is getting rid of our service - it doesn’t work.
  
  Summary of interaction with Technician and the boyfriend:
  

  When Technicians went to ******* house to pick up the equipment, the boyfriend told them that the service never worked.  The Technician told him if we had been contacted about an issue, we would have come out to correct any issues.  The boyfriend said ***** didn’t want to call and if the account had been in his name he would have called.  The Technician told him they should have called, Emailed or used Facebook Messenger even if his name wasn’t on the account; we still would have taken care of it.  They went back in forth in the discussion about this and in the end the boyfriend said he didn't know why she did not email and they do not use Facebook and they would “just have to agree to disagree” about the issue.  Then he asked for “help with the last invoice”.  The owner said he would help him with the final invoice and credit the days that the service wasn’t used.  The account was last used on May 4, but ***** did not contact to cancel the account until May 17.  When the owner got back to the office, he went into the account to make the adjustment, but it had already been taken care of from the prior correspondence with ***** about canceling the account on May 17th.
  

  There are no contracts with our service. If there was any issue it could have been resolved by reaching out or the customer could have canceled service at any time prior to obtaining a different provider.
  

  We expect the balance due to be paid because the service was used without degradation as shown above.  We are only charging for the days the service was used, not the unused days from May 4 (the day she stopped using the account) to May 17 (the day she canceled the account).