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:03/24/2025

  Type:Customer Service 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.

  My internet went out on 3/11/25. My fiance called Imperial Technologies on 3/11/25 to tell them we were having a service issue, they said there was an outage and service would be restored in 2-3 days. I called myself after that on 3/11/25, I didn’t believe their claim. When I spoke to customer service, they now said there was an issue with our router box and they would send a new which we would receive in 5-6 business days.
  
  I called again on 3/19/25 as the box had still not arrived. I was told it did not ship right away because they ran out but it had shipped today and I would receive it on 3/21/25. When I asked for a tracking number and looked it up, it said “label created, not in system”. I was told it would take 24-48 hours for it to update in the system. When I asked for confirmation that it was shipped I was sent an email from “David B****”, yea I’m sure thats his real name. The email couldn’t provide any tracking, all it said was that the device was shipped. As of today 3/22/25 I still don’t have the device and the status still says “label created, not in system”. I called yesterday on 3/21/25 to cancel my service. They said it was cancelled, when I asked for confirmation, they couldn’t provide it yet but I’d get an email in 24-48 hours. 24-48 hours is a common theme from them.
  
  I need to be refunded for the days of March 2025 that I have not had internet and I want confirmation that my service has been cancelled.
  
  Their customer service is absolutely terrible and they lie right to your face. They also leave fake ****** reviews after you get off a call with them under your name. **** ******* *** * ***** **** **** ******* ** ******* *** ************ ** **** ******* ** ***** *** ********** **** ** *** ******** **** *** ******** ************ ***** **** **** ** **** ** *** ******** ** ****** **** *** * * **** ****** **** **** ****** ***** ***.
  
  This is hands down, the worst company I’ve ever dealt with. Deceitful, rude and arrogant to no end.

  Business Response

  Date: 03/24/2025

  Hi ****,

  I hope you are doing well! We have initiated the refund. We do apologize for the inconvenience caused. We are sending you the return label, please send us the old box back. We had a network outage and your services have been cancelled.

  Regards,

  Imperial Internet

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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.

  3/10/25:Well my internet stopped working. I received no notification as always. I spoke to an agent he advised there is an outage in the area. Services should be restored in a hour or so. Cool.
  2 hours go by still no service. So I call back and I spoke with Bruce he advices me no it will not be on in hours it will be back up and working in 2 to 3 days. And says have a good day. Well now I would like to speak with a manager because I work from home.
  He transfers me to another agent not a manager. The new lady agent then tells me no technical issues just an issue with my box however I just got this new box 2 months ago. With all the different info I definitely need to speak to a manager. She couldn’t tell me why I was sent from agent to agent when I asked for manager.
  After 30+ minutes and asking several times she gets Sean who says he was a manager. He advises they are having issues with the tower we get service from and it will be out for 2 to 4 weeks and that he can priority me a new box which will now be on *** towers.
  I asked him if he could advise why do I always have to call in I don’t get any notification about issues.
  He responds well you should get notifications I told him we have been with you all over a year and never a notification.
  He then stopes talking I wasn’t sure if I got disconnected. So I said hello Sean..He tells me well I said all I have to say to you. I told him as good customer service if I should get messages why not check to see why I am not getting them he said we have a lot of customer we are helping today cause the systems are down and hung up the phone on me.
  3/21 internet started back working and box was never received. It worked a week now back out and again crappy customer service. I was promised new box in 3 to 4 days then 2 -3 days. Now they don’t have accurate info to give and I hope I get it next week sometime. But I’m not getting $ from my job because they didn’t send out box last time and now I’m waiting for new box.

  Business Response

  Date: 03/22/2025

  Hi ******, I hope you are doing well! We apologize the inconvenience caused. I have shared the tracking id with you for USPS : **********************. It was caused due to network outage and we have posted $ 100 credit to your account for next billing. 

  Regards,

  Imperial Internet

  O: 888-483-4115

  Customer Answer

  Date: 03/30/2025

  Complaint: ********
  
  
  
  I am rejecting this response because I missed several days of work.  If your will to do 200.00 which takes care of 2 bills and half of what i missed from work I will accept that  Due to being the second time it’s happened and I didn’t make a big deal or report anything after the first time even though I was lied to then about the shipment of my box.

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

• Initial Complaint

  Date:06/11/2024

  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 started up the service in March of 2024. I paid them $279.99 to set up the service. They did not send equipment until 3 weeks later. The following week I got a bill for $105 for my internet service and $25.52 for my phone service. When I asked why I was being sent a bill immediately for a service I had just set up I was informed that they start billing from the day you start service even if you don't have the equipment. During this time, I had called in several times because the service was not working. I was told over and over to unplug my modem, move my modem to a window, and that it would not happen again. I did everything they asked, and still the problem persisted to where I was calling in at least 2 times a week and being told the same things. I paid for March, April, and May in hopes the service would finally be repaired, it was not repaired each time they charged me the $105 and $25. I had to look for other services as where I live has limited services. When I was finally able to find other service and it was set up, I called to cancel. They first tried to sell me other products and then when they finally accepted the fact that I was disconnecting services they refused to compensate me for the time I had paid for that was not getting used. They also required I pay for shipping materials as they don't provide it. They are predatory and take advantage of people who live in rural areas who have limited access to other providers. They do not care about their customers and they do not offer any kind of valid customer support.

  Business Response

  Date: 06/24/2024

  Good afternoon,

  We can only offer one month's worth for a refund as there is data usage reflecting for the months of March through May equaling almost five terabytes of data. The months of March show that the customer used 2000GB, April 1900GB, and May at 500GB. While we do apologize for the delay in her receiving her router in time in March we can not issue a refund for the months that the customer had and used the device, nor can the activation fee from the initial sign up be refunded as that is, usually stated up front, as being nonrefundable. The refund is already in the process of being issued back to them. 

• Initial Complaint

  Date:04/29/2024

  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.

  Called spectrum and ended up here,they lied and said I could get spectrum cable.sold me wireless for 450 dollars which iam sending back.I need to be off their auto pay

  Business Response

  Date: 05/05/2024

  We have initiated,  the committed refund of $350 for your ******** internet subscription.
  
  We apologize for the inconvenience caused from our side , we appreciate your business and hope you will consider ******** internet again in the future.
  
  If you have any questions or concerns, please do not hesitate to contact us back.
  
  Regards
  
  Christopher B****
  ************

• Initial Complaint

  Date:10/24/2023

  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.

  I bought a condo in ******** and called ******* cable company and ordered 2 cable boxes and an internet router. I received one cable box on one shipment and then 2 days later received an internet router from imperial. I didn’t know how to set it up so I contacted ******* support and they told me that I never ordered an internet router. They told me that it might be a third party vendor. So I ordered the extra cable box and there router. I contacted Imperial and wanted to return the unopened box and they hung up on me. I called right back and they put me on hold for 20 mins then the phone hung up on me.I called back the third time and asked for a manager and was hung up again. On ********* *** 2023 the original call to ******* for the initial order imperial charged my credit card for $115.00 and I noticed on ******* **, 2023 they debited my credit card for $70.00. All I want to do is to send back the unopened router back to them and have them stop then from debited my account. I’m afraid that they might sell my account information so I cancelled my debit checking card with my bank. How do I resolve this scam?

  Business Response

  Date: 11/01/2023

  Good morning,
  Attached here are the call recordings made by Mr. ******* as well as the invoices issued out to him. In the initial sales call, he is informed that our business is named Imperial and there was no mention or indication that either the rep or Mr. ******* was miscommunicated that it was a call to *******. Our Terms and Conditions were also read by the sales rep in the call. The Sales Rep never miscommunicated that the customer is getting Internet service from *******. It is also mentioned on the invoice and recording that services and billing is from Imperial. In his calls to us there were instances of his call unfortunately dropping, not being deliberately disconnected, with Mr. ******* mentioning that he was getting a call back from ******* themselves. In the longer 14 minute recording it was acknowledged that the call had dropped by both the rep & Mr. *******. Finally, Mr. ******* is entitled to a refund for his ******* **** bill of $70, however as noted on the invoices, the initial activation fee is non-refundable. The sales managers have already begun issuing his refund and is, as of the time of writing this, already being processed. If there are any questions, comments or concerns, please feel free to contact us.

• Initial Complaint

  Date:09/13/2023

  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.

  they have taken money out of my account without my authorizationon ****23 and ****23 for service that is not even in my name i have tired to resolve by calling but it has not gotten any where i have notified my bank about the situation and was told to report it to yall i have all statements from bank

  Business Response

  Date: 09/18/2023

  Good day
  
  I have included the original sales call and two invoices for this customer. The call begins with ***** ****** speaking before handing the phone over to ********* ********. At around the 7:22 mark, ********* ******** stated that it didn't matter whose name is on the account after being asked by the rep. ** ****** ** ****** ** ***** is used as her billing address as provided by her. The shipment address is **** ******* ***** ***** *** *** ******* *** The terms and conditions were read to ********* and she did respond and agreed to the T&C. The two invoices provided indicate the two months of nonpayment which was explained to her that any nonpayment would result in suspension as well as equipment charges for any equipment not returned.. There appears to be no indication of misleading info from the rep and Mrs. ******** appeared to understand and agree with all terms, conditions and descriptions of the services that she was signing up to receive. ********* did agree to the charges and there was no mention or indication that the card being used was not authorized by either ***** or *********. 

  
  As of the time of writing this we have yet to receive anything returned from ********* or *****. 

  Business Response

  Date: 09/18/2023

  Attached are two invoices for the customers for June and July.

• Initial Complaint

  Date:03/15/2023

  Type:Product 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.

  Made an order last ******* ***** *** imperial is refusing to refund me back my money after I cancel the order on the *** when you call they say that they was going to intercept the box which was less than a 24-hour period a week and a half later they're saying that I have the box which I don't and they refuse to cancel my order and refund me my money of 154 and 99 cents

  Business Response

  Date: 03/20/2023

  Good morning, *******

   

  I apologize for the confusion, the box is being returned to us late and it is being tracked by ***. We will issue the refund and we would like to offer you 30 days free to see if you would still like to give Imperial Internet another try. If there are any questions, comments or concerns, please feel free to reach out to us.

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I haven't heard from this company nor have I received any refund . I haven't received the box and this company should and does have insurance. So now a month and half later still no refund.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/24/2023

  Good afternoon, *******

  We have already issued your return and it should have been received, please confirm if you have already received it. 

  If there are any questions, comments or concerns please feel free to contact me.

  Thank you

  Customer Answer

  Date: 05/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising 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.

  We signed up for the internet service 4-5 weeks ago and received the box with a SIM card a week later. The SIM card is from the ******* network which does not work in this area. After 3 separate phone calls they agreed to send us an **** SIM card. This never came. Between my fiancé and I we have since called 20-30 times. Each time we were told we would receive a call back and did not. They would not provide us with a phone number other than the main service line. Each time we call, we spend 25 minutes to an hour reiterating our issue. Finally, my fiance called again and was told they are not contracted with **** and no SIM card was ever to be sent. At this point, my credit card has been charged $105.58. I called one last time to tell them I wanted to be reimbursed and to provide me an address to send the router back that never once provided internet. After 25 minutes, he refused to cancel my service or reimburse me any money. He did not give me an address to send anything back. He then said someone would be calling me and hung up. During these calls, I have been laughed at and spoken to more rudely than I have ever experienced in my life. There are no other internet service providers in this area. I work from home on Thursdays and rent to tenants. It has impacted my business. I only wish to be reimbursed the money they inappropriately charged me for services not rendered and to send back their faulty equipment. I appreciate any assistance you may offer in this matter.

  Business Response

  Date: 03/20/2023

  Good morning, *******

  We are issuing you your refund and we do apologize for the inconvenience. We would like to offer you a free 30 day service for your troubles if you do decide to move forward with Imperial. If there are any questions, comments or concerns please feel free to contact us.

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  My elderly mother was told that she was purchasing internet and tv services for $89 per month. Instead after receiving the router she was told that she was only getting internet service at a charge of $99 per month and tv service was not available in this area. She was misled so she canceled service but was told that $75 was an activation fee and non-refundable. We are requesting that the $75 be refunded to my mother.

  Business Response

  Date: 02/22/2023

  Good Day

   

  We have sent all documents to the BBB

  This is Christopher B**** with Imperial Technologies Inc. As mentioned when I spoke to ******* **********, we have attached the recording and invoice that shows that our rep had properly went through the explanation and details of the services that Mrs. ****** *** was getting. The only time in the call that Mrs. *** mentions TV services is when she mentioned that she is a long time customer with ***************** Our agent did *not* indicate that Mrs. *** was getting TV services along with her internet or did she misled her in the pricing. However we would expect our agents to always inform customers of any taxes and fees that are added through the STATE that the customers live in, which we have absolutely no control over. We would like to know how Mrs. *** was misled in the information given to her, besides the fact that the agent did not verbally mention additional taxes and fees, this information is indeed on the invoice and everything the agent did was in accordance to her training and the legality of our operation.

  I also have to mention that we can not refund the $75 activation fee as it is non-refundable, as mention by the agent at least twice and on the invoice given to Mrs. ***. We do apologize that this misunderstanding had taken place but we will respond to false/inaccurate claims that we are misleading customers when written information is provided along with verbal in what our customers are signing up for.

   

  Thank you,

  Christopher B****

  Administrative Manager

  Imperial Technologies Inc