Complaints

This profile includes complaints for Velocity Internet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Velocity Internet

  216 S Vine St El Dorado, KS 67042

• 

  Velocity Internet

  PO Box 1242 El Dorado, KS 67042-1242

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:02/07/2024

  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.

  We started with Velocity Internet 2 years ago to find a better internet service in our area. We had to pay 600.00 for the pole to set our internet connection up. From the very beginning we had trouble with this internet. We probably had 30 complaints of not having access to our internet. I asked them several times to give us credit for non use of our internet and they never did. We constantly had to unplug and plug back in the connections to try and make it work and a lot of times it didn't work. I have always paid my bill before the disconnect date, but we are retired now and with everything so high. We were unable to pay our bill on the 20th of January. I called and asked for extension and they stated that they don't extension. I asked for a credit to my bill for all of the lost service times. I am unable to get out of this contract because there is a 450.00 cancellation fee and my contract won't be up until next year. I would just like to get out of the contract and move on. They haven't done their part to provide good internet service and won't work with anyone but at the same respect they are not taking accountability for their actions

  Business Response

  Date: 02/12/2024

  ***** ****
  had velocity internet service installed in March 2022. Ms. **** chose a
  three-year contract to waive the standard installation cost of $99.95.  A pole was installed to get her internet
  service and she was allowed to make payments on the price of the pole over 12
  months. During Ms. ****’s internet service time, she has had multiple internet
  issues. Each issue was addressed at the time. In several instances, delay in
  restoration of service was a direct result of the customer’s actions, such as
  refusing to return phone calls, being unavailable for a service call or pushing
  the date of the service call. Overall, I found 8 separate reports from the
  customer of service issues during the past 23 months. I have attached an
  account history showing the dates of reported service issues and the
  corresponding service orders and tickets. 
  Even though in many cases the length of service interruption was due to
  the actions of the customer, we will issue a credit in the amount of $78.73 for
  the reported incidents. I have attached how we determined the account credit.
  Ms. ****’s account is billed on the 1st of each month. Accounts are
  considered delinquent after 20 days. After the account becomes delinquent, the
  customer receives a delinquent notice giving them an additional 7 days to make
  a payment before disconnect. Velocity does not extend payments beyond that
  time. Ms. ****’s account was marked as past due on January 23, 2024. We sent
  Ms. **** a notice of the delinquent account. On February 1, 2024, and February
  2, 2024, we emailed Ms. **** regarding her past due balance. Ms. **** called
  our office on February 5, 2024, stating that she could not pay the past due
  balance. She received an automated phone call on February 6, 2024, notifying
  her that her account would be disconnected the next day. On February 7, 2024,
  we attempted to process a payment using her credit card on file per her terms
  and conditions. The transaction was not approved. Ms. **** internet service was
  disconnected for nonpayment on February 7, 2024. Ms. **** is under contract
  until March 2025. However, Velocity is willing to waive the $450 contract early
  termination fee. If Ms. **** returns her inside router to the office and pays
  off her account, her final balance will be $63.52 after her $78.73 credit for
  service issues. If she fails to return her inside equipment, she will be charged
  $133.86 plus tax for her inside equipment, bringing her final balance to
  $207.42. 

  Business Response

  Date: 02/23/2024

  On February 10, 2024, the customer paid to reconnect. In her original complaint, she said she wanted to cancel service but had a contract and wanted the early termination fee waived. We agreed to waive the fee. However, the customer did not actually want to cancel service, she just used the BBB complaint as a way to get a credit issued. Customer filed complaint because she was disconnected for nonpay.