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:01/05/2023

  Type:Customer Service 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.

  *** *********************** provides landline phone and internet service. They (to my knowledge) have a monopoly on a landline service in our area and sadly due to medical needs of my son I am necessitated to have landline service. It seems logical for me to also bundle my internet service with the landline service. Since utilizing this utility company, I have ran into numerous issues not only with customer service, but with actual consistent product delivery and billing. When attempting to resolve I am provided only opportunities to resolve within my work hours even after illustrating my very limited availability to be available during their open hours. Even after requesting the ability to make a specific "appointment" time to discuss to ensure availability. When service is not delivered due to their "technical" issues, I have been the one to request even demand a credit for absences of services rendered rather than the company offering any pro-rated billing due to this issue. To make matters worse, my older parents (70 and 80+) use *** in another county and ran into difficulty and asked me to intercede. It was initially indicated that they/we were mistaken and that *** could NEVER have provided the equipment that my parents had, only to after numerous hours/time spent learned that indeed it was *** outdated equipment. I have been treated horrible and if not persistence and unwilling to accept mediocrity in service that I pay for I would be taken (as well as my parents). It is unfortunate that a company, mind you a presumption of a local company would find this acceptable. The indication that we should support local and that this company strives for customer service is not accurate and even after researching myself to connect to customer service leadership, I was treated as if I was ignorant as to how could I ever possibly know how to ****** this information. I hope the BBB recognizes the very nature of "better" means this company needs to do better.

  Business Response

  Date: 01/19/2023

  MEI ********************** does not have a monopoly in ***** County, there are other internet and phone providers available in her area according to the ******** Broadband site, which includes AT&T.  Additionally, over the last 12 months, MEI ********************** has made great strides on improving customer and technical ******************** to our customers.  In this case, we were able to fix the customer issues within 48 hours and gave credit on the account for the days with limited services.   Furthermore, MEI ********************** has 24 hour technical support services available by phone, and in person technical assistance available weekdays from 8:00 a.m. until 4:30 p.m.  
  

  Thank you,