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Business Profile

Web Hosting

Crystal Automation Systems, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In July, 2022, we advised Casair that we had found other service. We also asked that they remove the equipment from our roof and they stated they would send service to remove it. Prior to the July date we were advised by Casair that they would no longer provide service in our area. Our service had been terrible for many months with their service staff visiting and unable to get good connectivity. We had service since June 2015 and paid our monthly fee through our checking account. We were issued a credit for cancelling our service. However, we never received this credit. In January, 2023 I contacted their office and was advised that a credit had been issued in October, 2022. I stated that I had never received a credit. Due to confidentiality they stated they could not give me the account this credit was issued to. I had our bank search our records and they also could not locate a refund for services.

  • Initial Complaint

    Date:08/17/2022

    Type:Billing Issues
    Status:
    Resolved
    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 just sent a message about no internet service for last hour and now it is working on 3 hours of no service. This happens repeatedly and I think this company should give credits and. Or charge for speed service they can actually supply coverage for.. I need a major credit since I dont have service for more than 5 hours per day. Times 30 days. Equals 150 plus hours times 5 months credit of over 750 hrs of time that I should get credit for.. how much do you value your client???

    Business Response

    Date: 08/22/2022

    BBB complaint -  ****, Kirstin  (******************* account holder)

    Complaint - *********************** States 
    Complaint Involves:
    Billing or Collection Issues 

    Customers Statement of the Problem:

    I just sent a message about no internet service for last hour and now it is working on 3 hours of no service. This happens repeatedly and I think this company should give credits and. Or charge for speed service they can supply coverage for. I need a major credit since I dont have service for more than 5 hours per day. Times 30 days. Equals 150 plus hours times 5 months credit of over 750 hrs of time that I should get credit for. How much do you value your client???




    Desired Settlement:
    Other (requires explanation)
    Billing adjustment; Billing adjustment; Billing adjustment



    Point Broadband Response:
    ************ subscribes to a wireless internet service with speeds that are Burstable up to 5 MB.  *********** lives in a heavily wooded area and her service can be subject to periodic interference issues, caused by weather conditions and foliage coverage. 
    Unfortunately, ************ has experienced episodes of interference periodically over the past several months.  There have been three trouble tickets opened by the **** over the past three months, March 16, 2022; April 30, 2022; and May 16, 2022.  There have not been any noted calls related to service from the **** since May 16, 2022. 
    Point Broadband does credit customers for 24hr periods that customer does not have consistent usable service.  System records show the **** have passed (downloaded) **** TB of data and uploaded ***** GB of data from March 2022 to August 2022 to date.   From August 12 to August 17 the **** downloaded ***** GB of data and uploaded **** GB.
    We understand how frustrating it is to not be able access the internet when you try to log in the first time and apologize for the Periodic delay is access.  Point Broadband has issued a $50.00 one-time credit for your troubles. 

    Customer Answer

    Date: 08/22/2022

     
    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:06/14/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 ordered internet from Casair a few years ago Point Broadband bought them out. I was paying $59.00 for 5 mbps I only get 1 or less. They advertise 1.5 for $54.95 and $74.95 for 25mbps. Point Broadband charges me $74.95. I called there around May 19 2022 to find out why and they told me they charge everyone $74.95 no matter if you get 100 mbps or 1 mbp. The next day I called them back and told them I want 25mbps for $74.95 seeing that I am already paying for 25 mbps. They told me they are going to run a test and see if they can do it. Nobody ever called me back. They never gave me what I am paying for. We have the worst internet and they are price gouging me. Look at their web site. All I want is what I'm paying for. I should have 25 mbps and I barely have 1 mbp. I can test it right from my phone. I would also liked to be refunded all the extra money they charged me. ********** Point Broadband is in ***********************.

    Business Response

    Date: 06/27/2022

    Submitted Via online BBB response box

    Response to BBB Complaint

    Re:BBB CASE#: 17423432

    Date of Receipt of Complaint: June 10, 2022
    Date of Response to Complaint: June 27, 2022

    Complainants Name and Address:

    *************************
    8383 *********
    *************, ** 49677

    Point Broadband

    Point Broadband is a broadband provider offering fast and reliable broadband services to residential and business customers in rural and suburban *******.

    Complainants Issue

    I ordered internet from Casair a few years ago Point Broadband bought them out. I was paying $59.00 for 5 mbps I only get 1 or less.They advertise 1.5 for $54.95 and $74.95 for 25mbps. Point Broadband charges me $74.95. I called there around May 19, 2022, to find out why and they told me they charge everyone $74.95 no matter if you get 100 mbps or 1 mbp. The next day I called them back and told them I want 25mbps for $74.95 seeing that I am already paying for 25 mbps. They told me they are going to run a test and see if they can do it. Nobody ever called me back. They never gave me what I am paying for. We have the worst internet, and they are price gouging me. Look at their web site. All I want is what I'm paying for. I should have 25 mbps and I barely have 1 mbp. I can test it right from my phone. I would also like to be refunded all the extra money they charged me. ********** Point Broadband is in ***********************.


    Point Broadbands Response

    After two sessions of testing for internet signal in ******************* property, Point Broadband was able to find usable Line of Sight signal, that allowed the technician on site to install Line of ************* and deactivate the 2.5 service that was providing ******************** internet service.  The change of equipment allowed Point to provide to ******************** with service up to 25 mg burstable speed.
    We can report that we are now able to offer and provide ******************** the internet speed she requested, burstable,up to 25 mg using Line of *************, by using different equipment and service plan than ******************** had previously.  Both the ******************** previous service plan and the new service plan cost the same price, $74.95.
    Although the 2.5 service has been subject to intermittent outages,******************** usage history shows that for the week before changing her service over to Line of Sight, she downloaded   ***** GB of Data and her service speed burst up to **** MG    The four weeks prior to changing over the service to Line-of-*************, ******************** downloaded ****** GB of data and her service speed burst up to 7.8 MG.  We do recommend doing speed tests from the point of service. The results are more accurate than when the speed test is done from phones or on equipment connected to a router.
    We are not offering ******************** a refund since her usage history does not appear to show that her use of service was adversely affected by the intermittent service issues that were experienced.

    Customer Answer

    Date: 06/28/2022

     
    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,

    *************************

Crystal Automation Systems, Inc. is NOT a BBB Accredited Business.

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