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:07/10/2025

  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 am filing this complaint against a company called Updater, which presents itself as a platform for assisting tenants with setting up internet and utility services when moving into a new residence.Updater contacted me and displayed the logo of my new apartment complex, Arrive, on their website, which gave the impression that they were officially affiliated with the property. Based on this, I followed their process and placed orders for internet service and utilities through their platform. For the internet setup, I already paid fees for router rental and in-home installation.However, shortly afterward, the property manager at ****** informed me that I was not required to use Updater and that tenants were free to choose their own providers independently. Upon learning this, I immediately contacted Updater and asked them to help cancel my orders and process a ********* my surprise, they refused to take action, claiming that "due to privacy regulations, most providers do not permit us to act on a customer's behalf for such requests." I find this unacceptable and misleading. As I placed the order through Updater, they should be responsible for coordinating the cancellation or, at a minimum, facilitating direct communication with the provider. It is not reasonable that they direct users to order services via their system but then claim no responsibility for post-order support or cancellation.I am moving to ******* next week and urgently need to resolve this situation. I request that:Updater take immediate responsibility for contacting the service provider to cancel my utility and internet setup order, and Issue a full refund, including the router rental and installation fees I have already paid.I believe this case involves deceptive business practices and failure to provide basic customer support. I ask ******************** to assist me in holding Updater accountable.

  

  Business Response

  Date: 07/18/2025

  Updater functions as a third-party authorized retailer that facilitates the ordering of home services, including TV and internet, for residents. While we assist in initiating these orders, the direct management of billing and account information rests with the service providers themselves, such as ********
  Upon receiving the customer's initial complaint regarding an Xfinity order that was pending on our system but untraceable by Xfinity, we took immediate action. We empathized with the frustration and confusion caused by this discrepancy.

  To resolve the issue, we contacted ******* on the customer's behalf. Our direct communication with an ******* representative confirmed that no active order was in place at the new service address, as the address was not serviceable. Furthermore, no order was found under the customer's name, phone number, or new address in Xfinity's system. We also ensured the order was canceled on our end.

  This was communicated to the customer, and they acknowledged the resolution of their concerns.

  Regarding the payment inquiry, as the Xfinity order was not fulfilled and no service was established, no charges should have been processed. We have informed the customer that if they observe any charges on their credit card statement, they should provide a screenshot for further investigation and rectification.

  Sincerely,
  Updater Customer Support

• Initial Complaint

  Date:02/13/2025

  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.

  This company is signing my name on emails it sends out without permission and appears to be impersonating me and or misrepresenting an affiliation or recommendation from me to my clients. I don't know how they got my email or my client's email address. My client said they sent the email as though it were from me, and I have attached it here. Additionally I previously asked this company to *********** itself from me and they confirmed they would no longer contact me or my clients. Yet they did again. This seems highly illegal. I've attached the old confirmation from Updater confirming they removed and clearly they didn't.

  

  Business Response

  Date: 02/24/2025

  We fully acknowledge that you may have inadvertently signed up for our services via the Skyslope integration. In reviewing the previous request from 2023, we found that the automated invites were disabled but the account was not canceled. As of February 11, 2025, the Updater account assigned to *********************************** has been canceled and your clients will no longer receive any communications from us. We sincerely apologize for any frustration that you and your clients may have encountered.

  Customer Answer

  Date: 02/28/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ***
  
  
  
   
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  03/14/24 - I was contacted via email concerning my *** order. I was provided with a reference number and told to contact immediately. I called the number and the business hours were closed.03/15/24 - Called their office and was connected to a customer service rep. ***** rep explained that in order for me to schedule an appointment with *** internet to install their equipment, they needed to run a second credit check. I confirmed with the rep that they already ran 1 check yesterday. The rep went around in circles conflicting his answers about why he needed to run another check (system error, a check wasnt done yesterday, its just our process to complete the orders.) The rep ultimately settled on his answer of why there needs to be multiple credit checks is its just our process to complete the orders. I asked if the call was being recorded. He said yes. I asked for a recording of the call to be sent to my email. He refused. I asked for their legal counsel contact information- the rep instantly replied with hello (x) customer are you there? And similar phrases attempting to **** off he cant hear me. I have 5 bars on service. The phone call was nearly 14 minutes long and was talking to their rep for the period of approximately 11 minutes straight, ******* clear communication. The rep was being deceptive.I called their company again and spoke with a new agent. Asked if they are a ** based company. She said yes. I asked what state do they do business in, she stated *******, **. I asked again for Updaters legal representation. She went silent.It is clearly trained in their call center to discontinue any communication with the customer when they request their legal counsel information.I want my credit report to not be impacted multiple times. I want my credit reports to be free of their inquiries. I want to be contacted by the company and provided with their legal counsel contact information. I want recordings of the two phone calls I have made to them.

  

  Business Response

  Date: 03/20/2024

  We appreciate you bringing this to our attention and apologize for the customer's experience. We are investigating this matter and have reached out to the customer directly.
  

• Initial Complaint

  Date:06/20/2023

  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.

  I used the updater app for it's useful purpose to help assist with my move. When I got to the option to setup wi-fi, I saw that they were paired with Xfinity and it would be easy to setup my wifi. A couple of days passed after I put in my order through updater, and I was already charged through Xfinity billing. But I did not have an account setup. I called Xfinity to see if the account was setup through the info Updater provided but Xfinity said there was no order under my name. This began a strenuous process of having to get Xfinity setup on my own. After I set it up on my own, I wanted to make sure that there wasn't another account being created and that I could get my money back from updater as my order was never placed. I sent in an email to updater to get the amount of money I paid for the order that according to Xfinity "did not exist". I talked to a customer support from ********************** who told me that I would have to do it through Xfinity and he provided me a customer support number. When I called, ******* responded very rudely again saying that no order was placed. I emailed back Updater letting them know the situation, and they never responded. It feels very unprofessional knowing my order was never placed through this app, yet I was charged.

  

  Business Response

  Date: 06/22/2023

  We are investigating the issue and we have reached out to the customer directly.

• Initial Complaint

  Date:03/20/2023

  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.

  On 3/17/23 a company called "Updater" that I was forced to use to establish **************** at an apartment I will be leasing after the sale of my home took $100 I did not authorize from my bank account. In trying to speak to them to resolve, they said they would not be able to help. In trying to explain their mistake, they said I was wrong. I contacted them asking them to delete my account and correct the issue. They refused. They refused to do ANYTHING to correct the money they stole from me, said it wasn't their problem, said I must be calling the wrong number. I want my private information removed from their records. They refused. Please assist in having MY information PERMANENTLY DELETED from the company's database. Hopefully **** will help me recover the money stolen by the UPDATER agent on their behalf.

  

  Business Response

  Date: 05/03/2023

  Hi *****, 

  Thank you for bringing this situation to our attention. 

  We really appreciate you taking the time to share your experience with us and were sorry your experience didnt match your expectations. Our goal is to streamline the entire moving process and ensure that your move is as simple and stress-free as possible. Your comments are really helpful in highlighting opportunities to improve our service and our Customer Support team has reached out to you directly to address your concerns. 
  

  Please feel free to reach out to *********************************** with any further comments, concerns, or suggestions you wish to share.

  Regards,

  Updater Customer Support