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:08/20/2024

  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.

  You scheduled maintenance that will disrupt service for an entire day, yet provided less than 48 hours’ notice. Despite this, we are still required to pay for services we won’t be receiving. In the past, maintenance was done overnight, minimizing impact for those who work from home. This recent approach is frustrating and inconvenient.

  Business Response

  Date: 08/21/2024

  Hello ***,Thank you for reaching out through the BBB and for
  escalating your concern to us.I understand your frustration regarding the scheduled
  maintenance, which is set for tomorrow during the day. Due to the nature of the
  work, which involves accessing backyards and poles, it cannot be performed
  during our usual overnight hours of 12 AM to 6 AM for safety reasons.We apologize for the shorter-than-usual notification time.
  This maintenance is essential to ensure our infrastructure remains reliable and
  to prevent future disruptions. We strive to conduct such work during overnight
  hours whenever possible.We acknowledge your concern about paying for a service that
  will be temporarily unavailable. Based on your current Basic plan at $55 per
  month, your daily cost is approximately $1.77, or about $0.07 per hour. We
  anticipate a downtime of approximately 5-6 hours, and I would be happy credit
  your account for this period, once the maintenance is complete.Thank you for your understanding. If you have any further
  questions or need additional assistance, please feel free to reach out.Kind Regards,Greenlight NetworksMichele G********, Director of Customer Experience

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair 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 advertises and sells seamless fast, consistent, reliable Wi-Fi connection, however the service recently went out for more than a day, which led to me using unplanned personal time at work for the first time in 7 years. I was told by their customer service they have no eta for repair, and they do not provide credits for outages. I requested a supervisor and was told I would be contacted within 24-48 hours. About 48 hours later a supervisor left a voicemail on my phone asking me to call the 800 number back if I still needed assistance. At that point you are at the back of the line, will have to wait an additional 24-48 hours for a callback, and babysit your phone so you do not miss their call. Terrible customer service, and unfortunately I cannot recommend the service. I was also told I was signed up for text messages and would receive a text when service was restored. This text message was never received. Also, they drill a large hole through your house when setting up your service, which looks terrible, and you can feel air and see daylight through the hole even after it's "plugged" . Pictures attached.

  Business Response

  Date: 07/25/2024

  Subject: Resolution
  of BBB Complaint #******** and ****** Review
  Hello ******
  I hope this message
  finds you well.
  I'm writing to
  confirm that we have received your BBB Complaint #******** and noted your
  1-Star ****** Review. We sincerely apologize for the outage you experienced
  earlier this month.
  To address this
  issue, we have credited your account with $5.00, which reflects the
  inconvenience caused by the outage on July 9th and 10th.
  If you have any
  further questions or concerns, please don't hesitate to reach out to us.
  Thank you for your
  understanding.

  Customer Answer

  Date: 07/29/2024

  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. Although I do wish Greenlight's customer service was better trained, I do not believe it should take two days to get a call from a supervisor, and they could do a much better job on installation. I do find the resolution is satisfactory, but just satisfactory, and I would not recommend this service to anyone. 
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/12/2023

  Type:Billing 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.

  I signed up for Greelight Networks, after working with a sales person at a public event. They were offering free installation. They did not provide any codes or promotions codes to me. I signed up well in advance of construction on this promise. In addition, Greelight has offered this promotion as recently as this month. I confirmed that this was a promotion they offered. I reached out to customer service in multiple ways. (1) I opened a ticket requesting a refund or credit for the $100.00 install fee. They closed my ticket without responding. (2) I speak with a person via chat on Friday Dec 8. They said a supervisor would respond. I waited until Tuesday Dec 12 to reach out again since there was no response. This time, I received the same information - that supervisors were not available and they would get back to me. This time I insisted that a resoltuin occur. They said that all discounts needed to be applied at the time of sign up. This is despite confirming the promotion, and indicating that I was told in no uncertain terms by a Greenlight employee that it was a free installation promotion. They said they could not assist - and immediately moved to asking me about disconnecting. I have noticed this is aa common issue, and that other have complained bout the bait-and-switch. I would like a $100.00 refund (or account credit), OR discoccenct with a full refund of the install fee.

  Business Response

  Date: 12/20/2023

  We
  appreciate the fact that you took the time to file a complaint to the BBB and in
  a gesture of goodwill, we will credit your account the $100 installation fee.
  If you decide to cancel your service within 60 days of this credit, you will
  not be eligible for a refund of this credit.

  Customer Answer

  Date: 12/21/2023

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  Because I worked directly with a Greenlight associate, the promotional code should have been applied at the time, or I should have been apprised of the need. I would urge the company to review their sign-up practices to be assured customers are aware, and to work directly with customers who raise this concern after they are billed. Regards, ****** *******

• Initial Complaint

  Date:11/09/2023

  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.

  I was referred by a friend over a year ago to get Greenlight Internet. I signed up using a free installation promo they were having at the time. The service was under construction. I originally signed up back in spring of 2023. Finally in the fall of 2023 it was installed. They said there is not promo code associated with my account. I have no idea what the code was as I received the offer months ago and used it in the spring while setting up to get service. They charged me $100 for installation. I signed up under a promo for free installation and because I have no idea months later what the original code was they will not honor free installation even though they offered it again a few weeks ago after I had mine installed a two weeks prior.

  Business Response

  Date: 11/15/2023

  Dear
  Ms. ******** *****, We
  have received your complaint filed with the Better Business Bureau in regard to
  a promotional offer (code) and a free installation. We
  have researched your account and found when you placed your order on May 5,
  2023 you did not use a promotional code for a free installation. When
  you emailed on November 9th, asking about the free installation, we
  informed you at the time that your order did not have a promo code for a free
  install and asked that you provide us a copy of the email or a screenshot of
  the promo code that we could apply. Unfortunately, you did not reply. We
  did a bit more research to see if there was a promotion being offered at the
  time you placed your order (dated May 5, 2023) and we did not find any
  promotional offers for your district during that time period. Our records also
  indicate that you downgraded from the 1Gig Faster Plan to the Fast 500 mbs Plan
  on October 26, 2023. We
  appreciate the fact that you took the time to file a complaint to the BBB and
  would like to offer a $25 credit to your account if you would like upgrade back
  to our 1 Gig Faster Plan or if you add our Total Managed Wi-Fi. Please
  understand that you would need to stay on either of these new plans for a
  minimum of 3 months. I
  have made a note on your account of this offer and should you decided to upgrade,
  please call one of our Concierge at ************ or email us at ****************************** and they can take care of this for
  you. We thank you for being a Greenlight Networks customer.

• Initial Complaint

  Date:01/17/2023

  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 canceled my green light service on 12/22/22, I told incorrectly charged an enrollment fee even though I joined during a promo of waiving the enrollment fee. I’ve called Greenlight on 12/22 and 12/23, I was told I would get a refund - which has yet to post on my bank account.
  
  Chris a supervisor is the rochester location who I spoke to who told me I would get a refund. Chris called and said he’d like to fix the issue and send a tech out on 12/28 to see if the signal could be fixed. No one showed on 12/28 and there were no calls from Greenlight. Literally said to me “you’ll be talking to me all next week, we will get this solved.”
  
  12/29 I called Greenlight and was told Chris would call me back and never did.
  
  12/30 I called Greenlight to speak to Chris about STILL not being refunded the amount owed. I spoke to someone who stated he sees the refund was “started” which is exactly what I was told on 12/22/22. I was told Chris wasn’t available to speak.
  
  I’m supposed to be refunded everything but the prorated usage amount - I was told my refund would be around $150.
  
  I was supposed to receive a call back from supervisor Chris G on January 4th - he never called me back.
  
  1/4 - I have yet to receive any return communication from a supervisor who I am told are both named Chris.
  
  I am still attempting to track down a timeframe for this refund that I started on December 22nd.
  
  1/9 - I received an email from Greenlight stating a refund is being processed but no timeline. I have yet to receive a call from a supervisor at this company. I have requested contact information of the supervisors of the supervisors and was told they could not provide that.

  Business Response

  Date: 01/27/2023

  Greenlight Networks processed the refund of $150 for Mr. ***** on Jan 18, 2023 and called and spoke to him that the refund was processed and asked if he has seen the credit, his reply was "no". Apologized to Mr. ***** for the outcome and communication of his escalation and how it was handled internally by the supervisors. Mr. ***** said he is still waiting for a call from their supervisor, explained that it was me. I apologized again for the mishap and explained I will follow up next week to see if it has been credit back to his card ended in 2771. On Fri Jan 27th called and left Mr. ***** a voicemail to follow up and confirm that he has seen credit back to his card. Typically takes 3-5 business days, so he should see it on his account. Asked him to call with any further questions. ###-###-#### Michele G. Director of Customer Experience.