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Business Profile

Internet Providers

Carolina Connect

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Carolina Connect's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carolina Connect has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint 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:08/16/2023

      Type:Service or Repair 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.
      Hello, on August 10th, Carolina Connect came out to my property to install fiber optic cable. At this time, I was not home and it was agreed they were allowed on the property to install the fiber optic cable. Later that same day, I confirmed they dug the trench with their equipment which took approximately 45 mins to complete from start to finish, using my cameras for an exact time line. During my inspection, I noticed my property was dug up several inches deep by the equipment extending through my yard and was not smoothed over. At no time during their visit, did they try to smooth the dug up area any more than they had to and I am terribly upset about my yard getting dug up without them following up on the issue. After documenting camera pictures and saving video files, I sent an email out on Friday the 10th, to info@Carolina Connect detailing the damage done to the property. On Saturday 8/12, they replied, the manager of the fiber optic cable would reach out to me and I never got a response. Today, 8/15/23, I spoke to customer service and I requested a district manager or supervisor name who who I could speak with or directly contact. I got the same response, as my email, stating they would reach out to the manager and they would reach out to me today and I never got a response. I have verified no miss calls on the phone and no text messages from 8/14 or from today 8/15.

      Customer Answer

      Date: 08/17/2023

      Hello, I just needed to supplement my pictures with the equipment used on August 10, 2023. This screen shot shows the company truck, equipment used and workers performing the task.

      Business Response

      Date: 08/18/2023

      CarolinaConnect is partnered with Aiken Electric Cooperative to provide high speed internet to their membership. In our business model, Aiken Electric is responsible for fiber engineering and construction through a third party engineering firm. CarolinaConnect is responsible for service installation once all construction and drop work on the outside of the home is complete. We have notified the third party engineering firm of the customer's dissatisfaction with the quality of the underground drop work. As of today, August 18th, at 12:00 pm, they have committed to making repairs to the customer's yard.

      In addition, as appeasement to the customer, CarolinaConnect will issue a one month service credit.

       

      Customer Answer

      Date: 08/18/2023

      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,

      Bryan ********

    Carolina Connect is NOT a BBB Accredited Business.

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