ComplaintsforLR Communications

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company cancelled my Internet service out of retaliation for filing a complaint with the FCC about their Internet speeds. When lance the company president contacted me with a very hostile email I informed him that I have ordered Starlink and I will cancel my service with them when my equipment arrives. They proceeded to turn off my Internet today with 3 weeks until my equipment arrives. There is a disabled person in the home with a terminal MS diagnosis and no cellphone service due to our rural location, we relied on WiFi calling for her to communicate with her doctors and to request emergency services when needed. They have taken away our ability to make sure she does not die out of retaliation. I have been a customer with them for 5 years with almost no issues until now. They billed me for another month of service just 2 weeks ago.

  Customer response

  03/25/2024

  I would like a formal apology from LR communications president lance. 

  Business response

  03/25/2024

  This customer is severly disgruntled. 
  
  This customer was disconnected for cause.  
  
  He believes the action was retaliatory.  
  
  He has resorted to bashing this company with negative Google reviews, and is now attempting to enlist others to his perceived cause.
  
  He has created a complaint to the FCC, Google reviews, and now the BBB.  
  
  It appears that this person has "an axe to grind", and he has even made threats to come protest at our office door.  
  
  As of this time, the customer has not returned all of the equipment and still owes a balance for the unreturned equipment.

  Thank you for the forum to respond, 

  LR Communications

  Customer response

  03/26/2024

  I have added a picture where the removed their antenna and stole my old satellite mount it was attached to, which I would like returned to me. I also have a video of me dropping off the remaining equipment yesterday and the csr accepting it. Video files are not supported to add to this review so if needed I can take several screen shots from the video as proof. As you can see in the picture they also cut and left behind their cabling which I must incur the cost to dispose of.

  Customer response

  03/26/2024

  Here is a picture with my mount and the satellite still attached to it before LR took the satellite off and put on their antenna. Top left corner of the picture. 

  Business response

  03/27/2024

  To Whom it May Concern,
  The Customer opened a ticket through our customer portal requesting to know when we will meet what he referred to as speed requirements.  We responded that we offer plans up to 1000Mbps in select areas, and we did not have any further public releases or announcements in his area.
  The Customer threatened to report LR Communications to FCC citing what he perceived to be requirements.  We responded that he was within his rights to make a complaint and/or disconnect services if he was dissatisfied.
  The Customer responded that he thought we were being hostile. Shortly thereafter, his internet connection started exhibiting high and very unusual traffic levels. Later our NOC noticed this activity and it was identified as a Denial of Service type of attack on our network. The activity was negatively affecting other customers nearby. This activity is in violation of our terms of service.
  The customer address is in a physical location where speeds up to 100Mbps x 100Mbps have been available for more than 3 years. 
  The customer referenced Broadband Standards as outlined in FCC-CIRC-2403-02. LR Communications has NOT sought any federal or state funding such as BEAD.  In light of the fact that LR Communications is NOT seeking public funding, this publication has no bearing.
  The customer’s use of the circuit is in direct violation of the applicable terms of service and was cause for disconnecting. The Customer was given several options, including changing his plan or elect to disconnect. He elected to disconnect and we executed that option as timely as possible to protect our network and other subscribers. The disconnect of service occurred the morning of Monday March 25, 2024.
  
  Given the current threat of legal action, we respectfully decline to comment further on this matter.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I discontinued my service with LR Communications in January. The inside equipment was returned with an acknowledgement on 2/6/2023. The outside equipment was collected with notification on 2/13/2023. LR collected equipment I previously purchased. I went to the Evanston store to notify them they collected the wrong equipment. On 2/28/2023, I received an email stating they could not find where I purchased the equipment. I did not purchase it from LR Communications. On 3/8/2023, they requested I send them a receipt where I purchased the equipment. LR did have a record of the sale. Neither did LR have an inventory record of the collected equipment. They just assumed it was theirs. On 5/15/2023, LR collected the other piece of equipment without my permission. I had requested for them to make an appointment so I would be present. LR Communication was denied access to the property unless I was present. I discussed the issue with Lance. He said the equipment was his because I did not have the original receipt. Lance offered to resell the collected equipment though. However, he would not return my equipment. The efforts made to assure that LR Communication's rightful equipment was returned was met with theft accusations, intimidation, and threats. In the end, LR Communication retrieved the additional equipment without notification. They refused to return my equipment.

  Business response

  06/05/2023

  Fact: Customer had multiple "radios" on the residence prior to the initial disconnect request. 
  
  Fact: Customer requested termination of services in January 2023.
   
  Fact: The disputed "yagi" equipment had a MAC address clearly noted on the signed Customer Service Agreement at the time of install on 5/16/2019. Later, on 10/29/2018, A NanoStation M2 was installed on a signed equipment form.  
  
  This type of equipment change is typically due to a customer speed complaint or updating technology to provide better service.  
  
  The yagi equipment was not removed from the residence at the time of the equipment exchange due to excessive ice on the roof preventing safe technician access for retrieval, and customer no longer having access to some type of specialty ladder (mentioned in call logs).  Based on the safety concern of ice on the roof, the equipment was left there, and was not collected.
  
  Fact: Inside equipment was returned per No-Term ISP Agreement on January 30, 2022.
  
  Fact: A NanoStation M2 was collected by a technician on Feb 3, 2023 per the disconnect request.   
   
  It was later discovered that customer still had the originally installed "yagi" type radio still on his residence.  Customer declined to allow LR Communications (LRC) to collect the remaining equipment, claiming ownership.  
  
  Customer spoke at length with Lance, and at that time was either unwilling or unable to provide proof of ownership for any equipment, any proof or records of MAC address(es) of equipment, or any proof of payment for equipment.  
  
  Fact: It was determined that the customer was unable to access the radios electronic management software.  Access to radio devices on our network is strictly protected and customers are not allowed to access these devices in any way due to network security purposes.  
  
  Electronic management in the device still had company credentials, and thus was not customer owned.
  
  Fact: "Yagi" radio was collected  on a second disconnect ticket completed May 15, 2023.  
  Fact: Customer has not provided any proof of ownership.
  
  Fact: Customer contract (ISP Agreement) clearly states in section 4 Subscriber Obligations  "9. You agree to allow us and our agents the right to enter your property at which the Service will be provided (the "Premises") at reasonable times, for the purposes of installing, configuring, maintaining, inspecting, upgrading, replacing and removing the Service and/or LRC's equipment used to receive the Service. You warrant that you are either the owner of the Premises or that you have the authority to give us access to the Premises..."
  
  The second disconnect for the "yagi" was completed May 15, 2023 at 3:05pm, which should be considered a reasonable time as stated in the contract (ISP Agreement).
  
  It is the firm belief of LR Communications that we have collected all company owned equipment.  We stand firm that the equipment was never sold to the customer based on the customer not providing any proof of ownership and based on customer NOT having management access to the device, which as stated above is not provided to customers.
  
  The customer is not required to "like" the facts, and lacking any further voice of dispute with this company, has now turned to the BBB to complain, perhaps seeking public support and audience.  None of the statements that have been made by this company were meant to cause the customer any distress as claimed, rather have been in reaction to customer assertion that he owns the equipment.
  
  LR Communications official statement is that the customer claim is absolutely false as he has never provided any proof of ownership in any way, and has not ever had electronic access to any device.  LR Communications will not be giving the customer any device.

   

  LR Communications requests that BBB close this case as the claims made are false.

  Customer response

  06/22/2023

  from: Philip Williams <[email protected]>
  to: Better Business Bureau <[email protected]>
  date: Jun 21, 2023, 7:07 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #20139801

  My apologies for the delayed response.
  
  The complaint is still valid.

  The response from LR Communications is not surprising.  It confirms the frustration of the situation.  My account was closed and I was in good standing.  My mistake was telling LR that they left the more expensive equipment on the property and trying to rectify the mistake.  Being honorable is a personal choice.

  The response did not address the erroneous removal of personal property.  The actions did establish the lack of employee's training.  The difference between the equipment's installation "footprint" is unmistakable.  Appropriate training will mitigate future problems.
  
  When the mistake was brought to LR's attention the denials started.  The equipment's proof of purchase demand was an interesting tactic.  LR contented the wrong equipment was theirs without any record of it in their inventory. 

  Their equipment was still on my property.  LR advocated they had gotten the correct equipment.  To prove their equipment was still installed, the equipment was powered on.  LR could not identify it through their network controls.  This further emphasizes the need for training.

  The admissions only came after I took a picture it and sent it to them.  Then they collected it too without returning my equipment.  With the account closed and in good standing, does the removal of the other equipment constitute theft?

  The public should be aware of LR's business practices.  Denial does not excuse the behavior as exhibited with the response.  The public should know the intimidation tactics used to justify their actions.

  A business entity's integrity is important information.  Knowing the entity's credibility with service contracts is valuable information when deciding among service providers.  The purchaser needs adequate information to determine if a long term commitment is correct for them.
  
  When the entity's integrity is questionable, other business practice become questionable.  Not knowing when the abandon equipment was powered on establishes poor network monitoring practices.  The abandon equipment establishes a high cybersecurity for all of LR's network.  LR's concern appears to be on the tangible equipment and not on the intangible cyber data.

  My request is the return of my functional equipment.
  
  Regards,
  
  Philip Williams

  Business response

  06/22/2023

  LR Communications has previously established the factual information in a prompt and complete reply.
  
  In the reply, we clearly stated that the customer was not required to "like" the facts as presented.  BBB closed the complaint due to lack of further response.
  
  LR Communications is in possession of relevant documents that will NOT be shared in this forum to protect privacy and such.
  
  LR Communications will stand firm in COMPLETELY REJECTING everything this person may say at this point, as he believes he has been treated unfairly somehow and deserves to be compensated or credited for being "honorable as a personal choice".  This customer is now engaging in egregious and disparaging behavior to the BBB.  It should be noted, previously unmentioned, is that through some of the interactions, this customer has been rude and demanding of company representatives, escalating to what some may consider verbally abusive, or at best combative and uncooperative discourse.  
  
  The customer was offered a reasonable settlement previously in discussions with us, which he rejected.  The customer has still FAILED to produce ANY EVIDENCE of ownership of the equipment. As such, the person has no proof to back up his claim.  Customer has been afforded a reasonable amount of time to provide proof of ownership, and has not done so.  
  
  The customer believes he is entitled to some preposterous kind of compensation for being honest and bringing to our attention that there was still equipment there, when in reality, it would have come been discovered at some point, and had the equipment been removed already upon our visit to collect it, he would have simply been billed accordingly for the missing equipment, notified, and finally sent to collections.
  
  We also wish to very clearly remind all parties per our previous reply, that the customer has NEVER had management access to the device software.  This management access is and has always been protected information, and will never be made available to customers.  This company maintaining its own device management access poses no cybersecurity risks to customers, as this person may be poorly attempting to point out.
  
  Regardless of the customer beliefs regarding any other business practices, they are not a matter of public business or discussion. 
  
  We respectfully request that the customer would discontinue this disparaging behavior he is engaging in.
  
  Provide proof of ownership of the equipment you claim is yours, or let this go. Its pretty simple.

  BBB, please close this case due to frivolous and preposterous claims.  

  Customer response

  06/22/2023

  Complaint: 20139801
  
  I am rejecting this response because:

  I disagree with the statements made.  I hold to my statements and the documention I have presented.

  My request is still the same I want my functional equipment back.
  
  Regards,
  
  Philip Williams

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am getting charged 235.00 for internet service that I did not get. I fell behind. They choose to cancel my internet for the last 4 months. And then come to find out they charged me for it. I called to let them know that is not right. They implied that if I don't pay them the 235.00 they are going to send me to collections for a service that I did not get. I feel like they are taking advantage of people that could not afford their service.

  Business response

  10/24/2022

  Thank you for making your complaint.

  We are puzzled about your complaint, as a refund was issued to someone else whose credit card you were using, and was saved on file as your payment method.

  For your awareness, service contracts are in place to protect both the consumer and the service provider.  As a part of your contract, you are obligated to pay for services until you have met the criteria to return certain equipment you were issued.  

  There is still a balance owed for services provided, regardless of whether or not you were able to afford the services.

  We always seek a diplomatic resolution to billing issues, and have historically worked out payment plans with our customers who are struggling.  We are willing to work with you through your challenges, and urge you to call our offices or open a ticket through the customer portal so we may have the chance to discuss in more detail while also highlighting customer obligation in the service contract.  We would prefer to have that type of discussion as a private matter rather than a public BBB response.

  Thank you, 

  Customer Relations Team

*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. ↩