Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Constantly no service provided to my property that is promised and this seems to a constant issue that is not being addressed. I am paying for something that I am not receiving on a regular basis and always has a excuse.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to canceled my internet service with on April 1 ***************************************************** from Interwave as requested on April 3. I realized on July 31 that $119.95 had been taken out of my bank account on April 1, April 30, May 30 July 2, and July 30. I called Immediately to let Interwave know what happened. He said he would look into it. August 2 he notified me that he would give me back $119.95 but charge me $395 for early termination of contract. I told him I did not know about or sign a contract. He stated all new installations have to sign a contract. I told him I moved into a house with the equipment there, all I did was call and give my bank info. I DID NOT SIGN A CONTRACT and asked that he produce the contract. He went on to say he looses money when he installs equipment and then people cancel service. I told him that was not my fault. Again, the equipment was already at the house and I didn't sign a contract. He went ahead and pulled $395 out of my account. He has lied several times about returning money and is stating he never received the modem. I have a copy of **** receipt showing it was delivered on April 4 at 10:21 AM. He returned $634.90 after stating he was out a router and a sim that he would have to pay for forever. He said that was all he would do and asked that "I just let things be". I told him I was not satisfied, my bank was conducting a fraud investigation and I was going to contact my lawyer. He than stopped communicating with me because he said I was "threatening him". I would like the remaining $359.85 that was stolen from me. I never signed a contract and he couldn't produce something that wasn't there. I have emailed an even more detailed occurrence to the bank along with pictures of the **** receipt. I have detailed text messages that I can also share that proves he has lied to me multiple times.I have also uploaded a copy of the **** receipt to this website.

  Business response

  09/08/2024

  This customer violated our agreement, but all her money and then some was returned. She has never produced this shipping slip she claims to have. We even made an over payment returns to her that her bank rejected and sent back back to us. It is our policy to stop communicating with people when they threated an attorney because  we then send the issue to out attorney to resolve. It's too bad she has nothing better to do with her life than to damage the reputation of a good company who met all her request even though we don't feel we were in the wrong.

  Customer response

  09/09/2024

   
  Complaint: 22130134
  
  I am rejecting this response. The first issue I will address is the copy of the receipt from ***** I did not text Interwave a copy because he clearly received the equipment based on the receipt. However, there is a copy of the receipt attached to this transaction. I also sent copy's to the Idaho Attorney general and the ************************ with my complaints to them.  The second issue I have is the fact that you only returned my money after you received notice of the complaints that I posted. Third, I felt that I needed to consult a lawyer because you were not returning my money and I didn't know what else to do. There were no threats involved, I was merely stating facts.  Lastly, It is not my fault if you cant keep track of how much money you owed me and how much you returned. The money you overpaid was promptly returned to you. That is just an honest transaction. Again, I am not the only one that this has happened to, there are several other complaints on this website alone.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I called to discontinue our internet service on 4/13/23 and was told I had a contract to fulfil and I had to return the equipment. When we started the service, there was no contract to sign and was told that we were purchasing the equipment since we paid over $500. I requested to see a copy of the contract that we signed and I would gladly fulfil it. Interwave said they would look for the contract since it wasn't in the spot it should be in and get back to me. They are not able to find a copy of said contract. I text ******* again today to cancel the services as we have not used them in over 2 months and was told that I would have to return the equipment within 14 days to avoid a bill for the equipment and being sent to collections. I paid for the equipment when we signed up for the service and we did not sign a contract. I also requested the $119 we have been paying since we have not used the equipment.

  Business response

  08/16/2023

  ********** has never sold equipment to anyone since the conception of the business. She signed a contract when she gave us her billing information.

  Customer response

  08/25/2023

   
  Complaint: 20277770
  
  I am rejecting this response because:

  You are not able to provide me with a copy of the contract we signed. If we get that then all will be resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had internet services through Interwave. We started service in September 2022 and I cancelled in March 2023. In payments for the internet services I paid a total of $742.91 and a cancellation fee of $407.83.The business promised internet which was slow at first ( I could live with slow) but eventually went out all together. We had to buy a SIM card from **** which worked for a little while but also eventually went out because Interwave was "blacklisted" from ****. I cancelled service in March and requested a copy of the original signed contract. I still have yet to receive it, I sent the modem back with a letter withdrawing consent of them taking any money out of my account. They are still pushing through with the cancellation charges. We went the months of December and January without wi-fi. No one has come to our residence since the initial install date. The business has stopped replying to my messages or calls or emails since I cancelled my service. The tracking number and date they received my modem and letter /********************** delivered on April 5th 2023. I am in the process of disputing the cancellation charges with my bank because I didn't receive the copy of the original signed contract.

  Business response

  04/13/2023

  We were never notified of any problem with the service recently. A copy of the contract was mailed to her since the email we have on file is invalid and came back. It's a two year contract and we have made our best efforts to give her internet in a very rural area where most other companies could not at the time of installation. No conversation of forgiveness of the cancellation fee has been discussed by anyone in our office. We have not received any phone calls or messages since the modem was returned.

  Customer response

  04/13/2023

   
  Complaint: 19931716
  
  I am rejecting this response because:

  I have messaged them and ******* has seen my messages and chose not to respond. My email is current as they were still able to email me the receipt of the ****** transaction that they took out of my account. I put a letter in the envelope stating that I withdrew consent for them to take any money of my account and they did so anyway. I was more than willing to work with the company and *******. I would have accepted possibly a 100$ cancellation fee but for internet that we went with out for two months 400$ was a little steep. I still have not received a copy of my original contract but I will waiting for that diligently. I have the original invoice of when we had this installed and there is nothing stating a 2 year contract.
  
  Sincerely,
  
  ***********************************

  Business response

  04/18/2023

  The email we have on file goes to her husbands. If she wishes to email us directly with a valid email address we will be happy to scan and email her a copy. We sent a hard copy to her in the mail at her last request and it was not returned.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I contacted ********** and had internet set up at my home. I used the ********** internet service for several months, then I chose to change to Starlink as they have ****************. I contacted ********** to cancel my internet service, returned the equipment and paid the cancellation fee for service. I asked via email for a service cancellation confirmation, but did not receive a response. I was then charged the monthly service fee of $119.95 two additional months after I canceled service. I was charged for a service I no longer had. I had to cancel my credit card and dispute the charges with my bank which has caused a horrible ripple effect in my finances and time spent trying to get this situation resolved. ********** has refunded one of the two $119.95 charges, but the second charge is still in dispute.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I contracted with this internet provider for unlimited Data. The install was double what I as quoted. After 2 months of service, he lost a contract and I had to pay another $200 for a modem "upgrade" in order to continue service at 500GB of data. I could have discontinued service at this time with no penalty, but I had already spent over $500 with the install, so went ahead and paid the additional money. I also had to drive from Elk to ***************** for him to perform the work. Two weeks later I received an email that he was losing another contract and I had 10 days to either pay another $100 to $200 to "upgrade" to another carrier for even less data or I could terminate service. I found a more reliable carrier, had the new service installed, drove all of his equipment to his home as requested and asked for what he would have charged me had I terminated early with him. He signed a statement saying he failed to provide the promised services, but was not going to refund the entire sum requested - $395 early termination fee and $200 upgrade fee I had just paid (stating he is going out of business). I have since emailed and requested that he at least refund the cost of my newly installed internet for $377, but have received no response. He is still conducting business, so I would like the original sum requested of $395 early term fee and $200 upgrade fee for a total of $595.

*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. ↩