Complaints

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  End of august my internet provider failed to provide me with internet. I called three consecutive days and never once got anyone to do anything to help. On the fourth day I called and canceled service. At that point they said they would be out to pickup up their equipment. After removing the equipment from my tower to help them keep from climbing I placed it at the equipment at the agreed upon location in my garage for pickup. The pickup would be within the week I was told. After 3 weeks of working around there equipment I threw it away. After 4 weeks I received a bill for my monthly internet after I had canceled. I called and they said they would refund it. I'm still waiting on the refund. They simply forgot to cancel on their end. No fault of mine. Then yesterday I received a bill for $200 for equipment. I did everything to get then the equipment back and they never showed up. Now well over a month later I'm still being charged a month I never received service and a lost equipment fee. Receptionist was absolutely rude and zero help.

  Business response

  01/11/2023

  Business Response /* (1000, 8, 2022/10/26) */ Customer notified us on august 28th via text that he was having issues with his internet. We responded and explained it was a power issue due to the recent storm, and the issue would be resolved as soon as power was restored by the power company. We had no more communication with the customer about this issue until he called on the 30th to cancel service. He said he had been down for 3 days, said that he had tried to contact us about the issue and was told multiple times to reboot the router, however our records show that he only reached out once via text on the 28th. Unfortunately, due to an error on our end, we did not get his account cancelled that day, and the customer's account was autodrafted for $84.95. We received a call on 9/26 regarding this charge. We apologized and explained to the customer that the account did not get cancelled, and refunded his account the full 84.96 on that day (processing may take a fews days). We then told him we would be by to get our radio, and router. The customer then informed us that his dogs chewed on the radio that he had taken down off his tower, so he went ahead and threw the radio and router both in the trash. We ask that our customers give us 30 days to pick up our equipment. The customer trashed his equipment after 26. This customer lives about an hour from our home location so equipment pickups are scheduled around other service calls in the area. At the time of install, our customers are informed of the equipment lease agreement, as well as the fine for lost or stolen equipment. The customer decided to take down and place his leased radio in a place where a dog could chew it up. Then the customer decided to throw it away with the router and completely disregard a lease agreement. He made no attempts to reach out to us about the equipment that he had, and never would have reached out if it wasn't for his account being autodrafted. Consumer Response /* (3000, 10, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contact was made with the business 4 times! Records or not we were given the run around until we canceled. At that time we were told they would be by that week. After 4 weeks of waiting for them to pick up equipment that was visibly damaged from a lightning strike. Wake said they would be by THAT WEEK. Business Response /* (4000, 13, 2022/11/03) */ The customer called on 8/26/22 with service issues. He then called to cancel service on 8/30/22. When he called on 9/26/22 to let us now of his bank account being auto-drafted, he also stated that he had thrown both the radio and router in the trash. That is only 27 days (correction from earlier statement of 26). This is the first we have heard of any lightning damage to the radio. Damaged or not, it is the companies place to deem that product unusable and throw it in the trash, not the customer. I want to also note he threw a working router in the trash as well.

*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. ↩