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Business Profile

Telecommunications

Cloudstartv

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:06/03/2025

    Type:Product Issues
    Status:
    Answered
    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.
    On December ****, 2022, I signed up with Cloudstar internet service. During that sign in process I was to pay security deposit of $*** for the equipment plus equipment rental fee of $ * with taxes total was $******. Thereafter signing up the bill was post pay.On December ***, 2024, I decided to have the service cancelled. I spoke to an employee at ********* ( *******) who informed me that a ** days cancellation notice is needed before cancellation. Thereafter the security deposit to be issued. I decided to have the service cancelled anyways and I was charged the extra month to compensate those ** days cancellation **********, I have been waiting for the refund of the security deposit for * months to be told on March ***, 202* that there is not refund to be issued to me since I did not pay for the security deposit. This is after numerous calls to ********* and being ignored. I spoke with ******* the technician/ accountant whom had installed the service and in charge of handling my issue of which he had agreed to refund $ *** upon paying extra month for the service to compensate ** days notice, he bluntly refused to issue the refund and thereafter generated a different statement indicating connection fee and service fee yet the service was not a prepaid one contradicting the initial statement that was sent to me as shown on the attached document.Also, during the initial set up of the service he had indicated there was no connection fee. He indicated there was a waiver on the connection fee at that time. I am requesting your assistance to have this matter resolved Thank you

    Business Response

    Date: 26/03/2025

    Dear ***,

    Thank you for reaching out regarding ******** ****** account. We have reviewed his request and the details of his account history.

    After verifying our records, we confirm that no security deposit was collected at the time of ******** sign-up. The invoice he referenced is attached for your review. **************************start="**** ************** ************* ******* *** **** ********** *******px; font-family: *******, ******, sans-serif;">

  • You signed up for service on January *, 2023, at which time we were not requiring a security deposit from customers.

  • Month-to-month customers were only required to pay the first-month bill, which included a connection fee.

  • We do not waive installation fees for month-to-month customers.

  • Security deposits, when applicable, are not taxed, which further confirms that no deposit was collected in your case.

    • Based on this information, there is no security deposit refund to process. Please review the attached invoice for clarification. If you have any further questions, feel free to reach out.

  • Initial Complaint

    Date:20/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Having nothing but issues, every time I needed a technician they would only send them between 5-7pm and they’re closed. The manager was rude on the phone, I’ve been refused to explain the situation and have been interrupted more than twice, told them that they aren’t blocked on my phone but they told me they don’t block customers when that’s not what I was telling them because they clearly don’t know know blocking on the customers end works. Can’t get hold of anyone via text for technical support

    Business Response

    Date: 11/12/2023

    Hi, ***

    Please be informed that this matter have been resolved with the customer, thanks for reaching out.

    Customer Answer

    Date: 12/12/2023


    Complaint: 20886839

    I am rejecting this response because:
    They didn’t make an effort to work with me on me paying the bill and with that $52.50 I was not able to get pet food and had to resort to asking family. I told them I needed it all back as it’s $40 for one bag of dog food and same amount for cat food that I get. 
    Sincerely,

    ******* *******

    Business Response

    Date: 18/12/2023


    To Whom It May Concern,

    I am grappling with how to address the situation at hand. Our company adheres to a policy that is thoroughly communicated to our customers. However, it appears that there is a misunderstanding on the part of the customer regarding the intricacies of internet functioning.

    The customer raised concerns about the internet service, prompting us to replace the equipment. This decision was made in an effort to ensure customer satisfaction, although subsequent investigations revealed no technical issues. It seems there was a misperception that the equipment had an issue, which our team could not substantiate.

    Additionally, there was an incident where the customer looped the modem, causing a disruption in the connection. Despite our team's visits to the customer's location on more than three occasions, we were unable to identify any faults during these inspections.

    It's important to clarify that we did not decline the customer's refund request. Instead, we requested that she retrun our device as per our policy to facilitate the refund process. Notably, we initiated the refund even before the stipulated time in our policy, bypassing the need to test the equipment, as the customer indicated urgency due to her dog needing food.

    We remain committed to resolving this matter to the satisfaction of the customer. If there are any additional details or concerns to address, please do not hesitate to contact our customer support team.

    Thank you for your attention to this matter.

    Sincerely,

    CloudStar 

    Customer Answer

    Date: 19/12/2023


    Complaint: 20886839

    I am rejecting this response because:
    I did NOT loop the modem. I don’t know how to do that not does the roommate. It kept cutting in and out. And yes there was issues that were clearly NOT my fault. I was offering to pay the bill when I got my **** but was refused. Told I couldn’t do that. And that they refused to work with me rudely too and was also hung up on. 
    Sincerely,

    ******* *******

    • Cloudstartv is NOT a BBB Accredited Business.

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