Complaints

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.

• Initial Complaint

  Date:05/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 February 13, 2025 I registered for Purple Cow internet. At the time I used their website to assess if my address could be serviced and I was told it could. I was mailed the devices necessary for connection, but then received a text message that their carrier would need to do a property assessment and it was $450+tax ($517.50). If we didn't say yes, we could not get internet. I asked about why I wasn't told this, and why I was told my property was serviceable but they told me that they can service general areas, however a house may need to be directly connected by the carrier. Reluctantly, I agreed because I didn't see any other option for getting internet. I have since been waiting and asking for updates periodically. I have regularly been told that the carrier has provided them with no information. I started asking for a refund in early April and was told the fee I paid was non-refundable. However, I think this is egregious as there was no service delivered. I have regularly stated that I was not told the fee was non-refundable up front. But that also, "non-refundable" should assume that the service will be provided! It has been nearly four months of waiting, well outside the service terms of "up to 8 weeks" and Purple Cow refuses to reimburse the $517 or give any information from their carrier on why our home has not been visited.

  Business Response

  Date: 06/05/2025

  Thank you for reaching out, and I’m truly sorry for the experience you’ve had.

  This isn’t reflective of the kind of service we aim to provide at Purple Cow, and we completely understand your frustration. You placed your trust in us, and in this case, both we and our carrier fell short.
  We’ve taken a closer look at what happened, and we recognize there were delays and a lack of clarity that simply shouldn’t have occurred. As a result, and in full acknowledgement of the inconvenience caused, we will be refunding the full $517.50 to you as requested.
  We sincerely apologise that it came to this and wish you all the best moving forward. If there’s anything else we can do, please don’t hesitate to let us know.
  Warm regards,

  **** R 

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have reached out via text (thats the only way you can contact them via their website) 3 times about cancelling my service with purple cow and every message has been ignored. I just want to be able to cancel my service without having to cancel my bank card and flag them as a fradulent charge, please.

  Business Response

  Date: 06/01/2025

   

  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and are committed to addressing any issues promptly and thoroughly.

  Upon reviewing the situation, we found that while we had sent text notifications as part of our communication process, there appears to have been a misunderstanding regarding their receipt. We regret any inconvenience or frustration this may have caused.
  

  Our team reached out to the customer to clarify the situation, review the policies, and share supporting documentation of the text messages sent. During this discussion, the customer acknowledged they had not received the messages and felt they may have overreacted under the impression that they were being ignored.
  

  We are pleased to report that the misunderstanding has been resolved amicably. The customer expressed their overall satisfaction with our service since 2020 and mentioned they would recommend us to friends and family. They also confirmed that their one-star review has been removed.  While they are discontinuing their service due to relocating outside our coverage area, the customer shared that they would consider rejoining if they return to our service region in the future.
  

  We value our customers greatly and remain committed to providing exceptional service. Thank you for the opportunity to address and resolve this matter.

   

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  i been with purple cow less than 6 mths.. .. three weeks ago.. i cancel my service. Their tech support is the worse..they keep sending me modems, i told them, i;m not interested, to just leave me to hell alone.. they keep sending out modem.. they even broke into my apt building after me telling them to fook off dozen of times..they went to my land lady and lied. she knows now to never let them in.. instead, they send some second rate courier service to deliver another modem.. it still sitting down in the lobby , on the mail boxes...last tuesday i went to the rcmp station in tantallion about these lowlife.. brad fartqhar who claims he on top of every thing involving purple cow, is a piece of feces..he claims he had a business in the states selling solar panels.. well if he did, it must have been a joke..probally leaving solar panels at people homes, who wanted nothing to do with him or his scummy company..it should be called purple pig..i have a file against him and his company for harassment.. file #24-130965..it left open.. i suggest you take the hint brad.... i'm not looking for money..the next time you or your scummy company bother me... i'll be looking to see you lose your internet business..****... you got the hint,, *****..i wouldn't recommend your **** **** company to anyone..your a joke.

  Customer Answer

  Date: 01/10/2024

  PURPLE COW INTERNET INC.
  $69.00
  Shows up on statement as PURPLE COW INTERNET INC. #4816
  Transaction Details
  From Account
  ** ******* **** **** ***** ******** ****
  Transaction Date
  Aug 29, 2024
  Posted on
  Aug 30, 2024
  Location
  833-331-1163 NS CA
  Related Services
  Dispute this transaction

   

  that the last payment i made.. had the bank stop payments..they were to cancel my supscription on september29, 2024.. we agree to that.. but they kept sending me their damn moden, over nd over..i curse them up and down on the phone..it did me no good, they just kept sending me the damn things..****** m ******..

  Business Response

  Date: 02/10/2024

   

  We appreciate the opportunity to address the concerns raised by our customer.

  According to our records, the customer experienced connectivity issues upon signing up for our internet service, which led to a modem replacement. We regret that this issue caused frustration and that the customer felt the need to express their dissatisfaction through aggressive language towards our team members. Our goal is always to resolve issues amicably, and we strive to foster open communication with our customers.

  During interactions with our support team, the customer was advised that, in order to stop receiving automated messages, they could opt out by responding with "STOP." It appears this step was not taken based on our records. However, we understand the importance of maintaining positive customer relationships, and as a goodwill gesture, we are pleased to offer the customer the requested compensation of $69.  That credit was processed today.  We are also sending our driver out today to retrieve the modem at your mailroom.   

  We also wish that we had been given the opportunity to fully troubleshoot the connectivity issues with our technical support team. Unfortunately, this step was not pursued, and we regret that we were unable to meet the customer’s expectations in this regard.

  We hope this resolution closes the matter to the customer's satisfaction, and we remain committed to improving our services to meet the needs of all of our customers.
  

  Thank you for your time and attention.
  

  Sincerely,

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

  Manager, Customer Care 

• Initial Complaint

  Date:29/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I have been with purple cow since April. I have been a loyal customer since then. Recently, I was laid off so I was having trouble paying my bill. It was agreed on January 16th 2024 that if I paid my December bill by December 18th, my internet would be restored and for January, I said I would pay on January 25th. Still waiting on my EI, I text purple cow to see if u could have more time to pay. They told me because I didn’t commit to my payment, or failed to let them know, there is nothing they can do. I was also dealing with a family emergency on the weekend, so texting or calling them slipped my mind. I’m also a student and a single father so I’m doing the best I can. I was speaking to the daytime manager, *****. I was verbally upset because randomly my internet was cancelled. I raised my voice and was not very happy, and she was speaking over me and not even listening to me. Basically it because a screaming match and I asked her to please let me finish talking and then she can say what she needs. She was unable to do anything for me- and so I asked her to get someone higher up than her to call me. She told me I will not be speaking to anyone other than her because she’s the only one who deals with complaints. I even said I’m done with their company and she said that’s fine. No care in the world. Half the time we didn’t hear each other because we were screaming over each other. She definitely doesn’t have any management skills and I am highly requesting that the company review the audio from the telephone call. I also demand a copy of purple cows customer complaint process as it sounds ******* *o not have my complaint further escalated. Again, I was angry and was using inappropriate language but how she approached the situation right from the start definitely escalated things. During the conversation, she said the I paid my bills this wouldn’t happen- so they clearly don’t understand struggle. Additionally, it’s unacceptable to make such comment.

• Initial Complaint

  Date:30/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was with purple cow for years and received great customer service but unfortunately my internet demands need faster upload speeds which is unavailable. I text to cancel 7 days into my new billing cycle. I offered to pay for the 7 days of net that i used. Purple cow refused and is charging for the remaining 20+ days. I only want to pay for services used and a refund of 55$ for there modem surcharges

  Business Response

  Date: 24/04/2023

  Yes we resolved this with the customer. A member of my team brought me up to speed on you needing to see our Terms of Service over here at Purple Cow Internet. This can be found at The section of particular interest can be found under 4.j.