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:25/03/2025

  Type:Sales and Advertising 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 contacted the company to dispute a billing charge for a modem that I intended to return. I canceled my services and was instructed that a return label would be mailed to me. However, I never received this label in the mail.After not receiving the label, I contacted the company to inquire about the return process. I was informed that an email containing the return label had been sent, which I unfortunately missed. Consequently, I was told that the return window had closed under the 30-day return policy.I pointed out that I am well within the 90-day period from the cancellation of my services, and I believe that the miscommunication regarding the return label, first by mail and then via email, has resulted in an unfair billing charge for the modem. Additionally, I was disappointed that the modem model provided was outdated. In fact, the installer refused to install it, citing that it was old technology, and had recommended switching to ****** instead.Given these circumstances, I respectfully request that they:1.Waive the billing charge for the modem, as the failure to return it was due to miscommunication regarding the return label.2.Consider the fact that I am within the 90-day return period.3.Reassess the decision to hold me responsible for the return, particularly given the outdated technology provided.They said no exception could be made and they follow the same 30 return policy as all retail stores and the miscommunication could not be considered. The modem is deemed too old to be put back in circulation.

  Business Response

  Date: 26/03/2025

  Hello, the customer neglected to return the "hardware loan" Modem. The customer cancelled services and didn't follow the return policy. A return shipping label was emailed to the customer that was ignored. The customer misunderstood that the return label would be mailed to her via standard mail. When she called in to inquire about the return label it was explained to her the return label was emailed to her. She cancelled with TekSavvy on Jan 2, 2025. She didn't call in to inquire about a return label until March 25, 2025. It is well past the 30 day return policy. Therefore, the unreturned hardware charge remains.

  Customer Relations

• Initial Complaint

  Date:04/03/2025

  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 just received a letter from my old internet provider ********* saying we(my dad and I) owe them $225.94! I called them immediately and asked why I owe them anything let alone $225.94 and the woman I spoke to said its for a modem I have sitting here. She goes on to explain that even though I did cancel the service I didnt return the modem the employee said she would send me a box to send the modem back to them which never arrived so the lady I just spoke to said they emailed me a voucher that would lead to fed ex to get the box to send it back. I went on to explain that I work more than half the year out of country and even if I did get their email I wouldnt have been able to do anything with it cause of my job and she said thats too bad I owe them $225.94 and if I dont pay it its going to collections. I asked her if this is even legal and she didnt answer me one way or the other. Surely it cant be legal to force a deadline on someone they dont even get the chance to agree or not to and then punish them with debt collectors if I dont pay by a certain date. So my question and hopefully Ill get some help with after but is this legal? It sounds extremely sketchy and a unfair business practice etc. she tried to hold back her laughter when I said I would be contacting you guys about this and she laid said good luck or something like that. Can you please help me out with this. I get $117 a MONTH for food right now after rents paid and simply cant afford it. Its why I canceled their service to begin ******* hoping you men/women of the ***** can help me figure this out. Please get back to me at your earliest convenience. Thank You ***** *******

  Business Response

  Date: 05/03/2025

  Customer Relations looked into this matter and found that the customer was informed that the modem needed to be returned within 14 days of the customer cancelling ********************** services or be charged in full $225.94 for the modem. When it was not returned TekSavvy gave an additional 30 days to return the modem before a charge ($225.94) was added. TekSavvy emailed the customer a return label on 10/18/2024 to be placed on the modem so that there would be no charge for shipping to return the modem. At this point the modem needs to be paid for. This was all explained to the customer during a phone conversation March 4, 2025. The customer stated he would not be paying for the modem and will see TekSavvy in court. He then disconnected the call.

  TekSavvy feels that the customer was given a return label for free shipping and gave the customer plenty of time to return the modem. The modem was not returned. At this point the modem needs to be paid for.

• Initial Complaint

  Date:08/02/2025

  Type:Product 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 cancelled my service with this ISP some months ago and now they have been starting to send me emails stating that I owe them $160 for a modem which they supposedly sent but I never received nor *********** they are threatening collections for said modem without any proof of receiving other than that it supposedly was left on the front porch at the address I was living at in April. I emailed them numerous times asking for tracking or a proof of delivery, a signature from the person who received it with no response with their correspondences only escalating to the point where it is now a matter of collections.

  Business Response

  Date: 10/02/2025

  Customer Relations looked into this matter and found it has already been resolved. A credit was added to cover the cost of the modem, and the account has a $0.00 balance. We apologize for the confusion concerning the modem.

  Customer Relations 

• Initial Complaint

  Date:28/01/2025

  Type:Service or Repair 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 called teksavvy to arrange for a technician to set up internet for me. They sent me a modem in the mail and on the day of the installation, no one came. I called and they said I had been booked for a self install. At this point I cancelled the service and they said they would send me a label in the mail to return the modem. It never came. I started getting emails threatening to charge me for the modem. I called again and they said they would email me something that I could just bring to the post office with the modem and they would take care of it. This did not work. The post office was incapable of helping. I even have someone from Teksavvy on the phone try to coordinate with the post office worker and they were unable to. The employee said they would send me another label in the mail. This was 8 days ago. i have yet to receive anything in the mail, but 5 days ago I got another email from Teksavvy threatening to charge me for this thing that I never asked for and have no way to return.

  Business Response

  Date: 28/01/2025

  TekSavvy contacted *********** about the return shipping label for the customer. The Customer should check any SPAM or JUNK folders. The email may be sent from ****** Post not TekSavvy. We are sorry for the trouble getting a return label.

  ****

  Customer Relations coordinator

  Business Response

  Date: 28/01/2025

  TekSavvy contacted *********** about the return shipping label for the customer. The Customer should check any SPAM or JUNK folders. The email may be sent from ****** Post not TekSavvy. We are sorry for the trouble getting a return label.
  ****
  Customer Relations coordinator

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  hello i have used teksavvy internet for 5 + years. we switched internet provider and we cancelled teksavvyt but there was a problem with internet, my wife called teksavvy back and requested one month of internet service, they called me and i approved it , i made the payment for one extra month, they did not cancel the service after that month and charged my account without my permission , i disputed the charges with them, and i requested the call record to prove my claim which they refused to send it to me. they keep adding charges to my account and they threating me with damaging my credit rating, there was no agreement what so ever on continuing the service, they need to provide an evidence (phone call record) or a contract to legalize the charges, other wise this a fraud thanks hopefully you look over this matter

  Business Response

  Date: 13/11/2024

  Hello, looking over the account we see that the account was cancelled on August 16, 2024. Went through notes on the account and there is no notation of the customer wishing to cancel after one month.

  Regards,

  Customer Relations

  Business Response

  Date: 13/11/2024

  Hello, we have spoken with the customer and credited the $67.69 charge and removed the modem charge as being "modem lost". Customer stated he is in agreement with the outcome.

  Customer Relations

• Initial Complaint

  Date:16/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  had zero service for a week and two weeks worth of service that was dropping and not working to the point I had to use my data. I called September 23 and was helped by a gentleman who was nice enough to provide 3 weeks worth of service free due to the huge issue and two times of service people not showing as well as help me troubleshoot.Called today and am told they have the call and acknowledge the employee told me that but he shouldnt have because even though my internet wasn't working and I had to pay a higher phonebill for the data and troubles too bad. Spoke to the supervisor and manager who told me ***** can do anything and i can cancel my service if i dont like it.Will be looking into any legal action I can take as well. To have offered a verbal promise to a customer, have them depend on that credit and then say too bad is appauling and unacceptable. zero remorse and very quick to say too bad, cancel your service if you dont like it oppose to find a solution.

  Business Response

  Date: 16/10/2024

  This issue is being investigated by Customer Relations Coordinators. We understand from notes on file that that customer's service was down for 8 days and intermittently for approximately 2 weeks. Downtime Credit of one week and 8 days Courtesy credit. it was explained to the customer multiple times that TekSavvy does not issue credits for intermittent service.

  Regards,

  Customer Relations

  Business Response

  Date: 16/10/2024

  Hello,
  We have spoke with the customer regarding this complaint and reached an agreement. 
  Thank you

  Customer Answer

  Date: 16/10/2024

   
  Better Business Bureau:
  

  I am thankful that a young lady took the time to review the calls unlike the: frontline employee, supervisor, manager, and initial employee who responded to my BBB complaint today without doing so. I appreciate her assistance and hope they ensure all employees are engaging with customers in a similar manner: as it would have been very unfortunate to loss a customer over 15 dollars max that the company initial promised and attempted not to honor. Thank-you. 

  Sincerely,
  
  Ashlene Crichlow

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After cancelling my **************** with Teksavvy, I returned my router within the timeframe requested. After a few days I received an email saying my router was damaged beyond repair and as such, they would be charging me the full $199 +tax price of the router. Obviously I reached out very confused as to how my router was damaged beyond repair when it was in good condition leaving me. Teksavvy informed me this was due to tape residue on the router. A fully functional router with tape residue, suddenly deemed as damaged beyond repair. In Teksavvys own terms and conditions they cited against me as their reasoning - it clearly states the router is to be returned within the time frame and be returned in GOOD WORKING CONDITION as it was. Thats all. A supervisor reviewed the photos and said because they couldnt sent it to another client in its current state (literally would just need to clean the exterior) they would go ahead and leave the full over $200 charge on my account. No where does it state your router must be in perfect cosmetic condition to send to another client immediately in the cited TOS, nor is the tape reside damage beyond repair tape residue is removable. While I did have to use tape to secure my router at one point due to the Internet cable in my home being less than a foot long and beside a window ledge (something they were aware of since they saw it during install), it was secured in place to that ledge so the router would not fall and ACTUALLY be damaged beyond repair. Im requesting the charge be removed from my account as it is excessive given the circumstances, and Im writing this complaint as no one is willing to follow up with me since my initial phone conversation despite replying to the accounting departments email, which I received a nonsense response basically recapping my initial phone conversation once again. Stop trying to intimidate to consumer and nit pick to get an extra dime!!

  Business Response

  Date: 13/08/2024

  Thank you for bringing this to our attention. We have removed the charge of ****** plus tax from your TekSavvy account.

  Thank you.

  Customer Relations

  Customer Answer

  Date: 13/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to the customer relations team for their prompt and efficient response. 
  
  Much appreciated,
  
  ***************************

• Initial Complaint

  Date:30/07/2024

  Type:Service or Repair 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.

  Tek Savvy has been my ISP for over 2 years now and cuts out daily. Between a 9 to 5 work day (I work from home), my internet has not functioned between 20% and 60% of the time every day. Every *************************************** service. It has gotten much worse ever since I began filing complaints about them - I believe they're intentionally "throttling" my internet service in hopes of getting me off the service, which would not solve the issue in any case. After 10+ hours of troubleshooting with TekSavvy, following up after they've failed to, waiting for phone appointments that they miss, having to inform them that the technicians they sent to deal with the problem never showed up (multiple times), after being hung up on while on hold multiple times, after hearing a manager say "I don't give a fuck" about my case while he thought he was on mute etc. I began to ask for either my money back or compensation for further time spent troubleshooting. They have refused to compensate me for my time, refused to provide me with technology at no extra cost - barely more expensive than what I currently have - that would resolve the issue, they refused to send a tech person out to troubleshoot rather than have me do it, they have consistently lied - every single phone call - about the options available to me regarding my complaint, they refused to give me a direct line to the person handling my case, and have forced me through 1 hour + long waits just to reach my case manager at least ************************************************************************** deceptive agreements, and when I asked her why she was doing all of this, my case manager said "because that's my job." This has cost me now 40+ hours of my time, mobile data costs, lost work time, and has taken a sever toll on my mental health - imagine if you work online at home, and every 8 minutes your internet stops working for 4 minutes.

  Business Response

  Date: 31/07/2024

  Hello, we looked into the account to familiarize ourselves with the issues. When we did, we found this account is already being investigated with ****. Pending the results of the **** case as unresolved TekSavvy agreed to continue troubleshooting the issues with the customers assistance. ********************** has offered a $20. credit for 12 months. The customer has not agreed.

  We need to wait for the end results from ****.

  Thank you.

• Initial Complaint

  Date:13/07/2024

  Type:Service or Repair 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.

  Been waiting for almost 14 days and the tech didnt even show up???Honestly I have never been so frustrated with a company. First it was the wrong date for the installation, technician showing up on the wrong date for installation/activation then I learned that **** closed the installation ticket as closed even though no one showed up and I dont have internet access. Then Teksavvy opened a new ticket to request a service technician. After waiting for a week we got a response and they were supposed to show up today. And today no one showed up? Teksavvys only response is we dont know. Is this a joke? Why am I waiting for almost 2 weeks now and still dont have internet. Now they said they need to open a new ticket and request and wait again. What the hell?? I dont care if its 3rd party or someone else but who is going to ask questions? Cause Teksavvy is not and only the customers are getting screwed. I have never seen such a bad service from an **************** in my life. Doesnt matter if their prices are appalling if you are not getting service.

  Business Response

  Date: 14/07/2024

  Hello, 
  
  We apologize for the delays and no shows you have experienced. Your patience and communication with us has been admirable, as we understand how extremely frustrating this is for you. This is frustrating for TekSavvy as well, as once the tickets are placed, we have no visibility on the technician or work order they follow. We have placed a reschedule request for you and will follow it very closely, as we want to make sure your service gets activated as soon as possible. Again, we apologize for the chain of events, and we appreciate you giving us the chance to get this service activated for you. 
  
  We will update you as soon as we have a date confirmed.

  Customer Answer

  Date: 14/07/2024

   
  Complaint: 21985556
  
  I am rejecting this response because: we are only waiting and waiting and nothing is happening. Unless I see an action I dont care about their responses because so far it has only been talking. 
  
  Sincerely,
  
  Alp Deniz Senyurt

  Business Response

  Date: 15/07/2024

  Hello, 
  At this time we are unable to assist this customer any further. The account with ********************** was cancelled after filing this BBB complaint, and we were unable to assist with a resolution before the cancellation took place. 

  We apologize again for the delays that took place. 

  Thank you,

• Initial Complaint

  Date:31/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  TekSavvy was charging us for internet without completing the setup so we had no access to it. They didnt show up to installation/modem appointments and did not offer us a solution in a timely manner. They also told us on the phone that we would not be charged, and proceeded to do so anyway. We finally went through **** to get our money back after cancelling (late because we didnt realize we were being charged at first - because we were told they wouldnt) - **** managed to get some money back through a chargeback and now theyre going through collections claiming that simply the line being setup qualifies as services used. Language is not disputable and this doesnt hold up - the claim is that we were provided with internet we need to pay for, we didnt get internet - we never signed up to pay for a line we had no access to. Their terms and conditions also state the agreement is only valid if services are used, and like I said we had no access to the services because the installation was never completed. This is an error on teksavvys part for activating billing before completing the setup and they should take care of their own mess. We even offered to compromise by not pursuing the rest of our refund if they dropped the amount from the chargeback (they owe us about $700 in unlawful charges and the chargeback only took $479). ****** stated is approximate, it is actually over $700 Also, whenever I state we will pay the $25 restocking fee they ignore it and pretend Ive said I wont pay it.

  Business Response

  Date: 31/01/2024

  Customer Support is investigating this matter and will be contacting the customer directly

  Business Response

  Date: 05/02/2024

  Hello, 
  We appreciate the time given to properly investigate this account. 
  There were many back and forth messages regarding the activation, and that was our mistake for not setting the proper expectation.
  There were delays, and miscommunications, and for that we apologize. 
  This is not how we want our customers experience to go. 
  We have reviewed the account and have refunded the customer what we owe her.
  Again, we appreciate the opportunity to rectify this case, 
  Thank you,

  Business Response

  Date: 05/02/2024

  
  Hello, 
  We appreciate the time given to properly investigate this account. 
  There were many back and forth messages regarding the activation, and that was our mistake for not setting the proper expectation.
  There were delays, and miscommunications, and for that we apologize. 
  This is not how we want our customers experience to go. 
  We have reviewed the account and have refunded the customer what we owe her.
  Again, we appreciate the opportunity to rectify this case, 
  Thank you,

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21227887
  
  I am rejecting this response because: we would greatly appreciate the refund, however we have received zero communication about this refund and have not received it. I will accept and close this when we have received the communication/refund they are claiming to give. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/02/2024

  Although I have received no communication in regards to the alleged refund - I can see this in my account (see attachments). The refund/overpaid amount is significantly less than what we are owed and is less than the amount taken by the chargebacks. Additionally, I have no way to access this overpayment - there's no way provided by teksavvy to transfer the funds to my bank or credit card. 

  Business Response

  Date: 05/02/2024

  TekSavvy Customer Relations is contacting the customer personally with a breakdown of fees waived and credits given.

  Regards,

  Customer Relations Coordinator

  Customer Answer

  Date: 06/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If we do not receive the cheque we will reopen the case/involve bbb again. 
  
  Sincerely,
  
  ***********************