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:11/01/2024

  Type:Billing 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.

  We moved from Highgate to ****** On the beginning of October . My husband took seriously ill & was hospitalized since Aug. 1st .We cancelled the service as of the mid Oct. I sent back the ********** heard nothing more .My husband has since passed away on Dec. 9th . I have been going over his bank statements and find ****** sent out of his account to ********************** - Oct. 25 $110.63 Oct 30th $277.26 & Dec 1 $112.94 .On Jan. 11th I spoke with ******* at the business and did not get suitable answers as to charges .I said I would be reporting this issue to you .

  Business Response

  Date: 12/01/2024

  We are sorry for your loss of a loved one. We can certainly look into this issue for you. Unfortunately, we cannot find an account with the information given. Please email your account details (account holder name, service address, billing email address, telephone number associated with your account) to *************************************** So that we can investigate for you.

  TekSavvy Customer Support

• Initial Complaint

  Date:05/12/2023

  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 sent an email on June 12th 2023 asking for my account with ********* to be cancelled. I gave the required information and did not receive a reply. Months later I got a call asking why I hadn't paid my bill. It was determined that the cancellation was initiated but not completed. A representative assured me they would 'figure it out' and call me back but they never did. After contacting the company again they said I never cancelled and my service was still active. I assured them I had an email proving I had canceled. I then put in a dispute with my bank which was successful. I emailed the company several more times to let them know the cancellation request was put in for ***** I just got a bill from the collections department of the company threatening to send me to collections. I explained to the agent that I already cancelled and had the charges reversed but now my credit is at risk due to this company.

  Business Response

  Date: 06/12/2023

  Hello, 
  
  Please be advised we are investigating this account to see if the cancellation template was indeed completed. 
  We understand the customer sent an email saying she would like the service to be cancelled, however there was no date confirmed for when the cancellation should be processed, and acknowledgment that all cancellations are final. This is why we responded with the cancellation template. 
  Once we have completed the investigation, we will reach out to the customer directly. 
  
  Thank you

  Business Response

  Date: 06/12/2023

  Hello, 
  
  Please be advised that the cancellation has been back dated to June 12th 2023, when the customer initially requested the cancellation. 
  There has been a refund of $30.84 sent to the customer. 
  
  Thank you,

• Initial Complaint

  Date:01/12/2023

  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.

  Originally purchased a modem outright from Teksavvy in winter 2023. Paid full price for a brand new modem (Serial # **************** around 227$.The modem was under warranty and stopped working. Teksavvy refused to honor the warranty claiming I did not purchase the modem new. After multiple attempts (around5) to contact and rectify this issue, I proceeded to cancel my service.After leaving a ****** review for the company, a representative by the name of **** reached out to me, and confirmed their error verbally by phone. He was apologetic and accepted fault, admitting the modem was in fact purchased new and remained under warranty. (This phone call is recorded on their end for proof of his admittance of fault).However, no refund was issued.I would like my money returned for not honoring my warranty, and not rectifying the issue or providing a work around and forcing me to seek alternative services.

  Business Response

  Date: 03/12/2023

  Hello,

  We are investigating this complaint further through TekSavvy records and will contact the customer directly.

  ********************** Support

  Business Response

  Date: 04/12/2023

  Upon researching the complaint through the multiple accounts of the Customer, ********************** has refunded in good faith the amount of $199.95 pus tax totaling $225.94 to the Customer's credit card on file. The customer should see this reflected on his credit card within 2-3 days. However, depending on the bank / card company it can take up to 5 days.

  TekSavvy considers this issue resolved.

  TekSavvy Support

  Business Response

  Date: 04/12/2023

  
  Upon researching the complaint through the multiple accounts of the Customer, ********************** has refunded in good faith the amount of $199.95 pus tax totaling $225.94 to the Customer's credit card on file. The customer should see this reflected on his credit card within 2-3 days. However, depending on the bank / card company it can take up to 5 days.
  
  TekSavvy considers this issue resolved.
  
  TekSavvy Support

• Initial Complaint

  Date:23/11/2023

  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 have a phone line service from Bell sold under Teksavvy. The number of the line is ************. Account CID115514 In the past month I have called 4 times to open service tickets for a noise line which gets worse in the wet. First day the Bell tech did not show up and did not reschedule. Other 3 times techs showed up. Last 2 times the techs said TOMORROW a line will be replaced as all lines to my home including neighbors are defecting (shorting a little). Neither time was a line replaced and I still have noise which has gotten much worse again after the rain/snow.Each call to Teksavvy to get Bell to come out to service the line (which Teksavvy CAN NOT touch) takes 30 minutes to an hour. I've had enough. The last tech also tried to tell me that **** no longer "invests" in landlines, but I don't care, I am paying for their landline service, and if they sell the service they MUST maintain it as per the contract/common law. I'd like to have the line repaired, as someone who has been paying for decades for a landline I think I've more than paid for some service. Additionally I would like a month's fee for the line waiver or refunded due to the constant issue.Thank you

  Business Response

  Date: 23/11/2023

  Hello,

  We are investigating this issue for the customer and will contact him directly. 

  TekSavvy Support

• Initial Complaint

  Date:08/11/2023

  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.

  I was receiving tv internet from Caninter.net since 2020. Last payment I made to the company for the service was fully paid for September and October 2023 in an amount $131.(65.50 for a month) On October 23, 2023 I got an email from another internet provider, TekSavvy Solutions **** stating, that I am officially a member of this company now. TekSavvy took over all customers from Caninter on October 20,2023 After I I found out I am not with Caninter anymore, I decided to choose a different internet provider, than suggested and called TekSavvy with the information on October 31/23.Recently I have received an invoice from TekSavvy with an amount of $21.53 to be paid by November 15/23 to avoid extra charges.I already paid for the internet service for the whole month of October/23 to the previous provider . TekSavvy is requesting to pay me for the service since they took over on October 20/23 to 31 October/23, which means I have to pay double for the period of eleven days.

  Business Response

  Date: 08/11/2023

  When TekSavvy took over the Caninter accounts, the customer was sent a letter as well as a notice on the Caninter website. These accounts were taken over by TekSavvy on Oct 20th and this customer cancelled Oct 30th. This is the reason for 11 day charge.
  The customer paid Caninter for the full month of service. The Customer should be refunded by them.

  Regards,

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because: Caninter is part of Teksavy. Teksavvy took all of accounts of Caninter. I already paid my bill for October. I have proof of my payment.

  
  Sincerely,
  
  Sylwester Skoruch

  Business Response

  Date: 08/11/2023

  TekSavvy took over the Canister account on October 20. Canister billing was not under the control of TekSavvy. The customer paid Canister for the month of October. Canister should have reimbursed the customer for the days he was no longer using their service and switched to TekSavvy. He needs to call Canister Accounting to get his refund. TekSavvy does not handle refunds for Canister. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because:

  if you tried call Caninter it will switch directly to Teksavvy company. Caninter is Teksavvy right now. Teksavvy took over, its mean they have all information and they know I paid for internet for whole month October. 
  Sincerely,
  
  Sylwester Skoruch

  Customer Answer

  Date: 09/11/2023

  
  Complaint: 20842150
  
  I am rejecting this response because:
  
  if you tried call Caninter it will switch directly to Teksavvy company. Caninter is Teksavvy right now. Teksavvy took over, its mean they have all information and they know I paid for internet for whole month October. 
  Sincerely,
  
  Sylwester Skoruch

  Business Response

  Date: 09/11/2023

  This customer was previously with Caninter. We can see the attached documents of the overdue balance, however there is no proof of payment to Caninter. If there was proof of payment, we would be able to internally escalate this matter to Caninter, in hopes to get the customer back their money. We cannot bring these overdue invoices to the provider and ask for a refund, as it looks like this customer owes Caninter. Please provide proof of payment so that we can try to escalate. 
  
  Thank you.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20842150
  
  I am rejecting this response because:

  I attached screenshots thats confirmed payment on October 6/2023 ($131 for *** and Oct). I used e-transfer each time.

  
  Sincerely,
  
  Sylwester Skoruch

  Business Response

  Date: 10/11/2023

  We will contact TekSavvy Accounting to get this information added and work toward a satisfactory outcome for this customer. Being a holiday weekend, we may not have an answer until Monday November 13th.

  Regards,

  Business Response

  Date: 10/11/2023

  We have good news for the Customer! We were able to contact Accounting and get this issue sorted out. We see that the customer was sent an invoice for an amount owing. However, the customer had not as yet paid the ********************** Invoice. The good news is it DOES NOT need to be paid. We have removed the charge, and it is fully cleared from the account. There is $0.00 balance owing.

  Regards,

  Customer Answer

  Date: 10/11/2023

   
  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.
  
  Sincerely,
  
  Sylwester Skoruch

• Initial Complaint

  Date:20/09/2023

  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.

  Teksavy fraudulently sent an account to collections under my name, which affected my credit. I have never had an account or any services with Teksavy. After speaking with the collection agency *** and proving to them who I am versus who they are looking for they have closed the account in the harassment, but still told me that Tecsavy it’s still persistent, and will not remove my fraudulent account from my credit. According to the collection agency, they are looking for a person with a similar name to mine even with a different email address and a different home address. I went to that address across the street for me to confirm and realize that the person they are looking for has already moved away. I have already called ******* to make a fraudulent complaint and after speaking with the collection agency, they are still telling me that I need to do this process because Tecsavy will not back down. I have been a ****** customer the whole time I’ve lived here at My Home. Months ago, I noticed my credit score went down and went to go Check it out only to find out a fraudulent claim has been put against my name. So I called ******* to make a fraudulent complaint and they removed it and then again it got put back on so I called ******* again to make another fraudulent complaint. *** collection agency after confirming all the details still told me that even after the proof teksavi will not remove anything even knowing that the customer they are looking for has a different address, different email, phone number, etc.

  Business Response

  Date: 21/09/2023

  We can certainly understand the frustration here. Customer Relations will investigate this issue and try to get it resolved.

  Business Response

  Date: 22/09/2023

  Hello, We are sorry it is taking longer than expected. We have contacted our TekSavvy Collection Department and explained the situation in detail. They in turn have been in contact with *** collection so that AIM would remove the collection from *******. Unfortunately, we do not know how long it will take for ******* to remove the collection. Hopefully it will not take long.

  Regards,

  Customer Relations

  Customer Answer

  Date: 22/09/2023

  
  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.
  
  Sincerely,
  ******* ******

• Initial Complaint

  Date:29/08/2023

  Type:Billing 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.

  Have been teksavvy customer for home internet for several years. Found out that there was another account under my name but a different email address with a credit attached to it, I requested the credit be sent to me or attached to my active account. Instead of doing any of that, my internet was deactivated without warning. I inquired, and was informed my account was closed based off my request. After clarification, I was informed my service could not be reactivated as they "no longer offered that plan." I am currently in deliberations. The credit was never issued.

  Business Response

  Date: 30/08/2023

  We are very sorry for the confusion over this incident. In checking the account, we find that a refund has been completed by the accounting team.

• Initial Complaint

  Date:19/06/2023

  Type:Customer Service 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.

  Date: Mon. Jun. 19th. 2023 Account: TekSavvy Internet Service Account #**************** Issue: Closing of my mother's account (of which my name is on the account. I actually created the account for her initially several years ago). What happened: My mother was recently placed in a care facility. She can not speak, walk, or use email anymore because of her disabilities. I phoned Tekk Savvy and spoke with a service representative to cancel her account as she is no longer in the same household. The gentleman wouldn't allow me to cancel the account on her behalf and said it was impossible. I asked for special consideration given my mother is unable to tend to the cancellation herself and won't ever be able to. He stood firm in saying this was protocol. I asked to speak with his supervisor. Without hesitation, Harpreet, staff #**** joined the conversation and denied my request. She said I needed power of attorney to cancel the account. I have power of attorney and my name is on the account. She refused again. I asked her for another option. She said there wasn't any unless I received her email at her computer, and did the cancellation there, which I am 6 hours away from. How on earth can a company have no consideration for their customer when everything needed was in line(power of attorney and my name on the account), yet they still refuse the request of the customer. A simple cancellation of my mother's account is all that was needed. Being that I am a half day's drive away from her, I requested that Harpreet send me the email(My personal email on the account). She refused again. Hard enough as it is to see my mother being placed in a home for 24hour care, I wouldn't imagine giving someone such a hard time to cancel an email/internet service. TekSavvy didn't even try to rectify the situation or offer a solution that I was actually physically able to implement. The account will continue to be billed with no one using it. Unacceptable service. Regards, *****

  Business Response

  Date: 19/06/2023

  Hello,
  We appreciate you taking the time to make us aware of this experience. 
  We are terribly sorry that cancelling the account went the way it did. 
  There are some legal requirements when it comes to cancelling an account, however we do not believe this case was met with any compassion, and for that we apologize again. 
  We are very grateful for the chance to speak with you over the phone, and organize the cancellation for you. 
  We are sorry again for what your family is going through, and we did not mean to make this any harder for you and your family. 
  
  Sincerely, 
  Customer Relations

  Customer Answer

  Date: 20/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:18/04/2023

  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.

  Our wifi with TekSavvy has been unstable since it has been installed. I pay $85/month for DSL 50/10. The wifi constantly cuts out every 5-10-20 minutes which is ongoing throughout the day. Other members of the household are full-time students and are reliant on the wifi which they are unable to do. As this has been going on we have been in contact with TekSavvy's customer support which has gotten us to know where. We have not received any support or credit for the issues meanwhile have had to utilize hotspots and data from our phones. While the issue is on going TekSavvy states they cannot pause our bill or credit us which puts us out $85 monthly for a service that does not work as it is supposed to.

  Business Response

  Date: 18/04/2023

  We have emailed the Customer with a possible solution.

• Initial Complaint

  Date:27/09/2022

  Type:Billing 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.

  July 23: I arrived home from work to find my internet was still down from the night before. The modem was extremely hot to the point where the casing had warped. After a brief call to support a new modem was sent out. The woman I spoke to left a great impression but at no point mentioned returning the modem. not wanting to spend the weekend without internet I tried unplugging and plugging back in and noticed the device sparking. at this point I tossed the modem and power supply in a box of e waste July 27: The modem arrived. I found it odd at the time that the box contained no paperwork or instructions of any kind. But it was a simple matter to plug it in and call to get the modem activated. Again I was not told to return the old modem August 1st I went to E waste and disposed of the modem and various other e Waste Aug 9 This was the first time I was told by email to return the modem. I responded saying I believed it went to E-waste. Still I searched the house in case I was mistaken. The company's response was to point to one line in the service contract and to send me to collections for thevalue of the modem.

  Business Response

  Date: 09/10/2022

  Good afternoon

  As per our Terms of Services, hardware that is not owned by the customer such as Loaned or Rental must be returned to us.  When Mr. Bouma signed up with TekSavvy he received a copy of our Terms of Services in a Welcome email.  Which outlines our equipment Loaned details which I will include below.

  Mr. Bouma, did not return a hardware (modem) and discarded it.  Charges for the hardware was applied to the account so that TekSavvy could recover their losses.  

  terms and conditions,

  Section 7.2 stipulates the following:

  Except for Equipment for which you have fully paid, all Equipment installed or provided by us remains our property and you agree that: •    You will take reasonable care with such Equipment; •    You may not sell, lease, mortgage, transfer, assign or encumber such Equipment; •    You may not reconfigure or re-locate such Equipment without our knowledge and permission; and •    You will return such Equipment to us at your own expense upon termination of the Services to which the Equipment related. If any Equipment belonging to us is lost, stolen or damaged or sold, leased, mortgaged, transferred, assigned, encumbered or not returned, you agree to pay us the undiscounted retail value of such Equipment, together with any costs incurred by us in seeking possession of such Equipment.

  Equipment/Hardware Policies

  
  Subsection 8.14

  All Equipment installed or provided by us, except Equipment purchased outright by you, remains our property and you agree to return such Equipment to us promptly when you no longer subscribe to the Service(s) in respect of which the Equipment was provided to you or when the Agreement is terminated. While in your possession, our provided Equipment may be charged to you as part of your Service Fees. We may require you to pay an Equipment deposit prior to providing you with Equipment. You agree to pay us the cost of any Equipment not returned to us upon disconnection or loss, together with any costs incurred by us in seeking to obtain possession of such Equipment. We may charge you all costs relating to repair or replacement of damaged Equipment..

  Business Response

  Date: 12/10/2022

  Unfortunately, the customer did not comply to the ToS agreed upon at time of sign up and disposed of our hardware, we are unable to credit the outstanding hardware.

  Customer Answer

  Date: 13/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The company failed to communicate the return was required in anyway. this is a reasonable expectation. The fact is the company did not communicate that it should be returned and would benefit from it not being returned.

  
  Sincerely,
  
  Clarke Bouma