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: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