Complaints
This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,291 total complaints in the last 3 years.
- 344 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/11/2025
Type: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.
In mid-September 2024, my 84-year-old mother, ******* *****, moved and cancelled phone service from Kinetic. In November 2024, she noticed that she was being charged for a different phone number that she never had. She called and tried to cancel the service and request a refund. After more than an hour on hold she was incredibly frustrated and was in tears. I recently found out that she has continued to be charged for this service.
On July 2, 2025 I called Customer Care. I spoke to a rep who told me that she saw the notes from Nov and that my mom had asked to cancel the service and requested a refund and that nothing had been done. She did cancel the service. I then spent 45 min on hold while she spoke to someone about a refund. At an hour, she asked if she could call me back with the refund info. I said yes and she said that she would call later that day or the next. I did not receive a call back.
On July 7, 2025, I called again and had to repeat the story and request. The rep did confirm that the service was cancelled. I was put on hold as she got in touch with someone about the refund. She came back and said that it could take 1-2 hours to get a determination and that they would have to call me back. I said that I was promised a call back on 7/2 and did not get one. I asked if there was some other way to speak to a supervisor or escalate the issue and she said no. I asked how I could contact the legal de**rtment and was told they didn’t have a legal de**rtment. She said I could call the corporate office but that I would have to find the number online. She said that the only option was to provide my contact number and she assured me that I would get a call back. I did that, but I did not get a call back.
Kinetic initially took advantage of an elderly woman by ignoring her valid request and have just given me the runaround when I am trying to get a refund. I am requesting a refund of $599 for the 10 months that my mom was charged for the non-existent service.
Business Response
Date: 07/18/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *****
********* **** * ********
**** *** ********
This letter acknowledges receipt of the notice of the complaint filed by
******** ***** regarding her mother, ******* *****.According to the filings,
Ms. ******** ***** is inquiring on behalf of her mother about the disconnection
of an account opened without her knowledge and a refund of **yments.Regarding Kinetic’s
response, records indicate that the account in question was opened when Ms.
******* ***** requested to move her service from her home in ******** Lake, **,
to her new home in Meadville, **. Initially, she requested to transfer her existing
phone number to the new address but was later informed that this was not
possible due to the change in rate centers. Unfortunately, the order still
proceeded to billing with a new rate center telephone number instead of being
canceled. An initial dispute of this account began in November 2024, at which
time Ms. ***** was advised the account would be closed. However, the account
was not closed as intended.Kinetic has since
disconnected the account as of July 3, 2025. A refund of $59.91 for her June
**yment has been issued and should be available to her within 48-72 business
hours, depending on her financial institution's refund policy. An additional
$419.19 refund will be issued and mailed out within the next 30 days in the
form of a pre**id card. I have spoken with Ms. ******* *****, who has expressed
her satisfaction with this resolution and has been provided with my contact
information for any additional assistance.We apologize for the
inconvenience this situation has caused. Kinetic values Ms. *****’s business.
Please feel free to contact me if you need any further information.
**********
******* *******
******* ********* *********** **********
************ ** ********
CC:
******* *****
*** **** ** *** ***
********* ** *****Customer Answer
Date: 07/18/2025
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:07/02/2025
Type: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 kinetic windstream several months ago to cancel my telephone service since I didn't use it. I waited a few months and I was still being charged. I called again and they stated that they were canceling it at that time. They gave me a $75 credit for the inconvenience. I waited another month and called again because they still hadn't canceled it. They credited my account again for the inconvenience. Then three or four days later my internet was turned off. Not due to non-payment, but because when they canceled my telephone, they also canceled my internet. I have no other services at my home. As in, I have no cell service and had no way to contact the outside world. They turned off my internet late Saturday early Sunday. I had to wait until the following Monday to get my internet turned back on. The lady I spoke to apologized and stated it was a computer error. I just got my current months bill and telephone service is still on! I have been trying to get them to turn off my telephone service for 6 months! I want to keep my internet through them as they are the only company to provide service to my home but I do not want their telephone service. It really should not be this difficult to cancel one service but leave the other.Business Response
Date: 07/11/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** *******
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ***** *******.From this complaint, we
understand that Ms. ******* is inquiring about the disconnection of her
landline service and the correction of her billing. We sincerely appreciate her
bringing these issues to our attention and allowing us the opportunity to
resolve them.After reviewing the details
of Ms. *******'s complaint, we took the following actions:Corrected the error in the initial order from January
2025 to remove her phone service, and applied a $75.00 credit to her
account for the period she was incorrectly billed for phone service.
Ensured the order to disconnect her phone service was
processed correctly, resulting in a $150.00 credit to the bill due on
7/16, which she can consider paid.
Confirmed that the only bill requiring payment is for
her internet service, due on 7/14, in the amount of $113.12, under a new
account number.Ms. ******* has been assured
that she should not receive any further bills that include landline service. I have communicated these updates to her
directly and provided my direct contact information for any additional
assistance she may require.We apologize for any
inconvenience this may have caused Ms. ******* and are committed to ensuring
her satisfaction with our services. Thank you for your
assistance in facilitating the resolution of this matter.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
***** *******
**** ***** ***** **
********** ** *****Initial Complaint
Date:06/27/2025
Type: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 originally signed a contract with Kinetic for $50./mo. for internet service. The bill had got up to $200. I was going to cancel, but he said he would waive the late charges, and he could get it down to $30./mo. I agreed. For 3 months it was $30., but then it up to over $40., so I was paying that. In April I paid $43. In May I went to pay the bill, it was $88., past due. I get $800./mo to live on, there is no way I can come up with that much. I tried their chat thing, but the answers I was getting made no sense. The next day I tried to call them, but I kept getting, "server error, try again later", for two days in row. The next day I went on their web site, and the bill was up to $180. past due. Aweek later I finally got hold of a person with a very heavy Asian actsent, he said he would look in to it. The bill is now up to $270. past due. this is what they were doing before. All my savings is gone, I have no way to come up with that much, and there seems to be no way to resolve this issue. I also had basic TV service with AT&T, I signed a contract with them for $80./mo., the bill got up to $300., so I canceled them They are still trying to squeeze me for another $400. This is one of the reasons I have no savings left.Business Response
Date: 07/03/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *******
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ****** *******.From the filings, we
understand that the customer is inquiring about issues he is having with his
Kinetic bill.With respect to Kinetic’s
response, records indicate Mr. ******* was given a 12-month customer service
credit in April 2024 that expired in April 2025 and reduced his bill by $39.99
per month. Kinetic spoke with Mr. ******* on July 3, 2025, to review and right
size his bill to an agreeable amount more suitable for his budget. Kinetic
offered to a 25% settlement to the account if Mr. ******* would agree to make a
payment today and a payment arrangement for the remaining balance. Mr. ******* made a payment of $60.00, as well
as a payment arrangement for July 16, 2025, to pay the remaining balance of $146.23
to bring it current. Lastly, Kinetic changed Mr. *******’s billing cycle to
better fit his pay schedule. Mr. ******* expressed his satisfaction with this
resolution.We apologize for the
inconvenience of this situation. Kinetic appreciates Mr. *******’s business.
Please feel free to contact me should you need any further information.
**********
******* *******
******* ********* *********** **********
************ ** ********
CC:
****** *******
*** **** **
** *** ****
******* ** *****Initial Complaint
Date:06/27/2025
Type: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.
We were a customer of Windstream for 25 years. In 2016 we added Dish Network tv service through a Windstream bundling offer. Windstream billed for their telephone and internet services as well as the Dish Network tv service. At the end of April 2025, we the terminated telephone and internet service and were told we had to deal with Dish re the tv service - which we did. I have an email confirmation that Dish service was terminated on 5/3/25.
Prior to both service terminations we received a bill dated 4/9/25, and due on 4/28/25 for telephone, internet and Dish Network services. This bill covered telco and internet service from 4/7/25 - 5/6/25 and Dish service from 4/4/25 to 5/3/25. This bill was paid in full on 4/22/25 and acknowledged by Windstream on subsequent bills.
On 5/9/25, we received a bill from Windstream, in the amount of $161.58 for Dish Network service from 5/4/25 - 6/3/25. Since we terminated Dish service on 5/3/25, we do not owe for a service which we did not nor could not receive.
We have made numerous calls (6+) to Windstream customer service using the number provided. At first Windstream's response was that they only issue the bills and that we needed to contact Dish Network. Each and every time we contacted Dish Network only to be told that we do not owe them anything and that they are not the one issuing the bill and that we need to contact Windstream. This back and forth only continues every time we receive a late notice from Windstream - each one pointing the finger at the other. Now Windstream is threatening to turn this over to a collection agency.Business Response
Date: 06/30/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ******
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ****
******.
From the filings, we understand
that Mr. ****** has raised concerns regarding his final billing with Kinetic and
Dish Network.
With respect to
Kinetic's response, to provide clarity regarding this matter, Dish Network
sends their invoice to Kinetic 7-10 days prior to our billing cycle so that the
charges can be added to our invoices. Once Kinetic receives the charges from
Dish, we pay those charges and include them in our billing. In this case, when
the Kinetic service was disconnected on April 27, 2025, it appears Dish Network
had already sent their new charges to us for the billing period of May 4 to
June 3, 2025, which is why Mr. ******'s May invoice only reflected Dish charges
and not Kinetic, as our service was disconnected on April 27, 2025, after Mr.
and Mrs. ****** ported the number to a new provider.
Normally,
Kinetic does not adjust for Dish billing, and customers would need to dispute
the charges with Dish. However, I understand that Mr. ****** had already spoken
to Dish and was advised that he did not owe them anything, as the Dish account
was at a zero balance. This is because, when Dish sent their charges to
Kinetic, we paid those charges. Technically, the charges would be owed to
Kinetic. However, as a courtesy to resolve this matter, I’ve adjusted the
balance of $161.58 in full, bringing the account to a zero balance with nothing
owed.
I attempted to
reach Mr. ****** this afternoon and left a voicemail with this information, in
addition to emailing him. I’ve provided my direct contact information should he
have any additional questions or concerns.
We regret any
inconvenience these matters may have caused Mr. and Mrs. ******. We appreciated
her business, and we thank him for his patience as we work to resolve these
issues. Please feel free to contact me if you should have any additional
questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
*** ****** ******
**** ***** **
****** ****** ** *****Customer Answer
Date: 06/30/2025
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:06/20/2025
Type: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.
Kenetic by Windstream, erroneously and unauthorized, opened an account in my name AFTER I closed and disconnected my service with them in March 2025. They are now demanding payment for this fraudulent account. I am demanding that they cease and desist from these fraudulent charges. I DIDN'T OPEN THIS ACCOUNT.Business Response
Date: 07/03/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *****
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ****** *****.From the filings, we
understand that the customer is inquiring about an account that was opened
without his permission in March 2025.With respect to Kinetic’s
response, Kinetic disconnected the account that was opened in error on June 20,
2025, and the balance has been credited. Mr. ***** has been provided with my
contact information if he needs any additional assistance.We apologize for the
inconvenience of this situation. Kinetic appreciates Mr. *****’s business.
Please feel free to contact me should you need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
****** *****
**** * **** **** *** ***
************** ** *****Customer Answer
Date: 07/03/2025
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:06/20/2025
Type: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.
Kinetic Internet promised a gift card for $100 upon signing and I still haven't received it. It has been over the 45 day period and they keep telling me the same thing: 3 more business days.Business Response
Date: 06/27/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** *******
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by.
From the filings, we understand
that Ms. ******* has raised concerns regarding a $100 New Customer Reward Card not
received.
With respect to
Kinetic's response, upon investigating, our records show that Ms. *******
established service with Kinetic on April 29, 2025, and the reward card offer
was placed on the installation order. The New Customer Reward Card offer
requires active service for 45 days’ post-installation and the account to be in
good standing. Ms. ******* met these criteria, with the 45-day mark occurring
on June 13, 2025.
On June 14,
2025, Ms. ******* communicated with our customer service team via chat to
inquire about the reward card's status. Our agent submitted a form to ensure
the reward card was issued and informed her that it could take 5 to 7 business
days to be sent to her. Our records show that on June 24, 2025, a customer
service agent attempted to contact Ms. ******* to confirm the card's issuance;
however, the call went to a voicemail that was full, preventing a message from
being left.
After receiving
this inquiry and reviewing the records, I found that the reward card was
emailed to Ms. ******* at ************[email protected] on June 26, 2025. Our
records indicate that the card has been received and redeemed, and I confirmed
this with Ms. ******* via email this afternoon. I’ve provided my direct contact
information for any future questions or concerns.
We regret any
inconvenience these matters may have caused. We appreciated her business, and
we thank him for his patience as we work to resolve these issues. Please feel
free to contact me if you should have any additional questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ***** *******
*** **** **** **
*********** ** *****Initial Complaint
Date:06/19/2025
Type: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.
My internet service through kinetic Windstream has been out since June 4th 2025. A service tech came out the next day and said there was nothing he could do since he suspected damage to the fiber line. 2 weeks later and there has been zero resolution. I get a text every day saying they will be out tomorrow to fix it. Service department never has any meaningful response about any actual updates. A local manager was supposed to attempt to contact me days ago, it never happened. They refuse to let me speak to anyone local about this issue. The call center just says they know about the issue and we don’t know when we can fix it and there is nothing we can do. I literally just want to speak to someone local. I understand fiber lines break but the communication I have received since has been absolutely horrendous. Nobody has been helpful. One guy started yelling at me on the phone. I do suspect they have no intentions of fixing the line due to costs involved with fixing it and are hoping I cancel. Please just tell me something useful and fix the internet. It shouldn’t take a month to fix a line. And even if it does just tell me. Not “it’ll be tomorrow, then tomorrow, then tomorrow…”Business Response
Date: 07/01/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ********
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ******
********.
From the filings, we understand
that Mr. ******** has raised concerns regarding his Kinetic internet being out
of service and the timeline for repair.
With respect to
Kinetic's response, upon investigating, our records indicate that Mr. ********
contacted Kinetic on June 4, 2025, to report no internet connection. After
troubleshooting was attempted by our repair team, ticket *********** was
created to dispatch a technician on June 5, 2025. Our technician found that the
fiber cable had been damaged. An engineer created a job for repair with notes
stating the fiber had been damaged and there was no passing light. Once the job
was designed and approved, it was sent to our contractors, ITG, to complete the
repairs. I was advised on June 30, 2025, that the contractors completed the
repairs and splicing on June 26, 2025.
Our records show
that Mr. ******** spoke with our customer service team on June 27, 2025, and a
$32 credit was applied to the account for the service outage. After receiving
this information from our local area management, I contacted Mr. ******** to
confirm if his service had been restored. Mr. ******** advised that he had
switched to Spectrum for service due to the delay in repairs.
Due to the delay
and service outage, I adjusted the balance in full of $63.50 so nothing was
owed. I assisted Mr. ******** in placing order *************** to disconnect
service, which has been completed. I’ve provided my direct contact information
to Mr. ******** should he have any questions or concerns in the future.
We regret any
inconvenience these matters may have caused Mr. ********. We appreciated his business,
and we thank him for his patience as we work to resolve these issues. Please
feel free to contact me if you should have any additional questions or
concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ****** R ********
**** ****** **
********* ** *****Customer Answer
Date: 07/01/2025
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:06/19/2025
Type: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 6/14/25 we lost landline phone and internet service via Windstream/Kinetic due to a widespread outage impacting 150+ individuals. As of 6/18/25 service still has not been restored. Estimated restoration times are inconsistent and vary depending on method of contact (Customer Service, App, etc). The only information they will provide is they are actively working on it and are experiencing delays. Customer service refuses to transfer me to a supervisor and will not provide any means to file a complaint or gain more information. The site of the damage causing the outage is at the corner of my street and no one has been actively working on repairs. This is a public safety concern when you are without the ability to call for emergency services in the event you should need it for such an extended period of time. This is not the first time we’ve experienced these type of issues with the provider; however, the lack of concern and responsiveness is far worse than it has been in times past. I’m just seeking to be able to speak with someone representing the service provider who can provide more information and assurance that the outage is being properly addressed.Business Response
Date: 07/03/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** ******
********* **** * ********
**** *** ********
This letter serves to confirm that we have received the notice of the complaint
filed by ******** ******.According to the complaint,
Ms. ****** is inquiring about issues she experienced with her Kinetic internet
due to a widespread area outage in June 2025.In response to this inquiry,
our records show that Ms. ******’s service was impacted by a damaged 100pr
22-gauge cable approximately 300 feet west of the intersection of ***** *****
Rd. and *******-***** ***** Rd. The cable was cut due to excavation. The cable
was repaired and service restored on June 23, 2025. The account has been
credited in the amount of $63.54 for her time without service. She has been
provided with my contact information if she needs any additional assistance.We apologize for any
inconvenience this situation may have caused. We value Ms. ******’s business
and encourage you to contact me should you require any further information.
**********
******* *******
******* ********* *********** **********
************ ** ********
CC:
******** ******
2114 ******* ***** ***** Rd
*********** ** *****Initial Complaint
Date:06/16/2025
Type: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.
Kinetic by Windstream has been my internet/wifi provider since March 2024. My connection began going out Wednesday evening, June 11, 2025. After numerous times of unplugging and replugging the router's electrical I reached out to tech support on Saturday, June 14th. The tech (****, located in Jamaica) confirmed the intermittent wifi signal. He performed a remote "rebuild on the connection" which failed to rectify the problem.
According to ****, the earliest available time for a live technician to come out is this coming Friday, June 20th, time unknown. This translates to: I have to be home all day.
As I work from home, this delay results in a loss of income on my end.
Today, Monday June 16th, I called Kinetic again. Spoke with ******. She submitted a request to their "escalation department." Said it would take a few minutes for this department to respond. After over an hour there was no response from the escalation department.
Please assist me in having a live technician attend to this issue as soon as possible.
The same issue occurred mid February of this year. The technician corrected the issue. It's been only four months since; the technician came out a few days after I'd spoken with the Jamaican based tech support.Business Response
Date: 06/25/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** ******
********* **** * ********
**** *** ********
We are writing to acknowledge receipt of the complaint notice filed by ********
****** regarding her Kinetic Internet service.According to our records,
Ms. ****** initially reported service issues on June 14, 2025, and a technician
was scheduled to visit her location on June 20, 2025. On June 16, 2025, Ms.
****** contacted us to request an earlier appointment, and we informed her that
her ticket would be escalated. We advised that she would be contacted if an
earlier slot became available.On June 20, 2025, as
scheduled, our technician visited Ms. ******'s location, identified and cleared
a short on her line located 400 feet from her house, and successfully restored
her service. We have applied a credit of $31.06 to her account as a gesture of
goodwill for the inconvenience experienced.Please note that internet
service tickets are processed in the order they are received and prioritized
after regulated out-of-service dial tone tickets. While Kinetic strives to
provide reliable service, we cannot guarantee uninterrupted or error-free
internet connectivity. We recommend that customers who rely on internet service
for essential use have a contingency plan in place.We apologize for any
inconvenience this situation may have caused and sincerely appreciate Ms.
******’s continued business. Please feel free to contact me if you require any
further information.**********
******* *******
******* ********* *********** **********
************ ** ********
CC:
******** ******
*** ******** **
***** ** *****Customer Answer
Date: 06/25/2025
Complaint: ********
I am rejecting this response because: Kinetic is charging me over $100 per month. For this amount of payment I expect superior service.I should not have to wait six days for a repair technician to arrive. This is six days of lost income. I work from home; when stable internet connectivity is unavailable, I lose income, as stated above.
Therefore, I request either: 1) The monthly price paid to Kinetic be the same as when I contracted with them, or 2) $600 deposited into my checking account immediately. This is a low amount considering my loss of income .
Sincerely,
******** ******Business Response
Date: 06/27/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** ******
********* **** * ********
**** *** ********
We are writing to acknowledge receipt of the rebuttal to the complaint filed by
******** ****** regarding her billing and credits due to Kinetic Internet
service issues.We have credited Ms. ******
with $31.06 for the time her service was disrupted, in line with our policy of
providing credits based on the number of days a customer is without service.
Ms. ****** has been a valued customer since March 2024, and aside from this
incident, she has reported only two other issues. Please note that billing
disputes and credit requests must be submitted within 60 days of the incident;
beyond this period, billing is considered valid and accepted by the customer.To provide clarity on her
current billing, Ms. ******'s internet plan is $74.36 per month, excluding
mandatory taxes and surcharges. In addition, her monthly modem rental and
protection plan cost $10.99, and her Kinetic Secure plan is $14.99. We encourage
Ms. ****** to reach out to our care team to explore more budget-friendly
options if desired.Regarding service tickets,
they are processed sequentially as received, with priority given to regulated
out-of-service dial tone tickets. While Kinetic is committed to delivering
reliable service, we cannot guarantee uninterrupted or error-free connectivity.
We advise customers who depend on the internet for essential purposes to have a
contingency plan in place.We apologize for any
inconvenience caused and greatly appreciate Ms. ******'s continued business.
Should you need any further information, please feel free to contact meSincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
******** ******
*** ******** **
***** ** *****Initial Complaint
Date:06/16/2025
Type: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 in February 2025 and they owe me a prorated refund of $53.35. I have called at least 20 times and they keep telling me they will refund the money. They told me that a check was mailed in May and I have not received it. I have spoken to supervisors with no resolution.Business Response
Date: 06/24/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ******
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by *****
******.
From the filings, we understand
that Mr. ****** has raised concerns regarding a refund not received after
disconnecting service.
With respect to
Kinetic's response, our investigation indicates that Mr. ****** contacted
Kinetic on February 18, 2025 to request service disconnection as he moved to a
location that Kinetic did not service. Order ************* was submitted and
the account was disconnected in full on February 19, 2025. The March 17, 2025
invoice showed a credit balance of $53.35. Typically, refunds are processed and
mailed within 4 to 6 weeks after the account closure and final invoice
generation. The final invoice was generated on April 16, 2025, and our
Financial Service team reviewed Mr. ******’s account on April 25, 2025,
scheduling a refund release to ONBE, our partners, on April 28, 2025.
After receiving
this inquiry, I coordinated with our Financial Service team to gather further
details. They confirmed that the refund was sent to ONBE on April 29, 2025, and
mailed it to ** ******* Rd, *********, PA *****. Upon contacting Mr. ****** on
June 20, 2025, he informed me that he had not yet received the refund. I
verified that the correct mailing address was *** ******** ***, *******, PA
*****. Unfortunately, when Mr. ******’s account was closed, his new address was
not updated in our records. I contacted our Financial Service team and ONBE
partners to request the refund be voided and reissued to the correct address,
which was completed that afternoon. I informed Mr. ****** via email about the
reissuance and advised him to allow 7 to 10 business days for delivery. Mr.
****** has my direct contact information should he have any further questions
or concerns.
We regret any
inconvenience these matters may have caused Mr. ******. We appreciated his business,
and we thank him for his patience as we work to resolve these issues. Please
feel free to contact me if you should have any additional questions or
concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ***** ******
*** ******** ***
*******,
PA *****
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