Complaints
This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,283 total complaints in the last 3 years.
- 336 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: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 contacted windstream about a modem issue. Called in and scheduled service. I waited all day. No one showed. I called. They said tomorrow. My entire business relies on the internet. We stream music, ATM, and credit card machine. I explained extensively that I can't operate without wifi. They make no attempt to do anything. I offered to drive to windstream to pick up a new modem nothing. Everyday im without interest im forfeiting income. This service is for a gentlemen's ****. No music , no atm no credit card machine. No money. Windstream does not care. They do nothing. Issue after issue. No compensation. No credit on my bill. Nothing just lost money, work days, and stress and aggravation. I told him I work until 4am I was up at 8 to call. They told me someone would be out. Stayed awake on 4 hours sleep. Waited all day. Called back in at 4 since the work day is coming to an end and they inform me Oops we can have someone out tomorrow.. after I sat here 8 hours waiting.
Business Response
Date: 06/24/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** **** *********** ******
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ******
****** on behalf of the account under **** ****.
From the filings, we understand
that Ms. ****** has raised concerns regarding the internet associated with
telephone number ************ being out of service and the timeline for repair.
With respect to
Kinetic's response, our investigation indicates that Ms. ****** contacted
Kinetic on June 13, 2025, to report connectivity issues with her internet
service. Ticket *********** was initially scheduled for dispatch on June 16,
2025. However, our technician was dispatched early on June 14, 2025, and
discovered that trees were interfering with the line and there were issues with
the cable pair, which were promptly repaired. The technician returned on June
16, 2025, conducted tests from the office to the location, and found no issues.
They verified that the Network Interface Device (NID) was functioning properly
and left a modem on the doorstep, as there was no access available.
Upon receiving
Ms. ******'s follow-up inquiry on June 16, 2025, I attempted to contact her via
phone but was unsuccessful. I sent an email advising her that records showed
the internet was active for 1 day and 20 hours and requested confirmation of
service restoration. Ms. ****** responded after hours on June 19, 2025,
indicating the modem was not connecting and devices showed no connection. On
June 20, 2025, I expedited ticket ***********, originally scheduled for June
24, 2025, and coordinated with local field operations for immediate attention.
I contacted Ms. ****** via phone, left a voicemail about the expedited service,
and emailed her as well. Our technician identified that the pins needed
adjustment, completed the repair, and records now show the service is fully
restored with optimal connection rates and margins.
Additionally, on
June 16, 2025, I applied a $60 credit to the account for the period from June
13 to June 16, 2025. I clarified in my email to Ms. ****** that, per our terms
and conditions, Kinetic is not liable for accidents or injuries caused by
services, nor for any damage or losses resulting from installation,
maintenance, or removal of services, including incidental, special, or
consequential damages such as lost profits, business opportunities,
interruptions, or data. However, due to the repeated dispatch, I adjusted the
remaining balance of $138.83 on June 20, 2025, resulting in a zero balance. As
of today, I have not received a response from Ms. ******; however, she has my
direct contact information should any questions or concerns arise.
We regret any
inconvenience these matters may have caused Ms. ******. We appreciate her
business and 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:06/11/2025
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.
Hurricane Helene knocked out internet About a month later they came to fix it. The technician told me the wire has to be replaced from the pole over 2000 ft away and that we probably won't have internet anymore because we were the only person on that line and it would be expensive. We had a few instances when the Internet worked but mostly would not and was very frustrating. I explained to them that my wife is stage VI cancer and undergoing chemotherapy and radiation therapy and the hospital communicated with her through the Internet for everything. I need my service! A few weeks later they had Aapilund tree service clear a bunch of limbs and the next day Windstream had three buckets trucks out there working. I figured my service would be back on promptly. A week went by and no service so I called to find out what's going on. They told me I was cut off for non payment. I told them I had paid up till the hurricane but felt I didn't owe them for the two months without service. I attempted to resolve three times but they insisted I owe the money. I kept getting bills and they were going up. So I attempted one last time to resolve. They told me my account was suspended not closed so I don't get internet but keep getting monthly bill and will be turned on when I pay balance. I told them they could put my balance at 0 and turn back on Internet and I will continue to pay you $134 a month and you can keep making money odd me. I have had service over ten years with them. They wouldn't budge and say I owe them the money. I don't have any contractual obligations to them that I know of any think they are using deceptive tactic on there business dealings. I also believe it was pretty thing to do to someone recovering from a hurricane and undergoing serious medical difficulties. They have now reported us to the credit bureau. We still don't have any internet or phone because they are the only provider in our rural area . I told them we disagree and I would not pay themBusiness Response
Date: 06/20/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *******
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by *****
******* on behalf of the account under ****** *******.
From the filings, we understand
that Ms. ******* has raised concerns regarding the Kinetic by Windstream
billing associated with telephone number ************.
With respect to
Kinetic's response, upon investigating, our records indicate ticket ***********
was created on October 8, 2024, for no internet connection, with October 24,
2024, as the first available appointment. Our technician dispatched on October
24, 2024, and noted that the cable was damaged due to the hurricane, and a
temporary line was placed. Our technician noted that there was no access, but
testing conducted verified service was restored. The ticket was closed. I found
no follow-up tickets reported. On November 5, 2024, records show that the
account was suspended for non-payment. The account showed a past due balance of
$265.31 with the current balance of $136.36, making the total balance $401.67.
On December 16, 2024, an adjustment of $178.94 was applied for the service
outage from September 12 to November 11, 2024. Additionally, a payment of $140
was received on November 25, 2024, bringing the balance to $195.03. However,
records do not indicate services were restored as the account was still showing
a past due balance.
By the February
17, 2025 invoice, the past due balance was $323.37 with the current balance
$128.34, bringing the total balance owed to $451.71. On February 25, 2025, our
records indicate Scott ******* spoke with our customer service team regarding
ongoing billing despite not having service. The agent advised that the service
had been suspended for non-payment and not disconnected, which is why the
billing continued to generate. Our records indicate that the call was
transferred to our account specialist team, and an order was placed to
disconnect the services in full on February 25, 2025. There are no further
records showing Kinetic was contacted regarding the billing.
On March 17,
2025, a new invoice generated showing adjustments totaling $120.39 applied to
the account, which were adjusted due to the out-of-service caused by the
hurricane. This brought the balance from $451.71 to $331.32. On April 25, 2025,
when no payments or arrangements were made, the balance of $331.32 was written
off and sent to collections. After receiving this inquiry on June 12 and
reviewing the records, I contacted our Financial Service team and requested the
balance of $331.32 be recalled from collections and waived in full. This has
been completed. I attempted to contact the *******s by phone multiple times
without success; the calls rang to a voicemail that was not set up, so a
message could not be left. I emailed [email protected] on June 19, 2025,
and advised that the balance had been recalled and waived. As of today, June
20, 2025, I have not received a response. I’ve provided my direct contact
information in the email sent, should they have any additional questions or
concerns.
We regret any
inconvenience these matters may have caused Ms. *******. We appreciate her
business and 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:06/11/2025
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 missed 3 days worth if work due to being told kinetic would be at my home to fix and upgrade my internet. Each day I'm told it will be the next day or told the problem has been fixed when nothing was done...I missed work and money waiting on someone to show and nobody did.Business Response
Date: 06/20/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *****
********* **** ********
**** *** ********
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 missed appointment.
With respect to Kinetic's
response, our records show that Mr. ***** contacted Kinetic on June 5, 2025, to
upgrade his internet service from an up to 50MB DSL service to a 1GB fiber
service. Order *************** was initially scheduled for completion on June
6, 2025. However, adverse weather conditions prevented our technician from
completing the installation on that date. The installation was rescheduled for
June 7, 2025, but was delayed because the technician was occupied with a
trouble ticket that took most of the day. It was then scheduled for June 9,
2025, but this appointment was also delayed because the local power company had
to shut down the substation to repair a switch, which took 3 to 5 hours. Our
technician was finally able to complete the installation on June 10, 2025.
Per our terms
and conditions, which can be found online at Windstream
Terms and Conditions, Kinetic by Windstream is not liable for any accidents
or injuries caused by the services, or for any damages or losses resulting from
the installation, maintenance, or removal of the services. Additionally, the
company cannot be held responsible for any indirect damage, such as lost
profits, lost business opportunities, business interruptions, or loss of
business data. Kinetic by Windstream does provide adjustments for any reported
outages lasting longer than 24 hours. Once an outage is resolved, customers may
request an adjustment for the time the service was impacted. In Mr. *****'s
case, he was still in service during the delays, albeit on copper rather than
fiber.
Our records
indicate that Mr. ***** spoke with our account specialist team on June 9, 2025,
and an adjustment of $308.44 was applied to his account, covering two months of
service. During this conversation, Mr. ***** mentioned considering switching to
a new provider due to the multiple rescheduling of the appointment, which
caused him to miss work.
I spoke with Mr.
***** yesterday, June 19, 2025, and confirmed that the service was successfully
installed and he is satisfied with the adjustment applied. I also provided my
direct contact information to him for any future questions or concerns.
We regret any
inconvenience these matters may have caused Mr. *****. We appreciate his
business and patience as we work to resolve these issues. Please feel free to
contact me if you should have any additional questions or concerns.
**********
****** ******
******* ********* ********** **********
** ************ *** ********
*** ******** *****
*** ***** ****** **
******* ** *****Initial Complaint
Date:06/03/2025
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.
1. Was lied to by the sales representative in o**er for them to make the sale they told me someone could come hook my Internet up on Memorial Day. I clarified that that was a holiday and asked if they were able to come out still, and she said yes, only for the day of the appointment to be told thatthey don’t work on holidays and can’t come out for two more days.
2. On the day of the install, the technician came out spent five hours at my house only to tell me that there was an issue with the programming and he would give me a call back the next day. My nephew, who was there during the install later, told me that the technician didn’t seem to know what he was doing that he kept going back-and-forth down the road to different Internet boxes, looking at how they were wired and at one point, he had a lap full of wires in his lap and did not seem to know what he was doing.
3. The next day I received no callback and no communications from the technician so I called the company customer service line I was on the phone for over three hours transferred to over five different people hung up on once only to be told that it was a new construction and it would take 2 to 3 weeks for them to come out and fix my Internet when it is not a new construction, and my landlo** said the previous tenants had Internet hooked up less than three months ago. I let them know all of this and the remarks about the technician probably doing his job incorrectly and requested that a new technician. Come check his work.
4. I was then lied to yet again and told an escalated ticket would be put in and someone would be out Friday, 05/30/2025. Once again I stayed on the phone for over two hours being transferred between representatives only to be told I would get a call back. It has been four hours and no callback. This is so disappointing as a new customer trying to spend my money. It seems like they don’t want business until lie after lie.Business Response
Date: 06/12/2025
**** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* *********
********* **** *********
**** *** ********
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 rega**ing her appointment for installation
of service.
With respect to
Kinetic's response, upon investigating, our reco**s indicate that o**er
******** was created on May 19, 2025, to install service at ***A ***** **,
*****, GA *****. The o**er was initially placed for the original due date of
Monday, May 26, 2025, but since this landed on Memorial Day, the o**er was
rescheduled for May 27, 2025.
Our technician
was dispatched on May 27, 2025, but was unable to complete the installation due
to an area outage affecting the DSLAM, which prevented bonding the service. Our
Data Network Operations Center (DNOC) technicians were actively working to make
repairs, and the o**er was rescheduled for May 31, 2025, and then June 4, 2025,
as the outage persisted.
On June 5, 2025,
our technician was dispatched and successfully completed the installation of
service. I spoke with Ms. ********* on June 9, 2025, and confirmed that the
installation was complete and services were working. Due to the inconvenience
and frustration caused by the delay in installation, I adjusted $68 to her
account, covering the first invoice in full. I’ve provided my direct contact
information to Ms. ********* for any future questions or concerns.
We regret any
inconvenience these matters may have caused Ms. *********. We appreciate her
business and patience as we work to resolve these issues. Please feel free to
contact me if you should have any additional questions or concerns.
Sincerely,
Maggie Willey
Kinetic Executive Escalation
Specialist
** ************ *** ********
CC: ******* *********
***A ***** **
*****, GA *****Initial Complaint
Date:05/30/2025
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.
I have made two payments on April/23/2025, totaling 168.17 but, still they disconnected by services. Spoke with a rep and demanded to speak with a manager to tell them that a payment of 84.06 was already taken out of my account, the manager never got on the phone. So the rep told me to get my services back on, I had to pay the next month bill for 84.11 which was not due, so I done this, plus, I wanted to change the date my bill was due on to after the 25 or around that date, she stated that would be another 11.00 dollars, fine I said because I live on fix income. I had my son to pull up next bill and its stating that 176.35 will be due on June 18th. I believe this company is not billing me properly. I'm 83 years old and have me with this company over 50 years. And my phone bill is more than my water and electric bill. I don't think this is right. I want the BBB to look into this matter, because I believe they are over charging me and plus I paid to have my due date change to around the 25th of each month but, now its stating due on the 18th. If this is the case, they need to credit my 11.00, change my account ********* back the way it was and adjust my account. Their billing practices is the issue. I need to speak to someone and find why I'm getting charged like this. It is outrageous.Business Response
Date: 06/05/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ******
********* **** * ********
**** *** ********
This letter acknowledges receipt of the notice regarding the complaint filed by
***** ******, as referenced above.From the filings, we
understand that Ms. ****** has raised concerns about her Kinetic billing. Our
records indicate that Ms. ******'s account was suspended on May 23, 2025, due
to non-payment of her March and April invoices. Subsequently, Kinetic received
payments totaling $168.17, which brought her account up to date and allowed us
to reconnect her services.Ms. ****** requested a
change in her billing cycle to reflect a due date after the 25th of each month.
While there was no charge for this cycle change, her May invoice was prorated
by 15 days to align the billing schedule accordingly. Her May balance included
a prorated charge of $34.75 for the billing cycle adjustment, $58.00 for phone
and internet reconnect fees, and her regular monthly recurring charges totaling
$176.35. In recognition of Ms. ******'s 52-year tenure and excellent payment
history, Kinetic has decided to waive the $58.00 reconnect fees, reducing her
May balance to $115.31.We have adjusted the billing
cycle again to ensure the due date reflects her request for on or around the
25th of each month. Please note that Ms. ******'s June invoice will also be
slightly prorated to accommodate this adjustment.
I have personally spoken
with Ms. ****** and her daughter, Sheila, to review her billing details and
have provided them with my direct contact information for any further
assistance.We apologize for any
inconvenience this situation may have caused and appreciate Ms. ******'s
continued business. Should you require any additional information, please feel
free to contact me.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
***
****** ******
** *** ****
****** ** *****Customer Answer
Date: 06/07/2025
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:05/29/2025
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.
It is very sad that I have to make this report I’m tired of the disrespect by the staff they wanna make excuses and justify everything well I don’t get a bill and when Windstream is blocking me out from my mobile app due to my password always being different or just nothing works to get in and then I get charged a crazy bill to be lied to about it at this point I’m fed up I paid 250 in April to be told my bill will be going back to normal at that point I had to pay a high bill due to not getting a bill or being able to log into the app and when you call about it no one cares and the new thing is my bill is not normal it was raised without notification or me being told that is a violation and a breech of contract but the best part is my stuff is in suspended status why because they wanna do what ever and add extra charges upon extra charges don’t tell me one thing then raise my bill to almost 100 dollars and add more fees on top of thatBusiness Response
Date: 06/05/2025
**** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ******
********* **** *********
**** *** ********
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 this Kinetic by Windstream
billing.
With respect to Kinetic's
response, I have assisted Mr. ****** multiple times regarding his billing
concerns. Upon reviewing his billing history since my last response filed on
Complaint Case #******** on December 20, 2024, I found the following:
December 27, 2024: Mr. ******'s account showed a balance of $79.11, with a credit of $27.64, resulting in a total balance owed of $51.47, due by January 15, 2025.January 28, 2025: No payment was received, and the invoice showed a carried-over balance of $51.47 plus new charges of $54.07, totaling $105.54. On January 31, 2025, I spoke with Mr. ****** and adjusted the past due balance of $51.47 as a courtesy, leaving a balance owed of $54.07.
February 26, 2025: The invoice showed a past due amount of $54.07 with new charges of $86, bringing the total to $140.07. The February invoice was higher due to a promotional credit of $25 expiring on February 21, 2025.
March 26, 2025: The invoice showed a accumulative balance totaling $226.73 owed. Additionally, Kinetic notified its csutomers via a bill message on their March invoice of an internet plan increase of $7.50 that would take effect on the April invoice. This message was also communicated to Mr. ****** via on March 20, 2025 via email.
April 2, 2025: A notice was mailed advising Mr. ****** of the past due balance, and payment of $140.07 was required by April 16, 2025, to avoid service disruption. On April 17, 2025, the service was suspended. Records show Mr. ****** spoke with our Financial Service team the same day and made a payment of $226.73, bringing the account to a zero balance and restoring services.
April 25, 2025: A new invoice was generated for the billing period of April 25 to May 24, 2025, totaling $121.81 due to a $25 reconnection fee after service disruption on April 17, 2025, for non-payment.
On
May 6, 2025 our records indicate Samantha ****** contacted our customer service
team requesting to add phone service. Orders ************ and *************
were placed to change the service from simple internet to phone and internet,
with a commitment date of May 9, 2025. On May 8, 2025, a text notification was
sent to confirm the appointment. Mr. ****** responded to our automated chat bot
to cancel the appointment, which placed the order ************* in held status.
Unfortunately, the order ************ was not held and was completed, resulting
in the account's full disconnection on May 9, 2025. I spoke with Mr. ******
yesterday, June 4, 2025, and assisted in restoring his service to its previous
state and he should see his billing return to approximately $52 per month until
June 4, 2026. I also assisted Mr. ****** with resetting his GoKinetic password
again to regain account access. Mr. ****** has my direct contact information
for any future questions or concerns.
We regret any inconvenience these matters may have caused Mr. ******. We
appreciate his business and 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: ***** ******
**** ********* LN
*****, KY *****Initial Complaint
Date:05/22/2025
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.
The phone company will not fix the phones in the Poplar bluff area have outages all the time the area is west of Poplar bluff missouri it is in string town mo.
The phones have had a issue for years.Business Response
Date: 05/30/2025
*** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ***
****** ***** ** *****
*** ****** * *******
********* **** ********
**** *******
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ****** *******.
From the filings, we understand that Mr. ******* was
inquiring about an issue related to his parent’s phone associated with account
telephone number **********.
With respect to Kinetic’s
response, I found the following noted on the account:
12/20/23 – Repair ticket ******** was opened by an agent.
The ticket was closed by a Closed
by Tier II-Kinetic
Repair Agent on 12/23/23 with this note:
test call completed to
answering machine.
Left message asking for call back if still having issues with the
phone service.
12/24/23 – Repair ticket ******** was opened by a repair
agent. The ticket closed 12/25/25 with
this note: Customer-No
Access/Cancel
07/31/24 – Repair ticket ******** was opened by an agent.
The ticket closed 8/5/25 with an
agent noting: Customer
Closed Ticket in IVR
12/18/24 – Repair ticket ******** ws opened through our
automated system. The ticket was
added to outage #
******** on 12/18/24. The ticket closed on 12/19/24 when the
outage cleared
with this note: Fuses blown on both t1 repeaters so no signal.
Replaced and
remote back up now
01/28/25 – Agent took call from Mrs. *******’s son who called
to report that the internet was not
working. Mr.
******* advised he initially checked the Go Kinetic app, which indicated
an outage in his
area. However, later the app showed that the service was online,
prompting him to
call for clarification. The agent confirmed that there was indeed an
ongoing outage
affecting services in the customer's area. The agent informed the
customer that
there was no updated commitment time for the resolution of the outage,
but assured him
that updates would be sent via text notification. The agent also
reminded the
customer about the functionalities of the Go Kinetic app, including
making payments.
04/30/25 – Care Agent took call from Mrs. ******* who
wanted to inquire about a telephone bill
credit due to a
service outage from April 4th to April 11th caused by severe storms in
Missouri. The
agent confirmed the customer's account details and applied a $17 credit
for the seven-day
outage. The agent also reminded Mrs. ******* about the Go
Kinetic app for viewing bills and making
payments. The agent offered DirecTV
streaming packages, which was declined.
05/20/25 – Repair ticket ******** was opened by a repair
agent. The ticket was closed by the
customer due to
not wanting to be charged a No Access Fee.
05/21/25 – Agent noted the account: MRS. ******* CI TDY
INQ ABT DISCOUNT FOR
PHONE BILL SAID
THAT WAS OUT OF SVS FOR 6 DAYS Credit of $17 provided
On 5/27/25, after
speaking to Mrs. *******’s son, I created repair ticket ******** which had a
commitment date of 5/28/25. I sent an email to the local area manager advising
of the complaint, provided the repair tickets and closing notes I had seen on
the account, and that this issue affectes the whole neighborhood when it
happens. The manager advised:
We had trouble on it
Friday but spent all day cleaning it up. One voice span was down, which
wouldn’t have been a
huge issue except that there were probably about 20 cable pairs with no
customers that were
shorted. This only allowed approximately 4 customers to have dial tone at a
time. NT fixed that
issue and the other voice span Friday. We still have known issues with bad
cable crossing the
river. It is a long cross country, copper span line fed section, with an old
antiquated remote.
Unless it got hit over the weekend again, it should still be up and better than
it
has been in probably
years, as far as voice goes
The repair ticket
closed 5/28/25 with the technician noting: Span line down to remote. It’s fixed
now. Called customer
I also pulled and listened
to the call Mr. ******* made to Kinetic on 5/20/25 and sent this to the agent’s
supervisor as a coaching opportunity. The supervisor sent a reply on 5/29/25
stating: sent this over to be addressed with this agent. It didn’t make sense that she wouldn’t allow
him to cancel and she should’ve transferred him to a supervisor.
I spoke to Mrs. *******
today, 5/30/25, she advised the service is currently working. I provided her and
her son my contact informations should there be further issues.
We regret the inconvenience this may have caused Mrs. *******. Kinetic appreciates her business and looks
forward to providing an optimum experience going forward.
Sincerely,
******* *****
*******
******* ********* ******** *********
************ *** ********
*** ***********************Initial Complaint
Date:05/14/2025
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 have had kinetic by Windstream internet service for a year now. I have had to place technical support tickets due to my service not working properly and disconnecting on a regular basis. I have asked for credits towards my account due to the service not working properly and they have refused. They have sent serval technicians to my home to quote fix the problem with absolutely no resolution. I would like a proper credit and repair to my service. They also have me waiting a week before they get a technician to my home.Business Response
Date: 05/27/2025
*** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ******
********* **** * ********
**** *** ********
Thank you for bringing Mr. ******’s complaint to our attention. We acknowledge
his concerns and appreciate the opportunity to address them.Mr. ****** contacted Kinetic
by Windstream on May 2, 2025, to report issues with his internet service. In
response, we dispatched a technician to his home on May 6, 2025. At Mr.
******’s request, this appointment was rescheduled to May 10, 2025, when we identified
and replaced a faulty module in his Network Interface Device (NID),
successfully restoring his service.Following the resolution of
this issue, Mr. ******’s account was credited with $50.00 on May 12, 2025, as a
gesture of goodwill and acknowledgment of the inconvenience experienced.Regarding prior service
issues reported by Mr. ****** in February 2025 and September 2024, we would
like to clarify that credits for these incidents would have needed to be
requested within 60 days of the resolution of each service issue, in accordance
with our 60-day billing dispute policy.We have provided Mr. ******
with direct contact information for further assistance. We appreciate Mr. ******’s
business and sincerely apologize for any inconvenience this matter may have
caused.Please feel free to reach
out if you have any additional questions or require further clarification.
*
**********
******* *******
******* ********* *********** **********
************ ** ********
***
****** ******
*** ********* **
********* ** *****Initial Complaint
Date:05/05/2025
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.
Father-in-law passed away on 2/28/2025 we are trying to settle estate and need Windstream to cancel his phone service as requested and rebill. on 4/30/2025 Windstream had us on the phone for 1 hr + and would not provide instructions on how to cancel and would not adjust billing. Finally they did provide and email to send a death cert - [email protected] - which is no longer viable. on 5/1/2025 We tried to reach back out to Windstrm AKA Kinetic and were hung up on multiple times after being transferred to customer care.
We have not received any billing recently. We have tried to disconnect the service (phone) and we have requested an adjustment. Each time they have dsconnected, or provided inaccurate information. The representatives have been incredibly ineffective.
We have tried to speak with supevisors but were tole none were available time and time again. Then after witing in silence for 30 min, one popped on the call "Apacia" and gave all the wrong. information. We are asking for the correct information, the billing adjusted to reflect that the person is deceased and adjust as we have been trying to get it disconnected.Business Response
Date: 05/14/2025
*** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ********
********* **** * ********
**** *** ********
This letter acknowledges
receipt of the notice regarding the complaint filed by ****** ********, as
identified above.From the filings, we
understand that the customer is inquiring about the disconnection of his
father-in-law’s account following his unfortunate passing.Regarding Kinetic’s
response, Mr. ******** contacted us on April 28, 2025, requesting the
cancellation of his father-in-law, Mr. ****** *****’s account. Upon reviewing
the call from this date, I determined that both the agent and her supervisor
provided Mr. ******** with the correct email address,
[email protected], to send the death certificate. They also
informed him that he would receive a call within 72 business hours to address
his requests concerning the account.Kinetic received an email
from Mr. ******** on May 1, 2025, sent to the [email protected]
inbox, asking for confirmation of the correct email address for sending the
death certificate. I responded to his email, confirming that he had reached the
appropriate email box. Mr. ******** attached the death certificate in a reply
to my response on May 5, 2025, and the account was promptly updated. An order
was placed to disconnect the account effective April 28, 2025, the date when
the request was initially made.Mr. ******** has been
provided with my direct contact information should he require any further
assistance.We apologize for the
inconvenience caused by this situation. Kinetic greatly appreciated Mr. *****’s
business and extends our sincerest condolences to the family. Please feel free
to contact me if you need any additional information.
**********
******* *******
******* ********* *********** **********
************ ** ********
***
****** ********
*** ****** *****
*********** ** *****Customer Answer
Date: 05/14/2025
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:05/05/2025
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.
On Oct. 28, 2024 I moved from *******, PA to *********, OH. In PA I had Windstream for my phone company for almost 50 yrs. I called Windstream before I left for Ohio to cancel my service with them. But Windstream continued to bill me until Nov. 14, 2024. When I reported this to Windstream, they said they over-charged me by $67.43 & would send a refund as a gift card. But it took until April 2025 for the gift card to arrive in OH. Unfortunately, I lost the gift card, so I called Windstream to ask for a replacement gift card. They told me to call their gift card co. at 877-871-1267. But the gift card co. said they would not issue me a new gift card unless Windstream ordered a new one. At first Windstream said they would cancel my original gift card & then issue me a new gift card. But when I called Windstream back, they said they can not do this because my account # of ********* is now closed. I do not feel this is honest to refuse me the refund that I am due. My PA address & phone # was ************ & ***** State St., *******, PA *****. I have had horrendous medical & dental bills & so really need the refund from Windstream. Can you help me?Business Response
Date: 05/15/2025
*** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* ******
********* **** *********
**** *** ********
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 replacement refund card.
With respect to Kinetic's
response, From the filings, we understand that Ms. ****** has raised concerns
regarding a replacement refund card.
With respect to
Kinetic’s response, I investigated the matter, and our records indicate that
Ms. ****** contacted Kinetic by Windstream on October 25, 2024, to request
service disconnection due to her move from Pennsylvania to Ohio. During the
call, our agent offered to transfer her service to the new address, but Ms.
****** advised that Kinetic did not service her new location. Our agent
informed Ms. ****** about the impact on her Windstream.net email address and
suggested setting up a new email service, as the email address would become inactive
after account closure. The records note that it was advised that the service
would remain active until the end of the billing period, November 14, 2024, and
details regarding the modem return process were provided.
At the time of
her interaction with our account specialist, Ms. ******’s billing cycle was
October 16 to November 15, 2024. With services disconnected on November 14,
2024, the November invoice reflected an adjustment of $7.74 for the period from
November 14 to November 15, 2024. On December 23, 2024, our records show Ms.
****** contacted our Financial Service team regarding a refund card she
received. Ms. ****** requested a refund via check, and she was advised to
contact ONBE, the entity responsible for issuing refunds for Kinetic.
On March 4,
2025, our records indicate Ms. ****** contacted our customer service team to
dispute her final billing. Ms. ****** asserted that her service should have
been disconnected on October 28, 2024, but records show closure occurred on
November 14, 2024. A manual adjustment of $67.34 was applied to her account,
and a refund request was submitted. The refund was processed on March 28, 2025,
and sent to ONBE. On April 24, 2025, records show Ms. ****** contacted Kinetic,
reporting she had received but lost the refund card and requested a
replacement. Ms. ****** was advised multiple times to contact ONBE for a
replacement card.
After receiving
this inquiry, I coordinated with our Financial Service team and ONBE to have a
replacement card mailed to Ms. ******. The replacement card is currently being
processed, and I am awaiting tracking information to provide to Ms. ******. I
spoke with her this afternoon and shared this information. I have provided my
direct contact information to Ms. ****** should she have any additional
questions or concerns.
**********
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ******* ******
*** *********
**** ***** ******* *** *** ***
********** ** *****Customer Answer
Date: 05/16/2025
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,
**** ******
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