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:05/01/2025
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.
Charges after cancellation on 4-29. They are charging through 5-16-25.
Business Response
Date: 05/01/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** *****
********* **** *********
**** *** ********
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 final billing with Kinetic by
Windstream.
With respect to Kinetic's response, upon
investigation, our records indicate Mr. ***** contacted Kinetic on April 29,
2025, to request service disconnection due to rising costs in his billing.
Kinetic by Windstream notified customers via their March invoice that,
effective with the April billing, the cost of internet service would increase
by $7.50, causing Mr. *****’ billing to rise from $89.84 to $97.34. Our agent
offered to reduce the billing to match his new provider and provide two months
free, but the offer was declined. During the call, our agent explained the
billing cycle, provided the order confirmation number ***************, and
shared information about the modem return label that would be mailed to him.
The agent clarified that the final invoice of $97.34 was due by May 9, 2025,
covering the billing period from April 16 to May 15, 2025. Mr. ***** expressed
his displeasure that the billing wouldn't be prorated.
Kinetic by Windstream bills in full monthly
increments with no proration if services are initiated or ended during a
billing period, as outlined in our terms and conditions online. Disconnections
are typically placed for three business days from the end of the period to
ensure customers receive services billed. I spoke with Mr. ***** this morning
and provided this information. As a courtesy, I made a manual adjustment of
$50.85 to his account for the remaining 16 days of his billing period and
modified the disconnection order to close the account effective today, May 1,
2025. I’ve provided Mr. ***** with my contact information should he have any
additional questions or concerns.
We regret any inconvenience these matters may have
caused Mr. *****. We appreciate his business with us and thank him for his
patience as we work to resolve these issues. Please feel free to contact me if
you have any additional questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ***** *****
*** **** ****** **
********* ** *****Initial Complaint
Date:05/01/2025
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 discontinued service with Kinetic by Windstream in January of 2024. Windstream was told to send an envelope to my new address so I could return their equipment. I never received the envelope. In late 2024 I received a notification from a collections agency saying I owed $100 for unreturned equipment. I called Windstream and had them send an envelope to my new address (as I’d requested almost a year prior). I received the envelope 2 weeks later and returned the equipment. Now, 4-5 months later, I’m receiving collections calls again for equipment I’ve already returned. I’ve disputed this with the collection agency and they are disputing windstream on my behalf.Business Response
Date: 05/09/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ****
********* **** *********
**** *** ********
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 being billed for non-returned
equipment.
With respect to Kinetic's
response, upon reviewing, our records indicate that Mr. ****'s account at 315
Larry Stephens Way, Gray, GA 31032, was disconnected on March 18, 2024. At the
time the service was disconnected, a modem return package was requested,
typically taking 2-3 weeks from the time the account closed to process and ship
from our warehouse. Records indicate the return package was ordered on April 2,
2024, and shipped via FedEx, but it never made it to its destination.
By July 12,
2024, when the return label wasn’t scanned back into our warehouse, the $100
non-returned equipment fee was applied to the account, and an invoice was
generated on August 13, 2024, to show the $100 owed. On October 17, 2024, when
no payment was received, the $100 was written off and sent to collections.
Our records
indicate Mr. **** contacted Kinetic on December 11, 2024, and a request for a
new label was submitted. The label was processed on December 19, 2024, shipped
on December 20, and received by Mr. **** on December 30, 2024. Our records show
it was mailed back by January 27, 2025, and has been returned.
After reviewing
this information, I collaborated with our Financial Service management to
request the written-off balance be recalled from collections on May 5, 2025,
which has been completed. The account is now at a zero balance, and nothing is
owed. I spoke with Mr. **** the same day and provided this information to him.
Mr. **** has my contact information should he have any additional questions or
concerns.
We regret any
inconvenience these matters may have caused Mr. ****. We appreciated his
business with us and 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.
**********
****** ******
******* ********* ********** **********
** ************ *** ********
*** ***** ****
*** ***** ******** ***
***** ** *****Initial Complaint
Date:04/28/2025
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 been without wifi for for 5 days but have been having issues with it turning on and off for 3 months and every time I submit a ticket to get it fixed they cancel it without showing uo to fix the issue.Business Response
Date: 05/07/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *********
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ****** *********.From the filings, we
understand that Mr. ********* is inquiring about issues he experienced with his
Kinetic internet service.With respect to Kinetic’s
response, records indicate Mr. ********* reported his service troubles on April
25, 2025, and a technician was dispatched to his home on May 1, 2025, at which
time the service was restored. We have not received any further reports of
service trouble since this date. I am waiting on a response from Mr. *********
to confirm his satisfaction with his service. He 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.
**********
******* *******
******* ********* *********** **********
************ ** ********
***
****** *********
*** ********* **
********* ** *****Initial Complaint
Date:04/25/2025
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.
This is the second BBB complaint with in four month against Kinetic by Windstream for me. We have an account issue that can not be resolved because of kinetic account practices.
We had internet set up back in December 2024. We have never received a bill for this account. This week we receive an email and text message that our account is suspended due to non payment.
I talked on the phone for over an hour today and no one can help because we are stuck in a business practice loop.
No one will talk to us or transfer to a supervisor unless we can verify the account with the account number. The Account number is on the bill that we have never received so we do not know the account number. They keep telling us to look for the bill but we have never received one.
I finally found an agent on the phone who would at least talk to us. We found out that kinetic has been sending the bill to the wrong address. The agent tried to place an order to have the billing address updated to the correct PO BOX address. The system will not place the order because the account is suspended. She transferred me to the financial line to pay the bill and make the account not suspended however those people will not talk to me until the PO BOX is updated or if I have account number.
Please contact me ASAP. ************Business Response
Date: 05/02/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** *******
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by ***** *******.From the filings, we
understand that Mr. ******* is inquiring about issues obtaining access to his
Kinetic account due to billing errors.With respect to Kinetic’s
response, records indicate the account in question belonging to Shiloh United
Methodist Church was set up using the church’s physical address for billing instead
of the church’s PO Box address. This prevented the church from receiving their
bills and making proper payments. This error has been corrected. The account
now shows the PO Box as the correct billing address. All late fees assessed
since January have been waived. The account has been pulled from suspension and
placed on a suspend-hold for 30 days to allow the church time to pay the
balance due. I spoke with Mr. ******* on May 2, 2025, to discuss the updates to
the account. I also assisted in getting the Go Kinetic portal set up for both
of the church’s accounts, so that they have immediate access to manage their
accounts, view and pay their bills, update payment options and account
contacts, and much more. Additionally, while speaking with Mr. *******, we
discovered that both of the church accounts experienced a price increase this
month. The customer service credits applied to the accounts for the first
24-months do not protect the accounts from price increases like promotional
credits do. I have updated the customer service credits to offset the price
increase. Both accounts are back at the quoted pricing. Mr. ******* has been
provided my contact information and given permission to share with other authorized
church faculty if they need any additional assistance.We apologize for the
inconvenience of this situation. Kinetic appreciates Mr. ******* and Shiloh
United Methodist Church’s business. Please feel free to contact me should you
need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
***
****** ****** ********* ******
** *** ***
******* ****** ** *****Initial Complaint
Date:04/24/2025
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 already paid Kinetic by Windstream to install internet in my new home. They were supposed to show up on April 21st 2025 and never showed up. I work from home and without the service I have no way to work or contact emergency services if needed for my children. Had I known they would not come and hook my services up I would have never moved so quickly. I contacted customer service who was no help.Business Response
Date: 05/02/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** *****
********* **** *********
**** *** ********
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 the installation of her Kinetic by
Windstream service.
With respect to Kinetic's response, upon
investigation, our records indicate that Ms. ***** contacted Kinetic by
Windstream on April 17, 2025, to request service for her home. Order ****** was
placed for the first available appointment of April 21, 2025. On April 19,
2025, a confirmation text was sent to Ms. ***** at 11:38 AM to ask her to
confirm her appointment. At 5 PM, a second text was sent as confirmation had
not been received. At 7 PM, a third text was sent advising that since
confirmation had not been received, the order was placed on hold and to please
contact our customer service team to reschedule the appointment. At 10:56 PM,
our records indicate we received a response from Ms. *****; however, the order
had already been placed on hold.
Our records show that Ms. ***** spoke with our
customer service team on April 21, 2025, where the agent provided this
information to her. The agent assisted with releasing the order for April 23,
2025, which was the next available appointment date. Our technician dispatched
on April 23, 2025, and completed the installation of service.
After receiving this inquiry on April 25, 2025, I
reviewed Ms. *****’s order information and found it had been completed on April
23, 2025. I attempted to contact her to confirm installation but was not able
to reach her by phone and left a voicemail with my contact information. I made
a second attempt to reach her on April 29th but again was not able to reach her
and sent her an email with the above information.
In addition, while reviewing her account and
billing, I found a discrepancy in which Ms. ***** had been billed twice for our
Kinetic Secure package. New customers receive this service free for the first
three months and have the option to continue the service at $14.99 or cancel it
before the end of the promotion period. I found that there were two charges for
the service, but only one adjustment to offset the fee. I adjusted $14.99 to
credit to the account for the billing error and adjusted $20 as a courtesy due
to the inconvenience and frustration caused.
As of today, I have not received a response to the
voicemails left or email sent to Ms. *****. Our records indicate that her
service is fully trained with good rates and margins, and the modem is online
with devices connected. I have provided my direct contact information on
voicemails and the email sent should Ms. ***** have any questions or concerns
in the future.
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 have any additional
questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ****** *****
*** ****** ******* **
******** ** *****Initial Complaint
Date:04/23/2025
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.
After many issues with my landline phone service, my caller ID has not been functioning since August 2024. I had made a complaint about this issue while calling for my service being interrupted, but they did not submit a ticket on this for my account.
I called again today to have them fix it as I was sick and tired of answering scam calls, and they advised me I was paying for this service the entire time. I asked them how much caller ID costs, they said $7.99 to $8.99 monthly depending on the area, and this service is included in my $50.00 unlimited plan.
When I asked them if I would be credited for the amount paid for a service I was not receiving, they advised they were unable to do so at all.
I would like credited back to August 2024 for caller ID charges included in my monthly bill.Business Response
Date: 05/01/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* *******
********* **** * ********
**** *** ********
This letter acknowledges receipt of the complaint filed by ******* *******
regarding Caller ID issues since August 2024. According to our records, Mr.
******* reported problems with his landline service on August 21, 2024. Kinetic
dispatched a technician to his home on August 22, 2024, and determined the
issues were caused by an area-wide outage. Mr. ******* was notified via SMS,
and the outage was resolved on August 29, 2024. Additional troubleshooting was
scheduled for August 31, 2024, but Mr. ******* requested to reschedule to
September 6, 2024. On September 5, 2024, he confirmed via SMS that the issue
was resolved, and the ticket was canceled. A $137.47 adjustment was applied to
his account to compensate for the service trouble.On December 11, 2024, Mr.
******* contacted Kinetic again, reporting that his Kinetic and Dish services
were not functioning. It was determined that his service was suspended due to
non-payment. Service was restored on December 12, 2024, upon receipt of payment.
During this time, there was no further contact from Mr. ******* regarding his
landline service.On April 21, 2025, Mr.
******* reported issues with his Caller ID. Kinetic support promptly performed the
necessary troubleshooting and restored the Caller ID to proper working order
the same day. Upon review, Mr. ******* was informed that the Caller ID feature
is included in his Unlimited Phone package at no additional charge, so no
credit could be applied for this specific issue alone. Nonetheless, Kinetic
provided a $19.41 courtesy adjustment on his April 24, 2025, invoice.As outlined in Kinetic’s
online terms and conditions, customers must review bills in a timely manner. To
dispute a bill, customers must comply with the Dispute Resolution provisions in
Section 3 and submit their dispute in writing within sixty (60) days after the
bill's date. Customers are required to pay any undisputed portion while the
dispute is under investigation. Charges not disputed within sixty (60) days are
considered accepted and must be paid. A complete list of these terms and
conditions is available at www.windstream.com/about/legal/kinetic-online-terms.We apologize for any
inconvenience and appreciate Mr. *******’s business. Please feel free to
contact me should you need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
******* *******
**** ***** **
******** ** *****Customer Answer
Date: 05/02/2025
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:04/23/2025
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've been paying for highspeed Internet since approximately 2017/18 but to this day I've never received the actual speed I was supposed to be getting and the customer service department and service techs have never communicated easily. A couple of years ago I experienced a total loss of service for the first time and after giving it a couple of days to sort itself out I contacted customer service and that began a multiple day cycle of repeatedly going through the same troubleshooting steps over and over before they finally decided to send out a repair tech and that took an extended amount of time (unsure of exact amount but approximately a week or so) and once the tech arrived he informed me that they had a company wide service update and that what turned out to be common knowledge within the company that the actual equipment I was renting for them wasn't capable of handling the update and thousands upon thousands of their customers had the same issue yet they chose to have me jumping through hoops when they knew all along it was going to be a useless effort.Business Response
Date: 05/02/2025
*** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* *******
********* **** *********
**** *** ********
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 connectivity issues with his
Kinetic internet service.
With respect to Kinetic's response, our records indicate that Mr.
******* contacted Kinetic on January 20, 2025, to report slow speeds with his
internet service. Despite a modem reset and connection rebuild, a ticket was
created for dispatch on January 21 which was rescheduled to January 24th due to access issues related to Mr. *******'s dogs and health.
A February 7 ticket addressed an area outage due to equipment issues at
the DSLAM. The outage was resolved with a card reset the same day. On April 20,
2025, Mr. ******* reported he was still experiencing slow speeds. The test on
April 22 confirmed correct ONT power and connections, but issues with slow
speeds and connectivity persisted. The ticket was scheduled for dispatch on May
5, 2025. After receiving this complaint, I worked with our local area management
and field operation to have the ticket escalated for May 1st. I attempted to contact Mr. ******* and left a
voicemail advising him of the expedited appointment. Following yesterday, I
found out Mr. ******* requested it be moved back to May 5th.
Testing to Mr. *******’s modem shows him to be in service and fully trained
with good rates and margins. Mr. ******* is subscribed to the up to 100MB range
speed with Kinetic. With this range speed, he should receive speeds between 73MB
up to 125MB. Mr. *******'s connection is fully trained, receiving 77.95MB
download by 15.66MB upload with 4 devices connected. Speeds and performance may
vary due numerous factors including, the number of other users attempting to
use or using the Wi-Fi at the same time, customer’s computer or wireless
devices, quantity and quality of content being downloaded or uploaded, Wi-Fi
receiving antenna, and the distance between the device and the modem.
Connecting several wireless devices to a network at once can reduce available
bandwidth, and impact speed, for each individual device
Lastly, I have made several attempts to contact Mr. *******, leaving
messages with my contact information. Our technician is scheduled for May 5,
2025, and I will continue my efforts to reach him and assist with trying to
resolve these issues.
The 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.
**********
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ******* *******
*** ******* **
*** ****** ** *****Initial Complaint
Date:04/11/2025
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 have a line down that is property of kinetic. AT&T and xfinity and the power company all came out and wouldn’t fix it because it wasn’t there’s they said it belonged to mccloud and windstream bought out mccloud and Kinectic supplies windstream with their internet. They won’t come out and fix it and sent an email saying they don’t service in Illinois but when you go to their website they supply to us. The line was the previous owners purchase of either their internet or their cable. I have been trying to get them to come out and fix this line that’s hanging like 1 ft from our yard and could hurt someone if live and it’s also on my property so I would be held liable if someone got hurt. We can’t mow under it and will get fined that way too so I need for this line to be taken down from that company. I called them and waiting on the phone multiple times for hours and they told me the first time to wait and someone will come out to fix it but they don’t know when and than another time saying that they will come out and fix it that day and no one showed up and I have messages from their website for customer support saying the problem and they said they would get to it soon and someone would call me and I haven’t got a call back. I have called the city of Decatur for them to come get it fixed and they told us to call you guys. AT&T confirmed the line that’s down is from kinetic. I just need for them to come out and take this line out of my yard. I am not a customer of theirs and they kept asking me for my account number but would do nothing since I’m not a paying customer and it was the previous owners line. Please help me get something done about their line that’s hanging in my yard thank you very muchBusiness Response
Date: 04/18/2025
Good
afternoon,
This
is regarding Consumer Complaint #********. Windstream received notice of a downed
cable on the complainant’s property. We had a Service Technician dispatched to
the area on 4/16/25, who re-hung the cable.
I
contacted the complainant to advise, and she confirmed it did get fixed.
Please let us know if you
need additional information from Windstream to consider the complaint resolved.
Sincerely,
**** ****
WindstreamInitial Complaint
Date:04/04/2025
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.
After they continued to increase the monthly fee, I decided to cancel the service subscription. As Kinetic (Windstream) did not want to accept my return of the model/router, which I had paid for with usage fees over two years at their retail store or services center, they told me that they would send a return box for the modem/router. However, they never did. And all of a sudden, they are charging me through a collection agency! I am not paying for their inconvenience. I am also filing a complaint against the collection agency for not confirming whether the creditor's charge is legitimate or not.Business Response
Date: 04/18/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ********* *****
********* **** * ********
**** *** ********
This letter confirms our receipt of the notice regarding the complaint filed by
********* *****. Based on the documentation, Mr. ***** is inquiring about a
$100.00 non-return fee charged for Kinetic equipment.Regarding Kinetic’s
response, our records show that Mr. ***** contacted Kinetic on January 11,
2024, to request the cancellation of his service. During this call, he was
informed that a return label would be sent to his physical address on file, and
that if the modem was not returned within 30 days of receiving the label, a
$100.00 non-return fee might be charged. Our records indicate that a return
label was ordered and shipped via FedEx on January 12, 2024, using tracking
number ********************. Since Kinetic did not receive the modem back
within the 30-day window, a $100.00 non-return fee was applied to Mr. *****’s
June 17, 2024, invoice. This invoice, along with the July and August 2024
invoices, was sent to the billing address we had on file, notifying him of the
balance due. Kinetic has no record of any contact from Mr. ***** to inquire
about or dispute this balance. After not receiving payment, the balance was
transferred to Credit Solutions LLC in September 2024. Credit Solutions
attempted to contact Mr. ***** through February 2025 without success, at which
point the debt was assigned to Receivables Performance Management, which also
tried to contact Mr. ***** in March, again without success.Due to FedEx’s policy,
tracking details are purged approximately three months after shipment and can
no longer be accessed. As a courtesy to Mr. *****, Kinetic has recalled the
debt from collections and credited the balance on his account, relieving him of
any responsibility for this debt.Please note, Kinetic has no
record of any contact from Mr. ***** after his initial call on January 11,
2024. We attempted to reach Mr. ***** regarding his complaint but did not
receive a response.We apologize for any
inconvenience this situation may have caused. Kinetic values Mr. *****’s
business. Please feel free to contact me if you require any further
information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
***
********* *****
**** ********* ***
********* ** *****Initial Complaint
Date:04/01/2025
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.
Intermittent service issues continue to create SIGNIFICANT problems for their service. I work from home, and having to deal with no Internet for DAYS while they fix an issue that they caused is UNACCEPTABLE. I am requesting a service credit from Windstream for ONE MONTH of service charges, as I shall do (and as I shall encourage others to do) every time they are unable to provide the service they've been hired to provide and are unable to mitigate the issue within a few business hours of creating it.Business Response
Date: 04/09/2025
***** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** *********** ******
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as
identified above) filed by *********** ******.From the filings, we
understand that Mr. ******g is inquiring about issues he experienced with his
Kinetic internet service and requesting credit to his bill for his time without
service.With respect to Kinetic’s
response, records indicate Mr. ****** reported his internet service issue on
March 31, 2025, and Kinetic dispatched a technician to his location on April 2,
2025, with service being restored on the same day. Kinetic credits internet service based on the customer’s daily rate multiplied
by the number of days without service. A credit of $9.12 has been applied to Mr.
******’s account. We recommend that customers who work from home have a
contingency plan, as we cannot guarantee uninterrupted, error-free service or
specific speeds. Mr. ****** has been advised via email of this update, as well
as provided with my direct contact information, as I have not been successful
at reaching him by phone.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:
*********** ******
*** ****** **
******* ****** **
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