Complaints
This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,287 total complaints in the last 3 years.
- 339 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:03/27/2025
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.
Attempted to cancel my internet service with Windstream/Kinetic by telephone(1-*** *** ****) on 3/5/2025. Was told by customer service rep. that it had been cancelled and I would get a confirmation email at **********5@*****.com in a matter of minutes and a prepaid label to mail back their equipment within 2 weeks max.
Did not get confirmation email, so called back on 3/7/2025 and was told was not cancelled. Had another customer service rep. cancel my service and got confirmation email that it was cancelled.
As of today, 3/26/2025 still no prepaid label.
Want to be done with this incompetent/unethical company as soon as possible. Worried that they will try to charge me more for not returning equipment, etc.
Business Response
Date: 04/04/2025
***** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ******
********* **** * ********
**** *** ********
This letter confirms our receipt of the notice regarding the complaint filed by
Mr. ***** ******. We understand that Mr. ****** is disputing the timely
disconnection of his Kinetic service and the delivery of the return label for
his equipment.Regarding the disconnection
of service, our records show that Mr. ****** contacted Kinetic on March 5,
2025, to request the disconnection of his service. Kinetic bills in full
monthly increments, without proration for partial service periods when service
starts or ends in the middle of a billing cycle. Therefore, Mr. ******’s
service was initially scheduled to disconnect at the end of his billing cycle
on March 17, 2025. However, Mr. ****** reached out again on March 7, 2025, to
inquire about the status of his disconnection, and he requested that the
service be disconnected immediately. Accordingly, his service was disconnected
on March 7, 2025.Concerning the return label
for his Kinetic equipment, there is currently a longer-than-usual delay due to
Kinetic transitioning from the Lincoln, NE warehouse, which has been closed, to
the Evansville, IN warehouse. As is typical with transitions, unexpected delays
may occur. We are committed to shipping the return label as soon as our system
permits, with a target of no later than April 18, 2025, pending any unforeseen
delays. Please note that Kinetic does not charge for unreturned equipment until
30 days after the label has been scanned as delivered at the customer’s
location.We apologize for any
inconvenience this situation may have caused. Kinetic values Mr. ******’s
business. Please feel free to reach out to me if you need any further
information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
***** ******
*** *********** **
******** ** *****Customer Answer
Date: 04/04/2025
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:03/25/2025
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.
I cancelled my service with Kinetic a few days AFTER I paid my bill on 2/18/25. I cancelled service completely and no longer used the internet and told them I had a different provider. I called about two weeks later after they still didn't send me a box, and still said I owed a bill for March. I purposely cancelled after my last bill because I didn't want to be charged. They told me they'd send a box after the "billing cycle" ends which is 3/20/25. I still haven't gotten a box, still shows I owe $56 to them. I am not paying anything, I didn't use the service since 2/20/25, the modem has just been sitting. They haven't made any efforts to send a box for their equipment and I have never heard of a company waiting until the "next billing period" to close an account or send a box. I have blocked autopay on my card for this service, I want a box and I want $56.75 taken off my account. I don't owe the company any money. This wifi service was terrible.Business Response
Date: 03/31/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ****
********* **** *********
**** *** ********
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 being billed for services after
disconnecting.
With respect to Kinetic's
response, upon investigating, our records indicate that Ms. **** contacted
Kinetic on February 27, 2025, to request service disconnection after switching
to another provider. During the call, our agent assisted Ms. **** with placing
order #******** but did not provide the necessary closing information to
explain the final invoice.
At the time the
service was disconnected, Ms. **** had just started a new billing period from
February 27th to March 26, 2025. Per our terms and conditions, Kinetic by
Windstream bills in full monthly increments with no proration for services
initiated or ended during a billing period. Normally, service disconnections
are scheduled to occur 3 to 4 business days from the end of the cycle to ensure
the customer receives the services billed. Our agent scheduled the service
disconnection for March 20, 2025, but did not inform Ms. **** of the
disconnection date or final bill details.
On March 27th, a
new invoice was generated with a balance of $7.00 due to the previous unpaid
balance of $56.75 and late fees applied, making the total balance $63.82. Upon
reviewing the account, I found that the new billing period started the same day
Ms. **** called to disconnect. Due to this, I have adjusted the balance of
$63.82 in full. I spoke with Ms. **** this afternoon and provided her with this
information.
Regarding the
modem return package, when service is disconnected, a return package is
typically mailed within 2-3 weeks if a customer is renting our equipment. Since
the service was not disconnected until March 20th, the return package has not
yet been mailed. I am coordinating with our warehouse team to expedite the
return package and have advised Ms. **** that I will provide an update once I
can confirm it has been mailed. I have provided my direct contact information
should Ms. **** have any questions or concerns in the future.
We regret any
inconvenience these matters may have caused Ms. ****. We appreciate the time
her business was with us and thank her for her patience as we worked to resolve
these issues. Please feel free to contact me if you have any additional
questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: ****** ****
**** **** **
************* ** *****Customer Answer
Date: 04/14/2025
Complaint: ********
I am rejecting this response because: as of today 4/14/25 I still haven’t received a return package. It’s been over 2 weeks since this phone call and we even called again last week and were not assisted and the agent was rude.
Sincerely,
****** ****Business Response
Date: 04/22/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ****** ****
********* **** *********
**** *** ********
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 being billed for services after disconnecting.
With respect to Kinetic's response, upon investigating, our records indicate that Ms. **** contacted Kinetic on February 27, 2025, to request service disconnection after switching to another provider. During the call, our agent assisted Ms. **** with placing order #******** but did not provide the necessary closing information to explain the final invoice.
At the time the service was disconnected, Ms. **** had just started a new billing period from February 27th to March 26, 2025. Per our terms and conditions, Kinetic by Windstream bills in full monthly increments with no proration for services initiated or ended during a billing period. Normally, service disconnections are scheduled to occur 3 to 4 business days from the end of the cycle to ensure the customer receives the services billed. Our agent scheduled the service disconnection for March 20, 2025, but did not inform Ms. **** of the disconnection date or final bill details.
On March 27th, a new invoice was generated with a balance of $7.00 due to the previous unpaid balance of $56.75 and late fees applied, making the total balance $63.82. Upon reviewing the account, I found that the new billing period started the same day Ms. **** called to disconnect. Due to this, I have adjusted the balance of $63.82 in full. I spoke with Ms. **** this afternoon and provided her with this information.
Regarding the modem return package, when service is disconnected, a return package is typically mailed within 2-3 weeks if a customer is renting our equipment. Since the service was not disconnected until March 20th, the return package has not yet been mailed. I am coordinating with our warehouse team to expedite the return package and have advised Ms. **** that I will provide an update once I can confirm it has been mailed. I have provided my direct contact information should Ms. **** have any questions or concerns in the future.
We regret any inconvenience these matters may have caused Ms. ****. We appreciate the time her business was with us and thank her for her patience as we worked to resolve these issues. Please feel free to contact me if you have any additional questions or concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
********* ****
**** **** **
************* ** *****Initial Complaint
Date:03/21/2025
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.
Windstream Kenetic put a phone/internet cable across our private property without our permission to another property. The cable is on top of the ground and my 77 year old wife tripped over it. There is no easement for this. This line must be removed ASAP.Business Response
Date: 03/28/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* ******
********* **** * ********
Dear Ms. *******,
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 a temporary cable laying across
his property that he would like to be removed.With respect to Kinetic’s
response, Kinetic’s field operations management indicates Kinetic visited with Mr.
****** and relocated this cable from his property prior to receiving this
complaint. I have attempted on several occasions to reach Mr. ****** by phone
and email about his concerns with no response.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: 03/31/2025
Complaint: ********
I am rejecting this response because: The cable was removed, but not prior to my complaint. There was no apology or admittance of their laying the cable on our property without are consent. And the emails were more of an advertisement to keep me as a customer. Kinetic did not verify the ownership of the property they were laying the line across and it was not laid temporarily since they had to notify the property where the easement is, and where they moved the line to. Because it took too long for them to respond and since my lawyer visited me the next day, this matter has been turned over to him. This is why I did not respond to their emails, and I never got any phone calls. Windstream and Kinetic will be loosing me as a customer because of this incident.
Sincerely,
******* ******Initial Complaint
Date:03/19/2025
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.
I was told internet would be installed at my house on the 13th of this month. When the tech came out, I was told there was an issue with the line, and they would have to send someone else to my house. I was told that it would take about a week for a tech to come look at the issue and that it might even be the same tech that came to install my internet. When I called the support number the following day, I was told by the first support rep that it would take 30 days to get this resolved and that it will be handled by a different department. I told them I need it resolved quicker, then I was told there is nothing they can do. At one point during this conversation, I was asked by the representative if I would have rather, they lied to me, at which point I hear someone laughing in the background. I requested a transfer to a supervisor. After I was transferred to the supervisor I was told the same story. After I explained I was told it would only take around 7 days and not the 30 days they were saying, I was told there is nothing they can do. When I asked what I am supposed to do without internet in the one-month time period I was told they don't check the lines prior to installing and would have no way to know that it was not ready for the service I was sold and that it would be up to me to get internet in the interim.I pointed out that the line should have been confirmed as working prior to selling a service to someone. During this I was also told that Windstream would not cover any internet bills or buy me out of any contracts of the internet I would have to temporarily get due to being incorrectly sold an internet circuit that was not truly available to me. I even pointed out that my neighbor across the street has internet and was told yes, but it's not available to you at this time. I once again reminded the rep I was sold a service that I was originally told was available and am now being told that is not actually true.Business Response
Date: 03/27/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *******
********* **** *********
**** *** ********
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 delay in having Kinetic internet
service installed.
With respect to Kinetic's
response, upon receiving the inquiry, I reviewed Mr. *******’s service order
#********, originally scheduled for installation on March 13, 2025. Our records
indicated that the technician dispatched was unable to complete the
installation due to a light issue with the fiber, requiring referral to our
engineering team and placing the order in held status.
To gather more
information and attempt to expedite the repairs, I contacted the local area
manager and held order team. It was confirmed that repairs to the fiber had
been repaired, allowing the order to be released and scheduled for completion
on March 20, 2025. The local area manager communicated this to Mr. *******, and
I followed up with him the same afternoon.
Mr. *******
expressed frustration with the misinformation received from customer service
and the supervisor, who incorrectly advised Mr. ******* that facilities were unavailable,
and the issue could take a month to be resolved. I have coordinated with their management
to review these calls and provide coaching to prevent future occurrences.
During my call
with Mr. ******* on March 19, 2025, I assured him the first invoice would be
adjusted due to the service issues and frustration experienced. I conducted a
follow-up this morning and applied an adjustment of $71.86 to his account. I
emailed Mr. ******* with this information. Mr. ******* has my contact
information should he have any questions or concerns in the future.
We regret any
inconvenience these matters may have caused Mr. *******. We appreciate his
business 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.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
*** ******** *******
**** ******* **** **
******** ** *****Initial Complaint
Date:03/13/2025
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.
windstream/kinetic has only old copper phone lines in this area. they have refused to upgrage to fiber optic. they have no phone numbers for customer srvice! their "repair" service is contracted out to 3rd parties in panama, dominican republic, jamaica, etc. You can not get connected to windstream/kinetic customer service on theses phone mubers. (1 800 *** ****) the dsl goes out EVERY DAY, it appears that windstream may be working on the system, but no one informs the paying customers! when the system goes down, you jhave to reboot your modem. It will not come up again automatically.
windstream/kinetic should: 1 inform their customers of service outages, before the fact. 2 windstream/kinetic needs to credit the local area customers for lost service. 50% of billing for at least the last 4 months. (dec 2024, jan,feb,****h 2025)
windtream/kinetic MUST provide a customer service phone number that is NOT a 3rd party contractor.Business Response
Date: 03/21/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** **** *****
********* **** * ********
**** *** ********
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, upon investigating, our records indicate Mr. ***** contacted Kinetic
on February 27, 2025, to report connection issues with the internet service.
Our technical support team attempted to troubleshoot Mr. *****, who declined No
dispatch was created.
On ****h 9,
2025, Mr. ***** again contacted Kinetic to report connection issues with the internet.
Ticket *********** was created. It was noted that the modem was not running on
the latest firmware. Our technical support noted after updating the firmware,
the immediate issue was resolved, and the ticket was closed without dispatch.
After receiving
this complaint on ****h 13, 2025, I collaborated with the local area manager
and field operations. Reviewing the connection showed Mr. ***** to be in
service. I requested a technician dispatch to check the lines and connections.
Our technician did make corrections to the foot to broadband records and
confirmed with Mr. ***** everything was working correctly when they left. Our
technician provided Mr. ***** with his contact information should the issues
return.
I spoke with Mr.
***** on ****h 19, 2025 and he advised that currently the service appears to be
working correctly. Additionally, Mr. ***** mentioned issues with accessing his account
through our GoKinetic Portal. Reviewing, I found there were two profiles
listed. I confirmed the username Mr. ***** was using and deleted the other profile.
Mr. ***** was then able to login. Due to the service issues experienced, I applied
for an adjustment of $116.55 which covers a full month of service. Mr. *****
has my direct contact information should he have any additional questions or
concerns in the future.
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,
****** ******
******* ********* ********** **********
** ************ *** ********
*** **** *****
*** ***** ********* **
****** ** *****Initial Complaint
Date:03/13/2025
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.
serivce is canccled not in use done with no more told by them to dispose of there stuff and my balance was zero dollar but now got a bill for 27 something for no serivce i want to delate this account and i will not pay for airBusiness Response
Date: 03/13/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** **** ********
********* **** *********
**** *** ********
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 receiving a invoice showing as
balance of $27.64 owed after services were disconnected.
With respect to Kinetic's
response, Mr. ******** contacted our [email protected] email box
on February 12, 2025, to inquire about receiving an invoice showing $248.69
owed. Since I had assisted Mr. ******** previously, the email was forwarded to
me. I responded to Mr. ******** on February 17, 2025, and asked if he would
contact me directly, which he did. Upon reviewing his account that day, I found
the service had been suspended for non-payment. Mr. ******** advised he had
requested to disconnect service prior, and I was able to locate an email he
sent on November 14, 2024. However, Mr. ******** was advised that service could
not be disconnected through email, and he needed to call customer service to
complete the request. Our records do not show he did that, so the account was
never closed and continued billing. As a courtesy, I waived the $248.64 balance
in full that day and placed order *************** to disconnect his service.
Late yesterday
evening, I received an email from Mr. ******** advising that he had received a
new invoice showing $27.64 owed. Since the email was sent after hours, I
received it this morning and reviewed his account. Because Mr. ********’s
service was suspended in February for non-payment, when I adjusted the account
to zero, it triggered a reconnection fee of $25 even though the account was disconnected.
This invoice also included taxes which brought the balance to $27.64. Since the
charge was billed in error, I waived it in full and responded to Mr. ********
this morning to advise.
Lastly, when I
placed the disconnect order in February, I did not request a return package be
sent to Mr. ********. He is not required to return equipment, nor has he been
billed for it. His account stands at a zero balance again, and nothing is owed.
Mr. ******** has my direct contact information should he have any additional
questions or concerns.
We regret any
inconvenience these matters may have caused Mr. ********. We appreciated his
business 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.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
CC: **** ********
*** ******** **
******* ***** ** *****Initial Complaint
Date:03/11/2025
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've been a Windstream customer for many years. Last month, I took the security plan and have a of a time tyring to get SOMEONE in security due to an Experian message telling me someone is using my name on the dark web. I have been on the phone trying to get anyone in Kinetic to connect me with a security person, and I have not been able to. I have held on the phone at least 2 or 3 times for at least a half hour and one was 45 minutes before I hung up. I am really mad.Business Response
Date: 03/18/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ******
********* **** * ********
**** *** ********
This letter serves to acknowledge the receipt of the complaint filed by *****
******, as referenced above. Based on the documentation, we understand that Ms.
****** experienced issues while attempting to contact Kinetic regarding her
email concerns.Kinetic does not have a
dedicated security department specifically for handling email issues. When we
informed Ms. ****** of this, she became understandably upset. In response, we
offered to connect her with our Premium Technical Support and Broadband Technical
Support teams to address her concerns, but she declined. I personally reached
out to Ms. ****** on March 13, 2025, to offer further assistance, which she
also declined.Since then, Ms. ****** has
contacted Kinetic several more times regarding her email issues. Agents have
successfully communicated to her that the emails she received from Experian
about her email being used on the dark web are scam emails. We advised her to
delete these emails and avoid clicking on any links contained within them. For
added security, we recommend that Ms. ****** reset her email password every 90
days and enable multifactor authentication.We apologize for any
inconvenience this situation may have caused. Kinetic values Ms. ******'s
business and remains committed to assisting her with any concerns. Please feel
free to contact me if you require further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
CC:
***** V ******
**** ***** *****
******* ** *****Initial Complaint
Date:03/11/2025
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.
On approximately 3/6/25 I call Winstream By Kenetic to advise of an issue of intermittent business internet services. After reviewing time and running diagnostics, they advised that services were off and that a payment would be needed in order to restore. I made a payment above the minimum amount due totaling approximately $209(to include the over the phone processing fee). The agent advise payment processes and services to be restored. After hanging up, the services were NOT restored restored. I then called back about an hour or so later to advise services were’nt restored and I was told that they would automatically restore at the close of business. The next day, mid morning services still not retored, I was transferred to multiple departments and reps after either being hung up on or being told that they could not assist me without my account #, in which I never had and a payment was taken and account info was reviewed by multiple agents, I am still being advise that they cannot assist me without an account #, in which I don’t have. I’ve verified with address, phone #, ss#, Etc but not an account. When I provided this info, they were able to bring up enough info to take my money but not to talk to me about actually providing the services that I have paid for and they are robbing me by not providing internet service, nor giving me any valid reason why I don’t have internet. This is unethical business practices. And I need the issue resolved with services restored or they can refund me the money paid and I will take my business and money to their competitor.Business Response
Date: 03/20/2025
March 20, 2025
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** *** *******
********* **** * *********
Dear Ms. *******,
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 the reconnection of her service
following a non-pay disconnect.With respect to Kinetic’s
response, records indicate Ms. *******’s account was disconnected on February 28,
2025, for non-payment. She contacted Kinetic on March 6, 2025, to make her
payment. Once payment was made, Ms. ******* did receive conflicting information
about the process in which her service would be reconnected. Upon receiving Ms.
*******’s BBB complaint, Kinetic placed an order to reinstate the service and
dispatched a technician to the business on March 13, 2025, to complete the
installation. I have spoken with Ms. ******* about her concerns and confirmed
her satisfaction.We apologize for the
inconvenience of this situation. Kinetic appreciates Ms. *******’s business.
Please feel free to contact me should you need any further information.
Sincerely,
******* *******
******* ********* *********** **********
************ ** ********
***
***** **** ***** **** ******
*** * ****** *** **** *
********** ** *****Initial Complaint
Date:03/10/2025
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 have been trying to get our business # ported from Windstream to Verizon for the past 2 weeks. Windstream keeps rejecting the port requests (6 times now) for various reasons, but my attempts to actually reach someone in the port department have been blocked by Windstream Customer Service (?). We have been without a business phone for 2 weeks because Windstream cannot complete a port request.Business Response
Date: 03/19/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** *****
********* **** * ********
**** *** ********
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 the delay in porting their service
to a new provider.With respect to Kinetic’s
response, records indicate the account was ported to Verizon effective March
13, 2025. Prior to the port completing, Kinetic rejected the initial port requests
twice because the port needed to be placed as a complex port, not a simple port.
A third request was rejected due to Verizon not entering the ATN on the LSR
page of the new request. The last request received was approved. The final balance
on the account has been credited in the amount of $176.84.We apologize for the
inconvenience of this situation. Kinetic appreciates ******** *****’s business.
Please feel free to contact me should you need any further information.
**********
******* *******
******* ********* *********** **********
************ ** ********
***
******** ***** * ***
**** ***** ** ******
****** ** *****Customer Answer
Date: 03/21/2025
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:03/10/2025
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 canceled service on 12/16. My service was disconnected same day. I have received a bill each month spending up to 90 minutes each time to get it rectified. Today I have been transferred 5 times with no help at all.Business Response
Date: 03/17/2025
***** *** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** ********
********* ****
**** *** ********
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 her final billing with Kinetic.
With respect to Kinetic's
response, upon investigating, our records indicate that Ms. ******** contacted
Kinetic on December 13, 2024, to request service disconnection due to
unresolved connectivity issues with her internet service. Order #******** was
placed to disconnect service effective Monday, December 16, 2024, which was the
next business day.Our records show
that the invoice dated November 27, 2024, indicated a balance of $19.05 owed
for the billing period of 11/27/24 to 12/26/24. A payment of $10.69 was
received on 12/14/24, leaving $8.36 owed, which was received on 01/16/2025.
With this payment, the account was current and had a zero balance.On January 21,
2025, our records indicate Ms. ******** spoke with our Financial Service team
regarding the payment of $8.36 debited from her account on 01/16/25. The agent
confirmed the payment and advised Ms. ******** she had a credit balance of
$48.35, which would be refunded to her. Our agent also canceled the autopay on
the account to ensure no further payments were deducted. Unfortunately, an
error in the billing system incorrectly applied the refund as a debit instead
of credit, resulting in an invoice for $39.99.I spoke with Ms.
******** on March 11, 2025, and assured her that this error has been resolved,
and the refund should reach her soon. The account now reflects a zero balance
with nothing owed. I have provided my direct contact information to Ms.
******** should she have any additional questions or concerns.We regret any
inconvenience these matters may have caused Ms. ********. We appreciated her
business and thank her for her patience as we work to resolve these issues.
Please feel free to contact me if you have any additional questions or
concerns.
Sincerely,
****** ******
******* ********* ********** **********
** ************ *** ********
*** ******** ********
*** ********** **
** *********** ** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.