Complaints
This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,291 total complaints in the last 3 years.
- 343 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:06/03/2025
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.
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,
***** ****** 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,
******* *******
******* ********* *********** **********
************ ** ********
***
****** ******
** *** ****
****** ** *****
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