Complaints

This profile includes complaints for Kinetic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kinetic

  4005 N Rodney Parham Rd Little Rock, AR 72212-2442

  
• 

  Kinetic

  103 Hwy 49 N Byron, GA 31008-4006

  
• 

  Kinetic

  3210 Morrison Moore Pkwy E Dahlonega, GA 30533-4095

  
• 

  Kinetic

  18 E 2nd Ave Lexington, NC 27292-3306

• 

  Kinetic

  1815 Augusta Hwy Lexington, SC 29072-2203

  

The 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:02/14/2024

  Type:Billing Issues
  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.

  William **** moved into nursing home. Called 10/12/2024 to cancel phone service after receiving a bill. We forgot to pay August bill for September service so paid that August bill plus a $9.99 charge for late fee. The bill that covered from October 10-November 9th was not paid, but we do owe for 2 days. Windstream wants us to pay for October and November because they did not update their billing from the call in cancellation. All of William's assets have been liquidated to pay for a nursing home, so Windsream will never get their money that they don't deserve anyway. Trouble is that Windstream started the collection people on us after 3-4 letters to them stating our position plus phone calls.

  

  Business Response

  Date: 02/14/2024

  Please provide the Windstream account number or telephone number so we may assist with resolving this complaint. 

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  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 billing department sends bills late and doe not cash the checks in a timely manner, resulting in late fee's on bills that were paid prior to due date.

  

  Business Response

  Date: 02/19/2024

  ******** *** ****
  ****** ******** ****** ** ********* ****
  ****** *******
  ***** ******** ****
  ****** ***** ** *****
  ***          ****** * *******
  ********* **** * ********
  **** *** ********
  
  This letter acknowledges our
  receipt of the notice of the complaint (as identified above) filed by  Joanne ******* on behalf of the account under
  ****** K *******.
  
  From the filings, we understand
  that Mrs. ******* is inquiring about the Windstream billing associated with
  telephone number ************.
  
  With respect to
  Windstream's response, upon investigating, I reviewed the last 12 months of the
  Windstream billing. Our records indicate in March of 2023, the balance on the
  account was $75.67 which was due on April 12, 2023. Our records indicate this
  payment was received past due and posted to the account on April 14, 2023. This
  resulted in a late fee being applied to the April 21, 2023 invoice in the amount
  of $6.75 and made the total balance owed $81.50 due by May 12, 2023. Our
  records indicate A payment of $75.67 was received on May 9, 2023. Because the
  full balance was not paid, $5.83 carried over to the June invoice and generated
  a late fee to apply. Our records indicate that except for April of 2023, we
  have received and posted the payments to the account before the due date,
  however, the full amounts owed were not being paid which is causing a late fee
  to generate each month.

  Additionally, I
  spoke with Mrs. ******* this morning and went over this information. Our
  records indicate the December invoice was showed a balance of $124.40 owed. A
  payment of $100 was received on January 3, 2024. This left $24.40 to carry over
  to the January 22, 2024 invoice which was $102.13. This made the total balance
  owed $126.53. Our records indicate a payment of $120 was received on February 7,
  2024. This left $6.53 owed. As a courtesy, I have waived the $6.53. In
  addition, our records show a late fee of $5.56 will apply to the next invoice
  which I have adjusted as well. With the adjustment of $6.53 applied the account
  is current and there should be no carry over causing late fees to apply.

  Lastly, with Mrs.
  *******’s permission, I reviewed the services with Windstream. Changes were
  made to place the service in our Unlimited Long-Distance bundle with $15 off
  for 12 months. With this, the monthly bill should be approximately $65 per
  month. Mrs. ******* has my contact information, and I will continue to assist
  her with any questions or concerns she may have in the future.

  We regret any
  inconvenience these matters may have caused Mr. and Mrs. *******. We appreciate their 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,
  
  ****** ******
  Kinetic by Windstream
  Executive Customer Relations
  866-962-7662 agent ID ********
  
  CC:          ****** K *******
                  ***** ** ***
                  ****** ** *****

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  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 ordered new service for a home I purchased. Customer service said no problem, we will be out Tuesday to install. Wife took off work to be home. Day of install, tech texts me saying no new service can be installed in our area due to the equipment being full. Wife calls windstream to figure out what is going on and how long this may take. The customer service guy says there shouldn't be an issue and upgrades the call to a tech. Tech calls someone and gets info. Tells my wife that the building for the area is full to capacity and they are "working on the issue". Wife asks for if this is a thing that will be resolved quickly, or could be months to upgrade. Tech says they can't give an ETA. So our new home cannot access the internet, which we use for phones, work, school, and most essential functions of life like most people nowadays, until an unknown date maybe weeks maybe months down the line. And windstream never warned us this was an issue, customer service told us it would be fine and hooked up whenever we were ready. And they are the only ISP allowed in the area. And cell service in the area is spotty at best, so everyone relies on home internet for all communication needs. I am very upset that we have to do without internet for God knows how long because they cannot handle the monopoly they insist on having.

  

  Business Response

  Date: 02/20/2024

  Tell us why hereFebruary 20, 2024        
  
  Better Business Bureau of Arkansas, Inc.
  Sydney *******
  17711 Cantrell Road
  Little Rock, AR 72223
  
  Re: Andrew *****
  Complaint Case # ********
  
  Dear Ms. *******,
  
  This letter acknowledges our receipt of the notice of the complaint (as identified
  above) filed by Andrew *****.

  From the filings, we
  understand that Mr. ***** is inquiring about obtaining service at his new home
  through Kinetic by Windstream.

  With respect to Windstream's
  response, records indicate Mr. *****’ order for service was not able to
  initially be installed because the remote that services his area was being
  utilized at max capacity. Windstream was able to free some facilities for Mr.
  ***** and should be installing service for him no later than March 12, 2024,
  pending any unforeseen circumstances. I have spoken with Mr. ***** and provided
  him with my contact information if he needs any further assistance.

  We apologize for the inconvenience
  of this situation. Windstream appreciates Mr. *****’ business. Please feel free
  to contact me should you need any further information.
  
  Sincerely,
  
  Jessica *******
  Windstream Communications
  Executive Customer Relations
  ************ ** ********
  
  CC:      
  Andrew *****
  ***** ** ***** **
  ******** ** ********

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  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.

  We have been having an ongoing problem with our internet since July 2023. About every 4-5 months our internet stops working. Just this month we have reached out to them twice with no internet connection. I feel like they fixed it temporarily to make us happy and then it goes down again. I work from home and this is costing me money. When the internet is down I can't work unless I find somewhere to go that has internet. For the amount of money that I pay for internet it should work.

  

  Business Response

  Date: 02/12/2024

  ******** *** ****
  ****** ******** ****** ** ********* ****
  ****** *******
  ***** ******** ****
  ****** ***** ** *****
  ***        ***** *******
  ********* **** *********
  **** *** ********
  
  This letter acknowledges our
  receipt of the notice of the complaint (as identified above) filed by *****
  *******.
  
  From the filings, we understand
  that Ms. ******* is inquring about connectivity issues with the Windstream
  internet service and having her bill adjusted after a recent out of service.
  
  With respect to Windstream's response, upon
  investigating, our records indicate Ms. ******* contacted Windstream on January
  30, 2024 to report the internet was not working. A ticket was created, and our
  technician dispatched on January 31, 2024 and noted that Ms. ******* was part of
  a Citizens
  Broadband Radio Service (CBRS) outage affecting the fixed wireless service. Our
  technician noted they spoke with Ms. ******* and explained how the fixed
  wireless service worked and what can be done to troubleshoot the connection. Our
  technician checked the lines and connections and found no issues. I spoke with
  Ms. ******* on February 6, 2024 and confirmed the service had been restored.
  Ms. ******* expressed her displeasure and difficulties experienced when
  speaking with customer service. I apologized and advised going forward if she
  had any issues, she may contact me directly. In addition, I applied a $15
  credit for the out of service and placed Ms. ******* in newer pricing with $20
  off for 12 months. With this, Ms. ******* can expect her bill to be
  approximately $56-57 for the next year. Ms. ******* has my contact information,
  and I will continue to assist her with any questions or concerns she may have
  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 should have any
  additional questions or concerns.
  
  Sincerely,
  
  ****** ******
  ******* ** **********
  ********* ******** *********
  ************ ***** ** ********
  
  CC:       ***** *******
              **** ******* **
              ******** ***** ** *****
  

  
  

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  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.

  My area has been experiencing an outage for 3 days now and no explanation or estimate provided. I am losing money daily because of this and it is unacceptable.

  

  Business Response

  Date: 02/14/2024

  
  February 14, 2024        
  
  Better Business Bureau of Arkansas, Inc.
  Sydney *******
  17711 Cantrell Road
  Little Rock, AR 72223
  
  Re: Carson **********
  Complaint Case # ********
  
  Dear Ms. *******,
  
  This letter acknowledges our receipt of the notice of the complaint (as identified
  above) filed by Carson **********.

  From the filings, we
  understand that Mr. ********** is inquiring about an issue he experienced with
  his Windstream internet service.

  With respect to Windstream's
  response, records indicate Mr. ********** reported his service issues on February
  4, 2024. Windstream dispatched a technician to his home on February 8, 2024, at
  which time we repaired a short on the line and removed a btap. This restored
  Mr. **********’s service to proper working order. I have spoken with Mr. **********
  to confirm his satisfaction and provided him with a credit to his account in
  the amount of $10.13 for his time out of service. He has also been provided my
  contact information if he needs any further assistance.  

  We apologize for the inconvenience
  of this situation. Windstream appreciates Mr. **********’s business. Please feel
  free to contact me should you need any further information.
  
  Sincerely,
  
  Jessica *******
  Windstream Communications
  Executive Customer Relations
  ************ ** ********
  
  CC:      
  Carson **********
  *** ****** **** ***
  ******** ** *****