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:08/01/2022
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 with windstream for 24 years. There service has always been poor at best. Out of that 24 years my service has worked probably 11 of those years. This is the the last straw. My service started going out about 2 months ago. Called and of course I was told to unplug it and plugged it back in and then was scheduled a tech a month out. That month passed and then I recurved a message that the tech had come and the problem was resolved. No one came to my home that day or the days after. The tech was suppose to call within a 2 hour window to let me know he was coming. I never received a call and he never came. When I came home from work the internet was still down. I called AGAIN and was told to unplug it and plug it back in AGAIN. Of course it didn’t work. Wouldn’t you know it they set up another appointment for a tech to come out AGAIN. The appointment was set for another month out and another day I have to take off work. Everything seemed fine for 2 days and now I have no internet again. So again I call for help and guess what, he tells me that he will transfer me to the department to set up wait for it… an appointment to have another tech come out. This is ridiculous. Mind you the 2 months or more I’ve been out of service they continue sending bills and had the nerve to send a cutoff notice for a service I couldn’t use. Somebody has to do something. They actually sent me a letter stating that to continue their excellent service that they are force to raise the price of the services they offer. I received this 3 day in to a 2 month span of no service. They are laughable. Given any other option everyone I know wouldn’t use this company. They know they have the monopoly here and so they disregard their customers because they know we don’t have any other option.
Business Response
Date: 08/09/2022
****** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******* *****
********* **** * ********
**** *** ********
This letter acknowledges our receipt of the notice of the complaint (as identified
above) filed by ******* *****.
From the filings, we
understand that ******* ***** was inquiring about trouble with her Windstream
internet service.
With respect to Windstream's response, our records indicate Ms. ***** first reported her
internet service issues on June 19, 2022. A Windstream technician was
dispatched to the home on June 30, 2022, after verification through SMS messaging
on June 29, 2022, that someone would be home on this date. The technician noted
that both pairs tested good to the network interface device on the side of the
home. He noted the ticket that he was unsuccessful in contacting the customer
for inside access, so he closed the ticket as resolved. On July 5, 2022, Ms.
***** reported her internet service out again. During the time Windstream was
attempting to resolve her issue, Windstream experienced a data network operations
center outage, affecting the area in which she lives. This outage was resolved
on July 13, 2022, determining not to be the reason for Ms. *****’s service trouble,
and at which time we were able to resort back to working on Ms. *****’s individual
issue. July 21, 2022, Windstream replaced Ms. *****’s inside wiring and installed
a new phone jack. Service was confirmed to be working at this time. The ticket
was closed as resolved. July 31, 2022, Ms. ***** reported her service out again.
Windstream repaired a short in the cable and verified service was working. The
ticket was closed as resolved on August 4, 2022. A credit in the amount of $44.91
has been added to the account for the days Ms. ***** has had out of service since
her initial ticket in June. I have left 3 voicemails on************ and sent an
email to **********@GMAIL.COM with my
direct contact information if Ms. ***** has any additional questions or
concerns.
We apologize for the inconvenience
of this situation. Windstream appreciates Ms. *****’s business. Please feel free
to contact me should you need any further information.
Sincerely,
******* *******
Windstream Communications
Executive Customer Relations
866-962-7662 ID ********Customer Answer
Date: 08/17/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *****Initial Complaint
Date:07/29/2022
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 spent my entire vacation attempting to resolve the following issue.
Some weeks ago, i finally got through to customer service. I informed them that i was not able to make local calls on my landline. I was dialing correctly using area code. Every local call i made was interrupted by a recording telling me i needed to add the area code. My call was than terminated.
The service person gave me a ticket number and told me all would be fixed within 2 weeks.
I have been phoning for days now to see why this issue has yet to be resolved. All ways of communication end in customer service hanging up on me.
Please help me resolve this negligent behavior on windstream's part.Business Response
Date: 08/02/2022
****** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ***** ****
********* **** * ********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by *****
****.
From the filings, we understand that
Ms. **** was inquiring about her Windstream phone service associated with telephone
number ************ not being able to make local calls.
With respect to Windstream's response, upon
investigating, our records indicate Ms. **** contacted Windstream on July 15,
2022 to report service issues with her phone not being able to make local calls
to the ***-area code. A ticket was created and referred to our internal
testers. On July 15, 2022 our internal testers noted they were able to make a
successful call duplication from Ms. ****’s line, however, they were not able
to reach Ms. **** to confirm. The ticket was closed. After receiving this
inquiry, I contacted Ms. **** who advised she was still having issues with
calling local numbers withing the ***-area code. I created a new ticket and
escalated it to our internal testers. Our internal testers changed the voice
profile in the DSLAM which allowed Ms. **** to again make local calls. I spoke
with Ms. **** today and confirmed this issue has been resolved, however, she
mentioned when calling her daughter, the caller id was showing restricted. I contacted
our internal testers who advised they have updated the caller id information in
our systems which can take up to 72 hours to complete. I applied a $60 credit
to the account for the service issues. Ms. **** has my contact information
should she have any additional 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 should have any additional
questions or concerns.
Sincerely,
****** ******
Kinetic by Windstream
Executive Customer Relations
866-962-7662 agent ID ********Initial Complaint
Date:07/28/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had no landline phone nor reliable internet since June 7th, 2022. I called and reported it when it was initially an issue, the ticket was not created until the next day. I have since called back repeatedly each week, since it first went out. It is now July 28th and there is still no resolution. Not only does my husbands job require him to work from home sometimes, but I am a full time student, and have three children in school as well. I was issued a credit in July for the bill of June, and a credit on the August bill for the month of July. But I’m still being held responsible for part of my July bill even though I have had no service. To make matters worse they have stated it’s a statewide issue for Kentucky. My neighbors had their internet upgraded to see if that would help and the tech advised that our lines on our street are not updated for that, so they connected them to the lines on the main highway, giving them service, 31 mbs download, while I’m paying for up to 100 mbs, and not even able to register more than 6mbs download speeds. The tech advised my neighbors that Windstream is aware of the issue and that because it is such a costly repair they are trying not to repair it, instead trying to find temp fixes or workarounds that will be cheaper, and that remedying the issue is not their concern. I tried calling the corporate office and could not get anyone to answer and called the 1-800 number for Windstream for them to just give me the same information that has been given to me each time I call. The fact that Windstream is the only available internet for the street I live on makes it seem like their business practices are unfair and taking advantage of their customers that they have.Business Response
Date: 08/08/2022
****** ** ****
****** ******** ****** ** ********* ****
****** *******
***** ******** ****
****** ***** ** *****
*** ******** ******
********* **** *********
**** *** ********
This letter acknowledges our
receipt of the notice of the complaint (as identified above) filed by ********
******.
From the filings, we understand that
Ms. ****** was inquiring about her phone and internet service associated with
telephone number ************ being out of service since June 7, 2022 and when it
will be repaired.
With respect to Windstream's response, I apologize
for the delay in my response as I was out of office August 3, 4, and 5th.
Upon investigating, our records indicate Ms. ****** contacted Windstream on
June 8, 2022 to report the Windstream phone and internet service was not
working. A ticket was created and associated to a common cause outage affecting
the area. After receiving this inquiry, I contacted the local area manager to gather
more information. I was advised that the service is being impacted by cable
damaged caused by water in a manhole system. Our local area manager advised a
temporary line was attempted to restores service, however, it failed. I spoke
with Ms. ****** on July 28, 2022 to provide this information. I was advised today
August 8, 2022 that our construction team have received the materials and will
begin to make repairs as quickly as possible to restore service to our impacted
customers, however, I currently do not have and estimated completion date. I
will continue to work with Ms. ****** and provide updates as more information becomes
available.
Additionally, Ms. ****** was credited $150.65 on
July 13, 2022, for the billing period of June 16, 2022 to July 15, 2022 and $100.00
on July 27, 2022 leaving a balance of $30.12 owed. I adjusted the remainder of
the balance for the billing period of July 16, 2022 to August 15, 2022. If
needed once the service has been restored, I will adjust the billing further. Ms.
****** has my contact information, 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,
****** ******
******* ** **********
********* ******** *********
************ ***** ** ********Customer Answer
Date: 08/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******
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