Complaints

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

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  Sparklight

  210 E Earll Dr Phoenix, AZ 85012-2626

  
• 

  Sparklight

  313 N Williamson Ave Winslow, AZ 86047-3722

  
• 

  Sparklight

  1341 E Thornton Rd Show Low, AZ 85901-3829

  
• 

  Sparklight

  100 N Victory Rd Norfolk, NE 68701-6800

  
• 

  Sparklight

  401 Baylor St Texarkana, TX 75501-3270

  

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:12/15/2023

  Type:Service or Repair Issues
  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.

  This is just a sales organization and they subcontract their service. The problem is every time I call for service I cant talk to anyone just a voice mail that says there is a problem in my area that they are working on. None of my neighbors have issues, just me for over a month. The internet on my phone is faster than theirs, it barely works and they dont fix it. I feel like they are stealing from me for the past month when my internet speed has been 1/10 of what it used to be. Horrible company, no field service and no customer service. **********

  

  Business Response

  Date: 12/21/2023

  Following the receipt of the complaint, one of our technicians was sent to the customer's residence. The customer was having issues with the *** at the time that they called in with service issues. ************** upgraded the modem and installed Eero. The customer was also given our contact information in case they have any further issues. We apologize for the inconvenience these issues caused and appreciate the customer for bringing it to our attention. Thank you! 

  Customer Answer

  Date: 12/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. They came and installed new router with a separate WiFi device. It is faster and we haven't had any issues since, Th person on the phone and the the technician were very helpful and resolved our issues.  I consider this issue taken care of and closed.
  Regards,
  
  ***** Kat
  
   
  

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  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.

  - Cancelled Service August 2022 (account paid up to date)
  - Recieved Bill January 2022
  - Reached out for resolution., was told they would get back to me
  -reached out several times trying to figure out what was going on.
  - December 2023- recieved bill for over $2,000 for unpaid balance
  they never stopped my services and now want me to pay for all the balance that happened after i cancelled my services.
  - Attempted to talk to reprasentative on their online chat. Rep read my messages and left chat. then came back in, typed nothing and left again.

  

  Business Response

  Date: 12/08/2023

  Following the receipt of Mr. P****s complaint, our Call Center Manager ran a historical data report that shows usage for the former customer's account up to the date of 08/29/2022. We have credited back the balance which accrued following that date leaving Mr. P*** with a balance of $436.85. We have also removed the modem from the account so that he will not be charged for that. We apologize for the inconvenience this has caused and appreciate Mr. P*** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 12/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Timothy P***
  
  
  
   
  

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  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 moved and when I did I disconnected service turned in modem was told would be zero balance, never got a final bill then it showed up on my credit report. Called in sparklight automated system even said zero balance, agent agreed should be adjusted but manager had to do because it was past 60 days. Manager was supposed to callback 24 to 72 hours , never got call. Called back in talked to 3 agents 1 said talk to local office Called got transferred to very rude agent saying she would not credit
  Still waiting for manager callback, it's not about money I have never had a bad bill , this is nuts they sent to collections, especially when i was told I had zero balance by person and automated system.

  

  Business Response

  Date: 12/08/2023

  Following the receipt of Mr. M*****'s complaint, our Customer Service Manager reached out to the former customer to discuss the issue. Mr. M***** had tried to get ahold of us several times regarding the collections issue. As a result, we have removed the write off balance and brought the balance on his account to zero. We sincerely apologize for the inconvenience that this has caused and appreciate Mr. M***** for bringing it to our attention. Thank you!

  Customer Answer

  Date: 12/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Rd M*****
  
  
  
   
  

• Initial Complaint

  Date:11/28/2023

  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.

  Sparklight charged a 75 year old woman a $100 fee to cancel internet even after 9 years of being a customer because I had already moved to ******* into assisted living and don't have a car to take the 9 year old modem to mail it back to them. A 9 year old modem that they know for a fact they won't rent to a new customer. This is how they treat senior citizens who have been good customers for 9 years. You are a disgrace.

  

  Business Response

  Date: 12/04/2023

  At the time that ********************** was moving to *******, a male called in and our agent offered to check to see whether we had service in the area the customer was moving to. When she discovered that we do not service that area, she explained to the caller that the equipment needed to be mailed in or returned to the ***** office. The caller asked what would happen if the equipment was not returned and the agent advised that there would be a $100 charge. The caller became angry and began using very inappropriate and threatening language towards the agent. After calling our agent a derogatory name, he hung up on her. Our annual notice to our customers advises that equipment provided by Sparklight must be returned within seven days of disconnect. It also advises that failure to return the equipment will result in charges being applied to the account.  Thank you!

• Initial Complaint

  Date:11/25/2023

  Type:Customer Service Issues
  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.

  -Signed up & started **************** due to no other options in my area. Paln started 10/13/23 -Signed for a 3 month 1/2 price welcome service for 300 MG=$44.01 total monthly @ 1/2 price -Got a bill for 93.23 11/23 & called to fix it -No 1/2 price was on record, I was scammed. To date 11/25/23 I have paid a total of $145 total not + $54 I paid today-. -They made me pay a deposit of $109.37 Today I have lost all this money in 1 month of service with this scamming company.

  

  Business Response

  Date: 12/04/2023

  Following the receipt of ***************************** complaint, our **************** Manager attempted to contact the customer twice, but was unable to reach her. A detailed message was left on her voicemail. The issue ****************** speaks of in her complaint was resolved on November 28, 2023. ****************** was placed on the Internet 300 plan instead of the 18 month promotional plan. A credit in the amount of $80.00 has been made to the customer's account and her monthly rate has gone from $93.34 to $53.29. We apologize for the inconvenience that our mistake caused and appreciate ****************** for bringing it to our attention. Thank you! 

  Customer Answer

  Date: 12/06/2023

  I was given a credit back yes, But the amount I was promised total including everything of $***** is not being honored. I now have to pay abot $55 monthy not *****. This company are taking advantage of being the only provider in my area until xfinity complete the job for my area. You lied to me, tricked me and are not offering me what was promised. I will accept this for now and pray that Xfinity hurry up and get service out here. 

  

  Business Response

  Date: 12/11/2023

  We have attempted multiple times to contact ******************, but have been unable to reach her. The $44.01 that ****************** states she was told that she would be charged is the cost without the equipment. As a result of the miscommunication, we have given ****************** an additional $37.50 credit  to her account which equals the three months of equipment charges. This brings the customer's charges to $44.01 for the first three months. Following the first three months, her cost going forward will be $53.29. We apologize for any miscommunication on our end and consider this matter to be resolved. Thank you!

  Customer Answer

  Date: 12/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/24/2023

  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.

  I am writing to express profound concern over the sharing of my nonpublic information with the three bureaus and the subsequent inaccurate data furnished on my credit report. This situation has caused immense financial and emotional distress, which is exacerbated by the violation of my privacy rights under 15 USC **** Section 602.According to 15 USC **** Section 604 A Section 2, a consumer reporting agency cannot furnish an account without my explicit written instructions, yet inaccurate information has been provided without my consent. Moreover, under 15 USC **** B, a creditor cannot deem any payment on a credit card account as late for any purpose.This disregard for legal statutes has not only impacted my financial standing but has also led to unwarranted stress. I urge immediate rectification of the inaccuracies on my credit report and a cessation of unauthorized sharing of my information with ***********.

  

  Business Response

  Date: 11/29/2023

  Following the receipt of *********************** complaint, we researched our systems and were unable to find any records. We also checked our collection agency database and could not find any results there either. ******************* will need to dispute these charges directly with the credit bureaus. We apologize for the inconvenience. Thank you!

• Initial Complaint

  Date:11/24/2023

  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 moved out of the old place and called them in December to disconnect. I made arrangements for the modem to be picked up. They never did pick it up. I called two times about it and finally I called and said that I would bring it in so that I wouldn't be charged. I delivered the modem and was told at the office everything was fine and nothing owed. Now I get a collection notice for ***** dollars!! This is very wrong! I wasn't even living in the place and didn't have service AND I HAD CALLED THEM TELLING THEM TO PICK UP THE *** AND THEY NEVER DID!! NOW I AM SUPPOSED TO PAY FOR SOMETHING I DIDN'T HAVE???????????????????????????

  

  Business Response

  Date: 11/29/2023

  Following the receipt of ******************** complaint, it was discovered that the account had not been disconnected when the modem was received and the former customer continued to be charged until April of 2023 when the amount was charged off and sent to collections. We have credited $60.90 to the account today in order to remedy the issue. We sincerely apologize for our mistake and appreciate **************** bringing it to our attention. Thank you!

• Initial Complaint

  Date:11/24/2023

  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 have been on the *** program for the last 2 years. I live in a rural area where wireless interest is only provided by 2 companies. Im a single mom who is trying to get a college degree in Nursing and have a son in high school so the internet is very much needed at this time. When I moved here my bill was 47 dollars a month after $30 dollar fcc assistance discount. I started noticing my bill increase more and more with extra charges for over data limit use but when viewing my bill it is never been more than the allotted amounts for the package I purchase. When I called customer service to disconnect or discuss my problem they provided me with a plan with more data at a higher cost with a 10 dollars loyal customer discount. My bill is more than what it was before and using less data but being charged more money. I dont have many options on internet service in this area and I feel its being used as an advantage to over charge. Ive provided 5 bills because when I go to the customer portal it will not allow me to download anymore further back. At this point they are charging me 85 dollars a months and take off 30 dollars for the fcc assistance but I end up still paying almost 60 dollars. For the last 3 months Ive been unable to pay it but *** got caught back up. Before that I made all payments on time. I work and go to school while being a single mom trying to better my life and to do this we need internet for school. Im drowning and having to decide what gets paid to continue with progression toward a better future. My bill is due in a couple days and Im just not sure what move to make because the bill states if I pay the bill I agree with the charges but I do not agree and contacting customer services is not helpful.

  

  Business Response

  Date: 11/29/2023

  Our General Manager spoke to ****************** regarding the charges on her account. They discussed the prices and packages currently available. ****************** decided that the *** service plan would best fit her needs. Our customer service associate has updated ********************** plan effective November 28, 2023. We apologize for any inconvenience ****************** experienced and appreciate her reaching out to us regarding this issue. Thank you!

• Initial Complaint

  Date:11/22/2023

  Type:Product 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 issues at hand here is that the company, ******** communications, had their tech abandon their property at my place of residence after he saw a single rogue cockroach and said that by there even being one that the router was " damaged " and resulted in me receiving a bill for $130 before taxes for hardware that this tech decided he wanted to abandon. under ******** state law, as he was a representative and licensed agent of the company at that time, I SHOULD NOT have received a bill period as this scenario qualifies as asset abandonment by authorized rep.

  

  Business Response

  Date: 12/08/2023

  Following the receipt of ************************** complaint, our General Manager called ********************** and let him know that we have dismissed the $141.70 charge for the modem. ********************** seemed please with the outcome. Thank you!

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  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've had Sparklight internet for 3.5 years. There was no cable when I moved here, Sparklight installed everything new. My internet has never worked right and I've always paid for what I am not getting. Sparklight has never been able to fix it, no matter how many techs come to work on it. Still another tech came recently and installed all new underground cable from the box to the top of the pole and replaced a unit on top of the pole, then checked everything inside and out. I got internet for two days before it quit again. No one knows how to fix my internet.

  

  Business Response

  Date: 11/15/2023

  Following the receipt of ****************' complaint, one of our technicians visited the customer's residence on November 15, 2023. While at the residence, a 4pak feeding the neighborhood and a tap at the home were replaced. Following these repairs, all signals were testing within acceptable range. ************** attempted to contact the customer prior to leaving the residence this morning, but was unable to reach him. We encourage **************** to give us a call directly if he is having any further issues. We apologize for the inconvenience this caused and appreciate the customer for bringing it to our attention. Thank you!

  Customer Answer

  Date: 11/16/2023

   As I write this it is Nov 15, 2023 and no one from Sparklight was at my residence today, nor did anyone try to contact me. Sparklight saying they did is wrong. I was home. A Sparkllight tech did come here a few weeks ago and replaced cable among other things, but it did not fix my internet problem again. This problem has been ongoing for 3.5 years, and internet has failed so many times in those years it's impossible to count. There is another Sparklight tech scheduled to come tomorrow for the same problem because, according to Sparklight's ************, their remains a problem with my internet. So they scheduled another appointment for Nov 16th, not the 15th. I am a disabled veteran and my wife is a 100% disabled veteran, and we need a stable internet connection. The only resolution I want is for Sparklight to do what is necessary to fix my internet.

  

  Business Response

  Date: 11/22/2023

  One of our technicians visited ****************' residence this morning to run tests to verify his speed levels. Following the tests, it was determined that the customer may need to replace his modem. ************** left a test modem with **************** to verify whether it is the modem that is causing the issues. We will follow up with **************** to see if his speeds improve with this change and will go from there. Thank you!

  Customer Answer

  Date: 12/02/2023

   A Sparklight technician left a new modem with me to see if that would fix the issue of my speed drastically dropping (300 to 400 mbps drop) every day. The new modem has not fixed the issue. I corresponded with the same technician on 11/30/2023 and he said that he would get with his boss and they would send technicians into my neighborhood on 12/1/2023 to try to find and fix the problem. I heard nothing from Sparklight on 12/1/2023. I appreciate Sparklight working on this problem, and I will wait to see if *************.

  

  Business Response

  Date: 02/01/2024

  Our Supervisor of Field Operations spoke to **************** this morning and was informed that his services have been working fine since we last spoke with him in November. He stated that he is totally satisfied with his service at this time. Thank you!

  

  Business Response

  Date: 02/13/2024

  We followed up with the customer following his rebuttal and he stated that his service was working fine. Please let me know what more you need from us in order to close out this complaint. Thank you!

  Customer Answer

  Date: 02/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************