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

  3201 Tower Rd Prescott, AZ 86305-3734

  
• 

  Sparklight

  319 College St Columbus, MS 39701

  
• 

  Sparklight

  2005 S Main St Roswell, NM 88203

  
• 

  Sparklight

  7501 Nita Pl NE Rio Rancho, NM 87144

  

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:06/30/2023

  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.

  We have had them for a couple of years but last 6 months it has been terrible 100 per month fixed income we call and call and you cant get an appointment until a week later We have tried multiple times

  

  Business Response

  Date: 08/07/2023

  Following the receipt of ************************ complaint, our **************** Manager reached out to ******************** on August 7, 2023 and confirmed that her channels are coming through correctly. This issue was due to several outages we had in her area. We have also applied a credit to ************************ account for the outages. We apologize for the inconvenience this caused and appreciate ******************** bringing it to our attention. Thank you!

   

   

• Initial Complaint

  Date:06/25/2023

  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 recently bought sparklight I thought the service would be good, but the router light will go from white to red completely dropping any wifi signal at random times. If they could fix the network that would be great.

  

  Business Response

  Date: 06/29/2023

  Following the receipt of the customer's complaint, a technician was sent out to the residence where a new cable was ran, the fittings were replaced, the modem was relocated, and the Eero was replaced. Following these repairs/changes, the levels were testing within satisfactory range and the customer was satisfied. We apologize for any inconvenience this caused and appreciate the issue being brought to our attention. Thank you!

  Customer Answer

  Date: 06/29/2023

  
  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:06/23/2023

  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 paid for Sparklights internet service. I took a photo of the receipt as proof of payment and charges. I just received a bill for an additional $33.62. I called their billing department to resolve the discrepancy. They admitted there was no additional services provided and that there was a mix-up, but were not willing to remove the extra fees, and they kept putting me on hold for long periods of time. I requested that they not put me on hold and deal with the issue, but they put me on hold again. I did not have time to keep talking to them and they kept stalling. So I am filing this complaint, they are either trying to scam me purposefully, or not fix the monetary discrepancy.

  

  Business Response

  Date: 06/28/2023

  Following the receipt of the complaint, our General Manager reached out to ********************** and removed the additional fees that were added to his account. We apologize for the inconvenience and appreciate the customer bringing the issue to our attention. Thank you!

• Initial Complaint

  Date:06/22/2023

  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.

  We paid in May $237 and June&#**;s bill came out and it said $521. We called H32333738**3235373135H and they said they never received May&#**;s bill. We called them and they said you only have to pay $46.68 and my wife paid it. They received it. They keep on saying these 2 months bills have not been paid. It showed that they received it. The bookkeeper at Hyvee said it went through H32333738**3235373135H. We don&#**;t know what is going on and this has happened twice to us. So someone has got it. None of my niece&#**;s bills have been missed, my wife keeps the records for her. We don&#**;t understand what is going on. Every time we call them they charge us a $10 fee to talk to someone. We have paid our bills.

  

  Business Response

  Date: 07/03/2023

  Following the receipt of the complaint, our General Manager reviewed the customer's account. On May 11, 2023, there was an outstanding balance of $520.68. $237 was paid towards that amount at a ************* location on May 12, 2023. ************* mistakenly processed a second payment of $237 on May 15, 2023 and rejected the duplicate payment once they realized their mistake. On the customer's next billing cycle, an amount of $276.34 was due. Our CSR explained to the customer's Aunt on June 21, 2023 that a payment of at least $237 needed to be made in order to prevent service being disconnected and explained the error made by *************. The fees that the customer refers to as charges for speaking with our representatives are actually fees for data overages. Currently, the customer's account has a past due balance of $409.37. Our General Manager is willing to restart the customer's service with no other fees if the balance is paid. We encourage the customer to contact us directly if they have any additional questions or concerns.

• Initial Complaint

  Date:06/15/2023

  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.

  We have been long-standing Sparklight subscribers but the service has recently been HORRIBLE and we are without Internet frequently. Currently we have been down for 5 hours today and about 3.5 yesterday and have experienced slow service sporadically over the past several months. We pay for a service that is NOT reliable by any means and we have not been offered any credits for the amount paid. It is unacceptable.

  

  Business Response

  Date: 06/19/2023

  We experienced a fiber break on June 14, 2023 that began at 5:30 p.m. and lasted until approximately 9:00 p.m. We were able to make the repairs on June 15, 2023. Our General Manager reached out to **************** this morning to schedule a trouble call to ensure that she is receiving the speeds that her plan advertises, but **************** has denied the appointment. We apologize for any inconvenience this has caused. Thank you!

  Customer Answer

  Date: 06/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although it does not really resolve the issue, checking my internet speed does not solve the issue of frequently being without service... therefore, we have decided to change carriers so that we no longer have this issue of being without service, this is why I declined their offer to come and check our internet speed, as we won't need to worry about their constant issues anymore.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/15/2023

  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 am trying to get internet to my home in town and the line for internet is running in front of my house. That was ran last year when their technician moved in next door. Previously to that sparklight told me they couldnt provide internet at my address but yet before he moves in good he has internet. I called to see about getting service now that they have run the line and they tell me it will cost **** dollars to run **** feet of cable to provide me with internet. Just wanting to know if I can get any help with this as I have never had a company charge to run internet cable to my home.

  

  Business Response

  Date: 06/19/2023

  While ************** is correct that it is just over ***** feet to get our service to them, the line in front of the address that he refers to in his complaint is not a customer service line and cannot be used as such. This line is an interconnect line. The quote of $7,800 that was given to ************** is the same amount that we charge those who are not on our plant to cover the cost of constructing and builing the plant in order to get service to them. We understand **************' frustration and apologize for any inconvenience this causes. Unfortunately, without the quoted payment, we are unable to provide service to his residence at this time.

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  Account # *********. I made a payment in the amount of $9,250.00 by mistake from my checking account. I contacted the business said they released it to a card number ending in **** but I did not make the payment from a card it was made from my bank account. I have no card. When you check the account it shows the banking account. I also contacted the bank and they informed me the money has went out and they can not do anything about it. The bill that was due was $92.50. I would like to refunded $9250.00.

  

  Business Response

  Date: 06/20/2023

  Following the receipt of ************************ complaint, our General Manager and our Lead Customer Supervisor had a conference call with ******************** and her bank on June 20, 2023. After reviewing and confirming that the funds had been released from our bank, the customer's bank confirmed that the funds had been received and that they will be posted to ************************ account by the end of this evening. We apologize for the inconvenience that this caused and appreciate the customer bringing it to our attention. Thank you!

• Initial Complaint

  Date:06/13/2023

  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.

  Sparklight **************** refuses to remove my work email address from an account that I am no longer associated with.I keep getting billing notifications in error from Sparklight for ***************************** @ Ph# ************. Acct. ending in XXXX9214.I have tried to get this issue resolved with Sparklight directly without any resolution. I have also tried to block these emails but they still keep coming through.Sparklight's policies are ridiculous. They state that only the account holder can remove email addresses and at the same time they also state the following in their billing notices:Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation.Clearly these emails are not meant for me yet they still refuse to remove my email address!I have tried to call ***************************** on this but he doesn't care and will not call Sparklight to get my email removed.I demand that Sparklight remove my work email address immediately (*******************).I consider this harrassment and spam email.

  

  Business Response

  Date: 06/14/2023

  Following the receipt of ************************** complaint, our General Manager authorized the removal of the email address in question effective today, June 14th, 2023. We sincerely apologize for the inconvenience that this has caused and appreciate ********************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 06/14/2023

  
  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,
  
  *****************************
  
   
  

  Customer Answer

  Date: 06/15/2023

  Hi, Please reopen this complaint. Sparklight did not follow through on their promise to remove my work email address (********************************) from somebody else's account. I just received another billing notification and I am appalled. Sincerely, *****************************
  

  

  Business Response

  Date: 06/16/2023

  While the email address has been removed from the account effective yesterday, any communications that were set to be sent out prior to the removal of the email address will still be sent out. We apologize for the inconvenience and the miscommunication on our end. 

• Initial Complaint

  Date:06/10/2023

  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.

  RE: Account #********* - I started new service with Sparklight May 1, 2023 prior to occupying my new home. I began with the INTERNET 25 plan because the website indicates service can be upgraded to any plan at any time. Prior to my first invoice being received, I contacted them June 2, and update to the INTERNET 300 program. This product has a monthly cost of $70 a month but starts at $39 per month for the first 3 months. When I spoke to your representative to update my plan, they were very helpful, but explained they could not give me the discounted price because that was only for new customers. I feel it is unaccommodating to not classify me as a new customer to receive the discounted rate.I then spoke to a manager in the ************ to discuss this and ask for an exception allowing getting the introductory rate as a new customer. I was told ********************** policy does not allow me to receive the introductory offer. If this had been explained to me when I was opening the account, I would have been able to make a more informed choice of programs.I was with my last internet service company for 20 years and never received this type of treatment. I would like to receive the initial program discount. I feel Sparklight is taking advantage of me by not treating me as new customer.I would have sent this complaint direct to Sparklight, but they only provide phone numbers to people that dont have the authority to assist with this issue.

  

  Business Response

  Date: 06/19/2023

  Following the receipt of ****************** complaint, we have applied a promotional rate of $39/month for six months to the customer's account. We have attempted to contact ************** twice, but his voicemail inbox is full and we are unable to leave a message. We encourage ************** to give us a call back directly if he has any further questions or concerns. Thank you!

  Customer Answer

  Date: 06/20/2023

  
  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:06/09/2023

  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 had previously used Sparklight internet service, due to constant internet issues I had to terminate my service with them after losing a job due to so many issues. When I closed my account I was informed I had a remaining balance due of about $66 dollars, which I informed I would pay when I dropped off the equipment. When I went to Sparklight in ******** ** to drop the equipment I was informed that my account was already deactivated and closed with no amount due on it, I requested to have my account double checked since I was previously told I did have a balance, but once again the employee stated that everything was cleared in my account and all I had left to do was give the equipment back which I did. After months of that encounter I am being contacted by Sparklight, they are stating that I still owe them $33 dollars with some change. I called them and tried to get it cleared since I was told I didn't have any balance but they won't clear it, they also said if debt was not paid it would be transferred over to a debt collector which would impact my credit score. I don't want anything other than the balance cleared and to not be contacted by Sparklight anymore as a resolution.

  

  Business Response

  Date: 06/14/2023

  Following the receipt of ****************' complaint, we have credited her former account in the amount of $33.76, bringing the balance to zero, and have removed the amount from collections as well. We apologize for the inconvenience this has caused and appreciate **************** bringing it to our attention. Thank you!