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

  
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  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:06/07/2023

  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.

  My internet has been going out intermittently for the past week. I'm also not receiving the advertised speeds provided by my ISP. A technician was supposed to come out on 6/5/2023 but I received a call that they had an outage in the area and it had been fixed. The next day my signal has been going in and out and I'm still not receiving my advertised speeds. The company is sending out another tech on 6/12/2023 to try and fix the issue.

  

  Business Response

  Date: 06/12/2023

  Following the receipt of ******************************** complaint, ************** found a problem with the line and was able to repair the issue. ******************** is now receiving the speeds that his plan calls for. We have issued a credit to the customer's account in the amount of $28.75 for the week his service was affected by the outage. We apologize for the inconvenience that this caused and appreciate ******************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 06/12/2023

  
  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:06/05/2023

  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 canceled sparklight internet and turned in the equipment. I was told they only check the box Thursday or Friday. They then tried to tell me the equipment was not there which indeed it was because when they finally went back they found it. Then they took out ****** from my account because I was paying with auto pay and then told me they would only refund half because of their fault of not getting my modem out of their box outside. This is fraudulent to charge for a service I dont have and made sure to cancel well before the next bill date.

  

  Business Response

  Date: 06/06/2023

  Following the receipt of ******************** complaint, our Manager of ************* reviewed the customer's account and discovered that she hadn't been charged for unreturned equipment. ************************** autodraft occurred on May 28th, 2023 for service between the dates of May 14th, 2023 and May 30th, 2023. Due to the Memorial Day Weekend, our offices were closed Saturday, May 27th through Monday, May 29th. Our associates were not able to check the return box for her equipment until Tuesday, May 30th. We have refunded ******************** bank account in the amount of $52.52 and have credited her account an additional $21.49 for the service between the dates of May 24th and May 30th. A voicemail message was also left for **************** explaining these details. We encourage her to give ** a call back if she has any additional questions or concerns. Thank you!

  Customer Answer

  Date: 06/07/2023

  
  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:06/02/2023

  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 were paying 115 dollar for the giga one plan with unlimited **** Mbps dl speed. Without informing customers they re shuffled thier plans and the highest one was 85 dollars. It has the same unlimited and ****Mbps as the 115 dollar plan. We were being charged an extra 30 dollars for however long the giga one plan was no longer available. I'm still being charged 128 dollars despite the fact that the plan was no longer available. The price change is only taking affect after i chatted with them and it being reflected on the next bill, not the current one.

  

  Business Response

  Date: 06/05/2023

  Following the receipt of the complaint, our **************** Manager called ************ and left a voicemail at the phone number we have on file. She let ************ know in the voicemail that while we are unable to contact each customer to let them know of our plan changes, that we are happy to give him a credit for the difference in the cost from the time we rolled out the plan on December 22, 2022 to the present date. This credit will be in the amount of $150 and ************ will be able to see the change on his June 23rd, 2023 billing statement. We encourage ************ to give ** a call back if he has any other questions or concerns. Thank you!

• Initial Complaint

  Date:05/23/2023

  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.

  Date of Cancellation - Mid March (*****). Last day in the home 3/28/23 Last bill paid 3/22 for $72.00 Credit noted on bill. I sent address change and noted cancellation.No bill received for 4/1-5/15 5/25 received a bill for service 5/16-6/15 noted that credit from prior bill $56, and billing amount $75.00 using credit and owing $19.00.Account 111506036 5/23 talked to ******************* (******* involved but not on the phone). I produced bonifides: account number, last 4 of ******** SSN, Billing information and identified myself. She talked to me for 30 minutes before telling me only ****** could close the account. Then when I put him on the phone she didn't verify anything. ******* went on about security and why they have to talk to ****** but she didn't verify either. They were hung up on what phone had been used to cancel. I can't tell you. I hit a wall when I couldn't close the account and handed it to ******. He was traveling and could have used his phone, a client's phone, his work sell or my daughter's phone. I have a checklist with a checkmark. They refused to issue the credit and couldn't verify that no service whatsoever had been used since 3/28 as they had closed the account.I would like to have this bill cleared and a credit payment issued as of May 31 ($131+). I tried emailing support.sparklight.com listed on the bill and it is an invalid address, ********************************** is undeliverable.

  

  Business Response

  Date: 05/25/2023

  Following the receipt of the complaint, our **************** Manager (CSM) spoke to ************** on May 25,2023. Our CSM was able to confirm that the last day of service was 03/30/2023 and a credit in the amount of $162.00 has been credited back to the account. Our CSM informed ************** that the refund will be sent to her via mail and will be processed by the end of next week. ****************** new address was confirmed over the phone. Feedback will be provided to the associate who originally handled ****************** call as well as their supervisor. We sincerely apologize for this mistake and appreciate ************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 05/26/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. ******* from Sparklight called me 5/25.  She was the epitome of professional,explained Sparklights policys, and apologized that somehow those werent known to the folks in customer support. She made it right and restored my good faith in Sparklight.  Ive been a customer for years and typically maintained a credit balance.  She valued that and wanted the relationship to end on a positive experience which it has.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:05/23/2023

  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.

  From June 2022 until April 2023, Sparklight refused to give us new equipment even though it was verified numerous times by them that we had an issue. They told us to call the local office, but the local office has no number and no one is ever there that can give ** new equipment. We went 3 times.Today, 5/23, we are back to terrible internet. Its not working correctly, and Sparklight again refused to do anything about it. While they begrudgingly finally replaced their faulty modem in April, its evident that its not just an equipment issue. Theyre also suddenly demanding we pay them, even though we had 25% of the internet service that was paid for for over 10 months. We have been late on our bills before, but this feels like a direct retaliation on ** OR its proof that Sparklight does not provide the service they claim to. As a matter of fact, they owe us 75% of our bill for over 10 months of faulty service that they openly admitted to on the phone on 3 different occasions, most recently with the gentleman in ***** who sent ** the new modem.

  

  Business Response

  Date: 05/25/2023

  Following the receipt of the complaint, our Manager of Field Operations discovered that ********************** has only had one trouble call in the last three years, being on April 25, 2023. ********************** is currently in soft-disconnect status due to billing related issues. Our Manager attempted to contact ********************** at both telephone numbers listed on his account. One of the numbers is no longer in service and when the other number is called, someone answers and hangs up immediately. When called back, the number just rings. Without ********************** bringing his account current and out of soft-disconnect status, there is not much we can do. We encourage ********************** to please give us a call directly so that we can work through these issues with him. Thank you!

• Initial Complaint

  Date:05/19/2023

  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.

  On November 15, 2022 I contacted ******* Communications to ********************** Bundle for installation on November 22nd.Upon finishing the call, they then sent me a confirmation email for November 29th which was not agreed to.I immediately called them back and said, this date does not work for me and they said this is the earliest we can do it I said then cancel the order as i will have to use a different service provider, they said fine.They then billed my credit card $50 for the technician service dispatch fee They did not refund that fee I issued a chargeback with amex and they got my money back.They then responded to my email requesting a refund and deleting my account - said, since you already did a chargeback we dont need to do a refund."Thank you for reaching out. Upon review, this bill is actually not a bill but the refund that is due back to you. Normally, it is refunded in check form as soon as the orders are voided but the process changed and it generated a bill so we are now able to process the refund check. However, since you have disputed the charge with Amex, I will not be able to process the refund."They then for some reason charged me $30 on an account i dont have, they did not charge my credit card I received a notice they then sent my file to the following ************************ ****************************************. and i received a demand notice from them I contacted ******* yesterday and they chose to not respond to my final request to have this resolved so i am now filing a complaint:1) I did not agree to the terms of service (amount and date of install)2) I notified them of this non-agreement immediately 3) They subsequently did confirm that I was good 4) They billed me $30 again for an account I didnt have 5) They sent my unpaid account to collections Customer#: ********** (for account I did not authorize)

  

  Business Response

  Date: 05/22/2023

  Following the receipt of ********************** complaint, our General Manager was able to confirm that ****************** never had service with ** and therefore, should not have been charged. Our collections department was contacted and the account for ****************** is being closed with the ******************* Our General Manager left a voicemail for ****************** letting him know that he will no longer owe the balance of $30 and gave him his direct phone number in case he wants to discuss the matter in more detail. We sincerely apologize for this mistake and appreciate ****************** bringing it to our attention. Thank you!

  Customer Answer

  Date: 05/23/2023

  
  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:05/14/2023

  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.

  I received a bill on May 12 for a bill of $93.72 when my previous bills have been $78.72. I called customer support on that day, and they told me that my payment went up, and that I also went over on my data. The agent I spoke with said I was notified on my last bill of the payment change. I also was told that I shouldve received an email telling of my data usage. I do paperless billing and didnt receive information on the payment change. I also did not receive an email informing me I was about to go over my data usage. I would like a payment adjust for the failure of informing me of these. They did change my account to a lower amount for upcoming bills, but I feel like its unfair for me to still have to pay a bill of $93.72 when I received no information.

  

  Business Response

  Date: 05/17/2023

  Following the receipt of ****************** complaint, our **************** Manager (CSM) called and spoke to the customer on Wednesday, May 17, 2023. ************** explained that he didn't understand why his bill was considerably higher than the month before. Our CSM pulled ****************** previous bill and informed him that it does have a notification letting the customer know of the $5 increase. ************** expressed that he was more concerned that he didn't receive a notification that he was getting close to going over his data usage. He stated that he hadn't gotten the email and that he had checked his spam/junk folder to be sure. We have waived the $10 fee for going over his data limit and have switched ************** to our unlimited data package, which will save him more money each month. Our CSM also reminded the customer that we have a local office in Altus and gave him her name in case he has any issues going forward. ************** seemed pleased with the outcome. We consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 05/17/2023

  
  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:05/11/2023

  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 got sparklight on Feb 1st of this year. There has been nothing but issues with the internet not working. We have had techs out 3 times. Never once do the adjust the bill for not being able to use our internet and TV over half the month due to outages all the time. When I spoke to customer service the time before last about why the bill is double of what I was told it would be and why am I paying so much when the services don't even work right. She told me that cable is high and to just shut it off and use apps. Well if the internet doesn't work which makes this junk TV through the fire stick they forced ** to buy and use for their services then how does this woman think that apps for TV will work? Why should I have to switch to apps when I should be getting the services we pay for. They also charged me a full bill days after it was connected but charged me almost 200 to even get their services and then 50 a piece for the fire sticks we had to go buy. Their service is junk and never works right but they never make adjustments, they never fix it, and they charge almost 400 a month for services that do not work right and never have! It is messing with my business I run from home as well as my classes.

  

  Business Response

  Date: 05/19/2023

  Following the receipt of **************' complaint, our local supervisors met with the customer on May 18, 2023. Testing was performed that confirmed that **************' laptop was outdated and was unable to maintain over 300mb download speeds. Our supervisors maintained 800mb with test equipment, wirelessly. The conclusion was made to run Cat6 to the customer's laptop and gaming device to provide a more reliable connection. ************** was satisfied with the resolution. We consider this matter to be resolved. Thank you!

• Initial Complaint

  Date:05/07/2023

  Type:Order 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.

  Two months ago ******* Communications damaged my irrigation system in my yard while installing an underground cable line. I have called them 23 times and they promise to send a contractor to locate and make the repairs. Meanwhile my landscaping is struggled without ************ I paid a company to make the repairs. Why do I have to shoulder the costs of repairing something that they damaged? Why do they promise over and over and never actually do anything. I switched to their service because of faster internet speeds. I now regret that decision due to their unprofessional business practices. I have pictures that the company I had to hire took showing the damage ******* did.

  

  Business Response

  Date: 05/08/2023

  Following the receipt of **************** complaint, our General Manager reached out to the customer. ************ asked for reimbursement for the repairs to his property in the amount of $120, which we have agreed to handle. Our General Manager is reviewing the details of this issue internally to see what took place and the reasoning for the delay in resolving the issue. Our General Manager gave ************ his phone number and email address in case he has any further issues. ************ was satisfied with the outcome at the conclusion of the call. We sincerely apologize for the inconveniece this has caused and appreciate ************ bringing it to our attention. Thank you!

  Customer Answer

  Date: 05/08/2023

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

• Initial Complaint

  Date:05/06/2023

  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.

  Sparklight changed my internet plan without my permission and is charging me extra per month. They ARE NOT to change my plan without my permission. Doing so can open them up to potential lawsuit. I suggest they change my internet IMMEDIATELY back to 200MPS where I had it before and DO NOT CHANGE IT AGAIN without my permission. They are to do this immediately, or I will take legal action. It is time for these billion dollar corporations to face steep punishments and legal penalties from consumers when they do sneaky and unlawful things behind their backs to collect more money from them. As a consumer I have rights and no company, including this one has the right to change anything without my knowledge or consent.