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 Of Sherman

  3720 Texoma Pkwy Sherman, TX 75090-1922

  
• 

  Cable One

  303 N 4th St Ponca City, OK 74601-4534

  

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:02/14/2023

  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.

  I was a customer for several years and kept a credit of several hundred dollars in my account I have been trying to get my money returned and sparklight is not returning my money

  

  Business Response

  Date: 02/27/2023

  Following the receipt of the complaint, our **************** Manager has attempted to call ******************** twice, but has only been able to leave a voicemail and we have received no return calls. We initially sent a refund check to ******************** on January 19, 2023 in the amount of $311.71. It was mailed to ************************ address that we have on file for him in ********, **. Because we have been unable to reach ********************, we have sent a request to place a stop pay on the initial check that was sent out and a new check will be reissued. We encourage the customer to give our **************** Manager a call back at the direct line she provided in her voicemail if he has any further questions or concerns. Thank you!

  Customer Answer

  Date: 02/27/2023

  
  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:02/11/2023

  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.

  Bait and switch tactics, overcharged consistently, being charged for 300 Mbps speed test consistently under 100 Mbps, supposed to be getting 20 Mbps uploads only get less than 10 Mbps. Company as to be called almost every day because internet does not work properly. Internet has consistently had problems, company does not fix problems, customer service is non existent, employees either hang up or do not answer the phone at all.

  

  Business Response

  Date: 02/21/2023

  Our **************** Manager has attempted to reach out to the customer in hopes to move up the currently scheduled work order of February 22, 2023, but has been unable to reach her and has not received a call back. The work order for February 22nd is to place a WiFi extender into the upstairs as the customer states that it is a dead spot for internet service. ************** will be out to make these changes tomorrow and we will follow up afterwards to ensure that the issue has been resolved. If **************** would like to speak to someone prior to that, we encourage her to give us a call back. Thank you!

  Customer Answer

  Date: 02/23/2023

  I am rejecting this response because not only did you not ever call, but your tech who was to show up on 2/22/2023 not did they not show up, they lied and claimed that they were there at 8am which is not true. They finally showed up today 2/23 and the person who was sent had absolutely no idea what they were doing. Problem was finally solved after TWO years.

  

  Business Response

  Date: 02/27/2023

  Per the notes from **************, the customer was not home when he arrived to complete the work order, causing it to be rescheduled to February 23, 2023. ************** placed the wifi extender into the upstairs of the residence and confirmed all levels and connections were as they should be. As a courtesy, we have posted a credit to ******************** account in the amount of $67.50 and an additonal late fee reversal of $10.00 for a total credit of $77.50. We have attempted to reach **************** on her home phone as well as her cell phone, but have been unsuccessful. We consider this issue to be resolved. 

• Initial Complaint

  Date:02/09/2023

  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.

  my spouse passed away in May of 2022. After about 10 weeks, a decision was made to pack up the house in ******, id and move to be near family. My daughters and I proceeded to attempt to cancel Sparklight cable service multiple times over the next few weeks. There was always a barrier to doing so, but it was finally accomplished at the end of October 2022. We received a bill for services even after this, which is ridiculous, especially after how many hours were spent attempting to cancel something we no longer needed in a house I no longer lived in. I recently received a collection notice. This company purposely obstructed me and my family from canceling cable and then continued to charge me after cancellation.

  

  Business Response

  Date: 02/10/2023

  Following the receipt of **************** complaint, our ************* Manager called and spoke to the customer on February 10, 2023. The necessary adjustments have been made to **************** account and he will receive a check in the amount of $64.56 for the charges he received following his cancellation. ************ was informed that he should be receiving this check in March and he was satisfied with that. We sincerely apologize for our mistake and appreciate ************ for bringing this to our attention. Thank you!

  Customer Answer

  Date: 02/10/2023

  
  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:02/08/2023

  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 pay for 250 down and 30 up, for the past 3 weeks I've been getting less than 2 upload speed and I've called several times only to be told there is an issue in the area. Well it's been almost a month where I haven't been able to use my upload speed and I've had to deal with a ton of lag. I've emailed them and reached about about a billing adjustment and it's been nearly a week since I've emailed them and nothing back yet. I pay nearly 150$ a month and can barely use my internet. I'm very frustrated.

  Customer Answer

  Date: 02/18/2023

  I would like a credit towards my account, my speeds were severely underperforming for approximately 1 entire month. 

  

  Business Response

  Date: 03/01/2023

  At the time we received ************************ complaint, we were experiencing a known area wide issue for several weeks. This issue was resolved approximately two weeks ago. Our Director of Field Operations and the local supervisor reached out to ******************** to let him know that we will be issuing him a month's worth of service credit in the amount of $129.95 today, March 1, 2023. We have also asked ******************** to let us know if he continues to experience any issues with his service in the future. We apologize for the inconvenience this issue has caused and we appreciate ******************** for reaching out to **. We consider this matter to be resolved. Thank you!

  Customer Answer

  Date: 03/01/2023

  
  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:02/06/2023

  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.

  On a monthly basis, the Sparklight bill arrives with no more than 3 days to pay the bill, some time 2 or 1 day. Completely unreasonable. If we are out of town for a week, the bill is late. Attached is this months bill, received on 2-6-23, due 2-10-23 and paid on 2-6-23. The bank payment is attached which will not get to Sparklight until 2-13-23 even though paid on the day the bill was received. Also attached is the mail delivery notice on 2-6-23 showing the Sparklight bill received in the mail on 2-6-23.

  

  Business Response

  Date: 02/15/2023

  Following the receipt of the complaint, our **************** team was able to contact **************** this morning, February 15, 2023. We have enrolled **************** in paperless billing so that he will receive his statements via email instead of physical mail. **************** is tentatively happy with the change and will contact us if his statements are still not being delivered to him in a timely manner. We apologize for the inconvenience this has caused and we appreciate the customer for bringing the issue to our attention. Thank you!

  Customer Answer

  Date: 02/15/2023

  
  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:02/05/2023

  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 having trouble with Sparklight service on and off fog at least 3 years, I have had service call after service call my house checked out good but my internet keeps going down, I have many calls in to the tech department they say its in the line and claims its fixed then the next 2 months its down, I pay my bill on time EVERY MONTH and service is getting worse.

  

  Business Response

  Date: 02/07/2023

  Following the receipt of the complaint, one of our technicians visited ******************' residence on February 6, 2022 to roll back his modem firmware. ************** followed up with ****************** the morning of February 7, 2022 and the customer stated that his services were working properly and that he would call back if he had any more issues. We will also work on moving the node that feeds ******************' area over to the full spectrum this week, which will also improve his connection. We apologize for the inconvenience this issue has caused and we appreciate ****************** for bringing it to our attention. Thank you!

• Initial Complaint

  Date:02/01/2023

  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.

  This complaint is about ***************** Sparklight is a local ******** service provider, ever since we purchased the services they have not worked correctly. I have called and let them know numerous times they have had service techs come out numerous times. They have claimed to have fixed the problem while still charging full price for the services and it still does not work correctly the ******** cuts out constantly on and off theyre higher than anyone in the area on services. The company is seems to be completely unorganized, (I called and gave them a new card number at one point in time to put on file and the person didnt save the information correctly and they tried to charge me late charges the next month). There charges are completely unfair and I believe this is taking advantage of customers. I would never complain about a business because I do understand a lot goes into it but if youre providing a service for customers and you are not doing it properly and its not a functioning service which you were overcharging for, I believe this is very unethical and should be illegal because at that point youre not providing what you say you should be. Whatever the cause of the problem is needs to be fixed by the company before they can continue to charge people for the full service.

  

  Business Response

  Date: 02/09/2023

  Following the receipt of the complaint, our Manager of Field Operations called and left a message with **************** on February 2, 2023. When **************** received the message, a service call was later scheduled for February 6, 2023. Our Advanced Technician visited ******************** residence and located noise that was affecting the downstream coming from another address on an adjacent port on the same tap as ********************. The noise issue was corrected and **************** informed the technician that her services were working properly following the repair. Our Technical Operations Manager called to follow up with **************** on February 8, 2023 to verify that her services were still working properly. A message was left on the customer's voicemail. We made another attempts later that day and had to leave another voicemail where **************** was instructed to call us back if her services were not funtioning at a satisfactory level. We apologize for the inconvenience and appreciate **************** bringing this to our attention. Thank you!

• Initial Complaint

  Date:01/29/2023

  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 sat without service off and on from thanksgiving to the first pf 2023 maybe later. I called over 7 times, was supposed to habe 4 technicians scheduled at diff times to come out. Had several call backs that were supposed to happen. And nothing no call backs. No technicans showed up. I am billed for 1 gb a sec downloads but only get 600 or so. That is fine but your e.pmoyees never showing up when my service is down, or never calling back like they said they wpuld to confirm the tech came out. Or when i called to complain and the ********* was gonna call me back after getting all the info.... 20 days ago..... sparklightis a joke and you owe me for services not rendered for part of november, all of december, and part of january.You charge how much for late fees You charge so much for disconnects...Who charges you for failure to do your job..... Because your team has failed really hard here.

  

  Business Response

  Date: 02/02/2023

  Following the receipt of Mr. ******* complaint, our General Manager researched the trouble calls on Mr. ******* account dating back to December 12, 2022. The first truck roll was scheduled for December 20, 2022, but unfortunately was never assigned to a technician. The following two truck rolls were cancelled for various reasons, including no answer at the customer's door (January 2, 2023). When Mr. ***** spoke with one of our CSR's via chat on January 12, 2023, requesting a credit to his account, our CSR missed the request and did not follow up with the customer. Training has since been provided to the **** Our ********************* Representative has issued a credit to Mr. ******* account for two months of service, totaling $220.10. We sincerely apologize for the miscommunication and mistakes made on our end and we appreciate Mr. ***** for bringing this to our attention. 

  Customer Answer

  Date: 02/05/2023

  Thanks for acknowledging that you messed up but wow that's a lot of mistakes in communication on your end. I accept the refund in service. The tech that came by the other day "****" did an awesome job and resolved the issue with my line, he called and showed up when he said he would and checked everything out. Crazy it took me so many times of calling, that guy deserves a raise but shame on the rest of your company. 

  This does not excuse a continuous lack of communication over and over again by so many people in your org.

  I reject your response strictly because that is just not acceptable means of doing business. There is nothing else to conclude here besides customer rejects response but doesn't see any additional steps being needed.

  

  Business Response

  Date: 02/06/2023

  We have acknowledged the mistakes that were made on our end and appreciate that they were brought to our attention. We will continue to provide the proper training in order to prevent these same mistakes from happening in the future. Thank you!

• Initial Complaint

  Date:01/27/2023

  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 have repeatedly asked Sparklight to fix issues with internet service. It constantly goes out and I have to restart modem over and over, reset over and over, wait hours over and over, spend hours on hold with support over and over.No matter how many times I complain to business. This keeps happening. I havent even had service a full 90 days or just over. Im so worn out I tell them to file a complaint but the woke customer service has no clue how or just unwilling and dont take their job serious.This company is the the worst internet provider I have had and the highest price for unreliable internet.The customer service is also liars they say. We see activity on the account then two seconds later they say well we couldn't see activity after all just say that to keep putting you on hold to waste time.Fix the internet !!!!!!!! Its a new subdivison shoiuld not be this many problrms with this horrible tech. I had cable internet with @home in 90's that was 1000x's more reliable than this garbage.Uploaded screenshot od call 15 minutes no one its 3rd time at the 20 minute **** it keeps saying sorry, goodbye.......wth!!!!!!!

• Initial Complaint

  Date:01/23/2023

  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.

  Needed better internet connection so called and switched to Sparklight on 1-13-23 in the afternoon. Paid little over $85. No connection was being detected so called in to tech support. Couldn't get anything and realized we had no cable strung from the pole to the cable box. Scheduled for Wednesday 1-18-23 between 11 and 5. They called at **** to say the tech would arrive by ****. **** my daughter to preschool but my wife was home at ****. Home by ****. Never showed up. Called and was told tech had been there at ****. Didn't knock, ring the doorbell or leave a hanger. Dogs didn't bark or anything. After 4 calls in to support to inquire I was berated by a supervisor in billing named *****, laughed at by others, hung up on, and was finally able to file a complaint and reschedule to Monday 1-23-23. Was directly put in the notes to ring door **** and knock loudly and they would call ahead to verify. No call came in and at 930am let the cat out and there was a hanger on the door from 830am that they missed us again! No knock, didn't ring doorbell, dogs didn't bark and no verification call. Called in. Was told they would email the store to send the tech back between then and 7pm! I needed to wait by the door for them! Asked about the money I was already charged for no service and was told all well! I work swing shift and gone by 4. My money is gone, my time is being wasted and this company is a disaster. Please help.

  

  Business Response

  Date: 02/13/2023

  ************************ contacted us on January 13, 2023 to set up services at his address. The customer was to complete a self install, but when he called to give our representative the *** address for the modem, there were issues that were preventing the install. A technician was scheduled to go out to the residence on January 18, 2023 to set up service. When the technician arrived, there was no answer at the door, so the work order was rescheduled to January 23, 2023. The technician went to the residence again on January 23rd and was still unable to get an answer at the door. The technician left a tag at the door to let ************************ know that he had been there. When ************************ called in and stated that no one had been to his home, he was given notes that the technician had made regarding his attempt to contact the customer at the door as well as a description of the home and the vehicles at the residence. ************************ asked that the technician return to his home that same day to complete the call and requested that the technician knock harder at the door as well as to ring the doorbell. The technician returned to the residence that evening and was able to hang a new drop cable from the pole to the home and ran a new outlet into the living room for the modem. We apologize for any miscommunication. We consider this issue to be resolved. Thank you!

  Customer Answer

  Date: 02/13/2023

  I do not consider this issue resolved. Sparklight never even reached out with an apology for such lousy service on their end, but they were very quick to rebill  me. Had I not been persistent in getting the tech back, the odds of my service being installed now are very slim. Their customer service is a disgrace and their techs don't knock. Just walk up and walk away. Several days we're wasted sitting around waiting on them or on the phone trying to figure out where they were and what was going on. You don't expect to be belittled by a supervisor either. This whole experience with sparklight has been terrible at best.

  

  Business Response

  Date: 02/17/2023

  We apologize for the poor experience ************************ had during the scheduled installation window. Our intention is to provide a positive customer experience.  We did expedite the return trip after the second missed appointment, arriving the same day in the evening.  We have credited Mr *********** account $45.00 for a truck roll and $9.95 for the activation fee,totaling a credit of $54.95.