Complaints
This profile includes complaints for Sparklight's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 398 total complaints in the last 3 years.
- 129 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had internet service installed by Hargray in October 2020. The technician had to connect a physical line (wire) from the box outside to our home which runs across the top of our driveway and across our entire front yard to the side of our home. We were told the line would be buried in **** business days. No one ever showed up or contacted us. After about a month (Nov 20), I called customer service and was told it would be taken care of in **** business days. Again, nothing happened. I called back in December and have attempted either a call or online chat with customer service monthly since November 2020. Every time, I'm told the same thing. Yet, another month passes and no one shows up. Based on other reviews, this seems to be a trend with this company. For us, the concern is having an exposed internet line across our property. *** just buried lines is our neighborhood so hoping it's just a matter of time until we can switch to a reputable company.
Business Response
Date: 11/08/2022
This complaint was submitted in 2021 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Started Hargray with TV/Internet Service, canceled TV service on 11/12. Dec bill indicates no credit for unused service 11/12 to 11/30.Seems illegal to be charged for TV service by two companies during the period of 11/12 to 11/30. We switched to **** 11/12 and would have also put our internet with them but internet not available in ****** Contacted Hargray today regarding being charged for services not used by them from 11/12 to 11/30 but they indicated that it is their policy to charge for entire month. Also noticed when I accessed BBB that their score is a whooping 'F'. I find this very disturbing as I feel I have no other service options as no other quality service is available to me.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Internet cable has never been buried and keeps getting damaged. Was told it would be buried but it still isn't. This has been going on for months We had someone come to our home about a month ago due to no internet. They discovered that cable was damaged between my home and neighbors home because it was never buried. They replaced the whole wire and said they would have someone come do that. It has been over a month and still the cable sits in the road, continuing to get run over and damaged because they fail to bury it. I have called a few times and they said they would check into it to no avail and I have contacted through ******** messenger again to no avail.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I closed my account in August and ******* submitted me to collections On August 2019 I went to the office and closed my account. On January 2020 I received a letter from collections agency that ******* had submitted my account to collections. I went to ************** and was told "well that's stupid why they kept billing you after it was closed" by the representative. She informed me that her store manager had to clear it and then send it to their district manager who would then clear it with collections agency. I called 3 days later ******* office in ***** and was told there's nothing they can do that it has been cleared in their side and that I have to wait. I tell her my concern of this ruining my credit and it's all because they submitted my account to collections for no valid reasons. I ask to talk to Supervisor I'm told they are in meetings and can leave my number and I'll get a call back. As of today(4 days later) I haven't received a call from Supervisor at Hargray. It's been 4 days and the collection agency keeps calling me and my husband. I talked to the collections agency and there's no notes of Hargray contacting them to clear my account. They tell me that they will submit notes to their clients of the error and to call them two weeks later. I go back to ******* and I tell the representative my problem and she tells me she will send accounting an email and hopefully this will expedite the clearance. To check back next week. Thus has been a Hargray mistake and they can ruin my credit and there's no urgency on their part to correct their error. They have me going back and forth for no wrong doing on my part. There's no accountability on their part.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have called multiple times for repair to the local switch for my internet. Internet dies after every rain and never provides more than 3Mb service.All of 2020, I have teleworked for my government office by protocol for Covid-19. i have lost internet or had greatly restricted service during and after every rain storm all year. I have lost at least two days of work because I can't do my job and had to take leave. i have called at least five times trying to get them to fix my internet. I am paying for 10Mb service and have never gotten over 3Mb. HarGray bought out ComSouth. The local technicians that know the area have all but left or been fired. They report that the local switch is beyond repair and ******* refuses to replace it. That is causing all my problems per the technicians.Each time i complain, i have been promised that management would call me personally, THEY NEVER DO. I have filed a complaint with state utilities and heard nothing. The only call i have recieved was an offer to become part of their "new VOIP beta test". that never happened either. I want a $500 credit to my bill for lost time and work of all internet related business and 10Mb service as promised by my service agreement.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm being charged a $30 re connect fee every month. It hasn't been disconnected. Before that.... I was being charged for *************** for that and an Internet reconnect fee. I've called & got disconnected. No One replies to my emails. They charged me for an equipment rental, yet I don't have any of their equipment. I'm sick of being overcharged.Business Response
Date: 11/08/2022
This complaint was submitted in 2021 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I never received install because, of boreing the road.Hargray customer service reps continued lying to me about the dates of my install. I was scheduled August 11th and received a call from dispatch saying it would take 10 to 14 days for boreing the road for my service hookup. I called customer service reps and was lied to after the 14 days about my install dates. I waited a entire day on August 21st from 8am to 3pm for a hook up after being lied too after a customer rep told me when the hook up was suppose to occur. I was lied too again on August 28th that I was scheduled for a install and waitied from 1pm to 3 pm and still no install. August 21st I was told the board was in construction and be ready by August 25th. Here it is August 28th and still no install this very ridiculous and have canceled my account and looking for a new interent provider.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled svc 07/2020 I have an account credit, they are not refunding my credit.I advised them on May 23, 2020 that I would be cancelling svc on July 7th. On 7/10 I received a bill from them which was paid on 7/21 prior to the due date. Now the account shows a $290.31 credit & they keep sending me Emails to advise that my new bill is ready.I want a full refund. Lost interest would be nice too. But at a minimum I want my credit refunded to me.Business Response
Date: 11/08/2022
This complaint was submitted in 2021 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Initial Complaint
Date:10/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Husband shut off hargray internet when he ended military service in February 2020. A year later they sent ****** to collection with no notice Husband shut off hargray internet when he ended military service in February 2020. And made a payment of ****** on feb 28, 2020. A year later they sent ****** to collection with no notice Of delinquency to the email on file or address that then had tenants in or phone call.Business Response
Date: 11/08/2022
This complaint was submitted in 2021 and was not transferred to us until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!Customer Answer
Date: 11/08/2022
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:10/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They sent a bill to a collections company that I have already paid in full.I moved from *******, ** to ********, ** for a job with the Navy. When I moved in July 2019 I paid my final bill in the *******, ** office (119 N Second St # B, *******, ** *****) in person and I was told that I did not owe anything else. On March 2020 I get a hit on my credit report from a collections company that says I owe Hargray $50. I called Hargray to correct the issue and despite my best efforts they tell me I still owe them money because they did not cut off service until September 2019. Even though I specificaly told them I was moving from the ******* residence at the end of July and the service should be cancled. I feel like Hargray is in error for not cutting off my internet service like I requested and now trying to stick me with a bill for a service I had no way of enjoying. The collections company is ***************************************. I have no issues with the collections company. The fault is with ******* alone.Business Response
Date: 11/08/2022
This complaint was submitted in 2020 and was not transferred to ** until we acquired Hargray and took over their complaints. If this is still an issue that needs to be addressed, please contact us directly. Thank you!
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