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.
Charged us for a service we did not request or have. They would not reimburse the money they collected. Over a period of 3 months we were charged an 8 dollar fee per month for a wireless router that we did not have nor did we request. We called to question this charge and they removed it from out future bills. They refused to reimburse or credit our account the amount they billed us for this billing error. We found out about this charge which was hidden in our bill from a local ************** for our town. Over 50 people reported having the same bogus charge on their bill.
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.
Over the past year ******* has repeatedly sent bills and collections saying I owe them money. I do not. I repeatedly call them proving to them my account was left with a zero balance. This is the third time I've had to correct them as now they are reporting me to the credit bureaus.Business Response
Date: 11/08/2022
This complaint was submitted in May 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 had service and was a loyal customer for roughly 5 years. The time came when I had to sell my house and move locations. I called a week prior to my closing date of 24 sept 2021 to cancel service on or around the 20th of September I returned my equipment to the ***** ** location and was issued a written receipt, and a carbon copy was generated. At the time I inquired about the scheduled termination date. She stated I was good to go and that my account was zeroed and that nothing further was owed. I received no further bills except the one for that month showing a 0 balance. On Friday March 11 2022 I receive a collection notice from hargray for the sum of ****** for the month of December. After multiple ***** minute phone calls I failed to get through to the billing department to find out what happened and remedy the issue. I am now having to take time off from work to travel to the ***** store just to get some sort of explanation or resolution.and dispute a collection that never should of been generated. This is unacceptable. My account should have been closed on the scheduled date and all debt paid at the time of equipment returned. Due to incompetence of the Hargray customer service technicians my account remained open and I was being charged or at least this is what I think is happening. I wish the collection to be dropped, any debt that occurred after September mitigated and if any debt is owed an explanation of that debt. I also want a statement via email from Hargray stating my account has been closed once this is settled.Business Response
Date: 11/08/2022
This complaint was submitted in March 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.
Service is not what was advised, not making appointments as agreed, delivery of promised devices did not happen. About decided Mediacom, eventhough they **** too, is who we and others need to go back too.Business Response
Date: 05/11/2021
We are in receipt of complaint and reviewing.***********************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.
Constant service interruptions many technicians have attempted repairs TV's turning off loosing channels The worst TV services I have ever had. 8 months or so of service with at least 6 technician calls. Moving equipment, changing equipment in a fairly small house Yesterday a rather inept technician spent 3 hours and today the problems remain the same. TV's going off pictures freezing loosing channels Acct.# **********. Required resolution to be consistent reasonable service. After all of this I don't think it is too much to require Hargray provide me with a significant refund on the highest cost of inadequate services I have ever had to pay for.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.
Cable service to my address is deplorable. Service personnel come out and make little adjustments but the problem is never resolved. ******* Communications purchased our previous cable company in 2019. I have made various complaints about reception and channels fading in and out for the past year. I had three service visits in July but the problems persist. The issues don't happen because of bad weather they are constant.Business Response
Date: 11/01/2022
Following the receipt of ****************** complaint, our associate visited ****************** residence to confirm with them that she is not continuing to have issues. This complaint was originally submitted in 2020 and did not make it to us due to an issue with a former employee. We apologize for not seeing ****************** complaint when it was originally sent. We consider this to be resolved.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 called to discontinue my cable service and to maintain my internet. I was told that ******* does not prorate their charges for services.Our account # with Hargray is **********. I spoke with ******* @ #************ earlier today to discontinue our cable service, because the cost continues to rise. As seniors on a tight budget, I feel that public service companies should offer senior discounts.I was told by ******* that ******* does not prorate their service fees so, "we should just keep our cable until the end of the month since we would still be charged for the entire month of August." **** business practice is just wrong and unethical. I have never heard of a business that does not credit unused services.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 was lead to believe I would get internet service and even got an email confirmation and date services would be installed but it never happened.Before actually purchasing my home and during the purchase process I called about 3 times to ask if Comsouth powered by ******* would be able to service my new home, I was told yes all 3 times, and all 3 times I gave the exact same address. About a month after moving in I finally was able to call to have it installed. I called and was told what my price would be and an appointed ************* they would come to set it up. I was sent an email with this same info. On the date of installment about 1 week from when I called I took off my evening work to wait for them. I ended up calling twice that day to confirm it would be this day and then to make sure they would come since no one had shown up yet, both times I was told yes. No one ever showed. I called the following day to ask what had happened. I was told they didnt know why because someone should have shown up. They said they would find out. I called before they closed that day since I hadnt heard anything back. She said that she had informed the tech supervisor and he would call me. Never got a phone call. I call again days after but this time the 800 number. I let the person know my situation and she took my address, the same address I always gave, and she ended up telling me that they dont service my address. Why was I lead so far as to have an appointed date for service installment, miss work, and waist time in trying to find a other service because my kids do online learning. She didnt have answers and didnt seem to care. She said someone would call me to give me an explanation. Never got that call. I called again the next day and and told this new person the same info and she told me that what the person before her told me was a lie. She said she would have a manager call me. Its been 2 days since that last call and no one has called 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.
Keeping my deposit hostage for over 4 years. Terrible service I signed up for this service in November 2015. I had to pay a deposit which was supposed to be paid back within a year. To date I have not received my deposit. This companies internet service is atrocious. Half the time the internet doesn't work and if it does it's slower than anything. I can't watch streaming services because it is constantly cutting out and of poor speed. For what I pay for this I got ******* fios in ********** which was far superior to this garbage I get here. Perhaps it's because they want customers to sign up for their shoddy cable or it's because they know they have a monopoly in my area and simply do not care. I've called and the customer service is awful. This ********************** truly is a disgrace. The internet does not perform as they advertise.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.
Appointment never made/not receiving correct service I contacted a Hargray about increasing my internet speed. I spoke to a representative named ***********************. She informed me that modem couldn't handle the increased speeds, so a tech needed to be sent out. Apparently the modem is not producing the speeds that I am currently paying for either. I called Hargray the day of the appointment and found an appointment was never made or they didn't see it in there system. It would been nice if someone called or emailed about a cancellation, but they didn't see any scheduled services. If a tech can't come out they should give customers other options to limit contact, if that was an issue. Hopefully my service issue is resolved. It almost fills like fraud because I am over paying for services I haven't receive. I am disappointed with the customer service.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!
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.