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Business Profile

Internet Services

Sail Internet Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:03/03/2023

    Type:Order Issues
    Status:
    Answered
    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.
    In January 2022 I sign a contract with Sail Internet to become a relay home. In April 2023 sail Internet discontinued their service to the community where I live. In the process, they have broken provisions of our initial contract. First, they only gave 30 days' notice of discontinuation of service when the contract states that they must give 90 days. Secondly, the contract states that they will restore my property to its condition immediately prior to such damage. Now they are telling me I must take the time to find outside contractors to do the work and submit quotes to them.The service has already been discontinued so that provision of the contract will remain broken so I ask for monetary damages in the amount I will agree to.As far as the damage to my property I ask that they promptly hire and pay licensed contractors to complete the work and restore my property to the condition it was in prior to them installing and later removing their equipment.

    Business Response

    Date: 05/04/2023

    Dear BBB,

    We had a similar complaint submitted to the *** but they closed it out.  I informed them that ****** had provided FALSE and MISINFORMED information.  I am telling you the very same.

    1. The contract states that if we can't give them enough time (notice), we can pay them out.  To which we already have, and he has confirmed to have received it.

    2. We repaired his home already.  In fact, work was done BEFORE he submitted a claim to you.  This is a waste of all our time as this customer openly deceives and misinforms both you, the ***.

    3. I suggest that if he believes we breached a contract that he gets a lawyer and not bother the fine people at the BBB.

    4. I can provide receipts to the work we did to repair his home.  This was done back at the beginning of April 2023.

    Have a good day.  Again I must stress that the *** has solved our case as we were able to discredit all of ******'s FALSE claims.

    Thank you very much for your time - have a good weekend.

    *********************

    Technical Support Manager

    Sail Internet

    Customer Answer

    Date: 05/16/2023

     
    Complaint: 19535302

    I am rejecting this response because:

    I am not the one providing false information.  Nowhere in the contract does it say that they can end the contract prematurely and pay them out.

    The work on the home has been done but they hired non licensed workers to do some of the work that under State law requires a contractors license.  The work was not completed.  **** is incorrect in stating that the work was done before the complaint was submitted to the BBB.

    To my knowledge, they have not been vindicated by the *** as my understanding is that the complaint remains active.

    *********************, from Sail Internet, thinks that defaming me is going to resolve our issues, the way to resolve our issues is to abide by the contract we both signed.

    Business Response

    Date: 05/19/2023

    We reject ******* false claims and misinterpretation of the contract.

    Customer Answer

    Date: 05/19/2023

     
    Complaint: 19535302

    I am rejecting this response because:  Sail Internet has no interest in settling this issue.  They clearly breached our contract but have no intention of negotiating a reasonable solution to their breach.  **** keeps saying that I am providing false information, but he hasn't provided even one example.  Is it not true that you broke ********** law by hiring non licensed workers to fix a plumbing issue?  Show me a receipt from a licensed plumber and I will drop this complaint.  Is it not true that you ended the contract with a 30-day notice when a 90-day notice is required?  Show me the provision in our contract that says that you can "buy out the contract", and I will drop this complaint.

    The way **** and Sail Internet is trying to avoid taking responsibility for their actions is probably a good indicator as to why they failed to establish their business in San Diego County.


    Sincerely,

    *****************************

Sail Internet Inc is NOT a BBB Accredited Business.

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