Complaints

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:09/25/2023

  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.

  I was charged on 9/9/23 as usual for my monthly bill and can see on my credit card statement that it went through as normal no problem. As of 9/25/23 Ive been charged again for the same amount and being told the original charge was not paid. Again I can see it was paid as well as know that the account is on autopay. Now the company has billed me twice and claims I owe them over $200 as well. Seeing as how its auto pay Ive never been late to pay them

  Business Response

  Date: 09/27/2023

  On September 25, 2023, Shastabeam had a glitch in our billing software. Our system in error sent an invoice to ******************************* and debited her financial institute for the invoiced amount. Shastabeam immediately notified the customer of the error upon discovering the software glitch the morning of September 25, 2023, and immediately reversed the invoiced charge with ********************* financial institute.
  After the refund had been issued our billing department notified ******************************* that the charges had been reversed and that if she did not see that reflect on her online banking to contact her financial institute.
  This issue has been resolved. 

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because: while they may have notified me of the incident and claim there was a refund I was actually charge again for a second time the same day. Now my account has nearly $240 in false charges
  

  Business Response

  Date: 10/12/2023

  Regarding:  *******************************
  
  The billing department was in communication with ******************************* and reversed the charges immediately after discovering the error. Shastabeam staff explained to the customer that the voided charges at the time of the incident showed as pending as well as the initial charge and that is why she may be seeing two pending charges with her financial institution-the void can show as an additional pending charge. Shastabeam staff contacted our financial institution and was told that ******************************* could contact her financial institution to release the pending charge. According to our processor it was her financial institution holding the transaction in limbo. We have already submitted the refund to her financial institute on September 25, 2023.
  
  Please see the customers invoice and well as her billing record with Shastabeam.
  
  This issue was resolved, and **** received a refund for the accidental charge.  We also gave her an additional credit for the inconvenience and frustration this caused. Please see the attached invoice and billing history showing charges and credits to *********************************** Shastabeam account.  
  
  If you have any other question please let me know.
  
  Sincerely,
  *********************; 

  Customer Answer

  Date: 10/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  Paid for 30mbps. Received way less everyday. Never has it been 30 mbps. Told me if I left a review they would cancel my contract.

  Business Response

  Date: 09/19/2022

  Tell us why here...Customers Statement of the Problem: Paid for 30mbps. Received way less everyday. Never has it been 30 mbps. Told me if I left a review they would cancel my contract. 
  Shastabeams Response:  
  Shastabeam does not offer contracts on any of our service packages. All services provided by Shastabeam are month to month. On June 18, 2021, Shastabeams internet service was installed at this customers home. The customer had ordered the Diamond Package *up to 20MB (please refer to the packages on our website www.Shastabeam.com or see the screenshot pdf document attached) 
  At the time the service was installed the customer signed *********************** work order agreeing to the terms and conditions of the service (please see the attached terms and conditions signed by the customer).  
  The customer agreed to item #3 listed on the terms and conditions, see below.  
  Data **************** speeds on SHASTABEAM services are delivered on a Best Effort basis. We do not guarantee the speed of the service. Due to the nature of Radio Frequency (RF) technologies used to deliver internet, the service is susceptible to interferences outside the control of Shastabeam. All advertised speed agreements are on an up to basis. Due to the nature of wireless internet services, Shastabeam utilizes unlicensed frequencies to deliver service to customers. Unlicensed wireless is susceptible to interference from outside sources.  
  On February 4, 2022, the customer contacted ********************** and requested to upgrade their service to the up to 30MB Platinum Package.  
  Since June 18, 2021, the customer has had 4 technical support tickets, all have been resolved.  
  Shastabeam does not guarantee the speed of the service packages offered. The customer that filed this complaint agreed to this at the time of installation. Shastabeam did not lock this customer into a contract. This customer can cancel the service at any time.  
  Shastabeam does not have a record of this customers request to cancel. If the Customer wishes to cancel the service, they must contact Shastabeam to cancel the account.  
  
  
  Sincerely,
  
  
  *********************;
  Sales Manager 
  
  

• Initial Complaint

  Date:07/21/2022

  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.

  Shasta Beam has been committing fraudulent activity by charging customers, such as myself higher prices without warning their customers. The staff admits they have all information on file regarding contact with me, but there was no notification of a $70 raise for monthly payments for internet services. The company then informs me that they made the decision to change my account because they felt it was best for them to charge more. In this case, this feels like it would be considered fraudulent to make changes to ones monthly contract without notifying the customer of these changes. There has never been a mailed letter or an email regarding the increase and many customers within the neighborhood have the same complaint. My monthly payment per the plan selected was $99/month. The company raised the amount to $169.95 without sending me any information or notification of changes, then when they were confronted, they were rude, aggressive and threatened to shut off my services if I didn't approve of the changes. What is a customer to do when they continue to make changes that go against the customers contract?

  Business Response

  Date: 08/31/2022

  Re Claim #: ******** *********************; 

  Customer service started on June ************************* service package they had was at a monthly charge of $189.95.  In October of 2021, customers changed packages to the $99.00 monthly plan.  In December of 2021 Shastabeam notified all customers on the $99.00 monthly plan via email that the plan would no longer be available effective 2/1/2022.  Email is on file. The new plan that replaced the $99.00 monthly plan was $169.95 per month.   

  At the end of December 2021 Shastabeam sent a Price Increase letter to all customers notifying them that prices would increase on 2/1/2022.  Shastabeam has noted that the customer called into the office on March 7, 2022, and notified our staff that she would probably be canceling due to the price increase.  The customer continued to pay monthly until her payment declined in June. The customer was called by ********************** staff for payment at that time and left them a message stating payment had been declined and that they needed to call in with a new payment method. 

  On July 20, 2022, Shastabeam received a call from the customer. She let our billing department know that her credit card on file had been canceled by her bank due to fraudulent activity. She was calling to let us know that she received a new card in the mail and wanted to bring her account current. This customer had an outstanding balance of $339.90.  Detailed notes of every call are kept on the customer's account. 

  The customer disputed the two months of non-payment. She insisted that her credit card was charged in the month of June and that she only owed it for July. This is False.  Shastabeam records show NO payment in June.  The customer stated that she would look through her bank account records and call us back.  

  On July 26, 2022, the customer cancelled her account. She agreed to pay her outstanding balance if we would prorate her July invoice. Shastabeam waved the late fees and attempted to charge the credit card provided by the customer that filed this claim. The card declined. 

  The customer has been paying the new increased monthly fee of $169.95 since February of 2022 until the past few months that her credit card was compromised. 

  Shastabeam does not have contracts on our service packages. All Internet packages are month to month without any cancelation fees. 

  A refund cannot be issued due to payment never being received by the customer. The Customer has an outstanding balance. The customer account has been cancelled.  

  In addition, Shastabeam Terms and Conditions that the customer signed, customer is responsible to return the equipment to Shastabeam or incur a $399.00 equipment charge.  This customer has not returned the equipment and will be sent to collections for the equipment charge as well as the unpaid services that Shastabeam delivered but did not get paid for.  

  
  

  
  

  
  

  
  

  
  

  4352 **************.

  *******, ** 96003

  ********************************* 

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

  www.ShastaBeam.com

  Customer Answer

  Date: 09/01/2022

  I am rejecting this response because: On **** 4, 2021, the Customer did accept the internet services with Shasta Beam for work-related needs at home, and they arrived to install a roof-mounted dish at the price of $199.00, with the monthly service fee of $189.95 It is agreed upon, that the customer did change to a lower monthly service fee of $99.00 in October 2021, as work-related needs were not being completed from the customer's home and that price range was more fitting for my personal needs. On March 7, 2022, it was recognized that a larger sum of money was taken from the customers bank account, and then noticed that the same charge was also made in February 2022, so Shasta Beam was contacted regarding the matter, and they claimed that an email was sent out explaining the changes, yet NO email was ever provided to the customer. So, the staff checked on the customer's account during that phone call, and it was mentioned that she did not have my correct email, that she expressed it was added to our system incorrectly. The staff asked the customer to please provide them with more demographic details to be sure they had everything else right, but it was the email on file they admitted they inputted wrong. So, an email was NEVER received regarding the charges. The customer informed the staff that the charges were not within the price range, hence why it was changed back in October 2021 for $99.00. That staff member said, we did send an email at the end of December notifying all customers of a price increase. The customer responded, I didnt receive that email though, so how was I supposed to know that a price increase was taking place, why not send a letter like most companies do, including an email. The staff at Shasta Beam replied, because we dont send letters, and we only had one letter missing from your email. The customer asks, then resend me the email, now that you have made the corrections to my file because I cannot keep the service and will have to cancel as of next month if this rate continues. (of course, that email was also never sent). The customer also asked the staff member why the service rates were increased, and the response provided we felt that here at Shasta Beam, we needed to do what is best for the company by charging more per customer. The customer expressed that no company could charge anyone those prices without providing adequate details, and evidence and was given authorization from that customer to proceed with increased prices. 
  Since, that previous phone call with Shasta Beam staff, the customer has been in and out of the hospital and between medical appointments and had not checked the banking fees and proceeded with life without hearing from Shasta Beam until a voicemail was left on the customers phone on July 6, 2022, that they were unable to charge the current months fees and needed an updated card on file to continue service. The customer returned a phone call to **********************, being informed that the balance was in the amount of $379.90. To the customers shock and surprise, the amount was an astonishing blow to what they were expecting and didnt understand how that could be, as Shasta Beam has never attempted to reach out to the customer regarding late charges, current charges, or the change of this price increase because the customer has NEVER received an email or letter regarding a missing payment for the month of July, nor a phone call (until July 6, 2022). On July 20, 2022, another phone call was made to Shasta Beam and a conversation began with a staff member, she began to be very rude, and spoke to me in a sharp tone, and had to tell her that she was being out of line and her behavior was unacceptable. During that conversation trying to understand what is going on, the staff summed up the issue by telling the customer, Either you pay today, or we shut you off. The customer replied, by asking for an invoice or details of the problem so I can better understand what happened and asked the staff how they missed an autopay if the company is claiming they need the payment for **** also. The staff responded that they dont know what happened, but it was the customers responsibility that they didnt receive payment, as it appears there was a glitch in their system and there were multiple customers that were missed for the autopay during that month. The staff pressed that a card is placed on file, and I said no, not unless a form of an invoice, letter, or email shows proof of those services are being rendered by Shasta Beam, I dont feel comfortable providing a card over the phone. So, the staff said, fine, we will just turn off your services and so it began, as of that day, the internet was turned off by Shasta Beam. 
  On July 20, 2022, another phone call was made back to Shasta Beam, but this time it was to leave a message for management regarding the issue and hope for more civil discourse, rather than having to deal with the most aggressive, hateful, and discriminative staff that they have working in the office. On July 26, 2022, a manager from Shasta Beam wanted to discuss matters, and it ended up with an agreement from both parties on the phone regarding the equipment and a form of payment. At that time of the call, it was noted that the customer to please return the equipment, and since the services ended on July 20, 2022, the amount for the month of July was honored at retro pay in the number of monthly service fees of $99.00/month unless they can provide ALL invoices, statements and/or receipts per the services provided by Shasta Beam that charges show differently. The customer has yet to receive any form of statements, invoices, and/or receipts from the company since **** 4, 2021. 
  As mentioned at the beginning of this response, the customer was supposed to receive a dish installation but was given an alternative wall plug-in device instead because the installer was not getting a signal. That same installer noted that he would assess the ticket and be sure that the installation fee was removed because he did not complete the installation as charged. At this time, Shasta Beam has been aware with several phone calls asking for that refund for $199.00 to be refunded, but they have refused repeatedly, stating they will not give refunds. In addition, On July 26, 2022, a phone call with the management was taken, and it was agreed upon between both parties that specific requests were completed. The customer asked the management to please provide ALL statements, invoices, receipts, and authorizations per the customer for charges on the customer account, and she informed me that she would have to talk with the billing Department, and should we get back in touch with me, yet there have been NO letters, emails, or phone calls since the last time we spoke. Per that same phone call, the management agreed that the July charges were to be retro pay, as the customer was threatened and harassed on July 20, 2022, for payment, which the customer asked for an invoice to provide details of those charges, and that invoice has never been received. It is clear that Shasta Beam company has been provided many, many opportunities to work with the customer and they have made every attempt to disregard those options. 
  The customer is asking for a refund in the amount of $199.00 (installation services never rendered), and the retro pay amount of $454.75 for the months of February, March, April, May, and July payments due to showing no evidence for the price increase, nor receiving an authorization by the customer, *********************** to accept these reoccurring charges by Shasta Beam. 
  The total amount requested for refund is $653.75