Complaints

This profile includes complaints for BAI Connect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BAI Connect

  15301 Ventura Blvd, Suite 350 Sherman Oaks, CA 91403

• 

  BAI Connect

  15301 Ventura Blvd Sherman Oaks, CA 91403-3102

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:07/31/2024

  Type:Order 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.

  BAI connect states that they do not block ports, when in fact they do and requested an addtional $19.0 per month as an alternative to unblock the ports. I currently pay them $50.00 monthy for their Internet sevice.

  Business Response

  Date: 08/22/2024

  Hi *****,

  Thank you for reaching out with your concerns regarding ports being blocked. We want to clarify that we do not block any ports or filter traffic on our network. However, there might be some confusion related to our use of Carrier-Grade NAT (CGNAT) for IP address management.
  
  Port Blocking vs. CGNAT:
  
  Port Blocking:
    - This is a practice where specific network ports are restricted, preventing certain types of traffic from passing through. ISPs might block ports to secure their network or comply with regulations, but this is not a practice we engage in. Your connection is free of such restrictions, meaning that all ports are open and accessible from our end.
  
  Carrier-Grade NAT (CGNAT):
    - CGNAT is a method used by ISPs to extend the IPv4 address space. In essence, multiple customers share a single public IP address. While this approach helps manage the limited number of IPv4 addresses, it does mean that your device is assigned a private IP address, and outgoing connections appear to originate from a shared public IP.
  
  Impact of CGNAT:
      - Since you are behind CGNAT, unsolicited incoming connections cannot directly reach your device. This might resemble the effects of port blocking, but it is due to the shared IP address structure. For example, hosting services like game servers or CCTV monitoring that require incoming connections may not function as expected.
  
  Solution:
  If your use case requires a unique public IP address (for instance, hosting a server or accessing your network remotely), you would need to purchase a static IP. A static IP provides a dedicated public IP address, bypassing the limitations of CGNAT and allowing direct connections to your devices.
  
  Please let us know if you're interested in this option or if you have any further questions by emailing us at **********************************.

  Sincerely,
  The Team at BAI Connect

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  They are charging me with a $100 fee for a technician's visit. The agreement was that if the issue not is with the *** then I would be paying it. The technician came in and apparently wrote a report saying that the issue is with my appletv and my ring cameras for not working, not with the ***, how convenient. The appletv and ring cameras worked perfectly fine in my previous residence. The building manager stated that they are aware of issues with *** and their wifi setup. So now they are threatening me to cancel my service unless I pay for the tech's visit. I have emailed them to go over this and called them as well only to be hung up during my argument, so very rude. Unfortunately, I'm forced to continue having them as an *** because it is in my lease agreement. *** takes advantage of that. The customer service is TERRIBLE but that could be tolerated if their internet is great, it isn't, at all.

  Business Response

  Date: 06/20/2024

  Hi *******,
  
  We are sorry that there was some confusion regarding the service charge that was applied to your account. In the future, please reach out to us sooner, as this is the first time we have heard about this issue since last year. The service charge is reviewed with our customers before a technician is sent out. If the technician determines this as a customer issue, this charge is applied to the customer, which was decided by our tech for your visit on 6.25.23. We have waived the $100 service charge on 6.20.24 to your Amex card on file. It will take 4-5 business days to process. Regarding the issue with your Ring and ******** devices, our support team contacted you on 6.20.24 at 8:50 AM to see if you are still experiencing problems. Once again, we apologize for any confusion on this matter. Please let us know if we can be of any further assistance.
  
  Regards,
  The Team at BAI Connect

• Initial Complaint

  Date:03/19/2024

  Type:Order 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.

  Shady Commercial Business Internet Contracts - *DO NOT TRUST YOUR SALES REPS*Despite being a LOYAL ************************************************** Customer for the last 5+ years, their cancellations department will pull you a fast one by pulling out this clause that you won't know about. When we signed up under Aerioconnect, before *** bought them, our Sales Representative said that going in, you pay for equipment fees + a 3 year contract, after that you are no longer on contract. This is a complete blatant lie that you do not know about until you read the fine print.When we tried to cancel, we were told that a special clause, Section 5, allows *** to automatically renew you for a THREE YEAR continuous contract. Yes, you read this right - THREE YEARS rolling despite absolutely *no additional services being provided*. Not only do you have give you absolutely no reason to stay with them (we've asked for discounts when ******* and other companies have come into our services area), when we cancelled they said they will ENFORCE in full their option to charge you for Section 5, meaning you owe the ENTIRE balance left on your automatically renewed service contract. I have *never* in my 50+ years worked with any company that operates like this and this clause is predatory and completely unacceptable. I could not believe what I was hearing when their cancellation specialist said that this was completely within their means and they would enforce it. To add insult to injury, without any authorization, their team charged 100% of the balance due, even though legally the contract says 50% of the remaining bill was due. I had to threaten with legal action before their team said they would refund 50%. This is after their representative ******* had told us on the phone that they would do everything to help us out with this, potentially bringing it down to 25% or less due to the circumstance.This company is run by crooks. Avoid it with all cost. You can get better internet for way less.

  Business Response

  Date: 08/02/2024

  Hi *******,

  After looking into your account notes. We reviewed the terms outlined in your signed agreement with you over our last email correspondence. We would like to clarify that the auto-renewal provision is indeed a standard business practice as stipulated in your contract. This clause was explicitly included to ensure the continuity of services without interruption. It is always our goal to ensure that all contractual terms are transparent and understood by our clients.
  

  In light of your feedback, we are committed to addressing your concerns. As a gesture of goodwill, we will be honoring 75% off your initial termination fee. We already credited back $1,335,48 on 3/4/24. That leaves $668 to be credited back to you. We will coordinate with our billing department to ensure that this is refunded to you. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  Sincerely,

  The Team at BAI Connect

• Initial Complaint

  Date:12/14/2023

  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 a cable account with ********* which has not been working since November 24, 2023. Because I live in a multi unit building I have to contact Bel Air Internet (BAI) for service. This was not explained until multiple calls to *********. I contacted BAI on Monday, Nov. 27, 2023, and was told a tech would be out the next day. The service started working and when I received an email from BAI asking if the service was working, I said yes. The service went out a few hours later, stayed out for several hours but came back on. Service was in and out and I contacted BAI Sunday Dec 3, 2023, and they said they would send a tech out Tuesday Dec 5, 2023, between ****. No technician showed up. When I called I was told I was told 3 different answers, the weather was bad, the technician was stuck at a previous call, and the tech just did not feel like showing up. The agent stated the technician would come the next day which is today between ****. I received a call about 12 requesting to schedule an appointment. I explained an appointment was already scheduled and was told there was no record of an appointment. The agent stated he would call back. He did not and I just spoke with an agent named **** who attempted to get ahold of the tech and said no appointment was scheduled just requested. He later explained agents could request an appointment, but it did not necessarily mean it would be scheduled. At this point, I am requesting your assistance at getting the service working. I have been told the *** needs to be replaced/repaired and has to be accessed from outside therefore there is no troubleshooting I can do to assist in repairing the service. I have also been told I need to be at home. I have taken 3 days off from work. I would like a credit for my monthly bill which is $171.00 but would be very satisfied in the service working. I also want to say that all the agents I have spoken with at BAI have all been very nice but not helpful in getting my service working.

• Initial Complaint

  Date:06/14/2023

  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.

  *** turned off my service due to nonpayment. I am unemployed and called them for two weeks informing them that I was still unable to pay. They ignored called and emails. An employee named ******* made a mistake last time by shutting it off and now she refuses to call back with a decision of whether I can pay a small amount towards my bill to turn it back on. BAI is unprofessional. I have been calling since last night just to resolve the issue. They are disgusting and have been no help. I want my service back on and a payment arrangement.

  Business Response

  Date: 12/11/2023

  BAI Connect reserves the right to suspend service for nonpayment. Payment arrangements are available in some circumstances but do require partial payment. Additional inforamation about our payment policies is available in our Terms of Service.

• Initial Complaint

  Date:03/01/2023

  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.

  I signed up for BAI internet in May 2022 with start date of June 16th 2022.I was offered free installation and first month free by sales rep named: *******************. I have all the email exchanges showing free month and free installation. I also have all the payment info from my credit card if needed.I paid every month on time (auto pay) and in November 2022 I received an emailed claiming I owed $45 for a month and that my account was past due, it claimed I did not pay August 1st $45. I reached out to them more than 30 times since then by email and leaving messages but no one at BAI reached out to correct the overpay.I paid the past due notice anyways to avoid service being suspended.I am being charged for the free month i was promised and want that refunded.Below is a list of all the payments I made to them which show I overpaid 1 month.June 27th > $21 (for 1/2 month since I started on June 16th)July was free month August 1 > $45 September 2 > $45 October 3 > $45 November 2 > $45 November 20 > $45 (After I received the past due)December 2 > $45 Jan 1st 2023 __> $45 Feb 3 2023 ---> $45

  Business Response

  Date: 12/11/2023

  The free promotional month was not applied correctly during our billing systems conversion. BAI Connect issued a refund of $45. We apologize for the error.

  
  

• Initial Complaint

  Date:02/09/2023

  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.

  A poor internet service provider. Im a radiologist working from home, so I depend on stable internet to download patient images and create reports. For one week in November and one week in February, the internet that should be at 300mbps only gets 10-20mbps. The company is slow and not caring and doesn't return phone calls although they say they would. I have no information from them. I am forced to use them because of my HOA. I asked them to refund the $30 extra I paid to boost my speed from 100 to 300 mbps, given that I was only receiving 10mbps, and they refused. Wouldn't even forward me to a representative.

  Business Response

  Date: 12/11/2023

  The service disruptions pertinent to this complaint were addressed with credits issued in November 2022 and March 2023.

  
  

• Initial Complaint

  Date:01/04/2023

  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.

  This company continues to send me bills for an apartment I haven't lived in for almost 2 years. I have repeatedly emailed them that I do not live there but they continue to send me bills. I'm concerned they still have my personable identifiable information and that it could be exploited. I am exhausted from sending them emails to stop billing me, stop emailing me or contacting me but they continue to do so. - I asked them how long they have been billing me on 11/9/2022 and no reply.- I have been sent on a bill on 9/12/2022, 1/4/2023, 10/6/2022 and 11/9/2022.

  Business Response

  Date: 12/11/2023

  This billing error occurred during our billing system conversion. Specifically, we had a small percentage of customers in our system that had not been customers for some time. The associated records were removed from our billing system, but not our system of record. When we converted to the new system, invoices were issued again in error from our system of record.

  A credit has been issued for all open invoices.

  
  

  Customer Answer

  Date: 12/11/2023

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

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  A fraudulent account was opened in my name and *********** will not respond to repeated requests to close the account and stop demanding payment from me. On November 17, 2022 I received a notice of a balance owed in the amount of $65.95 but I of course do not owe anything because I never signed up for an account with ***********. I have contacted *** by email multiple times and left a voicemail for their billing department and they have not responded.

  Business Response

  Date: 12/11/2023

  This billing error occurred during our billing system conversion. Specifically, we had a small percentage of customers in our system that had not been customers for some time. The associated records were removed from our billing system, but not our system of record. When we converted to the new system, invoices were issued again in error from our system of record. Once identified, we corrected the error, issued credit memos and refunded. The complaint was received while the scope of the issue was still being investigated.

  This customer disputed charges with their bank and therefore was settled via the bank and not directly with the customer.

• Initial Complaint

  Date:10/14/2022

  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.

  I previously had service with Bel Air Internet (baiconnect.com) that I terminated in February 2022 when I moved. After more than 6mo, they began mysteriously charging me $72.95 again on 9/2 and 10/2. I filed a charge back for each charge within several days, and called and emailed them numerous times during the last month and a half with no reply to email or voice messages. I finally spoke to the billing department today who confirmed my account was closed, but also confirmed the recent charges and stated they had a "billing glitch" resulting in many customers with closed accounts being billed again. She stated they are aware of the problem, but confirmed they have made no effort to reach out or warn any customers and that they do not have a solution for the problem. She had no timeline for the unauthorized billing to stop and stated that she was unable to stop billing my card in her system. I want them to explain the issue, cease billing my account, delete all my billing information, notify customers affected about these unauthorized charges, and issue refunds to all affected customers fraudulent charges. This is a truly outrageous and inexcusable billing practice that must be illegal.
  

  Business Response

  Date: 12/11/2023

  This billing error occurred during our billing system conversion. Specifically, we had a small percentage of customers in our system that had not been customers for some time. We had not been billing them, but when we converted to the new system, invoices were generated again in error. Once identified, we issued credit memos and refunded. This complaint was received while the scope of the issue was still being investigated. It was not intentional, and we apologize for the error.

  This customer disputed charges with their bank and therefore BAI Connect settled via the bank and not directly with the customer.