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: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.

• Initial Complaint

  Date:10/08/2022

  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.

  Week of Oct 3rd - I continued to receive invoices for service I did not sign up for at an address that I have not resided in for many years. All attempts to contact the billing department were met with no response and invoices continued to be sent to me. They have set up a fraudulent account in my name and have been entirely unresponsive to facilitate any resolution.

  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. It was not intentional, and we apologize for the error.

  This customer received refunds on October 13, after receiving her inquiry.

• Initial Complaint

  Date:10/06/2022

  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.

  There is no billing service to manage online. It is only by calling. By calling, I do not get any useful answer. There is no way of contacting the accounting/billing by calling. My Monthly service charge has gone up ridiculously high without any notification. There is no way they can increase my monthly service by 20%. it is the same contract, it should be the same throughout. I notice the same issues on Yelp review with others. I just wanted to inquire in to find out what the reason was. However, they always say they will contact me later; Nothing. Nobody called me back. They first start off by saying it is $35 and then, they will charge for router ($10/month+ about $5 tax...on router...they put taxes on borrowing the router that I won't be in possession) and so at the end, I end up paying $55. I requested for cancellation immediately. Online cancellation guideline tells me to submit the request and I would get an email reply back. There is nothing. No follow up. I am afraid they will continue to charge even though I do not want their service.

  Business Response

  Date: 12/11/2023

  This service cancellation was received and processed per the customers request.

  In addition, we would like to advise that:

         We apply the required taxes to phone service and equipment rental.

         As of last September, customers can view their bills online and manage payments through an online payment portal.

         We have also recently added additional personnel to field billing questions by phone, as well as the option to chat via our website.

  If there is anything further we can assist with, please advise.

• Initial Complaint

  Date:10/06/2022

  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.

  I have been a customer with this internet company for 2 years, since July 2020. I have had issues in the past with service where I have had to call technical support due to service outages. Last year I called Tech support and it was deemed that I needed a new router. I recently had service issues on 9/18/22. The tech support employee was not able to figure out what my issue was, so he said he would send a technician. A technician came on 9/20, after doing an install on another unit in my building. He determined that there was an update for the router and the router did not automatically update, so he manually did it. Today, I check my bank account and noticed I was charged $100 on 10/4, in addition to the cost of service $39.15. I called Bel Air at 10:13 AM PST several times, with no answer. I left a message at 10:23 AM PST requesting a call back. I left another message at 2:17 PM PST. As of this letter at 4:19 PM PST, I still have not received a call back to address the issue and the billing department number goes straight to voicemail. I checked my spam folder looking for a receipt for the charge on 10/4, as I had not received a receipt. I noticed a receipt for $100 was emailed on 9/18, that says "a service call fee will apply if it is determined that the source of the issue occurred within your unit". The tech support rep nor the technician explained to me that I would be charged $100. This was not a charge I incurred prior with this company. Additionally, after speaking to tech support today, no one can explain how the router not updating its own software, qualifies as an issue occurring within the unit. That language is very vague and doesn't explicitly state what an occurrence in the unit means. Additionally, no one at the company can explain why I was not told about the charge prior to having a technician come out or when these charges were implemented in the company practice. I did not agree to be charged $100.

  Business Response

  Date: 12/11/2023

  The $100 service call fee was charged in error due to an internal miscommunication and we issued a refund on October 7, 2022, the day after this complaint was filed.