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Business Profile

Internet Services

BAI Connect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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BAI Connect has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:10/08/2022

      Type:Billing 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.
      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:
      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.
      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:
      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.
      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.


    • Initial Complaint

      Date:09/10/2022

      Type:Customer Service 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.
      We reserved an internet installation service at 12 - 3 pm, 9.10. The technician never arrived and disappeared without any notification. When we tried to reach out to the service team, they provided zero information (no contact information, arrival information, et al.) with bad attitude. We wasted the entire afternoon waiting and have not settled up the internet. Besides, we asked about self installation, they said they only support technician's installation...

      Business Response

      Date: 12/11/2023

      The service technician arrived two minutes after the complaint was filed. Our apologies for the delay in arrival. There was also a network authentication error that resulted in the need for follow up with our technical support team after the installation. There has been no record of further issues since September of 2022.

    • Initial Complaint

      Date:08/08/2022

      Type:Product 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.
      I moved to a new place last month but I forgot to cancel the service. On the first day of this month (August 2022), I received a notice from the bank that there was a new charge for this service, which reminded me to cancel the service. Thus, I sent a cancel request immediately. However, the **************** told that the service could be cancelled but there would not be any refund for the charges, which I think is unacceptable. I tried to negotiate with them many times but they just repeated the same words. I would appreciate it if *** can help me get the refund of ******* which is the charge for one month.

      Business Response

      Date: 12/11/2023

      BAI Connect charges monthly in advance for internet service. Cancellations must be received prior to the end of the month. Nonetheless, BAI Connect did refund service for this customer shortly after the complaint was filed in August of 2022.

      Customer Answer

      Date: 12/17/2023

       
      Complaint: 19147181

      I am rejecting this response because I never received their refund.

      Sincerely,

      *******

      Business Response

      Date: 07/23/2024

      Hi Fan,

      We have reviewed your complaint and after looking into your account we do see that a request was submitted on 8/1/22. Per our company policy, all customers are billed on the first of each month. Since you cancelled on the first, that is why you were charged for the month of August. However, we acknowledge the lack of clarifying your request to get refunded for the month of August. We would like to extend our apologies for any inconvenience or dissatisfaction you may have experienced. We do wish you contacted us sooner to follow up on the refund as it has been two years since you cancelled service.

      We have processed your refund request of $33.15, and you will receive a check for this amount to the *** Nuys address in your complaint.

      If you have any further questions or concerns regarding the refund, please email us at **********************************. 

      Regards,
      The Team at BAI Connect


    BAI Connect is NOT a BBB Accredited Business.

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