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Business Profile

Crypto Mining

Compass Mining Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Crypto Mining.

Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 6 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:09/04/2024

    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 am writing to file a formal complaint against Compass Mining Inc. regarding their Bitcoin mining equipment and hosting services. After several years of dealing with various issues related to their products and services, I have concluded that Compass Mining Inc. operates in a manner that is fraudulent and misleading. Unfair and Fraudulent Consumer Practices include: Selling Defective or Used Equipment as New: I purchased two Bitcoin mining servers from Compass Mining Inc. — one costing over $7,000 and the other over $4,000, accompanied by hosting contracts with monthly fees of $171 per server. Over the past few years, I have paid more than $6,000 in service charges. Despite these expenses, both servers frequently malfunctioned, and support responses were consistently delayed, leaving me unable to diagnose the issues. The servers functioned for only a few months each year, leading me to believe I was sold defective or previously used equipment. Unauthorized Relocation of Servers: Compass Mining Inc. relocated my servers from one data center to another without my consent, violating the original contract terms. Although they initially communicated that this process would take a few months, the servers remained offline for over a year. This caused significant financial loss, as I missed the opportunity to mine Bitcoin during a period when its value rose from $17,000 to $70,000. Excessive Monthly Charges: I discovered that Compass Mining Inc. has overcharged me several times, far exceeding the agreed monthly fees of $341.38 for two servers. In some instances, I was charged over $1,000 per month. Despite reaching out for reimbursement, I have received no response. Compass Mining Inc. routinely ignores support tickets related to billing and invoicing.

    Business Response

    Date: 09/09/2024

    We have reached out to the customer directly through our support ticket platform to resolve his concerns. 

    Customer Answer

    Date: 09/12/2024

    Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.The facts:The business reached out and provided one time credit for the overcharges of last month. During this time, they had taken my servers offline for delayed payment even though I had let them know that there were overcharges for over a month and that I was not paying until that is resolved.  So the service was off my miners not producing.  You can see in their emails they consistently overcharge and acknowledge later and apologize that they did. When the customer reaches out to support, they do not address the mistake. They only address the mistake if the client files complaints with the authorities. This has happened to me multiple times now with this company. I do not trust this company anymore. I'd like my account to be closed and I'd like to be refunded for the first server ($7000) that they had sold to me which was a lemon server that never worked consistently. I'd would willing to let go off the opportunity cost of more than 2 years of missed opportunity at current BTC prices would have been a lost revenue of additional 15K for this server. For the second server, I'd like the server to be sent to me and hosting services to be cancelled. I do not want to be a consumer of a company with fraudulent billing practices. How could a customer  turn on auto billing for their hosting services after catching many instances of fraudulent over billing.  Regards, Complaint ID: 22240062    

    Business Response

    Date: 09/30/2024

    We are working directly with the Customer to ship the Customer's units and close their account. 

  • Initial Complaint

    Date:01/03/2024

    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.
    Over the last couple years, I have paid compass mining over $100,000 for Bitcoin mining equipment and hosted mining services. They have continually failed to deliver the promises of hosted services. I have not once had all my units online at the same time, and they are radio silent on issues when I reach out. I have tried to call but their phone # doesn't work for support. I am not the only one, as if you do any minor search on Twitter for "Compass Mining" you will see hundreds if not thousands of posts of people claiming similar. In addition, if you look at their marketing emails - they promise "delivery" dates for miners - but continually fail to meet these dates. At a certain point there is a threshold for what can be deemed false and misleading advertisement, almost to downright scam. I have much more documentation than this to prove their negligence, and am demanding to speak with someone from Compass on the phone to come to an amicable resolution.

    Business Response

    Date: 01/05/2024

    Hello,

    Our Customer Success Manager has reached out to the customer to set up a call. We have reviewed the customer's support tickets and will be providing updates on his miners. 

    Best, 

    Customer Answer

    Date: 01/15/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

    **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.




    Regards,

    Complaint ID: 21090953

    Hello BBB,

    I can confirm that a Compass representative reached out to me and we talked in person... FINALLY. I appreciate you guys because after over 2 years of negligence, I was finally able to at least talk to someone over a video call in regards to some of my issues.

    However I can not resolve this complaint because they have not provided any actual resolutions or updates to my case. 

    We ended the call with "I will get back to you and let you know what we can do after talking to higher ups"

     

     

    Business Response

    Date: 01/30/2024

    We completed an audit of the customer's account and confirmed that the correct amount of downtime credits had been issued. We offered the customer three different solutions for terminating his contract with the company.  

Compass Mining Inc is NOT a BBB Accredited Business.

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