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Business Profile

Internet Providers

Imperial Internet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:05/01/2025

    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.
    The company raised my monthly Internet from 87.00 to 150.00/month without warning or notification. I noticed this when I lost Internet service and thought my bill was passed due. It was automatically taken from my account. When I called them they said I would need new equipment as the old one didn't work anymore and they would also change my bill to an agreed 95.00. It took two weeks to get the new equipment. After receiving it I ask imperial for a discount considering I did not have service for half the month. They agreed to credit me 55 for over payment and said they would give me half the month off which would result in no payment for next month. When the next billing cycle arrives they called and said I owed 125.00. After discussing it they said they would honor the 95 but would not credit me for their outage and my overpayment. I then requested an address to send their equipment back as I would like to cancel the service. They refused to allow me to cancel or give me an address to send back until I paid them more money.

    Business Response

    Date: 05/23/2025

    Refund has been initiated to the customer and return label has been shared on email.

    Regards,

    Christopher B****

Imperial Internet is NOT a BBB Accredited Business.

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