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Business Profile

Internet Providers

Hometown Entertainment

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:02/07/2024

    Type:Service or Repair 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.
    Hometown Entertainment refuses me services after I paid for the month. This is an internet service and they want the modem back before they will CONSIDER refunding my money.

    Business Response

    Date: 02/07/2024

    ***** ********* has been a customer for a couple of years.  In this time, she has been fired as a customer once before for her rudeness.   Today, she started at 4:30 a.m. texting me because she had an issue.  When I texted her first thing this morning, her first response implied I should answered her at 4:30 because " she paid for it".  Obviously, ****** thinks if she buys a service, the seller becomes her minion.  I asked her to refrain from her snide remarks and just like previous encounters, she just could not help herself.  She could not be nice long enough for me to tell her that she had punched out the wrong size sim card.  She could no be nice long enough to find out that she was the reason her internet was not working.  I gave up and I told her to get her internet somewhere else.  A customer is not always right and no one has to take verbal abuse simply because a customer " paid for it".   

    Also, in her normal, rude way, ****** ********* demanded a refund.  As per our terms of service, there are no refunds for prepaid internet service.  I did offer her to return the equipment in working order and I would consider a refund.   Also according to our terms of service, if the equipment is not returned, she would be billed $199.  Considering what our terms of service state, if ****** ********* does not return the equipment, she owes another $199 so at this point, she owes me, not that I owe her.  

     

    Customer Answer

    Date: 02/08/2024



    Complaint: ********



    I am rejecting this response because:I would first like to say that I was never fired once before from this service. If I was I didn’t know it, paid my bill on the first of every month and never lost Internet service. It’s very easy to prove if need be. I also would like to send all of our text message that morning to prove how much she lied to you. I’m not sure how to do that. As far as no refund policy, I believe that would be if you were able to at least use her service for one day. I was never even connected to her internet service. The SIM card wasn’t working so how can she not refund me. I never was connected to her internet service. i want to say i have sent all her equipment back and have provided her with a tracking number.



    Sincerely,



    ****** *********

    Business Response

    Date: 02/19/2024

    Feb 19.2024 .  I have spent all the time I intend to on this matter and this is my last response.  ******** response today, again, shows her attitude.  Now, I am a liar.   She has not returned her router and she needs to read our terms of service.  If she would like, I can enforce them which would cost her an additional $199.

    Customer Answer

    Date: 02/22/2024



    Complaint: ********



    I am rejecting this response because:

     

    I’m not dealing with this woman anymore. Tell her to leave me alone. I had to block her so she would stop bothering me

     

     





    Sincerely,



    ****** *********

Hometown Entertainment is NOT a BBB Accredited Business.

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