Complaints

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:03/29/2023

  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.

  We call to upgrade our internet so we had service out to the garage not just the main part of the house. The company missed the first visit complete the called and told me the moved us up into a early time slot and then never showed. The next day I call and asked why no one showed the lady said we had been mover to 5 days later in the morning. I told them this is not what I was told I was a manager to call me no call. Nothing! Finally 5 day later I got a my service Upgrade the two they came out was great did a wonderful job they call in because I had to pay for the line ran and so on I did with a debit card. I had no balance as I paid the full month already. Now this morning on March 29 I got a email saying I have a past due amount and a late fee. I never received a new email saying anything about and additional charge. I paid for it all when they installed it they said in the phone it was a 0 balance. So now Im looking at a late fee for extra billing I never was told about. After waiting 5 days extra because the couldn’t make it in the space I was originally told for service upgrade. Not talking to anyone about extra charges after I paid for everything when they installed it. No billing sent to my email. Nothing and they add a late fee for it. I check my email several time a day. I would like to repeat the two who came out on the new appointment to finally set it up did a great job.

  Business Response

  Date: 03/30/2023

  02/27/2023
  - 12:35pm - Customer called in to get a service extended to garage
  
  02/27/2023 - 02:16pm - Customer was put on the schedule for secondary managed
  router install and service upgrade to ****** * *Mps scheduled for 03/06/2023-12:30-3pm
  
  03/06/2023 - 07:37am - Customer was contacted at 7:37am on 3/6/23 on a recorded line and agreed to rescheduling job due to employee call offs. On recorded phone call ****** agreed to rescheduling job to 3/10/23 8:30-11:00am. This recording is on record and available for review.
  03/07/2023 - 7:43am - Customer called and spoke with our after hours support line. After hours tech noted that
  they gave the customer the new date and time for their upgrade 3/10/23 8:30-11:00am.
  
  03/10/2023 - 11:34am - Customer speed package was updated to ****** * **** 
  
  03/10/2023 - 11:42am - secondary router was installed. Primary
  router was replaced with a managed router. Customer was online and both routers
  were accessible.
  
  03/10/2023 - 11:49am - Payment was made in the amount of $85.00 ($75 Onsite charge, $5 managed router, $5 additional managed router) when the work was completed by tech.
  
  03/10/2023 - 02:14pm - Paperwork was processed and customers account was invoiced for $5 managed router, $5
  additional managed router and $75 Onsite charge which had already been paid in full when work was completed. This is standard practice as the customers pay technicians onsite when work is completed then the tech turns in paperwork for the job and an invoice is created and marked paid in full.
  
  03/10/2023 - 02:23pm - Tier change completed in the billing platform as part of the paperwork processing procedure. Customers speed plan went from 15x2 $69.95 to 25x5 $79.95  which was prorated from 3/10/23 to 3/31/23 for a difference of $7.10
  
  03/10/2023 - Billing statement emailed to customer by Bookkeeping Department, Our billing platform keeps record of all emailed statements times and dates of when they were sent: From our billing platform "2023-03-10  Billing Statement  601264  DELIVERED  Email  *********************
  
  03/21/2023 - 02:08am - $5 Late fee added to customer account.
  
  03/29/2023 - 03:51am - Payment made online by customer via the ****** ******* portal.

  Had customer contacted Book Keeping the $5 late fee would have been waived. Customer is welcome to call and ask for **** letting her know what we can do to resolve any issues she might be having.
  

   

  Customer Answer

  Date: 03/31/2023

  Here’s a screenshot, showing I did not get a billing statement in for that.

  Business Response

  Date: 04/04/2023

  We have attached the recording of customer agreeing to reschedule. We are going to send the customer the recording. Customer is claiming she could not understand the dispatcher however she had a clear conversation with him and responded to his questions. We feel this would be best handled between us and the customer. Customer is not saying what exactly she wants or expects from the company. This is a current customer.

  Business Response

  Date: 04/04/2023

  Customer had a conversation clearly agreeing to dispatch rescheduling. We will email customer the recording also. Recording including full conversation between customer and dispatch has also been submitted directly to BBB. We would prefer communication between customer and email to management so that we might resolve the issue and customers concerns in a timely manner.

• Initial Complaint

  Date:02/02/2023

  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.

  This business was my internet provider. I moved locations so canceled my services (was not in the middle of a contract). The tech guy told me to leave the internet equipment there because the new tenants were going to be utilizing their services. I then get a bill for the equipment. I called the business and told them, I did what I was told to do. Royell stated the equipment wasn't left there. I called and asked the people that I was renting from, and they said nothing was there ( I left it there). As God as my witness, I left it at there. I moved from this and took care of this in 10/21 ( I thought). I have not received any further communication from them since 2021 or beginning of 1/22, and thought it was resolved after I spoke again to the tech department (because they told me to leave it there). I received a bill from a collection agency on this account for this amount from Royell on 1/31/22. I called Royell and they stated there was nothing they could do as it is now in collection.

  Business Response

  Date: 02/02/2023

  The collection agency has been contacted, the account has been removed from collections and the case has been closed.