Complaints

This profile includes complaints for Cass Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cass Communications

  23251 Garner Rd Virginia, IL 62691-8108

• 

  Cass Communications

  100 Redbud Rd Jerseyville, IL 62052

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:11/21/2024

  Type:Service or Repair 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.

  My service was shut off due to a late payment. I didnt dispute this. I contacted the office via chat Tuesday. They told me $165. Today, Thursday, I paid that. I spoke with customer service and was told that I had to also pay the next bill which is not due until tomorrow and a $45 reactivation fee but that the fee could be billed so if I paid the remaining $145 I would be good. So I asked for some sort of proof of this policy considering now I was being told two different things. Chat ended without resolution. I called. Was told I had to pay the $45 and and the next bill to be turned back on. Its automatic so it doesnt matter what time I pay it will take about 20 minutes to restore internet per the employee. 1 hour later I call customer support and am told that I am on a DNT list and cannot restore service until this morning. The employees were laughing in the background of the call. Likely the same employees I was chatting with that then flagged my account to ensure it could not be reactivated. This was done out of malice and I have still have not received the policy outlining their right to do any of this.

  Business Response

  Date: 12/13/2024

  ****, thank you for sharing your concern regarding the disconnection of your service. I apologize for any inconvenience that it may have caused you. We strive to give our customers every opportunity to pay the past due before disconnecting the service, with late notice reminders and reminder calls.

  
  The process of disconnecting is 2 parts, we disconnect in the office to give customers the chance to pay only the past due and pay a minimal reconnection fee of $10. Once this process has been completed, we send our after-hours answering service a list of disconnected customers.  If the past due is not paid or the customer has not called to make other arrangements, we do the permanent disconnection on Thursday of the same week. The customer must then pay the balance on the account and a reconnection fee of $45. 

  
  At this time your account is current through November, the December bills have been processed but are not due until the 22nd of the current month. If you have any questions or concerns, feel free to call the office ************ and our staff would be happy to assist you. 
  
  Thank you
  CASSCOMM
  

  
  

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Cass Communications in ******** ******** installed fiber optic internet in ********* 2-3 years ago. In the process of doing so, new internet lines where ran throughout the community. On my property there is a cable box that was used to run the lines from. This box has not only been left open but the lines have been exposed for more than 2 years now. They are laying on the ground, exposed on my property and adjacent properties. I have contacted Cass Communications multiple times regarding this. My neighbor has as well. I have called and sent emails with pictures of the exposed items. Cass Communications has failed to take the initiative to bury the lines. Not only is this a safety concern. I have to be mindful when I am mowing my property not to destroy the lines. I was told on multiple occasions that there is a "ticket" in to have this taken care of. This will be at least the 3rd summer that I am having to mow around internet lines laying on top of the grass. This is unacceptable.

  Business Response

  Date: 05/06/2024

  Dear *****,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience the line in your yard may have caused.  Per your request, the line has been removed from the yard.
  
  Regards,
  CASSCOMM

   

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************