Complaints

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• Initial Complaint

  Date:04/23/2024

  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.

  This company is the sole provider of internet in my area. I called to set up service March 18th. A week prior to closing on my home. The company responded, “we are unable to prior you an estimated date for installation.” It’s been 5 weeks, they are unable to provide estimated time of installation. I went into the local branch to get a better understanding of the delay, and the front desk clerk, who was rude, explained I was awaiting Conduit. With no knowledge of what that meant I asked, and she explained what it was. I proceeded to explain to the women someone came out on April 11th and installed Conduit. Her response was I’ll have to call the contractor, because he didn’t tell me. She did not call the contractor, she did not return a phone call.. This company is a joke. They know they are the only provider in the area, so I feel they use that to their advantage. Obviously they do not follow up with their contractor if they don’t hear anything back. If I didn’t processed to the office, they would continue to tell me the same answer. It’s poor customer service. No one should be allowed to run a business in this matter

  Business Response

  Date: 04/29/2024

  I am in receipt of your complaint notice from Ms. ****** with respect to having her cable service connected.     Reference ID 21615493 and submitted April 23, 2024.

   

  Be advised that Ms. ******** order for service was placed on March 21, 2024.   Further, Ms. ******** home is located in ****** Terrace, which is a fully underground utility subdivision.   Consequently, her order, once placed, had to be forwarded to Allen’s third party contractor to install the underground conduit from Allen’s network to her home.   The conduit is used to house the fiber input that bring the service into the home.  

   

  Generally, that process may take a little time to be accomplished and depends on several factors; including, previously scheduled work orders; notifying the 811 underground locate service office then having to wait the seventy-two hours for all other utilities to be located before any digging can commence; and of course, the weather and ground conditions.    Once all clearances are received, the contractor will schedule his install.   Allens’s office will then schedule with the customer a convenient time for our serviceman to go out to install, connect and test the fiber’s service to complete the job.

   

  I apologize for what the customer may think about us taking advantage, being rude or offering poor service. I assure you those are the furthest things from our intention.     It is to our benefit to provide good service, while being courteous and offer equal service to each of our customers.   Fortunately, we do not have the luxury to simply sit around waiting for one customer to call so we can quickly jump on fulfilling only their call.  There are always a multitude of calls that must be processed, and we try our best to attend to each as soon as possible and in some fashion of order received.    

   

  Unfortunately, besides attending to our day-to-day business operations, for the past few years, Allens has been obligated to construct four government fiber broadband grant projects throughout portions of St. Landry, Upper & Lower St. Martin and Assumption Parishes.   Needless to say, we have been kept relatively busy.   We have tried on numerous occasions to bring other workers on-board to handle the load, but unfortunately, there are not any qualified laborers in the market to obtain, so our crews are doing the best they can.   I will try to get this order fulfilled for the customer and apologize again for her frustration and ask for her understanding and patience until the service becomes active and available.

   

  Sincerely,       

  Gregory a. Price          

  Gregory A. Price, President