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Business Profile

Internet Services

Point Broadband, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Multiple outages in the same week with ZERO accountability. Point has made NO EFFORT to contact me to offer condolences or apology. I have requested MULTIPLE TIMES for their **** to do so. Each time I call they tell me I should have received a call, they are SO SORRY. BUT NO ONE HAS YET TO CALL IN 2 WEEKS!!!!! ****************.

  • Initial Complaint

    Date:11/13/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Internet Service Start: March 2023

    In July 2023 I reached out to PBB to terminate my service effective August 16th approximately.
    A week later I called them to cancel the termination request and maintain the service.

    August 2023, I received a PBB Bill. Please see attachment titled 08-23-2023
    They charged me for:
    Super Pod Non-Return Fee -$95.00
    Jul 28 Super Pod Extender Non-Return -$75.00

    Even though I had cancelled the termination request and kept the service.
    In August I called to finally terminate my service and asked them to remove the above mentioned fee and provided the justification above.
    So I terminated the service in August and returned the equipment.

    I received a bill 9-23-2023
    This bill had an additional Non return fee added.
    Non-Return SuperPod Fee $95.00
    Non-Return PowerPod Fee $75.00

    I called PBB and asked them to tell me how much I needed to pay to settle my account besides the fees because they needed to have these fees removed.
    They told me to pay $154. I paid that amount. Now what was left on the bill was $169.94. This amount reflects the last :
    Non-Return SuperPod Fee $95.00
    Non-Return PowerPod Fee $75.00

    They were supposed to remove that fee. Yet, I received a bill dated 10-23-2023 for the amount of $169.94.
    I have returned their equipment. Please see the shipping label attached. If you track it you will see the equipment was returned.

    Solution Requested:
    I need PBB to make a billing adjustment and send me a final statement reflecting a final balance of $0.00

  • Initial Complaint

    Date:06/13/2023

    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.
    Point Broadband is my current internet provider. Service has been down for 4 consecutive days with no resolution in sight. I have called multiple times and have heard several different reasons with no resolution in sight. Part of my income relies on my home internet and this is causing a hardship with not getting paid for certain jobs that need internet.

    Business Response

    Date: 06/30/2023

    Point Broadband has followed up with Ms. ***** and she is no longer having service issues. We did experience a large outage that she was affected by and we apologize for any inconvenience this may have caused.

  • Initial Complaint

    Date:12/07/2022

    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.
    Point broadband install cables and box on the side of my house without my permission for my neighbors property and damage my siding. Once I was aware of the situation I went to their hagerstown office and reported it and asked for the company insurance information and was told someone will contact me. About a week or so I caught Point broadband removing the box but had no explanation to why no one was contacting me. Instead about an month later someone claiming to be from Georgia office show up at my door and promising to have the damage taken care of that hasn't happened nor has anyone provided me with insurance information.

    Business Response

    Date: 12/23/2022

    The box and cables were initially installed on the property next to the serviced address. When a complaint was raised by the homeowner, the box and cables were removed. The installation of the box required 4 screws, and the cable required 2 screws. The box was removed as requested. The holes were sealed.

    Customer Answer

    Date: 01/03/2023

    (The consumer indicated he/she DID NOT accept the response from the business.)

    Yes the box was removed the holes was not seal and my siding where they installed the cable was ruffle.I inform point broadband that I wanted their insurance information to fix my siding i want it back the way it was before their technician damaged it. And if they sealed the holes it had to have been done recently. It wasn't so much about the box it's about my siding.I want the insurance information to fix their damage.

Point Broadband, LLC is NOT a BBB Accredited Business.

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