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:08/02/2024

  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.

  I signed up for Redzone Wireless on the promise of $48/yr a for five years "guaranteed". Since signing up I've paid $48 a month, to the *****. This month, they've arbitrarily hiked by rate by 14.5% to $54.99 by adding a $6.99 'Network and Transport Fee'. However, the entire business is "Network" and data "Transport". My bill has never had any fee before. The "Taxes/Fees" line has always been $0. I agreed to pay $48 a month and I have paid $48 a month since that agreement began.Now my bill shows $54.99 for "Current Charges" where it used to be $48, and still $0 for "Taxes/Fees". I think their mistake in sending this bill was that they accidentally told the truth: They raised my rate by bureaucratic **** with a pseudo-fee for a service that's entailed in our agreement.I understand their motive; Their expenses have likely increased and they hope to pass those costs along to the consumer. Unfortunately for them, they made claims in their advertisement that commits them to providing a service at a set price for a period of time.They are in blatant violation of their agreement and constitutes deceptive business practices, which is a class D crime (Maine Criminal Code 901.H.2)

  Business Response

  Date: 08/26/2024

  Redzone reserves the right based on our Terms of Service.    

   

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been requesting that Redzone Wireless provide me a copy of their Terms of Service that they can prove that I have agreed to, and they refuse to answer my emails.

   

   

• Initial Complaint

  Date:09/17/2023

  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.

  Weve had Redzone wireless for approximately 6 years now so that would be 2018. They were fine for a few years and then problems seemed to occur more often during covid which was understandable. Problem consisted of slow speeds and or no connection at all. But we were patient thinking that it would get better but it only got worse. It was always a 50/50 shot that our internet would work properly we called and called to explain our situation to them and they would say all the right things and our internet got better for a while but would soon go straight back to slow speeds very slow that it was non usable, To fill that gap we used our data on our phones until it was fixed but it never was. When we opted in to get redzone we were sold on the promise of reliable, affordable and fast service from them and that it was a local company. Never did I realize that we would have to deal with so many problems, The reason that brought me here today was that I just found out that there interest that their providing us was way below the security standards an internet provider should have. Ive called them 3 times within the last month and asked them to please update the security on our Wi-Fi and for some reason they wont and havent done so. Weve had our information stolen so many times not knowing that the Wi-Fi this company supplys us is so weak and not even at standard level that thats why our information keeps getting stolen. Weve had to change our debit cards many times and our whole back account once. Im looking for this to be resolved and to warn others that if theyre experiencing the same problem with redzone then that company should be stopped until they can offer their customers a wireless service that can offer a strong security to protect them from all the trouble weve gone through. Weve always paid our bill and have never fallen behind because thats what we promised them when signing up for there services.

  Business Response

  Date: 09/29/2023

  Dear *******************************,

  I'm sorry to hear that you have experienced slower speeds or performance that is not adequate.  My team is eager to get ahold of you in an attempt to schedule a service call / field visit to assess our equipment and discuss options.  We'd also like to provide some ***** re security and devices as you are not having issues with your password protected WiFi.  When our network engineers performed speed tests and logged into your device, we were getting speeds north of 40Mbps Download and over 5Mbps Upload.  It also appears that within our operating system / ticketing system there has been multiple attempts to explain the "warning" you are seeing only on your iphone which should NOT draw alarm or concern with your secure connection which is password protected.

  I personally tried to reach you on your mobile, as did our Customer Experience manager ***************  Your phone greeting states, "not accepting calls at this time".  ******* and I have also personally emailed you in hopes of discussing this complaint and to get you scheduled / on our calendar and/or address additional concerns.

  Please call us back at your earliest convenience ************ (or reply to our emails) so we can work together to restore faith and ensure you have the best experience with your Redzone Wireless Internet service.  We want to thank you for your loyalty and we appreciate the opportunity to "fix this" - Thank you! 

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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.

  Letter sent to the president on March 6, 2023 - no response. Since that time, I experienced a half day outage for my internet access and chronic slow response times. Their customer support personnel have stated the problem is on my end which it is not. I have been working with the manufacturer of my router and it is functioning as designed. I am paying a higher fee for "faster" internet speed which is ludicrous since I typcially have to reload basic internet sites. They have fixed item 1 referenced in my letter of March 6 but items 2 and 3 need to be addressed. I should be refunded for at least 6 months worth of their "service" or $330 which can be applied to my credit card or they can send me a check. Since this company is so unreliable an account credit makes no sense since I am currently searching for an alternate internet service provider.

  Customer Answer

  Date: 04/07/2023

  The business has offered to provide an upgrade to service with a locked rate for five years and a credit of 3 months.  We will meet on Wednesday April 12, 2023.  If they fulfill the terms of our agreement at that time, I will be able to close the complaint.  

  Business Response

  Date: 04/13/2023

  We are pleased to report that we have successfully upgraded the technology onsite (full removal and upgrade to new technology) for **************************** as of yesterday (April 12th).  ************* was aware and supported our delayed BBB response as we all were eager for the full field event to occur (removal and installation of new wireless technology at her property) to support a thorough response.  I've appreciated talking to **************************** as has other managers within our organization.  Post field event, reported speeds and service are very impressive and it is our understanding that ************* is very pleased with the work our team has done since the onset of this complaint.  We are very sorry for the history / timeline of events leading to this complaint and hope we have 100% restored / satisfied the customer.  It is important to note that the letter to the president was not unanswered, he was not aware of it, as it was inadvertently misplaced.    

  Customer Answer

  Date: 04/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  This is subject to the agreed upon price for 5 years and a credit of 3 months to my account.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/21/2023

  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.

  Redzone Wireless charges a monthly fee for a service that, at its very best, works 25% of the time. And calling tech support solves nothing. I expect refund of monthly fees for the past year.

  Business Response

  Date: 02/14/2023

  *****************,

  I'm sorry for the continued instances of service not working or being interrupted (impacting webcam use).  I know our team has visited your property multiple times, swapped / inspected equipment and I'm sorry there continues to be an ongoing issue.

  I'm more than happy to work with you regarding your current billing structure and/or status within our operating system.

  Knowing this a seasonal property, I'd like the opportunity to talk through some options with you.  As my team has offered refunds in the past, I want to continue to work with you as an active, loyal customer.

  I can be reached at ************

  Thank you and I hope to hear back from you -  

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  It's been very slow, always buffering. They tried to put blame on my router because I don't use one of theirs. The problem has been going on since Sept 2,2022. Today it's completely off & can't even call Red Zone. Very upset. Would never recommend Red Zone to ANYONE

  Business Response

  Date: 10/10/2022

  We apologize for the poor experience you have had with Redzone.

  I'm more than happy to compensate you for any poor service or slow speeds.  In September, we did made some network adjustments that could have impacted service delivery to you.
  

  It has been brought to my attention that you have contacted Redzone to report that you have had "work" done on your personal router and reported back to Redzone that you have seen improvements.  Our team is more than willing to help you ensure you have optimal performance through a router replacement.

  Thank you-