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Business Profile

Internet Services

Air Advantage LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:03/03/2023

    Type:Service or Repair 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.
    I requested internet service from Air Advantage LLC on 2/6/2023. Our family has had mostly reliable service from them in the past at 20Mbps from around 2012-2018 and because they are the ONLY internet service provider for our house. When they arrived 2/6/2023 and set up their equipment they never personally checked the speed we were getting before leaving but guaranteed 20Mbps. Less than 30 mins later we had to call tech support due to slow speed. They called and said it was corrected 24 hours later and to monitor is for a few days. That same week on Friday 2/10 we had to call tech support again as the internet speed would drop anywhere from 2pm-6pm until well after midnight. They told us they would investigate. They called us back the following week and said they needed to rotate their service tower channel but due to weather it wouldnt be until 2/17/2023. After they rotated the service tower channel we were then informed by Air Advantage it was an issue with their tower. On 2/27/2023 we got a call saying everything was fixed and speeds were pulling 21Mbps and monitored. Later that day the speeds dropped again and the service ticket reopened. On 3/2/2023 they called back and told us that they have no clue why our speeds keep dropping and we could try a lower speed or find another service provider as no other customer has complained having this issue, yet when weve called even their tech support has verified the drop in service.We have paid for the 20Mbps speed a year in advance. It is required for family members in the household to have this speed regularly maintained to secure and keep employment. The company guaranteed we could receive a constant and maintained 20Mbps speed. Dropping our speed would not fix the issue of the speed dropping in the afternoon/night. We feel we should receive what was promised and the situation needs to be fixed. We also feel that we should be credited for the time we are not receiving full speeds.

Air Advantage LLC is NOT a BBB Accredited Business.

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