Complaints

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

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• 

  Great Plains Communications

  1635 Front St Blair, NE 68008-1642

  
• 

  Great Plains Communications

  521 Norris Ave Mc Cook, NE 69001-2005

  
• 

  Great Plains Communications

  7310 2nd Ave Kearney, NE 68847-2419

  

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:04/06/2025

  Type:Customer Service 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 am requesting a discount on my February Great Plains Communication (internet service) bill as I had 5 of the 28 days without service.
  
  On 2-11 I called a local GPC technician to schedule an appointment to install fiber optic at my residence on 2-20. During this call I made the tech aware I had no internet service since 2-10. I was told this is common and that he would get my services restored.
  
  On 2-14 I called ************** and talked to a GPC rep. I misunderstood the appt time and was corrected. During this call I asked about being refunded for 3 days of nonservice. The rep asked if I had called the helpline and I said no, not until talking to them that day but I had talked to the local tech that was supposed to already fix it. I was told by this rep that since I had not called the helpline there wasn't a ticket # but that she may be able to review the recorded conversation and get me a discount but takes time and I would be contacted later. I was not.
  
  Appointment on 2-20 was canceled (weather). On 2-24 I called ************** and was later contacted by local rep to reschedule my installation on 2-27. After this conversation I discovered my internet was no longer working.
  
  I called ************** at 3:30 pm on 02-25 and talked to two different techs (one level 1 and one level 2). Tech level 1 led me to believe that it is standard operating procedure to shut off internet services the week of fiber optic being installed. Tech level 2 informed me he would be sending a message to the local tech to restore services to my address and gave me ticket # ******** for any follow up. The understanding I was left with after talking to tech level 1 was since there wasn't a ticket number after the first incident, there was nothing that could be done and saw nothing on my file. I'm certain all calls with reps of GPC are recorded. 5 days with no internet spread across two incidents. I sent a version of this message to GPC’s official email and never received a response.

  

  Business Response

  Date: 05/06/2025

  ** ****** reported services out on 2/25/25. After trouble
  shooting it was determined services needed moved to fiber to restore them. ** ****** was converted to fiber optic services on 2/27/2025 and awarded 4 days of
  credit on 4/7/25 due to services being out. We were unable to find any
  additional requests for credit prior to 4/7. We apologize for any inconvenience
  this caused to *** ******, and we are hopeful that the new fiber services are performing
  well for him. If he has any additional questions, he may contact us at
  ************ or via email at c****************** and we will be happy to discuss the situation further. 

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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.

  Great Plains sends me spam emails which include an "Unsubscribe" link in them. Going to the link requires logging into the account, and after being logged in, you can't unsubscribe from the emails because they require that you remain subscribed with an email. So this is a FAKE "unsubscribe" link within their commercial messages.
  
  The US’s CAN-SPAM law states clearly that you must include a clearly obvious way for subscribers to opt out of your commercial messages: Tell recipients how to opt out of receiving future email from you. Your message must include a clear and conspicuous explanation of how the recipient can opt out of getting email from you in the future. Craft the notice in a way that’s easy for an ordinary person to recognize, read, and understand. Creative use of type size, color, and location can improve clarity. Give a return email address or another easy Internet-based way to allow people to communicate their choice to you. You may create a menu to allow a recipient to opt out of certain types of messages, but you must include the option to stop all commercial messages from you. Make sure your spam filter doesn’t block these opt-out requests.

  

  Business Response

  Date: 11/18/2024

  Good morning, please see the response attached. Thank you - ******** **************

  Customer Answer

  Date: 11/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Unsubscribe link present in emails for which I receive paper notification still does not let me unsubscribe.

  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 11/26/2024

  This is in response to BBB Complaint # ******** ******* *******
  
  Our bill notifications email messages comply with applicable law. Please contact us at
  888.343.8014 for assistance and we will be more than happy to walk you through the
  process of unsubscribing from account notifications.
  
  Sincerely,
  
  ******** **************
  Director Customer Service
  Great Plains Communications, LLC
  **************
  *******************
  
  
  
  ************ * *********
  

• Initial Complaint

  Date:06/04/2024

  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.

  I cancelled service on 5/3/2024 which is 4 days into the billing month. I just got a final bill today with a $20 late fee that Great Plains said is because I didn’t pay the $4.86 by the 21 May. How can I pay a bill I didn’t get until today.

  

  Business Response

  Date: 06/07/2024

  This is in
  response to BBB complaint #******** ****** *.
  
  *** *********
  cancelled services with Great Plains Communications at which time the final
  bill was sent. Our bills include pro-rations depending on the date of the
  disconnect. This is the case in this situation. In addition, due to the time we
  received the payment a late fee was assessed.
  We are able
  to remove the late fee from the account which leaves the final amount of $4.86
  due.
  
  For any
  additional questions, please contact our customer response center at
  ###-###-####.
  
  Sincerely,
  
  ******** **************
  Director Customer Service

  Customer Answer

  Date: 06/10/2024

  I never received a bill until the 1st of June i cancelled on the 3rd of may and never received a bill in the middle of these two dates. How do i know what to pay until i get a bill, and when i got it, it already had the late fee on the bill. I explained this on the phone with the support person at great plains and they were unwilling to do anything. I already paid the bill because i didnt want anymore late fees. This is very bad business practice. If needed i can pullup my online statements and show no bills in between these two dates. Originally i had auto pay setup so bills really didnt matter but when i called to cancel service i was told by the great plains representative the they needed to shut off that service. The money really means nothing to me the problem is the shady business practice. I know i am not the only one because my aunt was charged a late fee in January because it was too cold for your employees and you didnt process her check until the week after it was due and she mailed it two weeks prior to it being due. Also i see you credited me back but what good does that do when I dont have service with you anymore. Maybe i should charge a late fee for my late fee i didnt owe. 

• Initial Complaint

  Date:08/31/2022

  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.

  DO NOT SUSCRIBE TO THIS SERVISE. I had my service shut off in the middle of the night without any warning due to a billing issue caused by the recent merger with *****************. From the day I began service I was enrolled into the autopay future. Three months into my service I noticed a drastic decrease in speed witch triggered a call from me to the provider who explained that I have been throttled because my account was three months past due. I paid the balance in full right then and there and reenrolled into the autopay future and was assured that the payment would be deducted monthly moving forward. Another three months later, My service was suddenly disconnected completely without notice. I tried to call ****************** without success and eventually learned that ****************** was recently acquired by Great Planes Communications along with my service agreement, however, my autopay information was not transferred. Again, I found myself facing a rather steep bill and my service was completely disconnected. My service was disconnected and was not able to be restored for several days causing significant financial loss for me. All of this was at no fault of my own and could have been easily avoided. Instead of taking responsibility for their faults, they blamed me for not noticing the deductions weren't hitting my account, then tried to convince me that waiving the $*** in late fees was more than enough to commentate. Switching to ********** witch is a cheaper and faster option in my area.
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 8, 2022/09/12) */
  This is in response to Case ID *********: Christopher ******
  
  At this time, the customer's services have been disconnected due to failed payment.
  
  Great Plains Communications has contacted the customer to explain billing and payment options. We also send periodic notices to our customers to inform them of the required process for registering for online bill pay. We have offered to waive fees for this customer related to this incident, and we are willing to discuss billing and payment options again with this customer, if desired.
  
  At this time, Great Plains Communications does not see any open trouble tickets for this customer. We encourage customers to report any troubles with services so that we can troubleshoot by calling ************ option *. Our customer service technicians are available 24/7 to troubleshoot.