Complaints

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

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  Firstlight

  41 State St # 10 Albany, NY 12207-2843

• 

  Firstlight

  7890 Lehigh Crossing Victor, NY 14564

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:09/27/2023

  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.

  On 9/26/23, at 9 am we reported issues with our multiple phone lines. There is so much static on the line, that we cannot use these phone lines. Total of 6 lines coming into our building. We called again 4 pm on 9/26/23, no update. Called 11 am on 9/27/23, no updated. Called again 4 pm on 9/27/23, still not update.
  
  We are potentially losing sales and customer good will from the lack of repair / response from First Light.

  Business Response

  Date: 10/13/2023

  A trouble ticket for this issue was opened on 9/26/2023 by our repair center which was identified as being a part of a larger ticket with an upstream event.  The issue was resolved on 9/28/2023 and communication was given to the customer in regard to.

• Initial Complaint

  Date:04/19/2023

  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.

  FirstLight is my landline telephone service provider, for both my business and home lines. I received no statements for my home line (acc't #******) from 5/2021-10/2022. Coincidentally, that line went dead at the same time, and I assumed FirstLight knew the line was not in use. A neighbor assisted me in locating a short in the line in 9/2022. When I received the first statement, in 10/2022, it was for for over $ 370.00, to which I objected. Attached you will find the correspondence between me and FirstLight. FirstLight claimed the problem was that I had not registered for online billing; I NEVER use online billing, and this does not address the issue that I received NO statements in any format for 16 months. Since I also had no active use of that line, and no notice for the duration of the hiatus that I owed a balance, this feels extortionate to me. FirstLite threatened to report my delinquency to the credit bureau; despite the dispute, they did that, and my excellent credit score dropped 100 points. Now, they are threatening to do so again. FirstLight has taken no responsibility for failing to send any billing statements whatever for 16 months,, and now they claim a balance of $ 450.00+. . I don't feel I owe this amount, for no service and no notice. Can you help?

  Business Response

  Date: 04/25/2023

  On 5/12/2021 we received an email request via our website from this consumer requesting to have the delivery of the monthly invoice from paper/mailed to electronic delivery.  FLF had recently added a fee to receive a paper invoice and customers could opt out of that fee by changing the delivery of the invoice to electronic delivery.  Upon receipt of that request Customer Service sent an email to the consumer with the directions on how to register and log in to the online bill portal as the invoices would now be delivered electronically.  Due to the fact that the consumer never register for the online bill delivery and invoices were changed from being mailed to electronic delivery the consumer did not receive any invoices from June 2021 until August of 2022 when the collections dept. sent communication as the account was past due.  It was explained to the consumer that due to the fact that registration for the online portal was never implemented they did not view them as they were housed on the online portal.  The customer at that time stated that she wanted to return to paper / mailed delivery.  Thus paper / mailed invoices resumed.  In August of 2021 3 months after the customer requested to go to paperless billing a trouble ticket was logged stating no dial tone on the line.  The trouble resided with the customer's inside wiring and had no impact on the billing. 

  Customer Answer

  Date: 04/28/2023

  My complaint seems to boil down to this:  I have received no billing statements for a period of over 15 months, either electronically or by printed mail. During the duration of that entire time I was not made aware of the balance due on this account through any medium, electronic, postal, or even by telephone since this company is indeed my telephone provider and knew how to reach me. It seems there is no protection from the company choosing to notify a customer, or not, of any amount due. I not only have no documentation of how this amount progressively accrued to such a large amount, but am yet assessed interest for a balance of which I was unaware. First Light acknowledges they did not send notices/invoices to me over those fifteen months. But is not First Light responsible for the consequences of such billing practice which can cause hardship? Rather, they have threatened my credit rating substantially, and are threatening to do so again. Despite the matter being in dispute, First Light can exercise bullying tactics to force a customer, in this case me, to comply with their demand just because they can. Why?This seems to me to be extremely poor business practice, for which I thought the role of the BBB is to provide oversight and protection. Perhaps you can clarify this for me.

  Business Response

  Date: 04/28/2023

  At this point there has been no impact on the customer's credit rating.  This is simply a past due balance.  Our collections team is open to negotiating with the customer.