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:12/10/2024

  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 run a mental health group practice that is located in an area where the only option for internet access was Hudson Valley Wireless. Throughout the two years that we have been customers that paid our bills on time every month, we had continual issues with their service being slow, lagging, dropping, with constant difficulty contacting them. They often stated that they were "closed" or would say that they would deal with the issue "at some point" and would give no anticipated date of resolution. On 11/28/24, our service dropped. We contacted HVW and did not receive a response until 11/30/24 at 4:15pm. They stated that "a sector has failed...currently do not have an ETA on repairs." When I let them know that I would be contacting the FCC to report these constant issues, Matt G**** identified himself by text and stated that he would be disconnecting our service immediately in retaliation. I received a notice of disconnect moments later. I implored them to give us a chance to at least explore other options, as we provide mental health therapy to many people by video and we rely on internet to run our business. They were not moved and did not restore service. Additionally, they chose to put their equipment at the top of an 80' silo and they are currently refusing to retrieve their equipment, stating that it is now our problem to remove and discard. This creates a safety issue for our clients and farm animals.

  Business Response

  Date: 01/08/2025

  We are writing in response to ******* *****'s complaint about Hudson Valley Wireless's internet service.Hudson Valley Wireless utilizes various technology types to serve rural areas. Most of our tower locations use carrier-grade microwave or fiber backhaul to provide reliable broadband through redundant data paths, UPS, and generator backup.Following our mission to provide access to unserved locations, we attempted to provide access to ** ******** *** ******* *****'s residence.Please note: The location was subscribed to a residential-class product, and we were unaware that the service was being shared with a Mental Health facility. Sharing or redistributing our services is unlawful and a clear violation of our terms of service. We initially provided service directly from one of our towers. However, a tree line obstructing the signal prevented us from meeting our standards. We then attempted a custom solution by installing a receiver dish at her landlord's property and relaying the signal to her home. Despite our efforts, the solution proved inadequate due to the increased bandwidth demands and equipment limitations.We regret that we were unable to meet the service expectations for this location. After thoroughly exploring all viable options, we informed ******* ***** of the limitations and recommended alternative providers better suited to her needs, such as ********, including a link to the New York State Broadband Map for further assistance.We have always prioritized transparency and customer satisfaction. Our team explained the situation and the reasons for discontinuing the service due to the equipment failure at the landlord’s relay location. The decision was communicated before the next billing cycle to prevent any unwarranted charges, and we attempted to apply a credit to the customer’s account for the outage.In summary, the lack of a stable signal and the challenges posed by the rural location led to our inability to deliver the desired level of service. We strive to provide reliable solutions, but in this case, our best efforts did not suffice, and we advised seeking service from an alternative provider.Thank you for your understanding. Please feel free to contact us if you require further information or clarification.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hudson Valley Wireless's version of events is entirely fabricated, but that is no longer a concern. They have repeatedly shown themselves to be unethical and unprofessional. While we are no longer interested in communicating with, or doing business with Hudson Valley Wireless in any way, we continue to have concerns.
  
  Hudson Valley Wireless continues to refuse to collect multiple pieces of heavy equipment that they chose put at the top of a silo on our property. This poses a health and safety risk and we do not have the ability to remove it. The equipment belonging to Hudson Valley Wireless needs to be removed by Hudson Valley Wireless.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/22/2025

  *******……If you are referring to the same equipment that was providing service to your home the entire time, you were an active customer.  It was not reported to be a health and safety hazard at that time, and it is unlikely the risk has elevated the moment we stopped providing service.  
  After careful consideration, we regret to inform you that we are unable to meet your specific demands. Please know this decision was not made lightly, and we genuinely tried to find a resolution that aligns with our policies and values.  We sometimes find that customers are a better fit with another service provider, and we wish you well.