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:07/03/2025

  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.

  Dropped service with out refund

  Business Response

  Date: 07/07/2025

  We have not record of the client canceling services. Please confirm that is is the customer request. Billing 

• Initial Complaint

  Date:10/17/2024

  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 have not had any internet service since Sept 24, 2024. I went to the office after making repeated calls which they never returned w/ answers. No one was in the office. No answer when I knocked on the office door. I have reported issues to local police dept. Even the land lord of office building that houses the office of Clarity Connect does not have an up to date phone/contact number or information, I have been told.    We have been faithful in paying for your service for 12 years, since 2012.

  Business Response

  Date: 10/17/2024

  The customer still has service and shows active, If they wish to cancel service we need that in an email from the customer.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My internet has been down for about a Month. I've called over 10x and left messages. I've sent over 5 emails, and stopped by their office on three occasions to find no one there.
  I need answers.
  I need my internet to work.
  I'm a professor and I'm 3 weeks into my semester with no internet.
  My daughter is in her senior year of high school without Internet!!
  I need a resolution ASAP
  Long time customer over 5 years!

• Initial Complaint

  Date:08/22/2024

  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.

  During the last week of June 2024 into the first week of July 2024, and again beginning on August 17th, 2024 to today, our business has been without internet services. Numerous phone calls have been made to the business, messages left, but no response/return call. We have also visited their listed business address and no one is there, their office is a ghost town. We are a camp and retreat ministry and thus regulated to maintain a fire alarm system on site for the safety of guests, youth campers, and staff living on site. Our current monitoring system is linked to emergency services via Voip phones. The phones DO NOT work because of NO internet. Should a fire break out in any of our buildings, the protocol is that our monitoring system is alerted and in turns contacts emergency service. I stress - without internet services this system DOES not work and puts our site, guests, minor campers, and staff at risk, which Clarity Connect will be held responsible.

  Business Response

  Date: 09/18/2024

  we were not abel t opinpoint/resolve issue.  Customer cancelled.  We have cancelled service and removed open balance.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair 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.

  Marketplace relationship:
  On on 6/4/24 we paid $599.88 to Clarify Connect (200 Pleasant Grove Road Ithaca NY 14850, ###-###-####, ****************) for a year of wireless internet service at our rural residence from 6/18/2024 to 6/17/2025.
  
  Issue:
  We have been without internet for the past two weeks, 7/20-8/3/24. During this time we have called and emailed (9am-5pm, Monday - Friday, the hours of operation published on website) nearly daily and not received any response. We visited the office on Pleasant Grove Road during the hours of operation and found it empty and locked. We have paid for service and are not receiving any service.
  
  Remedy Sought:
  We are requesting an immediate cancelation of our service as of today and a refund for the portion of the year remaining. We have only used two months of service, and have 10 months remaining. We would like a refund in the amount of $499.90 ( 10/12th's of $599.88) as soon as possible.

  Business Response

  Date: 08/05/2024

  We have been working on equipment failures from the storms last month.We have credited the customer for the service time that we did not have service.

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (cancellation and refund as requested) is satisfactory to me. 
  
  
  
  Regards,
  
  
  ****** ****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/01/2024

  Type:Product 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.

  Prepaid for a year of service, service is spotty, we are with another provider. Request refund for remaining year.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid Clarity Connect (hereafter referred to as CC) to register my domain name *****************), a domain that I established in 1999, with the registry company ************ They accepted payment and failed to register the domain in a timely fashion resulting in the domain being taken by another person.
  
  I have attempted dozens of times to speak with someone at the company and no one answers (only a recorded voice, and I receive no call back.
  
  I received one email from a "Tina M****" offering me $500.00 which is inadequate since ******* wants $2,200.00 to purchase the domain name.

  Business Response

  Date: 05/02/2024

  We are waiting to hear from the customer. *** was late in paying his bill  from us so the domain name went back to ** ******We have been trying to work with ***. We have requested email as to what he wants to do. Does he want to pay for the retrieval of his domain. Our department did post a check form ***, but it is insufficient to cover the retrieval of the domain name. Invoiced on 11/2/2023  for service the time starting 11/27/2023, *** did not respond even after we sent the past due notice. Svc ***** Domain Registration: **************** *********** We emailed him a past due notice on Dec 1st.- *** did not pay his invoice. On Dec 19 2023 *** paid but not enough to buy the domain. If he would like the $35.00 back we would send him a check. Or he can pay the additional totaling $2,000 to again own the domain. It was/is his responsibility to pay an invoice on time.  Billing- 

  Customer Answer

  Date: 05/06/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
  I have attached my detailed response to the matter.  Please advise that you are in receipt of the attached pdf. 
  
  Regards, 
  
  ******* ****

• Initial Complaint

  Date:01/18/2024

  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.

  Clarity Connect is an internet service provider. We own a business and have been without **** for a week. I have called their office everyday during business hours per their voicemail (9am-5pm, Monday - Friday) and and left multiple messages with no call back. No one answers the phone, or returns calls. We have paid for internet service, and are not receiving internet.

  Business Response

  Date: 02/05/2024

  The  statement "we have paid for internet service and are not receiving internet  " is inaccurate; we do NOT provider their internet service, they receive that through ******** direct (to my understanding have bundle with TV). We do service support for their **** access,  the service maintenance contract is  past due.  There is also balance owed for equipment replacement done in April 2022.  The past due account is main reason why  they received slower response time.   We still contacted and agreed to set up service call for client because they have been long term client (see email communication below)   We offered first appointment 1/25/2024.  ******* requested 1/26/2024 so she could be there.   Note, we have never turned client into collections and have made other services calls despite the account consistently being past due.  Our tech arrived on time 1/26/2024; found a piece of their access equipment had gotten wet causing the **** failure.   Given circumstances; we did try to be accommodating. Please feel free to contact us with any questions or should you need anything further.    From: **** ***** ***************************>Subject: Re: ******* *** ***** - NO INTERNET SERVICEDate: January 24, 2024 at 5:19:39 PM EST*** ******* ***** ****************************** ******************* ******** <*******************************>Hello,We apologize for the delay in responding. Have you rebooted the equipment?  We show our technicians walked you/someone how to do back in January 2022.  I believe there is computer @ or near front desk that is setup as the main hub for the **** devices.   The $115/mo is for ******* *********** support rather than Internet service.  We understand the description would be confusing and will work on getting better described going forward.  The service changed back in April 2022.  If the service is out through the entire hotel; it may be issue with your ******** service rather than equipment we support for your connection. We have scheduled a service call for tomorrow morning with arrival window of 11A-1PM.  If it is issue with our equipment covered through your support charge our technician should able to resolve.  IF it is issue with your ******** service, they will be limited on what they can do.  The service is currently past due;  it appears a payment was missed between September 2022 and February 2023.  We post payments to oldest invoices first.  I have listed breakdown of payments and how applied below.  If you show additional cleared payments to Clarity Connect during times listed below, please forward to us for review. Regards* **** ***** ************************************ **   **** $345.00 Applied to 5/31/2022-8/30/202209/30/2022 CK   **** $345.00 Applied to 8/31/2022-11/30/202202/20/2023 CK ***** $345.00 Applied to 12/01/2022-02/28/202305/18/2023 CK ***** $345.00 Applied to 03/01/2023-05/30/202310/04/2023 CK ***** $345.00 Applied to 05/31/2023-08/30/202311/21/2023 CK ***** $345.00 Applied to 08/31/2023-11/30/2023 Invoice ******* covering 12/01/2023-02/28/2024 service remains open      From* ******* ***** ***************************    Subject: ******* *** ***** - NO INTERNET SERVICE    Date: January 24, 2024 at 3:50:37 PM EST    To: "**************************" <***************************    Hello,    I am reaching out from ******* *** ***** in Ithaca, NY. We have been trying to contact Clarity Connect for over 2 weeks, our business has been without **** for this time. This has been extremely unprofessional and we are very disappointed with this service.     We have paid for **** services through February, expecting a service that aligns with the terms of our agreement. As a paying customer, we demand a prompt and efficient resolution to this matter. The lack of communication within a reasonable timeframe is utterly unacceptable, and the tangible losses we have suffered, including customers and business opportunities, are entirely attributable to your company's failure to deliver on its commitments..     This is a formal notice: if Clarity Connect does not initiate contact with us and address this issue by the end of this week, we will have no choice but to pursue legal action to recover our losses.    Please contact us at ************ or ************.    ******* *****    ******* *** 

• Initial Complaint

  Date:01/04/2024

  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 would like to set up new service with this company and I have been calling, emailing and filling out service requests almost daily for two weeks. I went to their office and the office hours said they were open and no one was there and the door was locked. This is the only service provider that comes to my house so I would like to be contacted back and set up internet as soon as possible.

  Business Response

  Date: 02/05/2024

  We were able to get the client set up with service 01/24/2024.  It was more of delayed response than we would have normally; unfortunately we had some storm damage outages that took priority.  

• Initial Complaint

  Date:10/01/2023

  Type:Product 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.

  I emailed customer service requesting immediate cancelation of my account due to disatisfaction with the internet service and requested a refund of the "month ahead" I'd already paid.
  
  I was told I cannot cancel my account until I remove their equipment (antenna) from my 2 story roof and drop it off in their hallway.
  
  I am physically unable to do this and do not have such a tall ladder anyway. They have not responded to my email, have not disconnected the service, nor refunded my money.
  
  I feel installing equipment in high places and requiring customers to remove it themselves before processing a cancelation request is a predatory business practice that targets disabled and elderly people.
  
  I am IRATE and advocating for others!

  Business Response

  Date: 10/02/2023

  Billing

  Customer Answer

  Date: 10/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Their response was the single word "billing." I have no idea what this means. The service still has not been canceled. O 
  
  Regards, 
  
  ********* ******

  Business Response

  Date: 10/04/2023

  We have cancelled the service as requested.  We always request the antenna and power source be returned.  If you can not access or unable to do so, we mark in account.  We would and did not penalize your account for not returning.  We, like many companies, do require 30 day written cancellation notice.  It looks like we received your request to cancel on or about 9/22/2023.  The last payment we received was 9/5/2023.  We have closed out your account and appreciate your past business.

  Customer Answer

  Date: 10/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  Thank you! 
  Regards, 
  
  ********* ******