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:11/14/2022

  Type:Billing 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.

  We have struggled with our internet provided since we have installed his equipment. It drops with every bit of weather, etc. Today I reached out to ask that he disconnect my service this Thursday. He starts texting me and arguing about my decision. Then he brought politics into the conversation saying that it's "my tax dollars" that allowed me to get a better deal on my new internet provider. He was salty that I was switching and he would not drop the issue. I have the texts saved. He was very unprofessional. Then I was told my service would be discontinued Wednesday when I clearly stated my last day should be Thursday. The entire conversation was unprofessional and unsettling. Online it states that STI wireless charges $35 a month for 3Mbps and I have been being charged $80 a month for about 2 years. 

  Business Response

  Date: 11/28/2022

  [BBB Transcription via Email Attachment]

  11/23/2022
  Attn: ******** ******
  Complaint ID: ********, by ***** ****** concerning Billing or Collection Issues
  
  ***** has stated that ***** ********* (business owner) and I (****** *******, Office Staff) were
  unprofessional in our handling of her request to cancel service, and that we overcharged her for
  the service, and that the service never worked properly.
  I believe that those complaints are two separate issues. Let me address the quality of service
  and overcharging first. On our end, **** & ***** ******** internet connection was limited to a
  download speed of up to 12.5 Mbps, and a upload speed of up to 5 Mbps, and billed for $80.00
  per month. I have logs & records from the radio mounted at their home that prove that the
  service was consistent and reliable. The ******* had bandwidth available at those speeds for
  99% of the time. Any outages on our network were addressed immediately, and notifications
  sent to our customers. If it was caused by our equipment, ***** was quick to respond and
  repair/replace it, no matter the day or time. Those outages account for less than 10 hours over
  the last 2 years. Other outages beyond our control include an auto accident that took out a
  power pole, a power outage caused by lightning, and a fiber optic cable damaged by ODOT.
  Individually, ***** contacted us, as we require our customers to do, when she was having
  trouble. We responded to the texts quickly and resolved her issues within a few minutes. After
  going back through the text messages for the last 2 years, we notice that every complaint by her
  was resolved when she rebooted her own router. We do NOT maintain, service, or control
  customer routers. I have proven over and over that the service was provided, and their difficulty
  is their WiFi router.
  Those texts and device histories/logs can be provided upon request.
  Our Customer Agreement is enclosed at the end of this document. It outlines what can be
  expected of us, and what we expect of our customers. Every customer has a copy.
  The unprofessional conduct complaint is, in my opinion, the most troubling, and a
  miscommunication. She notified *****, by text, that her last day of service would be Thursday,
  11/17/22.
  Here is the transcript of that conversation:
  Mon, Nov 14, 8:42 AM
  *****: We are switching internet providers. We will need your service canceled this Thursday
  and you can retrieve your equipment at that time. Thanks
  *****: Were you having any problems we weren't aware of?
  
  ********* Technologies LLC
  dba GANDL Co. 419-675-2947
  PO Box 783 [email protected]
  Kenton, OH 43326
  
  2
  
  *****: All the time. Literally... all. The. Time
  *****: We paid 80 dollars per month for 3 mgs. We will get 100 mgs direct connect for 70. It
  isn't rocket science. We were getting ripped off.
  *****: If it's the company I suspect your tax dollars gave that company a million dollars last year
  per ***** ******, so yes, they can do things below cost.
  *****: I'll let them know you said so.
  *****: That's not a problem.
  They were awarded 3 million this year but lost it to Spectrum, who got 11 million of your tax
  dollars. We take no tax dollars.
  The 11 million was just Hardin county.
  That company does wireless too and we are at the same prices they are on wireless.
  *****: I need the address of your company to remit payment.
  *****: PO Box 783. Kenton Ohio 43326
  ******: *****, ***** said you have notified him to cancel your service on Thursday. Your last
  full day of service will be Wednesday, 11/16/22. The balance due on your account is $42.67.
  Please submit payment at your earliest convenience.
  (link to Gateway.beacon payments.com)
  *****: The last day of service I said would be Thursday. Not Wed. I am also reporting him to the
  BBB for arguing with me and bringing in his political views into his profession.
  ******: I misunderstood. Thank you. I can send you the updated balance.
  I'm also very sorry that you felt he was arguing. After communicating with him, I realized that his
  intention was to inform you, because we have had several customers leave & then come back
  because of the issues he mentioned. It's not politics, it's public record. I pray you have a blessed
  day.
  ******: I'm mailing out a statement of your account, for your records.
  The balance due for 17/30 days in November is $45.33.
  Thank you so much!
  -******
  
  ********* Technologies LLC
  dba GANDL Co. 419-675-2947
  PO Box 783 [email protected]
  Kenton, OH 43326
  
  3
  *****: Thank you for your past business. We strive to operate ethically and be responsive to
  problems. The last text I had was on July 11th regarding a fiber outage which took out several
  providers and Verizon, a situation out of our control. We regret that you feel like we rip
  customers off and always have problems. Those statements didn't start things off well, but we
  do appreciate your past business and will strive to continue to serve our customers well.
  
  *****: We were getting 3 mbps for 80 dollars a month. Your website advertises 35. Do you not
  see a problem with this?
  (link to https://stwireless.net/internet-pricing.php )
  ******: Your internet speed was set at a maximum of 12 Mbps for $80.00 a month.
  - I was unaware that you were having trouble. We need you to let us know when you are having
  trouble. We cannot fix what we don't know about. That is also listed on the website, along with
  troubleshooting help and directions for running a speed test correctly.
  - I have a history of your device statistics. If I can have a time/date & an idea of what you are
  seeing on your end, then I can figure out what is going on- just like I did in April this year when
  we figured out that it was your router that was not functioning properly.
  -To rebut your claim of 3 Mbps, I can see that the radio receiver at your house has moved 5-6
  Mbps almost constantly every evening. I'm not seeing any time that the capacity for your
  connection was less than 13-14 Mbps.
  I had no clue that you were having trouble and frustrated. I try to respond to trouble reports
  immediately, & am very upset that I couldn't help you because I didn't know. I'm sorry this has
  been so frustrating, and am always happy to help.
  -******
  
  Mon, Nov 14, 5:59 PM
  
  *****: You asked to be informed... internet not working. Does this at some point every night.
  Right now. Not working.
  ******: I'll log in and check. What error are you getting? Is it slow? Or connected, no internet?
  
  ********* Technologies LLC
  dba GANDL Co. 419-675-2947
  PO Box 783 [email protected]
  Kenton, OH 43326
  
  4
  
  *****: Loading. Not connected. No networks
  Sending pic
  
  ******: The 'network' your devices are referring to is your router.
  I'm still going to look to see what's going on in my network.
  *****: We reset and it's currently working. Thank you.
  ******: I can see a good amount of data going through. I can see that you rebooted your radio,
  but I can not see if you rebooted your WiFi router.
  For future reference, your devices call your WiFi router the "network" that they connect to. Your
  router is not part of my network. I can only see your radio and if it’s connected to a router
  inside.
  *****: Ok. Thank you
  ******: Happy to help!

  Customer Answer

  Date: 11/28/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******