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:04/14/2025

  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.

  Since initiating my service with Suite Soultion in July of 2024, I have been incorrectly charged $5.00 per month for paper billing. However, I have been enrolled in paperless billing since November 2024 I reviewed my account settings and confirmed that I opted for online statements and have been receiving my billing statements via email. I contacted customer service to dispute these charges, and they refused to investigate or offer a refund for the months that their systems incorrectly charged. I believe that this is an unfair billing practice and a failure to honor their own billing practice. I am requesting a refund of $25 for the incorrect charges.

  Business Response

  Date: 04/14/2025

  After reviewing the customers account history, we have confirmed that Ms. ****** was charged a monthly fee for paper billing while her account was updated to paperless billing in November 2024. We sincerely apologize for this oversight. As a resolution,we have applied a total credit of $35.00 to Ms. ******* account.We have also reviewed and updated our internal processes to help prevent similar issues from occurring in the future. Our team appreciates Ms. ****** bringing this matter to our attention.

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:10/21/2024

  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.

  Suite Solutions was the internet service provider we had to subscribe to when we rented an apartment at ******* *********, Terre Haute, IN. There was a storm on the 25th of June,2024 and we lost internet service. We waited for like 2 weeks and they kept telling us they were waiting for **** ****** to restore power to their site, for us to get the internet back. We had to get another internet service connection, yet Suite Solutions billed our account. So I called them and asked for a refund and a closure of my account but they insisted they could only do that if the account remained active. So I told them to close my account right after my refund. They refunded and did not close the account.Now I keep getting bill from them though I do not use their service anymore. I called them and reported that but they insist I have to pay the bills which I did not get service for. They did not even call me to inform me when the service was restored. They told me I was supposed to keep calling them to check if the service was back and to instruct them to close the account when I already did that. I want a resolution to this and why I am getting a bill for a service I asked them to cancel.

  Business Response

  Date: 11/14/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the service interruption and for any misunderstandings regarding your account status. As you mentioned, the storm on June 25, 2024, caused significant damage in ***** *****, including a power outage at our equipment room for ******* *********. Unfortunately, the extensive repairs and rebuilding required at the affected facility delayed **** ******** ability to restore power, resulting in a longer-than-anticipated disruption of service. Regarding your account, I can confirm that you received a credit of $71.99 on July 30, 2024. When you called on August 20, 2024, to cancel the service, we informed you of an outstanding balance of $53.20. This balance resulted from a credit card dispute filed on a payment made on July 7, 2024. While we processed the initial credit, the disputed amount created a remaining balance on your account. Please note that your account is confirmed closed. However, the outstanding balance of $53.20 remains due and will need to be paid to fully resolve the account. Please feel free to reach out to us at 1-866-859-8686 if you have any additional questions.
  

• Initial Complaint

  Date:10/10/2024

  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 moved out and stopped using suite solutions in June, 2024. On the last day of our lease at the apartment, I turned in our modems, receivers, and all equipment to the apartment office. I just got a bill for $1440 charging me for all the equipment. This bill is not justified and i need my balance due to be $0

  Business Response

  Date: 10/10/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused regarding the equipment return and the associated billing. After a thorough review of your account, I can confirm that the equipment has been recovered, and the charges for the unreturned equipment have been removed. If there was an overpayment or balance on your account, we will process any applicable refunds promptly. If you have any further questions or concerns, feel free to reach out, and we will be happy to assist. 

  Customer Answer

  Date: 10/10/2024

   
  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,
  
  *** *******

• Initial Complaint

  Date:08/27/2024

  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.

  I moved into Grove Point Apartments in November of 2023 & was told Suite Solutions was the only internet provider in the area and I had to pay for home cable with my rent. Upon beginning my internet service I have service outages 10 days every month. I call and email the company and no responses. I pay for cable yet was told I needed to pay an additional fee to get the actual television service installed meanwhile the apartment complex says thats is not part of the contract, so Suite Solutions receives $49.99 for internet service monthly for 20 days of service & $25 a month for cable tv which has never even been installed. This company is not honest and taking advantage of people and seems to be in some kind of weird weird negotiations with Grove Point Apartments as this keeps continuing

  Business Response

  Date: 09/23/2024

  “We appreciate the opportunity to respond to the complaint submitted by Renee concerning her services at Grove Point Apartments.
  
   
  
  Upon review of her account and service history, we found inaccuracies in her claims. Specifically, Renee has contacted us once since her service was activated in November 2023, and that was regarding an issue caused by a damaged underground cable, which was promptly resolved. Her assertion that she experienced outages for “10 days every month” is unsubstantiated and is not supported with the facts of her service record. If there had been ongoing issues, we would have addressed them as we have done with all our customers.
  
   
  
  Regarding the cable TV service, it is important to clarify that this is a bulk service provided to the property. Renee declined to have the TV service installed when she initially set up her account in 2023. It is misleading for her to suggest that we have charged her for services she has never received, as she chose not to proceed with installation. Should she wish to use the service now, we invite her to contact us at 1-************ to schedule a free installation at her convenience.
  
   
  
  We take all customer concerns seriously, but we also want to be clear when claims are exaggerated or inaccurate. We remain committed to providing the highest level of service to all our customers.”
  
   

• Initial Complaint

  Date:08/23/2024

  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.

  Suite Solutions offers an internet plan called "Extreme 350" offering speeds of 350mbps. The internet NEVER reaches these speeds. The tech who has visited my apartment told me that the entire apartment property is on a 1 gb circuit and doesn't have capacity at peak hours to provide these speeds. My Internet repeatedly goes out and speeds are often significantly lower than advertised (ex: 21 mbps download currently). Suite Solutions has an exclusivity agreement with ******** Company preventing me from choosing another provider. My ask is that they either 1. Upgrade the circuit at the property so that the service they claim to provide and charge for is actually provided, or 2. Reduce the cost of the plan because the service is not being provided.

  Business Response

  Date: 08/23/2024

  Thank you for bringing your concerns to our attention. At Suite Solutions, we strive to provide reliable and high-speed internet service to all our customers, and we regret that your experience has not met your expectations.
  We understand that you are experiencing slower-than-advertised internet speeds and intermittent connectivity issues. We would like to clarify a few points based on the information provided:

  Network Capacity: We constantly monitor our network to ensure that it meets the needs of our customers, and we make adjustments as necessary to maintain optimal performance. While some adjustments and upgrades do take time to complete, please know that we are actively evaluating options to enhance the infrastructure at your property.

  Customer Equipment: Its important to note that the equipment used to access the internet can impact performance. You are currently using your own equipment, which might also influence the speed and stability of your connection. We recommend verifying that your equipment is compatible with our service and supports the speeds offered by the "Extreme 350" plan. Additionally, if you are connecting to a wireless network, we recommend accessing the 5GHz band, as it provides the fastest throughput and can significantly improve your internet experience.

  Promotional Offer: We have applied a 12-month promotional discount to your account. This adjustment reflects our commitment to providing value and addressing your concerns.
  

  Regarding your requests:
  Upgrading the Circuit: As mentioned earlier, we are exploring potential upgrades to the circuit serving your location. We will keep you informed of any developments in this area.
  Cost Reduction: The 12-month promotional discount applied to your account is intended to address your concerns about the cost of the plan relative to the service you are receiving.

  We appreciate your patience as we work to improve the service at your location. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.

  
  Thank you for choosing Suite Solutions.

• Initial Complaint

  Date:05/01/2024

  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.

  I moved to Grove Point Apartments back in 2019. The community itself is great. When I was told that the only carrier for internet was Suite Solutions I was upset, because I do not like having to not have a choice with what I want to purchase. Since 2019 I have made a call to your company almost every week for this terrible service. It is awful. I call and they say a tech will be out on XYZ date. Tech comes out and states that i really can’t do to much. I’ve repeatedly told them of my outages, high pings and etc. I have even offered to pay more money to get a faster service and was told they don’t offer it. This is a disgrace of a business. I am paying $68 dollars a month, when other reliable internet providers are in the area, but I can’t receive because of a contract. I have paid for the highest service and it feels like I’m getting 50mbps. On 4/22-4/30 I have made a call everyday because it goes out or we have an outage on the property. Their services are terrible and have yet to find the root to the issue. When they do fix it. It works for maybe a week or two then I’m back to having high ping issues. I have yet to be compensated for anything and currently still receiving the worst internet I have ever seen.

• Initial Complaint

  Date:04/12/2024

  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.

  Internet provider for which I pay 170.00 dollars monthly continually goes down. We get a recording that there is an outage in area but yet see no repair man. I would like to receive the Internet I pay for monthly for I work from home and my income depends on the Internet working. I pay 170.00 per month.

  Business Response

  Date: 04/29/2024

  We are writing in response to a complaint filed by Ms. *** ***** regarding service interruptions and concerns over billing. First and foremost, we wish to extend our sincerest apologies for any inconvenience Ms. ***** has experienced. At Suite Solutions, we strive to provide reliable and consistent services. 

  We acknowledge the intermittent outages affecting our customers in Midland, MI, including Ms. *****, on April 12th and 13th. These disruptions were due to unforeseen technical difficulties that impacted our service in this area. Our technical teams worked diligently to resolve the issue promptly and to minimize inconvenience to our valued customers.

  Regarding the concern about the billing amount, our records show that the monthly charge for Ms. *****’s internet service is $74.98 plus tax. We are concerned about the discrepancy in the amount mentioned ($170.00).  We encourage Ms. ***** to contact our billing department directly at 1-************, where our team will gladly assist in reviewing and adjusting her account as necessary.

  To address the inconvenience caused by the service interruptions, we have placed a credit on the account for her next bill. 

  Ms. *****, or any of our customers, can reach our Customer Service team at 1-************. Our team is eager to assist with any issues or concerns that may arise, ensuring a smooth and satisfactory service experience.

  Thank you for bringing this matter to our attention. We are committed to ensuring our customers receive the quality service they deserve, and we appreciate the opportunity to address and resolve any concerns our customers may have.

• Initial Complaint

  Date:01/31/2024

  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.

  On 1/15/2023, I setup internet service with Suite Solutions for my new apartment at The Marq Georgetown (they have contract). I paid a total of $86.92 for the service and installation. The installation was scheduled for 1/19/2023 between 4-6pm. I was moving up from Georgia that day and arranged my entire day to accommodate the installation. Around 6:10pm, I called Suite Solutions asking if anyone was coming, I was told no due to "road conditions." I was upset I never received a call but went ahead to schedule another installation date. I told the customer service representative, that I started a new job and could not be there before 5:30pm. She said no problem, placing a note in the appointment for the installation person to not come before 5:30pm and to give me a 15 minute call ahead. The installation date was scheduled for 1/22/2023 from 5:30-6pm. On 1/22/2023, I received a call from Suite Solutions around 4:15pm that the installation guy was there. I mentioned the issue that I could not be there before 5:30pm and that I did not receive a call ahead. She mentioned that she saw the notes but they cant guarantee that and I will be charged $25.00. I told her absolutely not, that I will be cancelling my service. She said ok, that I will be refunded for the entire $86.92. She also sent in a request for me to speak to management as they were not available at the time. On 1/29/2023, I called back as my refund had not been processed. I was told I would be refunded 86.92 minus the $25 dollar missed appointment fee. I stated that the customer service representative guaranteed me that I would not be and that there is a note concerning it on the appointment. I asked to speak to management again and they were unavailable. She sent another request for call back to management and I still have not heard from them. The calls are recorded. I sent an email to them and have yet to get a response. I just want my refund of $86.92. As of 1/31/2023 @ 11:07am, I have received no refund.

  Business Response

  Date: 02/16/2024

  First and foremost, we want to extend our sincerest apologies for the inconvenience and frustration you have experienced with Suite Solutions. Your feedback has been received with the utmost seriousness, and we have taken immediate action to address the issues outlined in your complaint.
  
  Upon reviewing your account and the details of your interactions with us, we acknowledge that the service provided did not meet the high standards we set for ourselves or the expectations you rightly have as a customer. Specifically, we recognize that our communication and scheduling for the installation of your internet service fell short, causing unnecessary stress and inconvenience during your move and transition to a new job.
  
  We understand that trust is built on actions, not just words. Therefore, as a gesture of our commitment to rectify this situation and restore your confidence in our services, we have taken the following actions:
  
  Missed Appointment Fee: We have removed the $25 missed appointment fee from your account.
  Full Refund Issued: A full credit of $86.92 has been issued back to your credit card. This refund reflects the total amount paid for the service and installation that was not completed as scheduled.
  
  Our team strives to ensure that every customer interaction is positive and that our services are delivered efficiently and effectively. It's clear that we missed the mark in your case, and for that, we are truly sorry.
  
  Additionally, we are reviewing our internal processes, especially regarding communication and scheduling, to prevent such issues from occurring in the future. Your experience has highlighted areas where we can improve, and we are committed to making those improvements.
  
  We hope that these actions demonstrate our dedication to customer satisfaction and our willingness to take responsibility when we fall short. While we regret that your initial experience with Suite Solutions was not as expected, we would welcome the opportunity to serve you again in the future, should you choose to give us that chance.
  
  Thank you for bringing this matter to our attention, and again, we apologize for any inconvenience we have caused. If there are any further concerns or feedback you would like to share, or if there is anything more we can do to assist you, please do not hesitate to reach out to us at 1-************

• Initial Complaint

  Date:01/03/2024

  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 am writing to express my dissatisfaction with the quality of service I have received from Suite Solutions, my internet service provider. As a customer, I expect reliable and consistent internet service, especially considering the promises made by Suite Solutions regarding the quality of their service. Unfortunately, my recent experiences have been far from satisfactory, and I find it necessary to bring these issues to your attention.
  
  I have beeb a customer of Suite Solutions for approximately 6 months and I have paid full rate each month regardless of the days that the internet does not work properly. I operate a marketing agency from my home, and the reliability of my internet connection is crucial to the success of my business. I have been facing persistent issues with my internet connection, adversely affecting my workflow and causing significant disruptions to my business operations.
  
  The problems I have encountered include inconsistent internet service on the following dates: 12/25, 12/30, 12/31, and today, Jan 2, 2024. These disruptions have had a direct impact on my ability to conduct important Zoom meetings and complete critical tasks, resulting in tangible losses for my business. Today I spoke to call center supervisor *** (refused to provide her last name), ID# **** who like the first individual didn't seem to care or be willing to issue a refund.
  
  I understand that technical issues may arise from time to time, but what is even more disheartening is the lack of responsiveness and assistance I encountered when I attempted to address these concerns with your customer support team. I called your customer service line today, Jan 2, 2024, as soon as possible, and spoke with an individual who, regrettably, demonstrated no interest in resolving my issue or providing any form of compensation for the days when the internet did not function properly.
  
  In light of the aforementioned issues, I am formally requesting the following:
  
  A thorough investigation into the recurring issues with my internet service on the specified dates.
  A partial refund for the days when the internet service was inconsistent (12/25, 12/30, 12/31, and today).
  
  Assurance of prompt and effective resolution to prevent future disruptions to my internet service.
  I understand that technical challenges can occur, but as a paying customer, I expect a level of service that aligns with the promises made by Suite Solutions. I trust that you will address these concerns promptly and take the necessary steps to rectify the situation.
  
  I appreciate your immediate attention to this matter and expect a timely response. Please contact me at [Your Phone Number] or [Your Email Address] to discuss this matter further.
  
  Sincerely,

  Business Response

  Date: 01/11/2024

  We sincerely apologize for the inconvenience and disruption caused by the recent issues with your internet service. At Suite Solutions, we understand how crucial a reliable internet connection is, especially for your marketing agency operations.
  
  Upon reviewing your complaint, we acknowledge that the service interruptions on 12/25, 12/30, 12/31, and 01/02 have significantly impacted your business. We take such matters seriously and regret that our customer support did not meet your expectations.
  
  To address these issues, we have conducted a thorough investigation and identified the source of these disruptions. We have replaced the faulty equipment to prevent future occurrences and improve the consistency of your internet service.
  
  As a gesture of our commitment to rectifying this situation and acknowledging the inconvenience caused, we have applied a 50% discount on your current bill. We hope this action demonstrates our dedication to providing you with the service level you deserve.
  .
  We appreciate your feedback, as it helps us improve our services and customer experience. For any further questions or if you wish to discuss additional concerns, please feel free to contact us at **************.
  
  Thank you for your patience and understanding. We are committed to ensuring that your future experiences with Suite Solutions reflect the high standards we strive to uphold.

• Initial Complaint

  Date:12/27/2023

  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 called and ended service mid November and was informed I was paid through until December 10th and service would be discontinued on that date. On December 7th i noticed I had been charged again for another month of service. Upon noticing this I immediately called the company and was assured it was an error and a refund would be processed. I received a call back on the 13th of December assuring me my refund would arrive in 5-7 business days. I called back on the 22nd as I had not received a refund only to be told that my refund would not be sent until conditions previously unmentioned were met and it would arrive by mail as opposed to being returned to the account it was taken from.

  Business Response

  Date: 01/11/2024

  We apologize for the inconvenience caused by the billing error and the delay in your refund. We acknowledge the mistake and have taken steps to ensure it doesn't happen again. Your refund has been processed to the original card used for payment. You should see it in your account within 3-5 business days, depending on your card company's processing time. 

  We regret any frustration this situation may have caused and are here for any further assistance you might need.

  Customer Answer

  Date: 01/12/2024

  
  
  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,
  
  
  
  ******* ********