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:12/13/2023

  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.

  Suite Solutions has owed me a $63.95 refund since August 2023. Their services were terminated by my
  condo complex and this is my credit balance. After several phone calls, I was told a check was mailed on 10/27/23. To date, no check
  has been received nor has it been returned or cashed. I was told that they cannot
  cancel or re-issue checks unless the original has been
  returned. I find this ludicrous.
  The post office says there have been no issues with mail delivery in my complex and no mail from Suite Solutions has shown up in my Informed Delivery mail preview. I checked BBB and there are many complaints against this company including complaints on refunds.

  Business Response

  Date: 12/13/2023

  Thank you for reaching out to us and for bringing this matter to our attention through the Better Business Bureau.

  
  We sincerely apologize for the inconvenience and frustration you've experienced regarding the refund of $63.95. We understand the importance of timely and accurate refunds, and we regret that our service did not meet your expectations in this instance.

  
  Upon reviewing your case, it appears that the initial refund check we issued on October 27, 2023, has not reached you. We acknowledge your concerns regarding the delay and the difficulties you've faced in this matter.

  
  To address this issue, we have voided the original check through our third-party processor. We have also initiated the process to reissue a new check to you. Please expect to receive this check within the next 10-14 days. We are taking this matter seriously and are working diligently to ensure that you receive your refund as promptly as possible.

  
  We value our customers and strive to provide excellent service. We regret any inconvenience this situation has caused and are committed to resolving it to your satisfaction. Please feel free to contact us if you have any further questions or need additional assistance.

  
  Thank you for your patience and understanding in this matter.

  Customer Answer

  Date: 12/14/2023

  
  
  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:11/09/2023

  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.

  I disconnected my service with Suite Solutions on Aug. 4, 2023 because my condo complex discontinued the contract with this company. I was told that I needed to return all equipment to the leasing office for pickup. I returned 1 DVR, 2 Hoppers, 3 remotes, and all of the cords, etc. in a box with my name on it, which was placed on a shelf in a storage closet. On Aug. 18, talked to a company rep who said they received everything and it appeared that they owed me $26. On Sept. 3 I received an email stating that I owed them $126.30. When I called on Sept. 4 I was told it was for a Hopper that wasn't turned in. I told them that I had returned everything and did not have any equipment. Was told that they would check with the technician because sometimes they forget to turn all of the equipment in and that it could still be in their vehicle. They would also have him go to the leasing office. I explained to the rep that I wasn't going to pay for something that I didn't have, and something that no longer works because everything has been disconnected. She said she understood and would work to get it resolved. Sept. 7 talked to the leasing office and they said that there was still equipment in their office because the tech never came back to pick it up, and that it's Suite Solutions responsibility to secure their equipment and not the residents. When asked why the company didn't pickup from each resident, was told Suite Solutions refused. Oct. 3 received another bill for $126.30, called Oct. 4 and asked to have a supervisor call me back. Nov. 3 received another bill, but no call from a supervisor. Nov. 8 called the company and after 15 min. on hold was able to talk to Kim, the supervisor. Explained my situation and that I didn't have any equipment and shouldn't have to pay for their internal error. She said there was nothing she could do and that I still owed the balance. I want them to drop this charge and show a zero balance ASAP!

  Business Response

  Date: 11/20/2023

  We have received your complaint filed with the Better
  Business Bureau regarding the charge for unreturned equipment, and we sincerely
  apologize for any inconvenience this situation may have caused.
  
  Upon reviewing your account and the details of your
  interactions with our team, we understand that there was a discrepancy
  concerning the returned equipment. We take full responsibility for the
  oversight and any miscommunication that occurred as a result.
  
  After a thorough investigation, we were unable to locate the
  missing equipment. However, we value your business and the trust you have
  placed in us. As such, we have taken the necessary steps to remove the
  equipment from your account and have processed a refund.
  
  We assure you that no outstanding balance exists on your
  account, and you should receive confirmation showing a zero balance. If this
  has not reached you yet, please contact us directly, and we will provide the
  necessary documentation.
  
  We appreciate your patience and understanding as we worked
  to resolve this matter. Suite Solutions is committed to providing exceptional
  service and support, and we regret any instance where we fall short. Your
  feedback is crucial in helping us improve our processes.
  
  If there are any further issues or if you need additional
  assistance, please do not hesitate to reach out.
  
  Thank you for bringing this matter to our attention, and
  once again, we apologize for any stress or inconvenience this situation may
  have caused.

  Customer Answer

  Date: 11/21/2023

  
  
  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:06/12/2023

  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.

  This is by far the worst company you could ever think about doing business with. And im not just speaking about internet providers, I mean any company you could ever think about having business with. They have the most unprofessional, uneducated, and untrained customer service you will ever experience. My internet is also out right now with absolutely no explanation. They dont even have a 24 hour line available to troubleshoot the issue. Some lady answered an "out of office hours" line to take down my name and number so that someone can call me at 8 am when the "office" opens. What kind of compamy is this. I did not choose this provider, it was forced upon me by my apartment complex. If you are looking for a place to live and you are required to sogn up for this ISP, please choose to live somewhere else. Yes it is that important. They dont care about their customers. They never have good information for you. You wont get the truth about what is going on with the service. No one has straight answers. Please just save yourselves and never NEVER EVER do business with them!!!!!!!!

  Business Response

  Date: 06/21/2023

  We sincerely apologize for the negative experience you have
  had with our company, and we appreciate you bringing this matter to our
  attention. We understand your frustration with the service issues you
  encountered and the perceived lack of professionalism and efficiency from our
  customer service team.
  
  First and foremost, we want to assure you that providing a
  high level of customer satisfaction is of utmost importance to us. We deeply
  regret that we fell short of meeting your expectations in this instance. We are
  committed to resolving the issue you are facing with your internet service as
  quickly and efficiently as possible.
  
  Regarding the availability of our customer service lines, we
  apologize for any inconvenience caused by the limited support outside of
  regular business hours, (12am-8am). We understand the importance of having
  timely assistance when problems arise, and we are actively working to improve
  our support coverage to better accommodate our customers' needs.
  
  We did reach out to you on June 11,2023 via phone regarding
  your issue. We have not heard back. We would like to rectify the situation and
  address your specific internet service issue promptly. In order to assist you
  further, we kindly request that you contact our customer service at
  1-866-859-8686 or email [email protected]
  
  Once again, we apologize for any inconvenience and
  frustration caused. We appreciate your understanding and the opportunity to
  make things right. 

• Initial Complaint

  Date:06/12/2023

  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.

  I am not typically one to file complaints but I am at the end of my rope with suite solutions. I moved at the beginning of June 2023, and called Suite Solutions about a month or more in advance. I was told that my last bill would be on the 21st of May, and it would be a prorated amount of $26.36. I even called to confirm again ahead of the 21st to make sure they had me scheduled for disconnection and the correct amount for payment. Then on the 21st, I am charged the full bill of 60.58. I call once again and I’m told that they can’t refund me until my router has been received. When I ask why I am given the reason that it is to make sure they get their device back. However that makes no sense as they charged me the incorrect amount to begin with. Im told that once it’s received I’ll get my refund within 5-7 days. Then I call back a week or two later to see if they have received my device and I’m told that it will take 10 week now for me to get my refund. This company is holding hostage my money that they incorrectly charged me and I have pretty low hopes of getting it back at this point. If you have any other options please choose a different provider.

  Business Response

  Date: 06/21/2023

  We apologize for any inconvenience this has caused. Our CSRs did show the equipment on the account which caused a delay in your refund. The equipment has marked recovered and the refund has been processed to your card. If you have any questions or concerns, please contact us at 1-************. 

• Initial Complaint

  Date:03/15/2023

  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.

  I had internet at ********** Apartments in Lexington KY. Services were canceled May 28th of 2022, was advised to leave the modem with the leasing office. It was dropped off and I paid the last bill. Never heard anything after. 10 months later I receive a two bills in the mail stating there is a $30 previous Balance, 02/01/2023 Wireless Modem Rental $149.99, 01/13 Unreturned Modem $149.99, total $279.54 due and another bill for 03/01 previous balance $129.99, 03/01 modem rental $149/99, total due $279.54. Called Suite Solutions and was told the modem was not returned and I needed to call the leasing office. Called ********** leasing office, was told they put them in a box to be picked up by Suite Solutions that they couldn't help due to how long ago it happened and to take it up with Suite. Called them again and was told even though I dropped it off with the leasing office, I was still being charged until it is returned and to talk to the leasing office. Called the leasing office again, they said they didn't lose the modem and would reach out to Suite solutions to get an answer. So according to Suite Solutions I did what I was suppose to do, but getting punished by being charged for something that happened almost a year ago. At this time, neither Suite Solutions nor ********** can give me an answer on how to resolve the issue.

  Business Response

  Date: 03/28/2023

  We apologize for any inconvenience this may have caused. We have removed the modem charges from the account and we are currently reviewing the equipment return process in the area to ensure all equipment is properly removed from an account when returned to a leasing office. Again we apologize for any inconvenience. If you have any questions please contact us at 1-866-859-8686. 

• Initial Complaint

  Date:11/09/2022

  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.

  Callled the company at 1:45am due to internet being down, as usual. There’s always an issue with this place and I’m sure they’ll find a way to blame it on someone else. No troubleshooting or any other help available. Have a paper for class due in 2 days, now have to try to figure out how to do it at work. No apology or nothing. Trash service. No customer service training. No help. Can’t wait to move from my complex just so I can get better internet service!

• Initial Complaint

  Date:10/13/2022

  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.

  Have been a customer with this ISP for 2 years.. Throughout our time with them, we've had consistent network issues, packet loss, and "Modem Update" issues. This resulted in Suite Solutions having several house calls to attempt to troubleshoot and resolve the issue. They did credit us for a couple of months as they were working on it.
  However, the crediting came to an end, but the issues did not. Though I am not working remotely as often as before, I still experience connection issues every time I do.
  
  If you are expecting to set aside any time for streaming, videos, gaming, or remote work, look elsewhere (if you're able).