Complaints

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• Initial Complaint

  Date:01/09/2023

  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.

  We are seniors and we need help, we need our internet for business and personal it's like air these days. I live in the *********** area in **************************** I live above the ****************** where 360 communications have its towers. I had to pay $360 for equipment and a $100 a month to get this service. I have had issues from the beginning. Any time i would contact support. They would tell me every time they are having issues. My service would not come up most of the time. They did change my router once, to then anytime I would contact 360 and ask for a Mgr. They would tell me someone would call, or I will give the owner the message. Then they said maybe it's the trees like after a year. They said they would get the crew that puts extended antenna call me. To. which I didn't get that call for over 2 weeks to me accepting the date to 360 calling back to cancel. I text that guy we had to wait for over two weeks and that was stupid in a text that we just accepted the appointment. To Then 360 all of a sudden cannot provide me service to canceling my service by the owner ***** as of 2-2-23 to me getting upset and telling them I was contacting FCC and the ******** State Attorney General Then on 1-6-23 My service was cancelled completely after I told them They did not Notify Me they were canceling Internet then they cancelled on Friday 1-6-23 when they had told me they were canceling 2-2-23 And I just paid as you can see at the bottom of the invoice 1-1-23 Because I told them if they cannot provide service that is fine but give me a chance to find another provider and compensate me for all the troubles of inconveniences of no service and for the cost of equipment / monthly services. And they would say the owner will call me to that would never happen and customer service said they can't tell me anything. We will let the owner know and nothing to getting cut off without notice. I was supposed to have until 2-2-23 because I just paid 1-1-23 Im in their coverage area

  

  Business Response

  Date: 01/20/2023

  We have fully investigated this complaint. We have a total of 25 recorded calls and 49 screenshots of emails and text message but we are limited on the number of attachments that can be added to this response.
  Due to the foul language and threats by **************** to our employees it was decided we would no longer provide the customer service.
  The customer was fully advised it is best he finds a new provider. Since the cx had paid for the month of Jan his account was not scheduled to shut off until Feb 1st.
  After this the cx continued to call requesting to speak to an owner and not be shut off until he could find a new provider.
  The cx continued to send emails and call in harassing 360 Employees and sent several emails to the owner containing threats. Hence the decision to immediately discontinue service with **************** was decided and his account was shut off on 1/6/23. (See attached screenshot of the event log of the customers account)
  A refund for the full month of ******* was issued on Jan 9th, 2023. (See attached screenshot of the cx billing page showing the refund was issued.)

  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: 360 never helped me as they acknowledged no one has any permission. I could never get a Mgr. or the owner to contact me or explain anything. even though I was told over and over that someone would.

  I told them I was having issues, and **** in support would always say 360 is having issues it's not on my end. Until the last time he said it was the trees after over a year intermittence service even though we are in their coverage area. The trees were.

  there when they put in my service. But it was always an excuse. Instead of being honest and upfront that they wouldn't be able to provide service they instead like kicking the can down the road. 

  They like to say I was threatening. No one threatened anyone.  I shared my opinion when they cancelled my service without me having a say or giving me an answer of all the time I paid and upfront cost with terrible service. I should be refunded.

  I told them what I was going to do, and I did do everything I said because the way I was ignored after all the investment I had made. That is informing them. You don't treat customers like this because they are asking for help. 

   

  I would understand them canceling me because they can't ***************. But I would expect them to see what i have paid in and what we have been through. I can't get replacement service in 30 days even if I'm only getting partial service.

  Even though I paid for the 30 days in January. They cut me off immediately. So, I had no service on a Friday. Then is when I started blowing up their phones for the lack of respect. I asked nicely and talked nicely until I knew no one cared. And absolutely

   

  
  *************************

  

  Business Response

  Date: 01/23/2023

  Dec 15th, 2022, Cx called in and spoke to a Rep and requested a Tower Survey to be performed at his location to determine if a Residential Tower would improve his service. Cx Requested we waive the $75 Survey *ee for him. We accommodated this and created the job pending our Installation/Repair Manager setting the date for a Tech to perform the survey free of charge. Dec 21st Cx calls inquiring about why the survey has not been scheduled. It was explained to him the tower survey had not been scheduled due to techs in that department being out on vacation. The agent let him know he would be hearing from them. On Dec 29th the Installation Manager instructed one of our techs to call the customer to set the date for his survey. The Survey was scheduled for 12/30. After contacting the cx with that date, the tech scheduled to do the work order called in sick. The cx was called back to explain a new date would need to be set. Cx was not happy with this. The Installation Manager called him to explain further and try to set the new date. *************** continued to cuss at him using the * word repeatedly and hung up on him. In a text the cx sent to another tech, he called this manager an idiot. **************** refused to accept the chain of command we have set in place and would not accept any information relayed to him by our lead support agent. We endeavored to work with this customer, but ********************** takes the treatment of their employees very seriously. This customer was denied service only after he continued to call and send harassing emails to our staff and one of the owners. The payment the customer made on January 1st covered January 1st-Jan 31st. He continued to have service until the account was shut off on January 6th. We issued a full refund for the month of January so the cx received 5 full days of free service.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: complaint:********
  
  360 still has not responded to any of my request Before and Since filing with the Better Business Bureau to be compensated for my expenses with 360 from equipment to $100 a month with internet issues the entire time.

  after canceling me without my request to be cancelled. Then they only refunded me for the month I had paid for already they said. I sent in the first time. I haven't seen any documentation proving that I was refunded or how I was refunded.  

  See attachment for full details of what I have experience. 360 does not communicate with their customers, they tell you what they want and ignore any issues you have. And it starts with ***** the Owner he is very unprofessional, and we can see why they record what they want and take out what they want. They know I'm telling the truth and I will not stop until I'm fairly compensated.

  They drugged me along because they knew i didn't have many options and then disregarded me. I was even willing to get another service if the tower thing didn't work because they have a tower next to my business. And they never responded to that request either.  360 is a non-customer service company. They will send your request to the dump evidently. Because they still have not responded or talked any credit and or compensated for all we have been through. They just canceled my service.

  
  Sincerely,
  
  *************************