Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/19/2024
Type: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.
Had Atlink installed an additional router to help with signal. Was told it had to be drilled in. He drilled two holes and did his thing. They messed up so a manager had to come out and he realized the holes were never supposed to be drilled in the first place. They wont answer my phone calls or anything. They refuse to handle this. The holes will need to be replaced as well as both room repainted because it took paint off wall. As well as outside holes in brick that need to be fixed. I just want payment to get these things fixed so I dont loose my deposit.
Business Response
Date: 11/20/2024
Good Morning.
This has been addressed with the customer. He was informed on 11-18-2024, 3:31 pm to contact a local contractor and to submit the quote to us for approval. As per recorded phone conversation, the customer indicated that he understood and would send us the quote when it is provided by the contractor.
Initial Complaint
Date:06/25/2024
Type: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 signed up for internet in our new home. I was told the internet was reliable by the sales person. At least twice a week the internet is down and I am unable to work. When I reach out, I am told they are yet again working on the tower that services my home. I have had to pay another company to come in and install reliable internet. AtLink just charged me and is telling me they will not cancel my account or remove the equipment.Business Response
Date: 07/29/2024
Dear Ms **************** style="color: rgb(36, 36, 36); font-size: 15px; font-family: "Segoe UI", "Segoe UI Web (West European)", "Segoe UI", -apple-system, BlinkMacSystemFont, Roboto, "Helvetica Neue", sans-serif;">
Thank you for taking the time to share your feedback. We apologize for any frustration you experienced regarding your recent billing and service disconnection.
To clarify, your billing date was set for the 23rd of each month, and your account was billed $95.95 on June 23, 2024, as per our auto-payment system. When you contacted us on June 25th to request a service disconnection, our team followed the policy outlined in our ATLINK SUBSCRIBER AGREEMENT and ATLINK TERMS AND CONDITIONS. According to these terms, service disconnections are scheduled to take place at the end of the current billing period, which for you would be July 23, 2024. This ensures that you receive the full month of service that has been prepaid.
We understand that you requested an immediate disconnection and refund for the unused portion of the month. However, as per our policy, we are unable to issue refunds for the service period that has already been billed and is currently active. This policy is in place to maintain consistency and fairness for all our customers.
We value your business and are committed to providing the best service possible. If there are any other concerns or questions, please feel free to reach out to us directly. We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Best regards,
AtLink Customer SupportCustomer Answer
Date: 07/29/2024
Complaint: ********
I am rejecting this response because: I appreciate you responding and rejecting the request of a refund. You clearly forgot the part where I was without an internet connection several times a week. I work from home. I was promised reliable service. The tower serving my area spent a significant time "under repair". I feel it is unfair to expect me to pay for a full month of additional service when I have never received an actual full month of service in the first place. However, I want your equipment off and out of my home. You got my money. Now get your mess.
Sincerely,
******* *****Initial Complaint
Date:02/20/2023
Type: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.
My internet started having serious connection and speed issues on February 8, 2023. I have called Atlink multiple times and finally they said that a technician had told them previously that my "signal was bad" and they couldn't fix the situation without making a service call (no idea why no one said or did anything about that before I had to call multiple times). It took days to finally be able to get someone out on February 20, 2023. After the repairman left the internet was even worse than before. I called again and spent yet another hour of my life on the phone with a "technical support" person who sounded like she was busy doing something else. She said that the connection hadn't been set up correctly and they would have to wait until March 4 to get another technician out. I told her that I am about to lose my job because I depend on having an internet connection for my work. She said that a manager would call me back the next day - which I have been told before and never happened - but that she couldn't reschedule anyone earlier and couldn't transfer me to anyone who could help.I have been having to use my cell phone as a hotspot to be able to work since Feb. 5 and have now run over my limit on my cell phone plan, for which I am being charged and can no longer use as a hotspot, and I am not going to be able to work starting tomorrow since I don't have a working internet connection. I am in real trouble of losing my job over this disaster. It is inconceivable that a company is so incompetent that they can't get their service fixed literally for weeks, and this is now risking my livelihood and career.I want this fixed immediately before I lose my job and I want a massive refund for all my time that I have spent not being able to work and having to call this company repeatedly. This is a despicable way to treat your customers.Business Response
Date: 02/27/2023
Our customer service manager *********************** was able to reach ******************* and schedule an equipment change for her home. The equipment change did improve her signal quality and service. A credit was issued for $107 to her account. Screen shots for these details are attached.
*********************** on behalf of ************************* CEO
Customer Answer
Date: 02/28/2023
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,
*************************
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