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:07/18/2022

  Type:Product 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.

  As early as June 20th the internet that I pay for through my rent lease has not been functioning. It went out earlier than that, but I am unsure of the exact date. On July 1st I received a notification stating that the internet was on through the usage of ethernet port, but this was false. Myself as well as the other residence I know have not been able to connect to the internet using the ethernet port. On July 12th they sent out an email claiming that the WiFi internet was back up and functioning, but I have not been able to use it reliably and have been having to use the hotspot I have on my phone. I have spoken with the front office on multiple occasions since June 20th and there is currently no plan to refund residence for the internet utility that we are paying for. The lease states that internet will be provided to residence and is added into the cost of rent.I can provide you with documentation of an email chain showing that the internet was out, but I am unsure if that is considered "personally identifiable information"

  Business Response

  Date: 08/02/2022

  Bureau 17 ****************

  *************, ** 73102

  Re: *************************************************************************** internet outage

  To whom it may concern,

  I have just received a resident complaint with an assigned ID of ********. My name is *******************, the President of ****************. On June 10th, 2022 we were assigned management of the student housing apartment complex "Reserve on *******" located at ************************************************************************* 74075.

  
  Our capital expenditure plan to upgrade and modernize the community was inclusive of upgrading the wifi with a managed wifi provider. The scope of work includes installing new fiber lines and providing residents direct access to a **** resident support line through the new provider that specializes in multifamily. The contract was set to begin in the fall, when the previous internet contract was due to expire. We were to assume that contract and the new company was to begin installing their equipment beforehand to ensure a seamless transition.

   

  However, through the acquisitions process unbeknownst to us, the management, that contract was terminated. We had not found out until a week and a half after we transitioned into managing the property, in which we immediately searched for outages in the area. Our search concluded that there was a statewide service outage, and our site teams attempted to get in contact with the original provider for an update that we could share with the residents. Our attempts to contact them were left unanswered for a day.

  In            meantime, we reached out to our future provider to see what could be done temporarily. They took one day to come up with a solution and a contract was signed immediately. Their techs were onsite installing new equipment by as early as the beginning of the next week. They were successful in going live with temporary intemet at a temporary bandwidth, with the understanding that they would begin working on the originally contracted bandwidth after the outage was resolved.

  We received feedback from the new service provider that ethemet ports were working first, then the actual wireless internet connection was to follow. The onsite office reached out to the service provider directly if any unit-specific or resident-specific issues came **, in order to assist our community in connecting to the new service.

  The internet outage was related to services by previous ownership and management.

  We are confident that we took all necessary steps in a timely manner to expedite the process to get the internet connection back up and running. To our knowledge, the intemet is working at the property and the new service provider is currently working on installing the new equipment that will be up to their standards and our contract specifications (950/950). All residents are urged to reach out to the office with any issues they may have, in which tickets will be submitted to the new internet company, which has been our protocol since June 20th and on.

  
  We thank you for bringing this specific matter to our attention and will fonuard it to our internet provider to address this specific resident/unit.

   

  Customer Answer

  Date: 08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: Contrary to the businesses statements the Ethernet ports are still not up and functioning in my apartment unit. I had made this known to the office multiple times as well as the problems I was having with the wi-fi. The Wi-Fi was out for closer to three weeks and was subject to frequent drops (2 to 3 times in an hour) when it did come back making it of limited use. The service has improved in recent days which coincided with the move out day for people whose leases were ending. I had none of these problems prior to the new ownership and the decision to switch services which tells me that it is not a problem with my devices. 
  
  Sincerely,
  
  *********************