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:08/26/2024

  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.

  Hunter communications brought fiber optic internet to my area. I spoke with a door to door sales person regarding the internet service and agreed to sign up/instal for $60 a month for 500mbps. A couple weeks later my internet was installed. I received my first bill for $70. I called and was told that the sales person told me the wrong price but I could get $10 off per month if I did autopay. I signed up for autopay. My next bill is still $70. This is unethical and wrong! I have record of the original price quoted to me and hunter should honor this price as it was their mistake. I was quoted $60 a month. Autopay was never mentioned so I was under the impression it was $60 a month and I could get it down to $50 with autopay. Ive attached record of the price I was quoted.

  Business Response

  Date: 08/26/2024

  We are looking into this and will respond back shortly with our findings.

  Business Response

  Date: 09/11/2024

  I spoke with ******* ***** via email and let her know that providing incorrect information is not how we conduct business and we will provide coaching for the team member that did not provide her the clear details of the package. ******* was satisfied when I let her know I would be happy to reduce her monthly to what she claimed the team member told her. Customer is satisfied at this time.

• Initial Complaint

  Date:05/03/2023

  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.

  On March 1 I called Hunter Communications to cancel my internet service. They told me I had to have the closing **** call me in order to set up cancelling my service. I called the new internet company, *******, and had them coming out for install on March 10. I hadn't heard from Hunter Comm and it had been 5 working days. I called Hunter Comm again and was told I had to talk with closing **** and they assured me they would call me back soon. I went ahead and called them right back and told them I had the new company coming and needed to get a cut off date with Hunter that I cannot wait any longer. I asked about the billing and how that would work if they would prorate. They then informed me that they do not prorate so I had to be sure to cut off on my billing cycle. I told her to tell me when my billing cycle was and to shut it down then. So she set me up with the closing date of March 15th telling me that is when my cycle is. I have my payment to them come directly out of my checking.I went ahead and changed my new install appt with ******* to the 17th of March as that was the closest appt I could get them to come out. We have unlimited phone service so I didn't worry about the 2 days I wouldn't have it. Hunter Communication closing **** finally called a few days later and they said they had the shut off date as the 15th. Got a bill from them due ***** 5th. Trying to charge me for ****** I called them they told me the same thing they do not prorate. They said they would not charge me for ***** which they did not. But do not understand why they can't prorate as I talked with billing when trying to cancel and she was the one who looked at my bill and told me charge dates for the month. I asked to speak with a supervisor and he told me the same thing. Went to the next supervisor and she told me the same thing and unless I had another question to not call with the same question as I have been told more than enough times now.I feel they jacked me around with the shut off date with waiting for the close out **** and then telling me the wrong date and charging me for the whole month when prorating is appropriate. My billing cycle is the 1st day to the last day of the month so they lied to me about that. anyways with those dates I feel I should me entitled to ***** since I no longer had their service. Not happy about the lady who supposedly helped me out with my billing cycle. it was all a little shady.

  Business Response

  Date: 05/04/2023

  ****'s last invoice was for 3/1/2023-3/31/2023. Customer called in on 3/15/23 to cancel which at that time we let **** know that she would be billed through the end of this cycle. Services were cancelled as of 3/31/2023 and there was no remaining balance at this time. We've reviewed all of the calls with the customer and customer service provided correct information. The account was credited for 4/1- 4/30/23 as you can see on the last statement attached as an attachment.

  Balance of Account is currently at zero balance. ****'s last payment was 3/6/2023 which paid the invoice that was due on 3/5/2023. There were no more payments auto debited after 3/6/2023 and 4/1-4/30/23 charges were reversed when disconnect was processed. We clearly state this information in our 3 page Residential Terms Master Service Agreement and let all customers know this information when calling in or emailing in to cancel. Our *** is attached below. We do not have residential contracts or termination fees and do not prorate the final month of payment. I've attached the *** and the snip regarding service termination.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20013393
  
  I am rejecting this response because:
  First off they gave me the run around for closing my acct.  2. They did not tell me about the charge until I asked them about my bill.  3. Just because they told me they are not going to pro rate DOES NOT make it right!  They need to prorate and not keep my money for a service I did not have!  Proration is NOT difficult!

  5.  If they are not going to prorate, they should cancel your service at the end of the month on everyone. Why even asked me what did I wanted to close out by?  doesnt make any sense at all!

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

• Initial Complaint

  Date:09/16/2022

  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.

  For several months now, we have been bombarded with advertisements for Hunter's fiber service, claiming to serve "the *******************". Today, I attempted to sign up for this service, at which point a support agent claimed that they do not actually serve my address, despite it being in the service area alleged by their advertising.

  Business Response

  Date: 09/25/2022

  Hunter Communications has deployed an omni channel marketing strategy in our service footprint.  We promote our products and services to potential consumers in a variety of ways including direct to the consumer and digital advertising.  Our direct to consumer advertising is targeted at the roof top level and only reaches consumers who can receive our services.  Our digital marketing tactics (display ads, social media, and connected TV) are targeted at the zip code level.   Consumers who cannot receive our service may see our advertising via these digital channels due to the ability of their targeting.
  
  
  We offer service to over ***** homes in Rogue River.  Unfortunately ************ is just outside of our service area.  We have researched ways to bring our fiber-optic internet service to his home but we unfortunately cannot at this time.  We have communicated to Mt. Pike that if we can provide service to his home in the future that a representative from Hunter Communications will contact him.

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18037862
  
  I am rejecting this response because it fails to substantiatively address the blatantly false advertising practices employed by this business. 

• Initial Complaint

  Date:08/19/2022

  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 have spent the last 12 months trying to get my internet provider (XS Media, now Hunter) to provide the service level that I pay for. Despite claims of 30mbps, I weekly experience long periods of 1-2mbps, rendering the internet unusable.They have not fixed the problem despite weekly calls to their support line. They have not refunded any of the money I pay for a service they dont provide. And perhaps most absurdly, they tell me to call when the problem happens, which is always after hours (which includes all-day Friday for them), and then the after hours line tells me to call back during normal hours (when the problem often resolves).I have been stuck in a *****-esque h*** for a year. Because they are the only ISP available to me, I have no way of fighting their monopoly power.Please help.

  Business Response

  Date: 08/28/2022

  We sent a technician to evaluate the service issues and to see if there was anything that could be done for ******'s service. The technician onsite determined that the line of sight issues were unresolvable for the wireless service. Once that was determined we suggested for ****** to consider a different service provider as we are not able to provide anything but the wireless service to his location. I offered ****** to lower the price to $49.95 from $119.99 going forward and a 6 month credit for the difference between the price change. I am awaiting his response to see if he agrees to the price change and keeping the service.