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Business Profile

Internet Providers

Emerald Broadband LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:07/25/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Emerald Broadband (a public benefit llc) had severe serv. issues for 2 years prior to installing Fiber Optic in our area. Once installing our service they had issues giving us working phone service, which affected elders living at our home--making them unable to get prescriptions ordered or doctors appointment made. Only by complaining multiple times were we able to get support & even then they were unable to fully resolve our phone issue. Then Emerald Broadband spilled oil at my son's house next door. Despite warnings to address the issue before it rained they did not respond in a timely manner causing oil to travel down the road onto our property, very close to our shallow well. I was forced to call the police to make a report to create a record about being treated very rudely when expressing my concern about the situation. The manager ***** told me "thats not happening" when I said ***** told me they would be coming to remove the contaminated dirt. My emails to ***** were ignored until they arrived days later for clean up. The next day I received an inflated **** (almost 2 times the previous quote) for internet installed over a month before. The **** included equipment I already paid for, conduit they later admittedly did not use & other additional unexpected costs. From out of the country I contested the extra fees over email & some but not all overcharges were reversed. I was told I was no longer allowed to call with complaints, valid or not. After contesting the validity of charges (while still having a phone not working most of the time) I sent an email saying that because I have 2 disabled elders, a homeschooled child, an 8 mo. pregnant ************* have no other viable internet options in our area, I would pay the fees under question even though I felt they were inflating my ********* was unfair. Before I could receive their reply email they shut off service & since then told others that "anyone affiliated with my family would not be allowed service".

    Business Response

    Date: 07/27/2022

    Response to ******** is attached as a pdf, and to paraphrase, **** was a hostile customer who consistently abused the ******************** staff.

Emerald Broadband LLC is NOT a BBB Accredited Business.

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