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Business Profile

Internet Providers

United Communications
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for United Communications's headquarters and its corporate-owned locations. To view all corporate locations, see

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United Communications has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/04/2025

      Type:Product 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.
      We cancelled our service on 9/24/24 as a result selling our home. I had prior paid for service during the month of September. Post-closing, I reached out to United to request being refunded for the 9/25-9/30 since services weren't rendered by their company. United is a company that doesn't operate with integrity. Instead, they keep funds that aren't rightfully theirs and mislead consumers. It has been >90+ since we terminated our service--I'm still waiting on the refund that's rightfully owed for services that weren't rendered by United. Each time I contact United to obtain an update, I'm fed lies or given the runaround. The latest was that our "refund" was mailed 12/19--it's 1/3/24 and I've yet to receive it. When asked for proof that the refund was processed by United AP, **** has gone radio silent with both calls and emails gone unanswered. The amount due is $11.61

      Business Response

      Date: 01/15/2025

      Thank you for bringing this matter to our attention. We take complaints and concerns very seriously and strive to address them promptly and transparently.
      This complaint concerns a refund check for a credit balance on the account following the disconnection of services with United Communications.
      The refund check was processed and mailed out on December 19, 2024, to the address on file for the account. Upon receiving a follow-up inquiry from ****** regarding the status of the check, our Customer Support Supervisor escalated the matter to our Director of Finance to confirm the mailing date. This confirmation was provided to ******, verifying that the check was mailed as stated.
      We regret the inconvenience caused by the delay in the checks arrival. While delivery times are subject to the postal service, we understand the frustration this situation may have caused. As part of our commitment to resolving this matter, we are closely monitoring the situation to ensure ****** receives the refund promptly.
      If the check has not been received within a reasonable timeframe, we will provide an alternative method to deliver the refund as quickly as possible.
      United Communications values our customers and strives to provide a seamless experience, even in instances such as refunds. We are actively reviewing our processes to ensure timely and clear communication in the future.
      Thank you for the opportunity to address this concern. If additional information or documentation is needed, please do not hesitate to reach out.

    • Initial Complaint

      Date:10/27/2023

      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.
      Company promises installation and then fails to deliver twice. 1st was October 17, 2023: called and cancelled right before the technician came and said more construction needed to be completed. Tech came and said literally nothing had been done to complete work. This was a waste of the 4 hour window as well as the tech being over an hour late on top of that. Company rescheduled for October 26, ******nd was October 26, 2023: technician came and said the proper construction still was not complete and could not yet again complete the job. These are 2 days that *** had to take off of work to get this internet installed which has cost my family a lot of money as I could have been working. We also need this going for my wife to be able to work from home starting in a few weeks. Just utter incompetence on the part of united. The installation company that united uses has had to be waste their time as well.I work a lot out of town and am not home very often. So rescheduling is not very easy.

      Business Response

      Date: 11/13/2023

      Our customers complaint is regarding having to be rescheduled for installation due to unforeseen issues. The customer was initially scheduled to be installed with internet service on 10/17/2023. There was no additional work expected from our construction team for the installation. Upon the assessment from the technician running the fiber drop on 10/17, it was determined that there was additional construction required and the order needed to be rescheduled. The order was rescheduled for 10/26 to mount and splice a box during the installation. United did not have the appropriate equipment on that day during the installation to complete all the work necessary. The installation was rescheduled again for 11/1.  The installation team and fiber team coordinated together to complete the work successfully. The installation was completed on 11/1 as expected. United reached out to the customer to ensure that services were fully functioning. During this call, United identified that there was an opportunity to relocate the router for optimized signal performance and offered to do that work at no charge to the customer. To our understanding, this matter has been resolved to the customers satisfaction. 

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