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:01/03/2023

  Type:Customer Service 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.

  We paid ****** for **************** from 12/2021 to 12/2022. In August of 2022 Iwisp went to a fiber line underground and had a special of ***** off of ****** per month for 18 months with savings of ****** of which was the permit fee and installation of $225.00 and $ ****** additional off of monthly charge for $*******. We were billed Invoice ****** in the amount of ****** less ****** for overlap of two services for a balance of ****** which was paid via our credit card. This amount is not disputed between both parties however what it covers is. The ****** payment is also not disputed. At the same time a payment of ****** was also made by the company direct payment. We take that the final payment went against the ******* along with the ******. Which has us paid until January ****. They now claim we have not paid anything against 2023. Nobody would pay 1594:58 for 1 year or less for service

  Business Response

  Date: 01/04/2023

  We are a small, local and family owned/operated internet provider.  We have worked as an wisp service for the last 12 years, and in the last 3 years we have started doing fiber optic installations.  All our endeavors have been self-financed.  Given the cost of materials, equipment and labor, we created a way to help raise funds for coming projects by offering a Pre-Construction package to residents of neighborhoods we have on schedule to start.
  
  In March of 2022 we offered this to the ******* Mill, Bear Castle and Both Waters area.  We emailed customers and sent out mailers to all residents.  This is what was presented, we have also attached the mailer.  The deadline to take advantage of the offer was May 31st 2022.
  
  Tier 1 - $500
  18 months of tier 1 speeds for $50 a month instead of $75 ($375 value). That is $25 off for 18 months.not service for 18 months.
  No installation and no permit fee ($225)
                       Total value of $600
  
  Tier 2 - $1000
  18 months of tier 1 speeds for $75 a month instead of $150 ($1350 value). That is $75 off for 18 months.not service for 18 months.
  No installation and no permit fee ($225)
                       Total value of $1575

  Our flyer states 15 months - We offered 18 months to our existing customers.
  
  In regards to the ******* residence.  On July 30th, 2022 we went to the home to do the installation for the Fiber Optics upgrade. At this time, the Rinaldis had not signed up for or paid toward the Pre-Construction package.  ******, expressed interest in it, and we allowed for the offer, even though it was past its deadline, because he was a long time customer.  It was explained, in detail, how the package worked and the invoicing process that would happen.  The customer typically pays for the year, because of this, we have to manually go in and adjust the service to pro-rate their previous service and then pro-rate for the new service for the remainder of the year.
  
  We had sent the invoice for the $1000 Pre-Construction package the day of the install.  The customer made a payment of $615 on the following day, we do not know why they made a partial payment.  A few days following our system had automatically generated a new invoice for a new year with wrong dates. This invoice also created an automatic payment, which was refunded on the same day. On or around August 3rd we sent an invoice that had the manual changes to the 2022 yearly invoicing.  The payment of $525 made in December 2021 was credited to this invoice and the remaining balance was sent as a bill.  From there the customer made a payment of $454.58.  This would be enough to cover the remaining of the $1000 Pre-Construction package and the pro-rated 2022 yearly invoice.  Below is a breakdown of the options we have given the customer moving forward.  Option 1 is our standard billing, no pre-construction package offered.  The 2nd option is using the pre-construction package, we figured this out again and discovered that we actually did not invoice the customer for the right amount for the remaining of the year at a new rate.  We told her we would waive that difference since that was an error on our part.
  
  Option 1 - Standard billing - no pre-construction option
  Invoice 
  Yearly ISP service ($525 per year) January 6th 2022 - July 30th 2022   - $293.42
  Yearly Tier 2 ************* ($1650 per year) July 30th 2022 - January 5th 2023 - $727.81
  Fiber Installation and permit fee - $225
  Invoice total - $1246.23
  
  This leaves a $348.35 credit that can be applied the customers account on future invoicing, or we have offered to send a refund check
  
  Option 2 - Pre-construction package 
  Invoice - Existing Customers Pre-construction Tier 2
            No install, no permit fee, Tier 2 service at $75 a month for 18 months (instead of **** a month)
  Invoice total - $1000
  
  Invoice 
  Yearly ISP service ($525 per year) January 6th 2022 - July 30th 2022   - $293.42
  Yearly Tier 2 ************* ($825 per year -5 months of promo) July 30th 2022 - January 5th 2023 - $363.90
  Fiber Installation and permit fee - $0
  
  Invoice Total - $657.32
  BALANCE OWED - $62.74 - iWiSP is willing to waive since it is their mistake.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.

  per their spreadsheet offer was ******* for 18 months of service 
  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Customer Answer

  Date: 01/06/2023

  Your system does not allow me to send detailed info on my complaint. Iwisp claims they have no idea why payment of ****** from their own invoice that I have sent you stating payment through 8/23. They had our credit card on file and they paid that themselves via our credit card. They also paid themselves the ****** with no invoice sent to us which we took as final payment of the ******* deal. Please look at spreadsheet I sent you it was provided to me from Iwisp. They do have a double billing in there which is the cause of their problems. Contact me at ********** and I can explain.

  Per thier spreedsheet offer was ******* for 18 months of service.

  Customer Answer

  Date: 01/06/2023

  To whom it may concern:

  
  

  I wished to send a complete recap of the account/service at our summer home located at ***************************, ******* **.

  First this is a summer home, we do not receive mail there nor did we ever receive an email about their promotion.  When we did meet for installation of the new fiber lines we were given the promotion as we had been a client of theirs since March of 1998.

  This problem occurred when we went to the home on December 30,2022 and found our service was cut off. When I texted the company they said it was due to a billing issue and they did turn service back on.

  I then received via email an invoice no ****** for service for 12/30/22 - January 5 **** in the amount of ******. I immediately contacted ***** the bookkeeper and explained that they were double billing us, which seems to be the issue here. ***** sent me the spreadsheet that stated our promotion was 18 months ***** PER MONTH, FREE INSTALLATION, NO PERMIT. Value $1;5***** for $ ********. This is per Iwisp spreadsheet. The billing should be as follows

  Original old style internet Jan. 2022- December 2022.            ******

  Paid 12/7/21.                                (******)

  Billing per Iwisp **********.             See attached for detail but states service 

  For 8/2022 to 8/2023. Balance due 615.00

  Paid 7/31/22.       (615.00)

  Please note Iwisp computer generated all invoices, had our credit card on file and self paid themselves.

  I received a second invoice the next day ************* for same time period but for ****** and Iwisp self paid.

  I notified them of double billing and they immediately refunded the ******.

  At that time I authorized them to do the final billing of the ******* promotion so that we would not have any further billing issues. 

  I then received a notice but no invoice for payment of 454.58. 

  Our coverage per their own spreadsheet was 18 months starting 8/1/22, which would cover us through January **** Per their promotional package. Now we have overpaid by ***** which we are not worried about, what is concerning is their poor billing practices. 

  The recap is as follows

  1/22 - 12/22 old style internet.   ******

  8/22 - 01/24 (18 months).          ******* per their spreadsheet 

        Total due.                                1******

  
  

  Payments    ******

                        615.00

                        454.58

                      1594.58

  
  

  We are paid through January **** and since they are the only internet service at the home we just want them to provide coverage. Now Ms. ********************* has contacted me via email stating that this is not the promotion but we were kinda of investing in their business. She is mistaken and no one would ever go along with this. Her story constantly is changing claiming we were never cut off,see attached picture. Her own mother ***** is the individual who sent the spreadsheet with all of the pre construction pricing, however she had an error in the spreadsheet where she deducted our ****** from ******* without applying the ****** payment.  Their bookkeeping is totally screwed up and if they just go slowly they will see their error or they are out to commit fraud.  They seem to try to mix the two types of service instead of keeping it separate.  I hope this explains what the situation is. I do have one other option and that is should they do not understand the basic bookkeeping and correct the records, I will take the next step and place this situation with the ******** *********************** for fraudulent billing, double billing, poor billing practices.

  I truly hope if they sit down and look carefully at their billing and stand behind their promotion as written on their spreadsheet then they will see where the billing was messed up.

  
  

• Initial Complaint

  Date:01/02/2023

  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.

  Not gettn internet created seven service tickets..was told my acct was due $15 and was suspended..however my acct was reading active..was told pay $15 and service be back..i paid the $15 and 7 tickets laters and more than 12 hours and they have yet to turn my internet on in working condition

  Business Response

  Date: 01/03/2023

  ******************* is chronically late on paying her monthly bill.  Service was turned off manually on January 1, 2023.  Emails are sent out on the 1st day of her billing cycle, 10 days into the billing cycle a reminder is sent that we have not received payment and then again on due date (two weeks into the billing cycle) that non-payment could result in suspension.  Another email is sent when the account is suspended at **** days after the due date, about a week prior to the next billing cycle.

  We choose not to charge late payments as we have had financial issues ourselves and know how difficult it becomes when bills add on late charges.  We are also very willing to work with clients that are having issues IF they communicate with us.  Ms ********* communication happened after the fact and she has been rude & demanding.

  She made a partial payment and was told she needed to pay her account in full.  The next billing cycle would be beginning on January 10, 2023.

  Eventually she paid in full and service was restored.  Due to her demands we felt justified in notifying her that her service would be terminated at the end of the current billing cycle that she had just paid for - on January 9, 2023.  We are not under any contract to continue doing business with her.

  Her son in law reached out last night and is changing the service to his name.  We are requiring a credit card on file due to the late payment history.  He also asked if she had paid the recent bill as he had given her money to do so.  Arrangements have been made for him to take over the service.

   

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************