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:12/21/2022

  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 am disputing an install charge of $65 that Burlington Telecom deems valid for an install that never took place because all equipment was previous installed and present. I was also told by a representative before install I wouldn't necessarily be charged for install because of existing equipment in home. I am unwilling to pay and accept for a service that wasn't provided. My home was Burlington Telecom ready already, had their wires through my home and equipment install on my baseboard. All the installer did was the modem was wired and a prong fitting changed and updated their old equipment spent less than 15 min at my address. Now after reaching out to them leaving voicemail and emails when I got my first Bill in October, and nobody attempted to remedy or discuss the situation. I now have a disconnection date of 12/22/22 and want a payment in full when I and my wife both receive SSI/SSDI and should be getting Lifeline discount which has never been applied. The staff are extremely rude and unwilling to help. I expect more from a local company

  Business Response

  Date: 01/23/2023

  ******************** is contesting the Installation fee of $65 which is the standard fee applied to all new customers when dispatching a technician.  He cites that the technician was there for only 15 minutes.  However, the technicians time on the job was nearly an hour and a half.  Customers often dont see the work taking place at the pole and the exterior of the home where the majority of the work takes place.  This is a valid charge.
  
  All of this has been explained to ******************** but each time he has spoken to someone, he becomes abusive and combative,yelling, cursing and speaking over them.  Records show his first contact was with us regarding this matter was with the ** Lead who typically handles call escalations.

  Customer Answer

  Date: 01/23/2023

  Now waiting over a month for a response with BBB coming to a close on this case do I now get a response from the company! Not only was I told by Agent prior to the sale of service I wouldn't be charged an install fee since I have equipment, and this was Burlington Telecom ready unit prior. They did nothing outside nor did they need to get on poles in a truck, run wires etc. because that was all installed previously. This is unjust charge, and I am being treated indifferently and have been retaliated against from this company for doing these complaints. They have refused to help me and my disabled wife obtain get a discount from wireless services the only service we receive. I also have an audio recording from their employee patronizing me **************** even attacking my football team that I follow while trying to pay a bill saying I wasnt a paying customer etc. Very unprofessional. 

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 01/24/2023

  Burlington Telecom responded to Mr. ********* BBB complaint on 1/23 immediately after receiving correspondence from the BBB.  The follow-up complaint from ******************** does not include any additional information and Burlington Telecom will not be waiving the installation fee that was charged to ******************** as this s a valid charge that is charged to all customers as previously indicated.

  Customer Answer

  Date: 01/24/2023

  I will not be paying this fee and it is not justifiable. I want to re-establish service with my previous provider ******* as they were much more customer friendly and tentative towards remedying an issue. They only reason I switched after 2yrs is my brother who's had this service for 12 years whom I indicate is stopping their service after this month. ****************. Not to mention before I established service a service or sales agent told me because I had prior equipment in my home and installed that I wouldn't be charged a install fee. Therefor I went to disconnect from ******* This would be one install fee to get waived yet they continue to make a issue on how it is justified. I am not going to be bullied by a company that is local and unwilling to help customers because they can back up their wrongdoing. So much for customer being right. They continue to want to make things difficult for me and my family by treating us indifferently now that this had been reported. I also have forwarded this such complaint to FCC and VT *************** as it seems they are still defiant. This is my second time with this company and I dont know what changed policy or staffing but they are not what they once were. I have a mental disability and this company exploits it.
  
  Regards,

  *****