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:01/21/2023

  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.

  I entered contract with Westcom Broadband on May 5th 2021 on a 3 year contract. Before doing so I asked multiple times if this internet service would run multiple devices as I have two teenagers, a stay at home wife and I was looking to start a business within the next year. Once I got everything connected my wife turned the ** on which seemed to work fine, later on I connected to it at the same time with my laptop and it instantly threw the ** into buffering.The next day I called ********************* and his reply was "I'll look into it". A couple weeks go by and not a word or change in the service from Westcom or ***** so I call again and he gives me the same run around. This went on a few more times until I finally gave up on trying to rectify the situation as there isn't much for internet service where we live. And everytime the power goes out around here his broadband service goes out too, and thats not for the lack of us having a back up generator for our house. Fast forward to last November ******** internet became available to us so my wife got it on her account and it's way faster than anything we've had at our home particularly Westcom's service. Now this last November and December I was off work because there was none out there for the line of work I do. Enter January 4, 2023 I get a text message from ********************* that I'm late on my payment. And this is only about 7 days late at this point. I informed him to come get his equipment as we no longer need his services, then he says I'm under contract and I replied I'm not paying for subpar service anymore and how much would it be to get out of contract to which i got no reply and not a text againt for over a week. Shortly after that I started getting "unknown number" calls on my caller ID multiple times a day. And as far as being a business owner I'm not going to call my customers from a blocked number. Now this morning a get an E-mail stating I'm two months behind which I am not and I have the records to prove it.

  Business Response

  Date: 02/21/2023

  In summary, it is very disheartening to hear the completely false and baseless claims made by ************************* (screen shot #** of text messages) for the sole purpose of trying to get out of his 36 month contract (ends 5-31-**) with H3**43137353**43**530H, **** (H33313730**3537383132H), especially after being COMPLETELY satisfied with our service for more than 19 months (over a YEAR AND A HAL*).  The reality is that ******************** has had great service with no issues the ENTIRE time hes been with H33313730**3537383132H (as you can see in the 35 pages of screen shots of text messages with ********************) and the only issue has been with H33313730**3537383132H attempting to get payment almost every month from ********************, as you will also see in these screen shots of text messages which is why there are 35 screen prints of text messages.  It was almost a monthly issue trying to get payment from ********************, as you can see from the 35 pages of screen shots of text messages between ******************** and ************** (H33313730**3537383132H) dating all the way back to when ******************** started service in May of 2021.  As you can tell from the extensive text messaging and details, it was the sole source of communication between ******************** and H33313730**3537383132H, despite Mr.********* false claims that we spoke on the phone.   As you can see, there were dozens of text messages sent from when ******************** started service and he never mentioned anything about bad or sub-par service.   His claim that the service was poor and didnt work properly is patently false.  You will also see in screen shot #** of text messages, H33313730**3537383132H even went out of its way to offer to upgrade Mr. ********* service to a faster plan, *REE of charge (a new option with H33313730**3537383132H) AND offered to waive late fees, a re-connection fee, and interest just to keep him a happy customer (see screen shot #** of text messages).  Its clear from screen shot #** of text messages that ******************** either didnt want to recognize or forgot about the 36 month contract he had signed (see screen shot #** of text messages and attached copy of contract).  ******************** has a copy of the contract and he could have asked H33313730**3537383132H for a copy if he misplaced his own copy, but he never bothered to look or ask.  I explained to ******************** I was doing everything within my power to work with him (screen shot #**). 
  
  Then ******************** goes on to falsely state he paid for **************** in December.   With his constant delays in making payments (btw, weve never charged him a late fee before --- which could have been applied almost monthly), his October payment (which would normally be processed around the end of November), wouldnt go through until December 1st which he then randomly declares it was for November.  H33313730**3537383132H has sent him a full account summary showing all invoices and all payments made by ******************** since starting service.  He can simply go through this report (attached here in my reply) to verify that Nov and Dec had not been paid.   He then swears at me using the * word and then calls me and threatens that we wants to meet in town to settle this in a fist fight.  He blames H33313730**3537383132H for not invoicing properly and berates H33313730**3537383132H service again (see screen shot #** of text messages).  All of this to merely get out of the contract for which we are not willing to do.  The contract clearly states that if you cancel service prior to the contracted end date, the customer is responsible for all remaining months of service even if they dont use the service.
  
  In summary, ******************** wants to switch internet service to a company that offers new service in his area that wasnt available before, however he cannot simply cancel his contract at will with H33313730**3537383132H and make up false claims on why he should be able to cancel it there is too much evidence showing otherwise.  His contract does not end until 5-31-**.  He has been happy for nearly 2 years, without ANY complaints, as you can see from the pages of text messages sent.  It is a legal, binding contract.   If he does not stay current with his payments, H33313730**3537383132H will be forced to send him to collections and add late fees and interest.  The easiest solution would be for him to simply continue using H33313730**3537383132H service until his contract is up.   H33313730**3537383132H would be more than happy to waive the late fees, interest and re-connection fee as a goodwill gesture.

  Customer Answer

  Date: 02/21/2023

  Complaint: 18875578

  
  

  I am rejecting this response because:

  
  

  As I stated I contacted Westcom directly over the phone numerous times, as far as payments go I have been behind a few times. Most of those times the money was in my account on the date it was supposed to be withdrawn from my account but Westcom failed to debit my account in a timely manner. Over the last 19 months I have recovered from being injured at work, my wife being hospitalized twice before my son was born, seven family members passing and waiting on checks to come in as I am self employed. Will go through my phone records and find the phone records. This isn't a ploy for me to get out of this contract, this is a legitimate complaint about sub-par service and customer relations. When he mounted the receiver at my neighbors house he fastened it directly through her roofing if this gives any idea of how Westcom conducts business. 

  
  

  Sincerely,

  
  

  *************************