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:03/20/2025

  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.

  They charged me double in Nov, Dec 24, then did the same for Feb, Mar 25. Both times they sent 1 bill stating I was past due. I called and they thought it was funny while being EXTREMELY argumentative.

  

  Business Response

  Date: 03/26/2025

  Mr. ******** **** was $62.90 each month up to December 2024.  
  
  Lightcurve provided 30 days notice that Mr. ******** promotion credit of $34.00/month expired and beginning in December his monthly bill would be for the amount of $96.90.
  
  Mr. ****** receives bills monthly by postal mail to the billing address on file.  ******************************  This is the same address past-due notifications are sent.  
  
  The last payment received was on Jan 21, 2025 for the amount of $96.90.  This paid for services through 2/14/2025. 
  
  On Feb 21, 2025 Mr. ****** called to review his account.  The customer care representative assisted him in updating his pricing effective 2/21/2025.  This change was reflected on the March bill.  The current account status is past due as there was no payment made in February nor March.   No services have been double billed to Mr. *******  
  
  The March bill includes:
  $96.90 2/15-3/14 - past due. 
  $55.97 3/15-4/14
  ($57.01) Credit for 2/21 3/14 (old/original service plan partials)
  $46.64 2/21-3/15  (new service plan partials)
  $0.97 Late Fee
  

• Initial Complaint

  Date:09/10/2024

  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.

  Lightcurve took over Consolidated internet service in June 2024 and started sending emails that went to my junk mail. They canceled my automatic payments that have been paid without issue for the last 12 years and the only way I found out was when my internet was shut off today. I had to pay $345 in fees for it to be turned back on whenever they can get around to processing this. Wow, Ive never seen a company as unprofessional as this. Note: I think Rainier Connect became Lighcurve because they have the same business address with a new name.

  

  Business Response

  Date: 09/23/2024

  In June of 2024 *************************** customers became new customers of ********************.  To inform customers of this transition ******************** sent notices by both email and letters delivered by ****.  Our communication also provided information for establishing recurring payments.  These notices highlighted that we were unable to transfer their recurring payment set up from *************************** to Lightcurve as a compliance issue and as an effort to protect our customer's financial information.  Recognizing that Lightcurve is a new, and possibly unfamiliar, name we also sent an additional series of emails, letters & phone call reminders to anyone with a past due balance.  These recurring communications spanned from June into September before any services were interrupted for non-payment.  All reconnect fees were waived for Mr. ******** and the balance paid was for services subscribed to. Service has since been reconnected.  We recognize that these types of transitions can be difficult and try our best to provide adequate communications for our valued customers.  If Mr. ******** has any additional questions about his account we would happy to review it with him.  Our team can be reached Monday - Friday, 8am - 5pm at ************.  
  
  
  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Over a month of ongoing issue of reliability of paid for internet service. Drop outs, disconnects, shut downs, failures of service. Numerous calls to customer service, tech support - all I get is excuses and incomprehensible personal, liars. This issue is affecting the whole area of NE ****** which involves well over a thousand customers. There appears to be a problem with the system for some reason they refuse to resolve. A couple of individuals here at my residence work from home and we cannot afford interruption to service.

  

  Business Response

  Date: 07/19/2023

  In early June Rainier Connect did experience an outage that had impact to internet services.  The outage did not create a total loss of service for ****************, nor any other customers in the neighborhood and our technicians successfully identified and resolved the trouble.  **************** has continued to report service interruptions that have been resolved more than once by restarting his customer owned router.  Our technical support team has attempted to trouble shoot further with ****************, unfortunately he has been unwilling to trouble shoot with our team and provide the specific information to our technicians that would allow them to isolate what may be causing the interruptions he is reporting.  All of our monitoring systems indicate a healthy signal to **************** and neighboring subscribers. 
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20297412
  
  I am rejecting this response because:  Rainier Connect's statement is not true and the person making this is either unaware or making a false statement - the techs I have delt with are quite aware that they are experiencing on-going faults with their network here in NE ****** since the June debacle and from that point I been experiencing numerous drop-outs which require the modem to be rebooted due to Rainier Connect failure to resolve - they have repeatedly tried to blame my "system" for some reason to avoid properly correcting ,and try to infer that because they see a strong signal - that the issue is mine. A technician had come to my residence and his instrument showed a problem that originates from the feed to my home outlet, otherwise they have no solution. This is a big problem for those of us who work from home and these numerous drops of internet service have more than once resulted in a loss of corporate on-line meetings. My modem keeps seeing problems with their server communications and will finally lock up and need reboot - they need to fix this, it can be 5-6 times a day with loss of service more than half of that, requiring a modem reboot. Have called them numerous times to both customer service and to the tech department.       
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/14/2023

                        *******, 

                                   So far my internet has been stable for almost two weeks with no further issues. I am at this point having to assume whatever factors have been causing the associated problems with my service have been resolved - If any recurrence manifests itself - I will be in contact. 

                                                    Thank you for your assistance in bringing this into a focal point , I am positive this brings into scrutiny for Rainier Connect management and more difficult for ignoring the situation.

                                                             *****

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Rainier Connect is refusing to remit the overpayment of the account in the form payment that can be deposited into a bank account. My husband passed away on June 21, 2022, and they would not put the account into my name (I was listed as secondary) so I canceled the account and requested a check be mailed to me for the overpayment. They mailed a check with a dead person's name on it. The banks will not cash it. I contacted them again and requested that they issue the check so that it could be cashed. I provided them a certified copy of ******* death certificate, a copy of the notarized and proof of recording in ****** Co WA the community property agreement. This legal document makes all of ******* assets mine upon his passing. I also provided them proof of my identity and a current mailing address in the form of government issued documents. They responded they need a POA (which I have but it is no longer valid as ***** is dead). They still refused to remit the funds and then said they will not discuss this matter with me any longer. This is in the form of email correspondence. They have $19.98 in overpayment and refuse to return it in a manner that can be used. I will be happy to provide the emails and their responses should you need them.

  

  Business Response

  Date: 11/07/2022

  After communicating with ****************** regarding her unique situation and further reviewing it with our legal counsel, Rainier Connect is actively working on reissuing a refund check to her name and address as quickly as possible. We have also reached out to ****************** to inform her that it is in process.

  Customer Answer

  Date: 11/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I do not receive the check in a reasonable amount of time, within 14 days, I will be filing another complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/13/2022

  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.

  Customer # ******* During early summer I was told by Rainier Connect that I needed to update my TV to streaming in order to continue to get cable programs. They came out and set up my system. Since that time I have had nothing but issues with the streaming. I've called 3 times to ask for help. They sent a tech out on Monday 10-10-22 who stated he fixed things but ended up knocking my computer offline and I'm still having streaming issues. I called back on Tuesday and the rep said they would have someone out within 24hrs. No one showed up on Wednesday so I called again. I was told someone couldn't come out until Friday (tomorrow) and that I would be charged $85 if they needed to come into the house and $100 per hour for their time. I told them absolutely not, that I have done nothing wrong and it's their program/system/connection ect that is the issue. Why should I be charged for them to fix their own problem.This has been an issue for almost 6 months with no resolve and now they want to charge me for them to fix their own system. I am furious and refuse to pay any charges that might come from this.

  

  Business Response

  Date: 10/20/2022

  Rainier Connect installs and tests services to the Network Interface Device (***).  Everything beyond the *** is the responsibility of the customer.  ********************** does, however, offer a supported mesh wifi solution and supported streaming device for a monthly fee.  We have offered complimentary trial periods for both of these devices as a courtesy and have not billed the customer any of these visits. ********************** is unable to continue to troubleshoot inside the customer's home at no charge.  While we value each of our customers, we also understand that our product offering may not meet the needs of every consumer.   Rainier Connect cannot guarantee the performance of customer provided hardware and wifi networks.

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18221514
  
  I am rejecting this response because: I had been a customer of Click network for almost 20 years with no issues. When they went out of business I chose Rainier Connect because they were the only provider available. I had regular cable and it worked fine. Then I was told that the regular cable would no longer be supported and I would need to switch to the streaming programs. Since that time, I have had nothing but issues with the cable package. 

  As recently as today, the service freezes and I have to back out of all programs and restart the show I'm watching. Why should I continue to work with a company that doesn't guarantee their product. I dont' want to get charged for something that still does not work.

  
  Sincerely,
  
  *******************************