Complaints

This profile includes complaints for Stephouse Networks's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stephouse Networks

  12119 NE 99th St Ste 2000 Vancouver, WA 98682

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  Stephouse Networks

  6635 N Baltimore Ave Ste 1 Portland, OR 97203

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:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Ive been an internet customer with this ********************** for many years. They used to be great. I think they may have been bought out by another company and now its horrible dealing with them. They dont respond to emails, my internet service is super slow and they wont close my account. I emailed them 8/27/24 asking to close my account. They never responded. I called 9/6/24 asking to close my account. The office said we cant do that anymore, you have to call contracts. Contracts said they would call me back at 2:00, they didnt call me back. I reached out again and the guy tried to sell me the same horrible internet for $10 a month to use as a back up. When I said I wasnt interested, he laughed at me and said I should have accepted it and then cancelled, cause now I have to pay full price for another month. I said why? He said, thats our policy. You have to pay for a month after cancel. I said, I tried to cancel in writing 8/27. I asked him to send me proof that I signed something saying I would pay an additional 30 days. He sent me proof that I agreed to pay for an increase in my internet speed, nothing about cancellation. He then ignored my emails when I sent him in proof I tried to cancel 8/27. He did email me back saying he would cancel me as of 9/6 finally. But I would have to pay another month. They billed me yesterday. I emailed my displeasure to the company and they said my account is still active, never cancelled. I would need to call contracts. What?! Not again! I felt that guy was so rude and he caused me so much stress, I never want to talk to him again. I sent billing the email that contracts had said I was cancelled. They are ignoring me. Please help! They have my credit card and wont close my service. They arent responding. They have overcharged me for an internet speed they cannot reach for years and now Im begging to get out! I need help please.

  Business Response

  Date: 10/07/2024

  Dear ***,

  
  I have thoroughly investigated this matter and can confirm that you were referred to the terms and conditions outlined in both the contract you signed and on our company website, which clearly states the requirement for a 30-day notice. I would like to reassure you that no cancellation fee is being charged.
  Our representative forwarded the terms and conditions to you, responded to all emails promptly, and even engaged in a telephone conversation to provide further assistance. It is clear that they went above and beyond in their efforts to resolve the issue.
  If there is anything further you'd like to discuss, please feel free to reach out.
  Best regards,

   ****

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22372719
  
  I am rejecting this response because: I am a step house customer, not a WiLine customer, so this is the website I referred to (Stephouse). When you go on the step house website, it still clearly states to call the company within 7 days to cancel services. I did not even know ****** owned this company until I tried to cancel. 
  

  Also, I sent a request to try and cancel 8/27/24 (in writing) which was not responded to. I should not have been charged 10/1/24, even if using the 30 day WiLine policy, as I have proof of this request in writing. 
  

  Also, I still need my account closed! Ive asked repeatedly, and it still show active  please resolve this. 

  
  Sincerely,
  
  *** *****