Information and Alerts
Alert Details
This business has 1 alert.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints which allege consumers are pre-paying for home internet service but have not received the promised service, have had their service interrupted or slowed by carrier equipment upgrades, were not adequately contacted about ongoing technology problems, and were unable to reach customer service to communicate difficulties and/or to cancel service and request refund payments in a timely manner.
Specifically, consumers allege their prepaid internet service would cease or slow because of needed equipment upgrades, and new consumers were not warned of known ongoing service issues prior to purchasing service.
In addition, consumers working from home and/or conducting e-learning for school-aged children reported the business was unwilling to provide refunds if consumers crossed a 20 GB/month data usage threshold for services designed for whole-home use. Notably, average daily internet data use for a household in the United States is much higher than the 20 GB/month threshold.
On December 29, 2020, BBB submitted a written request to the company encouraging them to eliminate the identified pattern of complaints. On January 6, 2021, the business provided a response to BBB's request, insisting the issues causing the pattern of complaints are policies and/or logistics that exist mutually exclusive of GotW3's control.
As of March 2021, BBB evaluated the business' volume and pattern of complaints and determined that the business's action plan had failed to make an adequate effort to eliminate the noted pattern of complaints.
Important Information
Customer Complaint
Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.
Reason for Rating - Factors Lowered
807 complaints filed against business
Reason for Rating - Factors Lowered
95 complaints filed against business that were not resolved.
Reason for Rating - Factors Lowered
Business has failed to resolve underlying cause(s) of a pattern of complaints.
Reason for Rating - Factors Lowered
Failure to respond to one complaint filed against business.
Payment Method(s)
Credit Card
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