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:28/01/2025

  Type:Product 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 was charged 250$ to my credit card for equipment that I returned 3 weeks ago to their drop off location in ****** ON. I have been in contact with the support line and have been told I am not able to have a refund because they can't find the equipment, or it has been lost and therefore not scanned into the system. They will not therefore offer me a refund or any other support.

  

  Business Response

  Date: 11/02/2025

  Hello *********,
  
  Weve reviewed the details of your account and the timeline of events regarding your equipment return and refund:
  December 30th: You contacted us via chat. to close your service, as you had moved to a location with internet. At that time, we provided instructions on returning your equipment and sent a follow-up email with the details.
  January 25th: As the equipment had not been returned, a charge of $394.37 was applied to the credit card on file.
  January 28th: You contacted us again via chat, expressing concern about the charge. Initially, you mentioned mailing the equipment back, but upon clarification, you confirmed that you had dropped it off instead. Your concern was escalated.
  January 28th: we followed up with an outbound call to your father (the cardholder) and, we agreed to refund the full $394.37 despite not receiving the equipment.
  January 31st: You chatted in again, stating that $250 had not yet been refunded. You were informed that refunds typically take 3-5 business days to process.
  At this time, your full refund has processed. If you did not see the funds please engage the bank and let us know, and well be happy to follow up.
  We appreciate your patience and understanding. Let us know if you need any further clarification.

• Initial Complaint

  Date:06/12/2024

  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.

  I have paid for Start internet services for about a year without any issues. I was not charged for my November bill. We are set up for pre-authorized debit payments, however they did not attempt to take the funds out of my account on November 1st. Then on December 1st, we got a notice saying that we owed triple what our regular payment is supposed to be. Upon checking my bill, I am now being charged for several other things such as modem rental, NSF fees, and the regular price for our internet has gone up without our knowledge. We have received 3 notices now stating that our internet may be cut off if we do not pay this amount. I have been attempting to get in contact with them for several days to no avail. Every time I call, I am placed on hold for about 30 minutes before the line says all of our agents are busy. Please try again later. Im very disappointed in this service as I cant even rectify the issue or ask for clarification on how my bill is so high.

  

  Business Response

  Date: 20/12/2024

  My apologies I had believed I had sent this response earlier
  
  We recently assisted the customer (on De 12th) regarding their account and would like to provide a summary of the situation and the resolution:
  
  The customer had signed up for the More Bang For Your Buck ********** which was a 1-year offer.
  The promotional rate ended on November 1, 2024, and the pricing reverted to the standard in-market rate.
  Due to a system upgrade issue, billing for November was delayed for some customers, including this one, which understandably caused some confusion and inconvenience.
  
  To resolve the matter:
  We agreed to extend the promotional rate for an additional year, from January 2025 through December 2025, as a goodwill gesture.
  We also adjusted the November and December bills retroactively to reflect the promotional rate, reducing the customer's balance from $154.81 to $98.63.

  This adjusted amount is deferred until December 13th, 2024 to provide additional flexibility.
  This resolution was communicated to the customer, and they were satisfied with the outcome. We remain available for further support if needed.

• Initial Complaint

  Date:02/10/2024

  Type:Product 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.

  I saw an ad for internet, ************ phone services with Start.ca on ********. Start is an affiliate if ***** so I didn't hesitate to sign up. My package was mailed to me approximately July 12/24.I was promised cable channels including all local GTA channels plus sports . The internet service was acceptable but the cable reception was intermittent, and sometimes not available at all. I called customer service 3 times for technical help. The 1st time I was told they were aware of the issue and to be patient. I called the 2nd time on July 18th to advise I had no reception at all for ***********, again, they said they were aware of the problem & were working on it. At that time I was told I could get a 100% refund if I cancelled within 1 month. On July 25th I called again with still no resolution to my problem I cancelled all of my services.I paid $109.61 and only received a refund of $39.07. I've requested a full refund twice and they have told me I got a prorated amount.

  

  Business Response

  Date: 16/10/2024

  
  We are completing a thorough review of the issues that contributed to this recent experience, and we want to extend our sincerest apologies for what occurred.
  
  After careful consideration, we agree that the full amount should have been refunded.
  
  We have now corrected this issue, processed the remaining refund, and the customer should see this reflected shortly.
  
  In addition, we will make sure to review the situation with the representatives involved after your cancellation and reinforce the correct process to prevent this from happening again.
  
  We have made the customer aware via voice mail and an email

  Customer Answer

  Date: 16/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22373242, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Susan Slupik

• Initial Complaint

  Date:22/08/2024

  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.

  Our internet has been dropping for nearly a year to the point now where it is impacting my work performance in my home office. I am dropped from meetings multiple times an hour. I have been calling on and off for months and have replaced all of my equipment and they refuse to fix my internet issues. They keep having me call back and repeat the same steps with no resolution. There is a busted internet box outside of my house they refuse to fix and they recently updated the infrastructure around our home to fiber (we did not upgrade our internet package and still have cable internet). Their tech showed up and sat in my drive way for 30min and never came in to check the equipment.

  

  Business Response

  Date: 27/08/2024

  We understand how frustrating it can be to diagnose and resolve a complex signal issue. As noted, we had the infrastructure owner send out a technician, and despite the damage to the pedestal, they reported that the signal to the home was within spec and stable.
  The work we did to replace some of our equipment was intended to rule out any issues on our end. Given the technicians findings, we'll need to collaborate and potentially make the most of our StartCARE app to help narrow down the problem.

• Initial Complaint

  Date:16/11/2023

  Type:Product 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.

  Canceled services for October 31st. I was told by the supervisor that I would be refunded the entire amount I'd spent on them, as I was only with start.ca for less than a month. They have had their equipment back since November 10, and they are still trying to say they don't have it and that they will not return my money until I return their equipment. This type of thing is exactly why I cancelled with them...because they told me they were going to charge me for a tv box that had already been returned to them, and had a replacement sent.I'm not at all impressed.

  

  Business Response

  Date: 27/11/2023

  Regarding BBB Complaint 20879578
  
  
  Good day and thank you for your message.
  
  Please note that the request for refund was processed on November 17, 2023. All refunds are applied to the original payment method used at the point of purchase. 
  We realize that it may take some financial institutions 3-5 business days to process a refund.
  
  We apologize for the inconvenience and wish you all the best.
  
  If you have any other questions or concerns, please feel free to reach back out to us and we'll be happy to review.
  
  Best regards,
  
  Al Uniac
  Customer Experience Director
  **********************
  

• Initial Complaint

  Date:19/04/2023

  Type:Product 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 not happy at all They take money out 3 x in a row put 1 back & kept 2 & then took even more money out I want my money back & never have an account with them again My bank I tell them about what they did to me so the bank say they will never let this happen again but to file a complaint with bbb

  

  Business Response

  Date: 24/04/2023

  This customer was billed twice and refunded both after a billing glitch.

  There was then another payment processed, that was also refunded.

  Although far from ideal, we did email the customer, then called her and explained it and adjusted the billing.
  During that interaction she indicated to cancel the tv portion of her service.
  This caused pro ration and complicated an already confusing situation. 

  I have since removed all the TV changes (not just the pro rated part) and attempted to call her to explain.

  Her voicemail indicates it is not set up.

  I have emailed her to try to initiate contact.
  We have double checked and are confident they were only charged for services they received, verified things will be consistent moving forward and apologize for the entire issue

  Customer Answer

  Date: 24/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: ** Bank agrees with me that what they have done is not right at all. I have gotten rid of Start now & am with a much better internet & tv company & want nothing to do with Start ever again. I have changed all my banking info now so they can not steal money again.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 15/05/2023

  emailed the following
  I tried to call you today so we could review your billing.
  It is clear to me you were billed twice and refunded both after the billing glitch.
  There was then another payment processed, that was also refunded. Although far from ideal, we did email you, and from what I understand we then called explained it and adjusted the billing.
  During that interaction you indicated to cancel the tv portion of the service.
  This caused pro ration and complicated an already confusing situation.
  I have since removed all the TV changes (not just the pro rated part).
  This leaves a credit balance on your account of $71.62.
  We have double checked and are confident you were only charged for services you received, I am confident things will be consistent moving forward and apologize for the entire issue.
  If you would like to speak with me please let me know some dates and times I can reach out.
  Sincerely

  

  Business Response

  Date: 29/05/2023

  Hello
  We have tried to engage her to clarify what had happened, and how we addressed it.

  Although it was unfortunate we did address it directly and did our best to recognize the inconvenience.
  The customer is now with a different provider and has not replied to any attempts to contact.

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:26/09/2022

  Type:Product 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.

  Experiencing yet another outage in internet service, spoke to two separate online agents with the company whose response to being asked for help is essentially "No." Refusal to assist, refusal to create a support ticket without spending hours on hold on the phone. Their live chat option has a technical support option but its been greyed out so you can't click on it. They used to offer support via live chat but now insist customers waste hours of the day instead of just providing 5 minutes worth of assistance. The 'customer service' was abysmal. Both employees i dealt with, ***** and ******* made it clear they were not there to help, leaving me wondering why we should pay them another dime. We've been customers for years and theyve done this to us several times.

  

  Business Response

  Date: 26/09/2022

  ****** was looking to arrange a tech visit for his internet being offline through our chat function.

  At the current time we do not offer comprehensive technical support over chat or social media.
  the reasons are many, but come down to the ability to gather comprehensive data during a trouble shooting phase, and coordinate the follow up processes that can be varied also.
  
  We did offer to have a rep reach out at any day or time on the phone to assist but that was not an option for the customer.

  We understand the frustration, but do all we can to make things as convenient as we can.

  The vast majority of the time our call wait time is under 2 minutes (although that's not guaranteed), and once on with a rep, we can usually get the information in relatively short order.

  We are looking at ways to better assist all our customers and expanding our online ability is part of those plans.

  Customer Answer

  Date: 27/09/2022

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:31/05/2022

  Type:Product 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.

  Service went down, customer service refuses to help without sitting on the phone for a massive wait time. I require this internet service to work, and do not have time to spend hours on hold. They could help via email or chat but simply refuse to. This company just raised prices, but their customer service has gotten considerably worse.

  

  Business Response

  Date: 22/06/2022

  Business Response /* (1000, 5, 2022/05/31) */ Hello ****** We understand your frustration but when we are dealing with technical issues outside of area outages and/or line failures, we do need to gather information to determine the cause. At this time we require that to be done via phone calls (or our StartCARE app)to get to the heart of the issue. We do apologize for the wait times. That is not usually an issue for us but on the odd occasion it is, we do know that can exacerbate the situation.