ComplaintsforAireBeam

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the connectivy discount with internet company and when I moved out here in the end of march 2024 airebeam they would not add me on the discount when I was eligible to get 30 dollars off. I contacted the supervisor and she told me that she would come up with a plan to lower my bill and she did come up with a plan and she lowered other customers bills and did not lower mine and I want this company to lower my bill because other customers are paying 45 dollars a month. This is a bad buiness when the supervisor lied to me told me she would help me and she didn't do nothing and they are advertising on tv how they are giving customers discounts and they are not giving me no discount.I also want her to give me credit for the months that my bill was suppose to me 45 dollars a month instead of 75 dollars a month. I want to be contacted by email because she claimed to call me and she never left a voicemail and I did not have any missed calls from her. I contacted ******* back and they said she was not available and that she would contact me on the portal and never contacted me back at all to resolve the issue.

  

  Business response

  09/20/2024

  Background:

  Customer Service Initiation: Ms. ***** initiated her service with AireBeam on April 1, 2024, and is currently enrolled in our 750MB Fiber plan at a rate of $75 per month.

  *** Discount Inquiry: On April 10, 2024, Ms. ***** inquired about transferring her Affordable Connectivity Program (***) benefits from a previous provider to AireBeam. However, the *** program had already been closed to new enrollments and transfers as of February 7, 2024, per ********************************* (***) guidelines. This was communicated to Ms. ***** via multiple emails, and we also informed her that the program officially ended on June 1, 2024.

  Current Billing and Discount: Ms. ***** has requested that her bill be retroactively reduced to $45 per month and that she be credited for the difference. Unfortunately, this request cannot be fulfilled as she was not an *** recipient under AireBeam's service, and our internal transition plan only applied to customers already enrolled in the *** before the closure date.

  
  Resolution Steps:

  Offer of Service Adjustment: ****************** is not eligible for the *** discount for previous periods OR to be transferred to our Community Action Plan, we have offered to switch her to a lower-tier plan (Fiber 500MB) at $55 per month to help reduce her monthly costs, which she has not yet accepted. This offer remains available to her.

  Final Position: AireBeam is committed to providing the best service possible while adhering to federal regulations and company policies. Ms. ****** current billing is accurate based on the plan she selected, and we are unable to offer credits or apply *** discounts retroactively.

  We trust that this clarifies our stance, and we remain available to assist Ms. ***** with any further concerns or adjustments to her service.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've contacted customer support numerous times about issues with the ***************** one representative helped me to determine the equipment provided is faulty. He assured me that the ticket opened was set to critical but have not been contacted by anyone. I continue to have issues and have reached out yet again with no resolution, just a promise to be contacted once again. I feel like this is the only way to get the attention of the company to have this issue resolved.

  

  Business response

  05/01/2024

  AireBeam Fiber Internet - Response to BBB and *******************

  
  To Whom It May ******* and Mr. ********************************** Customer ID ***** - Service Issue

  
  We have received the complaint filed by Mr. ******************* regarding the guarantee and warranty issues with our provided equipment and subsequent service interruptions. At AireBeam, we prioritize our customer experience and are committed to resolving any issues promptly and efficiently.

  
  Service and Support Actions: Upon reviewing ************** account and complaint, we attempted to reach him to arrange a replacement of the faulty equipment and discuss further the issues he has faced. Unfortunately, we were unable to connect with ************** as it appears that his voicemail setup was not active, and thus we could not leave a message.

  
  Resolution Offered: To ensure a swift resolution, we would like ************** to contact us at his earliest convenience at ************ to confirm a dispatch appointment for the replacement of his router. We are prepared to address and rectify this situation immediately.

  
  Compensation for Inconvenience: Furthermore, recognizing the inconvenience caused, we have credited ************** account with a $30.00 service credit to compensate for the delays experienced.
  We appreciate ************** bringing this matter to our attention and assure you of our best services at all times. We look forward to resolving this promptly and to **************' complete satisfaction.

  
  Contact for Further Assistance: Should there be any more details required or further issues, please do not hesitate to reach out directly to our support team at ********************************** or the number provided above.
  Thank you for your attention to this matter and for allowing us the opportunity to ensure our customers needs are met.

  
  Sincerely,
  ***********************
  Director of Operations
  AireBeam Fiber Internet
  ***************************************************** #*****
  *******, ******* 85028-6039

  Customer response

  05/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

  Customer response

  05/02/2024

  Hello, I am indeed not satisfied with the resolution to my case. I spoke with a customer rep this morning and was assured the issue would be resolved today and it indeed is not. I was told a technician would be here to swap out the faulty equipment and I informed them I would not be home nor anyone else until after 2pm. The rep told me that would not be an issue and notated that information in my file. The technician showed up at 1:30 and because no one was home he left. At 2pm when I got off of work I noticed a missed call with no voicemail so I called the number back, I was forwarded to a voicemail that stated it was an airebeam employee so I left a message and called the customer service number. The rep I spoke with again assured me that I was scheduled for this afternoon, but when contacting the technician he said he would not be coming back out today because he showed up at 1:30, called and knocked with no answer. 

  

  Business response

  05/06/2024

  Equipment swap has been completed, closing response request. 

  Customer response

  05/09/2024

  
  Better Business Bureau:
  

  After many, many phone calls and issues with the techs the equipment has been replaced. Hopefully this will resolve all of the issues I was having. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever week the internet service goes down and stops working. I have to call tech support and when I able to get hold of someone which is rare they have to fix something. Im always told that its a tech issue or they are updating the system and mine was missed or skipped. They charge $70 a month and I get to actually use it like half the time because something is always being updated or fixed. The customer support hours are not reliable either. Like its down now and you have to leave a message and someone will call back within 24 hours.

  

  Business response

  09/22/2022

  Thank you for reaching out to AireBeam, it appears you have been in contact with our billing department supervisor, as i see a credit for service was provided on 09/21/22 in the amount of $20.00.  We appreciate your business and understand your frustration.

   

  Thank you for your continued business, 

   

  AireBeam. 

*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. ↩