ComplaintsforBluespan Wireless LLC

• Initial Complaint

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with bluespan wireless internet company back in December 13th of 2022 and it has been nothing but a horrible experience. I have been a patient costumer willing to work with them when it came to troubleshooting with them once over the phone and in person three times, and nothing was fixed long term. If they fixed something it was temporarily and then we were back with the same problem a few days later. I explained my frustration to them and they want to continue trouble shooting with the same approach that hasn't gotten them any results. I run a business from home and I can't afford to keep going back and forth with them because I'm losing money and time. I spoke to the manager and asked him If it was possible to end my contract without changing me because its not fair since I'm not getting what I'm paying for, and he said no. They already charged me $989.91 fee to terminate the conract which I think is unfair because I have not been given good service at all. The Internet still doesn't work and they pretty much pulled money out my account with out of my consent. I don't think it's fair that I have to pay a fee to end my contact. On the contrary I shouldn't have to pay since they have not provided the service they said I was going to get from the beginning. I can't tell you how many times they were rude and we're quicky to get off the phone. I'm one among many costumers who are complaining about the way bluespan runs their business. I did some research and they have a lot of bad reviews I just don't know if they have gone to the extend of filing a complain with you guys. Someone needs to look into this and hold these types of business accountable. I willing to take this to court if need to be because I'm not the only one being take advantage here.

  Business response

  02/07/2023

  ****** *******, ************************, signed a contract with Bluespan.
  not ***** *******
  
  We have repeatedly offered to work with the customer, but they have become abusive on the phone.
  
  Jan 11th, 2023– we attempted a service call and were told on a call ahead we were too late for them, “They explain that they will be out of the house for the next 9 days is the floors are being polished and didn't want to wait. She will reach out to me when they are ready “
  
  Jan 30th, 2023- we attempted a service call – technician noted “No one ended up being home. I waited around but no call back or text from customer. “
  
  Feb 1st,  2023 – we performed a service call – “Replaced routers with newly released 802.11AX  routers. “no cell coverage in the home, so getting ahold of Bluespan support was difficult but after reboots and a couple of factory resets, everything finally worked. Verified connectivity and speed tests with customer.”
  
  Customer is unwilling to troubleshoot with Bluespan, despite our efforts and makes it difficult to serve them.  We noted in the sales process they left the other provider because “reliability is a huge issue - sounds like wifi issue regardless”.   Customer was having similar issues with another provider.  We speculate that the customer is having issues on their personal equipment only.
  
  Feb 4th, 2023 - Customer cancelled and we followed the process they agreed to after attempting to work with them again and again.
  
  Verbally turning away technicians that are calling ahead and no shows at their own home are not example of working with Bluespan as they have claimed. 
  
  
  We are still willing to test and even replace gear if needed – they are unwilling to troubleshoot.

  Customer response

  02/09/2023

  I'm afraid I have to disagree with Bluespan. I have been more than patient and willing to work with them 

  for the last three months of terrible internet services which they haven’t been able to resolved. 

  I have been on the phone with them to troubleshoot the routers, and they couldn’t figure it out, which is why 

  they sent a technician to my house. They were able to get the routers to work that day, but the problem came back 

  A few days later. I called again to schedule another appointment for Wednesday, January 11th 2023 and the technician texted me that he wasn’t going 

  to make it. I’ve reschedule appointments with them as well, but I have notify them if  I wasn’t going to be able to make it. The last visit I had from them was on February 1st 2023 to get the routers upgraded, apparently this was going to make the internet reception better but the service got worst. It’s always that second day after their visit that the internet stops working or failing. So they are not finding an efficient solution to the problem. The company is lazy and and unorganized. I will upload a picture here of the sloppy set up they did in my office. The company is lying about me not wanting to troubleshoot with them. The approach they are taking to solve the problem isn’t working. I can’t afford to troubleshoot with them anymore while my zoom meetings keep cutting off. I can’t waist more time giving them chances to keep trying to figure this basic problem out. At the moment I’m having to pay to rent an office where I am do my work and get reliable internet services. I signed a contract  with them but under the understanding that I would have reliable internet services, which hasn’t been the case at all. Apparently they don’t see anything wrong with this situation. I called and asked to get my account canceled but they would only do it if I paid for the remaining 8 months. Which is ridiculous considering I haven’t had reliable internet. 

  On February 7th 2023, they cancelled my account and pulley money out of my account without letting me know. All I’m asking for is a refund not for the last 3 months of terrible internet service but instead of the money they just pulled from my account of $989.91. 

  
  

  I’ve uploaded screenshots of messages I have sent them showcasing you guys that I have been willing to work with them. 

  Business response

  02/10/2023

  Re: ****** *******, ************************
  
  Customer is now embellishing the interaction stating 3 months (90 days).
   We installed them Dec 15th and they cancelled service Feb 4th  (1 month and 20 days = 50 days).
   
  The period of Jan. 11th to Jan 30th  we attempt 2 times to help them and they delayed us, until Feb 1st.  Customers schedule?,   has made it very difficult to help them stating they work from home but technicians were turned away twice on  Jan 11th and Jan 30th – with us confirming service was working on Feb 1st in their home.
  
  We are willing to go back and show them that service is working, we did not turn it off.
  Feb 5th 1:43pm  - the customer unplugged the power to the equipment making diagnostics and support unable to verify service remotely.
  Feb 8th, 11:28am – customer plugged the equipment backing and it is now reporting again.
  
  Feb 9th - They also turned away the installer, stating they will keep the equipment.  Customer signed a contract that explains the equipment was not a purchase and remains the property of Bluespan.  This action further proves, Bluespan is willing to comeback, and they are still fighting with employees of Bluespan.
  
  We will help them and provide them a quality service, very much like our other customers experience.  There is no need to be misleading.  We want our customer to have a great experience.
  
  Customer referenced the appearance of the install; inside the home we leave a length of cable so they can move the router to an appropriate place (bookshelf, windowsill, desk, etc).  If they would like a shorter cable run, we would be willing to shorten the cable and terminate with a new end.  This would effectively remove potentially unsightly cable and reduce the ability to place the router in another spot. 
  
  We ask that the customer reduce the escalation and work with Bluespan. I will authorize a free service call if they can commit to a time/date and I would be willing to provide a 30 day credit to help make this period a better experience than what has occurred.
  

  Customer response

  03/01/2023

  I apologize, but after speaking to my boyfriend about the entire situation and investigating what has happened, there were errors that we made on our end that completely makes bluespan justified in their reactions.
  My boyfriend was operating under the assumption that we were working with bluespan for 3 months. I informed him today we were working with Xfinity for 2 months and then brought in Bluespan for about 1 month. During that month, we were having construction on the house most of the time and we weren’t able to have a service tech come in to tackle the issue. 
  This is not bluespan’s problem, this is our problem and we will own it. It was a miscommunication between my partner and myself. I want to extend an apology for wasting your time. We should have given bluespan more time to see if they could figure it out before trying to cancel on the contract. 
  We can close this case now. Again, I’m sorry for the unwarranted filing in this case. I didn’t mean to waste your time. If you have any other questions, feel free to reach out.
  Regards,
  ***** *******

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The business canceled my contract because I requested a refund for services after their tech was almost 3 hours late. I had no issue honoring my monthly contract, I simply do not want to pay for services quoted that are not honored. Tech was to arrive between 9-11 am. Tech arrived between 12:53 and 1 pm. I was out a full days work waiting with no phone call. I was told I would be call Monday September 19, and received no phone call. I called and followed up many times and was accused of “blackmail” for posting a poor review. Still, service were not what they quoted me.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Bluespan who is an internet provider. They advertised that the speed you pay for is guaranteed because its a dedicated connection. This is false. For the last two years we have had nothing but internet issues and to no resolve. Bluespan would give you the run-around. They couldn't fix the issues of slow speeds because they overwhelmed their towers with too many people. Everyday around 5 p.m. the internet would decrease by less then half the speeds i was paying for and my ping would quadruple. Ive filed many complaints (tickets) for years and never got the issues fixed. Yesterday we contacted Bluespan because we are moving to a new home and wished to cancel their service. The company charged me $1000 without first confirming. I called to ask why. The customer support staff said i never called them back when my internet wasn't working. They are trying to turn the issues back on me as if i didn't do everything i could to make the problem known and ask for a fix. I have countless emails of the tickets ive created dating back to October 2019. Ive complained of slow speeds from that time until now. For over 2 years ive made complaints ive made complaints of slow speeds!! Bluespan told my wife that our dog must have biting into the cat5e coord causing the issues. WE DONT EVEN OWN A DOG. They have made countless excuses of why our internet is slow but never offered to cancel the contract. They held us hostage in contract. They falsely advertised their internet guaranteeing speeds, however only a daily basis we do not receive those speeds. The speeds are 20 mbps down. We only get those speeds in the dead of night when nobody else is using the internet. Upon request to cancel contract they stated we have to pay the remainder of the contract. Upwards of $2400 dolalrs!!! As you can see in the attachments i have made numerous tickets for issues with speeds and internet for years so their excuses are false. They would never allow us to cancel contract.

  Business response

  10/28/2021

  Customer called in multiple times - as shown in their own correspondence here. Bluespan staff always responded/called back to engage. our records indicate that each and every time the customer was called, they did not call us back. Additionally, we show that we offered to send an engineer to their home to help them determine what their local issue might be. They refused/did not respond. This was offered again in a response to their public review slamming us online, and again instead of responding, allowing us to come help them - they ignored and left nasty voicemails for the CEO. It is clear from reviewing the notes, that this is about a customer who decided to move and instead of moving their service to which they are under contract for they canceled and were billed the early termination fees pursuant to the agreement that they signed and initialed on every single page. They are disgruntled over this and are using various reviews and now the BBB as a way to try to Bully their way. Sorry, but that is simply not appropriate, the customer has no grounds for this complaint. The Facts are clear as day. They include all call logs, all email correspondence, and voicemails. 

   

  Customer response

  11/12/2021

  This is absolutely incorrect. I have plenty of proof to show we have been requesting to cancel service with Bluespan for a very long time (over 2 years!!!!). They held us hostage in the contract. Bluespan "guaranteed" 24/7 speeds. We have made countless tickets over the phone for years. Each time it takes over 40 min of my day to call and complain and we never get any resolve. After calling in so often and never getting the issues fixed we requested to cancel contract. They stated we could not! We asked for a supervisor and a supervisor would never call us back or be available to discuss the cancelation process. We were told we aren't allowed to go to the business in person because of COVID.

  Bluespan lies when they say they reached out to us and it was our fault we never called back. When we called back we still did not have our internet fixed. Thats their way of saving face. They all know their tower was over populated with people and thats why the speeds were never they're. So we were paying for speeds we would never get. They went against contract not me!!

  This isn't a recent attempt to get out of contract. Check all my attachments. Its been over 2 years of us asking to leave contract because we lost internet service on a daily basis. They never fixed our internet. They were hostile towards my wife and rude to me. Pretending to help me but only keep me on the phone for a long time and never resolving the issues. Bluespan would credit our account on many occasions because of poor internet. Involving BBB is not my attempt to bully Bluespan like the CEO states. They have been bullying us for far to long. I have reaching out to BBB to show proof how bad this company is. Also i will be taking further steps against Bluespan. Imaging the CEO of Bluespan saying im trying to bully them after they held us hostage in contract after so many request for so long to get out of contract. 

  Im only allowed to attach 4 but i have many more screen shots of both me and my wife wishing to cancel contract that dates back 2 years. So the fact that ***** the CEO of bluespan thinks we are only recently trying to cancel "because we moved" shows how lost he is or he is being lied to by his staff. Either way he never reached out to us to discuss anything so that's enough proof to me that he doesn't care about his customers and is greedy. We have spent endless hours on the phone and for him to say we never called back to "fix the issues" is all lies. I have about 20 more screenshots of us requesting to cancel service, get credit for bad service, and requesting to speak with a supervisor but was always denied. 

  Business response

  11/18/2021

  Customer was skeptical joining Bluespan and we offered them, “We offer a 30-day customer satisfaction guarantee and a 5% discount off any monthly cost”. This option was never utilized when they joined the Bluespan internet service.
  
  Customer is misrepresenting, the responses on behalf of Bluespan.  We have the dates and times we appeared and worked at Mr. ******’s home 4 times, besides the installation date and the cancellation date for a total of 6 times, in roughly 2 years.
  
  Along with free service calls, we also provided the customer with 4 Services Credits for the deficient service while we made repairs, restoring his service.
  
  We encourage all customers to sign for shorter terms when you’re worried about a service.  We offer Month-to-Month, 1-year, 2-year, and 3-year terms.
  
  We offered to move with the customer to a new address and they declined.  Cancellation of service is clear and concise in our terms and conditions that were signed back in August 2019.

  Customer response

  12/08/2021

  I signed up with Bluespan and was paying for 20 Mbps speeds down. The problem with this is that for the last two years we would drop speeds below 8 daily. Both me and my wife would call and complain about slow speeds. The number of calls is documented. Bluespan is now saying they would try to resolve the issues. This is clearly untrue as you can see the overwhelming number of tickets made for poor and unreliable internet. The response we would get was also sickening. We were denied every time to talk with a supervisory. When we called to discuss the internet issues it was never brought up to management. They would hold us on the phone for 30 to 45 minutes, but the internet was never fixed. Their customer service phone number would never resolve the issues over the phone. We asked for the issues to be resolved on numerous occasions. Also, the Bluespan rep would tell us that there is no supervisor on shift every time we called and requested a supervisor. When we asked to cancel contract, starting two years ago, Bluespan said they would not allow it. We asked to cancel contract because we were never getting reliable internet. The contract we signed was for 20 Mbps down but we were lucky to get on average 6 Mbps. The Bluespan rep stated that if we were to ever move homes that would be the only time we could cancel. Well, that day finally came. I called in to Bluespan and stated that we are moving and wished to cancel. After 2 years of constant complaints and issues from us with Bluespan's service and very poor and inconsistent internet we were excited to finally no longer deal with the company. However, the statement that they gave us for the last two years ended up being false. Bluespan was now saying that they would check our new home to see if they could provide new service to us. I was very upset. I stated to Bluespan that they have been ripping us off for far too long. The internet issues were never resolved and for all the wasted phone calls and my time I wished to just simply cancel service. The Bluespan rep asked for my new address and I gave it to him. He told me he would set up a time and date to check for new service. I told him that I would like to talk to his supervisor. He told me that the supervisor is not available, and I would have to call this phone number to reach the CEO. I called that phone number, and nobody would answer. I received an email from Bluespan asking me when I was moving out of the old house and would like to terminate service. Thinking that Bluespan finally wanted to allow us to cancel contract and allow us to separate from their poor service for years, I told them November 8th is the day we are moving. I was never told I would be charged $1,025. I saw an email later that I was charged this amount. I was furious. I called the CEO and left a voicemail. To this day the CEO has still not reached out to me to resolve any one of the issues I stated in the voicemail. They never sent out a technician to verify if I could receive internet at the new location. Bluespan knows the new location cant receive internet and that’s why they charged me instead of sending out a technician with me to verify of new service.

   

  They did not attempt to fix my internet for years which is why I have so many tickets made and now they are saying that they tried to send out a technicians 4 or more times. I have been requesting to leave and cancel Bluespan for nearly two years. I have been requesting a technician come out and troubleshoot the issues for two years. For two years I would sit on the phone and the issues were never resolved. The Bluespan rep would always send a ticket out the next day as if they tried to fix the issues. Except they never did anything to attempt to fix the internet. They blamed it on a dog biting the cords. I don’t own a dog. They blamed it on me not responding to their phones calls the next day. I am a first responder and I work nightshifts. They knew this as I stated to them many times before. However, they would always try to call me early morning hours, on the hours I was sleeping. The CEO is literly saying right now to BBB that Bluespan would reach out to me and I wouldn't respond. You see the excuses Bluespan has? You can see the issues right there of poor customer servcie!! Why would a customer who calls multiple times a month, which creates a service ticket, now be told that they don't respond and therefore thats why the internet was never fixed. Any reasonable person can see past that bs.

   

  The real issues were that Bluespan overwhelmed their towers. Everyday around 5 P.M. we would lose internet speeds and bandwidth because people were home from work and using the internet. Bluespan knew this as I have discussed this to be the real issues with many of the Bluespan customer service reps. They were never able to fix my speeds and internet because of this. The towers were simply overwhelmed with users. I asked to be moved to a new tower but when the tech came out, he stated that my home can only ping the one tower. He moved me to a different "sector" of the tower. Still not allowing me to cancel contract and this did not resolve the internet issues. Bluespan then falsely charged me 1,025 after years telling me they would allow cancellation upon me moving and that would be the only way to cancel contract. I have never had to deal with such poor customer service and such lies given by a company in my life. The CEO saying I have only requested to only cancel service just recently is false. Attached is a review I left on Bluespan over a year ago. You can see how angry as a customer I am. Again, the CEO is lying stating that I have only recently requested to cancel service. You can see this is again untrue and you can see how much this CEO and the company lies to try and save face. 

  Ticket attached, Bluespan issues #20, shows the contradiction and poor service customer service excuses and lies right here. The rep explains that talking to my wife she had discussed cancelation of contract but was denied, again proof we have been asking to cancel contract for years. # 1 the CEO stating we have only been trying to cancel contract recently is a huge lie! This dates back to April of 2020! # 2 Also, further stating that my wife does not want to "troubleshoot" the issues. Why, after you have stated that the issue is with their fiber providers and not with Bluespan itself, would you need the want to troubleshoot when you clearly just said the issues are not with Bluespan itself...? 

  Attachment "Canc request" shows again that we have been requesting to cancel internet with Bluespan for years. The CEO stated to BBB that we have only been requesting to cancel Bluespan as of recent because we are moving. You can clearly see that this is untrue. We have been requesting to cancel for years. The CEO lied to BBB. He further stated that I was attempting to bully the company by contacting BBB. You can see that is also a lie. His excuses that he has given to BBB are all untrue. The CEO stated that i never returned Bluespans calls to troubleshoot the iseues. Then why would I have one, if not multiple tickets a month requesting better internet?

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 12 2021 I sent in a request to terminate contract, due to my company moving me out of state for my employment. A work request was opened to terminate the contract and sent to the CEO. I made a separate request to be given more information on this inquiry. On August 5th I was given two notices there was a zero charge for the month of August. And then there a forward email that states the my account was charged 649.87 upon calling the customer service, I was informed the request for early termination is still sitting on the CEO's desk. 1. it was never closed as to the outcome of the early termination. 2 I was never contacted about the out come or given a chance to make arrangements I was not given a receipt of the $649.87 or given notice of the amount to be charged. Several customer service contacts has been made to resolve this issue nothing has been brought to my attention by the company of Bluespan Wireless LLC. I have had the service for 2 out of 3 years of the contract.

  Business response

  08/23/2021

  Customers Contract terms were followed.  Early Termination Liability was processed in accordance with the terms of the agreement the customer signed.

  Customer response

  09/10/2021

   I was never billed for the amount as per the agreement. The amount was removed from my account without authorization and or a bill for the amount. 

  
  

  Please have the company show any evidence of a bill showing amount owed at time of termination. 

  
  

  The account never show closed, nor did I receive a notification of account being closed. 

  Business response

  09/11/2021

  Customers response is not relevant to the complaint. I've reviewed the case and our position hasn't changed. Customer signed an agreement, there was an early termination fee per his agreement. Requesting we "waive" this fee does not constitute a complaint against us with the BBB because he doesn't like the answer. We followed the terms of our agreement which he signed in multiple areas. 

  Customer response

  09/15/2021

   
  As per the complaint to Better Business Bureau is billing.
  As per the agreement of Bluespan is I would be billed of termination amount. I have not received a billing statement and or a recipe of money removed from my account. I will not accept the condition of your statement signing a contract of Bluespan should been billed as stated by contract. There is an unauthorized amount removed from my account.

*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. ↩