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:03/09/2023

  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.

  In December 2022 I had $417.00 drafted from my checking account without explanation. I called Peak Internet and asked what this was about. My bank statement showed a dozen debits for the same amount in a span of seconds. I was told there was an error and I was added to a refunds sheet. I have been pending my refund of $417 for over 60 days. It was supposedly sent back for escalation on 2/7/2023 and as of 3/9/2023 I have heard nothing nor have I received my refund. To have my account erroneously drafted days after Christmas just before the beginning of a new month put a tremendous financial strain on my family. I do not receive refund status updates from Peak Internet and when I call to inquire I keep being told the same thing, I am on the refunds sheet, and I have to wait for my request to be processed. But if it was money they erroneously ADDED to my account, I am sure they would be making collection threats. This is TERRIBLE! To have to chase a business for money they took from me! $417 is a car payment, it's my weekly grocery bill. It pays for my childcare. DO NOT USE PEAK Internet. Terrible internet service and apparently customer service to match.

  Business Response

  Date: 03/09/2023

  I immediately called ******* when I read this complaint. Her ticket for this warranted refund was accidentally closed by one of my CSRs. I spoke to her and went over process and policy so this does not happen again. I also escalated this refund as an emergency refund to our finance department and will monitor it personally until it has been completed, then I will reach back out to ******* to confirm she sees it on her side too. She is a valued customer and I felt terrible that this error occurred. I also let her know if she ever needs anything at all, to please reach out to me directly. As the *********** Manager, I am always an advocate for my customers. I care very much about their experiences. ******* was very gracious with her kindness once I explained what had happened and I was very grateful for that.

• Initial Complaint

  Date:12/06/2022

  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 had continuous issues with this Internet provider service for about 5 years now. Anyone would ask why I continue to do business with this company and it is because it is a monopoly in my area and I am not able to obtain Internet service from any other provider. I need and use this service for my place of employment as I have worked from home for 12 years now. I have a desk calendar that I **** everyday that I have an issue with Internet connectivity, which I pay for business class service, and I literally have approximately 200 days flagged with Internet connectivity issues . Most days I just struggle through the day with dropped calls and dropped Internet connectivity. When my day becomes impossible to work, it is then that I call the company to ask for assistance. The company refuses to assist me with my Internet connectivity issues. For example I have a ticket that has been opened for nearly a week. I contacted the company 3 days after my initial ticket was opened and nothing had been done yet. I contacted the company 5 days after my initial contand was informed still yet nothing has been done about my open ticket. I know not of anyone that can miss 5 days of work without monetary or loss od employment issues. I feel like the company is intentionally putting me off and not resolving my issue because they know that they can get away with it. I also feel that because they know of their position in my area that they are not spending the necessary funding to update the equipment in the area in order to accommodate the service that they claim to offer. They consistently make excuses as to why I am not getting service but some employees have been honest enough to inform me that I'm not getting the service that I pay for or should be getting. I believe this to be some sort of contract breach as I'm paying for a service that is continually not provided. I am losing monetary compensation and could eventually be without employment.

  Business Response

  Date: 12/06/2022

  Due to ****************' location the service she is getting is the best we can provide. We have had our Network Engineers work on things to improve them. Her issues are intermittency with speeds. There have been improvements but she is lacking consistency. **************** has been very rude and threatening many times during our conversations despite us being professional and patient. We do not have a monopoly but because she is so remote the only other option for her is to go with Starlink, which we have encouraged her numerous times to do so. She refuses to switch providers because her employer won't allow a satellite connection. We have issued credits on her account to try and alleviate her situation and do sympathize with her. Unfortunately in the Mountain regions in CO it is difficult for people to work from home because there is not fiber available. There are very few companies willing to provide any service at all in the mountains because of geographical limitations which is why we are the only ISP offering a line of sight connection. We do our very best for all of our customers and try to deliver a quality product. In the situations where our best is not enough for certain customers, we recommend they go elsewhere rather than continually be dissatisfied with our service. **************** refuses to do so.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18529046
  
  I am rejecting this response because:
  Literally none of this has happened. We should be trying to come to a resolution. This response like the other responses are very intimidating/defensive and "the customer is always wrong." I have never threatened anyone, only to say that since I am not getting any assistance to even try to make things better that I would be contacting the BBB and anyone that will listen. I am paying for business class service to ensure that my needs and priorities are met. I absolutely get upset because this is my career and has been for 17 years. Before I moved to this mountainous geographical location I contacted Peak Internet to ensure that I would have dependable service and my entire move hinged on what they had to offer. The service can be dependable because I have gone weeks at a time without troubles but when the connection is not good, I need assistance because I am losing wages and accruing occurrences. Many work from home employers do no let their employees have satellite, and that's just very matter of fact. No one though has shown any interest in fixing my problem since last week and I need to work. No one has ever recommended that I go elsewhere, ever. I am not refusing either, I have no choices. So instead of pointing fingers, whoever wrote this, I have obviously  had no contact with is completely off base.  I just want dependable internet so that I can afford my customers the best service they deserve. It's obvious how willing the company is to write customers off instead of make them happy by the response this individual gave. Which is not true of some of the in town office people which are able to assist.  Their has been only one credit so the plurality of credits is false. Internet service is a very necessary commodity especially since a majority of the work force is now work from home. 

  Sincerely,
  
  *****************************

  Business Response

  Date: 12/06/2022

  We have many ticket notes documenting these conversations. We have recommended Starlink since 5/24/21 and she has told more than one of our team that her employer won't allow a satellite connection. We have offered to downgrade her service so she is paying for the speeds she is getting, we have issued credits, we have worked on her antenna both remotely and on site. We have replaced her router and will go to her location again per her request in a show of good faith and that we want her service to be good. There are numerous environmental components that affect a line of **************** and there are instances where it will deteriorate over time. This is not due to us not caring, not assisting or not wanting our customers to have quality service. She has threatened getting her lawyer on retainer and filing complaints with the BBB since last year despite our efforts to do the best we can. We are a company that cares about our customers and the service we provide to them. This is an unfortunate situation and we empathize with ***************' situation.

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18529046
  
  I am rejecting this response because:
  I am dealing with the local in town representatives as they are much more personable and seem to care. Shame on you for making me out to be the monster. And yes, I should get legal involve dbecause I am paying for a service you are not providing. You have never recommended Starlink and no one is denying the fact that I said I can't have satellite. You are not coming out to my location out of good faith, someone is coming out because I pay for business class service and I am working with ****** locally *** she is great! You have not worked on my antenna, nor offered to downgrade my service. The lies you are replying with is not a good look for Peak Internet but whoever you are, you're only interested in proving who's right or wrong. You are not empathetic or sympathic, nor do you care about what happens to me, my employment, my kids, or my family. You are a not nice human being. I hope you never have to receive this kind of response. I just want internet service. 
  Sincerely,
  
  *****************************