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Business Profile

Internet Services

Point Broadband, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Pointbroadband billed me for charges and late fees in excess of what is posted in their customer service agreement. I informed Pointbroadband that my credit card issuer has cancelled my card due to fraud; however, they were unwilling to refund the late charges. They left me without 911 service for 4 days, while I waited for them to reconnect service, which did not require an on-site visit but simply some re-programming that could have been done remotely in less than 5 minutes.

    Business Response

    Date: 02/10/2023

    Point Broadband issued a credit for 1 Late fee of 15.00 and one reconnect fee of 50.00. 

    We researched the account and found the below details:

    Customers payment due on 11/30/22 was declined and then his account went into non-pay disconnect status on 12/20/22.  The declined payment created a CC Denial fee that showed on the 12/1/22 invoice for $30.00 as well as a late fee of $15.00, and since the service went into a Non-Pay Disconnect Status and the customer paid on 12/20/22 to restore service that created the Reconnect fee of $50.00 that shows on the invoice that printed 1/1/23.  When we tried to process the payment that was due on 12/30/22 it declined as well and created another CC Denial fee of $30.00 that would go on the 1/1/23 invoice as well as another late fee of $15.00 but I show that the account balance was paid in full on 1/16/23. 

    We didn't have any information about a card being canceled by the issuer for fraudulent charges and we apologize for any inconvenience.

     

     

  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Since Point Broadband has taken over ******* my internet service has really fallen off. Point Broadband claims they are doing upgrades, but they will take up to 18 months. I have asked for credits for the less than advertised download and upload speeds, but Point Broadband position is to just wait for the upgrades. Meanwhile, I suffer with greatly reduced service.

    Business Response

    Date: 01/10/2023

    We are currently work to improve aging equipment in this area as part of the Rip and Replace program.  Once this is finished, customer's who switch to the new equipment will see significantly improved speeds and latency.  In the mean time, the customer is on a discounted plan and saving $10.00 off the monthly bill.  We could apply a one time $5.00 additional discount for 12 months.  Unfortunately, until this project is completed, the service will not improve.

    Customer Answer

    Date: 01/10/2023


    Complaint: ********

    I am rejecting this response because:
    As indicated in attachments, the service is far less than advertised.  I live in an area with no other choices, but need service as a minimum for wifi calling.  Half price for the service would be more amendable.  The issue has been going on since Broadband took over for ****** and I know I have waited too long to report the issue, so a rebate for past service is probably out of the question.
    Sincerely,

    ******* ******

  • Initial Complaint

    Date:11/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ****** 2022 Issues started Technician came out and was here 5 minutes and did nothing. Asked for another technician Got a text from 1st tech saying 2nd tech wouldnt come Constant calls with supervisors Got equipment replaced Issue continued, started getting ignored and got runaround All while continuing to pay our bills

    Business Response

    Date: 11/30/2022

    Business Response /* (1000, 5, 2022/11/16) */ Thank you for reaching out and providing us with feedback. We have attempted to resolve service issues the customer is experiencing. We have replaced and tested the equipment onsite and confirmed we are seeing good signal and service. After several onsite visits, the customer is not satisfied and we have exhausted all of our resource to attempt to meet the customers expectations. We advised the customer that all of our tests and performance looked good on our end and advised of the limitations of Fixed wireless vs hardwired internet service. After conversations, the customer decided the best option would be to disconnect the service. We appreciate the opportunity to be able to serve the customer and wish we could have had a more favorable outcome.

  • Initial Complaint

    Date:10/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This is the absolute worst company I have ever had the displeasure of working with. My internet and land line phones are down. I own a business and cannot get any calls. I have spent 3 hours on the phone being transferred and hung up on and treated terribly. I have no idea how this company is staying in business. As I write this, I am STILL sitting on hold! 3 hours 2 minutes. Incompetence is at its all time high with these people. I am the hot potato if the day for sure. I will spend the rest of the day finding a new provider. This place ******

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/10/12) */ ***************************************************************************************************************************************************************************************************** Consumer's Issue: Service issue Point Broadband is a broadband provider offering fast and reliable internet, phone, and video services to residential and business customers in rural and suburban America. Our goal is to provide all customers quality services. We consider each customer a priority and strive to always provide excellent customer service. Point Broadband received a complaint from ***** ********: "This is the absolute worst company I have ever had the displeasure of working with. My internet and land line phones are down. I own a business and cannot get any calls. I have spent 3 hours on the phone being transferred and hung up on and treated terribly. I have no idea how this company is staying in business. As I write this, I am STILL sitting on hold! 3 hours 2 minutes. Incompetence is at its all time high with these people. I am the hot potato if the day for sure. I will spend the rest of the day finding a new provider. This place *****!." Point Broadbands response to the complaint: "Point Broadband appreciates Mr. *********** for being a customer and apologizes for the issues he encountered. After reviewing the complaint and account I see that we have since resolved Ms. ********'s service issues. We apologize for any inconvenience this may have caused and will do our best to provide reliable service in the future." Should BBB have any further questions concerning this Ticket or Point Broadband's response please contact me at the information below. Thank you, Bridget A******** ***************************************************************************************************************

  • Initial Complaint

    Date:10/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ******* internet connection issues . Called ,emailed, no reply . Call , email was told.a tech would call back , no call back . Call , email no help ever ,8 months later still no reliable service but prices keep going up no offer of any resolution or compensation for services not being received.

    Business Response

    Date: 10/27/2022

    Business Response /* (1000, 5, 2022/10/12) */ Thanks for reaching out to Point Broadband. We appreciate you taking the time to give us feedback about your service and we are working hard to improve the services in your area. Over the next 12 months, we will be making significant changes to the network in your area and you will be able to see significantly improved performance. Unfortunately, as we work on these major changes, you may not see performance improvements until all changes are completed.

Point Broadband, LLC is NOT a BBB Accredited Business.

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