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Business Profile

Internet Services

Fire Wifi LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:12/18/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    My internet service did not reset on November 8, 2024. I tried calling Fire wifi and the phone number listed on the website went to an apartment complex. I was billed for the service but have not received any service. I am seeking a refund for my November billing and for no further billing to be taken from my bank account.

  • Initial Complaint

    Date:11/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 11/12/2024 I tried to call ###-###-#### and that is not a correct number for Fire Wifi anymore and then I tried to call ###-###-#### and that is not a correct number for Fire Wifi anymore and then you go online and their address says it is temporarily closed. Very strange. I emailed a letter trying to cancel my service because it comes out of my checking automatically every month and the email got kicked back to my email. I want to cancel my service I don't want this service through Fire Wifi anymore. I do not want them to take out $110 dollars on the 6th of every month of my checking account anymore. I would like an 88 dollar credit for the month of November being that I disconnected the Verizon on November 12, 2024. I can not get a hold of them. This is ridicules.

  • Initial Complaint

    Date:01/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 signed up for a $99 per month internet plan that uses a router purchased from Firewifi. My first month of service included 285 GB of data that is supposed to reset on the 24 th of each month with another allowance of 285GB. The first month of service started on Nov. 24 of 2022. Dec. 24 th should have been my data refresh day. It did not. Its Jan. 1st. And my data did not refresh. The plan rules say that if ******** my data allowance during the month before reset day, then service will stop. My service has stopped because I have exceeded 285 GB. This should not have happened. The companies support telephone lines have failed to answer my calls on over 6 attempts. I called sales and they told me they are short handed in the support ***** it appears Im not going to get any more service from them. Im extremely unhappy. I would expect at minimum that no fee would be collected for the current month (January) 2023. I would like to hear from Firewifi with an apology and an explanation.

    Business Response

    Date: 01/18/2023

    We strive to deliver top notch internet service to our customers.  We are sometimes at the mercy of our providers that provide internet.  Many times customers use data and then the next data ********** can get used up if one is downloading games or high GB files.  so without knowing what you are using your internet for it becomes hard to identify the problem, but I can assure you not having data reset has never happened that I can remember, so my guess is someone is downloading high data files.  We can certainly give you a call to work for a resolution.

    Customer Answer

    Date: 01/19/2023

     
    Complaint: 18669345

    I am rejecting this response because:

    The representative did not address my complaint entirely. There was no mention of my complaint that I was unable to contact any form of technical or customer support during a 10 day period starting on Dec.24th. I can understand that they may have been closed during that time, but they should have shared that information. Instead they simply did not answer any calls, period. Their customer support was non existing. I eventually did reach a tech person in early Jan. who helped me. Again, my main complaint is that they were virtually not in business during the holidays and I was left with no recourse but to file a complaint.

    I would suggest that if they are shorthanded of personnel in the future, at lest say so in a phone message so that I am not on hold for 45 minutes.

    It frustrating that their response totally ignored my complaint.

    Sincerely,

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

    Business Response

    Date: 01/23/2023

    I appreciate your response, but they were in the office during that 10 ********* you mentioned, but with higher demand for calls.  Hold times were certainly higher as it always is with the holidays, but they worked through all their calls.  The customer service is handled by Infinite internet and it sounds like everything has been resolved since then.  if you are still having issues please reach out to infinite, but FireWifi is over customer acquisition and we can certainly escalate customer challenges.  Please let us know if we can assist in the future.  We wish you the best.

    Customer Answer

    Date: 01/23/2023

     
    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:07/06/2022

    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.
    Have internet with this company and Cannot get in touch with tech support phone rings several times and hangs up. Can only get contact with sales and they have sent several emails to tech support with contact info and no one responds. Have been trying to get in touch with someone for over a week with no success. **************** did not want me to contact bbb but have no other way to get this solved. According to sales people for this company they have been bombarded with phone calls and complaints about not be able to get in touch with tech support this is my primary source for internet and we work from home also stressed this to people at sales still have no contact from tech support at this time. Please helpppppppp. Thanks

    Business Response

    Date: 07/07/2022

    Thanks for reaching out.  I appreciate what you're going through.  We have passed all of customer services and billing to Infinite internet Corp for all Fire WiFi customers.  We are unfortunately not able to control how they respond, but we will also pass this message along. I do know they have had many calls, but we will work hard to get your concern resolved with them.  

Fire Wifi LLC is NOT a BBB Accredited Business.

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