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Complaint Details
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Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have a long history of ongoing internet issues with Breezeline. The latest being the first week of September when it was off and on repeatedly 3 separate days of the week.On Monday 09/09/24, I called when it went down. On Wednesday 09/11/24, I called several times when it was down for hours. I was told that someone would be out to resolve the issue on Monday, 09/15/24. I asked and spoke to several supervisors who repeated the same thing. I told them that that was unacceptable that I could not wait until Monday. They all had different explanations as to why it was down including a modem offline and service maintenance. I'm attaching documentation (text screen shots) showing service out on 09/11/24 and the appointment date of 09/15/24 for repairs. My neighbors service is also out when mine is and I have a newer modem and I'm 100% sure the issue is not on my end.There are also some screen shots of losing connection.I'm also attaching Disruption of Service letters that I have them send me so I can forward to my supervisor who I am accountable to. I work from home and rely on stable internet to keep my job. Obviously, when the internet goes down, it also causes more work for everyone who I report to. We pay $94.99 monthly (never once late) for internet only. I feel that it shouldn't be too much to ask to receive the service without constant interruptions and to be told that it is going to take 4 days for someone to resolve the problem.
Business response
09/27/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Customer response
10/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.I am only closing this as to follow it through to completion. The small billing adjustment made isn't much satisfaction for the amount of connection disruptions that we experience on a regular basis. Moving forward I will be documenting every instance of issues and recording calls if I have to do so to show what it is like to call customer service when there is an outage. If these issues persist, I will not hesitate to file another complaint in the future.
Regards,
****** ******Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I did file a complaint with the BBB and Breezeline internet before... maybe March or April of 24. I was contacted by **** from Breezeline customer care service on April 25, 2024 and was told all mailing / junk would stop being sent to me. As of today, 09.24.24 I have received 9 pieces of junk mail... photo attached. My service with them was cancelled and I am still receiving junk. I am no longer interested in this company... please help me stop getting this junk mail.thank you,*****Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for internet service though Breezeline after moving into my new home. They set up the appointment for the tech to come out and set it up. There was an issue after the first tech came out and they had to send a second. I was told by the support representative that I would not be charged for the second visit since there was an issue from the first visit. My bill has come in and they put a $75 charge on due to "inside wiring". I talked to support again saying the tech did nothing with inside wiring and asked why I am being charged. They said yes, they do not fish wires and that would be the job of an electrician and that the tech made a note that he recommended an electrician come out and look at the wiring. So, they are essentially trying to charge me $75 for a recommendation. Breezeline is a horrible company. I have many family and friends who have nothing but complaints about them as well. They should be out of business at this point.Business response
09/25/2024
Attempts to contact Mr. ******* on two separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank youCustomer response
09/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** *******Initial Complaint
09/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed up for service on May ******* during a promotion the business was running to receive two months for free after 90 days of service. The tier of internet we selected would qualify us for the $100 amount gift card. I reached out September ****** to follow up with our gift card (99 days later). I was told that we met all the criteria for the gift card and that the third party who handles it typically will take 7-10 business days to distribute them but was given their phone number to reach out to see where they were at in the process. I reached out to the company and they said they have not received the necessary information from breezeline to distribute our $100 gift card. I waited a week and called Breezeline again September 11 to follow up and a new ticket was created and was told it would be handled that day and that the gift cards that were suppose to go out for the June 1 sign up was having errors. Called September 12 and was told not sure why I was told that it typically takes 24 hours. I called again September 13 and was advised nothing new and usually takes ***** hours. Reached out again Monday September 16, was told nothing new on the ticket and it was still waiting to be looked at by a supervisor. I have since reached out every day since then and have still not received ANY correspondence from Breezeline. I have also reached out to the third party company that handles the gift cards and they confirmed they still have not received the information necessary from Breezeline for my gift card. We are seeking our $100 gift card.Business response
09/21/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Modem has been experiencing issues within the radio which has caused me not to have service!I was told Id be charged for the service call if $175 then they f services/wirining/ optics need to replaced Id be billed.EXCUSE ME- day 3 today..I called again, spoke to ****** ******** who said they were supervisors they could offer me a credit if $36 Its unexceptionable that f Im paying for a service and equipment that is faulty and you want me to pay for not having service and for a tech to come out.When asked for the cooperation number I was given a general mailbox numberBusiness response
09/21/2024
Attempts to contact Ms. ******* on two separate occasions have been unsuccessful. I have provided my
direct contact number should she need further assistance. Thank youInitial Complaint
09/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have an account with ********************** Ive had it set up on autopay since I started my account. In May of 2024 I had some fraudulent activity on my checking account so the bank deactivated my card on file with Breezeline. I agree I forgot to change the card on file before the debit was going come out. I did go on my app on my phone and correct the autopay. So heres the issue I just got a bill stating Im 2 months behind, but I just noticed I paid 2 payments in July that they say covers July, and then I paid my bill in August 1, which ***** they was claiming they had no such payment from me. Then I was told that payment was for the end of July as well. Ive had no issue with my payments but now all sudden Im 2months behind because they bill a month. i wasnt told that before somebody has mesSed up my account but it wont be i have made payment on time sine ive had this account.Business response
09/19/2024
We have gone over billing and payments with Ms. ********* thoroughly. If she has any new or different records of a payment made that did not post to her account we will certainly research anything unaccounted for. Thank you.Customer response
09/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I still feel like that Im not behind with my payment. I was on auto payment until May when I had an issue with my card and my bank deactivated my card. I went in a changed the card and saved it. Im hoping I sent you the bills that run together. But the May bill run into June, the June bill runs into July. So I dont understand why I have 2 payments for July. And I paid at the beginning of August, and they say thats for July. Im not agreeing with what they are saying I hope I sent the correct bills for you to see. Some how they messed up my billing and now Im getting text to disconnect and I have a promise to pay by Oct 4 in the system. What kind of business is this.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
09/25/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank youInitial Complaint
09/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have issues with the Cable Internet Monopoly Breezeline. I keep having internet outage issues, but their website never discusses outages and always lists whatever area you put in as "Not experiencing an outage" despite third party outage detectors and reporters showing a rise coinciding with experienced outages. Their website does not have an easy way to report an experienced outage, and instead runs you through reset and troubleshooting, and pushes you to purchases to upgrade or buy new equipment. There is no way to report an outage or show a trend. When you call or contact their support, they run through the same things, but claim to not be able to assist. My recent issue they claimed to see several outages reported on my modem, but said it could only be handled via an disruptive visit from a tectnician. I needed to put off an entire weekday of work for an appt of all day for someone to simply "check the lines". I informed them I was in an apartment and it didn't require an appointment to check the lines outside or on the street. They claimed if I didn't want the appointment, They could not assist. It feels like an entire abuse of the utilities relationship to not take reports of outages ************ the end: There's no way to report or track reports of outages. The entire process seems to be purposefully desined to discourage people from reporting outages or lack of service. They push you to do the same things over and over, and push upgrades and extra services to try to entice you to spend more on your bill. If you are firm, they want you to waste your time on something that is truly simple. Does the electric company need to make an appointment when an ice storm takes out the lines? NO! Check the line, especially when multiple people are reporting. What I seek is accountability from this obvious Monopoly in our area and have them 1) Make reporting outages easier, and let residence see the trend of outage reporting in their areas, and 2) Cool it on theBusiness response
09/20/2024
Attempts to contact Mr. ****** on three separate occasions have been unsuccessful. We have provided my direct contact number should he need further assistance. Thank youInitial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I canceled Breezline on June 1st, 2024. They sent me a shipping label; I boxed up my modem and two extender pods and shipped them to **** On June 15, I got an email that they received the two extenders but didn't receive the modem. I have been going back and forth with Breezline for months with no resolution. I have spoken to many customer representatives and a few managers and have not gotten anywhere. They want me to pay for the modem and then file a claim with **** *** will not start a claim without proof that the box was damaged. I'm beyond frustrated that someone isn't doing their job.Customer response
09/24/2024
****** from Breezline called and stated she was working on my issue and I would hear back within 24 hours. Its been a few days and I have not heard back from ****** since.Business response
09/25/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank youCustomer response
09/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** ******Initial Complaint
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Over the past 4 months as a business and residential customer our area has had daily outages of all services and no support to customers. It is a daily disruption to businesses and can be out for entire day most times. In our area we have been blocked by breezeline from getting any other services for internet but it is out more than it is available.Business response
09/19/2024
Thank you for allowing us the opportunity to review and address your concerns. Thank you.Initial Complaint
09/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed a one year price lock with breezeline for Internet service . In June it jumped from $60 a month to $160 with no notice and I had paid 2 months at that $160 price with the customer care **** excuse of things went up . We had a one year agreement and it should not be going up . I've asked to talk to managers with the **** hanging the phone up on me . Please get involvedBusiness response
09/07/2024
Mr. ******* promotion ended when his service ended. A ticket has been created for a call back from our retention **** who will determine what, if any promotional rates are available for the restarted service now.Customer response
09/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,**** I do not accept this response as a manger called and stated on recording we both have yesterday that it is company policy to adjust a bill to their likening with our informing the customer. I informed her the actions where not how to treat veterans and I would advertise all the communications between us on ******** to see what Americans feel about this and contact my lawyer if they believe they can do as they please and the people are to take it . To this day I can not access my account to see my bills but that gives them the ability to do as they wish and I am currently seeking a way to contact the *** or president before I take the last step of legal action . And the lady that called me yesterday who told they do as breezeline likes, I prefer never to hear from her again but I want my price I agreed to $60 a month . I'll pay it off and then I went breezeline to take their equipment as I am wiping my hands clean of them
Business response
09/11/2024
Breezeline has made a good faith effort to resolve Mr. ******* billing concerns. Since Breezeline took all the appropriate measures in its reasonable control to resolve this matter, Breezeline considers this matter closed and no further action is necessary.Customer response
09/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Breezeline contacted me to pay them not solve the issue. I a veteran of the **** I do not appreciate the only effort made was for money as this is the issue. Both managers stated it was company policy to raise the bill and not inform the customer. Their is no recording of being informed by breezeline nor any documents. It's all as they sit fit and in my eyes this is a pure scam from a company ripping of those who fought for their rights . All the managers stated do what I have to do it's their policy. I request a conversation with the CEO as this company has to be better then the so called managers are . I am not and will not pay a bill I did not agree to not be told it's policy to change as they see fit , does that mean everyone could owe them a million if they see fit ? Word of mouth is not what I find acceptable and breezeline has done nothing with my issue but request money and do as like .
Business response
09/28/2024
Breezeline has made a good faith effort to resolve Mr. ****** account issues. Since ********************** took all the appropriate measures in its reasonable control to resolve this matter, Breezeline considers this matter closed and no further action is necessary.
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