Complaints

This profile includes complaints for Breezeline's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Breezeline

  2 Batterymarch Park Ste 205 Quincy, MA 02169-7484

• 

  Atlantic Broadband, LLC

  330 Drummer Dr Grasonville, MD 21638-1204

• 

  Breezeline

  2660 Winchester Pike Columbus, OH 43232-3836

• 

  Breezeline

  Dept. L 6000 Payment Drop Columbus, OH 43268-0001

• 

  Breezeline

  2200 Beale Ave Altoona, PA 16601

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:04/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  When I signed up for internet with Breezeline in November 2024, we purchased a deal through a promotion that they advertised. It stated, $49.99 a month + $350 gift card. There was no asterisk or claim to see terms and conditions. When I called to sign up, the deal changed to $59.99 unless you set up autopay (which we did) but then they changed it and said the autopay had to be via a checking account and not via a credit card. They continue to charge me $54.99 a month. And the gift card never arrived. After many calls and time lost on hold and dealing with people they refused a $350 card and only sent $300. I asked about the additional $50 and the call centre said you will have to call sales for that and dispute it as I am only giving you $300.

  Business Response

  Date: 05/01/2025

  I reached a mutual resolution with Ms. ***************** issue has been resolved. Thank you
  
  

  Customer Answer

  Date: 05/01/2025

  [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

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On April 21, 2025 a storm pulled my internet wire almost off my ********** was hanging about 3 feet from road surface. I called 911 to report n a fire truck came n fireman came n just pulled it tight n zip tied it back up but said I should call them to report it to get it fixed properly. Which I did n was told they will not come out unless 911 calls them to come out. I made trip to **************** called them Two techs came out. They said they would run new wire to house. I said fine. One tech was working at the pole. One on my house. They ran internet cable across *********** at the house said he was going to connect it outside. I said fine (not thinking the line needed to be a solid line from pole to house for optimal signal) anyway, we dont have cable. We have an antenna. The tech cut my antenna wire n hooked the internet cable to the IN on the splitter used to connect the antenna to. I never saw how he connected it. I thought the internet was fixed but found out it wasnt. Plus I had no local channels. We thought it was from the storm. A few days later after getting my hubs out to look he saw the issue. They connected their internet cable to my splitter for the antenna. Internet nor antenna was ever going to work. I have called n complained n bitched till I was blue in the face for almost a wk. no one will come to the house and use their tool to properly strip my antenna wire and put an end(they use the same ends for internet) back on my cable and connect it to the IN on the splitter. A 10 minute job. I have it all on security video on my home of fire truck, 2 Breezeline trucks n the tech on my house. I am not asking for all new wires. Just come out and fix what your tech screwed up. It will take longer to get the ladder off the truck than to do the **** fix. I should not have to go buy a special tool to strip the wire n new ends bc of your companies mistake. I am told they escalated this but no one actually does anything. No wonder I shut service off. Tix #

  Business Response

  Date: 05/02/2025

  Thank you for allowing us the opportunity to review and address your concerns. Thank
  you

  Customer Answer

  Date: 05/03/2025

  [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. ALTHO *** expected me to wait another 5 days for a fix until I said no. Suddenly they could come out that day. The tech, *****, was two house away and fixed it quickly. He was an amazing and funny guy. I enjoyed him being the tech to fix my issue. Give him a HUGE raise!!!
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My internet service has been unstable for over two weeks, today when I call and wait to talk to someone, the person by the name of **** keeps answering my call and hanging up...I do not understand why I am have these issues with Breezeline. Two weeks ago they sent a contractor out here to run fiber to my new neighbor's house. Ever since then I have had nothing but unstable issues and the destruction of my lawn and the total destruction of the wire box in my yard. I watched as the contractors use their feet to kick the box open because they did not have the tool to open the wire box. I have been down today over an hour while I have made 4 phone calls all answered by **** and each time he hung up on me...This is awful service and it needs to be addressed. Both for no service as well as my lawn being destroyed. Ths is the second BBB complaint I have filed and nothing has been done to resolve any of the issues. Once I finally spoke to someone I was told my modem was accidentally removed from my account. This is crazy to have to keep going through all of this lack of attention to detail.

  Business Response

  Date: 05/02/2025

  Thank you for allowing us to review and address your concerns. We are continuing to remain in
  contact with you until the repairs are complete.
  

  Customer Answer

  Date: 05/05/2025

  [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. 
  It is my hope that the yard and service issues are resolved.  The entire month my service was up and down, dropped packets causing loss of data to my work. An adjustment to the bill is requested.

  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/15/2025

  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.

  Equipment was recently upgraded but the new equipment has less functionality, will only pair with one remote instead of 2, it has no last channel feature. I the field tech told me that they had discontinued the old equipment, but the people had to call center had no information about that. Why would you update your equipment to offer less functionality?

  Business Response

  Date: 04/21/2025

  I spoke to Mr. ***** today and I have resolved the issue to his satisfaction.  Thank you
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Breezeline sent a contractor to install a fiber line to my neighbors home on 10th of April 2025. The contractor dug up my yard to run the fiber and messed up my yard. The contractor could not open the junction box which is located in my yard so they kicked it with their feet until they gain access causing the box to lean. I ask the contractor if they were going to fix the areas of my lawn and fix the junction box and they acted as they did no speak English, I contacted Breezeline which the phone call went over seas and told me someone would contact me from Breezeline. Four days later since I had not received any phone call I contacted Breezeline again, I was told again that someone in the ** would contact me. That did not occur and the damage that has been done to my lawn needs to be repaired. I told the contractor before he started to dig, I had just put down grass seeds, and again he acted to not understand.

  Business Response

  Date: 04/24/2025

  Thank you for allowing us to review and address your concerns. We are continuing to remain in
  contact with you until the repairs are complete.

  Customer Answer

  Date: 04/25/2025

  [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. As long as the concerns are addressed and fixed.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  2/25/2025 I called Breezeline to discontinue service and was told I would get a refund in the amount of $31.39 once the equipment was returned. On 2/25/2025 I mailed via **** a box containing the modem and 3 super pods. I have attached the mailing label and **** receipt and tracking information. Note the weight of the box is on the receipt (4lb 5.30 oz). On 3/6 I received an email from Breezeline indicating the equipment had been received. 3/10 I contacted Breezeline to inquire regarding refund status and was told there was a balance on the account of $298.61. They informed me that they had not received the superpods and that the 3 pods were $110 each so I was being billed the $330 and the balance was the cost of the superpods minus my refund. The customer service *** initiated a ticket #******* as I disputed that I had in fact returned the superpods in the same box as the modem. 3/25 I contacted Breezeline again regarding the status of my Ticket giving them the tracking information from ****. they responded on 3/27 and stated no PODS in box with modem and they indicated they would reopen the ticket. 3/31 I called again to follow up and was referred to the "Retention Team" for Breezeline *************) and spoke with *****. I inquired as to if they had documentation as to the condition and weight of the box on receipt. ***** stated he would add the weight of the box to my dispute and get back to me within 48hrs. I have not heard back from Breezeline. The balance on my account is still outstanding and I am not sure what to do at this point and if I can file a claim with **** not knowing the condition of the box when it was received or weight as I requested from *****. In addition, even if my claim is accepted I believe the insurance is limited to $100 which is only 1/3 of what Breezeline is stated that I owe for equipment that I returned and they claim was not in the box.

  Business Response

  Date: 04/14/2025

  I spoke to Ms. ******** today and I have resolved the issue to her satisfaction.  Thank You.

  Customer Answer

  Date: 04/14/2025

  [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

  Date:04/07/2025

  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.

  After having the internet service for 2 weeks, I called and asked for the service to be canceled as it was a very poor quality service. The *** said ok and that a box and shipping sticker would be on the way to return the equipment. The Box never arrived and I relocated about a month later. I just got contacted today by a debt collector that they never canceled the account and have continued to bill me. This is outrageous, that an employee did not want to cancel my service as requested, lied to me about it and then I was continued to be billed.

  Business Response

  Date: 04/10/2025

  Attempts to contact Mr. ************* on two separate occasions have been unsuccessful. I
  have provided my direct contact number should he need further assistance. Thank you

  Customer Answer

  Date: 04/10/2025

  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. 

  Breezeline may have "Attempted" contact via telephone, but they never let the phone ring more than once before hanging up. When I tried to call them back I was unable to speak to anyone. While they may be able to provide proof they called, they cannot provide proof of how long each call was or if they left a message or not. One ring and hanging up really doesn't qualify as attempted contact. This type of shady behavior exhibits the integrity of the company that refused to honor their advertised promotion, and the history the company has of not canceling accounts when requested by customers, so they can keep billing them. I have found out from others that they experienced the same issue of canceling their accounts with a service *** over the phone, told they would be receiving a box to return the equipment, then after while with a new Internet Service Provider they forget about the box until they get a call from a debt collector that Breezeline has hired 5 months later claiming they ower $500.00 plus the equipment. It seems this is a standard business practice for Breezeline it happens so often. 
  
  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

  Date: 04/15/2025

  Thank you for allowing us the opportunity to review and address your concerns. Thank you
  
  

  Customer Answer

  Date: 04/16/2025

  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. 

  The person I spoke to was incredibly rude and condescending while repeatedly interrupting and talking over me then acted offended when I did the same to her and called her out on it. She was unable to show that the stipulations they used to not honor the gift card promotion other than some vague statement that you would see only after clicking several links that basically said we can change what we want when we want. As far as the cancelation, she claimed they made several phone calls to me which I have no record of in my call logs while denying calls I made and have logs of. 

  This is the exact same thing they did to my father at the same address 3 years prior.
  
  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,

  ***********

   

   

• Initial Complaint

  Date:04/05/2025

  Type:Product 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.

  Breezeline is a horrible company to deal with. The customer service or lack there of should be something they are ashamed of. I called them today due to lack of service. A tree fell down and knocked down the cable lines and electric lines. The electric company came out no problem but Breezeline said they cant come out for a week which is totally unacceptable when you work from home. **************** would not escalate or push for a sooner appointment due to the circumstances. Just sad you cant get a company to help resolve an issue.

  Business Response

  Date: 04/07/2025

  Thank you for allowing us the opportunity to review and address your concerns. We were able to reach an amicable resolution. Thank you.

  Customer Answer

  Date: 04/07/2025

  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. 

  While we did have a technician come out today to put new lines out as soon as they left the service went down multiple times and now it is down and not coming up so we are STILL without service. I cannot get a hold of anyone at customer service or the tech.
  
  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

  Date: 04/10/2025

  Attempts to contact *** ******* on two separate occasions have been unsuccessful. I
  have provided my direct contact number should she need further assistance. Thank you
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Breezeline has cut off their internet services 6 days out of 7. Keep saying that they have narrowed the problem down between our pole and the neighbors but instead of replacing the line they just keep cutting it off. For as much as this service costs then it should have been either fixed this problem or totally replace the line.

  Business Response

  Date: 04/04/2025

  Thank you for allowing us the opportunity to review and address your concerns. Thank you.

  Customer Answer

  Date: 04/04/2025

  [A default letter is provided here whi ch 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

  Date:04/03/2025

  Type:Billing 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 signed up for a Internet plan $19.99 monthly for a year with a modem included and autopay enabled. I did all this when I signed up and it was confirmed by the representative who opened my account. First month I get billed $29.99 but I am told that this is normal, then the credit will be applied to my next bill, so I will be charged $9.99. But the next bill comes at $29.99 and it clearly states autopay is enabled, so not only I wasn't credited with the overpayment on the first month but I continued to be overcharged in the second.I called Breezline and was given the run around through 3 different employees and one was contradicting the other, laying the blame on me, then when that was refuted alleging clerical errors, computer malfunctions, etc. The fact remains that I had given these people an authority to withdraw $19.99 monthly from my account, and they are helping themselves of more money.I had written to the CEO of ******, the owner of *********, ************************** to no avail.This company has a long history of sneaky tactics and deceitfully squeezing money out of customers. This should stop and the company sanctioned.I want my money back and for ********* to honor their contracted obligations, including respecting the terms of our contractual agreement. Also NOT to steal money from my bank account.Thanks

  Business Response

  Date: 04/08/2025

  Attempts to contact Mr. ****** on two separate occasions have been unsuccessful. I have provided my direct contact number should he need further assistance. Thank you.

  Customer Answer

  Date: 04/08/2025

  I have received calls from Breezline, *****. I have returned all these calls and there is always a voice message that prompts me to leave my name and number and says I will be called back. Then the process starts again on an interminable loop.

  Last call I could not hear a thing. I told whoever was on the other side to call back. Of course they did not.

  I frankly do not know what these people want to talk about. This is very simple: I am being overcharged to the tune of $10 a month, just stop doing this and refund me. What kind of conference we need to have about this?

  AM

   

   

  Business Response

  Date: 04/09/2025

  Another attempt was made to contact Mr. ****** but we were only able to leave a voice message. We advised of the steps taken to address his concern. Mr. ****** in turn left a voicemail stating he wished no further contact. Since Breezline took all of the appropriate measures within it's reasonable control to resolve this matter, Breezeline considers this matter closed and no further action is necessary.

  Customer Answer

  Date: 04/22/2025

  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 have answered in a timely manner and provided additional information. The Merchant makes false allegations. The deal was $19.99 per month and I was told that it was all set and will last a year. There is no reason whatsoever to charge 33% more ($29.99). The allegation that this is the customer fault by way of omission is preposterous. Breezeline does this all the time because they are a monopoly in my area. This is super wrong. Furthermore I have called their number 8 times. The routine is always the same, leave your number and we will call you, and they don't.
  Matter is not resolved, these people help themselves from my bank account of the amounts of money they please. This is wrong. With a direct debit authority there is accountability and trust, two things Breezeline does not have. The system is oppressive and coercive since without a direct debit facilitiy the bill increases 33%. So Breezeline coerces you into giving them access to your account so they can take what they want. 

  Business Response

  Date: 04/22/2025

  I reached a mutual resolution with Mr. ******* This issue has been resolved. Thank you