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:11/13/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Internet Service Start: March 2023 In July 2023 I reached out to PBB to terminate my service effective August 16th approximately. A week later I called them to cancel the termination request and maintain the service. August 2023, I received a PBB Bill. Please see attachment titled 08-23-2023 They charged me for: Super Pod Non-Return Fee -$95.00 Jul 28 Super Pod Extender Non-Return -$75.00 Even though I had cancelled the termination request and kept the service. In August I called to finally terminate my service and asked them to remove the above mentioned fee and provided the justification above. So I terminated the service in August and returned the equipment. I received a bill 9-23-2023 This bill had an additional Non return fee added. Non-Return SuperPod Fee $95.00 Non-Return PowerPod Fee $75.00 I called PBB and asked them to tell me how much I needed to pay to settle my account besides the fees because they needed to have these fees removed. They told me to pay $154. I paid that amount. Now what was left on the bill was $169.94. This amount reflects the last : Non-Return SuperPod Fee $95.00 Non-Return PowerPod Fee $75.00 They were supposed to remove that fee. Yet, I received a bill dated 10-23-2023 for the amount of $169.94. I have returned their equipment. Please see the shipping label attached. If you track it you will see the equipment was returned. Solution Requested: I need PBB to make a billing adjustment and send me a final statement reflecting a final balance of $0.00

• Initial Complaint

  Date:12/07/2022

  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.

  Point broadband install cables and box on the side of my house without my permission for my neighbors property and damage my siding. Once I was aware of the situation I went to their hagerstown office and reported it and asked for the company insurance information and was told someone will contact me. About a week or so I caught Point broadband removing the box but had no explanation to why no one was contacting me. Instead about an month later someone claiming to be from Georgia office show up at my door and promising to have the damage taken care of that hasn't happened nor has anyone provided me with insurance information.

  Business Response

  Date: 12/23/2022

  The box and cables were initially installed on the property next to the serviced address. When a complaint was raised by the homeowner, the box and cables were removed. The installation of the box required 4 screws, and the cable required 2 screws. The box was removed as requested. The holes were sealed.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes the box was removed the holes was not seal and my siding where they installed the cable was ruffle.I inform point broadband that I wanted their insurance information to fix my siding i want it back the way it was before their technician damaged it. And if they sealed the holes it had to have been done recently. It wasn't so much about the box it's about my siding.I want the insurance information to fix their damage.