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:01/24/2025

  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.

  Maxxsouth in **********, ** has now continued to install fiber in town. The internet service stops and you must watch a video, that seems is suppose to keep you connected for 30min and it doesn't, and claims you HAVE to upgrade to fiber to keep using their services. Despite that they still have the current service AND fiber listed as purchasable options, see images attached.

  Business Response

  Date: 01/31/2025

  MaxxSouth is converting all coax customers to our new, more reliable fiber service.  This is at no cost to our current customers. 
  
  At **********************, we work diligently to notify current customers of this conversion by mail, phone, text, email, and personal visits with door knockers if they are not home. 

• Initial Complaint

  Date:11/18/2024

  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.

  If this issue has been resolved why does Mom's room not receive ********* ************, and **** if it has been repaired? I checked on Nov 17 and those channels are still missing. Why was the family of the room that initiated the complaint not contacted to verify that the issue had been resolved?

  Business Response

  Date: 11/18/2024

  A MaxxSouth Service Technician performed a digital scan on the residence's TV and all channels are now properly working.  

• Initial Complaint

  Date:09/25/2024

  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.

  Each month company is charging 5.00 for not having autopay. Which is having an account with the bank for receiving payment. Also charging a 5.00 fee for printed statements

  Business Response

  Date: 10/02/2024

  A MaxxSouth representative has called the customer and left voice mails to return our calls, so hopefully, the complaint can be resolved.  The customer needs to contact MaxSouth at 855.378.1210.

• Initial Complaint

  Date:05/11/2024

  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.

  We got a bill in mail today 5/11/24 saying it was for 2 months called customer service he was very rude so I got rude back saying that they could not change to paperless billing without me going on line and doing it my self I ******************* did not go on line and do it I called in on March and wanted to know why there was a $5.00 statement fee and the rep told me that the only way to take it off was do paperless billing I said I did not want that got to have a bill, but I ******************* never received a bill for ***** or did I receive a email from maxxsouth , I have been with maxxsouth for years and the longer I am with the company the worse service gets including the customer service reps, if you can't fix my bill I will consider changing providers please help in this matter please, would like to see a month credit if possible due to a misunderstanding with Reps.

  Business Response

  Date: 05/22/2024

  A MaxxSouth representative contacted the customer and was appreciative of the month credit. However, he did say he needs the paper copy and the representative made sure he understood the customer would still be billed the $5 per month and he seemed satisfied with that going forward.

  Customer Answer

  Date: 05/22/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:05/08/2024

  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.

  We are continuing to have issues with internet going in and out while watching shows. I called and reported this on Sunday. Someone was sent. He said that he did not have a bucket truck and to call Monday to get a technician with bucket truck. I did. She set me up for today from 8-6. I rearranged my work schedule to be home. On Tuesday, I received a text asking for confirmation of appointment. I confirmed. After waiting all day on Wednesday with no one showing up by 4 PM, I called again. The rep stated it shows a canceled appointment. I did NOT cancel. Ive been home all this time waiting on them and now no one is coming. The rep tried to set up for Friday but Im Not available so I asked for the weekend. He stated they do not schedule on weekend which is a lie because someone came last weekend. Every person I have talked to has told us something different. I have gotten the run around from 3 different people. No one cares that I rearranged work for a scheduled appointment today that never happened. *** also asked to speak to a supervisor but no one has contacted me. My internet still goes in and out all the time. I pay my bill on time every single month. I expect it to work. I also expect them to take my time seriously too. I do not have any idea why Ive been told 3 different stories. I will be looking for a different service asap. This has been a complete circus.

  Business Response

  Date: 05/24/2024

  A MaxxSouth Technical Supervisor discovered issues in our plant impacting performance in ******************** service area. After repairs were made, we remotely monitored the performance of her modem, and it appeared to be performing correctly. A MaxxSouth representative contacted ****************, who verified improved service. MaxxSouth values **************** as a customer and will extend her one month of credit for her ongoing service issues. MaxxSouth will continue to monitor her service and resolve any service issues in the future.

• Initial Complaint

  Date:10/31/2023

  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.

  Company is attempting to charge a fee for something that did not take place .

  Business Response

  Date: 11/01/2023

  **************** complaint is regarding a fee he was charged due to a MaxxSouth representative collecting a partial balance at his home to avoid disconnect. **************** paid his entire balance due on his account today, and is no longer past due. MaxxSouth values **************** as a customer and will work with him in the future to avoid this situation.

• Initial Complaint

  Date:10/25/2023

  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.

  We pay maxxsouth $54.99 for internet services. They committed to providing us with internet. The problem is that MaxxSouth Broadband has never worked properly since I've had it which has been around 5 years. I have had issues with the service from the beginning. The last time I called which was a few weeks ago, I never heard anything from them. I probably average calling them once a month if not more. When I call for technical assistance, the technician on the phone which may be in **** does a work order for someone to come out. They usually come out, but nothing has ever been more than a temporary fix. The bottom line is that I'm paying for a service that I don't constantly receive.

  Business Response

  Date: 11/02/2023

  A MaxxSouth technical supervisor corrected potential wiring issues that could have been causing the customers service issues.  Later, it was determined the customer had a wireless vacuum cleaner competing on the same 2.4 gig network as the wireless broadband.  Once the channel was changed to a different frequency, the customer indicated his service issue had stopped.  MaxxSouth values ******************** as a customer and will continue to maintain the most reliable service possible.

  Customer Answer

  Date: 11/06/2023

  I was satisfied that everything seemed to be getting fixed after all these years until I saw the way they worded their response to my complaint. 

  To be fair to Maxxsouth, I believe the response the BBB received from Maxxsouth to be accurate and true for this isolated event/issue. After the Technician arrived at my home, he started trouble shooting and eventually discovered a possible issue.He showed me on a handheld device where my wireless vacuum and the internet was competing on the same channel for frequency space which cause both frequencies to be weak. This caused internet for my computers and phones to go in and out which is why I called. After they recognized this, he and another technician changed the channel that the internet was on it enabled the internet frequency to be much higher and in return all my computers, phones, and tvs had service.
  Going forward I feel confident that my internet issues have been resolved and although my vacuum seemed to be the issue this time, it was just the latest of many issues Ive had over the years. I feel that because of their response and how it is presented I should respond and go on the record with my history with maxxsouth. with all that said, Maxxsouths response to my complaint is true but without the BBB understanding my history with maxxsouth very misleading. I say misleading because the wiring issues they mention is the temporary line they replaced in August or September time frame. This should have been replaced years ago. The wireless vacuum was the last call I made which I mentioned above.They put it together in two sentences as to say it was all one visit which was totally not the case.
  The reason for the complaint was not because of a vacuum frequency interfering with my internet. That was just this last issue and last straw, and Im tired of calling the maxxsouth helpdesk. The reason is because Ive had so many issues with signal drops over the last five or so years and if it continues, I will have a record of it. For the record none of my past issues had anything to do with a vacuum frequency but everything to do with signal loss. The helpdesk technician that I would speak with on the phone along with the servicemen that would come to my house would tell me it showed a drop in signal. I believe most of my issues were due to a temporary line that was installed initially when I first got the maxxsouth service. Im assuming the potential wiring issues in their response is talking about the temporary line that was installed around five years ago when I got maxxsouth service. They told me this when they installed it and said it would be replaced with a permanent line but that didnt happen until recently, maybe August or September. Five or so years after they said it would be replaced. My problems started early, and I have made many calls to the maxxsouth helpdesk. The helpdesk could help me sometimes but most of the time they would send a service person. The service person would tell me they could see a drop in the signal drop outside my home in the temporary line. All they ever done was maybe make it better for the moment. To be honest it seemed to change with the weather, but it has never been good for very long without me having to call someone. I figured because I was the last house on that line that they just kicked the can down the road. I hope that I have painted the picture in a way that everyone knows the issues I've delt with over the years.

  Hopefully the new permanent line has fixed my issues but to make it seem as if I filed a Better Business Bureau complaint because of a vacuum cleaner. Really!

• Initial Complaint

  Date:06/01/2023

  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.

  I was a residential MaxxSouth internet customer for several years. The account was in my late husband's name, ***** *****. I disconnected services because I was planning to move. Maxxsouth said they would be providing me with a check for the prorated amount of my unusued services for $8.16. I gave MaxxSouth a new forwarding address. MaxxSouth sent the check to my old address in error. I contacted MaxxSouth when I had not received the check in two months. They then had to wait to retrieve the check through the mail and had it mailed to their corporate office before then forwarding it to the new address. This process took an unbelievable four months, during which time I called twice to check on status and was told the check was somewhere traveling through the U.S. mail. Finally, I was in the process of moving into a new home, and in the middle of that process, the check was received at the new address four months after it was supposed to be issued. Due to the time it was received, in the middle of moving, it was apparently discarded by the movers, unknown to me. I called MaxxSouth, explained the situation, and instead of being patient and stating that the check would be reissued, the agent told me that the check might or might not be reissued and that this was my fault--this despite the fact that MaxxSouth had taken FOUR MONTHS to simply send a check to my new address. None of my other utility companies or service companies had any trouble whatsoever simply refunding deposits and prorated amounts and sending checks within two weeks after the services and utilities were disconnected--only MaxxSouth had this problem. Given the four-month delay and the inadvertent discarding of the check, I am asking for MaxxSouth to reissue this check from its corporate office for $8.16, as I am beyond tired dealing with this company and am ready to have this off my list. Thank you for your prompt attention to this matter.

  Business Response

  Date: 06/13/2023

  Ms. ***** was issued a second check and in speaking with one of the retail supervisors.  Ms. ***** she had received it and it was inadvertently thrown away by someone in her home. Another refund check has been issued and should arrive in 10-14 days.

  Customer Answer

  Date: 06/13/2023

  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. 

  Regards,

  **** *****