ComplaintsforAstound Business Solutions, LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Astound for internet services to home. I talked with customer ******************** *** **** the the information and all charges of the account. The *** mentioned that $30 internet charge plus ***** activation fee and $79.99 installation fee. However they will remove installation fee and my first bill will be $20 (after auto pay) plus $***** activation fee which will be $34.99 and after that it will be $20 flat fee every month for internet charge. I received my bill with installation fee so i called for it and they can't see any information about waiving the installation fee however after long discussion they remove the fee and i verified again with customer *** about bill that it will be $20 (after auto pay) plus $***** activation fee which will be $34.99 and after that it will be $20 flat fee every month for internet charge. He agreed and confirmed about it. I applied auto pay information and wait for next day to see the charge will drop for $10 for auto pay discount. Next day when i check, the charge went to $51.19. So i called for it and they mentioned that there will be Taxes and surcharge fee which was not mentioned to me any time or any call as i make sure every time about the charges. I asked to waived about it and they mentioned they can't waive it even they it was not mentioned about it. I am going to cancel the the services with them and looking for all amount $51.19 refund as it did not use their services for 30day s and canceling in 30 days. As per their policy if you cancel the services within 30 days they will refund all the money charge for the services. Astound has very bad customer ******************** and not mentioning details which was mentioning in their each call. They are not providing correct and accurate information for their charges.

  Business response

  07/31/2024

  We do apologize that you were not explained taxes and fees. The billing is 30 a month for 300mbps with equipment plus taxes and fees of ***** equaling *****. If you signed up for autopay and paperless billing it deducts 10 when the autopay goes through totaling ***** monthly for 300 mbps with equipment and taxes and fees. The account is set for disconnection and with the 30 day guarantee there will be a zero balance 

  Customer response

  08/01/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to clarify there will be no charge to me as there is is 30 days satisfaction guarantee per Astound.  However there is balance of $51.19 shows in in my account, is it clear soon or when will be show zero balance? Can Astound provide the timeline for it?
  
  Regards,
  
  *****************

  Customer response

  08/01/2024

  
  Complaint: 22029614
  
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to clarify there will be no charge to me as there is is 30 days satisfaction guarantee per Astound.  However there is balance of $51.19 shows in in my account, is it clear soon or when will be show zero balance? Can Astound provide the timeline for it?
  
  
  
  
  Regards,
  
  *****************

  Business response

  08/09/2024

  The balance is adjusted after the account is disconnected. The account is now disconnected and there is a zero balance on the account

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The company changed policies prior to my service changing. Specifically, they instituted a policy that customer must pay for a whole month of internet service even if their service is turned off prior to the end of the billing cycle. Thus, they are requiring customers to pay for ******************** that are not rendered. This is a fraudulent and unfair business practice, especially since this was not a policy in place when I signed my agreement with them in January.

  Business response

  07/23/2024

  The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required   the service is billed for in monthly increments, as previously communicated to customers

  Customer response

  07/23/2024

  
  Complaint: 21916946
  
  I am rejecting this response because: When Astound changed their policy regarding prorated service, it was not applicable to me because I had internet and ** service. At the time the change was made in their policy it did not apply to my account. When I removed the ** service from my account due to poor quality picture and lack of value, this was not explained to me, nor was I asked to sign any policy documents to acknowledge changes. Nor did Astound make it known that there was a change that would impact me. 

  I also believe this is an unfair business practice that unfairly targets lower income individuals and the elderly. No one should have to pay for service they are not receiving or using. It is often not possible to disconnect service on the last day of the billing cycle due to circumstances beyond an individuals control.

  This policy is something that needs to be investigated and I will be reaching out to my state representatives for them to look into changing laws in ******** so that they will not be able to continue this policy. 

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

  Business response

  07/26/2024

  I did reach out to the customer and we were able to resolve the complaint 

  Customer response

  07/31/2024

  [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. It is sad that it took this much effort and this much time to get what was promised to me, but reaching the executive level and having the support of the BBB led to a proper review of communication to me. I do believe this policy is not fair to customers and will fight it at the state level for the good of others. 
  
  Regards,
  
  ********************************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On numerous dates over the past 2 years, this company has been sending advertisements for their services.About a month ago, I sent a letter to their headquarters asking them to cease and desist immediately. Today, I received another **** want this business to stop sending any mailers or contacting me in any way for advertising.I am not sure if this company should be fined for disregarding my request.*********************

  Business response

  07/02/2024

  The customer has been removed from all marketing. It may take 6 to 8 weeks to remove from all call or mail lists.

   

  We also have this listed on our website to help process these requests "Wave has a privacy team dedicated to compliance with the California Consumer Protection Act.  
   If you are a California resident and would like to submit a personal information or deletion request,
   you can either complete the online form on our website at ********************************************************************************************************;**************

  Customer response

  07/05/2024

  [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

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound is accusing us of having equipment for a landline phone. Theyre trying to charge us for something we dont have. We use cell phones. The technician who came to change our service from WOW to Astound said he would take all the equipment. We have been with WOW/Astound for a very long time. I have been given case numbers with no resolution. We have no need for their equipment. This is ridiculous! Being accused of having something we dont ! What in the world would we want equipment for?! I will never recommend this company to anyone. I have called and chatted numerous times! How dare they accuse us of keeping equipment! Im so frustrated and exasperated with Astound!I will not pay for something I dont have and have absolutely no need for! Weve been great customers. Is this a way to get more money? Shame on you Astound!

  Business response

  02/12/2024

  We were able to resolve the equipment issue with the customer 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet goes down several times a day. This occurs when modem disconnects randomly. Several Astound tech visits and the problem still persists. Last tech visit confirmed nothing was wrong with customer equipment and a signal balancing was required on Astounds end to improve reliability. Tech said ticket to their network crew was created to fix this issue on their end. I have heard nothing from Astound on the status of the ticket and their internet service is still disconnecting several times a day.What is the status of the signal balancing ticket?Ty

  Business response

  02/05/2024

  Maintenance came out on 1/22. I see that customer is still having intermittent modem issues. Offered our modem for no extra charge for a year and upgraded to 1.5 gig added new customer promotions. Waiting on ********** to see if this resolves the issue or if any other work is needed. 

  Customer response

  02/06/2024

  
  Complaint: 21208344
  
  I am rejecting this response because:
  
  Service is still disconnecting with the new Astound supplied modem and the latest tech changes.
  
  Regards,
  
  *****************

  Business response

  02/12/2024

  We have sent maintenance out to run new lines and sent techs out. Shows in modem history it has been working since the ********* came out of 02/07. Left a voicemail to speak with the customer to ensure ******************** are working. 

  Customer response

  02/12/2024

  
  Complaint: 21208344
  
  I am rejecting this response because:
  The service has been working with a slower modem the tech provided on the last visit. I will wait until gig service is restored to clear this complaint. 
  
  
  Regards,
  
  *****************

  Business response

  02/16/2024

  The work has been completed. The customer now has our fastest modem and is getting 1.5 gig speed. I have reached out to the customer to make sure he is happy with the resolution or if there is anything else I can assist him with but I have not receive a response. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound/RCN Rep request my password to troubleshoot an email issue.******* assured me the password was a verbal only sharing with her so she could look at the issue.There was no notice provided to me for permission granted to log into and or share my system.******* was unable to resolve the issue and informed she would escalate create a ticket and send the ticket to the tech department.******* then without my notice or permission sent my " Password' in writing to the *************** and requested I just float the 'Password" to who knows who and who knows when the department will address the ticket maybe next week sometime.I requested a manager and inquired about security and the risks of hacking leaving my password in writing and just floating around for 5 days ??I further explained most companies send an on line permission request and you work together in real time and then can change your password after the Tech assistance resolves.The Astound/RCN manager assured me this practice was safe and the standard of the industry and that the *************** was trustworthy and there were no risks for Password Hacking and or stealing any information the Astound/RCN *************** has access from free rein of a persons password I shouldnt worry.I strongly suspect that this practice is very high risk for hacking and is without safety of security measures and most likely in violations of cyber security standards.********************* Again I discussed with her most companies send an on line permission to work with a Rep and the client grants permission working in real time with ******* and then can change their Password The Astound/RCN manager didnt seem to understand why a person would have a security concern with sharing their Password in writing with a department open ended with no closure time and no e mail correspondence.The companies response was we do this all the time, thats the way it is you have to provide your Password in writing to the ******************* and when they get to the ' Ticket " they get to it

  Business response

  01/31/2024

  spoke to customer about email issues. Explained that we do need her password to troubleshoot her email issues and that we do have security measures in place. She states that she does not believe it is enough. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our business had internet and phone service through Digital West. They partnered with Astound Business Solutions about 2 years ago so it isn't clear at this point which business can resolve this issue for us so I am filing complaints with both businesses. I contacted Astound to cancel service for the first time in August 2023. ************************* was my point of contact and was handling all the information for the cancellation. There was a transition period where our new service started with ********** and we set up our own account with Spectrum **********************. On October 22, 2023 I informed ****** that we had completed our transition and wanted to cancel all remaining services with Digital West/Astound. I have email confirmation from her that she received my request and that my service was cancelled effective Otober 23, 2023. Since then, I have continued to receive bills and invoices from this company as they continue to try and charge me for service I am no longer receiving. I have called numerous times and am always routed to some centralized Astound Business call center where I am repeatedly told that they can see that the account was closed, but that because ************************* who is in my local office has not completed the necessary paperwork, the account continues to generate bills. Despite assurances that this is an internal issue they will resolve, I am still fighting with them about this. ****** has not responded to any attempts to email her since October 23, 2023. I don't know how else to get this resolved and it is appalling that a company could continue to bill a customer for service that has already been cancelled simply because they are so disorganized they can't manage their staff to get things properly done.

  Business response

  01/31/2024

  A credit was given to zero out the balance. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/7/22-I made an appt with Astound **************** to have a Technicican come out, since my Mini TiVo box hasn't worked for over a year. I made the appointment on a day that I would be on vacation (they were to come between 8am-12pm on 12/27/22). 12/26/22-Automated call came from Astound **** Svc to my Home #, even though I have requested numerous times in the past that they only call my cell phone. 12/27/22-I called Astound **** Svc at 9:30am. I spoke with a female (didn't catch her name). I asked since I had not heard from the Tech yet (they normally call when they're on their way). I reminded her to have them call my cell #. She said the ticket was still active, and she'd send my cell #. -at 12:38pm, I called Astound **************** again, speaking to *******. He said the ticket was cancelled, since the Tech didn't have access to fix the issue. I was home all day, and a Tech NEVER came to my house! I would have heard their vehicle coming to my house, since we live on a quiet street. I told *******, a Tech still needed to come asap. ******* told me I would hear from Dispatch within 15 minutes (1:07pm) with a time a Tech would come. -at 1:20pm, I received an email from Astound, saying my appt is 12/30/22 between 8am-12pm. Dispatch NEVER called me, they just rescheduled my appt. without even asking me!! -at2:04pm, I called Astound **** Svc again. I spoke with *****, let him know I needed to speak with a Manager. He wasted several minutes, but finally got ******* on the phone (a supervisor). ******* said she couldn't do anything-she had no way to contact Dispatch. I told her I wanted to speak with her Manager. She said her Manager wasn't in, so I asked for her Manager's Manager. Apparently, all the upper managers in customer service are off today! Finally, ******* got ******** on the phone. ******** is supposedly the ** of ****************. She apologized (the first person to do so all day) and said she would do her best to get a Tech out here today.

  Business response

  01/04/2023

  We apologize for the missed timeframe, however, we did have a technician come out on Tue, Dec 27, 2022. We also applied a total of $50 in credit for the issue on 12/27. The technician was unable to gain access to the property within the time frame although there were notes indicating that the technician could not reach the customer on the home phone number. The order was then canceled after the time frame had passed. A new order was placed and scheduled for the first time frame available on 12/27. 

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used to be a RCN/Astound customer. Their service was working as expected but their prices started to increase without explanation and notification. The tippingpoint was when they increased the cost for renting their old modem, which wasneverable to keep up with the speed of my service. I contacted Astound but they said nothing could be done. So I switched to another company and canceled my Astound service on November 22 2022. The same day I was contacted by **************** who said Astound would do whatever would be necessary to keep me as a customer. I had already committedto the other company so I declined the offer and returned the modem. I was then expecting to receive some kind of confirmation for the cancellation and some billing update. Instead Astound tried to charge my credit card and, being unsuccessfulin doing it, sent me a new bill and with extra charges. I emailed ************** and asked her to make sure my account was closed. I got noanswer and later on I received another bill with this time the threat of suspending my account. I don't know if this is the result of some Astound incompetenceor if it is something more serious, but this is a waste of my time. I therefore expect Astound to do its job and close my account, and apologize, a lot.

  Business response

  12/21/2022

  The account was disconnected Tue, Nov 22, 2022 and the final bill is prorated for Service charges 11/01/2022-11/22/2022 in the amount of $77.83 due 01/02/2023
   The last payment 10/23/2022 in the amount of $92.71 covered service charges 10/01/2022 through 10/31/2022. 

  Customer response

  12/22/2022

  [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:

  Although Astound never reached out, I eventually received a third bill that is now consistent with the information above.
  

  Thank you,
  
  ***************************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved into ************* February 1 2022 and started service with RCN (astound bought RCN) shortly after moving in. I provided my credit card information and asked to charged my service to the card. In April the person I was renting 29 upland ave passed away and the family asked to move out. We came to an agreement that I would vacate 29 upland ave by June 30 so the house could be sold. Unpacking and then having to repack took up any free time. In may service from Astound was stopped and thats when I found out that my credit hadnt been being billed. I had multiple late fees and a restore fee added to my account. Im looking for those to be waved. I believe that amount to be greater than the $67.44 owed. The restoration fee fee was $40 and late fee and interest was another $40.Im looking for the $67.44 to be waived by astound.

  Business response

  08/03/2022

  We applied 05/10/2022 $10 credit, 05/18/2022 $10 credit, $40 for a restoral fee applied in May 8/3/2022, $10 for the late fee charged in June 8/3/2022, and this leaves an outstanding balance of $17.44. 
  

*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. ↩