ComplaintsforGreenlight Networks LLC

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You scheduled maintenance that will disrupt service for an entire day, yet provided less than 48 hours’ notice. Despite this, we are still required to pay for services we won’t be receiving. In the past, maintenance was done overnight, minimizing impact for those who work from home. This recent approach is frustrating and inconvenient.

  Business response

  08/21/2024

  Hello ***,Thank you for reaching out through the BBB and for escalating your concern to us.I understand your frustration regarding the scheduled maintenance, which is set for tomorrow during the day. Due to the nature of the work, which involves accessing backyards and poles, it cannot be performed during our usual overnight hours of 12 AM to 6 AM for safety reasons.We apologize for the shorter-than-usual notification time. This maintenance is essential to ensure our infrastructure remains reliable and to prevent future disruptions. We strive to conduct such work during overnight hours whenever possible.We acknowledge your concern about paying for a service that will be temporarily unavailable. Based on your current Basic plan at $55 per month, your daily cost is approximately $1.77, or about $0.07 per hour. We anticipate a downtime of approximately 5-6 hours, and I would be happy credit your account for this period, once the maintenance is complete.Thank you for your understanding. If you have any further questions or need additional assistance, please feel free to reach out.Kind Regards,Greenlight NetworksMichele G********, Director of Customer Experience

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company advertises and sells seamless fast, consistent, reliable Wi-Fi connection, however the service recently went out for more than a day, which led to me using unplanned personal time at work for the first time in 7 years. I was told by their customer service they have no eta for repair, and they do not provide credits for outages. I requested a supervisor and was told I would be contacted within 24-48 hours. About 48 hours later a supervisor left a voicemail on my phone asking me to call the 800 number back if I still needed assistance. At that point you are at the back of the line, will have to wait an additional 24-48 hours for a callback, and babysit your phone so you do not miss their call. Terrible customer service, and unfortunately I cannot recommend the service. I was also told I was signed up for text messages and would receive a text when service was restored. This text message was never received. Also, they drill a large hole through your house when setting up your service, which looks terrible, and you can feel air and see daylight through the hole even after it's "plugged" . Pictures attached.

  Business response

  07/25/2024

  Subject: Resolution of BBB Complaint #******** and ****** Review
  Hello ******
  I hope this message finds you well.
  I'm writing to confirm that we have received your BBB Complaint #******** and noted your 1-Star ****** Review. We sincerely apologize for the outage you experienced earlier this month.
  To address this issue, we have credited your account with $5.00, which reflects the inconvenience caused by the outage on July 9th and 10th.
  If you have any further questions or concerns, please don't hesitate to reach out to us.
  Thank you for your understanding.

  Customer response

  07/29/2024

  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. Although I do wish Greenlight's customer service was better trained, I do not believe it should take two days to get a call from a supervisor, and they could do a much better job on installation. I do find the resolution is satisfactory, but just satisfactory, and I would not recommend this service to anyone. 
  Regards,
  ***** *********
  
  
  
  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Greelight Networks, after working with a sales person at a public event. They were offering free installation. They did not provide any codes or promotions codes to me. I signed up well in advance of construction on this promise. In addition, Greelight has offered this promotion as recently as this month. I confirmed that this was a promotion they offered. I reached out to customer service in multiple ways. (1) I opened a ticket requesting a refund or credit for the $100.00 install fee. They closed my ticket without responding. (2) I speak with a person via chat on Friday Dec 8. They said a supervisor would respond. I waited until Tuesday Dec 12 to reach out again since there was no response. This time, I received the same information - that supervisors were not available and they would get back to me. This time I insisted that a resoltuin occur. They said that all discounts needed to be applied at the time of sign up. This is despite confirming the promotion, and indicating that I was told in no uncertain terms by a Greenlight employee that it was a free installation promotion. They said they could not assist - and immediately moved to asking me about disconnecting. I have noticed this is aa common issue, and that other have complained bout the bait-and-switch. I would like a $100.00 refund (or account credit), OR discoccenct with a full refund of the install fee.

  Business response

  12/20/2023

  We appreciate the fact that you took the time to file a complaint to the BBB and in a gesture of goodwill, we will credit your account the $100 installation fee. If you decide to cancel your service within 60 days of this credit, you will not be eligible for a refund of this credit.

  Customer response

  12/21/2023

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  Because I worked directly with a Greenlight associate, the promotional code should have been applied at the time, or I should have been apprised of the need. I would urge the company to review their sign-up practices to be assured customers are aware, and to work directly with customers who raise this concern after they are billed. Regards, ****** *******

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was referred by a friend over a year ago to get Greenlight Internet. I signed up using a free installation promo they were having at the time. The service was under construction. I originally signed up back in spring of 2023. Finally in the fall of 2023 it was installed. They said there is not promo code associated with my account. I have no idea what the code was as I received the offer months ago and used it in the spring while setting up to get service. They charged me $100 for installation. I signed up under a promo for free installation and because I have no idea months later what the original code was they will not honor free installation even though they offered it again a few weeks ago after I had mine installed a two weeks prior.

  Business response

  11/15/2023

  Dear Ms. ******** *****, We have received your complaint filed with the Better Business Bureau in regard to a promotional offer (code) and a free installation. We have researched your account and found when you placed your order on May 5, 2023 you did not use a promotional code for a free installation. When you emailed on November 9th, asking about the free installation, we informed you at the time that your order did not have a promo code for a free install and asked that you provide us a copy of the email or a screenshot of the promo code that we could apply. Unfortunately, you did not reply. We did a bit more research to see if there was a promotion being offered at the time you placed your order (dated May 5, 2023) and we did not find any promotional offers for your district during that time period. Our records also indicate that you downgraded from the 1Gig Faster Plan to the Fast 500 mbs Plan on October 26, 2023. We appreciate the fact that you took the time to file a complaint to the BBB and would like to offer a $25 credit to your account if you would like upgrade back to our 1 Gig Faster Plan or if you add our Total Managed Wi-Fi. Please understand that you would need to stay on either of these new plans for a minimum of 3 months. I have made a note on your account of this offer and should you decided to upgrade, please call one of our Concierge at ************ or email us at ****************************** and they can take care of this for you. We thank you for being a Greenlight Networks customer.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my green light service on 12/22/22, I told incorrectly charged an enrollment fee even though I joined during a promo of waiving the enrollment fee. I’ve called Greenlight on 12/22 and 12/23, I was told I would get a refund - which has yet to post on my bank account. Chris a supervisor is the rochester location who I spoke to who told me I would get a refund. Chris called and said he’d like to fix the issue and send a tech out on 12/28 to see if the signal could be fixed. No one showed on 12/28 and there were no calls from Greenlight. Literally said to me “you’ll be talking to me all next week, we will get this solved.” 12/29 I called Greenlight and was told Chris would call me back and never did. 12/30 I called Greenlight to speak to Chris about STILL not being refunded the amount owed. I spoke to someone who stated he sees the refund was “started” which is exactly what I was told on 12/22/22. I was told Chris wasn’t available to speak. I’m supposed to be refunded everything but the prorated usage amount - I was told my refund would be around $150. I was supposed to receive a call back from supervisor Chris G on January 4th - he never called me back. 1/4 - I have yet to receive any return communication from a supervisor who I am told are both named Chris. I am still attempting to track down a timeframe for this refund that I started on December 22nd. 1/9 - I received an email from Greenlight stating a refund is being processed but no timeline. I have yet to receive a call from a supervisor at this company. I have requested contact information of the supervisors of the supervisors and was told they could not provide that.

  Business response

  01/27/2023

  Greenlight Networks processed the refund of $150 for Mr. ***** on Jan 18, 2023 and called and spoke to him that the refund was processed and asked if he has seen the credit, his reply was "no". Apologized to Mr. ***** for the outcome and communication of his escalation and how it was handled internally by the supervisors. Mr. ***** said he is still waiting for a call from their supervisor, explained that it was me. I apologized again for the mishap and explained I will follow up next week to see if it has been credit back to his card ended in 2771. On Fri Jan 27th called and left Mr. ***** a voicemail to follow up and confirm that he has seen credit back to his card. Typically takes 3-5 business days, so he should see it on his account. Asked him to call with any further questions. ###-###-#### Michele G. Director of Customer Experience.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/3/22, Greenlight networks came to my house without my knowledge and installed fiber to my house. In the process, they cut the invisible fencing line rendering it inoperable. It is illegal in NYS to dig before calling 811, which they clearly did not do before digging. If I had known they were visiting my residence first, I could have warned them about the invisible fencing. Due to the fact that Greenlight networks damaged the fencing, I am seeking that they pay for all damages to fix the fencing

  Business response

  11/08/2022

  Greenlight Networks escalated this with the vendor that did the work on our behalf. They reached out and spoke to the resident on Friday, Nov 4th. The vendor will be paying for the invoice, the customer needs to send the invoice to our contractor. Once it is sent, they will be paid from our contractor. In regard to the Dig Safe comment, Dig Safe, UDig NY member utility companies do not locate and mark private facilities on your property.

  Customer response

  11/09/2022

  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.  Vendor spoke with me on 11/8 to confirm they will pay for damages  Regards,  *********** ********* 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally signed up for Greenlight Networks (sometime in the last 45 days) fiberoptic internet when the arrived in my neighborhood. After receiving a promotion (sometime in the last 14 days) in the mail indicating that the installation fee would be waived, I called to schedule my installation and was told that I couldn't get the $0 installation fee because it was for, "new accounts only." This (and the events following) occured on October 11, 2022. This is an argument of semantics, as every account in the neighborhood is new (because Greelight is new) and also, I received the promotion in the mail. Feeling uncomfortable with continuing to do business with Greenlight, I asked them to cancel my installation. They then stated that something had already been attached to my house and I would be charged the $100 fee whether I agreed to their service or now (per their Terms and Conditions, which I believe is unethical). I was never made aware that someone would be coming onto my property and installing something on my home. If I had been told this was scheduled to happen, I would have had the opportunity then to cancel. Since I was never provided with information that they were beginning the install, I cancelled the best way I knew how. According to an email I received, if I didn't schedule to finalize install within 30 days they would charge me $100. It appears that this company is acting in a predatory way, not providing adequate communication with potential customers to cancel their accounts and decline service. I now have a $100 fee pending on my credit card, and will file a dispute with **** when this posts. This company appears to be acting in ways inconsistent with ethical business practices. I would like them to remove the fee, and also be made aware that if they don't I will be removing it myself. THank you.

  Business response

  10/12/2022

  Greenlight Networks states on the bottom of the confirmation that after you have the fiber attached to your home, you have 30 days to schedule your installation inside the home. If you cancel after it has been attached to your home, there is a $100 fee that is incurred. Attached is the email confirmation sent to Mr. *******. We did reach out to Mr. ******* today, 10/12/2022, to discuss the situation with him and informed him that we would refund his $100.00 and waive his installation fee in exchange for all of his trouble with us as long as he was still willing to have Greenlight service. Mr. ******* has declined our offer and has gone with ******** instead. He did tell us that he was disputing the $100 charge on his ****.

  Business response

  10/13/2022

  We appreciate the feedback from Mr. ******* and wish him all the best. If the dispute with his credit card does not succeed, the $100 covers the cost for the future - the fiber and equipment have already been secured to the side of his home. If he decides to switch to Greenlight in the future, there would be no install fee. 

  Customer response

  10/19/2022

  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

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sometime in late winter/early spring Greenlight dug up a large area of my front lawn during installation of their fiber optic service in this neighborhood. According to a neighbor, they were also responsible for knocking down my mailbox which I have repaired. I contacted them a month ago now about the lawn and still nothing has been done to repair it. Very irresponsible to leave it for months!!!

  Business response

  09/14/2022

  To Whom it May Concern,This is in reference to complaint ******** for Mr. **** *******. His original complaint was made in June 2022 regarding his front lawn that was dug up from the burial of the fiber optics line.After Mr. ******* contacted us on June 29th regarding his lawn restoration, we immediately went and assessed the damage and re-seeded his lawn. We also gave him the contact information for the Superintendent.When we received the letter from the BBB on 9/6, the project superintendent called and spoke with Mr. ******* on Sept 7th.   Mr. ******* is not requesting any additional restoration at this time and is happy with the current growth of the grass.  He also stated that he must have been angry when he reached out to Greenlight and the BBB because that is not something he would normally do and he apologized for doing so. We have attached a photo of the lawn, it looks like it is coming in nicely despite the heat that we had this summer.Please consider this case closed. If you have any questions regarding this process, please let me know.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Greenlight installed on 1/27/2022. In March, after learning about other neighbors and friends who had gotten Greenlight installed to 2nd and 3rd floors, I reached out to Greenlight (using their recommended chat feature) to inquire about why the technician insisted on installing ours to our first floor even though we asked for it to be installed to our second floor. Please see the attached CHAT TRANSCRIPT from 3/11/2022 for entire conversation. The person who "helped" me was incredibly rude, and she said she would escalate my complaint and I would get a phone call - I never did. On March 16, after days of waiting for a callback and not receiving one, I again reached out to Greenlight (by phone) and spoke with Chris J*****. I shared the transcript with him and he said he was working on this for me. On March 17 I sent a follow-up email asking for an update. Chris called me on March 18 to say "he wasn't ignoring me" but had no update to share. On March 21, I sent yet another email asking for an update. March 23 I get an email from Chris asking to call. I explained I had back-to-back meetings that day and could he provide an email update. He did not respond. On March 28 I emailed again and asked for a status. On March 29, Chris called and said a technician would come out that week to re-route our fiber. I said Thursday or Friday would be great. On March 31 I emailed again, asking when a technician would be out. No response. On April 4, I called Greenlight to complain that nothing had been done. I spoke with a new technician who put me on hold and claims that he went to talk to Chris. He came back and said Chris would call me back after he got off the phone with a customer, and to please wait 30 minutes or so for that call. I never got a call. (Entire email thread is also attached.) I am BEYOND frustrated at this point and I don't know what else to do. This is the first time I've ever reached out to the BBB and I look forward to your guidance and support.

  Business response

  04/11/2022

  Apologies for the run around.  This is being addressed as a mentoring opportunity for our internal reps.   As for the actual clear curve, someone should be out to look at it.  Every house is different and the structure of where it enters the house to where you would like to have it plays a role.  We are often able to accommodate, but sometimes we do not feel comfortable going through walls or other objects.  A supervisor should be in contact this week to assess.  

  Customer response

  05/02/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hello, Good news - on April 18 I finally received a call from a Greenlight supervisor who scheduled a technician to come out to my house on Friday, April 22. The technician re-routed our line and apologized that it was not done this way initially or sooner. He could not see any reason why we were initially told that the routing to the attic could not be done. He also apologized for the trouble we went through and made sure we understood that the work was free of charge. The technician also provided an email address for the Routing Coordinator so I emailed her later to thank her and praise the work of the supervisor and technician (see attached). I consider this matter finally resolved. Thank YOU, BBB, for your part in helping us find a resolution. We felt helpless and powerless to make anything happen. This organization helped us find the solution!! *****

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally ordered their service in March 2019. They finally acknowledged the order (as per their web portal) on 6-Jan-2022. A contractor hung their cable on my pole and installed a connection box in Feb 2022. Since then I reached out to GL through their online chat, email, and one-time even via a phone call. All I get are answers like these: "The best answer I can give is that we are aware, we are working on it, and it will be ready when it is ready." There is NO activity on my street, however there is on other streets in my neighborhood.

  Business response

  03/15/2022

  First of all, this person is not a customer...they are complaining about NOT being a customer.  He does continue to badger our company and rude to our service reps.  We are considering cancelling this order if this continues.  It does not cost anything to be kind...Due to the complexities of building out a fiber to the home network, as well as our dependency to get onto poles owned by the utilities, working with the municipalities for right of way, etc...getting a definitive date of construction complete is very tricky.  Therefore, we do not want to set false expectations, we do not feel comfortable sharing a date until we are closer to completion.  We do keep in touch via email on the order on status as it progresses.As for the order confirmation, it appears this customer signed up with three different emails to try to increase interest, therefore, he will continue to get emails asking to enter an order as two of those emails do not, and should not, have orders.  Customer should unsubscribe emails from the additional emails used if they want to stop getting those messages.

  Customer response

  03/15/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is okay, but still doesn't resolve the underlying issue and the fact that GL gives VERY confusing messages. Regards, ****** *********

*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. ↩