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Complaint Details
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Initial Complaint
04/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Advertisement in envelope with my bill targeted by age senior citizen. Buckeye says they have every right to send ads
Business response
05/16/2022
Buckeye Broadband reviewed this case and determined the customer has an option to sign up for electronic billing to avoid the paper invoice advertising. We would be glad to help the customer walk though this option. Please contact ******** ******* for further information, ************. Thank you.Customer response
05/16/2022
Complaint: ********
I am rejecting this response because: I like to see all of your charges on paper. Do not advertise old peoples products to me, Life Alert, Life Insurance, etc. and do not sell my age information to your advertisers.
Sincerely,
***** *********Business response
05/18/2022
Buckeye Broadband is allowed to put advertising in the invoice. As to the selling of his information to advertisers, that is governed by our terms and conditions at https://www.buckeyebroadband.com/legal. Please reach out out ******** ******* for further information, ************.Initial Complaint
04/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The nature of my dispute is charge of $50.83 because the company stated that my payment was returned for NSF. When I checked my bank account, I was not charged for a return payment. I hold the belief that the company made an error and is charging me for their mistake. Each moth when I make my online payment. I receive an email indicating the payment was successful submitted. On March 25, 2022, I received an email and an authorization code stating that the payment was successful. I want Buckeye Boardband to remove the $50.83 charge and do not add anything to my credit report.Business response
05/12/2022
Buckeye Broadband resolved this case on 4.25. Please reach out to ******** ******* for further information, ************. Thank you.Initial Complaint
04/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I set up Auto Pay with Buckeye Broadband. The first time the payment was due, Auto Pay did not deduct. I then made a one time payment to cover the charges. At the same time I made sure my Auto Pay information was correct, making a couple of adjustments. The next billing cycle I noticed my payment had not been deducted. I made a call to their number and was told that when you make changes to Auto Pay they may not take effect for 30 days. If you make a change after the billing cycle, then that information does not take effect for 30 more days. During that time your payment is due and you get assessed a late charge. I believe they are doing this solely to collect late fees. No media outlet is going to take a complaint on this for fear of retribution from the Blocks.Business response
05/12/2022
This issue appears to be resolved. Please reach out to ******** ******* for further information, ************. Thank you.Customer response
05/12/2022
Complaint: ********
I am rejecting this response because: The business never contacted me to see if I was satisfied. I still do not know if their auto-pay feature will properly process my payment, or if they just use it to collect late fees. Saying that it could take 30-60 days for the information to process in their system is ridiculous.
Sincerely,
******** ******Business response
05/13/2022
Buckeye Broadband reached out today and left a message.Initial Complaint
03/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/1/22 I woke up to no internet after I had just paid a bill on 2/15/22 in the amount of 102.67 which was a past due amount from a bill dated 1/4/22. I called to speak with buckeye about the issue and their billing rep said it was due to the bill on 1/4/22 having a past due of 128.67. I advised them that was NOT what was on my 1/4/22 bill nor their website at the time I paid the 102.67. The rep then said that the 128.67 shows up on a bill dated 2/4/22 and that because that was my balance on this bill that was why my internet got shut off. I asked ok so you are saying I need to pay 128.67 to get my internet turned back on? They said no I only need to pay 26.00 which was what was past due from the 1/4/22 bill. We got NO warning about being transited to their freenet as normally we would get pop-up's, email and text messages the rep had no answer. This we NOT the first time I had an issue similar to this as I had a similar issue at the start of the pandemic. The rep kept going back to the 2/4 bill and finally, I asked for a supervisor. I was placed on hold and waited over 15 min for the rep to come back and say that the supervisor was busy and they would have to call me back. I asked to remain on hold until I could speak with the supervisor and the rep said they could not allow me to do that. As I was talking to the rep I could hear someone giving this rep instructions in the background. I worked in a call center as a floor supervisor and I am well aware of what was taking place at the end of my call. Buckeye knows that in Erie County they have NO direct competition for cable internet and even after their customer shows they where right Buckeye still does NOT care! The only thing I wanted was for Buckeye to acknowledge that what I was saying was right and turn my internet back on. I knew my bill was past due and I acknowledged that but at the end of the day Buckeye does NOT care!Business response
05/18/2022
Buckeye Broadband called and left a message today. Please give us a call back at your earliest convenience. Thank you.Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a subscriber to buckeye cable for about two years. I live with my 74 year old mother and we were putting the account in her name. When me and my mother went to the store at the end of January. I spoke to an employee named ****** and he told me after I ended my service with them and put the service in my name. He said that I was in the second half of my internet promotion. He then said we had to ride out the rest of my promotion and he would set my mother up with a sweet promotion at the end of June. I then called customer service and had talked to a customer service representative who said ****** who I told three times I did not need a modem and I had one at her house was going to charge my 74 year old mother a modem that she did not need or want. This customer service said that ****** was wrong and that he was just building a package to get a higher commission percentage. This young lady said she was going to due an account correction form and that my mother would be eligible for a new customer promotion. This promotion was 39 for the first six mother and 59 for the remaining six months. I was told to call back a week later and that this account correction form would be in place. I called again and I talked to a supervisor and she said because I was in a promotion that my mother would have to assume the promotion I was currently enrolled in. She gave me a one time 20 dollar credit and said that was it, the issue I have is that buckeye promotes autopay and my mother would be paying for a product and service she did not need or want? I believe that buckeye does not care about its customers and just want to take money and add fees so that there sales people can have a bigger commission. I feel taken advantage of and the worse part is taken advantage of a senior citizen on a fixed income. She as also diagnosed with breast cancer.Customer response
02/08/2022
***Document Attached***
Here is the young lady I spoke with on the phone. ******* initially told me that I would be able to have my mother put in the account correction form to have the bill adjusted appropriately.
See Attachment/File: *************** ***** ****Business response
02/16/2022
Buckeye Broadband reached out to this customer but we had to leave a message. Please contact ******** ******* for further information, ************. Thank you.Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I added a phone line to my cable bill. I have called 10 asking that my line be listed as private and a code put on my account and this hasn't happen. I asked for a supervisor to call me 10 times and i haven't received a return call. Can i get someone to call and help me? **** *****Business response
02/17/2022
Buckeye Broadband reached out to this customer and all issues are resolved. Please contact ******** ******* for further information, ************. Thank you.Initial Complaint
12/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On November 18, 2021 I canceled my service with Buckeye Broadband due to the fact that I was moving out of state the next day. I canceled my service by returning Buckeye Broadband's router and other equipment to Buckeye Broadband's "Tech Hub" located at *** ******** **** ** ********, **** as I had been instructed to do when I inquired with Buckeye Broadband earlier in the week. At the Tech Hub, the equipment was all checked back in by the employee and I was assured that he had canceled my service. He asked for my forwarding address, which I provided, and he told me that I had a refund coming and that it would be mailed to my new address. I called late last week and inquired about my refund which I had not received yet, and was told that the check had been mailed to me on December 2 and suggested that I should call back "at the end of next week if you still haven't received it." Today I called back, at approximately 4:30pm EST, and explained again that I am owed a refund of $94.87 and I reminded them that I was told to call back at the end of this week if I have still not received it. The employee this afternoon told me that a supervisor was not available for me to speak with nor even to investigate why I have not received the money owed me or when I would receive it. She suggested that I call back again next week. It does not seem reasonable to me that I should be expected to call back repeatedly. I paid Buckeye Broadband on a timely basis each and every month during there time that I had service with them, and fulfilled in full my part of our service agreement. My expectation is that they pay me the $94.87 I am owed without further delay.Customer response
12/27/2021
I received my check today. An apology did not come with it, and 5.5 weeks from the date I discontinued my service seems an unacceptable amount of time for anyone to wait for a refund -and I suspect if I hadn't notified the Better Business Bureau I may still not have it- but I do have it now. Thank you.Business response
12/29/2021
From: ******** *******
Date: Wed, Dec 29, 2021 at 8:06 AM
Subject: Automatic reply: BBB Complaint Case# ******** (Ref#***********************)
To: Better Business Bureau
I am out of the office today. Thank you.Initial Complaint
10/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My complaint is that buckeye Cable system charges the most and gives you the least their equipment is outdated we've replaced this box five different times and it keeps going out they've raised their prices they charge you for service fees if the repair guy decides that it's your fault it never used to be that way buckeye Cable system has changed over the years and it's gotten worse people should be given back refunds for all the damage their equipment does to their their television equipment and other things because of the cycles of pulses they haven't fixed this we've been sitting here since last night with the TV that goes in and out in and out we call them they don't do anything the guy was supposed to be here today between noon and 2:00 it's 2:15 and he's still not here that's my complaintBusiness response
12/21/2021
Business Response /* (1000, 5, 2021/11/02) */ Buckeye Broadband resolved this case and the customer has been contacted. Please reach out to ***** ******** for further information, **********. Thank you!Initial Complaint
10/24/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Smart net and beacon charges have been placed back on my bill from May/June. ********* states that I did not return these devices. I set up my own internet service in the house. I utilized an EERO system that was recommended by ********. I took the "beacon Eero devices from both my house at that *********** and also ***************. I manage this address for my mother. I am tired of these billing games this business continues to do.Business response
01/03/2022
Business Response /* (1000, 5, 2021/11/01) */ Buckeye Broadband resolved this case, he equipment was removed and a credit was applied. Please reach out to ************** for further information, ************. Thank you. Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) What will the new monthly bill be? What are you refunding and how much? Business Response /* (4000, 9, 2021/11/10) */ Buckeye Broadband has reached out to the customer and has resolved this case. We were able to answer all of his billing questions and he received a credit for his Eero equipment. Please reach out to ************** with any further questions @ ************. Thank you! Consumer Response /* (4200, 11, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call from Buckeye two days ago. They indicated they would call back but have not. This is not resolved. *****. 11/12/21 Business Response /* (4000, 13, 2021/11/18) */ Buckeye Broadband reached out again to this customer and explained billing. Please contact **************** for further information, ************. Thank you.Initial Complaint
10/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Buckeye Cable called regarding my bill. I explained I needed an extension. They explained they were granting an extension until October 8th for the past due amount on my account. On October 4th the full amount that was due on the account which superseded $400 was taken out of my banking account. An unauthorized auto pay was set up on my account. I then called Buckeye Cable and they explained to me that a check was going to be issued for a refund for the amount that was taken out of my account. They also explained that they were petitioning for credits to be applied to my account because of the overdraft fees that were applied to my personal banking account. I was told I would receive the check within a week to a week and a half. I just got off of the phone with buckeye Cable again and now they're explaining it will be 6 to 8 weeks before I receive my check. No credits have been applied to my account for my overdraft fees. This needs addressed immediately.Business response
01/03/2022
Business Response /* (1000, 12, 2021/11/11) */ The business advised the BBB that they have attempted to reach out to consumer multiple times but the attempts were unsuccessful. Their records indicate that the refund check sent to the consumer was cashed.
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107 total complaints in the last 3 years.
44 complaints closed in the last 12 months.