ComplaintsforSuite Solutions

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved to Grove Point Apartments back in 2019. The community itself is great. When I was told that the only carrier for internet was Suite Solutions I was upset, because I do not like having to not have a choice with what I want to purchase. Since 2019 I have made a call to your company almost every week for this terrible service. It is awful. I call and they say a tech will be out on XYZ date. Tech comes out and states that i really can’t do to much. I’ve repeatedly told them of my outages, high pings and etc. I have even offered to pay more money to get a faster service and was told they don’t offer it. This is a disgrace of a business. I am paying $68 dollars a month, when other reliable internet providers are in the area, but I can’t receive because of a contract. I have paid for the highest service and it feels like I’m getting 50mbps. On 4/22-4/30 I have made a call everyday because it goes out or we have an outage on the property. Their services are terrible and have yet to find the root to the issue. When they do fix it. It works for maybe a week or two then I’m back to having high ping issues. I have yet to be compensated for anything and currently still receiving the worst internet I have ever seen.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet provider for which I pay 170.00 dollars monthly continually goes down. We get a recording that there is an outage in area but yet see no repair man. I would like to receive the Internet I pay for monthly for I work from home and my income depends on the Internet working. I pay 170.00 per month.

  Business response

  04/29/2024

  We are writing in response to a complaint filed by Ms. *** ***** regarding service interruptions and concerns over billing. First and foremost, we wish to extend our sincerest apologies for any inconvenience Ms. ***** has experienced. At Suite Solutions, we strive to provide reliable and consistent services. 

  We acknowledge the intermittent outages affecting our customers in Midland, MI, including Ms. *****, on April 12th and 13th. These disruptions were due to unforeseen technical difficulties that impacted our service in this area. Our technical teams worked diligently to resolve the issue promptly and to minimize inconvenience to our valued customers.

  Regarding the concern about the billing amount, our records show that the monthly charge for Ms. *****’s internet service is $74.98 plus tax. We are concerned about the discrepancy in the amount mentioned ($170.00).  We encourage Ms. ***** to contact our billing department directly at 1-************, where our team will gladly assist in reviewing and adjusting her account as necessary.

  To address the inconvenience caused by the service interruptions, we have placed a credit on the account for her next bill. 

  Ms. *****, or any of our customers, can reach our Customer Service team at 1-************. Our team is eager to assist with any issues or concerns that may arise, ensuring a smooth and satisfactory service experience.

  Thank you for bringing this matter to our attention. We are committed to ensuring our customers receive the quality service they deserve, and we appreciate the opportunity to address and resolve any concerns our customers may have.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/15/2023, I setup internet service with Suite Solutions for my new apartment at The Marq Georgetown (they have contract). I paid a total of $86.92 for the service and installation. The installation was scheduled for 1/19/2023 between 4-6pm. I was moving up from Georgia that day and arranged my entire day to accommodate the installation. Around 6:10pm, I called Suite Solutions asking if anyone was coming, I was told no due to "road conditions." I was upset I never received a call but went ahead to schedule another installation date. I told the customer service representative, that I started a new job and could not be there before 5:30pm. She said no problem, placing a note in the appointment for the installation person to not come before 5:30pm and to give me a 15 minute call ahead. The installation date was scheduled for 1/22/2023 from 5:30-6pm. On 1/22/2023, I received a call from Suite Solutions around 4:15pm that the installation guy was there. I mentioned the issue that I could not be there before 5:30pm and that I did not receive a call ahead. She mentioned that she saw the notes but they cant guarantee that and I will be charged $25.00. I told her absolutely not, that I will be cancelling my service. She said ok, that I will be refunded for the entire $86.92. She also sent in a request for me to speak to management as they were not available at the time. On 1/29/2023, I called back as my refund had not been processed. I was told I would be refunded 86.92 minus the $25 dollar missed appointment fee. I stated that the customer service representative guaranteed me that I would not be and that there is a note concerning it on the appointment. I asked to speak to management again and they were unavailable. She sent another request for call back to management and I still have not heard from them. The calls are recorded. I sent an email to them and have yet to get a response. I just want my refund of $86.92. As of 1/31/2023 @ 11:07am, I have received no refund.

  Business response

  02/16/2024

  First and foremost, we want to extend our sincerest apologies for the inconvenience and frustration you have experienced with Suite Solutions. Your feedback has been received with the utmost seriousness, and we have taken immediate action to address the issues outlined in your complaint.
  
  Upon reviewing your account and the details of your interactions with us, we acknowledge that the service provided did not meet the high standards we set for ourselves or the expectations you rightly have as a customer. Specifically, we recognize that our communication and scheduling for the installation of your internet service fell short, causing unnecessary stress and inconvenience during your move and transition to a new job.
  
  We understand that trust is built on actions, not just words. Therefore, as a gesture of our commitment to rectify this situation and restore your confidence in our services, we have taken the following actions:
  
  Missed Appointment Fee: We have removed the $25 missed appointment fee from your account.
  Full Refund Issued: A full credit of $86.92 has been issued back to your credit card. This refund reflects the total amount paid for the service and installation that was not completed as scheduled.
  
  Our team strives to ensure that every customer interaction is positive and that our services are delivered efficiently and effectively. It's clear that we missed the mark in your case, and for that, we are truly sorry.
  
  Additionally, we are reviewing our internal processes, especially regarding communication and scheduling, to prevent such issues from occurring in the future. Your experience has highlighted areas where we can improve, and we are committed to making those improvements.
  
  We hope that these actions demonstrate our dedication to customer satisfaction and our willingness to take responsibility when we fall short. While we regret that your initial experience with Suite Solutions was not as expected, we would welcome the opportunity to serve you again in the future, should you choose to give us that chance.
  
  Thank you for bringing this matter to our attention, and again, we apologize for any inconvenience we have caused. If there are any further concerns or feedback you would like to share, or if there is anything more we can do to assist you, please do not hesitate to reach out to us at 1-************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the quality of service I have received from Suite Solutions, my internet service provider. As a customer, I expect reliable and consistent internet service, especially considering the promises made by Suite Solutions regarding the quality of their service. Unfortunately, my recent experiences have been far from satisfactory, and I find it necessary to bring these issues to your attention. I have beeb a customer of Suite Solutions for approximately 6 months and I have paid full rate each month regardless of the days that the internet does not work properly. I operate a marketing agency from my home, and the reliability of my internet connection is crucial to the success of my business. I have been facing persistent issues with my internet connection, adversely affecting my workflow and causing significant disruptions to my business operations. The problems I have encountered include inconsistent internet service on the following dates: 12/25, 12/30, 12/31, and today, Jan 2, 2024. These disruptions have had a direct impact on my ability to conduct important Zoom meetings and complete critical tasks, resulting in tangible losses for my business. Today I spoke to call center supervisor *** (refused to provide her last name), ID# **** who like the first individual didn't seem to care or be willing to issue a refund. I understand that technical issues may arise from time to time, but what is even more disheartening is the lack of responsiveness and assistance I encountered when I attempted to address these concerns with your customer support team. I called your customer service line today, Jan 2, 2024, as soon as possible, and spoke with an individual who, regrettably, demonstrated no interest in resolving my issue or providing any form of compensation for the days when the internet did not function properly. In light of the aforementioned issues, I am formally requesting the following: A thorough investigation into the recurring issues with my internet service on the specified dates. A partial refund for the days when the internet service was inconsistent (12/25, 12/30, 12/31, and today). Assurance of prompt and effective resolution to prevent future disruptions to my internet service. I understand that technical challenges can occur, but as a paying customer, I expect a level of service that aligns with the promises made by Suite Solutions. I trust that you will address these concerns promptly and take the necessary steps to rectify the situation. I appreciate your immediate attention to this matter and expect a timely response. Please contact me at [Your Phone Number] or [Your Email Address] to discuss this matter further. Sincerely,

  Business response

  01/11/2024

  We sincerely apologize for the inconvenience and disruption caused by the recent issues with your internet service. At Suite Solutions, we understand how crucial a reliable internet connection is, especially for your marketing agency operations.
  
  Upon reviewing your complaint, we acknowledge that the service interruptions on 12/25, 12/30, 12/31, and 01/02 have significantly impacted your business. We take such matters seriously and regret that our customer support did not meet your expectations.
  
  To address these issues, we have conducted a thorough investigation and identified the source of these disruptions. We have replaced the faulty equipment to prevent future occurrences and improve the consistency of your internet service.
  
  As a gesture of our commitment to rectifying this situation and acknowledging the inconvenience caused, we have applied a 50% discount on your current bill. We hope this action demonstrates our dedication to providing you with the service level you deserve.
  .
  We appreciate your feedback, as it helps us improve our services and customer experience. For any further questions or if you wish to discuss additional concerns, please feel free to contact us at **************.
  
  Thank you for your patience and understanding. We are committed to ensuring that your future experiences with Suite Solutions reflect the high standards we strive to uphold.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called and ended service mid November and was informed I was paid through until December 10th and service would be discontinued on that date. On December 7th i noticed I had been charged again for another month of service. Upon noticing this I immediately called the company and was assured it was an error and a refund would be processed. I received a call back on the 13th of December assuring me my refund would arrive in 5-7 business days. I called back on the 22nd as I had not received a refund only to be told that my refund would not be sent until conditions previously unmentioned were met and it would arrive by mail as opposed to being returned to the account it was taken from.

  Business response

  01/11/2024

  We apologize for the inconvenience caused by the billing error and the delay in your refund. We acknowledge the mistake and have taken steps to ensure it doesn't happen again. Your refund has been processed to the original card used for payment. You should see it in your account within 3-5 business days, depending on your card company's processing time. 

  We regret any frustration this situation may have caused and are here for any further assistance you might need.

  Customer response

  01/12/2024

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Suite Solutions has owed me a $63.95 refund since August 2023. Their services were terminated by my condo complex and this is my credit balance. After several phone calls, I was told a check was mailed on 10/27/23. To date, no check has been received nor has it been returned or cashed. I was told that they cannot cancel or re-issue checks unless the original has been returned. I find this ludicrous. The post office says there have been no issues with mail delivery in my complex and no mail from Suite Solutions has shown up in my Informed Delivery mail preview. I checked BBB and there are many complaints against this company including complaints on refunds.

  Business response

  12/13/2023

  Thank you for reaching out to us and for bringing this matter to our attention through the Better Business Bureau.

  
  We sincerely apologize for the inconvenience and frustration you've experienced regarding the refund of $63.95. We understand the importance of timely and accurate refunds, and we regret that our service did not meet your expectations in this instance.

  
  Upon reviewing your case, it appears that the initial refund check we issued on October 27, 2023, has not reached you. We acknowledge your concerns regarding the delay and the difficulties you've faced in this matter.

  
  To address this issue, we have voided the original check through our third-party processor. We have also initiated the process to reissue a new check to you. Please expect to receive this check within the next 10-14 days. We are taking this matter seriously and are working diligently to ensure that you receive your refund as promptly as possible.

  
  We value our customers and strive to provide excellent service. We regret any inconvenience this situation has caused and are committed to resolving it to your satisfaction. Please feel free to contact us if you have any further questions or need additional assistance.

  
  Thank you for your patience and understanding in this matter.

  Customer response

  12/14/2023

  
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I disconnected my service with Suite Solutions on Aug. 4, 2023 because my condo complex discontinued the contract with this company. I was told that I needed to return all equipment to the leasing office for pickup. I returned 1 DVR, 2 Hoppers, 3 remotes, and all of the cords, etc. in a box with my name on it, which was placed on a shelf in a storage closet. On Aug. 18, talked to a company rep who said they received everything and it appeared that they owed me $26. On Sept. 3 I received an email stating that I owed them $126.30. When I called on Sept. 4 I was told it was for a Hopper that wasn't turned in. I told them that I had returned everything and did not have any equipment. Was told that they would check with the technician because sometimes they forget to turn all of the equipment in and that it could still be in their vehicle. They would also have him go to the leasing office. I explained to the rep that I wasn't going to pay for something that I didn't have, and something that no longer works because everything has been disconnected. She said she understood and would work to get it resolved. Sept. 7 talked to the leasing office and they said that there was still equipment in their office because the tech never came back to pick it up, and that it's Suite Solutions responsibility to secure their equipment and not the residents. When asked why the company didn't pickup from each resident, was told Suite Solutions refused. Oct. 3 received another bill for $126.30, called Oct. 4 and asked to have a supervisor call me back. Nov. 3 received another bill, but no call from a supervisor. Nov. 8 called the company and after 15 min. on hold was able to talk to Kim, the supervisor. Explained my situation and that I didn't have any equipment and shouldn't have to pay for their internal error. She said there was nothing she could do and that I still owed the balance. I want them to drop this charge and show a zero balance ASAP!

  Business response

  11/20/2023

  We have received your complaint filed with the Better Business Bureau regarding the charge for unreturned equipment, and we sincerely apologize for any inconvenience this situation may have caused.
  
  Upon reviewing your account and the details of your interactions with our team, we understand that there was a discrepancy concerning the returned equipment. We take full responsibility for the oversight and any miscommunication that occurred as a result.
  
  After a thorough investigation, we were unable to locate the missing equipment. However, we value your business and the trust you have placed in us. As such, we have taken the necessary steps to remove the equipment from your account and have processed a refund.
  
  We assure you that no outstanding balance exists on your account, and you should receive confirmation showing a zero balance. If this has not reached you yet, please contact us directly, and we will provide the necessary documentation.
  
  We appreciate your patience and understanding as we worked to resolve this matter. Suite Solutions is committed to providing exceptional service and support, and we regret any instance where we fall short. Your feedback is crucial in helping us improve our processes.
  
  If there are any further issues or if you need additional assistance, please do not hesitate to reach out.
  
  Thank you for bringing this matter to our attention, and once again, we apologize for any stress or inconvenience this situation may have caused.

  Customer response

  11/21/2023

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is by far the worst company you could ever think about doing business with. And im not just speaking about internet providers, I mean any company you could ever think about having business with. They have the most unprofessional, uneducated, and untrained customer service you will ever experience. My internet is also out right now with absolutely no explanation. They dont even have a 24 hour line available to troubleshoot the issue. Some lady answered an "out of office hours" line to take down my name and number so that someone can call me at 8 am when the "office" opens. What kind of compamy is this. I did not choose this provider, it was forced upon me by my apartment complex. If you are looking for a place to live and you are required to sogn up for this ISP, please choose to live somewhere else. Yes it is that important. They dont care about their customers. They never have good information for you. You wont get the truth about what is going on with the service. No one has straight answers. Please just save yourselves and never NEVER EVER do business with them!!!!!!!!

  Business response

  06/21/2023

  We sincerely apologize for the negative experience you have had with our company, and we appreciate you bringing this matter to our attention. We understand your frustration with the service issues you encountered and the perceived lack of professionalism and efficiency from our customer service team.
  
  First and foremost, we want to assure you that providing a high level of customer satisfaction is of utmost importance to us. We deeply regret that we fell short of meeting your expectations in this instance. We are committed to resolving the issue you are facing with your internet service as quickly and efficiently as possible.
  
  Regarding the availability of our customer service lines, we apologize for any inconvenience caused by the limited support outside of regular business hours, (12am-8am). We understand the importance of having timely assistance when problems arise, and we are actively working to improve our support coverage to better accommodate our customers' needs.
  
  We did reach out to you on June 11,2023 via phone regarding your issue. We have not heard back. We would like to rectify the situation and address your specific internet service issue promptly. In order to assist you further, we kindly request that you contact our customer service at 1-866-859-8686 or email [email protected]
  
  Once again, we apologize for any inconvenience and frustration caused. We appreciate your understanding and the opportunity to make things right. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not typically one to file complaints but I am at the end of my rope with suite solutions. I moved at the beginning of June 2023, and called Suite Solutions about a month or more in advance. I was told that my last bill would be on the 21st of May, and it would be a prorated amount of $26.36. I even called to confirm again ahead of the 21st to make sure they had me scheduled for disconnection and the correct amount for payment. Then on the 21st, I am charged the full bill of 60.58. I call once again and I’m told that they can’t refund me until my router has been received. When I ask why I am given the reason that it is to make sure they get their device back. However that makes no sense as they charged me the incorrect amount to begin with. Im told that once it’s received I’ll get my refund within 5-7 days. Then I call back a week or two later to see if they have received my device and I’m told that it will take 10 week now for me to get my refund. This company is holding hostage my money that they incorrectly charged me and I have pretty low hopes of getting it back at this point. If you have any other options please choose a different provider.

  Business response

  06/21/2023

  We apologize for any inconvenience this has caused. Our CSRs did show the equipment on the account which caused a delay in your refund. The equipment has marked recovered and the refund has been processed to your card. If you have any questions or concerns, please contact us at 1-************. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had internet at ********** Apartments in Lexington KY. Services were canceled May 28th of 2022, was advised to leave the modem with the leasing office. It was dropped off and I paid the last bill. Never heard anything after. 10 months later I receive a two bills in the mail stating there is a $30 previous Balance, 02/01/2023 Wireless Modem Rental $149.99, 01/13 Unreturned Modem $149.99, total $279.54 due and another bill for 03/01 previous balance $129.99, 03/01 modem rental $149/99, total due $279.54. Called Suite Solutions and was told the modem was not returned and I needed to call the leasing office. Called ********** leasing office, was told they put them in a box to be picked up by Suite Solutions that they couldn't help due to how long ago it happened and to take it up with Suite. Called them again and was told even though I dropped it off with the leasing office, I was still being charged until it is returned and to talk to the leasing office. Called the leasing office again, they said they didn't lose the modem and would reach out to Suite solutions to get an answer. So according to Suite Solutions I did what I was suppose to do, but getting punished by being charged for something that happened almost a year ago. At this time, neither Suite Solutions nor ********** can give me an answer on how to resolve the issue.

  Business response

  03/28/2023

  We apologize for any inconvenience this may have caused. We have removed the modem charges from the account and we are currently reviewing the equipment return process in the area to ensure all equipment is properly removed from an account when returned to a leasing office. Again we apologize for any inconvenience. If you have any questions please contact us at 1-866-859-8686. 

*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. ↩