ComplaintsforSuite Solutions
Current Alerts For This Business
According to BBB files this business has a pattern of complaint concerning unreliable and inconsistent coverage, extended service outages, technical support challenges, and speed discrepancies. Consumers state that they are experiencing frequent disruptions of service, daily outages that can last over ten days with no billing adjustments provided, technicians are struggling to resolve issues effectively, and that the speed advertised is not being delivered. On August 28, 2024, BBB sent a written notice to Suite Solutions identifying the potential pattern of complaint with a request for a business response. We have not received a response from the business as of 9/19/2024.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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.Initial Complaint
11/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Callled the company at 1:45am due to internet being down, as usual. There’s always an issue with this place and I’m sure they’ll find a way to blame it on someone else. No troubleshooting or any other help available. Have a paper for class due in 2 days, now have to try to figure out how to do it at work. No apology or nothing. Trash service. No customer service training. No help. Can’t wait to move from my complex just so I can get better internet service!Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Have been a customer with this ISP for 2 years.. Throughout our time with them, we've had consistent network issues, packet loss, and "Modem Update" issues. This resulted in Suite Solutions having several house calls to attempt to troubleshoot and resolve the issue. They did credit us for a couple of months as they were working on it. However, the crediting came to an end, but the issues did not. Though I am not working remotely as often as before, I still experience connection issues every time I do. If you are expecting to set aside any time for streaming, videos, gaming, or remote work, look elsewhere (if you're able).Initial Complaint
05/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 4/23 I had a internet outage in the whole apt complex from at least 7am-4:10pm. This company has the contract with the property. They didn’t give a credit for that day even though I missed work from home because of it. I requested an email to show my job, I didn’t get that until several days later where they blamed it on a 3rd party contractor which they didn’t name nor had every mentioned during my 6 calls to them that day. Property management is not aware of another contractor incident. This happens far too often and the service is always slow, buffering, or out because SS knows that they are the only company we are allowed to have at the complex. I’m praying for the day that their contract expires. I’ve never had product service or customer service worst than them!Business response
05/23/2022
We apologize for the outage that occurred on 4/23 and worked to restore services as quickly as possible. Unfortunately, another company did cut one of our underground lines and had to be repair in order to restore services.
If you are experiencing any type of internet issue please contact our call center at ************** or email ********************************* and we would be happy to help you.Business response
05/24/2022
A 1 day credit was applied to the account for the service outage.Initial Complaint
03/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My cable and internet account with Suite Solutions ended early December 2021. When my account was deactivated I was due a refund of $215 which they said would issued via check within 10 weeks. It is now late March and I still have not received my refund. I have called Suite Solutions several times in the mean time and they cannot provide any further detail on when my refund will be sent out as they are using a third party vendor to issue the refund checks to customers.Business response
04/07/2022
We apologize for any delay in your refund check. We have verified with the refund system that it has been mailed out to your address on file. If you have not received it yet, we can void the current check and issue another one. If you would like to speak to a representative please contact us **************.Customer response
04/14/2022
Complaint: ********
I am rejecting this response because:I still have not received my refund. They obviously are lying that it was sent since it has not been received and it has been well over a week since I receive the the message that it was mailed.
Sincerely,
****** *********Business response
04/14/2022
If **. ********* would like, we can void and re-issue the current check #: ******** that was mailed.
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Customer Complaints Summary
15 total complaints in the last 3 years.
8 complaints closed in the last 12 months.