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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
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid for Internet service on 1/1/24 the Internet went out on 1/5/24 . On 1/8/24 I went to the office and swapped out the router. I got home and it was doing the same thing not working. I called toast net back and informed them of the situation. I was told I had to agree to paying a 150.00 fee for service call if the router was bad. I refuse because I have already swapped out my router with one that was supposed to be working. So they now refuse to send out a service tech because I refuse to pay them. No supervisor will answer the phone, I requested a refund for the month because I have no service, billing refuse to answer the phone.Business response
01/10/2024
The customer's Internet is currently working. In fact it started working just hours after this complaint was submitted. The TOAST.net process to ask for a refund or adjustment to customer's account is to send an email to [email protected]. We have not received any communication regarding a refund or adjustment. And the TOAST.net process before sending an onsite technician visit is that the customer must agree to a "possible billable charge of $100". Any outside line issues are covered. The only time the customer would be charged is if the issue is with their setup. We did not bill the customer nor did we say that they would be charged $150. We asked that they agree to the "possible charge." Also, we did a lot of troubleshooting over the phone and swapped out the modem to make sure to avoid a dispatch.Customer response
01/18/2024
Complaint: ********
I am rejecting this response because:I have swapped out the modem a second time and still have nothing but problems with the Internet. In fact ATT is here again 1/18/24 and still no resolution, still no adjustments to the bill , just more of the same old story.
Sincerely,
******* *****Business response
01/22/2024
Thank you for being a TOAST.net member! It looks like the issue with your connection is finally resolved. Sometimes issues take time to resolve and multiple onsite visits. We have continued to work with you to resolve the intermittent issues through this entire time.
Currently, we are waiting for you to reply to let us know the issue is resolved to adjust the billing. The service billing adjustment is done when the issue is resolved.
Customer response
01/30/2024
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,
******* *****
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Contact Information
Business hours
Today,8:00 AM - 6:00 PM
MMonday | 8:00 AM - 6:00 PM |
---|---|
TTuesday | 8:00 AM - 6:00 PM |
WWednesday | 8:00 AM - 6:00 PM |
ThThursday | 8:00 AM - 6:00 PM |
FFriday | 8:00 AM - 6:00 PM |
SaSaturday | 10:00 AM - 4:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.