Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm being forced to upgrade and pay an extra $22.95 per month because BendBroadband can't figure out how to correct why my internet connection keeps disconnecting.

• Initial Complaint

  Date:01/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 16 Jan **** I went to their office to return their equipment for TV service and to keep internet service. willing to pay for internet service but was told I would have to pay the whole bill because my billing date was 14 Jan ****and that Bend broadband (TDS) did not prorate or forgive 2 days past billing date so had to pay ****** for a bill that should have been ***** for internet service. I also did not get TV service for the next billing cycle even though I paid for such service. The 2 days past was on a Sunday and **************************** Day-Their Office closed both days. Their Equipment will never be allowed in my home ever since this is their business model

  Business Response

  Date: 01/18/2024

  Our services are provided and billed as a monthly subscription. Customers who cancel midway in the subscription month are responsible for the full subscription month. It is the customers choice to cancel before the end of the subscription month and not use the full month that we offered. This policy is alignment with the communications industry. Our Terms of Service state "5.5 Subject to any restrictions under applicable law, you shall be responsible for the full monthly charges (without pro-ration) for those Services you subscribe to on a monthly basis,even if you terminate such monthly Services before the end of the respective subscription month. Notwithstanding the foregoing, pro-ration of monthly charges shall be permitted with regard to: (a) any active military persons who need to disconnect because of a deployment; and (b) TV and data equipment leased from TDS." Additionally, our statements provide this information:"Monthly Charges lists account activity for the billing period including products/services received and associated fees. Dates indicate the time period to which charges apply. Most service is subscription-based, which means refunds or credits do not apply if you cancel before the end of your billing period." I apologize for any inconvenience.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21154908
  
  I am rejecting this response because:that may be their policy and written into their notices but it is still theft as far as i am concerned.  From now on all of their service and equipment will be removed from my home and will never be allowed again.  I will also remind everyone I can of this policy.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/1/24 I called in to report that I had no internet. The tech support representative did some checking and stated there were no outages in my area and then attempted to connect to my fiber box. They told me they got no response and needed to send out a technician. A technician showed up on 1/3/24 and said they attempted to splice the line and could not fix it so they needed to send someone else out and left. At this point we have no ETA on when this will occur. I called back on that same day from work as .y wife was the one home at the time and sat on hold for 45 minutes to speak to a tech. They said they had no information from the notes the tech left other than it was on "held" status. So I asked for a supervisor. When said supervisor gets on the line they proceed to tell me that I would have to wait until at least the 23rd before even hearing back from a technician to possib** set an appointment. I asked what needed done and I was told I needed a new drop. Strange that I am the o ** one affected in my dense neighborhood, but sure, I will go with it. The supervisor then states that there is a no dig hold due to winter weather so it could be months before they restore my service. I did receive a month's credit, but I would love to have service. Months? I re** on this service for work, my kids re** on it for school, and the fami** relies on it for entertainment. To top it off, they told me if at least 2 or more residents were affected then they would have fixed it within 24 hours of the reported outage. So a single customer is not important?! Worst possible customer service.

  Business Response

  Date: 01/23/2024

  We apologize for the prolonged service interruption. Due to the location, we could not place a temporary cable. Underground work was required. On 1/17/24 our contractor replaced the buried drop wire. ************** completed the repair on 1/18/24 and verified working service. 

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get TDS, *** broadband to start me with a hook up for Internet since August 2023. They had to run wire to the house because I never had any Internet that wasnt dial up.. They came after four weeks and put the cable in. This is a vacation home and **** so I set up an appointment for one of my renters to meet the technician in December to hook up the Internet. The technician called me and said they had to drill through the house with the wire and needed the homeowner there. so I made an appointment for December 31, 2023 to be at my vacation home so they could drill and install the Internet. The appointment was from 3 PM to 5 PM. I got a notification they were on their way and would be arriving at three. I was alone at the house and at 2:40. I went to the restroom then came out of the bedroom and saw the truck driving away. There was a notification that he had came and I wasnt home. This infuriated me because he was 20 minutes early. I called the company right away was not able to get through to anyone till 3 oclock and was informed that he could not come back that he was already in another area . I said if he was supposed to install between three and five why couldnt he come back when he finished the other area that he was doing? I got a supervisor on the phone and he said they were shorthanded and he would not be able to come back so they proceeded to set up another appointment for me and the earliest one was January 17. This is a vacation home and I have to travel three hours to get here , and in the winter that can be difficult. I have family and friends using the house and the Internet that I have with CenturyLink is not sufficient. I called the company today January 2 to see if there was any chance they could come out while I was still here . Of course, the answer was no theyre too shorthanded. I am already using the only company available other than TDS, being CenturyLink. I need to have sufficient Internet for people to be able to work from home when they come to my home. Ive been told that the homeowner is the only one here they can be here for the installation since they have to drill into the house , I made an appointment for January 20 so I could come back whether permitted. Also, since I first contacted them in August they have raised their rate by 20 more dollars. I believe their customer service is appalling, that technician since he came early and left right away should have been insisted to come back to finish what he was supposed to do , I am registering a complaint about this business, its very difficult since its the only other thing in the area other than going to stink, which is so expensive. I believe these companies have monopoly by only being able to be in certain areas and I would like to have an answer back as to what a person supposed to do if they do not live in that area And need to have assistance this vacation. Home is in **** ******, near the resort ********. There are a lot of homes that need reliable Internet and this company doesnt seem to be the right one. I hope this gets my install on the 20th as it is very inconvenient to have to drive here over three hours over the mountain in the snow.

  Business Response

  Date: 01/11/2024

  Our senior reached out and spoke with ******************, they reviewed her account, and he offered a one-time credit for her trouble and her appointment was rebooked. We apologize for any inconvenience.  Thank you.

  Customer Answer

  Date: 01/18/2024

  I was contacted and offered a credit to my first bill. This was appreciated but did not solve my problem. They gave me another appointment but I am unable to travel over there on their timeframe. This is a vacation home and I need to be there for them to install the internet. I have been trying for months. The credit they offered was nice but I don't even have a bill because I don't have internet. The fact that their technician came to the appointment 25  minutes early, didn't call and left. Then I was told he could not come back, even though I contacted the company just as I saw him drive away. I feel they should address the way they communicate with their technicians and be able for them to contact the customer and communicate they are there early. This is what I want them to understand, they say the appointment is between 3 and 5, don't show up 20 minutes early, not communicate with the customer and leave and then not come back during the appointment time. It is not a good business. 

  Business Response

  Date: 02/02/2024

  We are sorry for the misunderstanding. Our notes indicate that, per ******************, a renter would be at the property and ****************** would be on the phone while our tech was there so that she can be advised of the progress while tech is on site. We would suggest that ****************** give ** a call and set up the appointment and note all orders that ****************** requests to be at the property and have our tech call her before their arrival. Again, we apologize for the inconvenience.  Thank you

  Customer Answer

  Date: 02/03/2024

  I did get the information when I called to cancel the appointment I had on the 20th due to the storm. She was very informative and explained I could have my renter let the tech in and have a phone appointment while he was there. She was going to cancel the appointment on the 20th. As it happened, on the 20th I got a text saying they were unable to come out because the tech was sick.  I had not made a new appointment because I needed to check with my renter to see when he was available. It is very difficult to expect the renter, who works, to be available for a 2 hour window to meet a tech. I am working on this and will contact TDS to set up another appointment. It is interesting that non of the supervisors suggested I have an appointment with the tech on the phone while I have an authorized person at the site. I still feel that the company should have better communication between the tech and the homeowner. If they could call just before they arrive that would be helpful. 

  Business Response

  Date: 02/16/2024

  If ***************** wishes to have TDS service installed, it requires an appointment. ***************** can have a representative provide access for the appointment if she is not available. Our suggestion was that the representative call her when the technician is on site to approve any drilling/access to the property that *** be needed. The appointment can be accompanied with instructions to call first so as to minimize the wait time for the representative. The alternative is to contact a provider that has serviced the home in the past where facilities already exist into the home, or contact a wireless company where a self-install can be completed without an appointment. I am sorry for any inconvenience. 

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 3 i paid tds (previously bend broadband) for all previous acct charges in order to turn back on service. The clerk adjusted my acct to the correct amount of $178 and I paid. Service is $75 a month. Service began Oct 3. I'm being billed over $375, almost $400 on Dec 13. I went back to the office (they cant help at all) and spent over 40 minutes on the phone today (they were also unable to help and contributed to wasting 40 minutes of my life). I owe tds for 2 months of service at this point and that is all. I will pay this once my acct is updated to the correct amount. After ending the phone call I called amex and disputed the $178 charge from october. I will remove the dispute when my acct shows the real correct amount which is for 2 months of service. Around $150!! Remove the collections and the dispute will go away!

  Business Response

  Date: 12/18/2023

  Our senior advisor contacted ************************ and reviewed his account and the billing. An adjustment was issued on his account and he was advised of his new balance. We apologize for the inconvenience.Thank you.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having problems with TDS. Starting 08/14/23 I lost internet service. I called 8/24/23 and was told someone would be out to check my connection. I have yet to have internet service. I spoke with TDS several times and this has not been resolved. I continue to get told "Someone will be getting a hold of you". I have called several times in Sept on 10/4/23 was given a case number ********. I called again 10/12/23 was on the phone for 23mins and still no resolution. I called again 10/25/23 and was told the same thing that "someone would call and update me". I was charged in Sept I was charged $4.34 in taxes and fees. I just received my Oct bill and have an amount of $120.85. I have not had service since Aug 14th. Which I was told I would not be billed until my service was returned. My TDS account number is ****************. I do not feel like I have received a resolution to my problem and now I am being charged for not having service. I have not been given a reasonable explanation as to why I still do not have service. Everyone in my neighborhood has service. I have children at home who need internet for school work. I am having to use my cell phone to "Hot Spot" internet to their school tablets which is getting expensive. I have thought several times to end my service but there are limited options in my area for internet service. I would like a better explanation than "someone will call you" and I do not feel like I should have to pay for service I am not receiving.

  Business Response

  Date: 11/07/2023

  Our repair technicians worked with this customer to get the service up and running, we respliced the fiber drop, replaced her modem and ****************** was able to access online and is receiving proper service.  She will see additional credits reflected on her next billing.  We are sorry for any inconvenience. Thank you

• Initial Complaint

  Date:09/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2022 I chose an internet service / phone package through BendBroadBand/TDS that was supposed to have a fixed price for 2 years of $66.50 / month. The package cost has just been increased. I called TDS to inquire about the increase. I was told that the fixed price only applied to a portion of the service provided. When I chose this package it was for the complete package.

  Business Response

  Date: 09/08/2023

  Although we strive to keep our rates as low as possible, we did have a price increase on our voice service and our equipment charges.  Mr. ************* still has his same 24 month promotional rate on his ************* that has not changed.  He was escalated to our senior team and provided that information as well. We are very sorry for any inconvenience this may have caused. Thank you

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20565906
  
  I am rejecting this response because: Seems that a rate for 2 yrs means just that. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction and concern regarding the actions of Bend Cable Communications Inc. in relation to their recent work on our property located on the corner of *************** and *********** in **********, ******. The events that transpired demonstrate a lack of communication, disregard for property, and blatant negligence that have resulted in serious safety hazards and damage to our belongings.In summer 2022, without any prior warning or notice, a crew from Bend Cable Communications Inc. arrived at our property with heavy machinery and began work on the sidewalk adjacent to our home. The abruptness of their arrival and the lack of communication left us confused and concerned about their intentions. In an effort to understand the situation, I inquired about their activities.A worker informed me that they had a legal right to replace their cable infrastructure and stated that we were required to move all items situated on the side of our house. This included our 29-foot camp trailer, a truck, ski jet amongst other items. Additionally, they mentioned the necessity to access our backyard by going through our house, which was a complete surprise and disruption to our daily lives.Given the urgency of the situation and the apparent disregard for our property and convenience, my husband had to take time off from work to manage the immediate relocation of our belongings. This unexpected interruption caused significant inconvenience and frustration, and the moving of our fence 5 feet back. We have 4 dogs. They failed to provide any advance notice or reasonable timeline for these changes.To add further distress to the situation, the actions of this company resulted in the destruction of two of our trees. The careless approach to their work has had a lasting impact on the aesthetics and value of our property. Despite these issues, we complied with their demands and moved our belongings, anticipating the company would address the situation with professionalism and accountability.Unfortunately, after moving our possessions and completing the requested changes, the utility box covers were left in disrepair. Rather than adequately securing them, they were haphazardly closed with electrical tape, leaving them susceptible to the elements and posing serious safety risks. Given that these boxes are now exposed and pose a hazard not only to our property but also to neighborhood children. I promptly reported this matter to Bend Cable Communications Inc. in the hopes of a swift resolution.However, despite repeated attempts to communicate the urgency and severity of the situation, Bend Cable Communications Inc. has shown a complete lack of concern for our safety and the condition of their infrastructure. To date, over a year has passed since the initial incident, and the utility box covers remain in a state of disrepair. This neglect leaves us in a precarious situation, especially as school starts, further exacerbating the risks to our family and property.It is disheartening to witness such a blatant disregard for safety, property, and the expectations of responsible corporate behavior. I urge Bend Cable Communications Inc. to take immediate action to address the issues with the utility box covers, rectify the damage caused to our property, and ensure the safety of our family.In conclusion, I implore Bend Cable Communications Inc. to acknowledge the gravity of the situation and undertake the necessary steps to rectify the damage and hazards caused by their actions. A prompt response and resolution to this matter are crucial to restoring our confidence in your companys ability to uphold safety standards and act in a responsible manner.I kindly request your urgent attention to this matter and expect a response within the month of September 2023 to outline the steps your company intends to take to address our concerns and rectify the situation.Thank you for your immediate attention to this matter.

  Business Response

  Date: 09/12/2023

  Unfortunately our local technicians were not made aware of the 8/25 appointment due to an incorrect notification in our ticketing system. I apologize for the miscommunication and delay. ************** replaced the pedestal in ************* on 9/1. The pedestal in the front yard belongs to Lumen/Centurylink. 

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When first connected I received a second bill 2 weeks after paying first bill. Was told the monthly bills are prorated, so pay a month ahead of time. Service was not always reliable. There were days when internet would just be out. Also, a bill would have a due date yet be considered 30 days past due two weeks after due date. Explain that one! When we moved I called to make arrangements for disconnection and equipment return. Collections called to collect on a bill. When I called Bend Broadband to see what it was about they first told me that I had two equipment pieces and only returned one. Not true. Only had one. Then I was told it was for services for specific dates from Nov-Dec. I argue that as well, because we had service disconnected in October. After that I was told it was for the month of October. I paid and have a receipt for payment in October. And since they prorate, I should not have had a balance. Thats when they tried telling me that they do not prorate bills. What?? These people do not do good business. They lie and they cheat. Every time I refuted why and explained why this bill was wrong they gave me a different reason. They never called me, never emailed me before sending this to collections. I had no clue they were trying to bill me until the collections agency called. Now I have to try to refute this with collections!

  Business Response

  Date: 01/18/2023

  Response to file# ********.
  
  The November bill shows adjustments for the disconnection of service. There was $0 charge for equipment return as shown on the November statement. The account had a past due balance when service was disconnected. On 1/6/23 **************** called about the final bill amount. Our advisor explained what the balance was. **************** initially indicated that she would pay, but then declined to pay as the balance had been referred to a collection agency. The note indicates that **************** believed that it would not clear her credit bureau report as the damage was already done. Consumers can generally avoid a negative credit bureau report if the balance is paid within 30-days. If paid, the collection agency would update the credit bureau report. For details about how to resolve the balance and credit bureau report, **************** may contact ******************************** at **************.
  
  Thank you.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/19/2022 I accidentally sent my just set up bill pay through my bank and wasn't familiar with the process. In the mean time I have continued to pay my monthly bill of $159.35 to Bend Broadband, 8/2022 to present. I have attempted to resolve the issue for refund without success, i have contacted them on 8/19, 8/23, 8/24, 10/18, 10/19, 11/2, 12/8, 12/16 and 1/3/2023. I went to their off ice in ****, ** on 1/3/2023. I have talked to Bend Broadband and associated companies, QA and financial department, supervisors and employees without resolve. I have been told a check had been issue on 8/24/2022 and 11/2/20022 but have not received any kind of a refund. I made many, many attempted to get my refund without resolve. I would appreciate your assistance in this matter. Sincerely, *********************** I have uploaded a copy of the statement from my credit card company. This is where the $360.13 was suppose to go. A copy of Bend Broadband statement with notes. And dates, notes and phone number that I have called to get this resolved.

  Business Response

  Date: 01/18/2023

  Response to file# ********.
  
  The original refund was shipped by our vendor on 11/23/22. As this should have arrived long ago, we asked our vendor, North Lane, to reissue a new refund and expedite it. We made sure that North Lane has the account email and account phone number so that if any assistance is needed with the refund, they can better help. Should the customer need assistance, they may call North Lane at **************. I apologize for any inconvenience.
  
  Thank you.

  Customer Answer

  Date: 01/18/2023

   
  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,
  
  ***********************