Complaints

This profile includes complaints for Comporium's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Comporium

  330 E Black St Rock Hill, SC 29730-5377

• 

  Comporium

  208 S Alabama Ave Chesnee, SC 29323

• 

  Comporium

  190 E Main St Brevard, NC 28712-3740

• 

  Comporium

  1149 Stonecrest Blvd Ste 110 Tega Cay, SC 29708-6604

• 

  Comporium

  7756 Charlotte Hwy Ste 106 Indian Land, SC 29707-1014

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:10/06/2023

  Type:Service or Repair 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.

  ********* residents were not warned ahead of time of an Internet outage due to maintenance. Some of us work hybrid schedules and an outage negatively impacts our work. I want this to reflect in my monthly bill. I shouldn't have to pay for a service when it isn't provided.

  Business Response

  Date: 10/25/2023

  We are extremely sorry to hear about this and apologize for any inconvenience.  We do have a very clear policy and plan to reach out to any customers affected by a service outage or service maintenance, but it does not appear that a recent outage at your location was part of a planned outage, which would explain why you were not notified.  As a courtesy, we have issued you a 7-day credit for your inconvenience.  Please let us know if you have any other questions or issues with your service.  Thank you for your patronage.  You are much appreciated!  

  Customer Answer

  Date: 10/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/19/2023

  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.

  The speed of my internet service is not what is advertised. The internet is unusable for days at a time due to slow speeds.

  Business Response

  Date: 09/22/2023

  We are very sorry to hear that you are experiencing issues with your Internet service.  Unfortunately, your recent trouble ticket history doesn't point to any one particular issue.  We've been out to your residence a number of times.  On a few occasions, we have replaced equipment to try to resolve the issue, on other occasions we have not been able to identify an issue, or you have not been at home and/or the technician could not get access to your residence.  Rather than attempting to identify an issue and a permanent solution via this format (which is not available), we strongly encourage you to work with our Technical Support team to resolve any ongoing issues you are experiencing.  We are committed to addressing any issues within our control and to the best of our ability.  If you have any questions or would like to reach out to us further, please contact us at **************.

• Initial Complaint

  Date:05/04/2023

  Type:Delivery 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.

  Ordered fiber internet service. They were scheduled between 1-5 pm they should up with no call at 9AM. During install they unloaded a tractor and drove it across my wet lawn leaving well over 200 feet of trenches. Once they dug what they needed to they drove the tractor across my neighbors lawn causing over 100 feet of trenches on his property. I have contacted Comporium directly pertaining to this issue 3 times twice via phone and once via online chat. No one has returned any contact. The worst experience ever

  Business Response

  Date: 05/15/2023

  We apologize for any inconvenience you experienced during your interaction with Comporium.  Since placing your complaint with the BBB, a supervisor has reached out to you to discuss the issue and apologize.  He offered to come back out and repair the tracks made in the yard, but you declined.  Should you have any further questions or issues, the supervisor has provided you with his contact number and requested that you contact him.  Thank you.

   

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair 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 received an updated debit card in December 2022. The numbers stayed the same and the expiration date and three number code changed. I pay all of my bills with debit from the card. The card is also on file with Amazon and PayPal. I didn't change the date and number with any local business. Comporium didn't let me know there was a problem even though they claimed to have sent a letter. I read my mail and would have been aware there was a problem if they had actually sent a letter. Instead they cut off my phone and internet. I paid the double bill and thought the problem was solved. They charged me a $35 reactivation fee. The problem wasn't solved and they charged me a second $35 reactivation fee but didn't cut off my service. Somehow they figured out the date and three number code and now they are charging my debit card as before. I always pay my bills on time and I have been a customer as long as they have owned the **********************. This is horrible customer service and I want the $70 refunded.

  Business Response

  Date: 05/04/2023

  Comporium has issued you a $70 credit.  Comporium is not automatically notified when a customer's credit card data changes, and the customer is responsible for notifying the ********************** of such changes.  When a monthly balance is not paid in full, Comporium prints a notice on the front page of the customer's billint statement informing them of the past due balance and pertinent dates subject to disconnection.  We do understand that things happen, so we have issued you the credit requested and hope this resolves the issue for you.  Thank you!

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 1/23/23 I physically went in to the Rock Hill location and turned in my internet equipment with ***********************. I received a return receipt. I was told that I would receive a final bill. We had the *** discount on our account, so our bills were always $33.69. I received bill dated 02/08/23 for $117.69, so I called Comporium and complained and they told me I had to physically go into the branch because they're the only ones who handle *** discounts. I went into the branch and S/W the girl who sits next to ***** and was told to disregard this bill as it's not the final bill. She removed me from autopay and again told me that my next bill generated on 03/08/23 would be the correct final bill. **** dated 03/08/23 was for $187.15, so I called Comporium on 03/16/23 and S/W a woman who told me that there was no record I had ever turned in the equipment. I told her that I had the return receipt from ***** which states I had, so she said she would email a manager to have them check the warehouse. She told me that she would call me in a few days once it had been found. I never heard from Comporium so I called them on 03/29/23 and S/W ****** After chatting with the girl I S/W on 03/16/23, she said that their records state that I turned in the equipment "today" (03/29/23). Not possible, so she put me on hold and then came back saying they did find that I turned it in on 01/23/23. ***** told me that my final bill will be 04/08/23, but I need to go back into the office as they're the only ones who can help with the *** discount. ***** said my last date of service is showing as 03/16/23, so I also need to have the office correct that as well. On 03/30/23 I went into the ** office and S/W ******** She involved Manager ******************* who corrected things and said that we overpaid 5 days and would receive a refund of $5.60 via mailed paper check in about 2 months. I just received bill dated 04/08/23 and it's for $146.12. I left a voicemail and email for *******************.

  Business Response

  Date: 04/12/2023

  The customer spoke with ****, one of our store managers on 3/30/23.  **** issued credit for the cost of the equipment and advised the customer that the credit would reflect on her May 8th billing statement.  The custoimer will then receive a final billing statement on June 8th reflecting that a refund check has been mailed to her and she should expect to receive the refund within 10 business days to the address on record.  The customer does not owe anything on this account, and we apologize for any confusion.  

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:
  Thank you for your response.  I cannot accept this response favorably until my June bill is generated and shows that the account is closed and we are owed the refund we were told.  I have been told different things by each representative Ive spoken with about this issue.  That includes the store manager not telling me the extent of information youve provided in your initial reply.  I will update this accordingly in a month when that bill is generated.

• Initial Complaint

  Date:03/30/2023

  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.

  My wife, ****************, took check #*** made out to Comporium for our monthly bill of $81.81 into Comporiums office around Feb 9, 2023 and paid them. The bank, ***** Fargo, cashed the check for Comporium and debited our checking account. Comporium will not recognize that we paid the bill because the money is not in their accounting system. We have complied with their request to go to our ban about it. **************** says they paid the money. Their banker was on speaker-phone with us and Comporium; but Comporium would not credit our $81:81. They say it is our responsibility. We say that it became Comporiums responsibility when they accepted our check in their office.All we want is for Comporium to credit our account foe the $81.81.

  Business Response

  Date: 04/10/2023

  We have completed a thorough review of our records, and the check in question was not deposited by Comporium and Comporium did not receive the funds.  We have reached out to ***** Fargo and the research team at ***** Fargo was unable to locate any additional information surrounding the check, at least for us at that time.  We have also spoken to Mr. and Mrs. ***** since placing the complaint with the BBB to discuss our findings and have requested that they open up a check fraud dispute/claim with their bank.  The customer's account has been notated of the pending issue and claim, and we are waiting to hear back from the customer as to whether they were able to retrieve the funds from the bank.  Once we hear back from the customer, we will update the customer's ********************** account as needed.  We are committed to working with the customer to find out what happened, and we will work with the customer in any way we can.  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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 contacted Comporium for new service install/Internet only. When the rep came to my home, he advised me that my internet modem should go into the front bedroom. We leaned heavily on his knowledge and agreed. He advised that if we did not like the location, we could always call Comporium and someone would come out and switch it. A few days after, we realized that having the modem in the front bedroom was not a good idea as that was our young daughter's room and it *** pose a safety issue. So I reached out to Comporium via email and requested to have it switched. The representative (*********************************) responded that someone would be able to come out. At no point did she advise that it would cost $40 for this visit (we thought as a new install, just moving the line from 1 room to another was a part of the initial install). When I received my first bill, $40 was added. I reached out to Comporium on Jan 16th and was advised that a supervisor would call me - NO ONE CALLED. Then on ************************* reached out to me and said that she advised me of the $40 charge (she forwarded an email; however, I believe that *** have been edited as I have the original email string and she did not communicate the $40 charge to me at all - if she had, I would have inquired on how to move the line myself; which I asked the tech on how to do when he returned to our home the 2nd time). I am EXTREMELY upset that I was not informed of this charge and believe I should not have to pay this additional $40. I also believe that representatives should CLEARLY communicate to customers on charges up front - which ******** failed to do.

  Business Response

  Date: 01/19/2023

  Comporium has issued a credit of $40.00 to your account.  ********************' supervisor did verify that ******************** she you an email on 12/30/22 at 8:51 am informing you of the charge.  However, the representative normally informs the customer of this charge initially when scheduling the appointment and not after the fact.  We apologize for the confusion and appreciate you bringing this to our attention.

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/14/2022

  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 December 9th 2022 I got a charge fee or reconnection, my bill was pay on time and never been disconnect so is no way to charge a reconnection fee if never lost the service.This Company is a monopolio and they are rich because the excessive charges and fake fees.

  Business Response

  Date: 12/19/2022

  Comporium has reviewed your complaint and researched your interaction with the company regarding the reconnection fee charged for your Internet service.  We have waived the reconnection fee as a courtesy and applied a credit to your Internet account which will be reflected on your next billing statement.  Please be advised that while reviewing your interaction with the company, we became aware of several instances in which you used abusive and/or derogatory language towards Comporium employees.  Comporium's policy does not allow this type of behavior, and we ask that you refrain from using such language when interacting with employees of the company in the future.  Thank you.

• Initial Complaint

  Date:12/02/2022

  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.

  Installation 3/15/2022. At that time $10 each month for three month. Spoke to customer service 11/1/2022 and ******* 12/01/2022 I told her installer advise to call for regular continuous discounts. She said no only every 6 months. Im told something different every time I call. She said installers dont handle that. I want my $10 per month discount as promised. I am frustrated and need assistance. My account ********.

  Business Response

  Date: 12/07/2022

  We sincerely apologize for any miscommunication, but Comporium's promotional offerings typically provide a discount off of the standard price of service for a specified amount of time.  Promotional discounts are not offered on a continual basis, and in the case of your discount, the promotional offering was for three months only.  Comporium's promotional offerings, including the terms and lengths of those offerings, are competitive with other broadband service providers who do not typically provide continuous discounts either.  If you have any further questions about your account, please contact Comporium at **************.  Thank you.  

• Initial Complaint

  Date:07/05/2022

  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.

  Comporium communications in brevard ** charges ** for 600 megabytes per second internet download speed but the existing cable line they providecan't carry that amount of data. We got only 60 mbps. So we have been paying waaaY too much for inadequate service. We learned today that Comporium will only replace the inadequate cable line if there's a request for a service call. Otherwise customers like us just assume it's just a bad company with a monopoly on cable internet service. Seems like they are cheating their customers by providing only 10% of what they pay for.

  Business Response

  Date: 07/21/2022

  A Comporium technician located and replaced a bad line at the customer's home on July 1st.  The technician confirmed that the customer was receiving the correct speeds when he left.  We continue to monitor the customer's service, but do not see any issues on our end. Prior to this, Comporium has record of three trouble tickets opened for the customer.  The first ticket reports that the customer's service was working when the technician got there and we helped her connect her Roku to the internet. The second and third tickets were when she called tech support to have her modem bridged.  The recent issue seems to be a moment in time and not a continuing event.  We apologize that the customer has experienced any inconvenience with her service and appreciate the opportunity to correct the most recent issue.  If she has any further issues or concerns, she can reach Comporium Tech Support at **************.