ComplaintsforBluepeak

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In the first part of June they changed from cable TV to internet TV. There have been continuing problems ever since. My TV will not turn off correctly. The tech spent 2 1/2 hours changing settings and then both the TV and sound bar did not work. He said he did not know what to do and left. Another tech came out and looked around and said it was a TV problem and he did not know what to do. Again left with nothing working correctly. I had to call in a third party to get the sound bar and TV working. They were unable to get the TV to turn off correctly. It is still that way. There has also be numerous outages of the TV. They have no one to talk to before 8am or after 5pm. Then all you get is a call back that they are working on the problem. I have had the service for a lot of years and the quality has gone down badly.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had Internet service with bluepeak for a little over 2 years. I cancelled my service for June 11th, when I was moving out. A few days before the move I realized I could not disconnect the modem from the coaxial cable. I called bluepeak several times over the next few days and the employees I spoke to on the phone had no idea what to do about it Finally, on my last day with access to the apartment, June 12th, I called again and said "look I'm out of the apartment in two hours, I need a solution now, can I cut the cable?" I was told by the bluepeak employee not to cut the cable because I would be charged for that. He told me to leave it there and bluepeak would handle it. Later that day I tried to return the other equipment besides the modem. I was told it was my responsibility to get the modem even though one of their employees previously told me it wasn't. They gave me a run around twice and refused any of the solutions I offered. They basically said the employee over the phone doesn't count because their call center is in Sioux falls and not rapid city so despite my multiple attempts to find a solution for this, and despite the fact that I followed their directions, I have to pay an undisclosed amount for the modem. I want the modem charge removed from my account.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They hired a subcontractor to run some optic wire and they board threw my sewer line and all the sewer backed up in my home and it has been 5 months and I can not get anyone to call me back they sent a adjuster out to my home and she took notes and pictures but has not called or emailed my back, my floors are smelling, I need help I have been patient, but I am not waiting any more

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *******k started their Fiber Optic installations in the Bartlesville area starting in the summer of 2022. They had to dig up many yards in the city to do their installations. Their website and agreement with the **** ** ************ claimed that they would “restore all yards to pre-installation or better” condition. They dug up my yard in late summer of 2022. They never performed any restoration. Then they came and dug again in late summer of last year, 2023. They dug up 10 separate areas in my yard. They had Heavy Equipment sitting on the lawn for days. They dug up the ground and simply pulled out rocks and have left them on my lawn. Despite repeated complaints to *******k on their website - where the answer always is “We have referred your complaint to that local manager” - my lawn has not been restored. In fact, *******k has caused SIGNIFICANT DAMAGE to my lawn, now leaving completely dead areas where there is no grass or vegetation and have taken my original lawn soil and replaced it will stone they dug up in their activities. I have contacted the **** ** ************ Manager who has only told me that *******k committed to the **** ** ************ that all lawns would be restored. I am now looking for *******k to come IMMEDIATELY, remove the stony areas and replace with good top soil and SEED the areas they destroyed with suitable grass. Alternately, they can send me a check for $5,000 as that is what is likely to cost to get this done by any Lawn Contractor. It is absolutely ridiculous that a business like *******k is given rights to lawns of private Citizens for their commercial activities and then leave homeowners like me with damage and huge expenses. I am considering a Lawsuit if this is not resolved by this summer. I HAVE PHOTGRAPHIC AND VIDEO EVIDENCE OF ALL THE DAMAGE - something that will be easy to show and prove in *****. I am sharing ONE of some 30-40 photos and videos I have.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Working from home solely internet is important and a day loss of internet due to issues on provider we lose pay $100 or more a day they only credit you $2 for loss

  Business response

  10/12/2023

  We recently experienced an outage related to a 3rd party cutting our fiber network in the Lawton, OK Market. A $10 credit is being issued for all affected customers, and all repair work has been completed. We will reach out to this customer to determine if further action needs to be taken.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bluepeak placed a green junction box in my backyard end of April or 1st part of May. It is right in front of my ********* head in the corner of my property. I had to have ****** ********* move it and repair the damage they caused. ****** ********* had to replace a head, straighten another and move a ********* head. I have a ticket number 162690 as of 6/12/23. I have contacted them by email with pictures and invoice ****** ** *************************** I have called ************** 6/12/23, 7/6/23 (****** in Rapid City said they would send a check in probably a week), 7/18/23 (now it is a HIGH PRIORITY), 7/20/23 (woman called from ************ and wanted to know if my ********* was RESTORED - I said yes because I paid my ****** bill myself), 8/4/23 (they will call in 24-48 hours and that the check was mailed 7/15/23 and they will call back Tuesday - never happened), 8/9/23 (said they left a v-mail - no v-mail), 8/10,23 (called from MN number about not receiving check to verify address, phone, etc), 8/30/23 (a manager is not available and will call in 24 hours). I want Bluepeak to pay me the $123.27 they owe me for damaging my ********* system.

  Business response

  09/15/2023

  Bluepeak delivered the requested repair refund to the homeowner as requested on 9/8/2023

  Customer response

  09/27/2023

  I got a check from ***** to pay for the Bluepeak damage to my ********* system. Not sure who ***** is... but I cashed the check Friday and it's in my bank for $123.74 or whatever it was from ****** *********. I had already paid ****** *********. As far as I'm concerned, case closed.

  
  

  Thanks.

  
  

  ***** *******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** *** Bluepeak internet, customer service/customer care and retention clearly does not want your business. At the time service was initiated we were told by the salesman that we would have a locked in price of $***** a month for lifetime. They've since increased our price by $***** a month with no notice, email, paper bill or any other type of communication. When attempting to resolve with representative I was told that they would not lower the price. Contract is subject to change. Representative was not willing to work with us and made no apologize or attempt to resolve our issue.

  Business response

  06/05/2023

  To Whom it may concern:

  The account was previously enrolled in our Autopay and Paperless Billing Discount program, which results in a $** monthly credit. On March 15th 2023 a payment was returned as NSF. NSF Payments automatically suspend Autopay enrollment, so we attempted to call the customer on March 15th to communicate the necessary action that needed to be taken to rectify the NSF payment. Additionally we notified the customer via email on April 11th, 2023 of the pending removal of the previously referenced discount.

   

  We did not hear back within the 7 Day deadline provided within the email notification, so the discount was removed once the customer was no longer enrolled in our Autopay Program.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bluepeak (formerly known as **** *********) damaged my sprinkler system in the fall when installing new infrastructure. I had to stop watering my newly planted lawn as a result. They still have not repaired it. I have called repeatedly and have a claim number, but every time I call all they do is assure me that "the matter has been escalated and someone will be in contact with me within 24-72 hours. It has been almost a month since I received my claim number. No one has ever called. Ever. I need to water my newly planted lawn, and thanks to them I need to replant a large portion of it. I can't until it is fixed.

  Business response

  05/09/2023

  We have received the invoice for reimbursement and will have this sent to the homeowner by May 12th, 2023.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cable TV problem. I Contacted Bluepeak service and was told that there is nothing they could do. TV show freezes up and on the screen is a message reading "This channel is not authorized. Contact your provider, codeV58". This is an intermittent problem, but is happening more often now. Usually right at the end of a movie.I am paying them over $****** a month for their service, toke me 30+ minutes waiting on the phone to talk to a service rep. today and got blew off. I am not happy with the service I am getting from them. Rod

  Business response

  03/17/2023

  Good Afternoon Mr. ******,

  We have reviewed the complaint and our research indicates that we performed an on-site visit on 03/09/23 to address any channel issues. Notes from our technician indicate that diagnostic and remediation efforts were successful, so if further follow up is needed please contact me directly at **********. 

  Ryan ******

  Director of Customer Experience

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was informed in December that I was being charged too much for internet service, and the amount that I was paying extra was credited back to the account. The amount credited was more than the monthly payment for January so the representative informed me that I would not have a bill to pay in January, and that the new monthly payment would be approximately $**. On January 4th, Bluepeak withdrew $****** from my checking account without my permission. After discovering the error, I contacted Bluepeak and they informed me that a refund would take 5-7 business days. After that time had expired, I still had not received the funds back into my account. I called them again today and they informed me that it would be another 2-3 weeks. This is unacceptable, and they were unwilling to offer any other solutions.

  Business response

  02/21/2023

  The payment in question was returned on 2/15/2023 in the amount of $******. The current balance owed is $*****.

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