ComplaintsforRural Connect LLC

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We signed up for internet thru this company. The entire time we have had this company we have had major outages and issues. I have spent hours on the phone with them complaining and trying to get someone to fix the issue. Not once have i ever gotten a credit for my time and the amount o time we were without internet. We have had multiple techs at our house. One even told us we there was nothing else he could do, but for us to cut all of our trees down so we could get a better signal. The last time we had someone out, they had to send a "supervisor guy" along with a regular tech. They supposedly had it fixed and as soon as he got to the end of the driveway it fell off again. He had to come back up to the house and work another hour or so. The tech then told us that the company is losing all of its customers because the fiber internet company is almost out in our area. He said it will be much better, because they have the latest up to date equipment. That Rural connect was not even trying to upgrade their equipment because they were losing money, and were just trying to keep the money they had coming in. Now we have the new fiber lines and the internet works great!(We didn't even have to cut any trees down) Rural connect is saying we owe $250 for terminating the contract early. I don't see that we had a contract if they couldn't hold up to their end of the contract! I can pull my camera records(my cameras on my security system does not work without internet, therefore putting our property in danger when it was out.) and call logs on all the times we have been without internet. Like I said I spent every weekend for 2 solid months on the phone with these people because every Friday night it would go out. Their response... the tower is down, miraculously the tower came back up on Mondays after everybody came back to the office. I want them to drop this $250 and leave us alone! They have caused too many headaches already.

  Customer response

  02/06/2024

  A certified letter has been sent to this company and I have added it to this complaint. Thanks

  Business response

  02/12/2024

  I have spoken to my technical support staff here at our office and from what we show this customer was receiving the package he was paying for. Our service is a wireless service so of course just like cellular signal, the service can drop out occasionally. The customer had claims that they had "data collectors" proving that they weren't getting their service but none of the techs have ever heard about such a device. Since our towers are effected by the weather and other reasons we have included that in our agreement, which I have included a signed copy of this customers showing that their claims are covered under (c) of Other Terms.

  I also find it odd that this customer is a RETURNING customer previously under the Wife's name and they still returned to us. We are far from perfect but as you can see we were diligent about answering their calls and getting them handled in a very timely manner. 

  This is not a personal issue with anyone we have business with but it seems this customer is just out to slander our company name in hopes that we will not send the account to collections. 

  Customer response

  02/13/2024

   
  Complaint: 21231076
  
  I am rejecting this response because:

  Representative is stating "Dropped occasionally"???? Non Stop every weekend is not occasionally. 

  If your techs state they don't know what data collectors, where in the world do you think we got the idea from???

  On the returning customer aspect, that REALLY has no bearing on this. We came back to this company, because they had supposedly been bought out, and had restructured the company to make it better. We now know that was a lie, they just changed the name, and continued to carry on as they were. The idea of slandering your business, we haven't and don't have to do that, you have done that just fine on your own.

  I will still hold on to the equipment until I received a zero balance letter. 

  I am done with the terrible service and their customer service. Leave me alone, and I would like to receive a dispute form. 
  
  Sincerely,
  
  ***************************

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