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:01/02/2025

  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.

  Called to notify them we would be discontinuing service after terrible speeds and lack of equipment updates in out area. Received subsequent bill via email. Emailed to let them know our service was no longer and their equipment had been unplugged since date of phone call. Received another bill today including 2 months of service we never used (we switched to Starlink) and late charges, even after notifying by phone AND WRITRWN EMAIL that our service was being cancelled.

  Business Response

  Date: 01/17/2025

  Our cancellation policy which has been the same for 20+ years is listed in many areas including to but not limited to: all invoices, all statements, cancellation reply via email, and our User Agreement Policy/Contract Services Agreement.  The notice on all invoices and statements: "*Cancellations MUST be written & effective END of month/rate*"  The User Agreement Policy states: "WesTex Connect will provide you with a monthly service that begins the first day service is activated and automatically renewed on the same terms and conditions contained herein… Cancellations - Thirty (30) days notice is required on ALL cancellations and must be made in writing (either mailed, dropped by, or by email) stating desired termination of services. All cancellations made after the first of the month will be subject to a full month's charge."  Customer's Service Contract which they signed states: "Customer agrees to the following terms of this Contract as well
  as those listed on additional pages of this Contract and with the User’s Policy...Customer understands that the monthly charges do not cease until ALL equipment has been received by WESTEX CONNECT in good working condition AND
  this Service Contract’s terms have been fulfilled, even if the Service was deactivated."  Customer contacted us via phone on 11/1/24 to cancel service.  He was advised of our cancellation policy and the submission of his request in writing to protect all parties involved and to trigger the system to start processing the cancellation.  Customer told our CSR that they "could do whatever, he would just quit paying."  Customer said he had called to cancel and that was all he was doing and continued yelling at CSR until she told him to "have a great day" and hung up.  Since Customer did not follow the cancellation policy, his account was not worked for cancellation and service remained activated.  This account was then worked as normal process for DC and collections since he was past due.  On 12/26/24, this equipment was picked up and he was billed for his past due on 12/27/24. Per all information above, this account is still owed as cancellation policies were not followed as stated and told over the phone.  We also never received an email regarding this from customer (an extensive review on our servers).  If customer can provide where he sent a cancellation request in via email within the time period of cancellation, we would be happy to reevaluate this.

  Business Response

  Date: 01/23/2025

  Customer's rejection clearly reiterates his intention to fail to follow policies and procedures put in place for cancellations.  Before responding to the original complaint, we scanned our mail servers for any emails during this time frame up to that time and had not received any.  He states he emailed us but in the reply states he couldn't send anything because he was disconnected.  Clearly not by us, that was his own doing. He also said he had a new service.  Plus, we offer all our customers in writing options via email, mail, or fax.  It is clearly the fact that they refused to follow it.  Either way the month in which he cancelled would still be owed per cancellation policies had they been followed.  He has received these bills because the balance is owed.  We do not monitor a system for non-use and just disconnect assuming they are no longer using it (every customer's use/needs is different), hence the cancellation request in writing. Since this previous customer would like to alert consumers, we feel it is pertinent to note they had been a customer since March 2010 (almost 15 years), we had done equipment swaps free of charge to upgrade user's equipment; the last reported issue on this account was June 2022 when we had a tower down and had a crew repairing it; the other issue (which customer mentioned of an employee) was in July 2021 when customer tried to move the dish without notifying us due to a new roof, would not let us mount back in the original place, and told us we didn't need to tune it just "ping it" although the signal was not where it needed to be and there were trees in the way. There are very detailed notes on this customer so I assure them the discernment of left from right is not an issue and the drama usually arose from the customer's end.

  Customer Answer

  Date: 01/24/2025

  
  Complaint: 22748024
  
  I am rejecting this response because the fact you have such "detailed notes on this customer" clearly shows there is a problem.  Many CSRs we have spoken to over the years have even confirmed the issues we have had. And there have been no equipment upgrades, in face the last time the engineer was at our house after the incident with Randall (where all of your detailed noted came from because than man was a blithering idiot, confirmed to us by your own CSR and engineer), he said we were scheduled for the next year or so, but due to the low number of people who used this service in this area, it wasn't even looking good that was even on target.  Any time it rained or the wind blew, we had zero internet.  The fact that you had a policy "in place for 20 years" honestly just shows how outdated and archaic your practices are. Does it REALLY take you guys 30 days to terminate service? If so, you are even slower than we originally thought. We always had an issue with you, and anytime we would call, we would immediately be met with attitude, I'm sure from all your "extensive notes." You have been unprofessional and have not delivered the service you have billed us for, so you will not be getting paid, and I strongly caution anyone else using this service to be ready for unending DRAMA for any issues or help you may need because they are always the smartest in the room, no matter how wrong they are - just ask them, they have told us many times!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/17/2024

  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.

  My contract with this company ended April 30th, 2024. My daughter, who lives in Colorado, needed my help because she needed surgery, so I have been In Colorado for three weeks. My daughter in law and grandson, who live near me in Texas, were at my home twice daily to feed and take care of my cats. They told me my service had been disconnected. I did not receive a bill from West Tex Connect for the month of April. I paid for service a month in advance and I planned on changing internet providers for May of 2024, so I was not worried about them disconnecting my service I returned after being gone for three weeks and my service was disconnected. I received a bill charging me for two months even though my contract ended the last part of April., and I prepaid for April . They say I need to pay for two months and give them a letter of intent to quit which was not disclosed to me earlier I am 83 years old and living on social security In my opinion, I do not owe them money,

  Business Response

  Date: 05/27/2024

  Customer's initial service contract was through April 30, 2024.  In all of the twenty-five years we have been doing business, we never disconnect a customer without either a cancellation request in writing or if they are past due and have received notices from us.  The company's service contract switches to a monthly service once the original term is complete unless a customer wishes to go into another agreement with different rates.  We are very sorry that the customer had to be out of town, is dealing with some personal issues, and was misinformed about their service from a relative.  However, customer's services were not terminated at the end of April.  No one bothered to contact our office regarding such occurrence either.  Our records indicate there was still activity on customer's equipment in May 2024 thus owing for May 2024.  Customer's statement for April 2024 was mailed March 21, 2024, and payment has yet to be received making it past due.  May's statement was mailed April 22, 2024, and has yet to be paid making it past due, too.  It is clearly stated on customer's invoices that all cancellations must be made in writing.  The cancellation in writing was not received until today, May 27, 2024.  Therefore, cancellation will be worked per our policy as of May 31, 2024.  Additionally, per the contract customer agreed to "I understand that WesTex Connect will not be liable for any loss that may be encountered by myself or my agents regardless of cause...as an account holder I assume responsibility for charges resulting from the use/misuse of my account and am liable for charges resulting from any use of this account..."  And further down in the contract it states, "Customer understands that the monthly charges do not cease until ALL equipment has been received by WesTex Connect in good working condition..."  Now that we have received written cancellation notice, we will work cancellation and send someone to obtain our equipment from customer's residence.  The current past due balance for customer through May 2024 is $226.28 assuming the equipment will be returned in workable condition as it was when last hooked up to customer's residence in a timely manner.  Per policy and contract, late fees and any applicable interest charges and/or collection fees will be applied to this balance if it not resolved by time of cancellation.

• Initial Complaint

  Date:02/03/2023

  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.

  I had Westx Connect service installed on 1-9-23. I am being billed from 1-1-23 instead of 1-9-23. I received a bill for two months from 1-1-23 to 3-1-23 at $52.01 per month coming to a total of $104.02. The bill should be from 1-9-23 to 3-9-23 instead of 1-1-23 to 3-1-23. I am being overcharged for 8 days which comes to an overcharge of $13.44. $52.01/ 31 days = $1.68 per day times 8 days = $13.44. The billing person refused to give me the refund. When I signed up the salesperson never told me I would be billed as if my service started on the 1st. I respectfully request a refund of $13.44 or bill me from the 9th to the 9th. In other words they are refusing to prorate the bill Sincerely, ****** L. ******* *** E. ****** St., ********, TX 79553 -*********** ************************

  Business Response

  Date: 02/20/2023

  As was explained to customer and on service contract in which customer signed, services are billed monthly.  The service is not prorated for any part of the month.  Customer's contract clearly showed what amount would be owed monthly.  However, since this is a termed contract and it is billed monthly, the term was set to end 12/31 versus the 1/31 since customer was installed on 1/9, and cancellations are effective the end of the month.  So the contract term has been shortened accordingly.  WTC gave customer extra costly benefits that amounted over $250 at no charge.  Customer was also offered to void contract and uninstall and declined. WTC feels we have gone above and beyond for this customer, and since contract was presented and the term adjusted accordingly and other benefits given, it will stay as is.

• Initial Complaint

  Date:09/06/2022

  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.

  I contacted westex connect to cancel my internet connection. After calling I had to email ad they needed something in writing. Upon my request to cancel my connection I asked to be refunded for the rest of the month that I would not be using their internet. I was informed that they don't do that. That they bill for the whole month. They said it was in a contract that I signed. I have informed them that I do not have this contract anymore as they had to have all paper work back and got no copies. I have been with them for 4 years. And then there is a cancelation fee. I feel like having them cancel my internet now that it is theft to charge me for a whole month when I will not be using their internet for over half the month. When I got with them for their internet connection they were the only ones at the time that would go out to where I live. Which is not the case now. I think if I have to pay for the rest of the month I should not have a cancelation fee. Now if I did use it for the rest of the month that would be a different story.

  Business Response

  Date: 09/14/2022

  The cancellation policy has been the same for 20+ years.  This policy is listed in many areas including to but not limited to: all invoices, all statements, cancellation reply via email, and our User Agreement Policy online.  The notice on all invoices and statements: "*Cancellations MUST be written & effective END of month/rate*"  The User Agreement Policy online states: "WesTex Connect will provide you with a monthly service that begins the first day service is activated and automatically renewed on the same terms and conditions contained herein… Cancellations - Thirty (30) days notice is required on ALL cancellations and must be made in writing (either mailed, dropped by, or by email) stating desired termination of services. All cancellations made after the first of the month will be subject to a full month's charge."  Customer's Service Contract which they signed states: "Customer agrees to the following terms of this Contract as well as those listed on additional pages of this Contract and with the User’s Policy listed on www.wtconnect.com and is binding between WESTEX CONNECT and Customer....Customer understands that the monthly charges do not cease until ALL equipment has been received by WESTEX CONNECT in good working condition AND this Service Contract’s terms have been fulfilled, even if the Service was deactivated."  Customer has had access to these notifications at all times since being a customer.  Customer also had online portal access with copies of all invoices where it clearly stated the above.  Customer also had access to our website online with the User Agreement Policy.  Notes show that customer was mailed a complete signed copy of the service agreement along with receipt of payment within four days after install was processed.  Customer also could have contacted us via phone in advance for our cancellation policy if unclear, could not find copy of contract, or had any questions. Customer still has complete access to their service through end of the month in which they cancelled.  Their election whether to use or not use is entirely up to them.  Per our policy, cancellation on our end will be effective end of month in which cancelled. As long as their equipment is returned (per above and cancellation reply email sent), there are no additional fees owed on this account so not sure about the "cancellation fee" comment but one is not currently owed on this account as it was in a month-to-month status.