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:11/03/2024

  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.

  Initially I acquired a potable modem antenna from *********** approximately four years ago. The appeal was the absence of a contractual obligation. However, it was not long before I encountered numerous issues. subsequently over the years the company provided around three or four new memory chips and three modems, all at no additional cost. Each call to RevGen the representatives informed me that they needed to upgrade my equipment to ensure proper **************** one point, we experienced a lack of service for nearly six months, yet we were still charged. Given my long-standing relationship with the company, I hesitated to discontinue the service for fear of incurring higher rates and reactivation charges.Months before I ultimately decided to terminate my service, I faced further difficulties, prompting them to send yet another modem. Although I do not recall the entire conversation, the sales representative assured me that my bill would only increase by $2, which I found acceptable as we were attempting to resolve my ongoing issues. Problems continued despite another modem, so I canceled my service. Then I saw another monthly charge $115. I was angered and called again to assure my service was cancelled bc I now was with another company. Revgen refused any refund and stated my service was cancelled. I asked if any further actions were required. During both cancellation conversations, neither associate mentioned the need to return the last modem. I had received a total of four modems, including the one I purchased, and I was never provided with instructions for their return. On previous occasions, I was advised to dispose of the old modems. Consequently, I did not perceive the last one as any different, especially since there were no explicit instructions in the final email sent indicating that it needed to be returned.they have now charged my credit card $428 for said bad equipment not returned

  

  Business Response

  Date: 11/14/2024

  Dear ********,

  Thank you for reaching out and for your loyalty to RevGen Networks over the years. We understand how frustrating it can be to encounter unexpected charges, and we apologize for any distress this has caused.

  Our records indicate that, as outlined in our terms and conditions, all equipment needs to be returned to avoid additional charges upon cancellation. We appreciate that this may have been an oversight, especially given the previous replacement experiences. Unfortunately, without the return of the modem, were unable to issue a refund for the unreturned equipment charge.

  We value your feedback and are here to help answer any additional questions you may have. Thank you again for being with us, and were here to assist you if theres anything more we can do.

  Warm regards,

  The RevGen Networks Team

• Initial Complaint

  Date:10/29/2024

  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.

  I had purchased this item thinking it was a fast speed wifi service, but I was wrong. I would just like a refund I will have the router ready to be returned.

  

  Business Response

  Date: 11/14/2024

  Dear *******,

  Thank you for reaching out, and I apologize for any inconvenience you may have experienced. We understand how important it is for our service to meet your expectations.

  After reviewing your account, I can confirm that weve received your returned equipment and have processed your refund. It should be reflected in your account shortly, if it hasnt already. If you have any further questions or need additional assistance, please dont hesitate to contact our customer support team at ************.

  Thank you for giving us a chance, and we hope we can better serve you in the future.

  Best regards,

  The RevGen Networks Team

• Initial Complaint

  Date:08/22/2023

  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 have called into this company numerous times with issues with our internet not working for two weeks!!!! My wife had a remote job where she worked from home full-time. We had complained many times the importance of our internet needing to work for zoom calls and video meetings for her work. We had issues since the day we got the router and had to work with them to get it working subpar. My wife had tons of dropped meetings due to our internet! Then one day our internet went completely down for two weeks!!!! Literally two weeks with no internet and I called in complaining every single day. This company would not call us back I had to chase them down on the phone every day for two weeks and they finally sent us a new router to correct this issue. We finally got our internet up and running and my wife lost her work from home remote job that she had for a 15 months and made $140K per year. We are a large family of 6 and need our income. No sense of urgency was every put into getting our internet back! They have all these records in their system and see it every time I call nut no changes. I complained to their manager **** but they won't let me talk to him now. We cancelled our service and went to a competitor and called in to cancel and return our router. They are supposed to email a return label but we never get it, All they do is tell us to wait and check spam, then we were told they would contact their shipping department to get us a label. I called in on 8/14 to return it and advised it was ready to ship. We are supposed to be getting credit for all the the time we lost our internet and now we have a bigger issue my wife's loss of income. They eliminated her position and they were never happy every time the internet went down and then two weeks straight was absolutely ridiculous! They won't even get us a return label in a timely manner so we can receive our credit and so they don't charge us for the router I have sitting here ready to ship. We have done nothing but right thing and they have cost us everything.

  

  Business Response

  Date: 08/08/2024

  Dear ****************,

  We appreciate your feedback and sincerely apologize for the inconvenience and distress caused by the issues with our service. We understand how important a reliable internet connection is, especially for work-from-home situations,and we deeply regret the impact this had on your family's livelihood.

  At the time of your experience, we did our best to resolve the situation by replacing the faulty router and providing ongoing support. We understand that the delay and communication challenges were frustrating and unacceptable. Please know that we have since reviewed and improved our customer service processes to prevent such situations from occurring in the future.

  To make up for the days your service was down, we extended your billing cycle by 10 days as a gesture of goodwill. Additionally, our records indicate that during the time following the replacement, you utilized over 2 TB of data, which exceeded our fair use policy and confirms that the router was functioning correctly and that you were able to fully benefit from the service. Please review the terms and conditions that you accepted.

  Regarding the return of the equipment and the credit owed,our records show that these matters have been addressed and resolved. However,if there are any outstanding concerns or if you need further assistance, we encourage you to reach out to us directly at ********************************** We are here to help and ensure that any remaining issues are promptly resolved.

  We take all customer feedback seriously and use it to improve our services and support systems. Thank you for bringing this to our attention, and we apologize once again for the inconvenience caused.

  Sincerely,
  My Wave Wireless

• Initial Complaint

  Date:02/06/2023

  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.

  Mid Jan I started having internet issues. Company tried fixing the issue, it took several days with no avail. They sent me a new modem, still issues with internet. Upload and download speeds are horrible. I had to send the old modem back for them to review a refund for no internet service, which they now have the modem. But since I am going on week 3 or 4 with not being able to use my internet I canceled my account, which they already have my Feb payment, they took from my account on the 4th. They refuse to refund any money for ***, let alone Feb. My account will remain open per their doing until 3/4 and refuse to refund any money on an internet service I cannot use. Horrible service and company. I just want reimbursed for a service I do not have.

  Customer Answer

  Date: 02/07/2023

  ***Document Attached***
  I have several tickets open with this company since the problem began. I was told by billing.they only offer a refund with the first 14 days of opening an account. She told me I have had an account since May of 2022. I advised her I just received a new modem and was totally down without internet for several days while the modem was shipped. Once the new modem arrived my speeds, per attached are causing me to be without internet due to buffering or not loading at all. I was told by advanced support she was surprised I received this specific modem since they have chronic issues with them. I have tried to work with them, as I wait with no resolution, I am paying for something I cannot use.
  See Attachment/File: 20230207_075401.jpg

  

  Business Response

  Date: 02/08/2023

  Hello,
  I apologize that you have a negative experience with us. I do see where you returned an esim router and the return was notated on your account on 10/4/22, however we have not received your C4R400 router. Once this is returned we will issue a refund for your last payment made.
  If this has already been put in the mail by you to return, our warehouse team will inspect the return and let us know once it is received. If you have not started the return process, please do so. Once this is completed I will process a refund for your service charge. Thank you
  

  Customer Answer

  Date: 02/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They received the modem on 2/6, see attached copy from ***** that it was delivered. I am not sure why they are delaying the refund. Thank you in advance for your assistance. *****
  See Attachment/File: 20230209_085335.jpg

  Customer Answer

  Date: 02/11/2023

  They have shut the internet completely off. Will they be refunding my money. Inassume they found the missing modem. I attached the tracking the other day showing it was delivered. I paid for Feb and have no internet.

  Customer Answer

  Date: 02/11/2023

  ***Document Attached***
  This I the only modem I was asked to return, which I purchased. You replaced my purchased modem which you have, with the c4r400, will I be refunded for a modem I will no longer own since you are wanting all modems back? I was told to keep the modem if I ever canceled since I bought it.
  See Attachment/File: 20230131_130556.jpg

  Customer Answer

  Date: 02/11/2023

  ***Document Attached***
  I don't see this delivery of a modem that I thought I attached in my complaint. If it is a duplicate please forgive me. This returned modem was sent back after i received the c4r400. I was never advised to send back the c4r400 until inread it in this BBB complaint. I purchased a modem, so this should be mine since this is the only one I have in my possession. However, refund me for one month unusable service and a modem and I will be happy to send it back. Thank you.
  See Attachment/File: Screenshot_20230211_204918_Chrome

  

  Business Response

  Date: 02/14/2023

  Hello,
  Our team has to inspect all returns to make sure everything is returned in the same condition that it is shipped out in, that is why there was a delay. We have received notice that the return was approved by the warehouse and your refund has been processed.
  Thank you

  Customer Answer

  Date: 02/15/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund has been received. Even though, as I was told my multiple reps at this office I would receive a partial refund for ******* since I did not have internet for 2 weeks. Hence, why they sent me another modem that did not work either. But, because I closed my account, they told me they could not refund any money for not having service to a closed account. Such a scam and dishonesty for a business.

• Initial Complaint

  Date:12/11/2022

  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.

  Every month they shut off my internet saying my card was declined but the fact is they never even charged it. They send an email saying three ways to pay it. The three ways don't even work. When I call them they say they fix it but then they charge a huge fee to reconnect you. They purposefully so this to make more money. It's absolutely disgusting and they need to be held accountable for this. I'm not the only person who complains about this.

  

  Business Response

  Date: 12/13/2022

  Hello,
  I apologize that you are having trouble with your payment method. Our reactivation fees are $25 if the matter gets taken care of within 72 hours, after that point the reactivation fee goes up to $39.99. This fee can be waived if you have not had it waived in the last year. Our billing system is automatic, and tries collecting payment twice. If the first payment is declined you have 24 hours to reach out to us, and after the second failed attempt to collect payment the subscription cancels.

• Initial Complaint

  Date:10/28/2022

  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.

  I have been an internet customer with this company for several years. Service was decent for a bit. But 3 months ago they changed equipment. Since then the service has been intermittent or nonexistent. I called to cancel but missed the renewal date by 5 days. Requested a refund as I had not been able to use the device anyway and didn't want to pay for 30 days of nothing. They declined the refund immediately saying there was no documentation of service interruptions. I have record of the number of tickets just in the last month I had opened regarding loss of services. .

  

  Business Response

  Date: 10/31/2022

  Hello,
  Looking at the account, I am unable to locate any tickets or calls made on or after your billing date of 10/22/2022. Since we are a pre-paid service, if you are not satisfied with the service being provided you would simply cancel your subscription and not pre-pay for an additional month of service. At this time the account is in a non-renewing state, however you will have access to the service until 11/22/22. Since your last billing date you have used ****gb of data usage and this will rollover tomorrow giving you an additional 300gb to use until your subscription completely cancels out.
  I apologize for any inconvenience that this may have caused.