ComplaintsforKP Evolutions LLC
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Complaint Details
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Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They had been experiencing issues with connections, and had some changes within, we were affected by an outage for about 2 weeks and upon calling them to see if we could get a refund for the time we didn't have internet or have our payment deferred for the amount of days we were out, they said they couldn't do that. This was strike 1. They finally got notice to us after several emails(that they were unresponsive to) that they were having issues and they were changing something within(not sure what exactly, but it was a big change apparently) to fix the problems. They told us they couldn't give us the package we paid for but they could offer us about 4 other HIGHER PRICED packages with the same speeds. We were about fed up at this point, this was strike 2. Strike 3 - We decided to cancel the plan and figure out something else, so we contacted them by phone (which took a couple days of calling) and they put in our cancellation notice. This was the week of February 20th(I forget the exact day). Come March 1st, they take out their payment of over $150 which was totally unexpected as we had plans for that money that we thought we would have because we cancelled.. That money was to be my gas money to go to work. I had to borrow money to have gas for work. As soon as we noticed it came out of the bank we contacted them that day and they said they're sorry we'll issue a refund. Last week(week of ****) I called them and they said they had to get approval from their budgeting department to issue a refund. Here it is **** and I haven't heard a word from them and still haven't received my money back. Their billing departments incompetence is not my problem, we were on time customers for almost 2 years, and this is how we have been treated. They're extremely over priced and their customer service is TERRIBLE. I now pay 1/3 of the cost for literally 5 times the speed. (KP - $150/Month for 3x3mbps - New company(Not saying for privacy) - $55/month for 15x15mbps) Ridiculous.Business response
04/09/2022
******,
Please accept our sincere apology for your recent negative experience. We understand your decision to leave KP Evolutions and are sorry to see you go. Further, we apologize for the confusion over the billing cycle and due dates. However, we are happy that we could resolve this concern, discovering the payment in question on February 28th was for service in February. In addition, we have issued a refund for the outage period you experienced, and we waved the standard 30-day cancellation notice. Finally, we will not be processing a payment for March. We hope this satisfies all your concerns. We want to apologize again for the gap in your services and thank you for being a valued and loyal customer to us for so long.Customer response
04/11/2022
Complaint: 16934746
I am rejecting this response because:The lack of communication here is unreal. After multiple phone calls and emails about the payment on the 28th why couldn't ANY of the people spoken/communicated with say that the payment on the 28th of February was for the month of February? That would have cleared everything up and we wouldn't have pursued anything further. My wife and I both were promised multiple times over the phone and via email that they would refund the payment on the 28th of $150. I will not be satisfied until their promise is upheld. It's not about the money at this point, it's the point of upholding standards of business and fulfilling what we were promised on multiple occasions and recorded phone lines and saved emails.
Sincerely,
***************************Initial Complaint
02/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have not had internet service for the past five days and it seems like KP evolution cannot solve the issue. KP evolutions require me to pay for March even though I am cancelling the service in February. We are not in a contractional agreement and I was only made aware of this now that I want to cancel. Since KP evolutions cannot restore the service with the internet carrier, I do not believe that it is good business to charge me. This cancelation policy seems an unfair practice. One other issue alarming me is that KP evolutions is this: “In light of the outage you are experiencing, a 10% discount will be applied for 10 months resulting in discounted monthly rate of $143.10 before tax. The Pink Plan works well with T-Mobile.” I am now directly dealing with T-Mobile and get the service for $55.00 before tax. Is this a fair mark-up? I would like to tell all KP customers they are being overcharged.Business response
03/08/2022
R*****,
Please accept our sincere apology for your recent negative experience. We understand your decision to leave KP Evolutions and are sorry to see you go. We understand that you have been in communication with our Billing Department this past week. We are happy that they were able to resolve this concern for you by issuing both a credit for the outage period you experienced and wave the normal 30 cancellation notice we require. We would like to apologize again for the gap in your services, and thank you for being a valued customer and being loyal to us for so long.Business response
03/08/2022
R*****,
Please accept our sincere apology for your recent negative experience. We understand your decision to leave KP Evolutions and are sorry to see you go. We understand that you have been in communication with our Billing Department this past week. We are happy that they were able to resolve this concern for you by issuing both a credit for the outage period you experienced and wave the normal 30 cancellation notice we require. We would like to apologize again for the gap in your services, and thank you for being a valued customer and being loyal to us for so long.Customer response
03/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.
Sincerely,
R***** C*****Customer response
03/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.
Sincerely,
R***** C*****Initial Complaint
10/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We have lost our internet service since Saturday, Oct 16, 2021. The only communication we have received is the company is experiencing an outage. No other explanation or possibility of when this "outage" will be resolved. This is affecting our home business, sports on tv. communication with family. I noticed KP Evolution from the bank today they were able to take their monthly payment from us.Business response
11/12/2021
Consumer Response /* (2000, 10, 2021/11/10) */ From: **** **** ********************* Date: Tue, Nov 9, 2021 at 12:55 PM Subject: complaint XXXXXXXX To: ****************************** KP Evolution did finally answer my emails and have corrected the internet issue. We should be getting a refund for the days without the internet we had. Thank you
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.