ComplaintsforClark Electric Appliance and Satellite, Inc.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Viasat through Clark Electric *********************************************** (CEAS) offered higher download speeds up to 60gb, and unlimited regular speed data after that, for $89.99/month. We decided to make the switch from our current provider in the middle of February, with our service installment finalized the first week of March, even though the installment occurred two weeks after my card had already been charged for service on 2/19 for the first month. Upon our first week with the new ************** through CEAS we immediately noticed a significant difference in speed, both upload and download, of our internet. The service overall simply was not performing anywhere near what was advertised or discussed with us. After two weeks of unsustainable performance, I contacted Viasat through CEAS's customer service line. I spoke with a representative who stated there was an outage in our area and she was going to put in a request to have our service issues investigated. I never heard back. I called back two weeks later after no improvement and the second representative I spoke with stated he saw that my service performance wasn't an outage but that I had used all of my data. The representative stated I could purchase more data, so I did for that month. Even after this, the performance was still incredibly poor. I then spoke with a CEAS representative directly a couple days later who asked if I used a VPN, to which I said yes, I have to for work. She said customers usually come in for a test to make sure it works before they sign up. This was never discussed prior to my contract nor was it in the contract that I signed. I cannot use this service because it does not work, I did not get what I was told I would as far as service performance is considered, and the cost to close my contract should be refunded. CEAS should have asked about VPN usage prior to the contract beginning and outlined in the contract. Their service advertisement is painfully misleading and borderline fraudulent.

  Business response

  06/06/2024

  Per the Customer Agreement - Terms & Conditions it states the following:
  

  1.1 Limitation.  ******************** is available at locations within ***************** with an unobstructed view of the southern sky. You acknowledge all download and upload **************** speeds are "up to," are not guaranteed and will vary. If you are receiving the **************** through a WildBlue **************** plan, *** not work. The performance of some games over the Internet is very poor and some games *** not work at all. Virtual Private networks and remote computer access *** be very slow with the ****************. Some virtual private networks *** not work at all.

  The Customer Agreement is on our website for customers to print out, sign and return to our office in order to sign up for installation or if they request, we will mail them the forms to fill out and return.  We do require the 1st month paid upfront, that is why your credit card was charged prior to the installer installing the equipment. Billing date starts the day the equipment was installed. 

  It is also stated in the Customer Agreement the cancellation fees if a customer terminates services withing their contract under section E. Termination Fee. If you cancel the **************** (resulting in termination of this agreement) before completion of the *************** Terms or *************** Term, the Termination Fee is equal $360 if terminated between months 1-12, $180 if terminated between months ***** and $25/ month if terminated between the balance of the two-year commitment months 1-24.
  

  This is why the $360 fee was charged.

   

  Customer response

  06/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [ Where in the contract does it say you should stop in to test your VPN? I wasn't told to do this and found out after signing up that it didn't work. Very much a scam.

   ]
  
  Regards,
  
  *******************************

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