Complaints

This profile includes complaints for Pure Broadband's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Broadband

  Alma, WV 26320-9507

• 

  Pure Broadband

  661 3rd St New Martinsville, WV 26155-1401

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:06/02/2023

  Type:Customer Service 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.

  I was told by an employee at pure broadband internet that they would keep my internet on until the 2 of June but I had to pay 80 dollars and change but at 12:55 at night right before June 1 my internet was shut off I think it’s wrong that they shut off my internet after telling me they would keep it on until the 2 of June

  Business Response

  Date: 06/02/2023

  Please see attachments for response.. Thanks!! 

  Customer Answer

  Date: 06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Jeremiah ***** 

• Initial Complaint

  Date:04/17/2023

  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.

  Pure broadband hot spot disconnected my services without my permission and they won’t give me back my money I paid for the month. Every time I call they hang up on me. I just want my money that I paid for the month but didn’t have their services.

  Business Response

  Date: 04/18/2023

  Customer had started calling in with internet issues on February 22^nd, 2023. Customer was stating all service did was buffer and since service was out for over a month, she would get some type of discount.

  Technician had looked into the customer's problem and found that the customer was pulling the package that the equipment is provisioned for. Customer was made aware and placed on the next package temporarily to see if this would solve the problem. Also, sent a technician to customers' homes to replace the modem.

  The 7^th of March 2023 customer called in to let us know that the upstairs tv will not connect to the new modem. But everything else connected just fine and kept connecting and working with no problems. When the customer called at this time was asking about a credit. 

  We sent a technician out again to look at the TV that the customer was not able to get connected. Technician found that the customer was having a wireless connection issue with the TV. The Customer's husband (Andrew) was made aware and was told to go to Walmart and purchase an extender, since the TV was the only device having problems connecting.

  On March 9^th 2023 customer had called stating that since they have been having so many internet problems, customer doesn’t think that they should have to pay for the next month because the internet issues are still ongoing and customer had been without service for over a month.

  We looked into customers' graphs on the equipment and saw that the customer was never down or without service, was only having trouble with buffering then getting one TV to connect to the internet. Which customer even stated that all other devices were working properly just the one TV was having issues. At this we found that no credit will be given due to her never being without service. We only give credits if we find customers have been down completely. 

  Customer was very unhappy and wanted to have services uninstalled at this time. At this point we were having issues with our phone at the office dropping calls and the call was dropped.

  Customer was called back immediately and was apologized to and explained about the phone issue. When calling the customer back, the customer was very very frustrated and told us how unreal it is that we are not making it right, when the customer had not had service in over a month. Customer said that she was going to look for a new provider so the customer can cancel service with our company. Again, at that time the call had dropped again. At this point we decided to suspend her account until we can get equipment back since the customer was clearly very unhappy and did not want our services anymore. And the money that was paid for the month went towards the early termination fee and the CFO would write off the difference.

  We schedule her for an uninstall on April 8^th 2023. The technician was only able to collect the radio, when the technician was on site at the customer's home, the technician was able to hear the TV playing and people talking inside the home, but nobody would answer the door, technician also tried calling several times with no answer.

  Since we did not receive the modem back, the customer was charged $85.59 for the modem and the card DID NOT go through. Also keeping April’s payment of $74.89 and applied it to the early termination fee, and the rest of the balance ($32.01) was written off.

  Customer called again, on April 13^th 2023 asking when we were going to be sending someone back out to collect the rest of the equipment? Customer was not agreeable to bring the equipment into the office or to our drop box. Customer stated that it was our equipment and we should come out and get it. Customer was scheduled for Monday April 17^th 2023. Customer also mentioned that she wanted her money back. No money is going to be given back. Customer stated that she just made a payment and wanted it back. Customer was made aware that payment was put toward the early termination fee Customer interrupted and said there was no such fee because she was uninstalled without permission. Customer started getting loud and raising her voice trying to tell the receptionist what her “Job duties” were. After being told, she would have to speak with the CFO. Customer continued to speak over the receptionist about getting her money back and that the customer's lawyer was going to be involved in this and the customer had turned us over to the BBB and wanted our company to send the lawyer our recorded phone calls.

  With our company all customers have a legal binding contract of 1 year, if for whatever reason the customer decides to cancel service before the one year is up, there is an early termination fee of $106.99. Which is why we are charging this customer. Customer signed the contract on August 1^st 2023. Customer was also made aware of the 1-year contract when the customer called in for internet service. The customer was also a returning customer for the 3^rd time the most recent time she had our service in 2022, and canceled due to her saying she is down over a weekend and can not ever be down due to her having a business that she had to run and had already switched providers. Our company is open on the weekends and we were never contacted about any issues or that the customer was without service. We also monitor the equipment and the customer name was never on the disconnected list.

  All of the companies’ phone calls are recorded as well. I have attached a copy of the signed contract, also attached the recorded phone calls that the staff had with this customer. If you have any other questions, please let me know. 

  
  

  Thanks

  
  

  Kelsie *****

  Operations Manager

  Pure Broadband, LLC.

  (304) 455-6000