Complaints for Windstream Services, LLC in Irvine, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
23	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
2	Unanswered

31 complaints against Windstream Services, LLC

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3/26/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $258.00 Amount Settled: $0.00

Customer Complaint

2/27/2025

For the pass two months we been having a lot of issues with the internet. I have two granddaughters that do online courses and it's impossible at times to do school work. It goes for a couple of hours at the time. I have call in numerous occasions and they always tell me I don't see anything wrong in your area. But I get the alerts saying there having issues. They always have a excuse for not giving me credit. Yesterday we didn't have internet again for like 4 hours this is a outgoing issue. I will like this resolved Resolution Sought To fix the internet in our area and give me credit.

Company Response

3/13/2025

I tested Ms. Santiago's internet speed on 2/28/25 and opened repair ticket 10533594. The ticket closed on 3/1/25 with tech noting: this was part of common cause service good working to nid. I provided a credit for $57.73 for the 15 days of service issues between 2/9-2/24/25. I sent email to Ms. Santiago with the ticket details. On 3/4/25 I received an email from Ms. Santiago advising she was having issues again. I sent a response advising of the credit I had provided and the current balance due. I was unable to provide credit for 60 days as requested as there were no repair tickets to support this. I advised the current issue was due to the account being in a suspend status. I spoke to Ms. Santiago on 3/12/24 and she advised the service was working and she was okay with the credit provided. My contact information has been provided should there be further concerns. We reqret any inconvenience these matters may have caused Ms. Santiago. We appreciate her business and patience as we worked to resolve these issues.

12/29/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/16/2024

I signed up with him back in September and it's been nothing but problems since. For one I had problems with the insulation tech spending his whole time on the phone trying to organize a date versus answering any of my questions I had and wondering where my home phone service was ..and guess what ? Still months later still do not have home phone service. I've called several times about it and got no help until today on 12/9 2024 I finally get a installation date for 12/11 by the end of the phone call I told them I wanted to cancel and without hesitation she started setting up the cancellation instead of just fixing the problem they lied to me about. They are upselling their services promising people gift cards and not delivering on their promises. They promised me a $200 gift card which I still don't have one to being told today I'm not getting one I can settle for a bill credit. Well I don't want to build credit because that's not what I was offered they told me that I was late on my first bill which of course I'm disabled bedridden can't call to pay my bill because I have no phone's phone service that they was supposed to hook up back in September. So when I finally got somebody to let me use their phone to pay my bill I was told I was still getting my gift card but it hadn't been 45 days. This company is a crock of crap they lie take your money deliver horrible customer service and their services are slow as heck. Their compliance team member Maggie is horrible. Fire her Resolution Sought To do what they said they was going to do and give me the gift card I was promised which was a $200 gift card not $100 gift card. But yet they claim that it was only a hundred when it wasn't. And to stop lying to customers.

Company Response

12/17/2024

December 17, 2024 Re Warner Complaint ID: 99032421 Dear Business Consumer Alliance, We acknowledge receipt of the notice regarding the complaint filed by Warner. According to the records, Ms. Warner has inquired about the promotional reward card offered to her for signing up for Kinetic service. Ms. Warner enrolled in Kinetic service on September 16, 2024, and was eligible for a $100 reward card as part of our new-customer promotion. To qualify for this reward, customers must pay their first bill by the due date and maintain good standing for 45 days post-installation. Ms. Warner's first bill was due on October 15, 2024, but Kinetic did not receive payment by this date. The first payment from Ms. Warner was received on November 7, 2024, covering her first two invoices. Ms. Warner noted she did not have a phone to make payments, although she had internet service since September 18, 2024, and access to neighbors' cell phones, with which she contacted Kinetic 17 times since September 27, 2024. Despite not meeting the initial criteria for the reward card, Kinetic decided to honor the offer and sent the card to Ms. Warner via email on December 10, 2024, following her call to our corporate office. I personally discussed this with Ms. Warner, and she confirmed receipt of the card. She has my contact information for any further assistance. Additionally, Ms. Warner's phone service was installed on December 10, 2024, and she has confirmed that it is operational. We apologize for any inconvenience this situation may have caused. Kinetic values Ms. Warner's business. Please feel free to contact me if you require any further information. Sincerely, Jessica Holcomb Kinetic Executive Escalations Specialist 866-962-7662 ID 20869136 CC: [email protected]

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