WildBlue Communications, Inc. / Poor service, rude employees, bank fraud and on and on!
10/31/06 ORIGINAL COMPLAINT:
I've waited a few months to write this because I wanted to be certain my rage and hostility had settled down. My WildBlue experience is one that lawsuits are made of. If I dared to want to waste my time filing complaints about them, I would. Aside from lodging one complaint with the state of GA, I'm done with WildBlue. Instead, I'm telling everyone I know to stay away from this company.
My installer no-showed for the first, second and third scheduled appointments. WildBlue subs out installation through DSI who subs out through somebody in the local area. In my case, this was American Communications. They, in turn, sub out to somebody even more local. I had to go through this chain-of-command to track down who it was that stood me up. The whole process is ridiculous. Eventually, the installer phoned me and managed to show up. I'll skip all the small talk he made and get to the point: when he couldn't get "all green lights" on my service, the guy left! He told me that I had to call WildBlue and tell them to send me a new part. That was that. I was left with no service, out $60 for the pole, staring at $299 worth of equipment and wondering WTF I had just paid for.
It took TWO weeks to get another installer scheduled to replace the defective part. When he arrived, he told me the part was recalled 3 months ago and that the initial installer would have known that. He then realized that my cable was not approved by WildBlue and would have to be replaced. Afterwards, he was still unable to setup email or other online WildBlue services (such as viewing my bill). I gave WB one more week and then called up to cancel under the 30-day money back guarantee.
Three weeks and two phone calls later, I get credited for my equipment. That still leaves the $80+ for service that I never had. WB says they credited my bank account $20 and $40 (still not $80) back in September. My bank says that isn't true and WB says now that I have to send them my bank statements to prove they didn't refund my monthly service fee.
None of that compares to the final blow, however. Just last week, I got an email from WildBlue stating that they had billed my credit card (debit, actually) for $791. I phoned WB and got the biggest attitude and run-around you can imagine. Eventually, the rep told me that WB did "attempt" to get the money but "since we didn't get it, you don't need to worry". I lost my cool for the first time in a long time but nobody there cared.
A trip to my bank, a talk with the bank manager and one fraud warning later, WildBlue is locked out of my accounts and finds themselves at the top of my list. Crappy service is one matter. Attempted bank fraud is another.
Even if slow dial-up is your only option, avoid this company. Unless, of course, you can afford to miss 3 or 4 days of work (without pay) waiting for an installer that never shows, want to pay for equipment you can't use and can afford to have a random $791 sucked from your bank account.
Well it has come down to me deciding over a BBB complaint, a state of GA complaint and/or legal action. The staff tells me that this matter is "over their head" and they can't seem to fix the problem. If they need help with that, I'll step up. More updates to follow. As of now, I have filed a BBB complaint and asked for my $87.92 back for the monthly fees, 1/2 of my lost pay, 1/2 of a monthly cell bill and a letter stating I do not owe WB anything.
Today, I received this email:
Our records indicate that payment on your account is overdue in the amount of $791.43. If the amount has already been paid, please disregard this notice. If you have not yet made a payment, please contact WildBlue at [protected] (option #2) to make a payment while this reminder has your full attention.
Failure to make full payment within 10 days will result in suspension or termination of your service. In addition, we will take other actions to enforce our rights under the Customer Agreement, including reporting your account to a collections agency.
Thank you for your cooperation in this matter.
WILDBLUE COMMUNICATIONS, INC.
P.O. Box 4427 Englewood, CO 80155.