ComplaintsforRainier Connect

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lightcurve took over Consolidated internet service in June 2024 and started sending emails that went to my junk mail. They canceled my automatic payments that have been paid without issue for the last 12 years and the only way I found out was when my internet was shut off today. I had to pay $345 in fees for it to be turned back on whenever they can get around to processing this. Wow, Ive never seen a company as unprofessional as this. Note: I think Rainier Connect became Lighcurve because they have the same business address with a new name.

  

  Business response

  09/23/2024

  In June of 2024 *************************** customers became new customers of ********************.  To inform customers of this transition ******************** sent notices by both email and letters delivered by ****.  Our communication also provided information for establishing recurring payments.  These notices highlighted that we were unable to transfer their recurring payment set up from *************************** to Lightcurve as a compliance issue and as an effort to protect our customer's financial information.  Recognizing that Lightcurve is a new, and possibly unfamiliar, name we also sent an additional series of emails, letters & phone call reminders to anyone with a past due balance.  These recurring communications spanned from June into September before any services were interrupted for non-payment.  All reconnect fees were waived for Mr. ******** and the balance paid was for services subscribed to. Service has since been reconnected.  We recognize that these types of transitions can be difficult and try our best to provide adequate communications for our valued customers.  If Mr. ******** has any additional questions about his account we would happy to review it with him.  Our team can be reached Monday - Friday, 8am - 5pm at ************.  
  
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over a month of ongoing issue of reliability of paid for internet service. Drop outs, disconnects, shut downs, failures of service. Numerous calls to customer service, tech support - all I get is excuses and incomprehensible personal, liars. This issue is affecting the whole area of NE ****** which involves well over a thousand customers. There appears to be a problem with the system for some reason they refuse to resolve. A couple of individuals here at my residence work from home and we cannot afford interruption to service.

  

  Business response

  07/19/2023

  In early June Rainier Connect did experience an outage that had impact to internet services.  The outage did not create a total loss of service for ****************, nor any other customers in the neighborhood and our technicians successfully identified and resolved the trouble.  **************** has continued to report service interruptions that have been resolved more than once by restarting his customer owned router.  Our technical support team has attempted to trouble shoot further with ****************, unfortunately he has been unwilling to trouble shoot with our team and provide the specific information to our technicians that would allow them to isolate what may be causing the interruptions he is reporting.  All of our monitoring systems indicate a healthy signal to **************** and neighboring subscribers. 
  

  Customer response

  07/21/2023

   
  Complaint: 20297412
  
  I am rejecting this response because:  Rainier Connect's statement is not true and the person making this is either unaware or making a false statement - the techs I have delt with are quite aware that they are experiencing on-going faults with their network here in NE ****** since the June debacle and from that point I been experiencing numerous drop-outs which require the modem to be rebooted due to Rainier Connect failure to resolve - they have repeatedly tried to blame my "system" for some reason to avoid properly correcting ,and try to infer that because they see a strong signal - that the issue is mine. A technician had come to my residence and his instrument showed a problem that originates from the feed to my home outlet, otherwise they have no solution. This is a big problem for those of us who work from home and these numerous drops of internet service have more than once resulted in a loss of corporate on-line meetings. My modem keeps seeing problems with their server communications and will finally lock up and need reboot - they need to fix this, it can be 5-6 times a day with loss of service more than half of that, requiring a modem reboot. Have called them numerous times to both customer service and to the tech department.       
  
  Sincerely,
  
  ***********************

  Customer response

  08/14/2023

                        *******, 

                                   So far my internet has been stable for almost two weeks with no further issues. I am at this point having to assume whatever factors have been causing the associated problems with my service have been resolved - If any recurrence manifests itself - I will be in contact. 

                                                    Thank you for your assistance in bringing this into a focal point , I am positive this brings into scrutiny for Rainier Connect management and more difficult for ignoring the situation.

                                                             *****

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rainier Connect is refusing to remit the overpayment of the account in the form payment that can be deposited into a bank account. My husband passed away on June 21, 2022, and they would not put the account into my name (I was listed as secondary) so I canceled the account and requested a check be mailed to me for the overpayment. They mailed a check with a dead person's name on it. The banks will not cash it. I contacted them again and requested that they issue the check so that it could be cashed. I provided them a certified copy of ******* death certificate, a copy of the notarized and proof of recording in ****** Co WA the community property agreement. This legal document makes all of ******* assets mine upon his passing. I also provided them proof of my identity and a current mailing address in the form of government issued documents. They responded they need a POA (which I have but it is no longer valid as ***** is dead). They still refused to remit the funds and then said they will not discuss this matter with me any longer. This is in the form of email correspondence. They have $19.98 in overpayment and refuse to return it in a manner that can be used. I will be happy to provide the emails and their responses should you need them.

  

  Business response

  11/07/2022

  After communicating with ****************** regarding her unique situation and further reviewing it with our legal counsel, Rainier Connect is actively working on reissuing a refund check to her name and address as quickly as possible. We have also reached out to ****************** to inform her that it is in process.

  Customer response

  11/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I do not receive the check in a reasonable amount of time, within 14 days, I will be filing another complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Customer # ******* During early summer I was told by Rainier Connect that I needed to update my TV to streaming in order to continue to get cable programs. They came out and set up my system. Since that time I have had nothing but issues with the streaming. I've called 3 times to ask for help. They sent a tech out on Monday 10-10-22 who stated he fixed things but ended up knocking my computer offline and I'm still having streaming issues. I called back on Tuesday and the rep said they would have someone out within 24hrs. No one showed up on Wednesday so I called again. I was told someone couldn't come out until Friday (tomorrow) and that I would be charged $85 if they needed to come into the house and $100 per hour for their time. I told them absolutely not, that I have done nothing wrong and it's their program/system/connection ect that is the issue. Why should I be charged for them to fix their own problem.This has been an issue for almost 6 months with no resolve and now they want to charge me for them to fix their own system. I am furious and refuse to pay any charges that might come from this.

  

  Business response

  10/20/2022

  Rainier Connect installs and tests services to the Network Interface Device (***).  Everything beyond the *** is the responsibility of the customer.  ********************** does, however, offer a supported mesh wifi solution and supported streaming device for a monthly fee.  We have offered complimentary trial periods for both of these devices as a courtesy and have not billed the customer any of these visits. ********************** is unable to continue to troubleshoot inside the customer's home at no charge.  While we value each of our customers, we also understand that our product offering may not meet the needs of every consumer.   Rainier Connect cannot guarantee the performance of customer provided hardware and wifi networks.

  Customer response

  10/26/2022

   
  Complaint: 18221514
  
  I am rejecting this response because: I had been a customer of Click network for almost 20 years with no issues. When they went out of business I chose Rainier Connect because they were the only provider available. I had regular cable and it worked fine. Then I was told that the regular cable would no longer be supported and I would need to switch to the streaming programs. Since that time, I have had nothing but issues with the cable package. 

  As recently as today, the service freezes and I have to back out of all programs and restart the show I'm watching. Why should I continue to work with a company that doesn't guarantee their product. I dont' want to get charged for something that still does not work.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay almost $100 a month for internet that only works about 40% of the time. Calls to the company to resolve the issue have resulted in the creation of "tickets", but a technician has never followed through with "calling us back" or physically coming to assess the equipment and lines. We have rural access to internet, with this company being our ONLY option. It's borderline racketeering that they have **********************, but don't actually follow through with the services they are contracted to provide. We hold up our end and pay our ****. The least they could do is provide the service.

  

  Business response

  06/16/2022

  After overcoming communication timing challenges with ************** we were able to successfully reach him by phone 6.8.22, to schedule an on site visit for 6.10.22 to investigate his connectivity issues. The on site visit from 6.10.22 prompted a complicated repair performed on Rainier Connect's infrastructure leading up to ************** service address. Because we cannot determine the exact timing the infrastructure issue began affecting **************' services we are issuing him a service credit for his data services dating back to his original install date of 2.3.22.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Having internet issues called several times, charged me 125 for a modem that didn't help still having same problem refusing to return the modem or come fix the issue without charging me another 100 for diagnostic

  

  Business response

  03/28/2022

  When ************** originally called in December 2021, she declined our offer to troubleshoot by phone. We quoted potential charges for time and labor for a technician to troubleshoot at her home which she also
  declined. Instead, she opted to purchase a new modem. ************** didn't report any further issues until March of 2022. At that time the technician returned her message but played phone tag with her until we
  were able to schedule an appointment with her on site for 3/26/22, a date that worked best for **************. We found and removed bad filters and there was no charge for the repair since it was outside of the
  home.  We have applied a 2 month service credit in the total amount of -$138.36 that will reflect on her next monthly billing cycle. The $125.00 modem would not be refunded since ************** requested the
  equipment to be updated hoping it would resolve the trouble. If ************** has any further issues or questions we would encourage her to call us anytime at ************, or our 24/7 Help Desk at **************.

  Customer response

  03/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/29/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was guaranteed by click my rates would stay the same now they have gone up 40 percent

  

  Business response

  01/04/2022

  Services offered by Rainier Connect are month-to-month with no contracts. Advanced notice about a rate change to Mr. *******'s currently selected services was sent November 18, 2021 to be effective January 1, 2022. If Mr. ******* wishes to make any changes or disconnect future services due to the higher rates, our customer service team can help him at anytime at our main office number 1.800.832.5725.

  Customer response

  01/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:I was promised a locked in rate by click and it has gone up three times since I have been withranier
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have service with this company because my original internet company *************** was forced out of ******. This has created a huge problem for me. Rainier Connect was ok at first but since September my internet has not worked right I am supposed to get 50mb. I have never seen speeds over 20mb. Now they say they have upgraded the system and I am supposed to get 150mb. I got 2mb. I have been in contact with this company about the issue since 10/2021. They tell me they are going to fix it that they know what the problem is. Not fixed. I have check with my neighbors and found at least 3 that are having problems as well. One of them claimed to be receiving free service until the issue was fixed. Not fixed. They refused to do any kind of refund for me not having service but did offer a credit for the next month January and assured me it would be fixed soon. They were rude when I would call and inquire. Lower level techs just power cycle and send you to upper tech support and they called me once in the 2 months asking me to be patient they know the problem and are on it. Talked to a Rainier connect tech parked near my house and he explained it was a line problem and he wasn't going home till it was fixed. Still not fixed. I have been left no other choice but to get another provider. Xfinity not only hooked me up but they also were very helpful getting me enrolled in the federal government program for lower income people like me. I am 61yrs old raising 6 of my 20 grand children. Rainier Connects internet utility has been in total failure for months and still is. I asked them to please forward my email address to my new service and they said no. I brought it there and they are keeping it refusing to forward it. My business cards I have handed out are know garbage. My customers may have a hard time contacting me with this interuption of service. I have had the same email for over 10years. It's going to be quite a challenge and ****** for me. 2 months refund works.

  

  Business response

  12/09/2021

  ********************** was subscribed to our Up to 25M *****************  On 11/1/21 Rainier Connect increased the speed for this specific package to Up to 150M, with no rate change for the end user.  While ********************** did report trouble tickets to us we had difficulty thoroughly troubleshooting when we often had to leave voicemails with the customer that were not returned, nor was ********************* willing to speed test with a computer directly connected to the modem when requested.  Wifi speed testing alone does not provide an accurate test result.  Although we were unable to  complete troubleshooting and identify the cause of ************************** internet troubles we have honored his request for 2 month's credit.  

  
  

  If ********************* wishes to keep his email address active, he can do so at $5/month.  He must contact our office *************) during normal business hours to request his email address be restored prior to Jan 7th, or all data associated with the mailbox will be erased.  

  
  
  

*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. ↩