ComplaintsforBertram Communications, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August of 2023 I called to transfer my internet service to a new address. Since then they have been billing me for the old address and my new address over $600!!! Manager ***** refuses to own up to his mistake

  Business response

  07/12/2024

  This dispute was resolved with the customer in the form of an account credit for their current service as well as a speed increase with no change to monthly rate.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bertram wireless is false advertising. They dont have fast or reliable internet. It has an outage at least weekly. They dont take ownership or accountability for their service. They blame it on someone else. They wont adjust bills when their service I pay for is not available. They wont provide an ETA when their service that I pay for is not working. They dont care about customers.

  Business response

  09/12/2023

  Response is attached.

  Customer response

  09/12/2023

  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.
  
  Its false advertising. You just stated it is very unreliable but then all your advertisements say it is reliable. You could communicate with your customers but choose not to let us know when the service is unavailable or when it is expected to be working again. You could make it better but havent done it yet. Nothing was resolved with my complaint. There were only excuses made for your bad service. I would not recommend this business to anyone but I definitely share my problems with this company and how you have done nothing to fix them. I do not accept this hope of something better because that is more false advertising. 
  
  Regards,
  
  S F

  Business response

  09/13/2023

  See attached response.

  Customer response

  09/13/2023

  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 as long as it is followed through. 
  
  Regards,
  
  ***
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 28, 2022 **************** my car was towed without any proper instructions from ****** when I moved in I wake up and a car of a friend is towed when I called to see why she claim she told and another young lady about it but I never was told this very rude she std there are all around the apartments there is not

  Business response

  07/21/2022

  THIS COMPAINT WITH ** IS IN ERROR

   

  We are an internet provider in *********, we don't do business in ***** and we do not rent any apartments or residential property to anyone in *****. We have never towed a car, in short I think this complaint is not intended to my company. Please review with the complainant and ensure that they are directing their concerns to the correct organization to help get resolution to their concerns. 

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** for my home internet for the past several years. Since August I have receive horrible internet service at my house. I have called multiple times and had a technician come out multiple times as the service totally stopped in November. Bertram came and collected their equipment on 12/15/21 as I was receiving zero service and they were unable to make their service work. I called on 12/15/21 to ensure they closed my account and requested a refund for the current month of December 2021 in the amount of $84.07 as I did not receive ANY service for that month I already paid for. Now, on 01/01/2022 I am again being charged $84.07 for another month of service that I am not receiving nor even have equipment to receive. I have made multiple attempts to get a resolution from Bertram and again called and emailed today with no response. I tried to be understanding that they were just unable to provide me with service after charging me $173.26 to upgrade me in September. However now that they have determined they cannot provide any service and removed the equipment, they are still charging me! This business is scamming me out of money and charging me for a service they are refusing to provide me, a service they cancelled, and are stealing my money.

  Business response

  01/03/2022

  Unfortunately we are unable to provide reliable service for you, and because of that and our commitment to provide a quality product to our customers we did recover the equipment on 12/15/2021 following a service call to try every option to improve signal strength and clarity. The account was not closed properly in error and we did charge for one month incorrectly ******* in error. The charges for ******* and December have both been refunded, which could have been corrected with a simple call pointing out the error after her charge in *******. Please note this is the first business day of *******, Monday the 3rd and this as I mentioned has been addressed and we do wish that we could have provided a better experience for you and your home. If our coverage for your area improves we would welcome you back as a customer and we do apologize that at this time we were unable to provide the service you deserve as a customer. 

*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. ↩