Complaints

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:02/24/2025

  Type:Billing 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.

  
  
  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.  The $9.00 check was received in yesterday's mail.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 02/25/2025

  Terry- 

   

  I apologize for how long this has taken us to get this credit out to you. I have this set to go out on our next round of checks this Thursday (2/27/25). However, I am seeing that the amount is INCORRECT and we owe you $9 additional to the 99.39. In order to get this to you, we have two options. We can either send out the $99.39 out this round of checks as planned then we would have to wait until the next bill cycle (3/9/25) to be able to send out the $9 check, which would result in you getting 2 checks.. OR we could wait until that 3/9/25 billing cycle to send out your full refund of $108.39. This would take longer, but would have your full amount due. Please let me know how you would like to proceed and I will get the process started. 

  Business Response

  Date: 04/17/2025

  Hello, 

   

  We sent this out initially on 3/27 last month but we are cancelling that check as it has not been cashed yet and reissuing another one. This will be sent with a different mail carrier to be on the safe side. I apologize for this wait!

• Initial Complaint

  Date:01/22/2025

  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.

  Service disconnected 10-13-2024. Credits since then are $224.11 12-1-2024 and $37.34 1-1-2025. Still no refund check received. Many phone calls to no avail. Never able to talk to a manager his name is ******* ** I have also spoken to ******* ****** a few times - customer service number is 913 825-3000. Please help me get my refund. Thank you

  Business Response

  Date: 01/24/2025

  ******** 

  I apologize for the delay in getting your refund. Unfortunately, due to the holidays in December and then the storms earlier this month, the 30-60 day period for receiving refunds was unachievable. However- I have good news! Your refund was sent out yesterday and should get to you within the next 7 days. Please let me know if you do not receive the check within that time frame and I will work something out with you to make sure you have it in hand. 

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  
  
  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. I received the refund check today. Thanks for your assistance. 
  
  
  
  Sincerely,
  
  
  
  **** *******on. It is not a legal or good business practice to hold on to refund money and refuse to return it for month after month. This business needs to do the right thing and resolve this situation.

  Business Response

  Date: 01/20/2025

  Gina- 

   

  I apologize for my delay in response. I wanted to make sure I had a resolution for you before I reached out. I am showing that we sent your refund of $21.46 out on 1/13/25. I apologize for the delay, I think there was some miscommunication between reps you spoke to and the internal billing team. This was sent to the Spring Hill address as requested to one of our reps on the phone. Please give a few days to ensure that this gets to you, but please let me know when this gets to you! If you do not see it within the next 7 days, I will get something figured out with our billing team to make sure it gets to you. 

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair 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.

  
  
  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,
  
  
  
  ***** ******not want any more of these incorrect demands for $ for a service I have never used, and I do not want report of non payment sent to credit agency & my credit affected. This company seems to have a pattern of non responsive & bad service.

  Business Response

  Date: 01/08/2025

  ****** 

  I have credited $150 to wipe that balance and give a little extra to your next bill. I apologize for this inconvenience, the rep you were working with is no longer with the company. We want to do right by you so we added this credit. This will hit your account on your next bill cycle, the 25th. I appreciate you continuing to pay the internet portion of your balance even with all the extra bill hassle. Please let me know if there is anything in the future that I can do to assist you! 

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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.

  Customer service is a joke. I was doubled charged for services when they made the switch of services. I called, they said they would take care of it. A month later, got the same bill. Called again, said they would adjust to xxx amount. I paid that amount. This month got a bill for the original amount... plus late fees. Called...they couldn't resolve the issue, couldn't connect me to someone who could, couldn't release the name of their management. Now I am getting
  Needless to say, I can not recommend tis company and will be switching services as quickly as possible.
  I can not say enough about how poor their customer service is.

  Business Response

  Date: 12/10/2024

  ****** 
  
  I apologize for our customer service not meeting your expectations! We strive to give each of our customers a customized experience and resolution, and it sounds like our communication was lacking in this case. I am seeing that the rep you last spoke with on 12/4/24 added a credit for $379.97, which takes care of the previous balance and the newest balance that is not yet due. This will hit the account on your next billing cycle on 1/1/25. You are a valued customer and I would love to make this right. Customer service reps will be coached on better communication and resolution skills. Please give me a shout at **********************************m so that we can discuss anything further you may need from us as well as get you an individual contact to reach out to instead of customer service to ensure this never happens again.  I would love to save you the hassle of switching to another carrier and make this right. 
  
  I am providing a screenshot to show you the credit that will reflect 1/1/25. Please do not pay anything until after 1/1/25. 

• Initial Complaint

  Date:11/02/2024

  Type:Billing 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.

  Seeing is believing as Evefast has indicated they will send my refund in next billing cycle which occurs the 1st of the month so I will have to wait until December to see if I get my refund. And hope this complaint stays open until then. Thank you very much for your assistance!   ***

  Business Response

  Date: 11/15/2024

  ***-
  
  Thank you for bringing this to our attention. I have taken a look at the account and saw that our system did not properly prorate your account as it should have, so I have added a credit to null out your balance and give you back the portion of the month that went unused due to your cancellation being between bill cycles. This will reflect once the next bill cycle populates (on the 1st of each month) and will be sent out to you via check in the mail. Please let us know if your service address with us is no longer the best mailing address for you. I apologize for this inconvenience and appreciate your patience with us! 
  
  Thanks, 
  

• Initial Complaint

  Date:10/29/2024

  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.

  Per the response from Everfast I understood that a refund would be processed to me after the November billing cycle.

  Since that response I have received a pass due notice dated November 20, 2024 indicating an amount due of $191.31.  That notice was followed up with a monthly statement dated November 25, 2024 with an amount due of $187.32. 

  As of today I have heard nothing further from Everfast regarding the promised refund.  I just want this entire process handled and finished.  

  Please someone help me and all the others being treated this way by this company.

  Business Response

  Date: 11/11/2024

  ****, 

  Thank you for bringing this to our attention. I have checked in our system to make sure that your account is disconnected and backdated to the date you first requested. I attached an image of our system reflecting the backdate of 9/14/24 for your records! Due to this not being done properly by one of our reps before, the order to disconnect the services was not completed until 10/31/24. In order for the balance to reflect the backdate and reflect a credit, this will have to go through the next billing cycle which for your account will be 11/25/24. I advise you here as well to not pay the full balance as it is not truly due. Once the bill cycle passes, as long as you are not moving from your residence, your refund check will be mailed to the service address that was on file. I have confirmed as well with the internal staff that this situation will NOT have any effect on your credit score and will not be sent to collections or anything of the sort. I sincerely apologize for the inconvenience this has caused, as this is not the way we aim to do business nor is this the experience we want our customers to have with us! If there is anything else I can do to be of further assistance to you, please do not hesitate to reach out. 

  Business Response

  Date: 12/18/2024

  ****- 

   

  I apologize, I thought that a previous rep had relayed to you that the refunds typically take about 30 days to make it to your address. That is 100% on me for letting you know myself, I am so sorry! I have checked in with the bank we partner with and they are working on sending your check out with your refund. The timeline given to me with the holidays, is delivery of check by December 30th. As for the past due notice and monthly statement, I am checking with my billing team to see why the system sent these out. In the system, I do not see any charges and only see the refund amount so I can assure you that there is nothing owed and I am looking into this further. I sincerely apologize for all of the inconvenience these multiple situations have brought, but I appreciate your patience with us as well.