ComplaintsforRedzone Wireless, LLC

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for Redzone Wireless on the promise of $48/yr a for five years "guaranteed". Since signing up I've paid $48 a month, to the *****. This month, they've arbitrarily hiked by rate by 14.5% to $54.99 by adding a $6.99 'Network and Transport Fee'. However, the entire business is "Network" and data "Transport". My bill has never had any fee before. The "Taxes/Fees" line has always been $0. I agreed to pay $48 a month and I have paid $48 a month since that agreement began.Now my bill shows $54.99 for "Current Charges" where it used to be $48, and still $0 for "Taxes/Fees". I think their mistake in sending this bill was that they accidentally told the truth: They raised my rate by bureaucratic **** with a pseudo-fee for a service that's entailed in our agreement.I understand their motive; Their expenses have likely increased and they hope to pass those costs along to the consumer. Unfortunately for them, they made claims in their advertisement that commits them to providing a service at a set price for a period of time.They are in blatant violation of their agreement and constitutes deceptive business practices, which is a class D crime (Maine Criminal Code 901.H.2)

  Business response

  08/26/2024

  Redzone reserves the right based on our Terms of Service.    

   

  Customer response

  09/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have been requesting that Redzone Wireless provide me a copy of their Terms of Service that they can prove that I have agreed to, and they refuse to answer my emails.

   

   

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve had Redzone wireless for approximately 6 years now so that would be 2018. They were fine for a few years and then problems seemed to occur more often during covid which was understandable. Problem consisted of slow speeds and or no connection at all. But we were patient thinking that it would get better but it only got worse. It was always a 50/50 shot that our internet would work properly we called and called to explain our situation to them and they would say all the right things and our internet got better for a while but would soon go straight back to slow speeds very slow that it was non usable, To fill that gap we used our data on our phones until it was fixed but it never was. When we opted in to get redzone we were sold on the promise of reliable, affordable and fast service from them and that it was a local company. Never did I realize that we would have to deal with so many problems, The reason that brought me here today was that I just found out that there interest that their providing us was way below the security standards an internet provider should have. Ive called them 3 times within the last month and asked them to please update the security on our Wi-Fi and for some reason they wont and havent done so. Weve had our information stolen so many times not knowing that the Wi-Fi this company supplys us is so weak and not even at standard level that thats why our information keeps getting stolen. Weve had to change our debit cards many times and our whole back account once. Im looking for this to be resolved and to warn others that if theyre experiencing the same problem with redzone then that company should be stopped until they can offer their customers a wireless service that can offer a strong security to protect them from all the trouble weve gone through. Weve always paid our bill and have never fallen behind because thats what we promised them when signing up for there services.

  Business response

  09/29/2023

  Dear *******************************,

  I'm sorry to hear that you have experienced slower speeds or performance that is not adequate.  My team is eager to get ahold of you in an attempt to schedule a service call / field visit to assess our equipment and discuss options.  We'd also like to provide some ***** re security and devices as you are not having issues with your password protected WiFi.  When our network engineers performed speed tests and logged into your device, we were getting speeds north of 40Mbps Download and over 5Mbps Upload.  It also appears that within our operating system / ticketing system there has been multiple attempts to explain the "warning" you are seeing only on your iphone which should NOT draw alarm or concern with your secure connection which is password protected.

  I personally tried to reach you on your mobile, as did our Customer Experience manager ***************  Your phone greeting states, "not accepting calls at this time".  ******* and I have also personally emailed you in hopes of discussing this complaint and to get you scheduled / on our calendar and/or address additional concerns.

  Please call us back at your earliest convenience ************ (or reply to our emails) so we can work together to restore faith and ensure you have the best experience with your Redzone Wireless Internet service.  We want to thank you for your loyalty and we appreciate the opportunity to "fix this" - Thank you! 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Letter sent to the president on March 6, 2023 - no response. Since that time, I experienced a half day outage for my internet access and chronic slow response times. Their customer support personnel have stated the problem is on my end which it is not. I have been working with the manufacturer of my router and it is functioning as designed. I am paying a higher fee for "faster" internet speed which is ludicrous since I typcially have to reload basic internet sites. They have fixed item 1 referenced in my letter of March 6 but items 2 and 3 need to be addressed. I should be refunded for at least 6 months worth of their "service" or $330 which can be applied to my credit card or they can send me a check. Since this company is so unreliable an account credit makes no sense since I am currently searching for an alternate internet service provider.

  Customer response

  04/07/2023

  The business has offered to provide an upgrade to service with a locked rate for five years and a credit of 3 months.  We will meet on Wednesday April 12, 2023.  If they fulfill the terms of our agreement at that time, I will be able to close the complaint.  

  Business response

  04/13/2023

  We are pleased to report that we have successfully upgraded the technology onsite (full removal and upgrade to new technology) for **************************** as of yesterday (April 12th).  ************* was aware and supported our delayed BBB response as we all were eager for the full field event to occur (removal and installation of new wireless technology at her property) to support a thorough response.  I've appreciated talking to **************************** as has other managers within our organization.  Post field event, reported speeds and service are very impressive and it is our understanding that ************* is very pleased with the work our team has done since the onset of this complaint.  We are very sorry for the history / timeline of events leading to this complaint and hope we have 100% restored / satisfied the customer.  It is important to note that the letter to the president was not unanswered, he was not aware of it, as it was inadvertently misplaced.    

  Customer response

  04/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  This is subject to the agreed upon price for 5 years and a credit of 3 months to my account.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redzone Wireless charges a monthly fee for a service that, at its very best, works 25% of the time. And calling tech support solves nothing. I expect refund of monthly fees for the past year.

  Business response

  02/14/2023

  *****************,

  I'm sorry for the continued instances of service not working or being interrupted (impacting webcam use).  I know our team has visited your property multiple times, swapped / inspected equipment and I'm sorry there continues to be an ongoing issue.

  I'm more than happy to work with you regarding your current billing structure and/or status within our operating system.

  Knowing this a seasonal property, I'd like the opportunity to talk through some options with you.  As my team has offered refunds in the past, I want to continue to work with you as an active, loyal customer.

  I can be reached at ************

  Thank you and I hope to hear back from you -  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's been very slow, always buffering. They tried to put blame on my router because I don't use one of theirs. The problem has been going on since Sept 2,2022. Today it's completely off & can't even call Red Zone. Very upset. Would never recommend Red Zone to ANYONE

  Business response

  10/10/2022

  We apologize for the poor experience you have had with Redzone.

  I'm more than happy to compensate you for any poor service or slow speeds.  In September, we did made some network adjustments that could have impacted service delivery to you.
  

  It has been brought to my attention that you have contacted Redzone to report that you have had "work" done on your personal router and reported back to Redzone that you have seen improvements.  Our team is more than willing to help you ensure you have optimal performance through a router replacement.

  Thank you-

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive had Redzone wireless for about 8 months and have had an open ticket for service nearly the entire time. I was told for months that tier two would reach out to me. After weeks of calling tech support nearly every day due to internet that was so slow I couldnt load an email a technician came out and replaced the entire antennae. Called again the next day because the speed test was less than 3mbps again and it wouldnt work for much of anything. Im now back to calling tech support nightly and reminding them that the internet doesn't work. Why do I bother with a service that works so consistently poorly? Ill probably be forced to go back to using a ******* hotspot because you cant run a business without reliable internet. I would love it if Redzone put in the work to make their hardware operational, as Im pretty sure that their tech is just very outdated/broken.

  Business response

  05/27/2022

  Let me start by apologizing for *********'s experience with our technology and our staff - I'm so sorry.

  My team has recently been in contact with ********* to make improvements with his connection and to ensure he has a pathway to communicate / work with our staff to support any of his needs.

  ********* has talked to our Customer Experience Manager **** multiple times since taking receipt of this BBB complaint.

  It is my understand that this complaint is resolved.
  

  Customer response

  05/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [The issue has in no way been resolved. I am in ongoing communications with ****, but no one yet has come up with a solution. Im currently sitting on hold (for the last 30 minutes) for tech support over a total lack of internet for the last 12 hours. Apparently there are engineers on the problem. This an open issue, not a resolved one.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  06/23/2022

  *********, you have recently had multiple conversations with our Customer Experience Manager ****.

  Knowing you have rejected our response, can you please let me know what your expectations are?

  I'd like to resolve this matter and I'm sorry for the experience you have had to this point.  Thank you-

   

  Customer response

  06/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The issue was unable to be resolved, although engineers and technicians tried multiple times, so Ive terminated service, which was the only logical resolution. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Redzone wireless fails to provide consistent reliable **************** to the point where they have stated via email that they will not do anything to resolve the connectivity issue and that I could buy additional bandwidth if and when it was it I have asked to see my contract that was amended by them without my knowledge to state that I do not have unlimited and they have failed to respond or communicate with me since March 21 of ***************************************************** a jeopardy of becoming unemployed Because they failed to send a technician to check satellite alignment tower connectivity or just general speed and functionality of the service that they claim to be providing they are doing this to many people not just in my area but in surrounding towns as well and theyre failing to provide a service that they claim to be able to provide that we are paying for

  Business response

  05/03/2022

  Good afternoon and sorry for the delayed response.  First and foremost, thank you for choosing local.  We're sorry to receive this complaint and look forward to ongoing dialogue/support to restore ******** faith in her relationship with Redzone Wireless.

  Since receiving this BBB complaint from *************************, our Customer Experience Manager made contact with ****** to discuss the issues outlined in the complaint.  Upon careful review, the quality of her connection does not require a field visit and the speed tests performed we're "inline" (not out of standards) and this was all reviewed and discussed with ******.  

  By no means do we want to cause any harm or reputational risk due to dropped VPN connections or "issues" with conference calls with employers.  We're sorry for any prior "issues" and we're more that happy to engage and or further troubleshoot / assess equipment in support of our customer.

  If ****** feels the connectivity continues to be insufficient and/or simply not stable enough, we'd be happy to issue credits and/or continue to work with her.

   

  Thank you - 

   

  
  

*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. ↩