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Business Profile

Internet Services

Douglas Fast Net

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I was charged $140.60 plus a late fee today, but they don't seem able or willing to fix service performance problems with the internet, dropped connections and poor resolution. They think they need my help to fix there problems. Please fix the service problems and don't charge me for poor service and dropped connections. I work from home and need reliable service.

  • Initial Complaint

    Date:07/05/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    I called DFN about 2 months ago to cancel my **************** account at the end of the current billing cycle and cancelled my auto-pay. Now I'm getting a bill for a past due amount. I contacted them and they said their "policy" is to charge an extra 30 days after cancellation. This is totally unethical and I refuse to pay. I have a excellent credit rating and don't want it destroyed by this companies unethical extra charges. Unfortunately documentation is unavailable because of phone conversations.

    Business Response

    Date: 07/08/2024

    After reviewing this customer's account, we have determined that this matter was handled in a manner that follows our Master Services Agreement and DFN's procedures. Per our ******** Service Supervisor, the Order was placed on 3/15/23. ************** was connected on 3/15/23 and disconnected his service on 6/6/24. Billing statements from 4/2023 through 11/2023 all show the 30-day disconnect policy in the message center. Further, b****** statements 12/2023 forward all contain the link to the **** which outlines our cancelation policies. 

    Customer Answer

    Date: 07/08/2024

     
    Complaint: 21947167

    I am rejecting this response because: Nothing was ever said about a disconnect charge in any of my conversations with DFN representatives.  If it was buried in their written literature it should be openly stated during verbal conversations as well.  

    Sincerely,

    ***********************

    Business Response

    Date: 07/17/2024

    Since ****************** order was placed via SmartHub, a DFN representative would not have been able to speak with him, as we do when taking an order over the phone or in person. However, our representative did inform him of the 30-day disconnect policy at the time he disconnected his services. All of our terms are found in our MSA, including our 30-day disconnect policy. Further, every invoice from DFN has the 30-day disconnect policy outlined on page 1, in the *************** We are sorry for ****************** frustration, but our policies were outlined clearly. 

    Customer Answer

    Date: 07/22/2024

     
    Complaint: 21947167

    I paid this bill to protect my credit rating but still do not agree.  I believe if DFN listens to the recorded cancellation call they will find nothing was said about a severance charge.  Hiding such charges in pages of legalese is shady business pratices and they should be totally upfront with such charges and policies.  Thanks for trying to help.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:09/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I had visited a local craft fair a couple years ago and Douglas fastnet had a booth there. They informed my wife and I that at that time DFN was unavailable in our area. Then last year we were at the fair again, saw DFN had a booth and we inquired again about their service in our area. They said they were now available and asked me if I would like a sales representative to call and tell me about the plans available. I never received a call or visit from DFN. Then last week my wife asked if we would be interested in contacting DFN again about their service. I called and spoke to a female to ask about getting more info. She informed me that first I had to pay a $75.00:****!! I asked, what the bill was for since I NEVER had DFN nor did I ever agree to ANY service with this Company! At this time I was very upset about getting told there was a bill for something I did NOT ask for, nor agree to AT ANY TIME. I ended the call. Today DFN had the audacity to actually SEND me a bill!!Do I need to go speak with a lawyer? As this is FRAUDULENT activity.

    Business Response

    Date: 09/14/2022

    This customer's service order was opened on 8/12/21 with no ETA. The customer was notified of the cancellation fee, per notes on the account and the recorded call. On 3/25/22, all make ready and splicing was completed. On 4/6/22, DFN representatives called to attempt to schedule installation. On 8/12/22, after 7 attempts to schedule the installation, the order was voided as "no contact".   

    Customer Answer

    Date: 09/21/2022

    Thank you for your assistance with this matter.  We contacted DFN directly and we were able to resolve this situation. 

    Sincerely,

    Mr & ***********************

Douglas Fast Net is NOT a BBB Accredited Business.

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