Review by lght 
member for 8 years, 13 visits, last login: 8 days ago
lodged 4.1 years ago
 Costa Mesa,Orange,CA
 $99 per month- (12 month contract)
 about 20 days "None" "Customer service is horrible!!" "WORSE ISP ON EARTH! DON'T BOTHER OR YOU WILL REGRET IT!"
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Signed up for service several months back and outside of the initial sales call everything has been a nightmare! Brent confirmed and promised speeds of up to 6mb down and 3mb up on their top plan. He did the pre qualification test and new the distance from the CO and said worse possible speed would be 4mb down and 1.5mb up. I signed the contract and the problems started soon after. I received the promise date and had a question on something so decided to send an e-mail from my blackberry for an answer. Well "The answer can be found online in our FAQ section" is what I got back from Tech support. The tech took the time to tell me where to find the answer, but wasn't willing to just answer the question. I guess they don't realize that sometimes people use blackberries to ask questions and just want a answer. I had to send 3 more e-mails to finally got an answer out of the rude minimum wage tech.
The second questions via e-mail was to ask them to contact Covad the local service provider and ask them to call me before arriving at my home to setup my line. The tech didn't even bother to see if it was possible before he insisted that the installer wouldn't call me or contact me and wrote back "Again, I have already answered that question for you: The phone techs are not able to call ahead for access, Access MUST be provided upon arrival of the Phone Tech, per their rules, We have no control over how they operate. The Tech will NOT call anyone if there is no access, they will simply report no access, and we would have to re-dispatch them out another day and you will be charged $225.00!!"
Oddly enough I called Covad directly gave them my account info and they said "Not a problem' we understand that people have to work during the week and shouldn't have to wait 6 hours for a tech" in fact here is the cell phone number for your tech and here is his name. The Covad tech called me 30 min prior and was more than happy to accommodate my request. Again another lazy minimum wage tech that could care less about the customer because they already got your money and your under a year contract.
The problems just keep getting worse. I used the online form to send a message about how to pay for my bill online and how much I owe. I got a reply saying I shouldn't use the online help form and instead that I should be sending the e-mail to the billing department. Instead of the useless person just forwarding my request on to the right person they just blew me off. I send the same request to the billing dept and get a reply back showing my balance along with yet another smug remark "As I have pointed out previously" you need to access the online billing link. Apparently an e-mail was sent, but was caught in my spam filter. So I click on the link and it takes me back to the sign up page, but the page doesn't work! 2 hours and 4 e-mails later and I still can't just pay for my bill!! I have a international flight to catch and need to leave fairly soon so I reply back VERY frustrated at this point and typed in the word smart ass to express my frustration. Instead of getting a call from Brent offering to resolve the issue I get a call saying from him saying I have violated the TOS and that my account can be suspended!! Am I missing something here? You have an obvious upset and flustered customer and instead of attending to that customers needs you call him and threaten to suspend his account because he used the term smart-ass? Now I can see why the customer service reps are so cocky, arrogant, and such smart asses to begin with. This guy is suppose to be an owner and he is just a fast talking scam artist that could care less about it's customers and just wants to show the world he's a big boy by making threats. I guess that's how you act when your the owner of a company and your also the janitor. I guess they haven't learned the concept of customer service and haven't realized that customer just want to be helped and just want a quick answer. It doesn't matter if the answer is in a FAQ online or not. If a customer is asking for help just help them! What's the big deal?
On to the next problem. My install didn't work the first time and they had to do more "testing". Well after a week and more "testing" they had to send out another tech to try and fix the problem. This is now going on 2 weeks. The tech couldn't get the line working so more "testing" had to be done. Well after the 3 visit and 3 weeks later the DSL was finally on however the line wouldn't stay connected. I wanted to cancel, but because it had already been 3 weeks I couldn't cancel without paying the $500 early termination fee so I'm stuck with these losers. After several calls and complaints they finally admitted that my line couldn't support the 6mb / 3mb line I had been paying for and said they would have to bump my speed down to 3mb / 768!! They said I could change my plan, but I would have to pay the early termination fee and sign up for the lower plan that also cost $99.95!! Basically they will promise you whatever they need to in order to get the sell and once your sold they screw you every chance they get!
The problems continue as I received a $10.00 late fee for October service on Sept 30th! These con artists actually charge you a late fee for service you have NEVER received! I complained and Brent wrote back saying I can do whatever I want and I'm not going to remove the late fee. Ironically that Monday my service was cut off and when I called to find out why Brent said it will take a few days, but they will get back to me. 1 week later my service finally came back on!! So I called billing and asked for a credit for the week of service that my line was down and the rude billing rep said we don't give refunds sorry. Completely upset I filled a BBB complaint about the company and realized they already had several complaints against them! Not surprised they still refused to work with me so my complaint is now in arbitration.
IF YOU ARE READING THIS AND HAVE NOT SIGNED UP WITH LBDSL YET DON'T DO IT YOU WILL REGRET IT!!! I PROMISE YOU!!!
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