Despite 100 Better Business Bureau complaints, CBeyond is awarded an A+ rating by the BBB. As mentioned before in this blog, numerous complaints are also present on complaint message boards and I can't emphasize our story enough - they nearly destroyed our business and now they are sending a collection firm after us for payments we refused to make after services were not rendered (details of our Cbeyond story are found on our November 11th, 2008 post).
According to the Better Business Bureau, here are the classifications of the 100 complaints against Cbeyond (ours included):
"Customer Complaint History
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB processed a total of 100 complaints about this company in the last 36 months, our standard reporting period. Of the total of 100 complaints closed in 36 months, 67 were closed in the last year.
Advertising Issues
BBB Definition:
Advertising Issues - Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Contract Issues
BBB Definition:
Contract Issues - Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
2 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
10 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Administratively Closed
BBB Definition:
Administratively Closed - BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution
7 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
Billing or Collection Issues
BBB Definition:
Billing or Collection Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
8 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Sales Practice Issues
BBB Definition:
Sales Practice Issues - Claims of alleged sales presentations made in person or by telephone that contain misrepresentations of the product or service, high pressure sales practices, failure to disclose key conditions of the offer, and verbal representations not consistent with written contractual terms or agreements.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
5 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
10 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Administratively Closed
BBB Definition:
Administratively Closed - BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution
1 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
Delivery Issues
BBB Definition:
Delivery Issues - Claims alleging delayed delivery of ordered merchandise.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Repair Issues
BBB Definition:
Repair Issues - Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, or inferior workmanship.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Service Issues
BBB Definition:
Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
8 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
29 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Administratively Closed
BBB Definition:
Administratively Closed - BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution
6 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
2 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
Customer Service Issues
BBB Definition:
Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
BBB Definition:
Customer Service Issues - Claims alleging unsatisfactory customer service, including personnel's failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
2 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Product Issues
BBB Definition:
Product Issues - Claim alleging a product does not meet the expectations of the complainant, including defective merchandise.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
2 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB.
1 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Administratively Closed
BBB Definition:
Administratively Closed - BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution
1 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
Refund or Exchange Issues
BBB Definition:
Refund or Exchange Issues - Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.
Resolved
BBB Definition:
Resolved - The company resolved the complaint issues.
1 - Company resolved
BBB Definition:
resolved - The company resolved the complaint issues.
the complaint issues. The consumer acknowledged acceptance to BBB."
Talk about a Pay Off!! If my company had 100 complaints (we have none), I wonder if the BBB would be awarding me an A+ rating.
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8 comments:
Thank you for building this blog! I interviewed to work for Cbeyond about a year ago. It was a very amateur experience, to say the least. They are like a little cult of college kids - most of whom don't know jackshit. The company offers a tidy base salary that seems nice when you're in your early 20's, but once you're in the door -- they own you. You are obligated to 12 hour work days (it's a salaried position) and the management team are a bunch of high-energy "Type A" personalities who are not very helpful at anything other than acting motivated. Not only is their service a complete scam, but their employment is a scam as well. It's a Multi-Level Marketing firm disguised as a legitimate business. The bigwigs of the company (based out of Atlanta, GA) obviously took great strides to organize their pyramid system and streamline the money payouts. I hope someone sues these criminals!
Wow! I had no idea that in addition to substandard service and technical ineptitude that Cbeyond is an MLM Scam!!!
My next post will be about this topic!!
Thank your for your post
In 2 years of using CBeyond we have had 100!!!!! hours of complete and total failure of both the phone and IT system. They constantly fail to respond. Are totally disinterested. Never call back. We have to constantly beg them to hurry. We lost many a client because we're right in the middle of a serious download when the system fails and it takes sometimes DAYS for these monkeys to get their shit together. They should be banned from doing business. And it's all lies - it DOES NOT make the internet faster - if anything it slowed down. The worst customer service I've ever experienced. At least when you call a bank and get a guy in India he is polite . These asses are just crashingly rude. I'm suing for my lost business. Everyone in Hollywood calls they Crap Beyond.
In 2 years of using CBeyond for our small company we have experienced 100!!!!!! hours of complete and total Phone and IT failure. This is just outrageous. Every time we called with a "please help us - we're right in the middle of a complete film download and on a deadline" they were nothing less than disinterested. No apologies, no hustle to help. Half the time we had to call them back repeatedly to get them to tell us when in God's lifetime they intended to fix it. Crushingly inept. Stupendously bad at customer service. They have effectively caused several of my best clients to stop using my biz. I am now suing them for my lost business. We call them CRAP BEYOND.
Sad stuff. Amazing these guys are still in business. Thanks for sharing.
MackSound is correct! CBEYOND is CRAP-BEYOND! That is hysterical. We are also in Seattle and have had the identical Nightmare experience AND More!! I have tried to deal w/resolution@cbeyond.net and guess what?? There is NO resolution, there is never a resolution...just threats of outrageous "early termination fees" amounting to enough to bankrupt a small business.
Dear Mr. Or Anonymous from Cbeyond... if you are so confident re Cbeyond's customer service, give us your name.
If you think you really are that awesome, people would come back right? Or are you afraid that if people leave, they will never return?
I have asked these very questions and been told by Cbeyond customer assurance dept "a contract is a contract". What about my contract you breached Cbeyond, what about your illegal false and deceptive sales tactics? The government seems pretty interested in these illegal practices. I have already filed a complaint w/the FCC and have begun to join with other victims to file a class action lawsuit against this Cbeyond beast.
Crap Beyond victim - Where can I get info on the class action suit. We are in the same boat...
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