ComplaintsforHiPOINT Technology Services, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My condo association at ********************************************************** signed a five year contract with HiPoint for cable and internet services. HiPoint is charging me for two cable/internet accounts even though I only use one account. Over this five year contract the amount of this second erroneous account will total $4000. I need assistance to get HiPoint to correct the billing so that I am only billed for one cable/internet account.Business response
11/02/2023
The resident lives in a condo building located at *********************************************************** Ms. **** possess two units, which she has combined, in the building located at ************************************. The building by-laws state the building has 223 units and has contracted HiPOINT to provide Internet & TV services to the residents in the community of 223 units. Since, Ms. **** has not legally provided documentation stating that these units are combined to the association the building must report 223 units not 222 units.
HiPOINT is the bulk Internet & TV provider to the association of the building. We have a contract with the association of the building stating that it signed for 223 units. The only way we can modify this agreement is if Ms. **** legally changes the unit into one unit and has the by-laws of the association change the unit count. At which, time she would have the board modify the agreement with HiPOINT.
It should be made clear, that we do not bill the resident directly for Internet or TV services we bill the association; and, the association bills the resident.
The residents complaint is not with HiPOINT it is with her association. Which has already informed her the same.
Customer response
11/13/2023
Complaint: 20810266
I am rejecting this response because: Please do not close my Complaint ID #******** regarding fraudulent charges from HiPoint Technology Services, Inc. It has not been resolved. I am providing additional details in this email.
On October 20, 2021, when I first heard that HiPoint would be installing new cable/internet in our condo building in early 2022, I immediately called HiPoint and spoke to *************** I alerted him that only one cable/internet account should be installed in my single residence, which was combined from Units **** and **** over thirty years ago. ******* said he would escalate my message to his management. When the installation crew showed up in January 2022 I again stressed that only one account should be installed (and billed) for my residence. A few months later I received my first bill (on a pass through basis from the bulk bill sent to my condo association) that charged two accounts for my one residence. HiPoint had gone ahead and activated ********* Account Number ending **** for Unit ****, which I expressly told them NOT to do. I have never used ********* Account Number ending **** assigned to Unit ****.
This is a five year contract. For 2022 and 2023 I have been fraudulently charged $1575 for the unauthorized ********* Account ending **** assigned to Unit ****. Over the five years of this contract the fraudulent charges will total $3939.
HiPoint needs to cancel ********* Account ending **** assigned to Unit **** immediately and the bulk billing needs to reflect that Unit **** does not have a ********* Account. ********************** needs to refund $1575 to me for the unauthorized charges in 2022 and 2023.
Sincerely,
***** WildBusiness response
11/13/2023
As stated earlier, we do not bill the client; also, the complaint that this client has filed is misleading too.
Complaint ***************** Issues
There are no service issues.
Regardless, we do not bill the client rather bill the association and the association bills the client. Again, this client does not have a service issue and has to contact her board and association manager to resolve the billing adjustment that needs to be contractually changed with our organization.
If in fact her goal is to remove the added billing, she would need to take it up with her association not our company. The contract we signed with the association has to update their buildings by-laws the unit count and then resign a contract with us. We can not do this independently.
Customer response
11/29/2023
Complaint: 20810266
I am rejecting this response because:HiPoint is attempting to obscure their fraud with their November 13, 2023 response toBBB. HiPoint continues to fraudulently overcharge my condo association for the unauthorized ********* account on Unit ****. My condo association passes this fraudulent charge on to me. I repeatedly informed HiPoint from October 2021 through January 2022 to be sure no ********* account was activated and billed TO MY CONDO ASSOCIATION for Unit ****. They went ahead and activated an account for Unit **** and have been including this in our association bulk billing since January 2022. The source of this fraudulent charge is HiPoint and not my condo association. HiPoint absolutely can correct this independently (unilaterally, without contract revisions). A service provider can independently REDUCE the total amount of a bulk billing. Obviously, they cannot unilaterally INCREASE the total amount of the bulk billing.HiPoint needs to correct this immediately, by cancelling the unauthorized ********* Account on Unit ****, deleting this amount from the total bulk billing to our association, and refunding $1575 to me for the fraudulent charges since January 1, 2022.
Sincerely,
***************Business response
11/29/2023
The building by-laws state the building has 223 units and has contracted HiPOINT to provide Internet & TV services to the residents in the community of 223 units. Every unit in the building gets a default account for the service as per this contract. The residents are not charged directly under the account for any ******************** included in the bulk contract. The Building pays HiPOINT for the bulk service provided as per the terms of the agreement and has not approached as to amend this agreement.
There is nothing our team can do to help the resident as this is regarding a legal agreement between the building and HiPOINT. The resident is not a representative of the building management or the board to discuss any changes to the legal agreement in place.
The only way we can modify this agreement is if Ms. **** legally changes the unit into one unit and has the by-laws of the association change the unit count. At which, time she would have the board modify the agreement with HiPOINT. She has also informed us and the building management that she do not wish to legally combine the two units she owns.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.