HardinNet
Hardin Net Company rejects customer due to their own mistakes! Poor customer service & business ethics

We signed up for a Wireless Internet Service Provider (WISP) in our area because we are unable to get DSL/Cable Internet where we live. During installation the install guy told me that he is mounting an older radio (mounted antenna to receive the signal) on our house but assured me if there were any problems to call and he will replace it. The first week we discovered there was a problem. The signal would work great for about 10 minutes then cut out completely disconnecting ALL computers in our house. Then they would stay disconnected for about 3 to 5 minutes before the connection would come back up. I sent an email to their support email address and waited for a response. They never called or emailed me back so I called their support phone number. I get an answering machine. I left a message to have them call but no return call was ever made. I gave them time and they just ignored my calls and emails. It must have been a problem with the network because about 2 weeks of poor internet service and suddenly the connection became somewhat reliable. It still disconnected but only every 30 minutes or so not every 10 and it wasn't down long. It never reached peak performance but I was excited to have broadband internet.

We set up our account to be paid automatically by charging our account. This moderately acceptable internet continued until April (about 7 months later). At this time it would disconnect every 10 minutes again and stay down for up to 15 minutes. May 13th we send an email to the billing department to let them know we closed the account they are automatically withdrawing our payment from and that they need to send us paper statements.

Frustrated about the internet completely not working I email HardinNet and let them know its not work. No answer. So again, I email HardinNet and let them know its not working. This time my email gets sent to the company president. He replies on 5/28 with the following quote from his email: "I am sorry our service does not meet your standards, so I will have our installer remove the equipment and cancel the service. Jackie will credit your account for the month. I hope you are happier with your next provider. Byhalia.net offers service in your area".

Completely dumbfounded that the company president would email me the address of their area competitor I replied "Nobody said anything about canceling our service!", "We are happy as long as it works", "Fit it".

At this time we are mad and aggravated that they will not come out and fix their equipment or at least give us an explanation as to why its not working. We complain they ignored us. Finally after so many complaints now they are canceling our service?

The next day we receive a call from "Jackie" who is the office secretary. She says "We don't want you as customers anymore" and "You didn't have a problem with your service until we found that we haven't been billing you". We had no idea they hadn't been billing us because it was billed to a credit card and we just pay on the card.

We emailed their company president again and said "We had no idea we weren't being billed but that's your fault not ours". We offered to set up a payment plan to pay for the 7 months of free service because we pay our debts. We explained the entire situation to him that we haven't had good working service since we signed up and that we want it fixed. We will pay any amount due and pay (on a plan) towards the 7 months they messed up on and didn't bill us.

The final email from the president of HardinNet says "My apologies for any service/support issues you have experienced. Your billing is current and the seven months of free service is a mute issue. Obviously you are not happy with Hardin-Net service/support. With that in mind and the fact that i will not tolerate abusive and degrading emails, I believe it best to part ways. We will schedule a service call to pick up the radio/power supply"

This after we told him we wanted to keep it as long as they fix it. Here are the issues; We have poor internet quality so we call to have it fixed and couldn't reach anyone. We email support with no answer. Finally a guy answers and he comes out and blames our router (even though I can connect without the router and it does the same thing). After the install comes out for a service call I email them again saying I checked the router and its still not working. We emailed to have our auto payment stopped and billed by paper statement (which they actually replied to). My technical support email gets sent to the company president who immediately without questioning the situation sends us an email saying he is canceling our service.

HardinNet does not stand behind their product. They do not help their customers. They do no answer technical support emails. They do not care about keeping customers. What kind of "Owner" refers their customers to their competitors. Don't ever call with a problem or they will cancel your service. Their problems start at their upper management.

We would have loved to stay and was thinking about calling to see if they could upgrade our package but because the company president's pride was hurt and when they discovered they made a mistake and lost a bunch of money because they didn't bill us, they scheduled a service call to pick up their equipment.

I will admit that my last email (after they said they were canceling our service) may have been a little "PG-13" but in no way was abusive. Degrading yes but not abusive. They took a potentially good customer and canceled them for no reason. If they had fixed the problem they would have had a good paying customer.

On a final note, after receiving the "Cancelling service" email from the president and them saying we are bad customers, I called to ask why they would cancel and their voicemail says "We are currently experiencing problems in the byhalia area". I'm the phone who emailed them in our family complaining but the account is in a family members name. How can they cancel someone's account by receiving emails from someone who isn't on the account???

Good Riddance to HardinNet!

Company: HardinNet
Country: USA
State: Ohio
City: Hilliard
Address: 3455 Mill Run Drive Suite 300
Phone: 6148271216
Site: hardinnet.net

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