Cool Access Llc

Internet On Line Service Providers
Satellite Equipment & Systems Retail

Customer service is horrible. Rude. Service started off fine in 2008 but starting in about 2013 it became spotty, buy 2015 - we went months with no service. My manager would enter new contracts at her house. When I cancelled because we were receiving NO internet....in other words - you are not providing what I paid for....they charged a "final 30 days"...OF WHAT?!?!? STAY AWAY!! RUN

I called and asked for an installation. Some man came out in his personal truck, unshaven, unclean looking, and completely unprofessional. He said he was contracted out by Cool Access. He took about 4 hours to get my installation finished. At one point he said he was going to check what was going on with the tower, said he would be back in 15 minutes, and left. An hour and a half later he still had not showed back up so I called him to see what was going on. He said there were "problems at the tower" and offered no explanation whatsoever for having me wait over an hour for him after saying he'd be back in 15 minutes. He came back pretty soon after that, and got things done. I was unhappy with his service, professionalism, and the amount of time it had taking him to do the install so I attempted to call the company and talk to someone in customer relations. No such department and now I know why! Finally after having to practically argue with the woman who answered the billing department phone number, she put me on with someone who she said was a "manager." This person was just as rude as the service man and the woman in billing. At one point when I said, I was so unhappy with the service that I would like to change, he said, "Good luck, noone else services this area!" I finally asked if could have the contact information for the owner. He would not give me any information to call someone above him, but said all the information I wanted was on the website for coolaccess. WRONG! When I went their the only phone numbers are for Sales, Billing, and tech service. The tech service is also terrible. Each of the many, many, many times I've called in when I have no connection, they tell me the same "fix". At which point, I have to explain that I've already tried that. Then they say they will have a service man come out and look at the router and the radio in the antenna. At which point, I say, they've already done that and it's been less than 6 months ago, would it already be broken again? Then they say well let me look at some other things. They ask me to try and log in and say it's not showing up...blah blah blah. Today they had a man come out, and my sister dealt with him as I was at work. At one point she asked how long he had been doing this kind of work. His extremely unprofessional reply? "I read up on it yesterday." They don't care because they don't have to they are contract. He also tried to act like all the problems were things I had done, but all the things I had done that he mentioned, I had not done until AFTER the service would NOT connect so they were irrevelant. My sister overheard him calling in and telling them to change the tower to the North tower from the West tower (what I had before) because they seem to do better. Mind you, he didn't tell my sister this, she just happened to overhear it. They are TERRIBLE, and their is not ONE person yet that I've talked to who DOES care, and you cannot get anyone to give you contact details on someone higher up...owner.. CEO..whatever. Today, I did find online that Tier One bought Cool Access in Sept. 2008 and that the president/CEO is someone named Keven Weaver. I plan to do my best to find a way to contact this person to see if he knows what is going on at the lower levels! With any luck, he will fire everyone who is so incredibly incompetent. On the other hand, I doubt he's any different as he is very obviously not CHECKING on these people at all! So I will do the next best thing and write as many poor reviews as I can and send info to Better Business Bureau! I cannot believe they have the nerve to list BBB on their website!!! TERRIBLE service! Do anything other than pay these people to install their awful equipment that is connected to their "towers" that never work properly!