Customer Complaints Summary
103 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 20
Billing / Collection Issues 70
Problems with Product / Service 12
Delivery Issues 0
Guarantee / Warranty Issues 1
Total Closed Complaints 103
Additional Complaint Information
Complainants typically allege they believe they sign up for one day or
one month of service but are unaware that the service is recurring and
their accounts are billed monthly. Some allege they contact the
company for refunds or to cancel the service but experience difficulty
doing so. In some cases, complainants were billed for services after
they cancelled and in other cases they experience charges although
they are unable to connect to the internet. Generally the company
responds to complaints by issuing credits or refunds, apologizing for
any problems or inconvenience, or cancelling accounts. In some cases
the company provides detailed explanation of their policies and terms
that are found on the sign-uppage for services.
Customer Complaints Summary
103 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 20
Billing / Collection Issues 70
Problems with Product / Service 12
Delivery Issues 0
Guarantee / Warranty Issues 1
Total Closed Complaints 103
Additional Complaint Information
Complainants typically allege they believe they sign up for one day or
one month of service but are unaware that the service is recurring and
their accounts are billed monthly. Some allege they contact the
company for refunds or to cancel the service but experience difficulty
doing so. In some cases, complainants were billed for services after
they cancelled and in other cases they experience charges although
they are unable to connect to the internet. Generally the company
responds to complaints by issuing credits or refunds, apologizing for
any problems or inconvenience, or cancelling accounts. In some cases
the company provides detailed explanation of their policies and terms
that are found on the sign-uppage for services.
Complaint: 07/19/2012: Deceptiverepresentation of the product offered.
I thought I was buying a 1-time connection at Logan airport; which I
did not ever receiveanyway.
Business response: We're so sorry to hear that you had a negative
experience with us. Rest assured that we would never, ever try to
deceive our customers. According to our records, I see you
contactedour customer care team, and they gave you a refund for the
last four months of charges in addition to closing your account. If
there's anything more we can do to help, please let us know! Warm
Regards,
07/18/2012
Billing/Collection Issues View Details
Additional Notes
Complaint: 07/18/2012: I have called 3 times and been on hold for12-20
minutes. Cancel this service that I signed up for a 1 time use at an
airport! A year later I have been calling & disputing withAmerican
Express, this is a scam and I want this stopped & charges refunded!
All charges over last year are in dispute! I am sending copies to
American Express, BetterBusiness Bureau and Attorney General. I will
expect this to be taken care of at once! Reference Number:
320121630189713222
Business response: We're so sorry you had a negative experience with
us. Rest assured, we are *not* a scam and would never charge your
credit card without your permission. It sounds like you may have
inadvertently signed up for a recurring monthly subscription. We'd be
happy to investigate what happened, help with whatever changes you'd
like, and try to makethings right. But first, will you please email
lsanyal@boingo.com?We don't have quite enough information in this BBB
post to verify your account. Thanks! Then, we'll be glad to assist,
pronto. Warm Regards, Ms. Sanyal
07/10/2012
Advertising/Sales Issues View Details
Additional Notes
Complaint: 07/10/2012: I connected to the Boingo WLAN at Newark
airport (NY) and a page allowing me to register for a Boingo account
came up. I picked the button that said "AsYouGo" which informed me
that I would be able to connect "all my devices" to the internet - not
a word about anyextra fees. I purchase the service and connect my
laptop and my phone. A while later I notice there are two identical
charges on my credit card so I go to their website which, after I
found the very well hidden unsubscribe button, tells meI can't
unsubscribe right now and instead have to contact them. Theypromise to
respond within 24 hours. It has now been over two days and I have sent
a second email that has yet to be answered as well.
Business response: We're so sorry to hear that you've had a
disappointing experience with us.:( We'd like to investigate what
happened, fully explain, and try to make things right. But first, we
just need a little more information to verify your account. Will you
please email lsanyal@boingo.comwith your Boingo username and email
address on file? Thanks very much. Warm Regards,
06/29/2012
Billing/Collection Issues View Details
Additional Notes
Complaint: 06/29/2012: On 6/22/2012 I connected to a BoingoWireless
hotspot at the Detroit Metro airport. After logging into my Boingo
Account from another device to obtain a receipt, I was unknowingly
received multiple additional charges as a result of accessing my
account from the separate device. I contacted Boingo Wireless support
to explain the situation and they were uninterested in assisting me to
remedy the situation.
Business response: Thanks so muchfor writing to us. We're so sorry
tohear you had a negative experiencewith us. We'd like to explain what
happened and try to make things right. It looks like you received a
total of three Boingo AsYouGo charges from us for connecting on two
devices at Detroit Metro Airport and then connecting two days later at
Houston Bush Airport.We want our customers to understand exactly what
their plan provides, so that's why we include a detailed plan
description in the very first step of sign-up. The plandescription
presented to you says:"Enjoy 24 hours of Wi-Fi access onthis device at
this hotspot for$7.95. Plus, use your Boingo account to stay connected
at hundreds of thousands of hotspotsworldwide; prices vary by
location."We understand that you may have been in a hurry and just
missed thispoint. As a courtesy, we have refunded $15.90 USD back to
you for the two charges you weren't expecting. Please note: It will
take48-72 hours for this amount to appear on your credit card
statement. For reference, your confirmation number is 1635306. If
there's anything more we can do to help, please let us know! Warm
Regards, Lauren Sanyal Boingo
06/22/2012
Billing/Collection Issues View Details
Additional Notes
Complaint: 06/22/2012: I had cancelled my service with Boingo wireless
on August 11, 2011. Thiswas acknowledged by Boingo in my telephone
call with them earlier today, June 20, 2012. Since that day, Boingo
wireless has charged my credit card for $127.20 in unauthorized
charges. My request for reimbursement was refused. I was told that it
is the policy at Boingo that if you cancel online, that it is only a
downgrade of service to a per use basis at $7.95per use. The monthly
unlimited rateI cancelled was $9.95. I was referred eventually to a
Mr. Michael Ortega at 310-405-5809who is a customer support
supervisor. He has not returned mycall. I am looking for a refund of
the funds taken from my account without my authorization. The useson
the account were from one or allof my 3 children who commute to
Seattle during the academic year. They did not have authority to use
the account either, but tried to seeif it was still working. Thanks
for all your help. I believe that when I said cancel it means cancel
and removes their authorization to charge my credit card.
Business response: Thanks so muchfor writing to us, We're so sorry
tohear you had a negative experiencewith us. I've spoken with Michael
from Customer Care, who let me know that he resolved your issue and
refunded $119.25 back to you. If for any reason you have additional
questions or would like additional help, please let me know. Warm
Regards, Lauren S.
1 2 3 4
BBB found business made good faith effort to resolve complaint but
customer not satisfied with business response (20)
07/30/2012
Billing/Collection Issues View Details
Additional Notes
Complaint: 07/30/2012: Boingo charged on monthly basis for the service
that I did not use. I used for 30 min or so on 8/19/2011 butthey
charge every month. I was notnotified to be charged on monthly basis
in the beginning of the service. Therefore, 11 months' worth of money
is charged unlawfully and wrongly.
Business response: Thanks so muchfor reaching out to us! We'd like
toexplain what happened and try to make things right. According to our
records, it looks like you may have inadvertently signed up for our
Boingo Unlimited subscription, which provides unlimited access to
Boingo hotspots throughout the Americas for only $9.95 per month. Here
is the plan descriptionwe presented during sign-up:"Enjoy unlimited
Wi-Fi access throughout the Americas on any two Wi-Fi enabled devices
for$9.95 each month. Wi-Fi connections made outside the Americas will
be billed an additional$0.12 or $0.18 per minute. BoingoUnlimited is a
recurring charge, butyou can change your plan at any time." We
understand that you were likely in a hurry and just missed this point.
As a courtesy, we have refunded $109.45 back toyour credit card, so
that you have only paid us for one month of access. We have also
closed your account. Please note: It will take 48-72 hours for this
amount to appear on your bank statement. Forreference, your
confirmation number is 1667592. If there's anything more we can do to
help, please let us know! Warm Regards,L. Sanyal
Consumer rebuttal: It's very interesting to say the least that Boingo
Wireless is thanking me for reaching out them. I have reached out
several times and they never responded this way. I had to spend time
and energy to talk about this matter with Boingo Wireless. However,
they had given me hard time providing any refund. Only through
complaint with BBB, they acted prudently and courteously. Boingo
Wireless wasted my time and energy through this process, and that is
not a good customer service by my standard and in anyone's as far as I
can say. Since Boingo Wireless has provided proper refund, I'll stop
pursuing other ways to get refund and make them pay for the time and
energy wasted. I'll never use Boingon Wireless service again. I would
not recommend them to any of my associates and companies. Just want to
say to Boingo Wireless, if you treat your customer right, theywill
keep using your serivce and recommend to others. That is better way to
build company image and brand name. You only have limited chance to
impress your customer. Penny wise can be million dollar fool often.
06/01/2012
Guarantee/Warranty Issues View Details
Additional Notes
Complaint: 06/01/2012: Boingo advertised a $25 amazon.comgift card
when you sign up for Boingo Wireless for more than 60 days. After 60
days, I had not received the gift card. I emailed Boingo twice to
inquire about the gift card. Each time, I received an automated
response that someone from the marketing team would contact me. Nobody
has contacted me yet.
Business response: Thanks so muchfor writing to us! We're sorry that
you've had a negative experience with us and haven't received your$25
Amazon.comGift Card from us yet. Here's your code: QV49-6GPR54-EXVA.
If there's anything more we can do to help, just let us know! Warm
Regards, Lauren Sanyal
Consumer rebuttal: I thank you for providing the gift certificate.
However, now I am encountering a new problem with boingo. I cancelled
my subscription on your website and yet I am being chargedfor another
month. I will attempt toresolve this problem through my online
subscription service but please be aware that I will not consider this
dispute settled until the new charge is removed.
Final business response: We're so sorry to hear about the trouble
withcancelling your subscription. :( To recap from our email exchange,
youwere in touch with our Customer Care team who resolved your
issue.If there's anything more we can do to help, please let us know!
Warm Regards, Lauren Sanyal
05/14/2012
Advertising/Sales Issues View Details
Additional Notes
Complaint: 05/14/2012: Apparently, Boingo charge extra for using their
service during the flight while I paid, just before boarding, for a
24-hr connection. They also charge for using the pass on another
device. Then they hide behind the fine print in the agreement. People
do not have time to read all when they are in a rush at the airport to
read all the details. Morevover, it is a bad practice of a shady
subscription service to charge extras, using thecredit card that was
already provided, without proactively letting users know they are
being charged extra. Problem is that mayairports have only Boing as
the internet provider. That should change. See Boing facebook page for
how many people complain and disatisfied with their service. This is a
scheme business that rely on business subscribers who do not check
what they are being charged for.
Business response: We're so sorry to hear that you've had a negative
experience with us. The last thing we ever want is to make our
customers unhappy. We'd like to take a look at what happened, explain
fully, and try to make things right. It looks like you signed up for a
Boingo AsYouGo account in New York Laguardia Airport on February 20th.
We wantour customers to know exactly what their plan provides, so we
present your plan description at the very beginning of sign up. The
plan description you viewed states:"Enjoy 24 hours of Wi-Fi access
onthis device at this hotspot for$7.95. Plus, use your Boingo account
to stay connected at hundreds of thousands of hotspots worldwide;
prices vary by location." So, when you log into your AsYouGo account
from a second device, this results in a second charge. Similarly, when
you connect in-flight, that's a separatelocation with its own pricing,
so you'll be charged a connect fee for that, too. We've also created a
special page when you log into the in-flight web portal that describes
this connect fee in detail. However, we never want our customers to be
confused about our locations and what their plan provides, so we'll
identify ways to make these points clearer. Have you downloaded our
app, Boingo Wi-Finder? It automatically notifies you when you're in a
hotspot and alerts you of additionalcharges, in addition to great map
functionality and easy connecting. As a courtesy, we've refunded$39.80
to you, as requested. Please note: It will take 48-72 hours for this
amount to appear on your credit card. For reference, your confirmation
number is 1582237. If there's anything morewe can do to help, just let
me know! Warm Regards, Lauren Sanyal Boingo Wireless
Consumer rebuttal: Consumer writes: The company's answer, Boingo
Wireless, is far from satisfactory. In fact, they admit that they do
not alert users of the additional charge from the plane, while they
mislead customers to think that the 24-hr internet access they just
purchased in the airport can be used from multiple other locations,
including from the plane. Apparently it is a one big scheme as they
charge additional money for different locations. Boingo Wireless
should be forced to alert users that they are being charged extra from
another location when that payment is being charged. Letting users
know that the first purchase is limited tothe airport area only, in
the small letters of the first purchase, is notrelevant. It just shows
Boingo's shady practice to extract more money from users without them
knowing they are being charged extra from other locations. I wonder
what kind of escalation andexposure of this misleading practice BBB
can take here. Many companies, mobile carriers for example, are forced
to alert users every time they are being charged for a premium
service. The same should apply to Boingo.
Final business response: Thanks for your response! Actually, as I
mentioned in my reply, we *do* notify you of how much you'll be
charged for in-flight Wi-Fi. After you click "Connect" on both the
webpage and our app, we let you know that in-flight connections arenot
included in your plan *and* theamount that you'll be charged. We also
require you to confirm these charges before you're connected. We'll be
happy to take a closer lookat how we communicate these points to
customers and identify ways to make it clearer. As always,we really
appreciate the detailed feedback about your experience, sothank you!
Danielle DiMatteo David Hagan ACI World/North America Conference & Exhibition
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