The Denver/Boulder Better Business Bureau has issued a warning to consumers about concerns on CenturyLink Inc.'s advertising claims.
Consumers have complained that they are charged more than the price they agreed to when signing up for service from the phone and broadband company and they don't receive the speed and quality that is promised, the BBB said.
The BBB says there have been 11,954 complaints about CenturyLink logged on its website over the last three years. The complaints are from consumers across the country.
The non profit requested that a number of claims be modified in accordance with the BBB Code of Advertising, through which BBB reviews local business advertising and challenges any potential false or misleading ads to protect consumers.
However the BBB says since reaching out in September, CenturyLink has acknowledged the request but made no changes.
Due to the pattern of complaints and failure to correct advertising concerns, this business now has a C rating with the BBB. The group told our partners at the Denver Business Journal that they rarely issue these kinds of warnings for consumers.
In response to the BBB action CenturyLink released the following statement:
CenturyLink strives to ensure its advertising is informative and to provide the best possible service at all times. As a customer-first business, we take any complaint seriously and work diligently to provide each customer with a fair and quick resolution.
And where our investigations into complaints show that process changes can improve the customer experience, we make improvements and incorporate them into our employee training and customer outreach. Improving the customer experience is our constant objective, and customer feedback, even if negative, is an important part of this continuous effort. Feedback is always welcome.
If customers have billing questions, they can contact us at 1-800-423-8994. And, with our enhanced online experience, customers can easily access and view their account at www.centurylink.com.
