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Amtech

N Chesterfld, Virginia, United States, 23236-3669

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Amtech Reviews (%countItem)

My apartment complex provides free internet (at low speeds) through Amtech, who also offers upgrade options. Since the speeds were almost unbearably slow, on August 22nd, 2019 I called the provided number and opted for their 50mbps speed at an advertised $*** a month price. Although the price was accurate on the bill I received two months later, the upgraded service was NEVER provided. The company neglected to change anything involving my service and billed me for those un-rendered services, which I unfortunately paid. I do feel that the company owes me $*** for those never provided services. Today (October 15th, 2019) I called Amtech and had them remove the non-existent upgrade from my plan, which they were happy to do. Other customers who live in this apartment complex have told me that Amtech doesn't even advertise that plan anymore but they do not communicate with the customer.

Amtech Response • Nov 06, 2019

Mr.,Our records show we processed a refund on October 31, 2019 by electronic check and a member of our escalations team reached out to notify you of the refund. Please allow up to 14 business days to receive payment. We have confirmed the service upgrade charge has been removed from your account and you will receive no additional charges.Sincerely,Amtech

Customer Response • Nov 06, 2019

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the offer made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards

I had been looking for a new place to live and came across *** It was this vs another living area. This company is the host for the internet and I contacted them via this website *** To my surprise the person who answered my email was STEPHEN L VP OF BUSINESS DEVELOPMENT • BUSINESS DEVELOPMENT. *As per his signature on the emails

After talking with him he informed me *Multiple timesThat Quote" I am not sure what property on *** but all of *** have 25MB/25MB which is included. There is an upgrade path to at least 100MB but not sure what property. "

I was lightly surprised and doubled checked to make sure he was typing it correctly to which he said in email " 1 megabyte = 8 megabits.

We use MEGA BYTES"

I was excited and applied and even was accepted for the apartment. I have now just learned that they only offer 25 MEGA BITS
I am now wondering why the VP of a company would say one thing and it turn out to be a much smaller amount.

I have already sent in a call to the company to see what is going on but I wanted to post here as well.

Amtech Response • May 24, 2019

The customer was informed that is MEGA BYTES. Nobody uses bits. I constantly emailed this customer informing him of the speeds at ***. He can upgrade to 100 MEGA BYTES if he needs to. Not sure why he is putting into ***. There are over 60+ residents at *** that is receiving 25MB. I have been trying to help the customer.

Amtech Response • May 28, 2019

It is mega bits. Mb This is the norm throughout the industry. I apologize for any confusion

Customer Response • May 28, 2019

Revdex.com:

My issue with the answer is that because of previous multiple assurances by the person I went ahead and entered in a year long contract with the place we are moving to. We are not able to back out any longer and the assurance of the net speed was a large part of picking said apartment. We had other options but with the assurance of the 25 MBS net speed we picked this current one and now we are tied to it. I was assured by someone very high up in the company multiple times, entered a contract then was told otherwise for the internet speeds. I trusted the person because of their postion in the company that they would be correct in their information.

Regards

Amtech provides the internet service for my apartment building which includes internet in the rent. The included package is 25 mbs (though you rarely actually get those speeds.
The problem started when I wanted to you upgrade my service to 100 mbs. The cost is /month (steeper than most). I called in Dec 2018. I was told a technician would contact me in 24-48 hrs to upgrade the service. I finally got a call 7 days later.
The gentleman was rude, short, and kept me on the phone for 30 mins asking me to continuously unplug and plug in my router so he could find my connection. When I asked if had it and needed anything further as I needed to leave for work, he stated "no all set."
I tested my net speed several times of all times of day and night subsequently and it never pulled more than 40 mbs. I assumed (based on the speeds and his attitudes) that he never finished the work.
Flash forward to Jan and my receipt of a bill for $***. I called that evening (the bill arrived at 9:04 pm) and no one answered (they claim 24/7 customer service). I both waited on hold (with constant message of "your wait time is 1 min" and did the requested call back when option. I did not receive a call back.
I reached out the next morning and got an answer. The gentlemen informed me it was being "elevated" and marked priority. He also indicated that even if the service had been done, the bill was incorrect as 2 months should not yet be due.
I received a call at 4:20 pm from a tech who said her records showed I was never upgraded. She then asked for my MAC address (both times the sales reps say a tech has come to
out; yet both times I was told they could do it with just my MAC address-I have no clue why if a MAC address is all that is needed, this has to be 2 separate processes or why the sales reps say someone has to come to the unit).
I informed her I was at work (as most are at 4:20 pm) and I would call her back. She gave her ext. I called back ar 4:42 and no one answered and it appeared I had been given the wrong extension. I then tried several extension between 4:42 and 4:49 leaving various voicemails as no one answered (their stated office hours are 8-5).
I then called back to talk to the main customer service line to figure out why I was being charged for a service that was never completed (promises of services plus not completing the service but charging for the service=fraud btw).
I asked to speak to a supervisor but "none were on the floor." Yes, I was told not a single manager or supervisor to be found. I was placed on hold again while was attempted to be located. The call was disconnected.
I then received a call back and was so frustrated with the incompetence and poor customer service, I said that I no longer wished to even bother with the upgrade and to zero out the charges. I was told I would receive a confirmation call of the charges being removed approval/confirmation and it was being "elevated to corporate level."
Despite the above, I got a call in the morning from the tech leaving a voicemail to get my MAC address and saying she "was hoping I had called by 5" (1. I did call by 5 and 2. clearly they had not gotten the notice that I no longer wish to upgrade).
I am still waiting on my "confirmation call" regarding the zeroing of my charges.
My opinion is:
1. If their are the provider for your service, don't waste your time on the hassle of an upgrade.
2. If you are a property, find a company that does better by your residents than this.

Worst service ever! Internet drops at least 20 times a day. We've called them at least 3 times a week about this and all they say is the unit owned by *** whom they use for internet is down. It has taken me 25 minutes and several loads just to leave this comment. I wish our lease allowed us to find another provider. And sad to say we will have to deal with them for another year and a half!

I moved into *** in *** on 9/9/18 so for I have only had adequate services for maybe 3 days and not in a row. We can't get any other service from any other provider and I think that is why Amtech does not care about the service we receive. I pay *** a month and my lease is suppose to include services from this company. They have an answering service department that takes calls for them and makes it almost impossible to speak with someone from the actual company. I work from home and need adequate internet services in order to pay my bills. This is ridiculous and to constantly place blame on *** is unprofessional and unbelievable. I'm definitely not looking forward to my 2 year contract with these people. And if it weren't so expensive I would actually break my lease with my loft community and find somewhere else to stay just to get away from Amtech

Amtech Response • Oct 30, 2018

This is an isolated incident affecting only this customer. All other residents from this property and its neighboring properties have not experienced the same drops in connection and we suspect it may be a faulty router. We have a technician assigned to this case and they will be dispatched to troubleshoot with the customer.

Customer Response • Oct 30, 2018

Revdex.com:

I have reviewed the offer and/or response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hello,
This is *** and per our quick conversation I am sending this email so that you may include in my rejection, the reason why. I am rejecting the messages sent by the business for several reasons. Number 1, I have spoken to supervisors both at the call center that they have managing their calls as well as the direct company. The last two names I recall were Sarah and Bob. They advised me on more than one occasion that the problem I was experiencing was not an individual issue, yet was happening to not only my entire building but the *** area residents that were connected to that particular "***" internet station. Secondly, I work from home as an Technical Support Supervisor, I know how to troubleshoot internet and have bypassed the router completely and plugged my computer directly into their outlet on the wall(hard wired) and the internet at the times of complaint was still not available. And third, I have been asking for a technician almost 2-3 days every week since I started with their service. I have had only one visit from a tech, who mainly troubleshooted the satellite(because it is also horrible) and a little of the internet issues. He advised me that he had to go into the top part of the building and fix something and I should not be experiencing the issues again. Needless to say not even a day later we had an issue with both services. My main concern however, is the internet because I work and now even go to school from home and it causes issues for both. I was denied a tech visit on the most recent calls 3 times in a row and was told by Sarah the company's manager as well as Bob who reached out to Sarah by email that it was ***'s fault.That was where they got their internet service from and there was nothing that could be done. The last couple of times Sarah even refused to call me. I have no clue why they are switching up now and trying to place the blame on a month old router, but that is not what I was told so that was a lie. A tech reached out to me yesterday and was supposed to call me back to schedule an appointment and never did. That is normal for them so I am no longer shocked. Internet and satellite is included in our rent of $*** a month, however we pay extra for a boost in speed which we have never received, as well as extra for a satellite package that we cannot enjoy as well because of the issues with that.

Regards

Amtech Response • Oct 30, 2018

There was a drop in internet service provided from ***, when checking with our internet engineer there was a miscommunication. The *** only dropped once. Amtech has many properties in the *** and surrounding areas and we have not received other complaints about internet dropping, if this was so I would have property managers and all of the building tenants calling. I myself, Sarah, Service Manager at Amtech have talked with Ms. several times, I do not have any messages from her or missed calls or they would have been returned. We have investigated the internet in her unit coming from the one Ethernet jack and it is working, we do not see any drops in signal/service. A work order was put in for her and the tech called to schedule and she could not talk. The tech has texted twice offering an after hours service call because she apparently can't be available between 9am and 5pm, but she works from home. This tech has not received any response back from the customer. When she first moved in she said something about the *** not working properly and a tech was sent right out, I have not heard about this not working or being an issue since then. We want to service the jack in her unit to see if that is the cause or perhaps it is the router, we cannot do that if she is not willing to make an appointment. Amtech is extremely customer driven and we want to make our customers happy.

Customer Response • Oct 30, 2018

Revdex.com:

I have reviewed the offer and/or response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***
This is not true. The fact about the internet not dropping, the fact about them only speaking to me once about a drop, or the fact of me reaching out without a phone call or communication from Sarah. If it is, she needs to speak with her calling center and the managers there because this was not what THEY told me and means there is a serious lack of communication. As far as the tech saying I was unable to speak is also a lie. I spoke with the tech yesterday and told him my working ours. I am in a new training with my job that is 100% attendance required or I will lose my job. I advised the tech that I work from 8 a.m. until 5:30 p.m. Monday through Friday. The tech advised me that he would be able to come at 8 a.m. Wednesday and would CALL me back which he did not. I have not received a text from anyone, which is by the way very unprofessional. If they feel thy did not or see they have not received a response back from a text, why would they not call like the tech promised? There seems to be a huge miscommunication within this company. Also, the one tech visit that I did receive, was on a Saturday. Which I am completely available and according to Sarah their techs work on. I do not like nor appreciate the dishonesty that are coming from these responses and I am getting very irritated. I know for a fact there are SEVERAL tickets with my name, number and address at that call center for both services because the managers there have confirmed it. They even know me by name because I call so much. The last manager I spoke with who the rep that transferred me referred to as "Bob" emailed Sarah while on the phone with me and received a immediate response stating the same thing about the *** tower, which Sarah has advised me out of her own mouth twice. He also said that he would ask Sarah to reach out to me which she never did. 1 out of the 2 times I spoke with he about the "*** tower" which was the last time me and her actually spoke I even asked her what was she planning on doing about it since it was a wide spread issue. She stated again out of her own mouth that there was nothing she could do, that "they receive a lot of complaints about it and its just when *** drops that their service drops because that is who they go through." I have no reason to lie and gain the ONLY reason I am even writing this complaint to the Revdex.com which I never do because I am not even one who likes to complain, is because this is my LIVELY HOOD and the way I make my money and they seemed to careless until this complaint was even open. Each response is making me more and more upset because it is full of lies and lost effort. Plus I am trying to work. My phone is right beside me. It is now 3:52 p.m. and I have not heard or received a phone call from the tech since last night.

Amtech Response • Nov 01, 2018

A tech has called to schedule before or after our business hours to accommodate her schedule. I hope we can get Ms. to answer and agree to a time so we can rectify this situation.

Customer Response • Nov 08, 2018

Revdex.com:

I have reviewed the offer and/or response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,
I reject this offer. Tech came. Didn't do anything but go to closet in hallway and talk on the phone to someone about nothing being wrong. Said he would call with the final outcome. Never heard back from him. Internet has been still dropping since then. It's now 9:32 a.m. on 11/8 I haven't had Internet for 40 mins. I called, got the calling center as usual. Spoke with rep Mike and supervisor John. Said they have no records of tech. Last note was feom 10/23. I was supposed to be to work at 9 a.m. this could cost me my job and my place of living. I have pictures but can't upload them because im using my phone.

Amtech Response • Nov 09, 2018

We sent a tech after hours to accommodate this tenant, we also had a second tech go out that evening to work on our equipment on the roof. We have not heard from this customer since that evening. There was a brief power outage yesterday which caused her internet to go out, everything came back up and the whole property has been tested and is working.

I moved to my current address at the *** complex in *** on July 31st of this year. I previously had *** service at my old address, and was told by the *** that *** was an option for their tenants. I called *** on 7/25 to initiate my move, and they instructed me to call a company called Amtech to connect my new service. I called Amtech on 7/25 to schedule my service connection. I informed the representative that I was an existing *** customer, and he took my relevant information. He scheduled my service appointment for 8/1, provided me with a confirmation number, and ended the call. At no point did he mention any fee for this service.

A tech showed up on 8/1, but was unable to connect my service. Another tech came back a week later and was able to successfully connect my *** service at my new address. He told me to call *** to tell them my move was complete and to update my local channels, and then he left and that was that.

On 9/24 I received a voicemail from a collection agency informing me that I had a $*** outstanding balance with Amtech that required immediate attention. I called Amtech that same day, and they said the $*** charge was their fee for connecting my service, and that they had sent me emails several times with the invoice (I never received a single email). I asked why I was not told about the fee when I scheduled the service, and the representative had no answer and said he would escalate to his corporate office. I asked why they did not mail the invoices instead of just emailing, and again no answer. I asked him to verify my email address on file and it was completely wrong. He said he would update their system with the correct email address and have someone from corporate get back to me.

A few days went by and I never heard anything, and then on 9/29 I received an email with the invoice for $*** saying it was due on 10/18.

Amtech Response • Oct 03, 2018

Our call center is trained to notify all customers of charges prior to adding them to the bill. Since the address was incorrect in the system, this customer did not receive proper notice of the charges and thus we will be waiving the balance of $.

Customer Response • Oct 04, 2018

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the offer made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards

I'm forced to use this company because it's the sole ISP for my apartment complex (***). The company is supposed to provide paltry 25 Mbps download speed (per FCC broadband regulation), but on a good day I get 5 Mbps. And that's with a wired connection. I called their customer service 10 (business) days ago and have yet to receive a call back. Please do me and yourself a favor, avoid this company at all cost, it's not worth it. Secondly avoid any apartment complex the provide service to.

I get internet through my apartment complex that is provided by Amtech. We are supposed to get 25 mbps as part of our lease. I never had more than 10 mbps and the service was always spotty and terrible so I called them to pay for an optional upgrade to 50 mbps, hoping that I would get at least 30. First, they had me wait two days at home for a technician that never showed up, only to tell me later I didn't actually need a technician. I called 6 times and was told to wait over and over, until someone finally told me nevermind, I didn't need it.
Finally got things set up and received their provided router in the mail and hooked it up and it still didn't give me more than 25 mbps. Tried calling several times but just voicemail and their customer service agent (Joey) said he tried to call me but my phone was disconnected (it wasn't).
Finally, got them on the phone and discovered that the router they sent me was faulty. Now, they are billing me for the two months of service that I never received because they are saying I shouldn't have used their faulty router, since I had the option of buying my own. Like I knew the problem was the router and not the line? Bottom line - they provided bad equipment and a bad product and want me to pay them anyways. When I tried to explain that I did not receive the service so I did not think I should pay for it, they told me there was nothing they can do. The service was there, regardless of whether or not their provided equipment allowed me to use it.
Scam business, bad customer service, terrible product. AVOID.

Amtech Response • May 11, 2018

Our records show that the customer did not call in to report issues with service until 2 months had passed from the upgrade's completion. When she claimed to have slow speeds, our technician, Joey, had her bypass the router to test the speed directly through her Ethernet port and she confirmed that she was receiving 50 Mbps to her computer. The router was not giving her the same speed wirelessly so we offered to replace it and the customer refused. We have credited back all charges for router leases over the past 2 months but have not credited the bandwidth upgrade because the customer confirmed that she was receiving the speed. Amtech is contracted to provide wired, not wireless, internet speeds to the property and to its residents.

Contsantly having to call in to report outage or slower than advertised speeds. Weekends are always a bad time for internet speeds as well. Customer support is not very helpful and often times rude. They also do not inform you of what actions will be done to remedy the situation other than they are submitting a support ticket. Would not recommend to anyone.

Amtech Response

called to create a service on 6/9/2017. Our technician called an hour after his call was placed and left him a voicemail. We have documentation that the technician made multiple attempts to reach the customer to schedule a visit. The ticket was closed due to inability to get in contact with the customer.

I have AmTech’s internet service at a property in Ocean City, Maryland. The price was attractive however the internet service is horrible. It constantly drops service or just stops working. When you call to have it fixed, they will tell you that someone is coming out or attempt to fix it remotely. About half the time the service will be restored and you will go another week to 10 days without a failure. The rest of the time the service remains down for weeks or months until you call enough that they ‘promise’ to fix the problem. I’ve called so many times they gave me a direct number to a technician (#310, Joey). The straw that broke the Camel’s back for me was Thanksgiving. I called 2 weeks before Thanksgiving because the internet was not working. They promised to fix it. I called the Tuesday before Thanksgiving again because, you guessed it, the internet was not working. They temporarily fixed the problem but by Wednesday evening the service was down again and on Friday they told me that they would try to get someone to look at it on Monday. I can’t wait for my contract to be up!

Amtech Response

This customer experienced outages over the Thanksgiving holiday and a delay in having his service restored because we did not have technicians working on Thanksgiving. 3 days after this comment was posted, on November 27, 2017, one of our technicians reached out to the customer and offered him a recurring % reduction on his annual service cost and informed him that the outage was fixed by replacing equipment in our infrastructure and our network was stable in his building. We received a positive response from the customer on November 28, 2017.

I have not had service for two days. They are refusing to send a technician out until I provide a credit card number. I rent my equipment from them but if the equipment is faulty I have to pay to get it fixed. I have been nickeled and dined since I started Service with them last year.

Terrible customer service. Condescending lady named ***.

Amtech Response

The customer, ***, created a complaint about not having service for 2 days. He called in to make the complaint on October 3rd but his service had already expired on September 26th. We provided him with one week of free service after his subscription expired and then disconnected his internet. He is complaining about paying a lease fee but he has not paid this fee. We are charging him to re-activate his account but he is refusing the charge. We would be happy to lower the charge from $*** to the regular monthly payment of $***.

If you have any additional questions, please feel free to give me a call at ***.

Thank you,
Donita del R
Marketing Manager | Property Liaison

Amtech Communications
*** Dr, Ste A
***, Virginia ***
***@amtechpc.com ( *** ( *** ext.

Customer Response

Revdex.com:

I have reviewed the offer and/or response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

You have the wrong account... I do not have internet with your company. I have *** television. You guys really need to get it together over there. Do you just make up responses or do you actually look into the issue? Terrible customer service.

Regards

Amtech Response

On October 12, 2017, Amtech sent a technician out to the property to resolve the issue. The problem originated due to a tripped GFCI outlet causing power issues to the equipment servicing the customer's unit. The customer was never charged the $*** service fee and will not be charged for it. All monthly billing for video service comes straight from *** and Amtech holds no part in this process. If *** equipment is faulty, customer must reach out to *** directly to dispute this charge and request billing credits.

Customer Response

Revdex.com:

I have reviewed the offer and/or response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If I pay to rent the equipment then I should not be liable for it. I will not accept anything further from your company unless you change your policy. Renting equipment should pass liability to you, not the renter.

Regards

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