AireSpringReviews of airespring.com

Reply from AireSpringFeb 6, 2026

Hello Dr. Gooch, Thank you for your feedback. We’re sorry to hear that your experience during the service disconnect process did not meet expectations. Based on our records, there were no early termination or disconnect fees applied to your account. However, telecom circuit disconnects can sometimes take up to 45 days to fully complete with underlying carriers, and billing may continue during that period while the service remains active. We understand how this timing can be frustrating, and we apologize if the process was not clearly communicated. We would appreciate the opportunity to review your experience with you directly and address any remaining concerns. Please feel free to contact our Director of Customer Success, Amy, at 818-647-0040, and she will be happy to assist. Thank you again for your feedback, and we hope to have the opportunity to resolve this matter with you. — AireSpring Customer Success Team

Reply from AireSpringDec 11, 2025

Hi Bev, Thank you for taking the time to share your feedback. We are truly sorry to hear that your experience did not meet expectations, and we understand how disruptive installation delays can be especially for a school environment. After reviewing the history of your order, we’d like to provide some context that may help clarify what occurred. Your location required a custom fiber build with over 2,000 feet of new fiber to be placed by the underlying carrier. During construction, the carrier’s crew (not AireSpring) unfortunately damaged some nearby irrigation and lighting, which required repairs and additional permits. While this work was completed at the carrier’s expense, it did add time to the installation process. The primary source of delay, however, was the Missouri Department of Transportation (MODOT) right-of-way permit, which had no guaranteed timeline and took much longer than anticipated for approval. Although permitting is outside the control of both AireSpring and the carrier, our team remained actively engaged. Beginning November 1, 2021, we provided daily updates to your team and escalated the case repeatedly to ensure progress was made as quickly as possible. Once the state permit was approved, the carrier completed the construction ahead of schedule and the service was delivered and tested successfully. Regarding the $8 paper invoice charge, AireSpring does assess this fee for mailed invoices — a standard practice across our industry — and it is outlined in the customer support materials provided on our website and at the start of service. That said, we understand how this may have been unexpected and appreciate your feedback. We regret that your overall experience left you disappointed, and we would still welcome the opportunity to speak with you directly. If you’d like to discuss any part of your past service or the installation process, please reach out to Amy, our Director of Customer Experience at 818-647-0040. Thank you again for sharing your perspective.

Reply from AireSpringMay 15, 2025

We would sincerely like to respond directly to your concern Bob, but there is not sufficient information in your posting for Airespring to investigate. No specifics are given. You have also not supplied any contact information. We reached out to Trustpilot without success for such information. At this point we do not have enough information from your post to know whether the problem arises from AireSpring, from a spoofed call/message unassociated with AireSpring (which occasionally happens), or from a provider other than AireSpring. AireSpring would appreciate further information from you. Please call Amy, our Director of Customer Experience at 818-647-0040. AireSpring takes complaints seriously and investigates them proactively and in real-time monitors analytics of traffic patterns on its network for the purpose of screening out robocalls or potentially unlawful traffic. Based on the analytics, certain traffic may be blocked and/or AireSpring sends a warning to the customer from which the call originated. AireSpring takes additional affirmative and proactive action to eliminate invalid or unlawful calls. AireSpring does not permit its customers to use AireSpring’s network for any illegal or fraudulent purpose. AireSpring will and has terminated customer accounts for this reason. AireSpring does not listen to or record the contents of calls on its network. There are legal restrictions against doing so. Even though AireSpring employs a number of proactive protections against unlawful traffic, AireSpring (in addition to every other voice provider) has no way to catch or guard against everything. AireSpring regrets the bad experience that you voice here but we can't even be sure it is related to AireSpring without any further information.

Reply from AireSpringMay 16, 2025

We dispute the factual contentions of ICC, and further dispute the allegations we in any way breached our contract or committed fraud. We repeatedly reached out to ICC without success to resolve any issues prior to litigation. We remain open to negotiation and resolution. Because the matter is in litigation, it is not appropriate for us to discuss or respond to the specific allegations in this action outside of the courtroom. In general, should additional special construction costs be required that are not set forth in a customer’s order form, then we seek explicit written authorization from the customer for such additional construction costs before starting any such construction. The customer has the opportunity to decline the construction costs and terminate the order without financial penalty.

Reply from AireSpringJan 31, 2024

I am very sorry to hear that you feel we did not provide the level of personalized service that we are known for in the industry. Your dedicated Account Manager, Frank, proactively reached out to you to upgrade your 10 Mbps Fast Ethernet service, doubling your bandwidth from 10Mbps to 20Mbps improving your prior rate on a 3-year term. Our VP of Account Management will be reaching out to you to discuss your experience. Your service also includes AireSpring’s managed connectivity with a fully managed router, our 24/7/365 proactive circuit monitoring and alerting service, an assigned account manager, and 24/7/365 customer service. Additional equipment included in your overall plan are 6 free Polycom VVX 250 internet desk phones with HD voice; with 6 Business Plan licenses of our AirePBX cloud business phone application with Voicemail, Find Me / Follow Me, Online Portal, and other features; 2 Analog Lines; 2 Virtual Numbers; Unlimited Outbound calling & 4,000 Toll Free minutes.

Reply from AireSpringJan 19, 2024

Thank you for reaching out. I understand the we were able to correct and reverse your duplicate payment. Our process was changed in 2023 to flag and correct when a customer mistakenly pays an invoice more than once. We strive to provide personalized customer service and are sorry for the delay.

Reply from AireSpringJun 19, 2025

Thank you for taking the time to share your feedback. We're sorry to hear about your experience and want you to know that this is not the level of service we strive to provide. We take your concerns seriously and are committed to resolving them as quickly as possible. To help make things right, we encourage you to contact Amy, our Director of Customer Experience, directly at 818-647-0040. She’ll personally review your situation and work with you to find a resolution. We appreciate your business and the opportunity to improve. — The AireSpring Team