Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had service with Metalink for over 8 years, which is a 5g wireless internet. Recently moved 15 miles away. They stated that we could still get 100Mbps service at our new address. Service was hooked up at new address in July of 2024 but was completely unreliable, disconnecting every 15 minutes and could not get over 20Mpbs. Tech came out week later and replaced original receiver and tech noticed service was "a little strange". After new receiver, still same issue. Techs came out again another week later again, and moved receiver around. Still getting the "a little strange" issue. Tech than stated that I would have to wait until the new tower was installed in 3 or 4 months and then I may get a good signal! I called Metalink to disconnect service around August of 2024. The person told me they would have to come out again before they would wave a early termination fee. I stated I have been with you for over 8 years, there shouldn't be a early termination fee. She stated that because I accepted their new pricing plan that that locked me into another 3 years. I don't remember ever hearing of this or agreeing to this. She also stated that they wanted to change the cable from the splice box to the house. I stated a new company installed service and that cable is still in use and we are having no issues with this other company. She than hung up on me. No letters, or messages since today, when we received a overdue notice. That was received on 4/14/2025.

  Business Response

  Date: 04/15/2025

  The customer contacted our office on August 13, 2024, to request cancellation of their service. Upon review of the account, there were no records indicating any ongoing or recurring service issues. The account reflects documented service calls related to a complete outage, which was resolved promptly and without further incident.

  
  During the cancellation request, the customer reported experiencing regular service problems. At that time, the customer was transferred to our technical support team to allow for investigation of the concerns. Per our terms of service, it was explained that if the issue was found to be unresolvable, the Early Termination Fee (ETF) could potentially be waived. However, the customer declined to proceed with troubleshooting and elected to cancel service, acknowledging that the *** of $299.95 would apply.

  
  Additionally, the customer had entered into a new ******** service agreement on March 9, 2024, by opting into updated pricing under our "Plan 100," which includes a $30 monthly savings from what he had previously. These rates are clearly outlined on our website and are associated with a 24-month commitment, as indicated in our Broadband Label.

  
  A final balance of $38.77 for unpaid service charges was also due, bringing the total account balance to $338.72. This final bill was issued on the date of cancellation, August 13, 2024.

  
  As of April 9, 2025, the account was 264 days past due. A notice was mailed to the customer informing them of the potential for referral to collections if a payment arrangement was not made.
  

  We remain committed to working with the customer to discuss possible payment arrangements.

   

  Thank you,
  ****** ******
  Billing & Sales Supervisor 
  **************************************
  Local: ************ Toll Free: ************* Direct: ************

   

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past three days in a row, I have not been able to get a hold of anyone at Metalink Technologies! I have not had internet service for three days in a row now! I want a refund and an explanation if they are going to be back up and running or should I change to a different provider?

  Business Response

  Date: 03/14/2023

  [BBB Transcription via Email Attachment]

  March 13, 2023 
  Response to Case #********: 
  Please find MetaLINK's response to Ms. *****'s complaint: 
  While at an out-of-state conference last week, I received the complaint dated February 24, 2023. Upon returning today, I reviewed the complaint details and spoke to our Customer Service Supervisor("CSS"). What I learned is that due to a major ice storm and power outages in the area, service was down for some parts of our network for up to three days. 
  I further understand from the CSS and our billing system that Ms. ***** had called us on February 24, 2023, requesting an explanation of the outage and a refund for the three days. Notes on her file indicate that an explanation was provided along with an issuance of a prorated credit to her account for the three days. Thus, while I do not know whether Ms. ***** contacted you first on February 24, 2023, or us, I do see that the requested refund was issued to Ms. *****'s account on February 24, 2023. 
  Please have Ms. ***** contact me at ************ or via email at **********************, should she have any questions with regards to this complaint or response. 
  Respectfully, 
  **** ******* 
  External Affairs & Regulatory Director 
  

  
  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No other ISP available, so pay $100 a month for service that doesn’t work on a regular basis. Repair technicians all blame other stuff and won’t go to the source to fix it because “they’re scared of heights”. I’ve dealt with them for 5 yrs now and now I’m filing complaints.

  Business Response

  Date: 12/12/2022

  [BBB Transcription via Email]

  November 21, 2022 
  Response to Case #********: 
  Please find MetaLINK's response to Mr. ************ complaint: 
  In order to provide service to the ********** residence, our installation team had to install an antenna on the peak of their roof that our technician's cannot safely service from a ladder. Thus, to service the antenna, the use of a lift is required. Today we were planning to attempt to repair the Internet service for them, but due to the windy conditions and from a safety perspective when using the lift, we have had to postpone until Wednesday. While we understand that having to delay the repair would be frustrating to both Mr. ********** and his family, we cannot excuse their vulgar and abusive language on multiple telephone calls to our customer service representatives today by both Mr. and Mrs. **********. 
  Per the *** ******** ********* ***, there are other providers that claim that they can provide service equal to the service which they have subscribed to from us. Therefore, since they are clearly not happy with our service and we clearly are not happy with their abusive attitude, I would like to recommend on behalf of MetaLINK that they seek service from one of the other providers. 
  Should Mr. ********** wish to pursue this option, please have him contact me at ************ or via email at **********************, to make the switch from us to the new provider as smooth as possible. 
  Respectfully, 
  **** ******* 
  External Affairs & Regulatory Director 
  

  
  

  Customer Answer

  Date: 12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Abusive language is to be expected when a company is blatantly ripping off its customers. I’d like someone to launch an investigation into this company for false advertisement and ripping off customers especially elderly who may not know they’re not getting service they’re paying for. We had service twice with same company with same results. I’d like for them to release all notes to the BBB on both accounts to this address for your review as well. Next call will be ******** as I’m sure they’re in violations of laws. The day they showed up to install, I was guaranteed no ******** this time with them. That DID NOT HAPPEN! Also they say there’s other providers?  I’d like a list from them of their competitors available at my address as well. They want to blatantly lie, let’s make them explain…. Also calling my wife multiple times while she’s at work and the account is in my name and number is nonsense. Another reason for me being pissed off!  Let alone rescheduling last minute when we wasted time sitting home. A complaint was also filed with the ******* and I’ll be following up with that. Even their own employees told me the service they offer is fraud! 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 12/20/2022

  [BBB Transcription via Email]

  
  **** *******
  Attachments
  Dec 19, 2022, 8:00 PM (12 hours ago)
  to me
  
  ********:
  
  
  After talking to you today, I realized that the letter we received from the BBB today was his response to the first letter.   Attached is further information to add to the ticket.  This information was also sent to the *** Consumer Complaint on November 28 to his second round of responses.
  
  Please call or email me with any questions.
  
  Thank you!
  
  
  **** *******, External Affairs & Regulatory Director
  
  MetaLINK Technologies, Inc.
  
  ************ | ************ *****
  
  ********************** | www.metalink.net 

  December 19, 2022 
  Response to Case #********: 
  Please find MetaLINK's response to Mr. ************ complaint: 
  On Wednesday, November 23, our technicians arrived onsite with the lift to resolve the Internet issues for Mr. **********. Upon arriving at the ********** residence, Mr. ********** approached the technicians with vulgarity and hostility, they called their supervisor who fearing for their safety instructed them to leave immediately. 
  Shortly thereafter our lead customer service representative ("CSR") called Mr. ********** who did not answer, so she left a voicemail. After receiving a return phone call from Mrs. **********, authorized user on the account, the CSR explained that we would immediately cancel the service and provide a full refund of the account since inception. 
  As stated in the first letter dated November 21, the *** ******** ********* *** lists other providers that claim that they can provide service equal to the service which they have subscribed to from us. We feel that they should have other Internet service options available and thus, we have elected to no longer provide service to them due to their ongoing abusive and hostile behavior. 
  Respectfully
  

  
  

  Customer Answer

  Date: 12/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Making ******** excuses about fear when I was in another building is **. They didn’t want to do their job because they admitted it wasn’t going to work. Next call will be ** along with all info including lazy BBB rep who did nothing. ****
  Sincerely,
  
  ***** **********