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A BBB Accredited Business since
BBB has determined that Fibernet Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fibernet Corporation include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Lane Livingston, CEO Mr. Lee Livingston, Company Contact
Internet Services Web Design Internet - Web Hosting
Alternate Business NamesNethosting LLC
What is a BBB Business Review?
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
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Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (800) 305-6995(Phone)
- (801) 223-9576(Phone)
- (866) 223-9576(Phone)
- (888) 504-4678(Phone)
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I put my server in their data center, so that they could manage my server. But when I called for a reboot, they claimed they couldn't find my server I put my server in their data center, so that they could manage my server. But when I called for a reboot, they claimed they couldn't find my server. They had helped me install the server. The server was in the correct position according to their instructions, and hands on installation assistance. Both my project manage **** ******, and the sale rep ******* ******** were their when I installed the server. Originally they gave me the wrong port on the switch, so I called them, and I they came down to correct the miscommunication that was sent in a previous email. When I installed my server, it was the only one on the rack that was "4u" which is 4 server units tall, takes up 4 units on the rack. It was positioned according to their instructions, with their hands on verification that I had installed it correctly just a month or so before I had a problem with the server and asked them to reboot it. Which is part of the contract, they obligated theirselves to reboot my server upon request. I put my server in their data center, because I travel. Some parts of the year I am in Maine, some parts of the year I am in Idaho, and some part of the year I am in California. So I needed someone to manage my server, at the cost of $179 per month. But when they wrote me back several times over a four our period telling me that they couldn't find my server. I got a bit worried, because I couldn't reach my server remotely. And now they are saying "they don't know where it is". So I came straight down from Pocatello Idaho, to Orem Utah, to reboot my own server. The server was still in the same place it was assigned to originally. I have no idea why they couldn't find it. It gave me quite a scare though. Anyway, now that I have removed my server from their facility, they are trying to charge me full price on this contract. Even though they didn't live up to even a basic service level in our agreement. I shouldn't have had to travel 7 hours round trip just to reboot my server, when it was supposed to be in a fully managed environment, and reboots were included in the service that I was signing up for. I see when just doing a google search, that this has been a complaint by many of their customers in the past. They get customers signed up on a pretty tough contract, and then they don't perform good service. When their customers want to leave, Fiber.net makes life difficult for them. Ref; *************************************************************************************************************************************** After trying to arbitrate this with Fiber.net, and having to call repeatedly with no return call back for over a month. Just to learn finally when I do get through to their manager ******, that I am going to be stuck with paying for another 8 months worth of service, despite that I have not had my equipment being hosted at their facility for over a month, and I am caught up. Now that my equipment has been proven to be unsafe there, I can no longer trust them to host my server. Therefore, I am not paying their $1638.20 fees in advanced, for services I will never use. They dropped the ball on this one.
Desired Settlement: I want a $1638.20 refund on this contract, because they failed to provide the professional services that I was paying for. Their dropped the ball, and they should not stick me with a bill for services that they can't or won't provide. I have an email record and I would testify to my claims under oath in court.
Contact Name and Title: *. *** **********
I have the emails and all of my calls on my business phone are recorded. If they want to dilute the issue with this claim of "miscommunication", I would be happy to clear this up. The miscommunication that they are claiming, allegedly happened well over a month after I had removed my hardware from their datacenter, long after I filed a complaint about their SLA breach.
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. ********, to be clear, we want to find a mutually beneficial solution and you have no valid claim against voiding or invalidating our agreement. If this only boils down to a contract issue for you, we delivered you the contracted service and you have defaulted on your contract. But, we are proposing to find a compromise because we are committed to keeping our customers, even former customers, happy and not make this about the contract. Your insistence that we lost your server is false. Obviously, the keys and access we provided you was for a particular part of our facility and a particular cabinet. Losing it is an impossibility. I recognize that our technicians question made you feel that we did not know where your server was. I was even a bit disappointed in the wording my technician used. I certainly could understand why you thought we lost it. However, what really happened is we have a "remote hands" validation procedure to insure that we only access, power off, or otherwise affect a specific customer's device. You purchased our least cost service in colocation. It is provided in a shared data center cabinet - shared meaning with other clients' equipment in the same cabinet. We are extra careful because of this. Surely you can see that and hopefully could even appreciate that under different circumstances. No one wants to hear that we accidentally rebooted their server because we "thought" it belonged to someone else. We certainly don't want to make that mistake either, especially when we provide the "remote hands" service for free.
(The consumer indicated he/she DID NOT accept the response from the business.)
Problems with Product/Service
Read Complaint Details
Complaint: NetHosting withdrew funds from customer account without authorization. The Verge Group Limited initiated and paid in full a design contract(for RESET REALTY) with Heritage Design. Prior to design finalization or acceptance by Verge heritage went into bankruptcy. Evidently Nethosting assumed the Heritage business for hosting - which we had not contracted for. Nethosting without Verge consent or agreement withdrew funds against the CC provided to Heritage. We have for the past year tried to resolve this matter with a senior executive of Nethosting - mr *** **********. He asked us to consider working with them or one of their affiliates. We informed him that the Reset business never went forward; in fact was aborted shortly after Heritage bankruptcy. Verge cancelled the Credit Card. We did however agree to seek estimates from Nethosting affiliates for an allied business. According to our notes from the telephonic meeting, Nethosting would hold a credit for the full amount owed to Verge pending this agreement. If this did not work out satisfactorily, ********** state "well I suppose I will then just have to refund the monies" or some such words. Later when ********** documented these deliberations, he conveniently omitted these comments. He asked us (Verge) to be fair, but unfortunately this was not reciprocated. We requested information from Nethosting affiliates and never even had the courtesy of a response - from either of the affiliates. When this was taken up with ********** he remained totally condescending abrogating all responsibility and despite repeated requests from Verge, refusing (or being unable) to provide written agreement to withdraw the funds. This matter is unresolved. We have sought legal counsel but the amount involved is only $250. ********** and Nethosting are taking a condescending,non-negotiating and non-reconciliation attitude towards a small company. Despite the small $ value, we regard this matter as one of principle and possibly fraud. We have no need for any service provided by Nethosting or their affiliates.
Desired Settlement: Full refund of the funds illegally withdrawn from the Verge account
Business Response: Initial Business Response /* (1000, 9, 2013/10/30) */ Contact Name and Title: *** **********, CFO Contact Phone: XXXXXXXXXX Contact Email: ******@fiber.net On behalf of Nethosting, we are sorry we were not able to find a mutually acceptable solution or compromise before his filing to the BBB. Extreme effort was made but we believe that Mr. ******** felt no personal responsibility for his circumstances and therefor would only accept a full refund despite reason or terms and conditions. He has even accused us of illegal activity which is incredibly disappointing given our extreme efforts to not only to protect his interests but those of thousand of people like him. Mr. ******** represents one of over 10,000 hosting accounts which were transitioned from a failing company called Heritage Web Solution. If anything, Mr. ******** was potentially a victim of the circumstances preceding Nethosting's direct involvement. A summary explanation of those circumstances and what generally followed are explained below in the "Background." Following the "Background" are the specific circumstances surrounding his services and interactions with Nethosting prior to demanding a refund of all of his service fees from Nethosting, as documented in our customer tracking system. Those notes show that even after we spoke to him, which was before a single charge was made to the credit card, he neglected to take reasonable action to cancel his services with Nethosting and ignored the additional communications. Background: On March 8, 2011, Nethosting, a wholly owned subsidiary of Fibernet Corp., assumed control of the customers of Heritage Web Solutions. All of Heritage's customer websites were hosted with Nethosting prior to Heritage closing their business. All of Heritage's customer information, including billing information, credit card information and contracts were assigned to Nethosting's parent company Fibernet Corp. Nethosting continued to provide and support all the web hosting services to all the former Heritage clients for free for a period of generally 60-90 days or until cancelled or modified. During this period, Nethosting attempted to contact each of the thousands of the former Heritage clients to not only explain what had happened but also give them a choice to continue hosting with Nethosting or to cancel. If no action was taken, Nethosting would continue to host the Attempts were made via email and phone to contact individuals associated with each account. On May 2, 2011, Ashton, the Manager of Nethosting's Account Management Team spoke to Mr. ******** and at first he told Ashton to cancel the account but then changed his mind and told ****** that he would get back to him, all contact information was verified at that time as well as the options to pay or cancel. His website www.resetrealty.com was being hosted by Nethosting for a monthly service fee of $9.99 charged to his credit card. On a monthly basis a "successful payment" notice was sent via email. On May 13, 2011 the credit card payment declined and a notice was sent via email. On May 15, 2011 a voicemail message was left by ******** ******* indicating the failed payment and advised to call back with his updated information. On May 28, 2013 updated information was received and a "successful payment" notice was sent. Again monthly notices were sent including additional notices sent notifying Mr. ******** that the credit card was going to expire. On March 25, 2013 Adrian and Ashton spoke to Mr. ******** where he demanded a full refund of service fees or approximately $200. Adrian offered Mr. ******** a courtesy refund of 3-months of service fees. Mr. ******** was not satisfied with that offer and the issue was escalated to *** **********. In good faith, *** offered him both a 3-month refund and a 12-month credit of service fees so that Mr. ******** would continue to work with Nethosting. An agreement was made verbally, the refund was given, and the credit applied to the account. As we understand it, Mr. ********, was dissatisfied with the Nethosting Web Design Partner. He then again insisted on a full refund again to which he was told "no." ***Note: this complaint should probably be filed under Nethosting not Fibernet*** Final Consumer Response /* (4200, 15, 2013/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with ********** 3 times. It was his word that he asked me to accept in good faith. No service was ever received since Heritage never completed the work nor had a completion sign off from Verge. Verge lost a considerable amount of dollars on this deal. And now we are just expected to accept more. Nethosting has always been tardy in their response timewise as has been proven on BBB's request (3 times) for response to the original complaint. As mentioned previously we have no need, nor desire to work with this company. We have repeatedly requested the signed authorization for withdrawal against our credit card and they have either not been able, or are not prepared to provide the document. If they stand behind what they say is their service commitment, this matter could have been resolved right at the start by either producing the documentation or providing the refund and not a so-called 'credit' for non-existent services. We feel strongly that this total disrespect for a smaller organization needs to be noted and be made publicly available. Final Business Response /* (4000, 17, 2013/11/08) */ Nethosting took over and hosted Mr. ********'s website for about 30 months but was paid for 22 months. We have never sought to be paid for the unpaid months and we have offered to refund him 3 more. Mr. ******** spoke to our team over the phone before we started billing his credit card about two and a half years ago and confirmed at that time that his website was being hosted by Nethosting. We can only assume that Mr. ******** forgot or that he changed his mind. But by the time he contacted us again and requested the cancellation it was unreasonable to request the return of all the service fees. Again we offered him more than we felt was reasonable but he was not satisfied then nor now. It is disappointing that Mr. ******** continues to make accusations of fraud and incompetence against Nethosting and its team. We can only assume that when he refers to "Verge lost a considerable amount of dollars on this deal. And now we are just expected to accept more," that he is referring mostly to his "losses" with Heritage which are unrelated to Nethosting. His total spend with us was $9.99 a month. Combined, we have spent probably as many as 20-30 hours with him because of our commitment to always take care of the customer.