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Business Profile

Telecommunications

GETUS Communications

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I set up installment/activation dates and paid for my plan on the **** of June. They had a technical error and had to call them to set it up a second time. Then they could not confirm my address - which I did at least * times over the phone. Ive had to call them many times. The equipment could not be sent to my address for some reason so I had to wait until after the * days I chose to have it installed to pick it up. They said the set should be easy. It wasnt working. I called them they said oh it was on their end - they didnt have some sort of confirmation for setting up the internet. Or couldn't activate it yet. No idea what the problem is. They said to wait another couple days. They didnt care at all and couldnt explain the actual problem. I get generic apologies and explanations that dont go anywhere. I wanted a technician to come out and they advised against it and to wait. Otherwise it would cause more delays - how is that even possible? Its July 7th now and spoke to them * days ago. This company has been ******. This isnt my fault and ive paid them a lot of money to do their job.

    Business Response

    Date: 30/09/2024

    Dear *** *. and Ms. **************** you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience experienced during the service activation process. We understand your concerns, and I would like to provide further clarification regarding the events and the steps taken to resolve the issue.
    Ms. ****** signed up for service on June ****, and due to a vendor request, we had to confirm the service address multiple times to ensure proper delivery and installation. We regret that this caused delays, but the intent was to avoid any potential issues during the installation process. Unfortunately, during the installation on July ***, a technical issue was identified, and the modem provided was found to be faulty. A replacement modem was immediately shipped on July **** and the swap was successfully completed by July ****.
    We recognize that this timeline is longer than expected, and we are truly sorry for the delays and confusion surrounding the activation. To compensate for the inconvenience, we have issued a service credit of $***** CAD for the ** days of service disruption.
    Since then, the service has been running smoothly, and there have been no reported issues with the connection. We appreciate Ms. ******* patience during this process and her continued use of our services.
    We are committed to improving our customer service and ensuring that future interactions are seamless and hassle-free. Should there be any additional concerns, I would be more than happy to discuss them directly.
    Thank you for your understanding, and we look forward to resolving this matter.
    Sincerely,
    **** ******
    GETUS Communications

  • Initial Complaint

    Date:17/06/2023

    Type:Product Issues
    Status:
    Resolved
    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.
     

    ****** ******** *******



    I have reviewed the response made by the business in reference to complaint ID 20201938, and find that this resolution is satisfactory to me.




    Sincerely,

    ***** ******

    Business Response

    Date: 22/06/2023

    This has already been resolved and a full refund has been issued to the end-user on the credit card we have on file last 06/18/2023. 
    Thank you. 

  • Initial Complaint

    Date:27/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     

    ********** ********



    I am rejecting this response because:



    Sincerely,
    ** *****

    Business Response

    Date: 27/09/2022

    The client's activation date was yesterday and there was an outage which could be the main reason why he was not getting connected. We have already tried to reach out to the client to ensure connectivity. 

  • Initial Complaint

    Date:04/08/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
     

    ****** ******** *******



    I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.




    Sincerely,

    **** ************

    Business Response

    Date: 08/08/2022

    The service has been restored after 4 days. Already reached out to the client. Can provide 2 weeks refund for compensation.

GETUS Communications is NOT a BBB Accredited Business.

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