Complaints
This profile includes complaints for Ritter Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/16/2024
Type:Status:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Although the resolution is satisfactory, the business has inaccurately described their response to my inquiries and burdened me to prove their error.
Sincerely,
*** ****** ******
Business Response
Date: 12/26/2024
December 26, 2024
Better Business Bureau
Re: BBB# ********
****** ******
This letter is in response to BBB# ********, received by
RightFiber on December 16, 2024, regarding our customer ****** ******* concern
with not receiving a $300 Visa gift card after service installation.On July 31, 2024, a RightFiber appointed salesperson spoke
with and assisted *** ***** with starting new RightFiber Services. The salesperson
also provided the promotional offer of a $300 gift card to *** *****.On August 6, 2024, RightFiber services were installed at *** ****** address of **** * ****** *** ** ******* ***
After reviewing the account, there was an error found
regarding how the order was initially entered which caused an issue with the
gift card distribution process being delayed. *** *****s has been added to the
list to receive a $300 Visa Gift card as soon as possible.On December 26, 2024, a RightFiber Customer Care Manager
attempted contact with *** ***** to provide an update regarding the $300 Visa gift
card, but the attempt was unsuccessful. A voicemail was left requesting a returned
call.Thank you for the opportunity to address and respond to *** ******’ concerns.
Sincerely,RightFiber
Initial Complaint
Date:12/09/2024
Type: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.
I began services with ****** between September-October of 2024. It was a hassle from the beginning, but the process had already started for services. I was told that I would receive a VISA Gift card 2 weeks after for switching my services to them. Now I'm in a 2-year contract that I can't get out of, but yet I'm still having to pay my bill. I have made several calls to the company and have received the same excuses of them not knowing why I haven't recieved my card. I spoke with someone named *** (sales manager) as well as emailed with him and he said I would receive my card on November and still yet I have not received anything. I am very upset and has expressed that to each representative I've spoken with and I get the same answer "I'll reach out to sales and see why you haven't received your care. I understand your frustration and I would feel the same way." I have also apologized to some of them. I want to get out of this contract without penalties. The representative I spoke with to finalize my order no longer works there. I believe it was a commission order.Business Response
Date: 12/18/2024
December 18, 2024
Re: ******** ********
Complaint ID: ********
This letter is in response to the BBB complaint
22660795, received by ****** Communications on December 11, 2024, concerning our
business customer, ******** ******** DBA Feelin’ My Tee.
On July 25, 2024, ******** ******** signed a 36-month
contract for new internet services with sales representative Jennifer Hayes.
****** offered a promotion for any new customer
that signs up for services between June 1, 2024- December 31, 2024, will
receive a $300 Visa gift card. Below you will find the terms and conditions of
the promotion:
“Promotion offers valid for new ******
Communications business customers only in the following cities: Arkansas -
Alma, Arkadelphia, Augusta, Bald Knob, Batesville, Bentonville, Brinkley,
Cabot, Conway, Fayetteville, Forrest City, Fort Smith, Harrison, Hope, Hot
Springs, Jacksonville, Lonoke, Lowell, Mountain Home, Morrilton, Ozark, Pine
Bluff, Rogers, Russellville, Searcy, Springdale, Stuttgart, Texarkana, Van
Buren, White Hall. Missouri - Cape Girardeau, Jackson. Tennessee - Covington,
Dyersburg, Ripley, Union City. Texas - Nash, Texarkana. New business customers
located in a RightFiber in-service territory are also eligible. Allow 8-10
weeks for delivery of card after account activation. Must maintain active
services for 1 month with no returned payments and no suspended or disconnected
services. Limit one per customer/company. Customer/company must sign a contract
between June 1, 2024 and December 31, 2024. Offer expires December 31, 2024.
Offer is non-transferable. Other terms, conditions & restrictions may
apply. No cash access or recurring payments. Can be used everywhere Visa debit
cards are accepted. Card terms and conditions apply.”
On September 6, 2024, internet services were
installed at the customer’s location. Notification was sent to the gift-card
fulfillment company on November 13, 2024 to have gift-card shipped to the customer.
We received confirmation that the gift card was shipped on December 12, 2024,
and the customer should receive it soon.
Based on the terms and conditions of the promotion
that was provided to *** ******** upon installation, ****** Communications has complied
with and will not be able to void the contract of *** ******** without due
penalty.
Thank you for the opportunity to respond to the
customer’s concerns.
Sincerely,
****** CommunicationsInitial Complaint
Date:05/13/2024
Type:Status:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Can we get something in writing from ritter and the collection agency that this is resolved?
Sincerely
*** *******Business Response
Date: 05/24/2024
Timeline
of Events:
September 2020: ******* ********* signs a 60-month contract with your
company, receiving a discount in exchange due to a large upfront cost
($12,400).
September 2022:
******* ********* sells the business to ***********
Insurance.
******* works with your company and the installation team
(SDC) to transfer services to ************* new location.
*********** begins new services using the equipment
relocated from *******'s old location.
October 2022: Intended date for *******'s services to be fully
disconnected.
January 2023: ******* ********* discovers they are still being billed
and requests:
Disconnection of services, backdated to October 2022.
Auto-pay to be canceled.
March 2023:
*******'s services are finally disconnected.
******* ********* incurs ETFs. (10,872.24)After further research, it was decided that ******* was not responsible for the balance and we have cleared the account and let collections knows.
Initial Complaint
Date:05/01/2024
Type:Status:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Business Response
Date: 05/09/2024
May 9, 2024
Better Business Bureau
Re: BBB #********
****** ******
This letter is in response to BBB
#******** received on May 1, 2024, from Ritter Communications’ customer ****** ****** regarding service interruptions during a storm and being provided
credits for the time without services.On April 26, 2027, *** ****** called
our Technical Support team to report a service interruption. While speaking
with a technical support representative, the customer was notified of a known
outage affecting their service area and that we are working as quickly as
possible to get services restored.Although every effort had been
made to take the appropriate steps to ensure that *** ******** issues were
addressed as quickly as possible, due to safety concerns of the technician being
required to climb a pole to resolve the issue at hand, we were unable to
resolve until the storm had passed. All services were restored by April 30,
2024. We do understand *** ******** frustration during the process and his wife
not being able to work during that time and have applied a credit for one month
of service for the service outage and inconvenience this has caused.At Ritter
Communications, we consistently strive for customer satisfaction and meeting
our customers’ needs for Ritter provided services. We will continue to focus on
making sure *** ******** concerns are addressed as well as continuing to strive
to provide him with the highest quality of services.
Sincerely,
Ritter
CommunicationsInitial Complaint
Date:03/11/2024
Type: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.
I'm so tired of your lazy *** employee. The service sucks.! Every time they come out to my house they never complete the job. They will always call for backup to get help with what he don't know what he is doing. Last time one of your employee didn't connect my internet together after he unconnected it. I had to call and see why I didn't have any service. On top of that one of your employee never came back to do his job. It was over 6 months when he lie and told me that the tools he needed never came in. They hang out at these restaurants in Osceola like they are on vacation on the beach somewhere. You need to put trackers on the trucks so they can be track so they won't be getting free money. I'm so feed up with my service BUFFING all the damn time!!! It suppose to be fix but whatever half *** job they have done doesn't last less than a week. This is ridiculous!!! Get some people that will work and not play with the company money. Yall want your money on time for the service but can't satisfy the customers need. When people start going to another company because y'all do raise up the prices and be greedy about it. I have called to tell them to stop at my payment and they told me ''We can't do that". That's because y'all want to drain folks pockets. The company could at least give out a better price. I just want the internet Not the damn phone service. There should be a way that you can only get the internet by itself. The company should be ashamed of their self how high y'all have them prices. If everyone vote in another internet company then this company will loose plenty of service. y'all just doing this because you think y'all can get over because another company haven't step in this area but it will so be prepared because somebody going to do it. I'm highly upset because they suppose to been here since Friday and if I didn't call today NOBODY would not be here. This is so sad and it make the company look bad because of your workers. SMH. I hope you do better.Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau
Re:
BBB# ********
********
*****
This
letter is in response to the rebuttal of BBB ticket 2******* for ******** *****
regarding service issues and dissatisfaction with Ritter employees.
Ms. *****s is an active customer of
Ritter Communications and currently subscribes to Ritter’s 500 meg internet
speed package.
December
2022, Ms. ***** reached out and spoke with a member of Ritter’s technical support
team regarding intermediate internet connection. After troubleshooting the
reported issue, a trouble ticket was generated to have a field technician go
onsite to investigate further. While onsite, the technician discovered the existing
drop needed to be replaced but was covered by overgrown vegetation which caused
a strain on the drop. The technician informed Ms. ***** of his finding and let
her know someone would return to remove the vegetation and replace the existing
drop. Prior to leaving, our technician
verified services were working.
January
2023 a Ritter technician was able to get the needed access to the hanging drop
to replace it with a new drop and remounted the house box. After the work was completed,
the technician checked all signals and confirmed all signals were good and the
modem was online. Because the customer was not home for the technician to
provide an update, a member of Ritter’s dispatch attempted to contact Ms. *****
to provide an update.
August
2023, Ms. ***** called in to request another modem due to the existing modem onsite
overheating. A technician was dispatched onsite the next business day. When the
technician arrived, Ms. ***** was not home upon arrival but did call back approximately
thirty (30) minutes later to inform the technician she was home. While onsite,
the technician replaced the existing modem and verified all service levels were
good and services active.
March
2024, Ms. ***** reported internet buffering. A trouble ticket was placed to
have a technician dispatched onsite. While onsite, the technician replaced the
existing outlet. Prior to leaving, the technician confirmed all signals were
good and services working. Also in March 2024, the field technician supervisor
followed up with Ms. ***** regarding her concerns and verify all was working
properly. Ms. ***** confirmed services were working much better but was still
having issues with the living room TV staying connected wirelessly. As a
courtesy, a Ritter technician will ***ist Ms. ***** with getting TV connected
via ethernet at no additional cost.
At Ritter Communications, we consistently
strive for customer satisfaction and meeting our customers’ needs for Ritter
provided services. We will continue to focus on making sure Ms. *****’s
concerns are addressed as well as continuing to strive to provide her with the
highest quality of services.
Sincerely,
Ritter
CommunicationsInitial Complaint
Date:01/03/2024
Type: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.
On Wednesday December 20, I can home from work to my Internet being out. I contacted Ritter Customer Support, who opened a ticket. Someone came by the next day, found the issue was with the pole and referred the issue over to Maintenance, saying it should be resolved that evening (Thursday the 21st). This is where issues have begun. I have contacted support daily and they have had no updates from Maintenance, nor are they able to get ahold of them, as they have contacted them multiple times asking them to contact me. It is now Christmas Eve and it's apparent I will be spending my holidays with no internet and broken promises from Ritter's Maintenance team. I am seriously considering switching providers.Business Response
Date: 01/12/2024
January 12, 2024
Re: BBB# ********
Gary ********
This letter is in response to BBB # ******** received January 03, 2024,
from Ritter Communications’ customer Gary ******** regarding unresolved
internet issues.
On December 20, 2023, Mr. ******** called
our Technical Support to report that his services were out. A technician was
dispatched on December 21st and per the technician’s notes, the external fittings were replaced at the house and at the tap as well as other various
checkpoints were completed but ultimately, he was unable to resolve the issue during that visit. He then referred the issue to
our maintenance division. Mr. ********
called in on December 22nd and December 23rd requesting
updates on our progress. On December 26th Mr. ******** called to
verify that the services were working but he had some connectivity issues. Our
Technical Support were able to troubleshoot with him to resolve. Ritter’s
maintenance division closed the ticket on December 28th noting
that the cable run had been cut by a construction crew in an adjacent
neighborhood and that our maintenance team ran a temporary span of hardline to get
services restored.
Although every
effort had been made to take the appropriate steps to ensure that Mr. ********’s
issues were addressed as quickly as possible, due to the nature of the issue, multiple
divisions within Ritter were required to diagnose to resolve the matter. We do
understand Mr. ********'s frustration during the process and have applied a credit amount
of $45.00 for the service outage and inconvenience this has caused.
At Ritter
Communications, we consistently strive for customer satisfaction and meeting
our customers’ needs for Ritter provided services. We will continue to focus on
making sure Mr. ********’s concerns are addressed as well as continuing to strive
to provide him with the highest quality of services.
Sincerely,
Ritter Communications
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