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:08/22/2024

  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.

  On 5/23/2024 I received order confirmation to install fiber internet in my home. Today is 8/21/2024. They said they could install it the next day. I was impressed. When the installer arrived and started the installation, he discovered that the line under the street had an obstruction and would not allow the cable to be fed from the other side of the street to ours. He said that a maintenance crew would need to come out and unblock the obstruction. I have called three times and each time people were very nice and said they would get back to me. I have heard nothing. Today, I talked to a gentleman from Surf Net, he was going to check things out and get back to me. He supposedly called my home so I would have his phone number on caller ID. He must have called a wrong number, because it never showed up on my caller ID. I would like for someone to call me and give me a time frame when this will be resolved and also a contact person to call when the time frame is not met.

  

  Business Response

  Date: 08/23/2024

  Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you have experienced. We understand your frustration with the delay in the installation of your fiber internet, and we are committed to resolving this matter as quickly as possible.
  

  First and foremost, we apologize for the communication lapses and the delay in addressing the obstruction under the street that has prevented the installation from being completed. We take full responsibility for the lack of follow-up and the confusion regarding the missed call.
  

  To resolve this issue, we have escalated your case to our maintenance team, and they are currently prioritizing the work required to unblock the obstruction. 

  Thank you for giving us the opportunity to make this right.

  Thank you,

   

• Initial Complaint

  Date:04/30/2024

  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.

  Friday, September 29, 2023 surf internet was scheduled to install internet connect from street box to our house. Surf stated that after a survey of our property, there needed more dining to set underground cable to our house. A few weeks later, a construction crew showed up but said they needed more equipment. That in the last I've heard. I have repeatedly called to inquire as to when this would be completed. I haven't been lied to and promised continually that "Someone would call me back today."I am still waiting. I called once again today without any guarantee of a resolution.Please, I would like this service. this is beyond frustrating.***************************

  

  Business Response

  Date: 05/02/2024

  Hello ********. First let me say, thank you for your interest in Surf Internet and THANK YOU so much for your patience. I understand your frustration. I was able to do some investigating it at looks like the biggest reason for the delay was an a drop in communication between teams. It was originally determined that you would need a driveway bore in order to complete your installation. This sometimes happens if a fiber access point, located in the utility easement, is shared between two properties where a driveway is blocking the direct path from the access point to your home. In this case, we need to bore under the driveway and run the cable through to the otherside to create a direct path. This is generally coordinated by our installation team; however the bore contractor who originally went out to do the job determined they would not be able to do it because there is a gas main that runs near or under your driveway that we need to get around and it requires the use of a directional boring machine, which is something our construction team needs to handle. I believe this is where we had a misstep in communication causing the delay and lack of information the customer care team was able to provide when you called in for updates. I sincerely apologize for the long delay and frustration at not being able to get concrete answers. I'm told our local construction manager has a contactor lined up to get the drilling done by early next week. The utility locates are being called in today (5/2/24) to mark the underground utilities on your property before we can drill. Soon you should see some flags and possibly paint markings in your yard. We are hoping to have the construction complete and get you set up for installation by the end of next week. Again, I apologize for the inconvenience and lack of answers. This is definitely not the experience we want any of our new or existing customers to have. 

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  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.

  Was told my internet was ready for install 3 different times now still not installed they told me it need spliced and that was fixed then come out say cant do it now becouse its not bored when there *************** told me I was good to go still nothing they have no communication wont let you talk to boss wont give you time frame on when repairs will be done or anything they want all these new customers but cant tell you the truth all you get is it will be a few weeks or we will let you know when its done like come on stuff is being marked off as done and its not

  

  Business Response

  Date: 01/26/2024

  Hi, *****. Thank you for reaching out. We understand your frustration and apologize for the delay and inconvenience. I can only assume that when the sub-contractor told you it was ready, they likely meant the fiber itself. As it turns out, we need to bore under your driveway to be able to run the fiber from the access point up to your home. The delay at this time is the weather. The Surf team member who coordinates our contractors for the driveway bores will be reaching out to you today (1/26/24) to update you. We thank you for your patience. 

  Customer Answer

  Date: 01/26/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  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.

  Surf Internet had people come to instal service. Two teams dug big holes in my yard and left. When I call the office, no one can tell me when they will return. Big holes in my yard for days and the neighborhood children and old people cant walk down the sidewalk safely. I sent emails and calls, but they just go in about the wrong things and try to change the subject. There is one nice guy you can talk with, but he cant seem to help too much because the company is not organized properly. They said they need a special machine because the ground was frozen, but that was two weeks ago and it has not been frozen for days and they wont come back and fix the holes or complete the installation. Better off paying for ******* or something.

  

  Business Response

  Date: 01/26/2024

  ******************. Thank you for bringing this to our attention. We apologize for the delays and inconvenience. It looks like you were waiting on a sidewalk bore, which has since been completed and may also need a driveway bore, which has not been completed yet. The delays, in part, have been due to the weather, but as for the unfilled holes left in your yard, our contractor should NOT have left them that way. The Surf team member who coordinates our contractors for the sidewalk and driveway bores will be contacting you this afternoon (1/26/24) about this issue and hopefully we can get it resolved quickly. We thank you for your patience.

  Customer Answer

  Date: 01/26/2024

   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. The installation is complete. They young man who came was very nice and professional.

  
  

  Thank you.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  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.

  The company was installing new internet in our neighborhood. They chopped an underground wire that keeps a lawn mower in our lawn during installation. I was told by the construction representative ****** to get it fixed and then send them the invoice to be reimbursed. We had a local company come and fix the wire and paid the expense of $226.40. I then sent ****** the invoice and told it was sent to a subcontractor and ****** would get back to me with an ETA of reimbursement. Two weeks went by with no response and I sent an email following up on reimbursement. I received a similar email saying the subcontractor was contacted and they would get back to me with an ETA with reimbursement.

  

  Business Response

  Date: 12/12/2023

  We sincerely apologize for the inconvenience in this matter. While we try to take the utmost care in avoiding damage to underground wiring during our construction process, it does happen on rare occasion. We do expect our contractors and sub-contractors, acting as Surf representatives, to resolve such issues in a timely fashion and it sounds like this did not happen here. We've reached out to the sub-contractor responsible for issuing the refund in this case and have been assured a check will be in your mailbox by Wednesday, December 13th. If this does not happen, please feel free to email me directly at ********************************************** and I will follow-up on this ASAP. Again, please accept our apology for the delay. We appreciate your patience. 

  Customer Answer

  Date: 12/19/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/15/2023

  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.

  This company caused a power outage in my neighborhood when they hit a power line while installing new internet (8/26/2023). The expected restoration time was 12 hours and we needed to get inside our home to get to our pet. We called Surf Internet and they acknowledged that they had hit a power line but were unable to help us. We had to pay a locksmith to come and break into our house so that we could access our pet. I was told that they would reimburse me for this expense (total charge of $436) and I have provided my locksmith reciept to several individuals in the company. They have stopped responding to my emails and texts and have not resolved the issue.

  

  Business Response

  Date: 11/16/2023

  Hi ******, 

  I would like to apologize for the inconvenience that this situation has caused. I have escalated the issue to our construction team, and they will review the request and once it has been reviewed someone will reach out to you to help resolve the issue. 

  If you do not hear from someone within **** business days, please feel free to reach out to me directly at ************.

  Thank you, 

  ***************************** - ************* Manager 

   

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  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.

  this company installed fiber cable to the whole town. they had a boring machine in my front yard. they left ruts where the machine drove . they left a hole 6" by 1' deep. they have been telling me they would repair it within 2 weeks but that was back in April of this year. i have a repair ticket # *****. when i call them with this #. i am told there is no record of it. i have contacted the ******* on the job, he has been here and painted the areas that need repair, but has never returned. i have made several calls to the company and have gotten several promises but no results. i have several e-mails from them but i can not get them to load to this message.

  

  Business Response

  Date: 09/28/2023

  We absolutely want to make sure this is resolved for ******************. We are 100% committed to restoring any damage caused by our construction process and equipment to the same state the yard was in before we got there. I am not sure who all he has spoken with exactly. While I did find his contact information in our CRM/marketing database, I was unable to find a record for ****************** under his name, contact info, or address in either our new or old customer database systems. I realize he is not currently a customer but that is where his ticket information would be if he had an open ticket with us. I tried searching the ticket number he provided as well and nothing came up. If he called Surf Internet directly. there would be logs of those communications and I am unable to find any. He mentioned he contacted the ******* on the job, which makes me wonder if that's who he has been talking to all along (or different members of that team), which unfortunately means we would not have knowledge of the situation to make sure it gets resolved. To prevent situations such as this we send out construction notification letters to every resident prior to the beginning of construction. In it, we explain what to expect as we move through their area and we provide information on how to contact us if issues arise (see highlighted portion of the attached letter). We also place large construction signs throughout the neighborhood as well as small signs in each yard and door tags on every door that provide this information as well. We have a claim form on the webpage we provide a URL for, which automatically creates a ticket in our system and the claim form can also be found on our website: SurfInternet.com under the construction tab on the main menu at the top of the page. We prefer for residents to contact Surf directly rather than the contractor that way our construction managers are made aware of the issue and can follow up quickly if it is not resolved in a timely manner. I will make sure ****************** is entered into our system, that a ticket is created, and that our fiber construction coordinator, who follows up on issues such as this, is contacted so we can get this taken care of as soon as possible. In the meantime, if ****************** has any questions or concerns, he can email us at ********************************************** and I will respond to him directly.

  Customer Answer

  Date: 10/04/2023

   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.

  
  

  Thank you.