ComplaintsforMetronet

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our non-profit, *****, switched to MetroNet service over 6 months ago. We signed a contract with them, which unbeknownst to us was for 36 months. They do not share the length of the contract with customers: we have heard they do this a lot. Since the first week of installation, our internet has not functioned properly. We keep getting dropped from our Internet connections, which is a real pain. We have had repeated visits from Metronet to fix this. All our hardware has been changed, but that didn't help. Despite the fact that this problem gets worse with bad weather, we have been told repeatedly that there is no problem with the connection outside our office because apparently their software is not capable of detecting a problem. We tried to cancel our contract with MetroNet last Friday (April 5, 2024), because they cannot fix this problem and are providing a service that does not work. They told us they will not let us out of the contract because their equipment does not show that we have a problem. In order to cancel our account with them, we would have to pay $5,029 for the 29.4 months remaining on our contract. We are a small non-profit and cannot afford to pay this. We also think we shouldn't have to, as they are not providing us with the service they promised us, i.e., a fully functional Internet.

  Business response

  04/11/2024

  Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer response

  04/17/2024

  
  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.  While it was not resolved at the time they wrote a response, it is now resolved.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been double charged twice by Metronet now. The first time was back in January after a failed payment they reattempted to bill my account and were successful. I continued to get notifications that the bill had not been paid and eventually notice that I would need to pay via credit/debit card in order to avoid interruption to my service and as such I paid via credit/debit card only to later discover that I had they had already reattempted to bill me via ACH and successfully received payment. Despite receiving payment, they failed to apply the credit/debit card payment as a credit to my account nor did they refund it and simply took the payment. In February a payment failed again this time because I accidentally forgot to update my bank account but immediately did so and reattempted to process my payment which was also successfully processed. On about March 1 I paid my bill due March 29 early and noticed that my account did not update from a $0.00 balance to reflect a credit for the amount I had paid. I figured it was just delayed only to login to my bank account a few days ago to discover that my account was overdrawn due to them billing me despite the fact that there should have been a credit from the payment on March 1. I contacted support to find out that they allegedly couldn't see the reattempted successful payments from February 23 nor January 23 and were claiming that the March 1 payment covered February's bill. I have submitted screenshots of my payment history from my customer portal on their own website and they deem this insufficient to prove that I was double charged despite the fact that it is more than sufficient. My bank did end up declining the double charge from March 23 but that resulted in them placing the balance back on my customer account and charging me a fee. Even with the cancellation department pulling up my customer portal themselves and seeing the issue for themselves the billing department has refused to fix the issue.

  Business response

  04/09/2024

  Thank you for passing along the concerns expressed by Mr. ******. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint

  Customer response

  04/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  It’s completely unacceptable that this happened to begin with. I have since canceled my services and switched to Google Fiber And I’m not the only customer having these problems as it turns out. Customers are switching to Google Fiber In my area in droves because of this issue. A supervisor did clear the balance on my account but again it shouldn’t have happened.The Software engineering team, responsible for managing and maintaining all of the software updates needs to be reprimanded because they’re doing a horrible job making sure that things aren’t breaking while they’re doing all the rest of their updates and phasing out the mobile application. But again, if that team was properly doing their job, these issues wouldn’t exist, and they don’t exist when it comes to any other competent business.
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Account under ****** ******** acc number *******. We ordered AEW revolution featuring Stings last match. We have always recorded AEW And other wrestling as we usually have to split up watching it as I work. We have not had a problem and double checked to make sure it was recording. When I messaged I was told we couldn't record a ppv. When I explained if the entity that brings the ppv in this case Bleacher Report, accepts recording or multiple views for ppv buys it's up to the cable company. B.R. does allow recording and multiple views so there is no reason to not allow recording. You have always allowed it and didn't update stating you no longer allowed it, so I purchased planning on finishing watching but was unable to. I did not get a response back, and was charged full amount . Also we are paying more but half the time the channels don't work. We are paying for a service you aren't supplying.

  Business response

  04/04/2024

  Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: they didn't talk to me nor resolve the issue.  I tried talking to them and got nowhere why it's going through the B.B.B.  they haven't answered the questions nor gave any refund.  They admitted in email they are the reason why the dvr didn't record it when it said it was.  And bleacher Report allows taping or multiple views of AEW.  So they shouldn't have stopped me from recording it.  This is not resolved.  I will not talk to them on the phone.  Respond here only.  
  
  Sincerely,
  
  ***** ********

  Business response

  04/15/2024

  Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at *************

  Customer response

  04/16/2024

  
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased Metronet internet in around November 2023. At the time of installation we were told that a $100 gift card would be sent to us after 2 full months of payment. A handful of months later I reached out to their customer service to follow up. They stated there was an email sent for us to fill out and that they would resend the email. It never came. A month or so later I contacted them again. I was told the email would be resent and they couldn't see it previously being resent. I followed the directions in the email to fill out an online form which stated that the gift card would be sent within 60 days. That email was received January 15, 2024 as of today's date we still have never received the gift card. I'm beginning to question if the gift card offer is actually real or just run around for customers to go through until they forget about it or just give up.

  Business response

  03/25/2024

  Thank you for forwarding Ms. *********'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They intentionally LIED to me about when their service would be available in my area last year; only for the very next time i ask on (03/15/14) for them to say that the service would be installed in June; when the previous year they had PROMISED me that it would be early 2024 (end of April at the latest) that service would start in June instead of early 2024 and then told me a manager would call me within 24 hours only for that to be a lie, but that i can pay for the service for months before having it installed Then the next day (03/16/24) they told me that there wasnt any plans ever made to install service at my address, and that there was never a call request made for a manager, but promised me that one would call in another 24 hours; only for that to be another lie

  Business response

  03/26/2024

  Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Metronet Fiber Internet in August of 2023. I was told that my services would be installed by the end of the year. They offered me a free month of service and a $100 gift card. Now Metronet is advertising everywhere trying to get customers, promising people a $200 gift card and a free month. I see metronet advertised every day on Instagram. It's been 7 months and I still do not have service scheduled. I also originally made a payment to metronet for the appointment that appears to never be coming. I reached out to my metronet contact from *** **************, the person there sold me this service in the first place. *** is a partnered seller of metronet services. When I spoke to her she told me there was nothing she could do for me. She told me to call customer care at Metronet. The previous time I spoke with this lady she told me my services would be ready by spring. It's spring now. She has no additional updates for me. I asked her to increase my bonus for signing up to match the new advertising. She refused. She told me I would have to call and cancel my service appointment and sign up from the beginning again. I have no idea if there's some kind of a list in order that has to be gone through for installations, but I do not want to be put on the back of the list. I have been waiting 7 months. I was promised that my service would be installed 4 months ago

  Business response

  03/26/2024

  Thank you for forwarding Mr. *******'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  While doing work on their lines todqy March 15th 2024 at around 9oo hours est, in the backyard neighbors yard, an employee decided to throw water and other things at my dog that was behind a 5 foot fence. Then he yelled at my wife to get the ****ing dog inside, and called her a few vulgar words. A police report has been submitted on this incident. The police educated their representative to cease taunting my dog. We were informed they should be out again to bury the drop they placed and would like to ensure upper management contacts us and is on site during this time to prevent further escalation.

  Business response

  03/18/2024

  Thank you for passing along the concerns expressed by Mr. ******* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/8/24 at 1031 a Metronet worker came into my back yard. He worked in the box located at the back of my yard and left several pieces of wires, bolts, caps etc. laying in the grass around the box. I let my 5 1/2 month old puppies out in the yard at approximately 3:15. Luckily, I went outside with them because within minutes I noticed them both chewing on the wiring left behind by the worker. I understand one of the little white fiberoptic wires in my puppies mouth is not digestible and can cause severe harm. I'm not sure if any of the wire was swallowed before I got it out of her mouth. The worker also only bolted down 1 of the 4 bolts in the cover laying on my grass. 1 bolt was not screwed in and my puppy later had the bolt in her mouth.

  Business response

  03/18/2024

  Thank you for passing along the concerns expressed by Ms. ********* and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer response

  03/19/2024

  
  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.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am drafting this complaint regarding the destruction on our property done by the construction group when the layed fiber line. They had no regard for property. We received no advanced notice in order to protect our landscaping. They managed to cut 2 sprinkler lines (that we are aware of). Instead of pulling up, or letting us know so we move our edging they cut out a 3’ piece. Then tried to splice it back in. When putting in their box they removed more dirt than they put back in so now it doesn’t sit with the rest of our landscaping. It also wasn’t tamped down throughout the area due to them having to make repairs. We just landscaped this last fall and made sure we covered all of it with weed block and black obsidian rock. Now some of both are missing. I was also informed the areas dug would have black dirt seed and straw. That did not happen. Those areas are also lower than the rest of our lawn. I can’t imagine what we will find once we turn on our system this year. I was out today and walked around on the rock and sunk up to 4 inches around some of the spots. There was no weed block around some of the areas they filled up low spots with our existing rock that we had the pictures don’t do it justice. Also have several more if needed.

  Business response

  03/26/2024

  Thank you for passing along the concerns expressed by Ms. ***** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer response

  03/27/2024

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

  This matter is not resolved.  I received a phone call from **** *****. He assured me everything would be taken care of and even asked about where we purchased.  I assume they are under contract and all they’re worried about is getting paid by finishing on time.  Nothing has been resolved. Nothing has been taken care of. All they did was call discuss what we wanted done and were going to get back to me to schedule it.  I haven’t heard a word since.  I’ll give them seven business days to make this right and if nothing happens in that time, I’ll be filing complaints with the city, the FCC, the utilities board and consumer protection.
  Sincerely,
  
  ***** *****

  Business response

  04/09/2024

  We have confirmed that the repairs have been completed, and we consider this matter resolved. 

  Customer response

  04/10/2024

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

  We cannot confirm repairs are complete until the sprinkler system is started up to confirm we have no additional sprinkler line damages.  Once that happens we will be able to confirm it is resolved.

  
  Sincerely,
  
  ***** *****

  Business response

  04/10/2024

  We have confirmed that the repairs have been completed, and we consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an order confirmation ****** from July 2022 for 500 Mbps Internet for $49.95, $0 for WholeHome Wifi, and free installation. I reached out three sales people, but they would not honor it. Instead, they steered me to choose inferior service or a higher price, so this is classic bait and switch marketing.

  Business response

  03/18/2024

  Thank you for passing along the concerns expressed by Mr. **** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer response

  03/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this billing resolution is satisfactory to me. They offered me a satisfactory rate, but I declined because MetroNet in ******** has slow latency, so it would be a downgrade from *********** ***. ****** ****** was very helpful, so kudos to ******.
  
  Sincerely,
  
  ****** ****

*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. ↩