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:10/29/2024

  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 September 14, I canceled all my services (internet, cable and home phone). I was given a ticket number. I called back on the 24th of September after receiving a bill. I spoke to the same person, Amber, who said she made a mistake on her end but would fix everything. On October 28th, I received a pink past due notice in the mail. I called today 10/29, and spoke to Harrison. He said I never cancelled my internet. He said he would put the change through but recommended I pay the entire past due bill. He would not assist me anymore and said there was nothing else he could do. I should not owe anything and in fact should receive some sort of refund since we prepay for Everest services. I worried that this past due bill issue with affect my credit score even though I did cancel the service.

  

  Business Response

  Date: 11/11/2024

  ****, 

  Thank you for bringing this to our attention. I have checked in our system to make sure that your account is disconnected and backdated to the date you first requested. I attached an image of our system reflecting the backdate of 9/14/24 for your records! Due to this not being done properly by one of our reps before, the order to disconnect the services was not completed until 10/31/24. In order for the balance to reflect the backdate and reflect a credit, this will have to go through the next billing cycle which for your account will be 11/25/24. I advise you here as well to not pay the full balance as it is not truly due. Once the bill cycle passes, as long as you are not moving from your residence, your refund check will be mailed to the service address that was on file. I have confirmed as well with the internal staff that this situation will NOT have any effect on your credit score and will not be sent to collections or anything of the sort. I sincerely apologize for the inconvenience this has caused, as this is not the way we aim to do business nor is this the experience we want our customers to have with us! If there is anything else I can do to be of further assistance to you, please do not hesitate to reach out. 

  Customer Answer

  Date: 12/10/2024

  Per the response from Everfast I understood that a refund would be processed to me after the November billing cycle.

  Since that response I have received a pass due notice dated November 20, 2024 indicating an amount due of $191.31.  That notice was followed up with a monthly statement dated November 25, 2024 with an amount due of $187.32. 

  As of today I have heard nothing further from Everfast regarding the promised refund.  I just want this entire process handled and finished.  

  Please someone help me and all the others being treated this way by this company.

  

  Business Response

  Date: 12/18/2024

  ****- 

   

  I apologize, I thought that a previous rep had relayed to you that the refunds typically take about 30 days to make it to your address. That is 100% on me for letting you know myself, I am so sorry! I have checked in with the bank we partner with and they are working on sending your check out with your refund. The timeline given to me with the holidays, is delivery of check by December 30th. As for the past due notice and monthly statement, I am checking with my billing team to see why the system sent these out. In the system, I do not see any charges and only see the refund amount so I can assure you that there is nothing owed and I am looking into this further. I sincerely apologize for all of the inconvenience these multiple situations have brought, but I appreciate your patience with us as well. 

• Initial Complaint

  Date:09/22/2024

  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.

  9/11/24 - we called to cancel service. We were told we'd have to speak with the cancellation department, they were not available, but would call us back later that day.
  9/12/24 - we returned their equipment to their office. I called later in the day and was told it can take 7-10 days for the cancellation department to contact us.
  9/20/24 - I called the company since they have not called us back, and I was told that the system indicates service has been cancelled.
  9/22/24 - we received a bill for service for 9/17/24 thru 10/16/24. Any attempts to concact Everfast today will be unanswered because their hours are limited to weekdays, and short hours on Saturdays.
  They have NEVER called back.
  Note: In June, 2024 - the "landline" was not working. The service guy said they'd need to cut into the ceiling to repair a short in the lines within the house. Obviously, this would have meant additional repairs to ceilings. Or, we could get VOIP phones. Once VOIP phones were setup, Caller Id did not work. A call to Everfast resulted in a change to how the account was configured in their system to fix the caller Id problem. Once that was resolved, we tried the old phones and everything worked fine. This would have been a very expensive deal if we would have allowed them to cut into the ceiling - for no real reason.

  

  Business Response

  Date: 11/25/2024

  ***** 
  
  I apologize for how long it has taken us to reach out about this complaint, and I appreciate your patience with us. Between the time this complaint was filed and my response, your account was cancelled out and back-dated to 9/11/24. I am also seeing that we have a credit due to you for a total of  $42.78. This will be sent via check to the address we have on file from you within 60 days. 
  
  The technician you had experienced that told you that we would need to cut into the ceiling and do extensive work has also been coached about this situation. We apologize for the misinformation that was given to you and are happy that we were able to find a different way to resolve the landline service issues. 
  
  I am providing a screenshot showing that your account was backdated and cancelled, as well as a screenshot of the credit that will be sent out. I am sincerely sorry for the experience you had with us while trying to cancel your services and with our technician. I sincerely apologize on behalf of Everfast Fiber Networks. If there is anything else I can do to assist you further, please let me know! 

  Customer Answer

  Date: 11/26/2024

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

  On Sept 24 I was told that the refund would be issued, by check, in 30-60 days. It has now been 63 days. I cannot consider this matter closed until a check has been received, deposited, and cleared.

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

  

  Business Response

  Date: 12/02/2024

  ***** 
  
  I completely understand not wanting to mark this as resolved until you have your check deposited into your account. The way the billing system works with our bank, requires the bill to go through the bill cycles. Your next one is the 17th, so at the latest, your check will go out on the 19th. However- We are doing our best to see if our bank will make an exception and send the check out this Thursday. 

• Initial Complaint

  Date:08/14/2024

  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.

  This company makes is impossible to cancel it's service. Phone calls on hold for hours, then transfers and hold and hold and disconnected. Then call back and "everyone is busy". Then I call back and still no one is available to cancel my service and I'm billed again. It's a horrible company and it shouldn't take this long to cancel a horrible service and horrible company.

  

  Business Response

  Date: 11/25/2024

  ******* family, 
  
  I apologize for how long it has taken us to reach out about this complaint, and I appreciate your patience with us. Between the time this complaint was filed and my response, your account was cancelled out and backdated to 8/14/24. Due to your overpayment previously, I did add a credit onto the account to correct the balance due back to you. This brings your total refund to $125.91 and this will be mailed out to you within the next 60 days to the address on file. I have attached a screenshot of the 2 credits that are bringing your total refund to the $125.91 as well for your records. I am terribly sorry for the experience you had with us while trying to cancel your services and do apologize on behalf of Everfast Fiber Networks. If there is anything else I can do to assist you further, please let me know!