Complaints

This profile includes complaints for Socket Telecom, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Socket Telecom, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Socket Telecom, LLC

  2703 Clark Ln Columbia, MO 65202-2432

• 

  Socket Telecom, LLC

  PO Box 7716 Columbia, MO 65205-7716

• 

  Socket Telecom, LLC

  5301 Veterans Memorial Pkwy Ste 103 Cottleville, MO 63376-2299

• 

  Socket Telecom, LLC

  PO Box 7085 Columbia, MO 65205-7085

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:03/02/2023

  Type:Billing 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.

  I contacted the company in February because we had an issue with our router. I spoke to a tech who said they would send me out a new router. Then all of the sudden, I got a bill for $200. I called about it and they said it was for renting the router $5 a month from the end of 2020 to now. Why would they bill me all of the sudden? They claimed I agreed to their terms. I asked where the terms were sent, by email or by mail? She told me it was on their website. The $5 charge was never reflected on any bill I received. I left a message for a supervisor but they never called me back. I called again and was basically told I had to pay this. I do not believe this is right. I understand paying the $5 moving forward as someone has now told me about it but I don't think it's right to bill me for the past 2 years now when I never was told this.

  Customer Answer

  Date: 03/02/2023

  The company contacted me and said they will remove the bill.

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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.

  Trying to bill me for equipment I did not use. Never took it out of the box. Never reimbursed me on lost internet for 2 weeks. Billing me 4 months later after I stopped using their service.

  Business Response

  Date: 02/07/2023

  In reference to the equipment that was returned. We have our inventory and modem support team refurbish equipment to continue to provide to customers. The router was returned with insect excrement inside the ethernet port and inside the device casing. Per the terms of service, the customer that returned the router would be responsible for the equipment cost as they had the equipment in their possession. 

   

  Credit for downtime in their last trouble ticket. A billing ticket was created and assessed by the department supervisor. Credits are assessed based on the reported date of trouble and calculated after the trouble ticket is resolved. Since the customer canceled the services while the trouble ticket was still open and had not asked for credit until their recent call interaction on 2/6, a credit assessment was not submitted. From that date that the trouble was reported and when the customer canceled the service a credit was calculated in the amount of $8 and has applied to the cost of the equipment invoice.

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did NOT use the router that was given to me.  If this is in regards to my previous router, I was still a customer at that time and the company accepted my return.  I also reject this offer because I am now receiving a bill 4 MONTHS AFTER this return.  I called Socket multiple times to ask for a credit and confirmation about the equipment being returned.  I was assured I would get credit and told I would receive a confirmation email that they received the equipment.  Neither of these things happened! If this company wants money for equipment, just say so.  Instead of accusing a customer of having BUG DROPPINGS to penny pinch them out of money after being a loyal customer for 13 years.  Terrible customer service and horrible attitude.  Very Insulting and rude!
  
  
  
  
  
  Sincerely,
  
  
  ***** *******

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 is trying to exploit money from me and defraud the goverment program called ACP. I was a registered receipent recieving the credit for internet. I was only supposed to pay ten dollars, while the ACP was paying the other amount every month. Around October 2022, Socket was trying to bill me for the portion, they was already recieving from the Government ACP. I contested this because I know they were all ready paid for those prior months by the program. Socket has now, disconnected my services, and is goint to send this bill into collections. Even when I kept sending them emails, and correspondences between myself and the ACP program, stating that I am receiving benefits, and those credits were all ready sent to Socket, Socket is still trying to charge me the 140.00. So, they have defrauded the government, and myself.

  Business Response

  Date: 01/05/2023

  Socket did not receive reimbursement from the Affordable Care Program for the customer services for the month of October 2022. Notification was sent to advise if the customer has not moved the credit to another provider they would need to recertify for future credits. 

  Customer Answer

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/13/2022

  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.

  Socket hired Southern Utility to install fiber Internet lines in my neighborhood. Southern Utility damaged my property. They hit a sewer line and it caused flooding in my home. There&#**;s $3500 worth of damage in the home. I have contacted Southern Utility and nothing has been done.

  Business Response

  Date: 02/02/2023

  Original email correspondence was received by *********************** on Friday 11/4/2022 at 4:24pm by email that included picture attachments of the damaged items, shoes, slippers, blankets, etc. The email had not included a contact name, phone number, or the address that was affected, nor receipts or invoices of the damaged items. We replied to the email on 11/8/2022 at 7:44 AM requesting that they provide contact information and the address so their concerns can be forwarded to the field management team. No email reply was received that provided this information, but instead ****** came to the Socket office looking for response to their complaint. At that time, we were able to retrieve their contact information and address, we asked that they submit invoices or receipts to forward to the field management team to assess for reimbursement. To date we have still not received the requested receipts or invoices for their reimbursement request. We confirmed that our field management had the sewer line repaired. **************** had offered ****** $2000 without receipts or invoices for the damaged items, she rejected the offer.Tell us why here...

• Initial Complaint

  Date:12/06/2022

  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.

  Socket internet company got approval from the City of Columbia to lay fiber optic internet in my neighborhood around August 13th 2022. No one informed us, or asked us about the digging on the property, and I came home to them digging in our front yard with a backhoe to lay the fiber. Three months later I find out that they put a hole in my main water pipeline leaving our house. Dirt had fallen into the pipe clogging it and water backed up into our living room due to the clog. A plumber had to be called to unclog the pipe, our expansion tank on our water heater had to be replaced, and hopefully our flooring and drywall also doesn't need to be replaced. The plumber also ran a camera down the pipe and I quote ,"This clog is 40ft away from your home, that's not normal. The hole also could not have been done by natural causes (tree roots, ect) and someone must have hit it with a backhoe while digging. It's too big for a shovel." We've been trying to get ahold of Socket about fixing it for a month now and no answer. Our home insurance company is also trying to get ahold of them to hold them accountable and they are dodging their calls as well. The CITY is also trying to get ahold of them and no response. It's ridiculous how they are not being held responsible for putting a hole in our pipeline and not even INFORMING US that it happened. The repair of the pipe was estimated between 3000$ and 6000$. We should not have to pay that because the CITY gave consent for them to dig on OUR property. Then damaged it.

  Business Response

  Date: 12/07/2022

  Socket originally received an email on 11/15/2022 in regard to the damages at *** * *********** ** with an estimated invoice of $2900 for damages on 8/19/2022. This was then forwarded on to the field management team. An email reply was sent to the person that reported the damages that we had escalated this for investigation and to allow 7-10 business days for a follow-up.  Due to the Thanksgiving Holiday that timeline was pushed back, however the field management team as well as the Contractor company founder and President are aware and actively working on this complaint. 

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will accept their response, but would like to add that I spoke to the contractor today and can tell you that he showed me the email from Socket THIS MORNING 12/7/22 saying that the pipe needed repair. That was the first message he had received about the complaint. We did give Socket 7-10 day and the only response we ever received was an automated email response saying they would contact us. They never did. It was 23 days since our first interact that the problem was even acknowledge. Within 24hrs of this complaint Socket magically responded. I'm still furious but glad that it has been resolved and I can continue on with life.
  
  
  
  Sincerely,
  
  
  
  ***** **********