Complaints

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

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  Gateway Fiber

  275 W Service Rd N Ste K Wright City, MO 63390-3395

  
• 

  Gateway Fiber

  313 N Gladstone Ave Jonesburg, MO 63351-1004

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:05/30/2024

  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.

  Gateway came into our community to install fiber lines 5/7/24. They did not notify me that they were going to be digging on my property as I did not ask for any services to be completed. They dug in 3 separate locations in my front yard right where I laid new sod. They did not put new sod or new seed down and instead just threw straw on it. I have made several attempts to call the company to get my yard new sod in the areas they damaged include the new bare spot they did. I even put in a ticket and each time they tell me someone will call and no one does. Why would anyone want to go with a company that destroys yards and can't even call back the people who are affected. I didn't ask for this nor will I ever go with them, but my yard needs fixed

  Business Response

  Date: 08/05/2024

  This customer's yard was put back in order.

• Initial Complaint

  Date:03/18/2024

  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.

  In July 2023 we received a brochure from Gateway Fiber (OF) that they would be expanding their service to our **** of ************, **. In particular, the website says No hidden fees, data caps, contracts, or installation fees. We applied online on July 25, 2023 and were given a subscriber account number ******** and a work order number ********. Construction started and continued through the summer. As work progressed we saw the fiber cables being pulled and junction boxes being installed along our road. I called **s customer service in the fall and their representative verified their records of us as a future customer and said construction was anticipated to be completed in late November and we should hear something soon thereafter about connection. We heard nothing else till the week of February 12 when two ** representatives stopped at our house. They gave us a copy of a ** brochure which restated that there were no hidden fees, data caps, contracts, or installation fees. The representatives confirmed that service was coming and we should hear something the week of February 19th about connecting the service. We received an order confirmation number (******) on February 21st. We did not hear from **. I called **s customer service the week of February 26th to discuss the situation. The ** representative was unsure what the problem was and would get back to us. On March 8th I received an e-mail from the Vice-President of Sales stating, in part, your address falls outside of the grant **** so we can't deliver service to you. The VPs e-mail went on to say that for $2445.00 they could extend the service and make the connection. In no previous communication has Gateway Fiber told us that we are outside of the grant **** nor were we told that there would be a cost or any type of fee to get the service from the road to our house. We believe Gateway Fiber has used misleading and false advertising and has failed to provide services as agreed and promised.

  Business Response

  Date: 04/03/2024

  In April of 2022, Gateway Fiber was *****ed a ***** by NTIA to deploy broadband into areas specified in the ***** ************ This ***** ***** included areas in ***********, ***********, and *************
  
  As part of our efforts to determine prospective customer interest, our marketing efforts were targeted to general areas where we planned to utilize ***** ******* to partially fund the cost of construction. Those marketing initiatives were not a guarantee of service, nor was it implied that every home that received a mailer or advertisement would be eligible for connection.
  
  Unfortunately there is always a delineation point where construction starts and the project (and related *******) ends. Utilizing the plans provided to NTIA for the *****ed *****, that demarcation point was just outside the area for the complainant in question, hence the reason that he was informed that he would have to partially incur the drop cost from where the ***** funded infrastructure was to his premises.
  
  While our goal at Gateway Fiber is to connect the unserved and underserved, there are circumstances that are cost-prohibitive. We evaluate each of these situations on a case by case basis and will do all we can to connect customers when feasible.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21450732
  
  I am rejecting this response because:
   Gateway Fibers response is not an effort to resolve this issue. The facts are: 1) Gateway Fiber marketed their fiber optic internet service coming to ************, ** in July, 2023; 2) We responded to that marketing effort applying for internet service and agreeing to pay $65 per month for the service; 3) Gateway Fiber accepted our application and provided us an order number, a subscriber account number and a work order number; 4) For eight months we waited for the completion of the fiber optic installation and notification of pending connection; 5) During that eight months I spoke to a Gateway Fiber customer service representative twice and two Gateway Fiber representatives in person at my home who lead us to believe that service connection was imminent.
  
  In none of the marketing material nor on their website is there a mention of a limited service area or a grant ***** No one I had contact with from Gateway Fiber prior to March 8th ever said we were not in the service area nor would be denied service connection. They used misleading and false information to entice us to apply for service. (marketing No hidden fees or installation fees). I believe that by offering the internet service and accepting our application for service and offer to pay for that service Gateway Fiber entered into a contract with us which they have breached.
  
  The only acceptable resolution of our complaint is for Gateway Fiber to make the agreed to service connection, at no cost to us, and we will happily pay the monthly service charge for a working internet connection. We will continue to pursue this matter otherwise.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/19/2023

  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.

  Gateway Fiber contracted with a company to lay fibre in our neighborhood. This started probably around March or April if 2023. The company completely tore up the side of our yard along with multiple other areas of the yard. The side yard was poorly filled when the new sod as laid and our yard has now settled making it incredibly uneven, even appearing to sink. The corner of our yard has never had sod laid after being torn up so is completely bare! Along with that the company left a large rock in our yard that was not there to begin with and has not been removed. Finally in the front of our yard next to our walkway the company dug a hole but again failed to adequately fill the hole and placed the sod back over the hole. The hole is 4-5 inches deep and likely to cause a sprain or broken ankle should anyone step in it. This has been brought to the attention of the company numerous times over the last 4-5 months. Im fact a gentleman came to our door on August 8th to follow up and my wife physically walked out to show the areas that needed to be addressed. Nothing has ever been done. It is the companys responsibility to return our yard to its prior state and they have failed in every way to do so. I have numerous pictures but unable to attach as they are too large. Happy to send in another format if needed.

  Business Response

  Date: 11/14/2023

  Issues have been resolved to the satisfaction of the homeowner.

  Down the side of the house where we had placed sod originally had settled so we raised that area to grade and laid new sod.There was a rock left that we had dug out, we picked that rock up. There was a small section on the corner between the sidewalk and street that had gotten missed so we laid new sod there. Lastly there was a spot in the front yard that we had potholed for water and it settled so we raised that to grade and laid new sod. 
  

• 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 put in H31353034373231**3434H cables in and around my property about 6 weeks ago. When they were working they cut the water line to the ******** system in my front yard. They attempted to repair it but didn&#**;t put clamps on the system, so pressure was lost. My sprinkler goes off automatically at 4 a.m. and I didn&#**;t notice it wasn&#**;t working until recently. I&#**;ve contacted the company and they are aware of the situation. The previously came out and leveled the yard and put down straw and grass seed. They know of the issue but when I spoke with a customer service person last, she ended the call. I had the sprinkler company come out and make the repair. It cost $150.00.

  Customer Answer

  Date: 09/28/2023

  Copy of the bill and repair work

  Customer Answer

  Date: 09/28/2023

  Copy of the bill and repair work.

  Business Response

  Date: 09/29/2023

  This repair has already been made, the customer has been contacted, and reimbursement is being made.

  Customer Answer

  Date: 09/29/2023

  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.  They reimbursed me today for the $150 expense I incurred.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/18/2023

  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.

  Gateway fiber is running their lines under ground. They dug up my front yard and my back yard. Put huge boxes in the ground, I wasn’t happy about that but there’s nothing I can do about that. But They refused to seed my front yard and backyard. That’s what I’m upset about. EVERYONE else in the neighborhood got theirs seeded with hay on top. I’ve got pictures of the entire street done except my front and back yard . I had to go out and spend $65.00 for grass seed and a special cover you put down on the ground to prevent the mud from draining from the rain because the dirt is on a hill. A lot of mud already ran down from our most recent rains. I have pictures of before and after I did the work myself. It sat there for over 3 weeks, just dirt. They said they would originally do it and they lied to me. I also have pictures of my entire neighborhood done except mine. I have the receipt from **** *****, it’s $64.58. You know that’s not much money but it’s the principal of it. Plus I spent 2 hours outside sweating my but off laying all this stuff down. I want my $64.58. And a written apology from the guy I originally talked to. I don’t remember his name, he was in charge of the entire project for our town. I guarantee he remembers me. Before any work was done they told the city of union all yards would look better after they completed the job then they did before they started. This has been a very stressful situation to go through and I definitely didn’t deserve this. I would appreciate your help. Thank you, ****. I tried to upload pictures but it says the file is too big and it won’t go through. The pictures tell the whole story. Maybe I can send it another way if you can tell me how. Thank you again.

  Business Response

  Date: 09/19/2023

  Customer has been reimbursed and his yard has been restored to satisfactory condition.

• Initial Complaint

  Date:07/22/2023

  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.

  Failure to bill correctly, no free month for p[**** and customer adjustment., continued incorrect billing.I joined Gateway in early May, included was 1 month free promo Expecteed monthly billing *****.May bill was ***** correct as free month comes after first month payment June bill was ***** Amount is correct for first months bill includes (partial month initial service, however should be a free month with $17 added for partial month.I called service and explained I did not receive my free month. Woman told me she found I was not signed up for free promo month. Apologized. and gave me another free month. This months bill is again *****. No free month and an increase in my monthly rate.If they cannot cancel this months incorrect bill (if should be free this month and next) then close the account and credit me for the incorrect July bill.*********************

  Business Response

  Date: 07/24/2023

  Customer was credited for 2 months of free service on 6/30. ************* is not credited as part of the package. Our staff has left a voicemail with the complainant.

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ID ********, and find that this resolution is satisfactory to me.

  Please mark ********* number ******** CLOSED TO CUSTOMERS SATISFACTION.

  After a week of trying to get ahold of Gateway Fiber, I finally got an answer back and a response to my *********. This morning.

  Gateway Fiber removed the current incorrect monthly 95 dollar charge and issued a credit for same. They also issued a 100 percent monthly credit for both the  monthly service and one additional month per discussions in June regarding incorrect billing since opening the account.

   

  As of now, all is correct.

   

  Please pass on my gratitude to your team at BBB as well as my thanks to Gateway for addressing this.

   

  You all do a great job and ******** is lucky to have you all.

   

  *********************

  3187 Myna

  *************, **  63367
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  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.

  They never came back to our house to finish the Internet. Every time we call this lady tells us the boss will call us. No response. They tore up our yard and driveway. According to my husband’s they put the Internet in wrong spot.

  Business Response

  Date: 07/10/2023

  The installation manager spoke with customers and have resolved the restoration issue as well as installed the service requested. We believe the issue has been fully resolved to their satisfaction.

• Initial Complaint

  Date:05/09/2023

  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.

  They started digging in my subdivision the Friday before Mother&#**;s Day in 2022. My lawn is still messed up and they cut my sprinkler head and threw it in my neighbor&#**;s yard. I need my sprinkler system turned on. I started complaining on March 8, 2023 and still nothing has happened. They need to do a backflow test. I need my sprinkler system fixed.

  Business Response

  Date: 05/25/2023

  We have contacted the complainant and resolved the complaint. We have agreed to repair the damage that we were unaware of and fully restore the yard to as good or better condition.

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/04/2023

  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.

  4/25/23
  Gateway Fiber cracked my driveway when they were installing lines on my property. The driveway is also still raised up in the section where they broke it at. It was clear negligence in not drilling deep enough under the driveway. You would think they have done this enough that they know how to actually install the cables. They drove a machine up my driveway, beyond where the easement would be (the tiremarks show where they went up to, without permission), in an effort to push the buckle in the driveway back down, probably in hopes that I didn’t notice the damage they caused. I called ***** at Gateway after I arrived home from work and saw the damage. She assured me that a construction manager would contact me and I would receive an email about my claim. This was 9 days ago. I never received the email. She called me the next day asking is the construction manager had contacted me yet, which he did not. She said if I did not hear from him by the close of business to call her back. I did not hear and called her. She acted surprised and said she would call him and then call me back. I have not heard from ***** or anyone else since. I have called daily, and left voicemails but it has now been over a week since I have heard from anyone.

  Business Response

  Date: 05/25/2023

  Gateway Fiber takes these complaints seriously and has a ticketing system in place to track & address each and every complaint.  There seems to be two issues raised in this complaint to the BBB.  The first is the damage to the driveway and the second is working outside of the easement.  

  With respect to the construction damage, one of our Gateway Fiber reps has been in contact with the homeowner and the contractor who completed the work on Gateway's behalf to investigate the issue.  It has been determined that the contractor did damage the driveway and will be responsible for replacing it.  This has been communicated to the homeowner and the contractor is in the process of organizing/scheduling the repair.  

  With respect to working outside the easement, the recorded plat for ***** ******* **** ****** where this residence is located provides "the right of temporary use of adjacent ground not occupied by improvements for the excavation of and storage of materials during installation, repair, or replacement..."  The contractor working for Gateway was working within their rights as outlined in the plat.  

  Customer Answer

  Date: 05/31/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Four separate people have told me they would fix it then nobody follows up and not motion on that aspect.  There are other issues that have been going on with gateway on the news that still haven’t been repaired after two years so it is empty words still. As far as the easement violation is concerned, they did not go beyond it for any of the reasons listed that were allowed so it is a violation. I will not be satisfied until they actually have completed work in replacement of their damage. Gateway claims they care and take complaints seriously, but I couldn’t get a response after they found out what they did until I made a bbb complaint. And the response is all the same that they have to talk to the contractor. Then talk to them and get it done. It’s pretty simple. 
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ********