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

  
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  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:05/09/2023

  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,
  
  
  
  ******** ********