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:10/02/2024

  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.

  Since having Omnifiber service installed, we have experienced several service outages related to line integrity. Whenever the wire vault is accessed to terminate neighboring connections, we lose our connection. This has been so much of a problem that I have approached the contract installers as this happens. They report that the wiring in the vault is a mess and that this needs to fixed by Omnifiber. This then requires me to call customer service, wait for support, go through all the check boxes, and then wait days for a tech to fix the connection. Until we lose our connection the next time the access point is opened and jostled with. This cycle continuously repeats with no long term resolution in sight. Our service is currently down again and we are without service until a technician is available to assist.

  Business Response

  Date: 10/03/2024

  We're saddened to learn of your experience, *** *******. Your satisfaction is crucial to us.  We will get a technician to investigate the vault and will clean up if there are issues.  I will reach out to you after the investigation.  

• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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 07/03/2024, I reached out to Omni Fiber customer service to alert them that I am not a customer of theirs, but that my phone number is being used on one of their accounts and I am receiving unauthorized text messages. I am not associated with their member (******* *********) in any way. I asked for my phone number to be removed.
  
  On 07/03/2024, Stephanie P****** responded that they were actively investigating the issue.
  
  On 07/17/2024 I followed up to notify Omni Fiber that I received another text message although I had asked for my number to be removed from the account. I received no response.
  
  On 08/17/2024 I followed up again because I received another unauthorized text message. I explicitly told them I wanted my phone number removed and that they were violating **** by continuing to contact me. I received a response from Keith Bryant that my number was removed from the account.
  
  On 09/17/2024, I received another text message. I reached out to Omni Fiber and they have not responded in 4 days.
  
  They are in direct violation with ****, I never gave them consent to do text my number. They have been negligent in fixing the issue, and performing due diligence on the contact information provided by their member.
  
  I want my phone taken off of their contact list and permanently removed from any accounts. I do not even reside in **** to obtain their services. And they are providing me with confidential customer information every time they send me a message for this account.

  Business Response

  Date: 10/01/2024

  *** ******,

  We're genuinely sorry to hear about your experience. Please accept our apologies. I will reach out to you to understand what type of text messages you are receiving. 

• Initial Complaint

  Date:08/06/2024

  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.

  I’ve been emailing and dealing with Omni fiber for approximately four months regarding the vault they put on the corner of my property. When they placed the vault back in the ground, they threw grass seed and straw down with the straw blowing away and the grass not growing. Twice they have attempted the same practice with no results. I’ve been contacting them by email and phone for four months, trying to get them to come out and correct the problem. They’ve created an eyesore on the corner of my property and expect me to maintain it to get it back to its original condition. When I spoke to them today, the representative when I mentioned contacting the Better Business Bureau said to do what I have to do. So I’m now sending this email. I attempted to attach the pictures however it says that they are too large. I do have a long string of emails that I can forward if you give me an email to send them to. This is proof of my contacting Omni fiber over the past months, attempting to get this problem solved.

  Business Response

  Date: 08/07/2024

  *** ***,

  Thank you for
  providing us with your valuable feedback. We’re disappointed to hear that our grass seed and straw are not yielding the desired results.  I will do some research to see if there are any other options.  We will reach out to you.

   

   

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ***

  Their solution was to put down grass seed with ground up straw with a requirement that I water and maintain it until it grows. I disagree as it’s not my responsibility to maintain the mess that they created. They should be required to put it back the way that it was. Planting grass and leaving it for the homeowner to take care of is not a reasonable solution. 

  Business Response

  Date: 08/12/2024

  Omni Fiber sent an employee to *** *** yard to perform the restoration of his lawn.  *** *** told us what he wanted to have done.  *** *** shook our employees' hand and said thank you.  

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** ***

  They did send a rep out who put down grass seed and straw. They’ve done that three times with now with no grass growing. I’ve been watering and maintaining the mess they left behind after digging the hole months ago. I’ll wait to say whether or not I’m satisfied once my yard looks like it did before they dug it up. They’re missing the point that it’s their job to put it back as it was, not mine. However, I’ll continue watering it daily hoping for the best results. If it doesn’t grow they need to come back out. 

• Initial Complaint

  Date:07/02/2024

  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.

  In the early spring OmniFiber teams were throughout our neighborhood installing lines fiber lines causing our treelawns to be dug up. Inadvertently our sprinkler line was hit in mulitple places. 5/22 " Frank" came out to "fix" our issues. Upon turning on the sprinklers, one of them "popped" up and the attached picture is what we saw - this is not how they found the system - electrical tape / duct tape to fix?!? I have called back to customer service repeatedly and they "file a construction team" form or request - this has been done with the promise of a call back within 72 hours - has NEVER happened. I asked to talk to a manager on 6/19 - "Todd M********" said there is nothing he can do but reach out the the contracted construction team - I asked for a call back with a resolution and again received nothing..... Today after 3 more calls since no return call from the contstruction team or management(Todd), I called and asked for another escalation to someone who can assist me - I was given an email and told no one to talk to. This is POOR customer service and unacceptable for a company to not repair what they broke for "goods" that I do not even purchase and now will NEVER support nor will my neighbors and community as far as I am concerned. I work in healthcare and this is the worst customer service I have ever come across in my 30 years of hosptial administrative leadership.

  Business Response

  Date: 07/03/2024

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

  Thank you for bringing this matter to our attention. We are sorry for the inconvenience that you have experienced.  I understand that Stephanie B from our Constuction team has been in contact with you today, and it sounds like we are on the road to getting your sprinkler system repaired. I also left you a voice mail with my office number.  I will follow up with you in a couple of weeks to make sure everything is moving in the right direction and offer my assistance. 

  Thanks to your feedback, we are working on ways to improve our processes. 

  We will do everything we can to resolve this issue.  

   

  Mark A********
  Customer Service Manager 

  Customer Answer

  Date: 07/04/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ************
  

• Initial Complaint

  Date:05/08/2024

  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.

  Our internet line was cut and Omni came out to replace the line told me they would be back within 14 days and as of today it is still not buried well into a month. I have called everyday spoke to **** and *** along with many others emailed until I am blue in the face and still no line buried

  Business Response

  Date: 05/10/2024

  Customer has blocked our area manager, and my phone number.  She won't speak to us to resolve the issue.  

  Business Response

  Date: 05/16/2024

  Omni Fiber's area manager met with Ms. ***** on Thursday, May 16th at 1:00 PM for a pre-scheduled appointment.  Our technician used proper tools to bury line, except in a couple spots that needed to go deeper due to area where ground was harder and more difficult.  Customer's line bury was completed, and customer has area manager's contact information in case she needs further assistance.

  Customer Answer

  Date: 05/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  I however would like to say that this business has one excuse after another.  I know that I heard 30 different excuses on why they did not do what they were supposed to do.  I would give them a fail in the customer service area.
  
  Regards,
  
  
  
  ******** *****
  

• Initial Complaint

  Date:04/26/2024

  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.

  Omni fiber came to install 9/20/23. They hit a water line in my home. As of April 2024 they haven't fixed the damage. After multiple calls. We are moving April 27th. I called last month and complained again. They told me they would not bill me. Today, I was billed and they cut my internet a day early. Customer service does not resolve anything.

  Business Response

  Date: 04/29/2024

  ****** - We apologize for the inconvenience.  I will reach out today to get some additional information.  This is not standard practice at Omni Fiber.  Our goal is for our customers to be completely satisfied with our services.  

• Initial Complaint

  Date:03/15/2024

  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.

  Took by phone from consumer. (Canton BBB) About Feb 19th, 2024 salesperson came to house offering new service with Omni Fiber. Accepted the service. Took the checking account # right away and the 72 dollars before service installed. March 11th came to install the service. Installation not as promised in orig sales. So not installed. Cancelled by phone order #*******. Spoke to a supervisor today about getting refunded, was not given any answer. Just want my money back.

  Customer Answer

  Date: 03/26/2024

  Via phone:

  Consumer states that the business did refund his money - this has been resolved.

• Initial Complaint

  Date:03/13/2024

  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.

  3/13/2024, billed $150 (double) for account #********, I spoke with a Stephanie P****** ahead of time after I got an email stating my "auto-pay" on this ISP account was about to occur in the amount of $150. She directed me to call the given number which I've tried to do for 2 weeks, where I get a recorded message stating that "your call cannot be completed at this time". I cannot get access to my consumer account online to change any billing payment options (OR ANYTHING AT ALL), as it just states "COMING SOON". This is no way to run any business, much less an FCC regulated ISP. I have indeed also filed a formal complaint with the FCC.

  Business Response

  Date: 03/15/2024

  Spoke to the customer, and he is happy with his service and our response.  

  Customer Answer

  Date: 03/16/2024

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:12/17/2023

  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 hung a box in the front of our house without asking. Drilled big holes in my brick which has destroyed my brick and ran a wire up the front of my house. Huge eye sore! Also they are only giving us half of what we paid for. We paid for 1g and are only getting 500!

  Business Response

  Date: 04/11/2024

  
  3/27/24-business sent email response
  
   
  
  Complaint ID ********
  
  Mark A********
  
  Afternoon,
  
   
  
  Is it possible to open complaint ******** ?  I am in the process of contacting the customer to see if there is a way to solve the problem.

• Initial Complaint

  Date:08/15/2023

  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.

  Dial up is faster then the service they offer. Customer service management needs trained right. They said that area I lived in is under construction and "I don't know"..... That's poor!! The blueprint was wrong to the constitution. It was finished. If the splicers knew there job then it would have got hooked on the day it was suppose to. I wouldn't recommend this to my worse enemy!!!

  Business Response

  Date: 03/07/2024

  ****** ******** contacted the customer and sent a crew to his home to fix his problems (Jan 19th). 
  
  I also followed through with the customer to make sure he was happy with his service.
  
  

  And wanted him to know that he can contact me with any problems or concerns.

  
  Please let me know if there is anything we need to do to close this up.

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

   

  The tech did call me, but the response time took months and this unacceptable. They tried to bribe me with free service. I had to complete their work - which is bury the cable underground around the entire house. The company lied to me.

  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 03/15/2024

  **** is not a customer of Omni Fiber.  His parents are the account holder, and they have stated the complaint should have not been made, and that they are happy with service.