Complaints

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

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  TruVista

  112 York St Chester, SC 29706-1484

  
• 

  TruVista

  736 US Highway 321 Winnsboro, SC 29180

• 

  TruVista

  1703 US Highway 82 W Tifton, GA 31793

• 

  TruVista

  5012 S Third St Soperton, GA 30457

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  TruVista

  1637 Springdale Dr Camden, SC 29020

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:07/20/2025

  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.

  Internet service provider, Truvista, service to our home and business went out on Wednesday July 16th in the early morning hours. Truvista was notified. Repeated phone calls only resulted in a promise to expedite. Latest information is now Monday at the earliest. MAYBE. That will be six days without service. We also operate an ****** and are unable to rent it without internet. Plus Ring cameras not working plus unable to verify security locks.

  

  Business Response

  Date: 07/26/2025

  A technician was dispatched and visited the home on 7/22. During this visit, he replaced the jumper and the internet service is now up and the issues have been resolved. A customer courtesy credit of $15.00 has been credited on the account for the 7 days of the customer's issues with their internet service.

  Customer Answer

  Date: 07/26/2025

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

• Initial Complaint

  Date:07/17/2025

  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.

  Tech support requires a business app or internet access when your calling in for internet issues Instead of providing help with internet issues they try to sell you an upgrade telling you needbit instead of checking to help Internet cable is across my front lawn was told someone will be out in 4 to 6 weeks to bury the line was not told that prior and can't mow my yard

  

  Business Response

  Date: 07/27/2025

  The ************** Manager will give the customer a call on Monday,7/28 to provide customer with details regarding dispatch to his home to bury the line. A follow up call will be placed to the customer once the line has been buried to ensure that all work has been completed. Once the follow up call is placed, an update will be added to this ticket as well.

• Initial Complaint

  Date:07/16/2025

  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.

  Business has had interrupted **************** for multiple months now . During these interruptions Adt security system is down also . I am a disabled veteran on hospice care at home . I need my Internet to be reliable . Several of my neighbors have similar complaints also . The Technician according to the service representative in this Chester , ********* said my ticket was closed . Her first name is **** . You may have to contact her to assess this cluster .

  

  Business Response

  Date: 07/26/2025

  After a full review of the account, a technician visited the customer's home on 7/17 and replaced the Internet Modem. A follow up call was made to the customer as well on 7/17 to check in and assure that all issues had been resolved and the customer stated that the service is working good. The customer was happy with the issues being resolved.

• Initial Complaint

  Date:07/06/2025

  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 June 24, 2025 my nephew made a $210.92 payment in person to restart his ******** services that were previously disconnected due to non payment. After making the payment the representative ensured him that his services were active. On June 25, 2025 a ticket was placed because the services were still not active. On 06/26/2025 he received a call from a technician staining he would be there within the hour and he never showed! Did not even call to say that they would not be able to make it. We made calls on 06/26, 06/28, 06/30, and 07/02. Some of which were not even document by the representative you took the phone call. During the last two calls the representatives answering the phone brings up a past due balance of $58.72 in which he was prepared to pay on 06/24 but was told that all he had to pay currently to restore the services were $210.92. Qccoriding to the system his services are active but the modem only shows 2 green lights after power cycling multiple times. There is no answer as to when a tech can be sent to look at the reason for the service interruption due to being short staffed. As of today July 06, 2025 we have not heard from anyone!

  

  Business Response

  Date: 07/14/2025

  We are unable to locate an account in the name listed within the complaint. Please submit the Account Name and we will be more than happy to assist the customer in resolving any issues that they are having with their services and/or account.

• Initial Complaint

  Date:06/19/2025

  Type:Product 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 talked with Trevista on June 10, 2025. They sent a technician out to my house and I was told that I could not **************** with them because I had dish service. The technician told me that I had to call my apartment manager and get them to a line. I told them I just wanted to cancel my order and I thought the order was canceled. I have talked to. I dont know howmany different people trying to get my $78 back. Im old. I need my money back but every time I talk to someone, they just blameanother person that works there. I feel like this is just a scam. I shouldve known better to contact Trevista, but my neighbors had it and they seem to like . Years back I went with Trevista and this same thing happened to me. I never received a refund back then so I had to let it . Im not letting this one Go. I want my money back!!! This is ridiculous. Very disturbed ****** *******.

  

  Business Response

  Date: 06/19/2025

  The payment was refunded to the customer's credit back when requested earlier this morning. The customer has been contacted to provide an update that the payment has been refunded and the customer was very happy to hear this when contacted. 

• Initial Complaint

  Date:05/13/2025

  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 have been waiting for weeks for someone to return a call to me or show up to fix the internet connection issue. They call email and harass you when you bill is due but I have not been able to get a full month of connection since Ive had there services. Its very unprofessional that they want even return a call to you. I have even gotten in trouble with my job at this point because I do work from home and they are aware of the issue I have to call them at least 2-3 in a week. I should not have to reboot their system daily many times. I have went from 2 place on my team to now 10th that is affecting my money bonuses and all. My job is not pleased nor am I.

  

  Business Response

  Date: 05/19/2025

  After a review of the account, a technician has been to the customer's location and the service was working as it should when the technician left.  It is noted on the ticket that the ticket will remain open to follow up with the customer to make sure that the issue is resolved. Credits will also be issued once confirmed that the issue is fully resolved. Contact will continue with the customer until the ticket is closed with confirmation that the issues no longer exist. The customer was happy with this during the phone call placed to ensure him that we are working to make sure that his service issues are resolved in full. 

• Initial Complaint

  Date:02/20/2025

  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 December 5th at 10:31 AM I reached out to ******* from TruVista to discuss internet and phone service plans. I requested to cancel our phone service and upgrade our internet service the the 1 Gig fiber service. We were told that was not a problem and we were able to do that. On December 31st at 11:42 AM I reached out to ******* again as we had been billed for the phone service. ******* apologized for the mishap and stated the service would be disconnected and a credit would be issued on the next billing cycle for the phone service, and that comments were added to our account to reflect this. On January 9th at 4:56 PM we reached out to our local branch in ******, ******* as we had been charged yet again for the phone service. Our local branch representative acknowledged the notes on the account and apologized for the mishap, stating the service had not been disconnected and that they would process the disconnect and issue a credit back on the next billing cycle. We received our bill for February and were yet again charged for the phone service. On February 20th at 9:18 AM, we again reached out to our local branch to discuss the billing error and were told that we would receive a credit for the phone service from December through February and that we would still need to pay again for the phone service.

  

  Business Response

  Date: 02/27/2025

  The order to disconnect the phone service has been entered and backdated to 12/31. These credits are reflected on the customer's 2/21 Invoice. Additional credits in the amount of $35.92 have been applied to the account to cover the timeframe of 12/5 - 12/30 as the request to disconnect the phone was on 12/5. These additional credits will reflect on the customer's March Invoice as the February Invoice has already generated and mailed out to the customer. A call to the customer has been made yet the Voice Mail is full so unable to leave a message. The *** will continue to contact the customer with an update. The account is now corrected.

• Initial Complaint

  Date:12/10/2024

  Type:Product 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.

  Early in 2024 I received a physical flier in the mail advertising Truvista fiber optic internet service was available at my location. I contacted the company on 11/4/2024 and spoke with sales rep **** *******. I asked her to confirm service was available in my area, and expressed skepticism as I had seen no one installing lines here. She looked up my physical address on a map and described to me my location to make sure she had the correct address and confirmed that service was absolutely available at my address. Upon receiving this assurance, I arranged to have service connected and paid $135 in fees. I was told that because a new line would need to be installed, technicians would arrive later in the month to install the service. I received no communication until two days before the date of installation and was informed that my home was too far from the 'service line' to be connected. Because it was late in the month and I had been given assurances of service, I had already disconnected previous services. I CAN NO LONGER RECONNECT THOSE SERVICES AT THE RATES I PREVIOUSLY HAD. After complaining to *******, I was contacted by ****** *********, director of construction in *************. He agreed Truvista was in the wrong and said he would recommend the company extend service to my address at their expense. I was contacted by ******* again and was told I would either need to sell Truvista's service to 4 of my neighbors (a product that technically doesnt exist) or pay FIVE THOUSAND DOLLARS to cover the cost of extending the service line. I asked to speak to management, and she said she would put in a note for me to be contacted. As of 12/10/2024 I have received no word. I have suffered tangible financial damage from Truvista's breach of agreement, false assurances, and false advertising. I am requesting Truvista either extend service to my location at their expense or contact me to negotiate a service contract that can reasonably assure a return on their investment.

  

  Business Response

  Date: 12/26/2024

  After further review by our engineering department, we are currently unable to provide service to this address.
  
  As a result, a refund of $135.00 has been processed and credited back to the customer's credit card.
  
  The sales agent who has been working with the customer will be reaching out to the customer directly to share this update and answer any additional questions that the customer may have regarding the update.
  

  Customer Answer

  Date: 12/26/2024

   
  I am rejecting this response because:
  A refund does not compensate for the loss of services endured as a result of decisions made, which were based on assurances received from TruVista. To reiterate, I desire the supply of services sold to me at the earliest possible time frame, or contact from management to negotiate installation of infrastructure which will facilitate the delivery of these services. Failure to do so will be seen as breech of agreement by TruVista and may result in legal action being pursued. I do not accept any refunds as resolution of this complaint.

• Initial Complaint

  Date:07/26/2024

  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.

  To Whom It May ********* am writing to file a formal complaint against Truvista, located in Camden, SC. We had internet service connected three weeks ago, and our experience has been extremely disappointing and frustrating. Over the past three weeks, our internet service has been more off than on. Despite repeated attempts to resolve the issue, we continue to experience frequent disruptions. Additionally, we ordered security services but have not been contacted by Truvista, nor has a technician been sent out to start the service.The customer service provided by ********************** has been horrible, and the technical support is even worse. During a recent call, a tech support representative incorrectly claimed that we had a past-due bill for the internet service disruption, which occurred just three weeks after installation. This is entirely unacceptable and untrue.Moreover, when my husband spoke with a customer service representative regarding the return of the equipment, he was told that the return location was "not far" from where we live. In reality, the location is 15 miles away, requiring an 18-minute drive. In today's economy, this distance is considerable and an inconvenience to us.I request that the Better Business Bureau investigate this matter and assist us in resolving these issues. We expect a prompt and satisfactory resolution, including consistent internet service, proper installation and activation of our security services, and improved customer support from ********************** or disconnection. Thank you for your attention to this matter.Sincerely,*********************************

  

  Business Response

  Date: 08/01/2024

  Following a thorough review of our accounts, we were unable to locate an account under the name provided. To assist in resolving this matter, please provide the contact name and phone number for the Account Holder.

  
  We are eager to discuss and address any concerns directly with the Account Holder. Ensuring our customers' satisfaction is our utmost priority, and we are committed to resolving any issues to their complete satisfaction.

   

• Initial Complaint

  Date:05/17/2024

  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.

  I called Truvista on January 22, 2024 about a past due bill and to make a payment. I paid $278.47 that day bringing bill current at the moment and the next bill would be due on January 28, 2024. The disconnect date on this bill was showing January 23, 2024. We were not disconnected at this time but were charged a disconnect fee, even though it was paid befpre the cutoff date on the bill. I also informed them that day that at a local ******** market, we had been given a flyer stating there was a lower price on the plan we had. I was told that because of where we were in our billing cycle, our January bill would be the same $96 as it had been but starting with the February bill would be around $80. I was not able to make the payment at the end of January but waited for the February bill. When we received that bill, it was around $115. I called on a couple of different occasions to tell them that the bill was not correct. I was told it was because of the reconnect fee and that they supposedly credited it back to the account. I called again on March 26 when I was able to make the payment and it was still showing the incorrect amount. The past due I was told on rather recording was $211.07 and the next bill in 2 days should have been $84.16. I asked about the bill that day before making the payment because the amount was still incorrect. The lady I spoke to that day put me on hold to, as she said, fully research the account. When she came back on the line, she informed me that the $211.07 would bring us up to date and our next payment would not be due until April 28, 2024 in the amount of $84.16 (5pm on March 26, 2024) I tried letting her know that I didn't think this was the case and she informed me it was. I recorded that conversation. A few weeks later, we received a call saying we had a past due balance of $84.16. I called and spoke with ******* in financial services and was told they would credit the past due. (April 24). I'm being told now that will not be honored

  

  Business Response

  Date: 05/25/2024

  After a full review of the account, the customer was contacted, and provided a full explanation of her billing.
  We have also given her a customer courtesy credit for a reconnect fee of $45.00. The customer thanked the Sales and Service Agent that contacted her.