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

  5012 S Third St Soperton, GA 30457

• 

  TruVista

  1637 Springdale Dr Camden, SC 29020

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  TruVista

  1703 US Highway 82 W Tifton, GA 31793

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:12/05/2025

  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.

  The account is under REMOVEDand the account number is REMOVED. I am also listed on the account and I am the one paying for the service. I am submitting this complaint regarding billing issues and poor customer service with REMOVED. Despite being enrolled in autopay for several years (previously with REMOVEDand now with Truvista), I have been receiving notices of a past due balance of $139.57. On December 1, 2025, I contacted customer service after receiving a disconnected service automated call scheduled for that same day. I explained that I have consistently paid on the 6th of each month, including Novembers payment on November 6, 2025, with my next payment scheduled for December 6, 2025. I can provide records showing at least 12 consecutive months of successful autopay transactions. During my call, one representative claimed Novembers payment was not received. Later, another representative, REMOVED, stated that around $80 had been applied to a write-off but could not explain its origin. When I suggested this may be a system issue related to the new portal implemented two months ago, Ms. REMOVEDresponded dismissively, saying, No, someone is just not paying their bill. This response was unprofessional and inappropriate. I was assured that someone from REMOVEDwould return my call within 48 hours. To date, I have not received any follow-up. I also requested to speak with a supervisor to file a complaint about Ms. REMOVEDconduct, but no supervisor has contacted me. To ensure accuracy, I contacted my bank, which confirmed that all payments have been processed successfully with no reversals. I rely on these services to work from home and attend college virtually. If my services are wrongfully disconnected due to this unresolved billing error, I will pursue legal action. Unless Truvista can provide proof of the alleged balance, this situation constitutes cramming unauthorized services, which is illegal.

  

  Business Response

  Date: 12/12/2025

  The customers account has been reviewed, and the customer has been contacted to confirm that all issues have been resolved.
  The customer expressed satisfaction with the outcome and was very appreciative of being contacted.
  

  Customer Answer

  Date: 12/15/2025

   
  Better Business Bureau:
  
  

  Good morning,

  This is REMOVED. Truvista made contact with me on the morning of 12/12/25. I spoke with a REMOVEDwho notified me that I was wrongfully billed and the error was fixed. By the end of the call we agreed to a credit being added to my account. 

  This issue has been resolved.

   

  Thank you,

  REMOVED

• Initial Complaint

  Date:10/09/2025

  Type:Customer Service 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 made a payment to my account in the amount of REMOVEDprior to the payment being made the balance was REMOVEDI noticed after the payment was made the account balance was not adjusted to immediately reflect the payment and called customer service to confirm the payment . The representative stated that I may have made the payment in the "old system" which clearly it was the correct Truvista Fiber website I confirmed the confirmation number I received after making the payment and was told it would update in 10 minutes I called back 2 hours later after noticing the payment was not updated and encounter a very rude representative named REMOVEDwho answered the phone with "how can I help you" without verifying my account security code or name when I questioned this practice she hung up on me.

  

  Business Response

  Date: 10/17/2025

  We have contacted the customer to discuss her account and informed her that the payments in question are showing as posted to the account.
  The customer was happy with receiving the update.
  

  Customer Answer

  Date: 10/17/2025

   
  I am rejecting this response because:
  While im happy with my payment being appropriately posted to my account in a timely manner im not happy with being hung up on the i questioned my account payment status, Im not happy with my security code on my account not being utilized to protect the privacy on my account Im not happy with the very rude customer service representative not being reprimanded and receiving a call back from a supervisor named REMOVED. I am leaving this company due to the poor service experienced by them.

• Initial Complaint

  Date:08/22/2025

  Type:Sales and Advertising 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.

  July 31, 2025, TruVista workers were on my property installing fiber optic lines. They took their lunch break in the front yard. I noted one drinking a Corona beer. This is unacceptable, when they noticed I was videoing them he took his hat and placed it over the beer. 08/18 I noticed workers installing a pedestal enclosure 3 feet high on the front of my yard. Every yard in the neighborhood had one installed however these were discreetly placed on each side of the yards. Whereas the one in my yard is straight in front of my home. This is an eyesore. I went out and asked the worker what he was doing putting that horrible looking lawn ornament on my yard. He spoke no English and could not communicate with me. I then called the City of Camden and told them what was going on. They told me to contact TruVista and ask that they relocate the pedestal. I called on Monday 08/18, a ticket was opened of REMOVEDand a picture of the pedestal was sent to representative REMOVEDvia email. She said I would receive a call back to discuss prior events. On 08/20 I reached out again to TruVista and spoke to REMOVED, he stated the ticket had been closed and would open another ticket which was REMOVED. He also sent me to the REMOVEDwhere I spoke to REMOVEDand she assured me I would receive a call on Thursday, and she was going to put a note on her calendar to follow-up with me. She also indicated she had spoken to her manager as well. On Friday 08/22 I had not heard back from anyone. I again made a call to TruVista where I was informed the ticket REMOVEDwas closed by representative REMOVED. She said that she was in department Residential Sales and could do nothing. She claimed she was trying to get in touch with REMOVEDagain but could not. She then transferred me to Tech support I spoke to REMOVEDand got ticket number REMOVEDand he transferred the call to REMOVED. I am still waiting for the Engineer depart to call me back. I want the pedestal removed.

  

  Business Response

  Date: 08/28/2025

  After reviewing the account, our REMOVEDwas contacted and they provided an update that the pedestal was removed from the customer's yard on 8/26.
  A member of our engineering REMOVEDcontacted the customer this morning to follow up with her regarding removal of the pedestal and she thanked them for moving the pedestal from her yard and is very happy with the resolution.
  

  Customer Answer

  Date: 08/28/2025

   
  Better Business Bureau:
  
  

  Please note that the  complaint to this has been resolved and consider the matter closed. Thank you!!

  
  

• Initial Complaint

  Date:08/19/2025

  Type:Customer Service 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 Concern,I am writing to file a complaint regarding the recent door-to-door visit from your representatives. I also learned that one was director of sales, REMOVED, after a quick REMOVEDsearch to ease my concerns. Howeve, the visit still left me unsettled. First, I was asked how I like my internet service. The reality is that I dont have other options your company has monopolized the industry in this area. This leaves customers with no choice but to accept whatever level of service is provided. Rather than spending money on door-to-door campaigns, those resources should be invested in improving customer service, reliability, and accountability.Second, I was asked about my home security system, which I have through another provider. This was inappropriate and unsettling. I do not know who these individuals are, and being asked about something as sensitive as my home security made me feel unsafe in my own home. If your representatives already have access to customer accounts, they should be limited strictly to discussing the services we actually use with your company.Monopolizing the market while spending money on unnecessary and invasive outreach is in poor taste. It gives the impression that your company is more interested in restricting customer options than providing high-quality service.I now feel uncomfortable and unsafe after this interaction, and I strongly urge you to discontinue these door-to-door visits immediately and redirect resources toward meaningful improvements in service and customer care.

  

  Business Response

  Date: 09/04/2025

  Thank you for reaching out and for being a valued customer. 
  We truly appreciate your feedback.
  
  Weve reviewed your concerns with our D2D team and have updated our records to reflect that you are an existing customer.
  This will help ensure that similar issues do not occur in the future.
  

• Initial Complaint

  Date:08/18/2025

  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.

  Truvista Chester SC. Internet went out on 8/13. Service could not resolve via phone. A ticket was created. No call back the 13th. I called 14th. They said they'd try to get someone out. No call back, no service tech. I called 15th. Per Truvista, problem escalated to supervisor. Today is the 18th. I've now spoken to 3 "managers" who can't help. The techs aren't available according to them. I've gone in person to try to get resolved and still nothing.

  

  Business Response

  Date: 09/01/2025

  The customer visited our office on 8/20, and the ticket was escalated to our team for a technician to visit the customer's home and address all service-related issues. A technician was dispatched and, after a thorough on-site assessment, replaced the necessary equipment and verified all signal levels. The technician confirmed that all issues were resolved during the visit.
  A follow-up call was made to the customer on 8/21 to check in and ensure services are still working as expected. The customer was unavailable, so a voicemail message was left to return our call if she needed any additional assistance.
  
  

• Initial Complaint

  Date:08/18/2025

  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.

  Truvista is my internet provider. I've been without internet since the 16th of August. A service ticket was placed and no call back. I've called and spoken to at least 3 people who claim they are trying to escalate the work order. No one calls back to give information. No one is resolving this problem. It is absolutely a run around joke.

  

  Business Response

  Date: 08/30/2025

  In trying to locate the account, we are unable to find an account in the name provided within the complaint.
  Please provide the account name and we will promptly review the account and ensure that all issues have been or will be resolved.
  
  

• Initial Complaint

  Date:08/12/2025

  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.

  First off they charge at least $50 more a month than I was paying with another local provider but they run a monopoly on the area so I cant do anything about that.When I had an irrigation line installed, they came out to mark the utilities. They miss marked it by about 3 feet and hence the linegot cut. It has been two months and multiple phone calls to try to get them to come out here and bury the line I keep told will call you back within 24 hours or well send you an email. I get nothing

  

  Business Response

  Date: 09/01/2025

  The customer has been contacted by a member of our REMOVEDTeam and the customer has requested that we come out on 9/18 to bury the line. 
  Once the line is buried, a follow up call will be made to the customer to ensure that all issues are resolved.
  
  

• Initial Complaint

  Date:08/04/2025

  Type:Customer Service 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.

  REMOVEDReview: Disappointing ExperienceREMOVEDI am writing to express my profound dissatisfaction with the customer service provided by REMOVED. Unfortunately, my experience has been far from satisfactory, and I feel compelled to share my grievances.From the outset, the customer service I received was disappointing. Despite paying a substantial amount for internet/phone services, the work was never completed, and the initial issues remain unresolved. When I reached out for assistance, the response was not only delayed but also lacked the empathy and urgency one would expect in such situations considering my job depends upon this. I felt ignored and as if my concerns were not treated as a priority.Throughout the process, I was given vague timelines regarding the completion of repairs, which only added to my frustration because one day its 24hours the next its 48 in which its been 72 hours since reported so that speaks volumes on their integrity. The lack of a clear turnaround time frame made it exceedingly difficult to plan, and the uncertainty was incredibly unprofessional. Furthermore, it is unacceptable to charge customers for services that cannot be effectively utilized. The overall experience has left me feeling undervalued as a customer. It is evident that there is a significant issue with management and communication within this company. The failures in service quality and customer support are glaring and should be addressed urgently. Based on my experience, I cannot recommend TruVista. There are numerous businesses out there that can provide a higher standard of customer care and professional service. I hope my feedback serves as a cautionary tale for potential customers. Save your time and money; look elsewhere.

  

  Business Response

  Date: 08/11/2025

  We are unable to locate an account in the given information within the complaint.
  Upon receiving the account name, we will diligently work to ensure that all issues are thoroughly addressed and resolved.
  
  We look forward to the opportunity to resolve all issues included within the complaint.
  Once we have completed resolution of all issues, we will contact the customer to ensure that all issues have been resolved and services are working as they should.

• 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 REMOVEDand 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 REMOVEDManager 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.