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:03/08/2025

  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.

  My address is:*************************************** Around 4-5 weeks ago, EZEE was digging in my front yard, and there was a leak. Water drained to the street, and it is still leaking now. I called EZEE and they said they were not responsible. The water company came out and they said that they were not responsible. The water company said to call **** and tell they are responsible for the leak and to fix it. I called EZEE. Someone called me back and said EZEE would fix the leak by Wednesday, March 6, 2025 by 5 pm. Today is Saturday and the leak is not fixed.I want EZEE to pay me for the water that leaked into the street. The water company man said that the water was leaking a lot!!! I want $500.00 paid to me please. I am a retired schoolteacher.******** *******

  Business Response

  Date: 03/22/2025

  Hello,

  We wanted to provide you with an update regarding the ongoing investigation. We are requesting an 7 days to gather the necessary feedback from our vendors to ensure a thorough review. Please note that we have already spoken to the customer, and they have been made aware of the situation. We can provide further information as soon as we receive the full details from the vendor. If additional time can be granted, please let me know. 

  Customer Answer

  Date: 03/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  Give a few more days to resolve this matter.

   I will notify MUD 81.
  
  
   

  
  

• Initial Complaint

  Date:02/16/2025

  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.

  Ezee Fiber contractors were on our street on Friday 01/24/25 installing underground fiber (in the large orange tubes). When they laid the tubing under our driveway, the 2-3 feet of our driveway slab closest to the street was lifted up and cracked. The damage only occurred at the end of the driveway, where the contractors were working.The large slab in the center has been lifted up about 1/2 to 1 inch from the curb. It was previously flush with the top of the curve.The left slab has been uplifted and is now cracked into three pieces, directly about where the tubing was installed. The right slab has been uplifted and tilted. The side closest to the house is now about an inch higher than was previously and the opposite site closest to the street is now sunk down. When it rained this weekend, the rain water no longer drained from our driveway because of the tilted concrete.We spoke with a supervisor around 12 pm on 01/24/25 who said that someone would be out that same day to inspect the driveway. We were home the rest of the day and no one came.We have continued to make multiple attempts to work with Ezee fiber however they will not provide us any photos they claim to have, will not reach out to us, and are generally ignoring us.

  Business Response

  Date: 02/28/2025

  
  Summary of the Problem from Customer:
  
  Customer states that their driveway was severely damaged following the fiber line installation
  
  Response from Ezee Fiber:  
  
  On January 24th, at 2:50 PM Mr. ********* reported to the Ezee Fiber ****************** that his driveway was cracked and had lifted nearly two inches.
  
  On January 27th, the vendor responded, stating that a photo and video taken on January 24th at 12:36 PM showed the driveway already cracked and lifted along the curb, identifying it as pre-existing damage. The vendor confirmed that the work performed that day could not have caused the cracks or lifting. Mr. ********* disputed these claims and requested escalation.
  
  On February 3rd, Ezee Fiber Construction Manager **** ******* visited Mr. ********** home to assess the situation. After reviewing the before-and-after photos and videos, **** confirmed that the damage predated the construction. Mr. ********* was informed of this conclusion during the visit.
  
  In closing, the vendor provided photo and video evidence showing that Mr. ********** driveway had pre-existing damage before construction began. Mr. ********* was informed of these findings, but he disputed the claim and requested escalation. After reviewing the evidence, Ezee Fiber Construction Manager **** ******* confirmed that the cracks and lifting were present prior to the work. We are denying Mr. *********** claim that his driveway was damaged during the Fiber construction phase. 
  

  Please see attached documents with picture and video taken before any work took place. 

  I will need to send you the video separately, it's not allowing me to load it 

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint

   

  Despite multiple requests Ezee fiber has NOT provided to me any videos or photos showing the damage prior to their work. Im happy to review but they HAVE NOT shared the documents with me. 
  

  Also please note that since Ezee fiber did NOT provide written notice to our neighborhood of the work I was not able to capture any images immediately prior to the work beginning however I have provided photos from a few days prior showing the lifting of the concrete had not occurred. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/12/2025

   

  Hello Mr. ********************** you for your patience as we reviewed your claim again. Based on our reassessment, including a review of our photos and video taken before work began, it remains evident that the damage to your driveway was pre-existing. To provide further clarity, I have attached an additional image from a different angle for your reference.
  

  Additionally, regarding your concern about notification, we mailed Construction Notification information to your area between 12/5/24 to 12/10/24. 

  Thank You ******

• Initial Complaint

  Date:01/27/2025

  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.

  Ezee Fiber employees were installing lines in front of my house when they broke the water line from the city water to my home. My wife, who is disabled, went outside to speak to them about the issue and the employees laughed at her. My wife contacted Ezee Fiber and was given a ticket number for the incident. She has been without water for several hours and the company has not made any effort to assist her getting the water back on.

  Business Response

  Date: 02/17/2025

  Name: John ***********
  Address: ***** ******* ***** ** ***** ** *****
  Phone number: (**** ********
  

  Email: *********@gmail.com
  Date Reported: 1/27/2025
  Date of incident: January 2025
  BBB Complaint # ********
  
  Summary of the Problem from Customer:

  The homeowner reported that unprofessional comments were made to his
  wife after their water line was damaged, leaving them without water for several
  hours.
  Response from Ezee Fiber:  
  

  Mrs. *********** contacted our support team and reported that their main
  water line was hit at 11:39 AM on January 27th. Once the ticket was
  created, the construction team was able to identify that the water line hit was
  unmarked and contacted MUD for repair assistance.
  

  At 11:59 AM, the repair team was onsite and repaired the damaged water
  line. The construction team mentioned that an inspector was there the entire
  time and that no inappropriate comments were made during or after the water
  line was repaired.
  

  Mr *********** was contacted on Friday, January 31st, and he
  mentioned that one of the contractors returned to repair his flush and repair
  his sprinkler line. When contacted he stated that he appreciated the follow up
  and will advise once everything has been fixed completely. Mrs. *********** was
  contacted on February 4th, and he advised that he was satisfied with
  the work that was done, and his issue was resolved.
  In closing, the issue regarding the damaged water line was promptly
  addressed, with repairs completed efficiently by the construction and repair
  teams. All concerns raised by the *********** family were investigated and
  resolved, including the repair of additional issues with their flush and
  sprinkler line. Mrs. *********** confirmed satisfaction with the work
  completed, and the matter has been fully resolved.

• Initial Complaint

  Date:12/02/2024

  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 am being charged for a service that has NEVER worked since the day it was installed

  Business Response

  Date: 12/17/2024

   

  Response from Ezee Fiber:  

  The customer was installed on July 22, 2024. On August 23, 2024, Mrs.
  ****** requested a promise-to-pay arrangement for August 29, 2024. After the
  payment was not made, the collections department attempted to contact her on
  August 30, 2024, but was unsuccessful, resulting in service interruption. Mrs.
  ****** then contacted the company, made a partial payment, and arranged to pay
  the remaining balance by September 23, 2024. Over the course of four months,
  the customer made only two payments despite several payment arrangements,
  without mentioning any service issues during these interactions.
  The first report of service issues occurred on September 30, 2024,
  prompting a technician to replace equipment, and a $30.00 credit was applied to
  the account. On October 1, 2024, the customer requested additional credit but
  could not be reached as her phone was disconnected. Mrs. *******’ service was
  interrupted on November 7, 2024. From October 1, 2024, through November 25,
  2024, multiple attempts by the collections team to contact the customer were
  unsuccessful.
  On December 2, 2024, the customer called in to request a supervisor.
  When the supervisor attempted to return the call, it was blocked, and a
  voicemail could not be left. On December 4, 2024, Mrs. ****** agreed to return
  the equipment to have the $219.90 balance removed. However, a follow-up call on
  December 11, 2024, went unanswered, prompting us to send her an email with the
  information. As of December 17, 2024, the customer has not returned calls or
  the equipment. The balance will be removed once the equipment is returned.
  

  Conclusion
  Although the customer’s technical issues were addressed promptly, persistent
  payment challenges and communication difficulties have resulted in service
  interruptions and a past-due balance.
  When Mrs. ****** returns the equipment, we will clear the balance of
  $219.90 on account.

• Initial Complaint

  Date:11/18/2024

  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.

  Ezeefiber company, via ******* ************ **, installed fiber in several places in my front yard. The French drain was damaged at one location. At a second location, the dirt and grass was not replaced. There is subsidence of the area, and with no grass, the dirt washes away into the street when it rains, or sprinklers are on.
  
  I have contacted Colton ****** via text since 9/4/24 with no resolution, I have contacted Forrest ***** at Ezee Fiber , Community Relations Manager with no resolution I contacted via website the office of CEO Matt ******, on 11/9 and again today 11/18/ No responce to original request.
  
  I am asking for fill dirt and grass pallet for the small area by the driveway, and asking that the french drain be investigated.

  Business Response

  Date: 12/03/2024

  The Director of Business Support, Martha *********, personally reached out to Mrs. ***** to apologize, thank her for bringing this to our attention and to coordinate a visit to her home for with Ezee's Construction Manager on Thursday, 11/21/24. During the visit, it was determined that additional clean-up was necessary to ensure the French drain functioned properly. A follow-up clean-up visit was scheduled, and completed on Saturday, 11/25/24. Following the work, Mrs. ***** contacted Martha ********* to confirm her satisfaction with the clean-up efforts. Mrs. ***** stated she would contact the BBB office to close the complaint. Regarding the lack of response, Mr. Forrest *****, the Sales Agent, is no longer with the company. We are addressing the lapse in follow-up from Colten ****** with the vendor internally.  To identify the communication gap, I have requested Mrs. ***** forward the emails she sent to Matt ******** office.

  Thank you, Mrs. ******, for allowing us to make this right.

  Customer Answer

  Date: 12/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  Work completed to my satisfaction 
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/17/2024

  Type:Product 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.

  My **************** has gone down for multiple hours at a time every week since a recent planned outage for them to work on it. Every time I try to call I end up on hold for over an hour. There is no call communication from them about why or what is going on. I am forced to seek out responses from their social media pages or contact you to get any kind of response from them. I am losing money to them due to these outages and have requested some kind of refund or adjustment on my bill as I do not feel this kind of service is what I paid for.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  This letter is to inform you that Ezee Fiber Texas, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/17/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  This business committed to provided me 24/7 customer support, little to no outages except for natural disaster and maintenance. I have had constant outages, NO customer support. They absolutely took advantage of me as a consumer! They promise to always provide support 24/7 but I have been on hold almost 2 hours with no help at all.

  Business Response

  Date: 10/16/2024

  Ezee Review:
  

  Issue Summary: 

  
  10/10/24 Mrs. Gena ****** called us several times in the morning
  during an outage that impacted our customer base.
  10/01/24 Mrs. Gena ****** called us several times in the
  morning for an outage that impacted her area.
  

  Issue Resolution:

  10/16/24 2:13PM Director of Business Support Martha
  Armstrong reached out to Mrs. ****** to sincerely apologize for the
  inconvenience and frustration caused by the recent service outages. We assured
  her that Ezee Fiber is staffed 24/7, and when she contacted us, the outage had
  just begun, which resulted in an unusually high volume of calls and extended
  wait times.
  Mrs. ****** was understanding and graciously accepted our
  apology. As a gesture of goodwill, we have also applied a credit to her
  account.

• Initial Complaint

  Date:10/02/2024

  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.

  I spoke with Kristi ********, a representative from Corporate Escalations/Customer Agent at Ezee Fiber, located at 14850 Woodham Dr. B-105, Houston, TX 77073, regarding an issue with their referral program. During the conversation, Kristi was very rude and dismissive, refusing to acknowledge the two referrals I provided, even though Ezee Fiber has clear records of all my calls and account notes under account number **********. Kristi claimed the referrals were not in the system, even though I was instructed by Ezee Fiber to contact them at the end of September 2024 to claim my referral reward. Now, they are denying any recollection of my referrals, one of whom is a family member. This situation seems like a referral scam! Please contact me, Faustino *****, at 832-***-**** to get this matter resolved.

  Business Response

  Date: 10/16/2024

  Issue Summary:

  Although the agent was unable to retrieve the form
  submitted by Mr. *****, a comprehensive review of the account confirmed that Mr.
  ***** had previously inquired about the referral program. The information
  provided by Mr. ***** aligned with the notes and records in our system.
  
  Issue Resolution:

  The Director of Business Support Martha ********* personally
  contacted Mr. ***** to apologize for the subpar experience he encountered. The
  requested billing credit has been applied to the account, and as a goodwill
  gesture for the inconvenience, an additional free month of service was applied.
  An email summarizing the credit applied to the account, was sent by Martha
  ********* to Mr. *****.
  The agent involved was addressed accordingly. Upon review,
  Ezee Fiber determined that the issue should have been resolved during Mr.
  ******** initial call on 10/2, and the billing credit should have been applied
  at that time.

  Customer Answer

  Date: 11/08/2024

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

• Initial Complaint

  Date:09/08/2024

  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.

  Ezee fiber installed service on 8/31. On 9/7 the service stopped working and I was told that it was an equipment failure. No one from Ezee fiber will exchange out the equipment for at least 5 days. Basically I get 8 days service and 5 days no service. I’ve been told that I will receive a phone call but no return calls have been received.

  Business Response

  Date: 10/08/2024

  Name: Scott ******
  Address: **** ****** **** *** ***** **** ** *****
  Phone number: ************.
  Email: *********************
  Date Reported: 9/8/2024.
  Date of incident: 9/7/2024
  BBB Complaint #22256919
  Ezee fiber installed service on 8/31. On 9/7 the service
  stopped working and I was told that it was an equipment failure. No one from
  Ezee fiber will exchange out the equipment for at least 5 days. Basically, I
  get 8 days service and 5 days no service. I’ve been told that I will receive a
  phone call, but no return calls have been received.
  Ezee
  Review:
  Issue Summary:
  Saturday 9/7 at 8:19PM Mr. ****** called reporting an
  issue. Agent offered the date that came up in the system and stated he would escalate
  it to get someone out sooner.
  Sunday 9/8 8:59AM – Mr. ****** called back in, and agent
  told him he was trying to get someone to the home sooner than 9/12.Agent told
  him either he or someone else would call him back.
  Sunday 9/8 11AM – Mr. ****** called back. Dispatcher said
  someone could go to the home first thing Monday 9/9. This is the first time Mr.
  ****** requested a supervisor, she was on the line with another customer.
  Sunday 9/8 11:40AM – Supervisor called Mr. ****** back and
  let him know she had received the sooner date request from the agent and that a
  technician would be at his home today 9/8. A Field Service Supervisor was sent
  to his home quickly and fixed the issue. Mr. ****** kindly provided the
  technicians with a 5-star Goggle review.
  
  Issue Resolution:
  Thursday 9/12/24 - Martha ********* spoke to Mr. ******,
  apologized for poor experience, and applied a free month of service on his account.
  Additionally, she let him know that on Monday 9/9/24 we started a new process
  where if an agent receives a call from a customer before 3PM, and the customer
  does not have service, they can inform the customer that we can have a
  technician to the home the same day or the next day. 

• Initial Complaint

  Date:08/18/2024

  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.

  Ezee fiber notified us January 2024 they will be installing their in-ground fiber optic system. Construction took place January 31, 2024 with holes dug around the perimeter of the property to install the system.
  
  Late June once the weather was hot enough to warrant usage of lawn sprinklers it was discovered, underlying the exact areas where holes were dug, sprinkler piping was clearly damaged/destroyed leading to unrestricted gushing of water onto the lawn. The sprinklers have thus been completely shut.
  
  Ezee fiber was contacted by phone and referred to agent “Jimmy” on July 2. Photos were shared demonstrating the exact locations of digging overlying the exact locations of sprinkler damage. Though initially an excuse was given construction ceased months prior, it was mentioned that lawn watering was not needed until the weather was warm, thus clarifying why the issue was discovered at this time. When faced with more argument, the pictures were provided and “Jimmy” accepted that indeed the issue must have arisen during construction. A contractor was promised to be sent out on July 2 within the week. No one showed.
  
  Jimmy was contacted again July 15th and a reply received July 16th with an excuse due to Beryl restrictions from the City of Pearland. A promise was made to update us once operations returned. No update was offered.
  
  Jimmy was contacted again August 12th and no reply was offered.
  
  Ezee customer service was again called which led to agent Kristi ********. Pictures were sent and a promise was made August 12 afternoon a contractor would be sent by Wednesday August 14th. No contractor was met. Another email was sent, with no reply.
  
  
  There are pictures and evidence to show digging was done immediately overlying the sites of leakage with multiple attempts failing to achieve a desirable solution for repair. No request was made by us to have Ezee installed we will not be held financially due for repairing the sprinklers and eventual lawn death/drought.

  Business Response

  Date: 10/08/2024

  I spoke to Mr. ***** tonight and apologized for the experience during our construction phase. Additionally, I apologized in the delay in answering his BBB complaint.

  Mr. was kind and gracious in accepting my apologies, he told me that after the final investigation, along with his follow-up, he received a check back from the contractor team and considers this matter closed.