Complaints

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

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Infowest, Inc. has 4 locations, listed below.

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  Infowest, Inc.

  435 E Tabernacle St St George, UT 84770-2979

• 

  Infowest, Inc.

  845 E Red Hills Pkwy St George, UT 84770-3068

• 

  Infowest, Inc.

  360 W 200 N Cedar City, UT 84720-2403

• 

  Infowest, Inc.

  136 N Main Street Richfield, UT 84701

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:10/27/2025

  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.

  My Insurance company forced me to put a new roof on the house, claiming it was bad. So I went down on October 16, 17 and 18. Prior to removing the roof shingles on October 16 I removed the Screws of the infowest dish and put the wires out of the way. On the 16th and 17th I proceeded to remove the shingles and had Internet service on those two days as well as on Saturday morning. On Saturday evening the internet stopped working and then I called them today October 27th to get the Internet checked. THey said they would charge a $45 fee to have a technician look at the service. When my Internet service at Comcast went down at my home in Salt Lake they had someone come out next day and fix it for free....Get my Internet service working particularly when this costs more than 2x what I pay monthly.

  Business Response

  Date: 11/07/2025

  At InfoWest, we truly value each of our customers and take every opportunity to ensure their internet experience is both reliable and fair. We appreciate the customer taking the time to share their concerns regarding this matter.
  
  After reviewing the details of the situation, our records show that the customer’s service interruption occurred shortly after roof work was done at their property. As noted in the customer’s own description, the InfoWest antenna and wiring were temporarily removed during the roofing process. Our wireless internet service relies on precise alignment between the antenna at the customer’s home and our broadcast tower. Any movement or misalignment of the equipment can cause a loss of signal or interruption in service.
  
  In this instance, it appears the service issue was not caused by an equipment failure or network outage on InfoWest’s part, but rather by the necessary roof work and movement of the dish and cabling during the project. Because the cause of the service interruption was unrelated to the InfoWest network or installation, a standard service visit fee of $45 was quoted. This fee helps cover the cost of sending a trained technician to re-mount our equipment, re-wire, realign, test, and restore proper signal to the customer’s system.  We wish we could do these types of re-installs for free, but unfortunately there are actual costs for us and in this scenario we feel it is justified based on the cause of the internet outage was due to the homeowner's roofing project and not anything under our control.
  
  That said, InfoWest always strives to act in good faith and maintain positive relationships with our customers. We have communicated directly with the customer to explain the situation and the reason for the service fee. If there are any remaining concerns, we are more than happy to review the account further and ensure that the resolution feels fair to both parties.
  
  Our goal is always to provide quality, reliable internet and excellent customer care, and we appreciate the opportunity to clarify this matter.
  
  Sincerely,
  
  ***** ******
  InfoWest

• Initial Complaint

  Date:03/02/2024

  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.

  Info from memeory/figures & dates not exactly
  
  Had their internet service for about 7-8 months. Started it in Cedar City on June or July. It was only high speed internet option open to us there. Because we live in an RV & BNB Swiss was the only place we could afford. No issues while there. By September I had lost my job. Mid Oct had to leave Cedar because couldn't find work and had not paid rent that month.
  Contacted them 2 days beforehand. Explained my situation and told them to come get the outside dish and cable from the post I had paid for and installed personally at my own expense. ($75) I explained that I wanted to remove the post with the concrete from my site before leaving, return the space as I received it etc. They told me under no circumstance was I allowed to remove that dish, a technician had to do so as it was expensive and easily damaged. I said I could take it down carefully and return it, as well as the rest of the items they installed/their equipment I was renting etc. to them before I pulled my trailer out of town. Long story short, they convinced me to leave the pole, dish and cable on the site as 1st available tech was one week away. Instructed me to take the router/modem etc with me as after I got settled in Hurricane, I could start service again. Now, I was under no contract. I told them I was canceling service. They told me they'd suspend it temporarily until I figured out my situation because if they canceled it my promo rate equipment rental price etc. should I decide to use them down the road would double. If I didn't want to restart the service or went with another provider, then they would actually cancel. I agreed. Come late Dec, short of 200 comes out of my bank with no notice. When I contacted them they said they were unable to pull Nov and Dec payments out for lack of funds so they were doing so now with late fees. Unfortunately after arguing for some time I gave up trying to get my money back. Alot more to add but no room.

  Business Response

  Date: 04/09/2025

  We have reached out to you via our contact information and trust this to be resolved. If you have any other issues, please give us a call.