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Business Profile

Telecommunications

GETUS Communications

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 set up installment/activation dates and paid for my plan on the **** of June. They had a technical error and had to call them to set it up a second time. Then they could not confirm my address - which I did at least * times over the phone. Ive had to call them many times. The equipment could not be sent to my address for some reason so I had to wait until after the * days I chose to have it installed to pick it up. They said the set should be easy. It wasnt working. I called them they said oh it was on their end - they didnt have some sort of confirmation for setting up the internet. Or couldn't activate it yet. No idea what the problem is. They said to wait another couple days. They didnt care at all and couldnt explain the actual problem. I get generic apologies and explanations that dont go anywhere. I wanted a technician to come out and they advised against it and to wait. Otherwise it would cause more delays - how is that even possible? Its July 7th now and spoke to them * days ago. This company has been ******. This isnt my fault and ive paid them a lot of money to do their job.

    Business Response

    Date: 30/09/2024

    Dear *** *. and Ms. **************** you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience experienced during the service activation process. We understand your concerns, and I would like to provide further clarification regarding the events and the steps taken to resolve the issue.
    Ms. ****** signed up for service on June ****, and due to a vendor request, we had to confirm the service address multiple times to ensure proper delivery and installation. We regret that this caused delays, but the intent was to avoid any potential issues during the installation process. Unfortunately, during the installation on July ***, a technical issue was identified, and the modem provided was found to be faulty. A replacement modem was immediately shipped on July **** and the swap was successfully completed by July ****.
    We recognize that this timeline is longer than expected, and we are truly sorry for the delays and confusion surrounding the activation. To compensate for the inconvenience, we have issued a service credit of $***** CAD for the ** days of service disruption.
    Since then, the service has been running smoothly, and there have been no reported issues with the connection. We appreciate Ms. ******* patience during this process and her continued use of our services.
    We are committed to improving our customer service and ensuring that future interactions are seamless and hassle-free. Should there be any additional concerns, I would be more than happy to discuss them directly.
    Thank you for your understanding, and we look forward to resolving this matter.
    Sincerely,
    **** ******
    GETUS Communications

  • Initial Complaint

    Date:17/06/2023

    Type:Product Issues
    Status:
    Resolved
    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 were not able to guarantee installation on any days I was available so I cancelled the installation and service as the available install days and times were not clearly explained to me upon signing up. The times are limited and on days I work and I live alone. So they told me to send the equipment back and I would receive a full refund. I returned the equipment, unopened and they received it June 5th. They keep telling my my refund is in progress but it is now June 17th and am again told its still in progress 10 business days later.

    Business Response

    Date: 22/06/2023

    This has already been resolved and a full refund has been issued to the end-user on the credit card we have on file last 06/18/2023. 
    Thank you. 

    Customer Answer

    Date: 22/06/2023

     
    ****** ******** *******

    I have reviewed the response made by the business in reference to complaint ID 20201938, and find that this resolution is satisfactory to me.

    Sincerely,
    ***** ******

  • Initial Complaint

    Date:27/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Paid getus 2 weeks ago now for internet service they can't provide and won't my money back asap. Was contacted several times stating internet was on but I do not have service they say 24 hour service and its not 24 just get a recoding . Poorly skilled technical people that come up with outrages excuses

    Business Response

    Date: 27/09/2022

    The client's activation date was yesterday and there was an outage which could be the main reason why he was not getting connected. We have already tried to reach out to the client to ensure connectivity. 

    Customer Answer

    Date: 27/09/2022

     
    ********** ********

    I am rejecting this response because:

    Sincerely, ** *****

  • Initial Complaint

    Date:04/08/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 scheduled a future cancellation of the internet service on Aug 27, 2022. They prematurely terminated my service. I had to go through hell of customer service who give you generic answers like did you try to turn it off and on again. I got the service reactivated and back after hoooours of waiting. 4 AM the next day, No internet service though the modem is working fine. The clueless agents don’t want to link me with the vendor. It’s been 10 hours and I have called them multiple times and I get the same generic answers. They always put me on hold each time for a long duration with the same reply eventually. They even claimed it’s a different issue with the modem but it is working fine but they just want me to get off of their backs and put the blame on something else other than the poor quality of their network and service. My demands are, an apology, followed by return of service STAT and waiving this month’s fee for all the trouble I have gone through.

    Business Response

    Date: 08/08/2022

    The service has been restored after 4 days. Already reached out to the client. Can provide 2 weeks refund for compensation.

    Customer Answer

    Date: 08/08/2022

     
    ****** ******** *******

    I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.

    Sincerely,
    **** ************

  • Initial Complaint

    Date:17/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 gave this company 2 years to get it right. Went through 2 motems. Long periods of internet not working in my small apartment. Tech has come to my place two times.Their tech convinced me that maybe I should get ****. it would help and i would have to pay more. shaw tech said you dont need ****,,,.. . why do you have it? I have had no internet for 3 weeks and they wont give me my money back. They also raised my bill by 10 bucks without telling me. I always paid on time, with this problem and getting the run around with their tech i decided to go to another service provider. I am totally upset with this company and I have always been nice to them. They said the only way I can get my money back is if I continue with Getus. Are you kidding me? LOL It is crazy because it worked only 1/4 of the time.. Asked to talk to a supervisor and that was a no go. My call log on my file proves this issues for two years.

    Business Response

    Date: 08/08/2022

    We have reached out to the client last weekend about the refund but had not received any response yet. Total of 1 month of service will be refunded to compensate the 3 weeks of intermittent connection. 

GETUS Communications is NOT a BBB Accredited Business.

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