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:05/05/2025

  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 tried to use get us as an internet provider, they charged ****** on February 13th 2025 prior to start of services, i was informed it would take a week or two to get connected. I then started receiving emails stating my account was past due for a charge of *****, I called in regarding this and was told not to worry it would be applied to my first bill and the emails were simply automated and couldn't be helped, a couple days later they took the ***** off my credit card without my permission, i did not approve automated payments at all. At this point I call in and am told they are sorry and also they can't provide internet with the equipment they sent and id need to return that and wait for a man to come hook up different equipment on an undisclosed date about 2 week from then. Those two weeks pass and no one comes, the second payment has also not been refunded yet. I get ahold of them again and am told they can't provide services here and no one is scheduled to come and they just weren't going to let me know. I asked for my money back and they claimed it had been sent, it hadn't, i waited 2 weeks in case it was being processed and nothing came. So I went to my bank and disputed the charges of both the ****** and the *****, within a week the money was back in my account. It is now may ******************************** with a bill siting I need to pay $25 for each invoice that was disputed as the bank charged them a fee, that's a total of $50 they expect me to pay for using my legal right to get MY money back after they refused to help me or return my money after providing me zero services. I dont beleive it is my responsibility to pay their bank fee that was received because they choose not to pay me back. My bank was able to see those payments and that they had not been returned and I should not be on the hook for the penalty fee they got for their shadey businesses practices. I do not want my credit effected by their false claim that I owe them when I dont.

  Business Response

  Date: 05/05/2025

  Dear Better Business Bureau,
  We are responding to the complaint filed by "BAN # ********* - ****** ********" regarding billing disputes with GetUs Communications. After a thorough review of the account, including the refund details and chargeback outcomes, we aim to clarify the situation and address the customers concerns.
  Summary of Events:
  On February 13, 2025, the customer was charged $128.40 for an internet service order (Invoice #*******). On February 20, 2025, we were informed that **** does not provide service at the customers address in *************
  On February 20, 2025, we attempted to proceed with ******** services through *****. The customer agreed to a $55.60 difference amount for the fibre order (Invoice #*******). A credit of $128.40 was applied to the account, with $84.00 allocated to invoice #******* and the remaining amount to invoice #*******.
  On February 25, 2025, the customer was notified that the address did not qualify for fibre services. A free return label was sent for the equipment (TC4400 modem and TP-Link router), which was received back on March 4, 2025.
  On March 12, 2025, a full refund totaling $184.00 CAD was issued via e-transfer: $128.40 for Invoice #******* (Transaction #: EFT_03102025_8_MV) and $55.60 for Invoice #******* (Transaction #: EFT_03102025_7_MV), as confirmed in our records (Support Ticket #******).
  The customer received system-generated overdue notices for invoice #*******. On February 25, 2025, the customer was advised to disregard these notices as they were automated, and the amount would be adjusted in the next billing cycle.
  The customer filed chargebacks for invoices #******* and #*******, which were marked unpaid on May 1, 2025. These chargebacks resulted in the customer recovering $128.40 and $55.60 through their bank, totaling $184.00. Each chargeback incurred a $25 fee from our bank, totaling $50.
  Due to the e-transfer refund of $184.00 and the chargebacks of $184.00, the customer has received a total of $368.00 against the original charges of $184.00, resulting in an overpayment of $184.00.
  Response to Customers Concerns:
  Charge of $55.60: The $55.60 charge was the agreed-upon difference amount for the fibre order invoice (#*******), as discussed with the customer on February 20, 2025. We regret any confusion caused by the automated overdue notices and have reviewed our notification processes to ensure clearer communication.
  Service Inability and Communication: We regret the inconvenience caused by our inability to provide internet services at the customers address. After Shaws rejection, we attempted to secure fibre services through *****, but the address was non-serviceable. We acknowledge that our communication regarding the cancellation could have been more proactive.
  Refund and Chargeback Overpayment: Our records confirm that a full refund of $184.00 was issued via e-transfer on March 12, 2025 ($128.40 for Invoice #******* and $55.60 for Invoice #*******). Additionally, the customer recovered $184.00 through chargebacks. As a result, the customer has received $184.00 more than the original charges. The chargebacks also incurred $50 in bank fees ($25 per invoice), placing GetUs Communications at a financial loss.
  Chargeback Fees: The $50 in chargeback fees were standard banking charges passed on to us due to the customers disputes. Given the overpayment of $184.00 received by the customer, we believe it is reasonable to request that the customer cover these fees to partially offset the duplicate refund.
  Proposed Resolution:
  We acknowledge that the customer has received $368.00 against the original charges of $184.00, resulting in an overpayment of $184.00.
  To resolve this matter, we request that the customer repay the $50 chargeback fees incurred due to the disputes, as this amount is significantly less than the overpayment received. Alternatively, we are open to discussing repayment of the full overpayment amount of $184.00 to fully settle the account.
  Upon agreement, we will ensure no further collection actions are pursued, and no negative reports will be submitted to credit agencies.
  We invite the customer to contact our customer service team at [Insert Contact Information] to discuss this resolution, confirm repayment arrangements, or address any additional concerns.
  We sincerely apologize for the inconvenience and frustration experienced by [Customer Name]. We are committed to improving our processes to prevent similar issues and appreciate the opportunity to address this complaint. We hope to reach an amicable resolution that accounts for the overpayment and associated fees.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23284921
  
  I am rejecting this response because:

  I did not receive two refunds, I disputed the charges with my bank after getus insisted they had paid me and nothing came, I waited 2 weeks in case things were in transition but nothing arrived. I have been repaid ONCE the total amount I had paid into this company and not a cent more.  ******* was able to see they had not refunded me which is why they accepted the disputed charges as legitimate.  I will not be paying the fee they incurred for having to repay money they owed and i have not received a ***** more then I paid.  I will definitely not be paying them additional money as they never sent me anything above what was owed.  The reimbursement they did do wasn't until after I disputed the charges and my bank got involved. 

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

  Business Response

  Date: 20/05/2025

  Dear Better Business Bureau,
  We are responding to the rebuttal from ****** ******** regarding Complaint #********. We appreciate the opportunity to address her concerns and provide clarity based on our records and evidence.
  Response to Customers Rebuttal:Ms. ******** states that she did not receive two refunds and only recovered the total amount paid ($184.00) through chargebacks with her bank after waiting two weeks for a refund that did not arrive. She disputes the request to cover the $50 chargeback fees, asserting that she has not received any amount beyond what she paid and that the refund was only processed after her banks involvement.
  Our records and supporting evidence indicate the following:
  On March 12, 2025, GetUs Communications issued a full refund of $184.00 CAD via e-transfer to ************************** covering Invoice #******* ($128.40, Transaction #: EFT_03102025_8_MV) and Invoice #******* ($55.60, Transaction #: EFT_03102025_7_MV). Screenshots of the e-transfer confirmations, which we have provided, explicitly show that the funds were successfully auto-deposited to the recipients linked bank account, requiring no manual acceptance.
  On May 1, 2025, Ms. ******** initiated chargebacks for the same invoices (#******* and #*******), recovering an additional $184.00 through her bank. These chargebacks resulted in $50 in bank fees ($25 per invoice) charged to GetUs Communications.
  Based on our records and the provided screenshots, Ms. ******** received $368.00 in total ($184.00 via auto-deposited e-transfer on March 12, 2025, and $184.00 via chargebacks) against the original charges of $184.00, indicating an overpayment of $184.00.
  We acknowledge Ms. ********* claim that she did not receive the e-transfer refund and that her banks investigation supported the chargebacks. However, the screenshots of the e-transfer confirmations clearly indicate that the $184.00 was auto-deposited to the bank account linked to ************************* on March 12, 2025. If these funds were not received, there may have been an issue with the email or bank account linked to the auto-deposit. We are prepared to work with Ms. ******** and her bank to further investigate and confirm the status of the e-transfer.
  We regret any confusion caused by our communication regarding the refund process and the automated overdue notices for Invoice #*******. We have reviewed our notification processes to ensure clearer communication in the future. The $50 chargeback fees were standard banking charges incurred due to the disputes filed after the e-transfer was auto-deposited. We understand Ms. ********* frustration and are committed to resolving this matter transparently.
  We are prepared to provide the BBB with the screenshots confirming the auto-deposited e-transfers for verification and invite Ms. ******** to contact our customer service team at [Insert Contact Information] to discuss the e-transfer status or provide bank documentation showing non-delivery of the refund. Thank you for facilitating this process.

  Customer Answer

  Date: 20/05/2025

   
  Complaint: 23284921
  
  I do apologize as I was not aware of the etransfer. I was only reviewing my credit card as that's what I used to pay with and had been told several times it was where the refund would be sent. I now see I did receive the payment to my cc as well as an etransfer to my separate bank account.  With this new information coming to light I am willing to pay the banks charge back fee of $50.  I do hope getus will be happy with that amount and allow my account to be settled.  I have been dealing with issue after issue for months now and never even received services for all my trouble.   I am responding here as the contact information in the last email was left as an "enter contact information here" prompt and i do not want to call in to the general number and have to spend another hour on the phone going over what has happened.  Every attempt to contact you in the past has taken at least an hour to get nowhere.  I highly suggest you work out clear communication skills with your workers as I was told over and over the refund would be returned to my credit card which is why this whole thing happened the way it did. Please include contact information for someone who is aware of my case in your response so I can send payment for the $50 charge back fee.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 21/05/2025

  Dear Better Business Bureau and Ms. ****** ********,
  Thank you for your response to Complaint #******** and for acknowledging the receipt of both the e-transfer refund and the chargeback funds. We sincerely apologize for the confusion caused by the miscommunication regarding the refund method and the prolonged challenges you faced. We appreciate your willingness to address this matter.
  Clarification of Financial Details:Our records, supported by screenshots of the e-transfer confirmations, show that on March 12, 2025, GetUs Communications issued a full refund of $184.00 CAD to ************************** covering Invoice #******* ($128.40, Transaction #: EFT_03102025_8_MV) and Invoice #******* ($55.60, Transaction #: EFT_03102025_7_MV). These funds were auto-deposited to your linked bank account, as you have confirmed. Additionally, you recovered $184.00 through chargebacks for the same invoices processed by your bank on May 1, 2025. As a result, you received a total of $368.00 ($184.00 via e-transfer + $184.00 via chargebacks) against the original charges of $184.00, resulting in an overpayment of $184.00.
  The chargebacks incurred fees of $56.00, comprising $50.00 base fees plus $2.50 (5% GST) and $3.50 (7% PST), paid by GetUs Communications. Therefore, the total amount owed to resolve the account is $240.00, which includes the $184.00 overpayment and the $56.00 chargeback fees.
  We deeply regret the miscommunication from our team, who incorrectly advised that the refund would be processed to your credit card instead of via e-transfer. We have addressed this internally to improve our communication processes and prevent such errors. We also apologize for the placeholder contact information in our previous response and for the time spent on prior communications that did not resolve your concerns efficiently.
  Response to Your Offer:We appreciate your offer to pay $50 to cover the chargeback fees. To resolve this matter amicably, we are prepared to make an exception by waiving $25.00 of the amount owed. As such, we respectfully request a repayment of $215.00, which includes the $184.00 overpayment and $31.00 of the chargeback fees (reflecting the $56.00 total fees less the $25.00 waiver). This adjusted amount will fully settle the account and address the financial discrepancy caused by the duplicate refunds and chargeback fees.
  Payment Instructions and Contact Information:To facilitate the repayment of $215.00, please contact our dedicated case manager, ****** ****, who is fully aware of your case and will ensure a streamlined process. You can reach him directly at:
  Email: ************************************************************************
  Phone: *********************** (available MondayFriday, 8:00 AM5:00 PM)
  Payment Options: ****** can provide instructions for repayment via e-transfer, credit card, or other methods convenient for you. Please reference Complaint #******** when contacting him.
  If you have any questions or wish to discuss flexible repayment options, ****** is available to assist promptly. We are committed to resolving this matter fairly and regret the inconvenience caused by our inability to provide services and the subsequent billing issues. Thank you for your cooperation, and we appreciate the Better Business Bureaus assistance in facilitating this resolution.
  
  Thank you 

  Customer Answer

  Date: 27/05/2025

   
  Complaint: 23284921
  
  I am rejecting this response because:

   

  i have tried mulitple times to call ****** **** and was told he is unavailable,  today a random employee from your company called and was patching me through to ****** who proceeded to hang up on me, called back and hung up again, when I then immediately called back at the number provided in the previous BBB correspondence I was told ****** was no one shift and again is unavailable. There was less the a mintute between these calls. Dealing with your company has been an absolute nightmare!   I will no pay the charges back fee of 50 dollars as it's a result of your horrible communication and if you want any of the overpayment back (which at this point after months of hassle you shouldn't even be charging me) then you better sort out your communication skills and have the right person contact me and NOT hang up on me! What a complete waste of hours of my life this whole ordeal has been, I highly regret every contacting your business. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/06/2025

  Dear Better Business Bureau and Ms. ****** ********,
  We are responding to Ms. ********* rebuttal for Complaint #********, received on June 9, 2025, and addressing the BBBs request for clarification. We sincerely apologize for the communication issues, including difficulties reaching ****** **** and the unacceptable call disconnections on June 9, 2025. We have addressed this internally to improve our processes.
  Financial Resolution:Ms. ******** was charged $184.00 for Invoices #******* ($128.40) and #******* ($55.60). She received $368.00 ($184.00 via e-transfer on March 12, 2025, and $184.00 via chargebacks on May 1, 2025), resulting in a $184.00 overpayment. Chargeback fees of $56.00 ($50.00 + $2.50 GST + $3.50 PST) were incurred. On May 28, 2025, ****** **** and Ms. ******** agreed she would repay the $184.00 overpayment, and we waived the $56.00 chargeback fees. On June 2, 2025, we received her $184.00 e-transfer payment (Reference: C1AWTBJBCVCm, Ticket #******), settling the account with a zero balance.
  Request to Close Complaint:As the overpayment has been repaid and the chargeback fees waived, we consider this matter fully resolved. We regret the confusion caused by miscommunicating the refund method (e-transfer instead of credit card) and the subsequent challenges. For any further concerns, please contact ****** **** at:
  Email: ************************************************************************
  Phone: *********************** (MonFri, 8:00 AM5:00 PM)
  We request the BBB close Complaint #********, as the issue is settled. Thank you for your assistance.

  Customer Answer

  Date: 09/06/2025

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

• Initial Complaint

  Date:31/10/2024

  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.

  Getus just said they have promotional for internet, so I was interested. Then They asked me to pay 50$ so they can send me the modem. Around 1 month later the modem came, and another 3 weeks the technician came to my place to check how tro set the modem. But then I just want to connect the modem with ethernet, not using coaxial plug. The technician said it only connected with coaxial plug, so I cancelled the service. But then they asked me to pay 173$ for cancellation fee, for the internet that I even never use it. I just want to return the modem back *** the company, and I didnt know the hidden cancellation fee behind the promotional month.Please always upfront before try to sell something to the customer. Beside ***** was the technician said that to me, that the modem only connected with coaxial plug only.

  Business Response

  Date: 15/11/2024

  Cable Internet and Installation Process
  During the sign-up process, our customer service team informed you that the service being provided is cable internet, which specifically requires a coaxial cable connection for initial setup. The modem provided, a Technicolor DPC3848V, supports multiple Ethernet ports (4 ports); however, it must first be connected via a coaxial cable as part of the standard cable internet configuration.
  
  Technician Installation
  On October 10th, a technician visited your premises to install the necessary outlet and ensure the modem was properly connected. The installation process was completed as agreed upon, with the setup verified to be operational according to the service requirements.
  
  Cancellation and Fees
  We understand that you reached out to us at the end of October to request cancellation of the service. As noted during the sign-up process, a cancellation fee applies if the service is terminated before the end of the 12-month commitment period.

  Customer Answer

  Date: 17/11/2024

   
  Complaint: 22495779
  
  I am rejecting this response because: in the beginning they dont make me aware about their cancellation fee.
  
  Sincerely,
  
  **** Royani

  Business Response

  Date: 19/11/2024

  We sincerely apologize for any confusion and appreciate the opportunity to clarify the situation. After a thorough review of your interactions with our chat representative, we found that the $15 cancellation fee per remaining month was explicitly communicated during the sign-up process. For your reference, we have attached a screenshot of this conversation for transparency.  
  
  Additionally, our cancellation policy is publicly available under the "Cancellation & Refund Policy" section on our website. You can review the full policy at [*************************************************************](*************************************************************).  
  
  We strive to ensure all terms are clearly communicated and regret if this was not apparent during your experience. Please let us know if you require further assistance.

  Customer Answer

  Date: 19/11/2024

   
  Complaint: 22495779
  
  I am rejecting this response because: it just doesn't make sense to me. At that time I thought the cancellation fee was only 15$( I didn't think too much) not 15$ x 11 months, that policy is like grabbing money from the people, especially people who did not aware about the big cancellation fee. I already paid 50$ for the first month so they could send the modem, but I did not even use their internet.

  Their policy is just taking somebody else money too much, like rip off somebody just because they canceled the service. 
  If the customer do not use the service, then be fair and return the money back.

  Thank you,

  Lany.

• Initial Complaint

  Date:08/07/2024

  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 opened an account with Getus in December 2023. Since then, they have repeatedly sent invoices charging for setup fees rather than internet usage charges. In May, I cancelled my account and returned all the equipment they had provided. Last month, despite the account closure, they sent another invoice for installation charges. I informed them of the closure, and they cancelled that invoice.Recently, they sent yet another invoice with a one-week deadline, claiming I hadn't returned all the equipment. I contested this and requested documentation showing the weight of the equipment they initially sent and the weight of the parcel they received, to verify any missing items. They have not provided this information and neither have cancelled the erroneous invoice.I suspect that Getus is improperly reporting their revenue to Revenue Canada by only invoicing setup charges and not sales charges. Furthermore, their repeated issuance of false invoices suggests they may be attempting to unlawfully collect money from clients.I urge the Better Business Bureau (BBB) to investigate this matter thoroughly and take appropriate action to ensure that Getus does not continue to deceive its clients.

  Business Response

  Date: 08/07/2024

  We sincerely apologize for the billing issues you have experienced with us. At GETUS, our customers' satisfaction is our number one priority, and we deeply regret any inconvenience this situation has caused.
  
  We understand your frustration regarding the invoices and the subsequent charges after your account cancellation. Upon review, we discovered that the charges were automatically generated by our system because the Vilo equipment was on a rent-to-own basis. However, we have verified that all the equipment has been returned and nothing is missing.
  
  We want to reassure you that we have thoroughly addressed this billing issue and would like to confirm that the invoice ******* has been cancelled, and moving forward, you should not receive any additional invoices or payment reminders from our side.Thank you for bringing this to our attention. We appreciate your patience and understanding as we work to improve our services.

  Customer Answer

  Date: 10/07/2024

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