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:04/07/2023

  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.

  On July 04 at 1:36PM a Promark Telecom employee ******** *** ******* entered our backyard - he did not even attempt to ring the bell. My wife was alone in the backyard and again, he did not even attempt to ask for permission. Just told her he's entitled to access, that he has "work to do". She felt uncomfortable and there's no question that this person could use some training on how to approach customers. Leaving aside safety issue for himself (I have a protection dog that happened to be in the house) he needs training to understand that customers need to feel safe too. You don't just show up unannounced in the middle of the backyard, with claims that you have work to do. The least you can do is knock and be polite. Upon confronting him she panicked and called me. I rushed home and caught him in his car, in front of my house. He continued to assert that he "needs work done" and "has no time to ring". Having no manners is the nicest way I could describe this person. To make it worse, he confirmed that he didn't pay attention to the address (house number is displayed clearly), he was at the wrong address. Please tell us you can do better next time - avoid unpleasant issues on both sides.

  Customer Answer

  Date: 07/07/2023

  If possible, I'd like to close this complaint. The business (Promark Telecon) contacted me and apologized; they also recognize the need to improve how their agents enter private properties and apparently will update some of the associated procedures.

   

  Thank you,

  ******

• Initial Complaint

  Date:21/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 company came today to fix Neighbour’s Internet line. Instead, they put a shovel through my Internet cable forcing my wife to take a vacation day because she couldn’t work from home in forcing me a loss in sales although I confronted the workmen exactly the time the Internet went out they refused to fix it, saying I need to call my own Internet company to come and fix

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  - Occurred Feb 6th 2023 - Completed an ontario one call locate, requesting for promark to come and mark their cables. I noted on the request that there is a gate and to call us before entering the property. I visited the site following the completion of the locate and the locator broke my lock and threw my fence to the ground to enter the property. On top of this it looks like no effort was made to put the fence back up. If i didnt come to the site the city would have fined me as the property is legally vacated and must be fenced off at all times. This was extremely rude and unprofessional. No notes were made on the locate sent back stating that any of this happened.

• Initial Complaint

  Date:24/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had Promark out to identify the electrical line on my property so that we can upgrade from 100amp to 200amp service. They came out but did not identify the line to the edge of the property. I called and they came out again doing a more specific mapping and flagging assuring me that this is exactly where the electrical was buried. I hired a hydro dig company to expose the line but after digging for 5 hours they couldn’t find the line. I called for another locate and when they came back they identified the electrical line 300’ to the south of where it was previously located. The tech said he assumed the previous tech found the Phone cable and assumed the power would be trenched beside it. This assumption cost me a day of time for my electrician, myself and the $1900 bill to the hydro dig company. When I contacted Pro Mark, ***** put all the blame on me and said I should have called them as soon as we couldn’t find the line. Both times the calls for locates took around two weeks so I assumed that if we were digging and couldn’t find it they would not immediately drop everything and rush over, which I doubt they would have. I believe I did everything I could as a consumer and would expect Pro Mark to accept liability rather than the only explanation to be “mistakes happen”.