Complaints

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

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  IQ FIBER

  6410 Southpoint Pkwy Jacksonville, FL 32216-8036

  
• 

  IQ FIBER

  13 Bryce Industrial Dr Savannah, GA 31405-9376

  

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:12/17/2024

  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.

  On October 2nd, 2024 IQ Fiber was digging and installing fiber optic cable, at the corner of Plummer ***** **. and *** *** ********* *** in Jacksonville, FL
  They hit and broke the water main which caused a sink hole that swallowed up a huge piece of our brick entrance wall for the neighborhood.
  I manage the HOA for this neighborhood.
  IQ Fiber has admitted fault.
  IQ Fiber has refused to provide me with their liability insurance information so that we can make a claim.
  We want their insurance information to make a claim.

  Business Response

  Date: 01/03/2025

  Dear Mr. ****,
  
  We sincerely apologize for the
  property damage incurred during our construction on October 2nd. We
  are committed to making this right and have been actively engaged with you to
  rebuild the damaged entrance wall. As of this moment we are awaiting quotes and
  once received we will schedule the repair.
  

  You will continue to receive timely communication and
  updates from ******* ** ********** but if you have any questions or concerns,
  please don’t hesitate to reach out to me directly.
  
  Thank you for your patience in getting this issue resolved.
  
  Thanks,
  
  

  
  

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising 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 complaint is in reference to a service IQ Fiber provided to me on 4/10/2024. I believe the business is acting in bad faith with their transparency around their subscription services and terms of service. Prior to having the internet installed, I spoke to three different agents and asked them how I should proceed with my current internet provider. All three agents advised me to call ******* AFTER the IQ Fiber was installed. I followed instructions and called ******* to suspend my service and was then offered a better deal that would save me $25. I wanted to cancel IQ Fiber only 10 minutes after having the service. HOWEVER, upon calling IQ Fiber, they first let me know that I should expect a full refund since it had literally been 10 minutes since the installation and then followed up with a call to let me know that I am being charged for the full month because they are a subscription service. My issue is that I never signed any agreement, signed my name on a dotted line, or checked a box to verify that I read and understood those terms. The credit card was taken via the phone with no sort of protection or verification of being charged. The actual terms live on a link at the footer of their website and is not visible ANYWHERE else on the page. Furthermore, the confirmation email they send about the installation date and price, does not link or mention any terms. I feel that this business is purposefully withholding their terms and conditions and advising customers not to call their existing service provider so that they can make money. They lack transparency.

  Business Response

  Date: 04/24/2024

  April
  24, 2024
  

  Dear ****** *******
  

  We have reviewed our current
  Sales process and as part of standard process we inform prospective customers
  of the subscription nature of our services before completion of an order. We
  also clearly articulate subscription billing in our Terms of Service.
  

  However, as a sign of good
  faith we will be providing a full refund of services at this time. We wish you
  well and hope that you consider our services in the future.
  

  Sincerely,

  ******* *********
  ** ****** ********, Customer
  Support
  O: ***********
  *****************************

• Initial Complaint

  Date:12/08/2023

  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.

  Ongoing Violation of my hyppa and personal privacy/safety due to what appears to be sharing of my internet password putting my family and friends in jeopardy and preventing me from accessing medical, personal and work related. This led to theft and further medical and professional related discrimination ultimately having been asked to work from home without access and then evicted sue to such. I utilized IQ fiber to access tv streaming and my ***** ****************
  I believe i was tracked as to when I was home and online from when I accessed connected devices thrugh IQfiber services with surrounding local businesses and individuals.
  
  please contact for further photo documentation that services were blocked and work/medical related websites blocked.

  Business Response

  Date: 01/04/2024

  Dear Ms. ********
  
  We have reviewed your account
  and have determined all service charges were valid from the beginning of your
  service in September 5th, 2023 until you cancelled service on
  November 29th, 2023. As policy we do not share or reveal WiFi
  passwords except at the request of the customer. Additionally, IQ Fiber does
  not capture, view or otherwise monitor customer information and as such it
  cannot be shared or accessed by 3rd parties. 

  Customer Answer

  Date: 01/11/2024

  If I may please speak with someone directly at your earliest convenience as I was never asked to provide the evidence of such and how in which I was violated.  If you can please contact me at **********.  This has truly continued to effect every area of my life including my medical and personal safety and privacy in Jacksonville at Surf a1a apartments I believe this was possible connected to a fubu account and professional sports as the the day I moved in such was shared.

• Initial Complaint

  Date:06/08/2023

  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.

  I was supposed to have an install today. This review is in no way representative of the installers. They were both courteous, friendly, knowledgable, and better than anything I have experienced with any other company.
  
  Unfortunately the install was not able to happen because the fiber people buried the line and installed it on the wrong side of my house. The entire house (new construction) is wired with ethernet drops in each room. There is an ethernet bundle coming out the house that cannot be missed. Instead of installing the fiber box here, the installers put it on the complete opposite wall. Had they bothered to walk around the house, they would have seen all of the ethernet cables. I understand this is a new company, but this seems like a pretty basic thing to think about during an install. I was told the wait to have the box moved is 2 weeks, which is unacceptable. I have filed with the BBB as well.

  Business Response

  Date: 07/11/2023

  ****,

   

  This complaint was resolved and we believe the customer is happy with the resolution. The box was relocated on June 9 – one day after the complaint was filed. 

   

  Please let me know if you have any further questions.