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:01/01/2025

  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.

  The emails provided will show that service is paid for to rural 4G and for the last month I've had no service even though paid to date. December 1st my internet went out so I called rural 4G who told me they would get it fixed immediately. They said they were sending out new routers around the 23rd never saw any no tracking number. I cannot get anybody on the phone, email, or anything else. I plan to file a report with a Better Business Bureau but mostly the ***. I do get a great deal from them but this is not worth it when I paid for internet to work. I have spent extra $80 on top of the money that I paid them to just have some internet connectivity. This is infuriating and I should tell what is going on. I would like my service back on quickly if not give me my money back and I'll go somewhere else.

  Business Response

  Date: 01/24/2025

  This customer was part of the outage that began on 12/2/2024. We spoke to the customer the day the outage began and explained that we were working on a resolution. We spoke with the customer multiple times over the next two weeks as we were working on a resolution. We also explained at that time that we would adjust bills once the service was restored. She was also included in the update emails that we sent out on 12/8/, 12/19, 12/28 and 1/3. The customer was sent a new modem and we have no reports of any further issue following the new modem being sent out. 

• Initial Complaint

  Date:12/29/2024

  Type:Customer Service 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 dec. 1 my account was auto billed for ***************** on dec. 3 my internet went down. I have now been without Internet for over 4 weeks. After numerous calls to them and being assured that they were working on the problem, I've decided enough is enough. As my service is pre paid I want my December payment reimbursed and my service discontinued. **************** is not a priority with this company,it pretty much doesn't exist.

  Business Response

  Date: 03/05/2025

  This customer was part of the service outage that began on 12/2/2024. The customer spoke with us on multiple occasions including 12/2, 12/5, 12/8 and 12/11 amongst others. She was also included in the emails to all customers affected on the following dates: 12/8/, 12/19, 12/28 and 1/3. She was sent a replacement modem and we have not heard anything further from the customer as of this update. 
  

• Initial Complaint

  Date:12/26/2024

  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.

  I have had internet service through Rural 4G for several years. Our service stopped working four weeks ago. During those four weeks I have called at least four times and sent multiple messages. I have gotten no response at all. We have been without service for four weeks but are still paying for service.

  Business Response

  Date: 01/24/2025

  Customer was a part of the outage that started on 12/2/2024. The customer reached out to us via chat on 12/4/24 and again on 12/23. They were included in the emails that were sent out to customers informing them of the outage and that we were working on a solution. We do not have any records of the customer calling in. We did send the customer a new modem and have not heard anything further from the customer since that was sent at the beginning of January

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22731460
  
  I am rejecting this response because:

  I never received any emails, and I did search my email for any correspondence. I called and left multiple messages with no return calls or messages. I did receive a modem in the mail, but nowhere on the box or modem or included in the packaging was the name Rural 4G. I had no idea where the modem came from. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/23/2024

  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.

  Our ISP, Rural 4G, has been out of service for 3 weeks. We cannot get through to customer service. They have already charged us for the month of internet, which has not been provided. They have not sent ANY communications out explaining what the issue is or how they are fixing it or how long it might take.

  Business Response

  Date: 01/24/2025

  The customer was a part of the outage that started on 12/2/2024. We communicated with the customer on 12/4/2024 when he called in to report the outage to us. We told him that we were aware of the outage and were working on a solution. He was also included in email updates that were sent out on 12/8, 12/19, 12/28 and 1/3. The customer emailed on 1/3/2025 to request cancellation and his account was cancelled at that time.
  

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22724223
  
  I am rejecting this response because: 

  Rural4G did not formally communicate about the outage that began on 12/2/24 until they sent an email on 12/19/24. I called many times before that in an effort to get more information and could not get through.  On 12/21/24, they said they were mailing out new devices but no device was ever received. I made numerous additional attempts to contact them by phone and opened several service tickets before cancelling.

  After 8 days of their outage on 12/10, they charged me the full amount for the month of December, rather than delayed their billing or proactively adjusting the bill since they were still experiencing a lack of service. Eventually, I had to dispute the charge with my bank because they did not respond to any of my service tickets nor could I get through to them by phone to have my bill adjusted. 

  They did respond to my cancellation ticket and sent their address to return their equipment. Despite the issue being on their end, they did not include a label for their equipment to be returned to them. So, the cost of returning their equipment has also been deferred to the customer even though they already said they needed to replace the old equipment. 

  In addition to their insufficient communication attempts, it is entirely unacceptable to leave customers without internet for an entire month. For all of these reasons, I reject their attempt to resolve.Their mishandling of the outage, such as formally notifying customers over 2 weeks after the outage, is nefarious. 

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

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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 company uses ******* towers, and apparently (they say) our tower is out, but I still get cell phone ************ iPhone hasnt been backed up (has to be on WiFi to back up) in 5 weeks. So I know our internet has been down for at least that long.Ive put in 3 support tickets, emailed, left voicemails, and no one will call back, I made it clear that I will not be charged for this month that it was out and that if I was charged the $90 (auto pay from my bank) that I would cancel them. I wanted to seek a resolution Looks like to me, ******* wont let them use their towers anymore and they are just collecting for no service.I am putting in a bank dispute today for the charge.

  Business Response

  Date: 01/24/2025

  Customer reported us on 12/8/2024 following an outage that we had that started on 12/2/24. The customer was upset that we did not have a clear answer on the time for resolution of the downed service. We spoke with the customer multiple times per day between the start of the outage and when they chose to cancel. We explained to them that we were receiving a high volume of calls in regards to the outage and apologized that some calls went to voicemail. The customer at their request had their service cancelled on 12/19/2024.

• Initial Complaint

  Date:12/07/2024

  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.

  I have been a customer for several years. Once before there was on outage and they did get us up and running quickly and at least explained what was going on. I was supposed to get one month free but that never happened.This outage has been going on 04Dec2024. No one will pick up a phone only leave a message. This is extremely poor customer service. I have left several messages to please call. I have children enrolled in online schooling and now they are 4 days behind. I will be expecting someone to call.

  Business Response

  Date: 03/05/2025

  We had a severe service outage.  The customer was provided updates on 12/08/2024, 12/19/2024, and 12/28/2024.  The customer requested cancellation and was instructed to return the equipment.

• Initial Complaint

  Date:10/01/2024

  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.

  I have had numerous internet issues with Rural 4G. It is almost impossible to speak to someone on the phone. When I can talk to someone, they say they will call me back but never do. I have left numerous messages, but no one has returned my call. I use this internet because I work remotely from home. I explained to them that I was in jeopardy of losing my job due to internet issues. My main complaint is that no one answers the phone, and I am in the dark about what is going on with my internet and any attempts at resolving the issue, if any are even being made.

  Business Response

  Date: 10/10/2024

  Timothy Kelly has spoken to the customer on several occasions and it was determined to be faulty hardware and new hardware was sent to the customer.  Mr. Kelly called customer today on 10/10/2024 as a follow up and left a voice mail.

• Initial Complaint

  Date:09/22/2024

  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.

  Sept. 15, 2024 $123.90 Since receiving product from Imcon Edge (formerly Rural 4G) on 9/18/2024, *** been attempting to get a return address to send it back as it does not work properly and they cant fix or tell me why it doesnt work. No one will provide me with a return address. Ive been calling since 9/19 and I keep ether run around. They have to check the address because its new.

  Business Response

  Date: 10/10/2024

  The customer advised us that the unit was not working well.  Upon diagnostics and several attempts to rectify the situation, we offered to refund the customers order upon return of equpment.  Upon receipt, a refund was issued.

  Customer Answer

  Date: 10/10/2024

   
  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,
  
  ****** *****

• Initial Complaint

  Date:02/02/2024

  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.

  I ordered a tablet and initial monthly 4g service on Oct 30 2023. The tablet was purchased as part of the *** (Affordable Connectivity Program) subsidized by the ** Government. My bank account gets billed monthly for 4g service but 3+ months after purchase the tablet and sim card have yet to arrive.My last response from Rural4G said I have not ordered a tablet yet. They lied. My Oct 30 invoice INV-****** shows the tablet purchase.If my case is not resolved through the last service ticket placed on Feb 1 **** I will start looking into ways to report Government fraud and may start a class action lawsuit with Rural4g customers who have similar experiences. At this point I have paid <$50 but being on a very limited income every dollar is important to me.

  Business Response

  Date: 02/08/2024

  Customer ordered a tablet through our website via the Affordable Connectivity Program (ACP) on October 30, 2023.  The customer did not provide their ACP enrollment information.

  
  Rural4G customer service called on October 31st and November 2nd, 2023 with message left for the customer advising the information for ACP enrollment was required before order could be processed and shipped.  Additional calls were placed to customer with no success in reaching them.

  
  Order was cancelled on 02/07/2023 and funds are being returned.

• Initial Complaint

  Date:11/28/2023

  Type:Order 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.

  Started service with this company on July 14,2023. Made a payment of $22.10, for the service and the promised tablet. Called the company on8/17/23 as I was charged for service $12.00 and had not received the tablet. CSR I spoke with stated I would recieve a refund for the service even sent me a invoice stating I was being refunded. I never received the refund. Called again 9/12/23 and stated still had not received the tablet. CSR stated it was shipped on 8/13/23. Which was a month after I signed up for service. CSR stated I will get a call back as she needed to look into how it was shipped. Dis not hear back from them. Called again on 9/14/23 received a recording that all representatives were busy please leave a message. Still no call back. on 9/13/23 another $12.00 payment was taken from my bank account. Called back on 10/12/23 Spoke with ****** in sales. He stated I needed to talk to a CSR Manager and transferred me. Received the recording all reps are busy please leave a message. 6:18 pm on 10/12/23 still no call back. On 10/14/23 another payment was taken from my bank account. Still no tablet and no service. Called back on 11/6/23 got the recording all reps are busy please leave a message. 11/14/23 Another payment was taken from my bank account. Still no tablet or service. 11/27/23 Called back got the recording that all teps are busy leave a message. Still have not received a call back.

  Business Response

  Date: 02/15/2024

  Customer ordered an *** tablet on the unlimited plan on 7/14/23. At that time we did not have the information needed from the customer to enroll in the *** tablet program. **************** called the customer on 7/15/23 at 11:16 AM to collect the enrollment information message left. Call made again on 7/18/23 at 1:21 PM resulting in voicemail. **************** called again on 7/19/23 at 3:38 PM voicemail left. Customer returned call providing her information for processing on 7/25/23. We were unable to complete the order to missing information and followed up with a request to complete the missing information. We were able to finally the customer on 8/11/23 to confirm the correct information was there. Order was processed and tablet was shipped to customer on 8/12/23. Customer called on 8/15/23 at 2:07 PM requesting the status of the shipment and we confirmed that it had been sent to her. Provided tracking information at that time. A call was received from the customer on 9/12/23 at 3:47 PM that she still had not received the tablet. We confirmed that it was shipped to a PO Box in ************* and that it showed having been picked up. We had no further contact from the customer until a call on 11/29/23 at 6:12 PM she stated again to have not received the tablet. At that time her account was cancelled at her request.