Complaints
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/20/2023
Type: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.
Failure to bury residential fiber cable after six months leading to loss of service. Company will not address the issue and will not escalate
Business Response
Date: 06/27/2023
*** ******** line is scheduled to be buried tomorrow morning 6/28/23. **** has also provided a courtesy credit on Mr. ************************** ImOn appreciates ******************** business and apologies for the delay in getting this drop buried.Initial Complaint
Date:06/14/2023
Type: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.
**** communication came and installed fiber optics lines, and completely damaged the property and not willing to pay for the damage incurr to the property.Business Response
Date: 06/16/2023
************** has been in contact with ImOn about these concerns. ImOn has acknowledged that ****'s contractor(Telcom) damaged irrigation lines when laying Fiber. Telcom has repaired the irrigation lines. Additionally, ************** has shared with ImOn that there was damage to his sidewalks and lawn. Telecom will provide ************** a check by Wednesday 6/21 and is in the process of scheduling sidewalk repairs. We appreciate ****************** business and are working with Telcom to resolve the outstanding issues in a timely manner.Initial Complaint
Date:04/27/2023
Type: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 was "recommended" a service based off the information I provided to which I was not delivered. The wifi connection is the worst I have ever seen. I called to get this resolved and the rude customer service rep **** who reports to ***** in ************, **. Was not able to provide me a resolution. He got his manager on the phone *** who was clueless and was not able to provide me with a resolution to the poor service they are providing.Business Response
Date: 05/03/2023
*********************** did experience degradation of service. **** Customer Agent and Supervisor have reviewed her account, adjusted her bandwidth and billing as a result. Imon Supervisor has attempted to reach *********************** and has left her a voicemail stating that her bandwidth is increased from 500mb to 1 gig for $70.00. ImOn is committed to providing excellent service and has coached the Care Agent and Supervisor accordingly.Initial Complaint
Date:04/17/2023
Type: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.
Im On offered installations during winter by stringing the fiber across the lawn with the promise they would come early in the spring and bury it. My fiber is about ****************************************************************************************** aerate without damaging the cable so I've been putting both off. I've called three times April 3rd, April 12th, and April 14th. Each time I was assured someone would call me back ASAP. No one has called back. On the last call I was told they have no idea when they will get to it and there are lots of other people in the same boat and they'll get to it when they get to it, and I'm welcome to hire someone to bury it myself. I told them this is unacceptable and the solution is very simple: you need to stop going new installations for a week and catch up. She said rather cynically, I'll pass on your information and have someone call you back.Business Response
Date: 04/17/2023
ImOn contacted this customer Monday morning, April 17, and scheduled a time for our techs to go out and bury his line. The customer is pleased.Customer Answer
Date: 04/18/2023
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, assuming they follow through this week as promised.
Sincerely,
*****************Customer Answer
Date: 04/25/2023
Hello,On Monday, April 17th I received a call from the vendor promising to finish the fiber installation this week. I was happy with the response and closed the complaint. I followed up with a text to the vendor on Thursday, April 20th asking if we were still on track to finish this week. I didnt receive a response and the work hasnt been finished.Please reopen the case. The promised resolution wasnt delivered.Thanks,***Business Response
Date: 04/26/2023
****************** Fiber installation was completed yesterday (4/25) in the afternoon. ImOn should have communicated the change in schedule to ************** and **** does appreciate ****************** business.Initial Complaint
Date:03/23/2023
Type: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.
For a few weeks my home WiFi has been cutting in and out. Two weeks ago it went out completely. They unexpectedly sent techs out with no warning and dismissed my concern about switching out my modem for a new one. I paid my monthly bill even though issue with **** continued. I have called customer service MULTIPLE times and the reps were RUDE and hung up on me multiple times. THERE HAS BEEN NO ATTEMPT AT A RESOLUTION. It blows my mind that a loyal customer of years is being treated like this. YOU TOOK MY MONEY AND I HAVE NOT HAD WORKING RELIABLE INTERNET FOR ALMOST AN ENTIRE MONTH. Continuing to collect money without providing the service that was promised.SCAM!!!!SCAM!!!!!SCAM!!!!!Business Response
Date: 04/17/2023
Mr. ****** was very angry and used some inappropriate language with the **** customer care team. Our team members warned him if he continued, they would disconnect the call, and that is what happened. Since the complaint, however, the care team has made multiple attempts to schedule a service appointment for Mr. ******************* The most recent appointment was scheduled for April 10, and Mr. ****** failed to show up at his home. The issue is still not resolved, but **** will continue to try to improve this customer's experience.Initial Complaint
Date:09/01/2022
Type: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.
******************* installing fiber a couple of weeks ago. Thought they'd be back to fix the destruction done to my lawn...nope! I've called, better, tried to call ImOn (I'm not a customer BTW) and after just too long a wait gave up. Thought I'd get a better response if I went "public". So there are two dead areas of grass and the ground was not at all leveled after installation of their boxes. Not much appreciated.Business Response
Date: 09/07/2022
Hello,
ImOn's construction crews spoke directly with the homeowner to discuss the lawn repair and the work has been completed. Photo attached shows the repaired area by the utility boxes.
Thank you for making us aware of the issue.
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