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:04/05/2025

  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.

  We pay for our internet through our rent and are forced to use Zentro. The service is constantly down. I was without it for a full week starting on March 25. They did not get a tech out until March 31. It is now April 5 and it has been down again all day with no resolution in sight. I work from home and have had to miss several days. I am not afraid I am going to miss next week also before they can get a tech out again. I am losing money because of their terrible service. And in our complex about half the people are having the same issues. Sometimes techs coming out 3 or 4 times.

  

  Business Response

  Date: 04/11/2025

  Zentro is currently performing upgrades to the entire system at the referenced Property. This is a comprehensive ongoing project that is being completed in phases to help mitigate service interruptions as much as possible. Zentro is working closely with the Property Manager to communicate the scheduled system upgrades. Zentro is working diligently to complete this work and bring best in class service to the Property. We appreciate your patience and value your business.

• Initial Complaint

  Date:09/15/2024

  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.

  Zentro internet not working ever at 1980 ***********. Constant internet outages. If the wind blows, the internet goes out. If its cold out, the internet does not work. They ignore service request communications, never respond. Zentro also throttles speeds and make the customer pay to unlock normal speeds. They are a scam company, offering scam service that doesn't work.

  

  Business Response

  Date: 09/25/2024

  Zentro Support has communicated with the Customer stating that **********************'s Engineering Team has performed a thorough health check at the property and no issues were found at either the building level or on the Customer's port. The bandwidth test from the Central Communications Room to the network edge showed no packet loss. In an effort to provide the best possible service for our Customers, ********************** continues to make improvements and upgrades to our Network. We sincerely apologize for any possible intermittent service disruptions.

• Initial Complaint

  Date:09/12/2024

  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.

  This is an internet company that has been paid a monthly fee for products and services that were advertised and guaranteed to meet a specific expectation. There has been continual issue and several attempts have been made to resolve matters and troubleshoot problems. It has recently been discovered after a conversation with an employee of the company that plans to repair equipment supplied by the company that has been responsible for the issues was never repaired or replaced.

  

  Business Response

  Date: 09/25/2024

  Zentro has been making efforts to continuously improve our Network at this location. One critical component of our continuous improvement plan is to perform certain rolling equipment upgrades. Zentro is happy to report that such efforts were completed this month. Zentro is committed to providing the best possible service to our Customers.

  Customer Answer

  Date: 09/26/2024

   
  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:08/09/2024

  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.

  Zentro internet took over my internet provider 6 months ago. Zentro internet charges $30 for the service while the company they took over charged $57.Instead of adjusting the amount on their own they kept on charging me $57. When I reached out to them asking for a refund or credit for overcharging me, they were very rude telling me that they will not refund or credit my account because they also "undercharge" customers, not only overcharge. Yes, that was their explanation. They switched me to the $30 monthly charge but they would not refund me for the 6 months they overcharged me. It is only around $100 but if they do this to thousands of new custimers then things are really bad. Instead of being friendly and understand the situation, they were very clear telling me that I was supposed to call when they took over for them to not overcharge me. Isn't it their job to do the right thing about the service they provide at the right time? Thank you

  

  Business Response

  Date: 08/22/2024

  Customer reached out to the ********************** Support Team and in response, the monthly rate for Customer's subscribed internet services was reduced to $30/month effective August 2024. Please refer to Zentro's online Terms and Conditions agreed to by Customer wherein the language states that no refunds will be provided under any circumstances. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22119293
  
  I am rejecting this response because:

  You are bussines taking advantage of customers, when you should have adjusted my monthly payment and dozens, hundreds of other monthly payments of different customers instead of  overcharging for months or at least notify everyone that this change was about to happen. Again, you overcharged me over $100 but the real problem is that you are doing the same to lots of customers. You should have adjusted everyone's monthly payment for better and not for worse. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/27/2024

  As previously stated herein and as communicated to the Customer on August 9, 2024, by **********************'s Support Team, Zentro does not provide refunds for any reason, inclusive of refunds on any legacy plans. Please review the Terms of Service as agreed to by using Zentro Services. Pricing is subject to change from time to time at Zentro's discretion. When the Customer contacted our Support Team, we immediately accommodated the Customer to the best of our ability by adjusting their rate for prospective services.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22119293
  
  I am rejecting this response because:

  I do not think you understand that the real problem is not the $100 you overcharged me but the fact you are not letting your customers know they are being overcharged/taking advantage until they figure it out on their own, instead of you as a business adjust their rates fairly or let everyone know they have to call you so they won't be paying an unfair rate. Overcharge is NOT price variation "from time to time".
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2024

  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.

  I have been a customer of ********************, an internet service provider that merged with another to become known as Zentro. Zentro raised my month rates consistently, while at the same time changing their rates for non-legacy Everywhere Wireless customers. Anyone who wasn't a legacy ******************** customer was only charged $55. Furthermore, I was told I had to purchase my own hardware (several hundred dollars), whereas non-Everywhere Wireless customers were provided hardware free of charge. When I reached out to Zentro for help, I was passed along to "****" who told me it was just tough luck for me.

  

  Business Response

  Date: 08/22/2024

  In response to the Customer reaching out to **********************'s Support Team, Customer's monthly rate for subscribed internet services has been reduced to $55/month effective August 2024. Zentro also shipped and provisioned a router to Customer at no cost. Please refer to **********************'s online Terms and Conditions agreed to by Customer stating that no refunds will be given under any circumstances.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22113978
  
  I am rejecting this response because:

  It does not address my complaint and is honestly a shameful response. A new router should have been offered to me last year; I have been intentionally overcharged for over one year. Ive attached the oldest invoice that I can access from my billing history. The companys response is a deflection from their unscrupulous practice and behavior. Shipping out a new router (that I have not received) is not relevant to this complaint and simply a distraction meant to deceive the BBB.

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

  

  Business Response

  Date: 09/09/2024

  We are truly sorry if our previous response was unsatisfactory. Our Terms and Conditions are plainly stated on our website and each Customer is required to agree to such terms when opening an account. Our pricing is subject to change from time to time at our discretion. The Customer reached out to ********************** Support with their issues and Zentro Support immediately adjusted the Customer's rate as requested. As a reminder, Zentro does not offer refunds, and this is clearly stated in our Terms and Conditions on our website. 

• Initial Complaint

  Date:06/21/2024

  Type:Product 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.

  In June, 2023 I paid for a full year of internet through Amtech/GigaMonster. My condo dropped Amtech as a customer soon after. Since then, **********************, which collects for Amtech/GigaMonster, or whatever it is now called, repeatedly emailed asking me to sign up for their payment portal and make additional payments (which would not have been due, even I had remained a customer). I consistently refused, and starting last August I called and wrote saying that I was no longer a customer and should not to be contacted again. Nevertheless, I continued to be contacted. I most recently replied to emails in January, 2024 and April, 2024, explaining the situation and asking to be left alone. Both times I received an apology and was told that I would not hear from them again. Despite this, today I received an email saying: Your bill from Zentro is now available.Hello *****************************,Your monthly invoice from Zentro is ready to be viewed.Invoice Number: ****** Account Number: ******** Invoice Amount: $300.00 Total Due: $300.00 The invoice, which I have uploaded, says statement date is June 21, 2024 and past due date is June 1, 2024. As I have been telling Zentro since last August, I am not a Zentro customer. (My ******************** is now Smartaria.) And their effort to collect money from me is fraud. I told them last August that if the harassment continued, I would post to BBB, hence this complaint I am filing.

  

  Business Response

  Date: 06/27/2024

  Zentro sincerely apologizes for the billing system error. Our records have been updated reflecting the changes and such account has been disabled.

  Customer Answer

  Date: 06/27/2024

   
  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:06/17/2024

  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.

  Since the beginning of the year, ZENTRO Has provided nothing except inconsistent and unpredictable Internet services. I have spoken to several different representatives and employees from ZENTRO, and ************ I have received different reasons as to why we have an Internet outage. At times, service will be out for a couple of minutes. However, there have been frequent times, such as today, where service randomly went out, was not prescheduled, and has been out for the majority of the day. I have often been told that service will be restored within an hour or so, but that is never the case. Even calling them and having them get back to you with a reasonable timeframe is a headache. I have called several times, and filed complaints with them, but nothing seems to be getting done.

  

  Business Response

  Date: 06/27/2024

  We do sincerely apologize for the inconvenience and understand that reliable internet service is extremely important. Unfortunately, there are times when issues arise which are completely out of Zentro's control. For example, the widespread power outage, a cut fiber line by an unrelated party, etc. Zentro immediately mobilized manpower to repair the cut fiber line and got the property back up and running. We do also schedule maintenance from time to time to ensure our equipment is running smoothly. Such scheduled maintenance, as well as outage notifications, are communicated to the property. Additionally, residents are able to view such communications via the Zentro/property splash page. Zentro takes customer service issues very seriously and we strive to provide the best possible service.

• Initial Complaint

  Date:01/18/2024

  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.

  **************** has been down for three days straight with no estimated time for the repairs to be complete. Been calling everyday and they have not been able to provide useful details on the timeframe or the extent of the damage. When asking for credit for off time, they avoid the subject and propose a follow up at a later time which they never do.

  

  Business Response

  Date: 06/27/2024

  We can report that in January of 2024 the property in question experienced a 3rd party fiber line failure which resulted in widespread outages. Zentro worked diligently to assist with the fiber line repair. Unfortunately, such circumstances are beyond Zentro's control. In March of 2024, the Customer contacted ********************** to cancel services and such request was completed.

  Customer Answer

  Date: 06/27/2024

   
  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:11/01/2023

  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.

  Snip, the internet provider of my building provided great internet. The issue is the company it merged with. Zentro (this acquisition is interesting to me because zentro is not a listed company under the BBB?) either way whoever is incharge after this merger has double charged everyone and will not refund. Claiming to provide the best service with no responses to complaints and questions about why the service is so poor. The connection is horrible and since the switch there has been no response or resolution

  

  Business Response

  Date: 06/25/2024

  Complainant responded to as follows:

  ************,
  
  
  Zentro is in receipt of the referenced BBB Complaint received on 06/17/2024. Upon researching, Zentro has found that the customer information provided in the complaint does not match our account records for the specified physical address. In general, we are able to confirm that all customers impacted by the billing error of last year were promptly credited any duplicate charges. We are also able to confirm that Zentro has been working diligently at your property to ensure we are providing the best possible service to our customers. Please feel free to reach out with any questions.