Complaints

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

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• 

  Metronet

  3701 Communications Way Evansville, IN 47715-8929

• 

  Metronet East Lansing

  737 Filley St Suite C Lansing, MI 48906

• 

  Metro Fibernet

  8837 Bond St Overland Park, KS 66214-1707

• 

  Metronet

  130 W Tiverton Way Lexington, KY 40503-4421

• 

  Metronet

  P.O. Box 1566 Chattanooga, TN 37401

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:08/05/2024

  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.

  In May someone came to my door asking me to switch to MetroNet. They advised I could have a free month trial and after the free trial it would be $50 a month for their highest package they had. I agreed. They came and did the installation and discovered that the highest package was not available in my area yet, but they had the smaller package, and it would only be $30 a month for the 1st year. I have made three payments to Metronet and every time it's a different amount. The 1st month they charged me the $50. The second month they charged me the $37.90, and the 3rd month they charged me $62.90. I have a bill also for Auguest at $62.90. HOW DOES IT KEEP GOING Up??? I first off do not understand how the payment is changing every month when I am locked into a promotion for a year. Secondly, I agreed to pay $30 TOTAL a month. I did not get the $50 package so there is no reason they charged me that the first month, the second month seems to be the closest to what was quoted but still $7.90 more than what I agreed to, and this month is more than the $50 I agreed to for the highest package that I don't have. I'd like a refund of $60.80 that was overcharged on my account, and I would like for my account to reflect the promotional amount of $30 for the entire YEAR. This is not how you should treat your BRAND-NEW CUSTOMER! I would like a follow up call once the refund has been issued and the account corrected. 616-432-1388

  Business Response

  Date: 08/15/2024

  
  Thank you for passing along the concerns expressed by ***** **********. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

• Initial Complaint

  Date:07/30/2024

  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.

  ***** construction on behalf of Metronet came into our property by cutting into a locked gate. There was no notice before, during or after. My cameras alerted me to the activity. The first time was April 19th, then again on April 23rd. April 23rd they gained access again without notice even after I reached out to Metronet customer service. April 23rd the contractors dragged shovels through newly treated and seeded yard, threw equipment all over are yards, and walked through flower beds for hours. The machine they used leaked fluid in front our house. I contacted Metronet who had *** ****** from ***** Construction reach out to me and had someone local come out and look. *** agreed to pay for seed and to get the spot cleaned up after his employee looked at it. After almost 8 weeks of texts and failed promises I contacted Metronet. I was told the ticket was closed two days after *** made contact and did nothing. I opened another ticket. After multiple phone calls over weeks I was contacted by ***** ****** from Metronet that handles my area. I sent pictures and text communication from ***. ***** told me it was cleaned and I send picture of the spill still there. Our cameras never caught anyone cleaning it. I was told it would be handled quickly. It has now been almost 2 weeks and ***** has not returned phone calls to ask when the clean up is scheduled. The disrespect of property is not okay. Then to leave a mess and not follow through is not good business. Metronet needs to take ownership of who they hired and clean up the spill properly.

  Business Response

  Date: 07/31/2024

  We appreciate ******** bringing this concern to our attention.  In order to better investigate and determine next steps, we are asking for the pertinent address so we may further review and investigate.  If there are questions or if they would like to discuss further, we invite them to contact us at *************

  Customer Answer

  Date: 07/31/2024

  **** ******** **** ******** *******, Colorado. It is listed on both tickets that were opened through Metronet that were supplied with this complaint (CC-***** & ETT-******). 

  Business Response

  Date: 08/09/2024

  
  Thank you for passing along the concerns expressed by Mrs. ******* and we apologize for any inconveniences they may have experienced. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 08/20/2024

  The company did finally come and and treat the spill. The previous email sent the code didn't work and I was unable to access the last email notification. It gave me an error.

  ********

• Initial Complaint

  Date:07/26/2024

  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.

  Metronet was hooking up others in our neighborhood to their network , using wires from a pole and unit behind our house. They disconnected OUR internet ( this is on a Thursday). They told us they could not rectify what they did wrong until the following Monday- 5 days without internet service because they gave others internet service. We stated I was in a heart monitor and needed internet, they did not try to correct the problem.

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any inconvenience. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:07/25/2024

  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.

  When Metronet first came to our town, I filled out the pre-order offer they had online. It was 2gig for $59.99/mo. After a couple of years, they finally started digging in town and said they would be on our street soon. When they finally got to the street, they came to schedule install and I found out they would no longer honor the pre order I signed up for, because our town took too long to approve them to start digging. I reluctantly went ahead and accepted the current offer of 1gig for $59.99. Before installation I decided not to go with Metronet and I cancelled the install. I NEVER had it installed. I have no services with Metronet and yet I have gotten several bills from them for internet service. Each time I call they tell me the bill will be zero'd out, yet I am still getting billed. I just got another bill due in August. This is ridiculous, I will never have Metronet service for this very reason. STOP BILLING ME FOR SERVICE I DO NOT HAVE!!!

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by Mrs. ********, and we apologize for the issues described in the complaint. The outstanding balance on the account has been adjusted at this time.  Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 07/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have received 3 bills for services that we do not have and all 3 have been cleared to a zero balance.  I will not accept metronet’s response until I stop receiving bills completely.  I have never had metronet services and after this experience, I never will. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 07/31/2024

  
  Thank you for passing along the concerns expressed by ******** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service 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.

  I had signed up for service and had a service tech, actually 3 come to my house to hook up service. The tech caused damage to my house and internal Ethernet line. Pictures were taken by me and tech and sent in. I reported it to customer service who made a ticket, and told me field supervisor would call me from the field within 24 hours. They did not, I was later told 48 hours, they did not, I was told 72 hours, they did not. Multiple reps said they put in notes for them to call me and it would be “very soon”. Did not happen. CS supervisor told me to call electrician to get the line repaired and send the bill in to be reimbursed. I got the repair done, and nobody wants to call me back to deal with it. I keep getting told the field will call me back. Then I was told they left me a message, which they never called while still on phone with CS. Then CS said they spent too much time on phone and hung up on me.
  
  2nd problem, the person that signed me up for service told me something different then what I will be getting charged for. I have the voice recording that I emailed the CS rep to prove it.

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by Mr. *******. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

  Customer Answer

  Date: 08/02/2024

  The company has reached out, and they also have the audio recording of the conversation of the rep and me confirming the details of the agreement. The company has listened and confirmed everything in my complaint and more. I’m being told they need more time to determine if they will honor what their representative had explained would be included in the purchase of their service. I would request more time for the company to make the decision on honoring the agreement or breaking the agreement. I’m told they will respond shortly.

  Business Response

  Date: 08/16/2024

  
  Thank you for passing along the concerns expressed by Mr. *******. The parties involved in this matter have attempted to work together toward an amicable resolution and have been successful. We have spoken directly with him and consider this matter resolved. Should he have any additional concerns, we invite him to contact our Customer Service Department at ************.
  
   

  Customer Answer

  Date: 08/19/2024

  
  
  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:07/24/2024

  Type:Billing 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.

  I cancelled services with Metronet by phone on April 17th at 11:14 am. I do not have access to the equipment they want me to return- it was left in my old apartment. I paid $52.67 on May 19th, believing that I was being charged for the equipment I did not return. I did not believe this would be a recurring charge, because I had been paying 22.67 monthly prior to this so the 52.67 amount did not reflect my normal bill. I have attached my bill for the month of April reflecting the 22.67 amount, which was the last month I had service.
  
  There was communication from Metronet to me at the end of April saying to "return my equipment". However, the information inside said nothing about canceling my service, it said nothing about additional charges, it also said nothing about what to do if I did not have access to the equipment. The email had a subject line of "Please Return your Metronet Equipment", however the body of the email seemed to indicate that I had signed up for another service. I had not signed up for an additional service. I have attached a screenshot of that email for your reference.
  
  I have been emailing Metronet for the past two months trying to resolve this issue. They are not being helpful. They refuse to address my concerns and only tell me to return the equipment-which I do not have access to. They continue to charge me every month for a service that I cancelled in April. I can send copies of the emails that I have exchanged with Metronet representatives if need be. I'm autistic and because of this, I have explicitly told them that I wish to keep all communication in email.
  
  I feel that communications from Metronet have been intentionally misleading and I feel that they are doing this so they can continue to charge me. It would be nice if they would drop all charges for how needlessly difficult this has been. However, I am willing to pay for the equipment, but I would like it if the $52.67 extra that I had paid to be deducted from the equipment charge.

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by Mrs. ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 07/30/2024

  
  
  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:07/24/2024

  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.

  On July 3rd 2024. I had Metronet come out to my house to install internet.
  
  Within an hour of them leaving, I realized that my siding had been cracked during the installation process. I called right away and was advised that I would get a call within 24-48 hours. I was not made aware of the damage before the clinician left. I have reached out to them NUMEROUS times hoping for somebody to call me back to resolve the issue. Instead of getting a single call back, I keep getting reminders of my bill being due. Part of that bill includes that installation fee. I am reaching out to you guys for a resolution because I don't know where else to go with this. Every time I have called, I was advised that this would be escalated, and id receive a call back right away. This has yet to happen, and I am on day 20 of waiting for a resolution.

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by ****** ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 07/29/2024

  Metro net is stating the issue has been resolved but nobody has contacted me or been to my house to address the damage done to my property. I have paid the internet part of my bill but I refuse to pay for the installation with a response from them addressing the damage that has been done. This has been going on since the 3rd of July. As a customer, I should never be brushed off for this long 

  Business Response

  Date: 08/05/2024

  Thank you for passing along the concerns expressed by ****** ******, and we apologize for any inconveniences they may have experienced.  A credit has been applied to ******'s account and we consider this matter resolved. Metronet appreciates having them as a customer.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

  Customer Answer

  Date: 08/07/2024

  
  
  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:07/23/2024

  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.

  I started with Metro net in March 2024. I switched to them because of the crazy billing practices of my precious company. I was quoted a monthly price of $40, I asked if that was everything included? I was assured yes and for 12 months. Every single month I have paid a higher amount quoted, always with a different excuse. I called last time furious and fed up. I was told there is a tech fee of $12.95 that was never told to me in the initial call. I requested it be removed and was told it's required. I said it's bait and switch. I asked to hear the initial sign up call since all calls are recorded. I am supposed to get a lifeline discount that was never applied. They couldn't explain that.I was told a supervisor would call me. No one called back. I thought I'd wait until this month. Another bill came today, higher! The statement lists Tech fee went up in May .95 but I wasn't billed until now. They never told me the fee was actually $13.90!! In addition to this, monthly Internet charge they are saying is $49.95 before the lifeline discount. They raised my monthly amount to cover the discount!! I didn't save my statements, my fault. Metro net is a scam!! They do "magical math" to get their invoices to balance. I have called so many times about all of the discrepancies I won't waste another call tomorrow. In my area, there are only 2 internet carriers. I'll go without internet then. I'm cancelling. These are dishonest practices and they won't hold be hostage anymore. Buyer beware!

  Business Response

  Date: 07/25/2024

  
  Thank you for passing along the concerns expressed by ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 07/25/2024

  I did hear from Metro net with offered solutions. However, I am waiting until the date of my scheduled bank auto withdrawal before I make a final decision that the matter is, in fact, resolved. I was assured a credit balance, a revised statement, billing errors corrected, *and* no money would be withdrawn in August to reflect the credit balance. I have not received a revised statement for this month, though I did get an email.

  It is not my intention to be difficult. But I have called them so many times, had so many assurances made to me, none of which have happened. So I would appreciate waiting until August 10th to see if over billed amount is withdrawn from my account before closing my account.

  THank you,

  ****** ******* 

  Business Response

  Date: 07/29/2024

  
  Thank you for passing along the concerns expressed by Mrs. *******. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint. We consider this matter resolved. As always, they may contact us directly at ************ should there be any additional concerns. 

• Initial Complaint

  Date:07/23/2024

  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.

  Metronet initially installed service on 06/14/2024. They sent out a 3rd party contractor. The contractor was not able to get the service started. We had to call customer service and have someone else come out on 06/18/2024 to have the install fixed. Over 2 weeks later the wire had still not been buried. I had to call again and again they sent out a horrible third party contractor. He buried the line and in the process tore up my yard. 2 days later my service did not work. Had to have someone come out again on 07/09/24 and they redid the wire bury because their contractor bent the wire. He said someone would be out with in 24 hours to fix my yard. It is now 07/22 and no one has come out. I filed a request to have it fixed on their website. I'm now trying to cancel service with this horrible company who has done nothing but lie to me over and over and do damage to my property. I want to cancel my service and have all of their equipment picked up and the hole that was made in my siding fixed as I never gave permission for a hole to be drilled into the siding of my living room. The initial 3rd party contractor just drilled where he wanted to put it with out my permission. And also I want my yard fixed as promised.

  Business Response

  Date: 07/26/2024

  
  Thank you for passing along the concerns expressed by Mrs. ******* and we apologize for any inconvenience they may have experienced. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 08/04/2024

   
  
  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:07/22/2024

  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.

  The required "Tech Assure" fee keeps increasing despite no increase in the quality of the service or customer service. It just increased again with no notice, and I am being charged extra this month since Metronet decided to backdate the fee increase, which is highly unethical and should be illegal. Not only that, they removed the plan that I am on, which means if I decide to cancel and come back, I will be paying considerably more for the exact same thing, despite it being expensive already. The fee needs to be removed, as I will never ever need a tech sent out to fix my internet, and I do not agree to pay this fee.

  Business Response

  Date: 07/26/2024

  
  Thank you for forwarding ******* *****'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.

  Customer Answer

  Date: 08/02/2024

  I don't understand why the complaint was closed with the reason insufficient information provided. I have provided a clear description of the complaint with the resolution I sought to achieve. Metronet responded to me, and was unwilling to remove the unnecessary and unwanted fee that is not relevant to me or my service. They repeatedly refused, and only offered a small temporary credit. At this point, metronet has failed to reach a satisfactory resolution, and I am canceling my services with them as a result.

  Business Response

  Date: 08/06/2024

  Thank you for forwarding Mr. *****'s concerns. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful.
  
  Should ******* wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.