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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

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

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    Customer Complaints Summary

    • 322 total complaints in the last 3 years.
    • 110 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 back in Feb 2024 and sent in the equipment. I had a balance on the account and have yet to see any monies.

      Business Response

      Date: 05/15/2024


      Thank you for passing along the concerns expressed by Mr.*******, 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 ************.

    • Initial Complaint

      Date:05/10/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 05/10/24 I found myself calling Metronet for the THIRD time to request removal of my address from their mailing list and door-knocking list. Furthermore, I have a visible "NO SOLICITING" sign on my door, so there should have been ZERO knocking and ZERO sticky notes left. If company employees either cannot pay attention to such obvious details or just choose to ignore those details, I wouldn't give my business to them anyway. Clearly, that demonstrates a lack of consideration to potential clients.
      Fri, May 10 at approximately 8:45 am, I spoke with ****** at Metronet's customer care. Again this was the 3rd time having to call and being assured my complaint outlined above would be taken care of. The sticky note left behind on my door was from **** ********* (************). Again, this sticky note was left in spite of a NO SOLICITING sign.

      Business Response

      Date: 05/15/2024


      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: 05/21/2024

       

      Complaint: ********



      I am rejecting this response because:

      I just learned upon ANOTHER call to the business in conflict that it takes a couple MONTHS for mail in current circulation to stop versus the WEEKS I have been told to expect it to be taken care of by at LEAST 3 prior customer service agents.  So the company is providing incorrect information with no concern for fidelity. I just received ANOTHER piece of mail from them and this mailer IS coming AT LEAST 2 months from the original complaint filed with the actual company (vs the most recent complaint filed with BBB).  

      SO, just because the company in question states that "we have spoken directly with them and consider this matter resolved" does NOT make it resolved if said company has repeatedly shared misinformation with the goal of "getting rid" of complainer.  If Metronet wants to get rid of me, they'll do what's necessary BEYOND a disingenuous, paltry apology. STOP sending mail and when future people ask to be taken off the mailing list, be HONEST about how long it takes for mail already in circulation to cease.  

      ALSO the customer service number provided on their mailers and the response from BBB only provides the automated options to be current or new metronet customer; there is NO automated option to speak with an agent.  Fix it.


      Sincerely,



      ******** *******

      Business Response

      Date: 05/28/2024


      Thank you for passing along the concerns expressed by Mrs. *******. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint. We consider this matter resolved. 

      Customer Answer

      Date: 06/04/2024

       

      Complaint: ********



      I am rejecting this response because the matter isn't resolved until I stop receiving mail from Metronet.  I guess my myriad of responses back will give them a sense of the frustration I feel every time I continue to receive more unsolicited mail - even after the supposed 2 month period (which I was originally told would only take about 2 weeks) from the very first complaint has ended. The issue will be resolved when I stop getting mail. 



      Sincerely,



      ******** *******

      Business Response

      Date: 06/06/2024


      Thank you for passing along the concerns expressed by Mrs. *******. In efforts to reach an amicable resolution, Metronet has worked 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: 06/11/2024



      Complaint: ********



      I am rejecting this response because I have attempted to contact Metronet with the "direct" number they've provided on BBB documentation (************) and it is by no means a direct number to customer service; only an option to purchase metronet or sign in if you have currently have an account. I will reiterate that Metronet has done an UNsatisfactory job of addressing my concerns.  I will continue to reject the measly attempt to resolve this until I no longer receive mail from them for an undisclosed amount of time (due to my lack of trust with them for not being more accurate in their previous answers AND not being more proactive to cease further mailings.  Once I am satisfied, I will stop rejecting Metronets generic responses (because, let me guess...someone there is tired of responding to this, lol).  



      Sincerely,



      ******** *******

    • Initial Complaint

      Date:05/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 had Metronet service installed April 1, 2024. We were told that 7-10 days the line over our front yard would be buried. It still has not happened, 28 days after the 10 days promised. I have called customer service multiple times, emailed, facebook messaged, texted customer support with no resolution. I’ve been told multiple times that it is being escalated to be completed, yet nothing is happening. I am resorting to send this complaint the BBB because I’m at a loss as to what else I can do.

      Business Response

      Date: 05/20/2024


      Thank you for passing along the concerns expressed by Mrs. *******, and we apologize for any inconveniences they may have experienced.  We consider this matter resolved.  Metronet appreciates having ***** as a customer.

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to file a formal complaint against Metronet internet service regarding their unfair fee changes and failure to provide the service, despite charging for it. My experience with Metronet has been highly unsatisfactory, and despite numerous attempts to resolve the issue directly with the Customer Care at ************ , I have not received a satisfactory resolution. I want a full refund.

      Business Response

      Date: 05/15/2024


      Thank you for passing along the concerns expressed by Mr. *************, and we apologize for any inconveniences they may have experienced.  A credit in the amount owed has been sent to *******s home and we consider this matter resolved.

    • Initial Complaint

      Date:04/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went with Metronet for internet services about 2 months ago. The initial fiber optic cable installation was temporary and above ground until the crew to bury the cable came with the tunnel boring machine to correctly bury the cable under the sidewalk and driveway to the center of the front side of the home with all the other utilities.
      The cable bury crew came out, looked at the job and by hand buried the cable just be the surface, about an inch below the surface in the temporary location and left. Metronet is throwing up every roadblock they can to avoid paying their 3rd party contractor to come bury the cable correctly.
      I have called Metronet no less then 25 times. They sent crews out three times now verify that yes the cable should be buried correctly. And yet I can’t get a scheduled date from Metronet.
      Every call is excuses. Ie “ the crew was there but they didn’t file report that I can find.” Or “no they didn’t put in the bury ticket they said they did.”
      All I want the cable to buried correctly and connect to the house in the same area as all the other utilities.
      Any help you can offer to resolve this is appreciated.

      Regards
      ***** *****

      Business Response

      Date: 05/07/2024


      Thank you for passing along the concerns expressed by Mr. *****. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint and actively working toward a resolution .

      Customer Answer

      Date: 05/07/2024



      Complaint: ********



      I am rejecting this response because:
        Just come bury the cable. Please. I don’t care about your internal infinite failure’s. Come bury the cable.


      Sincerely,



      ***** *****

      Business Response

      Date: 05/17/2024


      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: 05/18/2024



      Complaint: ********



      I am rejecting this response because:
        A team showed Thursday May 16 and buried a couple pieces of conduit to run the cable thru.

       It’s progress. They said a technician would be by Friday to finish up the job. Cable is still above ground. Not connected to the correct location.

       Job is not yet complete.

      Sincerely,



      ***** *****

      Business Response

      Date: 05/31/2024


      Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any confusion. We have worked 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: 06/02/2024



      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.


      I don’t see 30 calls, 7 visits and FOUR months to complete an install. I must admit you have fallen below Comcast in customer service in record time.

      Sincerely,



      ***** *****

    • Initial Complaint

      Date:04/25/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 sent an email from metronet on 2/17/24 telling me that I would get a $200 gift card from a promotion they were running which I met all the guidelines to receive this incentive. They said it could take up to 60 days. Well it’s well past the 60 days so I contacted them via email to find out where my gift card was. Now they are saying I don’t meet the criteria because when I moved metronet did not cover my area. Well #1 that’s not my fault. I met the guidelines or they would have never sent me the email that informed me about this gift card. All I want is what they promised me. I’m definitely not the only one that this has happened too. I want them to make this right period.

      Business Response

      Date: 05/06/2024


      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.

    • Initial Complaint

      Date:04/23/2024

      Type:Billing Issues
      Status:
      Answered
      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 canceled metronet 3 months ago. I mailed and they received their equipment 3mintjs ago. This will be the third time they’re sending erroneous bills, despite customer care reps assuring me when I call and pay them, that the bill I am paying is the last bill. Last month the bill was approximately $7. The representative I paid the bill with on the phone communicated I should not get anymore bills. This month I received a bill for .22 cents. This feels like the company is harassing me.

      Business Response

      Date: 04/30/2024


      Thank you for passing along the concerns expressed by ******** ********, and we apologize for any inconveniences they may have experienced.  A credit in the amount owed has been applied to ********'s account and we consider this matter resolved. We have attempted to contact ******** but have been unsuccessful. We kindly ask them to return our call should they wish to discuss this matter further.

    • Initial Complaint

      Date:04/23/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Damage to property and entering property without notice or permission

      Business Response

      Date: 04/26/2024


      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.

      Customer Answer

      Date: 04/29/2024



      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:04/22/2024

      Type:Billing Issues
      Status:
      Answered
      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 recently moved from Illinois to SC and notified Metronet and returned their equipment on March 31. They charged me on April 1 - $96 - and when I contacted them they verified the receipt of my equipment and were going to send me a credit. I have a copy of that log chat. They continue to bill me and I’m unable to effectively communicate with them either by phone or email.

      Business Response

      Date: 04/30/2024


      Thank you for passing along the concerns expressed by ***** ****, and we apologize for any inconveniences they may have experienced.  A credit in the amount owed has been applied to *****'s account and we consider this matter resolved. We have attempted to contact ***** but have been unsuccessful.

    • Initial Complaint

      Date:04/16/2024

      Type:Billing Issues
      Status:
      Resolved
      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 THE PAST 3 WEEKS WE HAVE BEEN CALLING METRONET'S CUSTOMER SERVICE LINE, ASKING TO SPEAK TO A MANAGER ABOUT OUR BILLING AND CONTRACT. WE ARE BEING CHARGED FOR PHONE LINES WE DO NOT USE, WE HAVE BEEN OVER CHARGED FOR MORE THAN 12 MONTHS WITH NOT CORRECTION OR CONTACT. THEY WILL ONLY EMAIL YOU BACK WHEN YOU CALL CUSTOEMR SERVICE AND TELL US THE BILLING IS CORRECT. NO ONE CAN GIVE US THE NAME OF ANY MANAGER - FINALLY I GOT AN EMAIL FROM A **** ** STATING SHE WOULD CALL ME LAST WEEK MONDAY (4/8), MID WEEK WHEN I DID NOT GET A CALL I CALLED IN AND WAS TOLD THAT SHE MENT SHE WAS CALLING ME THIS WEEK MONDAY (4/15). I HAVE NOT RECEIVED A CALL TODAY (4/15) AND HAVE LOGGED YET ANOTHER CALL TO CUSTOMER SERVICE, THEY CONTINUE TO TAKE MY NAME AND INFO AND "PASS IT ON". IT IS EXTREMLY SAD THAT NO MANAGERS ARE AVAILABLE AT THIS COMPANY TO HELP. WE HAVE OVER PAID THIS COMPANY FOR MORE THAN 12 MONTHS. WE ARE REQUESTING THAT THE MANAGER CONTCT US TO REVIEW OVERPAID LINE CHARGES AND DISCUSS ENDING OUR CONTRACT. THE MANAGER IS **** *, WHO HAS BEEN IN TRAINING FOR THE PAST THREE WEEKS.

      Business Response

      Date: 04/23/2024

      Thank you for passing along the concerns expressed by Ms. ************** 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: 04/24/2024



      Complaint: ********



      I am rejecting this response because: I have asked several times to speak to a manager/supervisor, I was told that **** * (a manager) would reach out to me - that was 3 weeks ago.  Each time I call to follow up with her she is "in training".  I have been told several different things by the customer support staff, each contradicting the last thing that I was told.  My request it clear and simple - I would like to speak to a manager/supervisor at Metronet.  This is not a resolved issue.  



      Sincerely,



      **** **************

      Business Response

      Date: 05/01/2024


      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.

      As always, they may contact us directly at ************ should there be any additional concerns. 

      Customer Answer

      Date: 05/10/2024



      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.  We received a very detailed email from **** ******* and we also had a conversation with her and were able to understand and resolve our issues.  Thank you for your assistance.



      Sincerely,



      **** **************

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