Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:08/01/2023
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.
Unable to cancel Metronet internet service. They requested me to return their equipment to UPS. I returned on Friday, July 28 and they stated that UPS did not notify them. Chatted with agent L. on the phone, was asked to send the UPS receipt, the agent stopped communication after reviewing receipt. Looks like UPS will only deliver the equipment to them on August 1 and will continue to charge me for the service which is not acceptable. All other internet providers stop the service and charge for equipment if not returned. Send email to the customer service and chatted with the agent on the phone. Need my service to be disconnected effective the day equipment was returned and service charges to be adjusted.
Business Response
Date: 08/01/2023
We appreciate you 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 she would like to discuss further, we invite them to contact us at ************.
Customer Answer
Date: 08/01/2023

Complaint: ********

I am rejecting this response because: This is a formal response without addressing the issue. Calling customer service takes a lot of time, supervisors are not available.

Sincerely,

***** **********
Business Response
Date: 08/03/2023
*****, in order to better investigate and determine next steps, we are asking for the pertinent address so we may further review and investigate.
Initial Complaint
Date:07/28/2023
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 took over a business that was using Metronet for phone and internet services. I contacted them for a change of ownership. Over a year later my business moved locations. I contacted Metronet two weeks prior to the move. Instead of communicating with myself, Metronet continued to communicate with the past owner. Three weeks after my call, and a week after the move we had no services. I contacted a different provider and service was re-activated almost immediately. I then called Metronet to cancel their services, that were never activated. It was then I was notified of a $2,400 cancellation fee for our $454 monthly services they were providing. I was never aware of a contract and requested a copy. The contract they provided was between Metronet and a completely different business in another State. My second request resulted in a contract the prior owner had signed. There are no dates for when the contract starts or stops and I found out during a phone call to them that they only provide service start dates if you call them and don't have that in their contracts.

I'm extremely frustrated with this company
#1 They never provided or informed me of a contract with the ownership change
#2 When moving they communicated with the past owner
#3 They cancelled an appointment that was confirmed
#4 They expected me to operate my business with no business phone or internet and had no sense of urgency.
#5 when providing a contract, it was to a different business
#6 There is no start date to the contract the prior owner signed
#7 There is no cancellation fee listed in the signed contract
Business Response
Date: 08/08/2023
Thank you for passing along the concerns expressed by Mr. ****** 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: 08/09/2023

Complaint: ********

I am rejecting this response because: They have not worked with me on this matter, or responded to the Minnesota Attorney General, which is now involved. The only communication I've ever gotten is when I'm reaching out to Metronet.

Sincerely,

***** ******
Business Response
Date: 08/21/2023
Thank you for passing along the concerns expressed by Mr. ****** 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:07/27/2023
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 signed up for Metronet internet and phone on June 26, 2023 and set the installation date to July 6 2023 because I wanted to keep my existing phone number and it had to be ported from another provider. I signed up via online and they were running a promo that said that if you ordered internet speeds of 100 mb, 500 mb, or 1 gb you would receive a $50.00 gift card and they also guaranteed risk-free service if you cancelled service within 30 days of install. That was my understanding. I signed up for the 500mb for 39.99/ month + home phone for 15.99/month for a year promo and also signed up for the affordable internet program, and autopay which gave a one-time $25.00 credit on the initial invoice.
On July 6, 2023 a technician came to install service and he did run a line and set up the equipment but it took him 12 hours to do it! He said it was only his second time installing service on his own and he at one point had to call in help but he did get it set up. Unfortunately, the service never did work right: the internet kept dropping out and the phone service was mediocre at best. I contacted support many times and they'd tell me that they were aware of issues and would restart the modem but nothing solved the problems.
After almost 3 weeks of frustration and hassle, I decided to cancel service because the internet and phone service wasn't working and I thought it was risk-free because I was returning equipment/ canceling service within 30 days of install & signing up for service. I returned the equipment on July 25, 2023 (UPS Tracking: ******************). I received the service invoice and the $50.00 gift card promo wasn't on there nor was the affordable connectivity credit so I contacted support and asked about it and they said that I would have to call in to Customer service and ask them about it and I tried to do so but could never get through.. also when I asked about the money-back guarantee they said they didn't offer that although it was on the website.
Business Response
Date: 08/01/2023
Thank you for passing along the concerns expressed by Ms. *******, 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: 08/03/2023

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.

Sincerely,

**** *******
Initial Complaint
Date:07/25/2023
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 am not a Metronet customer. Our nieghtbor called to have Metronet at their home.
Metronet came in and ran the line diagonally across our backyard rather than staying within the Right of Way. I called to ask when the line would be moved and placed in the proper area (the ROW) and the woman hung up on me. Terrible service!
Business Response
Date: 08/04/2023
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 ************.
Initial Complaint
Date:07/25/2023
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.
I first filed a complaint with the BBB against Metronet on 04-25-23 after it was discovered that Metronet bored 3 holes through our Mother's sewer lines, causing a "fill up" in her home, which caused damage. This incident happened on 02-19-23, and after months of fighting with Metronet to take responsibility, they did complete repair work on her sewer lines. Now that the repairs to the inside of her home have been completed though State Farm Insurance, we are seeking reimbursement for the money she paid out of her own pocket.

Our Mother has paid out $2,377.00 of her OWN money for her insurance deductible, and for 2 different sewer companies to come investigate the problem, only to discover Metronet was at fault. Metronet has obviously claimed responsibility by completing the repairs, so they should have no problem reimbursing our Mother the $2,377.00.

I have reached out to them several times and have received NO RESPONSE to this matter. We do not consider this BBB complaint closed, and we want restitution for the full amount of $2,377.00 for our Mother.

I've attached all correspondences with Metronet regarding the request for reimbursement, and the invoices for services. Thank you!
Business Response
Date: 08/08/2023
Thank you for passing along the concerns expressed by Ms. ******. In efforts to reach an amicable resolution, Metronet is working 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: 08/09/2023

Complaint: ********

I am rejecting this response because: NO ONE FROM METRONET HAS CONTACTED US REGARDING THIS MATTER!!!!! As you can see from the attachments added to the complaint, Metronet needs to reimburse our Mother for expenses she paid out of pocket for damage done due to Metronet's negligence. I do not believe they have her best interest in mind because I have contacted them NUMEROUS times (see attachments), and no one has contacted me. Seeking legal action will be our next step.

Sincerely,

***** ******
Business Response
Date: 08/21/2023
Thank you for passing along the concerns expressed by Ms. ******. 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: 08/29/2023

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.

Sincerely,

***** ******
Initial Complaint
Date:07/25/2023
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 signing up for service other than the monthly fee, no other charges were mentioned, after billing I am being charged for amounts not discussed before. They are charging a Billing fee and a Tech assure fee that I didn't agree to and they will not discuss the matter when I called 4 times on 7/24/2023. And nothing was mentioned about an installation fee. Again none of these fees were discussed or disclosed when signing up for service.
Business Response
Date: 07/28/2023
Thank you for passing along the concerns expressed by Mr. ****** 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:07/24/2023
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.
Our company moved outside the service area where Metronet provides service. Metronet does not allow a client to exit a contract even if they can not provide service. This make zero sense and is absurd. I want a credit back for the months Metronet cannot provide service or I want service for the money I paid.
Business Response
Date: 07/26/2023
Thank you for forwarding Mr. *******'s concerns and we hope
our response explains our position.

A Business Services Agreement listing the 36-month
contract term was signed by *** **** and the Terms and Conditions explaining
Early Termination was signed by *** **** on 2/1/2021.

On 2/1/2021, Metronet services for *** **** were activated, commencing the 36-month Agreement between Metronet
and *** ****. We have reviewed *** ****'s account and the Early Termination
Fee applied to *** **** is valid per the terms of the Agreement.

If they would
like to further discuss their closed account with us or request a copy of the
signed Business Service Agreement, we invite them to contact our Billing
Department at ************.
Initial Complaint
Date:07/24/2023
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.
Metronet destroyed my driveway when placing underground lines in my neighborhood. We have filed multiple complaints with the company and they have come to take photos of their damage and acknowledged responsibility but have not fixed the driveway. I want my driveway repaired.
Business Response
Date: 08/04/2023
Thank you for passing along the concerns expressed by Ms. *****. 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: 08/07/2023

Complaint: ********

I am rejecting this response because: A supervisor came out to my home to see the damage. He stated he would have a concrete contractor out within a week to fix it. No one showed up and we have not heard from anyone else from the company. The same supervisor was in my neighborhood 2 days ago and saw it was not fixed. He didn't stop at our house or contact us. This is unacceptable!

Sincerely,

***** *****
Business Response
Date: 08/15/2023
Thank you for passing along the concerns expressed by Ms. *****. 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:07/24/2023
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.
They have had a line down in my yard since April. They said when it happened it would only be a couple of weeks and it would be fixed the line is still down all the way down the road and has been mowed over and cut at least twice and they have not cleaned it up or rehung the wire. We have contacted them multiple times and they have just ignored us.
Business Response
Date: 08/01/2023
Thank you for passing along the concerns expressed by Mr. ******** 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:07/21/2023
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 came out to bury our cable after beginning service in mid June. When they buried the cable they severed our neighbors invisible fence line. Our neighbors have called and had two tickets closed without being fixed. I have called and asked for a new ticket to be created on Monday July 17th. I was told someone would contact me within 24 hours to schedule the fix. No one called and the ticket was closed. July 18th I was told this ticket could not be escalated and no supervisors worked there. July 20th, I have been told all tickets have been closed and they don't know why. I asked to schedule a crew to come fix the fence while on the phone and they said that's not possible because they do not scheduled the crews. In the meantime, our neighbors have been unable to use their yard or let their dogs out for well over a month all because of Metronet. I am not sure what needs to be done to get this fence fixed or how to get better customer service.
Business Response
Date: 07/21/2023
We appreciate Ms. ****** 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 she would like to discuss further, we invite them to contact us at ************.
Customer Answer
Date: 07/21/2023

Complaint: ********
Our address is ***** ****** *** ********* ** *****. The home that needs their fence repairs is ***** ****** ** ********** ** ******

Sincerely,

******* ******
Business Response
Date: 07/31/2023
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: 08/01/2023

Complaint: ********

I am rejecting this response because this issue has not been resolved and the fence is still not in working order. There has not been any confusion. Metronet has not fixed the issue or contacted us regarding the horrible customer service and lack of response we’ve received.

Sincerely,

******* ******
Business Response
Date: 08/15/2023
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: 08/18/2023

Complaint: ********

I am rejecting this response because our neighbors have still not been reimbursed. I find it interesting that we were assured by Metronet that they’d get reimbursed as soon as they had invisible fence come out and fix their fence. Now, crickets. I think ****** has ghosted us.

Sincerely,

******* ******
Business Response
Date: 08/21/2023
Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any confusion. We have spoken directly with the property owner to reimburse payment and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

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Metronet is NOT a BBB Accredited Business.