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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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Metronet has 16 locations, listed below.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/19/2023

      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’m not a customer and they came out to my property marking up my landscaping rock and yard with spray paint apparently to eventually dig up my front yard.

      I’m requesting that metronet stays out of my yard without permission and they do not have permission to dig.

      They need to come out and replace my landscaping rock that is now all marked up

      Business Response

      Date: 07/19/2023

      We appreciate Mr. ******* 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 *************

    • Initial Complaint

      Date:07/17/2023

      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.
      Metronet came out to do a new install behind my house. The utility pole is in my backyard. Nobody was home to allow the installer access to the backyard so the installer climbed over the fence multiple times and damaged my fence. They also have wire running through my yard that hasn't been taken care of. I have tried to call and email them but nobody will respond to me. Somebody needs to answer to these damages.They also never fixed my cable when they did my install, said it'd be buried and it's running inthe fence. I want my cable buried correctly, and the fence to be repaired.

      Business Response

      Date: 07/21/2023

      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 ************.

      Customer Answer

      Date: 08/03/2023

       

      Complaint: ********



      I am rejecting this response because: it still hasn't been repaired. I have told them that they are going to have to call to get in the backyard and they just show up anyways when nobody is home. They don't call to get in and fix it. This company is ridiculous and they need to make the repairs to fix my fence. 



      Sincerely,



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

      Business Response

      Date: 08/04/2023

      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. 

    • Initial Complaint

      Date:07/10/2023

      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.
      They ran a line across my yard months ago and still have not buried it. I do not have their service yet they ran the line across my yard to neighbors. I have reached out several times to get this line buried and they will not do it.

      Business Response

      Date: 07/24/2023

      Thank you for passing along the concerns expressed by Mr. ******. 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: 07/25/2023



      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:07/10/2023

      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.
      Metronet is digging fiber lines in our area so they can bring their service to our area. One of the techs cut our internet line today and failed to notify us. I called to complain to metronet about their tech and the person I talked to said they couldn’t assist because I’m not a customer. I asked to talk to a supervisor and they told me I couldn’t speak to one because I’m not a customer. I find this to be predatory because they cut our lines without telling us which would cause us to blame mediacom and then declined to take any feedback.

      Business Response

      Date: 07/11/2023

      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:07/06/2023

      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 being charged a 12.00 fee on every bill listed as a technology fee. It says, it covers all Metronet equipment, that if there any issues they will fix it, free of charge. I don not want this service, it is insurance, and they won't cancel it. They tell me it is mandatory and if I check out online, I will see it, but I don't see that anywhere in my contract or in regulatory fees listed. Online, it gives me an option to cancel it, under subscriber charges, but it says to call or email customer service, who then tell me no. I asked about if I get my own equipment, and they still said I'd have to pay this fee. I see on my first bill it is 9.95 in 8/21, so they even raise it and I have never needed this once or gotten new equipment from them. They are charging this mandatory fee, but not including it in their advertised price. The bill says I have 90 days to dispute a charge on my bill, and I am disputing this fee. This is not a free service, it's a mandatory insurance policy.

      Business Response

      Date: 07/17/2023

      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:07/05/2023

      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.
      October, 2022 Metronet service began. Line was laid across our yard with the promise that it would be buried. We have contacted this company via phone and email numerous times. It has now been 9 months since the installation and the line is still not buried.

      Business Response

      Date: 07/18/2023

      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. 

    • Initial Complaint

      Date:06/29/2023

      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.
      First of all, I was lied to several times by the sales rep who convinced me to switch. They overcharged me on the first bill and I thought I had it straightened out with Customer service but then the second bill came and the same thing. I signed up for auto pay which was supposed to provide installation for $25.00 they charged me $53.00. There was an additional $10.00 charge for "Other charges and credits." Customer service couldn't even tell me what that was for. I'm on the Affordable Access Program and my monthly charge was supposed to be $10.00. This was also confirmed with the initial sales rep. My bill should have been $25.00 for installation, $10 for the first month, and $10 for the second month. They took from my bank account $93.50. This means they owe me $48.50
      Finally, the installation was on May 10th. Two weeks later I called because they still hadn't buried the cable. I was assured they would be out shortly. Two more weeks and still cable laying from the Metronet connection point all the way along the left side of my home, all along the entire back yard, and all along the right side to where it enters the house. I called again. still nothing. Now it's June 28th and still, the cable lies there. My lawn service will no longer cut my lawn unless I pay twice as much because of the inconvenience of having to get on and off the mower to move the wire. That was it for me. I called today to cancel this unprofessional service provider and I will be so happy to return to ATT Internet.

      Business Response

      Date: 07/03/2023

      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:06/26/2023

      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.
      We sent a check for our service in April,2023. Metronet said they never received the check so we assumed it was lost in the mail. We paid at the office in ****, Iowa to make sure we did not have our service shut off. We followed up with our bank and found out Metronet had recieved our check and they cashed it. I spent hours on the phone trying to get this resolved and went to the office in **** , Iowa. Customer service said they did not receive the check even when we provided a copy of the the cancelled check. Now they are saying they did not receive June's payment and when i tried to talk to them about it on Sunday June 25th they hung up on me.

      Business Response

      Date: 06/26/2023

      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: 06/27/2023



      Complaint: ********



      I am rejecting this response because they have not found where my checks are going when they cash them. I need to have them locate my checks and credit my account. I am expecting a call today to tell me if they have found the problem, so no the problem has not been resolved at this point.



      Sincerely,



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

      Business Response

      Date: 06/28/2023

      We have spoken directly with Mr. ******* and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 06/29/2023



      Complaint: ********



      I am rejecting this response because you found the check in April but not the check for June. I have not been notified of any credits from Metronet. I should be paid up through the end of July.

      I will need to pay at the **** business office because you will continue to lose my checks as I send them in. I think you need to investigate the root cause of the problem, need of better training or better skill set in employees.



      Sincerely,



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

      Business Response

      Date: 07/06/2023

      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:06/24/2023

      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.
      This company is putting lines down in my neighborhood and cut my existing line for internet and cable. It’s on a Friday afternoon and was told someone would come out tomorrow to fix it. That is unacceptable because they cut it tonight and now I have to wait another day to get it fixed. Worse company ever and I will not be getting their services??

      Oh and the technician made a comment that this happens all the time. I would be embarrassed to make such a comment when this is something you’ll do on a daily basis and have the necessary tool to not let this happen and quickly fix when it does.

      Business Response

      Date: 06/26/2023

      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 she would like to discuss further, we invite ****** to contact us at ************.

      Customer Answer

      Date: 06/26/2023

       

      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:06/21/2023

      Type:Product 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.
      On May 6, 2023 we had a MetroNet tech visit our house to install service. During that installation, he drilled from the outside of our house into the room where the box would go and caused damaging to our home’s electrical wiring. We were told that we would have to pay to get it fixed by an electrician and that we would be reimbursed. The bill we paid to have an electrician out on May 9, 2023 was $300. I submitted the bill to MetroNet on May 9, 2023 via email and referenced our ticket FOM-*****.

      Several days later I called to check in and was told that no one had updated the ticket and a new one had to be created. FOM****** was created and I received a call from an “area supervisor” to talk to me about the issue. He confirmed there would be reimbursement issued

      It is now June 20, 2023. I have called and emailed MetroNet several times regarding this issue and I have not received reimbursement for the damage the installation tech did to my home. Each time I call, I am told an area supervisor will reach out to me within 48 hours and no one ever reaches out to me. I am always told that I cannot speak to a manager or supervisor when I call.

      Chatted with customer service: May 7 (******, *******), May 9 (**** *., *******) June 6 (***** *., *******) June 6 (****** ******, *******)
      Called customer service: May 11 (****** *, *******), May 17 (******* ******, *******), June 15 (**** *., *******)

      Business Response

      Date: 06/27/2023

      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: 06/28/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business and received a reimbursement in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

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