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:06/13/2023

  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.

  First off while installing there were groups of 4-5 guys standing around constantly EVERYWHERE. They would wander around looking in backyards and windows. No notice they would be in yard to control my big dogs. They took forever to dig random holes and destroyed my yard and some of my plants. Then they harass me repeatedly after I told them I don’t want service. They keep asking and I tell them up front no get off my property. Next day they come back.

  Business Response

  Date: 06/14/2023

  Thank you for forwarding Ms. *** *****' 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:06/08/2023

  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.

  Called MetroNet to check on service availability as they had already ran fiber to the hand hole in my front yard. Agent told me that service had been available for a month and set me up with an install date for about a week later (6/8/2023). Received a text on 6/6/2023 stating "Your appointment has been postponed. We will reach out to assist you to reschedule" I contact via the text a MetroNet CS agent who took my info and then never responded. Requeued for another agent who told me that splicing was not complete and that they would reach out when it was complete. I asked when that would be and they couldn't give me an answer. Called an agent today and asked for a timeframe and they couldn't either. I asked for an escalation and they couldn't/wouldn't escalate the call. I had already called ******* to cancel my service, so now I have to call them back to cancel the cancellation. I also took a day off work for the appointment and scheduled other things around that day off. So far this has been a train wreck, horrible customer service, obviously sales staff have no communication with field staff as they are selling product that isn't even available. I need to be contact by the Field Construction Manager, Service Director, Sales Manager or someone who can give me a firm date that the service will be ready.

  Business Response

  Date: 06/23/2023

  Thank you for passing along the concerns expressed by Mr. ********* and we apologize for any confusion. We have spoken our Field Operations team and we are working to complete this and get them installed as soon as possible. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 06/24/2023

   
  
  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:06/07/2023

  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.

  Metro Net had underground work done in our neighborhood which included digging under driveways and in yards. I know of a few neighbors that had their driveway damaged with cracks. Both mine and my next-door neighbors had cracks on our pads that line up with each other, making it obvious it was a Metro Net issue. On my pad they have a picture that may have reflected a very slight crack before they started. We have asked for copies of the pictures with dates but have yet been provided them. I have pictures of my driveway from a few months prior from a power washing contractor and if there is a crack it was very faint. After they dug, I am left with very noticeable crack that is now starting to chip in places. A Metro Net rep came out to talk with us (me and my neighbor) and gave us an offer, but I felt that the digging created the crack (if there was one to start with) to become severe and asked the rep to talk to their supv to see if we could negotiate a better offer. I had to call the rep back after being told they would call me and was told that since we did not go for the first offer, they are doing nothing. I was a little taken back with their attitude, they come onto my property and create damage and say take it or nothing. Along with the cracked driveway, they did a very poor job in replacing sod in the yard. I am left with a noticeable hump in my yard. That was to be taken care with the driveway offer. But I guess that is also not going to happen. To make matters worse, my driveway pad next to the damaged one now has a crack spanning the pad. I have called to the construction manager for Metro Net but have yet to hear back from him. These cracks along with my yard hump were brought on by their poor work and because I asked to negotiate more on the offer, I am left with a screw you type of response from them. Any help is appreciated and thank you in advance for your time and consideration on this matter.

  Business Response

  Date: 06/21/2023

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

  Business Response

  Date: 07/14/2023

  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. 

  Customer Answer

  Date: 07/31/2023

  In your last response to me it was suggested that I contact Metro-net directly.  I did this and talked to a Rep named *****, explaining my whole frustration in the lack of response from Metro-Net regarding my ongoing concerns.  I was assured that I would be contacted by someone within a week to get resolution. That was 10 days ago and I have not heard a word from them in any manner. Please contact them and ask them what is the status of claim number ********.  I am guessing they gave me a bogus number, which would be typical on how they operate.  I wish I could get a class action suit on them as I am pretty sure I am not the only one they are treating this way.

  Please respond to the complaint.

  Thank you
  

  Business Response

  Date: 08/15/2023

  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:06/06/2023

  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.

  My internet service went out and ,while that is fairly common, there is no way to reach Metronet to get it resolved. They claim to have 24/7 support when you purchase their service and have a 24/7 number on their website. The 24/7 number on their residential and business side both do not work and just kick back a busy signal. Not only that, every single number on their site kicks back a busy signal so there is not way to get support for the lost service they should be providing.

  Business Response

  Date: 06/09/2023

  Thank you for forwarding Mr. **********'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact Mr. ********** to discuss this matter but have been unsuccessful. Should Mr. ********** 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:06/06/2023

  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 has been installing in our neighborhood and has now dug three deep, unsafe holes in our front driveway area and then promptly moved on to other areas of the neighborhood leaving the holes uncovered and a simple orange traffic cone near/over them. We’ve had to keep our kids from playing out on OUR property for over a week now due to this safety issue. Metronet has also parked constructions vehicles with large “Metronet Contractor” decals on them in front of our home, with no warning, making it impossible for us to access our driveway at certain times.
  
  Unlike other providers who have come into the area to install/update lines, there has been no communication or FYI information from Metronet at any point.

  Business Response

  Date: 06/15/2023

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

• Initial Complaint

  Date:06/05/2023

  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 has been all over our city installing their underground lines. On May 31 they were in front of our house digging. The ground was clearly marked with spray paint and orange flags marking where AT&T fiber optic lines were buried. The men installing the lines ignored them and dug right where the lines were located and snapped our internet lines. The line sticking up out of the hole in the picture is of our snapped AT&T line. To make matter worse this is day 4 of them digging, so AT&T has been unable to fix our lines to fix our internet connection. Today is Friday, June 2. The attached pictures are how they left our yard for the weekend. We had our full trash can sat out by the road today for trash pickup. The men working moved the trashcan to the middle of the driveway so our trash was not picked up. The matter at which metronet service crew has conducted business is completely unacceptable. We are still expected to pay our AT&T bill, even though we have not had service because of metronet. I want this mess in my yard cleaned up IMMEDIATELY as well as payment for our internet we are currently unable to use. I also need them to vacate the area so AT&T can correct the problem they caused.

  Business Response

  Date: 06/20/2023

  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 Ms. ******* to contact us at
  ************.

  Customer Answer

  Date: 06/21/2023

  For clarification. Our address is 

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

  **** ****** FL *****

  Business Response

  Date: 06/23/2023

  The AT&T cable that was damaged in this location was marked incorrectly by Utiliquest who is the contractor that is under contract with AT&T to locate all of their utilities through the Sunshine State 1 Call system. The paint and flags that the customer saw were for Spectrum cables not AT&T, the AT&T cable was not marked at all. Metronet construction did not in any way hinder or delay AT&T from performing the repair on the damaged cable. Metronet contractors actually assisted the AT&T repairmen by digging the pit and trenches for the replacement of the damaged cable as we do ANYTIME a utility is damaged no matter who it is. The statement that the trenches shown in the pictures were left in that condition over the weekend is untrue. No holes are left open while there are no workers present and there is never any holes/trenches left open over the weekend which is Metronet policy. As for the trash can being moved I cannot speak to that as there was nothing in the street when I was there. Unfortunately there is nothing Metronet can do concerning the AT&T bill. Since the locates were not done correctly, we are not responsible for the damages. If there is any compensation it would have to come from AT&T.

  Customer Answer

  Date: 06/23/2023

  
  
  Complaint: 20137384
  
  
  
  I am rejecting this response because: the trenches were left open. Late Friday evening someone came and put up orange tape around them. Metronet was there for 4 days digging, so how was AT&T allowed access to fix the busted cable. The orange flags were clearly marked AT&T. I'm not sure how that was confused with spectrum. 
  
  
  
  Sincerely,
  
  ******* *******
  
  ******* *******

  Business Response

  Date: 06/27/2023

  Mrs. ******* is correct that the AT&T fiber damage was the fault of the Metronet contractor. If there is any restoration that still needs to be done we will gladly take care of it, all I would need is an explanation of what needs to be done. As for the time it took for the repairs to be made had nothing to do with our crews working in the area, that never stops any utility from making repairs to their damaged facilities. It is not unusual for the repair to to take several days to be done, as a matter of fact that is comin place. AT&T will be billing us for the repairs, unfortunately we do not reimburse customers for loss of service during these outages. I can be contacted anytime at ************. **** ******** Construction Manager./Palm Coast

   

• Initial Complaint

  Date:06/02/2023

  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.

  I caught the people installing new fiber optics for Metronet in the act of damaging my fence and took pictures. I have been trying for months for them to pay me for the damages.

  Business Response

  Date: 06/23/2023

  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:06/01/2023

  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.

  They will not turn my service off at my last address. I moved on May 12th. They came to my new residence on May 15th. When they installed my new equipment the technician took the equipment from my previous residence.
  
  They refuse to shut off my service from my prior address. They insist a supervisor come to my home to talk to me. Not sure if they are accusing me of lying or what about giving the equipment to the technician. They have taken over two hours of my time this week alone during my work hours.
  
  Just to get my service what I thought was transferred took three phone calls and over two hours.

  Business Response

  Date: 06/09/2023

  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:05/31/2023

  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.

  My issues with metronet is the unprofessional manner of coming on my property. There is never any warning when they are coming so I am inconvenienced because my dog is on an invisible fence. When they were digging holes that destroyed my grass by the way on my property they almost cut the invisible fence line. Inconsiderate and unprofessional. Two my kids play outside and then I see random men walking around them. Why is their never any communication? It’s very unprofessional and is one of the reasons I won’t be getting their business. They have stated in articles that they send out notices in the mail or on our door. I have never received a notice. Ever. What if my dog was to bite one of there workers. It would be on your company because you have failed to communicate over and over again. Last but not least. Your workers are not working a couple hours and leaving they are literally here all day long! My husband had to go outside and tell them it is too late for you to be here. The sun is going down.

  Business Response

  Date: 06/08/2023

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

• Initial Complaint

  Date:05/28/2023

  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 had a new cable line installed in April, was promised this cable would be buried in 2 weeks. Six weeks later, still not buried. I have called every week since then and have been told a “ticket” has been issued for burial…but nothing. My neighbor’s mowers have already cut the cable once.

  Business Response

  Date: 06/23/2023

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