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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/25/2023

      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.
      A March 3rd windstorm caused MetroNet's fiber cables and brackets to break off from the utility pole behind our property and smash into our window. After confirming with MetroNet support the repair would be "take care of" and speaking directly to an area supervisor, I proceeded to have the window repaired by a local glass company. The repair was completed April 4th and I paid the contractor out of pocket $547.18 and then forwarded the receipt and damage pictured to MetroNet for reimbursement. Since then, I have have contacted customer Support no less than 6 times, visited the local retail office twice, and received the same excuse EVERY time that a supervisor would call me within 24-48 hours. I have never received a call back from one person. Not the multiple Customer Care agents who promised me a follow up, not a supervisor who was supposed to contact me directly, and not the retail employee who assured me that he would call me back. It is now May 25th and I have yet to receive ANY communication, let alone a satisfactory resolution. As a long-time customer who has praised MetroNet for their service and provided dozens of referrals, I expected at minimum to be able to speak directly to someone to get this issue resolved and be issued a reimbursement for the repair of the broken window their failed equipment mount caused. Had Metronet's cables been properly secured to the utility pole, we would not have sustained damage to our home.

      Business Response

      Date: 05/26/2023

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

    • Initial Complaint

      Date:05/25/2023

      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.
      In January of 2021 we agreed to purchase our internet service thorough Metronet. The sales associate confirmed a rate of $59.95/year for 24 months. Our installation technician came to our home on 1/9/2021, my husband, ***** ***** and I were here for the installation. The installation tech advised us that our house was big so he'd install the whole house extender. He never informed us that there was a fee for this. Both my husband and I remember the occasion very clearly and are positive that a fee was never discussed. A few months later I realized we were being overcharged and I called. The customer service rep let us know it was for the whole house extender, that was an additional fee. The rep also let us know that they have been having this problem a lot with their installer not disclosing this fee. For years, Metronet has worked with us to remedy the issue and now they are refusing to honor what they sold to us for the price that was agreed: they sold us a whole house extender for no fee. This is a hidden fee and a deceptive and abusive act. I will be cancelling my service, but regulators should be looking into this practice and Metronet should be fined.
      Account: *******

      Business Response

      Date: 06/07/2023

      Thank
      you for passing along the concerns expressed by Ms. ************* and we apologize
      for the issues described in the complaint. The balance related to the extender on the
      account has been adjusted at this time.  Should they have any
      additional concerns or would like to discuss the applied credit, we invite them to contact our Customer Service
      Department at ************.

    • Initial Complaint

      Date:05/23/2023

      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 into our neighborhood and did not give any notice. They dug up our yard, destroyed our gras and landscaping, and dug a huge hole in our driveway. They left the hole for an entire weekend, and the hole did not allow us to park in our driveway or garage without risking damage to our cars. They didn't clean up and have left a large mess in our yard and didn't not properly fill the driveway in either. It's against the law what they are doing and they have been so disrespectful of our personal property!!

      Business Response

      Date: 06/21/2023

      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:05/22/2023

      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 live in ******, Iowa. This complaint is about Metronet, the internet service provider. With ****** City’s permission Metronet in their business plan to expand the services to ****** residents, started installing their fiber optic lines during Fall 2022. They ran the lines in our backyard. When they were still on the premises, I saw that they that had cut the irrigation line and I immediately brought it to their attention. The Metronet construction supervisor said they would repair it promptly. I had no way of verifying whether they had repaired or not at that time, since I had winterized my irrigation system and the holes that were dug by Metronet were filled in.

      This Spring when I started the irrigation system using third party sprinkler service provider, they noticed the pressure was not holding up and the exact place where the irrigation line was cut, there was a huge puddle of water. I officially entered a construction ticket at Metronet website (*************************************) on April 25, 2023, after talking to Metronet customer service. Since then, I have been calling Metronet every other day. The customer support people are very courteous, and everyone said it will be taken care of. There has been enormous amount of delay without any repair. I also approached ****** city office. They asked me to contact Metronet directly instead. I cannot start the irrigation system without the repair. No one from Metronet has contacted me yet. I hope you can help resolving this complaint.

      Business Response

      Date: 06/19/2023

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

    • Initial Complaint

      Date:05/22/2023

      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.
      The Metronet hired a contractor to install their underground lines in our neighborhood. The day they started in our yard their boring machine broke down and it sat in our yard for a day and a half and completely tore up our yard leaving ruts and holes. Now today we tried to start our sprinkler system and it won’t run at all. They’ve destroyed sprinkler heads and the box they put in is filling up with water instead of being dispersed through the sprinkler system. We’re not sure why they had to dig up 3 different areas of the yard for installation. Now we are going to have to dig up the system and replace any broken parts/pipes. This is ridiculous!

      Business Response

      Date: 05/25/2023

      Thank you for passing along the concerns expressed by Ms. ******* and we apologize for any confusion. We have spoken directly with them and are actively working to provide the desired resolution. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 05/29/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and we are currently waiting for the sprinkler system company they’ve contracted to contact us to schedule the repairs. 



      Sincerely,



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

    • Initial Complaint

      Date:05/18/2023

      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.
      **** **** (my company) closed an office location on 5/1/23 and gave notice to Metronet 30 days prior - Metronet imposed an exorbitant early termination fee and unreturned equipment fee ($2,931.33) the same day the service was turned off. The equipment was returned 5/6/23 (5 days after service was turned off) and multiple requests by phone and email to have our account corrected for the returned equipment and to settle the open balance have been ignored. Then an additional $378.88 in early termination fees were added to our account on 5/12/23. When I called the explanation was just that it was additional fees - I requested to have a manager call me so we could get an explanation on these additional fees, have our account corrected for the returned equipment, and settle the open balance for early termination fees.

      The response given - a manager has reviewed your account and no adjustment will be made.

      Business Response

      Date: 05/25/2023

      Thank you for passing along the concerns expressed by Mr. **** and
      we apologize for any confusion. We have reviewed their account and can
      confirm that the billing is accurate and the balance is owed. Should they have any additional concerns, we invite them to contact our
      Billing Department at Business ************.

      Customer Answer

      Date: 05/28/2023



      Complaint: ********



      I am rejecting this response because:


      Metronet customer service is a joke.  I would discourage any business or person to use their services.  The hundreds of negative reviews on BBB would support this.



      Sincerely,



      ****** ****

      Business Response

      Date: 05/30/2023

      Thank you for passing along the concerns expressed by Mr. ****. Should they have any additional questions, we again invite them to contact our Billing Department at Business ************.  At this time, we consider this matter resolved.

    • Initial Complaint

      Date:05/15/2023

      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.
      Metronet came through our neighborhood about a month ago. They gave no warning they were coming, sent no emails, letters or anything else. The subcontractors dug through my yard and put the cable underneath my driveway, and drove heavy equipment onto my driveway. They cut my internet (Optimum) line and left a huge mess in my yard. Optimum had to come out and fix my internet and after I filed a complaint with Metronet, they did attempt to repair my lawn. Then, about a week after they finished, my neighbor and I saw a large, deep crack forming in both our driveways, running from where they began to dig, across my driveway to their box and then straight across my neighbor's driveway. It is so deep the cement is coming out in pieces and is now uneven and getting worse by the day.
      My neighbor and I both filed complaints. Apparently the subcontractors had taken video before they started and saw a faint, hairline crack in the driveways before they began. You have to zoom in on the photo to even see the faint crack line and neither of us had even noticed it as it was so thin and faint. Now my driveway is literally falling apart.
      Metronet employers came to view it and offered to pay half to repair it. They felt that was a reasonable thing to do, to damage my driveway and then offer to pay half to fix it. I responded that was not reasonable, they damaged it and needed to pay for the repair. They (Metronet) said since it did have that hairline crack, it was going to break at some point anyway, maybe in years down the road, so they do not feel any responsibility in fixing it and we should be glad they offered half. Since I said paying half was not reasonable, they decided they are not going to pay any portion or repair the damage they caused to mine and my neighbor's driveways. They will not respond to email or phone calls, they just closed the complaint ticket and are ignoring us.

      I want the driveway repaired at no cost to me.

      Business Response

      Date: 06/02/2023

      Thank you for forwarding Ms.
      *******’s concerns regarding the alleged damage to her driveway.  Metronet
      is currently reviewing this matter and will continue working with Ms. *******
      to address her concerns.

      Customer Answer

      Date: 06/04/2023

       

      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.  I would like to add that two driveways that were cracked in my neighborhood were repaired.  MetroNet claimed they repaired them because they did not have a crack before they did their work.  To me, that proves MetroNet knows they can and do damage driveways whether they have an existing fault or not.



      Sincerely,



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

    • Initial Complaint

      Date:05/15/2023

      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.
      Metronet installed fiber in our neighborhood. To do so the dug over 15 holes in my yard and left uneven grass mounds, dead grass, dirt and patches all over the yard. I’ve attempted to get this resolved through customer service multiple times to no avail with tickets. Local installers claim they have resolved but they haven’t done anything. My yard looks horrible. ******** and ticket *******. Metronet needs to restore my yard to what it looked like before they messed it up.

      Business Response

      Date: 05/25/2023

      Thank
      you for passing along the concerns expressed by Mr. ******** and we apologize
      for any confusion. We have been unable to reach Mr. ******** directly to discuss the matter but we have reviewed their complaint and can confirm the completion of a resolution. Should they have any additional concerns, we invite
      them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 05/28/2023



      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. Although the response is not accurate, you have reached me and I discussed with your representative.  They did in fact lay seed and soil in affected areas, even though the first attempt they missed half the yard but returned to finish after I talked to your rep.  Thanks for the resolution.



      Sincerely,



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

    • Initial Complaint

      Date:05/11/2023

      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.
      My services with MetroNet were cancelled in February however I keep getting bills and they keep attempting to pull money out of my bank account for services I no longer have. I have tried to contact them about this but I have been told that they are not billing me however, I have emails that prove otherwise I just got another bill yesterday.

      Business Response

      Date: 05/25/2023

      Thank you for passing along the concerns expressed by Ms. ********* and
      we apologize for any confusion. We have reviewed their account and can
      confirm that the billing is accurate and the balance is owed. Should they have any additional concerns, we invite them to contact our
      Billing Department at ************.

    • Initial Complaint

      Date:05/10/2023

      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.
      In January 2023, MetroNet ran a cable in my property. I have contacted them countless times since then to come and bury the cable. It is unsightly and makes it difficult for the area to be mowed without it being cut. I am not a customer of MetroNet so they clearly don’t care if the issue is resolved. I just don’t think it’s right that a company comes on to your property without permission and creates a situation that makes it difficult to maintain your property afterwards. I just want the cable buried.

      Business Response

      Date: 05/24/2023

      Thank
      you for passing along the concerns expressed by Ms. ******** 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: 05/25/2023



      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,



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

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