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

323 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:05/10/2023
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.
On 2.14.23 and 2.15.23. I lost internet service at my home . Field Techs were sent to repair the issue. They performed drilling on the side of my home and lose wiring was noticed by the landlord. Nor I or landlord gave consent to drill on the recently remodeled townhouse. I have made a complaint to Metronet construction and no one is responding. The landlord is demanding reimbursement for the damage created. I submitted a ticket on 5.1.23 to Metronet construction no received no response and then called on 5.822 to escalate my complaint with Metronet IT and Spoke to ****** a IT supervisor because there has been no response to this. He assured me that someone from Construction would contact me within 24 hours. Still no contact. The ticket number is *********. This issue could cause my landlord to potentially ask me to move due to these damages . I need a follow up phone call on this immediately and the damages reimbursed to my landlord. There are photos attached with my to ticket for review
Business Response
Date: 05/16/2023
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 ************.
Initial Complaint
Date:05/09/2023
Type:Sales and Advertising 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.
Harassment: Their door-to-door sales personnel keep coming to my home. There is a no trespassing sign in front and a no solicitor sign on the front door. They are unwanted and unwelcome and have been to my home atleast 12 times this year. At one point it was almost everyday for a week. They have become a nuisance and it needs to stop immediately.
Business Response
Date: 05/09/2023
We are so sorry this has been your experience. We want to make this right for you. Please respond with your address so we can ensure you no longer receive door to door interaction.
Initial Complaint
Date:05/04/2023
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 went to Metronet in ******** Mn on January 27th. I paid my bill of $110.00 and told them I wanted to cancel my internet service. They asked me if I had any equipment, I told them no. They then had me sign a paper and said they would take care of it. On March 22 I started getting invoices from them. I first thought it was weird and they had made a mistake, then I received more. I called them and let them know that I was in on January 27, paid my money and canceled my internet service, they didn’t want to listen and wanted me to talk to their billing department. I was getting nowhere, then she said she was going to turn me into the collection department. I told her I wasn’t going to pay anything because I canceled in January.
Business Response
Date: 05/09/2023
Thank
you for passing along the concerns expressed by *** **** ***** and we apologize
for any confusion. We have communicated 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:04/27/2023
Type:Service or Repair 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.
Metronet has been nothing but a problem ever since they started construction in our area. Several times they have busted the water main lines, causing us to be without water for several hours. Currently today we have had no water since 4 pm & now its 9:30 pm without water. It has inconvenience us & our pets because we can't cook or bathe. We are hard working citizens & have the right to have clean, running water. It's getting ridiculous. Not to mention the nuisance of them coming to my door several times asking if I want their service when I said no the first time and I have a no soliciting sign on my door!
Business Response
Date: 05/03/2023
Thank
you for passing along the concerns expressed by Ms. ********** and we apologize
for their inconvenience. After review, the waterline was hit because it had not properly been marked for us but it does look like the utility company was able to repair the services quickly. Once again, sorry for their inconvenience and should they have any additional concerns, we invite
them to contact our Customer Service Department at ************.
Customer Answer
Date: 05/04/2023

Complaint: ********

I am rejecting this response because: All water lines are marked with a giant W or S which is clearly spray painted on the street next to each front yard of every house. Therefore, the statement that Metronet is providing is false.

Sincerely,

******* **********
Business Response
Date: 05/16/2023
Thank you again for forwarding Ms.
**********’s concerns, and we appreciate your bringing this matter to our
attention.

Although the actions of our outside
contractors were certainly unintentional, they nevertheless created an issue
for Ms. **********, and we apologize for that. In response to this matter,
Metronet is conducting further training with our outside contractors with the
goal of eliminating incidents such as the kind described in this complaint.
Customer Answer
Date: 05/16/2023

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:04/25/2023
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.
On February 19, 2023, my Mother had a "fill up" at her residence, causing water to enter her home, damaging her flooring in 2 rooms of her house. It took some time to discover what originally caused this incident. On February 28, 2023, we had a sewer company come in with their sophisticated imagery equipment. It was discovered that MetroNet bored through her drain lines in at least 2 different spots when they laid fiber cable in the neighborhood. We have contacted MetroNet 7 different times to seek resolution as she cannot afford to have the city street and the neighbors driveway dug up to repair the damage MetroNet caused. City Ordinance states the homeowner is responsible to the "main". We have been promised return phone calls within a 48 time frame SEVERAL times, but no one from MetroNet follows through, so we don't even have an update on what MetroNet has found. We cannot even repair the inside damages to her home until this is resolved. Our Mother is not even a customer of MetroNet; rather, she is a victim of. We have photos and videos upon request.
Business Response
Date: 05/09/2023
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:04/18/2023
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.
I purchased internet with Metronet. Service is repeatedly going down and they ran a fiber line across my back yard. It has been months and they have not buried the line like they said they would. I have called about 12 times, asked to speak with managers, etc. I still have the old internet and use that as Metronet is not reliable even though I have been paying the monthly fee. I have tried to find email addresses and other contact numbers for Metronet but they made it difficult to talk with anyone other than the customer service who will not help or escalate the issue. I am paying for a service and feel like this is fraud. I wish to file a complaint in hopes I am contacted by someone who is able to assist.
Business Response
Date: 04/21/2023
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 ************.
Initial Complaint
Date:04/07/2023
Type:Service or Repair 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.
Date Installed: 3/13/23
In home fiber internet
Metronet placed a utility plate in our back yard
On installation date, technician told me that they would send out someone to bury the cable from the utility box to the house
Called after 1 week went by, was told that they had 7-14 business days to bury the line
3/31/23 was the 14th business day
Called 4/4/23 and asked why the line was still not buried, was told they would get back with me, never did
Business Response
Date: 04/14/2023
Thank
you for passing along the concerns expressed by Mr. ******* and we apologize
for any confusion. We have reviewed their concerns, provided a resolution and consider this
matter resolved. Should they have any additional concerns, we invite
them to contact our Customer Service Department at ************.
Customer Answer
Date: 04/14/2023

Complaint: ********

I am rejecting this response because:
the Matter has not been resolved. The cable is still sitting on my lawn waiting for Metronet to bury the line.

Sincerely,

**** *******
Business Response
Date: 04/17/2023
We apologize for any confusion regarding Mr. ********s concerns. I've attached a picture related to the completion of their request but f there are any additional questions or concerns, please contact us a *********************@metronet.com.
Customer Answer
Date: 04/17/2023

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:04/03/2023
Type:Product 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.
Damaged heat pump and told me that I would have to pay out of my pocket and they would have to reimburse me. The bill was 3500 and I’m still waiting for the reimbursement.
Business Response
Date: 04/06/2023
Thank
you for passing along the concerns expressed by Mr. ****** and we apologize
for any confusion. We have spoken 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:03/29/2023
Type:Service or Repair 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.
MetroNet was scheduled to install fiber into my house on a Saturday March 4th around 11am. The first technician showed up and I explained where I wanted the fiber installed and he told me that he wasn’t able to do what I needed. He called MetroNet and they told him he needed to call his boss because this technician was a subcontractor. After about about 10 minutes of him talking to his boss a MetroNet service truck showed up at my house. This techs name was ***** and and he said that he worked for MetroNet and he wanted to see if he could help me. After explaining to him what I needed done he and the subcontractor started working on doing the installation. They cut the holes in the walls for the cable boxes and ***** started to make the attempt to drill and fish the wire down the wall. The first attempt ended up going outside between 2 pieces of siding luckily no damage to our house. The second attempt I’m not sure where that one ended up. The third attempt that was drilled ended up going through the crown molding in my office (see attached picture). ***** apologized for the damage and told me that he would fill out a report and someone I believe named ***** would be contacting me in a few day to make arrangements for the repairs and he would talk to his boss about finding a contractor to run the wire. I was contacted and given options for the repairs and I told her I would prefer that they have the damage repaired. I have attached pictures of the text message about the repairs. I still have not received the letter that I asked for and no messages and I contacted customer service today and got the runaround
Business Response
Date: 04/04/2023
Thank
you for passing along the concerns expressed by Mr. ****** and we apologize
for any confusion. We have spoken directly with them, have worked out the arrangements to satisfy their concerns, and consider this
matter resolved. Should they have any additional concerns, we invite
them to contact our Customer Service Department at *************
Customer Answer
Date: 04/05/2023
Complaint: ********

I am rejecting this response because:
I have not been contacted by Metronet to solve the issue with the damage. I still have not been contacted by a supervisor or manager. I was contacted by ***** to tell me he had found a contractor to run the wire. I informed him that with all the issues that I have had that I had decided not to move forward with MetroNet. I also informed him that I still have not been contacted by ***** to get reimbursed for the repairs. He said that he would have ***** contact me with the paperwork. I still have not heard or seen anything from ***** or from Metronet. I also contacted their customer service number today per their response and the gentleman that answered the phone took a bunch of notes for the account and he said that there wasn’t a supervisor or manager that was available so he would make sure that one would contact me. He also said that he would check in with me in a few hours to make sure that someone contacted me and that was around 8am this morning. As of 6:48pm I have not had a response from MetroNet. I have attached the phone log from the phone this morning.

Sincerely,

**** ******
Business Response
Date: 04/06/2023
Thank
you for passing along the concerns expressed by Mr. ****** and we apologize
for any confusion. We have now 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: 04/18/2023

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 thank ****** for getting this issue addressed and getting my repair check send out.

Sincerely,

**** ******
Initial Complaint
Date:03/27/2023
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.
3-24-23
Metronet began installing their internet lines on my property area without contact or notification that they would be doing so. They cut the line for my existing internet and cost me a day of work. I attempted to speak to the workers but they claimed to not understand me. I spoke to the manager and he claims they had no way of knowing the line was there, but again they never attempted to contact me to ask before starting construction.
Business Response
Date: 04/04/2023
Thank
you for forwarding Mr. ******'s concerns and we apologize for any
inconveniences they may have experienced. We have attempted to contact them via phone and email 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.

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Metronet is NOT a BBB Accredited Business.