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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

    • 323 total complaints in the last 3 years.
    • 111 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:09/30/2022

      Type:Billing 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.
      I had a MetroNet employee come to my house and offered a month's free trial. I opted for this to try out. It was installed on August 24th by drilling a hole in my living room wall that faces my backyard with a cable going from the backyard to the front street. The installation was not 100% complete since the installer was missing the front-facing cover but service was available. Then two days later I received a bill for $97. I had to email them and they gave me a credit which was confusing since this was a free trial. them I had a metro net team show up at my house when I was not home and only my children were home (ages 20 and 15) to bury the cable. They never notified me they were coming and my children were left very alarmed. They were not wearing anything that was identifiable and my kids were scared. I told the gentlemen that eventually called me to not bury it because based on my experience I no longer wanted to do business with them. I once again emailed Metro Net. Then a week later another team came by to bury it again. Once again I was not home and this time my 15 year old daughter was home alone. I was very upset. I emailed again and told them to please come uninstall the equipment because I did not want to do business with them. They replied by stating I had to take the equipment to a UPS store. Mind you the equipment is drilled to the wall. Now I received another bill and they are continuing to tell me I have to uninstall it myself. How? I have asked for a manager multiple times and they are completely ignoring me and still billing me after I have asked multiple times to disconnect.

      Business Response

      Date: 10/17/2022

      Business Response
      Thank you for passing along the concerns expressed by ******* ******** and we apologize for any confusion or concern. We have spoken directly with them, planned a resolution to their needs, and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/28/2022

      Type:Sales and Advertising 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 sales people continue to come to my house trying to sell their services and I have profusely told them that I am not interested. Most time these individuals take the hint and leave but the individual who showed up to my house today was horrible. My wife told him through the door that we were not interested but he continued to play it off like he did not hear her. Finally I went to the door and told him I'm not interested and again played it off like he did not hear. I finally told him I am not interested and to get off my property when he decided to be extremely rude and narcissistic. This level of unprofessionalism is unacceptable and this individual needs to be fired and the company reevaluate their business practices.

      Business Response

      Date: 10/06/2022

      Business Response
      Thank you for forwarding Mr. *****'s concerns and we apologize for any inconveniences they may have experienced. We have taken their feedback and provided the appropriate adjustments to ensure this does not happen again. We have attempted to contact Mr. ***** 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 XXX-XXX-XXXX should there be any additional concerns.

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      This company has not tried to contact me.

      Business Response
      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 XXX-XXX-XXXX.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:09/26/2022

      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.
      Metronet came into my backyard and destroyed a garden area and border. I contacted them immediatly. ***** from metronet came out that day. He took pictures and said the damage should not have occurred and they would repair/replace it all. This occurred in July. I am still waiting for the repairs. It is now too late to get replacement flowers so they agreed to reimburse me. I gave them the price for the flowers and for the landscaping. Again, they agreed to the price of $328 dollars. This was over a month ago. I am still waiting for the reimbursement check. They were supposed to bring it to me today, Monday 9/26/22, and no one ever showed. They are also not answering my messages/texts. I have multiple contacts and have texting chains, email chains, and VM's showing the contact. I also have pics. My contacts are **** at XXX XXX XXXX. I met him on 7/26/22 and have a text trail on that date. And ****** at XXX XXX - XXXX. Metronet tickets #XXXXXXX, XXXXX, and XXXXX. I have tried for months to handle this. Everyone is very nice saying it will be taken care of immediately and then nothing gets done.

      Business Response

      Date: 09/28/2022

      Consumer Response
      After informing metronet representative **** and ****** that I filed a complaint with the BBB, they came out to the house today and reimbursed me the money for my flower bed/garden center. They also had me sign a paper stating that I received the funds for the damage done to my yard. The matter is now resolved. Thank you. I do not believe the matter would ever have been resolved without having a case ID from the BBB. Thanks again. ***** ****

    • Initial Complaint

      Date:09/22/2022

      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.
      On September 21, this internet service provider suddenly throttled my internet speeds to dialup speeds, I was given no warning that this would occur. This severely impacted my ability to work from home. When I called, they said it was intentional to force people to call in to schedule a time that they could come change some hardware they installed in our home. I was asked to schedule a time to get my equipment updated previously and given an email to send that request to, which I had done, but had received no response. The request they sent to schedule that time did not mention throttling would happen at a certain date.

      Business Response

      Date: 09/30/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ********, and we apologize for any inconveniences they may have experienced. A courtesy credit has been applied to their account and we consider this matter resolved. We have attempted to contact Mr. ******** but have been unsuccessful. Metronet appreciates having the Fountains as customers and we kindly ask them to return our call should they wish to discuss this matter further.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I accept their monetary response, it really isn't great business practices they were using but I will accept cash in return. I would appreciate in the future if instead of doing passive aggressive things to get a result, they were more proactive in their scheduling and communication.

    • Initial Complaint

      Date:09/21/2022

      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.
      Yesterday evening 9/20/2022 2 Hispanic men were on my property I Had no idea who they were or why they were there anyway they had 2 large trucks with them one truck was chained to another they had driven onto the property and one truck got stuck so the other pulled it out. I have huge ruts from the tires and a lot of grass and plants tore up and destroyed also tire tracks in a large area. I do have pictures to substantiate this. I called metronet customer service and the best they could do is take my name and phone #. Told me a supervisor would call in 24-48 hrs as of today it's 22 hrs no call Today 9/21/2022 I was at work they must have been working on my property again left grass Debris on my driveway and black sticky tape in the ground around the poles this is terrible I've worked ******* this property in the year I've lived here and they just trashed and ruined it thanks for any help

      Business Response

      Date: 10/12/2022

      Business Response
      Thank you for forwarding Ms. ******'s concerns and we apologize for any inconveniences she may have experienced. We have attempted to contact Ms. ****** 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 XXX-XXX-XXXX should there be any additional concerns.

    • Initial Complaint

      Date:09/19/2022

      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 network chip has been broken on one of Metronets network hubs since 9/12 in the *********** *********** ****** area they have refused to fix it. Resulting in worsening outages over the last two weeks. I work fully remotely. I am a software engineer. This has destroyed my ability to work. It was out nearly all day last tuesday. And now its been out all day today. They need to fix this or they need to pay me for a high end sotware engineers salary for two weeks and also fix the issue. This is unacceptable. It is effecting many, many people ruining their ability to work remotely.

      Business Response

      Date: 10/05/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. **** and we apologize for any confusion. 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 XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/17/2022

      Type:Billing 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.
      I notified Metronet in early June 2022 that I would be terminating my service with them. My last day of service would be July 2nd ( I had a new provided starting on that day.) I received email from Metronet giving me instructions about returning their equipment and I did that on July 2nd. On or about July 5th I saw a withdraw from my bank account for $70 from Metronet. I called and someone confirmed that the auto payment just didn't catch up with my termination and they assured me I would get a refund. Since then I've called and spoken with a Rep 3 different times and each time they tell me its being processed. The last time I spoke with them was two weeks ago and the rep apologized and said "oh, I see what's wrong." I fixed it and you'll have your money soon. Today is Sep 17th and still haven't received. It's not that they only owe me $70, but the fact that they can get away with this. If it were reveresed, they would have already terminated my service. Please ask Metronet to give me back what they over charged me in July.

      Business Response

      Date: 09/21/2022

      Consumer Response
      I finally received my refund. (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)

    • Initial Complaint

      Date:09/13/2022

      Type:Customer Service 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.
      On 9/13/22, at 12:11pm-12:49pm CST (37 mins) - I called Metronet to inquire about updating the outdated router that was issued to me. After giving my information to he woman who answered, she told me that she was going to "call tech support for me and help me work through the issue." Over 20 minutes later I found out that I was not on hold, but rather transferred. I had to give all of my information again and start over explaining my issue. The gentleman from tech support initially told me that I could not upgrade my router and even though it was several years old, that it would support the gigabit speed I pay for and was sufficient. I told him that I am very familiar with the technology and I know this was not true, which he then admitted, but afterwards became very argumentative. He cut me off several times and eventually transferred me to customer service before I could finish with my inquiry. When I spoke to customer service, the gentleman was very polite, immediately informed me that I was eligible for the newer router. Based on my previous interactions, I am still unsure if this is going to happen, since I have been given conflicting information from different representatives on the same phone call. I am hoping to have someone reach out to me so that I can get this issue resolved and have some clarity.

      Business Response

      Date: 10/17/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any confusion. The installation of the new router was completed on 9/16/22. Should Mr. ***** have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

      Consumer Response
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I would like a phone call or direct email from the business. This has not been resolved in the manner the business stated. I have reached out to customer service and my issue was not resolved.

      Business Response
      Thank you for forwarding Mr. *****' response. We have attempted to contact Ms. ***** 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 XXX-XXX-XXXX should there be any additional concerns.

    • Initial Complaint

      Date:09/12/2022

      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.
      I sold my house and canceled MetroNet services. I received my updated bill that shows I returned the equipment and that I have a credit balance of $93.85 (5/1/22 invoice date, XXXXXXX account number). Over 4 months later (today is 9/12/22) and I still have not received the refund for the credit balance on my account. I have tried calling but hold times are long and I haven't been able to successfully even reach a person to get this resolved.

      Business Response

      Date: 09/26/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint. The credit balance on the account has been paid out and will be mailed to the updated address within the next week. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund check received on 9/26/2022.

    • Initial Complaint

      Date:09/09/2022

      Type:Billing 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.
      I have never been a customer of this Internet service provider but once i inquired when their services would be available in my neighborhood (05-30-22). They told me they would inform me when the services are available and then i started to get bills and phone calls stating that my account is past due. I have called multiple times and each time I get them to zero out the bill but then a few weeks later it just keeps happening over and over. I have never been a customer or signed a contract. I get physical paper bills with my name and address and even a account number that shows total and past due charges. I would like this account to be closed as I never authorized or signed any paperwork agreeing to the services of METRONET. I feel like this is intentional because I said no to their services.

      Business Response

      Date: 09/28/2022

      Business Response
      Thank you for passing along the concerns expressed by ***** ****** and we apologize for any confusion. A correction to the billing has been made and they should receive no more invoices. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

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