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 Lafayette

  414 N Earl Ave Lafayette, IN 47904

• 

  Metronet

  P.O. Box 1566 Chattanooga, TN 37401

• 

  MetroNet Dayton

  336 East National Rd Vandalia, OH 45377

• 

  Cinergy MetroNet

  146 W Market St Wabash, IN 46992

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:09/08/2022

  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.

  I signed up for Metronet in March, 2022. At the time of signup the sales person promised my line would be above ground only temporarily (a month at the most). It's now September and the line is still not buried. I've called them dozens of times and they offer no solutions. The reps seem incapable of scheduling the burying of the lines. They only have excuses and refuse to offer solutions. The line originally ran through my lawn making cutting the grass extremely difficult. Since installation the line has broken twice (lines are supposed to be buried to avoid being broken) resulting in days of no internet. At one point they attempted to bury it but damaged the line when they tried. They did not check to see if it was working before leaving. I was again out of internet for days and had to make special arrangements with my work in order to be home for them to fix it. Their fix was supposed to be temporary. They didn't have enough cable so they ran the line over my driveway where it is now being driven on every day. Despite that being the "temporary fix," it's now a month later with no word on when the line will be buried. I would like my line buried right away or I would like a representative from Metronet to collect their equipment and cancel my service. I don't see why I should have to package up their equipment and return it to them when they have failed do what they promised. Their lack of customer care has wasted dozens of hours of my time and caused endless frustration.
  

  Business Response

  Date: 10/05/2022

  Business Response
  Thank you for passing along the concerns expressed by Ms. ******** and we apologize for any confusion. We have spoken directly with Ms. ******** 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:09/06/2022

  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.

  I was told by tech support that an outage was my fault, and a tech was needed to fix the issue. The internet connection was working fine in the days pervious to when I called tech support. I called on 9-6-2022 because it has been a day that the internet has been out. ( I am aware that the TV service is out.) I have reset the modem and my router multiple times on my own, and at the behest of tech support. Tech support can see my modem (node) on the thier system. I have also factory reset my internal router and devices can connect properly to my side of the LAN. I am not seeing how the lack of internet service is my fault. Can someone explain?

  Business Response

  Date: 09/23/2022

  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:09/03/2022

  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.

  MetroNet quoted in 2020 that service in my area would be done by late 2020. Two years later they have not yet begun work to install. MetroNet does not communicate with 'early' sign on members when there are delays. I followed up tonight for my annual check in on progress and was told there was another 12 month delay, however they have plastered my area with 'construction has begun!' Signage which is false. MetroNet needs to remove signage that is false until such a time they have in fact begun construction, and as a consumer goods company should start communicating proactively with customers that are now on the hook for installations that likely will be surprised for most especially when there is a 2+ year lapse in sign on since they do not communicate with customers. Additionally they should solicit waiting customers as to whether they would like to remain on a future install list or would like to be notified when construction has actually started. There practices are borderline false advertising and the wait is absurd. Signage stating nonexistent construction needs to be removed as this is not true.
  

  Business Response

  Date: 10/19/2022

  Business Response
  Thank you for passing along the concerns expressed by Mr. *****, and we apologize for the issues described in the complaint. 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.)
  The company did not address any of my concerns and I have contacted customer service previously without resolution. False advertising signage continues to be up in our neighborhood and I will contact the states department of consumer affairs to remedy
  
  Business Response
  Thank you for passing along Mr. *****'s concerns and we apologize for any inconveniences he may have encountered. Currently, the area is still under construction in which their property is located. We have spoken directly with Mr. ***** regarding the status of available services and offered a pre-signup option so he may be first in-line when service becomes available to his area.
  
  Should they wish to continue discussing this matter, we kindly ask him to contact our Customer Service Department at XXX-XXX-XXXX

• Initial Complaint

  Date:09/03/2022

  Type:Billing 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.

  I have been a customer with Metronet for over a year. This month when I went to pay my bill it went up from $55.55 per month to $80.50 with no warning or explanation. I reached out to customer service though their email system. They responded asking for more information but I have yet to receive a response and my bill remains $80.50.
  

  Business Response

  Date: 09/09/2022

  Business Response
  Thank you for passing along the concerns expressed by Ms. ***** and we apologize for any confusion. We have spoken directly with Ms. ***** 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.)
  Metronet contacted me after filing this complaint and we were able to resolve the price and billing issues.

• Initial Complaint

  Date:08/29/2022

  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.

  Today, August 29, 2022, trucks arrived on our street and a number of Mexicans, who speak no English, got out and began digging up our yard and the yards of our neighbors. I would love to have spoken with a worker but it was not possible. I know the company is Metronet because that is on one of the trucks. I tried reaching out to Metronet first but got no response. I don't understand how they can show up, without any advance warning or notice, and simply begin digging large holes in our yards. It appears they are laying some type of cable which I can only assume is for internet service. What I don't understand is how they can just come on our property and start working. At least we could have been notified and we have no idea if they will return our yard to its previous condition. What can we do? Thanks for your consideration. Sincerely, ***** ********

  Business Response

  Date: 09/09/2022

  Business Response
  Thank you for passing along the concerns expressed by Ms. ******** and we apologize for any confusion. We have spoken directly with Ms. ******** 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.)
  Problem completely resolved to our satisfaction. Very pleased with the swift response by this company. Thank you to one and all. Sincerely, ***** ********

• Initial Complaint

  Date:08/25/2022

  Type:Product 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.

  Since closing my account on July 13th and returning my equipment, I have been charged a total of $182.67 and according to another invoice that is dated for September 2nd, I am set to be charged again for another $58.40. That is well over $200 for an account whose services have been stopped for nearly two months, and one charge was made after speaking with two representatives who said that this issue would stop.
  
  I now have a few bills that I am going to be late for as a result of the glitch in Metronet's system, and it's been incredibly frustrating trying to painstakingly budget with the cost of everything rising, only for it not to matter because of charges that continuously get made after closing my account and returning all of my equipment. I called on August 8th, then again on August 11th, and yesterday August 24th. The rep from August 24th was the most helpful, as he disclosed to me that usually they would remove my billing information to stop these charges, but that there is a glitch preventing the removal of my banking info. Each time I was on the phone with a customer service representative, I asked for some kind of written confirmation that my account had in fact been properly closed or at least confirming that I would be getting a refund. I also asked for any literature on their return/draft policy as it pertains to closed accounts, but I was told that my requests could not be fulfilled each time.
  
  I really do appreciate the help of yesterday's rep, ***** as he gave me his contact information so that I could let him know if any further errors occurred, but after speaking with my family about all of the post-closure withdraws, I have been advised to either seek additional compensation for the inconvenience of such charges interfering with other bills, or to take legal action.

  Business Response

  Date: 09/28/2022

  Business Response
  Thank you for forwarding Ms. *******'s concerns and we sincerely apologize for the issues Ms. ******* experienced due to a system error on our end. We have spoken with Ms. ******* and a check in the amount owed has been mailed directly to her.
  
  Again, we apologize to Ms. *******, and we invite her to contact us at XXX-XXX-XXXX should she wish to continue discussing this or any other concern.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only reason as to why I am not accepting this response is because I was disappointed in how the rep that I gave credit to for being the most helpful was called into question. Further, I received correspondence from ******** ****** the Regional Market Supervisor, who I asked for additional written confirmation regarding the closing of my account and return of my equipment. Each of my requests for written documentation were followed up with phone calls, which was also disappointing, as over-the-phone assistance and having no written summaries of my calls from Metronet did not help the issues at hand. Attached are the emails between myself and Ms. ****** which she did not respond to.
  
  Business Response
  Once again, we thank you for passing along Ms. *******'s concerns. As stated in our original response, a check was mailed directly to Ms. ******* for the amount owed. Metronet believes Ms. *******'s issues have been addressed and considers this matter resolved.
  
  Should Ms. ******* have additional concerns, she may contact us at XXX-XXX-XXXX.
  
  Consumer Response
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please provide written confirmation that my account was closed and that the new address (which had no available service options, but was added to the post-closure invoices anyway) has been removed, as well. Because this entire complaint originated as a result of poor over-the-phone handling, I hope that you can understand why I would want this confirmation in writing, as I have asked for repeatedly for the last several weeks to no avail.
  
  The original check that was mailed fixed a negative balance that was caused by these overdraft issues, but did not rectify the fact that I was late on other bills and went further into the hole unnecessarily during the month of September. I would also like to know the status of the check that was supposedly sent out on September 2nd, which has yet to be received, and would ultimately make up for my overdrafting and late fees occured as a result of these post-closure charges.
  
  Business Response
  Thank you for passing along the additional concerns expressed by Ms. ******* and we apologize for any confusion as we tried to best comply with her request. We have sent the requested documentation and consider this matter resolved. Should Ms. ******* 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.)
  I'm glad that after nearly two months of requesting written confirmation of my account having closed, and after nearly two months of this accommodation being denied and ignored, that I finally received an email confirmation from **** ********* the Performance Assurance Manager, letting me know that it has been closed as of 9/22/2022, nearly two months after my initial call to report these issues on 8/8/2022, over two months after my equipment was returned on 7/14/22, when my account was supposed to have closed.
  
  This entire experience was disappointing. Both my verbal and written requests went unanswered until I responded via the BBB. Metronet continued to call me (with only ******** ***** following up with an email confirming an additional check that never came. I was also not told that the additional check would not be sent, as **** ******** called me saying that another was issued on September 2nd, corroborating what ******** communicated via email. It never arrived, and I am only left with the assumption that it will never come). Until ****'s email yesterday, my requests for written confirmation of account closure were ignored and followed up with phone calls, in which no voicemails were even left.
  
  We will not be returning to Metronet once it comes back to our area and I will make sure that friends and family know my story as they consider your services.

• Initial Complaint

  Date:08/23/2022

  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.

  I canceled my service about four months ago with MetroNet, sent back the router, and paid all dues. Two months later, I got a bill again and called their customer service. The lady replied to me that they had received my router and it was just a glitch in their system, and she agreed to fix the problem and told me she would send me a final bill that would show zero. Today I got a bill saying they will turn me over into collection if I don't pay this fraud bill.
  I am going to pay the bill to do no further damage to my credit.
  

  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 outstanding balance on the account has been adjusted at this time. Should Mr. ****** have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  I want MetroNet to issue me a check for $222.73 to clear the credit I currently have with them. They say that they can't do that for an existing/continuing customer. Their solution is to just apply it each month to my bill. It will take 8 months to clear the credit and that is unacceptable to me. The credit is due to the fact that they failed to adjust my bill in a timely manner after I canceled a service. They are now forcing me to loan them money against my will. They should turn to a bank for a loan rather than customers.
  

  Business Response

  Date: 08/29/2022

  Business Response
  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 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 don't know what "adjusted the balance" means. When I log into my account, it still shows I have a $222.73 credit. To me, that means my balance has not changed and they have not cut a check to me, as I requested.
  
  Calling the number listed does no good. I called it at least 5 times before complaining to the BBB. The answer was always the same, 'We don't cut checks to clear credit balances for continuing customers.'
  
  I still seek a check for $222.73.
  
  Consumer Response
  I received the check I sought. I am now satisfied. Thanks to the Bureau and MetroNet.

• Initial Complaint

  Date:08/12/2022

  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 moved into an apartment complex on July 14, 2022. The cable and Internet company that they have gone through is metro net. It came with one box and we were told that we needed to call the company if we wanted to upgrade our cable package and get more boxes. I have been trying to get a phone call to set up an appointment to have these boxes installed as well as have my cable package upgraded. I've been given an incident number but as of today August 2 I have heard nothing from the company. I have reached out numerous times Via phone calls and Internet still receiving same results that an individual would return my phone call immediately. The immediately has now turned into over three weeks which is more than unacceptable customer service and business practice. While it is a business account I am responsible for any extras that I add to the account which will come out of my pocket. I don't know any other way to turn as I have gone in circles with a number of people and all I get is someone from that department will call you back. I need something done immediately and this is the only place I know now to turn to get the ball rolling, so to speak, in order to get the extra services that I am requesting.

  Business Response

  Date: 08/31/2022

  Business Response
  Thank you for passing along the concerns expressed by Ms. **** and we apologize for any confusion. We have spoken directly with Ms. **** 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:08/09/2022

  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.

  I canceled my services in Late june of 2022, I paid for the month of julys services but had the unit unplugged and completely not in use. I turned in my modem as instructed and now they are attempting to charge me for june and have also added late fees.
  

  Business Response

  Date: 08/19/2022

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