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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      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.
      During the second quarter of 2024, a company called Metronet initiated excavations in almost every single property of our community. Metronet is an internet provider that out of the blue decided to initiate their business by invading our properties, destroying the landscaping. They conveniently disappear after their job was done leaving us with our yards completely destroyed. After placing a complaint, the company sent an individual who's name is apparently "*******"...This individual was not only very rude and racist, but also intimidating and disrespectful. I was honestly fearing for my integrity. After screaming at me decided to leave and I'm glad since two of my neighbors came after and expressed their concerns for his behavior towards me.

      Business Response

      Date: 12/02/2024

      Thank you for forwarding ******* ****** concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize for the complications experienced due to outside contractors. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful. 
       
      Should **** ****** wish to continue discussing this matter, we kindly invite her to continue working with the local field team on getting the restoration completed.

      Customer Answer

      Date: 12/05/2024



      Complaint: ********
       

      I am rejecting this response because the individuals assigned  to resolve  this matter have been either  not responsive as"****", who promised  to get in touch on the next day and I'm still waiting or *******, that displayed a rude, disrespectful and very unkind  behavior  during  our meeting  at my property.  I definitely don't  want  to interact  with  this individual  ever again an hope that the company can assign a more  suitable  employee to address  and finalize the resolution  of this matter. 



      Sincerely,


      ******* ****

      Business Response

      Date: 12/10/2024


      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:11/25/2024

      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.
      Signed up for new telephone service in October 2024. Around 4 weeks later, I began receiving personalized SPAM calls to my new phone number, a number I have never given out to anyone along with my name. My minor child has been the recipient of such SPAM calls on this number.

      Metronet appears to be selling account information, including non-public phone number information to third parties or directly to telemarketers. This is a gross violation of customer trust, and represents the worst way to treat customers.

      Business Response

      Date: 12/05/2024

      Thank you for passing along the concerns expressed by Mr. ********. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint. We consider this matter resolved. 

      Customer Answer

      Date: 12/05/2024

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:11/25/2024

      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.
      We built a new home and moved into it Aug 2024. Shortly after that our sewer started backing up inside our home. We had to immediately hire plumbers to come with a camera to inspect our sewer pipe. It was found to be the Metronet fiber that had been bored through our sewer and crushed it. We had to hire concrete and plumbing contractors to immediately tear up driveway, repair the sewer line, and then re-pour and finish the driveway. We have been given false promises of contact and payment following the submittal of our damages invoice. We are owed $8,300 and was told in Nov 11 they would expedite the payment. I’ve yet to see the check and now today someone told my husband that it’s evidently not their problem because their subcontractor bored the lines??!!

      Business Response

      Date: 12/03/2024

      Thank you for passing along the concerns expressed by **** ******** and we apologize for any inconvenience they may have experienced. Metronet is working directly with them to address the concerns mentioned in this complaint.

      As always, they may contact us directly at ************ should there be any additional concerns. 

      Customer Answer

      Date: 12/07/2024

       

      ********** ********
       

      I am rejecting this response because:

      I was emailed a 2nd release to sign on 11/25/24, which I promptly signed and emailed back. I still have not received a check. I will not close this complaint until the check is in my hands. This is a lot of my own money I’ve had to spend on this repair - and it’s now the holidays and it would be appreciated to have this money back. It’s irritating to have paid for the damages and then for my monthly internet bill to continue to be deducted from my checking, all while so much is still owed to us. The first acknowledgement I signed was on 11/11/24 and was told they’d put a rush on a payment to us at that time.




      Sincerely,



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

      Business Response

      Date: 12/16/2024

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

      Customer Answer

      Date: 12/22/2024

       

      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. The reimbursement check arrived this past week and has cleared. I appreciate all of your help!



      Sincerely,



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

    • Initial Complaint

      Date:11/19/2024

      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.
      I was going to give Metronet a try for internet service at the end of last year. Their customer service was so bad I cancelled the service prior to ever using it. After several issues cancelling the account I finally received notice from Metronet that the account was closed and the account balance was zero. I have the e-mail from Metronet. On October 1, 2024 I receive a bill even through the account was closed a year prior. After multiple attempts to clear this up, including sending Metronet a copy of the e-mail from them stating account closed no remaining balance I continue getting ever increasing bills. As of today (11-18-24) I have received a past due notice threatening legal action. I need help driving the point home that I am not even a customer. Or I need to know what I can do to stop the harassing behavior from Metronet. Copies of the referenced documents attached.

      Business Response

      Date: 12/02/2024


      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any inconvenience. 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:11/18/2024

      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 had Metronet internet installed in my home in April 2024, they put the Internet in. They never came back to bury the cables. I've had to call every single month since April to have them come out and bury the cables every time they tell me that they've been buried they clearly have not been buried. I had to send them pictures of how they have not been buried and they will not credit my account. They will not turn my Internet on. They will not come out and do the drop and Bury on the cable, and it is a tripping hazard for anybody who comes to my home cables are 7 feet out into my driveway. They are covered with orange duct tape going across my driveway. There are places where the cable are so long that people will trip over it if they walk and trip on them . absolutely horrendous. They will not do anything for their customer to make the problem right I ask them on the phone why they haven't came out here and buried the cables when they've had the ditch witch out here before they've never fixed the issues they created, they didn't have an answer they simply will not fix the problem and the problem is their problem because they didn't come back and finish their work. When I got irritated with them and started yelling at them telling them, I was turning them into the Better Business Bureau. They told me that that was threatening and that they were going to disconnect the call for me. I also told him that I would get an attorney and take them to court that was also threatening because they wouldn't fix their problem, or send a technician out

      Business Response

      Date: 11/27/2024


      Thank you for forwarding **** ******** concerns and we apologize for any inconveniences they may have experienced. We consider this resolved.  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.

      Customer Answer

      Date: 12/07/2024

      The complaint was not taken care of I will not be paying for services that were not completed and they need to take my balance to a zero balance

      Business Response

      Date: 12/12/2024


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

      Customer Answer

      Date: 12/12/2024

       

      Complaint: ********



      I am rejecting this response because: I have not spoken directly with them about the bill portion they came and removed the equipment and I am still getting bill notifications



      Sincerely,



      ***** ******

      Business Response

      Date: 12/13/2024

      Thank you for passing along the concerns expressed by **** ****** 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:11/12/2024

      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 had fiber installed/set up at my residence 2 months ago. They were supposed to come back and bury the cable within 10 days that never did. I've reached out several times asking for it to be done & warned them that the cable was a trip hazard but this did not seem to provide any sense of urgency. I finally received a notice yesterday that they would be by before end of day on 11/8 to bury the line but nobody ever showed up. At this point, I can't help but think that I have been defrauded by this company & that they have no intentions on burying the cable despite committing to have it done several times. The cable is a trip hazard & someone will eventually be injured.

      Business Response

      Date: 11/21/2024


      Thank you for forwarding *** ********* concerns and we apologize for any inconveniences they may have experienced. We consider this matter resolved. Should they wish to discuss this matter further, we kindly invite them to contact our Customer Service Department at ************ should there be any additional concerns.

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Unresolved
      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.
      Request to receive reimbursement due to damaged caused by Metronet

      Business Response

      Date: 11/15/2024


      Thank you for passing along the concerns expressed by *** *****. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.

      As always, they may contact us directly at ************ should there be any additional concerns. 

      Customer Answer

      Date: 11/21/2024

       

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



      I am rejecting this response because when I contacted the general Metronet phone number, the agents were unable to locate my complaint or resolve the issue without the ticket number. They should expedite my reimbursement immediately. I have been waiting for a resolution, but the situation remains unresolved. Even after escalating the issue to the BBB, their response was to contact the general Metronet number, rather than reaching out to the specific person assigned to handle these types of complaints. Additionally, I am requesting compensation in addition to the reimbursement, as I have spent a significant amount of time contacting them through emails, phone calls, and filing this complaint for about 8 months now. Thank you.

       

      Sincerely,


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

      Business Response

      Date: 12/02/2024


      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:10/31/2024

      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.
      Delay in burying cable. Started service in March 2024 and line is still not buried almost 8 months later. Have called multiple times and stopped in local office twice to resolve this issue.

      Business Response

      Date: 11/11/2024


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

      Customer Answer

      Date: 11/12/2024



      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:10/30/2024

      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.
      On 10/23/24, I was charged 92.95 for my metronet service. Account number *******. On 10/29/24 I lost service. It is 10/30/24 and I still have no service. I tried accessing my portal and the page would not come up. I called the number associated with my payment email (invoice number ********) and entered my account and it said it did not recognize an account by that number. I also tried my phone number, same result, did not recognize my phone number. I then called the Tallahassee number for support and same result except when I sat on hold to talk to someone I then got a message there was an outage in my area. How can they determine that when they aren't even recognizing my account. I've been on hold for over 25 minutes now and it is clear they have no support. I'm tired of paying the contractual price and not receiving the contractual service. I want a full refund.

      Business Response

      Date: 11/05/2024


      Thank you for passing along the concerns expressed by Mrs. ****** 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:10/28/2024

      Type:Customer Service 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 called requesting if their company provides service to the area I am moving to in the same city I live in now. Was told they DO NOT. I kept getting texts saying my order will be processed and my appointment is scheduled for a time. I NEVER SCHEDULED ANYTHING OR GAVE THEM ANY PERSONAL INFO OTHER THAN MY NEW ADDRESS. The girl I spoke to on the phone was rude and non apologetic. She said it was processed. So whomever they charged I feel sorry for. I keep looking at my accounts and it doesn’t show any charges…. Yet and better not as I did not give out any personal information.

      Business Response

      Date: 10/29/2024


      Thank you for passing along the concerns expressed by Mrs. *******. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint. We apologize for any inconveniences they may have experienced. 

      Customer Answer

      Date: 10/29/2024



      Complaint: ********



      I am rejecting this response because: I also want to reiterate that after I spoke to the young woman that told me I was charged already and my appointment was all set and I explained to her once again I never set up an appointment I received an immediate text saying my appointment was canceled then received another one about an hour later stating my appointment was all set AGAIN!  Please just get all of my information off of your computer as I DID NOT CONFIRM AN APPOINTMENT OR GIVE ANY OTHER DETAILS OTHER THAN MY NAME AND THE ADDRESS I AM MOVINT TOO. I already have a provider now for my internet. Thank you. 



      Sincerely,



      **** *******

      Business Response

      Date: 10/30/2024

      There was a typo error on a different account with a similar phone number and prompted the message to be sent out for their payment & account creation. The number has been removed as of 10/29/24.


      There is no open account for Mrs. ******* in our system or personal information related. She will no longer receive any communications from Metronet. 

      Customer Answer

      Date: 10/31/2024



      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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