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 East Lansing

  737 Filley St Suite C Lansing, MI 48906

• 

  Metro Fibernet

  8837 Bond St Overland Park, KS 66214-1707

• 

  Metronet

  130 W Tiverton Way Lexington, KY 40503-4421

• 

  Metronet

  P.O. Box 1566 Chattanooga, TN 37401

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:10/28/2024

  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.

  We were a Metronet customer of internet services in ********* Indiana until the end of June , 2024. We returned the router, the company confirmed to us via text , that the router was returned. They promised to provide credit of $150.00 for the router , however they continue to send us and hound us about an $84.10 invoice due. I have a long text thread from the company where on more than one occasion, the company promises to provide a credit, but it never happens. Metronet is horrible and not truthful in that they continue to stall paying customer refunds. this has gone on since July....one story after another about equipment having to be checked in etc etc....the company has many road blocks for its agents to screen you, verify you and reasons to not refund customer money. Very unethical. when you ask them to call you, they say they cannot. when you ask to escalate to a supervisor, they usually cannot.

  Business Response

  Date: 11/01/2024

  
  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 they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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.

  During the sales pitch to change over to their services I was promised a $100 gift card if I would change to their services. So after thinking about it we decided we would sign up for their services. We followed all of the requirements and when we didn’t receive our gift card I sent an email. After going back and forth a couple of times they said that we would be receiving it within 3-5 business days I believe. Then we still didn’t receive it so I emailed again and now they have stopped responding. They won’t answer me about where our gift card is. So that is why I have contacted you to try and help me with the false advertising that they are doing and how can I resolve it.

  Business Response

  Date: 10/24/2024

  
  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: 10/27/2024

  
  
  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:10/17/2024

  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.

  My bank account got drained due to unexpected Helene evacuation expenses, so my automatic bill pay was returned. I got no notice of this from Metronet but only saw because my bank charged me fees for it, and manually made the payment of $63.88 before the due date. Metronet decided to add $25 to my balance as a fee for the returned payment and mark it as past due. This was never billed, no statement existed for it, yet they deemed it enough to disconnect my service immediately after the due date of last months bill. Adding reconnect fees on top of that. On the phone they were willing to waive the reconnect fee, but couldn't give me anything in writing showing the $25 fee or a suitable explanation of how it could be due before it was billed. So they basically extorted me out of this amount in order to reconnect my service. I don't so much mind paying a $25 fee as I do the fact that my internet was disconnected, and that I was asked to pay it without ever receiving a bill for it. They refused to bill it and mark it as due the following month.
  
  At this point, the resolution I'm looking for is a refund of the $25 fee, and payment in the form of bill credits for my lost productivity ($50 for each hour my internet was down, so about $150 depending on when it's reconnected). And a change in business practices to clearly bill any fees and mark the due date before marking anything as past due or disconnecting service.

  Customer Answer

  Date: 10/23/2024

  There continues to be weird stuff going on with this month's bill; it shows $28.88 due on 11/16 (I expected the normal amount of $63.88), yet their payments site only says $3.88 is due, and the text message I received from Metronet indicates autopay will pay $3.88 on 11/6. I'm not complaining about a lower amount due, but I'm worried Metronet will disconnect my service again next month if the autopay doesn't pay the amount shown due on the bill. This is their autopay/payment service that doesn't seem to match the bill, and last week service was disconnected because I paid what shown on the bill and the payment service showed a different amount due.

  Business Response

  Date: 10/30/2024

  
  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:10/09/2024

  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.

  Delay in burying cable.

  Business Response

  Date: 10/21/2024

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

  Customer Answer

  Date: 10/21/2024

  
  
  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. I am pleased with response.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/08/2024

  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 am filing this complaint on behalf of ******** ********* Church located at **** ****** **** *********, KY ****** I am an Elder at ******** and have attempted a resolution both locally and through the national office in Evansville IN. So far, I have been unable to "speak with" any one in management and all communications are via email only. I have been told that Metronet supervisors to no speak with customers
  The matter in dispute is regarding a request to move Metronet service from our historic church building on **** Street, which is being restored, to our temporary location. I coordinated with the supervisors responsible for the move often to ensure that we did not lose business operational status during the transfer. The notice for the transfer in service was sent well in advance and the specifics of the move were clear. The transfer went relatively well, what the church did not know was that Metronet opened a 2nd account for the temporary location, paid through a bank draft, while still paying the ongoing monthly fee, via bank draft, for the **** Street location.
  The dual bank drafts resulting in the church paying a full 12 months of charges for the services which were clearly intended to be transferred. Once the church became aware of the overpayment, a request for the full refund was made, the only response is that Metronet will only refund 90 days vs the full year of bank drafts drawn in error. The church has received the 90-day refund but feels that a full refund should be made in this circumstance. The church's intention to transfer a service, not start a new service, has been documented and explained, via email, each requesting an opportunity to speak with a Metronet supervisor and each request has been decline, or ignored. I feel that Metronet's refund policy is unethical and unprofessional. The resolution we are seeking is the refund of remaining overpayment. Letter sent to Metronet CEO **** ******** 9/9/24

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not resolve the issue of the complaint.  Waiting for a final resolution 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 10/28/2024

  
  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 and the amount charged are accurate. Should **** have any additional concerns, we invite them to contact our Billing Department at ************.

  Customer Answer

  Date: 11/14/2024

  I still hold that our complaint was not resolved to our satisfaction.  The church still lnows that Metronet inappropriately withheld payments for a closed account.  Metronet has yet tried to contact us to discuss the matter. Very difficult company to work with.  The one comment made to me early in my dealing with Metronet (Our supervisors do not speak with customers)  rings true throughout the organization   I do not want our complaint to be removed from BBB

  **** ********* 

  ******** ********* Church. ********* KY

• Initial Complaint

  Date:10/07/2024

  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.

  In may of 2024, I contacted Metronet to terminate my service with their company, as we closed our location where their services are provided. We returned our router to their company and was informed we would be have to pay an Early Termination Fee. I explained that we are unable to move their services to any of our locations because they don't provide any to them areas. They were unwilling to be reasonable. After sending our router in, we reviewed our bill in July. We noticed they removed our router from the billing but continued to bill us full rate, even though we no longer had the means to use their service. I had contacted them gain, to stop this billing as we cancelled their service. Upon review with our accountant, they continued to bill us through September for services we cancelled. This company continued to bill for services we were no longer receiving, violating our cardholder agreement and their merchant for credit card processing agreement. I contacted their company today 10/4/24 and requested to meet in the middle for them to waive the remaining amount. I was not able to speak to a supervisor, was given then run around by an employee saying he can't waive any fees. This company violated a cardholder agreement by continuing to bills for a service, but they expect us to be held to the original agreement. I even explained they would spend more money to take us to collections that we will dispute, than they will ever receive from the business.

  Business Response

  Date: 10/09/2024

  
  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 ***** have any additional concerns, we invite them to contact our Billing Department at ************

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have contacted their customer service.  This company doesn't allow you to speak to a supervisor and hides behind first level employees.  They knowingly continued to bill us monthly after we cancelled our service.  That means they continued to violate not only their terms and agreement, but also their merchant agreement as they continued to bill a customer monthly which was not agreed upon or in writing.   This company has poor billing practices and ethics.  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 10/14/2024

  
  Thank you for forwarding ******s concerns. The parties involved in this matter have attempted to work together toward an amicable resolution but have been unsuccessful. Should Kenny wish continue discussing this matter, we kindly invite him to contact our Business Billing Department at ************. 

• Initial Complaint

  Date:10/04/2024

  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 damaged my lawn and landscape for installation of there lines and have not repaired yard properly.

  Business Response

  Date: 10/04/2024

  
  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: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is still a large section of grass that has not been addressed and is now a big mud mess. and was nice grass prior to the installation of the lines and box.

   

  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/09/2024

  
  Thank you for forwarding ****** concerns and we apologize for any inconveniences they may have experienced (or any misunderstanding that may have occurred) . We have attempted to contact them 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.

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: metronet rep left me one voicemail and i responded a few hours later. they said they would look into the issue but there has not been a complete resolution offered 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/22/2024

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

  Customer Answer

  Date: 10/23/2024

  
  
  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:10/04/2024

  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 was visited by a representative that was going door to door and they explained Metronet's high speed connection and threw in a bonus that my first month of service would be free. I signed up thinking I got a deal, a technician came out and installed my Internet, made sure it was connected then left. Fast forward to today I received a bill for $500. Not only was I not told about an installation fee, but my signature was forged in the installation paperwork, and I was still being charged every month even though I decided not to continue with them after the first free month. I have not been using their services, I have no card connected to my account, yet the charges keep piling. When I brought this to the attention of the chat agent I was told the technician did not forge my signature because I was present for service. Excuse me?! Initialing that form meant I understood the terms, conditions, and the service I was getting. That should be signed by the customer, not the technician.

  Business Response

  Date: 10/16/2024

  
  Thank you for forwarding ******'s concerns and we apologize for any inconveniences they may have experienced (or any misunderstanding that may have occurred) . We have attempted to contact them 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.

• Initial Complaint

  Date:10/02/2024

  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.

  Subject: Request to Retain Internet Service and Address Customer Support Issues - Metronet
  
  Dear BBB,
  
  I am filing a complaint against Metronet regarding their decision to terminate my internet service, despite my desire to continue as a customer, and the poor support I received while addressing technical issues.
  Background:
  
  I have been a Metronet customer since July 25, 2024. I experienced latency issues with Riot Games' VALORANT and contacted support to inquire about reducing latency by using a static public IP. I suspected CGNAT might be affecting the connection.
  
  The latency issue was resolved after an update from Riot Games, but Metronet support often provided inconsistent or inadequate responses during this process.
  Termination of Service:
  
  On October 1, 2024, I received a letter from **** ******* ****** Vice President of Regulatory Affairs, stating that Metronet would terminate my service as of October 30, 2024, citing "inability to meet my needs." I did not request termination and wish to continue service.
  Key Issues:
  
  Unjustified Termination: I want to keep my service and have not breached any terms.
  Inadequate Customer Support: Support was unable to resolve simple technical inquiries.
  No Contractual Basis: Metronet’s terms don’t support service termination for this reason.
  
  Resolution Sought:
  
  Retain my internet service beyond October 30, 2024, and allow me to continue paying as usual.
  Improve customer support for technical inquiries.
  
  I want to continue as a Metronet customer. I hope the BBB can assist in resolving this issue. I’ve attached the termination letter for reference.
  
  Thank you,
  ******* ****** **** ******** *** ***** ** ***** Account: ******* Email: *******@mail.lcc.edu

  Business Response

  Date: 10/16/2024

  
  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.

  Customer Answer

  Date: 10/18/2024

  
  
  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.

  After receiving the complaint, the business pushed this further up the chain and was able to make it so that we can continue using Metronet.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/24/2024

  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.

  Metonet construction has been destroying my property and using it as a parking lot for their equipment since they started. I have been filing complaints with no resolution and more damage everything they show up.

  Business Response

  Date: 09/30/2024

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