Complaints

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:01/22/2025

  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.

  Service disconnected 10-13-2024. Credits since then are $224.11 12-1-2024 and $37.34 1-1-2025. Still no refund check received. Many phone calls to no avail. Never able to talk to a manager his name is ******* ** I have also spoken to ******* ****** a few times - customer service number is 913 825-3000. Please help me get my refund. Thank you

  Business Response

  Date: 01/24/2025

  ******** 

  I apologize for the delay in getting your refund. Unfortunately, due to the holidays in December and then the storms earlier this month, the 30-60 day period for receiving refunds was unachievable. However- I have good news! Your refund was sent out yesterday and should get to you within the next 7 days. Please let me know if you do not receive the check within that time frame and I will work something out with you to make sure you have it in hand. 

• Initial Complaint

  Date:01/15/2025

  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.

  my husband and I used to live in Olathe and had an account with Everfast. We sold our home last summer and we closed our account with them in June. We have a $21.46 credit on the account and they send us an electronic statement each month reflecting this. I have called multiple times (almost every month) about them issuing our refund to us and to stop sending us statements. Every time I call I am told they have escalated the situation and it will be taken care of or someone will be reaching out and nothing ever happens. It is a very corrupt business practice to hold on to someones money and not issue their refund after an account is closed. Also there is no supervisor ever available to do anything and they just continue to keep our money and do nothing. I also said I could drive to the Lenexa location to pick up my refund but they said the location is not open to the public. Super frustrating as a former customer to be treated this way and we are going on 7 months of this situation. It is not a legal or good business practice to hold on to refund money and refuse to return it for month after month. This business needs to do the right thing and resolve this situation.

  Business Response

  Date: 01/20/2025

  Gina- 

   

  I apologize for my delay in response. I wanted to make sure I had a resolution for you before I reached out. I am showing that we sent your refund of $21.46 out on 1/13/25. I apologize for the delay, I think there was some miscommunication between reps you spoke to and the internal billing team. This was sent to the Spring Hill address as requested to one of our reps on the phone. Please give a few days to ensure that this gets to you, but please let me know when this gets to you! If you do not see it within the next 7 days, I will get something figured out with our billing team to make sure it gets to you. 

  Customer Answer

  Date: 01/22/2025

  
  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 received the refund check today. Thanks for your assistance. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/27/2024

  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.

  In Nov Everfast Fiber Cable shut down their cable service and changed to a streaming service which was even more expensive that their previous offering. This was very inconvenient and there was line in front of their office. Could never get through on phone, so had to go to their office with a broken leg to get the new box. Got home and info said I needed a new tv to use it, so I decided until I could get that set up I would not do their device as I had never opened it up, and took it back to their office where their employee, Joel, said no problem & I would not be charged. Since then I have received bills with the large initial charge still on it, and I am not able to pay for just the internet online. I have called and was told even the big bosses could not see how to correct the online account so I could only pay the internet charge. Instead I have to mail that amount in - also having to drive to USPO with broken leg. I have also emailed this company and they never respond. I do not want any more of these incorrect demands for $ for a service I have never used, and I do not want report of non payment sent to credit agency & my credit affected. This company seems to have a pattern of non responsive & bad service.

  Business Response

  Date: 01/08/2025

  ****** 

  I have credited $150 to wipe that balance and give a little extra to your next bill. I apologize for this inconvenience, the rep you were working with is no longer with the company. We want to do right by you so we added this credit. This will hit your account on your next bill cycle, the 25th. I appreciate you continuing to pay the internet portion of your balance even with all the extra bill hassle. Please let me know if there is anything in the future that I can do to assist you! 

  Customer Answer

  Date: 01/08/2025

  
  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:12/06/2024

  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.

  Customer service is a joke. I was doubled charged for services when they made the switch of services. I called, they said they would take care of it. A month later, got the same bill. Called again, said they would adjust to xxx amount. I paid that amount. This month got a bill for the original amount... plus late fees. Called...they couldn't resolve the issue, couldn't connect me to someone who could, couldn't release the name of their management. Now I am getting Needless to say, I can not recommend tis company and will be switching services as quickly as possible. I can not say enough about how poor their customer service is.

  Business Response

  Date: 12/10/2024

  ****** 
  
  I apologize for our customer service not meeting your expectations! We strive to give each of our customers a customized experience and resolution, and it sounds like our communication was lacking in this case. I am seeing that the rep you last spoke with on 12/4/24 added a credit for $379.97, which takes care of the previous balance and the newest balance that is not yet due. This will hit the account on your next billing cycle on 1/1/25. You are a valued customer and I would love to make this right. Customer service reps will be coached on better communication and resolution skills. Please give me a shout at **********************************m so that we can discuss anything further you may need from us as well as get you an individual contact to reach out to instead of customer service to ensure this never happens again.  I would love to save you the hassle of switching to another carrier and make this right. 
  
  I am providing a screenshot to show you the credit that will reflect 1/1/25. Please do not pay anything until after 1/1/25. 

• Initial Complaint

  Date:11/02/2024

  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 terminated my account with Everfast on September 23, 2024 and had to drive to their location as no one answered the phone. I spoke with **** and showed her my bill for October and **** told me not to pay the bill as it was to pay for October. **** signed and dated my statement. When I got another statement in October I sent a copy of the statement which **** signed and stated if Everfast contacted me again, I will be sending a complaint to the BBB. While I was waiting for over 30 minutes to speak to ****, numerous other customers were also waiting to get assistance, no one was happy to do poor customer service. One lady was there because she terminated her account several months earlier and was still having money automatically withdrawn from her checking account and was looking to be reimbursed. I started out with Surewest which was great, Fiberfast is pathetic and I do NOT OWE THEM ANYTHING! Thank you for your assistance. *** *******

  Business Response

  Date: 11/15/2024

  ***-
  
  Thank you for bringing this to our attention. I have taken a look at the account and saw that our system did not properly prorate your account as it should have, so I have added a credit to null out your balance and give you back the portion of the month that went unused due to your cancellation being between bill cycles. This will reflect once the next bill cycle populates (on the 1st of each month) and will be sent out to you via check in the mail. Please let us know if your service address with us is no longer the best mailing address for you. I apologize for this inconvenience and appreciate your patience with us! 
  
  Thanks, 
  

  Customer Answer

  Date: 11/18/2024

  Seeing is believing as Evefast has indicated they will send my refund in next billing cycle which occurs the 1st of the month so I will have to wait until December to see if I get my refund. And hope this complaint stays open until then. Thank you very much for your assistance!   ***

• Initial Complaint

  Date:10/29/2024

  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.

  On September 14, I canceled all my services (internet, cable and home phone). I was given a ticket number. I called back on the 24th of September after receiving a bill. I spoke to the same person, Amber, who said she made a mistake on her end but would fix everything. On October 28th, I received a pink past due notice in the mail. I called today 10/29, and spoke to Harrison. He said I never cancelled my internet. He said he would put the change through but recommended I pay the entire past due bill. He would not assist me anymore and said there was nothing else he could do. I should not owe anything and in fact should receive some sort of refund since we prepay for Everest services. I worried that this past due bill issue with affect my credit score even though I did cancel the service.

  Business Response

  Date: 11/11/2024

  ****, 

  Thank you for bringing this to our attention. I have checked in our system to make sure that your account is disconnected and backdated to the date you first requested. I attached an image of our system reflecting the backdate of 9/14/24 for your records! Due to this not being done properly by one of our reps before, the order to disconnect the services was not completed until 10/31/24. In order for the balance to reflect the backdate and reflect a credit, this will have to go through the next billing cycle which for your account will be 11/25/24. I advise you here as well to not pay the full balance as it is not truly due. Once the bill cycle passes, as long as you are not moving from your residence, your refund check will be mailed to the service address that was on file. I have confirmed as well with the internal staff that this situation will NOT have any effect on your credit score and will not be sent to collections or anything of the sort. I sincerely apologize for the inconvenience this has caused, as this is not the way we aim to do business nor is this the experience we want our customers to have with us! If there is anything else I can do to be of further assistance to you, please do not hesitate to reach out. 

  Customer Answer

  Date: 12/10/2024

  Per the response from Everfast I understood that a refund would be processed to me after the November billing cycle.

  Since that response I have received a pass due notice dated November 20, 2024 indicating an amount due of $191.31.  That notice was followed up with a monthly statement dated November 25, 2024 with an amount due of $187.32. 

  As of today I have heard nothing further from Everfast regarding the promised refund.  I just want this entire process handled and finished.  

  Please someone help me and all the others being treated this way by this company.

  Business Response

  Date: 12/18/2024

  ****- 

   

  I apologize, I thought that a previous rep had relayed to you that the refunds typically take about 30 days to make it to your address. That is 100% on me for letting you know myself, I am so sorry! I have checked in with the bank we partner with and they are working on sending your check out with your refund. The timeline given to me with the holidays, is delivery of check by December 30th. As for the past due notice and monthly statement, I am checking with my billing team to see why the system sent these out. In the system, I do not see any charges and only see the refund amount so I can assure you that there is nothing owed and I am looking into this further. I sincerely apologize for all of the inconvenience these multiple situations have brought, but I appreciate your patience with us as well. 

• Initial Complaint

  Date:09/22/2024

  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.

  9/11/24 - we called to cancel service. We were told we'd have to speak with the cancellation department, they were not available, but would call us back later that day. 9/12/24 - we returned their equipment to their office. I called later in the day and was told it can take 7-10 days for the cancellation department to contact us. 9/20/24 - I called the company since they have not called us back, and I was told that the system indicates service has been cancelled. 9/22/24 - we received a bill for service for 9/17/24 thru 10/16/24. Any attempts to concact Everfast today will be unanswered because their hours are limited to weekdays, and short hours on Saturdays. They have NEVER called back. Note: In June, 2024 - the "landline" was not working. The service guy said they'd need to cut into the ceiling to repair a short in the lines within the house. Obviously, this would have meant additional repairs to ceilings. Or, we could get VOIP phones. Once VOIP phones were setup, Caller Id did not work. A call to Everfast resulted in a change to how the account was configured in their system to fix the caller Id problem. Once that was resolved, we tried the old phones and everything worked fine. This would have been a very expensive deal if we would have allowed them to cut into the ceiling - for no real reason.

  Business Response

  Date: 11/25/2024

  ***** 
  
  I apologize for how long it has taken us to reach out about this complaint, and I appreciate your patience with us. Between the time this complaint was filed and my response, your account was cancelled out and back-dated to 9/11/24. I am also seeing that we have a credit due to you for a total of  $42.78. This will be sent via check to the address we have on file from you within 60 days. 
  
  The technician you had experienced that told you that we would need to cut into the ceiling and do extensive work has also been coached about this situation. We apologize for the misinformation that was given to you and are happy that we were able to find a different way to resolve the landline service issues. 
  
  I am providing a screenshot showing that your account was backdated and cancelled, as well as a screenshot of the credit that will be sent out. I am sincerely sorry for the experience you had with us while trying to cancel your services and with our technician. I sincerely apologize on behalf of Everfast Fiber Networks. If there is anything else I can do to assist you further, please let me know! 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  On Sept 24 I was told that the refund would be issued, by check, in 30-60 days. It has now been 63 days. I cannot consider this matter closed until a check has been received, deposited, and cleared.

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

  Business Response

  Date: 12/02/2024

  ***** 
  
  I completely understand not wanting to mark this as resolved until you have your check deposited into your account. The way the billing system works with our bank, requires the bill to go through the bill cycles. Your next one is the 17th, so at the latest, your check will go out on the 19th. However- We are doing our best to see if our bank will make an exception and send the check out this Thursday. 

• Initial Complaint

  Date:08/14/2024

  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.

  This company makes is impossible to cancel it's service. Phone calls on hold for hours, then transfers and hold and hold and disconnected. Then call back and "everyone is busy". Then I call back and still no one is available to cancel my service and I'm billed again. It's a horrible company and it shouldn't take this long to cancel a horrible service and horrible company.

  Business Response

  Date: 11/25/2024

  ******* family, 
  
  I apologize for how long it has taken us to reach out about this complaint, and I appreciate your patience with us. Between the time this complaint was filed and my response, your account was cancelled out and backdated to 8/14/24. Due to your overpayment previously, I did add a credit onto the account to correct the balance due back to you. This brings your total refund to $125.91 and this will be mailed out to you within the next 60 days to the address on file. I have attached a screenshot of the 2 credits that are bringing your total refund to the $125.91 as well for your records. I am terribly sorry for the experience you had with us while trying to cancel your services and do apologize on behalf of Everfast Fiber Networks. If there is anything else I can do to assist you further, please let me know!