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: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: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: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!