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:05/07/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We had an account setup and numbers ported to this company without any permission, knowledge etc. I would like more information how this was done. Allowing random people to setup accounts and port numbers from a different carrier is fraud. Just responding that you can call ******* and get back your numbers is not an adequate response, Besides for the fact that it was a huge hassle getting back my numbers as the lines were ported from a fios residential, to a copper business. It was not so simple for ******* to just port it back to ****, it took like 2 weeks to figure it all out. I also lost my ******* grandfathered plan and I am now paying a higher phone rate! I am not just complaining and  curious - I would like to know what transpired - What information was used to open and port my numbers? Is and what info of mine is compromised?

  Please can I Have more info on what happened what info was used - Thank You 

  (verizon did not alert me about any ports etc (confirmed to me by ******** (which they always do when porting out) which makes me very concerned who this scammer was - an insider?)
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/14/2025

  Good afternoon,

  We had an account representative reach out to Mr. *** yesterday to assist with this issue. She is working to resolve the service issue on the line and also discussed the process to port the number back to Verizon.

  Best regards,

  Granite Telecommunications 

  

  Business Response

  Date: 05/28/2025

  Good afternoon,

  After reviewing this, we have requested that someone from ******* contact the end user as they were the party that provided the phone numbers to convert.  They will explain the situation to the end user.

  Regards,

  ********************** 

• Initial Complaint

  Date:05/01/2025

  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.

  Granite Telco is practically harassing us to make a sale. We have told them over the phone numerous times we do not want to do business with them. We have even communicated this in writing. Yet they still continue to call any phone number they can find for our business and proceed to argue over the phone about the facts. Their online reviews are pathetic and there are a litany of unsatisfied customers. Combined with the borderline lying and deception about device certification any provider should be warry about partnering with Granite.

  

  Business Response

  Date: 05/02/2025

  Good morning,

  Thank you for reaching out, I will have our CRM team update our database to remove your contact information so that you are not contacted again.

  Apologies for the inconvenience this may have caused.

  Regards,

  Granite Telecommunications 

• Initial Complaint

  Date:04/27/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****viding status in 3-5 business days. After two subsequent calls back to Granite on 4/21 and 4/25 they REFUSED to provide status. In the meantime we submitted a request to *********** be our provider again and at the original residential billing rate (~$50). However *********** said this transfer back to them would result in a $31.00 reconnection fee. *********** never informed us that they discontinued service for us. We were not happy about this but agreed to move ahead. *********** is now our provider again. We placed a report with the *** and Washington UTC. In dispute: $115 with Granite; $31 CenturyLink reconnection fee.

  

  Business Response

  Date: 05/02/2025

  Good afternoon,

  Thank you for reaching out.  This line was ported over to Granite in error; it appears it has been ported back to Century Link and the services are now end dated in our system. In addition, we have issued a credit for all charges $115.00.

  Our apologies for the inconvenience this may have caused.

  Best regards,

  Granite Telecommunications 

• Initial Complaint

  Date:04/23/2025

  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.

  We have had internet issues since we began with Granite in 2023. I continue to not obtain resolution and have had to purchase a backup internet since the one I pay for on a monthly basis with Granite is not reliable. I own a restaurant and we need reliable internet in order to run our business. Attached is email communications that have been ongoing for weeks letting Granite know that we have not had internet in over 3 weeks and have yet to obtain a resolution. My backup internet has exceeded its usage and we will be forced to close our restaurant until Granite fixes the internet we pay for!!!!

  

  Business Response

  Date: 05/02/2025

  Good morning,
  
  Thank you for reaching out. We are working to deliver a hardline internet access to your building, and due to its location on premises we have found some options are not possible due to construction costs. We are continuing to entertain new carrier options as quickly as possible so that we can deliver a stable and reliable hardline connection for your site. The service which you are running on now is a reliable temporary service, however may not be strong enough to run every business function onsite, depending on the number of devices and services you have connected and running. As you have had connection issues on the current device, our team is reviewing the time that it has been onsite for a fair and reasonable credit to be applied to your account. We will be following up with you directly on this portion as well as the hardline internet install.

  Best regards,

  Granite Telecommunications 

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Business Name: Granite Telecommunications Account: ******** Company Filing: ***************** ********************* used Granite for *********only lines for field routers. We had over ********************************** unused and asked repeatedly to cancel them.On November 14, 2023, I emailed Granite asking: Is there any way to get out of this program and discounting services? No one responded.From May through September 2024, we followed up asking for cancellations, SIM-by-SIM billing breakdowns, and a training session to understand their billing portal. They never delivered.We paid $934.07 on August 1, 2024, and on December 19, 2024, Granite confirmed our final balance was $2,456.75.Despite this, Granite handed our account to Altus Receivables, which is now trying to collect $13,285.56 with no justification. Our audit found duplicate invoice data and stacked line items.Were a small business trying to clean up accounts while winding down. Granites billing system and poor support have caused reputational and financial damage.Requested Resolution:Remove account from collections Provide itemized billing and ledger Finalize and close the account at $1,522.68, reflecting our good-faith payment Filed with FCC and CFPB as well.

  

  Business Response

  Date: 04/07/2025

  Good afternoon,

  Thank you for reaching out. Our teams are actively working to resolve this matter and will reach out directly to the client with a response once available.

  Regards,

  Granite Telecommunications 

• Initial Complaint

  Date:03/07/2025

  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.

  ******** are constantly wrong, misapplied payments, then they call threatening to send me to collections. I currently have multiple payments not showing up on my account despite the payment being made. No one in billing will answer the phone, automated message always saying that I am calling outside of business hours. I have left multiple voicemails and have multiple emails which have not been responded to.

  

  Business Response

  Date: 03/17/2025

  Good afternoon,

  Thank you for reaching out, a member from our management team will be in contact with you shortly to discuss your issues below.

  Best Regards,

  Granite Telecommunications 

• Initial Complaint

  Date:02/13/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  Since this issue was first brought to Granite's attention in December, there have been 9 calls and 14 emails to Granite ***************** At the end of every phone call, the customer service representative says that the issue has been escalated and someone from Granite will be calling or resolving the issue. I have not received a single callback as promised and the issue is still unresolved. The few emails that were returned do not specify a timeframe for resolution nor an explanation as to why a ticket that was opened with Granite to disconnect service for a customer on a month-to-month contract wasn't completed as promised and was continued to be billed. 

  Possible resolutions would be the issue remaining open until the matter is completely resolved and the erroneous bills are at a $0 balance or a scheduled meeting or call where a Granite representative attends and resolves the issue during the call.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Tye

   

   

  to the requested date, clearing any bills generated in error, refunding any credits for prepaid service, and rectifying internal staffing issues such as Supervisors such as ****** ******** who fail to take ownership of a mistake and communicate with the customer.

  

  Business Response

  Date: 02/24/2025

  Good afternoon,

  Thank you for reaching out and detailing your concern. Upon review of the situation, we have found that there are corrections that need to be made to your invoicing regarding contract dates for the circuit that is in question. We will be following up with you directly to ensure that there is a sound understanding of what is being removed from your bill and thank you again for your continued communication on the subject.

  Best regards,

  Granite Telecommunications 

  

  Business Response

  Date: 03/05/2025

  Good afternoon,

  A member of our management team reached out to the client and we have gone ahead and credited the entire open balance to close out this dispute.

  Best regards,

  Granite Telecommunications 

• Initial Complaint

  Date:02/12/2025

  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.

  Got a bill from Granite Telecommunications for a business phone! I have had *********** for many years and never thought about going anywhere else and I dont have a business! Called CenturyLink and got nowhere so after speaking to someone at Granite, I was told it had been changed to a business number by someone named ******* **** whom Ive never heard of on 3 February! I never spoke to this business and never authorized this! How can company be allowed to do this without at least calling the phone number and checking to see who lives there? At moment waiting on them to investigate and then I may be without a phone! Please help!

  

  Business Response

  Date: 02/17/2025

  Good morning,

  Thank you for reaching out and we apologize for this inconvenience.  It appears these lines were ported over to Granite in error to due a records issue.  We ask that you reach out to the carrier and initiate a "port back", we will credit the charges that have posted thus far.  If you have any issues at all please reach out to ***** ******* ************************************** and also send an email to that address once the port back is complete so we can make sure the line is end dated and billing stops.

  Best regards,

  Granite Telecommunications 

• Initial Complaint

  Date:01/28/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The assertion by the Business is false, and I have records to show the late fees assessed in error.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/05/2025

  Good afternoon,

  The outstanding balance is not due to late fees, it is from charges the client short paid. This balance started at the beginning of 2023, and Granite has credited more in late fees than we even billed since then. There are no additional credits due at this time and the customer will need to resolve the open balance.  Please advise them to reach out to our customer support team at ************ and an agent will assist.

  Best regards,

  Granite Telecommunications 

  

  Business Response

  Date: 02/06/2025

  Good morning,

  Thank you for your response but our stance remains the same, if the client would like to share any additional information and work through the issue further, they may contact our customer service department, and an agent will assist and engage the collections team to elaborate further.  However, our finance team did a full reconciliation of the charges at hand, and it is not late fee related.  

  Best regards,

  Granite Telecommunications 

• Initial Complaint

  Date:01/27/2025

  Type:Order 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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I would LOVE more communication from Granite concerning this complaint. The problem is that I can never get ANYONE to discuss this with me. The termination fees are not correct. We have 25 locations and each location was charged  different fees and different amounts. Also, we are still being charged for lines that were terminated and charged termination fees. This company is not a company that anyone should do business with - they abuse their power any way they can and give you no customer service. 

  

  Business Response

  Date: 02/03/2025

  Good afternoon,

  Thank you for detailing the concerns regarding your account to us. We have looked into all charges and found that the termination fees that billed were appropriately reviewed and applied to your account in accordance with the contracts that were signed for these locations.We are open to further discussion to ensure that there is understanding on both sides as to when the contracts began, documentation signed by your team at the time, and resulting charges from cancellation prior to the contract being completed.Please let us know if you would like to have a further discussion on this topic and thank you again for reaching out.

   

  Best regards,

  Granite Telecommunications 

  

  Business Response

  Date: 02/24/2025

  Good afternoon,

  ******* *******: the Senior Manager of Small Business team has been trying to connect with you via email and phone calls to discuss this matter and clarify the confusion.

  Please call him back directly to discuss this matter further.

  Regards,

  Granite Telecommunications