Complaints

This profile includes complaints for Socket Telecom, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Socket Telecom, LLC

  2703 Clark Ln Columbia, MO 65202-2432

• 

  Socket Telecom, LLC

  PO Box 7085 Columbia, MO 65205-7085

• 

  Socket Telecom, LLC

  PO Box 7716 Columbia, MO 65205-7716

• 

  Socket Telecom, LLC

  5301 Veterans Memorial Pkwy Ste 103 Cottleville, MO 63376-2299

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:12/06/2022

  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.

  Socket internet company got approval from the City of Columbia to lay fiber optic internet in my neighborhood around August 13th 2022. No one informed us, or asked us about the digging on the property, and I came home to them digging in our front yard with a backhoe to lay the fiber. Three months later I find out that they put a hole in my main water pipeline leaving our house. Dirt had fallen into the pipe clogging it and water backed up into our living room due to the clog. A plumber had to be called to unclog the pipe, our expansion tank on our water heater had to be replaced, and hopefully our flooring and drywall also doesn't need to be replaced. The plumber also ran a camera down the pipe and I quote ,"This clog is 40ft away from your home, that's not normal. The hole also could not have been done by natural causes (tree roots, ect) and someone must have hit it with a backhoe while digging. It's too big for a shovel." We've been trying to get ahold of Socket about fixing it for a month now and no answer. Our home insurance company is also trying to get ahold of them to hold them accountable and they are dodging their calls as well. The CITY is also trying to get ahold of them and no response. It's ridiculous how they are not being held responsible for putting a hole in our pipeline and not even INFORMING US that it happened. The repair of the pipe was estimated between 3000$ and 6000$. We should not have to pay that because the CITY gave consent for them to dig on OUR property. Then damaged it.

  Business Response

  Date: 12/07/2022

  Socket originally received an email on 11/15/2022 in regard to the damages at *** * *********** ** with an estimated invoice of $2900 for damages on 8/19/2022. This was then forwarded on to the field management team. An email reply was sent to the person that reported the damages that we had escalated this for investigation and to allow 7-10 business days for a follow-up.  Due to the Thanksgiving Holiday that timeline was pushed back, however the field management team as well as the Contractor company founder and President are aware and actively working on this complaint. 

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will accept their response, but would like to add that I spoke to the contractor today and can tell you that he showed me the email from Socket THIS MORNING 12/7/22 saying that the pipe needed repair. That was the first message he had received about the complaint. We did give Socket 7-10 day and the only response we ever received was an automated email response saying they would contact us. They never did. It was 23 days since our first interact that the problem was even acknowledge. Within 24hrs of this complaint Socket magically responded. I'm still furious but glad that it has been resolved and I can continue on with life.
  
  Sincerely,
  
  ***** **********

   

   

• Initial Complaint

  Date:10/10/2022

  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.

  In April, representatives of RLM Underground went block to block inserting construction notices at every lot. They followed this by digging holes to bury your fiber optic lines. In the middle of May, they dug five holes in my yard to bury the lines and another to insert the plastic container for joining the lines. In doing this they left a large pile of dirt for three weeks which killed the grass beneath it. Several telephone calls to RLM and Socket to inquire when the lawn would be repaired went unanswered or no response. The notice that Socket/RLM left stated that "Once the construction is complete and the weather allows, we will begin yard restoration as quickly as possible." We have not seen any member of the RLM Underground crew since the end of May. Does this mean that construction is complete? In a telephone call to Socket on Monday, I was told that repairs would begin when an area is complete. When I pressed the Socket representative what "area" meant, she read her prepared response again. Does area mean a street, neighborhood, subdivision, city ward, the entire city of Columbia or even the county of Boone? If it means the entire city, it could be several years at the rate of progress the construction crews are making in the city. This is the time of the year that our yards should be repaired to the level that they were before Socket/RLM tore them up. I have spoken with several of my neighbors who have the same problem and we are tired of waiting for Socket/RLM to come and repair the lawns. Why can't Socket provide grass seed, spreadable black dirt and straw for us to fix our lawns now? If Socket can't do that, would they offer reasonable cash payment for grass seed, black dirt, straw and labor, and we would take care of the problem ourselves/ This is the time of the year that our yards should be repaired to the level that they were before Socket/RLM tore them up. I have spoken with several of my neighbors who have the same problem and we are tired of waiting for Socket/RLM to come and repair the lawns. Why can't Socket provide grass seed, spreadable black dirt and straw for us to fix our lawns now? If Socket can't do that, would they offer reasonable cash payment for grass see, black dirt, straw and labor, and we would take care of the problem ourselves? The people of this neighborhood work hard to maintain their lawns. They are tired of the bare spots and uneven areas caused by RLM Underground. We want them fixed at Socket's expense at they stated on their construction notice (copy attached). Socket is a Columbia company. One would think that they would want to maintain the beauty of the city including the lawns in the neighborhoods. I await your response to this problem.

  Business Response

  Date: 10/10/2022

  Thanks for reaching out. We're sorry to hear you're having this experiencing. Please email [email protected] regarding your concerns.  All complaints regarding ongoing construction to bring Fiber optic internet service to your area, is handled by the field management team. Upon receipt of your email, customer service will forward it to the field for review and follow -up. In the meantime, we have passed on the concerns shared in this BBB complaint. We ask that you allow 7- 10 business days for a response.

• Initial Complaint

  Date:07/18/2022

  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.

  Socket was working in my neighborhood back in February. They were putting fiber optic lines down in between the street and the sidewalk. In doing this work they damaged my lawn. When I came home to see what had happened, I spoke to the supervisor on the job and he promised that it would be remedied. I have an email confirmation stating this. But here is mid-July and they haven&#**;t done anything. They&#**;ve put down seed on my neighbor&#**;s but have done nothing for me.

  Business Response

  Date: 07/18/2022

  Hello. Thanks for reaching out. We have forwarded your concerns to the field management team for review and follow-up. That means someone from that team will be reaching out to address your concerns. Please allow 7 - 10 business days for a response. If you do not hear from anyone by August 2, 2022, reply to this complaint or send an email to ********************************* and we will follow-up on your behalf.

  Customer Answer

  Date: 07/18/2022

  Complaint: 17581923
  
  I am rejecting this response because: 

  I received similar responses in March and April, ****, and as of this date, July 18, 2022, no repair of the major damage of my lawn has been completed.  It hasn't even been started.  It has been over 5 months since the damage was done.

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

  Business Response

  Date: 07/19/2022

  These requests are handled by the field management team. That team is in the field most of the day which is why this is not an expedient process. Nevertheless, we can assure you that we have passed on your concerns and they are being reviewed. 
  
  

  Customer Answer

  Date: 07/25/2022

  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.

  Repair work was completed on my damaged lawn on Saturday, July 23.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/10/2022

  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.

  I came home tonight from taking my mother to the hospital to fund a bunch of men digging holes half way into my yard. They are here from socket internet and they can dig 15 feet into my yard because it's city property. That seems odd to me since I pay taxes all the way to the road. That's litterally all I could get out of them since none of them speak english. No to mention damaging my damaging my brand new burning bush. No one asked for my permission or even notifiedme of this. Oh and then we can talk about all the trash they have thrown into my yard. But when i mentioned calling the police they sure did fill the hiles in quick! Socket seems to be a shady company hiring people yo destroy personal property. Also because I was at the hospital with myother my daughter had to walk from the bus stop past 25 strange men who shes never seen before.

  Business Response

  Date: 06/13/2022

  Hi. We're sorry to hear you're experiencing this issue. We've forwarded on the pictures and concerns to our Field Management Team for review and follow-up. We asked that you allow up to 72 business hours for a response, as they are in the field most of the day.

  In the meantime, please know this is our process for yard complaints, which are a result of the Fiber being brought to your neighbor. While the process to bring your neighborhood faster reliable internet is not always to everyone liking due to the underground construction,  which also sometimes requires us to access right of ways and utility easement, we are diligent in restoring yards and responding to complaints. The yard restoration process will begin in 3-6 weeks once the mainline construction is complete, and once weather allows. Please note that inclement weather conditions can delay this process - we appreciate your patience! 

  Sincerely,

  Socket Telecom

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

  Customer Answer

  Date: 06/13/2022

  Complaint: ********
  
  
  I am rejecting this response because:I tried for days to contact anyone who can help or explain but was unable to reach anyone who would help. The number on the flyer in a yeard a block over is to a phone not accepting calls. I find this terrible business practice. And whether you can or can't dig up peoples private property they pay taxes on is beside the point, we should at least have been notified! What if I had let my dogs out into MY yard (private property) with an unerground fence without looking to see the men in my yard and they would have bitten them? Who would be responsible?
  
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:06/02/2022

  Type:Customer Service 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 ended my internet service on May 31, 2022 with Socket. I turned in the equipment in person with a lady named *****. She looked it over and said I would be all good and she would scan it in. Then on June 02, 2022 I received a bill for $145.00 because of damaged equipment. The equipment I returned was NOT DAMAGED. It might have been dusty because it has been in a corner and untouched, but that is it. I was denied the ability to talk to a supervisor by an employee named ******. I asked to have it back since I was being made to pay for it and I got told no that they would not allow me to have it back. She told me the damage they had recorded was scuff marks. If the equipment received any scuff marks it was in their own hands. I do not understand how it is right that I am being penalized for equipment I did not damage and being denied the right to own it after paying for it full price it.

  Business Response

  Date: 06/03/2022

  When customers sign up for service, they must agree to our terms of service before the order can be placed. In the terms of service, it states that 'Failure to return equipment in good condition will require that you pay for its replacement.'

  
  The front desk receptionist cannot determine the state of returned equipment. She can only accept the equipment and make note of the return on the customers account which was done when ***** ******** returned the two Eero Routers she was renting from Socket while using our service on May 27, 2022 17:05.

  
  One router was returned with cosmetic damage that could not be removed. The other device power cord had cosmetic damages that could not be removed. Therefore, the customer was billed for those damages per our terms of service. A copy of the terms are attached, along with images of the damaged devices. 

  
  Because the terms of service does not list the fees for damaged power cords, we have waived $16.19 fee billed. But Socket will not be waiving the fee for the damage router. The customer is responsible for the damages. 
  

• Initial Complaint

  Date:05/29/2022

  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.

  Sockets Fiber Contractors have ruined my front yard grass in several obvious spots and drove heavy equipment through mine and my neighbors yard leaving ruts ( the ground was very saturated after several days of rain!) They used my driveway for their Ditch Witch, leaving grease stains, many black tread marks and scrapes on the driveway itself. I believe this intrusion on private property goes well beyond the rules of easements!! I would like a response from this company as to when they will make arrangements to power wash the damage done to my driveway from their heavy equipment and when they will replant the grass they have destroyed! This is the time of year my yard looks impeccable and now it is ruined!! I have pictures of the damage but would invite this company to send a representative to view this damage in person. I have been a Socket customer and have referred friends and family to their services. THIS is not good customer service and I expect some kind of resolution.

  Business Response

  Date: 05/31/2022

  We apologize for the inconvenience this has caused. The mainline construction to bring Fiber optic internet service is expected to wrap up in the area the third week of June. Typically yard remediation will begin 3-6 weeks after construction is complete, weather permitting. This is to let the underground work properly settle before remediation starts. Your concerns have been passed on to the field services management team, so they can look into your issue and contact you about the remediation over the next  few weeks.
  
  If you have questions or concerns in the mean time, please feel email ***************** and we will pass on those concerns to the field management team. 

  Regards,

  Socket Telecom Call Center

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

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

   

• Initial Complaint

  Date:05/03/2022

  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.

  I would like to make a complaint against Socket and their sub-contractors who have been working in my neighborhood since January 2022. They have ripped up sidewalks, dug gaping holes, installed tubes that are sticking out of the ground, left the holes open and thrown pallets on top of them, parked their trucks on our streets and abandoned them for at least a week, maybe more, hit three gas lines, and have not been back to work in our neighborhood for weeks. I have tried to get a firm date from Socket as to when the construction will be completed, but I just get the same stock response from their customer service, and they say they cannot provide a date when they will be finished in our neighborhood. How they have handled this installation is unacceptable. I have a huge hole in my front yard with only a pallet covering it. It is a safety hazard for my children. There are gas, water, electric, and cable flags placed throughout our yards, making it nearly impossible to mow our yards. All I want is to see that Socket is actually standing by their work and completing it in my neighborhood within the next month. I want to see contractors working, which I don't, and I want a response from the Socket CEO, not their customer service, since customer service doesn't seem to care to even provide an original response. They only seem to know how to copy and paste and a response that I'm sure they are giving to every other person that has complained about how poorly install of fiber internet is going in their neighborhood.

  Business Response

  Date: 05/04/2022

  Socket apologizes for the length of time construction is taking in your neighborhood.  We are aware of the issues and are working with our contractor to get things finished up and restored as quickly as possible.  We still have some final work to be done, but we should be finished with mainline construction within another 4-5 weeks, weather allowing. 

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

  CEO/Owner

  Customer Answer

  Date: 05/04/2022

  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,
  
  *********************