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:12/22/2023

  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.

  This company came out and installed a box on my house in a location I did not approve of, while I was not home. I called once to have the companys contractors come out and relocate the box. They never came. I called again to request a complete removal of this box because I was not happy that no one has contacted me. Still to this day no one has contacted me about removing the box and repairing the damage done to my home. This company is bad, their installation contractors are worse. I have seen ****** reviews of similar situation. They need to come remove the equipment from my home and repair the damage caused by the installation.

  Business Response

  Date: 01/04/2024

  I am writing in response in response to the above complaint which was received on December 22, 2023.
  
  We apologize for any inconvenience we caused as a result of our *** installation.  We have discussed this matter directly with ************ and have removed the *** and repaired any damage per his request.  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  November 1 Ripple Fiber sent a SEXUAL PREDATOR to our home. He made several LEWD SEXUAL COMMENTS TO MY WIFE. SCARED THE **** OUT OF HER THIS SHOULDNT HAPPEN AND THERE WAS A FELLOW EMPLOYEE WITNESS.HERE IS A DETAILED VERSION OF EVENTS WRITTEN BY MY WIFE

  Customer Answer

  Date: 11/13/2023

  I would like a full refund and Personal Apology and *********** Through Spectrum for 1 year.

  What happens if this doesn't get resolved to my Satisfaction does it stay as a permanent record on there account 

   

   

  Business Response

  Date: 11/17/2023

  I am writing in response in response to the above complaint which was received on November 13, 2023.

  We wish to express our sincere apologies to our customer and his wife who experienced distress due to overhearing an inappropriate conversation by one of our employees to another that was not directed at the customer. We take such matters very seriously and have taken immediate action against our employee. We have reached out to our customer and offered an apology. The company maintains strict policies and has strong expectations of professional conduct by all employees.   
  

  Please let us know if you have any questions. 

  Customer Answer

  Date: 11/21/2023

   
  I am rejecting this response because:It is pure Blasphemy my wife never received a direct apology. This company has a proven track record of a C- Rating With the BBB this should reflect what kind of company they truly are. You left my wide trembling vulnerable then we get our tires flattened. I compl4etely reject any response. The whole world needs to see this. 
  
  

  Customer Answer

  Date: 11/21/2023

  What about the refund and new service with Spectrum for a year 

• Initial Complaint

  Date:10/09/2023

  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.

  Open Fiber, now Ripple Fiber made an unannounced and unrequested installation of a fiber line and fiber box onto my home on 8/24/23. Ripple Fiber has made a poor attempt to repair the damage to my siding, they made a poor attempt to repair the damage by installing a piece of siding found as a remnant at a siding installer. The siding does not match my original siding, I was told by the installer they would have to purchase an entire box for one piece to repair the damage they caused.I have attached a detailed listing of the delays and multiple phone calls/text messages with ********************* of Ripple's ********, ** office. ************** continually gives excuses and continues to ensure me he is taking care of this issue. I only want my home back to its original siding which I paid 35K to have it installed 2 years ago. Open Fiber now Ripple Fiber trespassed and damaged my home after I simply looked at their website checking if fiber was available in my neighborhood..

  Business Response

  Date: 10/11/2023

  BBB,

  A subcontractor replaced a section of siding on ******* house, but the work didn't meet our satisfaction. The problem arose because the subcontractor had to use a different siding texture, owing to a four-week delay with their supplier. I've managed to locate the correct siding, which will be available from another source in approximately two weeks (please refer to the attached invoice). Rest assured; we are committed to fulfilling our promise of complete restoration as soon as the necessary materials are in hand.  I have maintained continuous communication with ***** and have kept him informed about the delay. We eagerly anticipate the opportunity to restore his property.

  Regards, 

   

  **********;

  Customer Answer

  Date: 10/12/2023

   
  I am rejecting this response because:
  I do not trust ***** or Ripple Fiber will follow through to correct the damage they had caused to my home, once the damage they caused is properly repaired, I will consider resolving this complaint.

  ***** stating the work did not meet Ripple's satisfaction is a completely false, ***** made the first poor unannounced attempt to repair my home on 8/28/23 by filling in the holes with caulk, I reached out to ***** on 8/30/23 after noticing this on my cameras, ***** called me back asking me to give him a week or two to find a contractor. 

  On 9/11/23 **** the "siding contractor" stated to me he does allot of side work for *****, **** finally showed up on 9/15/23 after what he stated he exhausted all of his siding resources and "grabbed the closest panel anyone has...unfortunately it's still not very close." ***** was copied on this message, I asked ***** "what are you going to do about this", he read my text and did not reply.

  I sent ***** another text on 9/22/23 asking ***** if he was going to correct my siding issue, 4 days later, on 9/26/23 ***** replied "yes".

  On 9/29, 10/2 and 10/3 I sent messages to the Ripple "contact us" portion Website with no response at all, it was only after I sent an email to the "info@ripplefiber" email on their website that I finally receive a text response from ***** on 10/4/23.

  We later spoke on the phone; he again tries to ensure me he is still trying to locate the original siding that **** was able to find on 9/15/23.

  Does this seem like a person that maintains continuous communication and is eager about anything?

  All of the details of my dealings / conversations I had initiated with ***** were listed within the attachment when I filed the claim, all text messages, photos, videos are available if needed.

  Business Response

  Date: 10/13/2023

  BBB and ****,

  I'm really sorry that you're feeling unsure about this, but I'm actively working on fixing the siding issue to make it right. I've already placed the order, and the vendor said it might take about two weeks. If you want, you can check with them directly to confirm.
  I totally agree that what's been done so far isn't up to par. I want to make sure I fix it to your satisfaction. I promise I'm committed to getting your property back in shape. Thanks for being patient, and I appreciate your understanding in this situation.

   

  **********;

• Initial Complaint

  Date:07/12/2023

  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.

  My husband and I built our dream home in October 0f 2022. Prior to ** moving in, the homeowners decided to allow Open Fiber to install fiber optic high speed internet access throughout our small community. In addition to tearing up everyones yard, several driveways were damaged, including ours. The installation took place in late October and we immediately notified our builder. The builder explained that Open Fiber was responsible and in late November we began contacting them. Since that time we have been told repeatedly that someone will contact us for resolution. We have also been told on numerous occasions that they are coming by your home today. We are not allowed to speak with a manager or allowed to have last names or phone numbers. Finally, 2 weeks ago we received a visit from 2 representatives from Open Fiber. Since that time, we are back to no responses and missed appointments from the company. We do not know where else to turn. We just want our driveway fixed by the people responsible for damaging it. How are companies allowed to treat people this way? We want our driveway to look exactly the way it did when we closed on our home. We closed and less than 2 weeks later it was cracked and damaged, not to mention the yard was never completely repaired. We are left dealing with a company that is responsible for damaging our property and that thinks it is acceptable to ignore the homeowner. Open Fiber has offered to replace the section of driveway that was damaged. Unfortunately, that is no longer an acceptable solution. The driveway is now weathered and will need to be completely restored. This would not have been necessary if repaired back in October or November 2022.

  Business Response

  Date: 08/05/2023

  We attended an appointment set with *********************** at ***************, Tuesday July 11th. At that time we discussed what was a reasonable response to the one broken concrete panel on the driveway. At the time the ******* asked for all the concrete (entire driveway) to be replaced. It was stated that we would not be able to do that since only one of the six panels were broken. However, we did offer to replace the broken and adjacent panel to bring symmetry to the repair. On Wednesday July 12, *********************** accepted the offer to replace the two panels and the work was scheduled. Repairs were completed 7/17/23

   

  Customer Answer

  Date: 08/08/2023

   
  I am rejecting this response because: 

  There are now additional issues that resulted after the repair. 
  

  Concrete was splattered all over the driveway including our garage door. The yard was further damaged. We now have damage in the yard from the original install from 11-2022 and now from the recent repair. Open Fiber continues to ignore our yard concerns and has caused ongoing damage. They also ignore calls and texts. 

  
  

  Business Response

  Date: 08/25/2023

  I have communicated with ******* on multiple occasions to gain a better understanding of the situation. Additionally, ************* from our project management team has also engaged in a conversation with *******************. Her assertion that we have not been in touch with her is unfounded. We have taken the initiative to hire a landscaper to address her lawn concerns, and we are actively working to rectify the issue of cement overspray. Our team is scheduled to conduct an on-site inspection next week.  We are actively working to resolve this issue.
  
  If you have any questions, please give me a call.
  *********************;
  ************

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Open Fiber put cable in the ground in my neighborhood in Feb 2023. They left a two foot section of orange cable sticking up out of my front yard. They caused cracks and created a bump in the pavement while putting the cable in the ground. Im not a customer nor did I request this to be done. I sent multiple emails, have talked to at least three people in their office to bury the cable and repair the street with no results. I asked my town services for help and they sent two requests to the company but still nothing has been done.