Complaints

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• Initial Complaint

  Date:04/04/2025

  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.

  On 4/1 internet went out. ******* the owner from foothills set up the tech to come out next day. He did not discuss nor disclose fees/cost in that conversation. Email confirmation ticket for the technician to come out did not disclose any fees/cost. Technician who came out didnt disclose this until it was too late- meaning the supposed issues was ours and wed have to pay regardless if it got fixed or not. My total cost they charged me was $52.10 I asked to speak to a manager. Still waiting for a call back. Also, when I followed up with the office receptionist, she told me the reason why the owner ******* didnt tell me the disclose fee/cost was because he was putting his kids to bed Also, they damaged my sewer line when installing fiber line (there equipment went through my sewer) they still have yet to pay that plumbing bill! Foothills represent ******* ****** came out that day when the damage was discovered and approved the work- and now they are questioning everything and as of yesterday still has not paid even though the plumbers has takin charges off the invoice (that was approved by foothills representatives previously). I do not want a lien on my house because of the damage they done to my property because of them not paying the bill. That total is $3,970.28 Also I asked once why they hadnt pay & told me its not my concern and that it was between foothills and the plumbing company. It has given me stress & anxiety (including sleepless nights) knowing theres an unpaid bill and the potential of a lien being placed on my house as its been since January 13th. Also, sewer backup is not fun in the house, and I didnt complain about the clean up mess and other damages it did inside my house. Theres a lot of attachments. I hope all of them go though and theres more to the story. If you need additional information please reach out. But Im out remaining characters. Thank you for taking your time with this complaint. I hope all makes sense.

  Business Response

  Date: 04/09/2025

  RESPONSE: 

  Ms. ****** initial complaint centers around a service call and repair on April 1, 2025. On 3/31 Ms. ***** sent an email to Foothills notifying it that her internet went out and requesting follow-up.  Within minutes of receiving her email, Mr. ******* ****, COO of Foothills, called Ms. ***** at 8:22 pm and agreed to send a technician out to her residence at 8 am the following morning. Additionally, when the technician arrived on site, he informed the resident who answered the door that  there could be a charge for services depending on the reason for the repair needed.  When the technician looked at the issue, it was determined that the repair was customer caused and there would be a $50 fee applied which was shared with the resident.  Subsequently, Ms. ***** decided that she did not like the charge and cancelled her service.  Additionally, when Ms. ***** came in to pay the $50 fee, she indicated that if Foothills would waive the fee, she would write a good review; otherwise, she would leave a bad review online.
  
  Ms. ****** next complaint concerns her sewer line that was damaged when the fiber line was installed.  Specifically, she expresses concern about the plumbing invoice in the amount of $3,970.28 and her fear that there would be a lien placed on her house.  Foothills used contractors to install fiber optic cable along the road in ******* where Ms. ****** residence is located, and Ms. ****** sewer line was damaged during installation.  Ms. ***** has not and will not be responsible for any of the costs associated with repairing her sewer line.  Foothills and the plumbing company have reassured her multiple times that she will not be responsible for any bills and there will be no lien on her house.  Foothills has gone above and beyond to ensure that Ms. ***** remains whole and will not have any out-of-pocket expenses.
  
  For a more detailed explanation, It was determined by the Town of ******* that during the process of installation the sewer tap near ********** residence was damaged near the road.  A plumbing contractor found the issue with a scoping tool, and Ms. ***** paid for the plumbers services. Once it learned about Ms. ****** out of pocket expenses, Foothills Broadband reimbursed Ms. ***** immediately for the cost of this service (see receipt attached).  Town officials had determined that a 10 foot section of the sewer pipe from the pavement would need to be replaced and informed the homeowner. However, the homeowner did not share this information with the plumbing contractor but instead indicated that the entire sewer line from the road to the house should be replaced and would be covered by Foothills. Despite this being a much bigger replacement and repair than was warranted or required, Foothills agreed to pay the cost for the total replacement.  Additionally, during the sewer line replacement, the plumbing company damaged the water line in Ms. ****** driveway.  It is over this expense regarding the damaged water line that Foothills is in negotiations with the plumbing company.  However, this matter will be resolved between Foothills and the plumbing company and will in no way be Ms. ****** responsibility.  In addition to covering all of these expenses, Foothills voluntarily came out and graded the area where the plumbing repairs had taken place and applied new gravel to her driveway at its own expense totaling approximately $7,000.00.

   

   

   

   

  ******* **** | COO

  Customer Answer

  Date: 04/10/2025

   
  I am rejecting this response because:
  
  Yes. I did say that depending on the outcome regarding the $50. would determine if Id leave a good/bad review. Also, yes Foothills had verbally took on the responsibility of the entire plumbing bill when it was determined they were at fault. Yes, Foothills agreed to pay the cost for the total replacement. Yes. Plumbing company assured me they wouldnt put a lien on my house. Other than that, lets just say recollection may vary.  
  
  
  Had foothills never drilled through by sewer pipe, non of this headache would have happened. It still concerns me its been three months & the bill has not been paid and I can still be concerned about a lien with an unpaid bill for work done to my property that was caused by Foothills Broadband.
  

  Business Response

  Date: 04/10/2025

  The Plumbing bill is being closed between Foothills Broadband and the plumbing contractor and both companies have assured Ms. ***** this will be resolved without her needing to do anything.