Complaints

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

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• 

  GigFire

  Las Vegas, NV 89138-1587

• 

  LTD Broadband

  310 W 7th St Bldg 2 Albert Lea, MN 56007

• 

  GigFire

  PO Box 3064 Blooming Prairie, MN 55917

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:07/08/2024

  Type:Product 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 paid $960 on 11/28/23 for internet service. I was with Broadband *** and they were sold to Gigfire. I called and ended our service with them on 2/5/24. They said they would send *************** to pick up equipment and I would receive a refund in 4 weeks for remaining months minus a $150 which I never had a contract with them, so I do not believe this should be withheld from me. *************** picked up equipment on 2/8/2024. I called around 3/11/2024 they said it would be 8weeks for refund. I called again 4/4/2024 and they said they would email that department but they have not returned an answer but did say they received the equipment and said it could take 12wks. I am not allowed to email or call the refund department. The people I talked with said they have no idea why they have not processed the refund or any explanation as to when this will happen. I have been calling weekly to try and get some answers and I am always told they will email the refund department. It has been about 21 weeks now and I still do not have an answer.

  Business Response

  Date: 07/11/2024

  A refund is being issued.

  Customer Answer

  Date: 07/11/2024

   
  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.  I however would like to get clarification as to when I should be expecting this refund and the amount I will be receiving.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/11/2024

   
  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. I, however, would like to know when I should expect my refund and the amount I should be getting.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/04/2024

  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.

  We have been having issues with Gig Fires internet service for at least a few months now. We pay significantly more for 25mbps than we did with our previous provider for 50mbps (were no longer in range to use previous provider). Our internet is constantly going out, sometimes a few times a week. Every time I call in I receive the same answer, were working on it, but nothing ever changes. Also most of the time that it isnt out it is so slow that we can rarely watch anything without it buffering, especially in the evening. Ive ran a few speed checks when this is going on and were typically getting 2-3mbps download and around 0.5 mbps upload. Im getting so sick of paying what I do for such excruciatingly poor service.

  Business Response

  Date: 06/11/2024

  Dear ************,
  
  GigFire takes customer satisfaction very seriously and are committed to resolving any issues you may have experienced.
  
  After carefull review of your account, we noticed you were maxing out your current bandwidth plan. This was the cause of the slower speeds you were experiencing. To resolve this, we have upgraded your plan to 150/50 Mbps plan at a discounted price of $70 per month.
  
  Additionally, we will be providing a credit to your account for the period of time your service issues. We value you as a customer and hope this has resolved your issues.
  
  Sincerely,
  GigFire Customer Support

• Initial Complaint

  Date:06/04/2024

  Type:Billing 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.

  I pay $70/mo for service from Gigfire for the past 9 months. In the beginning they had my bill messed up and were taking double payments out which took 2-3 phone calls to get straightened out. Service seems to be okay in the beginning giving the fact I live on a lake. As time has passed service has gotten worse and worse. By evening we can't even stream a movie. In April I called to discuss options of increasing speed. The lady on the phone did some technical support with me and decided another hub (I think that is what they are called) would be beneficial and said the best thing would be hard wiring my TV. I have not had to hardwire my TV in 15 plus years, including the beginning months of service with Gigfire, so why now. Anyway, in the end of the conversation it was decided she would send out a hub, which I would receive withing a few days and someone else would call about upgrading my service later that day or the next.Two days later I get a text, NOT A PHONE CALL, stating "the spark plan is not yet available in your area and once available we will let you know right away since we are planning to upgrade all existing customer to the high speed like up to 150/50." A month and a half later, I still have not heard anything else. Do they not have additional speeds between what I currently have and the upgrades they are working on? I don't know because they couldn't call and discuss it with me, they just sent a text. Very poor customer service. It also took longer than a few days to get the extra hub, which didn't improve anything.Today I cancelled my service, one day after they took out my automatic payment for July, and they will not refund me anything; but they did offer me to use the service through the rest of the month. I have never worked with a company that has not refunded (prorated) for unused services.

• Initial Complaint

  Date:05/20/2024

  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.

  I paid $718.03 on 1/1/2024 for internet service. I was with Broadband *** and they were sold to Gigfire. We were constantly getting buffering or no service. So we called and ended our service with them on 3/1/2024. They said they would send *************** to pick up equipment and I would receive a refund in 4 weeks for remaining months minus a $150 which I never had a contract with them. *************** picked up equipment on 3/8/2024. I called 3/11/2024 they said it would be 8weeks for refund. I called again 5/16/2024 and they said they would email that department but they have not returned an answer but did say they received the equipment. I am not allowed to email or call the refund department. They people I talked with said they have no idea why they have not processed the refund or any explanation as to when this will accrue.

  Business Response

  Date: 06/19/2024

  Dear *****,
  
  After reviewing your account, we have determined that a refund of $456.76. This amount represents the prorated charges for the period of time your internet service was canceled to the year to date. A check has been mailed to the address on file and should arrive within 10 business days.
  
  Sincerely,GigFire Support 

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair 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.

  On Feb 5, 2024 we cancelled our service of almost 4 years with LTD Broadband nka GigFire since fiber was installed with our original provider. They have not refunded the unused portion of our annual payment of $960 (at $80 per month)Billing **** indicated the would only refund partial payment for February 5 through May 12 ($91.96 instead of $241.96 as in October 2023 they posted a $150 cancellation fee policy for annual payers on their website (however users were not advised of this change, and all along they promote no hidden fees, no commitments. If they are going to start charging fees then they should have grandfathered in existing users who were told there were NO fees for paying annually.And while I'm extremely frustrated they are not refunding the full amount, it's been almost 3 mos and we have yet to receive the partial refund check they indicated they would provide.The rub is the bait and switch of charging fees when they never notified us at the time of annual renewal there would now be a fee charged. So how were we to even know -- by paying them in advance annual payers were penalized. And they should at least process the refund they said they would issue. I see many others with complaints of not receiving the refund getting their pro rated unused payment withheld. Such a disappointment a company can get by with this despite the numerous phone calls we continue to place almost weekly. But they just keep saying they will email refund **** and let them know. Thanks for any help you can provide to us and the many others.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair 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.

  In July 2023 I cancelled my service after having fiber become available in my area for my internet service. When I called and cancelled my service I spoke with a company rep and I was told they would mail me a refund for the credit I had coming from my prepaid 12 month service plan. After calling the billing department monthly for the last 5 months I still have no refund and the billing desk told me that my refund is still being processed and she would send them another email requesting that they send me my refund. The billing department lady I spoke with said she has no contact number to speak with the refund department. I believe *** or Gigfire that they now go by owes me over $160 that I had prepaid for my service but didn't use. I don't know what else to do other than contact you at the BBB to try to resolve this issue and get my refund money. Thanks *******************

• Initial Complaint

  Date:07/20/2023

  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.

  Canceled services with LTD Broadband AKA Gigfire 7/7/23 due to no service for multiple days, customer service would not resolve the issue. I was forced on Automatic withdrawal from my account or I would have been denied service when I initially singed up for service. I said I declined auto-pay at no avail they withdrew from my account. I was charged for entire month of July and all of August 2023. I cancelled service beginning of July. I called multiple times for a refund for August at the least for no services or products being provided. Statement attached. I am looking to get a refund for august. Ideally I should be refunded for both July and August. I had to close my bank account to be sure no other withdrawals would be made by this poorly run and managed company. **************** has been a big issue with this company anytime I made contact.

  Business Response

  Date: 08/09/2023

  We're sorry to hear about the experience you encountered with our service. We appreciate your feedback and would like to assist you in resolving this matter. Our team is here to help!
  ?I have looked into your concern and have determined the following information:
  - ?Your Auto Pay was set up when you joined us in March of 22. Auto Pay is the standard billing policy for all customers who pay for their service monthly.
  ?- We were not actually charged for the month of August. Your bill for the month of August was generated on July 10th (as is also standard billing procedure) but when you canceled service on July 11th, the generated bill was automatically canceled, and no charge for that bill was ever made to your bank according to our records.
  ?
  ?We apologize that we could not come to an arrangement to continue our business relationship, but wish you the best moving forward. We hope to one day to be able to serve you again.

• Initial Complaint

  Date:06/04/2023

  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.

  This is for an internet service provider. I am paid up through July, 2023. My service went down May 11th or 12th. I subsequently lost my at-home position due to 'attendance'. My service has now been down for 2.5 weeks. I have called almost daily to try and get this issue fixed without resolution. I am now (as of yesterday) being told I have to pay $150 to get my service fixed, unless I want to wait another 2 weeks to get my service restored. I have repeatedly requested a supervisor and they are always 'in a meeting' and I never get a call back. I have requested a refund for my services for (at least) the month I'm going to be without service. I keep getting told a customer service person will call me, and no call. I want my service to be restored asap. I want a refund for the month I will be without service. *I have provided you with proof of the $150 (extortion) fee, that as of yesterday they are now trying to get from me to restore (paid for) services.

  Business Response

  Date: 06/09/2023

  We're sorry to hear about the experience you encountered with our service. We appreciate your feedback and would like to assist you in resolving this matter. Our team is here to help!
  
  On 6/5 we spoke over the phone and discussed a plan of action that our team at GigFire would take to resolve your concern. The very next day (6/6) we had a technician come to your residents and fully repair your outdoor equipment at no additional charge to you. 
  In addition we issued you full check refund for your down time, as well as an additional discount has been mailed to your address. 
  Finally, I'd like to follow up with you within the next week, to ensure that your satisfaction with our service moving forward. I have also provided you with ways to contact me directly, should you ever feel the need.
  
  We sincerely hope this resolves any and all concerns you may have now and moving forward.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair 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.

  After switching to LTD Broadband several months ago I was initially pleased with the speed and reliability. I pay for 25 mbps and got that. After a month that changed. I now either have no internet or slow speed of 1-3 mbps. Ive contacted technical support dozens of times over the last few months. At first they told me they were working tirelessly to resolve the issue. Then it changed to they are working on upgrades to fix the problem, but they cannot provide a schedule. This makes no sense. How can they sell a speed but not provide it while expecting full payment. I have 3 questions that *** refuses to answer:1) Did they initially provide the speed I pay for to bait me, then took it away?2) Why do they need to upgrade, if it worked fine initially shouldnt it be a repair or adjustment?3) If they truthfully have a plan to upgrade equipment, to provide what people are paying for, why do they refuse to provide a schedule for such upgrades?*** is taking advantage of rural subscribers with limited options.

• Initial Complaint

  Date:01/04/2023

  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.

  Hello, We have a continuing problem problem with our rural wireless internet. Our internet ******* is constantly slow. Our internet plan is for a 25 meg ******* and we have been getting 5 to 6 megs at a ping rate of 150 to 600, sometimes it is out completely. We cant stream any movies (which we are paying for the subscriptions to ******** Prime etc) That's what is so frustrating about this ongoing problem and the lack of ******* from **** I have called and called about THE SAME PROBLEM for weeks with ZERO results. I have had several trouble tickets about the same issue starting on Nov 19th. I keep getting the same "canned" response, "Our technical group is aware of the issue and we are working as fast as possible to resolve it" All words, no action!! As *** got 1.3 billion dollars from the Rural ************************ from the ****************** I would expect FAR more from *** and their tech support ***** I'm beyond frustrated with **** When you call their customer ******* line you hear " Welcome to *** your premier rural internet provider!" Really?? Does *** know what that means? The ******************* had an article on June 21, 2022 it is titled "LTD Broadband Promised Fast Internet. Rural ******* Waitsand Waits" How true !!!Sincerely, *********************

  Business Response

  Date: 01/10/2023

  I wanted to follow up with you regarding the internet connection issue that you had reported to us. Our team has conducted a thorough review of your internet connection. We are pleased to inform you that the connection to the tower and your radio are pulling full speed.

  Based on our review, we do not anticipate any further issues with your internet connection. If you experience any additional issues in the future we would recommend in-home networking. This will help ensure that you have a stable and reliable internet connection within your home.

  If you have any further questions or concerns, please do not hesitate to reach out to us. Our team is always here to help.

  Thank you for choosing us as your internet service provider. We value your business and look forward to continuing to provide you with excellent service

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18666116
  
  I am rejecting this response because:  It took 9 weeks  for them to fix the the problem...why? Nothing got done till I involved the BBB...why? A customer shouldn't have to beg the service provider to do their job. As far as the internet working, yes it is. I sincerely hope this is the end of having to deal with a day to day slow or no internet.
  
  Sincerely,
  
  *********************