Complaints

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

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  Omni Fiber, LLC

  4680 Parkway Dr Ste 450 Mason, OH 45040-7979

  
• 

  Omni Fiber

  255 Center St Seville, OH 44273

  

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:07/10/2025

  Type:Product 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 about December 1 2024 I had a door to door salesman come to my door and sign me up for service which included a free month. During the free month of service i had fantastic internet speed and quality. After the first month of service the internet began having issues, I had numerous techs out and they trouble shot what they could. They informed me if the problems still persisted that they would have to run new lines. After experiencing non connective issues, lagging and spotty internet I called in to voice my concerns. I was on the phone with them on July 10 2025 for 1 hour and 24 mins trouble shooting what they could remotely. I had been contacted by a competitor that was offering something better. The customer service associate said to take this deal as they would not offer anything comparable.

  Business Response

  Date: 07/11/2025

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

  Thank you for your feedback Your feedback is invaluable to us.  We are currently reviewing your account and listening to past interactions.   I will reach out to you once I complete my research.

   

  Thanks,

   

  Mark A******** 
  Customer Service Manager

• Initial Complaint

  Date:05/10/2025

  Type:Delivery 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 got service in November 2024. I have continued to have service every month and was promised a gift card for having service for 3 months. I called at the end of the 3 month period and was told that I would receive the gift card via email within 6-8 weeks. I waited until the 8 weeks had passed only to be told that they were still processing it. I have called numerous times to see when I will receive the gift card only to be told over and over that it should be sent to my email in the next week or so. However, several weeks have gone by and still no gift card. Also due to frozen ground when my service was initially installed, we were told that the installer would come out the following week to bury the cable line. They just came out a few weeks ago after several calls to schedule that and no action from the company. After getting the run around for these issues, I am disappointed that I chose to go with this company for service.

  Business Response

  Date: 05/11/2025

  Dear *********,

  Thank you for your feedback. We're
  sorry to have disappointed you. I will look into this and reach out to you.  

  Thanks 

• Initial Complaint

  Date:05/06/2025

  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.

  We tried to have it installed in our house. First the installer wanted to cut our cable lines. Which we have used ******** for years. But the price increases never stopped. So we tried it after the 2 hours to install it. Then we told nothing and shown nothing other then it worked the installer explained nothing at all. We tried to use our streaming services and it just kept freezing. Then we had guys come door to door to try and say I get 3 months free and then they said the install would require a supervisor to witness the install. So I agreed to the install. But told my wife and she said no we are staying with ********. Then door to door came and offered us 6 months free once I cancelled the install. I said to door to door guy I don't need free service. If the first attempt did not work. I will pay ******** cause it works and does not lag at all. Then I had service for like 4 days tops and I was billed for the next month too. I called them and I was told I owed them nothing. I told the door service guy do you go back to the same restaurant if you get bad service. I said to him I bet you do not keep your service I am not interested after the failed attempt.

  Business Response

  Date: 05/09/2025

  Mr. *********,

  We take all
  feedback seriously and will be reviewing your comments with our team. We
  appreciate you and hope that you will give us another chance to serve you in
  the future.
  Thank you again
  for your feedback.  I will reach out to you next week to get more details. 

  Thanks,

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

  Customer Answer

  Date: 05/10/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** *********
  

• Initial Complaint

  Date:04/16/2025

  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.

  We had scheduled our service with them to end on the 17th of April this year, but they ended it prematurely on the 16th. They did this after their customer service hours of operation and as such could not be reached to correct the issue and restore the service until the date of cancellation.
  
  We were anticipating starting their service again once we moved to our new home in a few days, but we will consider another Internet service provider instead if this is how their business is conducted.

  Business Response

  Date: 04/17/2025

  *** *** ******* 

  It was nice to talk to you this afternoon.  We are sorry for the inconvenience we caused you.  Thanks for giving us the opportunity to make things right continue being part of the Omni Fiber Family. 

  Customer Answer

  Date: 04/17/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******* ************
  

• Initial Complaint

  Date:04/16/2025

  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.

  Really liked Omnifiber at first but it was short lived - the service cuts out probably at LEAST 4 times a day, and freezes every half hour to where I have to either restart it or just turn the tv off and do something else. I missed the national championship awhile back and had no tv or service for 3 days straight. Barely got an “I’m sorry”, did get $25 off, and that would mean something if only it didn’t cut out DAILY. I am likely going to go back to ********. Omnifiber has just been too irregular and can’t count on it to work right.

  Business Response

  Date: 04/16/2025

  Dear *** *****,

  We take all feedback seriously and will be reviewing your comments with
  our team.  We are genuinely sorry to hear about your experience with us.  Please accept our apology.  I left you a voice mail to get further details regarding your internet service problem.  I left a voice message for you to contact me directly so we can review your service problems.

  Thanks,

  Mark A******** 
  Cust Service Manager 
  ###-###-####

• Initial Complaint

  Date:03/29/2025

  Type:Product 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 March 2025 I was sent a notification that Omni Fiber was available in my area so I called to set up an install date. On the date of install the technician arrived 45 minutes late, did not make any attempt to let me know he arrived, walked around my neighborhood for an hour only to text me and say he could not do my installation and that I would have to reschedule, which I did right away. Before they could come out to attempt a new install they ported my phone number from ******** to themselves leaving me without a home phone and a husband who is ill with no way to contact someone should he have a health crisis while he was home alone all day. I was told by ******** when calling them to try to get my phone turned back on that it would take a week to do so leaving my husband with no phone for an entire week. In the meantime after another visit to my home it was determined that my house was unserviceable by Omni Fiber because they have no way to run a line to my home. At this time I have yet to receive a refund for $80.30 I have paid to Omni for their internet service. I have also had to pay ******** $65.00 out of my own pocket to get phone service hooked back up. After asking for reimbursement for this $65.00 I paid through no fault of my own, I was promised a phone call from a manager to discuss this reimbursement only to be ignored by Omni. I have waited several days to no avail. The area manager, Eli and an inspector named Brandon both agree that I should not have had to pay the $65.00 to ******** because my phone should have never been ported from my home until the Omni Fiber equipment was in my home and up and running. Omni Fiber's handling of this situation has been terrible from the get go. Eli, Brandon & Sara K***** in customer service have all done what they could but when you ask for some understanding that you shouldn't have to pay an additional $65.00 out of your own pocket for something that was not your fault then everyone disappears.

  Business Response

  Date: 04/01/2025

  *** *********,

  We appreciate you taking the time to provide us with your feedback.  We are sorry to hear about your experience with us.  Please accept our apologies.  I will be personally reaching out to you to discuss this further.  

  I have put in a credit for $80.30 to be credited to your credit card.  It will take 7 - 10 business days to credit.  

• Initial Complaint

  Date:03/10/2025

  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.

  I had a door to door salesman show up to my house. Theyve been harassing me and my neighbors for about a year now. They will not leave us alone. I bought the services thinking that it would make them stop. Another guy came over. He might have been European or something. He said that I needed to call *** *** **** to cancel my order and get my money back and then call *** *** **** to purchase again. He said it had something to do with personel change. He said that I wasnt going to get my promo otherwise. Im just done with this company now. Both salesmen told me that the call center was 24/7. I called at 7:30 and they told me thry were closed. I just want my money back and I want these people to stay away from my house. Am I asking for too much?

  Business Response

  Date: 03/12/2025

  Mr. S********,

  Thank you for taking the time to leave us valuable feedback.  We apologize for the inconvenience.  I have left a voice mail for you to return my call so that we can discuss further.  Please return my call at ###-###-####.

• Initial Complaint

  Date:03/07/2025

  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.

  Well, we decided to try Omni Fiber for our cable and internet needs. In trying this company we encountered several issues that we feel they refused to correct, until we were finally told that some of our televisions were not compatible with their service. This was only told to us after day 3 of trying to connect all of our televisions to the service. The sales representative who was here to speak with us about this service and enrolled us offered to come and help connect the televisions. After we committed to the service the sales rep refused to answer his phone and was no longer able to be contacted. We feel that after paying the money for the services and getting the run around with any help that we needed, we feel as though Omni Fiber scammed us out of our hard-earned money and is not a reputable company that should be in business and dealing with the public. It is an outrage that the public has to deal with such unprofessionalism that was shown to us. Thank You very much for your time and have a great day!

  Business Response

  Date: 03/11/2025

  Ms. ****,

  Thank you for taking the time to leave us feedback.  I was trying to access your account but could not find you in our customer data base.  I left a voice mail for you to call me so that we can get this resolved. I will reach out to you again today. 

   

  Thanks 

• Initial Complaint

  Date:02/28/2025

  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.

  I received a text message stating that my internet was being paused until I pay an unpaid balance of over 900$. I called omni fiber immediately thinking this was just a mistake, seeing that I have automatic payments set up via my primary checking account and have never been notified that there were any issues with payments. After speaking to a representative I find out that my account has not been paid since May of 2024 and that I do indeed have an outstanding balance. I ask them how can this be because I have automatic payments set up with a valid ***** banking account, my internet has not been shut off until this day 2/27/25 and I have not been contacted via any forms regarding issues with payments. The representative goes on to tell me that yes it does look like I have not been contacted via any forms regarding payment issues and my service should have been paused after 25 days of no payment. I offered to make payments to get this resolved even though I had no idea this service had not been paid due to no communication or service interruption. She stated she would look into some sort of resolution. I hear back the following day that there is nothing they can do until I pay the 900 plus dollars. My finance works from home and we need the internet access for our lively hood, I expressed that I would like to come to some sort of agreement but I cannot pay the full unpaid amount at this time, but I was willing to make payments to get his resolved, but that I need my internet available at this time. They continue to apologize and admit that this was a flaw in there system, but that they cannot provide me with internet service until the full amount is paid. I have automatic payments in place for this reason. They failed on there end to notify me that they were issues with payments, they failed to disconnect service, and because of there unorganised billing systems and customer service we are left with no internet and a large unexpected bill.

  Business Response

  Date: 03/02/2025

  Thank you for reaching out and providing us with valuable feedback.  Keisha will reach out to you to look into this case and get back to you. 

• Initial Complaint

  Date:01/28/2025

  Type:Billing 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.

  On January 26th 2025 Omni Fiber took 75.00 from my bank account for services that I no longer had. A total of 9 documented call attempts were made by me to Omni in attempts to ensure that because I had no access to their services I would not be charged. Every agent told me the same thing, "our systems are down. we have no access to accounts. you will not be charged". On 1/27 when I saw I was in fact charged, I called again to which I was told a refund of 75.00 was attempted however could not be processed due to "an error in their billing ticket system". I was told I would get a call back on 1/28 and an email with instructions on where I could send the equipment. Neither of which happened. This company is incompetent, has taken my money when I am not receiving services and continues to pacify me each and every call.

  Business Response

  Date: 01/29/2025

  We sincerely apologize for the recent downtime and any
  inconvenience it caused. Our team worked diligently to resolve the issue, and
  we’ve implemented measures to prevent future occurrences. Your trust is
  valuable to us, and we’re committed to providing reliable service.  We have processed your refund and will be in your account in 5-7 business days. 

  We appreciate your feedback.   

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  (I never received refund. I called 2/4/25 and spoke to their team again and said I would recieve refund no later than 2/5. As I write this, it is 2/6 and I still do not have my refund. I also noticed on my online portal with OMNI that i am still set up for automatic payments to be deducted from my account. I am requesting that my bank account be deleted from their system once they return me the 75.00) 

  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 02/10/2025

  Afternoon,

  Your $75 credit was applied to your bank on 2/13.  It takes 5 business days to reflect depending on your financial institution.  I have sent you a screenshot of your invoice that has your credit.  

   

  Thank You.  

  Customer Answer

  Date: 02/14/2025

  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, with the exception that they still have not removed my bank account from their site.  
  
  
  
  Regards,
  
  
  
  ******** ********