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:01/19/2025

  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.

  Have not had Internet for 2 days. They have not sent anyone to repair the problem. No customer service people available on the weekends and refuse to send an email so that I can provide my work from home employer with proof of outage. There's no communication or any information being provided on why we can't access our internet. I want my monthly bill refunded and a letter to provide to my employer.

  Business Response

  Date: 01/21/2025

  Over the weekend we
  experienced a significant systems outage that affected our CRM (Customer
  Relationship Management) system, website, and some of our network
  elements.  This severely limited our ability to contact customers, answer
  questions, or handle basic issues during this time.  While most customers
  were down for less than an hour, about 5% of our customer base lost service for
  much of the day on Saturday.  In addition, multiple customers are still
  without service as I write this.  We anticipate that most of the remaining
  customers without service will be restored this evening.  There will be a
  small number of instances where remote troubleshooting and possibly a
  technician dispatch will need to occur to rectify the remaining
  issues.   Our team has been working around the clock to get back to
  normal operations.  The CRM system experienced the largest impact and will be repaired over the next couple days.  Until then, our focus is to
  get existing customers back in service and then resolve credits, billing
  issues, etc.  I deeply apologize for this incident and will be back in
  touch with a more proactive message in the coming days.  Omni Fiber
  appreciates your business and hopes you will be able to give us a chance to
  make this right and keep your business.  

• Initial Complaint

  Date:12/03/2024

  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.

  I set up for installation on November 12th and paid for service. They still haven't came out to fix the service. Called and spoke to the area supervisor who told me he would personally handle the situation and come out here. Called him back for him to have lied and said that he will be calling the construction supervisor the next day. Weeks later and call them now they still haven't set up a date for the construction crew to come out and never did the area supervisor contact them to schedule an appointment. This company has no morals and no one is held accountable for not doing their job. Emailed corporate and said I would be contacted, if they called they never left a message. This company is a joke.

  Business Response

  Date: 12/06/2024

  Dear *** *********, 

  We're sorry for your experience. Your feedback is
  invaluable in our quest for improvement.  I am looking into this and will reach out to you.

   

  Thanks 

  Customer Answer

  Date: 12/16/2024

  
  I'm sorry for the late response but no I have not talked to anyone from Onmifiber and nothing has
  been done about them fixing or finishing what they are supposed to. 

  Business Response

  Date: 12/18/2024

  Morning *** *********,

  We take all feedback seriously.  We're genuinely sorry to hear about your experience with us.  Please accept our apologies for the inconvenience.  In order for us to provide you with blazing fast internet service, our construction team needs to dig underground to perform upgrades. We are working with the city to secure the proper permits.  Until the city grants the permits, we are not legally permitted to complete the project.  Our team is working with the city to secure the proper permits.

  I have also reached out to you and left you a voice mail with my contact information.

   

  Thanks 

• Initial Complaint

  Date:11/23/2024

  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 September of 2024, I enrolled in Internet Service through Omnifiber. The sales person sold me the 1000 mbps plan per month with a discount for automatic payment. At first I did get the advertised speed, however, within a few days I began calling because I was getting drastically slower speeds. First these were 400 mbps and then about 90 mbps. Ultimately I had to deal with tech support on multiple calls on multiple calls. They attempted fixes but it resolved with them telling me i had to request service at a fee of about $170 for the tech visit. There website promises a 30-day money back guarantee. After several additional phone calls, with extended wait times, I was told that it is only advertised up to 1000mbps, but that it could be anywhere in there including 94 mbps. I then stated I first would have signed up for the cheaper 500 mbps plan if that is really what they could provide. They then said they would refund the first month. They instead credited me for this month and billed me at the full rate for October when I asked to be moved down to the 500 mbps plan. Now they wanted me to buy a $5 per month maintenance insurance fee to cover a tech visit maybe. This is a clear case of bait and switch.

  Business Response

  Date: 11/25/2024

  Dear Mr. *****,

  We are sorry for your experience.  Your feedback is invaluable in our quest for improvement.  I will reach out personally to get a tech visit to your home so that we can fix the problem.

  Thanks,

  M*** A********

• Initial Complaint

  Date:11/19/2024

  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 am not an Omni Fiber customer. Omni Fiber is installing new lines in our neighborhood. Omni crews damaged the gas line at *** ****** *** ********** ** on Tuesday, September 10th. I have attached photos of the fire department at my property as a result of the damaged line. We were required to have *********** Plumbing come out to fix a gas connection as a result of the incident. Receipt for completed work attached. Please mail a check of $306.50 to the circled address on the payment receipt.
  
  I talked to a gentlemen at Omni, Perry B*****, who stated that I should file a claim with ******** ***.
  
  I did not damage the line. ******** *** did not damage the line.
  
  I was not there when the damage occured but I was informed that the crew hired did not speak English and were digging too deep. I am requesting reimbursement for the repair bill.

  Business Response

  Date: 11/21/2024

  Dear *** ******,

  Thank you for
  reaching out and providing us with valuable feedback.  Our team has investigated this matter and a check for $306.50 will be mailed to your address.  We are sorry for the inconvenience this has caused.  Don't hesitate to reach out to me if you have any questions or concerns. 

  Thanks,

  Mark A********
  
  

   

  Customer Answer

  Date: 11/29/2024

  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 am awaiting the check.

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

• Initial Complaint

  Date:11/14/2024

  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.

  Service support sucks I have no internet and no way to contact them, the phone # is a loop.

  Business Response

  Date: 11/15/2024

  *** *****,

  We are sorry for the inconvenience. Your feedback is invaluable in our quest for improvement.  I appreciate you giving us an opportunity to address your concerns per our phone conversation this morning.   We are having a technical supervisor reach out to you this morning.  

  Thanks Again.  

• Initial Complaint

  Date:10/16/2024

  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.

  From day one of installation there has been issues with speed, equipment, and more. When calling to resolve this you are told they need your card expiration date and pin number (not). Now less that a day late they disconnected illegally ALL services including phone and 911 emergency services (illegal) on my home phone. Their number is disconnected and unable to call in to solve. All payments have been paid in full, and they won't release the phone number to port somewhere else (also illegal) I demand a FULL refund of ALL services and a release of my number ASAP!

  Business Response

  Date: 10/18/2024

  Morning - We are going to reach out to you to get further details.  We don't have notes that you have issues with your account.  

• Initial Complaint

  Date:10/02/2024

  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.

  Omni Fiber hired contractors to install their service in our area. During that installation the company doing the work pulled our county property survey pin. I filed a property damage complaint to Omni Fiber on 9-16-24 and they have yet to reply to me. I also called their customer service line approx. 2 weeks after the complaint filed and the department who handles the complaint refused to speak to me. I was notified by the support agent the department knew of my claim and would contact me. I have yet to be contacted. I need this issue resolved ASAP as we are no in need of a new property survey at the expense of Omni Fiber.

  Business Response

  Date: 10/03/2024

  Dear *******, we're disheartened to read your review. We're committed
  to rectifying this. Kindly contact us so we can address your
  concerns.  Stephanie from our construction group has left a voice message and email.  Please reach out to her so that we can address this.  

• Initial Complaint

  Date:10/02/2024

  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.

  Since having Omnifiber service installed, we have experienced several service outages related to line integrity. Whenever the wire vault is accessed to terminate neighboring connections, we lose our connection. This has been so much of a problem that I have approached the contract installers as this happens. They report that the wiring in the vault is a mess and that this needs to fixed by Omnifiber. This then requires me to call customer service, wait for support, go through all the check boxes, and then wait days for a tech to fix the connection. Until we lose our connection the next time the access point is opened and jostled with. This cycle continuously repeats with no long term resolution in sight. Our service is currently down again and we are without service until a technician is available to assist.

  Business Response

  Date: 10/03/2024

  We're saddened to learn of your experience, *** *******. Your satisfaction is crucial to us.  We will get a technician to investigate the vault and will clean up if there are issues.  I will reach out to you after the investigation.  

• Initial Complaint

  Date:09/20/2024

  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.

  On 07/03/2024, I reached out to Omni Fiber customer service to alert them that I am not a customer of theirs, but that my phone number is being used on one of their accounts and I am receiving unauthorized text messages. I am not associated with their member (******* *********) in any way. I asked for my phone number to be removed.
  
  On 07/03/2024, Stephanie P****** responded that they were actively investigating the issue.
  
  On 07/17/2024 I followed up to notify Omni Fiber that I received another text message although I had asked for my number to be removed from the account. I received no response.
  
  On 08/17/2024 I followed up again because I received another unauthorized text message. I explicitly told them I wanted my phone number removed and that they were violating **** by continuing to contact me. I received a response from Keith Bryant that my number was removed from the account.
  
  On 09/17/2024, I received another text message. I reached out to Omni Fiber and they have not responded in 4 days.
  
  They are in direct violation with ****, I never gave them consent to do text my number. They have been negligent in fixing the issue, and performing due diligence on the contact information provided by their member.
  
  I want my phone taken off of their contact list and permanently removed from any accounts. I do not even reside in **** to obtain their services. And they are providing me with confidential customer information every time they send me a message for this account.

  Business Response

  Date: 10/01/2024

  *** ******,

  We're genuinely sorry to hear about your experience. Please accept our apologies. I will reach out to you to understand what type of text messages you are receiving. 

• Initial Complaint

  Date:08/06/2024

  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.

  I’ve been emailing and dealing with Omni fiber for approximately four months regarding the vault they put on the corner of my property. When they placed the vault back in the ground, they threw grass seed and straw down with the straw blowing away and the grass not growing. Twice they have attempted the same practice with no results. I’ve been contacting them by email and phone for four months, trying to get them to come out and correct the problem. They’ve created an eyesore on the corner of my property and expect me to maintain it to get it back to its original condition. When I spoke to them today, the representative when I mentioned contacting the Better Business Bureau said to do what I have to do. So I’m now sending this email. I attempted to attach the pictures however it says that they are too large. I do have a long string of emails that I can forward if you give me an email to send them to. This is proof of my contacting Omni fiber over the past months, attempting to get this problem solved.

  Business Response

  Date: 08/07/2024

  *** ***,

  Thank you for
  providing us with your valuable feedback. We’re disappointed to hear that our grass seed and straw are not yielding the desired results.  I will do some research to see if there are any other options.  We will reach out to you.

   

   

  Customer Answer

  Date: 08/07/2024

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

  Their solution was to put down grass seed with ground up straw with a requirement that I water and maintain it until it grows. I disagree as it’s not my responsibility to maintain the mess that they created. They should be required to put it back the way that it was. Planting grass and leaving it for the homeowner to take care of is not a reasonable solution. 

  Business Response

  Date: 08/12/2024

  Omni Fiber sent an employee to *** *** yard to perform the restoration of his lawn.  *** *** told us what he wanted to have done.  *** *** shook our employees' hand and said thank you.  

  Customer Answer

  Date: 08/27/2024

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

  They did send a rep out who put down grass seed and straw. They’ve done that three times with now with no grass growing. I’ve been watering and maintaining the mess they left behind after digging the hole months ago. I’ll wait to say whether or not I’m satisfied once my yard looks like it did before they dug it up. They’re missing the point that it’s their job to put it back as it was, not mine. However, I’ll continue watering it daily hoping for the best results. If it doesn’t grow they need to come back out.