Complaints

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

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  TruVista

  112 York St Chester, SC 29706-1484

  
• 

  TruVista

  1637 Springdale Dr Camden, SC 29020

• 

  TruVista

  1703 US Highway 82 W Tifton, GA 31793

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  TruVista

  736 US Highway 321 Winnsboro, SC 29180

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  TruVista

  5012 S Third St Soperton, GA 30457

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:11/06/2023

  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.

  DSL internet service cancelled on 6/22/23, equipment returned 6/23/23. Refund due for the remaining days in statement period. As of today, 11/4/23, still no refund. So it has been 19 weeks at this point. Multiple calls and texts with multiple employees over 4 /12 months with excuse after excuse. Last call 11/3/23 asking for an update and requested a copy of their cancellation/refund policy. No policy was provided to me and I am now told another two weeks.

  

  Business Response

  Date: 11/14/2023

  The account review process was completed to verify the refund due and was then sent to our **************** for processing of cutting a check.
  The refund check has now been processed and was mailed at our local post office this afternoon.
  A Sales Agent contacted the customer to provide her with an update and the customer is happy.

• Initial Complaint

  Date:10/19/2023

  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.

  Last month I spoke with a technician from truvista with the same issue i an having now. A ticket was opened and closed because someone claimed they had fixed the issue. They never came out and they never called us back. My most recent issue is that I called and spoke with a technician on 10/9/23 regarding my internet buffering and my house phone is not working. I was asked to do a speed test and the speed was lower than required. They gave me a ticket number (cas-953161-b8c6y8) and told me that someone would be out the next day. When I got off work I called to see if someone had been out. They told me my ticket was closed because someone tried to contact me by phone and they even left a message. How can they contact me on a phone thats not working? I gave them my cell number and was given another ticket number (cas-9953879-my8b6) and as of today 10/18/23 I haven't seen or heard from anyone at truvista. We have been dealing with this issue for 2 months. I keep calling gback to closed tickets and problems that aren't being resolved. I feel like I'm getting a run around but the bill doesn't stop. Please help

  

  Business Response

  Date: 10/24/2023

  A new trouble ticket was entered on 10/20 and a technician visited the home on that same day to resolve issues. 
  The technician changed the pair in the inside wire and this resolved the issue with the phone not working.
  The technician did a speed test while hard wired to the modem and confirmed that the customer is getting 20 **** which is the correct speed that the customer is billed for.
  The ** that is buffering is far from the router and so the technician advised the customer that this causes a weak signal and suggested adding wifi extenders or moving the modem closer to the ** that is buffering. The customer stated that she would think about it and give us a call back.
  All issues were resolved before leaving and the customer was happy.
  
  

• Initial Complaint

  Date:09/15/2023

  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.

  I called the office on Sunday , September 10th to report an outage. I was given a ticket number and told someone would contact me. I called on Monday and Tuesday and was told my ticket was put in. On Wednesday I went to the office and told my ticket was escalated and someone would call me on Thursday on Thursday I was told that that the ticket had just been created when was not the truth. , I called back to inquire about when someone would come out to service. I was told the ticket had just been created on Wednesday and they could not give me a date or time. I asked to speak to the supervisor and no one returned my call as of Friday September 15th at noon. I was told that tickets are sent out and there is no way to tell the time frame when a technician will come out. I have been without internet without any response from the company for five business days and counting. This is bad business. I would like to know when I will have my service restored. I had the same problem two weeks prior with getting phone service restored.

  

  Business Response

  Date: 09/19/2023

  A technician arrived at the customer's location on 9/15, replaced a bad fitting and the internet service was restored.
  A follow up call to the customer to confirm that her service is working as it should and a credit for one month of service was issued to the account.
  The customer was happy to receive a follow up call and credit towards her account.

  Customer Answer

  Date: 09/20/2023

   
  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:08/30/2023

  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 internet service went out Saturday 8/26 during a storm. Showed up to the Camden location Monday morning and asked for a new modem and was advised a tech would have to come out but it will be resolved in ***** hours. I called multiple times to follow up and was repeatedly told a timeframe couldnt be provided. I work from home and asked this be an escalated request and they did escalate. Its now Wednesday 8/30 and again this morning they cannot give me a timeframe. They are saying theres a bigger issue and theres no telling how long this will take to resolve. They do not call back when they say they will and they also charge astronomical rates.

  

  Business Response

  Date: 09/05/2023

  ************** went out on 8/31 as the customer was not available for a technician to come out on 8/30.
  The technician replaced the modem and replaced the airties with plumes, due to the storm it had blown the ethernet ports on the modem.
  We followed up with a call today and the customer is happy that her service is now working great.
  We also issued credit towards her account for the days that she was without service due to the storm.

   

• Initial Complaint

  Date:08/15/2023

  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.

  TruVista came out to my house mid July 2023 after several attempts to have them replace my landline cable. I have a brand new home trying to sew grass very obvious straw on the lawn. TruVista rows their truck right on top of my lawn straw and everything left tracks in my lawn and grass is not growing it is dead. They should be held accountable.

  

  Business Response

  Date: 08/28/2023

  *******************, our ***** Services Manager contacted *********************** and had our contractor go out and smooth out all tire tracks on her lawn and also put grass seed down in order for new grass to grow back. The customer is happy the repairs that have been made.

• Initial Complaint

  Date:07/10/2023

  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.

  Internet went out on Sunday 7/2/23. Call tech support, told a tech would be out in 24 hours. On Thursday went to the regional office, they would see what was going gangbusters n and call us back. No phone call. Here it is Friday, 6/7/23. Still no internet, still no phone call from anyone, still no technician to fix our issue. To say I am very unhappy is a vast understatement! We have been customers for years, with no complaints! This is beyond ridiculous,l!!!!

  

  Business Response

  Date: 07/18/2023

  I spoke to ******************* this morning in regards to her trouble ticket.  Since she was without service for 5 days I have issued her a $20 credit which she was very thankful for.  She did say that she loves TruVista and that this is the first time she has had any issues with her service. In reviewing her account I did see comments from a tech that he tried to reach out to her on July 4th, perhaps they were not home due to it being a holiday. I gave her my direct number for to call me if she encounters and further issues. 

  Customer Answer

  Date: 07/20/2023

   
  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:12/07/2022

  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.

  truvista allowed someone to have service in my name at ************************************* in 2018 febuary 2016 i turned in all equipment and asked for service to be disconnected however service stayed on until april 2016 when someone called pretending to be me and truvista allowed and ran service for several months i did not find out about this until nov 2022 i paid money i should not have been made to pay ****** 60 of that was deposit other was from old bill i never had someone illegally got service in my name and truvista allowed it service gets cut off.....havent had it for 2 weeks say i owe more some was written off however all was not i asked for weeks for resolution nothing went to office on several occasions i woul like my bill fixed correctly and monies i paid refunded to me from bill truvista and tenents created

  

  Business Response

  Date: 12/15/2022

  Our detailed records show that the service under the name of ****************** at ************************************* was active until Sept of 2016 when the service was permanently disconnected for nonpayment.   At that time, the equipment was billed because it had not been returned and there was a $200.00 early termination fee (ETF) applied to the account. During 2016, to include the time period of February to April that Ms. ***** is disputing, there were several instances where Ms. ***** called in about the services at the subject address and **** verification was performed to insure account ownership prior to any action being taken on the account. There is no record of request to disconnect in February or 2016. One of the **** events occurred on April 4th 2016 when Ms. ***** called in to report an internet trouble.
  
  We do not have any record of active service at ************************** from Sept 2016 to Nov 1, 2022 in the name of *******************  Service at the above listed address was activated in November under ****** Eagles name in November 2022. The equipment fee and ETF that was charged back in 2016 were both credited back to the account in November 2022 when Ms. ***** Reconnected services.
  
  Based on our records, there is no indication that Ms. ***** is due any further refund.  We will certainly review any new records or evidence that Ms. ************** have to support her dispute.

  Customer Answer

  Date: 12/28/2022

   
  I am rejecting this response because:
  
  truvista allowed someone else to have service in my name for months huge **** they ended up correcting but my service gets cut off because of their errors since nov 2 i have overpaid them ****** they keep adding to bill no call backs nothing they are the worst of the worst.

  Desired Resolution:     
  Explanation of Charges

  

  Business Response

  Date: 12/28/2022

  It appears that Ms ***** spoke with ******************* yesterday, 12/27/2022, and the charges were explained to Ms ************ According to the note on the account, Ms ***** now understands the charges that have appeared on the bills. It appears the rejection of the response occured before the conversation yesterday.