Complaints

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

close

Find a Location

Vexus Fiber has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vexus Fiber

  4006 W Loop 289 Lubbock, TX 79407-3738

• 

  Vexus Fiber

  312 E 3rd St. Burkburnett, TX 76354

• 

  Vexus

  3453 Curry Lane Abilene, TX 79606

• 

  Vexus Fiber

  3818 Olton Rd Plainview, TX 79072

• 

  Vexus Fiber

  2912 Garnett Ave Wichita Falls, TX 76308-1002

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:08/01/2023

  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.

  I have reviewed the business response and accept this resolution.  But it shouldnt take complaints and threats of legal action to feel safe in my own person and home from your stalker behavior.  out ready to press charges on them and a restraining or criminal trespass order if they don't cease and desist immediately. I am sick of being harassed and stalked for service that I don't want. At this point, they have been so aggressive and intrusive that I will NEVER be a customer just on principle alone. I want this to stop IMMEDIATELY or I will file charges and hire an attorney to go after them.

  Business Response

  Date: 08/03/2023

  To comply with the complainant's request to cease contacting her, Vexus has made changes in its system noting the complainant's address as "no contact" and "not serviceable."

• Initial Complaint

  Date:06/28/2023

  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.

  I am rejecting this response because:  I have mailed out the incorrect check  on monday July 3rd if the accounting department chooses they can validate that the original misprinted check has not been cashed, and I did notify the error and request a new check I beleive on June 24th the misprint issue was reported on June 27th and the following Monday July 3rd the check was sent back. To date I have had no response or way to facilitate a faster refund time from Vesus Fiber. We are going on over 2 months of trying to get the proper refund by August 15th it will be over 3 months and I will seek a civil claim.  keep getting ignored now. DO NOT GET THIS SERVICE.

  Business Response

  Date: 08/19/2023

  Though Vexus has not received the returned check, it issued a refund of $87.57 to the customer's credit card on August 17, 2023.

  Customer Answer

  Date: 08/31/2023

  I am rejecting this response because: No refund has been issued to my bank account as of 08/31/23. i am requesting mediation counsel before submitting a claim thru court system and hope to come to an agreement soon.

  Business Response

  Date: 07/26/2023

  Vexus Fiber shows that it received payment of $88.57 on April 13, 2023. However, Vexus is waiting for the check for $32.11 to be returned before it issues a refund for $88.57. To date, Vexus has not received the check for $32.11.

  Business Response

  Date: 08/31/2023

  Vexus Fiber has provided a record from its credit card payment processing vendor showing a payment of $87.57 was made on August 18, 2023, to the card on file for *******************************.

• Initial Complaint

  Date:06/01/2023

  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.

  Fiber optic installers parked heavy equipment on my yard, didnt notify me they were coming, rutted up my yard, left trash behind, and left open holes and mud.

  Business Response

  Date: 06/14/2023

  Vexus Fiber's contractor will repair the damages.  Vexus Fiber will submit an update once the repairs are completed.

  Business Response

  Date: 06/23/2023

  I have attached a picture showing the requested repairs have been completed.

• Initial Complaint

  Date:05/31/2023

  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.

  Vexus Fiber was approved by the ********************* to be a new fiber provider in the city. This allowed Vexus to run new lines in the city, including our neighborhood. In my front yard they dug 8 holes to run this new line in the middle of the yard. They cut the Spectrum line twice in the process. I attempted to talk to the workers but none spoke English. Later a Vexus supervisor arrived (Lane). He said all of the holes would be filled that night and our Spectrum line patched so we would at least have service for the night. While so holes we filled, some were not and the line was not patched. I connected Spectrum and they ran a new line since the one cut could not be patched twice. The holes were eventually filed, but poorly. I had to get full dirt to level 4 of the holes. However to largest hole needs to be reworked and sod replaced. If they cannot it will not do it, I will and they can pay me for it. People try to take care of their property and vendors we did not hire take advantage of the situation and half way fix the issues they created.

  Business Response

  Date: 06/14/2023

  Vexus Fiber's contractor will repair the damages.  Vexus Fiber will submit an update once the repairs are completed.

  Business Response

  Date: 06/23/2023

  I have attached a pictures showing that the requested repairs have been completed.

• Initial Complaint

  Date:05/17/2023

  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.

  I work from home and I have been usingI work from home and I have been using this Internet for two years now I work from home and I have been using this Internet for two years now every week three times to four times a week we're having to call because of the Internet issues every week three times to four times a week we're having to call because of the Internet issues and I work from home I'm losing money and I just want my Internet work because I just wanna be able to pay my bills and make my money when I am having to clock out because of Internet issues is not fair to *** work from home and I have been using this Internet for two years now every week three times to four times a week we're having to call because of Internet issues and I work from home I am losing money and I just want my Internet to work because I just wanna be able to pay my bills and make my money when I am having to clock out because of Internet issues it is not fair to me

  Business Response

  Date: 05/30/2023

  On May 24, Vexus personnel dispatched to the customer's residence and discovered a problem with a setting on the customer's router.  ****************** changed the setting and the customer has not reported any additional trouble with her service.  

• Initial Complaint

  Date:04/14/2023

  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.

  This company. I have a credit due of ***** and I have yet to receive it. They mailed a refund check to an address they full well knew I no longer lived at. This is because I went up there in person to return equipment and gave them idk how many times my new address. Idk how to edit my last complaint against them. But, ********************** Alright. No justice has been done. They call evertime they say they will contact someone and call me back which they never do. This situation has been going on since February. They stole from me. I am angry because I am living off of disability and my rent is almost half of what I make. I can't even afford to have a vehicle. Oh but each time I call I get treated like a scammer! Still very angry. No resolution has been made. Straight Sketch! Just be very careful how you pay your bill!!!!!!uld mail a check to this address, only to find out that was not going to happen unless. Keep in mind again, they knew I no longer lived at the apt they mailed the 1st check to. Just be very careful with paying your bill!!!

  Customer Answer

  Date: 05/05/2023

  I have reviewed the business response and accept this resolution. 

  I received my refund via check. The check arrived at my old address and not any po box. A kind soul must have sent it back through the mail. Otherwise obviously I would not receive it. Please be careful because they do all credits and refunds via check. They cannot and will not entertain the idea of crediting back to your card. Thank you so much whoever but my check back through the mail! I know this because I still have informed delivery at my old address for some strange reason.

  Business Response

  Date: 05/05/2023

  Vexus Fiber issued the refund check for $45.92 on February 9.  The customer contacted ****************** on March 1 to advise that she needed the check sent to a new P.O. Box. Vexus personnel noted the new address but advised her that Vexus would not issue a new check until the first one was returned. The original check was not returned to Vexus until mid-April. Vexus personnel then contacted the customer to verify the correct address and placed it in the mail. Vexus' records show the check cleared on April 24.  

• Initial Complaint

  Date:04/06/2023

  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.

  Vexus Fiber has continued to harass me into purchasing their services despite being told that their services are not wanted on multiple occasions. I have already experienced issues with this company since last year 2022, at which time both my son and myself complained directly to the company and expressly informed Vexus to not send any more representatives or sales personnel to my address. This was due to the same issue I am currently experiencing. I had multiple Vexus sales personnel try to sell me their services in 2022, sometimes pounding on my door for me to open. This was perceived as being threatening to me. I was told these were individuals from a "third party," however, these individuals were still selling Vexus services and wore Vexus uniforms, therefore I told them that was an invalid argument. It seemed like this resolved the issue, until I received another visit from a Vexus representative on March 17, 2023 at ****. I once again had to inform this individual that I had previously told Vexus to discontinue sending personnel to my address as I have absolutely no interest in purchasing Vexus services or products. This young man stated he would make sure the office where he was dispatched from would be informed. However, this same representative once again arrived at my home in an attempt to sell me cable from Vexus on March 31, 2023 at ****. I once again vehemently told the representative that I was not, am not, and will not ever be interested in any Vexus services or products. He then left. At this point, Vexus continues to harass me to try and bully me into buying their products and services. I am unsure when it became standard business practice to continue to harass an individual to buy your product despite being told in no uncertain terms on multiple occasions that the answer is no. I would appreciate if BBB has some influence to this end, because I do not take kindly to companies such as Vexus who cannot seem to understand that no means no.

  Business Response

  Date: 04/10/2023

  Vexus regrets that its sales agent did not honor the consumer's request. Vexus has made notes in its system flagging the consumer's address for "do not contact" to ensure the consumer is not contacted again.

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising 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.

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response is satisfactory.

  Business Response

  Date: 01/09/2023

  Vexus door-to-door sales personnel have been advised not to contact the consumer again. In addition, they have been reminded to look for and honor any posted signs prohibiting solicitation.

• Initial Complaint

  Date:11/13/2022

  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.

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Vexus sent someone out that patched the area but did not completely repair the damage that was done. The person they sent said they would not be able to completely repair the damage and would do the best they could do. All they did is remove the excess pile of dirt that had been left on the side and threw down sod over the area. They still left the street drainage ditch full of dirt such that it does not drain properly. One of the issues is the box that was installed was left too high and it traps water behind it creating an area that stays constantly wet. To fix that issue the box needs to be lowered a few inches and tilted toward the street drainage ditch. Presently it tilts away from the ditch and is higher than the area behind it so that area no longer drains properly. And the dirt that was allowed to fill the street drainage ditch needs to be removed so that water does not pond in the ditch.

  Business Response

  Date: 02/03/2023

  ***Document Attached***
  Due to seasonal conditions and the nature of the repairs, Vexus' contractor has scheduled repairs for the 2nd or 3rd week of March. A letter was delivered to the consumer explaining these plans and committing to contact the consumer in February with a date when the work will be performed. A copy of the letter has been provided with this response. Vexus requests that this case be re-opened and scheduled for follow-up at the end of March.
  See Attachment/File: Causey_Customer Complaint Resolution Schedule ********************

  Business Response

  Date: 02/16/2023

  ***Document Attached***
  Vexus' contractor was able to make repairs to the landscaping the week of Feb. 6. A picture of the repaired area is provided with this response. The contractor is waiting for the consumer to confirm their approval.
  See Attachment/File: Causey_1266 S Ridge ********** **_repairs_20230214.heic

  Business Response

  Date: 12/15/2022

  Vexus' contractor has met with the homeowner to determine what needs to be done and will begin additional remediation as soon as a crew is available and weather is favorable.

  Business Response

  Date: 12/05/2022

  Vexus' contractor has made repairs to the damaged area. In addition, the contractor provided information so the consumer could contact them directly with any additional concerns.

  Customer Answer

  Date: 12/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Vexus (nor their contractor) has made any repairs. Vexus sent someone from ****, *****************, out when I was not home. He discussed the issues with my wife and agreed that the box needed to be lowered and tilted toward the drainage ditch to correct drainage. And the excess spoils left in the drainage ditch needed to be removed. He did not address the road side of the ditch where ruts were left. ************ left a business card but no one has ever returned to actually make the repairs.