Complaints

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:07/25/2023

  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.

  Without any prior communication a fiber network company hacked, cut and broke branches from trees on our property. The electric company and I communicate every year, as they know that I am trying to preserve threatened hemlocks ( I even have a sign beside them. ). These were butchered to the point of possible death. Further down the line additional pines and maples were cut and piled in a huge mess on my property. I communicated with Prodigi (Chris) back and forth for several days and he assured me that their sub contractors would clean up the mess. One day after several calls, we returned home to find one pile sort of picked up, then thrown across the road in my neighbor's yard. The largest messiest pile remains. Finally, Chris reported that he would have the contractor call me. That was last week and I have had no calls. He would not provide me with a number or company name, only that it might look like spam and might be from Ryan. Desired settlement would include finishing cleaning up their mess and provide restitution or replacement of hemlocks. I called the office today and spoke with someone in another position who reported that one of the owners would receive my message. I have heard nothing and it has been about five hours. We are over three weeks trying to have them clean up their mess.

  Business Response

  Date: 08/01/2023

  Mrs. Stephanie ***** called Prodigi on July 18 and advised us that our contractor, Pathway, had "butchered" Hemlocks where they were hanging fiber and left debris all over the place. We contacted Pathway and asked them to take care of the clean up. They advised us that they would. Mrs. ***** called Prodigi again a few days later and advised that clean up of the debris had not taken place. We had Pathway call Mrs. ***** directly to take care of the situation. I know Pathway left Mrs. ***** a voicemail on July 20 and then made contact with Mrs. ***** on July 25. The clean up was completed last week. I called Mrs. ***** this morning to make sure it had happened. She advised me it had been taken care of.

  Business Response

  Date: 08/24/2023

  Prodigi had the debris cleaned up by our contractor.
  
  Concerning the trees, the work done to clear the lines of tree limbs was within the utility Right of Way.
  
  Prodigi’s contractor was also granted permission by someone at the residence to cut on the trees.
  
  
  Regards,
  
  
  Christopher ** ****
  
  Prodigi Fiber To The Home
  
  Office: ************

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Absolutely no person from my household held a discussion with your company or contractors prior to the slashing that took place. I am the sole property owner.
  
  Regards,
  
  Stephanie *****