Complaints

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

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  Citynet LLC

  3600 University Ave Morgantown, WV 26505-3049

• 

  Citynet LLC

  100 Citynet Dr Bridgeport, WV 26330-1784

• 

  Citynet LLC

  233 Virginia St E Charleston, WV 25301-2520

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:11/12/2024

  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.

  The internet at my apartment at ***** **** ******* cuts out multiple times a day which is causing severe issues with work since I work completely remote. When I called CityNet about this, they made it seem that this was more of a recent issue and that they did not know what the issue was. Specifically, it's only my upload internet that's cutting out, not download. When I searched CityNet on Google, they had reviews from months and months ago detailing the same exact problems as me. Essentially that some customers have had these problems for months or years and CityNet has not been able to come up with a solution to resolve this problem. I'd really like more information as to what's going on and as to how it's remotely possible that an issue like this has been reported for months and months with CityNet still having no idea what the problem is. How are we paying the same $100/month when my internet is down half the time and when this issue has been going on for months and will keep going on for months? The amount of internet downtime will continuously add up more and more without any fix that should have happened months ago.

  Business Response

  Date: 11/25/2024

  I am writing in response to the complaint filed by *******
  ********* regarding the internet service at ***** **** ******* Apartments in
  **********, **** ********. Upon review of the complaint and an investigation by
  our technicians, I would like to clarify the following:
  Customer Status: It is important to
  note that Mr. ********* is not a direct customer of Citynet. The internet
  service at ***** **** ******* Apartments is provided to the complex
  itself, not individual residents.
  Service Integrity: After thoroughly
  checking the service records, I can confirm that there have been no
  outages or disruptions to the internet service provided to Black Bear
  Village Apartments. The complex's internet service has remained stable
  with no downtime.
  Wireless Interference: While the complex’s
  internet service is functioning properly, it appears that some residents,
  including Mr. *********, have experienced wireless interference in
  specific units. Citynet has been informed of these issues by the apartment
  management on a few occasions. In response, we have worked closely with
  them to ensure that the necessary equipment is installed to minimize
  interference and improve service in affected units.
  Next Steps for Mr.
  *********:
  If Mr. ********* continues to experience internet service issues, we
  recommend that he contact the apartment management team directly. Should
  the issue be related to wireless interference, Citynet is available to
  work with ***** **** ******* management to ensure the proper equipment and
  solutions are in place to resolve the issue.
  Thank you for your attention to this matter. We remain
  committed to providing the best service possible and will continue to
  collaborate with ***** **** ******* management to address any service-related
  concerns.

  Customer Answer

  Date: 11/26/2024

  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.
  
  
  To my original point-- the aforementioned wireless interference has not been resolved for the multiple residents for months as evidenced by CityNet's Google Reviews detailing the problem specifically at ***** **** *******. I have been in contact with CityNet which they have sent out personnel to replace my equipment and the problem is still not resolved. The fact of the matter is that I still pay $86/month to ***** **** ******* for CityNet's service, which does have consistent downtime in my specific apartment, despite CityNet's claim that there has been zero downtime in general at ***** **** *******. The problem still persists daily in my apartment.
  
  
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 12/02/2024

  
  As mentioned in the response earlier, the property management company is Citynet's customer and is responsible in determining what equipment is purchased and used to deliver service to each unit.   If you are experiencing service disruptions or technical
  difficulties, we kindly ask that you contact the ***** **** ******* management
  directly at [email protected] and copy [email protected] to report the issue. In the event that equipment upgrades or
  replacements are necessary to resolve the issue, this responsibility falls to
  the property management team.  Citynet will engage in a conversation with the property manager at that time to determine the necessary steps to resolve service issues in your unit.
  

  Customer Answer

  Date: 12/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  I appreciate the response from CityNet.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:03/27/2023

  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.

  In March I received a bill from Citynet for $212 in charges to account ****** for “service” received on 30 December 2022 (actual date 8 March 2023). I reported the router had become inoperative in my condominium, 209 at Top of the World on 3 Feb 2023 to the building manager. Apparently Citynet trouble shot the router in the wrong condo--had they worked on the correct one, this could have been avoided and no service call would have been needed. As far as the router charge, the technician made a service call on 8 March 2023, not 30 December 2022 as shown on the invoice, and the service call was made to 209, not 210 as shown on the invoice. The technician carried in a box, but also left with it after adjusting some router settings. This also supports my assertion that a service call was never necessary in the first place, as this should have been able to be resolved online had Citynet attempted to access the correct router. According to the invoice, he installed a Smart RG 516 router. He did no such thing, as I have explained to Citynet’s customer service representatives on four separate occasions. The router in my condo is a ***** ***** *************  It is the router that has been there for almost 10 years and is the router that is still there today. Citynet’s customer service representative informed me during our last conversation that Citynet would be returning to my condo and removing the router for failure to pay the incorrect invoice. At this point, I have to assume all of the erroneous data was loaded into Citynet’s system on 7 Mar 2023, the date the decision was made to conduct a service call and install a new router, and also the date of the invoice, and was never corrected. As Citynet continues to insist that I pay for unnecessary services and equipment that was never installed, the only conclusion I can draw now is they are willfully attempting to engage in fraudulent billing. They have continued to contact me by email and phone demanding payment.

  Business Response

  Date: 03/29/2023

  Mr. ******* owns two units on ******** ********.  There were two separate issues in the two different units.  One unit needed equipment replaced that was no longer under warranty.  In order to correct this issue, a new router had to be installed, which caused charges to be incurred for the equipment and the time of the technician.  Additional detail is included in the attached document.  

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  For your reference, details of my discussions with Citynet are below.
  

  This
  matter is still not settled, although I had a somewhat productive discussion
  with Citynet last week.  As far as
  Citynet’s response, it is mostly accurate.  They leave off the fact that
  when I received the bill in March, for service that occurred in December, I
  had no idea that a service call had been initiated in December.  The only
  service call I was aware of was the one in February.  After four
  frustrating calls with Citynet, I was still unaware of the December service
  call.  Finally, on the fifth call, Cithnet got around to informing me
  about the December service call, after basically calling m a liar and
  threatening to remove the router from my condo during the four previous
  calls.  Very poor customer service, as I made it clear during every phone call
  that I was referring to the February service call, as it was the only one I was
  aware of.    Had I known about the December service call, I
  would have just paid the invoice, but as far as I knew, the only service call
  was in February, and I was being billed for service that was unnecessary and
  equipment that wasn’t installed.  Apparently ,the *** ** *** ***** Condominium Association has an agreement with Citynet that allows them to approve
  service calls without the owner’s permission.  This, of course, does not
  alleviate Citynet or the association of their responsibility to notify the
  owner, which is the crux of the current dispute.  I suspect I will come to
  an agreement with Citynet, but this situation has created a significant amount
  of turmoil and wasted quite a bit of my time.  Your goal was to get the parties to
  talk—you accomplished that, and I thank you.  Although I had expected to hear back from Citynet by now, that hasn't happened, so I am unable to provide you with the final resolution.
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 04/17/2023

  **. ******* owns two units at *** ** *** ***** on Snowshoe Mountain.  Between
  December of 2022 and March of 2023, each unit experienced a different technical
  service issue.  
  On 12/28/2022 Citynet received a report via telephone from
  Snowshoe Maintenance reporting there was no internet in unit 210 of *** ** *** *****. It was determined that a Citynet
  technician would have to be onsite to resolve the issue.  Authorization for the dispatch (which
  includes the fee for a truck roll) was provided by the HOA president.
  The technician determined that the
  problem was caused by a router issue. 
  The router in Unit 210 was replaced on 12-30-2022.  Issue resolved.  Because the warranty was
  expired, there was a fee of $212.
  *** ******* then had an unrelated issue in the other unit. Upon THIS dispatch, the equipment was not swapped because the
  issue pertained to the SSID of the equipment.  The technician was able to update the
  equipment and resolve the issue with no charge. The
  charges in question were for the prior dispatch as requested by the Snowshoe
  Maintenance and authorized by the HOA president.  The invoice generated on 03-07-2023 was
  pertaining to the dispatch performed on 12-30-2022, not for the dispatch
  performed on 02-08-2023.  There were no
  dispatch charges applied to the February appointment. 
  The charges that were included to **. *******’s
  account in the amount of $212.00 were accurate and correct, however, because
  **. ******* had to spend substantial time in understanding and working to
  resolve this issue, Citynet has provided a $100 credit to his account.  It is my understanding that *** ******* has
  agreed that this is acceptable to him. 

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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