Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a internet package from this company which was paid for and due for install by March 4th 2022. I paid them the amount of 85.53$. The day of installation the company came to my home, didn't walk in and told me "the light at the pole is showing service issues. I'll have to put an order in and we will contact you as soon as we have answers. Fast forward a week. I've received no calls or emails regarding installation. I called them March 10th regarding installation. They told me that it'd be a while before I'd get installation. I'd requested a refund. They told me it'd be 24 hrs max. I waited 3 days there wasn't a refund. I called They again told me 24hrs it had finally been "approved". Wait 24hrs no refund. Call them back and suddenly it's been on hold for 3 days because my card ending in xxxx (completely wrong card number) has rejected the refund. They've got to check into it. I wait again and get told they'd be sending out a check for my refund. It's now been a 7day week and the check hasn't arrived either. Their dates are crossed, the information wrong, address listed on the website for our local business is inaccurate. Closest business to my location is actually about 1.5 hours away. At this point I'd like my money back and I'd like something to make up for the fact my child hasn't been able to do schooling all month because I couldn't get the service or my money back that was budgeted for the intended service.

  Business response

  04/20/2022

  Business Response Thank you for passing along the concerns expressed by Ms. ******** and we apologize for any inconveniences she may have experienced. The refund check in question was mailed directly to Ms. ******** and successfully cleared on 03/29. We consider this matter to be resolved. We invite Ms. ******** to contact our Customer Service Department at XXX-XXX-XXXX should there be any additional concerns.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Feb of Last year I requested my service to be canceled. They have failed to cancel my account on multi- occasions, I have requested to be escalated multi-times (4 to be exact) and have not received a single call back. They state my account has not been canceled due to the equipment not being, I did return it but don't have the paperwork to prove it. So I am perfectly happy to pay for the equipment, which they stated I could. I need to be refunded all monies taken from my account since I requested to cancel in Feb of 2021, short the cost of the equipment. Metro net has a policy that will not let you be directly escalated to a manager, and they will not return any phone calls. They attempt to use the difficulty of reaching a resolution to bully customers into giving up. I have been attempting to get this issue resolved since Sep of 21

  Business response

  04/13/2022

  Business Response Thank you for passing along the concerns expressed by Mr. *****. In accordance with MetroNet's Terms and Conditions, to process a service cancellation, all equipment provided by us must first be returned in proper working condition. As Mr. ***** failed to return his equipment to us following his service cancellation request, the balance due on his account is correct. A Supervisor has spoken directly with Mr. ***** explaining our position and we consider this matter to be resolved. Should Mr. ***** wish to discuss this matter further or have any additional concerns, we invite him to contact our Customer Service Department at XXX-XXX-XXXX.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Metronet about damages that was done to my floor when the tech came to my home to install internet in my home. I was contacted by one of their local manages who ask me to send Pictures to them and they would reach back out to me when they reviewed them and had a decision on what they were going to do to help resolve the issue. About a week later I was contacted and was told that they had a company that they were sending to my home to repair the floors. The floor company called me that Metronet picked and made a appointment with me to look at the floors and get a estimate. The floor company came to my home did the estimate and sent it to Metronet. After about another week with no contact from Metronet I contacted they guy who called me from Metronet who set up the floor company to come to my home for the estimate and was told that it was out of the price range that he had the ability to assist with and that he needed to send the information to another part of Metronet for review. I've called back every week for that last 6 weeks attempting to get a answer from Metronet about to floor repairs. and ever time I call I'm told that there going to send a email for upper management for them to contact me and I'm never contacted. I'm extremely upset because I already had the company that Metronet selected for the repairs complete the work as I was told that they were busy and I would not be able to get on the schedule until late June mind you the damage was done in September of 2021. I've paid out $3,500 for the floor repairs I've had to pay to have my furniture moved out of the room and then back into the room and I've had to pay for Loding as I was not able to be in my home when the repairs were being done. I'm out around $5,000 and this company keeps dogging me and will not respond back to me.

  Business response

  03/18/2022

  Business Response Thank you for passing along Mr. *****'s concerns and we apologize for the inconveniences he may have experienced due to complications caused by outside contractors. A Supervisor has spoken directly with Mr. *****, and we are working promptly to resolve this matter. Again, we apologize to Mr. ***** and invite him to contact our Customer Service Department at XXX-XXX-XXXX should there be any additional concerns. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have yet to receive a call from Metro-net I only received contact one time and that was to inform me they were having someone to come and and do a estimate on the floor repairs. After that contact no one has called me it's me calling and being told someone would call me back which hasn't happen. I'm out a lot of money and this issue is be on going for almost 6 months now. Either I get a phone call or I'll be reaching out to a attorney and getting a law suit filed in small claims court. I've given you more then enough time to resolve these issues and then when your given an estimate for the repairs mind you metronet is the one who selected this company the do the repairs then you want to not take care of it. Consumer Response *** ******* from Metronet contacted me in regard to damages that was done to my home during installation of my internet service. I was asked to summit pictures and invoices which I did and was told they would be looked at and would get payment sent to me within a few days. *** never contacted me back and when I reached out to speak with him he would tell me he would call me back which never happen. I continued to call Mr. ****** which he would send the call to Voice mail or would never pick up anymore of my calls. I have called customer service over 30 times since speaking with *** and have been told someone would reach back out to me to have the issue resolved that has not happen either. I'm left owing a company that Metronet selected to have the repairs done and they now aren't wanting to pay me back. I will have no other choice but to file a lawsuit to recoup the money I'm out due to not being paid back.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled Metronet service on October 29, 2021 and sent Metronet proof of returned equipment. They did not cancel and continued to process payments for Nov, Dec and January. The company now owes us $245.71. I called in November, December and February. The keep telling me I will get a check in 10 days and it never happens. Now I'm told it will be next Thursday to be mailed and they expect it to take 2-3 more weeks until I get the check and I find this unacceptable. I want Metronet to send me the funds that they took from me after I canceled my service. I want this done promptly.

  Business response

  03/09/2022

  Business Response Thank you for passing along the ******'s concerns, and we apologize for any inconveniences they may have experienced. We have spoken directly with the Steelys and consider this matter resolved. We invite the ******* to contact our Customer Service Department at XXX-XXX-XXXX should there be any additional concerns. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩