Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been over six months since they damaged my driveway while installing their lines. We issued a complaint and have told for they would get in touch with us, still has not happened after numerous conversations and promises. Their lack of follow up and communication is atrocious!!Please stay away from this company as they clearly do not value customer requests and provide no responses.

  Business response

  12/16/2024

  We sincerely apologize for the delay in addressing the damage to your driveway and the lack of communication youve experienced.
  
  We have left you a message and are actively working with our construction team to resolve this issue as quickly as possible. Please know we are committed to making this right and will keep you updated throughout the process.
  
  Thank you for your patience.
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ripple Fiber contractor damaged my irrigation system during line installation in June 2024.- service request filed on 25 June 2024 (Ticket # *******)- Ripple Fiber responded back on *********************************************************** for repairs.- On 9 July, after no contact by their contractor, Ripple Fiber responded by stating that I could have my landscaper repair the irrigation system and submit an invoice to them for reimbursement.- On 14 and 15 July, my landscaper repaired the irrigation system.On 16 July I submitted the repair invoice for $1240.00 on 16 July.- I have contacted Ripplke fiber multiple times between now and July 2024 with the latest response on 3 December that the issue has been elevated with no new information as to when my landscaper will be reimbursed.- I have photos of the damage and repairs - I have the email trail on this issue

  Business response

  12/10/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration this delay has caused the customer. 

  We have been in contact with the customer regarding their concerns. While the landscaping repairs have been completed, the customer has not made any payments out of pocket. We are now working directly with the landscaper to ensure they are reimbursed for the work performed without further delay.
  

  We truly value the customers patience and understanding and are committed to resolving this matter promptly. We will continue to keep the customer updated on the status of the reimbursement.
  

  
  

  Customer response

  12/12/2024

   
  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.  I am awaiting the legal document to sign and the reimbursement of my landscaper.
  
  Thank you. 
  

• Initial Complaint

  11/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Ripple fiber install on October 4, 2024. Received email to expect 2-3 weeks before install. November 12, installer finally came out and said he couldnt install because its raining. I dont know when Ripple will complete their install, because no one in customer service can give me an accurate day of return. Our install should have been prioritized after the first inability to install.

  Business response

  11/22/2024

  We sincerely apologize for the inconvenience caused. After reviewing your concerns, we reached out to you directly, discussed the situation, and received your valuable feedback. We have now scheduled the installation for November 22, 2024. We understand the frustration caused by the delay, and we appreciate your patience as we work to complete the installation. Should you have any further concerns, please dont hesitate to reach out to us directly.
  
  Thank you for bringing this matter to our attention.
  

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a rental property *******************************************************************. Our tenants notified us of low water pressure for a few days and then zero water. We went to investigate and discovered after digging for hours and hours personally, a broken pipe with 3 broad band cables inches away from the broken pipe. Those 3 cables were not there 2 years ago when we replaced the pipe that was 50 years old at the time. Ripple are the owners of the cables and when they dug on the private side of the water meter without letting us know or gaining permission from us. They broke the pipe and are refusing to accept responsibility. We had to pay out for a plumber to come and fix the issues so the tenants could have water asap plus we have given the tenants compensation. Not only have Ripple caused us untold amounts of stress and time, they are on our property. They should not have dug on our property - they should have dug on the easement so if they do damage they can take it up with the town. We have spent hours and hours digging, hours driving back and forth and hours on the phone only to be ignored or told the ticket was closed. We need to be compensated for their negligence, reimbursed for what we have had to pay out and they need to pay us to use our land OR remove those cables from our property. Thank you for assisting us in this.

  Business response

  11/08/2024

  We sincerely apologize for the inconvenience caused by this situation, particularly the impact on your tenants and property. Your patience throughout this process has been greatly appreciated as we worked to resolve the issue.

  We would like to confirm that the contractor responsible for the work in your area has been in direct contact with you, and we understand that you have discussed the matter together. Additionally, a check has been mailed to cover your reimbursement.

  If theres anything further we can assist with, please dont hesitate to reach out. Thank you again for your patience and for allowing us the opportunity to resolve this matter to your satisfaction.

  
  

  Customer response

  11/12/2024

   
  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

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They ran my neighbors' cable through my yard without permission. I want it removed and run through his yard. We both have filed a complaint with the company but they have not responded with so much of an acknowledgement. It has been almost three weeks. I would like the cable removed and my lawn fixed.

  Business response

  09/27/2024

  Thank you for bringing this to our attention. We apologize for the delay in resolving the issue and for any inconvenience caused by the cable being run through your yard.

  We spoke with you on September 23rd, the day the complaint was filed, and since then, our contractor visited the site on September 24th. Our contractor will coordinate a date to reroute and rebury the cable in the correct yard. The new path has been marked, and we are working to complete this as soon as possible. We will also restore your lawn to its original condition once the work is done.

  We appreciate your patience and will continue to ensure this is resolved to your satisfaction.  

  
  

  Customer response

  10/01/2024

   
  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. 

   

  The Ripple Fiber crew was out today and completed the reinstall satisfactory for me. You may want to check with my neighbor, **** *****, as it is his cable.

  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last week, there have been between ***** random people making unannounced visits to my home. Random crews of men have come and gone. Hundreds of flags have been placed. Hundreds. My new yard has so much spray paint on it that it looks like a graffiti artist tagged it and the cherry on top? A little after 7:15 am this morning, 5 trucks arrived with a crew of 20+ contractors and they are now digging MASSIVE holes in my yard. The equipment they are using is unbelievably loud and if you aren't aware...lots of people work from home. Shall I send you a bill for lost revenue due to your crews making it impossible to work remotely today? My hourly rate is $275. You are destroying our yards. You are blocking the neighborhood entrance. You failed to provide the required 30-day notice so that the residents can prepare for your visit i.e. mow the yard BEFORE you rip it up. Prepare other arrangements for our children that usually PLAY IN THE YARD. Perhaps find a temporary office space. It's also incredible how you schedule your crews to arrive BEFORE you are open and expect non-customers to wait almost 40 minutes to speak to a customer service representative while a false and misleading IVR message plays over and over again. Was I really the "first caller in line" for 40 minutes? I have absolutely no intention of using your service so, you have effectively destroyed my yard and created a neighborhood issue for absolutely no reason.

  Business response

  08/08/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by our fiber internet infrastructure construction; we understand how disruptive this can be.  In early July, our team placed door hangers on residents' doors to notify them of the upcoming construction.  Additionally, our crews are working within the designated public right of way, which sometimes requires working close to private properties.

  During the restoration phase, our goal is to restore your property to its pre-construction condition or better. If you have any concerns after restoration, please don't hesitate to reach out by visiting our website or calling us at ************.

  We apologize for the inconvenience this had on your workday and appreciate your feedback, as it helps us improve our service.

  Customer response

  08/09/2024

   
  I am rejecting this response because: nothing in my communication was actually addressed...I did receive a call from an employee of yours on August 1. I was unable to speak with him at the moment but called him back and left a VM. After I submitted the complaint and was walking my dog around the neighborhood, some of your crew were sitting in a black ***** Avalanche (license plate: 426 AJX) started honking their horn at me. Over and over and over again. I was just feet away and just as I was about to round the corner, one of them shouted "have a nice day!" and then proceed to laugh. So. Your response was both insufficient in that you essentially ignored the fact that NO prior notice was given to the residents was perfectly acceptable and the conduct of your crew was disrespectful and could very easily be deemed as harassment. If you can't take ownership for the misconduct of your crews, you shouldn't be in business. Accountability, Ripple. Try it. 
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the recent fiber optic cable installation in my neighborhood. During the installation, your team accidentally struck the internet cable, resulting in an outage for three homes in our cul-de-sac.A ticket was created with Ripple Fiber, and I was informed that your company could not handle the repairs. I was advised to contact Spectrum for assistance. Spectrum responded promptly and had to dig in my yard and two of my neighbors yards to repair the damaged line, which runs under each driveway. Unfortunately, this repair work caused significant damage to our yards.I reached out to Ripple Fiber for compensation for the damage caused by your installation. Initially, I was incorrectly told to address the issue with Spectrum. Spectrum is the company that came out and corrected Ripple Fiber's mistake and did the necessary repairs. Subsequently, a representative named ****, who refused to provide his last name, stated that Ripple Fiber is not liable for any damages and would not be offering compensation.I am requesting that Ripple Fiber take responsibility for the damage caused and restore my yard to its original condition. The excessive damage was a direct result of your faulty installation work, and it is only fair that Ripple Fiber rectifies this mistake.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business response

  08/06/2024

  We are writing in response to your complaint received on July 31, 2024.

  We apologize for any inconvenience caused and thank you for bringing this to matter to our attention.  We are actively working with you to resolve the property damage resulting from the recent fiber optic installation. Our team has been in contact with both you and our contractor to address the situation.  We are continuing to investigate the matter, particularly regarding our contractors subrogation payment to Spectrum for the repairs and restoration.
  
  Thank you for your patience as we work towards a resolution.  We are committed to ensuring that your yard is restored to its original condition.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wed July 17, 2024 Ripple Fiber had a worker come to my house, to do the initial installation of conduit from the roadside box to my house. Two people did the work both Ukrainian, one maybe 30, and one 15 years old, I asked and verified. It was late afternoon I was working from home, I didnt see them leave. Later, I went to see what they did, and noticed my sprinkler head was at an odd angle, when I went to straighten it out, I discovered it had been broken, then just shoved back in the ground. I called then first thing the next morning, and was told I would hear back that day. I called again on Friday but could only get ahold of the call center, not my local office. Again, I left messages and never heard back. I called on Monday, could not get ahold of anyone local,

  Business response

  07/29/2024

  We are writing in response to your complaint dated July 22, 2024.

  Thank you for bringing this matter to our attention.  We apologize for the inconvenience you have experienced regarding the damage to your sprinkler head and the subsequent frustration in trying to get the issue resolved.
  

  Our contractor will be at your property tomorrow to complete the necessary repairs.  We have also called and left a message requesting that you contact us if the repair is not resolved to your satisfaction.
  

  We appreciate your patience and understanding, and we are committed to addressing and resolving this issue promptly.  If you have any further concerns, please feel free to contact us.  
  

  Thank you.  
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The town of **************, ** chose Ripple Fiber to be installed last year without any residents input. The company dug huge holes in our yard last winter to installed the conduits for the fiber optic line. This spring a second group started digging a huge hole in our front yard saying there was a blockage in the lines that were installed in the winter. They have dug in our yard 4 times stating there is dirt blocking the lines yet the have yet to clear the lines. They never tell us how they know its our yard where its blocked or why they arent able to clear the dirt out. Sounds like the original installation was suspect at best and this crew has been in our well manicured yard multiple times without success or our permission. Clown show at best. We have told the couple attempting to clear the conduits to never set foot in our yard again or be charged with trespassing. We filed a complaint with Ripple customer service at the ************** office but never heard back from them.

  Business response

  07/24/2024

  Thank you for bringing your concerns to our attention.  We sincerely apologize for the inconvenience and frustration you have experienced with the fiber installation process in your yard.
  

  We understand your concerns regarding the repeated digging and lack of clear communication.  According to our construction team, the blockage was removed on July 16.  We recently reached out and left a message to confirm the restoration of your yard. 
  

  We value your feedback and are committed to improving our service.  If there are any further issues, please do not hesitate to contact us.
  

  Thank you for your patience and understanding.
  

  
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When the service goes out after hours there is no tech support. Horrible customer support.

  Business response

  06/13/2024

  Thank you for bringing your concerns to our attention.  I apologize for any inconvenience you experienced with our service and customer support.  Please be assured that we do offer 24/7 support and have technicians available after hours and on weekends to address any issues that *** arise.

  I attempted to reach you on June 11th and again on June 13th to discuss your experience in more detail.  We are committed to resolving any issues you *** have faced and improving our service.  At your earliest convenience, please contact us so we can further understand your experience and work towards a satisfactory resolution.

  Thank you for your patience and understanding.
  

  
  

*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. ↩