Complaints

• 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.
  

  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple attempts have been made to get Ripple Fiber to have damages repaired. They continue to fail to meet their promises set.

  Business response

  05/30/2024

  I am writing in response to the above complaint which was received on May 24, 2024.
  
  Our construction project at the mentioned site was completed on February 6th.  We received the initial complaint from ************** on February 22nd.  In response to the complaint, a site meeting was held involving **************, our Project Manager, Contractor, and the Town Manager.  During this meeting, the Town Manager conducted a thorough inspection of ****************** property and the utility right-of-way (ROW).  The Town Manager concluded that Ripple Fiber was not at fault for any alleged damages and advised the homeowner to contact the town should any further issues arise.  We encourage ************** to reach out to the town, as advised during the site meeting.

  Thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Almost two months ago Ripple Fiber installed fiber optic cable in my neighborhood. They excavated in several areas of my yard to facilitate the installation. In each instance where their excavation took place the grass is now either non-existent or has died because they did not dig down far enough when they attempted to pull the sod up. They should have dug 6-inches or so in order to get the roots of the grass. Instead they dug an inch or two. I have lost track of the number of phone calls, and text messages I have made to Ripple and their contractor. ***** with Ripple - ******************** with their contractor ************) Each time I am told they will be back to replace the areas with new sod. The most recent instance was two weeks ago. A gentleman named ****** *************) visited my property and finally made a repair to a sprinkler head in my irrigation system they had disturbed and he said he would be back last week to restore my yard. I want this business to restore my yard to the condition it was prior to them completing their work on my property.

  Business response

  05/09/2024

  I am writing in response to the above complaint which was received on May 2, 2024.

  We apologize for the inconvenience caused by construction in your neighborhood and the subsequent damage to your yard.  Our construction was halted due to a stop work order issued by the Town of *********, which required an additional agreement between our company and the town authorities. This agreement has been reached and we recently restarted construction and restoration work.  We understand the frustration this has caused and appreciate your patience.  We have been in contact with the contractor who will complete further restoration work, which is scheduled for May 10, 2024.  

  Please feel free to reach out to us if you have any further concerns or need additional information.  Thank you for bringing this to our attention.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ripple Fiber has come into our neighborhood against homeowners will and have torn apart our yards and have installed large orange cables for internet. We don't want their internet service. They have left these cables and all the work they have done unfinished since February 2024. They are not providing clear, honest, transparent answers of WHY the work has stopped and WHEN it will be completed. It has placed an undue burden causing us trouble mowing the lawn around the cables and the constant eyesore of the mess they left behind. We NEED resolution from this company.

  Business response

  04/29/2024

  I am writing in response to the above complaint which was received on April 24, 2024.
  
  We sincerely apologize for any inconvenience this has caused you.  The Town of Lexington issued a stop work order requesting an additional agreement between us and the town.  As a result, our construction halted immediately, leaving areas unfinished.  We continue to seek approval and finalize the agreement between us and the town so we can resume construction and restoration. Our Regional Executive has attempted to reach you to address any concerns you may have. 
  
  Thank you and we appreciate your patience.

  Customer response

  04/29/2024

   
  I am rejecting this response because:
  No specific details or date is given to complete the work. I replied via text to ***** the regional executive manager for Ripple that has reached out to me and currently have not received any further correspondence regarding this matter. When is the work going to be completed? I'm asking for transparency and honesty about when the work is going to be completed. Tired of having the wires sticking out the ground in the yard and the run around excuses. Thank you

  Business response

  05/03/2024

  Thank you for your continued patience and for bringing your concerns to our attention.
  
  As previously mentioned, our construction was halted due to a stop work order issued by the Town of *********.  As a result, we are prohibited from performing any construction work or restoration that involves digging.  We understand the importance of resolving this situation promptly and are actively working to secure the necessary approvals from the town to resume and complete the work.
  
  We anticipate receiving a decision from the town on May 6,2024.  Should we obtain the required approval, our team is prepared to resume work immediately, aiming for completion and restoration of the affected areas.
  
  Regarding communication, please note that our Regional Executive, *****, is unable to send text messages from the number he used to call you.  However, he has attempted to reach you on several occasions and is available for further discussion.  You can also contact the Town of ********* for additional information.
  
  Once again, we apologize for the inconvenience and appreciate your understanding as we work towards a resolution.

  Customer response

  05/06/2024

   
  I am rejecting this response because:

  Complaint will remain open until work is completed.

  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When RippleFiber came through our neighborhood they dug in front of my house and broke through the main water line. They "repaired" the break and resumed work through the neighborhood. On Thursday 1/18/24 my main waterline was gushing down the street. I had to call a plumber (HuffPlumbing) and they proceeded to repair the break. They dug to the waterline and determined that an inappropriate repair had occured for the previous break. The pipes had been GLUED and given way. They took pictures and advised me that it was not only inappropriate repair but a repair that was not up to code. It should never have passed inspection. This repair cost me $376.25 for the repair. I would like to be reimbursed. When I try to contact the company I am left on hold and never get to inform or discuss with a live individual.

  Business response

  01/30/2024

  I am writing in response to the above complaint which was received on January 24, 2024.

  We apologize for the inconvenience caused by the waterline issue.  Our Regional Executive has been in contact with our customer, and we are coordinating with our contractor for direct reimbursement of the repair cost.  We appreciate your patience and are committed to resolving this promptly.

  Customer response

  01/31/2024

   
  I am rejecting this response because:
  I found the response to be very professional and cordial and am looking forward to receiving my complete reimbursement for an improper repair that was not up to code.  I will be happy to close my complaint when I receive the reimbursement and not before.  I have no responsibility for Ripple Fiber subcontracting to an irresponsible and inadequate construction company and do not expect to bear that financial responsibility for the damages I incurred.  

  Business response

  02/02/2024

  We contacted ******************* and confirmed reimbursement payment has been received.

  Customer response

  02/05/2024

   
  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. Ripple Fiber has been very cordial and responsive to my complaint.  Reimbursement was hand delivered to me.  I also received a courtesy call to make sure I was satisfied.  I feel that they did everything they could to satisfy my complaint quickly.
  
  Thank you. 
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ripple fiber installed fiber. They broke my water lines for my rain bird sprinkler system. My neighborhood multiple issues they live at ************* two stone down lane. **** had to come and dig in my yard. They broke my sprinkler system too. Since ripple started this I blame it on them they are not acting responsible I want my sprinkler fixed.

  Business response

  01/17/2024

  I am writing in response to the above complaint which was received on January 10, 2024.
  
  We sincerely apologize for any inconvenience our customer has experienced due to the damage to the sprinkler system.  On November 28, 2023, we discussed the situation with our customer and confirmed that the sprinklers were functioning properly after our construction work.  The subsequent damage was reportedly caused by ************  Our customer opened a ticket with *********** to address and repair the damages to the sprinkler system, however, repairs have not been completed.  Our Regional Manager has been in contact with *********** to expedite the repair process and a meeting between our contractor and a representative from *********** is being scheduled to assess the damages.  *********** has provisionally agreed to bear the costs if the damages are attributed to their actions.  We have communicated these developments to our customer and are diligently working towards a resolution. 

  Customer response

  01/17/2024

   
  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. 
  

  Customer response

  01/17/2024

   
  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. 
  

  Customer response

  01/17/2024

   
  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

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company came out and installed a box on my house in a location I did not approve of, while I was not home. I called once to have the companys contractors come out and relocate the box. They never came. I called again to request a complete removal of this box because I was not happy that no one has contacted me. Still to this day no one has contacted me about removing the box and repairing the damage done to my home. This company is bad, their installation contractors are worse. I have seen ****** reviews of similar situation. They need to come remove the equipment from my home and repair the damage caused by the installation.

  Business response

  01/04/2024

  I am writing in response in response to the above complaint which was received on December 22, 2023.
  
  We apologize for any inconvenience we caused as a result of our *** installation.  We have discussed this matter directly with ************ and have removed the *** and repaired any damage per his request.  Thank you for bringing this matter to our attention.

  Customer response

  01/05/2024

   
  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

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  November 1 Ripple Fiber sent a SEXUAL PREDATOR to our home. He made several LEWD SEXUAL COMMENTS TO MY WIFE. SCARED THE **** OUT OF HER THIS SHOULDNT HAPPEN AND THERE WAS A FELLOW EMPLOYEE WITNESS.HERE IS A DETAILED VERSION OF EVENTS WRITTEN BY MY WIFE

  Customer response

  11/13/2023

  I would like a full refund and Personal Apology and *********** Through Spectrum for 1 year.

  What happens if this doesn't get resolved to my Satisfaction does it stay as a permanent record on there account 

   

   

  Business response

  11/17/2023

  I am writing in response in response to the above complaint which was received on November 13, 2023.

  We wish to express our sincere apologies to our customer and his wife who experienced distress due to overhearing an inappropriate conversation by one of our employees to another that was not directed at the customer. We take such matters very seriously and have taken immediate action against our employee. We have reached out to our customer and offered an apology. The company maintains strict policies and has strong expectations of professional conduct by all employees.   
  

  Please let us know if you have any questions. 

  Customer response

  11/21/2023

   
  I am rejecting this response because:It is pure Blasphemy my wife never received a direct apology. This company has a proven track record of a C- Rating With the BBB this should reflect what kind of company they truly are. You left my wide trembling vulnerable then we get our tires flattened. I compl4etely reject any response. The whole world needs to see this. 
  
  

  Customer response

  11/21/2023

  What about the refund and new service with Spectrum for a year 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Open Fiber, now Ripple Fiber made an unannounced and unrequested installation of a fiber line and fiber box onto my home on 8/24/23. Ripple Fiber has made a poor attempt to repair the damage to my siding, they made a poor attempt to repair the damage by installing a piece of siding found as a remnant at a siding installer. The siding does not match my original siding, I was told by the installer they would have to purchase an entire box for one piece to repair the damage they caused.I have attached a detailed listing of the delays and multiple phone calls/text messages with ********************* of Ripple's ********, ** office. ************** continually gives excuses and continues to ensure me he is taking care of this issue. I only want my home back to its original siding which I paid 35K to have it installed 2 years ago. Open Fiber now Ripple Fiber trespassed and damaged my home after I simply looked at their website checking if fiber was available in my neighborhood..

  Business response

  10/11/2023

  BBB,

  A subcontractor replaced a section of siding on ******* house, but the work didn't meet our satisfaction. The problem arose because the subcontractor had to use a different siding texture, owing to a four-week delay with their supplier. I've managed to locate the correct siding, which will be available from another source in approximately two weeks (please refer to the attached invoice). Rest assured; we are committed to fulfilling our promise of complete restoration as soon as the necessary materials are in hand.  I have maintained continuous communication with ***** and have kept him informed about the delay. We eagerly anticipate the opportunity to restore his property.

  Regards, 

   

  **********;

  Customer response

  10/12/2023

   
  I am rejecting this response because:
  I do not trust ***** or Ripple Fiber will follow through to correct the damage they had caused to my home, once the damage they caused is properly repaired, I will consider resolving this complaint.

  ***** stating the work did not meet Ripple's satisfaction is a completely false, ***** made the first poor unannounced attempt to repair my home on 8/28/23 by filling in the holes with caulk, I reached out to ***** on 8/30/23 after noticing this on my cameras, ***** called me back asking me to give him a week or two to find a contractor. 

  On 9/11/23 **** the "siding contractor" stated to me he does allot of side work for *****, **** finally showed up on 9/15/23 after what he stated he exhausted all of his siding resources and "grabbed the closest panel anyone has...unfortunately it's still not very close." ***** was copied on this message, I asked ***** "what are you going to do about this", he read my text and did not reply.

  I sent ***** another text on 9/22/23 asking ***** if he was going to correct my siding issue, 4 days later, on 9/26/23 ***** replied "yes".

  On 9/29, 10/2 and 10/3 I sent messages to the Ripple "contact us" portion Website with no response at all, it was only after I sent an email to the "info@ripplefiber" email on their website that I finally receive a text response from ***** on 10/4/23.

  We later spoke on the phone; he again tries to ensure me he is still trying to locate the original siding that **** was able to find on 9/15/23.

  Does this seem like a person that maintains continuous communication and is eager about anything?

  All of the details of my dealings / conversations I had initiated with ***** were listed within the attachment when I filed the claim, all text messages, photos, videos are available if needed.

  Business response

  10/13/2023

  BBB and ****,

  I'm really sorry that you're feeling unsure about this, but I'm actively working on fixing the siding issue to make it right. I've already placed the order, and the vendor said it might take about two weeks. If you want, you can check with them directly to confirm.
  I totally agree that what's been done so far isn't up to par. I want to make sure I fix it to your satisfaction. I promise I'm committed to getting your property back in shape. Thanks for being patient, and I appreciate your understanding in this situation.

   

  **********;

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I built our dream home in October 0f 2022. Prior to ** moving in, the homeowners decided to allow Open Fiber to install fiber optic high speed internet access throughout our small community. In addition to tearing up everyones yard, several driveways were damaged, including ours. The installation took place in late October and we immediately notified our builder. The builder explained that Open Fiber was responsible and in late November we began contacting them. Since that time we have been told repeatedly that someone will contact us for resolution. We have also been told on numerous occasions that they are coming by your home today. We are not allowed to speak with a manager or allowed to have last names or phone numbers. Finally, 2 weeks ago we received a visit from 2 representatives from Open Fiber. Since that time, we are back to no responses and missed appointments from the company. We do not know where else to turn. We just want our driveway fixed by the people responsible for damaging it. How are companies allowed to treat people this way? We want our driveway to look exactly the way it did when we closed on our home. We closed and less than 2 weeks later it was cracked and damaged, not to mention the yard was never completely repaired. We are left dealing with a company that is responsible for damaging our property and that thinks it is acceptable to ignore the homeowner. Open Fiber has offered to replace the section of driveway that was damaged. Unfortunately, that is no longer an acceptable solution. The driveway is now weathered and will need to be completely restored. This would not have been necessary if repaired back in October or November 2022.

  Business response

  08/05/2023

  We attended an appointment set with *********************** at ***************, Tuesday July 11th. At that time we discussed what was a reasonable response to the one broken concrete panel on the driveway. At the time the ******* asked for all the concrete (entire driveway) to be replaced. It was stated that we would not be able to do that since only one of the six panels were broken. However, we did offer to replace the broken and adjacent panel to bring symmetry to the repair. On Wednesday July 12, *********************** accepted the offer to replace the two panels and the work was scheduled. Repairs were completed 7/17/23

   

  Customer response

  08/08/2023

   
  I am rejecting this response because: 

  There are now additional issues that resulted after the repair. 
  

  Concrete was splattered all over the driveway including our garage door. The yard was further damaged. We now have damage in the yard from the original install from 11-2022 and now from the recent repair. Open Fiber continues to ignore our yard concerns and has caused ongoing damage. They also ignore calls and texts. 

  
  

  Business response

  08/25/2023

  I have communicated with ******* on multiple occasions to gain a better understanding of the situation. Additionally, ************* from our project management team has also engaged in a conversation with *******************. Her assertion that we have not been in touch with her is unfounded. We have taken the initiative to hire a landscaper to address her lawn concerns, and we are actively working to rectify the issue of cement overspray. Our team is scheduled to conduct an on-site inspection next week.  We are actively working to resolve this issue.
  
  If you have any questions, please give me a call.
  *********************;
  ************

*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. ↩