ComplaintsforGETUS Communications

• Initial Complaint

  17/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They were not able to guarantee installation on any days I was available so I cancelled the installation and service as the available install days and times were not clearly explained to me upon signing up. The times are limited and on days I work and I live alone. So they told me to send the equipment back and I would receive a full refund. I returned the equipment, unopened and they received it June 5th. They keep telling my my refund is in progress but it is now June 17th and am again told its still in progress 10 business days later.

  

  Business response

  22/06/2023

  This has already been resolved and a full refund has been issued to the end-user on the credit card we have on file last 06/18/2023. 
  Thank you. 

  Customer response

  22/06/2023

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20201938, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** ******
  

• Initial Complaint

  27/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid getus 2 weeks ago now for internet service they can't provide and won't my money back asap. Was contacted several times stating internet was on but I do not have service they say 24 hour service and its not 24 just get a recoding . Poorly skilled technical people that come up with outrages excuses

  

  Business response

  27/09/2022

  The client's activation date was yesterday and there was an outage which could be the main reason why he was not getting connected. We have already tried to reach out to the client to ensure connectivity. 

  Customer response

  27/09/2022

   
  ********** ********
  
  I am rejecting this response because:
  
  Sincerely, ** *****
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I scheduled a future cancellation of the internet service on Aug 27, 2022. They prematurely terminated my service. I had to go through hell of customer service who give you generic answers like did you try to turn it off and on again. I got the service reactivated and back after hoooours of waiting. 4 AM the next day, No internet service though the modem is working fine. The clueless agents don’t want to link me with the vendor. It’s been 10 hours and I have called them multiple times and I get the same generic answers. They always put me on hold each time for a long duration with the same reply eventually. They even claimed it’s a different issue with the modem but it is working fine but they just want me to get off of their backs and put the blame on something else other than the poor quality of their network and service. My demands are, an apology, followed by return of service STAT and waiving this month’s fee for all the trouble I have gone through.

  

  Business response

  08/08/2022

  The service has been restored after 4 days. Already reached out to the client. Can provide 2 weeks refund for compensation.

  Customer response

  08/08/2022

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** ************
  

• Initial Complaint

  17/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I gave this company 2 years to get it right. Went through 2 motems. Long periods of internet not working in my small apartment. Tech has come to my place two times.Their tech convinced me that maybe I should get ****. it would help and i would have to pay more. shaw tech said you dont need ****,,,.. . why do you have it? I have had no internet for 3 weeks and they wont give me my money back. They also raised my bill by 10 bucks without telling me. I always paid on time, with this problem and getting the run around with their tech i decided to go to another service provider. I am totally upset with this company and I have always been nice to them. They said the only way I can get my money back is if I continue with Getus. Are you kidding me? LOL It is crazy because it worked only 1/4 of the time.. Asked to talk to a supervisor and that was a no go. My call log on my file proves this issues for two years.

  

  Business response

  08/08/2022

  We have reached out to the client last weekend about the refund but had not received any response yet. Total of 1 month of service will be refunded to compensate the 3 weeks of intermittent connection. 

• Initial Complaint

  27/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Getus was great in the beginning, simple to use I had internet with them. I signed my grandma up with them for phone/internet/TV. The TV remote was too small for her to see and the guide was bizarre/. My grandma ended up getting a better deal to go back to **** so we did. Good grief.. it's been a month and we are still dealing with things. 1. Home phone number cannot be transferred as Getus has made it inactive on their end causing **** not to be able to transfer it. You would think this would be priority but it's been days without an update from Getus. I have been in touch with **** and are just waiting on Getus to do their part so my grandma can keep her number she has had for years. * I have been back and fourth with both companies for weeks. The home phone is important because that's the only way anyone can contact my grandma for crying out loud!! Appointments, check in etc 2. I've sent back the modems, TV box, and phone box which Getus has a link on their website to make a return label. They ask you to email the tracking numbers and than good right? NOPE I get an email today saying they haven't received the boxes or any equipment. I have the confirmation emails that they've been delivered. Why did I send the tracking numbers to them if they aren't going to use them? No offer to help me fix the phone issue either its everytime "we will check with our vendor" it's been days since the last email with no update like it's being brushed under the rug.

  

  Business response

  27/06/2022

  We are looking into this account of the client and have our senior leader reach out to resolve the issues. 

  Customer response

  28/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  It shows no accountability, I have yet to receive any email response to my proof of delivery. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  29/06/2022

  Client has already been informend that the phone number has already been cancelled on our head and she can go go ahead and call Shaw to have it ported. Client acknowledged. Equipment has also been successfully received by the warehouse. Thank you. 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to have my internet turned on over a week ago and getus has yet to do so. They insist that they have turned it on, or have just turned it on, with information changing daily. I get the same instructions either to reset my modem, which if i already said i did theyll insist very rudely that you do it again while they wait on the phone treating you like an actual imbecile as if the customer service representative reading off a script with only one way to fix something, knows more than you. Theyve told me each day to wait till midnight to be connected. Every morning the wifi isnt working. Had a shaw technician come out today to see if they turned it on properly and they did, he said he was confused why it wasnt working and must be the modem. I told getus and they just said to wait until midnight again to wait for it to be activated. Theyve already taken my money about 3 weeks ago for this, and continue to lie to me daily about a service i already paid for which they haven't provided. If they dont resolve this ill be reporting the charge to my bank as fraudulent.

  

  Business response

  05/04/2022

  The resolution for this case is currently in progress. As of today, we have deemed that there's an error with the modem information and is now currently being resolved. 

• Initial Complaint

  16/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a move request with GETUS on March 2, 2022 as I moved addresses. They got back to me and told me they would move services on March 9th remotely. On March 9th the activation was never successful and I requested that I get compensated the days without internet service. They emailed back saying I would be compensated for the down time with no internet. On March 14th, 2022 they set up an in home tech visit to help get the connection up and running again. Again this attempt for the new location activation was unsuccessful. I requested on March 15,2022 that at cancel my services with GETUS, because I was having too many issues and was not satisfied anymore. I switched my internet provider and have already gotten internet service in less then one day with the new provider. The guy on the phone tried convincing me to stay with GETUS, but I refused. I got my last bill invoiced on March 14,2022 and it included one full month of service & the move activation fee as well. I requested that they waive the whole bill as I wasn't going to use the credit for the 2 weeks without internet, they had told me I would get, which would be equivalent to the 2 weeks I owed. As for the move activation fee I also requested that was waived as the attempts were unsuccessful. They are now claiming that I am lying and the internet is working, which it clearly isn't, which is the reason I cancelled. Also they are claiming I won't be compensated for the downtime of services, even though they stated in an email they would. They are saying I won't be compensated because I cancelled their services and that is "procedure." I feel scammed and I will not pay for a service I did not receive. They are saying the only way I will be compensated is if I continue with their services. That is not fair at all and they have not kept their word with me.

  

  Business response

  05/04/2022

  The said invoice has already been cancelled (invoice #*******) and no charges have been made to the client. 

• Initial Complaint

  13/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the service in late Nov. They said my address was serviceable took my deposit and were shipping a modem. The modem arrived and I called for the next steps... but was informed that they could not service my location. I returned the modem with tracking info which they say they recieved and now am waiting over 2weeks for a refund only to be given story after story... GIVE ME MY MONEY BACK

  

  Business response

  14/12/2021

  Hello, 

   

  A full refund has already been issued to the client and he was already made aware. 

   

  Thank you. 

   

   

• Initial Complaint

  09/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I acquired the services of getus communications to start on the 1st of November 2021 as per our previous conversation at the beginning of October. I had ask to keep my phone number that i had when i signed up for Internet and Phone. we had briefly talked about cable as well but did not add it to the package. When the time came for them to start my services they were charging me for all 3 services for which i only signed up for 2 and to top it off the phone number i requested to keep was changed to something unknown to me. So i had no idea what my phone number was. After many attempts to call them and get this fixed they took my phone number away leaving me no way to communicate with anyone. This forced me to contact my old service provider and get my old services hooked back up so i could make the necessary arrangements to call getus and cancel all my services. This too took some time as the representatives could not understand the fact that i had cancelled my services and was requesting a full refund for poor customer service and leaving me without a phone for almost 5 days. I eventually got everything cancelled and had them send me a return label for their equipment which i promptly returned on November 11th at 9:45 am at the ********** post office with this tracking number **************** for which i have not received any confirmation on them receiving this package, yet it has been received by them when i track the package, Now i keep getting reoccurring emails threatening me with collections if i don't pay for equipment that i don't have anymore. ****** **** **** **** ** * ** ***** ******* *** ****** **** ********* **** ****** ** ******* *** **** ********** ** **** * ***** **** ** *** ** ** **** ******** * **** ** ****** ** **** ***** ****** ******* **** ******** Just to be clear i cancelled my services on nov 8/21 after them leaving me with no form of communications for the previous 5 days and requested a refund of all services paid for. ****** **** *** *****

  

  Business response

  20/12/2021

  We already committed in issuing a refund for his phone order. Our team is already getting in touch with the client. 

• Initial Complaint

  22/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on november 3rd i was speaking to a employee of GETUS communication and the lady on the line convinced me to buy a service from them , after a long discussion and the promise of a full refund if it didnt work i accepted the deal. after receiving the pod it was clear it was not going to work in my location due to poor cell service as i suspected and had explained to the lady from GETUS communication. After several unanswered emails and text I called the company and was told they did would not be providing me a refund. I bought the product and service under the promise that i would get a full refund if the pod would not work....

  

  Business response

  24/11/2021

  We have reached out to the complainant to apologize for the miscommitment made by one of our representatives and have granted full refund subject to equipment return. 

*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. ↩