ComplaintsforRitter Communications

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ritter says we owe them 12,000 dollars and turned us over to a collection agency for business back in 2022. We called multiple times to cancel service, they continued to take money out of our account and then would give the money back and always say they had taken care of the problem. Obviously ritter did not fix the problem. This is ridiculous and now ritter will not call us back.

  

  Business response

  05/24/2024

  Timeline of Events:
  
      September 2020: ******* ********* signs a 60-month contract with your company, receiving a discount in exchange due to a large upfront cost ($12,400).
      September 2022:
          ******* ********* sells the business to *********** Insurance.
          ******* works with your company and the installation team (SDC) to transfer services to ************* new location.
          *********** begins new services using the equipment relocated from *******'s old location.
      October 2022: Intended date for *******'s services to be fully disconnected.
      January 2023: ******* ********* discovers they are still being billed and requests:
          Disconnection of services, backdated to October 2022.
          Auto-pay to be canceled.
      March 2023:
          *******'s services are finally disconnected.
          ******* ********* incurs ETFs. (10,872.24)

   

  After further research, it was decided that ******* was not responsible for the balance and we have cleared the account and let collections knows. 

   

  Customer response

  05/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Can we get something in writing from ritter and the collection agency that this is resolved?   
  Sincerely
  
  *** *******

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 4/26/2024 at about 10:30 AM, we lost our phone and internet. We didn't get it back until late afternoon 4/30/2024. This is the third time that we have lost service for 3 to 5 days, but we generally lose service any time we get a heavy rain and/or lightning. The first time we lost service foe 3 days, Ritter apologized and offered a refund, but we were unable to tell if we actually got it. Since then nothing, no explanations, no offer of compensation. Aside from paying for service that we didn't get, my wife does phone interpreting and she was unable to work for 4 days. We don't have a cell signal here so our cell phones have to use wi-fi. When we lose our phone and internet we are totally cut off. In this day and age that is really disturbing. We don't think that we should lose service just because of a storm.

  

  Business response

  05/09/2024

  May 9, 2024

  Better Business Bureau

  Re: BBB #********
  ****** ******
  
  This letter is in response to BBB #******** received on May 1, 2024, from Ritter Communications’ customer ****** ****** regarding service interruptions during a storm and being provided credits for the time without services.

  On April 26, 2027, *** ****** called our Technical Support team to report a service interruption. While speaking with a technical support representative, the customer was notified of a known outage affecting their service area and that we are working as quickly as possible to get services restored.

  Although every effort had been made to take the appropriate steps to ensure that *** ******** issues were addressed as quickly as possible, due to safety concerns of the technician being required to climb a pole to resolve the issue at hand, we were unable to resolve until the storm had passed. All services were restored by April 30, 2024. We do understand *** ******** frustration during the process and his wife not being able to work during that time and have applied a credit for one month of service for the service outage and inconvenience this has caused.

  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customers’ needs for Ritter provided services. We will continue to focus on making sure *** ******** concerns are addressed as well as continuing to strive to provide him with the highest quality of services.
  
  Sincerely,

  
  Ritter Communications

  Customer response

  05/10/2024

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm so tired of your lazy *** employee. The service sucks.! Every time they come out to my house they never complete the job. They will always call for backup to get help with what he don't know what he is doing. Last time one of your employee didn't connect my internet together after he unconnected it. I had to call and see why I didn't have any service. On top of that one of your employee never came back to do his job. It was over 6 months when he lie and told me that the tools he needed never came in. They hang out at these restaurants in Osceola like they are on vacation on the beach somewhere. You need to put trackers on the trucks so they can be track so they won't be getting free money. I'm so feed up with my service BUFFING all the damn time!!! It suppose to be fix but whatever half *** job they have done doesn't last less than a week. This is ridiculous!!! Get some people that will work and not play with the company money. Yall want your money on time for the service but can't satisfy the customers need. When people start going to another company because y'all do raise up the prices and be greedy about it. I have called to tell them to stop at my payment and they told me ''We can't do that". That's because y'all want to drain folks pockets. The company could at least give out a better price. I just want the internet Not the damn phone service. There should be a way that you can only get the internet by itself. The company should be ashamed of their self how high y'all have them prices. If everyone vote in another internet company then this company will loose plenty of service. y'all just doing this because you think y'all can get over because another company haven't step in this area but it will so be prepared because somebody going to do it. I'm highly upset because they suppose to been here since Friday and if I didn't call today NOBODY would not be here. This is so sad and it make the company look bad because of your workers. SMH. I hope you do better.

  

  Business response

  03/20/2024

  March 20, 2024
  Better Business Bureau
  Re: BBB# ********
  ******** *****
  
  This letter is in response to the rebuttal of BBB ticket 2******* for ******** ***** regarding service issues and dissatisfaction with Ritter employees.
  
  Ms. *****s is an active customer of Ritter Communications and currently subscribes to Ritter’s 500 meg internet speed package.
  
  December 2022, Ms. ***** reached out and spoke with a member of Ritter’s technical support team regarding intermediate internet connection. After troubleshooting the reported issue, a trouble ticket was generated to have a field technician go onsite to investigate further. While onsite, the technician discovered the existing drop needed to be replaced but was covered by overgrown vegetation which caused a strain on the drop. The technician informed Ms. ***** of his finding and let her know someone would return to remove the vegetation and replace the existing drop.  Prior to leaving, our technician verified services were working.
  
  January 2023 a Ritter technician was able to get the needed access to the hanging drop to replace it with a new drop and remounted the house box. After the work was completed, the technician checked all signals and confirmed all signals were good and the modem was online. Because the customer was not home for the technician to provide an update, a member of Ritter’s dispatch attempted to contact Ms. ***** to provide an update.
  
  August 2023, Ms. ***** called in to request another modem due to the existing modem onsite overheating. A technician was dispatched onsite the next business day. When the technician arrived, Ms. ***** was not home upon arrival but did call back approximately thirty (30) minutes later to inform the technician she was home. While onsite, the technician replaced the existing modem and verified all service levels were good and services active.
  
  March 2024, Ms. ***** reported internet buffering. A trouble ticket was placed to have a technician dispatched onsite. While onsite, the technician replaced the existing outlet. Prior to leaving, the technician confirmed all signals were good and services working. Also in March 2024, the field technician supervisor followed up with Ms. ***** regarding her concerns and verify all was working properly. Ms. ***** confirmed services were working much better but was still having issues with the living room TV staying connected wirelessly. As a courtesy, a Ritter technician will ***ist Ms. ***** with getting TV connected via ethernet at no additional cost.
  
  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customers’ needs for Ritter provided services. We will continue to focus on making sure Ms. *****’s concerns are addressed as well as continuing to strive to provide her with the highest quality of services.
  
  Sincerely,
  
  Ritter Communications

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday December 20, I can home from work to my Internet being out. I contacted Ritter Customer Support, who opened a ticket. Someone came by the next day, found the issue was with the pole and referred the issue over to Maintenance, saying it should be resolved that evening (Thursday the 21st). This is where issues have begun. I have contacted support daily and they have had no updates from Maintenance, nor are they able to get ahold of them, as they have contacted them multiple times asking them to contact me. It is now Christmas Eve and it's apparent I will be spending my holidays with no internet and broken promises from Ritter's Maintenance team. I am seriously considering switching providers.

  

  Business response

  01/12/2024

  January 12, 2024
  
  Re: BBB# ********
  
  Gary ********
  
  This letter is in response to BBB # ******** received January 03, 2024, from Ritter Communications’ customer Gary ******** regarding unresolved internet issues.
  
  On December 20, 2023, Mr. ******** called our Technical Support to report that his services were out. A technician was dispatched on December 21st and per the technician’s notes, the external fittings were replaced at the house and at the tap as well as other various checkpoints were completed but ultimately, he was unable to resolve the issue during that visit. He then referred the issue to our maintenance division.  Mr. ******** called in on December 22nd and December 23rd requesting updates on our progress. On December 26th Mr. ******** called to verify that the services were working but he had some connectivity issues. Our Technical Support were able to troubleshoot with him to resolve. Ritter’s maintenance division closed the ticket on December 28th noting that the cable run had been cut by a construction crew in an adjacent neighborhood and that our maintenance team ran a temporary span of hardline to get services restored.
  
  Although every effort had been made to take the appropriate steps to ensure that Mr. ********’s issues were addressed as quickly as possible, due to the nature of the issue, multiple divisions within Ritter were required to diagnose to resolve the matter. We do understand Mr. ********'s frustration during the process and have applied a credit amount of $45.00 for the service outage and inconvenience this has caused.
  
  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customers’ needs for Ritter provided services. We will continue to focus on making sure Mr. ********’s concerns are addressed as well as continuing to strive to provide him with the highest quality of services.
  
  Sincerely,
  
  Ritter Communications

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet is provided by this company but have been out for 3 weeks at my home. It went out on 08/22/2023 and after 8 calls to the company internet has still not been fixed. They are still advertising and connecting new customers in the area but have not fixed mine. I have paid my bill and are up to date on my account. They keep promising but it’s still not working. We have been a customer since first of the year.

  

  Business response

  09/18/2023

  August 15, 2023
  
  Better Business Bureau of the Mid-South
  
  Re: BBB# ********
  **** *******
  This letter is in response to BBB ticket ******** from RightFiber’s customer **** ******* concerning internet issues.
  
   Although every effort has been made to take the appropriate steps to ensure that Ms. *******’s issues were addressed as quickly as possible, due to the nature of the issue multiple divisions within Ritter were required to diagnose and resolve the matter. Per our construction department, in addition to work completed on previous visits, the existing terminals were replaced throughout the customer’s neighborhood.
  
  We do understand her frustration during the process and have applied a credit amount of
   $ 76.00. We sincerely apologize for any inconvenience. We have reached out to Ms. ******* to ensure all is well after the issue was resolved and to give an update on the service credit provided.
  
  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customers’ needs for Ritter provided services. We will continue striving to provide Ms. ******* with the highest quality of services.

  
  Sincerely,
  Ritter Communications/RightFiber

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ritter communications was hired to install a new fiber optic line at our residence. Not only did they destroy the front brick of our home by installing a huge utility box right by our front door and main entrance, they left almost an acre of open fiber optic wiring running down our very long driveway through a hole in our privacy fence (they drilled without authorization), wrapped the line to run through the middle of our back yard around around our entire home (a huge tripping hazard), flung the line over another privacy fence, wrapped around a landscape tree, several loops tangled through rose bushes, then wadded up in a ball - again on the front of my home. ****** (our manager contact) was immediately notified and we were told this issue would be immediately fixed. Not only is this extremely shoddy work that lowers our homes curb appeal and value, this is a safety hazard and unacceptable. It has been 10 days of trying to contact them to remedy the situation. They will not return calls, they will not come fix their work, and we have wires running all over our yard. We cannot mow. We cannot let our dogs free in the backyard, and not to mention how unattractive this all looks. They did not have approval to run the line like this, and now they will not fix it.

  

  Business response

  09/19/2023

  September 18, 2023
  
  This letter is in response to BBB #******** for our former customer, **** ********* regarding unsatisfactory installation of services. We are sorry to hear that Mr. ********* was not satisfied with their installation process and below is a brief overview of the events.

  
  On August 17, 2023, Mr. ********* spoke with Mr. ******, a RightFiber contracted salesman, regarding service options.

  
  On August 21, 2023, Mr. *********’s RightFiber internet services were installed at his residence at *** * ***** **** Dr in ******, AR.  After completing the installation, the technician submitted details to RightFiber’s dispatch to have the fiber optic line mentioned in the customer’s complaint properly buried. Mr. ********* requested services to be disconnected before the drop bury work could be completed.

  September 1, 2023, Mrs. ********* called RightFiber and spoke with a representative to express her concerns with the initial install. The representative retrieved the needed information and escalated the concerns to a member of management. RightFiber foreman **** ******* met with Mr. ********* and was directed to remove the temporary drop and to discontinue services due to their experience.

  We understand the *********’s frustration and apologize for any inconvenience and have issued credit in the amount of $49.03 to clear the account balance. Their October billing statement will reflect a zero balance.
  
  Thank you for the opportunity to address and respond to the *********’s concerns. 

  Customer response

  09/26/2023

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

  The dates of “service” and the dates of contact to the company are inaccurate and incomplete. Ritter was notified immediately on August 17 of the dissatisfaction and their lack of quality in their work. Furthermore, I spoke with Ritter Communications daily from the original install date to the final removal of the wire in late September. The brick and mortar where they drilled and “installed” the cable on the front of my house has yet to be repaired and there is a hole leading to the direct outside, giant holes are still located in my yard (which are major fall hazards) from the initial digging of the cable in our easement at the road, and my wood privacy fence also still has holes where they dug the line through it on one side. In addition, half of a crepe myrtle in the backyard in which the cord was wrapped around has partially died. While the $45 “credit” for service we never used is a nice touch, we never switched our service, it was never even “turned on by Ritter”, and the damage they have caused to my home along with the stress of dealing with their issues is no where close to an appropriate response. 

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I have purchased a plan for one gig of Internet speed from Ritter communications. My home has not been receiving the 1 gig of Internet speed since at least November. I’ve made several phone calls to Ritter, in order to attempt to receive purchased Internet speed. Several technicians from Ritter have came to the house, all of which unable to verify that I am receiving the Internet speed in which I am paying. These technicians have offered solutions that my previously existing router was not capable, and therefore would need a new one. Therefore I spent $300 to get a new router. I also spent $100 to have an electrician run cat five cable to the downstairs. I’ve called Ritter several times asking them to change my plan to one that is more in line with the services that I am receiving And to get a refund for the services which have not been provided over the past several months. I’ve gone to their local office and I have asked to change my plan. I have asked for a refund for the difference in plans all while being denied at every occurrence while on the phone and while presenting myself to their office. I think it is reasonable that the Better Business Bureau know that Ritter is charging their customers in excess to what the services they are receiving. In my particular instance, for five months have been knowingly over-billed, have been refused a refund, as well as being refused the ability to change Internet plan to one that is cheaper and more in line with the services that I am capable of being provided.

  

  Business response

  03/17/2023

  March 17, 2023

  
  Re: BBB Complaint #********
  
  This letter is in response to the BBB case #******** received March 9, 2023, from Ritter Communications’ customer **** ******* concerning receiving the subscribed internet speed. 
  
  Mr. ******* currently subscribes to *******’ 1 Gig download speed for $80.00 per month. Each interaction with our customers is documented and our records indicate that prior to the BBB action that was filed on March 9, 2023, there were three (3) trouble tickets for reported internet issues since November 2022.
  
  On November 21, 2022, Mr. ******* call in to speak with Ritter’s technical support team to report no internet services. After no success with the troubleshooting steps taken, the representative placed a trouble ticket to dispatch a field technician on premise. While onsite, the field technician performed the proper troubleshooting steps, replaced the non-wireless modem, made sure it was connected to Mr. *******s personal router, and ensured all was working prior to leaving.
  
  On January 12, 2023, Mr. ******* called in to speak with a member of the technical support team to report issues with his internet speed slowing down at random intervals. A field technician was dispatched onsite, and it showed to be an issue with the signal reaching to other parts of the home.
  
  On March 1, 2023, Mr. ******* also called in to technical support to report slow internet connections in intervals. A trouble ticket was placed for a field technician to go onsite. While onsite, the technician discovered the customer’s speed was not where it should be based on what he was subscribed to. The field technician escalated the issues to Ritter’s network operations and activations team to investigate for a resolution.
  
  On March 9, 2023, Mr. ******* came into the Ritter office in Jonesboro concerning internet speed issues. His concern was escalated to the technical support manager and she spoke with Mr. ******* while in the office.  Mr. ******* was made aware his concerns would be escalated to the field supervisor for further investigation and his account reviewed for credits. He was also informed he would receive a follow-up call with an update. After reviewing Mr. *******’ account, the technical support manager applied credits in the amount of $300 to his Ritter account to help offset the difference in the speed received and cost of speed paid for monthly, and to also offset some of the cost for the additional router purchased by Mr. *******.
  
  On. March 13, 2023, Ritter’s technical support manager followed up with Mr. ******* to provide an update. He was educated on the credits provided, and it was explained that Ritter’s network operations team were actively working on his issue for a resolution. Mr. ******* was also informed that he would receive a monthly credit for the price difference in the 1 Gig download speed and what he is receiving until the issue is resolved.
  
  At Ritter Communications, we consistently strive for customer satisfaction and meeting our customer’s needs for Ritter provided services. We will continue to focus on making sure Mr. *******’ concerns are addressed as well as continue striving to provide him with the highest quality of services.

  
  Sincerely,

  
  Ritter Communications

*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. ↩