Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into ******************* in May 2023. GigaMonster internet has been constantly in and out, changing passwords for no reason, and never provided anywhere close to the speeds promised. When the company was bought out by *********, the troubles worsened, and their customer support is non-existent - representatives just shuffle your call around taking your information and you never speak to anyone that can solve your issues. Techs never come when they are scheduled, making taking off work for them to troubleshoot a major hassle. Finally a tech that came out told me that gigamonster/********* is supposed to have a router in every apartment and mine needed an internet line run for this. He then told me that they probably wouldn't be able to put one in because they had more important things to work on?? Now ********* has been continuously charging me double each month and refuse to fix this error - I have to put in a support ticket every month, then wait for it to be approved before being credited (which doesn't always happen).

• Initial Complaint

  Date:09/18/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a complex in ********, **, Just outside of *******. When I moved in I was made aware this was the only internet I could receive. I signed up for the 1GB of service. At no point in time did I EVER get anywhere close to that. At best it was 1/5 of it according to all the speed tests. Not to mention no month went by without service interruptions and usually for days on end. Impossible to get answers or anything from customer service. for the price I paid monthly I expected 10x the service I was actually provided and that's being generous.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my apartment complex, delamarre of celebration, uses gigamonster as their internet service provider. for an additional $49 you can upgrade the internet speeds to 1 gigabyte. for the months of march, april, and may of 2023 service was no where near the 1 gigabyte i was paying for and actually running at worse speeds than basic service should have provided. the slow speeds were due to equipment problems my technician told me at the "back-haul provider site'. i was told on the phone that we would be credited for these 3 months and gigamonster is now claiming no knowledge of the matter. i refused to pay my bill in july because my account was supposed to have been credited for the down time of 3 months. now they keep sending me notices for payment. i tried calling and they claim no knowledge. i have emailed many times with no response. i am still waiting for a response from a supervisor/ manager to settle this but have received no communications in email or on the phone.

  Business Response

  Date: 08/01/2023

  We've contacted Mr. ********** via email. The refund of March, April and *** was provided as he requested. You can refer to internal case 00221047.

  Customer Answer

  Date: 08/01/2023

   
  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

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet is constantly dropping out of service and reconnecting, it makes our smart thermostat completely unusable as well as the reliability of internet for work usage unreliable.

  Business Response

  Date: 08/16/2023

  We reached out to **************** over the phone on 8/1/2023 to address this issue. Due to he was at work he could not speak at the moment, he offered to call us back. We also reached out to via email on 8/2/2023 and 8/3/2023 to follow up but we have received no response. 

• Initial Complaint

  Date:07/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *** sent me a letter stating GigaMonster is the unique internet provider I can have.I called Giga Monster on July 3rd 2023 and set up my account with them, they happily ran my credit card and took my money.Today, after being told few times they had an outage, I finally was told they have an open issue without estimation of resolution, also gigamonster eas aware of their impossibility and incapacity to provide me services when they sold me their services.The only thing they tell me is that I have to wait, but dont commit a timeframe for resolution.I need you internet to work and I will run into loss of revenue next week for f I cant have a reliable way ******* service I dont know what I can do. Just hoping this complain will trigger and effective response I will also have to talk to the *** and ask why they have such a lousy service provider. Bottom line, this is the *** service afterwards, as they state in their welcome kit this GigaMonster is the only ISP I can go with

  Business Response

  Date: 07/12/2023

  We've contacted ****************** via email, canceled the service and processed a full refund as he requested. You can refer to internal case # 00217790.

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the only provided internet offered by the apartment complex-The ******* previously named Notting hill. My leased ended on May 26, 2023 and Giga monster was notified on April 17, 2023 that I would not be renewing the lease therefore the internet service would need to be disconnected on May 26. I spoke to **** in customer service, and I was told that the May bill would be prorated to reflect the lease end date of May 26 and cancelled; it wasn't, and I was charged $99 for the entire month of May. I also asked if there was a formal way to end the "No contract" internet service, such as a form to complete or an email to send, however **** stated that a call to **************** would be the only way. The company did not have any way to formally end customer internet services. I am now being harassed by Giga monster to pay for the months of June and July 2023. Apparently, the company did not disconnect the service after May 2023. Lastly, my account was never credited for the numerous internet outages that lasted 4-5 days and without explanation although the service was advertised and explained as internet fiber equal to ATT fiber with the fiber being buried deep underground. Instead, it was more of a dial up service and at least 40% more costly than the larger, more reliant fiber/internet providers and this was for internet only.

  Business Response

  Date: 06/26/2023

  Hello, 
  
  We left a voicemail for **************** and explained that the credits she referenced were processed and her billing ended as of May 26, 2023 per her request.

  Customer Answer

  Date: 06/27/2023

   
  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

  Date:06/09/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the only isp I can use in my apartment building. When we moved in service didnt work. They needed to send a tech out which took over a week. They tech came and said they fixed the internet but it is still not working. Giga monster refuses to send someone back immediately and is saying that I need to wait to be rescheduled. We have been paying for services we arent receiving.

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the wifi that was chosen by the apartment complex i live in. This is the worst wifi service i have ever had. They promise fast internet but the internet is literally slower than dial up. They are impossible to get a hold of so if you dont have internet and work from home like i do there is nothing you can do about it because theres no way to contact them. The wifi goes down every week. Every week theres an issue with the wifi either its just not showing up or theres a system error with the password its ridiculous. The wifi cannot support anything more than a cell phone and even that is too much so say good bye to any type of internet freedom youve ever had because it cannot support a standard laptop. You cant even complain to the management company because theyll just direct you to the provider and they are impossible to reach. Why cant GigaMonster hold up its end of the deal and provide ** with at least enough bandwidth to scroll on social media.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with them has been super terrible.Our internet keeps dropping in and out whether we are hardwired or using Wi-Fi. We have called them and sent them multiple emails about this.This past weekend they said they would send out a tech, no one has gotten back to us about when a tech will be sent out to replace our router that is very obviously having issues.Every time we call in they claim its our devices, but all our devices lose connection at the same time.I have at this point replaced my Ethernet cable twice and my job replaced my work computer. I am going to reach out to our apartment complex manager at this point because we arent the only ones getting the run around from them.

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After continuous complaints, calls and service visits, with the latest one on May 15, 2023, this internet provider continues to provide a speed way lower than what they advertise. Latest visit replaced the modem for the second time and even after the change, the speed continues to be unreliable and the signal goes at times. Speed is staying consistently at around 20 Mbps download when Im paying for 100 Mbps. I regret that there are no other providers for this complex or I would have switched a long time ago. **************** is bad and they barely understand English.

  Business Response

  Date: 05/23/2023

  Voice message left for customer with details on resolution. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20087889
  
  I am rejecting this response because:

  The service provider has provided steps in which they are planning to resolve my issue. However, they have not provided a timeframe in which it will be resolved. Until my issue is not fully resolved I will not close this case. They gave me a 24 to 48 hour time frame to reach back to me and provide me with farther steps.

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

  Business Response

  Date: 05/25/2023

  Spoke with customer and advised on resolution.