ComplaintsforImOn Communications LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ImOn put in underground cable in our 13 condo association. No one asked for it, but we understand that it had to go through our area to get to the next. We expected our private lawns to be repaired. I have refused to sign the consent form allowing ImOn to come in and put in the underground cable. After multiple phone calls to ImOn, they send a letter last October 30th saying they would hire someone to restore our lawns. I called again June 11th since nothing was happening and was told they were having trouble finding someone to do the work. All we want is our yards to look like they did before they came into our private yards. Thank you. *******************

  

  Business response

  07/11/2024

  ImOn has restored all 13 lawns on July 8, 2024.   ImOn is committed to restoring these lawns to the Customer's satisfaction. **** attempted to reach ************************* and will continue to follow up to ensure we have met the Customer's expectation through resolution.

  Customer response

  07/12/2024

   
  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

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/14/24, an IMON rep tried to sell me their service. I said no. My service with Mediacom was switched without my consent. I am having to use my cell phone. I cannot get websites to load now. Help me get my service restored so I can perform this work from home job

  

  Business response

  03/22/2024

  ImOn has reviewed this complaint and does not find ****************** to be a Customer of ImOn.  ****************** followed up with ****************** to see how we could assist and was told by ********************** service has been restored. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **** came to lay fiber internet lines and started digging on my property. I know that they are allowed to do this and that is not the problem. The problem is that I have holes and damage to my property and garden and dont know the functionality of my invisible dog fence. Additionally, I was told while they were already digging that I should have already ****ed off areas around my fence and garden. We were not told this ahead of time, nor were we told when the dig would happen or that we were responsible for ****ing off the area at all. They told me, that I had to go around and **** the areas myself. Side note, I am in a power wheel chair and would need advanced notice to get assistance.

  

  Business response

  10/06/2023

  **** had laid fiber in the right of way of ****************** home.  **** has and will continue to restore any damage done to lawns and the right of way that are a result of our construction. **** completed the boring and put down black dirt and seed on any areas we dug.  **** will need to do additional work next week and will contact ************** to ensure he is aware. If there are any additional restorations needed, **** will ensure these are taken care of.

  Customer response

  10/12/2023

   
  Complaint: 20698486
  
  I am rejecting this response because:

  I think the fact that the company only addressed one of their multiple holes, is a good indicator of their transparency of service.

  The issue was how they treat people with disabilities. It only took a call to customer service, a visit to their headquarters, over a dozen emails, and a call to the Better Business Bureau to be treated like a person on my own property. The way this company treats people with disabilities is appalling, and filling in black dirt in the hole you made doesn't fix it.

  If I had my druthers or if I was putting holes in people's Lawns and Gardens I would follow my cruise with Landscaping Crews and bring it back to what it was Prior- if there was grass there I would put seed down on top of the black dirt, if there were plants there I would replant them.

  I am done with this company and complaint but refuse to mark their treatment of people as satisfactory or acceptable. I would expect more out of a Better Business Bureau partner company.
  
  Sincerely,
  
  *******************

  

  Business response

  10/20/2023

  **** has completed the work and restored the lawn and right of way.  Please see attached pictures. **** appreciates ****************** patience as we finished construction in the area.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had **** fiber optic installed last fall, they told us they wouldnt be able to bury the wire until spring when ground was thawed. We called at the beginning of April to get an update and we were told there are workers in our area they would get to it by the end of the month! Then May came and same story. We started calling weekly and kept getting the same story that it would be done by then end **** June, July, etc! It is now almost October its been close to a year that we have had 100 feet of wire across the yard. We have had to mow around it, aerate around it, have had to put off landscaping because of it, and soon it will be winter and we will have to wait until spring to start this all over again

  

  Business response

  10/02/2023

  ************************** drop was buried on Friday 9/29/23.  **** has also provided **************** a credit on his account.  **** apologizes for the delay in getting this bury completed and appreciates his business.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday evening (9/10), we lost internet at our house. We called tech support to report it (after going through the initial troubleshooting) and we were told that we would receive a call back the next business day and received the ticket # *******. The next day, no callback, so we called again (9/11) and was told that we would eventually receive a callback (no ETA). Another 24 hours pass and still no callback, so we called again (9/12) and get told that they attempted to call, but the "voicemail was full". Not only was the voicemail not full, but we had given them a different number to callback on twice before. It is now 9/13 and we still haven't received a callback or any resolution. My wife works from home and needs the internet. We have lost over $500 because of this, and we want this resolved, and feel we deserve some compensation for the trouble we have gone through.

  

  Business response

  09/15/2023

  ********************** service was restored on Thursday 9/14/23.  There were several attempts to contact ********************** but ****'s ******** Care agent was not calling the new # the ******** had left when calling in the ticket.  We have credited ********************** account and appreciate his business.  **** has coached the Cared Agent to review ticket notes in the future.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Comelec was my internet provider, I was happy with them, their services, and payment methods. They sold the fiberoptic internet to ImOn Communications, who said they would not raise rates and everything would stay the same. ImOn is charging $1 for each statement they mail. If they want to go paperless, I understand and would be happy to do so, but their website is horrible, if you pay with credit card a fee of $5.95 is added. If you pay by check online you will have to enter your name 3 times on the same form, the **** account number, amount, bank account, routing, check number, full address, phone number, and email for every month you make a payment online. Their website will not save the information. But if you do their auto pay then it will save all the information.If they won't provide a reliable website to make payments and will not securely save information then they should not be charging $1 for paper bills/statements. If they will only accept checks without fees then they need to send bill/statements in the mail with a return envelop for free and I will mail them a check.

  

  Business response

  07/26/2023

  ImOn contacted ****************** on Monday 7/24/23 and provided a $5.00 credit on her account for the paper bills. **** also set her up on electronic billing so she will not be charged again and provided ImOn staffing hours to make a payment over the phone.  We appreciate ********************** business and will continue to ensure that she has all avenues to pay her bill. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Failure to bury residential fiber cable after six months leading to loss of service. Company will not address the issue and will not escalate

  

  Business response

  06/27/2023

  *** ******** line is scheduled to be buried tomorrow morning 6/28/23.  **** has also provided a courtesy credit on Mr. ************************** ImOn appreciates ******************** business and apologies for the delay in getting this drop buried.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** communication came and installed fiber optics lines, and completely damaged the property and not willing to pay for the damage incurr to the property.

  

  Business response

  06/16/2023

  ************** has been in contact with ImOn about these concerns. ImOn has acknowledged that ****'s contractor(Telcom) damaged irrigation lines when laying Fiber.  Telcom has repaired the irrigation lines.  Additionally, ************** has shared with ImOn that there was damage to his sidewalks and lawn. Telecom will provide ************** a check by Wednesday 6/21 and is in the process of scheduling sidewalk repairs. We appreciate ****************** business and are working with Telcom to resolve the outstanding issues in a timely manner.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was "recommended" a service based off the information I provided to which I was not delivered. The wifi connection is the worst I have ever seen. I called to get this resolved and the rude customer service rep **** who reports to ***** in ************, **. Was not able to provide me a resolution. He got his manager on the phone *** who was clueless and was not able to provide me with a resolution to the poor service they are providing.

  

  Business response

  05/03/2023

  *********************** did experience degradation of service. **** Customer Agent and Supervisor have reviewed her account, adjusted her bandwidth and billing as a result. Imon Supervisor has attempted to reach *********************** and has left her a voicemail stating that her bandwidth is increased from 500mb to 1 gig for $70.00. ImOn is committed to providing excellent service and has coached the Care Agent and Supervisor accordingly.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im On offered installations during winter by stringing the fiber across the lawn with the promise they would come early in the spring and bury it. My fiber is about ****************************************************************************************** aerate without damaging the cable so I've been putting both off. I've called three times April 3rd, April 12th, and April 14th. Each time I was assured someone would call me back ASAP. No one has called back. On the last call I was told they have no idea when they will get to it and there are lots of other people in the same boat and they'll get to it when they get to it, and I'm welcome to hire someone to bury it myself. I told them this is unacceptable and the solution is very simple: you need to stop going new installations for a week and catch up. She said rather cynically, I'll pass on your information and have someone call you back.

  

  Business response

  04/17/2023

  ImOn contacted this customer Monday morning, April 17, and scheduled a time for our techs to go out and bury his line.  The customer is pleased. 

  Customer response

  04/18/2023

   
  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,  assuming they follow through this week as promised.
  
  Sincerely,
  
  *****************

  Customer response

  04/25/2023

  Hello,

  
  

  On Monday, April 17th I received a call from the vendor promising to finish the fiber installation this week.  I was happy with the response and closed the complaint.  I followed up with a text to the vendor on Thursday, April 20th asking if we were still on track to finish this week.  I didnt receive a response and the work hasnt been finished.

  
  

  Please reopen the case.  The promised resolution wasnt delivered.

  
  

  Thanks,

  ***

  

  Business response

  04/26/2023

  ****************** Fiber installation was completed yesterday (4/25) in the afternoon. ImOn should have communicated the change in schedule to ************** and **** does appreciate ****************** business.

*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. ↩