ComplaintsforImOn Communications LLC

• 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.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For a few weeks my home WiFi has been cutting in and out. Two weeks ago it went out completely. They unexpectedly sent techs out with no warning and dismissed my concern about switching out my modem for a new one. I paid my monthly bill even though issue with **** continued. I have called customer service MULTIPLE times and the reps were RUDE and hung up on me multiple times. THERE HAS BEEN NO ATTEMPT AT A RESOLUTION. It blows my mind that a loyal customer of years is being treated like this. YOU TOOK MY MONEY AND I HAVE NOT HAD WORKING RELIABLE INTERNET FOR ALMOST AN ENTIRE MONTH. Continuing to collect money without providing the service that was promised.SCAM!!!!SCAM!!!!!SCAM!!!!!

  

  Business response

  04/17/2023

  Mr. ****** was very angry and used some inappropriate language with the **** customer care team. Our team members warned him if he continued, they would disconnect the call, and that is what happened.  Since the complaint, however, the care team has made multiple attempts to schedule a service appointment for Mr. ******************* The most recent appointment was scheduled for April 10, and Mr. ****** failed to show up at his home.  The issue is still not resolved, but **** will continue to try to improve this customer's experience.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* installing fiber a couple of weeks ago. Thought they'd be back to fix the destruction done to my lawn...nope! I've called, better, tried to call ImOn (I'm not a customer BTW) and after just too long a wait gave up. Thought I'd get a better response if I went "public". So there are two dead areas of grass and the ground was not at all leveled after installation of their boxes. Not much appreciated.

  

  Business response

  09/07/2022

  Hello, 

  ImOn's construction crews spoke directly with the homeowner to discuss the lawn repair and the work has been completed.  Photo attached shows the repaired area by the utility boxes.

  Thank you for making us aware of the issue.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ImOn has been installing new underground internet cable in the neighborhood over the past week. An ********* was working in my front yard for the past two days, digging and installing cable. Yesterday while the crew was working my internet cut out. Over 24 hours have passed and the internet is still out. I called my ISP and they said there is nothing they can do. I also called ImOn and was informed they had no plan to restore service, but that the work crews would continue as normal. Further, I received no notice of possible internet service interruption. I depend on internet to attend multiple classes a week and to work part-time for the university. I am not an ImOn customer and feel that Im being taken advantage of and inconvenienced by a company I did not choose to do business with. Im particularly upset by their inability to fix a problem they caused and their lack of foresight to anticipate such a problem.

  

  Business response

  04/20/2022

  Our Director of Outside Plant Construction has confirmed that the contractor we use to help with our network build in fact cut the "drop" to this home which disconnected the Internet service.  One of ImOn's construction technicians spoke with the resident to confirm the resident's service has since been restored.  Proper procedure would have been for our contractor to notify ImOn immediately so ImOn could notify the resident's Internet provider - this did not happen.  This is why ImOn didn't have a better answer when the resident called ImOn to inquire, which is NOT acceptable nor the way ImOn normally does business.  The Construction Director has spoken with all of our contractors to ensure they understand proper procedure going forward. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had been with ImOn for an internet service back in 2018-2019, but had to cancel my service because I moved to a different apartment and there was no service at my new place. A year later in June of 2020, I started up my service again with ImOn because I moved to a house where there was service. They said I owed $158.96 on an outstanding payment (I don't believe this debt was legitimate), and that I had to pay it before restoring my account with them. I agreed to pay off this debt and I have a receipt showing that I paid this. After paying all fees to restart my services, I received a call on 6/18/20 from the ************* of **** asking whether I paid off this fee. I told them I had paid it off a few weeks prior. The woman on the phone (*******) made a note of this. I believed the issue to be resolved. Two years later, I received a phone call, 2/14/2022, from the ************* of **** stating that I still owed this amount from ImOn. I told them that I had paid this off, and she mentioned that they had it written in the notes from my conversation on 6/18/2020 that I had paid this off, but never contacted ImOn to ask if the debt had been paid. So, clearly, ImOn never removed the debt collection notice either. Seeing as I paid off the amount and told both parties that I had paid it, I do not understand why this was not taken care of. I contacted ImOn to find out what happened and they confirmed that I had paid the amount in 2020. I asked them to please remove the debt collection notice, but they simply 'filed a ticket' (******). Unfortunately, this has been impacting my credit for the last two years even though this is not my fault. I am extremely upset and am not sure how this will be reconciled. In addition, ImOn is charging me $200 for reconnecting an internet cable for the month of January 2022 that had already been connected. This charge also needs to be removed. Also filed another ticket (******).

  

  Business response

  02/28/2022

  Hello,

  Unfortunately when the payment was first made it was applied to the new **** account instead of the original account. This was ****'s mistake.  The **** ********************* contacted ************* of **** on February 15th, 2022 with this message regarding ********************** account: 

  *** this account is paid in full and should be adjusted to reflect a payoff date of 06/18/2020 with the credit bureaus.
  Please let me know when this has been updated. 

  We believe this should address the matter.

*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. ↩