Complaints

This profile includes complaints for Clearwave Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clearwave Fiber

  2 N Vine St Harrisburg, IL 62946-1561

• 

  Clearwave Fiber

  PO Box 808 Harrisburg, IL 62946-0808

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:08/24/2024

  Type:Order 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.

  As of today 8-24-2024 we are closed as a business and retired due to health issues. A Plus Computer, Valdosta Ga. We signed the contract with Hargray communications some year or so ago, they sold out to CLEARWAVE and we never signed any contract with them but now that we have closed they sent us a CANCELLATION BILL for the full 5 years of service that we will not or can get at all. This is outrageous and they will not send the box they told us on the phone they will send for their equipment. They are charging us for that as well for a full 5 years of rent also as cancellation. IS THIS LEGAL? If so they are gouging customers who never even signed with them. Please advise , If we must, a bankruptcy will solve it, but I will FILE FOR EVERY CREDITOR and not just this one, IF I have to take the negative credit score for one it might as well be for all. Thanks for looking into this and giving any advice. ******* *.

  Business Response

  Date: 09/14/2024

  We have verified that we have a valid and enforceable contract with Mr. ********* Our sales and service leadership have been in touch with Mr. ******** to attempt to find a solution.

• Initial Complaint

  Date:08/12/2024

  Type:Product 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.

  On August 10th 2024, I received a bill for $322.50 from Clearwave Fiber which listed their address on this bill as ************************************. The reasoning for the bill states "Unreturned equipment fee". The bill lists my home address however instead of a name it list "Disruptive AWS Test". I have never even heard of this company and I definitely do not have their service. I called the phone number listed on the bill of ************** last night and the gentleman said customer service is not available at the moment and he gave me a direct line of ************ to which I called this morning and spoke with 2 different reps. **** both stated that this is a "test account" and for me to just ignore the bill to which I explained that I do not appreciate my address being used for a test account and a bill being sent to my address and they said they just do this to see if they can provide service in our area and that they would remove my address but they would probably be sending more information out to my neighbors. I explained that I would notify my neighbors via our Neighborhood's Social Media to this practice and unfortunately when I did notify my neighbors via social media, their comments concerned me because they said this sounds like a scam. I did ****** the company and called a local office that was listed at ****************************************** with a phone number of ************ and the gentleman I spoke with said he is not familiar with this practice nor did he recognize that ********** IL address nor ****************************************************************** address that was on the payment remit stub. I asked to speak with a supervisor and he said that he couldn't do that and that he would have to email someone to call me back. This is very concerning. Account number on bill is ***********, invoice #***********, Bill date Aug 01 2024.

  Business Response

  Date: 08/26/2024

  The invoice sent to Ms.Colomitz resulted from a data entry error in our system.  ***************** leadership reached out to the complainant to confirm that the invoice was generated and mailed due to a system error, no charges are due,and to provide the complainant with leaderships contact information if she has any additional questions or concerns.  

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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.

  We closed our account after the sale of our home, but continued to get billed for services we no longer had a contract for. Despite multiple attempts over the last 8 months, including nearly monthly phone calls, I have not received resolution and continue to receive bills as well as late fees for services we are no longer receiving. We initially paid the balance but then apparently were issued a refund and are now being charged once again. Each time we contact customer/billing support, they see the issue and the notes from prior calls and then forward our issue on to "senior leadership" and then I never hear back. We then receive a subsequent bill the following month with further accrued penalties, and repeat the phone call cycle once again.

  Business Response

  Date: 02/16/2024

  We have spoken with the consumer and resolved the issue.
  

  Details of the complaint review are below:
  Upon final invoice after disconnection in July 2023 customer had a credit balance. Customer was appropriately billed and prorated back to date of disconnection 6/6/2023. Records indicate charge back of the final two payments received from customer in June and July billing periods after the July invoice generated,resulting in a balance owed for the outstanding balances previously paid with those payments for a difference of the credit balance and addition of two $25 NSF fees for the returned payments. Customer was properly advised of the charge backs and resulting charges upon calling into Customer Support in September 2023, at which point customer did not pay outstanding balances. Customer spoke with Customer Support again in December, at which point they were incorrectly provided manual credits towards the balance reducing it to the current amount owed after late fees incurred. No billing errors have occurred, and customer has received additional manual credits beyond what was owed no additional credit will be provided, and customer is responsible for payment of the remaining balances. No additional fees should be incurred as customers account has now been reported to the collection agency and account was written off by Billing Operations as of 1/16/2024.

  We made contact with the consumer on 2/14/2024. Customer was understanding and made a payment for the full balance. Balance owed has been removed from third party collection agency.

  Customer Answer

  Date: 02/21/2024

  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

  Date:11/21/2023

  Type:Billing 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.

  Hi The amount I was charged is higher than the salesperson stated, the representative stated on the phone prior to installation, and clear waves advertised flyers I received in the mail!The ************************* fee was supposed to be free!The installation was waived but I was charged a One Time Fiber connection fee of $50.00.I asked and verified twice there would be no fees charged but monthly service, *************** want the One time connection fee removed from my bill.

  Customer Answer

  Date: 11/22/2023

  Complaint resolved by clear wave

  Business Response

  Date: 11/24/2023

  The complainant was sold service through a third party vendor. Complainant spoke with Clearwave Fiber Customer Support associate 11/21/2023 and agent waived the $50 fee at that time. Feedback regarding sales experience and improper billing expectations will be communicated to Clearwave Fiber leadership that owns the relationship with the third party vendor.
  

• Initial Complaint

  Date:08/09/2023

  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.

  My complaint involves ClearWave Fiber, formerly *******. After signing the original contract for business back in 2021, we struggled to stay afloat (never recovered from Covid), and was told (before the transition) that they would lower our bill ( decrease plan options and multi business discount) This never happened as Clearwave bought out *******. Several months went by with little to no communication, except the calls from the new company, Clearview, going over all of our options. I expressed to them, TIME AND TIME AGAIN (we talked to SEVERAL different agents and had to explain the situation over and over again EVERY time) and they STILL never did what they said they were going to do. We discussed, on NUMEROUS occasions that we had NO NEED for all these MULTI LINES we were being charged for (we are a mobile business and don’t even really NEED a landline) This was explained OVER and OVER again!! Several times!! To SEVERAL different agents….yet they NEVER corrected the issue! Nor the bill! Then a representative in Jacksonville went “to bat” for me and worked with her superiors to explain what was going on! They still wouldn’t budge on all the OVER charged months….but agreed to a less costly plan. I was told it was super basic, we would need to purchase our own equipment, and a representative would come to collect their equipment…BUT, I had to agree to another FIVE YEARS with the new price!! Well not only did THAT never happen….the representative that helped me, was let go!! This has all been going on since July of 2022!! I have reached out via email AND called and asked for a manager. Right after the young lady was let go-a manager called me from the regional office and told me he saw where someone had dropped the ball on their end, and he was going to look into it. There’s so much more…but long story short…never heard back from him. No reply to my requests/plead for a manager! I CANNOT PAY and they will NOT do anything to even respond to me! I just want OUT!!

  Business Response

  Date: 08/16/2023

  Our customer support manager made direct contact with the complainant on August 11 in response to this complaint, and discussed the changes to the account, applied credits to the account, and offered assistance in setting up a convenient payment plan. 

• Initial Complaint

  Date:06/14/2023

  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.

  This is about the construction crews that worked in West Frankfort IL. from Feb. to may installing the fiber optic's . Three weeks prier to working in front of my property. I would reach out to every supervisor at every corner until finding the crew that would be working at my place. I told them all the flag crew missed my gas line and told them were it was. Guess what they hit the Gas line and the water line. City sent out Water Dept. , Street Dept, Fire Dept. and Police Dept. and all the heads of these Dept. for hours while not once knocking on my door to tell me a dam thing . We were with out water and gas four around five hrs . I had to call a ask when will everything be working. Finally the Clear Wave supervisor Knocked on the door and asked why his ass was getting jumped on. Then informed me every thing was working 3 hrs ago so 5 plus 4 nine hrs. My wife is a social worker and works from home. Her and her client could not complete their agenda. The destruction of the landscaping my wife Had and it is still dangerous. For repairs and restitution of being deprived of the basic's water and toilet. having to go to a gas station ******. Two in the house have IBS. We figure between those two issues 1,500 would cover the loss and repair. Thank you for listening. P.S. the Clear Wave crew and bosses were rude very rude.

  Business Response

  Date: 06/19/2023

  Our damage prevention manager conducted an investigation and met with the complainant regarding the damage and repair work that occurred to the utility lines.  We also agreed to restore the yard, including replacement of plants, and will confirm with the complainant once the restoration work is complete. 

  Customer Answer

  Date: 06/20/2023

  the land and repair work was settled on but I was completely forgot or ignored about the day lost the inconvenience with two people with *** who were make to drive to a gas station back and forth all day to use a bathroom no water or gas.   The rudeness was discussed but never and apology basically told the company don't give a dam about your inconvenience and stores on frankfort talk there still being rude to a lot o others in West Frankfort.    I guess I could sue in small claims I don't know .   I see why If they gave me 750 dollars it would open the flood gates.    To bad.   I could round up the rest of the West Frankfort complainants and start a class action suit but I really don't want to .     I was a good Union organizer though.   Will see how they do on what we negotiated and if the hear or make an offer on the 750 for pain and suffering.          I am waiting to see how it plays out .  I have two years to sue but don't want to

   

• Initial Complaint

  Date:03/26/2023

  Type:Customer Service 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.

  Clear wave is installing fiber in our neighborhood and first issue they painted white dots on our brand new concrete driveway. Then fast forward to today and they leave a wire in my yard laying outside of their easement. Then third they leave an open hole in my yard with kids playing with no barrier in place. I called there sales number to get someone and was told to call a number that dumped me to some guy in Canada who has nothing to do with the and was quite pissed off over the calls he gets!!! The hole is 33 “deep and I have pictures to show.

  Business Response

  Date: 03/31/2023

  Our OSP team spoke with the complainant to discuss our construction process which is not yet complete in this area.  The temporary markings on the driveway are part of the locate process and our team will work with the property owner to ensure that they are washed away when the construction activity is completed. The wire has been removed and the owner's concerns have been addressed.  This matter should be resolved.

• Initial Complaint

  Date:12/16/2022

  Type:Product 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 business owes me money ($78.87) and refuses close the account. They send me an invoice each month that shows a credit owed to me. However, they don't seem interested in sending me back the money. I called and called these folks and they always assure me that the payment is on the way. That never happens. This month I just told them to keep the money and erase all my information from their system, so that I don't have to waste my life pursuing the matter any further. They stated that they could not do that either, because of the credit in their system. They insist on keeping me hostage in their system and I'm tired of hearing from their robot. I want ALL my information erased from their system. I don't really care anymore about the money they owe me. I just want their company out of my life forever.

  Business Response

  Date: 12/29/2022

  Our Manager, Customer Support spoke with the claimant on 12/23/22 to discuss our account reimbursement process and will ensure that the account credit is correctly reimbursed.  

  Customer Answer

  Date: 12/29/2022

  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:10/20/2022

  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.

  A cable cabinet has been placed directly infront of my 3 month old, $600k house. This cabinet will negatively impact my property value. Clearwave has told me it CAN be moved, they just don't want to move it. Nobody will answer my call or texts.

  Customer Answer

  Date: 10/20/2022

  Pictures to support the placement of the cabinet that has decreased the value of my BRAND new home

  Business Response

  Date: 12/02/2022

  Our VP of Engineering & Construction has been in communication with the complainant and confirmed to her via email on October 20, 2022 that the cabinet in front of her home will be relocated in the December 22, 2022 timeframe.  It was explained that the relocation date may be adjusted due to weather or unforeseen circumstances, but it is actively being addressed.  Ongoing communication with her is planned as more firm dates/plans are confirmed.  The complainant was given a direct point of contact to send any additional questions or concerns in the interim.