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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

  • Customer Complaint:
    Complaints generally allege damage to customers property, delays in straightening billing accounts, delays in cancelling services, delays in burying cable, difficulty in getting responses when contacting company, delays in providing service and no notice or asking permission to come on customer property. Complainants also allege difficulty in receiving refunds and/or reimbursements and repeated solicitations to purchase service.

Complaints

This profile includes complaints for Metronet's headquarters and its corporate-owned locations. To view all corporate locations, see

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Metronet has 30 locations, listed below.

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    Customer Complaints Summary

    • 319 total complaints in the last 3 years.
    • 120 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 19, 2023, my Mother had a "fill up" at her residence, causing water to enter her home, damaging her flooring in 2 rooms of her house. It took some time to discover what originally caused this incident. On February 28, 2023, we had a sewer company come in with their sophisticated imagery equipment. It was discovered that MetroNet bored through her drain lines in at least 2 different spots when they laid fiber cable in the neighborhood. We have contacted MetroNet 7 different times to seek resolution as she cannot afford to have the city street and the neighbors driveway dug up to repair the damage MetroNet caused. City Ordinance states the homeowner is responsible to the "main". We have been promised return phone calls within a 48 time frame SEVERAL times, but no one from MetroNet follows through, so we don't even have an update on what MetroNet has found. We cannot even repair the inside damages to her home until this is resolved. Our Mother is not even a customer of MetroNet; rather, she is a victim of. We have photos and videos upon request.

      Business Response

      Date: 05/09/2023

      Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:04/18/2023

      Type:Order Issues
      Status:
      Answered
      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 purchased internet with Metronet. Service is repeatedly going down and they ran a fiber line across my back yard. It has been months and they have not buried the line like they said they would. I have called about 12 times, asked to speak with managers, etc. I still have the old internet and use that as Metronet is not reliable even though I have been paying the monthly fee. I have tried to find email addresses and other contact numbers for Metronet but they made it difficult to talk with anyone other than the customer service who will not help or escalate the issue. I am paying for a service and feel like this is fraud. I wish to file a complaint in hopes I am contacted by someone who is able to assist.

      Business Response

      Date: 04/21/2023

      Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any confusion. We have worked directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:04/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date Installed: 3/13/23 In home fiber internet Metronet placed a utility plate in our back yard On installation date, technician told me that they would send out someone to bury the cable from the utility box to the house Called after 1 week went by, was told that they had 7-14 business days to bury the line 3/31/23 was the 14th business day Called 4/4/23 and asked why the line was still not buried, was told they would get back with me, never did

      Business Response

      Date: 04/14/2023

      Thank you for passing along the concerns expressed by Mr. ******* and we apologize for any confusion. We have reviewed their concerns, provided a resolution and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 04/14/2023


      Complaint: ********

      I am rejecting this response because:
      the Matter has not been resolved. The cable is still sitting on my lawn waiting for Metronet to bury the line.


      Sincerely,

      **** *******

      Business Response

      Date: 04/17/2023

      We apologize for any confusion regarding Mr. ********s concerns. I've attached a picture related to the completion of their request but f there are any additional questions or concerns, please contact us a *********************@metronet.com. 

      Customer Answer

      Date: 04/17/2023


      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:04/03/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Damaged heat pump and told me that I would have to pay out of my pocket and they would have to reimburse me. The bill was 3500 and I’m still waiting for the reimbursement.

      Business Response

      Date: 04/06/2023

      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any confusion. We have spoken directly with then and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:03/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      MetroNet was scheduled to install fiber into my house on a Saturday March 4th around 11am. The first technician showed up and I explained where I wanted the fiber installed and he told me that he wasn’t able to do what I needed. He called MetroNet and they told him he needed to call his boss because this technician was a subcontractor. After about about 10 minutes of him talking to his boss a MetroNet service truck showed up at my house. This techs name was ***** and and he said that he worked for MetroNet and he wanted to see if he could help me. After explaining to him what I needed done he and the subcontractor started working on doing the installation. They cut the holes in the walls for the cable boxes and ***** started to make the attempt to drill and fish the wire down the wall. The first attempt ended up going outside between 2 pieces of siding luckily no damage to our house. The second attempt I’m not sure where that one ended up. The third attempt that was drilled ended up going through the crown molding in my office (see attached picture). ***** apologized for the damage and told me that he would fill out a report and someone I believe named ***** would be contacting me in a few day to make arrangements for the repairs and he would talk to his boss about finding a contractor to run the wire. I was contacted and given options for the repairs and I told her I would prefer that they have the damage repaired. I have attached pictures of the text message about the repairs. I still have not received the letter that I asked for and no messages and I contacted customer service today and got the runaround

      Business Response

      Date: 04/04/2023

      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any confusion. We have spoken directly with them, have worked out the arrangements to satisfy their concerns, and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at *************

      Customer Answer

      Date: 04/05/2023

      Complaint: ********


      I am rejecting this response because:

      I have not been contacted by Metronet to solve the issue with the damage. I still have not been contacted by a supervisor or manager. I was contacted by ***** to tell me he had found a contractor to run the wire. I informed him that with all the issues that I have had that I had decided not to move forward with MetroNet. I also informed him that I still have not been contacted by ***** to get reimbursed for the repairs. He said that he would have ***** contact me with the paperwork. I still have not heard or seen anything from ***** or from Metronet. I also contacted their customer service number today per their response and the gentleman that answered the phone took a bunch of notes for the account and he said that there wasn’t a supervisor or manager that was available so he would make sure that one would contact me. He also said that he would check in with me in a few hours to make sure that someone contacted me and that was around 8am this morning. As of 6:48pm I have not had a response from MetroNet. I have attached the phone log from the phone this morning. 

      Sincerely,

      **** ******

      Business Response

      Date: 04/06/2023

      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any confusion. We have now spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 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.

      I would like to thank ****** for getting this issue addressed and getting my repair check send out. 

      Sincerely,

      **** ******

    • Initial Complaint

      Date:03/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      3-24-23 Metronet began installing their internet lines on my property area without contact or notification that they would be doing so. They cut the line for my existing internet and cost me a day of work. I attempted to speak to the workers but they claimed to not understand me. I spoke to the manager and he claims they had no way of knowing the line was there, but again they never attempted to contact me to ask before starting construction.

      Business Response

      Date: 04/04/2023

      Thank you for forwarding Mr. ******'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them via phone and email to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Metronet came onto my property trespassing to "install" their line at my home for services in which I did not order or consent. Never have I ordered or wanted Metronet. I have never had dealings with Metronet seeing how I have been a *** ************** customer for over 25 years. They left this unsightly trench in my front yard and have not resolved their mistake. Tore up my yard and then preceded to argue with me about what they were doing. I asked them to repair their doing and it has yet to be done. My daughter twisted her ankle because of this damage in my yard tripping in the trench Metronet created on my property. I am beyond frustration because once I contacted corporate I was brushed off and ignored. Either repair the damage or compensation needs to be provided. I have evidence due to my security cameras as well as the obvious damage to my front yard.

      Business Response

      Date: 02/28/2023

      Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any frustration. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:02/22/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Metronet is billing me for an account that I was informed was settled. I received correspondence in December of 2022 stating that the account was settled. Please see attached.

      Business Response

      Date: 02/23/2023

      Thank you for passing along the concerns expressed by ******* ***** and we apologize for any confusion. We have adjusted and returned the account balance to $0 and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:02/14/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      September 2021 we cancelled our Metronet account. (Account number being *******). Today, February 13, 2023 I looked at an email dated 1/30/2023 from Metronet stating we owed $557.15. I logged into the old account and found they have been charging us for internet services this entire time and never cancelled our account. They have taken over $2300 from us for a service we cancelled. I contacted metronet on 2/13/2023 and spoke with customer services rep ***** ****** who stated she could not find anything showing we cancelled. She searched and searched and found that the equipment had been showing active this whole time. She contacted her supervisor and emailed me on 2/13/2023 at 3:00pm EST stating they can only backdate the amount 90 days. They refuse to backdate it from the time we cancelled in September of 2021 because they have no record of it but I know I turned in the equipment to Metronet in Lexington by the Fayette mall. This is absurd and I would like the refund of all the money they have taken from us due to their error of not cancelling

      Business Response

      Date: 02/16/2023

      Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any confusion. We have resolved their concerns, sent the resolution, and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 02/17/2023


      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:01/31/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Metronet states clearly on their website that Internet is available at my house. The website allowed me to schedule installation for internet at my house. It was schedule for installation on January 13th. The night before I was sent an email saying that they had to cancel my appointment because "maintenance" needed to be done and that they would contact me. After hearing nothing I reached out to Metronet on Tuesday January 24th. I chatted with a gentleman named ***** and he told me that I was scheduled to have "construction" done that day and it should only be a few more days before the internet is connected. No one ever came and did any type of construction, keep in mind that the weather was warm almost all of January. I called again on January 30th and was told that they were now going to have to wait to install the internet until after the ground thawed as they needed to bore holes and connect the internet to my house and then after that I could get it installed. So i have to wait until spring for something that they say on their website is available. And I checked just before I filed this and it still says it is available when it isn't. They are selling you something that they cannot fulfill until spring but yet don't inform you of that. I wasted nearly a month of my time being strung along by Metronet. They need to fix their website and not allow you to schedule installation when they absolutely know that they cannot fulfill that request until they do more construction. They are misleading the consumer.

      Business Response

      Date: 02/16/2023

      Thank you for passing along the concerns expressed by Mr. *** ********** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

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