Complaints

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

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  Arvig

  150 2nd St SW Perham, MN 56573-1461

  
• 

  Arvig

  26 6th Ave N, Ste 120, Saint Cloud, MN 56303

  
• 

  Arvig

  13 4th Ave E Ada, MN 56510-1331

  
• 

  Arvig

  224 Main St E Melrose, MN 56352-1162

  
• 

  Arvig

  831 Main St S Sauk Centre, MN 56378-1646

  

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:05/21/2024

  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.

  I have been trying to get internet and phone service through Arvig since April. When I first called to set it up they took three weeks to come out to initially connect service on may 7th. We were told at that time that due to the house fire and location of the new home they need to dig a new line. I have called 4 times since then including today and kept getting the response they will check with construction and let me know. I was told today that it could take up to a year for them to do the work. There are no other providers and this is outrageous. My daughter had to go to the hospital and my dad had to run to the road just to call 911. It is unacceptable to allow this to continue.

  

  Business Response

  Date: 05/31/2024

  Hello - We apologize for the delay. There was a miscommunication between teams that has been addressed. We were able to get service connected for this customer. Please reach out if there are any questions. 

  Customer Answer

  Date: 05/31/2024

   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.

   

  thank you for the support and Im happy with the resolution. 

• Initial Complaint

  Date:10/03/2023

  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.

  We had a new home built on property *****-*****, ****, **. While the home was being built, we lived across the road in our pole barn for nearly 9 months. We had arvig disconnect our lines at *****- 401st St and also had new lines added to *****- 401st St (pole barn)We were able to move into our new home Memorial weekend, though not everything was completely done, but requested Arvig to reconnect our lines on June 3rd, and we were to pay $775 to upgrade the fiber optics, which we did and our check was cashed. Several communications on this subject have occurred in the last 4 months. And still nothing has been done except for the surveyor out to put flags where the power lines are. We were told that within two weeks after the flags were set, they would be out. Well that timeline has way been past...We shouldn't have to continue/practically begging them to finish the job!! Please help us!

  

  Business Response

  Date: 10/11/2023

  We apologize that this process has been lengthy. There are many factors that play into our construction process but ensuring customers who are not served get active service as quickly as possible is always our top priority. We understand our technicians have been working with him in regards to the existing line that was unintentionally buried on site and are hopeful we were able to help him recover that line, unharmed, so we can proceed with getting his service active again as soon as possible. Our crews have indicated they will be on site this week. We know the construction process can be overwhelming and we hope we can help him move forward and restore his services very soon.  We appreciate his business - congrats on the new home!   

• Initial Complaint

  Date:11/17/2022

  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.

  My service was disconnected without notice granted I should of made sure my payment went through, I tried to see how much and what I need to do to resolve this but I let my debt card expired and I'm still waiting on my new ones I bank in another state so I can't get cash from the bank arvig shredded my payment since they refused to take it I've been told it would of cost about $92.00 to turn my service on included NSF fee reconnected fee was waved I would still owe about $43.00 for current bill. But I've been told different amounts on what I owe now since I quite being a customer, I'm only paying $135.00 to be done I didn't want to loose them as a company but they fees are terrible and they don't take responsibility on there faults

  

  Business Response

  Date: 11/27/2022

  Thank you, for sharing your concerns.  We reviewed ********************' account.   We understand there may be reasons customers are unable to adhere to arranged payment plans or encounter payment complications.  However, there are added costs to us for NSF and reconnection fees and those fees are passed on to the individual customer, in order to keep pricing and fees as low as possible for all of our customers.  Our staff works diligently with our customer's to explain costs and fees associated with both disconnection and reinstating services.   We strive to be accommodating to our customers, however, sometimes an interruption of service is unavoidable, especially in cases with NSF charges or broken payment plans.    Because of ********************' previous payment history he lost his ACP and Lifeline benefits, however we recommend that he take the time to recertify to reinstate his those benefits.  We appreciate ********************' past business and hope to be able to serve him in the future.

  Customer Answer

  Date: 11/29/2022

   I am rejecting this response because:
  Understandable on NSF fees and reconnected fees  but a notice of disconnected that the service will be disconnected would be nice and the final billing amount would be nice if it *** change on every agent I talk to the bill is different from the statement and agent every time thank you 
  
  

  

  Business Response

  Date: 12/05/2022

  Because of the history on ************************ account (reconnect, disconnect, returned check, loss of assistance credit/s, etc.) the amount showing owed on his most recent statement vs the actual amount owed when he calls in can be vastly different.  In addition, we've made payment arrangements allowing partial payments on different dates (which could cross billing cycles) and have requested reconnect fees be paid in advance if reconnecting from non-payment.  We have made multiple personal outbound calls to ******************** when checks have been returned in addition to notifying him (and other customers) of their possible disconnection via auto dialer and on their printed statement.  
  
  
  We understand the importance of active **************** for the customers we serve.  We would love to see ******************** apply for and maintain his eligibility with the available assistance programs (ie - ACP, Lifeline, etc.) allowing him to keep active ****************. 
  
  
  Our website is a great resource for these programs - https://www.arvig.net/assistanceprograms. Please let me know if you have any other questions. 
  
  

• Initial Complaint

  Date:09/30/2022

  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.

  I have been a customer with ********************** for a number of years, and I have been set up to use Autopay with my credit card. My credit card was recently stolen and I needed to update my credit card on file. I attempted to do this online, but I was unable to do so. I called in to set up my new credit card, but was told that I cannot set up a new credit card, but rather I would have to either a) Pay using an ACH transfer b) use a debit card online for a $3.99 fee, or mail in a check. However, since I am using Auto Pay that would not be an option to mail in a check. I should be able to swap out my credit card for a new one. There should not be a fee for having to pay your bill - I should be able to pay online with a credit card like any other vendor I use, or even use a debit card. The reasons for this is there are built in protections for cardholders and for businesses when there are mistakes or if there is an issue with a transaction and too much money or there is a disputed charge. I should not have to pay money on top of my bill to pay my bill. I would urge Arvig to re-visit this policy.

  

  Business Response

  Date: 10/03/2022

  Thank you for sharing ************************** concerns. Requesting our customers setup Auto Pay via ACH is a practice we have found to be secure while at the same time, allowing us to keep prices and fees lower for all of our customers.  We absolutely understand there may be reasons customers choose to use other forms of payment.  Because there are added processing costs and fees for us (Arvig) in those situations, we pass those fees along to the individual customer as has been indicated.  As with all of our business practices, we revisit them often to ensure we are providing the best solution for our customers and our company.  I'm sorry we weren't able to accommodate his specific request but am confident our staff shared all of the options for payment in an effort to find the next best solution.  We always appreciate feedback from our customers as it allows us to understand them better and helps us make the best decisions in the future.  Please let us know if we can help further with this account.  

• Initial Complaint

  Date:08/29/2022

  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.

  Arvig telphone and Internet company is NOT giving me my entitled qualified Lifeline benefits for the low/no income senior discounted and free telephone rates and internet They have repeatedly DOUBLE billed and TRIPLE billed me for fraudulent charges that are NOT correct. WHen thay are called they give me the run around stating I have to recertify for the program. WHICH I HAVE DONE THRU ARVIG AND LIFELINE. STILL they give me the run around and triple bill me incorrectly over AND OVER!!!!! THey are a predatory company taking advantage and robbing seniors of their much needed telephone and internet services!!!

  

  Business Response

  Date: 08/31/2022

  Thank you for reaching out.  We reviewed ********************** account.  ****************** suspends her services yearly, which causes her to be de-enrolled from the Lifeline program until she reconnects services and re-qualifies for benefits.  We shared this information with ****************** and her daughter earlier this week.  Additionally, ****************** saw pro-rated (partial month) charges on her statement when she reconnected service.  We understand this can be confusing to customers and have tried to explain the charges and the billing cycle to help clarify.  We'd urge ****************** to visit our website for directions and links on different assistance programs, including Lifeline. (see link below) If ****************** has already re-submitted her Lifeline application, she can reach out to any of our **************** staff with her application ID and we'd be happy to help her ensure her credits are applied.  We appreciate ********************** business and look forward to continuing to serve her.  
  
  
  https://www.arvig.net/assistanceprograms

• Initial Complaint

  Date:07/07/2022

  Type:Sales and Advertising 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.

  I was billed for an unauthorized charge by arvig I just had a rep leave who said he tried to call me. I am at my business Monday thur Saturday 10am to 9pm. No call was ever received to authorize a media charge for $600. The same rep also said he didn't know he had my account until a week ago.I would like to get a refund for unauthorized collect of funds for advertisement I didn't approve

  

  Business Response

  Date: 07/14/2022

  Thank you for forwarding this to us. We've reached out to **************** and explained that a system error changed her billing from monthly to annually resulting in the larger than expected charge. There is a meeting set up between **************** and our Media Manager next week (date set by ****************). Please let us know if there is anything else you need from us. 

• Initial Complaint

  Date:06/17/2022

  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.

  So on October 3 I called Arvig to ask them to turn off my internet service because I was moving back to ********. They later called me informing me I owed them money for the router and for the payments for the months of October-January for internet service. I was charged for these months that I wasnt there. I have no attention in paying for service which I presumably canceled. Again Im unsure as to why Im being charged for this time period.

  

  Business Response

  Date: 06/23/2022

  Thank you for forwarding this to us. After investigation, it appears ****************** installed new services in March of 2021.  She agreed to a 1 year agreement in order to waive the installation fee.  During the seven months ****************** had service with us, (3/21-10/21) she made payments on three occasions and was suspended for non-payment twice.  During attempts to reach ******************, she informed our staff that she had to leave under distressed circumstances and had no intention of paying for services.  Charges ceased on her account on 10/26/21 and she was billed for equipment not returned, an early termination fee for not keeping the service for one year in addition to outstanding balances for the months service was active. Our accounting department did reach out to try and gather payment that was owed prior, they were not charged for any service past 10/26. Please let me know if you have any other questions.