ComplaintsforRipple Fiber Inc.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They ran my neighbors' cable through my yard without permission. I want it removed and run through his yard. We both have filed a complaint with the company but they have not responded with so much of an acknowledgement. It has been almost three weeks. I would like the cable removed and my lawn fixed.

  Business response

  09/27/2024

  Thank you for bringing this to our attention. We apologize for the delay in resolving the issue and for any inconvenience caused by the cable being run through your yard.

  We spoke with you on September 23rd, the day the complaint was filed, and since then, our contractor visited the site on September 24th. Our contractor will coordinate a date to reroute and rebury the cable in the correct yard. The new path has been marked, and we are working to complete this as soon as possible. We will also restore your lawn to its original condition once the work is done.

  We appreciate your patience and will continue to ensure this is resolved to your satisfaction.  

  
  

  Customer response

  10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  The Ripple Fiber crew was out today and completed the reinstall satisfactory for me. You may want to check with my neighbor, **** *****, as it is his cable.

  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last week, there have been between ***** random people making unannounced visits to my home. Random crews of men have come and gone. Hundreds of flags have been placed. Hundreds. My new yard has so much spray paint on it that it looks like a graffiti artist tagged it and the cherry on top? A little after 7:15 am this morning, 5 trucks arrived with a crew of 20+ contractors and they are now digging MASSIVE holes in my yard. The equipment they are using is unbelievably loud and if you aren't aware...lots of people work from home. Shall I send you a bill for lost revenue due to your crews making it impossible to work remotely today? My hourly rate is $275. You are destroying our yards. You are blocking the neighborhood entrance. You failed to provide the required 30-day notice so that the residents can prepare for your visit i.e. mow the yard BEFORE you rip it up. Prepare other arrangements for our children that usually PLAY IN THE YARD. Perhaps find a temporary office space. It's also incredible how you schedule your crews to arrive BEFORE you are open and expect non-customers to wait almost 40 minutes to speak to a customer service representative while a false and misleading IVR message plays over and over again. Was I really the "first caller in line" for 40 minutes? I have absolutely no intention of using your service so, you have effectively destroyed my yard and created a neighborhood issue for absolutely no reason.

  Business response

  08/08/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by our fiber internet infrastructure construction; we understand how disruptive this can be.  In early July, our team placed door hangers on residents' doors to notify them of the upcoming construction.  Additionally, our crews are working within the designated public right of way, which sometimes requires working close to private properties.

  During the restoration phase, our goal is to restore your property to its pre-construction condition or better. If you have any concerns after restoration, please don't hesitate to reach out by visiting our website or calling us at ************.

  We apologize for the inconvenience this had on your workday and appreciate your feedback, as it helps us improve our service.

  Customer response

  08/09/2024

   
  I am rejecting this response because: nothing in my communication was actually addressed...I did receive a call from an employee of yours on August 1. I was unable to speak with him at the moment but called him back and left a VM. After I submitted the complaint and was walking my dog around the neighborhood, some of your crew were sitting in a black ***** Avalanche (license plate: 426 AJX) started honking their horn at me. Over and over and over again. I was just feet away and just as I was about to round the corner, one of them shouted "have a nice day!" and then proceed to laugh. So. Your response was both insufficient in that you essentially ignored the fact that NO prior notice was given to the residents was perfectly acceptable and the conduct of your crew was disrespectful and could very easily be deemed as harassment. If you can't take ownership for the misconduct of your crews, you shouldn't be in business. Accountability, Ripple. Try it. 
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the recent fiber optic cable installation in my neighborhood. During the installation, your team accidentally struck the internet cable, resulting in an outage for three homes in our cul-de-sac.A ticket was created with Ripple Fiber, and I was informed that your company could not handle the repairs. I was advised to contact Spectrum for assistance. Spectrum responded promptly and had to dig in my yard and two of my neighbors yards to repair the damaged line, which runs under each driveway. Unfortunately, this repair work caused significant damage to our yards.I reached out to Ripple Fiber for compensation for the damage caused by your installation. Initially, I was incorrectly told to address the issue with Spectrum. Spectrum is the company that came out and corrected Ripple Fiber's mistake and did the necessary repairs. Subsequently, a representative named ****, who refused to provide his last name, stated that Ripple Fiber is not liable for any damages and would not be offering compensation.I am requesting that Ripple Fiber take responsibility for the damage caused and restore my yard to its original condition. The excessive damage was a direct result of your faulty installation work, and it is only fair that Ripple Fiber rectifies this mistake.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business response

  08/06/2024

  We are writing in response to your complaint received on July 31, 2024.

  We apologize for any inconvenience caused and thank you for bringing this to matter to our attention.  We are actively working with you to resolve the property damage resulting from the recent fiber optic installation. Our team has been in contact with both you and our contractor to address the situation.  We are continuing to investigate the matter, particularly regarding our contractors subrogation payment to Spectrum for the repairs and restoration.
  
  Thank you for your patience as we work towards a resolution.  We are committed to ensuring that your yard is restored to its original condition.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wed July 17, 2024 Ripple Fiber had a worker come to my house, to do the initial installation of conduit from the roadside box to my house. Two people did the work both Ukrainian, one maybe 30, and one 15 years old, I asked and verified. It was late afternoon I was working from home, I didnt see them leave. Later, I went to see what they did, and noticed my sprinkler head was at an odd angle, when I went to straighten it out, I discovered it had been broken, then just shoved back in the ground. I called then first thing the next morning, and was told I would hear back that day. I called again on Friday but could only get ahold of the call center, not my local office. Again, I left messages and never heard back. I called on Monday, could not get ahold of anyone local,

  Business response

  07/29/2024

  We are writing in response to your complaint dated July 22, 2024.

  Thank you for bringing this matter to our attention.  We apologize for the inconvenience you have experienced regarding the damage to your sprinkler head and the subsequent frustration in trying to get the issue resolved.
  

  Our contractor will be at your property tomorrow to complete the necessary repairs.  We have also called and left a message requesting that you contact us if the repair is not resolved to your satisfaction.
  

  We appreciate your patience and understanding, and we are committed to addressing and resolving this issue promptly.  If you have any further concerns, please feel free to contact us.  
  

  Thank you.  
  

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The town of **************, ** chose Ripple Fiber to be installed last year without any residents input. The company dug huge holes in our yard last winter to installed the conduits for the fiber optic line. This spring a second group started digging a huge hole in our front yard saying there was a blockage in the lines that were installed in the winter. They have dug in our yard 4 times stating there is dirt blocking the lines yet the have yet to clear the lines. They never tell us how they know its our yard where its blocked or why they arent able to clear the dirt out. Sounds like the original installation was suspect at best and this crew has been in our well manicured yard multiple times without success or our permission. Clown show at best. We have told the couple attempting to clear the conduits to never set foot in our yard again or be charged with trespassing. We filed a complaint with Ripple customer service at the ************** office but never heard back from them.

  Business response

  07/24/2024

  Thank you for bringing your concerns to our attention.  We sincerely apologize for the inconvenience and frustration you have experienced with the fiber installation process in your yard.
  

  We understand your concerns regarding the repeated digging and lack of clear communication.  According to our construction team, the blockage was removed on July 16.  We recently reached out and left a message to confirm the restoration of your yard. 
  

  We value your feedback and are committed to improving our service.  If there are any further issues, please do not hesitate to contact us.
  

  Thank you for your patience and understanding.
  

  
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When the service goes out after hours there is no tech support. Horrible customer support.

  Business response

  06/13/2024

  Thank you for bringing your concerns to our attention.  I apologize for any inconvenience you experienced with our service and customer support.  Please be assured that we do offer 24/7 support and have technicians available after hours and on weekends to address any issues that *** arise.

  I attempted to reach you on June 11th and again on June 13th to discuss your experience in more detail.  We are committed to resolving any issues you *** have faced and improving our service.  At your earliest convenience, please contact us so we can further understand your experience and work towards a satisfactory resolution.

  Thank you for your patience and understanding.
  

  
  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple attempts have been made to get Ripple Fiber to have damages repaired. They continue to fail to meet their promises set.

  Business response

  05/30/2024

  I am writing in response to the above complaint which was received on May 24, 2024.
  
  Our construction project at the mentioned site was completed on February 6th.  We received the initial complaint from ************** on February 22nd.  In response to the complaint, a site meeting was held involving **************, our Project Manager, Contractor, and the Town Manager.  During this meeting, the Town Manager conducted a thorough inspection of ****************** property and the utility right-of-way (ROW).  The Town Manager concluded that Ripple Fiber was not at fault for any alleged damages and advised the homeowner to contact the town should any further issues arise.  We encourage ************** to reach out to the town, as advised during the site meeting.

  Thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Almost two months ago Ripple Fiber installed fiber optic cable in my neighborhood. They excavated in several areas of my yard to facilitate the installation. In each instance where their excavation took place the grass is now either non-existent or has died because they did not dig down far enough when they attempted to pull the sod up. They should have dug 6-inches or so in order to get the roots of the grass. Instead they dug an inch or two. I have lost track of the number of phone calls, and text messages I have made to Ripple and their contractor. ***** with Ripple - ******************** with their contractor ************) Each time I am told they will be back to replace the areas with new sod. The most recent instance was two weeks ago. A gentleman named ****** *************) visited my property and finally made a repair to a sprinkler head in my irrigation system they had disturbed and he said he would be back last week to restore my yard. I want this business to restore my yard to the condition it was prior to them completing their work on my property.

  Business response

  05/09/2024

  I am writing in response to the above complaint which was received on May 2, 2024.

  We apologize for the inconvenience caused by construction in your neighborhood and the subsequent damage to your yard.  Our construction was halted due to a stop work order issued by the Town of *********, which required an additional agreement between our company and the town authorities. This agreement has been reached and we recently restarted construction and restoration work.  We understand the frustration this has caused and appreciate your patience.  We have been in contact with the contractor who will complete further restoration work, which is scheduled for May 10, 2024.  

  Please feel free to reach out to us if you have any further concerns or need additional information.  Thank you for bringing this to our attention.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ripple Fiber has come into our neighborhood against homeowners will and have torn apart our yards and have installed large orange cables for internet. We don't want their internet service. They have left these cables and all the work they have done unfinished since February 2024. They are not providing clear, honest, transparent answers of WHY the work has stopped and WHEN it will be completed. It has placed an undue burden causing us trouble mowing the lawn around the cables and the constant eyesore of the mess they left behind. We NEED resolution from this company.

  Business response

  04/29/2024

  I am writing in response to the above complaint which was received on April 24, 2024.
  
  We sincerely apologize for any inconvenience this has caused you.  The Town of Lexington issued a stop work order requesting an additional agreement between us and the town.  As a result, our construction halted immediately, leaving areas unfinished.  We continue to seek approval and finalize the agreement between us and the town so we can resume construction and restoration. Our Regional Executive has attempted to reach you to address any concerns you may have. 
  
  Thank you and we appreciate your patience.

  Customer response

  04/29/2024

   
  I am rejecting this response because:
  No specific details or date is given to complete the work. I replied via text to ***** the regional executive manager for Ripple that has reached out to me and currently have not received any further correspondence regarding this matter. When is the work going to be completed? I'm asking for transparency and honesty about when the work is going to be completed. Tired of having the wires sticking out the ground in the yard and the run around excuses. Thank you

  Business response

  05/03/2024

  Thank you for your continued patience and for bringing your concerns to our attention.
  
  As previously mentioned, our construction was halted due to a stop work order issued by the Town of *********.  As a result, we are prohibited from performing any construction work or restoration that involves digging.  We understand the importance of resolving this situation promptly and are actively working to secure the necessary approvals from the town to resume and complete the work.
  
  We anticipate receiving a decision from the town on May 6,2024.  Should we obtain the required approval, our team is prepared to resume work immediately, aiming for completion and restoration of the affected areas.
  
  Regarding communication, please note that our Regional Executive, *****, is unable to send text messages from the number he used to call you.  However, he has attempted to reach you on several occasions and is available for further discussion.  You can also contact the Town of ********* for additional information.
  
  Once again, we apologize for the inconvenience and appreciate your understanding as we work towards a resolution.

  Customer response

  05/06/2024

   
  I am rejecting this response because:

  Complaint will remain open until work is completed.

  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When RippleFiber came through our neighborhood they dug in front of my house and broke through the main water line. They "repaired" the break and resumed work through the neighborhood. On Thursday 1/18/24 my main waterline was gushing down the street. I had to call a plumber (HuffPlumbing) and they proceeded to repair the break. They dug to the waterline and determined that an inappropriate repair had occured for the previous break. The pipes had been GLUED and given way. They took pictures and advised me that it was not only inappropriate repair but a repair that was not up to code. It should never have passed inspection. This repair cost me $376.25 for the repair. I would like to be reimbursed. When I try to contact the company I am left on hold and never get to inform or discuss with a live individual.

  Business response

  01/30/2024

  I am writing in response to the above complaint which was received on January 24, 2024.

  We apologize for the inconvenience caused by the waterline issue.  Our Regional Executive has been in contact with our customer, and we are coordinating with our contractor for direct reimbursement of the repair cost.  We appreciate your patience and are committed to resolving this promptly.

  Customer response

  01/31/2024

   
  I am rejecting this response because:
  I found the response to be very professional and cordial and am looking forward to receiving my complete reimbursement for an improper repair that was not up to code.  I will be happy to close my complaint when I receive the reimbursement and not before.  I have no responsibility for Ripple Fiber subcontracting to an irresponsible and inadequate construction company and do not expect to bear that financial responsibility for the damages I incurred.  

  Business response

  02/02/2024

  We contacted ******************* and confirmed reimbursement payment has been received.

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Ripple Fiber has been very cordial and responsive to my complaint.  Reimbursement was hand delivered to me.  I also received a courtesy call to make sure I was satisfied.  I feel that they did everything they could to satisfy my complaint quickly.
  
  Thank you. 
  

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