Complaints

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

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• 

  GigFire

  Las Vegas, NV 89138-1587

• 

  LTD Broadband

  310 W 7th St Bldg 2 Albert Lea, MN 56007

• 

  GigFire

  PO Box 3064 Blooming Prairie, MN 55917

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:03/18/2025

  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.

  We paid Gunfire ****** dollars for a year in June we cancelled and asked for a refund called many times with no answer am very unhappily with their service also still have there equipment

  Business Response

  Date: 04/11/2025

  Equipment has been recovered and refund sent.

• Initial Complaint

  Date:03/07/2025

  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.

  We had been a customer of ********************** internet service for 9 years and would pay yearly as it was the better deal. We cancelled our internet service with them as we moved and they state that you can cancel anytime. Well, guess what, they took over $100 out of our refund for cancelling early even though we have been a customer for 9 years! This was back in May 2024 and it is now March 2025 and we have still not received our refund check. I have called numerous times and they say yep, we will let our billing **** know and then nothing. We should get our refund plus interest on the year long wait!!!! I think they are trying to get us to forget about it but I will not let this be forgotten. If you can help in anyway, that would be greatly appreciated.

  Business Response

  Date: 03/12/2025

  Refund Sent.

   

  Customer Answer

  Date: 03/17/2025

   
  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:03/07/2025

  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.

  3/4 and 3/6. We have had no internet connection. We have tried calling the numbers provided to us and the numbers dont even ring. We are not happy with this service as it has been slow prior to this outage.

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced due to potential service outages.
  
  Upon reviewing the information provided, we were unable to locate an account associated with the details given. Additionally, based on our call history, we did not find any records of the phone number listed under your customer information contacting our support lines.
  
  If you can provide us your account information we can look into this further and be certain to resolve any issues you may be experiencing. If you wish to contact us about this matter or any issue in the future please make sure you call **************. We're here to help and ensure your concerns are addressed promptly.
  
  Thank you for bringing this to our attention, and we appreciate the opportunity to assist you.
  
  Sincerely,
  GigFire

• Initial Complaint

  Date:03/07/2025

  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.

  Internet disruption when the rates increased from 50 dollars to 70 dollars a month

  Business Response

  Date: 03/12/2025

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the recent internet disruption. The issue was due to a network error, which has since been resolved on the same day.
  
  Regarding the pricing change, wed like to clarify that your account was upgraded from a $50 plan to a $70 plan on September 10, 2024. As part of our standard procedure, a notification email was sent to inform you of this change.
  
  We value your feedback and are here to assist with any additional questions or concerns. Please feel free to reach out to us directly at ************ or ************.
  
  Thank you for your understanding, and we appreciate the opportunity to address this matter.
  Sincerely,
  GigFire

• Initial Complaint

  Date:11/18/2024

  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 original internet company was purchased by Gigfire. Before the purchase, I had the company for 7 years with no issues worth getting upset about. After Gigfire's purchase everything was initially running smoothly and I was paying the same price. Then one day, with no notice, my bill jumped up by $20. They said I was supposed to have received an email stating that they discontinued the plan I was on. I never received that email. Ever since the jump, my service has been ranging from poor to nonexistent. I spent 11 days without internet because of tech scheduling. Since the tech has been out, things haven't gotten any better. I have contacted customer support multiple times a week for over a month and all I keep getting is please continue to be patient as we try to resolve this issue. Now, they want to send a tech out again which will probably take another week or more. And they choose when they come out so I have to miss work, again. They have no respect for their customers and no care. They have no problem taking my monthly payment out on time but no rush fixing what I'm paying for. Not a day goes by that my internet isn't buffering or down all together. I live in a rural area and run our phones off our "service". No internet, no phone service. I'm at my wits end trying to get them to give me what I am paying for.

  Business Response

  Date: 11/25/2024

  Hello ********,
  
  Thank you for reaching out to **. We wanted to inform you that we have discontinued all plans with speeds below 150 Mbps download and 50 Mbps upload. All customers have been upgraded to plans offering at least these speeds. An email detailing this change was sent to your email address on May 13th.
  
  Regarding the connection issue, our technician's notes indicate that it was caused by a line of trees in a neighbor's yard. This issue should have been resolved as of November 19, 2024.
  
  If you are still experiencing any issues, please do not hesitate to contact our customer support team at ************. We are here to assist you.
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22566780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 12/02/2024

  The company did send a tech out within 3 days of filing the complaint but the tech only checked our inside system. He said it checked out fine. He never did anything with our outside system. He said last time something about putting an extender on the neighbors system. He did pop down to the neighbors but they weren't home. He said the company was supposed to contact them before he came out. The internet is working marginally better but still is slow and cuts in and out completely. They have never contacted me themselves to ask if anything is better. I am still paying for subpar service with a company that doesn't follow thru unless pushed. 

  Customer Answer

  Date: 12/09/2024

  I am still experiencing failure of service. I have reached out to customer support many times. They have started a ticket to get a tech out here again. This will be the third time. As of yet, I haven't received any notification of when a tech will be here. We have been battling this issue for months with no satisfactory resolution. Somebody has called me one time to ask some questions and was supposed to call me back same day. That was 4 days ago. They are still charging me full price when service is below par more often than not. I will be contacting the billing department. I am beyond aggravated and annoyed with this situation. 

  Business Response

  Date: 12/12/2024

  Hello ********,
  Thank you for your patience as we worked to resolve your service issue. We'd like to provide you with an update on the steps we've taken:
  Neighbor Relay Attempt: We considered setting up a relay from a neighbor's location. Unfortunately, despite several attempts, we were unable to make contact with the neighbor.
  Equipment Upgrade: We have successfully installed new equipment on our tower to improve service in your area.
  On-Site Installation: We scheduled an appointment to replace your previous radio with a new, more efficient model.
  Improved Performance: Following these changes, we're pleased to report that both signal strength and internet speeds have shown significant improvement.
  Follow-up Schedule: We conducted a follow-up check today, and we have scheduled an additional review for December 16th to ensure continued optimal performance.
  We appreciate your understanding throughout this process and remain committed to providing you with the best possible service. If you have any questions or concerns, please don't hesitate to contact us.
  Thank you for being a valued customer.
  
  

• Initial Complaint

  Date:11/12/2024

  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 had a new roof put on my home and when the roof was put on the company that put it on cut the internet cable. I contacted Gigfire and asked them to come out the next day and to please get my internet hook up, and was willing to pay for emergency service. They never came and this was back in June 2024. I canceled my serive with them and still have not received my refund check in the mail and they have not pick up their equipment as they said. They have no direct number to their account payable/ receivable section. They only say they will send them an email. I had paid my bill in full for the year back in April 2024 and deserve my refund for 10 months.

  Business Response

  Date: 11/20/2024

  ****** has been issued.

  Customer Answer

  Date: 11/20/2024

  Still waiting on the refund that was suppose to come back in September/Oct. It is November 20th. They were told to have the refund to me by Nov. 15th or I would be contacting the BBB and since they did not have the refund there as I requested, that is why I contacted you. Until I get the refund I will continue to reach out to them and you until this is resolved. 

  Customer Answer

  Date: 11/20/2024

  I have not received the refund yet and I told them that if I didn't receive it by 11/15/24 that I would be contacting the BBB. So they never sent me my refund and it is 11/20/24 and the refund is still not here. This company is not what they say they are and they are not doing what they say they will do. My next step to to go to the ****************************** and file a complaint with them. Also the ***. Maybe if they have their license revoked they will get the message.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22544908
  
  I am rejecting this response because: I have not received the refund yet and I told them that if I didn't receive it by 11/15/24 that I would be contacting the BBB. So they never sent me my refund and it is 11/20/24 and the refund is still not here. This company is not what they say they are and they are not doing what they say they will do. My next step to to go to the ****************************** and file a complaint with them. Also the ***. Maybe if they have their license revoked they will get the message.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 01/29/2025

  They did send me a check to refund the money, then sent me a text on Dec. 27, 2024 that they were going to stop by and pick up their equipment. The equipment is still sitting on my deck and they have not picked it up. Thank you!

• Initial Complaint

  Date:11/07/2024

  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.

  Been to house 3 times, told no 3 times. Ignored No solicitation sign on door. 1 worker said their boss told them to ******.

  Business Response

  Date: 11/08/2024

  Dear **** ********,
  
  Thank you for bringing this matter to our attention. We are concerned to hear about the incident involving one of our employees or salespeople who approached your property and disregarded the no solicitation sign. We take such reports very seriously, as they do not align with our company policies or values.
  
  We sincerely apologize for any inconvenience this may have caused you. Please be assured that we are committed to respecting the privacy and property of potential customers, and we will address any behavior that violates these principles. We are dedicated to preventing such incidents from occurring in the future and ensuring that all our representatives adhere to the highest standards of professional behavior.
  
  We apologize for this experience and thank you for bringing it to our attention.

• Initial Complaint

  Date:11/01/2024

  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.

  Invoice #******, Account #****** On April ******* I paid $600 to gigfire for a year's service of broadband internet. In June of this year the tower I was receiving signal dropped the service which left me without signal. A technician came to my home and moved the dish 5 feet off the ground and 10 feet from a corn field to get signal from another tower. In July when the corn was over 6 ft. tall I lost signal again. I called the company at this point on July 15 and cancelled service. At that time I was told I would receive a refund within 12 weeks, I have called billing 9 times and sent 3 emails with no response.

  Business Response

  Date: 11/11/2024

  Refund has been processed.

   

  Customer Answer

  Date: 11/14/2024

   
  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:11/01/2024

  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 company has time & time again applied our payment to the wrong account, then will either cut off our service for non payment or tell us that we did not pay. This issue has happened on multiple occasions and every time we call they promise they will do better next time. Today I called to see if there was an outage, because the internet was so slow at mu house and they told me that ,y account was suspended, for nonpayment in August. Told them that they cash my check in Sept, only to find out they credited the wrong account YET AGAIN, and when I looked online I see that my Aug bill was $0 due the check I sent in April was credited to the wrong account!!!!!

  Business Response

  Date: 11/08/2024

  Dear ******* and ******* *****,
  
  Thank you for reaching out to us through the BBB and for allowing us the opportunity to address your concerns. We apologize for the frustration this payment issue has caused you, and we truly understand how upsetting it is to encounter repeated errors in applying your payments correctly.
  
  At GigFire, we value accurate and efficient service and take payment processing very seriously. We recognize that we did incorrectly post your payments to the wrong account, and we apologize sincerely for this oversight. While we strive to avoid these errors, occasional human errors do occur, and we are always committed to correcting them promptly and ensuring service continuity.
  
  To help prevent further issues, please consider including the bottom portion of your invoice with your payment and writing your account number in the memo line. This step can help us apply payments to your account accurately. Please rest assured that we are continuously working to improve our processes and reduce the likelihood of such issues occurring in the future.
  
  Thank you for your patience and understanding, and please dont hesitate to reach out to our team if theres anything further we can assist you with.

• Initial Complaint

  Date:10/31/2024

  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 have had GigFire for 2 years, live 1/10th of a mile from the tower with no trees, buildings in the way and continually have slow or dropped internet.We work from home remotely with medical patients and are very disappointed to with the service from Gigfire to say the least We have reported these issues with GigFire and basically told they are working on it, however many hours later continue to have these issues on a regular basis

  Business Response

  Date: 11/07/2024

  Dear ***** *****,
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with our service. After reviewing your statement, we would like to provide some clarification regarding the issues you've encountered.
  
  The service interruptions you've described appear to be largely related to severe weather conditions, particularly storms and heavy rainfall. These environmental factors can significantly impact our radio frequencies, causing signal reflections that may lead to temporary service disruptions. Additionally, extreme weather events like lightning strikes or water infiltration can potentially damage our equipment, further affecting service quality.
  
  We want to assure you that we are committed to providing the best possible service to our customers. Our team continuously monitors weather conditions and works diligently to restore service as quickly as possible when outages occur. We are also constantly improving our infrastructure to enhance resilience against weather-related disruptions.
  
  If you have any specific instances of service issues that you believe are unrelated to weather conditions, please don't hesitate to provide more details. We would be happy to investigate further and address any ongoing concerns you may have.
  
  We value your business and appreciate your patience and understanding. If you have any additional questions or concerns, please feel free to contact us directly at ************.

  Customer Answer

  Date: 11/07/2024

  We dispute the response from GigFire.
  We rely on the service 100% as we are remote health care workers with patient contact.
  Many instances on our account should be viewed by GigFire as there were no weather related issues with reception. The tower is within 1/10 mile from our location with no obstructions. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22496361
  
  We dispute the response from GigFire.
  We rely on the service 100% as we are remote health care workers with patient contact.
  Many instances on our account should be viewed by GigFire as there were no weather related issues with reception. The tower is within 1/10 mile from our location with no obstructions. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/11/2024

  Dear Mr. *************** you for reaching out regarding the network issues you've experienced. We appreciate your patience as we investigated the matter.
  Our analysis indicates that the problem stems from weather-related interference affecting the linking radios in our network infrastructure. While the direct connection between your device and the local tower is functioning properly, upstream communication between towers can be disrupted by current weather conditions, specifically rain and/or snow.
  Weather can impact radio signals in several ways:
  1) Rain can absorb and scatter radio waves, particularly at higher frequencies.
  
  2) Snow accumulation on antennas may alter the shape and performance of the radio waves.
  
  These factors can lead to degraded signal quality, slower data speeds, or intermittent connectivity issues for our users.
  We want to assure you that our team is actively monitoring the situation and working to mitigate the effects of weather-related interference. We're committed to providing the best possible service and appreciate your understanding as we navigate these temporary challenges.
  If you continue to experience significant issues, please don't hesitate to contact our customer support team for further assistance.
  Thank you for your continued loyalty to our service.