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Business Profile

Telecommunications

HomeFi

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 19 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:03/12/2025

    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.
    Returned the mobile device on March 3, 2025, they received it March 6, 2025 per the tracking number. The unit was about 3 years old, in perfect condition, returned in original box along with both cords that came with it. They claim it was damaged and charged $130. There was absolutely nothing wrong with the device. I have the pictures to prove it. I want my $130 back. We are seniors living on Social Security and $130 is a weeks worth of groceries. Why are these people allowed to stay in business?

    Customer Answer

    Date: 04/05/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ****** *******

    Business Response

    Date: 04/21/2025

    Hi ******,

    Thank you for reaching out, and Im truly sorry to hear about your experience. We understand how upsetting and unexpected this charge must feel, especially given your efforts to return the device in excellent condition.
    After reviewing the return, our team determined that while the device was externally intact, it was unfortunately not in a condition we could resell or redeploy, which is what led to the $130 fee. We understand this may not align with your assessment, and we respect that you took care in returning the device properly especially with it being in the original box and with all accessories.


    That said, we appreciate you mentioning that you have photos of the device prior to return. If you havent already, please reach out to us at *************************** as wed be happy to re-review your case with our returns team. We never want a customer to feel unfairly charged, especially when theyve done everything right.


    We truly value you as a customer and appreciate your patience as we work through this with care.

  • Initial Complaint

    Date:02/11/2025

    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.
    I canceled my service because I no longer needed it, and I returned my device as instructed. I put the Hotspot device in its original box with its original power cord in pristine condition, and wrapped it in foam and bubble wrap. I see a $138 charge on my account today and asked them what it was for. They told me the device was damaged so they were charging me that amount per their policy. I asked them how it was damaged and they sent me a picture of a small spot that wasn't there before shipping it. I asked them if they could return my device since I had to pay for it but they refused. I asked to see pictures of the damage, and I sent them pictures that I took before shipping it to them, but it's my word against theirs so they win.

    Customer Answer

    Date: 03/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ******* ********

    Business Response

    Date: 04/10/2025

    Hi *******, 

    I appreciate you reaching out, and we appreciate your feedback.

    I understand that you are not expecting to pay the device fee. Please be assured that we have a fair process in place for checking the devices upon return.

    We have also set your expectations about this. It's important to remember that upon our warehouse inspection, a device fee will be charged to your card if the device was not received in good working condition.

    You may also refer to our return policy *******************************************************

    Best, 
    **** ***** 
    Customer Experience Manager 

  • Initial Complaint

    Date:02/03/2025

    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.
    After cancelation Homefie hit my bank account for $141.70 because after four years they said the device I sent back was defective because of a small chip. Not only that several times they doubled charge my accout for monthly ********.Actual picture of what the device looked like., after 4 years.

    Business Response

    Date: 02/04/2025

    Dear *****,


    Thank you for reaching out. I understand that you were not expecting to be charged a fee for the damaged device. After reviewing your account history, our records indicate that the device was returned with damage, which is why the associated fee was applied.


    For further details, you can review our return policy here: HomeFi Return Policy *******************************************************. As stated in our policy:


    If a router is found to be damaged, has cosmetic blemishes, or is missing parts upon inspection by our warehouse team, a refund will not be issued, and applicable charges may apply.


    I hope this clarifies the situation. Please let me know if you have any other questions or if there's anything else I can assist you with.

     

    **** *. 

     

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Unanswered
    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 paid for internet access with HomeFi since April 2, 2024 and had cancelled the service on January 15th in order to begin service with ********. I received an email from HomeFi today showing I was billed $25.00 for a restocking fee, which took me by complete surprise. I had returned the router I had rented from Home Fi to them in perfect condition, and within the timeframe they specified. As you may read below, their customer service **** ****, stated that the restocking fee is paid by everyone cancelling their services, effective February 25, 2024. The policy is described on a HomeFi web page entitled returns rather than on a page relating to service cancellations.

    Customer Answer

    Date: 02/16/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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 the service and then I made a date to call somebody and cancel my services and they told me over the phone that it was canceled but then I kept receiving charges on my debit card for services that I was not using I was supposed to return my modem and that's what I did never received a email that it got received or what happened and never received a email with the shipping tag to return it as well

  • Initial Complaint

    Date:09/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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 place is accusing me of using a prepaid card that are not allowed according to policy despite the fact they had no problem charging me anyway because it is not a prepaid card. It was my debit card issued by the ******************************. Now they're telling me I need to update my payment information in order to proceed with my order. The only problem is that I can't even access that part of the website without having the router I ordered to give them the serial number on the device. What the h*** is this!? This occurred September 3, 2024

  • Initial Complaint

    Date:07/03/2024

    Type:Customer Service 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.
    The company is an internet service provider, their service is terrible, the internet goes out either every day or every other day, the only way to get the router reset and Internet working again is to get a hold of them is via an internet chat, I feel I shouldn't have to get a hold of them everyday or every other day to get the internet reset, now the only way to cancel the service is via the aforementioned chat, and now they won't even answer the chat anymore, I've been on hold, so to speak, for about 5 hours, and this is a regular occurrence with them

    Customer Answer

    Date: 07/03/2024

    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 and the matter has been resolved.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:07/02/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Good morning,I have canceled the subscription and sent back the hotspot and now I am being charged $26.75 I would like my money back. I have tried to contact the company to get the money back, but I cannot get ahold of anyone. I don't have service with them and sent back the equipment. Now I am being charged. They were trying to take out a monthly charge or $83.75 but I had to change bank cards so that they could no longer do that. Now I have this charge for $26.75. I sent everything back. I no longer have the hotspot and I don't have service with them.I am a disabled veteran living on a budget and I cannot afford this. I struggle to support my 3 children already.I have had other problems with them as well. But right now, all I want is a refund and for them to delete all my account information because I no longer do business with them.

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 am filing this complaint against Homefi due to its deceptive business practices, fraudulent charges, and complete lack of customer service. I have attempted to resolve this matter directly with Homefi for several weeks, but their unwillingness to cooperate has left me with no choice but to seek assistance from the Better Business Bureau.Details of Complaint:Misleading Business Practices: Homefi changed their terms and conditions without my knowledge or consent after I signed up for their service in September 2022. As a result, I have been subjected to fees and charges that were not part of the original agreement. Homefi has made multiple unauthorized charges to my credit card, including charges that were blocked by my bank, resulting in the need for multiple card replacements. This pattern of behavior is abusive and unacceptable.Lack of ***************** ********************** provides no phone number or accessible customer service channels. My repeated attempts to close my account and resolve billing issues have been ignored.I am seeking a full refund of all charges made by Homefi, as well as an apology for their unethical business practices and lack of customer service. I believe that ********************** should be held accountable for their actions and that other consumers should be warned about their deceptive tactics.Supporting Documentation:I have comprehensive documentation to this complaint, including:I have proof of the terms I agreed to in September 2022.I have Emails demonstrating my attempts to resolve these issues directly with the company.I have Credit card statements Showing the unauthorized charges made by Homefi.I am also filing a dispute with my credit card company regarding these charges. I believe that Homefi's actions are a violation of consumer protection laws, and I hope that the Better Business Bureau can help me to achieve a fair resolution to this matter.The 263$ is the amount fraudulently charged to my card after termination of service.

    Customer Answer

    Date: 06/14/2024

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.
    I am still at this time still challenging those charges made by Homefi. They have only replied with minimum information about the charges they placed against me, even with evidence (all correspondence and proof of the terms of service at time I purchased the equipment/service as I keep copies of everything)
    Sincerely,

    ***************************

  • Initial Complaint

    Date:05/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 goes dead real quickly and speed of it ***** sent an used one not a new one and have to pay ***** shipping and another 70 for new service on new box when renting it should be replaced for free me

    Customer Answer

    Date: 06/06/2024

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    *********************

HomeFi is NOT a BBB Accredited Business.

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