Complaints

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:04/17/2025

  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 signed a new contract for business phone and internet service with Dobson Fiber on June 20, 2024 for 3 phone lines and 500Mbps internet service. When we signed the contract in June 20, 2024, and one of the features of our new agreement was 500Mbps internet service which is supposed to be really fast. Our cost for this faster internet was $129.00 a month. As far as I know Dodson never checked our internet speed at the time they installed our new phone system and internet. I trusted that things had been done correctly until our computer support company paid us an annual visit to check our computer systems on March 25, 2025. Everything checked good except our internet speed which was only 60 Mbps. I told the representative from our computer support company we were paying for 500Mbps, and he said there was a problem with Dobson Fiber's set up or equipment. I notified Dobson Fiber about this problem and a Dobson Tech came out and found that they needed to replace their "modem" mounted on my office wall to get the proper internet speed. He said this modem should have been replaced when the new phones system was installed to get the proper internet speed. After the new device was installed by a Dobson tech, the Dobson tech showed me our internet speed was 477Mbps. We are happy with that. Now here is the real dilemma : I called Dobson customer service and told them we have not been getting 500Mbps that we had been paying Dobson for ever since the Dobson equipment was installed in 2024. I told them we need a credit for the difference in what we were getting (60Mbps) compared to (500Mbps) for the time of our first bill until March 25, 2025. The representative I spoke to told me all the credit they would only give us is for 2 months. I think anyone reading this can see that Dobson Fiber is not being fair to us. I guarantee if the tables were turned and we owed them more they would request every bit of the money!!

  Business Response

  Date: 04/21/2025

  We understand that *** ****** has experienced issues with internet speeds not meeting expectations. Our goal is to provide reliable and consistent service, and we sincerely regret any inconvenience this may have caused.  The situation was in the process of being reviewed by our Director of Customer Support.  As part of our review, we evaluated your equipment performance, and previous support interactions. Based on our findings, we determined that a credit was appropriate due to the inconsistencies in service. A credit of $700 will be applied to your account, and you should see this reflected on your next billing statement.
  

  Customer Answer

  Date: 04/21/2025

  
  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:10/16/2024

  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.

  On or about August 1, 2024, Dobson Fiber dug up my back yard to lay down cable and by doing so hit and burst through my sewer line and my gas line. As a result, I developed a sewer leak and a gas leak. The sewer leak ultimately caused my hot water heater to back up and develop a leak, flooding my garage, my air conditioner drains to back up and clog the system causing the AC to stop working, and my toilet to back up and flood my house and carpet. I had to pay to have the gas leak repaired, the hot water heater replaced, the air conditioning unit to be flushed twice, the water extracted from the house and carpet, and the carpet cleaned and deodorized. I also had to pay to have my fence removed and replaced so the plumbers could have access to the back yard to repair the sewer leak. Gas leak cost: $3320, Hot water heater: $1450, AC flushed: $110, AC flushed a second time: $220.75, Water extraction: $150, Carpet cleaned and deodorized: $200, Fence torn down and replaced: $210. Total Costs: $5660.75. (Please see attached receipts). Dobson Fiber subsequently admitted to bursting my sewer line and have since fixed the sewer line but have not fixed any of the other resulting damage caused by bursting the sewer line. I have contacted Dobson Fiber several times by phone and email and have emailed this information along with receipts to them and requested reimbursement with no results. I have spoken with and emailed this information to a ****** *********, a *** ******, a Mr. Hooper, and someone named ********. Dobson Fiber's contact information is ***** ******** *** ***** **** Oklahoma City, OK 73134, ***** ******** ** ***** ********* It has been almost 3 months, and I would like to be reimbursed.

  Business Response

  Date: 10/19/2024

  We are sorry our contractor has not paid all the receipts. We have sent this information to our management team and they are getting with the contractor to get this taken care of. 
  

  Please email [email protected] if you do not hear from them this next week. 

  Business Response

  Date: 12/18/2024

  Information we received from our contractor was they did not hit a gas line during our fiber internet construction. The gas leak estimate we received was called in two weeks prior to any of our construction starting. We did repair the sewer line, and our contractor agreed to pay for carpet damage. The HVAC company said no damage was done from the sewer being hit, as it was normal wear of the condensation drain. The gas service line was replaced from the meter to the house and the estimate provided to us was 10 days prior to any work started by our contractor. The gas meter is approximately 15ft from where our contractor work was done. We believe we have resolved all issues we caused and have communicated this to the resident.

  Customer Answer

  Date: 12/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: This business did NOT inform me of the information they provided in their answer and furthermore if they agreed to pay for the carpet damage that was done in August  it is now December and they have NOT paid for the carpet damage.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/23/2024

  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.

  14 May 2024, while Dobson was installing fiber lines across my town of ******, ********. One of Dobson's contractors ***** Utilities) had heavy equipment partially blocking the alleyway leading to my garage and driveway with insufficient barriers/warnings. Driving to the other end of the alleyway involves driving multiple curves on a path of poorly-maintained dirt and grass with obstructions such as old lumber and rock piles for the whole length of the block. While trying to drive around the equipment, I had scraped the side of my Dodge Grand Caravan against the exposed bulldozer blade of the excavator.After getting in contact with ********************************* had sent a representative to my home later that week and promised the contractor would be in contact with me soon.Almost a month later, I contacted Dobson Fiber again due to lack of any correspondence, as well as having additional concerns over the dirt left piled against my wooden fence after the work was supposedly completed. The owner of **** Utilities, *************************, arrived at my house 11 June 2024 while I was away; my son ******* explained the situation again to him. My son was told that this would be an insurance claim. The representative explained that we would have to file a police report and have the police determine fault. If the contractor was determined to be at fault, their insurance company would require three estimates for repairing the damage. I had filed the police reports the next day with my local ************* Department.That was the last I heard from anyone regarding the incident. It is now 23 July 2024, over a month later.

  Business Response

  Date: 07/30/2024

  As provided in the attached documents provided, REF: *********  
  
  A Dobson representative stated a police report should be filed to determine fault before our insurance company would consider payment, and that Dobson needs three different estimates depending on the results of the police report.
  
  We have yet to receive the police report nor the estimates from ******************.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dobson Fiber came through our neighborhood 12-13-23 and started digging in our yard to lay fiberoptic cable. They broke our sprinkler system in 3 places. We still have a large hole in the front yard full of water. They continue to send employees out to fix the leak that do not know what they are doing. I have called the corporate office many times as well as the onsite supervisor with no resolution. I just received a water bill and the amount has doubled from last month due to the continued leak in the yard. They have the left the yard in disarray and mud is all over the side of the freshly painted wall out by the driveway. They have no consideration or regard for us as homeowners. I don't know how to get this issue resolved. Can you help me?

• Initial Complaint

  Date:06/28/2024

  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.

  In May 2024 Dobson came and ran their fiber cables across my ally way behind my neighbors house and crushed my sewer line. I've been waiting 5 business days, 7 days including the weekend just for them to come out and verify the damage so they could reimburse me for the work I've had to get done and pay for the rest of the work on my sewer line to get done. The first business day I got call from a man named ***** saying they would be right out to assess the situation. They would reimburse and money/ damages and pay to get it repaired. And due to the fact that I have children in the home that he would handle the situation as soonas possible. He said he'd be calling me back with billing information in a couple of days but then never reached back out. I called today due to the plumbers getting the video footage they needed and them adding another clean out in the ally to reach where they crushed my line out by the street. It's 180 feet from my actual house. He said he was pretty sure they only did ***** work in my area. I have photos of their lines sticking out of the ground where they ran them. So I asked him if was even going to come out and check and he said I'll have to get with my manager. This company should be responsible for damages they caused and to not even come out to make sure what's going on is unprofessional. As of right now I'm $1000 in the hole because of damages that they caused.

  Business Response

  Date: 07/05/2024

  This issue was resolved 7/3 with the customer. 
  
  Our contractor stated that a check would be mailed to the homeowner next week and they would pay the invoice directly.
  

  We apologize for the delay and appreciate your patience. 

• Initial Complaint

  Date:05/10/2024

  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.

  Monday, April 30th, 2024 I noticed several individuals wearing reflective vests and hardhats, but no form of identity as to the company, digging and laying cable in the easement behind my fence. Within 30 minutes I lost my internet service. I work from home and that service is essential to my job. After several hours I contacted my carrier (not Dobson) and tried to resolve the problem. They had no reports of outages in my area. I had to wait another day for a tech to come out and determine that I no service to my home, and they had to run another cable across my yard. It will be laying in my yard for another 6 to 8 weeks before their crews can bury it. 2 days later the same people are working in the easement again so I approached them. They did not speak English but called someone who did and he said he would call someone. They could not even tell me what company they worked for. I later saw a Dobson vehicle in the neighborhood with the same crew. These people were either poorly trained or just didn't care that they were damaging existing buried cables. No apology, no explanation, no attempt to remedy the situation. I wouldn't switch to their service even if it were cheaper.

  Business Response

  Date: 05/10/2024

  We are sorry you had a negative experience. While we are working in the communities we serve to build fiber internet networks, it does require our crews to access utility easements, as other providers are in and out at times as well. We apologize your current internet was affected.

  Customer Answer

  Date: 05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am well aware that all utility companies have and utilize access to the easement. The various lines were marked. I've never had one company damage another companies line before. My point is your people are either not trained properly or are careless. In addition they wear no form of identification nor do they speak English. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2024

  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.

  Dobson is putting fiber optics in the ground and theyve dug a hole in our front yard which nobody talked to us about first and now its just been left open with no safety barrier put up and I have already called them myself and they still havent done anything about it and we would like them to at least do things properly if were going to be inconvenienced like this.

  Business Response

  Date: 03/26/2024

  Thank you for letting us know of this issue in your area. Our crews will be on site to review and get this resolved.

  Please contact us at ******************************* if you have any further questions or you can call 855.5.DOBSON.

  Customer Answer

  Date: 03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: the person who showed up to fill in the hole was throwing a fit while they were working on it and they did a very bad job. I had to go out and do it myself after he spread half of the dirt all over my yard. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/05/2024

  Our team met with ******************** on 3/26 at 8:54am and took the picture (attached) where there was a hole. We apologized to him and explained we would use orange netting to secure the small evacuation area until our construction was completed. Then, the area would be backfilled and any restoration needed would be complete after our completion of construction along Modelle Ave. He was OK with the plan. We even brought a dozen donuts over as an apology for the inconvenience. 
  
  We reached out to our contractor and they had a crew out that same day by noon to backfill the area of excavation. (see photo attached of completion.)  
  
  At around 4pm that day we called ******************** to follow up to see if he was satisfied and he said the contractor didn't fill the area properly. However, our pictures confirmed the hole was covered nicely. He then said some explicit words and said he was just going to fix it himself and hung up on our employee.

  We are sorry if our contractor was rude and have discussed this with them. Our contractor has been very proactive in fixing anything they have left that was not to our satisfaction. 

  We addressed and fixed this complaint promptly.

   

• Initial Complaint

  Date:07/31/2023

  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.

  We cancelled their service on April 13th, 2023, and they quoted it would be 60 days till we received our refund. We have contacted them by phone several times, and they have quoted this company only has one person on refunds(?) and they keep telling me, they emailed that person. And, they will contact us back. But, we have never heard back, and are just tired of all the excuses. If, it was on the other foot, they would of placed us into collections by now. Plus, when we first signed up with them, they quoted they had Fiber optics, but when we got our cable, it was only DSL, and slow as molasses in winter. I'd entertain getting all of our money we ever spent with them, due to the speed of this company. False advertising is how we see it. Had an encounter with customer service being rude for no reason, quoting that we had their fastest speed, when it verily crawled. But, we had a used PC at the time also. They gave us 25 mps, i believe. You can't upload pictures at that speed, or anything. We had interruptions and slow down all the time, it seemed, so finally we turned them off and went to ******** for all of our electronics. Much faster.

  Business Response

  Date: 08/07/2023

  In response to the complaint above.

  Dobson Fiber has in no way intentionally withheld the credit refund due to the customer.  There is a timing process for the company to be able to refund credit balances, this includes timing that would allow for any usage to be processed and billed to the customer account.  Per our process ********************** will wait 30 days for refunds, to allow for such usage to come through the system and be applied to the account appropriately,  In the specific instance referenced in this complaint, Dobson Fiber inadvertently omitted the customer refund in the immediate period following the 30 day wait for usage period.  This caused a delay in getting the refund processed.  Our upper management team has reviewed and ensured the refund check will be processed this week.  Based on the comments above regarding the information that was provided to the customer, ********************** will continually train and inform the staff of the importance of relaying correct and accurate information to our customers.

   

  Thank You

   

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

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dobson started installing fiber behind my house Wednesday the 15th of June. The last contact I had was June 21st and they promised to have the job finished by Friday the 23rd. A week has passed and nothing has been done. We have a dangerous situation with holes in the yard.

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  Dobson Fiber is the only company that provides internet connectivity in the area where I live. On June 17, 2022, I requested that Dobson install fiber to my home, and signed an agreement with Dobson that I would pay for the connectivity services they would provide once installed. Their email said it would take up to 60 days to schedule the installation. Our home construction is now complete, but Dobson has not yet connected our home to their network. However, Dobson sent me an email stating that I would receive a bill beginning Nov 1, 2022 for their services, even though I don't yet have their services. They won't tell me when I will receive their service, despite me calling them numerous times. Their subcontractor came out to look at my house, and he said that he sent them a quote to install the fiber. Dobson's customer service people say that the ** is reviewing the quote. They won't tell me how long the ** will review it, whether the ** will ultimately just deny the service, leaving me without connectivity, or if approved, when they will finish the installation. Yet I am going to receive a bill for this non-service. My wife is a full time telework employee, and we only have one vehicle. Dobson won't tell us how long we need to make arrangements to get her somewhere that has an internet connection so that she can do her job. Their customer service people say "let me send a message and get more information, and I'll call you back." but they don't call me back. I thought there was a FTC requirement for them to provide connectivity to my house? We can't use our cellphones as a "hotspot" because the reception is so poor at our house, and my wife can't do her job from her cellphone. We need for Dobson to finish installing the fiber to our house.

  Business Response

  Date: 10/20/2022

  Dobson Fiber contacted the ******* family on October 19th to discuss and address the issues with their fiber installation.  We let them know that Dobson is moving forward with installing fiber at their residence, apologized for the confusion on the matter, and explained the uniqueness of their particular residence.  We apologized for some information that was relayed to them from one of our contractors, regarding the timing of the installation.  Dobson has addressed with said contractors and will continually monitor their performance.  We provided an estimated timeline to complete the install, and committed to giving an update on progress next week.  We addressed the message they received about the billing situation, did confirm that they would not receive a bill from Dobson Fiber until the fiber service was installed.

  Customer Answer

  Date: 10/20/2022

   
  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,
  
  *************************