Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Early in 2024 I received a physical flier in the mail advertising Truvista fiber optic internet service was available at my location. I contacted the company on 11/4/2024 and spoke with sales rep **** *******. I asked her to confirm service was available in my area, and expressed skepticism as I had seen no one installing lines here. She looked up my physical address on a map and described to me my location to make sure she had the correct address and confirmed that service was absolutely available at my address. Upon receiving this assurance, I arranged to have service connected and paid $135 in fees. I was told that because a new line would need to be installed, technicians would arrive later in the month to install the service. I received no communication until two days before the date of installation and was informed that my home was too far from the 'service line' to be connected. Because it was late in the month and I had been given assurances of service, I had already disconnected previous services. I CAN NO LONGER RECONNECT THOSE SERVICES AT THE RATES I PREVIOUSLY HAD. After complaining to *******, I was contacted by ****** *********, director of construction in *************. He agreed Truvista was in the wrong and said he would recommend the company extend service to my address at their expense. I was contacted by ******* again and was told I would either need to sell Truvista's service to 4 of my neighbors (a product that technically doesnt exist) or pay FIVE THOUSAND DOLLARS to cover the cost of extending the service line. I asked to speak to management, and she said she would put in a note for me to be contacted. As of 12/10/2024 I have received no word. I have suffered tangible financial damage from Truvista's breach of agreement, false assurances, and false advertising. I am requesting Truvista either extend service to my location at their expense or contact me to negotiate a service contract that can reasonably assure a return on their investment.

  

  Business response

  12/26/2024

  After further review by our engineering department, we are currently unable to provide service to this address.
  
  As a result, a refund of $135.00 has been processed and credited back to the customer's credit card.
  
  The sales agent who has been working with the customer will be reaching out to the customer directly to share this update and answer any additional questions that the customer may have regarding the update.
  

  Customer response

  12/26/2024

   
  I am rejecting this response because:
  A refund does not compensate for the loss of services endured as a result of decisions made, which were based on assurances received from TruVista. To reiterate, I desire the supply of services sold to me at the earliest possible time frame, or contact from management to negotiate installation of infrastructure which will facilitate the delivery of these services. Failure to do so will be seen as breech of agreement by TruVista and may result in legal action being pursued. I do not accept any refunds as resolution of this complaint.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to file a formal complaint against Truvista, located in Camden, SC. We had internet service connected three weeks ago, and our experience has been extremely disappointing and frustrating. Over the past three weeks, our internet service has been more off than on. Despite repeated attempts to resolve the issue, we continue to experience frequent disruptions. Additionally, we ordered security services but have not been contacted by Truvista, nor has a technician been sent out to start the service.The customer service provided by ********************** has been horrible, and the technical support is even worse. During a recent call, a tech support representative incorrectly claimed that we had a past-due bill for the internet service disruption, which occurred just three weeks after installation. This is entirely unacceptable and untrue.Moreover, when my husband spoke with a customer service representative regarding the return of the equipment, he was told that the return location was "not far" from where we live. In reality, the location is 15 miles away, requiring an 18-minute drive. In today's economy, this distance is considerable and an inconvenience to us.I request that the Better Business Bureau investigate this matter and assist us in resolving these issues. We expect a prompt and satisfactory resolution, including consistent internet service, proper installation and activation of our security services, and improved customer support from ********************** or disconnection. Thank you for your attention to this matter.Sincerely,*********************************

  

  Business response

  08/01/2024

  Following a thorough review of our accounts, we were unable to locate an account under the name provided. To assist in resolving this matter, please provide the contact name and phone number for the Account Holder.

  
  We are eager to discuss and address any concerns directly with the Account Holder. Ensuring our customers' satisfaction is our utmost priority, and we are committed to resolving any issues to their complete satisfaction.

   

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Truvista on January 22, 2024 about a past due bill and to make a payment. I paid $278.47 that day bringing bill current at the moment and the next bill would be due on January 28, 2024. The disconnect date on this bill was showing January 23, 2024. We were not disconnected at this time but were charged a disconnect fee, even though it was paid befpre the cutoff date on the bill. I also informed them that day that at a local ******** market, we had been given a flyer stating there was a lower price on the plan we had. I was told that because of where we were in our billing cycle, our January bill would be the same $96 as it had been but starting with the February bill would be around $80. I was not able to make the payment at the end of January but waited for the February bill. When we received that bill, it was around $115. I called on a couple of different occasions to tell them that the bill was not correct. I was told it was because of the reconnect fee and that they supposedly credited it back to the account. I called again on March 26 when I was able to make the payment and it was still showing the incorrect amount. The past due I was told on rather recording was $211.07 and the next bill in 2 days should have been $84.16. I asked about the bill that day before making the payment because the amount was still incorrect. The lady I spoke to that day put me on hold to, as she said, fully research the account. When she came back on the line, she informed me that the $211.07 would bring us up to date and our next payment would not be due until April 28, 2024 in the amount of $84.16 (5pm on March 26, 2024) I tried letting her know that I didn't think this was the case and she informed me it was. I recorded that conversation. A few weeks later, we received a call saying we had a past due balance of $84.16. I called and spoke with ******* in financial services and was told they would credit the past due. (April 24). I'm being told now that will not be honored

  

  Business response

  05/25/2024

  After a full review of the account, the customer was contacted, and provided a full explanation of her billing.
  We have also given her a customer courtesy credit for a reconnect fee of $45.00. The customer thanked the Sales and Service Agent that contacted her.
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *********** back in October 2023 and I have been having so many issues without ever being credited plus a truvista employee told a person who is not authorized on my bank account to sign a check I had forgot to sign. My bank did not honor the check because of that. I am tired of my internet going down numerous times a day especially since I work from home which makes me *******************. I understand they are the only provider in the area but they are more expensive than my provider in ******* which is spectrum and I only have internet. I have to wait until 04/19/2024 to pay the past due. I can't always call because my cell phone barely works and if internet is down then I can't call from wifi. I just need my service to work until I go back home.

  

  Business response

  04/15/2024

  The customer was reached on 4/12 and a trouble ticket was created and assigned to a technician to visit the home to resolve the issue with the internet service. The agent that contacted the customer also added a promise to pay on the account for 4/19, which is the date requested by the customer.
  
  The technician did resolve the issue and made sure the service was working. A follow up call was made to the customer today, 4/15 to make sure the internet service was working as it should and the customer confirmed that the service is working well and she was very happy with the resolution.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had service installed by Truvista on 11-20-2023. The internet service was horrible. It was constantly dropping. On 11-30-2023 I cancelled my service and brought my equipment back to the local office in Commerce *******. Truvista advertised a 30 day money back guarantee. I was told I would receive a refund and it could take up to 90 days. As of today I have never received it. I have talked to people at the local office and get the run around.

  

  Business response

  03/15/2024

  After a complete review of the Account, the customer's payment in the amount of $60.00 has been refunded back to his credit card. The customer has been contacted and made aware of this and is very happy with the outcome and stated that he will keep us in mind to possibly return as a customer in the future.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to express my deep concern and dissatisfaction regarding the ongoing billing issues I have been experiencing with TruVista ***************** My account number with ****************** is ********* had ****************** **************** at my ****** residence located at **************************************************************** officially requested the disconnection of the service on 08-24-23 at the ****** office and also submitted the device (See the first page of the attached file). Despite completing the disconnection process, I have been consistently receiving invoices for subsequent months, leading to confusion and frustration (See the attached file).To provide clarity on the matter, the invoice dated 09/21/2023 indicates a charge of $90.48. This comprises $45 for the internet services from 08/21/2023 to 09/21/2023 and an additional $45.48 for the period 09/21/2023 to 10/21/2023. Surprisingly, the invoice indicates a disconnect date of 09/27/2023, which contradicts the actual disconnection date of 08/24/23.Subsequent invoices dated 10/21/2023 and 11/21/2023 continue to show charges of $75.32 each, with changing disconnect dates of 10/30/23 and 11/28/23, respectively. This discrepancy is alarming, as the service was definitively disconnected on 08/24/23. I also wrote to Planttel Smarthub (the Truvista account management site for ****** customers) about the billing issue in the month of September but never heard back from them.

  

  Business response

  11/30/2023

  An order has been entered to disconnect the **************** and was backdated to reflect the date of the request on 8/24/2023. 
  The customer was contacted today and provided with an update of the corrections made to his account.
  He is very pleased with the update.

  Customer response

  12/01/2023

   
  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. 
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am building a new home in ******** that is approximately 550' off the road. I went to TruVista in March of 2023 to apply for service ahead of time so they would have advanced notice to extend the line. At that time I was told to come back 3 - 4 weeks before I was ready for service. On August 18, 2023 my wife went back to the office and officially signed up for service and paid the deposit. We were provided an install date of September 19, 2023. Day of the install nobody ever showed up or reached out to us by phone or email. We called the next day and were told that our install had been pushed out to September 29, Day of the install and again nobody showed up or contacted us. We called back to the office and were told that our install was pending approval. We continued to call (at least once a week) over the next 6 weeks or so and was consistently told our service was pending approval. I went to the office on Wednesday, November 15 and asked to speak to someone about the problem. I was told that we could be served and she would have a technician/engineer call me. No call that day, Thursday or Friday. I called back Monday, November 20 and was told I COULD NOT be served, that my house was too far from the road. They gave me no option to subsidize some of the construction cost or any other options to assist so I could receive internet service, just said I cannot be served. I didn't have any issues with the local gas company or power company (they both provided service to my home). I don't understand why TruVista would discriminate against me. I work for a communications company and we always give a customer the option to supplement some of the cost if there are distance issues. To be told you can't have service with no options is unacceptable.

  

  Business response

  11/28/2023

  The Director of ************ Services is meeting the customer at the property @11AM today, 11/28/2023,  to discuss options and determine how we can move forward in providing **************** to the customer.
  The Director did speak with the customer on two occasions last week and the customer seems happy to meet with him and discuss the options. Additional updates will follow regarding scheduling of the Install of ****************.

  Customer response

  11/30/2023

   
  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. 
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DSL internet service cancelled on 6/22/23, equipment returned 6/23/23. Refund due for the remaining days in statement period. As of today, 11/4/23, still no refund. So it has been 19 weeks at this point. Multiple calls and texts with multiple employees over 4 /12 months with excuse after excuse. Last call 11/3/23 asking for an update and requested a copy of their cancellation/refund policy. No policy was provided to me and I am now told another two weeks.

  

  Business response

  11/14/2023

  The account review process was completed to verify the refund due and was then sent to our **************** for processing of cutting a check.
  The refund check has now been processed and was mailed at our local post office this afternoon.
  A Sales Agent contacted the customer to provide her with an update and the customer is happy.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month I spoke with a technician from truvista with the same issue i an having now. A ticket was opened and closed because someone claimed they had fixed the issue. They never came out and they never called us back. My most recent issue is that I called and spoke with a technician on 10/9/23 regarding my internet buffering and my house phone is not working. I was asked to do a speed test and the speed was lower than required. They gave me a ticket number (cas-953161-b8c6y8) and told me that someone would be out the next day. When I got off work I called to see if someone had been out. They told me my ticket was closed because someone tried to contact me by phone and they even left a message. How can they contact me on a phone thats not working? I gave them my cell number and was given another ticket number (cas-9953879-my8b6) and as of today 10/18/23 I haven't seen or heard from anyone at truvista. We have been dealing with this issue for 2 months. I keep calling gback to closed tickets and problems that aren't being resolved. I feel like I'm getting a run around but the bill doesn't stop. Please help

  

  Business response

  10/24/2023

  A new trouble ticket was entered on 10/20 and a technician visited the home on that same day to resolve issues. 
  The technician changed the pair in the inside wire and this resolved the issue with the phone not working.
  The technician did a speed test while hard wired to the modem and confirmed that the customer is getting 20 **** which is the correct speed that the customer is billed for.
  The ** that is buffering is far from the router and so the technician advised the customer that this causes a weak signal and suggested adding wifi extenders or moving the modem closer to the ** that is buffering. The customer stated that she would think about it and give us a call back.
  All issues were resolved before leaving and the customer was happy.
  
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the office on Sunday , September 10th to report an outage. I was given a ticket number and told someone would contact me. I called on Monday and Tuesday and was told my ticket was put in. On Wednesday I went to the office and told my ticket was escalated and someone would call me on Thursday on Thursday I was told that that the ticket had just been created when was not the truth. , I called back to inquire about when someone would come out to service. I was told the ticket had just been created on Wednesday and they could not give me a date or time. I asked to speak to the supervisor and no one returned my call as of Friday September 15th at noon. I was told that tickets are sent out and there is no way to tell the time frame when a technician will come out. I have been without internet without any response from the company for five business days and counting. This is bad business. I would like to know when I will have my service restored. I had the same problem two weeks prior with getting phone service restored.

  

  Business response

  09/19/2023

  A technician arrived at the customer's location on 9/15, replaced a bad fitting and the internet service was restored.
  A follow up call to the customer to confirm that her service is working as it should and a credit for one month of service was issued to the account.
  The customer was happy to receive a follow up call and credit towards her account.

  Customer response

  09/20/2023

   
  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. 
  

*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. ↩