ComplaintsforVexus Fiber
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Complaint Details
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Initial Complaint
10/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We moved to ******* in March of 2024. We moved into a rent house and established an account with ******************. We just recently purchased a home in *******. I called about my disconnect and install. I told her I needed to keep the internet at the old house until 9/3/2024. She said she would make a note and that I needed to call back to officially cancel. Installation was supposed to occur at the new house on August 23, 2024. No one showed up I got a call at the end of the day (after I took off from work) and they said they would be there tomorrow. I said on a Saturday and he said yes ma'am. No one showed up. A whole Saturday wasted as well as a day off on Friday. I called on Monday and they said my appt for install was moved to the August 26th. NO ONE told me! I had to call my boss and rearrange my schedule. The technician was supposed to install the extender but he said I didn't need it and that it would save me money if I didn't get it. I was told it was a BOGO and he said that doesn't exist so I didn't install it bc I didn't want the extra charge. I called and set my cancellation date for the new house and then turned in my equipment and made my final payment. I called in bc I got a text that my account was past due. I have NEVER received a statement or notice of my new acct EVER! She said there was a mix up with how my account was created. I was charged fees that I shouldn't have been charged and she was going to adjust my bill and send me a link to pay. I paid the amount I was told in the link. I also told her our service was spotty and she recommended the other tower and I explained that situation and she said it was a BOGO so she sent someone out. I just got another message that my account is past due! They keep collecting more and more money and I am constantly told I owe more! No statements NOTHING! Very sketchy and when I call no resolution and no effort to try and keep me as a customer.Business response
11/01/2024
Vexus contacted the customer to address her concerns and learned the primary issue was confusion about Vexus billing cycles. Due to the confusion, the customer had overlooked paying her August invoice which left her with an outstanding balance of $131.64. As a sign of good faith, Vexus agreed to credit the outstanding balance. The customer indicated she was satisfied that ****************** had addressed her concerns.Initial Complaint
10/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I left my old internet service provider and signed up with Venus Fiber due to the lower cost of service. I was promised a promotional rate for the first year of service. These rates and discounts are printed on the bills I have. My most recent bill went up by $10 a month. When I called Venus Fiber and spoke to a representative they told me the promotion period ended. I told the representative it had only been six months and this rate should be for the first year. She told me Venus Fiber was no longer honoring that promotion and I was on the next best promotion. I said they cannot do that and she put me on hold to see what she could do. When she returned 10 minutes later she offered me faster internet speeds for $84/month or a downgrade to for $65/month. I told her no thank you and that was the end of the conversation. Second issue. I pay for 1Gb/s upload and download speeds but receive nowhere near this. The WiFi on my phone is as low as 26Mb/s and my computer WiFi around 190Mb/s. On average I am receiving 1/5 the speed I pay for. I understand the 1Gb/s cannot be guaranteed all the time but its never. I had a Vexus Fiber technician come to the house and tell me everything looks good from what he could test. He also told me there were know issues like this in certain areas but usually only at high internet traffic times like right after work or weekends.Business response
11/01/2024
This customer complained that his bill increased after 6 months when it was supposed to stay the same for the first year. The customer subscribed to **************************** data service in October 2023, under a promotion with annual price increases.
The customer understood he had only been on the service for 6 months because he was only able to access 6 months of invoices in the Vexus web portal. The customer was satisfied after ****************** explained his mistake and agreed to reinstate the discount.
The customer also complained about slow internet speeds. Vexus had dispatched a technician in September and speeds tested at 900/942 Mbps. Vexus NOC has run additional tests and has been unable to duplicate any speed issues. As provided in Vexus Terms and Conditions of Service, data speeds are not guaranteed and may vary based on a number of factors outside of Vexus control.
Therefore, Vexus requests that the matter be closed.Customer response
11/02/2024
I have reviewed the business response and accept this resolution.Initial Complaint
09/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 15th the company Vexus came to my home to install their fiber optic lines. I don't have their service or requested if. At 12 pm I came home for lunch and I notice their truck was parked in my drive way and they had already made a hole right in front of my water meter. I saw a worker pumping water out of their hole. On September 13 I got my water bill and it was twice as much as I normally pay. I had left for vacation for 11 days for the billing cycle charged. I called the city of mission and I was told it was due to consumption but the bill couldn't have been that high since I was gone for 1/3 of the month. I made a complaint with the company but has not been resolver. I am asking for compensation for the overages. I'm requesting for a $60 payment to cover the overages that vexus caused. I called the city and the problem has been fixed but I should not be responsible for the overages. One of their contractors contacted me after the complain I filed on line but the issue has not been resolved or contact me about it after first call.Business response
09/24/2024
The homeowner has been paid $60 for his inconvenience.Business response
09/24/2024
The homeowner was paid $60 for his inconvenience.Initial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 8/5/2023, a salesman representing Vexus Fiber came to my home and offered me a 1 GIG high speed internet package for a total monthly fee of $66.23 per month for one year. He said it was a higher than normal discounted rate (for the first year I am with Vexus) as I am over 60 years old and retired. He then told me that after a year, if I stayed with Vexus, I would receive the normal second year discount of $59.99 per month, making my total monthly fee even lower than that of the first year. This made sense to me because companies, as an incentive to stay with them, lower the fee the longer you remain their customer. However, I am now at the beginning of year two and my rate actually increased. After going on the Vexus Fiber website and "chatting" (for over two hours) with a representative named ********, she told me the line item on the bill (which clearly states "Internet Discount...$59.99 Year Two") actually means the cost of the 1 GIG package is $59.99 plus $26.24 in fees. This is a misleading, dishonest and deceptive sales practice that reminds me of the old "bait and switch" sales tactic retailers made famous back in the 70's and 80's. When I confronted ******** about this, she left the "chat" and switched me to a representative named ****** who would not "chat" with me (even though I asked for a supervisor) other than to tell me to call their ************ telephone number.Business response
09/06/2024
Vexus discloses the terms and conditions prior to any installation of services in an email to the customer. In addition, ************** monthly bill states the pricing discounts for each year of service. Please see the attached bill from August 30, 2023 that shows the costs per year. On September 4, 2024, Vexus extended the promotional rate of $66.23 for one more year for ************ as a sign of good faith.Customer response
09/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Paid $190.00 to have lawn sprinkler repaired from Vexus fiber installers damage. ********** was the last contact with Vexus at ************. Copy of repair charges from Sunrise Landscape, LLC for $190.00 was provided. Included was picture of installation crew on site. Original contact was ******************* at ************.Customer response
07/27/2024
Thank you for your assistance. The Vexus Fiber installation company was B & A ********* **** in ******* ****** They telephoned me on 7/17/2024 and advised they were mailing a check for the repair. The check for $190.00 arrived in the mail on 7/26/2024. I am satisfied with the results and grateful to the Better Business Bureau.
Thank you,
***********************
Business response
08/02/2024
Our contractor sent the customer a check for $190.00 to cover the sprinkler repair.Customer response
08/02/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So as of 7/8/2024 they were suppose to install called multiple times they keep rescheduling me and instead of emailing the dispatch to get them out here they didn't it's very frustrating when your job is on the line and even a supervisor gives you attitude worse beginner customer service experience everBusiness response
07/11/2024
Installation completed 07/09/2024. Customer was credited installation charge of $30.00 on 07/09/2024. Customer is satisfied with credit and installation.Initial Complaint
06/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Vexus came and dug their lines in my yard and destroyed my irrigation system in the process, no lines were marked before using the heavy machinery in my yard. *** reached out directly to them and they have stood me up and not made the repairs.Business response
07/01/2024
Vexus Fiber has repaired the damaged sprinkler system and confirmed the consumer is satisfied.Customer response
07/01/2024
I have reviewed the business response and accept this resolution.Initial Complaint
06/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Cancelled service 2 months ago. Its not my fault that the tech who took out the equipment lost it and never turned it in. Now I have a 180 bill and probably going to go on my credit. **************** says they will look for it and then fix my bill.. **** is not good enough. Your people lost it, you can credit me and find it later.Business response
06/21/2024
The customer canceled his service on May 6, 2024. Vexus Fiber has provided invoices showing that the customer was billed $30 for a Returned Payment on May 8 and then $150 for Unreturned Equipment on June 2. As stated, the technician who picked up the customer's equipment no longer works with the company and Vexus is unable to determine what happened to the equipment. Nevertheless, Vexus has credited the Unreturned Equipment charge and as a showing of good faith has also credited the Returned Payment charge leaving the customer with a $0 balance.Customer response
06/21/2024
I have reviewed the business response and accept this resolution.
However their practices still force the customer to have to go to all this trouble to prove they didnt do anything wrong.
Initial Complaint
05/29/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up with Vexus Fiber for internet after a young man came to our house and offered an internet package for $39.99 per month. He stated repeatedly that the monthly charge would be$39.99 and not more than that for six months and that If I renewed with Vexus Fiber after six months the price would remain $39.99.Last week I discovered that my Vexus bill is $49.99 and I called Vexus twice and they will not change the monthly charge. They state there is an additional $10 fee for internet that they have to charge. However, the intial door-to-door salesman ensured me that my monthly charge would $39.99. He never mentioned any other fees or charges.This is a deceptive and misleading and dishonest sales practice.Business response
07/03/2024
As of this date, Vexus personnel have been unable to contact the customer to resolve this matter.Business response
07/09/2024
Vexus has been in contact with the customer and issued a credit reducing his monthly bill to $39.99 for 12 months. The customer says he is satisfied with this resolution.Customer response
07/11/2024
I have reviewed the business response and accept this resolution. Vexus was able to contact me and they adjusted the monthly charge to what was originally promised by Vexus.
Thank you so much for your help.
Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Vexus doesn't provide a way for residence customers to get a Static IP. Please charge me $5 extra a month like many other fiber providers do for a Static IP.Business response
04/18/2024
Vexus Fiber does offer static IP service to residential customers for $20.00 per month. Vexus personnel have communicated this to the customer and are waiting for confirmation in order to proceed with installation.Customer response
04/23/2024
They have contacted me and was setup correctly.
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Customer Complaints Summary
43 total complaints in the last 3 years.
16 complaints closed in the last 12 months.