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:Order 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.

  Account Number ****. In 2023 we signed up for Surf Internet Fiber service. We have had nothing but trouble SINCE. Our service was consistently slow and buffered constantlly. I called many times about the issue and when someone came out they just said, that's the way it is. You will NEVER get the speeds you signed up for. It is not possible. SO, my question was always, how can you charge someone for a service telling them they will receive a certain speed when they really will NOT, and I was always told......that's just the way it is. There were many tickets created for our account. *see attached* Anyway, I canceled my service on April 9th and was issued an invoice on April 13th with a credit balance of $8.07. I called today April 17th to ask for that refund to be issued to me. I was told by two different people (Melissa and Trent) that the company no longer issues partial credits to customers. SAY WHAT??? Per Trent in billing, Canceled on April 9th. Canceled in the middle of a billing cycle, which was fine because I am permitted to cancel . No refund because the company no longer issues partial credits back to customers since February 3, 2025. Surf internet reps received an email stating this, but customers did not. I did NOT sign a contract and when I canceled my service nobody explained I would not be getting a refund. That is theft and I will be contacting an attorney about my refund and the fact that when we signed up we were lied to about the speeds we would be getting into our home. Melissa was very rude and couldn't care less about my issues and questions. Trent explained that they were not instructed to relay that info to customers when they canceled. When I asked for the corporate office info for Surf, I was told he did not know that. How can you work for a company and NOT know where their corporate office is located. Is this info not conveyed to your reps during training? I want my refund of $8.07. Invoice copy attached.

  

  Business Response

  Date: 04/17/2025

  Thank you for reaching out and sharing your concerns regarding your experience with Surf Internet. We sincerely regret to hear that your service did not meet your expectations and apologize for any frustration this has caused.
  

  Regarding your inquiry about the refund following your cancellation on April 9th: Surf Internet services are billed in advance, and it is our policy to continue providing service through the end of the current billing cycle, as that time period has already been paid for. While we typically do not issue partial credits for mid-cycle cancellations, we understand your situation and will make an exception in this case.
  We will honor the $8.07 credit reflected on your final invoice and process a refund check to be mailed to the address we have on file for your account. Please allow 7–10 business days for processing and delivery.
  

  We also take your feedback regarding service quality and communication very seriously. While we strive to provide accurate expectations and consistent service performance, it's clear from your experience that we fell short. We are reviewing your account and service history, including the support tickets you referenced, to ensure that proper follow-up occurs internally.

  We regret that your interactions with our team were not more helpful or courteous. Your comments regarding the communication of policies, technical support feedback, and general customer service are being escalated to management for review and improvement.

  
  We appreciate the time you took to share this feedback and are truly sorry that we could not provide the experience you deserved.

  Customer Answer

  Date: 04/18/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23217272, and find that this resolution is satisfactory to me, as long as I receive the refund as promised.  I will be issuing a new complaint if I do not have it in a timely manner.

  
  

  Thank you.

• Initial Complaint

  Date:01/09/2025

  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.

  The company offers a discount to customers who choose auto payment. The company never discloses when that payment will be withdrawn from your account. On the invoice it just states that your account will be charged. The company actually charges the account the day they make the invoice, which is sent out the following day. Customers never have a chance to view the invoice before their account is debited, and have no idea when their payment will be processed.Customer service after admitting they didn't know how a customer would know when they would be charged, and I told him that was the problem and he decided to end the call.

  

  Business Response

  Date: 01/13/2025

  Thank you for reaching out and sharing your concerns about our billing and autopay process. We value your feedback and apologize for any confusion or inconvenience you have experienced.
  

  When signing up for our services online, we strive to ensure that all pertinent information regarding billing cycles and autopay terms is clearly provided. Additionally, we offer a discount as an incentive for customers who choose to enroll in autopay.
  

  While we aim to provide clarity, we understand your concern regarding the timing of autopay deductions. Currently, our system processes payments on the day invoices are generated, with invoices sent to customers the following day. This means the charge to your account occurs before you receive and review the invoice.
  

  We recognize that this timing may not meet all customers' expectations, and we are actively reviewing our processes to provide greater transparency and a more customer-friendly experience.
  

  As for your interaction with our customer service team, we sincerely apologize if your concerns were not addressed adequately. Your feedback helps us identify areas for improvement, and we will ensure that this matter is addressed internally.
  

  If you have additional questions or need further clarification, please dont hesitate to reach out. We are committed to resolving this matter to your satisfaction.
  

  Thank you for choosing Surf Internet.

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:
  The company can do better. My advice for then would be to issue the invoice at least a week beforehand and print the date that the auto payment will deducted. Taking payment before giving the customer an invoice is just ridiculous. I have never heard of such practice anywhere.

  

  Business Response

  Date: 01/14/2025

  At this time, modifying the autopay date for your account is not an option. We understand the importance of flexibility and convenience, and we want you to know that this is a feature we are actively working on implementing in the future.
  

  Wed also like to remind you that Surf Internet provides transparent pricing from the very beginning. The monthly recurring charge for your service was established at the time your account was set up, and we are proud to offer a price lock guaranteeyour rate will remain the same throughout your service with us, with no unexpected increases.
  

  We value your trust and are committed to continuously improving our services to better meet your needs.

  Customer Answer

  Date: 01/15/2025

   I am rejecting this response because:
  
  Their response has nothing to do with what I said. What I said was that they should create their invoice for the next billing cycle and email it at least 1 week before it is to be withdrawn, and on said invoice it should state the date that the withdraw will occur. 

  Having an option on when to choose the payment date would be a nice addition and not a very hard item to have coded into their website. But, that does not have anything to do with the fact that the invoice should be generated with a date the payment will occur and sent before the actual payment is withdrawn.

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  On October 31st, I placed an Order for Surf Internet, 25 dollars a month, with instructions for no Eero to be provided as we wanted to use our own router and forgo the 5 dollar a month additional charge. When the installer came, they offered an Eero to my father who was present for the installation to which he asked if there was any additional charge for the Eero. The installer lied to my father and stated that it was included in the monthly fee. After receiving the first bill, I discovered that we had been billed the five dollars and 35 cents for the Eero (confirming that the installer had lied). I called Surf, requested a refund of the five dollars and a label to return the Eero that never should have been left in the first place. I then wasted my own Gasoline and mileage on my car, as well as time to drive the package to the ******* post office so that the Eero could be delivered as quickly as possible to Surf (in *******). The five dollars was refunded (I am still owed 35 cents for the first bill) and the charge was supposed to be removed from the monthly bill. Since then, I received another bill including the Eero charge, after which I called and left a voicemail that you clearly ignored since I have now received another bill with another charge for 5 dollars and 35 cents.

  

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the inconvenience and miscommunication regarding the Eero router. We deeply regret the frustration this situation has caused and appreciate your patience as we work to resolve it.
  

  After reviewing your account, we have taken the following actions:
  

  1.The $5.00 charge from your most recent statement has been credited to your account.
  ***** recurring charge for the Eero has been removed, ensuring that it will not appear on future bills.
  

  We also regret the experience you had with our installer and the subsequent inconvenience of returning the router. This matter will be reviewed internally to prevent similar issues in the future.
  

  If you have any further concerns or questions, please dont hesitate to contact us directly. We value your business and are committed to providing you with the best possible service moving forward.
  

  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because: I am still owed $5.70 as there is still one month that I was billed for which has not been credited and the original charge was only refunded 5 dollars missing the 35 cents.  Please refund the additional 5 dollars and 70 cents.  
  
  
  

  

  Business Response

  Date: 01/07/2025

  I sincerely apologize for overlooking the additional $5.35 charge from your 12/5 statement in our original review.
  

  Ive processed a credit for this amount, and you should see it reflected on your account shortly. Please feel free to reach out if you have any further questions or concernsIm here to assist.
  

  Thank you for your understanding, and we appreciate your continued support.

  
  

  Customer Answer

  Date: 01/08/2025

   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.

  
  

  Thank you.

• Initial Complaint

  Date:08/22/2024

  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 5/23/2024 I received order confirmation to install fiber internet in my home. Today is 8/21/2024. They said they could install it the next day. I was impressed. When the installer arrived and started the installation, he discovered that the line under the street had an obstruction and would not allow the cable to be fed from the other side of the street to ours. He said that a maintenance crew would need to come out and unblock the obstruction. I have called three times and each time people were very nice and said they would get back to me. I have heard nothing. Today, I talked to a gentleman from Surf Net, he was going to check things out and get back to me. He supposedly called my home so I would have his phone number on caller ID. He must have called a wrong number, because it never showed up on my caller ID. I would like for someone to call me and give me a time frame when this will be resolved and also a contact person to call when the time frame is not met.

  

  Business Response

  Date: 08/23/2024

  Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you have experienced. We understand your frustration with the delay in the installation of your fiber internet, and we are committed to resolving this matter as quickly as possible.
  

  First and foremost, we apologize for the communication lapses and the delay in addressing the obstruction under the street that has prevented the installation from being completed. We take full responsibility for the lack of follow-up and the confusion regarding the missed call.
  

  To resolve this issue, we have escalated your case to our maintenance team, and they are currently prioritizing the work required to unblock the obstruction. 

  Thank you for giving us the opportunity to make this right.

  Thank you,

   

• Initial Complaint

  Date:04/30/2024

  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.

  Friday, September 29, 2023 surf internet was scheduled to install internet connect from street box to our house. Surf stated that after a survey of our property, there needed more dining to set underground cable to our house. A few weeks later, a construction crew showed up but said they needed more equipment. That in the last I've heard. I have repeatedly called to inquire as to when this would be completed. I haven't been lied to and promised continually that "Someone would call me back today."I am still waiting. I called once again today without any guarantee of a resolution.Please, I would like this service. this is beyond frustrating.***************************

  

  Business Response

  Date: 05/02/2024

  Hello ********. First let me say, thank you for your interest in Surf Internet and THANK YOU so much for your patience. I understand your frustration. I was able to do some investigating it at looks like the biggest reason for the delay was an a drop in communication between teams. It was originally determined that you would need a driveway bore in order to complete your installation. This sometimes happens if a fiber access point, located in the utility easement, is shared between two properties where a driveway is blocking the direct path from the access point to your home. In this case, we need to bore under the driveway and run the cable through to the otherside to create a direct path. This is generally coordinated by our installation team; however the bore contractor who originally went out to do the job determined they would not be able to do it because there is a gas main that runs near or under your driveway that we need to get around and it requires the use of a directional boring machine, which is something our construction team needs to handle. I believe this is where we had a misstep in communication causing the delay and lack of information the customer care team was able to provide when you called in for updates. I sincerely apologize for the long delay and frustration at not being able to get concrete answers. I'm told our local construction manager has a contactor lined up to get the drilling done by early next week. The utility locates are being called in today (5/2/24) to mark the underground utilities on your property before we can drill. Soon you should see some flags and possibly paint markings in your yard. We are hoping to have the construction complete and get you set up for installation by the end of next week. Again, I apologize for the inconvenience and lack of answers. This is definitely not the experience we want any of our new or existing customers to have. 

• Initial Complaint

  Date:01/26/2024

  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.

  Was told my internet was ready for install 3 different times now still not installed they told me it need spliced and that was fixed then come out say cant do it now becouse its not bored when there *************** told me I was good to go still nothing they have no communication wont let you talk to boss wont give you time frame on when repairs will be done or anything they want all these new customers but cant tell you the truth all you get is it will be a few weeks or we will let you know when its done like come on stuff is being marked off as done and its not

  

  Business Response

  Date: 01/26/2024

  Hi, *****. Thank you for reaching out. We understand your frustration and apologize for the delay and inconvenience. I can only assume that when the sub-contractor told you it was ready, they likely meant the fiber itself. As it turns out, we need to bore under your driveway to be able to run the fiber from the access point up to your home. The delay at this time is the weather. The Surf team member who coordinates our contractors for the driveway bores will be reaching out to you today (1/26/24) to update you. We thank you for your patience. 

  Customer Answer

  Date: 01/26/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/26/2024

  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.

  Surf Internet had people come to instal service. Two teams dug big holes in my yard and left. When I call the office, no one can tell me when they will return. Big holes in my yard for days and the neighborhood children and old people cant walk down the sidewalk safely. I sent emails and calls, but they just go in about the wrong things and try to change the subject. There is one nice guy you can talk with, but he cant seem to help too much because the company is not organized properly. They said they need a special machine because the ground was frozen, but that was two weeks ago and it has not been frozen for days and they wont come back and fix the holes or complete the installation. Better off paying for ******* or something.

  

  Business Response

  Date: 01/26/2024

  ******************. Thank you for bringing this to our attention. We apologize for the delays and inconvenience. It looks like you were waiting on a sidewalk bore, which has since been completed and may also need a driveway bore, which has not been completed yet. The delays, in part, have been due to the weather, but as for the unfilled holes left in your yard, our contractor should NOT have left them that way. The Surf team member who coordinates our contractors for the sidewalk and driveway bores will be contacting you this afternoon (1/26/24) about this issue and hopefully we can get it resolved quickly. We thank you for your patience.

  Customer Answer

  Date: 01/26/2024

   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. The installation is complete. They young man who came was very nice and professional.

  
  

  Thank you.

• Initial Complaint

  Date:12/12/2023

  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.

  The company was installing new internet in our neighborhood. They chopped an underground wire that keeps a lawn mower in our lawn during installation. I was told by the construction representative ****** to get it fixed and then send them the invoice to be reimbursed. We had a local company come and fix the wire and paid the expense of $226.40. I then sent ****** the invoice and told it was sent to a subcontractor and ****** would get back to me with an ETA of reimbursement. Two weeks went by with no response and I sent an email following up on reimbursement. I received a similar email saying the subcontractor was contacted and they would get back to me with an ETA with reimbursement.

  

  Business Response

  Date: 12/12/2023

  We sincerely apologize for the inconvenience in this matter. While we try to take the utmost care in avoiding damage to underground wiring during our construction process, it does happen on rare occasion. We do expect our contractors and sub-contractors, acting as Surf representatives, to resolve such issues in a timely fashion and it sounds like this did not happen here. We've reached out to the sub-contractor responsible for issuing the refund in this case and have been assured a check will be in your mailbox by Wednesday, December 13th. If this does not happen, please feel free to email me directly at ********************************************** and I will follow-up on this ASAP. Again, please accept our apology for the delay. We appreciate your patience. 

  Customer Answer

  Date: 12/19/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:11/15/2023

  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 caused a power outage in my neighborhood when they hit a power line while installing new internet (8/26/2023). The expected restoration time was 12 hours and we needed to get inside our home to get to our pet. We called Surf Internet and they acknowledged that they had hit a power line but were unable to help us. We had to pay a locksmith to come and break into our house so that we could access our pet. I was told that they would reimburse me for this expense (total charge of $436) and I have provided my locksmith reciept to several individuals in the company. They have stopped responding to my emails and texts and have not resolved the issue.

  

  Business Response

  Date: 11/16/2023

  Hi ******, 

  I would like to apologize for the inconvenience that this situation has caused. I have escalated the issue to our construction team, and they will review the request and once it has been reviewed someone will reach out to you to help resolve the issue. 

  If you do not hear from someone within **** business days, please feel free to reach out to me directly at ************.

  Thank you, 

  ***************************** - ************* Manager 

   

• Initial Complaint

  Date:09/28/2023

  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.

  this company installed fiber cable to the whole town. they had a boring machine in my front yard. they left ruts where the machine drove . they left a hole 6" by 1' deep. they have been telling me they would repair it within 2 weeks but that was back in April of this year. i have a repair ticket # *****. when i call them with this #. i am told there is no record of it. i have contacted the ******* on the job, he has been here and painted the areas that need repair, but has never returned. i have made several calls to the company and have gotten several promises but no results. i have several e-mails from them but i can not get them to load to this message.

  

  Business Response

  Date: 09/28/2023

  We absolutely want to make sure this is resolved for ******************. We are 100% committed to restoring any damage caused by our construction process and equipment to the same state the yard was in before we got there. I am not sure who all he has spoken with exactly. While I did find his contact information in our CRM/marketing database, I was unable to find a record for ****************** under his name, contact info, or address in either our new or old customer database systems. I realize he is not currently a customer but that is where his ticket information would be if he had an open ticket with us. I tried searching the ticket number he provided as well and nothing came up. If he called Surf Internet directly. there would be logs of those communications and I am unable to find any. He mentioned he contacted the ******* on the job, which makes me wonder if that's who he has been talking to all along (or different members of that team), which unfortunately means we would not have knowledge of the situation to make sure it gets resolved. To prevent situations such as this we send out construction notification letters to every resident prior to the beginning of construction. In it, we explain what to expect as we move through their area and we provide information on how to contact us if issues arise (see highlighted portion of the attached letter). We also place large construction signs throughout the neighborhood as well as small signs in each yard and door tags on every door that provide this information as well. We have a claim form on the webpage we provide a URL for, which automatically creates a ticket in our system and the claim form can also be found on our website: SurfInternet.com under the construction tab on the main menu at the top of the page. We prefer for residents to contact Surf directly rather than the contractor that way our construction managers are made aware of the issue and can follow up quickly if it is not resolved in a timely manner. I will make sure ****************** is entered into our system, that a ticket is created, and that our fiber construction coordinator, who follows up on issues such as this, is contacted so we can get this taken care of as soon as possible. In the meantime, if ****************** has any questions or concerns, he can email us at ********************************************** and I will respond to him directly.

  Customer Answer

  Date: 10/04/2023

   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.

  
  

  Thank you.