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Business Profile

Internet Providers

SurfBroadband Solutions

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/02/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    July 26th 2023 notified Surf that internet was down. We were told a ticket was put in and wed have a repair within 48 hours. No repairs were done. Called July 31st and was told there is a ticket in and they would escalate to their supervisor. Called August 1st and was again told they would put a message in to their supervisor. Asked to speak to a supervisor and was put on hold and no one returned to the line.

    Business Response

    Date: 08/04/2023

    Dear *********************,

    Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.

    I believe ********************* has spoken with our construction manager and that today the Surf team is making our fiber access (hand-hole) ready to receive your new driveway. 

    Our Service Delivery Manager (****) will be reaching out to you today to schedule a new fiber drop to your home and your neighbor's home for this afternoon.

    You do not have to be home for us to perform the running of the new fiber drop to your home, but we will require access to your backyard. 

    Again, we are sorry for any inconvenience that you have experienced.

    Sincerely,

    *******************************
    Vice ********** ******** Operations

     

    Customer Answer

    Date: 08/04/2023

     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.

  • Initial Complaint

    Date:05/16/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May 10, 2022 Elkhart County Fiber Internet by Surf Broadband encroached on my property and has done damage. Their hole was dug within 3` of my foundation, 3` down , leaving a manhole sticking 2" ** in my yard,with a lock hole on the plastic manhole, therefore inducing water , and encroaching my property, with potential water damage to my foundation. Manhole also is within a 1 to 2" range rising up over exiting yard.The grass is non-existing within a radius of 12" around the manhole cover. I never signed for this, my house foundation could be damaged, and my yard has a manhole that I never said YES to.

    Customer Answer

    Date: 05/18/2022

    I didn`t give written consent to  put their  manhole into my property.  I`ve seen on-line MUCH WORSE damage than I have.  What can I DO ?   People have been waiting for weeks to have cut sprinkler lines fixed. I put top soil and grass seed down  already because I don`t want the eye sore in my front yard.   But what gives an **************** a right to make my yard their property to make  money off of ?  It`s not buried lines.  It`s a manhole in my yard !   And CLOSE to my house.  Not only an eye sore but going to be a nuisance to mow around. 

    Thank-You ***********************************

SurfBroadband Solutions is NOT a BBB Accredited Business.

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