Complaints

This profile includes complaints for Gateway Fiber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gateway Fiber

  275 W Service Rd N Ste K Wright City, MO 63390-3395

  
• 

  Gateway Fiber

  313 N Gladstone Ave Jonesburg, MO 63351-1004

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:10/19/2023

  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.

  Gateway Fiber contracted with a company to lay fibre in our neighborhood. This started probably around March or April if 2023. The company completely tore up the side of our yard along with multiple other areas of the yard. The side yard was poorly filled when the new sod as laid and our yard has now settled making it incredibly uneven, even appearing to sink. The corner of our yard has never had sod laid after being torn up so is completely bare! Along with that the company left a large rock in our yard that was not there to begin with and has not been removed. Finally in the front of our yard next to our walkway the company dug a hole but again failed to adequately fill the hole and placed the sod back over the hole. The hole is 4-5 inches deep and likely to cause a sprain or broken ankle should anyone step in it. This has been brought to the attention of the company numerous times over the last 4-5 months. Im fact a gentleman came to our door on August 8th to follow up and my wife physically walked out to show the areas that needed to be addressed. Nothing has ever been done. It is the companys responsibility to return our yard to its prior state and they have failed in every way to do so. I have numerous pictures but unable to attach as they are too large. Happy to send in another format if needed.

  Business Response

  Date: 11/14/2023

  Issues have been resolved to the satisfaction of the homeowner.

  Down the side of the house where we had placed sod originally had settled so we raised that area to grade and laid new sod.There was a rock left that we had dug out, we picked that rock up. There was a small section on the corner between the sidewalk and street that had gotten missed so we laid new sod there. Lastly there was a spot in the front yard that we had potholed for water and it settled so we raised that to grade and laid new sod. 
  

• 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 put in H31353034373231**3434H cables in and around my property about 6 weeks ago. When they were working they cut the water line to the ******** system in my front yard. They attempted to repair it but didn&#**;t put clamps on the system, so pressure was lost. My sprinkler goes off automatically at 4 a.m. and I didn&#**;t notice it wasn&#**;t working until recently. I&#**;ve contacted the company and they are aware of the situation. The previously came out and leveled the yard and put down straw and grass seed. They know of the issue but when I spoke with a customer service person last, she ended the call. I had the sprinkler company come out and make the repair. It cost $150.00.

  Customer Answer

  Date: 09/28/2023

  Copy of the bill and repair work

  Customer Answer

  Date: 09/28/2023

  Copy of the bill and repair work.

  Business Response

  Date: 09/29/2023

  This repair has already been made, the customer has been contacted, and reimbursement is being made.

  Customer Answer

  Date: 09/29/2023

  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.  They reimbursed me today for the $150 expense I incurred.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/18/2023

  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.

  Gateway fiber is running their lines under ground. They dug up my front yard and my back yard. Put huge boxes in the ground, I wasn’t happy about that but there’s nothing I can do about that. But They refused to seed my front yard and backyard. That’s what I’m upset about. EVERYONE else in the neighborhood got theirs seeded with hay on top. I’ve got pictures of the entire street done except my front and back yard . I had to go out and spend $65.00 for grass seed and a special cover you put down on the ground to prevent the mud from draining from the rain because the dirt is on a hill. A lot of mud already ran down from our most recent rains. I have pictures of before and after I did the work myself. It sat there for over 3 weeks, just dirt. They said they would originally do it and they lied to me. I also have pictures of my entire neighborhood done except mine. I have the receipt from **** *****, it’s $64.58. You know that’s not much money but it’s the principal of it. Plus I spent 2 hours outside sweating my but off laying all this stuff down. I want my $64.58. And a written apology from the guy I originally talked to. I don’t remember his name, he was in charge of the entire project for our town. I guarantee he remembers me. Before any work was done they told the city of union all yards would look better after they completed the job then they did before they started. This has been a very stressful situation to go through and I definitely didn’t deserve this. I would appreciate your help. Thank you, ****. I tried to upload pictures but it says the file is too big and it won’t go through. The pictures tell the whole story. Maybe I can send it another way if you can tell me how. Thank you again.

  Business Response

  Date: 09/19/2023

  Customer has been reimbursed and his yard has been restored to satisfactory condition.

• Initial Complaint

  Date:07/22/2023

  Type:Billing 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.

  Failure to bill correctly, no free month for p[**** and customer adjustment., continued incorrect billing.I joined Gateway in early May, included was 1 month free promo Expecteed monthly billing *****.May bill was ***** correct as free month comes after first month payment June bill was ***** Amount is correct for first months bill includes (partial month initial service, however should be a free month with $17 added for partial month.I called service and explained I did not receive my free month. Woman told me she found I was not signed up for free promo month. Apologized. and gave me another free month. This months bill is again *****. No free month and an increase in my monthly rate.If they cannot cancel this months incorrect bill (if should be free this month and next) then close the account and credit me for the incorrect July bill.*********************

  Business Response

  Date: 07/24/2023

  Customer was credited for 2 months of free service on 6/30. ************* is not credited as part of the package. Our staff has left a voicemail with the complainant.

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ID ********, and find that this resolution is satisfactory to me.

  Please mark ********* number ******** CLOSED TO CUSTOMERS SATISFACTION.

  After a week of trying to get ahold of Gateway Fiber, I finally got an answer back and a response to my *********. This morning.

  Gateway Fiber removed the current incorrect monthly 95 dollar charge and issued a credit for same. They also issued a 100 percent monthly credit for both the  monthly service and one additional month per discussions in June regarding incorrect billing since opening the account.

   

  As of now, all is correct.

   

  Please pass on my gratitude to your team at BBB as well as my thanks to Gateway for addressing this.

   

  You all do a great job and ******** is lucky to have you all.

   

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

  3187 Myna

  *************, **  63367
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  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.

  They never came back to our house to finish the Internet. Every time we call this lady tells us the boss will call us. No response. They tore up our yard and driveway. According to my husband’s they put the Internet in wrong spot.

  Business Response

  Date: 07/10/2023

  The installation manager spoke with customers and have resolved the restoration issue as well as installed the service requested. We believe the issue has been fully resolved to their satisfaction.

• Initial Complaint

  Date:05/09/2023

  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.

  They started digging in my subdivision the Friday before Mother&#**;s Day in 2022. My lawn is still messed up and they cut my sprinkler head and threw it in my neighbor&#**;s yard. I need my sprinkler system turned on. I started complaining on March 8, 2023 and still nothing has happened. They need to do a backflow test. I need my sprinkler system fixed.

  Business Response

  Date: 05/25/2023

  We have contacted the complainant and resolved the complaint. We have agreed to repair the damage that we were unaware of and fully restore the yard to as good or better condition.

  Customer Answer

  Date: 05/25/2023

  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/04/2023

  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.

  4/25/23 Gateway Fiber cracked my driveway when they were installing lines on my property. The driveway is also still raised up in the section where they broke it at. It was clear negligence in not drilling deep enough under the driveway. You would think they have done this enough that they know how to actually install the cables. They drove a machine up my driveway, beyond where the easement would be (the tiremarks show where they went up to, without permission), in an effort to push the buckle in the driveway back down, probably in hopes that I didn’t notice the damage they caused. I called ***** at Gateway after I arrived home from work and saw the damage. She assured me that a construction manager would contact me and I would receive an email about my claim. This was 9 days ago. I never received the email. She called me the next day asking is the construction manager had contacted me yet, which he did not. She said if I did not hear from him by the close of business to call her back. I did not hear and called her. She acted surprised and said she would call him and then call me back. I have not heard from ***** or anyone else since. I have called daily, and left voicemails but it has now been over a week since I have heard from anyone.

  Business Response

  Date: 05/25/2023

  Gateway Fiber takes these complaints seriously and has a ticketing system in place to track & address each and every complaint.  There seems to be two issues raised in this complaint to the BBB.  The first is the damage to the driveway and the second is working outside of the easement.  

  With respect to the construction damage, one of our Gateway Fiber reps has been in contact with the homeowner and the contractor who completed the work on Gateway's behalf to investigate the issue.  It has been determined that the contractor did damage the driveway and will be responsible for replacing it.  This has been communicated to the homeowner and the contractor is in the process of organizing/scheduling the repair.  

  With respect to working outside the easement, the recorded plat for ***** ******* **** ****** where this residence is located provides "the right of temporary use of adjacent ground not occupied by improvements for the excavation of and storage of materials during installation, repair, or replacement..."  The contractor working for Gateway was working within their rights as outlined in the plat.  

  Customer Answer

  Date: 05/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  Four separate people have told me they would fix it then nobody follows up and not motion on that aspect.  There are other issues that have been going on with gateway on the news that still haven’t been repaired after two years so it is empty words still. As far as the easement violation is concerned, they did not go beyond it for any of the reasons listed that were allowed so it is a violation. I will not be satisfied until they actually have completed work in replacement of their damage. Gateway claims they care and take complaints seriously, but I couldn’t get a response after they found out what they did until I made a bbb complaint. And the response is all the same that they have to talk to the contractor. Then talk to them and get it done. It’s pretty simple. 
  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/01/2022

  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.

  Gateway Fiber trespassed on my property. They went into my back yard behind a locked gate without permission while my wife and kids were home. The stranger in my backyard made my family go into a panic. I also have a large dog that is not people friendly. They marked my grass for burial. I have a birthday party this weekend and now have orange paint aim the ground which is an eyesore. Gateway will not be digging on my property and is not authorized to enter my property without my permission. I need the paint and flags removed ASAP, And the proper notes added to my location to inform Gateway that they are not authorized to dig or access my property

  Business Response

  Date: 08/15/2022

  I spoke to the customer who submitted this complaint on 8/15.  ******* asked us to disregard this complaint.  His wife filed it in error.  This was not Gateway, but locators marking the ground in preparation for a deck the customer is building.

   

  Please let me know if you need any additional information.

   

  Best Regards,

   

  ***

• Initial Complaint

  Date:06/28/2022

  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.

  Gateway Fiber subcontracted Sellenrink Construction to put in their lines in my neighborhood and neither company mentioned they were starting construction until the day of. It has been over three weeks that equipment is left in my yard, cable lines are exposed overnight every night, there are holes that are exposed and all of my brand new landscaping is torn up. They have made a mess of my yard over and over. I tried to reach out to them and they ignore me. I try to reach out to the contractors and they say there’s nothing they are required to do besides keep their equipment in my yard and I just have to deal with it. When we thought they were done last week, a new contractor showed up, Creek Enterprises. I called this morning and they said a ******* **** line had been hit and that’s why my yard is further being dug into. As annoying as this is, it is dangerous. I am tired of arguing and dealing with the anxiety of something inevitably going wrong. I talked to *** at Gateway who went off on me when I told him I would not let them lay sod on my yard today because they aren’t even done digging.

  Business Response

  Date: 07/11/2022

  Better Business Bureau*** ** ********* ***** ******* ****** ** *****Dear Better Business Bureau:Gateway Fiber is in receipt of your letter dated July 5, 2022 regarding a complaint issued by Mrs. Denise *****.As a local, Missouri-based company committed to the communities we serve, the safe installation of our broadband infrastructure and our restoration process is a high priority for our internal staff and any related contractors performing work on behalf of Gateway Fiber. We recognize that the installation of buried utility infrastructure is disruptive and do everything we can to minimize the impact to the landscape affected by the installation of our facilities. In response to your request, I would like tonote the following:-Gateway Fiber is committed to a “leave it better than you found it” restoration process. Sometimes that process is not immediate as factors beyond our control (i.e. weather, workforce availability, etc.) can impede animmediate resolution. In these circumstances, Gateway Fiber and our contractors communicate with stakeholders to keep them informed.-All crews/personnel working for Gateway Fiber are instructed to remain within the utility right-of-way throughout the duration of the installation.Timeline of Events:-6/23/22 –Mrs. ***** contacted Gateway Fiber customer service to report her complaint.-6/23/22 –Mr. *** ****** (Chief of Staff for Gateway Fiber) returned her call to inquire about her concerns. -6/28/22 –Centurylink/Creek Enterprises arrives to repair damaged line. Mrs. ***** was confrontational and profane with the repair crew. Additionally, Mrs. ***** was extraordinarily profane and unreasonable in conversations with Mr. ****** relating to Gateway Fiber’s attempt to resolve the matter.-6/28/22 –Mr. ****** contacted Mr. **** *******, Civil Engineer of the City of Wentzville, to advise him of the complaint and resolution process.-6/28/22 –Mr. ****** contacted Mr. Chad ***** (Mrs. *****’ husband) who agreed to delay the installation of sod until temperatures were more conduciveto laying sod. In addition to agreeing to the installation of sod, Gateway Fiber offered to seed and straw the lawn in the interim.s you can see, Gateway Fiber has taken every step that we can to address and resolve the complaint tendered by Mrs. *****.We take all complaints submitted seriously and will do everything we can to minimize the impact of installation. Given the acceptance of our restoration offer by Mr. *****, we consider this matter to be resolved.Should you have any questions or concerns, please feel free to contact me directly at ********************************************* ** *********** ** ****** * ********** *******