Customers complain about MetroNet installations; MetroNet responds

LEXINGTON, Ky. (WTVQ) – About two years, utility company MetroNet started construction to bring another option for t.v. and internet service to Lexington.

It was highly promoted by the city but right away, installations weren’t smooth for customers.

It isn’t just a few complaints, instead it’s one after another on a neighborhood social site “Next Door”. People are claiming their yards have been torn up, gates are left open, and locks are being destroyed after MetroNet employees installed service.

“These people knocked on the door asked me very politely if they could drill or trench along the back fence and I said sure,” said Randall Landers.

Randall Landers says he assumed there would be no problems.

He says once the employees left and he needed to use his internet and he couldn’t get online.

“My Spectrum internet line had been absolutely chewed to pieces,” said Landers.

He realized he wasn’t alone.

Jeff Hetzel always locks his gate to protect his four dogs. Hetzel is a MetroNet customer and when a company employee came to install service, he unlocked the gate.

“I had assumed they were responsible enough to close my gate,” said Jeff Hetzel.

When he came home he found his gate wide open. He went to check on the dogs and he noticed one was missing.

“A lady pulled up in my drive way and told me she had watched my little dog who was 14 and partially blind get hit,” said Hetzel.

Hetzel says after his dog, Buddy Love passed away Metronet gave him 300 dollars worth of credit.

ABC36 reached out to Metronet. It responded with this comment:

“We were extremely saddened to hear of this unfortunate incident and we understand the pain this has caused the family. We did speak with the resident multiple times, offered our condolences, and are doing everything we can to make this right for the family. We hold our team and contractors to extremely high standards with industry-leading safety requirements. In November, 100% of Lexington area inquiries regarding construction activity received a response within 24 hours, and of those, 90% were resolved within 3 days. Any resident with questions or concerns about construction activity is encouraged to contact us via our construction website at Construction.MetroNetInc.com, or my selecting “Construction Updates” from our main website, or simply by calling us at (859)785-1107.”