Reviews

Review Details

• Review fromWade L

  Date: 02/09/2024

  Your order date is treated as the service subscription date which is absurd. Three days into the billing cycle I received the "Your order has shipped" email. A few days later, I received the used router. "Order#xxxxxx confirmed" 1/14/24. "Your order xxxxxx is on its way" 1/18/24. 1/26/24 I tried to obtain a fourth foot for the router I received. I was unable to do so by email or by wasting time with their Customer Dis-Service. Next bill? You guessed it, slated for 2/14/24.
  Nevertheless, I would have stuck with it had it worked, it never did.
  One cannot cancel without going through Customer Dis-Service. Clicking "Cancel My Subscription" in Account Management pops up a "Contact Customer Support" modal. Customer Support, on this occasion was pretty efficient - 10 minute wait for a rep to join the chat, 12 minutes to cancel.

  HomeFi

  Date: 02/21/2024

  Hi ****,
  Thank you for your feedback. We want to ensure that any outstanding concerns you have are addressed. We have sent you an email to provide further assistance.

• Review fromJames C

  Date: 01/11/2024

  Hacked my credit card to continue charging AFTER cancelling service. Changed card number, notified Visa, still got charged. Changed card number again and cancelled recurring charges and was charged again by HomeFi. Changed card a third time, charged again. No human contact at HomeFi, no phone number. Two different addresses for the business: New Jersey and Florida.

  HomeFi

  Date: 01/22/2024

  Hello James,
  Thank you for bringing this to my attention. I apologize for any inconvenience you've experienced. I understand your concern about being billed for a canceled service, and I'm committed to resolving this for you as quickly as possible.
  To assist you further, could you please reach out to our support channel at https://homefi.gorgias.help/en-US? We are open Monday - Sunday 09:00 AM - 09:00 PM EST. This will enable us to locate your account details efficiently and investigate the matter thoroughly. Rest assured, I will personally prioritize this issue to ensure a prompt resolution.
  If you encounter any challenges or have additional information, feel free to include it in your support ticket. We appreciate your cooperation, and I assure you that we are dedicated to resolving this matter to your satisfaction.
  Thank you for your understanding and patience.

• Review fromEllen D

  Date: 01/10/2024

  When we canceled our internet service, we were required to return the router. We packed the router EXACTLY the way we received it in a box with Styrofoam, sealed it and sent it back to the company in the return envelope with a return label that had been provided by them.
  Days later there was a charge on my credit card. When I tried to find out why it took days and days to finally get someone to help me. The company claims I did not return certain items as seen in this email I received
  Ellen,
  Thank you for allowing us the to review the charges on your account. We sincerely appreciate your report. We've investigated the $47.25 deduction from your account and found that it resulted from the following issues:
  •Missing Adapter
  •Missing Box and Styrofoam
  •Missing LAN Cable
  Additionally, we've updated the account, ensuring that you won't incur any further charges for upcoming plans as the account has already been canceled. Your patience and understanding regarding this matter are greatly valued. Should you require further assistance, please feel free to message us or schedule another callback request. We're here and ready to assist you.
  Best regards,
  Leo
  This is absolutely false .
  After I canceled my service, they continued to bill me and it took many emails to get them to understand that.
  This company is horrible and taking people's money.

  HomeFi

  Date: 01/22/2024

  Hello Ellen,
  I trust you're doing well.
  I wanted to express my gratitude for your feedback. I completely understand the importance of ensuring that you are not charged any additional amounts after returning the device upon cancellation.
  Before you contacted the BBB, we received your callback request contesting the charge. Please be aware that our warehouse team will examine the contents of the returned device, checking for completeness, including the adaptor, box, and LAN cable. If any of these components are missing, a device fee or accessories fee may apply, depending on what was not returned. In your case, the adaptor, box, and LAN cable were not returned, resulting in the $45 charge.
  If you believe that the charge was made in error, please contact us, and feel free to send a photo of the contents of the box you returned. We would be more than happy to investigate this matter for you.
  You can reach us out at https://homefi.gorgias.help/en-US from Mondays - Sundays 09:00 AM - 09:00 PM EST
  Thank you,
  Mary Cruz
  Customer Experience Manager