Granite Telecommunications
Reviews and Complaints

I'm not interested in their services yet they continually call and will not remove us from their list. Harassing people isn't any way to get new business.

Avoid doing business with this company! They are not a reputable company. We had no agreement for their services, no signed contract, nor were any of our existing telecommunication accounts transferred yet they started billing regardless. No explanation was provided as to what they were billing for.

Great tech company to work with! I have been working with Granite for over 5 years now and they keep adding more and more services to the portfolio which is great for me, it is one stop shopping. The teams I have worked with are easy to get a hold of and very knowledgeable. The partnership has been great and cannot wait to see more these guys come up with.

We have business in a mall and we are mandated to use this company as a provider. Their service is very bad. All they do is give you a ticket number and promise a call back that never happens. When they don't provide the service we don't have internet connection, and no phone service or credit card processing so basically the business is shut down for a long time.

They charged me quadruple what was promised and then shut off my internet when I didn't pay. They over-billed me by $12,000. Nobody will even get the phone and try to understand or explain why. The landlords don't care because they get kick backs from them. If you have any choice at all (which I didn't) avoid them at any cost! 0 Stars. Absolute criminals1

Granite is a horrible company. They would not suspend their service or fees to our business while we were forced to shut down during the Coronavirus pandemic. I called our other phone/internet providers during this time and they all suspended our service and fees to our other businesses while we were closed. Granite kept charging us $300 a month during this time. Greedy!

We have two business in a mall in *** and we are mandated to use this company as a provider. There are at least three outages per month and customer service never has an answer for the problem. All they do is give you a ticket number and promise a call back that never happens. When you ask for a supervisor they tell you that he is in a meeting. No sense of urgency. No internet conection means there is no phone service or credit card processing so basically the business is shut down everytime there is a service outage. Worse customer service ever.

I requested a price review from Granite. They responded (via email) that they could discount the rate and provided an amount they could bring the new pricing to. However, upon receipt of our next *** they did not adjust pricing. They stated that since I did not respond with "I approve" they did not make the adjustments. Upon much communication showing the email feed, and stating the obvious- as a telecommunications company if you have the ability to lower the line and provide a price, when I requested the review, the change should be made- they are unwilling to backdate the discounted rate quoted- their quote was "tariffs".

After switching to a different provider over 1 year ago, two accounts have finally been closed. Yes, it took a year to close out two accounts with terrible customer service filled with empty promises. Payments will be made but yet bills will continue to come, they will promise to waive fees but yet send you a bill for fees on top of the fees that were to be waived. (Evidence in writing through email from their customer service team that fees would be waived do not mean a thing) When email didn't work, phone calls to their customer service department were also terrible. Their department is instructed to tell you they will look into the matter and give you a call back...as you can see, no calls were ever returned as we have been trying to get rid of Granite for over a year! Do yourself a favor and chose another company to avoid the headache and extensive fees.

We use Granite across the *** (about 200 locations) for phone lines and Internet services. We have been using them, mandated by upper management, for over ten years. The Premier Account Analyst assigned to us about a year ago is excellent, very responsive and keeps very good records for us. The reps before were not so good. I have to agree with some reviews that their technical support team and their response time could really use huge improvements. Hold time is very long; when you get through they can only open a case for you; response time or call back is at least a day even if I call in the morning; they do not respond within their own quoted time frame; their own support personnel does not appear to know which of their internal teams support which services; my coworkers have bypassed them and contacted the underlying ISPs directly. I would not give them three stars if it was not for the good the account analyst.

We have a retail location in a mall in CO and are required by mall management to use Granite Communications. This mall was closed for two months and Granite is still charging us for full service and offering no Covid-19 assistance, deferment or any other sort of help or compensation. We are closed not because we want to be or because we think it is safer but because by law we HAVE to be. Out of over 75 vendors I work with in my business, Granite Comunications is the ONLY company not offering any sort of anything surrounding Covid-19. When you call, the customer service agents are flippant and will tell you their CFO is waiting out the Covid-19 crisis in Hawaii and can't come to the phone. We were even told by one young man that there is a $150 no-use fee. They are very unprofessional, not concerned with customer service and will even tell you they are getting a manager or supervisor on the line and then leave you on hold for so long.

Called 7/2 to disconnect my business internet and phone (which I'll elaborate in a moment) and was told that I was supposed to called a before the month began. Now that its the 2nd, it will *** for an entire month regardless of use. I asked if they could prorate it since its only the 2nd and stated that they could not! I have closed the doors at my business, yet I still have to pay for internet that I am not using only because I did not call in time. Then there is a disconnection fee, for both the internet and the phone. About a year ago I called to cancel the phone services only, I explained that I moved to another phone provider and will no longer need their phone services. Rep. claimed that there is no record of the this call and phones services have continued to *** all along, yet them not having the phones numbers that were ported out when I switched phone provider. Avoid Granite Telecommunications at all cost, I had no choice but to stay with them since the mall where I have my suite only allows Granite internet and phone. Beware of how they handle business and their customers. "

After formal written documentation was delivered to terminate an outdated contract, Granite cut the fire panel and elevator monitoring lines pre maturely resulting in (15) days of un monitored life safety lines on a 41,000 sq. ft. commercial office building in ***, . Granite was scheduled to cut the lines per the agreed termination date of April 29 but decided to cut them on March 29. Granite did not communicate this early cut off date to me or anyone with our property management company. A tenant became stuck in the elevator on April 8 and was lucky to have enough cell reception to reach out for help. Failure to communicate this is a violation of the *** and a major safety risk. Once I notified Granite of the situation, they admitted fault, but did not expedite any resources to resolve the situation. In the meantime, I had to secure 24hr fire watch to which Granite said "wasn't there problem" . My new favorite activity is spreading the word on how poorly run this company is at BOMA/BOMI events. It's unfortunate this company still continues to operate. *** should be embarrassed.

I signed up with Granite believing this would be a positive move for our company and help us save some money on our monthly internet and phone bills. We didn't have service issues with our previous providers but the savings offered were substantial enough for us to make the switch. After going through the negotiation process with our sales rep I have been passed along to 4 or 5 different people as part of implementation. Keep in mind, all we were doing was transferring over our phones and internet for two locations. It took about a month to get things switched over and we have had nothing but issues since, both with hidden fees, install issues and poor customer service. One of our locations was messed up and they only installed phones, so when we shut off our old *** service both the phones and internet went down (phones are VOiP) and we had to reconnect the old internet service and continue paying for it. When I called to ask why they hadn't installed the agreed upon internet the only answer I received was that someone had forgotten to enter the job order. They also tried charging us for the install, which was agreed as a "no charge" service when we came to an agreement with Granite. After several phone calls and having to halt one of our locations installs, they finally agreed to waive the fees as initially agreed upon. Today, I received my first invoice from Granite and was absolutely shocked. They did not remove the install fees as agreed upon and there were also several charges I was not expecting. I would not recommend moving forward with Granite. This has been the worst experience I have had with a vendor, period. You are better off going straight through a carrier and maintaining control of your phone numbers and networks.

I inherited this vendor when I purchased a franchise. I switched carriers (phone and internet) in June and in July I received an invoice from Granite. I emailed them letting them know i had switched carriers and that my new carrier should have informed them that I had switched, and to please send a final invoice effective June . They continued to bill me and every month I emailed them informing them i had switched, and to please send final invoice. After a month or two they stopping the billing for the phone lines but did not apply a credit, and continued to bill me for the internet service. I continued to email them every month requesting a final bill. In October they finally acknowledged my cancellation, I found out at this point that my new carrier had not been authorized to switch over the internet as well, only phone. They continued to bill me for several more months, claiming that stoppage of service sometimes took 30-45 days. They have been paid up to 07/03

We opened a small business in 2019. I can not stress strong enough about how difficult this company is to work with. Some of the issues we have experienced: 1) Install date and time continued to change and the charges increased. 2) Online billing - follow instruction and even had a representative try to set it up for us to no avail. 3) Were told we would receive invoices by email - they were never sent. 4) After 8 months of no invoices - received a stack of invoices with late charges. 5) Would not even consider taking ANY of the late charges off. 6) During Pandemic would not pause or let us lower the service received in order to lower the monthly payment. Would not even consider working with us to help a small business in this time of great need for so many. 7) During Pandemic, demanded payment and started to threaten disconnection. 8) Quoted speeds are sporadic and the average speed is lower than quote. 9) Customer service is non-existent. Constantly told "they are looking in to it" and then would not hear back.

I requested to close my service and account with Granite on January 24. After first trying to extort a disconnection fee valued of about a year of service fees based on a lie that we had a 3 year contract, they agreed to disconnect at a fair rate. However, they never processed the disconnection in their billing and have been sending me invoices for services not used since February. They claim that they only planned to disconnect my phone service when I requested cancellation and disconnect, and still want to charge for data because they did not fill in or file my disconnection letter correctly. They also want to charge me interest on false invoices. They also are saying I owe for an invoice from September which I paid in full and have since tried to clear up by providing the cleared check proof. This company is a scam. They force new clients through landlords, and try to lock them in on overpriced services with barriers to cancel. I have been trying to get out of my contract (which I have since realized was a lie) for 2 years. Finally I thought I had in January, but they are still charging... HELP!

Our initial request to terminate our three contracts was made on 08/25, which were believed to be 30 days before the contracts end date. There was a disagreement with Granite on the contract end dates. Multiple requests were made to obtain a document to support the end dates that Granite were claiming. When a document was eventually received it was for a completely different customer. As of Feb 2021, Granite has failed to terminate all three of our contracts. One contract was terminated in Nov 2020 but Granite failed to notify us that the other two were still active or provide an explanation of why they are still active. We only became aware of this when we received another invoice for services which we thought had been terminated. On 10/05, Granite were contacted to confirm that our organization has completed onboarding with a new carrier and would like to reinitialize the termination process for all three "locations". Granite has failed to complete this request and continues to invoice our organization monthly. Ideally, all contracts should have been terminated at the same time in Nov 2020. It is not clear whether they are in the process of terminating the final two contracts, or when, as communication from Granite has not been informative.

This company is the worst telecom provider I've ever dealt with, previously enduring subpar service for years. Granite neglects to provide contractually obligated services, affecting fire alarms and security systems in client buildings. Granite is the last mile provider for POTS services in a certain area. The main lines are managed by another company, and there's a significant issue needing that company's attention, which is understandable. Yet, Granite continues billing as if services are rendered. Our fire alarms and security systems are inoperative, and Granite refuses to remove the charges. Their management won't issue a refund or even a pro-rated amount, insisting on full payment. A few days or weeks of outage might be forgivable, but this has persisted for four months. We demand a resolution; the situation is utterly unacceptable. Their habitual delays in last mile repairs are bad enough, and now they're neglecting their duties (currently, I'm experiencing Granite's technicians failing to show up twice consecutively for a fax line repair at another location). It's astounding how Granite maintains business with such poor performance.

When solicited for business from Granite, we provided information that Granite requested so that they could properly review our past bills and existing charges. Granite committed to offering matched service pricing, which would have included our in-state long distance costs. We received a termination charge from our previous in-state long distance calling plan, which we reported to Granite. Granite issued a credit for the termination charge, but did not change the rate in their billing system to match our previous in-state long distance provider, as they had committed. We notified Granite of the billing disparity by email and phone, and they failed to identify the billing issue. In working with Granite over multiple billing cycles, we identified that the billing issue was due to the charge for in-state long distance. Granite corrected the billing issue with the third billing cycle, but did not effective date the correction to the date that it originated. We asked Granite to make the correction or agree to a negotiated amount, applying the previously issued credit towards the difference in the bills. Granite denied our request. We received multiple notices by phone on the potential disconnection of service. We paid the bills in full under protest to avoid service disconnection.

We own small business (hair salons in the area) and use Granite as internet/telephone provider. I contacted Granite immediately after having to shut down the salons and asked for the services to be discontinued and the agent suggested keeping services but they would do something about the bill so we dont have to worry about it while we are shut down. We were shout down for over 2 months and therefore after we opened I called Granite for adjusting the bill. It became a nightmare as they kept not honoring their commitments saying their system doesnt say it. How would I know what is in their system? Later I had an hour long conversation with their collection department and agreed to get one month waiver and waiver of all the late fees/extra charges. Then I paid the difference - however when applying the payment they applied for all the late fees and charges. Here you go again had to make another call and after multiple chasing exercise they said the difference in credit would apply on October 1st boll. Looked at October 1st bill - it didnt have the credit but additional late fees imposed. There was no internet for about a week in the month of September as well. This company is absolutely horribly managed, not customer focused, does not keep its commitments and looks for ways to charge extra, not providing discounts when others (such as ***, ***, ***) are waiving the fees completely for the closed months. They are a headache to deal with for extremely poor service. If we were not in a position to sell the business immediately we would switch the provider immediately.

On March 17th, my "non-essential" business was shut down due to COVID-19. I am a small business owner and entered into a contract with Granite under duress as they were the only provider of phone and internet services in a particular wing of the *** mall. The pricing is more than 4x the market average. I contacted Granite to pause service or offer some sort of relief during my store closure. On March 18th, *** responded :"We cannot suspend your service as you will still be charged the monthly reoccurring fees. Any late fees accrued we can credit. Please let me know if you have questions or need further clarification." I felt this to be a heartless response with no empathy at all given the international crisis. On April 10th, I reached out again to see if anything had changed. I received a response from *** stating: "Currently there is no relief that we are currently offering. Please see the attached. Hopefully this changes in the future." The letter attached was from the CFO *** which was also a very cold-hearted and unsympathetic letter offering only threats to collect financial obligations and failure to offer any sort of business partnership. I am so turned off by this company. My other store in *** where I pay $74.99 per month with *** for the same service, offered a pause in my service at a bargain of $2.00 per month until we were able to re-open. Definitely no two telecommunication companies are alike. I think the responses I received from Granite Telecommunications is despicable. The moment my contract expires, I intend to immediately terminate our relationship. I will also not do business with any centers that have any contractual business with you.

I signed a 3-year contract with Granite Telecommunications based on a consultant's advice. Granite's rates were significantly higher than the provider at my other stores, but they insisted on unifying services across all mall stores for improved quality. They attempted to switch services at my other locations and erroneously billed me for those attempts. I confronted them about the billing errors, and they promised to revert to the previous account. Their service quality was poor, with phone and internet issues disrupting my business. They offered to send a technician for a hefty fee, despite their installation errors. A tech-savvy client eventually resolved the issues. My store closed in February due to financial losses, and Granite's refusal to close my account without a large termination fee exacerbated the situation. I've been billed for non-existent services, and now, with a new credit card, they can't charge me. The latest bill for no usage included taxes and other charges totaling $268.93, which seems unjust given the lack of service provided.

Note to ComplaintsBoard.com I ordered service in Sept. Nothing happened. They in Oct said I had service. We went back and forth for several weeks until they realize they installed the WIFI into another store in another part of the mall. They then sent out a crew who spent five hours in my store trying to figure out how to run the cable to my store. They left with no service completed. This happened again and again over a 6-week period. Each group coming out with no instruction documented from the previous crew and would rework the same problems and scenario with an outcome the same. No service in my store. Finally, after weeks of this issue and no help from granite on communicating with their 3rd party vendors they final ran the line in and I received service the end of November . I was sent a bill notice with no access to my account or the bill. I've requested multiple times and they sent me a PDF. Originally I was to pay zero installation and a 1 year contract. They came back and said a week later now its 500 installation. Then again, a week or so later now its 1500. This was in September before the work supposedly started. I was not billed $1500 and $170 month for service. I was billed two months before service at 190 a month and another bill for $11,500 and another for $1,800. They breached my contract, have had no customer service, cost my store thousands in services I could not preform while they came back time after time with no prior info on the person before them. I've paid for what I promised and have discontinued my service with them as of today because they have grossly overbilled me, underperformed, breached their contract with me, have provided no solution to a remedy, and have been devastating to my business and clients that have been in the store. The entire process was the most unprofessional and gouging of prices from anyone I've ever experienced or heard of.

I signed a document for internet service with Granite that clearly stated 'This is not a contract, no contract has been signed' as I was informed by Granite's sales agent that signing was necessary for cable installation. I believed a formal contract would follow for negotiation, but Granite failed to send one. Now, they claim I'm bound to a contract with a termination fee. The initial agreement was for $120/month, yet I'm charged more. Our restaurant closed due to COVID-19, and despite attempts to settle or transfer services to another business, Granite is uncooperative. The document they provided lacks clear terms and conditions, and the website makes finding this information difficult. I feel misled by Granite's agent, who assured me the document was for cable work, not a contract. Despite claims of a personal guarantee, the document was signed under an LLC. Granite's website states they should provide a written contract within seven days of order acceptance, allowing cancellation without fees within 30 days if not provided. I received neither the contract nor the option to cancel.

We reached out to Granite in October asking for a proposal to provide telephone service to our elevator line as we wanted to lower the costs we were paying to a different telephone company at the time. We explained our situation, they said they could provide this service at a much lower cost, and they provided a bid for this service of $70.88 per month. We agreed and signed the contract. Directly after signing the contract, we began experiencing difficulties with customer service and communication with Granite. We could not get them to respond to our continued requests to start our service. After two weeks they told us that they were unable to transfer our line over to Granite because we had an open service request with the other phone company. We called the other phone company who confirmed that there was NO such open order. Upon communicating this to Granite, they finally transferred the line. Then, we receive our first bill in November from Granite for $594.83, this is 8 times the amount of our contracted price. We were told by *** that the billing would be revised and he confirmed that the contract price of $70.88 would be the price moving forward. Then, we received the second billing of over $400. We have been trying to communicate with them for 3 months asking them to honor our contract and correct the billing. We tried calling and were on hold for over 30 minutes only to be told that someone will get back to us, who never did. We emailed asking for them to call us directly but they never did. Sometimes, our emails would come back as undeliverable. When they did respond, they told us that someone was looking into it and they would get back to us. They told us only that for 3 months all the while we keep receiving very large bills at over $400 each month. We sent payment to Granite for our contracted price per month along with a copy of our contract and a letter explaining the discrepancy with the billing. We did not receive a response. We went to the ComplaintsBoard.com website and found that other customers had very similar complaints as ours. We communicated that to Granite and also told them that they need to honor our contract and revise the billing or we will be forced to file a complaint with the ComplaintsBoard.com. That garnered a response from Granite saying that their senior pricing management team was working on this. After a week, they told us that they can not honor the price they gave us for our elevator line because it is a direct line but that if we change to a dial-out line, they could give us the contracted price. We explained to them that Granite knew from the beginning that this was a direct elevator line and could not be dial-out because it is a life-safety issue. They did not respond. We feel that Granite has engaged in fraudulent business practices by saying that they can provide the service we need, signing a contract with us for a promised price per month, and then grossly overcharging for this service.