Arvig review: Arvig cannot provide the industry standard level of service to their customers

This is a review of Arvig Multiwave fiber internet. TLDR: This is a primarily B2B Company. They are not equipped to handle business to consumer transactions as they cannot provide the industry standard level of service to their customers. They also labor under the delusion that their customers work for them and not the other way around.

Arvig provides fiber internet to apartment complexes. I gave them a shot when the Comcast service was ridiculously bad. The internet service IS amazing. The trouble came in when it was time for me to move. I really wanted to stay with Arvig, but they only provide service to apartments. So, I was forced to switch providers when I purchased my home. When I cancelled my service, I saw that they do not refund for the time you didn't use. Since there was no reason for me to terminate service early, I just let it run while I moved. When I cancelled, I received an email with a return label. Which I left, unread, in my inbox for when I was done moving. Once I was settled, got my printer hooked up, and found the router I went to find the label in my email. Like so many other things in my Yahoo box these days, it was just GONE. It happened three times with my Costco rebate, which I was able to redownload from the Costco site. So I figured, no problem I will just download and print from their site. But it wasn't there so I contacted support and they tried to resend the email. But they couldn't find it either. So, they assured me that they would ask a supervisor to email it on Monday and that I wouldn't be charged. Because this company only gives you 15 days to return your router or they charge you a NON-REFUNDABLE $100 fee. I didn't receive any response on Monday and a $100 charge hit my card on Tuesday morning. When I reached out to the company, I was CHASTISIZED, like I was a child, for not returning the box sooner and told that they would not, in fact, be returning the money I was told I wouldn't be charged. Additionally, they needed a SUPERVISOR to re - email the return label. I requested another on Saturday and that label didn't come until Wednesday afternoon and nothing was said about the money I was charged. That label filled a letter sized page. Needless to say, I have no incentive to return their equipment. So I'm definitely not going out of my way to return the router gathering dust in my home. I am a data analyst and have done a bit of web development in my day. It is NOT difficult to either link to the shipping companies platform or drop a PDF into a file shared on a website. It's also not hard to format that label so it doesn't take up an entire page. For a tech company, this is embarrassingly bad form. Please do not allow Arvig to install their systems into your new builds. They aren't customer centric, and they don't have the infrastructure to deal with your renters.