Hospitality Network Canada

Hospitality Network is the worst business I ever came in contact with. Benefits from a captive audience and could not care less about its customers once they have paid for their service. I paid to sign up my wife on December 31. The TV did not work so we were told the technician would be coming on the following Monday, 3 days later. Would you know it, we are now January 4 and the technician still has not showed up. Everyday I call and I am told service would be fixed by the next day. When I ask the nurses about the technician, they laugh and tell me that in all the years they work there, they have never seen a technician. In the highly unlikely event that anyone at Hospitality Network actually gets paid to monitor this page, please contact me to discuss fixing the service for my wife who is stuck in an hospital room with no Wi-Fi and no TV for several weeks.

Absolutely brutal! Wall mount Tv doesn’t work, requested service, no one showed up- called to complain they offered us a one day refund (for four days of no tv) I accepted it without being told that the smaller tv in which we had already paid another full day for, would be cut off. I get home, get a call from the hospital- telling me my elderly mother who has Alzheimer’s is asking over and over for her tv- which has been shut off even though I paid for another full day before leaving her. I get back on the phone with these people at Hospitality Network and argue with them for almost half an hour- they refuse to let me speak to a manager and ultimately I now have two charges for one day service both charged within 2 hours of each other. 35$ for 24hours of tv! So they’ve now stolen our money on top of not providing service and frustrating us. These people have a total monopoly and will not play fair when there’s a problem. Instead they will repeat the same thing over and over, not answering your question. I will be filing a complaint with VISA for overpayment and will be looking into how else I can spread the word of this disgrace of a company. People in hospitals are usually under enough distress with out having to be abused by an entertainment company to boot. The hospitals should look into giving patients a choice. Next time mom will have a laptop with movies downloaded to it. All she wanted was something to watch. One star is too much!

Twice I tried to activate a tv in my mother’s hospital room for a week.
First try on a Sundayb service did not work. They said a tech come Tuesday. No one showed up. I asked for a refund and they said they could not refund all the money. I had to pay for 1 day for nothing.
The tech showed up last Sunday. Was there nearly 2 hours. Told my mom the tv now worked. I went in today , paid for a week and the same story. The tv does NOT work.
Tech to be there Tuesday. Said I want my money back for the week of service I paid for.
They said I had to wait till the tech shows up.
This is horrible to deal with when you are already dealing with a ill loved one in the hospital.
Would give a minus 5 rating if I could.

We also had very poor service. T.V.’s out of date, very poor quality of picture!
And on top of that the representative does not come at stated time and DATE! Cancelled the service and told them to refund the money onto my account. That was on October 22, 2018. Again called a few days later to make sure it was done and they assured me it was! Called the credit card company Monday, November 5, 2018 and the charge was still on the account! How do you trust a company that operates like that?!

we had a very bad experience with this company, they charged us without service, the tv didn't work and they did not want to give back the money.

vous voulez plus de commentaires, je vais les faire en français, cette compagnie ne devrait pas exister, elle profite des gens âgés et démunis.

very bad company VOLEUR VOLEUR

Of course nobody showed up to fix the television service for my father-in-law as they had said would happen. Their excuse was they don't normally have technicians working on the weekend and if there was someone working they probably had too many tickets ahead of him to get to his. Was able to speak to a supervisor (what a waste of time) and was informed it wouldn't get looked at until Dec. 26 or 27. Of course no additional compensation was offered, only a refund or extension for days he didn't have service. This company needs to look at improving customer service and getting some Christmas spirit.

Not very pleased with the service from hospitality network. My father-in-law has been in the hospital for over a month and looks forward to having the television to help keep him occupied. Aside from the outrageous prices the service sucks. His television was cut off for an unknown reason even though it had a few more days before it was due to run out. When we contacted them to find out what was going on we were told he was no longer registered in that room and the room was empty so they were unable to turn the service back on. I checked with hospital staff and he was still registered in their system in that room so I don't know how hospitality network couldn't fix the situation. They tried to say there wouldn't be a technician available to fix it until after boxing day. After demanding to speak with a supervisor (which we never were able to speak with directly) they agreed to have someone come on Dec. 24 to look at it. Unfortunately, this did not help my father-in-law for watching Saturday night hockey in Canada which he really looks forward to. He will get to stare at four walls and blank television screen instead. They were not willing to offer anything as compensation other than extend the service for the period he will not have service. This is not what I call great customer service or Christmas spirit for someone needing to be in the hospital over Christmas.

No one answers the phone. How do they expect people to use the service if you are put on hold for 10 to 15 minutes! Very bad for hospital patients.

The Hospitality Network is a completely price gouging company. I rented their television service at over $15/day. The equipment was 3rd rate. Most of all, I couldn't get a hold of a warm body to answer some simple but important questions.

Of course these people are partners with their fellow blood sucking corporations, the hospitals, who themselves consistently rip off people at their parking lots.

I bought the service because I have difficulty passing time in hospital, which is yet another sad story. I am of ill health and on disability nowadays and such exorbitant pricing leaves myself in a very frustrating situation.

I HATE this system! I called to extend my husband's TV at RJH in Victoria, gave my credit card number and was assured it would be extended... The service was cut off at the exact time of my original order and did not continue for the extra day I had paid for... They insisted it was a "disruption" of service at the hospital and not their problem...how coincidental...? Following that, I was doing a couple of days at a time (as there are no refunds if pt discharged earlier!) so our time ended at 6 a.m on a Sunday morning... I called Saturday to extend the service but got the voice mail saying they were closed for July 1 and also not open on Sunday so... My husband now has to go 24 hours without a TV when this is the only thing he has as a bed patient in hospital! When I extended to Sunday morning, I really feel that the person I talked to should have told me they were closed Sat and Sunday... On the business card I was given when my husband was admitted there were no hours of operation listed and on their voice mail, there are not hours listed... I think this is a terrible service and these people have no idea how important a TV can be to a sick person lying in a hospital bed... This is all about business and with no compassion for a sick patient... Pat Scarrow, Victoria, BC

May 12, 2017
Subject: Hospitality Network Excessive Charges for a patient in Room F-11 at Juravinski Hospital, Hamilton, ON for T.V. rental March 29 and 30, 2017

Re. Company: Hospitality Network 1600 - 2002 Victoria Avenue; Regina, Saskatchewan S4P 0R7, Canada;

We have a complaint that our Master Card was unfairly charged for T.V. service of four (4)days, instead of two (2) days, at Juravinski Hospital Room F-11 in March, 2017; billed 04/18/2017, by Hospital Network of Regina, Sask.

This relates to a stay from Wednesday, March 29, 2017 to Saturday 12:28 p.m., April 1, 2017 as patient, in Room F-11 at Juravinski Cancer Clinic*, Hamilton, ON . Telephone service by Hospitality Network Canada was connected for 4 days as (905)-521-2100; rate $3.84/day incl. 13% HST. But the T.V. was connected only on March 29 and 30; then cut off and not restarted. An extremely high rate of $13.73/day, including 13% HST was charged for four (4) days, not two (2) days, of T. V. service. Total bill was $70.28, charged to MasterCard # [redacted]4606, invoiced 4/18/2017. It should have been no more than $42.82, preferably much less. In March, 2017, our Ontario home T.V. service from Eastlink Ca
cost us $2.25 per day, all-in, including HST. A rate of $13.73 is excessive, unfair and extreme. Our telephone costs us $1.02, incl. HST per day from BELL/BCE.

We demand a refund and in any case complain at the extremely high charges, at daily rates much above a reasonable level, for minimum T. V. and/or telephone service.

Complaint is from Ronald E. Baker; P.O. Box 128, Port Rowan, ON, N0E 1M0

* Juravinski Hospital and Cancer Centre Site Offices - Hamilton ...https://hamiltonhealth.ca/juravinski-site-office/ On-site Directions. Juravinski Cancer Centre Foundation Office — from Main Entrance (699 Concession Street, Hamilton) Cancer Center - Stage 4 Cancer Specialists‎. www.envita.com/cancer/center‎
▼(866) 830-4576‎

A general message that purchases are non-refundable is not supported by the interaction with the operator; should advise that daily order is required.I called to purchase time for my sister who is in hospital in Ontario (I live in Quebec). When I called, there was a very brief outgoing message while I was waiting to talk to an operator that the service purchase would be "non-refundable". When I spoke with the operator from whom I purchased the service, [redacted], I was talking to her about not being sure how much time to buy. At this point, she did not advise me that in order to protect myself from overpaying if my sister were to be discharged, I would need to buy the service daily or forego the entire amount of the week's service I was contemplating buying.When I called to ask for a refund, as my sister is being discharged a day later, I was told by [redacted] ([redacted]) that: (1) the message that the purchase is non-refundable is clear; (2) that there is no discretion to apply this, it is required; (3) that she would not ask for a refund if she heard a message that a purchase was not refundable, but that was "just her"; (4) that there was actually a committee to whom this matter could be referred; (5) that "she didn't want to argue" about my suggestion that an outgoing message should be augmented by some mention during the conversation with the operator that the only way to be sure not to overpay would be to buy the service for one day and extend it daily thereafter.Desired SettlementI called within the 24 hours of making the purchase and therefor should pay for 1 day, rather than 1 week of service.

Business Response We have contacted the consumer and based on the conversation uncovered additional details on the complaint. We have reached an agreement on the resolution.

Consumer Response This complaint was resolved to my satisfaction. The business refunded one half of the total amount for a seven day rental - this reflects my own decision to request a week's rental period while also meeting me halfway, since their representatives chatted with me about my choice of timeframe but neglected to point out that no refunds would be given and advising that the prudent thing to do in the circumstances might be to go day to day and extend until it became clearer how long the patient would be in hospital.

My fiance was admitted in [redacted] Hospital Mississauga for a brain surgery. We called to avail the TV renting service from Hospitality Network for a duration of 1 week. We were told on the phone that it costs $21 for the service. However, a week later, me and my fiance noticed that on his credit card bill, they have charged us for $69 for the same service. I called to clarify the billing and so I was directed to a manger named [redacted]. She told me that they are not going to honor the complaint as they didn't have that kind of promotion going on for us to have been told to pay only $21. I explained that there must have been some miscommunication and that the operator that we initially talked to gave us the wrong amount. I have made a decision to purchase the service based on the information that was given to me.

We weren't given a copy of receipt on the day that we got the service, and I have asked for phone recordings that would prove my claim but the company doesn't seem to have any system that tracks customer communications.

I made a request for my claim to be looked into by an even higher manager because [redacted] wasn't very helpful with us but again, it took almost a month before we heard from them. I called numerous times but there was not much cooperation from the company.

Product_Or_Service: TV rentingOrder_Number: R532620734Desired SettlementThe company should implement a tracking system that will be useful in resolving any customer communication complaints in the future.

We should be getting our money back.Business Response Regarding this case... I have left messages with the customer in order to follow up...I have yet to be contacted...

I think it's a shame what they charge patients per day for a TV. My mother recently spent 3 wks in hospital and my end bill was $284 for her TV. It's not like patients are in hospital by choice. I don't understand why they can't just charge a hook-up fee and then charge a minimal daily rate. It's one thing if you are only in for a few days, but in my mom's case, she ended up there for three weeks. With the no refund policy, I was renting it for a few days at a time and then just kept extending the service as her discharge date kept getting moved. I'm sure this cost more, but I had no idea when her discharge would be. Or at least offer a refund. People don't always know how long they may be in. What a lot of money they are making from people, who unfortunately don't have a choice to be there. I realize that TV is a option, but when you are bedridden and in hospital for a long stint, you need something to distract you. I think of all the TV's that are in the hospital in each room and just shake my head at what they charge people. And it's only basic cable, so not even great TV to watch. ","neg-3

Complaint

Thus company provided in hospital TV to patients. You must pay up front and then TV is remotely turned on. I paid for two days of service bit TV never worked. I signed up for service the evening of January 19th, and it did not work. I called them later that night hat it was not working and I said I did not want to pay for service until it works. They said they cannot do that but will refund portion not used. They said they would send out technician 11am on January 20th. I waited until one pm on January 20th and no one showed. Called them back and they said someone would be there before two pm as they leave by 2pm. I asked them to resubmit the ticket as maybe the technician had not seen it. I got no verbal response. I again said I did not want to be charged until service started and was again told about the refund policy. No one came. I called back at 3pm and was told technician was no longer here and nothing would be fixed until January 22nd. I told them I do not want my credit card charged as I never got service and I do not authorize them to bill it as I will dispute the charge.

Desired Settlement: A refund

Business Response Our investigation revealed that an error was made on our part in our ticketing system, which in turn resulted in us missing our service appointment commitment.We have taken steps in preventing this from happening again... We did compensate the customer for lack of service on January 21st. We have attempted to contact the customer to ensure satisfaction, but we have not been successful in contacting him live.

Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

This company preys on people trying to give comfort to people in Hospital. I purchased 4 days of TV service for a friend. The hospital moved him to an isolation room. The TV service is supposed to be able to follow. After an hour on hold I was told that there was nothing they could do and for me to give them a phone number for them to call back. I was at a public phone in the hospital and could not guarantee its availability. The service is non existent, they charge non refundable fees to credit cards and then do not provide service. They should not be allowed to rip people off.Product_Or_Service: TV rentalDesired SettlementReimburse payment.Business Response Due to technical issues TV service was interrupted at this hospital location during this period of time. Prior the receipt of this note the District Manager of the area had contacted the customer to discuss service levels as he lodged a complaint via our company website.

Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The lady promised a refund. I have not received a refund. Their excuse of advising me that the TV was free for the period of the interruption does not help me as I had no way to contact my friend in hospital when I was away for work. I work out of town and while I can get email on the road, I had no means to contact my friend to advise him the service was available.Final Business Response We had an opportunity to follow up with the customer, upon review there was an outstanding charge that was dealt with in a manner that was agreeable to both parties.

Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

company not returning my calls to settle my bill.I purchased tv service via credit care for a family member in [redacted] Hospital on Oct 30/15. Patient - [redacted]. I live 6 hrs away. I called the Regina location to inquire about the status of my bill todate as I was going to discontinue my service on Nov 24/15. The lady who answered told me that the lady who would handle my call was on another line. I asked to be put on hold. She refused my request but told me to call another # 1-866-223-3686. The lady at that # did not have any info on me and could not help me. She said she has to email a [redacted] representative and someone will get back to me. I left them 2 contact#'s. No one contacted me that day so I called that #again on Nov 25 and she said she will send them an email again. Been waiting since for someone to call me. Desired SettlementThey should be calling me to let me know the amount of my bill as of November 24/15 and that I should not be billed beyond that date when I first tried to call them. I decided to disconnect on that date.

Business Response In response to this complaint: The customer is correct in stating our time to contact her was longer than we normally take. During that time period we did experience heavier than normal call volumes. We have connected with the customer and explained the billing. We also apologized for the delay in responding. The customer is satisfied with our response.

My father is 90 yrs old and in hospital. He is unable to use the phone and relies on me to rent his tv while in hospital.
Hospital staff let me know his tv was not working. I called hospitality network to fix it, however they require me to be there to troubleshoot the problem over the phone before they will send someone to look at it.
It is impossible for me to be there and I am sure that hospital staff do not have time to wait on hold for 20 minutes and troubleshoot his tv!
Hospitality network charges huge fees for patient tv's over $12 per day.
The least they can do for that price is send a service person to help a 90 year old ailing person.","neg-1

The service, at a cost of $11.00 per day, is consistently failing on a daily basis. The picture quality is either very blurry, pixelated or blank.My mother is an 84 year old with mobility issues and required an extended stay. Even though there's a remote control built into every bed for some reason it's not connected to the TV. To change channels, adjust volume or power it off you need to "touch" the TV, which for a senior undergoing rehab is not an easy task. A simple remote she could keep by her bedside, in the 21st century, should be provided. There is no onscreen TV guide so no method to determine what is on and which channel. To change channels you need to swipe up and down and press the station ID you wish, more complicated than need be. They use PC monitors, not TVs to deliver the picture and PC monitors lack the backlighting to deliver a reasonable image and, as a result, the picture is dim, washed out or blurry. Aside from the poor hardware provided in each room the software to provide the signal is even worse, each and every day there are a number of channels that don't work.

Desired Settlement
Since they've been unable to successfully deliver all the channels promise from the 1st day I subscribed I want all of my money refunded.

Business Response The issues have been investigated and we have contacted the customer.An action plan has been put into place. This customer has accepted our plan and offer

Signed up for the TV service setup on April 27th at the [redacted] Hospital
System did not work (nothing but blue screen)
Several calls to 1-866-223-3686 with numerous promises to resolve and have on-site personel go to the room.
3 days later TV has yet to work, no on-site personel have been to the room
Credit Card has been charged Charged","neg-4