Hospitality Network Canada

Company refuses to honour their agreement with us. Also not providing service which we just paid for.We purchased tv services while in hospital via our [redacted] card. We asked about being able to receive a discount because of being in hospital for a long time. [redacted] is the patient in [redacted] hospital in [redacted], Ontario. Hospitality Network promised that after we had paid for 16 days of service we would receive 13 days free. We paid for one week and then called back to authorize a second week. Today the services expired. I, [redacted], called back to authorize payment for two more days and asked to have the 13 free days kick in after that. They told me they changed their billing system and I have to pay $255 up front for another month if I want my husband to get TV. They refuse to honour their previous policy and refuse to let me pay the difference between what I already paid and their new '30 day policy.' I spoke to the supervisor, [redacted], today. This evening I paid for another day of service for my poor husband only to find the tv isn't working. Hospitality Network tells me, ' there are no technicians available today. The money you paid is non-refundable. When a technician does get around to fixing the tv we can call back to be credited our day of tv back!

Desired Settlement
My original agreement needs to be honored and the tv repaired asap
Business Response In early July there was a change in the price structure for bed site entertainment at this hospital location. Customers that were in the facility prior to the change in price were to be "grandfathered" based on the original price structure. Once the complainants situation was brought to the supervisor, we honoured the original price structure. This was completed on July 3rd, a representative has contacted the complainant and all is satisfactory.

Tv service activated 24 hours later than expected and company charged me the full amount on my credit card.I am presently hospitalized in [redacted]. On Saturday afternoon, I called H.N. to activate the tv in my room and gave them my credit card #. I was suppose to get 3 days of service to be activated in the beginning of the evening. I was told that someone will call me or come to my room in order to activate the service.. Nobody came. At that time, I was in the.

The next morning, I called them back stating that nobody came to activate and that I was now moved into room [redacted] and that I want to have my 3 days of service asap. By the end of the morning (Sunday), a courteous asian lady came to my room and told me that she was sorry that the service could not be activated the day before and that the tv will be working in about 30 minutes for a period of 3 days. On Tuesday afternoon at around 4pm, the tv was not working anymore. I then called back H.N. and told them what was going on and the customer service representative was very rude and arrogant with me. He argued with me stating that the service was activated on Saturday. I told him that I wanted to talk to his supervisor and he told me that he was not available. I then told him to have the asian lady to come to my room again and that she will confirm that the service was activated on Sundau and not on Saturday. He then replied to me that the lady will not come because my service was expired and that I needed to re-activate to talk to her.

Desired Settlement
Reimbursement for 1 day of service that I never received

Business Response Our investigation into this situation has concluded and we have made the appropriate changes in our process. We have contacted the customer shared the information and have reached an agreement on compensation.

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

My sister is in Vancouver General Hospital and is 83 years of age, completely immobile due to a fall (broken elbow & fracture in the lower lumbar region). A friend made the connection on-line on her behalf. She couldn't access the TV and after days with no TV a representative appeared and told us nobody comes to explain how to access the TV unless you pay cash or debit. I contacted the company and they refuse to credit her account or extend the service. She will be in hospital for a long time and with no mobility, TV would be a helpful distraction. She is on a fixed income and the cost is outrageous. The treatment I received lacked civility and sensitivity. ","neg-2

The product (TV) does not work. we were told a technician would be sent two days later. no one showed.We put in a ticket for a technician to fix a hospital tv for a patient. We were told a repair person would come with in two days. no one came. we were then told it could be several more days but it was beyond the companies control since it is sub-contracted out.

We pay them for the service and the subcontractors represent them. Desired Settlement: immediate repair

Business Response Situation has been investigated, determined the root cause was out of date reference material. Info has been updated. Customer has been compensated for out of service situation.

Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They did fix the tv and we did get the credit for a few more days, but that was not the issue.

The their response that the "root cause was out of date referenced material..." no idea what that means but the tv was working one moment then stopped working...so what suddenly became "out of date".