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Hotwire Communications, Ltd.

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Reviews Hotwire Communications, Ltd.

Hotwire Communications, Ltd. Reviews (451)

March 9, 2015
Roman","serif";
mso-fareast-font-family:"Times New Roman"">
Ref:
[redacted]
Dear Ms. [redacted],
We
appreciate Ms. [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that she has experienced. 
 
Ms. [redacted] will be issued a refund
for 1 month of Internet service 10Mbps $52.99  Internet equipment $4.95 totaling $57.94 . 
Again,
we apologize to Ms. [redacted] for any inconvenience these issues may have caused.
We are open to our customers’ concerns and suggestions; and we will continue to
actively respond to those concerns and suggestions in our quest to grow and
improve our company. 
Please
do not hesitate to contact me if you require any additional
information. Thank you.
Best Regards,
Renee W[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

Ref: [redacted]
[redacted]

class="MsoNormal">
Dear [redacted],
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
We have recently performed a
service call at the home of **. [redacted] to service his internet connection.
During this visit we replaced internet equipment and checked all connections to
ensure delivery of service. I will continue to monitor the account of **.
[redacted] to assist with any continued or new service issues.  The concerns of **. [redacted] have been
brought to the attention of our upper management team for review and training
purposes. As a courtesy to **. [redacted] we have provided him with a monetary
credit adjustment on his account.
Again, we apologize to **.
[redacted] for any inconvenience the internet issue may have caused. We are open
to our customers’ concerns and suggestions; and we will continue to actively
respond to those concerns and suggestions in our quest to grow and improve our
company. 
Please do not hesitate to contact
me if you require any additional information. Thank you.
Very Truly Yours,
Erica M[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

I asked them to cancel my service, they stated they did. I got a bill in the mail 6 months later stating I owed $110+ because they never turned off the DVD service(that I cancelled). Then they told me they could not refund the charges. I've called probably 10x with the worst customer service. This company is the worst cable/internet provider out there. Please stay away from them, they are crooks.

January 20, 2016
ID: 
href="/ODRWeb/Business/ComplaintOverview.aspx?ComplaintID=11085587">[redacted... /> Dear
[redacted], 
We
appreciate [redacted]’s comments and concerns and we sincerely apologize for
any inconvenience that he has experienced.  We have identified the root cause
of the speed issues that impacts the service mainly during the evening hours.
Hotwire is currently upgrading the internet system and we are implementing a
fiber to the unit solution. This will be a dramatic upgrade to the current
cable modem system currently in place.
We anticipate
installing residents in February with the new service. Please bear in mind this
timeline is still tentative and additional details will be communicated through
Hotwire and also through the property management team. Please be advised for
the inconveniences you have experienced I am waiving your total balance due of
$76.58. Please do not remit payment this month. In addition, I am issuing 50%
your internet subscription for the next 2 months. Unfortunately, this doesn’t
rectify the issues you’re having, but I hope you find this acceptable.
 Again, we apologize to [redacted]
for any inconvenience that he may have experienced. We are open to our
customers concerns and suggestions; and we will continue to actively respond to
those concerns and suggestions in our quest to grow and improve our company. 
 Please do not hesitate to
contact me if you require any additional information. 
Best Regards, 
Renee W[redacted]
Senior Executive Call Center Agent
Hotwire Communications, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There was no billing mistake. The 800+$ that was charged to my account was because Hot Wire turned my cable off because of a phone bill that was in collections for some years. I was told they would not turn my cable back on even though its paid through my home owners and I am up to date until I pay that phone bill. I also have the option to turn in the cable boxes. They record the conversations so all they have to do is listen to it. I called Tuesday 9-9-14 around 5:30/6:00pm. I paid the pass due balance only because I am not going to pay my homeowners dues and not receiver my service. I am now looking at taking legal action against Hotwire Communication. I do not know if I have a case but I am checking into it. 
Regards,
[redacted]

September 10, 2015 
Ref: [redacted]
class="MsoNormal">Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that [redacted] has experienced. 
[redacted] received a 90 day credit ($126.10) for service.  This credit was applied to his March 2015
Invoice (please see attachment).  I spoke
with [redacted] on August the 18, 2015 and verified the credit with him when he
called into customer service stating that he did not receive the 90 day
credit.  At that point it was discovered
that the credit issued to [redacted] was $1. 87 less than it should have been
and that credit ($1.87) shows on the September 2015 Invoice (please see
attached)
[redacted] has not called in a repair issue to Hotwire Communications since January
16, 2015 ([redacted]).
[redacted] is not entitled to any other credits from Hotwire Communications.
Again,
we apologize to [redacted] for any inconvenience. We are open to our customers’
concerns and suggestions; and we will continue to actively respond to those
concerns and suggestions in our quest to grow and improve our company. 
Please
do not hesitate to contact me if you require any additional
information. Thank you.
Best Regards,
Renee W[redacted]
Senior Executive Call Center
Agent
Hotwire Communications, LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Hotwire installed services at our home on September 26.
Regards,
[redacted]

Ref: [redacted]
In pursuant to the
terms of the refund, I have issued 1 month credit for internet service and have
also credited any late fees incurred from [redacted]’s account. The reason we
issued a refund for $144.27 opposed to $188.21 is because [redacted]’s monthly
internet service billed and the monthly charge was deducted from the credit
balance refund. Unfortunately, this information was not properly disclosed to
[redacted] before her refund was processed and as a courtesy to her we are
providing 1 month free internet service. I have personally spoken with [redacted] and she has confirmed with me that the funds have fully refunded back
to her account.
Again, we sincerely apology to [redacted] for
the inconveniences she has experienced regarding this billing matter. Please
feel free to contact me if you have any further questions or concerns. [redacted], we thank you for your continued patience and for your continued
business as a valued Hotwire Communications customer. I hope you find this
satisfactory and please do not hesitate contacting me should you need anything
else.
Best Regards,
Erica

[redacted]

face="Verdana"> 
Dear **. [redacted],
 
We appreciate **. [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
 
I recently had the pleasure of
speaking directly with **. [redacted] regarding his concerns with the internet
service in his community. I am pleased to announce we are currently in the
process of upgrading our equipment in his community which will improve the
quality of the internet service. This change will take place over the next few
months and **. [redacted] will be informed once the upgrades are completed.
Unfortunately, **. [redacted] has decided to terminate his services with Hotwire
Communications until the projected upgrades are completed. As a courtesy we
have waived the final billing from for **. [redacted].
 
Again, we apologize to **.
[redacted] for any inconvenience the internet speed issue may have caused. We are
open to our customers concerns and suggestions; and we will continue to
actively respond to those concerns and suggestions in our quest to grow and
improve our company. 
 
Please do not hesitate to contact
me if you require any additional information.  Thank you.
 
 
Very Truly Yours,
 
 
[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Good morning [redacted],
 
Here is an update for [redacted]:
 
2-3-15 Splicing completed to outside wiring.
2-4-15 Fiber swap
2-5-15 Mike J[redacted] spoke with [redacted] and went over the recent changes and explained how the changes that were made should alleviate his problems.
 
Please contact me directly if any additional information is required.
 
Best Regards,
 
Renee W[redacted]|Senior Executive Call Center Agent
[redacted]@hotwirecommunication.com
 
P:
###-###-####
F:
###-###-####

Good afternoon [redacted],
Thank you for taking my call yesterday. Your always so helpful.
Regarding complaint ID [redacted], please allow me to confirm Hotwire Communications will issue another refund to [redacted]’s. This refund will be issued via check in the amount of $102.09. I have spoken with [redacted]s confirming and confirmed we are processing another refund check in the amount of $102.09 and the time frame to receive a refund check is 4-8 weeks. Attached is my email correspondence between myself and [redacted]s for your reference.
Side Note:
Hotwire issued a credit card refund on 3-5-14 for $102.09. It was confirmed by our billing department and banking vendor research department that the refund processed successfully with no errors or rejections. Unfortunately, [redacted]s’s dispute is that she does not have or ever had the credit card we issued the refund to. To resolve this complaint we have agreed to refund her again via check. I hope the Revdex.com and [redacted]s finds this satisfactory in our pursuit to resolve this complaint. Please let me know if you need anything else regarding this matter.
Best Regards,
Erica

ID: [redacted]
Roman","serif";mso-fareast-font-family:
"Times New Roman"">
[redacted]
Dear [redacted],
We appreciate [redacted]’s
comments and concerns and we sincerely apologize for any inconvenience that he
has experienced. 
Recently we experienced technical difficulties beyond our control
with the line that provided cable service to [redacted]’s residence. Our
engineering team has been working to rectify the issues reported by [redacted].  The line had water in it and
needed to be replaced and spliced.
I have received confirmation that the tenant cable service issues
have been resolved as of  Friday,
November 21, 2014. We will also be issuing [redacted] a check for $64 which is
equal to four(4) hours of his pay, for time he took off of work to have this
issue addressed.
Again, we apologize to [redacted] for any inconvenience the cable
issues may have caused. We are open to our customers concerns and suggestions;
and we will continue to actively respond to those concerns and suggestions in
our quest to grow and improve our company. 
Please do not hesitate to contact me if you require any additional
information.  Thank you.
 
Best Regards, 
Renee W[redacted] | Senior Executive Call
Center Agent

P:


###-###-####


C


###-###-####




F:


###-###-####


1 Belmont Plaza
Suite 1100
Bala Cynwyd Pa 19004


CORPORATE SITE: www.hotwirecommunications.comCUSTOMER SITE: www.gethotwired.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Our company is still owed a credit for the months we paid that we did not receive service. Hotwire has still not reached out to us an has not provided any kind of contact information where we can discuss the matter.
Regards,
[redacted]

size="2">Ref: [redacted]
Dear [redacted],
We appreciate [redacted]’s comments and
concerns and sincerely apologize for any inconvenience that he has experienced. 
I have personally spoken with [redacted] and confirm he is
currently scheduled for a service call on October 11th, 2014. Hotwire
Communications still services the community where [redacted] resides with Saturday
appointments. Unfortunately, due to system trouble at the time [redacted]
contacted customer service we were not able to secure a Saturday appointment as
requested during the phone call. After reviewing the recorded call it was
determined that the proper procedure of escalation to our dispatch team was not
followed by the customer service representative. Hotwire Communications
acknowledges this gross error and has taken the appropriate actions to prevent
such misinformation in the future.
In regards to fees for service calls, if the problem is caused by Hotwire equipment or
wiring our technicians will resolve the issue at no charge. However, if it is
determined that the issue is caused by customer owned equipment or wiring
inside the customer’s home, the service call may result in a $54.95 fee.
Again, we apologize to [redacted] for any
inconvenience the scheduling issue may have caused. We are open to our customers’
concerns and suggestions; and we will continue to actively respond to those
concerns and suggestions in our quest to grow and improve our company. 
Please do not hesitate to contact me if you
require any additional information. Thank you.
Very Truly Yours,
Erica M[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The credit I requested was returned to my credit card on September 30, 2014 and I was personally contacted by Ms. Erica M[redacted] with an apology. Given the speed with which this was resolved after I contacted the Revdex.com, it is clear to me that your involvement was essential to resolving a matter that had lingered for over a month. I thank the Revdex.com for its assistance.
Regards,
[redacted]

Ref: [redacted]
 
Dear [redacted],
 
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
 
At
the present time Hotwire Communications only offers two types of data speeds at
the community where **. [redacted] resides. I have personally spoken with **. [redacted]
by phone and as a courtesy we are providing him with complimentary internet
service for his inconveniences over the next few bill cycles. We are still in
the process of upgrading services for the community and unfortunately I do not
have a specific timeline when this will be completed. **. [redacted] has been
informed he can contact me directly if he has any continued service issues or
any concerns.
 
Again,
we apologize to **. [redacted] for any inconvenience the bandwidth issue may have
caused. We are open to our customers concerns and suggestions; and we will
continue to actively respond to those concerns and suggestions in our quest to
grow and improve our company. 
 
Please
do not hesitate to contact me if you require any additional information. Thank
you.
 
 
Very Truly Yours,
 
 
Erica M[redacted]
Executive Senior Call
Center Agent
Hotwire
Communications, LLC

Ref: [redacted]
 
Dear **. [redacted],
 
We appreciate **. [redacted]’s comments and
concerns and sincerely apologize for any inconvenience that she has
experienced. 
 
Recently I had the pleasure of speaking with **.
[redacted] regarding her billing concerns. In reviewing the account the delayed
billed resulted from an error on our behalf when the installation order was not
closed in a timely fashion. Unfortunately, this caused **. [redacted] to be billed
for several months of service at once. As a courtesy to **. [redacted] and because
this was no fault of her own we have credited her account balance accordingly.
 
Again, we apologize to **. [redacted] for any
inconvenience the billing issue may have caused. We are open to our customers
concerns and suggestions; and we will continue to actively respond to those
concerns and suggestions in our quest to grow and improve our company. 
 
Please do not hesitate to contact me if you
require any additional information. Thank you.
 
 
Very Truly Yours,
 
 
[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

June 25, 2015ID: 
245);">[redacted]
[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
The charge for the
Unreturned Equipment $250.00 has been removed from [redacted]’s account
(cr [redacted]). 
As a courtesy I have
applied a credit for $70.93 which covers the remaining balance of his final
bill.
 Again, we
apologize to [redacted] for any inconvenience that he may have experienced. We
are open to our customers concerns and suggestions; and we will continue to
actively respond to those concerns and suggestions in our quest to grow and
improve our company. 
 Please do not
hesitate to contact me if you require any additional information.  Thank
you.
Best
Regards,
Renee W[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

August 25, 2015
Roman","serif";
mso-fareast-font-family:"Times New Roman""> 
Ref:
[redacted]   [redacted]
 
Dear Ms. [redacted],
 
We appreciate Mr. [redacted]’ comments and concerns and
sincerely apologize for any inconvenience that Mr. [redacted] has
experienced. 
 
Mr. [redacted] called Hotwire Communications on July 19, 2014
and reported that his internet service was not working. A repair ticket was
issued TT#[redacted]. The repair ticket was scheduled for July 24, 2015 between
9:00am/11:00am.  The technician arrived
at 10:29am and the customer was not home.
 
Mr. [redacted] called into customer service on September 2,
2014 to dispute a Missed Appointment Fee ($50.00) which was a onetime charge on
his August 2014 invoice.  A credit was
issued for the Missed Appointment Fee (-$50.00).  This credit showed on Mr. [redacted]’ September
invoice.  Please see the August and September
invoices attached.
 
On September 2, 2014 Mr. [redacted] also requested to add Cable
and Phone service to his account ([redacted]). 
The customer service representative advised him that there is a package
available that included Cable, Internet, and Phone:
 
SAVINGS Pack 2


$119.99/mo


Includes America’s Top 200 Package
plus one (1) HD Box, 10M High Speed Internet and Phone Service.


Mr. [redacted] agreed to the package pricing and Service Order [redacted]
was issued.  The additional services were
added on September 10, 2014.
 
Mr. [redacted]’ service was disconnected on December 1 2014.
 
Mr. [redacted] is being billed for services rendered and an
Unreturned Equipment charge.
 
Going forward Mr. [redacted] will need to contact CBHV
###-###-#### a third party collection agency for any disputes or payments.
 
 
Again, we apologize to Mr. [redacted] for any inconvenience
these issues may have caused. We are open to our customers’ concerns and
suggestions; and we will continue to actively respond to those concerns and
suggestions in our quest to grow and improve our company. 
 
Please do not hesitate to contact me if you require any
additional information. Thank you.
 
 
Best Regards,
 
Renee W[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

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Description: Cable TV, Internet & Telephone Installation Service, Security Control Equipment & System Monitors, Telephone & Television Cable Contractors, Digital Media

Address: PO Box 1187, Bala Cynwyd, Pennsylvania, United States, 19004-5187

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