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Hotwire Communications, Ltd.

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Reviews Hotwire Communications, Ltd.

Hotwire Communications, Ltd. Reviews (451)

Complaint: [redacted]
I am rejecting this response because:
As of today (5/29/14) the two issues that Hotwire had promised to resolve have not been completed.  Though Hotwire appears to be making a good faith effort to resolve, I did not want Revdex.com to close the complaint until these two items have been completely resolved.
1) Remove $275.00 charge from my account: When I sign onto my account today, it still shows a past due balance (photo attached).
2) Refund my account $15.10: Per [redacted]s 5/16 email, I was to receive the refund to my credit card (which I confirmed the CC# with her) within 5-7 business days of 5/16 (5/23-5/28).  I emailed her on 5/22 to confirm that this was the case, she stated that the refund was instead processed on 5/20 and I would receive within 5-7 business days (5/28-5/30).  As of today I still haven't received the refund, and I don't want to close out the complaint until this has been corrected.
Regards,
[redacted]

This is absolutely the worst internet provider you can imagine. Seriously. They only offer a top speed of 15mbps and when you agree to purchase it at $62 you never get above 3mbps. When you call for a technician it's scheduled for two weeks later and the day before your scheduled appointment they call to inform you that it needs to be rescheduled. I've had Comcast, ATT and Verizon and I have never experienced anything like this in my life. Hotwire deals with developers to seek contracts where they are the only company that can provide certain services for so many years. Both Hotwire and the developer make big money while the consumer suffers. Upon contacting customer service you get one excuse after another, "We're experiencing technical difficulties." "We are going through an upgrade." "It must be you pc." I'm in the Heron Isles development in Yulee, Florida and I am seriously considering a class action lawsuit against these criminals.

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.  I would like to know for you, the error was not due to scheduling, it was due to Hotwire Communications LTD failing to pay the contractor for past installations. Regards, [redacted]

February 29, 2016
ID: [redacted] 
Dear
[redacted], 
We
appreciate [redacted]’s comments and concerns and we sincerely apologize for
any inconvenience that he has experienced.  
Mr. Max K[redacted] the Executive Vice
President of Hotwire Communions has been meeting with [redacted] and the HOA
for [redacted] for a possible contract renewal which would make it
possible to do an infrastructure upgrade.
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

Ref: [redacted]
 
Dear **. [redacted],...


 
We appreciate **. [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced. 
 
Installation of services was
completed on June 25th, 2014. Unfortunately, **. [redacted] was not
properly notified of any schedule changes and therefore her original appointment
was rescheduled for June 25th. We take full responsibility for the
gross lack of communications **. [redacted] encountered and as a courtesy to her all
installation fees have been waived. Because we truly value **. [redacted]’s business we
are also providing her with 3 complimentary months free of her cable
subscription.
 
Again, we apologize to **. [redacted] for
any inconvenience the scheduling 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.
 
 
Very Truly Yours,
 
 
[redacted]
Executive Senior Call Center Agent
Hotwire Communications, LLC

Ref: [redacted]...

[redacted]
Dear [redacted],
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
I have contacted [redacted]’s by
phone leaving a voice message and email. Currently I am waiting to hear back
from [redacted]’s to address his concerns. After I speak with [redacted]’s I
will updated the Revdex.com regarding our plan of action to remedy the issues reported
by [redacted].
Again, we apologize to [redacted] for any inconvenience the customer service 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

[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: What is said is not true  Hotwire (Max) stated I would never have to pay for the infrastructure.  I was told by hotwire I could get anyone  I wanted, when I tried I was told by century link that hotwire has restricted  them from coming in our community.  This has been going on for 6 years!  My wiring was not put into my smart house correctly and [redacted] knew it but went bankrupt before they could do anything. We had a bulk rate with [redacted] for our cable and once hotwire took over and reneged on the promises given to this neighborhood when I moved in.  Hotwire is taking advantage of the military community.   The only reason I have cable is because I have satellite [redacted] nor hotwire could give me cable. If you have read all the emails there is a contract where the HOA sat down with hotwire and made the decision that as long as I live in my house I will not have to pay for the infrastructure.  
 
Regards,
[redacted]

On Tue, Jun 3, 2014 at 2:13 PM, [redacted] <[redacted]> wrote:
Good afternoon [redacted],
 
When a refund is due for over payment we can only refund back to the original credit card used for that payment. As I mentioned to **. [redacted] if he advised me during our phone conversation the credit card was no longer valid or the account was closed, then I would have requested a check to be sent to him directly, allowing 4-8 weeks for processing. Our billing department is only permitted to refund back to the original card last used. If a customer specifies to send a check due to the account being closed out we would honor this request.
 
Unfortunately, **. [redacted] did not advise me of this information during our phone conversation and his refund went back onto the last credit card he paid with. Attached is email correspondence between **. [redacted] and I for your reference. This was not an error on the behalf of Hotwire Communications and the proper refund policy/procedure was followed by our billing department. If you need anything else regarding this matter please let me know.
 
Thank you,
 
[redacted]
 
[redacted]
2:36 PM (5 minutes ago)
to me 
Thanks for the update.
 
We are willing to cut him a check in the amount of $15.10. He will need to wait 4-8weeks to receive. I will do my best to expedite this.
 
FYI….Now he is receiving a double refund from us, but to resolve this matter we are willing to send a check.
 
 
Thanks,
 
[redacted]

Roman">
Ref: [redacted]
 
Dear [redacted]
 
We appreciate [redacted] comments
and concerns and sincerely apologize for any inconvenience that she has
experienced. 
 
We have reached an agreement to
refund [redacted] for payment remitted due to an incomplete installation
of cable service.
 
Again, we apologize to [redacted] for any inconvenience the equipment 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

November 22, 2016
 
Roman" size="3"> REF # [redacted].
 
[redacted]
 
 
Dear Ms. [redacted],
 
We appreciate Mr. [redacted]'s feedback and concerns about our services and sincerely apologize to him for the inconvenience that he has experienced.
 
Mr. [redacted]'s problem with his service issues was corrected on October 25, 2016 with a technician’s visit to his home.  We have added a credit for the time his service wasn’t working.
 
Again we apologize to Mr. [redacted] for any inconvenience he has experienced. We are open to our customer’s concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
 
 
 
 
Best regards ,
Carolyn C[redacted], Customer Service Representative
Hotwire Communications , LLC
 
 
Tell us why here...

In regards to this matter, we sincerely apology for the
inconveniences **. [redacted] has experienced with this billing matter. As **.
[redacted] mentioned, digital cable service is included through the HOA, but the
cable equipment and phone service is not included through the HOA. Phone service
was discontinued for nonpayment in 2013 due to outstanding charges. During this
time **. [redacted] still had active cable service and equipment with Hotwire.
Unfortunately, due to the length of time with no payments
received for the outstanding account balance our collections department
suspended the cable service for nonpayment. As previously mentioned, we have
credited all unreturned equipment charges from the account and have also
received full payment from **. [redacted] to restore her cable services. For the
inconveniences **. [redacted] has experienced and as a courtesy for her continued
business, I am waiving all nonpayment reconnection fees from her account and am
providing 1 complimentary month free for her cable equipment.
 
**. [redacted], please accept our sincere apologizes regarding
this billing matter. I hope you find the above mentioned credits satisfactory.
Please feel free to contact me at ###-###-#### if you have any further
questions or concerns regarding this matter.
 
Best Regards,
Erica

May 4, 2016 Ref: [redacted]   Dear Ms. [redacted],   We appreciate Mr. [redacted]’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.   Mr. [redacted] spoke with a senior level supervisor today in reference to his credit dispute. Due to the various service issues the customer had over the six month period we issued him a 90 day service credit which he agreed was satisfactory.   Again, we apologize to Mr. [redacted] for any inconvenience.  We are open to our customers' concerns and suggestions.  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

I was so relieved when I moved into my new building and realized that I would not have to deal with Comcast anymore, because my new building had Dish Network throughout run by Hotwire Communications. Hotwire Communications is one of the most difficult to work with companies I have ever encountered. Trying to go around Hotwire and deal directly with Dish Network has been no better. Neither company's customer service representatives seem to have a good understanding of the technical capabilities of the receivers and remotes that customers use to access their services. I would advise anyone who has a choice not to use Hotwire Communications or Dish Network. The technology is substandard, and the customer service is worse.

February 4, 2016
ID: 
245);">[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 a credit has been applied to your
account by your Account Manager Erica M[redacted]. 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

Ref: [redacted]
face="Garamond">
[redacted]
 
Dear [redacted],
 
We appreciate **. [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that he has
experienced. 
 
Recently I had the pleasure of speaking
with **. [redacted] regarding his issues and concerns. We are scheduled to return
to the home of **. [redacted] on May 5, 2014 to install a HD/DVR receiver. As a
courtesy for the inconveniences that **. [redacted] has endured we are providing
him with complimentary cable service as requested and a monetary credit adjustment
on his account. **. [redacted] has been informed that I will be in contact with him
after his equipment is delivered to ensure he does not have any new or
continued issues.
 
Again, we apologize to **. [redacted]
for any inconvenience the appointment and equipment 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]
 
 
[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]

March 26, 2015
Roman","serif";mso-fareast-font-family:"Times New Roman"">Ref:
[redacted]
[redacted]
Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
[redacted]’s internet service is
provisioned to 5Mbps for which he is charged $49.99. Hotwire Communications has
reduced the rate for his internet service to $19.99 as a courtesy to [redacted]. 
[redacted] also has been speaking
with the [redacted]’s Account Manager Edward S[redacted] whom he will contact
directly going forward.
Again,
we apologize to [redacted]’s 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

[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 the business over drafted my account by 188.21 which is greater than the amount listed in their response. 
Regards,
[redacted]

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Ref: [redacted]
[redacted]
Dear [redacted],
We appreciate [redacted]’s comments and concerns
and sincerely apologize for any inconvenience that he has experienced. 
I have tried reaching [redacted] by phone and
email, but unfortunately have not yet received any follow up. For the
inconveniences mentioned we are providing [redacted] with a monetary credit
adjustment on his account. To remedy the cable issue we would like to schedule
another service call. This option is available for [redacted] at his earliest
convenience.
Again, we apologize to [redacted] for any
inconvenience the cable 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

[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:
Regards,
[redacted]
This was a legitimate charge with the old company. When the new company took over, Hotwire, they should've stopped charging this fee and they admitted that to me. They simply kept charging a fee that the previous company instituted and if people caught on, they refunded but only up to 90 days. It is my understanding that this is happening with the other 100+ units in my building. Customer service told me months ago that this was a fee that the old company had been charging and we shouldn't still be having this fee assessed. They should be crediting back every one of my neighbors too.

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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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