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Hotwire Communications, Ltd.

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Good afternoon [redacted],
Attached is recent correspondence for complaint ID: [redacted]-[redacted]. Due to my first reply online, I am unable to add my recent updates. His speed issue has been addressed and resolved. Please let me know if you need anything regarding this matter.
Thank you,
Erica M[redacted] | Executive Senior Call Center Agent
PA Office
D:  ###-###-####
P:  ###-###-####
F:  ###-###-####
em[redacted]@hotwirecommunication.com

[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]

Ref: [redacted]...

[redacted],
 
Dear [redacted],
 
We appreciate **. [redacted]’s comments
and concerns and we sincerely apologize for any inconvenience that he has
experienced. 
 
I have confirmed all equipment
has been returned and received back into our inventory as of April 7, 2014. We
have reversed all unreturned equipment charges ($275) from **. [redacted]’s account
and I had the pleasure of speaking with him today to confirm these changes. As
I advised **. [redacted], he will have a small monetary credit balance which we
will refund back to his credit card also.
 
Again, we apologize to **. [redacted]
for any inconvenience the bill error 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]
size="2" face="Arial">
[redacted]
 
Dear [redacted],
 
We
appreciate **. [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
 
In
reviewing **. [redacted]’s account I confirm that he was offered a credit of $89.00
which includes the $75.00 reconnection fee. Unfortunately, the credit was not
applied on the account due to a gross oversight in which we fully take
responsibility for this error. As a courtesy to **. [redacted] and for his
inconveniences I have also issued 1 complimentary month free of his cable
services and the $89.00 credit he was offered.
 
Again,
we apologize to **. [redacted] for any inconvenience the billing error 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]

Ref: [redacted]
[redacted]
Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
I
have reviewed [redacted]’s account and have reversed all unreturned equipment
charges billed to his account in error. Please allow me to confirm, [redacted]’s
does not owe any outstanding balances to Hotwire Communications. I have left a
voice message and emailed [redacted] to confirm all charges have been cleared and
we are issuing a refund check for his remaining credit balance.
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,
Erica M[redacted]
Executive Senior Call
Center Agent
Hotwire
Communications, LLC

Ref: [redacted]
OLE_LINK21;">[redacted]
 
Dear [redacted],
 
We appreciate [redacted]’s comments and
concerns and sincerely apologize for any inconvenience that he has experienced. 
 
Please allow this letter to confirm we have reversed
all unreturned equipment charges billed to [redacted] in error. We also confirm
all cable equipment has been returned and received into our warehouse
inventory. I have spoken with [redacted] via phone regarding his account and
billing concerns.
 
Again, we apologize to [redacted] for any
inconvenience the billing 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,
 
 
Erica M[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 she has experienced. 
Our
billing/collections department has spoken with **. [redacted] directly regarding
her billing concerns. In reviewing the account I confirm we have credited **.
[redacted]’s account for unreturned equipment charges billed in error. I have
tried to reach **. [redacted] directly to ensure all her billing concerns have
been addressed. Unfortunately, I have not yet received a response from **.
[redacted].
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,
Erica
M[redacted]
Executive
Senior Call Center Agent
Hotwire
Communications, LLC

August 4, 2015ID: [redacted]
class="MsoNormal">[redacted]Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we
sincerely apologize for any inconvenience that she has experienced.  
The charge for the
Unreturned Equipment $400.00 has been credited back to [redacted]’s account
(cr [redacted]).  This
information is shown on the August invoice, page number 2.
The remaining credit
will be sent back to [redacted]’s bank account in three to five business days.
 Again, we
apologize to [redacted] for any inconvenience that she 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]
Executive Senior Call Center Agent
Hotwire Communications, LLC

January 20, 2016ID: [redacted]
[redacted]
Dear [redacted], 
I have applied 3 missed
appointment credits totaling $75.00 and a miscellaneous credit of $15.00.
No other credits are due
to [redacted].
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

February 3, 2015
Ref: [redacted]
9pt; font-family: Verdana, sans-serif;">[redacted] 
Dear [redacted],
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that [redacted] has
experienced. 
Currently [redacted] services
are working.  We have addressed [redacted]’s concerns with his service and have had our specialist working to
ensure that his service remains up and operational.
Again, we apologize to [redacted]
for any inconvenience the service 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]
 
Dear [redacted],
 
We
appreciate **. [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that he has experienced. 
 
**. [redacted]
has been assisted by our field technician and Network operations team to
resolve the speed issues with his data service. As a courtesy to **. [redacted]
and as a small token to show our appreciation we have provided him with 3 complimentary
months of the internet service that he is subscribed to.
 
Again, we apologize
to **. [redacted] for any inconvenience the data 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

Good afternoon **. [redacted],
In pursuant to my last reply I wanted to confirm the credits I
have issued on your account. In place of the $154 you recently paid to [redacted],
I have issued a total of 7 months credit on your Hotwire account. Please
disregard the previous credit offer I advised. As of today you have
credit on your account that will cover your Hotwire monthly charges over the
next 7 bill cycles. You also have been given a $50.00 credit for missed
appointment fee we billed you for. The total credit issued; values a savings of
$378.30. This credit will be issued in 7 installments.
**. [redacted], I hope you find this acceptable and if you have any
questions please feel free to reach me at ###-###-####.
Best Regards,
Erica

[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.  Also I would be grateful if your Bureau can see to it that they do not cut my megabytes down to match the discussion out price that hotwire is give
in me. Thank you all the the valiant attempts in helping to resolve my issues with hotwire communication. 
Regards,
[redacted]

[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 information provided by the company does not adequately resolve the complaint because it is both factually incorrect and does not address the requested means of closure.
Specifically, the response from Hotwire claims that I was told by Hotwire's call center that they were aware of the service disruption.  During the service disruption I contacted the customer service number provided by Hotwire and was told by "[redacted]" at the "[redacted] Office" that Hotwire had no responsibility for the voice and data service in my community and told me I needed to call the sub-tier vendor directly.  When I told Han that Hotwire received payment for these services from our HOA and that the HOA has an Agency Agreement with Hotwire to provide these services, he stated that was not the case.  When I asked to speak with a supervisor, he told me there was not one available.  Han would not take a service difficulty report, and would not acknowledge the issue.  I subsequently called [redacted] directly and was routed through 3 different call centers before they could find my account.  Additionally, the response from Hotwire claims the service disruption was resolved on 4/23.  In fact, the disruption began on 4/23 at approximately 10:30 AM and was not remedied until 10:00 PM on 4/24.
In my initial complaint with the Revdex.com I requested that Hotwire both provide accurate customer service contact information and a corrective action plan to resolve the long-term issues experienced at the Rice Hope property.  The Agency Agreement between Hotwire and the Home Owners Association defines a level of service requirement, and that they maintain accurate and complete customer service contact information.  Until such a time that a plan to address the deficiencies in service and accurate customer service contact information are provided, I do not consider my complaint resolved.
Regards,
[redacted]

January 26, 2015
Ref: [redacted]
class="MsoNormal">[redacted]
Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that [redacted] has experienced. 
I have
tried to reach [redacted] multiple times and have not been able to speak with
him.  I am awaiting his response.
Again,
we apologize to [redacted] for any inconvenience the internet 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:My outage was for both TV and Internet.  I just received a letter from [redacted] stating they are going to cut off my service due to no payment received. I paid them $154.  I'm not looking for the extra $50 that I paid for a PPV, but Hotwire stated they'd compensate for 3 months of lost service, which means I should not pay for internet nor tv for 3 months...yet I have this outstanding bill with [redacted].  As stated, I do NOT expect compensation for any PPV buys.  I'm assuming that I will have NO internet NOR TV bills for the next 3 months.  I need that reflected on physical bills as I do not trust Hotwire at this point.
Regards,
[redacted]

January 4, 2016ID: 
245);">[redacted]
Dear [redacted], 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that he has experienced.  
A credit has been
applied to [redacted]’s account Customer
Number [redacted]. His other billing issues have been corrected as well.  Total credit  $448.01.
[redacted] has opted to
disconnect services with Hotwire Communications 
SO#[redacted].
 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

February 18, 2015
Ref: [redacted]
class="MsoNormal">[redacted]
Dear [redacted],
We
appreciate [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that [redacted] has experienced. 
2-5-15
  I
spoke with [redacted] regarding his internet service.  The problem that we discussed was that he
wanted faster speed internet service. 
The customer is paying for 15 Mbps $30.00.  I had our Tier II department test his
internet speed and it tested at 15 Mbps. 
I advised [redacted] that there was not an upgrade option available at
his community. The 3 Mbps, 10 Mbps and the 15 Mbps are the only  internet speeds available at The [redacted] community.  I also emailed [redacted] this information and the link to the rate sheet for his community that
gives him all of the services and rates available to him. 
http://gethotwired.com/[redacted]
2-13-15
[redacted] was scheduled to have a technician visit his residence for slow
internet service. Repair ticket number 284639 scheduled for Feb. 16, 2015.  [redacted] cancelled the visit with the
technician at his front door on Feb. 16, 2015 11:10 am.
Again,
we apologize to [redacted] for any inconvenience the internet 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]
Dear [redacted],
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced. 
Please allow me to confirm we are
currently investigating the speed issue reported by [redacted]. We recently
performed a service call at the home of [redacted] for additional speed
testing. I have been in direct contact with [redacted] and will continue to
monitor the progress of this investigation until we reach a satisfactory
resolution. Once we confirm the issue reported by [redacted] is resolved; I
will also provide the Revdex.com with an update. Thank you for your
continued patience as we work to resolve this matter.
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,
Erica M[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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