Hotwire Communications, Ltd.

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 confirm that Hotwire
Communications has received [redacted]’s cable equipment on July 18, 2014. I have
reversed all charges associated with the unreturned equipment fee of $400.00.
[redacted] will also receive a credit card refund for his remaining credit
balance he has with Hotwire Communications.
 
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

[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]

January 29, 2015
Ref: [redacted]
class="MsoNormal">Dear Ms. [redacted],
We
appreciate Ms. [redacted]’s comments and concerns and sincerely apologize for any
inconvenience that Ms. [redacted] has experienced. 
I
spoke with Ms. [redacted] and asked her to send me an invoice reflecting the Early
Termination Fee she was charged by [redacted]. 
Ms. [redacted] sent me a spreadsheet showing the ETF as being removed by [redacted].  Ms. [redacted] said that [redacted] ETF removal
would be temporary while the issue is investigated by [redacted].  I informed Ms. [redacted] that Hotwire is
willing to refund the [redacted] ETF charges if we receive documentation that the
fee has been placed back on her account by [redacted].  I have not received this information but will
readdress the issue once the documents have been received.
Again,
we apologize to Ms. [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.
Best Regards,
Renee W[redacted]
Executive Senior Call Center
Agent
Hotwire Communications, LLC

Ref: [redacted]
size="2" face="Georgia">
Dear [redacted],
 
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that they have experienced. 
 
On September 8, 2014, during the original
installation appointment it was discovered that there was no fiber ran to the
home where **. and [redacted] resides. Unfortunately, this issue resulted in
the delay of their installation for cable and internet service. The fiber
installation was completed last week and I have spoken with [redacted]; and she
confirmed with me we completed the installation of services on September 26th,
2014. All department heads at Hotwire Communications were made aware of the
fiber situation and worked diligently to remedy a solution in order to expedite
the installation of services. As a courtesy to **. and [redacted], Hotwire is
providing them with complimentary service for the next 6 months for their
continued patience and inconveniences experienced.
 
Again, we apologize to **. and
[redacted] for any inconvenience the fiber issue and delay of installation 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:The company is ignoring the multiple complaints via hotwire chat. I have complained through their chat service many times. The company says that their chat is saved and logged. Please have hotwire produce those chat logs.
Additionally, of course I continued to use the extremely slow internet because I had no other options. Hotwire contracted with the apartment complex so that other internet providers cannot provide service to our area. I had no feasible means of using any other internet at my residence. The only option I could find was using my cellphone as a hotspot which would cause me an extreme cost to cover the amount of data a person at home requires for entertainment and online schoolwork. I wholeheartedly reject the claim by hotwire and am extremely offended by their lack of ethics.
Furthermore, hotwire has always provided horrible customer service. When they tell me that I will receive an email or call back about an issue I almost never do. This continues to this day when I was trying to deal with them losing and charging me for equipment I returned to them. It continues still as I try to see the status of my unfair debt to this unethical company.Revdex.com, thank you in your help in this matter. Please do not allow this company to continue to treat its forced customers in such a way. Please know if I would have had any other feasible options for a provider I would have changed providers. Hotwire stands as one of the two largest reasons why I moved.
Regards,
[redacted]

December 2, 2014
Ref: [redacted]
class="MsoNormal">[redacted]
Dear [redacted]
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that [redacted] has
experienced. 
The cable charge that [redacted]
was being charged was a charge that had been previously charged by [redacted]
(the previous company) and was a legitimate charge.  The charge was removed in July and the
customer was given credit for 90 days. 
As a onetime courtesy we will apply a credit for $160.
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

December 22, 2015ID: [redacted]
class="MsoNormal">[redacted]
Dear [redacted], 
We appreciate [redacted]’ comments and concerns and we
sincerely apologize for any inconvenience that he has experienced.  
The property is in the
midst of a high priority upgrade.  The
upgrade will take place in the New Year. 
It is scheduled to happen within approximately 60 days.
Unfortunately we cannot
provide credit for something that [redacted] does not pay Hotwire
Communications for directly.
 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and in the last two weeks have experienced no major outage so I remain cautiously optimistic this has been addressed.  I will however, reserve the right to reopen complaint if problems occur in the future
Regards,
[redacted]

After 6 months of bad picture my issues were finally fixed. A Mrs Renee W[redacted] agreed to work with me to resolve my billing issues. I feel I am due at least a partial credit for the 6 months of no working cable service. Mrs W[redacted] agreed I was provided her direct contact info to resolve the dispute once the technical issue was taken care of, she has failed to respond to my frequent calls and emails despite many voicemails. To finish the technical issue which lasted 6 months and took over a dozen technician visits was a simple wiring issue and was fixed in minutes by a technician. If more competent techs were hired in the first place then this problem would never have arisen.Desired Outcome: Partial credit as discussed

Ref: [redacted]...

[redacted]
 
Dear [redacted],
 
We appreciate [redacted]’s comments
and concerns and sincerely apologize for any inconvenience that she has
experienced. 
 
[redacted] has confirmed with me
that her internet connection was restored during the service call performed on September
16th, 2014. For [redacted]’s inconveniences and lack of service we
are providing her with a monetary credit adjustment towards her account. [redacted] has been informed she can contact me directly should if she experiences
any continued or new service issues.
 
Again, we apologize to [redacted] for any inconvenience the internet 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

February 16, 2015
Ref: [redacted]
class="MsoNormal">[redacted]
Dear [redacted],
We
appreciate [redacted] comments and concerns and sincerely apologize for any
inconvenience that [redacted] has experienced. 
[redacted]’ phone line is now up and working TT#[redacted].  A credit has been applied to [redacted]
account [redacted] for the problems that occurred with the telephone service.
Again,
we apologize to [redacted] for any inconvenience the phone 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

March 2, 2016ID: 
245);">[redacted]
[redacted]
Dear [redacted] 
We appreciate [redacted]’s comments and concerns and we sincerely
apologize for any inconvenience that she has experienced.  
[redacted]’s service has been restored.
A credit has been
applied to [redacted]’s account Customer
Number [redacted]. Total credit $76.92.
 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]
Senior Executive Call Center Agent
Hotwire Communications, LLC

January 19, 2016ID: [redacted]
class="MsoNormal">[redacted]
Dear [redacted], 
We are actively in
discussions with the [redacted] to bring FISION Hotwire Communications fiber
product to the [redacted] community.   We will know for sure by the end of January.
I have added two months
of credit for Internet Service to [redacted]’s account.
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

Stay away from Hotwire Communications. Channel lineup is a lie. Their Owners/management are concerned about their pockets only not their subscribers.

my cable is out and has been since the 9th.Two days of me calling them to see when they can fix.
They never call me though. Earliest they can have someone out is the 19th. There website says whit glove service blah blah blah. I can't wait to push to get rid of Hotwire at next Hoa meeting.
They are a joke who takes 10 days to even think about restoring someone's cable. U fortunately it's clear horltwire does not care about its customers. I call and they are basically like whatever 10 days is first time someone can look at your cable.
Hopefully as I continue to review the terrible service online maybe others won't get stuck with them.I know a lot of my neighbors wish we did not have Hotwire and I will be encouraging everyone at next hoa meeting for us to get rid of them

Review: My internet constantly goes out when it starts raining. At first it was no big deal until it went from not having internet for a couple hours to not having internet for more than 24 hours. Just recently I went without an internet connection for about 30 hours. Technicians have come out to check my modem, but after they finally arrive my internet connection is back. The real problem lies with the connections outside. The internet is something that I need on a daily basis. I shouldn't have to worry about my connection going out for more than a day.Desired Settlement: Fix the wiring outside.

Business

Response:

Ref: [redacted]

Review: I concluded my cable service with the company in July 2014 when I moved out of my apartment. I was informed that in order to avoid a charge for the cable equipment, I needed to return it to their location at [redacted], [redacted], FL [redacted]. On August 21, 2014, I personally returned the cable boxes to this location and was provided a receipt. Nevertheless, on August 28, 2014, Hotwire charged my credit card $339.66 for the allegedly unreturned equipment. I immediately began calling Hotwire and requesting that the charge be removed from my credit card. Hotwire repeatedly failed to address the issue, and informed me that their billing department was having difficult communicating with their inventory department to confirm receipt of the equipment. I finally spoke to a supervisor in their Philadelphia office named Jason G[redacted] on or about September 9, 2014. He asked me to fax him a copy of the receipt and he would make sure the issue was corrected. I sent the receipt to the facsimile number he provided and received confirmation that it had been successfully transmitted. He never responded and I never received my refund.

I called several more times requesting information and my refund and Hotwire was repeatedly non-responsive. I asked one of their customer service coordinators to send Mr. G[redacted] an email and copy me on same, letting him know that the problem remained unresolved and I needed my refund. The customer service representative promised he would do so. He did not fulfill his promise. However, Mr. G[redacted] later called on September 25, 2014 and left a message stating that my account reflected a zero balance. I still have not received my refund, and my account should, in fact, reflect a credit due of $339.66. Mr. G[redacted]'s most recent phone call serves to confirm that Hotwire has done nothing to resolve this issue, and could really care less that they have wrongfully charged me.

I have been trying to get my money returned for over a month and Hotwire has done an abysmal job addressing my issue. They have essentially stolen money from me by charging me for the equipment 7 days after I returned same, and failing to return my money after no less than a half dozen requests.Desired Settlement: I would like my money returned immediately. I would also like an apology for the inconvenience and headache that their unethical incompetence has caused me. I further hope that the Revdex.com will take into account that Hotwire has previously trumpeted a perfect Revdex.com score on their website and downgrades them accordingly. Nobody should be allowed to present themselves as an exceptional customer service oriented company while providing such inexcusably horrible service.

Business

Response:

Ref: [redacted]

This company has a complete disregard for keeping customer appointments. Don't waste your time. I have Hotwire through my HOA and it's awful Once they have your HOA signed up for a 10 year contract there is no longer any reason to keep customers happy because you are stuck with them.

Review: Hotwire advertises on their website upload speeds of 2 Mbps for $39.99/mo, 5 Mbps for $49.99/mo and 7 Mbps for $59.99/mo. I signed up and am paying for an upload speed of 7 Mbps for $59.99/mo. However I am only getting 3.7 Mbps, less than the $49.99/mo package. I have complained multiple times, and had technicians come out to my unit twice - taking time off work. Both times the technicians confirmed the slow upload speed and promised it would be taken care of. However, nothing has changed.

http://www.speedtest.net/my-result/[redacted]Desired Settlement: I wish the merchant to provide the service that they have been billing me for.

Business

Response:

Good afternoon [redacted],

I wanted to follow up with you to advise this matter has been escalated to our engineering team for further investigation. In the meantime I have reached out to Dr. Kolodcziej, leaving a voice message with my direct contact information and have sent an email. Attached is that email if you wish to reference.

Please allow this email to confirm we are working to resolve our customer’s concerns. Once I receive an update from our Network operations team I will communicate our plan of actions with the Revdex.com. Thank you for your continued patience.

Best Regards,

Erica

Erica M[redacted] | Executive Senior Call Center Agent

PA Office

D: ###-###-####

P: ###-###-####

F: ###-###-####

em[redacted]@hotwirecommunication.com

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I did indeed receive assurances that my service will be fixed which I greatly appreciate. However at the present time the problem persists. I remain optimistic and look forward to a speedy resolution.

Regards,

Business

Response:

Ref: [redacted]

Review: I had phone service ( house phone ) connected 8 years ago and had it for about 2 years with a company called [redacted]. Will the phone was always not working. I was using my cell phone more then the house phone so I got tired and let them turn it off. Now the where I live the cable, internet, and alarm is part of my homeowner association. The phone is not but we can not use a outside company so it goes with Hotwire to get the discount. So when the association changed to Hotwire the phone bill went to them also. I have never had the cable the association offered because it was substandard but Hotwire offers [redacted] and I figure I would give them a try. Please remember I pay $525 every 3month for associations dues and I am NOT BEHIND. They have turn my cable off once because of the phone bill and going to do it again if I don't pay! I feel its not right to be force to pay for bad service!!Desired Settlement: Stop contacting me about phone bill. Do not tell my personal business to the homeowner association. Last stop threatening to turn my cable off.

Business

Response:

Ref: [redacted]