Hotwire Communications, Ltd.

Review: HOA collected money toward (cable and internet) services contracted with HOTWIRE before we were connected to the services. That money was paid to HOTWIRE. I contacted [redacted], Account Manager, for refund on 3 months worth in services in January 2014. He told me that we would have a check for $245.28 by March since billing was done in quarterly cycles and they had just completed a cycle. Since March my wife has repeatedly contacted [redacted] and was told that the check was on a desk for processing.Desired Settlement: Reimburse us immediately for the three months of service (December, January, February) that we paid for before we were connected. $245.28

Business

Response:

Ref: [redacted]

Review: The cable is always going out and when I call they always take more than a week to come fix the problem. When they "fix" the problem I am missing 40 plus channels. There is always an issue with there service and it takes them too long to fix the problem.

Business

Response:

Ref: 9635600

Review: Been having internet issues with outages lasting several weeks. The biggest issue is that they don't have enough technicians to service their complexes.

Contacted them on a Monday about an outage. Spent an hour and a half on the phone with the majority of the time being on hold. They said they could have a technician out the following day between 9am - 1pm. I couldn't be at the apartment during that timeframe on such short notice. The representative told me I had to wait ANOTHER WEEK and it would have the same timeframe (normal working hours... they expect you to take off work to get your internet fixed).Desired Settlement: Have a more regular schedule for servicing complexes (3-4 times a week).

Service hours should be 11-7 (or have overtime).

Overnight ship equipment.

Have an equipment pick up location (I would happily drive an hour to PAY for the equipment I need).

Don't tell me I'm " [redacted] out of luck" because I can't be at my apartment between 9-5 one day a week (and still bill me for the 2 1/2 weeks without internet)

Business

Response:

Dear [redacted]:

Review: Because of a dispute with [redacted], Hotmail has blocked CBS from my television package. As a golf fan, I have wanted to watch the Bridgestone Tournament yesterday & today, and the PGA next week. When I tune in CBS I see a graphic reading, "[redacted] has blocked your access to this channel." The text goes on to read: "[redacted] is demanding unreasonable rate increases to carry this channel, etc, etc, etc." Clever p.r. people at Hotwire--this is a contract dispute and, of course, all the blame is on the big bad ogres at [redacted]. When I called Hotwire to complain, saying that I don't care about their sandbox quarrel, I was told to address my complaint to [redacted]. My answer: "I don't know who [redacted] is and I don't have a contract with [redacted]. I send my checks to Hotwire and I expect Hotwire to provide the service promised me, which includes access to 200 or so TV channels, including CBS." On a second call to Hotwire, I was told that there was nothing they could do about the situation.

I know that in the larger scheme of things neither [redacted], Hotwire, or any other media giant for that matter, cares one bit about individual consumers. At the same time, I don't like being ripped off by being denied promised service.Desired Settlement: Restore my promised TV coverage ASAP.

Business

Response:

Ref: [redacted]

HotWire Communications is the only internet service that I am able to get at a community that I live in in Odessa, FL. The account manager's name is Will B[redacted] and I have sent several emails to him regarding service issues and who should I contact to resolve the issue. He has never ever called me back. The customer service employees are very polite, but I have learned that the politeness is not due to good customer service it is only lip service. I would never never never never recommend this company to anyone. I only use it because I am forced to because HotWire made some sort of deal with the community and no other internet service provider is allowed in the community which seems very un-American to me.

Review: This company engages in poor business practices. For starters, this company has very poor customer service. The individuals you speak with have attitude problems and do not seek to resolve the issues customers have. They price gauge, several channels are not included as promised in packages, and they still charge full price. I feel as though I should have the option to choose the service provider that suites my needs, however, because they are in contract with the developer, I fell as though my equal protection rights have been violated. I feel as though the contract of the property of [redacted] in [redacted], Florida is receiving kickbacks from Hotwire at the expense of the residents. This company should be investigated.Desired Settlement: Refund of monies owed and for them not to be able to practice selling a faulty product.

Business

Response:

Ref: [redacted]

Review: Hotwire is horrible! They billed me a $75.00 "reconnection fee" in June, however, my service was NEVER disconnected so I was very concerned. I called into their customer service ####-###-#### and spoke to an "[redacted]". He researched and agreed that the charge was billed in error "due to the system" and also pointed out I was being charged for 3 cable boxes when I actually only had two at that time. He supposedly credited me the $75.00 and $14.00 for two months of misbilling on the cable boxes even though the amount for the cable boxes should have been more. My bill was $212.11 and [redacted] told me the balance was $123.11 exactly $89.00 less than my bill. I paid the $123.11 to [redacted] on the same call. The $89.00 charge showed up on my bill again in July. I called in on July 7th at 7:24pm and spoke to "[redacted]". [redacted] confirmed that it was an error and the credits were applied and ignore that charge on the bill. That bill is not due until July 20th. Today, July 16th, my cable was disconnected. I once again called in to Hotwire. This time I spoke to "[redacted]" who informed that no credits were ever applied. He stated he "doesn't have the systems" to make the correction and refused to allow me to speak to a manager. He stated I needed to give them the $89.00 or else my cable would remain off. I explained that I will not be strong armed into paying $89.00 that I do not owe. [redacted] placed me on hold for 34 minutes and came back on the line stating "he sent an email" and that I had to pay the $89.00. Once again I explained that it was not happening. Finally after explaining to [redacted] that I work for the number one telecommunications provider in the country, knew my consumer rights, and was contacting the Revdex.com did he turn the cable service on. He then stated he wasn't issuing the credit as he sent an email to [redacted] since he was supposed to do it. This is robbery and ridiculous that I have to endure this. In addition, none of the agents in customer service will give you contact information for management. They are lucky my community is under a contract and I HAVE to use them or I would have switched years ago. I have never experienced such horrible customer service.Desired Settlement: I want my account credited the $89.00 as well as an inconvenience credit for wasting all my time due to their continuous errors.

Business

Response:

Ref: [redacted]

Review: Hotwired communication is blocking certain web pages for over a week. I called the company few times and they don't want to rush and fix the problem because

they don't have on the system more people on the area complaining about the same issue. That is a lie because I know over 5 neighbours have called and complained

about the issue. I live in a community where all the condos have the same internet provider.

They scheduled an appointment on January 2th, 2014 to visit my place and I called today to have an update and they said the appointment was never made on the second

so they moved it to the 6th. They told me if I want to rush and fix the problem, more neighbours will have to call about the same issue. They did but somehow hotwired

don't know anything about the other neighbours complaining.

Also, they advertise that they have high speed internet with 5mb uploading when their speed testing site shows between 2 and 3.

The customer service is polite but they don't have enough technical experience or training.

I have talked to 4 customer representatives and they all said the same. They do not have enough on site technicians for the amount of customers.

Finally when I tried to email the manager in charge of our community from gethotwired.com, the contact page send the email to their customer support

and not to [redacted] who is the technical manager of our area.Desired Settlement: Fix the internet as soon as possible.

Business

Response:

Ref: [redacted]

Review: I stopped my services with Hotwired Communications December 2013. I got an email notice from them that my account was overdue in Jan or Feb of 2014. I have called 7 times since March 5, 2014, I have emailed their corporate office twice and also sent a letter to no help. They are stating they refunded my card ending in [redacted] - I do not have a credit card ending in that number, and I have told them this many times over. I have looked over all of my credit card statements and I do not have my refund from them. They are dismissing me, putting me on hold for 30-40 minutes, my call is getting disconnected and basically their customer service is terrible. They are not budging on this, but I would like to know where my refund of $102.99 went because I surely don't have it. I would like this sent to me in form of a check to the address provided.Desired Settlement: Refund sent in the form of a check to:[redacted], FL [redacted] Ph: ###-###-####.My old name was under [redacted], and the old address and account number is: Account: [redacted], [redacted], FL [redacted]

Business

Response:

Review: I have been in my new home for four months. I have had two service calls and now need another. The cable box in my living room does not reboot. I have rebooted myself numerous times but again it refuses to start, all I get is “complete signal failure”. However, the cable box in the bedroom works fine.

I also asked to remove the HD from my account and was told that it would be done, yet I am still being charged. All the time that I did not have reception has also not been deducted from my bill.

Tonight I called to make an appointment and accepted the callback feature. I never received a callback, three times.

I do not think that the service associate or the repairman has a clue what may be wrong or how to fix it permanently.

I am copying this to the Revdex.com and any other agency that may be able to help. I am also looking for any other cable company that is available in my development that has better service.Desired Settlement: Repair service, credit for all HD billings, credit for time spent without service or full refund of all payments to date if service cannot be provided and I decide to cancel my service with the company.

Business

Response:

Ref: [redacted]

My apartment complex includes the services for Hotwire Communication Internet and VERY FEW channels. I have gotten use to the terrible selection of channels but the AWFUL internet connection is unprecedented. We will lose Internet service for hours and when you call the help center they are EXTREMELY rude and very unhelpful. I can't believe how they treat their customers. There is always a Hotwire vehicle at the complex non stop everyday because something is wrong but when you call to request an appointment they say it will be weeks!!! Weeks without Internet!! I know Internet providers have a history of being rude but they take the cake.

Review: I live in a condominium in [redacted], GA. We have hotwire communications as our service provider for cable and phone. A few months ago I called because I noticed a $10 fee on my bill and inquired what this was for. The rep mentioned that it was an erroneous charge that had been billed since the inception of the service in our building - meaning that likely the other hundreds of residents in my building were likely also being charged this ersatz fee each month. I asked for a rebate and they stated that they could only credit me back for 3 months. I asked for a copy of my statements to see how long and how much I had been overcharged. They said that they could not fulfill this request. I asked them how they intended to reimburse me for the overpayment and they state that they will not credit us back and as far as they are concerned, case closed. This is theft and outrageous businessDesired Settlement: I would like the company to credit back my account and the accounts of the other people in my building that they may've overcharged.

Business

Response:

December 2, 2014

Ref: [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

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:

Regards,

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.

Review: I called and spoke with Hugo Esobar on Thursday July 17th and was told that someone would be out to our house on Friday July 18th. It is Saturday July 19th at 10:41 and I just spoke with Sandro who said that apparently this appointment was never made. After being told it was. Sandro said that someone would be out on Monday July 22nd.

I'm really quite upset with this company. Lots of misinformation regarding billing, many technical issues that get blamed on equipment in our house that is the companies equipment, and on Thursday July 17th I asked to speak to a supervisor was told they couldn't talk at the time and would call back. Again it's Saturday July 19th at 10:44 now and I have not received a phone. Typical of this company. Poor customer service, poor technical response, and an overall poor assistance!

We called to cancel our dish services via hotwire and explained to them we only wanted to cancel the dish services. Apparently our basic channels and the fee we pay for people to come out and fix things was cancelled as well. NOT WHAT WE ASKED nor did we know about it because we now go with paperless billing and the billing is not itemized online so we do not know exactly what we are paying for, not user friendly.

We want our channel FIXED, we want better service and we are very tired of not being treated with respect as the customer!

Business

Response:

Review: I was supposed to receive a refund for canceled services in the amount of about $25 in July 2014 and I have yet to receive it. I have called over 15 times and they keep saying they will correct it but haven't. I have spoken to 2 supervisors Roselyn and Radhika who have both said they will call be back and have yet to.Desired Settlement: I want my refund for canceled services.

Business

Response:

Ref: [redacted]

Review: I [redacted] formerly [redacted] (which is the name of the account) contacted the billing department to provide update bank information for my internet services. When the payment was drafted with my new bank on 9/12 the charge was drafted for $231.20 instead of the authorized monthly bill of $42.99. I contacted the company on 9/12 and explained the issue and advised that overdrafting my account was also going to cause problems with other drafts that were scheduled to come out of my account and I wanted the money refunded. I was told an email would be sent and I could call back on Saturday and confirm. I called on Saturday only to learn that billing was closed on Saturday and I would need to call back on Monday. I called back on 9/15 only to learn that I couldn't have a refund but that a credit would be made to my account. I explained this was not acceptable as there are already credits on my account where the company previously overdrafted my account for a phone service that was never installed. I was told the only way I could have a refund was to disconnect all my services with the provider. The provider is the only internet service provider in my neighborhood and I'm sure they are aware of this which is why they continue to provide awful service and overdraft accounts.Desired Settlement: My desired outcome is to have the excess funds of $188.21 returned to my bank account

Business

Response:

Ref: [redacted]

Review: Dear Sir/Madam:

We reside at [redacted] Apartments in [redacted], Ga. And the only service we can use is [redacted] for our television viewing and Hotwire for our Internet Service. The first year and a half we were incident free. The past year in a half we have experienced less than desirable service.

Kindly note the following:

• Internet is intermittent throughout the day which in turn affects the On Demand feature on the TV. Which we pay extra for.

• Our HD channels are either blacked out, the picture skips or hesitates and Audio issues. We pay extra for HD Channels.

• When we record programs through the DVR it doesn’t always work. We cannot depend on recording anything for future viewing. We pay extra for our DVR box.

• At least once a week our building will lose internet and TV service from 6-12 hour.

My husband and I have brought this to the attention of [redacted] only to be told to contact Hotwire. Hotwire has mentioned we may need a new box. When the technician shows up we are advised there is nothing he can do before he even enters our home. This technician was so rude with my husband he was advised not to return here, as we do not deserve this type treatment or service. When we are finally connected to a manager all we get are empty promises. A couple of weeks ago we got a surprise visit form a different technician who said our system was extremely slow and that he would return that Thursday to replace it. We have not heard from ANYONE since. We pay our bills on time and feel we have the right to get what we pay for. Please log this as a “formal complaint”.

We hope to hear from someone soon with positive results!

Thank you,

[redacted] & [redacted]Desired Settlement: We just want our internet service and television viewing to work.

Business

Response:

Ref: 9951476

Review: Customer service has been completely outrageous, and insufficient as to accommodating their customers. Our development has continued to contract with this company, and therefore there are no competitors. Needless to say, the lack of competitors has empowered this company to say, do, or not do whatever they want. The residents have no choice in the matter when certain amenities like cable and internet have become so necessary as to business.

This company never has an answer for a concern, they fail to fix the problems, they continue to state that a "technician must come out to fix the problem and no technician is available any time after 5:00 pm for the next month."

They continue to transfer to people whom are "supervisors" and then the employee's end up slipping up and revealing they are not supervisors but mere employees with no authority.

The prices are not altered, and they have not competitive pricing because there is no competition!

The internet AND cable continues to go out several times weekly.

They send technicians out after having to accommodate THEIR schedule, and they won't cancel service unless a technician comes out nor can they fix the problem unless a technician comes out. However, no technician is available all month long after 5:00pm which a vast majority of people have jobs and are not available until after 5:00 pm.

The lack of service is not credited to the account because "they cannot do so," so therefore the insist customers pay for the service that does not exist because of their lack of technicians in the area.

When a technician is sent out, they do not check their work to make sure it is in working order, and when we call them to follow up about their work they refuse to send a technician out "same day service is not available" even if they already served the property that day and did not fix the issue. When the technician comes back out they state "what did you do!" as if it were an issue we created because he "fixed" it so we must have been the ones to create the problem. After several attempts to fix the problem he is unable and has to install a new logic board. When I state if the problem has be fixed the technician replies, "well I won't say that, I could be out tomorrow."

We chose to suspend out internet use because the lack and insufficiency in the use was not reasonable to pay for something one is unable to utilize. However, upon necessity we needed to reinstate it because they are the ONLY PROVIDER WE CAN USE, and therefore a reconnect fee was additionally added to the account in addition to the outrageous prices.

The business is poorly operated, their customer service does not care about satisfying their customers and their repetitive response is, "I don't really know what to say, we have no solution."

Their employees are poorly chosen, their technicians are rude, and their service is unacceptable.Desired Settlement: The company should compensate their customers who clearly give them their business throughout the community by a strict enforced contract of service providers with their unacceptable service and response to problems.

I believe this company should not be charging reconnect fees to customers, and by inconveniencing their customers by the loss of use, and lack of service.

Other reputable companies used in the past compensate a customer and sincerely apologize for the inconvenience and satisfy their customers by crediting their account not only for a DAY that you have to call back and tell them each day of their lack of use, but by taking additional steps to make their customer appeased and satisfied with their service.

This is an awful company and if I had to pay extra money for another company I would do it in a heartbeat if it were allowed within the community, as well as several neighbors within the community.

Business

Response:

Review: Good Morning Sir. I am writing to tell you of a huge injustice I feel I am not the only one who will affected by. I live in a subdivision in [redacted] ( [redacted] ). We bought our house in 2009 and until this year our H.O.A. has provided a basic cable service,we pay for the Internet service provided from the same carrier( through various carriers over the years, most recently Hotwire ). Approximately a year ago we received notice that this service would no longer be provided as of March 2013 and as a result our association fees would be lower. This was not an issue for my husband and I due to the fact we have been Directv customers for years and have had the service installed here at our home even before we moved our furniture in. :)

Now here is my current injustice from Hotwire and I am sure I am not the only [redacted] homeowner who will suffer. I log into my Hotwire account to pay my bill as I do every month. $80.60 - to my surprise my bill is $252. And some odd change. I log out and check my banking records, recording the date and amount of every payment for the last 6 months before I log back in and call Hotwire to explain there must be a mistake in my billing. "[redacted]" kindly tells me I have been receiving cable service provided by Hotwire since June of this year and they have just now started billing me for it. Basic Cable 49.99, Prorated cable 121.64, Inside Wire & Equipment Protection 9.95 and tax .70 adding a total of 182.28 added to the amount I truly owe 80.60 bringing my total to just over 252.00. I asked, begged and demanded a refund for a service I did not request, did not authorize and did not use. He kept insisting I had received 3 letters ( I did not ) alerting me to the fact IF I did not want their cable service I would have to call to cancel otherwise I would be billed. How can they provide and CHARGE me for a service I did not authorize or use?Desired Settlement: I would like my bill to be 80.60 for Internet service, no charges for cable service in which I never ordered, agreed to pay for or viewed. Not once have I ever viewed so much as a commercial using Hotwire's cable service. Nor have I ever agreed to purchase this service and yet I have 128.28 worth of charges for this service one my bill.

Business

Response:

Ref: [redacted]

Review: Hotwire Communications is without a doubt committing an expansive scam, creating a monopoly with promises of functional cable and Internet services and then not providing the services agreed upon. I am stuck in a building that has a contract with this company and I am in no way receiving anywhere close to the product I am paying for. I have CONSTANT issues with my service, as is everyone else that lives in my building. I have given Hotwire Countless calls and no one seems to know anything or do anything about it. This is beyond the worst company I have ever dealt with in my life. PLEASE find a way to spare anyone else from having to deal with this company and their lies. It is unethical and immoral and needs to be shut down.Desired Settlement: I want my money back for "services" that I did not receive that were promised to me and for my time, frustration, and nightmare that dealing with this horrendous company, if it can even be called that. Also, I don't want them to be able to continue running this fraud of a "business". They are known for lying to their users to get us to stop calling because they are not going to do anything because they dont care if it gets fixed; they get paid regardless because we have no other options. and that is unacceptable. PLEASE help in settling this manner.

Business

Response:

Dear [redacted],

Very poor service. The internet is constantly going out and they take their sweet time sending out a tech. Yesterday my internet was out and they wouldn't answer the phone. I had to file a complaint via Facebook. Horrible, horrible company with horrible, horrible service. They need to be shut down!