Hotwire Communications, Ltd.

Review: My internet stopped working 8 days ago. In this time I have been unable to get a supervisor on the telephone with me and it has taken 7 days for a supervisor to call me back. The response I got was that the appointment I had scheduled to have my internet fixed had been changed to another day and there was nothing that could be done about it. I then received another call stating that my appointment had been canceled. I am unable to get this problem resolved while paying for internet.Desired Settlement: I would like to be credited for the time I have been without internet and would like the public to know about the quality of service (or lack of service) provided and how I have been treated

Business

Response:

Ref: [redacted]

Dear [redacted],

We

appreciate [redacted]’s comments and concerns and sincerely apologize for any

inconvenience that she has experienced.

[redacted] has been contacted by our customer service supervisor (James) on 8-8-14

in regards to her internet service issue. An appointment for a service call was

scheduled for 8-14-14. In the meantime our technical support team also checked

the data service remotely, confirming the service showed restored internally.

[redacted] was contacted again by me and customer service supervisor James

multiple times leaving voice messages to confirm if she still was experiencing

a continued service issue. Unfortunately, we did not receive a response from

[redacted] and therefore we retained the service call scheduled for 8-14-14. The

morning of 8-14-14 [redacted] contacted customer service requesting to cancel

the scheduled service call. To date I have not spoken with [redacted], but I

have emailed her directly apologizing for the service outage and providing my

contact information. As a courtesy to [redacted] for the lack of internet

service I have issued 1 month complimentary internet service on her

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

Review: Installation of Hotwire cable and internet service was scheduled for 3PM on Friday 6/20. I was on my way to the house from work when I received a voicemail at 2:53 from Hotwire asking if I wanted to reschedule since I wasn't home. The appointment time had not even started and the technician already left?????? I called Hotwire on the way to my house - as soon as I got the message - and asked them to call the technician and tell him that I would be there by 3...the scheduled appointment time. The CSR told me it was probably only a 10 minute advance notice call to let me know the technician was close. I told the CSR that the message stated the technician was already there. The CSR made notes in the file that stated I was home. I walked into my house at 3:01. No one from Hotwire was at my house and I did not receive any call from the technician. Why did that CSR not make contact with the technician or dispatch to confirm the situation. That CSR had no clue what was going on and made assumptions about my situation without even trying to resolve the problem

At 4:30 I called Hotwire again and asked where was the technician. What happened? I was put on hold and told I was not at home during the scheduled appointment. I told them the appointment was from 3-5 and I had called to make sure the technician did not leave. I spoke with 3 other CSR's asking what happened and no one could give me an answer of why the tech showed up early. No one could tell me why I got a call asking me to reschedule when the appointment time had not even passed. I also talked to a supervisor and he stated he had didn't know what happened. Each one told me there was no other option than to reschedule for Wednesday, 6/25 from 3-5. That was the earliest appointment available. TheCSR told me that she supposedly made a note that the technician should call 30 minutes before his scheduled arrival.

There was no phone call from the tech and on Wednesday, 6/25, the tech shows up at 12:30. The appointment time was 3-5. There was no phone call or any notice to let me know someone was coming early. The tech proceeded with the installation but left early and said he brought a bad cable box and that I would have to reschedule through customer service. The tech left an empty box, cables in one room and cut wires were left all over the laundry room. My friend that was at my house for the installation said the guy just left. He didn't say anything and was just gone. He did not offer any instruction on how to use the service and the internet is not working. The install tech didn't say a word that he was leaving, didn't test the system...he just left.

I called customer service AGAIN this morning (6/26 10 AM) they have stated that the installation was not completed on 6/25. The install guy is going to have to go back to my house with a working box and complete the installation of the internet. The appointment is scheduled from 3-5...on a Friday. If the tech does not feel like working the entire day he may just decide to say that no one is home and just leave for the day leaving me without service again.

Issues:

- I made arrangements to leave work on Friday 6/20 to be at my house between 3 and 5. I was there ON TIME and I made ever possible effort to work with Hotwire!!!!! What company lets techs just show up at any time without prior notice with the customer????

- There was no attempt by the tech to call me - Your dispatch called me at 2:53 and this is the only call I have received from Hotwire. The tech did not call me. I called customer service IMMEDIATELY when I received a message that the tech was at my home early and there was no attempt by the CSR to make contact with the tech. Installation could have been done nearly a week ago.

- Absolutely no attempt by anyone at Hotwire to expedite the issue. This is going on over a week just for simple installation. I fear what happens if you have a major issue.

See** that since Hotwire has the community, then they do not need to make any effort at reliable customer service.Desired Settlement: I do not want to pay any installation fees and would like a credit for the first month's service.

Business

Response:

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,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Review: I live in the [redacted] in [redacted] and I have to say that Hotwire Communications this is THE WORST internet service provide I have EVER had in the United States. Their customer service on the phone is terrible with long wait times. When they actually dispatch someone to your apartment the person just says that the service is not what is offered in the contract because of "the company's" fault and he can't resolve the issue. I literally get 16Mb/s and pay for 50Mb/s. I own and [redacted] TV that cant even stream movies because of the latency, jitter, and packet loss that we have to endure due to the blatantly insufficient infrastructure that this company has installed. I feel ripped off every time I pay the ridiculous $190+ bill every moth. What a rip off.Desired Settlement: I wish they could provide the speed that they offer. I wish they had the cannel lineup that exists instead of the inferior one they are reselling (I'm speaking of the Brazilian channel globo that they don't even offer) Maybe charge me less since I'm receiving less. Maybe give me some month for free . Maybe just provide the service that is offered!

Business

Response:

Review: Account credit not refunded when hotwire took over [redacted] account, continued billing 16 months till credit depleted. As the customer, I never received any bills or notices from Hotwire until I owed them money.

My neighborhood was under contract with the cable provider [redacted]. In March 2012, I had a account credit of $177 dollars with [redacted]. The neighborhood received a notice stating [redacted] went out of business so we need to stop paying them and we were informed [redacted] was our new provider. I called [redacted] and was told I would receive a refund for this credit in my account. Numerous attempts to contact [redacted] were not successful. 16 months later I received a bill from Hotwire stating I had an account with them and I owe them money. I was never informed that Hotwire took over my [redacted] account and was charging me a $9.95 wire service fee plus tax and they were subtracting this from the $177 accounts credit that was transferred to Hotwire instead of being refunded to me. I did not have any service with Hotwire, just a wire service fee. I contacted Hotwire and they informed me it was not their responsibility to contact the home owner to inform them of the service switch and it's not their responsibility to monitor accounts for billing issues like this because they have too many customers. Hotwire was able to tell me when they received the account credit transfer and how many months I was charged this fee. I never once received a paper statement of this credit or the monthly fee. I was never informed by [redacted] or by Hotwire that Hotwire had my money.

Hotwire told me they could only refund me 3 months due to some policy they have which came to $35. They had no explanation as to why I never received a bill till today. I want a full refund of the $177, not just $35. Hotwire has never provided me with any services. I'm extremely unhappy with this company and their lack of customer service. I was never informed that my [redacted] account was taken over by Hotwire. I was never informed Hotwire received my $177 account credit from [redacted]. I was also not notified for 16 months that they were billing me for wire maintaining fees. I was only notified for the first time when my account credit ran out and I owed them money. I'm in the home owners association contract that states I do not have a choice who my cable and TV provider is, I'm just told who to pay for additional services.Desired Settlement: I want my remaining credit due of the $142, from the $177 they received from me.

Business

Response:

Review: Internet has never been great at this address I called and upgraded our service package tier and paid more for a few months and I never noticed a difference in the speed or quality so I canceled the upgraded tier. now for the past two weeks the internet is completely intermitant and I can only go to certain websites. it is not just me it is many of my neighbors. the customer service [redacted]!!! They keep telling everyone who calls that this is an individual issue even though we have all talked and gotten the same exact answer. They are a bunch of liars and cheats. They steal our money every single month and do not provide the service that they guarantee in the contract with our HOA. I have online college classes that start next week and I need internet access. I have called and called and called and the soonest they can get someone out here is 1 week... I want answers and I want them now.Desired Settlement: I want them to fix their equipment or upgrade it or something so that the internet is more reliable than the dial up [redacted] modem I had in 1995.

Business

Response:

Ref: [redacted]

Review: in late November I called hotwire to install cable and internet into my apartment in which they did. at the start we had problems with the satelite signal going out around 10 to 11 pm. Now this was the first week of service. it continued to get worse to the point where we could not watch any tv at all. now the whole time this scenario took place we were in constant communications with Hotwire... in the first week of Dec. they came out 7 times to TRY to diagnose the problem. during these visits to try to as the problem they first changed 3 pieces of equipment. the next time they came they drilled holes in the walls of our bedroom and did not clean up any of the mess they made. from there they ran a new line to the satelite to see if that was the problem. they only burried the line 3 inches below the ground level where code calls for at least 6 inches to the top of the wire. the other times they were called out to our place they did absoultely nothing to fix or diagnos the problem. now the technicians that came out told us and everyone else on our block of the appartments where having the same problems and to talk to them and get together and comfront Hotwire and our complex to Fix the problem because they could not. so then we went back and forth with [redacted] and Hotwire for the next month trying to get the problems resolved. NOTHING was done to fix the problem that we and at least 3 other neighbors have had to deal with since the start of our service. on December 27. I called Hotwire and complained how the problem was still not fixed and I was told that a service tech from [redacted] had to come out and use some special tool to fix the satellite. I was informed that when that would happen was unknown but that I would receive a call when known. I waited til after the new year to call again because by this time I had received my first bill for 320.84. I complained that I shouldnt have to pay for a service that I wasnt receiving and was told not to pay the bill and that I would be credited. about two weeks later 1-21-13 I spoke to a gentleman by the name of [redacted] at Hotwire and explained the issues we were still having. [redacted] was very courteous and took down everything and informed me that he would have a supervisor call me about these issues. he also informed me that I should contact the billing department and also my apartment management so they could try to get ahold of [redacted] who happens to be our area rep. I did go to the apartement office and informed them of the situation and they were clueless on why I was instructed to go to them when they have nothing to do with Hotwire. the next day [redacted] from Hotwire called and agreed that the issue needed to be fixed and we deserved to be credited. I spoke with her a few times and at the end of the month that ceased due to my having some medical issues that had me going in and out of the hospital. as soon as I was better I called Hotwire again and spoke with [redacted] who is also a supervisor. I stated that I was irate by the lack of concern they had for the situation and I wanted them to come pick up their equipment and I wanted to be credited for the entire amount that they were trying to bill me for which at this time was 450.83. he stated that he needed to talk with [redacted] about the situation and would get back to me within 24-48 hours. I never got that phone call. on 3-4-13 I got another bill but this time it was for 1206.53. I called that moment and spoke with [redacted] and stated that this bill was ludacris and I didnt feel I should have to pay for a service that I never got. she told me that 750.00 of it was for the equipment and I told her that I told [redacted] to get it about two weeks ago and no one ever showed. [redacted] made arrangements with me for someone to pick of the euqipment on 3-5-13 between 1-5 and someone did so. [redacted] said that as for the rest of the amount she had to email collections and they would call me and let me know if I would be credited fully or partially. she said this would be done the next day and that has yet to happen.

I dont feel like I should be held responsible to pay any of this bill given the fact that I havent been able to watch any tv since getting Hotwire. im baffled by the lack of concern this company has for its customers and the run around it gives them.Desired Settlement: All I want at this point is to not have to pay any amount due to all that has happened since I got their service and I dont want my credit to be affected in any way due to all this since it was stated that collections was now involved.

Business

Response:

Dear [redacted]:

Review: My wife and I moved into a new home on August 28, 2014. Our HOA dues include basic internet and cable provided by Hotwire Communications. We called to activate our services on 8/29/14 and received an appointment on 9/5/2014 from 3-5pm. My wife called on 9/5/2014 at 345pm to confirm the technician was coming to our home, with dispatch replying that the technician will be there between 415-430pm. At 455pm, my wife called only to be told that our appointment had been changed to Monday 9/8/2014 from 3-5pm, that the technician had spoken to "the customer" and changed it, and also that our Friday appointment never existed, neither of which are true.

On Monday 9/8/2014, technician came to our home at 130pm. He began installing our box in the back of our home, only to discover that there are no lines running along our block for our home to connect to. We called hotwire communications to request that a Fiber Technician come out to install lines for our entire block (some housing still under construction, 4 houses currently active). They reply that a technician will be dispatched, and we will be contacted within 24 hours to let us know when they are coming.

After no reply, my wife called on 9/9/2014 and was told that it is not scheduled, will not be scheduled right away, and to wait until they contact us again to say that the lines have been installed. We have been paying for (via our HOA dues) basic internet and cable for 2 weeks now, without receiving service, or an estimate of when service will be available.Desired Settlement: We would like our cable and internet service to be available as soon as possible and a refund on our account for the days that we have and will not receive service.

Business

Response:

Ref: [redacted]

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

Consumer

Response:

[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.]

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,

Review: Hotwire is the sole provider of my condominium community's internet, telephone, and cable services. Cable and internet services are incredibly inferior. I pay extra for high definition cable services, but continuously lose high definition channels. Service visits for cable have fixed one issue (restored local channels), but created new issues (loss of high definition service). On my last technician visit, the technician stated that Hotwire knows of the proble** regarding the [redacted] cable service installed in my community, but they have chosen to keep repairing the system instead of changing to [redacted], which gives them no proble** in other communities where [redacted] is installed.

Internet service has been intermittent for months, before finally being out completely for the last two months. Internet has not been fixed following visits to my unit. Technical support representative told me over the phone that a technician visited the property regarding internet, but our community still does not have internet service.Desired Settlement: Repair and sustain cable and internet services.

Business

Response:

Ref: [redacted]

Review: This is a continuation of a claim that I filed on 3/6/2013. The claim number was [redacted]

The business agreed that the billing was in error and would clear my account.

I have made two requests in writing to provide me with a billing statement that shows that my account balance is zero.

I have not received this statement and my account still shows a balance on their website.Desired Settlement: I want my account settled and a statement showing that it is settled. I also want my credit history restored with no reference to over due payment owed.

Business

Response:

Review: Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 3/3/2014 3:29 PM

Dispute Center: Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC)

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Email:

Web: www.myRevdex.com.org

This complaint was closed and ASSUMED Resolved. by the Revdex.com. While efforts have been made to attempt resolution,the issue still remains unresolved. I have contacted Hotwire Communications to inform them of the recurrent problem. Repeated service calls to my home and work done in my home to address the issues with no satisfactory solution or restoration of affected services as of yet. This is a Multi-family property with a Fiber optic distribution system terminating at the Individual units/Bldg where it then changes to an RG-6 Quad shielded Cable system. The wiring and equipment has been checked in my unit and deemed acceptable. The ability to verify service on site is reasonable in regards to Site size and accessibility. The fact that I have been receiving less than the service I have been paying for over the past year plus, with very little in the way of Customer Service or attention to my issue until March 2014 following a Revdex.com complaint is unacceptable.Desired Settlement: Provide the service/s paid for along with resolving Customer Service issues at the Consumer contact point. Credit or further complimentary service to offset the extended disruption of paid for service.

Business

Response:

Dear RevDex.com,

Review: I informed the representative to cancel my service in December 2013, due to poor service.Desired Settlement: I will pay the amounts for the month of November and December. Months of service.

Business

Response:

Ref: [redacted]

Dear [redacted],

We appreciate [redacted]. [redacted]’s comments

and concerns and sincerely apologize for any inconvenience that she has

experienced.

[redacted]. [redacted]’s contacted our

customer service department in December 2013 to report an issue with her

internet connection. Unfortunately, we did not receive any follow up from [redacted].

[redacted] advising if the issue was resolved or if she required additional

assistance. [redacted]. [redacted] was under the impression her service was disconnected

and therefore she was not responsible for any billing charges after December

2013. As a courtesy, we have made adjustments to the final account balance and

credited all charges beyond December 2013 from [redacted]. [redacted]’s account.

Again, we apologize to [redacted].

[redacted]’s for any inconvenience the internet and 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,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Review: I lived in a community 1.5 yrs ago where hotwire was used through the home owners association for services. I called to disconnect my services when I moved out and was told that I couldn't disconnect until there was a new tenant to put it in their name. SEVERAL months ago I began calling again to confirm someone had taken over the property and to disconnect service out of my name. Every month im assured my account is credited and there will be no further statements sent. Again this month I received a statement with a past due amount. I called to speak to a manager and was told someone would have to call me back. Disconnecting an account is a pretty basic request that Hotwire cannot seem to handle. I am disgusted and have wasted an enormous amount of time and energy to have this resolved and to date I am unsuccessful. Not to mention what this is doing to my credit as I am receiving past due notices month after month. PLEASE HELP!!!Desired Settlement: I want this resolved immediately. I WANT A ZERO BALANCE AND A CLOSED ACCOUNT!!!! something that should have been handled in the first phone call.

Business

Response:

Ref: [redacted]

Review: Hotwire Comm. has failed to meet customer service and satisfaction with me

I have been a customer for 10 month, since June 2012. Since then I had to have my cable receiver box changed out three times, service has gone out for several days on countless occasions, at least once a month. I have had to call for technical support to get my service up and running at least every other month

For $165 a month, the service should be at least 75% running .

I never experienced such faulty equipment and service, let alone the customer service from this company.

My last issue with this company is March 24, 2013. Took 48 hours just to get my service back on, along with my service wing out for two weeks while I was on the West Coast, enabling my recorded DVR service.

I don't know how to settle such awful service , if anything , others should know to be aware.Desired Settlement: I feel as if a fair amount of my service be credit ack to me. I am very dissatisfied and will be cha ngung cable/Internet service this week And unfortunately, this company is the only Internet/cable company that services my building. I felt that I had no other choice. Very unfair.

Business

Response:

Dear [redacted]:

Please allow this letter to serve

as Hotwire Communications’ response to the above-captioned complaint. We appreciate [redacted]’ comments and

concerns and sincerely apologize for any inconvenience that he has experienced.

I am currently working toward a resolution

to the recent concerns [redacted] has explained and will update the RevDex.com of our progress.

Again, we apologize to [redacted]

for any inconvenience 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.

Very Truly Yours,

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:

Review: This is hands down the worst company around. Earlier last month I canceled my cable due to the lack of clear reception, consistent uptime, and lack of HD channels they said were available, I forget the exact number, but I only received 2. I had to call twice because the first customer service rep didn't know how to process my request or transfer me, and upon calling back the person was not very polite, slow, but eventually canceled my cable, and kept my internet plan. I got a bill today. My cable is still being charged to my credit card. My cable was shut off the next day, but I'm being charged well over a month later for the same cable I canceled and no longer have connection to. This is despicable, and not the first time I've had an issue with this company.Desired Settlement: I would like to be refunded, and compensated for my time, efforts, and ultimately frustration.

Business

Response:

Review: 18 Sep: I called and established new account with hotwire, which [redacted] has a telecommunications agreement that hotwire supplies telecommunication service. I established new account and scheduled internet and television service to be installed at [redacted] NC on 30 Oct.

30 Sep: Only internet was installed and I was told incorrect paperwork was submitted and my television service would not be installed. Rescheduled for 7 Oct.

7 Oct: No installation, no phone call, no show. I called and rescheduled for 9 Oct.

9 Oct: No installation, no phone call, no show. I called and requested to speak with supervisor, was informed I would receive a call back, no call.

Each one of the installation scheduling is a block of 2 hours, Hotwire Communications LTD has caused me to miss work multiple times and has cost me money in childcare services that could have been avoided if they held to their end of the agreement for services provided. There is an agreement through [redacted] home owners association that provides payment for services to be rendered, Hotwire Communications LTD is not providing adequate services to uphold the agreement.Desired Settlement: Provide the services required by HOA agreement and compensate me for monetary work losses.

Business

Response:

Ref: [redacted]

Review: I cancelled my tv/internet service in March 2014 with them within 7 business days of their billing cycle (7th day of the month, in this case 4/7). My equipment was picked up by one of their technicians on 4/7. I had an online chat with one of their billing representatives (transcript saved) that stated that my next billing cycle would be $0 to reflect the closed account.

On 5/8 I received a call from a billing rep that my account was past due in the amount of $259.90, which I explained that I had cancelled. The rep told me they would look into it and call me back. I did not receive a call back. I called back on 5/9 during normal business hours, and left my number in their automated call return system. I did not receive a call back.

I received a paper bill to my address for $259.90 which included a $275 charge for unreturned equipment. I initiated another online chat with one of their billing representatives about the issue. The rep stated that the issue would be corrected and I would receive a call back that day. Did not receive a call back . Called the phone system again on 5/15 during normal business hours and did not receive a call back. Went through the online chat system again and again told I would receive a call back and my account would be adjusted.Desired Settlement: I would like my bill to be adjusted to the correct amount and for a rep to call me on the phone to confirm this. I think it's unethical that a company can bill you and not be available by phone during normal business hours to discuss billing questions.

Business

Response:

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,

Executive Senior Call Center Agent

Hotwire Communications, LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I called regarding slow internet service. The community in which I live has a contract with Hotwire, customer service calls were avaialble on Saterday when the contract was started- They now refuse to provide customer service house calls on Saterday there is a 4 day wait for service on weekdays only and if the call is missed Hotwire charges a fee for a missed appoitment however when they do not show up during the designated time slot they still

The company has changed the service after the contract for the community was signed by removing service calls on Saturday and charging for missed appointments If the tech does not show up there is risk the tech to CYA can say the consumer was not home. and then the consumer is wrongfully charrged a fee.Desired Settlement: To restore service on Saturday and remove the missed service call fee that was not stated in the contract with the community

Business

Response:

Review: I have twice tried to settle a billings issue with no results. The company billed me for cable usage that I did not receive. They also charged me for digital receivers that I did not have. Each time I called I was told that it would be corrected. I just received another bill with the balance on it.Desired Settlement: I want my account to be adjusted and closed.

Business

Response:

Dear [redacted]:

Review: The Internet is out more than it works. We can lose hours up to days without service. The television pixilated more than it is clear. This has been on going for 9 months with no resultion.Desired Settlement: To receive dependable and consistent service.

Business

Response:

December 1, 2014

Review: I recently moved into an apartment complex next to my duty station, [redacted]. The complex has a contract with Hotwire Communications to provide internet services. I contacted Hotwire multiple times to send a technician so that I could access the internet and be provided a capability to better do my job. Since I have been unable to access the internet, I have been out of communication with the rest of my team and have been forced to guess all the equipment that I need everyday for training. As of 5 PM today, I have placed 6 telephone calls. Those who responded were either rude, unhelpful, or outright lied. One person claimed that the router in the apartment was not provided by Hotwire, two people claimed it was. No one was able to provide any information more than that.Desired Settlement: I want Hotwire to provide a way for me to access their services as the contract specifies.

Business

Response:

Ref: [redacted]

Dear **. [redacted],

We appreciate **. [redacted]’s comments and concerns and we sincerely apologize for any inconvenience that he has experienced.

Recently I tried reaching **. [redacted] via phone and email, but was unsuccessful in speaking with him directly. Upon reviewing **. [redacted]’s account the reported issue regarding his internet connection has been confirmed resolved by our technical support team.

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,

Executive Senior Call Center Agent

Hotwire Communications, LLC