Time Warner Cable's New York City Region

Review: The company has double-billed me for services and refuses to correct the issue.Desired Settlement: I would simply like them to refund my bank account for the amount that has been overcharged. I would also like an apology for them

Business

Response:

TWC apologizes for the difficutly. Steps have already been taken to address the customer's concerns. On 8/**/14 a follow up message was left advising the customer of TWC's actions.

Review: TWC is calling my home, on long island, for an account that is in california. I have spoken several times to customer service in regards to this issue, since I again live on long island where they do not even offer service. I was assured they would correct it, but it wasnt. I spoke to them again and, well, the person was not very helpful. He asked my account number, I dont have one as I do not have an account. Apparently because I do not have an account, my problem is not fixable. But they are still calling my house. 5 times today alone. And because of the time difference, these calls are late at night, waking my children.Desired Settlement: Stop calling my number

Business

Response:

[redacted] spoke with [redacted], who confirmed that one of the agents from California that she spoke with was able to correct this issue , and that she is no longer receiving the calls.

Review: I purchase Time Warner Cable for myself and my 2 roommates when I moved into NYC. The was fine when it actually worked (which was probably 3/4 of the time), but that's not why I'm filing this complaint.

I had to leave the city about 6 months after I arrived, and when to cancel my cable contract. The rep I spoke with on the phone that handled the cancellation said that I had to remove all my equipment from the apartment (about 100-150 lbs of metal boxes), and that they would mail me a box to drop off the equipment. I left and removed said boxes, and lugged them with me out of the state. About 1 week later I receive a phone call from a nice man who was sent to my former apartment to pick up the equipment (this would have been SOOOOO much easier for me). I tell him the situation and he says that the main office will send me some boxes (with postage) to send in the equipment. 2 more weeks go by and I call the main office a few times and receive the same terrible customer service (really, I mean the employees just have an awful outlook on life, or they just constantly wake up on the wrong side of the bed, I ramble... ) where I am just transferred around the company, out to each borough and back, put on hold and then hung up on... Needless to say, nobody had a clue about anything and no boxes have EVER arrived (to this day).

Cue the harassing collections phone calls!! Now I get about 10-15 calls per day from some of the most obnoxious debt collectors... and I tried talking to them, guess what... they don't want the boxes either!!!

Doing business with this company makes you, literally... want to jump out of a window.Desired Settlement: PLEASE HAVE TIME WARNER SEND ME SOME CARDBOARD BOXES WITH POSTAGE SO I CAN SEND THESE METAL BOXES BACK TO THEM AND STOP RECEIVING HARASSING COLLECTIONS CALLS FOR THE BOXES NOBODY SEEMS TO WANT.

Business

Response:

As of this date equipment has not been received, fees apply.

Review: My husband contact TWC over the phone I believe in beginning of June to request to take down their box. It was not even our service, it was there before we bough the house, probably from previous owner. We didn't really bother with what the box was until recently us and our child got stung by a wasp several times, which made us concerned. Wasps made a nest inside TWC box this or possibly last year. We were trapped outside our house for several hours since that box is locates outside until exterminator came at OUR expense.

Next day my husband called again and no one ever called him back. I emailed TWC support last week just to have a proof of us contacting them about situation, but it has been now 6 days and no one got back to us, not TWC representative, not local team. I want the box off my property ASAP. It is open and if my child gets finger caught in there, I would not be very happy. Someone has to take responsibility.

Not even that, I dont have to call 6 times and get frustrated about this.Desired Settlement: take down their box off my property

Business

Response:

Work is scheduled for today, follow up will be done on 11/*/14.

Review: I on or about April [redacted], 2015, I calked and spoke to a Time Warner representative, and asked her to help me find a internet and basic TV service, and we were on the phone for a while going over the possibilities. I just made a hard transition and my funds were low, and I wanted to get a less expensive plan than I already had. By the end of that long call, I had agreed to an iternet and TV deal that she said- and very CLEARLY, she said it would come out to about $76 or so a month including alll extra charges. I am very wary of charges that are added to the bill, so I was very clear about what we had agreed upon. The next month when I got my bill, it turns out she signed me up for a more expensive deal which was around $120 a month, which I never agreed to! And I am 100% clear on what we agreed on when we got off the phone! I then called spoke to another representative when I got that bill and she when she heard my problem, gave me to her supervisor, who told me they would review the phone call, which they record, and I have no problem with that, and they would get back to me in four or five days, and that never happend! Every few days I called back, I went through the same thing, winding up speaking to a supervisor, that said they would resolve the problem and get back to me which they never did! At least six times I called to try to resolve this, and I'm talking about over an hour on the phone each time! Then I received a letter in the mail from a collection agency looking to collect the amount of money for the services that I never agreed on! Diring the period I was waiting to hear from them,they turned on, and then they shut off my cable and Internet, so I didn't have any consistent service from them for the month of May and June. I wound up paying them what they wanted, which was more than I truthfully oowed, and now I have no Internet service in my apartment, nor do I have any cable TV! I'm disabled, so having a good Internet connection is important to me! I had to drop Time Warner, because what they did was inappropriate, and immoral, and their Customer service showed utter disrespect, almost in every instance! Where I live there is basically Time Warner. I have Time Warner is the only one that I could use in this apartment! I would like to have service from them, but I am very ambivilant about doing busines with them now. This means I am without Cable and internet! If they showed good faith, this would help a lot, because I'm afraid of retribution from them if I call them to get service again! The treatment of me was really lousy! Any help with this would be really, really great! If you have any questions please feel free to contact me.Desired Settlement: I would like Time Warner to review the phone call that will show that my complaint is valid-if necessary. I would like to reconnect with them, but I need to feel that it's in good faith, because I lost all faith with them, because of my experience with a number of their customer service individuals. If they could contact me and help me reconnect with their Cable/Internet, in good faith, that would be the preferable outcome.

Business

Response:

Ms. R[redacted] has left messages on 10/** and 11/*, she awaits a reply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hello, I haven't received any messages from Ms R[redacted], or anyone from Time Warner. Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

11/*/15 9:47AM - I LEFT A SECOND MESSAGE ON THE HOME ANSWERING MACHINE, CONTACT EMAIL SENT..[redacted]

I had to close my account with Time Warner Cable because I moved to a building where another service provider was already included in the maintenance.
I closed my account on 12/*/2015, and was not instructed to do anything.
On 1/**/2016, a collection agency called me to tell me I owe money to Time Warner?? While I never received a bill from them?? The collection agency told me, it is for a modem I did not return, but when I closed the account, I was never told I had to return the modem!
I am not happy at all, first no instructions, then no bill, and now collection agency!?!?

Review: My Time Warner cable service problem started on 9/**/13 where I would get pixelation (micro-blocking) across the screen and audio drops on both of my cable boxes. Time Warner has sent over 5 technicians to my residence from a level 1 tech to crew chief/forman. All technicians that have come to my residence have said the same thing that the problem is not in my home. I have had a whole cable wiring done in my apartment and still the issue still exists. This has been going on for 2 months now with no resolution in sight. Time Warner has sent the plant crew that works on the outside and they didn't find any problems. There has been very terrible lack of communication from Time Warner. They don't get back to me or keep me informed on the status of the issue. I'm always having to call the back to get information. I'm getting the run around from Time Warner.

I'm very upset with this situation that my cable service has been affected for a long period of time. I keep calling ** corporate to get results and I'm waiting sometimes 3 or 4 days before someone gets back to me. This is a disgrace from Time Warner.Desired Settlement: I want my cable service to be fixed once and for all.

Business

Response:

TWC is investigating the matter raised by the customer, final determination is pending.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[My cable service issue is still outstanding and Time Warner is taking along time for resolve my issue it's been over 2 months already.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC regrets both the difficulty and the inconvenience the customers continue to report. TWC's technical operations and field staffs have monitored the Klinks' services and signal levels. They have consistently worked well within established guidelines. When our staff have been on site they have not witnessed the issues the Klinks continue to report. They also have been unable to replicate the issues. TWC is not stating the issues do not exist, we simply cannot see them and as a result cannot address them. It should be noted that there will always be micro-tiling, it will happen but only on a very limited basis, usually when there is a problem with the transmission of the channels themselves. This cannot be prevented. Based on our extensive actions and observations TWC is concluding the services are working.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On March ** 2014, I noticed an offer on the Time Warner Cable website for the ‘Turbo’ cable Internet service (up to 20Mbps down, 2Mbps up) for $44.99 a month for 12 months. As a current TWC customer paying the same amount for the ‘Standard’ cable internet service (up to 15Mbps down, 1Mbps up) this seemed a good offer, so I started the online ordering procedure for it.

At the end of the ordering procedure, I received a notice by e-mail that said I needed to contact TWC to finalize the order. When I did that, I was told by the TWC rep that the offer was not valid for me as an existing customer, and that I would only be able to get Turbo internet at the additional cost. I pointed out that during the online ordering procedure, this limitation was not shown at all and that therefore the ‘Turbo Internet for $44.99 a month for 12 months’ constituted a valid offer made by TWC and accepted by me, and therefore should be honored by TWC. The TWC staff I talked to (both in Sales and in ‘Customer Retention’) did not agree; I therefore discontinued the conversation.

I went back to the TWC website immediately after to go through the same order procedure again, this time using screen capture software to record the whole sequence in a video, with the intent of reporting the incident to Revdex.com. This video can be viewed on [redacted] . As you can see in the video, there is no mention whatsoever that the offer is not valid for current customers – the only reference to a limitation is in a footnote visible from 1:00 (highlighted by my cursor), which only applies to what seems to be ‘triple play’ packages, and not the Internet-only product I am ordering. This time around, however, the ordering sequence ended in a confirmation message (see [redacted]) that the order was processed. And sure enough, after re-setting my modem, my internet speed had gone up from Standard to Turbo. I therefore concluded that apparently, Time Warner Cable had followed through on the offer after all, as it is legally obliged to. I decided to not take further action at the time.

However, on April [redacted], I received my monthly TimeWarnerCable bill, and it showed a $10 monthly charge for the ‘Turbo Upgrade’, on top of the ‘Standard Internet’ fee of $44.99. As you can see in the video, the confirmation at the end of the online order process showed a $0 amount for the Turbo Upgrade; in other words, TWC ended up billing me $10 per month for this upgrade, rather than $0 as it promised when I ordered the service.Desired Settlement: I want TimeWarnerCable to provide me with a ‘Turbo’ internet connection (with its advertised speeds) for $44.99 a month for 12 months, and reverses the $10 ‘Turbo Upgrade’ charge on my April TWC bill and any other bills that it may have appeared on issue being resolved.

Business

Response:

In addition to the phone message he left for [redacted] today [redacted] sent [redacted] an e-mail advising that he was able to apply the special promotional rate that [redacted] referred to in his contact of the Revdex.com. [redacted] advised that effective today (5/**), [redacted]' account is set at the $44.99 rate for Standard Internet plus Turbo. [redacted] noted that the promotional discount has actually been applied to the Standard Internet portion of service – Standard Internet is now being billed at $34.99 for the duration of the promotion. When the 12 month promotion expires on 5/**/15, billing for Standard Internet service will then be resumed at the regular retail rate for Standard Internet service that is in effect at that time. The Turbo Internet rate of $10 per month is subject to change; the $34.99 Standard Internet rate will be in effect for 12 months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We had scheduled Time Warner Cable (TWC) to upgrade our cable card for TiVo. They were scheduled to arrive at our apartment on Tuesday, June ** between 9 and 10 am. At 8:50 am, I received an automated call from TWC saying that our technician would be arriving shortly. In fact, I got 3 such automated calls from TWC within 5 minutes. Then, I received another call from TWC saying that the technician didn't have the right part in his truck, and asked if they could reschedule for between 11 am and noon. I said OK. At 12:30, TWC still had no showed up, so I called TWC and they said that he would be there shortly. Nobody showed up. At 2 pm I received another automated call from TWC that the technician would be arriving shortly. Nobody showed up until after 3 pm. The technician was there for a while, but then said he needed to "step out." He was gone for an hour! At 4 pm, I called TWC and asked them for the status, but they couldn't figure it out. He finally showed back up, with someone else, and finally performed the service. They left at 4:45 pm. For a service for which I had a scheduled appointment between 9 and 10 am. I wasted my ENTIRE DAY waiting for these people for a SIMPLE PROCEDURE. This is absolutely inexcusable.Desired Settlement: I would like the service to be complimentary, and I would like a billing adjustment for the horrendous treatment and service I received.

Business

Response:

An $80.24 credit has been issued, in good faith and a message was left in follow up. This reduced the account balance to zero. Prior credits totaling $140.95 have also been applied. Customer is enrolled in discounted package.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Our internet connection has been out for 2 days. Time Warner says that to fix it we would have to pay for a technician to come out. It is their product and service and they should fix it without cost. We are paying for a service they aren't providing.Desired Settlement: Repair service free of charge and refund for missed days of service.

Business

Response:

A repair call arranged for 8/**/14 with [redacted] was cancelled as the area was in an outage. Customer has [redacted]'s direct number for future assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I requested Time Warner give me something in writing stating there would be no charge for the appointment. Since they won't provide this I cancelled the appointment for fear of being charged. I will request something in writing per instructions by their agent.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Customer has arranged a repair call on 9/**/14 to address the issues.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The problem seems to have fixed itself through no action of TWC's.

Sincerely,

Review: I initially contacted Time Warner on March *, 2015. My reason was due to a charge on my bill. In February, I paid my bill in full through thr automated system. I didnt key in any numbers. The automated system asked if I wanted to pay the total amount due, I said yes. I paid a total of $349.31. I received my new bill and it idicates that I have an unpaid balance of $38.42. I immediately called Time Warner.

I was connected to a representative who said his name was [redacted]. After I explained to him my reason for calling (the $38.42 unpaid balance) he said he was crediting my account for that amount. He then said he wanted to review my account to see if he could save me money. Shortly after, he offered me an upgraded plan called "Best Triple". He told me all of what it entails. He said it would be $150 and some change after taxes and that all I had to do was give him the green light to schedule an installation appointment. I told him I already have 2 boxes so an installation of what? He said he was upgrading my boxes so that I'd have a better DVR system. He said he was waiving the installation fee. He assured me that the only fee I would see on my next bill was $150 and some change for my new services. He then said he was giving me a $5 off coupon so my bill will be $145 after taxes. I was excited to be saving money and have upgraded boxes so I said yes to all of the changes. I set a date for March *, 2015 for the installation.

I called Time warner on March [redacted] because I wanted to confirm that Im not obligated to pay anything extra on the day of installation and afterwards. The representative told me that there was an installation fee on my account and that my next bill was $181 and some change. At that point I lost it. I asked her to play back the recorded conversation from March [redacted] when this guy [redacted] promised me all of these great savings that I didnt ask for. She told me she couldnt play the conversation and that she would put in a request for that representative to call me within 24-48 hours. She then transferred me to someone else that told me the only notes she sees on my account from the [redacted] was from someone with the initials "[redacted]" and it didnt say anything about the credit of $38.42, nor waiving the installation fee. If his initials are [redacted] then who is [redacted]?? She was able to lower the bill but not down to the $145 that "[redacted]" promised. She also said she couldnt play the recorded phone call from March [redacted] and that I had to go into a payment center for help. Going to a payment center is an inconvenience for me because it is far. Besides, why cant someone over the phone simply replay the conversation??

I would like someone to get to the bottom of what's going on because having a representative tell me he's going to fix my bill and not do it is unfair to me and to have him put all of these extra charges on my account is beyond unethical! And I still havent received a phone call from the initial representative!Desired Settlement: I would like the $38.42 removed from my bill because I paid my bill in full back in February. Also, I want the installation fee removed, and I would like my bill set at $145 after taxes as the person I spoke to on March *, 2015 told me it would be.

I also want to find out who the [redacted] person is. And if his name is reall [redacted], why does he initials say [redacted] Once the conversation is retrieved, he's clearly heard saying his name is [redacted] because before I got off the phone I asked him his name!

Business

Response:

On 3/*/15 [redacted] apologized and addressed all of the customer's billing concerns. [redacted] offered future assistance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I didnt receive an apology from a person named [redacted]. I spoke to [redacted] who said she will make the necessary changes to my account. I havent received my bill yet to know if what she said was true. I never received a call from the initial Time Warner representative as I requested, to explain to me all of the confusion due to the lies he told/sold me on March [redacted]. Therefore, my complaint is still open until I receive the above.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[Your Answer Here]I didnt receive an apology from a person named [redacted]. I spoke to [redacted] who said she will make the necessary changes to my account. I havent received my bill yet to know if what she said was true. [redacted], [redacted] did make the necessary changes which are confirmed on the billing statement of 3/**/15. I never received a call from the initial Time Warner representative as I requested, to explain to me all of the confusion due to the lies he told/sold me on March [redacted]. Therefore, my complaint is still open until I receive the above. Hopefully, [redacted] actions have addressed the customer's concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I scheduled a technical appointment with Time Warner cable for 2-4pm today, November *. It is not 6:37pm and the technician has yet to appear. I have received indication from Time Warner that he still plans on showing up, but I have lost patience with staying captive in my apartment waiting for the tech to show up.Desired Settlement: I have already been given a $25 credit because the tech has failed to come within the given window, but frankly, I feel as though I should be given additional credits as I've wasted my entire Saturday afternoon waiting for this [redacted].

Business

Response:

Credits of $25.00 + $34.99 + $51.98 issued as requested.

Review: We received a letter from time warner cable in october 2013 informing us that our contract at the rate of $124.19 was coming to an end in november.I called in november and was offered an extention of the contract for a further 2 years at the rate of $124.19We received another this week which is almost identical to the one we received in october 2013. Only this time it informs us that our contract rate at a slightly higher rate of $129.19 is coming to an end. We made numerous calls to time warner cable today, however we keep getting transferred and no-one seems to understand the issue, and almost 45 minutes and 8 reps, nothing has happened.Desired Settlement: We would like time warner cable to honor the 2 year extention at $124.19 which was accepted november 2013 for 2 years.

Business

Response:

On 1/**/14[redacted] apologized and offered to apply monthly discounts totaling over $20 per month for 24 months. Customer accepted.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received a telephone call from Time warner cable in relation to my complaint. The consultant was not very knowledgable and did not know how to access the notes. I asked to speak with her supervisor after explaining the situation numerous times. I was informed I would recieve a call by her supervisor, however I did not get any call back.

The response from time warner cable is false, as the consultant did not know anything about the issue, let alone offering me any type of credit.

I would like timewarner cable to get a manager to assist in resolving this matter.

Sincerely,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I was charged for extreme internet as well as a modem/router for one year without receiving this service. When I called Time Warner to inform them, they refused to refund me for the service I paid for, but was not provided with.Desired Settlement: Refund of $312. I was charged $20 a month for the extreme internet and $6 a month for the modem/router. Over 12 months, I paid $312 for service/goods I did not receive.

Business

Response:

TWC's records do not indicate there is a basis for credit. Records indicate customer received service in question for free, as a result customer is not entitled to credit.

Review: I've been going back and fourth with the company for a few months. My monthly bill is 170 a month I just paid 180 on the [redacted]. I also pay my bill every month around the twentieth. I somehow have a balance of over 300 dollars of unfair fees. I then was contacted and told to pay 190 by July [redacted] if explained I could not pay 370 within 30 days also these unfair fees when I pay consistently every single month. They then in an attempt to frustrate me kept transferring me from department to department and supervisors never contacted me back. Also disconnected me numerous times online and by phone. When I finally reached the [redacted] if that is his correct name because he was hesitant to give it to me afterwards, I explained my frustration and said I was not happy being a customer paying unfair expenses he then threatened me to pay or he would hurt my credit. I am mentally exhausted and have bank statements and phone records to back this up. I would like some resolution and an apology from the company.Desired Settlement: As stated above a billing adjustment also compensation for stress and loss of work dealing with this situation.

Business

Response:

TWC APOLOGIES FOR THE DIFFICULTY. TWC HAS RECENTLY CREDITED A $5.00 PAYMENT

TRANSACTION FEE AND AN $8.50 LATE FEE. THE ACCOUNT IS CURRENTLY IN PAST DUE STATUS AND IF IT REMAINS

PAST DUE ADDITIONAL CHARGES MAY BE INCURRED. FURTHER CREDIT

IS NOT DUE.

Review: I’ve opened this case in order to collect reimbursement for damages to my property caused by Time Warner Cable Inc. during initial service installation, and subsequent costs associated with fixing said property.

I’ve owned a Tivo Series 3 (TCD648250B) since November 2007, and have used it previously with both [redacted] and [redacted] over the course of those 7 years. With both previous cable operators, I’ve had 2 cablecards installed to make use of dual tuning capabilities. I requested 2 cablecards to be installed as part of my Time Warner cable service which began 3/**/2014.

Time Warner Cable sent a technician out on 3/**/14 in order to ready my apartment for service and install the 2 cablecards. The first card was installed by the technician and configured fine. The second card was installed by the technician and did not work correctly. The tech stated that he thought it was a faulty card and needed to get a replacement, however I took a closer look at that point and and noticed that the card was bent. The tech had tried to jam it in and had caused several pins to break in the Tivo cardreader slot. Once the pins are broken, the cardreader is useless and therefore dual tuning is useless.

The tech gave me the phone number and email address of a Time Warner business unit that specializes in handling damage claims. The number is ###-###-#### and the email address is [redacted]. I believe the representative I spoke with was [redacted]. [redacted] was initially very responsive to my claim request, until I told him how much a replacement Tivo with lifetime service costs (~ $900). He told me that Time Warner Cable couldn’t help me and would not process my claim.

Being out of options, I took matters into my own hands. I immediately added a set-top box to my account for 1 month at $15.25 in order to maintain TV service during this period.

I sent my unit into a Tivo repair company called Weaknees. They were unable to repair the damaged cardreader assembly, and I was not reimbursed the initial shipping cost of $27.78. Further, the power supply of the Tivo unit was damaged during shipping, which forced me to replace several power capacitors in order to get the PSU working again. These capacitors cost $17.18.

My next step was to purchase a used Tivo Series 3 (TCD648250B) off [redacted] in order to get a working cardreader assembly. This used Tivo cost me $116.40. I successfully swapped the cardreader assembly and replaced the capacitors on the PSU. At this point (5/**/14), I had a fully working Tivo unit. I took the set-top box back to Time Warner Cable and procured an additional cablecard.

Here is a list of the costs I was forced to cover. I have receipts to prove each item:

$15.25 – TWC Set-top box cost for 1 month

$27.78 – Initial shipping cost to Weaknees

$116.40 – Used Tivo Series 3 (TCD648250B)

$17.18 – Replacement capacitors

Total cost: $176.61Desired Settlement: In summary, the $176.61 that I was forced to spend in order to repair the damage caused to my Tivo by a Time Warner Cable representative needs to be reimbursed by TWC. It is the responsible thing to do as they were responsible for the initial damage that caused this. I’d prefer the cost be reimbursed directly to my TWC account. The only alternative will be to keep this case open on the Revdex.com website in order to warn other potential TWC customers about the risk in doing business with them.

Business

Response:

On 7/*/14 a follow up message was left stating the TWC technician and foreman have denied causing any damage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Time Warner is not acting in a responsible manner here. They did cause damage to my Tivo and are refusing to acknowledge it.

Please leave this case open to the public so everyone can see it. Hopefully this will dissuade others from using this service if they have an alternative.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC regrets the customer's dissastifaction with our reply, however, TWC must stand by the report of our field foreman and technician. They state they did not cause the damage. TWC is not accusing the customer of filing a false report, TWC is merely reporting the information provided by our field staff.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

TWC refuses to rectify their mistake. You can mark the case as closed however please make sure it shows that I was not satisfied with the response.

Also, I'd prefer the case to be viewable so others can reference it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We received a replacement cable box and called the customer service number to activate; the customer service agent tried 3 times to upsell a "bundle" that we were not interested in. After the phone call we discovered that the representative had initiated the "bundle" offer without our authorization. When we attempted to fix the problem, we were told that it was already in progress and unable to be rescinded. We were advised to tell the technician who will be visiting our residence (again, without our authorization) that we decline the service. Numerous and lengthy phone calls to Time Warner resulted in no change.Desired Settlement: Revert our account to the original settings before the rogue customer service agent changed it to the unwanted "bundle"

Business

Response:

On 8/**/14 a representative apologized for the difficulty and inconvenience. The packages and rates were reviewed. Customer settled on a new package and considers the matter resolved.

Review: My cable TV is a dreadfully inferior service,has crashed on numerous occasions, I have had to spend hours upon hours dealing with this. The "on demand" stops functioning so often, I can never depend on it. They have given me small compensations, but in the end the service is still malfunctioning. This has been going on for years, I have had several engineers here, they say it's the splitter, or the box, or they go the roof, it works for a few days and then stops again. They expect me to sit here again and wait. On third level engineer said that the system is overloaded in this area, my neighbor downstairs closed her account because she was so frustrated. It is not working right now, and I had an engineer here last week because it was off for the weekend. I believe they owe me three years compensation, and an answer to the problem, I have put up with the problems for that long.Desired Settlement: Free service for 3 years and a solution to the issue

Business

Response:

[redacted] has spoken with [redacted] on this matter, confirming the returns from our technical operations department which report that the customer should have their cable rerun. [redacted] has advised he does not want any further technicians at this time. [redacted] has provided her contact information, so if or when the Turners decide to have the cable rerun, they may contact her for assistance. Time Warner Cable presently considers this matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My husband spoke to a Lady called [redacted] at Time Warner-she is only available between 9 and 5 I work at a job at that time, that does not allow me to make calls-my husband did call back to try and arrange for yet another technician to visit our apartment-[redacted] was on another line-my husband left a message to say when he could be there to allow the technician in. He didn't hear back until several days later, [redacted] left a message giving the impression that she was not informed. He did speak [redacted] a couple of times before this,she said that there is indeed a problem with our Samsung box, my husband explained that this is what we are told every time, and that the box in question was only installed recently. Of course we will try to arrange yet another visit, but again it's on our time, and we have no faith in these visits any more. The on demand has'nt

t worked since we began this process btw. The matter has NOT been resolved, and we feel that the service has been inadequate for at least three years. We will arrange for the technician, But I am sure it is NOT the box.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is untrue, I have called back and left a message, I also said in my last response that the ideal time to call me is 7pm on most nights. I have not received any calls at that time. It is time for you to put somebody professional on this job. I am so tired of bending my schedule to suit your inadequacy. I will be here tomorrow night, Wednesday, at 7pm.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

TWC appreciates the customer's situation, however, the team dedicated to resolving this case is in the office between 9:00 AM and 5:30 PM. After those hours customer can be assisted by calling Customer Support at ###-###-####.

Review: I am a customer of Time Warner Cable. When I signed up for their cable service (August 2014), I was assured that I would be provided HBO free of cost for the year. However, they are now charging me for it and refuse to give it to me free of charge as I was promised. The person whom I spoke with offered it for a year but she only put in her notes that they were giving it for one month. They are not honoring the agreement and it is unfair and I would like to file the complaint with the Revdex.com.Desired Settlement: I would like them to give me my agreed upon free HBO for one year (until August 2015).

Business

Response:

Monthly credits are being applied to the customer's account, in the amount of $15.95 to offset the fees for HBO, for one year only. At the end of the 12 months customer must call to drop HBO or be responsible for the fees.

Review: My internet has provided inconsistent service, at best. I have to re-set it daily. My television service now also has become inconsistent, with no channel guide and only minimal channels showing up. I have spoken with technical support about both issues, both of which continue. I was informed that no service appointments would be available for a week or so, and I would be called back to set one up. I recently had a service appointment, but the issue persists, so I don't want to waste another evening waiting for them. There has been no way I have found to submit written complaints or requests for help.

I called to change my TV plan to one with fewer channels, and was changed to an incorrect plan. I was disconnected from TWC when attempting to deal with this on the phone, and online support was unable to assist.

When speaking with representatives both on the phone and online, every person just transferred me elsewhere and my issues have still not been resolved. This is a waste of money for services which work minimally, at best. Unfortunately I have not been able to find another provider who services my building.Desired Settlement: I have requested a refund for at least two weeks service of TV and internet.

I would like to have internet and TV services fixed (which I do not need to re-set daily), as this is a waste of both time and money.

Business

Response:

On 10/**/14 customer verified that the services are working and all of her concerns have been addressed.