WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/05/21) */
The issue with the missing screws from the desktop PC have been investigated on our end. We do not allow our technician to work on any equipment other than our own equipment and have no proof this was completed. These screws will not be...

replaced. if you have any further questions please contact customer care.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You do not know what your Technicians are doing at all!!! It's sad that you truly believe that your Technician would not touch something he was not supposed to. Well, [redacted] did a few things he wasn't supposed to that day; 12/9/14.
I know he worked on computer tower, trying to see why it wasn't working and he just forgot to put the screws back on. That tower works every now and then and I told him not to just connect his modem/wires, etc. Do not worry about it not working!!!
I wish I that recorded like I have him on recording for everything else. Just as I wish I definitely recorded the conversation [redacted] being rude.
Final Business Response /* (4000, 10, 2015/06/02) */
if you need assistance with anything else please feel free to contact customer care at 866-496-9669.

We have reached out to this customer to clear up his billing concerns and are making arrangements with our local management team to have his Internet problems resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am doing this based on the response that they have...

taken the balance to $0.00 in their message posting.  Thank you so much for your help.
Sincerely,
[redacted]

This issue was forwarded to our local management team to resolve this issue for the customer. As of 9/19, the customer reported that the issues have been resolved.

As we have previously stated, we are not able to provide free modem rental on this account. We apologize if there was any miscommunication by our representative and have offered the customer the option to be released from the annual service agreement, without penalty, if he is not willing to either provide his own compatible modem or pay the lease on ours.

We have attempted to contact the customer twice by phone (left voicemails on 9/21 & 9/25) and once by email (9/21). There has not been any response to our attempts to contact. Customer is welcome to reach out to us by responding to those calls or email.

We have offered this customer a reasonable credit amount due to the intermittent service issues. We have offered to provide a credit of $386.05 as long as a payment for $512.11 is made. There has been no payment made to this account and therefore we have not provided this credit yet. If the customer chooses to make this payment we will apply the credit and start working on the service issues again. We have attempted to contact the customer to remind them of this offer but have not heard back from this customer. It also appears she no longer wishes to work with us on this issue. Therefore, we are closing out this issue but if the customer would like to work with us on this we would be happy to help.

Initial Business Response /* (1000, 5, 2015/04/23) */
We provided the package that you requested for $40 no including equipment charges, fees and taxes. AS you stated during the call with the sales agent you did review the small print that does provide this information. Please give customer care a...

call at 866-496-9669 to set up arrangements to have the equipment picked up.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Speaking with the sales agent, an $8/month 'broadcast fee' was NEVER mentioned. In the world of fraud, hidden information is just as much fraud as false information. Your company perpetrated a fraud with me. Once I called you out on your fraud you then attempted to raise the price even more. That is termed 'bait and switch' which is another fraud.
When I tried to make arrangements to have the equipment picked up the service rep said it would cost $50. There is absolutely no way I'm giving you $50 to remove the equipment with which you tried to rip me off.
Final Business Response /* (4000, 13, 2015/05/07) */
As I stated before this information was listed on the flyer that you stated you read to the sales again. Please give customer care a call 866-496-9669 to make arrangements to have the equipment picked up or return it the local office to avoid any further charges on the account for the equipment.
Final Consumer Response /* (4200, 15, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, $8 'broadcast fee' was not listed on the flyer. You are committing the fraud of 'false advertising'. A fee that is 20% of the advertised cost is not reasonable; it is fraud. Had it been actually 'listed' as you falsely claim, there wouldn't be a problem. Quite simply, you are a liar.

They took $80 form me and promise that my service would be restored when instead they cut it off the same day because of my brothers account which has nothing to do with me that was a sneaky way of getting $80 out of me thats  Bad Business practice I have attached to this email  a phone call  with the lady promising service  after the $80 payment. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We have not been able to make contact with this customer. We left a voice message to return our call. We will be happy to assist once we can make contact.

We found that, due to an error on our part, the customer's balance was not corrected and was sent to collection. We have issued a credit to refund the amount paid and are sending a request to have this removed from the customer's credit. We apologize for the inconvenience this has caused and...

trust that this resolution will bring this matter to a close.

The customer elected to cancel her service. As such, we consider this matter to be closed.

Initial Business Response /* (1000, 6, 2015/12/01) */
We have had a technician deliver the remotes to the customer home to ensure they where received.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
WIdeopenwest provided the replacement equipment, but did not honor the promise to reduce contract rate, but instead increased the rate. This is not what was promised, as does not demonstrate good faith or fair business practice.
Final Business Response /* (4000, 10, 2015/12/08) */
We have corrected the billing to reflect a lower rate as the customer requested.

We have resolved the service issues at the home and the billing concerns the customer had. We are assuming this case closed as we have provided a resolution for both issues.

Complaint: [redacted]
I am rejecting this response because:I have talked to wow cable internet phone people and they shut off my services even tho I paid for this whole month so I want them to pay me for the 9 days I have left they are saying I called in and ordered movies and I know I didn't call them I had my demand blocked and they unblocked it so I want my services back on until my bill is due again. 1 person tells me 1 thing and another person tells me something else I don't understand how they can take my money for service then shut me down before the month is up.I want my money back for the rest of this month because I paid my bill of 144.00 this month and they shut me off today how can they do that.I still have 9 days left.
Sincerely,
[redacted]

Local field management has corrected an area issue that would have been impacting the customer, this was done on 9/21.  Could not be reached via phone to inform.  A door tag was then left for contact information if any issue persisted.  Sent a follow up email inquiring how services...

were working on 9/25 which has also not been responded to.

WOW! does not make any guarantee of providing firmware updates to customer-owned modems. We do not have any updates available to this equipment at this time.

We agreed with the customer request and will make sure he is not charged past the 22nd of June.

Initial Business Response /* (1000, 11, 2015/10/19) */
I apologize that you where having speed issues with your internet service with us. I have placed a credit on your account for the cost of service for 8 days that you reported having this issue. We will not reimburse you at your requested rate....

In our terms of service we do not mention an 80% reliability guarantee. We do however try and use that mark to help troubleshoot issues if something repeatedly falls under that we need to address that issue. If you have any further concerns please let us know.

We have attempted to contact the customer to resolve this issue and have had no success. However it does appears he has called in and spoken to someone about the service issues and we setup a technician to come to his home that he canceled shortly after setup. We would be glad to offer the customer...

compensation for the 4 days he was fully out of service that we have documented. That being said we will not provide a month of free service for that time.