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Business Profile

Satellite Supplies

Shaw Direct (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Satellite Supplies.

Complaints

This profile includes complaints for Shaw Direct (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/04/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** reconnected me with NO option to cancel their services online Dec. ** 2024 having a credit balance of ***** before this date. Shaws equipment wasnt even powered up NOR did I follow the instructions on the email sent Dec *** to be reactivated?The customer *** in the chatroom wasnt authorized to cancel the service or direct me to a ***resentative that could, only to their automated telephone system.I wasted 6hrs of my time on hold in their automated phone system only to have their customer service *** make out he couldnt hear me and hung up!All the extra billing added on monthly even when the threats of services to be cut off for the past * months, now a collection agency! Can they not tell if their equipment is in use? No response to customer complaints on their ******** page.Nothing like being bullied into their servicesthey are requesting their equipment back now along with a ***** **** for services that I never used nor reactivated at my end?I hope I never encounter another business like **** in my lifetime again!

      Business Response

      Date: 14/04/2025

      Good day,

      We have spoken with *** ***** and resolved this case, as such both Shaw Direct and *** ***** consider this matter resolved.

      Shaw Direct - Customer experience Support team
      ***** ******

      Customer Answer

      Date: 16/04/2025

      Thank you BBB !

      Ive returned Shaws equipment, the extra monthly billing from when **** activated my account of $ *** without my approval is now a zero balance and the collection agency is to be notified. It took recorded telephone calls of their *** not ***lying and hung up after being on hold for ****. So glad the company records them!  Keep it simple, always works!

      They didnt give the **$ credit I had prior to them reactivating my account but having a zero balance and the collection agency removed from my life is all worth the complaint, they can keep it!

      Thanks Again BBB

      Customer Answer

      Date: 16/04/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** Acres

      Customer Answer

      Date: 17/04/2025

      Im still receiving calls from a collection agency April **** and **** which **** was to cancel since we agreed on a zero balance on April ****.

      Business Response

      Date: 21/04/2025

      More Information...

      Good day,

      We have spoken with the customer and reminded them of our previous conversation where we indicated the collection calls will stop once the receiver is returned and processed. As such both Shaw Direct and the customer consider this matter resolved.

      Shaw Direct - Customer experience Support team

    • Initial Complaint

      Date:07/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a Shaw Direct ( previously Star Choice ) for **+ years. My previous experience with **** **************** has been stellar. Unfortunately I no longer feel that way as I am extremely frustrated & disappointed with my recent attempts to connect with a Loyalty representative regarding an ongoing billing issue. In fact I have made a number of calls to speak to someone for the last *+ months with no success! The company has reduced its hours and days of operation for current customers, and the wait times are absolutely ridiculous with me being on hold for *+ hours on any given call without EVER having spoken to anyone. I even tried the online chat route in hopes of getting through after already being on the line > 1 hour but that failed miserably as well as I was told I was # ** in the queue...SERIOUSLY!! Furthermore, I have sent * separate complaint emails via the **** Management Complaint route in the last week with no reply whatsoever. The web page indicates that all emails/complaints will be answered within * business days but its been more than a week now. I have already invested numerous hours and tried every internal company avenue to speak to someone and have my concern addressed. I am now considering cancelling my services altogether unless I have someone contact me at ************** anytime after 3pm to resolve the issues at hand for Account # ************* I am at my whit's end trying to have my concern addressed. Can someone from BBB please help!Regards,**** *******

      Business Response

      Date: 10/02/2025

      Shaw Direct has contacted **** ******* and resolved his complaint.

    • Initial Complaint

      Date:05/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I switched to a new TV Provider and no longer require Shaw Direct Satellite Services (now under ****** Communications) and have repeatedly made several attempts to disconnect my service with **** with no luck. I attempted to call on the **** of January, to which support desk was closed for the weekend. Monday morning I attempted to call again. After about ** minutes of waiting I decided to hang up as I had other commitments that morning. I attempted again on Jan **** to phone again with no help reaching an agent after being on hold for 20 minutes. January **** experience is where my frustration escalated. I called and waited on the phone to speak with an Agent. After TWO HOURS of waiting (See IMG_4744 for Reference) the call simply dropped on their end.I then attempted to write an email using their Contact Option on the Shaw Direct website (See IMG_4745 for Reference) I explained the situation, I simply just want to disconnect my services. I provided my contact details and stated I would like to be followed up with via Phone and expect a response by January ** to resolve my ******** is now February *** and I have yet to receive any follow up email or contact by one of their Agents. I as a paying customer, it is my right to terminate my services at my own will. **** is failing to provide me the necessities and resources to accommodate my demand. My services are still active and occurring new charges because of their failure to follow-up and provide me assistance. I expect to be credited for the ongoing services I don't want nor do i need. It is unfortunate that I had to come to BBB today just for a simple cancellation. Im not locked in a contract, i own all the **** Equipment. Its literally just a matter of cancelling my account.

      Business Response

      Date: 06/02/2025

      Shaw Direct can confirm that this complaint is resolved.

    • Initial Complaint

      Date:30/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested a * month seasonal break from Shaw Direct, on line, on December **, 2024. This is now January **, 2025, and the break has still not been activated. I have been billed for * months of that seasonal break time, so far. I have tried calling and on line chat and have waited in excess of 1 hour to speak to someone and have never reached anyone. I have also, sent e-mails, in the "escalate your concern" area and once again never received a response. I am seriously questioning if I will continue my service with Shaw Direct, even though I have been a customer for many years.

      Business Response

      Date: 04/02/2025

      We appreciate the opportunity to address the situation. We have today communicated with our customer and apologized for any frustration arising from the situation. We have adjusted the account accordingly and have set the account on a seasonal break as requested. The customer has confirmed the complaint has been resolved.

      Customer Answer

      Date: 04/02/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:28/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I wish to cancel my account, I can no do it on chat or email, they say the only way is to call them, but they do not answer the phone, I've been waiting hours, and no one answers. The reason for this cancellation, is they keep uping my cost and cutting the channels that I get. In the last month or so they have cut * channels that I watch, with no warring that was going to happen. I no long wish to have the their service at all.

      Business Response

      Date: 30/01/2025

      Shaw Direct has contacted the customer and resolved this complaint.

      Customer Answer

      Date: 30/01/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** *******

      Customer Answer

      Date: 30/01/2025

      I wish to thank the BBB for all there energy and help with this matter, now resolved thanks to your good efforts. 

      I happy again. 

      ***.

    • Initial Complaint

      Date:27/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying for several days and hours trying to cancel my Shaw Direct Satellite Service. I have tried online, followed all phone prompted directions only to sit waiting for hours for no response. I am unable to get a live agent on the phone to cancel this service even waiting now for almost four hours. I have been informed through online chat that cancelling my service can only be done by phone.

      Business Response

      Date: 27/01/2025

      Shaw Direct has contacted the account holder and can confirm that the customers concerns have been resolved to the satisfaction of both the customer and ********************. We appreciate being given the opportunity to address the complaint.

      Customer Answer

      Date: 27/01/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:27/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have for over a year tried to cancel my subscription with Shaw Direct.I finally got ahold of them about a year ago,pressed me to new equipment to try.Sent it, I couldn't get it to connect, tried numerous times to call, wait periods are *************** Nov **, sent email to cancel my subscription.Than after * weeks of waiting nothing, went on site, and said to mark as cancel for a year, ( like I'm not home)Only thing they promptly.I'm still paying ** a month.I've prepaid, with a credit now.I still want it completely canceled, I don't have access, or do I ever watch it.Sent another email, still nothing!I want the whole system gone, I'm paying for nothing, and they won't answer, or cancel my subscription. It's been over a year, that I've paid for nothing, cause I'm not connected.Not fair, can u please get them to cancel my subscription completely forever!!!

      Business Response

      Date: 27/01/2025

      Shaw Direct has contacted the account holder and can confirm that the customers concerns have been resolved to the satisfaction of both the customer and ********************. We appreciate being given the opportunity to address the complaint.

    • Initial Complaint

      Date:23/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Have been trying to cancel my Shaw Direct services since their price increase in November 2024.The phone number they provide for this goes un-answered for hours/ days.The website does not provide an option to complete this task on-line Their "virtual chat" option does not allow this either.I have even attempted a "seasonal break" option, which was submitted and received by them on Jan **/2025. My acct just says " Your seasonal break request is being reviewed. Today is now Jan ** /2025 I have paid my invoices and am up to date, yet the regular billing continues.

      Business Response

      Date: 24/01/2025

      Shaw Direct has contacted the customer and resolved his complaint.

    • Initial Complaint

      Date:20/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have trying to contact Shaw direct to cancel satellite service with no luck. Since Jan 2025 have been on hold for * hours multiple times with call just disconnecting. Have tried online chat and was messaged that I have to call to cancel service.

      Business Response

      Date: 21/01/2025

      Shaw Direct has reached out to this customer and resolved his complaint.

    • Initial Complaint

      Date:20/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Jan **** and **** 2025 I attempted several times to contact Shaw Direct to cancel my satellite TV service. Very long waits on hold - the longest being over * hours where I was disconnected after this time, combined with using their ***************** plus sending a message on ******* (all methods suggested in their ON HOLD messages) I am still unable to talk to a live person which they require for cancellation.Their customer service is non-existent. I would ask your assistance in getting in contact with **** so I can cancel my service and not have to pay for another month of service since they refuse to answer their phones.Thank You

      Business Response

      Date: 21/01/2025

      We appreciate your business and thank you for your feedback. We regret any frustration arising from your experience. We are working diligently to ensure all our customers' concerns are responded to in a timely manner. We appreciated your time today as we reviewed the final disposition of your account and took the time to explain the equipment return process and the final billing(s). We are happy to report that this has been resolved to everyone's satisfaction.

      Customer Answer

      Date: 21/01/2025

       
      Better Business Bureau:

       

      thank you for your assistance!


      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ********

    Shaw Direct (HO) is NOT a BBB Accredited Business.

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