Complaints

This profile includes complaints for Resort TV Cable's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Resort TV Cable

  410 Airport Rd STE H Hot Springs, AR 71913-4000

• 

  Resort TV Cable

  PO Box 2770 Hot Springs, AR 71914-2770

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.

• Initial Complaint

  Date:09/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company never books my payment when it is received. I pay using *** online bill pay. The bank shows when payment is delivered. I always pay on time, the next bill always shows me overdue and charges me overdue fees. They are charging $15 on the current bill, even though I called and they say disregard I'm not overdue. They always try to tell me to set up automatic drafts to prevent this. If I have automatic draft, I am afraid they won't stop service if I decide to leave them. Service is not as promised. I signed up for 500mb service and only get half that at best. They are planning to raise my bill at least $110 in April. I cannot afford that and will cancel at that time. Poor service, and overcharged on every bill. This is a terrible company.

  Business Response

  Date: 09/16/2024

  Good afternoon. Our Hot Springs manager, ***** ****, has attempted to reach this customer by phone but all calls go straight to voicemail.  Please call us at ************, extension **** to speak with*** **.

  Even though customer is paying using *** online bill pay, our accounting system is not setup to receive electronic transfer payments from ***. Instead, *** is manually cutting a check and mailing it to us, which is causing a delay in the payment being processed. To avoid this delay and still make an electronic payment, we recommend *** ***** use our customer portal at www.cablelynx.com. All payments are processed and posted to the account on the same day the payment is submitted when using our website. We have waived two of the late fees that were most recently posted to his account. 

  *** ***** also expressed his displeasure with the speed of our service. *** ***** subscribes to a 300 Mbps package, and when we ran a speed test today, he was receiving 293 Mbps. If *** ***** would like to increase his speed to the 500 Mbps that he believes he subscribes to, he can reach out to any of our connectivity experts.

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  they subtracted a monthly cable bill from my bank account, when in fact, at approx. 6:00pm om 2 feb a young man came and took me off cable, showed me streaming disconnected cable but left on internet. at finish he carried my box and remote and put in his truck. they can not find items. very young, 5:9 slightly heavy build, dark hair. ask him. i need that money back into my account. my feb. bill should be internet only, and that amount (approx. $55) should be taken from my account monthly, not $284. . thanks, ****** *** *******.

  Business Response

  Date: 03/13/2024

  ***** ****, Manager at Resort TV Cable spoke with the customer on 2/27/2024. We removed the charge for the Cable Equipment and credited his card the overpayment on 2/28/2024. ***** explained that it may a couple of days to see the funds in his account, and gave customer his direct phone number to call if he did not receive the refund. We have not heard from Mr. ******* since then, so we assume this matter is resolved. 

  Customer Answer

  Date: 03/13/2024

  
  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:08/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 recently sold my property and cancelled my internet service. I was setup to electronic billing and auto draft. I was under a special rate contract and the penalty fee was never deducted from my checking account nor did I receive a bill for any balance due. Resort turned me over to Credit Management for collections and are no longer willing to discuss this with me. They did not send me a bill or notify me of any amount due. I checked my online account and they have turned off access. How are they able to turn me over to collections and charge additional fees when I was set on auto-draft and they never sent me a bill or statement?

  Business Response

  Date: 08/09/2023

  A final bill was sent to this customer on 5/13/23, 6/14/23, and 7/14/23. When a customer disconnects, we remove the autopay. The customer requested services be disconnect on 4/7/23 and was advised of the early termination fee. Mr. ****** contacted our office on 8/7/23 and we advised we did send 3 final bills, we also emailed him on 8/7/23 a copy of the last final bill that was sent on 7/14/23, before the account went to collections. Once the amount due is paid, this will be removed from collects. Mr. ****** can contact our office directly to resolve the final amount, or the collection agency, which ever option is most convenient for him. 

   

  Thank you, 

  Customer Answer

  Date: 08/09/2023

  
  Better Business Bureau:
  
  Resort TV told me that they sent a final bill and it must have been “lost in the mail”. I will pay the outstanding balance but completely disagree with how they attempted to collect this balance.  When I cancelled the service I was not informed of any penalty due or that auto pay would be stopped. It’s funny how I was in good standing while a customer and received the collection notice to the same address that they told me they sent a final bill. It’s my word against theirs and neither can prove.  Resort TV does not care about customer service and should be investigated for their practices when a final bill is sent to a customer that was enrolled in electric statements and auto payment. 
  
  Sincerely,
  
  Jason ******

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 moved to Hot Springs on 8/15/18 and needed internet services. The only high speed option is Resort Cable. My wife and I work from home so we purchased their fastest speed option. We purchased our own equipment based on what their tech department suggested instead of renting. Within 3 months our service was so bad with intermittent signal, outages, service calls to balance things, update things, check our equipment, etc. a tech & field supervisor agreed a new line should be dug from the pedestal to my house. A week later a company came out with their boring equipment, found they had to bore under the street; packed up & left. I heard nothing for over a month so I called several times looking for updates to find out someone had closed the ticket with no updates. We never got a call or ever found out why the new line was never put in. After this event we have had tech's to our house multiple times. They have tested, replaced receptacles in our house, moved our equipment around, left test equipment for months on end with no result or feedback, and still we have no resolution. Our initial subscription with Resort was for a 250mbps download speed. We could hardly ever test near that speed. At times we were getting by with 8-30mbps download speed until they would come back out and tweak something to boost our signal. And while a tech was at our house on multiple occasions they would up sale us to higher speeds they had available in the area and we would upgrade in hopes to get our signal to boost any higher. Our signal drops several times every day. Sometimes Resort sees it and sometimes they cant. Their IT dept will see an outage, but a tech wont. In November 2022 we had a tech come out again due to signal loss and he determined (once again) the line to our house needed to be replaced. He called his supervisor out, they called a surveyor for the line, told me to wait up to 3 weeks. Then someone closed the ticket again. I never got a call and no one will update me.

  Business Response

  Date: 03/30/2023

  Thank you for the opportunity to review the account. The customer was installed on 8-5-18.  I have listed below the interactions regarding service.  We guarantee the service to the modem. We cannot guarantee devices that are connected directly or wirelessly to the modem.  Additionaly, we are limited with troubleshooting wireless devices for the customer when using their own modem.  Our analytics software does not have visibility.  We also provide options to lease our equipment that we are able to push firmware updates to.  The customer has the option to use their own modem but we are not allowed access to push the firmware updates.  we did provide a modem at no charge for a couple of months in 2021 and during that time the customer did not report a service issue.  A customer using their own modem and this account uses their modem ArrisSB6190 which is a Docsis 3.0.  The verison 3.0 limits the number of channels the modem has to use.  This account subscribes to Gig service and would require a docsis 3.1 modem with 32 channels to have the ability to deliver that level of speed. We are happy to help Mr. ******* provision a new 3.1 modem to his account and expect that will significantly help his wireless devices from dropping. 

  4/10/19 - tech at home. signals to the modem were good and not problem found

  6/11/19 - tech at home. signals to the modem were good and not problem found

  7/2/19 - tech at home. signals to the modem were good and not problem found

  7/13/19 - replaced all connectors.  all signals to the modem were good but wanted to make sure no intermittent issue due to recent service calls

  8/18/19 - cancelled

  11/18/20 - ran the lines at the home for the drop to be buried

  11/2/21 - took TDR machine to check underground cable line for any breaks or signal leakage. the underground did not have a problem.  

  11/4/21 - a bad section of the drop to the house above ground was replaced and the customer stated he was satisfied after all signals were checked and shown to Mr. Bariola.

  12/6/22 - customer wants all underground line replaced.  the line is not just in the yard but runs under a street. the TDR device used to check the line shown there was not a problem.  We would replace if there was shown to be a problem.  

  1/19/23 - tech at home. signals to the modem were good and not problem found

  The customer upgraded to Gig speed on 6/28/22 and was advised a 3.1 modem was required.  in subsequent conversations with agents and management, this has been discussed also.  We offer to supply the modem at a monthly lease rate of $12.95 or provision the modem the customer chooses to use.  

  All signals were checked again today back 90 days and there does not appear to be any impacting events that would cause his service to drop.  If his wireless devices dropped, we would not be able to see that but we do see that the modem is working with good signals but with the 3.0 version, he would have a better experience with the 3.1 modem with 32 channels for his devices.

   

   

   

   

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  For the past 2 months the service has been so spotty it would almost never make it through a full day without the internet cutting out. Most days it wasn’t up half the day. Now for the past 2 days there has been absolutely no service while I am trying to enjoy the holiday break with family. I payed my bill of $102.65 days ago and have received no service this month. When I called they said it was out and did not give me a time frame for when it would be back on.

  Business Response

  Date: 12/28/2022

  The account has been reviewed and found that on 10/7/22 a complaint was filed that internet offline.  the tech found the underground line had been damaged and the line was replaced. the customer stated he would bury the 10 feet of line.  the complaint before that was in 2019.  A review of the analytics of the modem show there has not been a drop in connection in past 90 days and the levels are are stable and in acceptable ranges. We only guarantee the connection to the modem.  If the wireless modem is not in a good location to reach all wireless devices, we can offer a wired MOCA extender that we would install and/or attempt to move the modem to a better more centralized location.  There is significant data usage each day and again do not see drops in the modem connection. That does not mean drops are not happening on the wireless device, but it is not showing to be from the modem dropping. A tech can be scheduled to visit the home to discuss a better solution for the wireless needs.

   

   

   

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had no issues with my WiFi service the past 5+ years I’ve used resort tv cable. The last year, at least, I’ve experienced a significant drop in internet speed. Most days, it works slowly during the day then not at all at night. I’ve called twice this month to be told a ticket has been submitted. Today’s ticket number is *******. I’m the past, it’s always been an issue with an “outage” that never existed just to get me off of the phone. I live in a dead zone and need WiFi, what am I paying for??? I need someone to physically come to my home to address and fix any issue with my modem and/or cable line.