ComplaintsforClearCaptions

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The phone has been delivered. When we signed up we were promised to be able to self install phone. We have been told this 3 times previously. I was given a date for someone to call to assist setting up my account. It was scheduled on 7/22/2024 , between 8-10 AM. Noone called. Called the company and no explanation why i had to take off work and lose a whole days pay. Now they said that i have to reschedule for a technician to come to my house to install phone. I informed them from the very beginning that we do not allow people in my house due to health conditions and pets. Now they expect me to lose another days pay. All I need is My email and a password in their system for me to sign in and use my phone. The person who answered their phone seems very uninformed and refused to let me speak to a supervisor. For at least an hour at this point have been on hold with the company, except for the excuses that have been periodicly given.

  Business response

  07/30/2024

  Dear ***************,
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to make it right.Given your preference for self-installation, we are glad that we were able to work with you to pair your device remotely on 7/22/24 and understand from a follow up conversation with your husband that everything is now working well.We are committed to continuously improving our processes to ensure a positive experience for you and all our customers. Please contact us at any time at ************.Sincerely,
  The ClearCaptions Team

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Was done satisfactorly.
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I opened an account for my mother with her sitting here and approving that was okay. They're supposed to show up on thursday april fourth between 8 to 10 to install a telephone to text system for my mother. I went through all the information with the *******.At clear captions to determine she had all correct information. They failed to show up. When I called them, they said no account had been setup.

  Business response

  04/15/2024

  Dear Better Business Bureau,
  
  We trust this letter finds you well. We are reaching out to provide an update concerning our recent communication with ********************* regarding the installation of his ClearCaptions Phone on behalf of his mother.
  In response to **************** inquiry, we promptly initiated direct dialogue with him to address his concerns. We conveyed our sincere apologies for any inconvenience he experienced and underscored our unwavering commitment to ensuring his complete satisfaction with our services.
  Recognizing the disruption ************ encountered, we took proactive measures to schedule a new white glove installation appointment for him. We are pleased to inform you that **************** rescheduled installation date is set for Tuesday, May 16th.
  At ClearCaptions, we hold our customers' concerns in the highest regard, acknowledging that their satisfaction is paramount. We are dedicated to promptly and effectively resolving any issues, and we appreciate the opportunity to rectify any shortcomings in our service delivery.
  Should you require any further information or assistance regarding this matter, please do not hesitate to contact us directly. Your ongoing support and collaboration are deeply valued as we strive to uphold the highest standards of customer satisfaction.
  
  Thank you for your attention to this matter.
  Warm regards,
  The ClearCaptions Team

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  They have gone above and beyond and the response was phenomenal.
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this company several times in the past 2 weeks about installation of the phone. I tried self installation and I was not able to do it by myself. I contacted ************* and asked for a technician to come out to install the phone. An appointment was scheduled no one showed up! I spoke to a representative regarding the time the person was suppose to come. The technician was scheduled between 10am-12pm to come to my house. When the person did not come at the designated time. I call back so I can find out if the person was coming the representative lied and said it was supposed to be self installation after I had spoke to another representative confirming the appointment. I would not recommend this company to anyone.

  Business response

  01/18/2024

  Dear *************,
  
  We hope this message finds you well. Thank you for taking the time to share your feedback with us. Your concerns are important, and we are committed to addressing them promptly. 
  
  We want to inform you that we have made several attempts to reach you on both January 17th and January 18th, but unfortunately, we were unable to connect with you. The voicemail box associated with your account has not been set up, and our efforts to contact your daughter, whose information is on file, have also been unsuccessful.
  
  In an additional effort to communicate with you, we have sent an email to the address we have on file. Regrettably, we have not received a response yet. 
  
  We are genuinely here to assist and work with you to resolve any issues you may be experiencing. Your satisfaction is our priority, and we want to ensure that everything is made right.
  
  Please take a moment to reach out to our ClearCaptions Team at your earliest convenience. You can contact us at ************ or through web chat on our website at clearcaptions.com. We are ready to listen and address your concerns.
  
  Thank you for your understanding, and we look forward to the opportunity to assist you.
  
  Best Regards,
  The ClearCaptions Team

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just letting you know I was scammed! I let the BBB know about the scam and that I was a victim.PLEASE TELL EVERYONE NOT TO CALL ON THE ** AD FOR ************* PHONE!! I have seen the ad on multiple channels enough to where with a brain injury I remember it. Anyway they got my address, phone number for cell, phone company name, and the last 4 of my social before I found out it was a scam and a very good one! It claimed to be a federally funded program!! Anyway they got a hold of my cell and took control. I couldn't call anyone!!!!!!Thank God I didn't give them my home number so I was able to call spectrum and they managed after an hour to get my phone back!! Please please please let everyone you know not to call that AD!!!!!!!!!Thank you

  Business response

  08/04/2023

  ********, we are very glad that our team and the BBB staff were able to speak with you and explain that ClearCaptions is a legitimate service registered with the Federal Communications Commission (***) to provide caption phone services to the hard of hearing. This captioning service is provided by ClearCaptions and paid for through a program managed by the ***.There is no cost to qualified individuals. If you would like more information you can find our registration on the *** website here: ************************************************************************************************************ or visit our website here: **********************************************.

  
  Were happy our team was able to resolve your concerns and look forward to helping you stay connected with captioned calls. If you have any further questions or need any future assistance, were here to help, please contact our team at ************ or email at ********************************.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Your conversations show up delayed 10 seconds and are in accurate. Just another way to Scam the government

  Business response

  07/24/2023

  Thank you for sharing your experience with us, ****, and were happy that our team was able to resolve your concerns after speaking with our support staff. We appreciated your patience as we worked to identify the network speed as the cause for your delayed captions. We're committed to providing you with the best experience possible. If you have any further questions or need assistance, please contact our team at ************ or email *********************************** are here to help.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  just today I had a ************* phone install. After waiting over 5 hrs. pass the time they were supposed to have come, a man came install the phone and left. after a while I decided to try the phone, I could not call out nor could I call into the phone. I went online could not find any answers i try to call could not even get a person online!!! Iam a100% disabled veteran. THIS PHONE WAS GIVEN TO ME FROM THE US GOVERMENT!!! I FEEL THAT THE *** PAPERS ARE BEING RIPPED OFF FROM THIS COMPANY.

  Business response

  07/19/2023

  **********************, thank you for your honest feedback. We are sorry you experienced issues with your installation appointment. In speaking with our customer support team, it appears they have connected with you to ensure your phone is working, and have expedited a handset replacement to ensure you have no further trouble. Our customers are our?top priority, and we are always working to improve our processes and service. If you have any future questions or concerns our team is here to support you at ************, or via email at ********************************* Thank you for the opportunity to help you stay connected. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clear Captions is a joke. We called to see if we qualified for the phone, which we did. They sent ** the phone and scheduled an appointment for the install. We made arrangements to be home for the install, waited all day and no one showed up or called to let us know that they wouldn't be coming. When I called customer service to find out what was going on the tech said that they couldn't find my house. My mailbox is clearly labeled but they didn't even attempt to try to come to my house. I sent it the phone back. If this is the kind of service you receive from clear captions then I don't want any part of it. CLEAR CAPTIONS PHONE SERVICE IS A JOKE. Its a waste of Government money. I didn't even want to give them a star rating ...

  Business response

  07/19/2023

  Hi ****, thank you for your honest feedback, and we're sorry you've had trouble with your installation appointment. Our customers are our top priority, and we constantly work to improve our processes and service. Our installation team has reached out directly to attempt to reschedule and make this right. If you change your mind, we are happy to assist you.  Contact us at ************ or by email at ********************************.

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clear Captions has had many of this exact same complaint. Installation scheduled for June 1, June 6 and June 14th. All no shows in spite of my calls to them and reassurances they were on the way. Finally arrived on the 14th at 6:45 p.m. for an appointment scheduled for ****. ****** friendly folks answer the phone, they are practically laughing at you knowing they plan to do nothing.When someone finally came, only my 92 yr. old handicapped husband was at home. He cannot hear, (therefore the phone) and has no idea what information, if any, he was told. A box was left for the trash to be taken out, but no information near the phone. The phone cannot be reached from the chair where my husband sits, and all the auxiliary phones no longer work, very unsafe!! When we attempt to make an outgoing call, the phone showed "dialing in progress" for about 5 min. but we were unable to make the call. It is so unsafe and we are too elderly, to know how to resolve the problem ourselves. We need this removed and our old phone reconnected a.s.a.p.

  Business response

  06/28/2023

  Hello Mr. and ***************, We are so sorry to hear of the trouble you had with your installation appointment. After checking with our team, it looks like you were able to reconnect with a manager and get your phone installed in a location that worked for your husband and made sure the other phones in the home were working well. We also understand that while you were having some issues with the phone, our management team and support department have escalated this issue and reached out directly so we can be sure to find a solution that works best for you and your husband. We are dedicated to making this right and will continue to work with you to resolve any remaining concerns.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am severely hearing impaired. I can not talk on a phone without caption. I ordered my phone on May 18th and it was shipped to me. My appointment to have it installed was for May 30, 2023. In the meantime I set the phone up myself and did a test call to ************* and they canceled the installation appointment because the phone was working great. On May 29th, 2023, MEMORIAL DAY the installer showed up at my house. I told him my appointment was for today May 30th. He said no it's not. I told him I canceled the appointment because I set the phone up myself and made a test call to ************* and my phone works fine. He insisted that he had to set the phone up. I again explained to him that he was a day early and the phone works fine. He said since I wouldn't let him in my house to set the phone up that I would have to give it back to him. So he took my phone and now here I sit without a phone to receive or make calls. This is unacceptable! I am 77 yrs old and almost totally deaf without any outside communication. I can't call my doctors. I can't even call 911 if need be! This is definitely discrimination and a case for ********* with Disabilities. I want my phone back !

  Customer response

  05/31/2023

  ASSIGNED ID ********. 

   

  ClearCaptions contacted me and the issue has been solved.

  Thank You for your help and time spent.

   

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

   

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

  ************, ** 16117

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

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called to see if my husband , who has hearing loss, was eligible for a ************* phone. They said he was and sent us a phone. And told us to leave it in the box till a technician can install it. They set up an install date of April 6th 2023. The tech cancelled but never called to tell us. I called and talked to a representative and scheduled another appointment. April 11th 2023. No show, called to find out what was going on. The appointment was never entered in the appointment book. This is 2 times, no call, no shows. Is this how to treat elder customers?? Make them wait around all day and not show up?? Now I'm again waiting for a call back to see if anyone is around to set this up. This is no way to run a business, or treat your customers

  Business response

  04/28/2023

  ****, were so sorry you and your husband had trouble with your installation appointment. We are happy to see that from our records, it looks like your ClearCaptions phone was successfully installed by ************** on April 15th. We apologize for any confusion in the reschedule of your appointment. Our customers are always our?first priority,?and we want to be sure youre completely satisfied with your caption phone and service. If you have any questions or future concerns please dont hesitate to reach out to our Customer Support Team at ************** or ************************************** you choosing ClearCaptions to stay connected. 

*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. ↩