Complaints

This profile includes complaints for WideOpenWest Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WideOpenWest Finance, LLC

  7887 E Belleview Ave Ste 1000 Englewood, CO 80111-6007

  
• 

  WOW! Internet Cable Phone

  770 N Eastern Blvd Montgomery, AL 36117-8619

• 

  WOW!

  3001 Gandy Blvd N Pinellas Park, FL 33782-6200

• 

  WOW! Internet - Cable - Phone

  380 Wright Industrial Drive Potterville, MI 48876

• 

  WideOpenFinance

  70B Sewell Rd Newnan, GA 30263-2638

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:04/28/2025

  Type:Customer Service 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 do not want your post cards mailed to me ever. I've asked you stop many times. This is HARASSMENT. I DON'T WANT YOUR ************** now or ever. CEASE AND DESIST.

  

  Business Response

  Date: 05/01/2025

  The address has been removed from our mailing list. Please note that it may take up to a full quarter for the mailings to completely stop.
  

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair 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.

  In 2022 I upgraded to a faster internet. Wow sent a new modem and a label to return old modem in the box the new one came in. I returned due to the agreement that in 30 days I would charged for non returned equipment. In March 2025 I cancelled wow after repeated internet issues where they would not notify customers that there was a problem and network was done and I'd be without wifi for hours and I work remotely. This cost me income. I canceled services and received a box to return the modem I currently had. It was returned as was the first one. Over the course of 3 years I was never told through email, mail or phone call that the other equipment was outstanding or had not been received. I was also not charged for the modem during this time. After I returned the current modem I did still have and after my services were canceled I suddenly received a bill from Wow claiming I owed the modem from 3 years previous because they can't find it in their warehouse. They were asking me for tracking information from 3 years ago that clearly I did not still have as I had no cause to believe they didn't have it. For 3 years they did not ask for equipment or state that did not been received or charge me for it. But suddenly after I leave and with no tracking number in which to now prove my claim, they are suddenly trying to extort additional equipment payment from me. But did not do so for 3 years while I was an active customer. Did not charge me after 30 days as the agreement says. Did not notify me the equipment was not received. All that is being currently stated is they can't find it in their warehouse as though some misplacement should be my error but again for 3 years this is not been an issue. This is very much feels like extortion because they're upset they lost a customer.

  

  Business Response

  Date: 04/28/2025

  The customer submitted a complaint about unreturned equipment. After reviewing the account, we were able to waive the charges as a courtesy.
  

  Customer Answer

  Date: 04/30/2025

   
  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:04/24/2025

  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.

  I've had a WoW account since 2019. In 2022, I transferred the account to a new address. During the transfer, WoW failed to disconnect the previous address. I cancelled service for address #2 in December 2024. Despite cancelling, I was still being charged via autopay, so I disabled autopay in March 2025. I received emails from WoW saying I still had an account balance, so on April 24, 2025, I called their billing center. The representative ("*****") mentioned that there was no note of the December cancellation on my account, even though I have evidence of the cancellation occurring on December 10, 2024, via a SurveyMonkey email sent to me afterwards. ***** could only backdate the charges to April 9, 2025. WoW has been billing me for the past two months (March + April 2025) on top of charging me for *************** 2025.I refuse to pay the current charges and request a refund for ************* 2025 since they were charged AFTER I talked to a WoW representative who said they would deactivate the account.

  

  Business Response

  Date: 05/01/2025

  I have reached out to the customer with no response at this time.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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.

  Hello, the date of the transaction was 3/12 when I returned my equipment to the secure drop box in PCB for Wow way internet. I returned 1 modem, 2 ero pods, a month later I get a notice saying it was returned, I've called, chatted via text them the past month with no progress, they tell me they will investigate but rarely follow up. If they do it is the same thing "didn't find the equipment", they have a physical address, but it has been closed since COVID I would have rather hand deliver this to a worker, but I couldn't I had to rely on the drop box. over chat I spoke with a representative about this issue and even she said they will resolve it and I would not have to pay anything after that a couple days later I called them again 4/23/25 and they will look again but now they have sent me a bill for $432 for this equipment and I have to pay upon receipt, or they tank my credit. I don't know what to do other they contact you guys because of this; they should charge me for loosing equipment.

  

  Business Response

  Date: 04/25/2025

  This account has been closed out in good standing. At this time, there is no balance on the account and no equipment unreturned. 

  Customer Answer

  Date: 04/25/2025

   
  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:04/11/2025

  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 canceled service with wow by phone on March 14 2025 paid up my account until the end of March. I turned in my equipment on the March 23 2025. I dropped it off at their drop box in ***************. They have sent me a bill for services after I canceled. They said I called in and said I wanted to keep there service so my phone number could be ported over. I did not. I did not have there equipment I turned it in. After I canceled service with them I received another box in the mail. For some unknown reasons they sent me another modem in the mail and now I have to turn in another piece of equipment. I havent even opened the box. I have always been a good customer and never paid late. I paid up until the end of March and I cancelled on March 14 2025. They are trying to charge me for services I didnt receive. I am not going to pay them for that. How do I even know they are not going to charge me again next month To top it off they sent me bill with a late fee and it was late because I cancelled the service. I turned in their equipment last month

  

  Business Response

  Date: 04/16/2025

  I can confirm that the account has been closed out in good standing and there is no balance owed on the account. 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  We switched from WOW! to **** this year due to lack of communication and poor service. They sent us a letter requesting their equipment back (see attachments below). All items requested were returned except for an item that we never had. My husband and I have called and chatted with them many, many times (I do not have a record of each call and chat) and were told each time that the problem was resolved. However, we continue to receive statements saying that they are missing two pieces - one of which was returned and signed for at their *********, ** facility by someone named *. *** (see Fed Ex receipt below), and one which we do not have. My husband and I are both disabled. The continuation of this issue and the failure of WOW! to resolve it is very stressful and has, basically, become harassment. We are at a loss as to how to proceed.

  

  Business Response

  Date: 04/14/2025

  I was able to get the equipment charges removed and the refund has been processed will receive 4-6 weeks. 

  Customer Answer

  Date: 04/14/2025

   
  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:04/06/2025

  Type:Sales and Advertising 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.

  Wide Open West was the internet service provider at my previous residence. When I closed my account with them during the move to my new residence, they requested I return their equipment which was loaned to me. However, there was equipment listed on the information that was provided to me that had neither been delivered to me nor had been received by me in any way, shape, or form. I returned all the equipment I had in my possession and I contacted their customer service hotline to inform them that there was equipment listed on my account that I had never received. I was told that my situation would be reviewed by the appropriate company department and escalated. Following that, I paid my final monthly internet service bill in full due December 14th, 2024. On January 26th, 2025, I received a bill from Wide Open West for $369.94 for unreturned equipment despite having contacted them about never having received the equipment. Following this, I contacted the customer service hotline again informing them of the situation. I was again responded to by the representative and was told the situation would be reviewed by the appropriate department. Since then I received 3 more bills from Wide Open West to which I have responded by calling the same customer service hotline and reporting that I never received the equipment they are alleging I need to return. Today, Sunday, April 6th, 2025, I received a letter from a external collection agency that I now need to pay them the same $369.94 balance. It is clear that Wide Open West has no intention of listening to me and is intending to either extort money from me or negatively affect my credit score as a result.

  

  Business Response

  Date: 04/10/2025

  I contacted the customer and had his account reviewed, and we have removed the equipment from his account. I also informed the customer of this and have zeroed out the account. The issue has not been resolved

  Customer Answer

  Date: 04/10/2025

   
  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:04/04/2025

  Type:Sales and Advertising 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.

  On January 26 I ordered self I talk service. Still technician was scheduled. Next day technician came and stated that there was no connection for wow services that he needed to come in my house and adapt the box from another provider spectrum which is the one I had a the time. I told him I did not wanted to mess with the equipment of another company and in that case I did not wanted service. Technician left never gave me no equipment. 3 month later I received a bill of service that I never had and they also now they added unreturned equipment fee for equipment that I never received fee bill for service that I never had and in fact supervisor I spoke. Prior stated I see there was never wow signal nor service. Now they are requesting payment or sending me to coleccin.

  

  Business Response

  Date: 04/08/2025

  I have removed all equipment charges from this non-customer's account, leaving it with a zero balance.
  

• Initial Complaint

  Date:04/03/2025

  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.

  Wow promised for a year now that I would have 1gb internet. The internet constantly lags, drops devices and has never run a speed test above 310mb. Usually at 250mb or lower. Plus there is constant outages. Ive talked to them on the phone, they blame me. They sent one guy here who had me move my router, and to buy a new better one online the cost me $300. Nothing changed. Internet cant handle more than like 6 devices. I had them send a second guy out who immediately told me that Wow doesnt actually guarantee 1gb whole home internet (they have multiple times on the phone and in commercials) unless its connected by an Ethernet, like its ***. He said there was nothing he could do and left. So if youre only going to provide half the internet promised, cut my bill in half. Since I actually only get a third the internet speed I pay for, half is more than reasonable for your lies, pay me back for upgrading g router pointlessly since you cant provide the 1gb promised, or consider me switched to Xfinity. Attached youll see what I have and what Ive been promised according to your own site. Cut my bill in half to 30 since you lied and cant provide the 1gb

  

  Business Response

  Date: 04/04/2025

  I spoke with this customer today. A technician had previously visited their home and attempted to explain how our services work. However, he was asked to leave during that conversation. When I spoke with the customer today, he was unwilling to agree to anything and ultimately disconnected the call. 
  

• Initial Complaint

  Date:04/03/2025

  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.

  Terrible internet and recently upgraded to help it and it made it even worse. I want credit to my account and my internet to be fixed to actually WORK

  

  Business Response

  Date: 04/11/2025

  I have spoken with the customer, and we have sent out service technician which has improve the customer service but not completely I have also mailed out a new modem and at this point we are waiting for conformation if the issue is resolved, we have one other option but the customer didn't want to move to ********************** whole home Wi-Fi system as there would be a cost in *****. We are still working with the customer to resolve the issue completely.