Customer ReviewsforClear Rate Communications, Inc.

1 star would be way too many for this company. They talked my elderly, disabled veteran father-in-law into switching from an analog line to a 4g ******* box because they would no longer be using the analog lines in his area. Sounds great but as explained to the customer service **** living in a remote mountain town means not getting a cell signal where he lives. They assured us that it would work and solve all of his phone issues (for years his phone service would go down and be down for days). Received it, set it up and it didn't work. Put in a ticket was told we would receive an antenna that would make it work. ******* never arrived and he was without phone for over 30 days because they just turned off his previous line even though the new box wasn't working but you better believe they still sent the full month's bill. Then when we tried to just get info to cancel service and port his number, we got no response and it took reporting them to the Secretary of State and FCC to get any action. Then they told him he could go back to previous basic analog phone service for $100/mo!!! Now that we switched services (not able to port the number he has had for 30 years) we are stuck getting two months' worth of bills canceled and the stupid 4g box returned as they were supposed to provide a return label. All that to say I would NEVER recommend this company. The customer service process is a joke and often when you finally get a customer service agent, they tell you that you would have to call the same number back to talk to customer service. *********. Taking advantage of people like my FiL who wouldn't have known how to navigate the emails and state/federal complaints/safeguards to get this resolved. Shame on them!

Lets set the record straight. Our goal is to provide reliable service to all our customers, including those in remote areas. However, we rely on the information provided to us, and if cell service is weak in a particular area, it's crucial for customers to communicate that ************************ from the start. The 4G ******* box is a solution for those with reliable cellular service, but its not a magic fix for locations where cell signals are nonexistent.Were transparent in our processes, and when issues arise, we provide options to resolve them. We provided the option to switch back to analog service, which comes with its own costs due to the infrastructure involved, especially in remote areas. The delay in receiving the antenna and the service disruption is regrettable, as we we experiencing a temporary delay on a order of antennas, but the claim that we "talked" anyone into something that wouldnt work is misleading. The customer chose to proceed after being informed of the details.As for billing, any service that is active incurs charges, and we promptly address any errors when reported. The process to return equipment and cancel service is standard, and we follow through once we receive the necessary information.We take complaints seriously, and if action was delayed, we regret the inconvenience. However, implying that we take advantage of customers is simply untrue. We are committed to resolving issues and ensuring our customers are satisfied. If there are any outstanding concerns, we encourage reaching out directly so we can resolve them swiftly.-******************

I have filed a review on Clear Rate before but never with the BBB. My company signed up to use their services, believing they were going to help save us money, instead they cost us thousands and their services were lousy. Their customer service was poor at best. They emailed information to the wrong email but never called to fix it. They put in new voice mails but never told us. They changed our internet access for our credit card payments and never gave us the information or password, leaving us without credit card access so our customers couldn't pay us - those people went somewhere else. Because of their poor customer service, we had customers showing up at our door demanding their money back because the thought we had closed our doors with thousands of their dollars in our pocket. After 2 months, when I finally got away from Clear Rate, they sent me a final bill for 2x their agreed upon rate and when I ask them to explain, they sent me a spreadsheet showing charges for $1.105 per minute of usage totaling $617 for 19 days. Definitely no savings here. I have made numerous attempts to work with them regarding the invoice, after months of very poor service, lack of service and over-charges, but they will not respond and they have sent the account to collections. We have been in the customer service business for 117 years and built a business on customer care and a high level of integrity and Clear Rate jeopardized that integrity.

While we understand your frustration, it's important to acknowledge that managing your account is also your responsibility. We communicated with you multiple times via email and provided detailed explanations of our services. During the four months you were with Clear Rate, there was consistent, active usage. We even waived all early termination fees as a goodwill gesture. The remaining balance accurately reflects the services you used during that time.Shifting the blame to Clear Rate for your internal challenges and lack of due diligence doesn't reflect the integrity you aim to uphold in your business. Promptly addressing issues and maintaining clear communication could have resolved your concerns. We explained the voicemail system, submitted a repair ticket which ended up being a group outage, and even applied a credit for the service disruption. We provided all the information you requested. We cannot be held responsible for business operations that weren't properly managed on your end. The collections process is a standard procedure for unpaid balances. If you're still interested in resolving this, please contact our support team with the necessary information.-******************

I have been trying to talk to an account representative of Clear Rate Communications for 3 weeks. I have left over 20 voice messages and 2 emails. I have also sent a letter. Due to the lack of customer service, I want to terminate my phone service. How can I do that when no one will return my call? I have never experienced such bad service. It is time for everyone to file complaints with the ****

While we understand your frustration, its important to note that we take every effort to assist our customers as efficiently as possible. If youre experiencing delays in communication, it may be due to high call volumes or an issue with the contact information provided.To terminate your service, you can simply reach out to us via email at *************************************** and we will process your request in the order its received. We will need confirmation of the account holders identity to proceed. Complaints to the *** are, of course, your right, but please understand that we are here to help you and are committed to resolving your issue as quickly as possible.-******************

They should be shut down. This company clearly operates via lies and unlawful ways and this is not an employee mistake it is how the company operates and it should be shut down. Things are hard enough without allowing company's as such to continue to take advantage any way they can legal or not and this is something the ppl of the USA should not have to tolerate in any shape or form. We deserve better than to be switched without knowledge, charged outrageously for it and then given the run around of complete bs trying to cancel something we didn't know we had while still being charged. BBB needs to step it up.

While I understand your frustration, it's important to clarify that customers also bear responsibility for the services they choose. Clear Rate is not taking advantage of anyone; we are providing an alternative to traditional phone services. Customers who join our service go through a thorough process, including a sales call, a TPV (Third Party Verification) call, and a ********************** call, all designed to ensure they fully understand what they're agreeing to. If a customer agrees to these steps, we assume they want our service.If you no longer want our service, you're free to cancel at any time. Any steps provided to cancel your service are straightforward, and we require confirmation from the account holder or legal authority, such as power of attorney or a death certificate, which can be sent to us at ***************************************** take these processes seriously to ensure transparency and clarity, and we expect our customers to engage with us responsibly.-******************

I am going to copy and paste the response I got from Clear Rate customer service after beginning to try and disconnect my mother's home phone service after she moved. I began trying on July 2nd after removing all ****************** on July 1st. It is impossible to speak with anyone on the phone, email response says they don't have access to voicemail messages (which were never returned), and this is the response I received: "Hello, The billing stops once the disconnect order has completed not when you request it. If there is anything else we can assist with let us know." ....and this after several requests for more info and passwords, verbal permission because I was just "representing" by mother (how do you give verbal permission to unanswered ********************** etc. Remember, that phone service is paid for in advance, not after the ****** took a month to disconnect, but Mom is still receiving bills, the latest with a $30.00 bounced fee because the bank had instructions not to auto-pay and $99.00 for unreturned equipment which was never mentioned as needing to be returned. However, I have it ready to put in the mail tomorrow. I cannot recommend this company.

We apologize for the difficulties you've faced during this process. If a payment was attempted and it bounced or did not go through, that is why there is a bounced fee on the account. Once we receive the returned equipment, the $99.00 fee will be removed from your mother's account. We understand the frustration this situation has caused and are committed to resolving it as quickly as possible -Heather H .

I am trying to get a hold of someone at Clear Rate Communications and every time I call I can only leave a message and no one ever calls back. I have left a lot of messages and I have also sent 2 emails and a letter with a payment. NO RESPONSE to any of it. We are wanting to cancel our service and can't get a hold of anyone!!!! HORRIBLE customer service!!

Thank you for your feedback. We sincerely apologize for the difficulty you've experienced in reaching us. We recognize the frustration this has caused and want to assure you that we are doing everything we can to improve our response times. Unfortunately, due to high call and email volumes, it has been challenging to respond as quickly as we would like. Please send your request to [email protected]. While our email volume is also high, we are working hard to respond as promptly as possible. Rest assured, we'll work to get your service canceled and address any other concerns you may have. We appreciate your understanding and patience. -Heather H.

I find it ironic that I can't telephone the telephone company. "Help" line sends to voice mail that never calls back. Can't log on to the website because of inactivity and I cannot make a new login account because calling the "Help" line is a requirement to recover or setup a new login. I have no other option than to cancel autopay at the bank until someone from the company contacts me.

We're sorry to hear about the difficulties you've been facing in trying to reach us. We understand how frustrating it must be not to get through to a telephone company. We've been experiencing higher call/ email volumes than usual and are currently short-staffed, which has unfortunately impacted our response time.If you need immediate assistance, you can email us directly at *************************************** Were committed to addressing your concerns and getting this resolved as quickly as possible.Thank you for your patience, and we apologize for the inconvenience.-******************

I have tried to call several times to get the end date of my contract and what day I am paid up too. For weeks and they never answer the phone. So awful

Thank you for bringing this to our attention. We sincerely apologize for the difficulty you've had in reaching us and understand how frustrating that must be. To improve our response times and address customer feedback, we've implemented a voicemail system that allows us to prioritize calls based on the details you provide, such as your phone number or account number. We're currently experiencing a high volume of voicemails with limited staff, but we're working hard to respond as quickly as possible.We also want to let you know that there is only a 1-year contract with Clear Rate. For any further assistance or to get the information you need, you can also reach us via email at *************************************** We're about to implement a new system to better manage customer inquiries, and we appreciate your patience during this transition.Thank you again for your understanding.

They never answer phone calls. They put you to voicemail and do not return calls. I can never get any help from a real person. Made my elderly and disabled father pay for services he never gotten for 4 moths. He had no phone to even call 911 or VA hospital. He he's riddled with cancer and couldn't call out for help. I had to sit nd call for months with NO call back after leaving multiple voicemails. Finaly got someone but had to hit 7 different numbers to get through I had to say he was a new client. Then gave me different stories about how they had to put copper wire up. Which was a lie when I called Centurylink. They kept pushing out the dates and saying there was more issues when everyone else in the community has there phones but would not help him. Centurylink said that was a lie and they know about Clear Rate, and they were telling us that they can Not hold a Washington number hostage when it's still activated. They will not send me a lable to send back equipment and are harrasseing us for the Atel boxevery day. How can they send a ****** dollar bill for ********** for 4 months. They will not let go of his number and I can't even cancel there services because you have to talk with a real person, which they put you directly to a voicemail box. It's a big scam to people all over in all states.

We apologize for the difficulties you and your father have experienced. To address the issue with the phone number, we would need to reconnect the service to make the number active for porting out to another provider. If the return label that came in the box is missing, please provide an email address so we can send you a new one. To assist with voicemail inquiries, it's crucial to include the phone number or account number associated with the service. For further assistance, please email me directly at ********************************************************

Company is not educated trustworthy and in no way helpful. I could not even make a complaint because no one answers the phones. They dont return phone calls I was 5 weeks without a telephone finally went to a new phone company but clear rate who I have written a letter to and called ************************************ I have not had there services for 5+6 weeks and I have gotten 4 bills. Bad bad business. I am not the only one in. My family who has the same review.

We are sorry to hear about your experience and apologize for any inconvenience caused. We understand your frustration and are committed to addressing your concerns.Firstly, we acknowledge that there have been delays in responding to calls and emails due to a high volume of inquiries and limited manpower. We are actively working to improve our response times and customer service processes.Regarding your billing concerns, we would like to investigate and resolve this issue promptly. If you could provide us with your account details, we will ensure that any erroneous charges are addressed and corrected. Please email us directly at ************************************** We strive to provide reliable and trustworthy service, and we regret that we fell short in your case. Your feedback is invaluable, and we are taking steps to prevent such issues in the future.-******************