Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  MCTV put new cable through my yard. Upon completing the work they had to return my yard to its original condition which the did not. One area was filled with weeds, one mulched area was not remulched and one area grass did not grow. In addition their truck damaged my curb. This happened in June, 2024. I 'texted them on 6/20 and 8/3 and nothing was done. I had my landscaper repair the lawn and I remulched the area. Curb was not repaired.

  Business response

  11/08/2024

  Attached is a copy of the letter we are sending to the customer. We have been in contact and will continue to stay in touch with him until this is fully resolved. Thank you.

  Customer response

  11/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MCTV charged me for an extra month of service when I moved out of my old address on 4/26/24. They continued to charge me until June 1, 2024. The date of service should be able to be cancelled when I called in initially before May 1 and I tried to call again and again to resolve this issue. I wasn't able to bring the modem back until a later date. I believe I should not be charged for the month of May because I didn't use the service and it was disconnected by April 30, 2024. Please adjust my cancellation date to 4/30/24 and refund me the $90.

  Business response

  08/27/2024

  In regards to the above-referenced BBB complaint, please allow me to explain our policy regarding disconnections. When a customer calls in to disconnect service and they have equipment, we cannot disconnect the service until the equipment is returned to our office or an appointment is scheduled to pick up the equipment. In the phone conversation you had with our Customer Care 
  Representative, Tina, on May 1, 2024 to schedule your disconnection for moving out of our service area, you and Tina discussed these options and you told Tina that you would return the equipment to our office soon. Because you had auto payment set up with your account, the service for May was automatically paid on May 8, 2024 because the modem had not been returned at that time.  
   
  I know that moving can be a very hectic time and you have been a valued customer since 2017 so I will be refunding the service for that month of May. You will be receiving a refund check in the mail within the next two months. I also want you to know that if you ever find yourself moving back into the MCTV service area, we will be happy to provide you with the quality of service you have come to expect from us. I thank you for giving us a chance to rectify this situation. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After making a full payment due to my account they refused to reconnect my internet. My account currently shows that I have a credit of $20 but they still say I owe additional fees because of what I was told was a "system error" on their side that canceled my service with no warning. That I now have to pay $50 to have it restarted. And there is nothing they can/will do until I agree to pay it. This is nothing more than blatant extortion. Since they have a monopoly in the area they know I am forced to pay the ransom to get my internet again.

  Business response

  07/26/2024

  Thank you for allowing us to respond and resolve this complaint. We have reinstated service and we believe the issue is resolved. We apologize for the confusion and inconvenience this caused our customer.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon moving out of my apartment **** ****** *** ** * ******* ** **********, I was charged with an extra month. I tried to call them several times to resolve this and still, I see I owe 77.00 on my credit score. I wish for this to be removed and this settled.

  Business response

  01/16/2024

  Our Customer Care Manager spoke with the customer and was able to get everything resolved

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company apparently doesn't want customers. They refused service to me because they say I have a balance from 1999 which is 24 years ago! Ohio law states that a company cannot hold a person responsible for a debt which is over 6 years. From what I even remember back then, they gave me a cable modem that wasn't even remotely faster than a dial up modem so I cancelled my service with them, returned their shoddy equipment, then they claimed that I never returned the equipment. Terrible company. What is worse is that they have a monopoly on cable service in this area so I can't even choose another cable provider so I'm stuck with *** internet. Even if I did have a viable "balance" to them, I'm sure that they've written it off as any other company would've. What a joke...

  Business response

  07/27/2023

  In regards to the above-listed complaint, please let me explain our policy. While we do not pursue court action for delinquent accounts after 6-8 years, we can collect any past due balances from a previous customer who contacts us to reconnect service. It is also our policy to run credit checks for all new customers and previous customers who have not had service with us within the past six months. We are happy to work with customers who have previous balances – we can set up a payment plan to spread the amount over a certain agreed-upon set of time. I understand that our Customer Care Representative tried to contact you last evening to discuss the options with you. We would like to work with you to get service started for you so please call our office and Alisa or another supervisor will be able to set everything up for you. 

  Customer response

  07/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Aaron *******

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have internet, cable, and home phone through MCTV. For the past month plus we have been without internet, cable, and home phone. I have called MCTV over a dozen times. They have sent techs out. They determined it was a connection issue with the lines outside. The neighbors next door were having the same issue. They replaced the lines. I had to call back twice because the cable was not fixed after they were here. The internet has never been fixed-and is still not fixed. We have been without any internet for going on 2 months. I have called and asked to speak to a supervisor. One is never available. I want my bill credited for the extended amount of time we have went without service, and I want my internet fixed. My router reset itself and won’t allow me to connect-because of MCTVs connection issue. It’s a new router. They say it isn’t their problem but it very much is!

  Business response

  05/24/2023

  In regards to the above-listed complaint, we have been doing some research into the issue. We are able to listen to the phone conversations over the last couple of weeks. Mrs.  called in on May 1 5^th and spoke with Adam. She told Adam that there were some issues with the downstairs TV and internet service after the new remote for the upstairs TV was programmed. Adam scheduled a service call for after 5pm on May 15^th. Joe was our technician who came to your home that evening and, among other things, he exchanged the modem, changed the connectors, and checked the signal levels. As far as we can tell, everything was working properly when Joe left your home.

  From our phone records for the phone numbers we have for your account, we found another conversation that took place on May 20, 2023 - one day after this complaint was made with the Better Business Bureau. Mrs. called in and spoke with our Customer Care Representative, Bobby. She told Bobby that her son had called in and made a complaint but Mrs.   wanted us to know that everything was working fine and there was no need for an additional service call. Looking at the bandwidth for your modem over the past few days, we see that it's running properly and has not had any issues.

  If you have any service issues in the future, please feel free to call our office. Thank you for being a valued customer since 1996.

*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. ↩