ComplaintsforHotwire Communications, Ltd.

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Initial Complaint
07/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Hotwire communication at *********************** has not resolve my issue with not being able to access the following links in over one month. I have called over 10x for my own follow up and the escalated NOC **** is not doing anything to resolve my issue. I have ask for a supervisor to give me a call back many times and no one has called me back. I have submitted ticket# ****** ******************************************************* *****************************************
Business response
08/08/2023
August 8, 2023
Ref: ********
***********************
Dear **************,

We appreciate **. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Our NOC Team is working along with the customer for a resolution to the issue.

Again, we apologize to ******************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
07/16/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hotwire is charging me for an internet box I NEVER got. I had the service because of the building Association, NOT my choice. They installed just ONE box because I only have one TV. After numerous attempts to solve the issue with their customer service department, I still have an outstanding charge of $250- an invoice I got on June 24th.Before moving out on May 31st, they sent me three labels, and I called numerous times, telling them that I only got two pieces of equipment, one cable box, and one internet box (and that's what I returned). Every time I call, the customer service agents respond differently. They need to be more consistent and communicate better. Hotwire needs to train the customer service personnel better. I'm still waiting their "investigation" about a simple internet box and the charge. It's very frustrating to keep wasting my time on this incompetent company. I hope this complaint helps me get a resolution to my issue. If you are reading this, stay AWAY from this company. I'm not surprised by the amount of complaints they got here.
Business response
07/25/2023
July 25.2023
Ref: ********
*************************
Dear **************,

We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Upon review of the account , the unreturned equipment fee has been removed from the account.

Again, we apologize to **************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Customer response
07/28/2023
[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 is satisfactory to me.

Regards,

*************************
Initial Complaint
06/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Hotwire communications is the internet provider at my apartment. 3 times this year they have upgraded my service without me requesting or approving these upgrades. These upgrades are not free and result in an increase in price which I have to spend time calling and having removed. This is tantamount to theft and this practice needs to be stopped by Hotwire Communications. They are stealing money. There are other BBB complaints on record from Hotwire customers but this shady business practice of adding services without permission and charging for them needs to stop. I never had this issue with any other tv/internet service provider in the South Florida area.
Business response
06/27/2023
June 27,2023
Ref: ********
***********************************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

We did reach out to **************** via phone and email in reference to the email campaign process for promotions.

Again, we apologize to **************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
06/15/2023
Complaint Type:
Billing Issues
Status:
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.
we were over charged for the 100 internet service for about 3 years and we would like a bill credit that will show on the bill and we want receipt of this credit in writing.
Business response
06/26/2023
June 26,2023
Ref: ********
***********************
Dear **************,

We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After billing review of the customers account the billing discrepancy was identified and the customer was credited for charges in error.

Again, we apologize to **************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
06/15/2023
Complaint Type:
Customer Service Issues
Status:
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.
On or around September of 2022 we were having internet issues. Hotwire sent out a technician and he discovered that we were being double billed for our service. He immediately called Hotwire and they acknowledged their mistake and said they would reimburse me. We are now halfway through 2023 and I still haven't received anything but a run around and false information. I have spoken to around 6-7 different customer service reps and get the same thing. We'll give you a call tomorrow or the check will be sent out. The amount is only $320.89. They act like it's $320 million. All I want is the money owed to me but I am inclined to get a lawyer and file a suit against them. I'd much rather have this handled expeditiously and without anymore hassle. I'm at my wits end and hopefully, with your help, this will be resolved ASAP. If any more info is needed please feel free to reach out to me. Thank you.
Business response
06/27/2023
June 27,2023
Ref: ********
***********************************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

We did reach out to **************** via phone and email in reference to the email campaign process for promotions.

Again, we apologize to **************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
05/21/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Have been without internet since May 18th. Was able to get a tech scheduled that same day from 4-6pm. At 1pm he was already calling wanting to pass by, I was at work. Not 4pm yet. he calls again and says he left that the issue is the switch in the building. Called later that day requesting a supervisor and they said it was on a call back basis. Never got a call back because the request was never put in. Called in Friday asking for an update and a supervisor and representative told me a supervisor isn’t going to do anything but hear me out, scheduled another tech to come in on Friday. This tech came in and told me the problem is with a fiber wire so he put in a request for a fiber tech to come out. I saw techs come in later that day to the building in the main room. They left late afternoon and told leasing office they’ll be back next day. I had to call multiple times to get updates and no one can give me a straight answer. There was a Hotwire tech on property visiting unit and I asked about the issue. Was told the fiber wire was repaired but it was not responding to network so network engineer was going to come out. Called again in the afternoon and was told they’re waiting for a tech to come out but it’s looking like for tomorrow (Sunday). Called this morning and a tech was never coming and they are trying to confirm an appointment with me for tomorrow Monday 10-12. The issue is not with my unit or router so I am not sure why I am confirming an appointment. If I would have never called no appointment would ever be made. This is an issue with the switch in the building, communication should have been made with the leasing office. I have to be the one constantly calling for updates. Finally spoke to ****** the supervisor - no straight response. Just saying the appointment is confirmed. I have only been in the property for 2 weeks and I am almost a week in without internet. This issue started ever since a maintenance was done 05/18 from 12am-7am.
Business response
06/07/2023
June7,2023
Ref: ********
****************************
Dear **************,

We appreciate ********************* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Technical Issues were resolved by Hotwire Technicians, The customer has confirmed the issue is resolved. As a courtesy a 30 day credit has been applied to the account for services.

Again, we apologize to ********************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Customer response
06/15/2023
[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 is satisfactory to me.

Regards,

********* *********
Initial Complaint
05/05/2023
Complaint Type:
Billing Issues
Status:
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.
Unfortunately my community (**** ****) were my winter home is located decided to end our 10 year contract with *******! Our new provider is Hotwire! Hotwire exterior line install was a nightmare! Cutting my existing exterior cable lines, leaving me with no internet with my current provider for 3 days! Then I had to make an install appointment with Hotwire 2 months later when it was finally up and running! I had explain due to my health concerns, unfortunately no one can enter my home! They can run the wires thru the existing holes etc waited a week, they finally came out! They refused me their service! How can that be possible? When Im actually paying for their services with my HOA! So im paying for a service that they refused to provide me! Im extremely knowledgeable & familiar on how there technology works and much more capable then there 20s something installers! My generation x, are very familiar with technology!
Business response
05/25/2023
May 25,2023
Ref: ********
*************************************
Dear **************,

We appreciate **. ********** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Our Hotwire Account Management team is working with the customer along with the property management to resolve the issue.

Again, we apologize to ********************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
04/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
From April 12th until present April 28th There has been no call back from any manager for two weeks, we have on going issues with everythng from billing, credits that are never applied, premium channels athetr a re never removed when asked to suspend them Managers who never call back now for 8 consecutive days to sort out biling issues. And the remote controls do not work and so we are payng for a service and cannot watch TV , we are in a community of 218 homes and we have on going issues with HOT WIRE, they keep billing us and we never have any resoluton . This is the worst company ever.
Business response
05/18/2023
May, 18,2023
Ref: ********
****** *******
Dear **************,

We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

The customers technical issued were resolved and a courtesy credit was issued on the account.

Again, we apologize to ****************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

Escalation Manager
Hotwire Communications, LLC
Initial Complaint
04/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Consistent outages in our neighborhood. We are contractually obligated to use their service in our *********************** neighborhood but they cannot support the volume and internet is down so often it is a joke. Many of us work from home and rely on their service. Most often it is not weather related and they are slow to work on issues and cannot provide the service we need.
Business response
04/18/2023
April, 18,2023
Ref: ********
***************************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Any changes to Service Providers would have to be decided by the property HOA Board which ***************** can voice her concerns.

Again, we apologize to ****************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Initial Complaint
04/15/2023
Complaint Type:
Billing Issues
Status:
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.
I disconnected my service on February 24, 2023 this year. When I received my FINAL bill, after returning the internet boxes, I was charged for an extra month. My service was disconnected in February, but they DECIDED to bill me for March as well! I called in to customer service to explain that I want to pay off my final bill but they are overcharging me. First customer service tried to tell me that my bill was behind from sometime this year, as if I didn't know how much I owed before I disconnected service, SHE LIED, and I caught her. Then I told her she needs to remove the extra month that they are TRYING to bill me, because my service has been disconnected almost a month and half, so they cant charge me for service that I am not using. Customer service said she back dated my bill a month, and proceeded to tell me that they will take $10 off for the month they are over charging me, This is a rip off and they are trying to steal my money at this point. I want to pay only what I owed them at the time of disconnection, which was about $79. Charging me for another month that I am no longer with your company is unacceptable. I do not owe you a bill or payment for March, MY SERVICE HAS BEEN DISCONNECTED SINCE FEBRUARY Please help me close my bill out with this company. I will never use them again. They have done me like this before, and I paid them the money because I needed the service, but I am not letting them do it to me twice.
Business response
04/18/2023
April, 18,2023
Ref: ********
*************************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After billing review of the account the customer had an outstanding balance prior to disconnecting her service. The charges on the account are valid.

Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC
Customer response
05/07/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Yes it is true that I had a balance already. I stated that in my claim. My argument is that you are charging me for the month AFTER my service was already disconnected. I have no problem paying my bill from before I disconnected service in February. That is what I was doing when I discovered that you continued to bill me as if I was still receiving your service. I am not willing to pay for service that I did not acquire after February, 2023. You are attempting to rip me off. I will not pay that. Please remove the extra bill that is after February, then I will pay my balance off with you. Thank you

Regards,

*************************
Business response
06/21/2023
June 21,2023
Ref: ********
*************************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After billing review of the account the customer had an outstanding balance prior to disconnecting her service. The customer was also billed for the month in which they disconnected service due to the Hotwire Subscription Billing policy which states when disconnecting your Hotwire services they will remain active until the end of your monthly bill period. The policy is explained in our Terms and Conditions data. The charges on the account are valid.

Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

***************************
Escalation Manager
Hotwire Communications, LLC

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