ComplaintsforZito Media

• Initial Complaint

  05/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Zito Media bought out ******* Cable ******. Prior to the takeover, I notified ******* Cable ****** the end of May beginning of June 2022 to cancel my service because I was moving. I moved and had my mail forwarded and received a bill from Zito Media in the month of August 2022 for over $400. I contacted Zito Media and spoke with a representative in the Escalations department who informed me that she was sorry that the service was not disconnected and that she would make the necessary adjustment to the account leaving me owing nothing and that I would receive an email from Zito Media showing the account balance being zero dollars. I never received the email, but later received another bill for over $800. I again contacted Zito Media and spoke with a different representative who stated that she saw the notes on my account where I called in and said that the service again had not been disconnected. She assured me that the service would be disconnected and that the appropriate adjustment would be made to my account and I would have a zero balance. I again received yet another bill from Zito Media for a balance due of over $800. I again called Zito Media and spoke with another representative who again saw both notes from the previous representatives and stated all he could do is send it to Escalations and that they would contact me. Since that call I have not heard anything from Zito Media and now Zito Media has sent this erroneous bill to a collection agency who reported a balance of $844 to my credit report. Unless this matter is resolved in a timely manner I am left with no choice but to seek legal counsel to take legal action against Zito Media for deceptive, unfair trade practices.

  Business response

  05/27/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  Federal Communications Commission         
  Consumer & Governmental Affairs Bureau
  Consumer Inquiries and Complaints Division
  *****************************
  Gettysburg, PA **********
  
  Re: *************************
  Complaint ID: #********
  To whom it may concern:
  
  This is in response to Complaint ID: #********, We apologize for the billing issues **** has been experiencing with his Zito Media account. Looking into the complaint I can see that **** called in on 10/3/22 and explained that he had cancelled the service back in the month of July, and then another calls on 10/27/22 explaining again that the service should have been disconnected in July.  On 11/02 we received ***** equipment at the office. Finally, another call was made on 2/27 in regards to the bill not being corrected.  With the calls made and the information we have documented it does not show any call in August regarding the account.  In order to waive the entire balance, we will need **** to provide a form of proof that he had requested to disconnect his service in the month of July.
  
  Should **** have any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  *********************************
  Escalation Coordinator
  Zito Media
  102 S. Main Street
  Coudersport PA 16915
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been lied to multiple times saying a technician has come to my house, nothing on camera and they say they knocked and no one was home. I’ve been home all day and can see outside as well as 5 dogs that bark at every one walking by. I had an appointment for them to come in the house and check everything related to Internet because I’ve been having ongoing signal issues. This has been the 3rd time this has happened in the last 3 weeks. I have taken off work in one of the instances and have lost pay and vacation time. Be accountable and do your job as promised. I am a paying customer for the last 5 years never late never missed a payment. I have never had issues until now.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aside from the constant outages, I tried to call for tech service for my residency numerous times. The call transfers to an outservice in what I assume is India. For almost two they have said "we are having maintenance on the internet" which is an excuse for them not wanting to solve the internet issue in Liberal, KS. My friend who has the same internet has running internet, I don't. It's not a city wide maintenance issue. Support refuses to schedule a work order to fix it. I want to cancel the subscription but they still refuse to let me even do that. Everyone in this town is tired of their shady business. By the way they are basically running a monopoly in Liberal Kansas because the other ISP's are strictly for businesses.

  Business response

  04/24/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  
  Re: ***********************
  Complaint ID: ********
  April 24th 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.   We apologize for the issues ******* is having.  After talking with *******, he said since he has gotten his own modem, he hasn't had any issues. As of today, his issues are resolved.
  Should ******* have any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  ***********************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From Feb. 2022 to present Zito Media has been taking o we from ************** a local provider. We will go weeks even moths with this Zito have issues of low download speeds and crackling telephone service. This past week April 12,2023 I had an appointment to have service looked at after a storm, no one showed. The company calls Thursday and reschedule me for Friday 8-10am. It comes and goes I call multiple times to the company and get give him more time he is behind. Finally at 9:30pm I call and the customer support tells me that the case is still open the will get me on Saturday April 15. I called Zito at 8am on Saturday morning to see if a technician was going to be coming over. Then I'm told my case was cancelled because the original tech did not tell them that he could not get to it and the cancelled it. I have been told that the 2nd tech called out and one tech is doing all the calls and then I'm told that he couldn't get to me so the just cancel it. I've gotten no discount on my bill for having no speed I pay for gig and might get kb or mg speeds if lucky. All this and I work and home school. This is driving me nuts. Plus there is one other provider and they are just as back. But at least they don't have all their calls routed to PA to be handled and no local office.

  Business response

  04/19/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: *******************
  Complaint ID: ********
  April 19th 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.   We apologize for the issues ****** is having with our service. I checked her signal levels and I can see the issue that ****** is having. ****** called and talked to one of our agents on 4/18/23 and we got a service call set up for 4/25/23 to have one of our technicians go out adjust her signal levels and check everything from the tap to the house as well as everything inside the home. I called and left a voicemail for ****** letting her know I updated the work order notes and that I will be following up with her to ensure that she is satisfied with our services and the issues are resolved.
  Should ****** have any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  ***********************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service goes down constantly without explanation or apology. No functioning customer service. They’ve also created a “policy” that makes it impossible to be reimbursed for downed time - which is sometimes over 24 hours. If you use Zito, you’re at the mercy of the ***** ***** stagecoach.

  Business response

  04/11/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  **************
  Complaint ID: ********
  
  11 April 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I have looked through our database of customers and I am unable to find any account that is linked to this phone number or address.  The name on this customer concern is not a full first and last name.  There is no customer in our system with this address and I could not find it on ****** Maps as a residence or business.  I have tried reaching out on the phone number that was provided and it gives a message stating “The ****** subscriber is not available”.  If this is a commercial account, please state that and give more information as this comes to the residential department of Zito.  To address the concerns listed, we do reimburse customers for the times the service is down.  It is in the terms of service and we do not expect customers to pay for something that they did not receive.  There are circumstances in which there is an individual instance where certain exceptions are made to accommodate customers to meet their situation.  In this instance, I have nothing to go off of considering I have no way of identifying an account.  Furthermore, all internet and cable providers including phone companies, electric and gas companies, lease equipment and delivery vehicles, i.e.: lines, pipes, etc., in order to provide services to their customers in an efficient way.  This way, there is not an abundance of lines run everywhere and no denials of permits that can prevent customers from getting a service.  We have been held hostage in the past from this practice from a company not addressing an outage or issue in a timely manner, therefore customers are waiting longer than we would like.  When that occurred, we had credited all customers affected by that for the time without service without a request from each customer.  It is not bandwidth that is leased from any company.  There are no short orders.      
  
  If ****** has any additional questions, we can be reached at all times at 1-800-365-6988.
  
  
  Sincerely,
  
  James S*******
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915Tell us why here...

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It would be awesome if I could go a day without internet or billing issues.. Customer support is terrible.. I'm constantly getting the run around.. Between missing tons of work and my son missing school so we can be home to get this resolved.. I've about had it.. This has been going on since we got this installed in 2020.. Three years of phone calls nearly every month or so about some type of issue.. Have no internet at all for months but are still required to pay our bill.. Who ever installed our Zito.. ran a ton of cable up electrical poles without permission and left piles of wire on our road with some spots stretched so tightly you could strum it like a guitar string.. Calling customer service is a nightmare and gives me anxiety every time.. I usually get someone from another country I can't understand.. Zito billed me twice awhile back.. Promised to reimburse me but I never got my money back for that and my monthly payments I send and are always lost until I send proof of payment.. this is absolutely unacceptable!!! Something needs to give here... Seriously please have someone who knows the Zito company well enough to resolve my issues to call me directly.. I would prefer the CEO.. notes are never added to my account even after the zito reps tell me all about it and says they will add notes to my account..Call 2 days later and guess what no notes and have to explain myself again.. and again.. This is probably the worst I have ever been treated by a company.. Please someone HELP US!! We seriously just want internet at our house that works and not get harassed about owing money that I’ve paid..*************************** ************

  Business response

  03/28/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ***************************
  Complaint ID: ********
  
  28 March 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I called ******* and went over the concerns expressed in the complaint.  The technician had gone to the location and changed the *** on 28 February due to customer stating they cannot connect to internet.  Once that was changed, connection was made and speed levels were inline with the package subscribed to and all light levels are in specification.  The technician noticed that the ****** have a ****** Mesh system running in the house that handles wireless connection.  Zito technicians are not able to troubleshoot customer equipment and are not trained to do so.  When speaking with *******, she had stated that she disconnected the mesh system and was only using the wireless from the ***.  Wireless signals are affected by multiple different things and also degrade the further you are from the source.  I had instructed her to plug the ****** mesh system back in and hook everything back up and once all connected, I would call her back to possibly bridge the system to the ***.  I gave this to our Tier2 department to contact them and during that phone call, **************** stated that everything is working great and getting great speeds again.  Everything was reset during this and restarted making the *** and the mesh system link up and work as intended.  I had credited the account for the time that they were not able to use the service to its full capability and it taking longer than expected.  I also went over the past bills with her and explained that they were not billed twice and all account activity is on the statements in which I had our support staff email each statement from October 2022 to current day.  A technician is also being dispatched to address the line that is hanging low that is having tension put on it from the snow.  It was recorded in the account notes from an earlier service call that they were not able to release all of the tension on the line at that time due to the weight of the snow and it is not having a negative impact on the light levels providing service.  I will be following up with the technicians and the Director of this area to ensure this is rectified.
  
  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have high speed internet through Zito Media. I should say I sometimes had it in the past. I must say the service was fine when it was working. More often than not though it would be no service. As of filing this complaint I have been one entire month without service. Have called Zito countless times only to be given the run around every time. They always say there is an area wide outage, yet my neighbors have service working. They never send techs. The few times a tech has come out, they cannot identify the problem. On the most recent call to Zito, I was told directly that they cannot fix it and they will not send any technician. I only want my internet to work. I will not send one more dime to Zito Media until its fixed.

  Business response

  03/06/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: ***********************
  Complaint ID: ********
  

  March 6th, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.   We apologize for the issues ****** is having.  After reviewing the account, I can see where ****** called in asking for a technician and we sent one right out the very next day and the technician confirmed that they are having a problem along with their neighbors. After talking with the technicians and the technical operations director, they informed me that there is a bad underground cable that needs replaced with fiber cable. This will fix the upstream signals,once the fiber line comes in then we can get the line replaced and the upstream signals back in range.  The technical operations director has a maintenance work order scheduled with a technician heading out today to figure out what is causing the downstream signals to be out of range. I called and left a voicemail for ****** with all of this information.  I will be following up with ****** to ensure that they are satisfied with our services and the issues are resolved.
  Should ****** have any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  ***********************
  Escalations Coordinator
  Zito Media LLC
  ********************************
  *********** ** *****

  Customer response

  03/07/2023

  [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:
  
  No technician has been to the site. 
  

  Regards,
  
  ***********************

  Business response

  03/14/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: ***********************
  Rebuttal Complaint ID: ********
  

  March 14th, 2023
  
  To whom it may concern:
  
  This is in response to the BBB rebuttal complaint ID: ********. After talking with the technicians and the technical operations director, they informed me that there is a bad underground cable that needs replaced with fiber cable. The technical operations director informed me that we have a contractor out today 3/14/23 to get the fiber line replaced. This should fix any ongoing issues. I called and left a voicemail for ****** with all of this information.  I will be following up with ****** to ensure that they are satisfied with our services and the issues are resolved.
  Should ****** have any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  ***********************
  Escalations Coordinator
  Zito Media LLC

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

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting in January, a new charge is appearing on my internet bill. My bill was previously $52.99/month and now it is $62.99/month. **** has added a "Non-Cable Line Charge" of $10 without notifying me and without explanation.I called Zito Media to ask about the charge and I received 3 different answers from 3 different people. One representative told me it's a new charge 'for having just internet and no cable.' Another representative told me it was a 'one time fee' and shouldn't show on the bill next month. The third representative I spoke to said the fee came from an audit conducted by **** that should have only affected **********, **, but instead affected the whole *********** in error. He said the charge shouldn't be on the bill going forward. A manager was supposed to call me and never did. Well, this is the second month now that the additional $10 fee is added.I included a copy of my recent bill.

  Business response

  03/01/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: *****************************
  Complaint ID: ********
  

  March 1, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize for the confusion when discussing the Non-Cable Line Fee.  To Clarify, the charge in question is a mandatory charge that is applied to all ************** customers that subscribe to Internet and/or phone but do not subscribe to video.  This has recently been added to multiple accounts as we did do an audit to pull account that did not have the charge that should have it.  This will be a reoccurring charge at the rate of $10.00.  I was able to get in contact with ******* and explained the charge to her via phone as well.  ******* is satisfied with the outcome of our phone call at this time
  Should ******* have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 *********************************************************

  Customer response

  03/02/2023

  [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

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service technician came out to my property due to the internet cable was cut by another company due to it not being marked. It damaged my neighbors line so they drove the service truck onto front yard by utility pole to lay down a new line. This line was placed on top of the ground across my front yard and driveway all the way to my neighbors house. The service truck got stuck and damaged the main water line from the road going to my house. Water was shooting out of the ground for a week. Water company came out and stated it was on my side of the meter so we would need to repair. Contacted Chris D************** service area manager to alert him the following day as this occurred at night. The vehicle remained in the front yard as it was stuck. We contacted a plumber to come repair line. We paid for damage and was informed to submit invoice for reimbursement. Its been over 2 months and after calling, emailing and texting Chris D************* we still have not been paid. Over $500 in damage and the line is still not buried that is supplying my neighbors internet service. We need to be reimbursed as promised as well as the line buried that is lying across the entire front yard and driveway. Has caused financial hardship and we are getting no response from Chris D************. Please help. Thank you!

  Business response

  02/13/2023

  02/13/2023 

  To Whom it May Concern,  
  

  This is in response to complaint #********. We do apologize about the reported  damge done to *** *****'s property. We are working directly with local management, as well as local utilities to investigate this issue. This may take time depending on how long the  investigation takes. We reached out to *** ********* and we will keep the customer updated  and informed as we know more.  
  

  If the customer has any further questions, we can be reached at ###-###-####.  
  

  Sincerely, 
  

  Daniel S****** 
  Escalations Coordinator 
  Zito Media

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Agree with other reviewers! Had one person state they were a supervisor *******************. Called back 30 minutes later and was told there was no supervisor by that name. Or there is the time I called to see why the service tech had not yet come and was told they had come but no one had answered the door except no tech had actually come! Or the time a Supervisor Confirmed the work order details (swap out equipment due to it not working). But then was told the work order was for something else. AKA they put the ticket in wrong. Again written ticket notes did not match what they verbally told me. How about this policy- sorry I can not put a service ticket in for your issue BECAUSE all the technicians are on other service calls. Call back tomorrow! Or this policy- no I the company rep can not give you any identification nor tell you my last name just call back and ask for me by my first name only. (Of course that doesn't work). Or this policy, and I quote- I can not connect you to a supervisor unless you tell me what problem you are going to discuss. No you may not talk to a supervisor just because you ask to do so. Or this trouble shooting wisdom: the zito modem is not working because Your external wireless router is not compatible even though the external wireless router was NOT plugged into power nor cabled into zito equipment!! The only reason Ziti rep knew about this external router was because I told them it was in the room. The rep actually expected me to believe that equipment not plugged in can stop zito modem from working. I could also repeat other lies I've been told. Still no service after 10 + days. Since Zito is THE ONLY SERVICE PROVIDER in ******** ***** area and thus I can NOT vote with my feet and switch providers I HOPE BBB will assist us.

  Business response

  01/31/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: *************************
  Complaint ID: ********
  January31,  2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize that ***** is unsatisfied with Zito Media, and that ***** is having service issues with their internet. Touching upon the points mentioned in the complaint, We do not have a supervisor by the name of ******************* in our Corporate office, however we do have an offshore department in which ******************* is the supervisor. When asking for a supervisor, it is a Zito Media policy and protocol for the Customer Service Representatives to get all of the information from the customer when they are asked to pass the call on to a supervisor, and this does include getting a brief description of the issue at hand. Agents also are not able to but in same day appointments, but should not deny scheduling a next available appointment. Our representatives are not required to give their last names to customers, but we do require they voice their first name. System errors do occur and situations where the wrong technician is assigned do happen, we are working on a fix for these types of situations.
  

  As for service issues, I can see that ***** has been affected by multiple maintenance issues and area outages. At this time I am unable to verify the status of *****’s service as she has requested to disconnect and has unplugged the modem. The disconnect is scheduled for today 1/31/23.
  
  Should ***** have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  
  Breaunna T***********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

*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. ↩