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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
******* 1: HTC will not work on equipment unless someone is home (unlike every other vendor)******* 2: Security techs will not schedule an appt, not even a window. VALUE MY TIME ******* 3: Grossly overcharged on my bill ******* 4: called HTC 3 different times. The folks answering the phone would not take ownership and kept saying someone would call me back. Why can't the billing folks handle billing? Train/empower your people. The 3rd person was the worst. Would not even talk to me about my bill without and ADDITIONAL verification that I did not have access to. Even though the previous two reps didn't ask for it. I have the maintenance plan. I was charged for labor and a smoke detector I should not have been charged for. Someone did leave a message that said they were waiving the labor but that is all the message said. Someone else dropped a "fee chart" in the mail to me. No letter of explanation, nothing. I do expect someone to call and talk to me about this, or I will be contacting the **************************** next week. ABSOLUTELY TERRIBLE
Business response
07/10/2024
Customer has noted several concerns that he has with Horry Telephone (HTC), and I have investigated it. The findings of my research regarding the concern detailed in the customer's complaint are as follows.
Due to liability reasons, we require someone to be present in the home during service visits. This policy is in place to ensure the safety and security of both our technicians and your property. We understand that this may be inconvenient, and we appreciate your understanding and cooperation.
We do value our customers time and are committed to working to provide a window of time that is convenient. We are currently reviewing our scheduling processes to ensure better communication and flexibility for our members.
We value feedback concerning our member relations agents, as it allows us to provide necessary feedback and coaching to improve our service.
Regarding the billing concerns, I have personally reviewed the charges on the account. I can confirm that both the service fees and the fee for the smoke detector have been credited back to the account.
I have spoken with the customer to follow-up with his concerns. The customer stated he was satisfied with the outcome.Customer response
07/10/2024
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
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Phone book left at our mailbox on 5/30/2024.Business response
06/03/2024
As a telecommunications company HTC is obligated by the Rules and Regulations of the state of ************** to provide published telephone directories at regular intervals.
South Carolina **** of Regulations Section ******. Directories.
Each utility is responsible for having the name, address, and telephone numbers of all of its customers listed in a ********************** directory that is published at regular intervals except public telephone and telephone service unlisted at customers request.Amended by State Register Volume 10, Issue No. 6, eff June 27, 1986; State Register Volume 31, Issue No. 4, eff April 27, 2007.
Customer response
06/03/2024
Complaint: 21782023
I am rejecting this response because:That is wasteful and unnecessary when I can ****** and number I need. The book simply gets thrown away.
Sincerely,
*******************************Initial Complaint
03/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This issue is about HTC. over charging me and fluctuating my bill just for internet. They even took my account and added other fees to when I relocate. They took an alledge account and add charges to my separate account. I call them over 5 times complaining about bill prices being incorrect. They just constantly make up stuff. HTC needs to be investigated and prosecuted for illegally charging people balances they never had. Over charges and more. Its not a mistake when you call a company and tell them about your issues and how they are charging you incorrectly. So Im asking that you get HTC to remove the service that I currently have with them off my credit history and let me get up of this fraudulent company services.Business response
03/27/2024
I have made multiple attempts to reach ******************************* at the contact number we have on file. I have left two messages with her son ****** asking her to call me. It is important for me to speak directly to ******************** to ensure she has not been a victim of fraud.Initial Complaint
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been an HTC customer since December of 2020. I have ********************, Cable streaming, and security monitoring with them. When I moved in, I spent a small fortune on security equipment to include 2 thermostats (house has 2). As part of the monitoring agreement, I have elected to have the maintenance plan. Early last week, I called to let them know that one of the thermostats says "malfunction" in the app, and is not responding. The tech tried to get it to reboot, etc to no avail. He explained that they would send someone out (covered by the maintenance agreement) next week. He also told me that I need not be there (I am at another home I own), and that the tech could troubleshoot over the phone with me. Today, 10/11/23, a rep called to say I would need to pay the $60. When I told him what the other rep said, he said sorry it was my problem. A couple hours later, he calls back to tell me that someone over 18 with a mobile device would also need to be there. I asked him why HTC doesn't have any integrity, and he didn't have an answer. I then had him have a supervisor contact me, who simply reiterated the second reps position. Going back against an agreement is below board and without integrity, what does a business have?Business response
10/13/2023
Customer has noted an issue that he has with Horry Telephone (HTC) and I have looked into it. The findings of my research regarding the concern detailed in the customer's complaint are as follows.
**************** called HTC and indicated there was something wrong with his thermostat and requested we send someone to take a look at it. During the call, he was provided with some incorrect information concerning the specific maintenance he subscribes to and regarding a remote repair visit. I have spoken with **************** to confirm the thermostat issue has been resolved and that I have applied a good faith credit for the HTC repair visit, and for the frustration the member endured due to being provided incorrect information. The member stated he was satisfied with the outcome.
Customer response
10/13/2023
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. ******* went above and beyond. Wish I had talked with her first.
Sincerely,
***********************Initial Complaint
03/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
During the month of August 2022 I canceled service and returned 2 pieces of equipment to the Socastee Branch of HTC. They did not give me a receipt. The woman complaimed about the condition of one peice of equipment. I received a bill for $149 when i had paid the entire service bill. I called several times and found that they were billing me for a piece of equipment that I returned. They refused to question their employee about the return of the equipment. They refused to stop billing me for a piece of equipment that I returned. They kept saying that I needed to return the equipment, when I already did. Why would I keep a piece equipment that belongs to HTC, when I have ******** for internetBusiness response
03/02/2023
Member disconnected service and was advised to return his HTC equipment. Member did return said equipment, however due to the state of the equipment it could not be recycled in order to be reused in another member's home. HTC has been in contact with the member and has issued credit for the equipment that was billed. This credit was a good faith gesture due to the frustration the member endured due to miscommunication. The member stated he was satisfied with the outcome.Initial Complaint
12/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Spoke to a rep back in July to disconnect service, explained to them that I have moved out of state. They adv to send back the wifi router. I shipped it to them a few days after I spoke with them. I thought I was free and clear. Yesterday I received a threatening letter from them stating that I owe $103.00. I called and paid the bill to prevent them from send me to collections over $103.00. I have not received any notifications or calls to adv that I had an out standing balance that should have been cleared once I returned the equipment. I did not recive any calls either. But you guys had no issues with sending me a letter about sending me to collections. $103.00 is not worth any getting sent to collections over.Business response
12/15/2022
HTC has reached out directly to the consumer and left a voice message to offer a reasonable solution to his concern. We are waiting for a response back from the consumer.Initial Complaint
02/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
In July of last year I returned my equipment via mail. I recently went to do a refinance on my home and was told I had missed payments and collections for HTC. I never received any letters to my home for the debt, and I'm offering to pay this (even though I know I sent the equipment and money off) in return for a letter and them completely removing the whole collection from my credit report immediately so that it shows that it never happened. This collection is creating huge financial hardship for my family and I'm willing to work with them if they can promise to remove this account and any evidence of apparently having late payments. Overall you are a great company and hope you help do the right thing for both parties.Business response
07/10/2022
Business Response /* (1000, 5, 2022/03/03) */ Member disconnected serviconen June 18, 2021 and was advised to return internet modem. HTC did not receive the modem back, so the member was billed for the equipment. Since the complaint was filed, the member has paid the outstanding bill and HTC has sent a letter to Equifax to show that it has been cleard and to removed it from the credit report. HTC has deleted the claim against the crediHt report. TC has also e-mail the member and mailed a copy to the member that it has been deleted.
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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