ComplaintsforUnited Communications

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company promises installation and then fails to deliver twice. 1st was October 17, 2023: called and cancelled right before the technician came and said more construction needed to be completed. Tech came and said literally nothing had been done to complete work. This was a waste of the 4 hour window as well as the tech being over an hour late on top of that. Company rescheduled for October 26, ******nd was October 26, 2023: technician came and said the proper construction still was not complete and could not yet again complete the job. These are 2 days that *** had to take off of work to get this internet installed which has cost my family a lot of money as I could have been working. We also need this going for my wife to be able to work from home starting in a few weeks. Just utter incompetence on the part of united. The installation company that united uses has had to be waste their time as well.I work a lot out of town and am not home very often. So rescheduling is not very easy.

  Business response

  11/13/2023

  Our customers complaint is regarding having to be rescheduled for installation due to unforeseen issues. The customer was initially scheduled to be installed with internet service on 10/17/2023. There was no additional work expected from our construction team for the installation. Upon the assessment from the technician running the fiber drop on 10/17, it was determined that there was additional construction required and the order needed to be rescheduled. The order was rescheduled for 10/26 to mount and splice a box during the installation. United did not have the appropriate equipment on that day during the installation to complete all the work necessary. The installation was rescheduled again for 11/1.  The installation team and fiber team coordinated together to complete the work successfully. The installation was completed on 11/1 as expected. United reached out to the customer to ensure that services were fully functioning. During this call, United identified that there was an opportunity to relocate the router for optimized signal performance and offered to do that work at no charge to the customer. To our understanding, this matter has been resolved to the customers satisfaction. 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  United Communications is the sole provider of internet and cable TV in the ********* ***** community so you're forced to purchase services from them. I purchased internet and cable from the sales representative (David) over the phone. I ordered internet services and despite their unreasonable and non-competitive prices I also ordered Cable TV services. He explained the price and admitted they were much higher than what I paid in the suburbs of Chicago but again I had no other choice. I received my first invoice (attached) and was astounded by a few things. First the invoice amount didnt align with the invoice details, the pricing was way over the price quoted by David and they bill in advance of delivering the product which is not always reliable. They also charge an unexplained activation charge resulting in a cable and internet bill well over $300.00. They produced a hand written order form that is full of inconsistencies and errors. The selling practices are deceptive.

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/17) */ We have worked with the customer to provide them a billing adjustment to resolve this issue to their satisfaction. This issue arose due to the original salesman's order not including a cable product. We send our bills on the 5th of each month. This customer was installed on 8/2 and we sent their first bill for that month on 8/5. This included their internet service charges as well as an activation fee that should have been discussed with the customer. Due to installation issues, the first bill was credited. The customer also called back in to add the cable product because it was not part of his original installation and was installed 9/9. This adjustment did not show until the bill that came out on 9/5, and this bill also included the tv product charges. The customer was not happy with the tv product and did not agree with the pricing. After multiple conversations regarding the original order, the customer decided to cancel the cable tv product. We agreed to adjust the bill and backdate to the original date of installation and explained that the first month of internet and the activation charge had been waived. The customer understands that going forward, he will only be charged for his internet product and our Wi-Fi equipment.

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