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Business Profile

Internet Services

Shaw Communications Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. 

Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Shaw Communications Inc. has 29 locations, listed below.

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    Customer Complaints Summary

    • 262 total complaints in the last 3 years.
    • 100 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Issue # 1 June 2021 I moved to *************** and terminated my landline *************).June 2022 I moved again and was told by the installer of the modem that I was still paying for the landline I had cancelled, he said I was still billed for it and I ALSO owed money for not returning some equipment. No pick up or return request was made by **** I rec'd a call to survey the installation and told that guy the issue and asked to receive confirmation of exactly what was going on. I never heard from anyone again.Issue#2 I tried 5 times to buy a cel phone and bundle my services but I cannot speak to anyone who will assist. You can only speak to Mobile OR internet, never someone who can bumdle. I was informed by a rude agent named Daily that there were NO supervisors, she had no management oversight at all.I then went to chat and relayed my concerns in writing and was told I would receive a call from a Supervisor/someone equipped to sell me a cel phone + data plan would call me within 72 hours. Never heard from anyone.I was told by the survey guy in June that someone would call me I was told in March that someone helpful would call me Those were just lies.I would like to know:1/WHY am I paying for a service I cancelled and WHY would I pay for equipment that their own installer said was out dated (15years old) and was junk anyway?2/Why don't staff have ANY supervision and happily tell you so as they are being rude and unprofessional?3/ WHY can't I buy a cel phone from my internet provider - they advertise phones and data plans but there is NO ONE to talk to. I'm not buying a $1200 phone and plan on a webpage!4/ HOW does one reach a human being at **** who is not a new hire or bizarrely rude?

      Business Response

      Date: 13/07/2022

      Re: Better Business Bureau Case #********


      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We thank you for your patience while we are currently investigating these concerns.

      Customer Answer

      Date: 18/07/2022


      Complaint: ********

      I am rejecting this response because:

      **** phoned me and once again made a bunch of statements which were 100% false:

      - I could expect a call on Friday between Noon and 2.  This is a clear and specific expectation they gave me but it was a lie

      - I was clear there was no value in having someone call and not leave a return phone number if I was briefly unavailable but my phone didn't even ring

      - I asked that I be clearly told what the situation with the landline and phone equipment was but in ****** written reply they make conflicting statements, concluding with "So going forward you will not be charged any equipment fee for that phone equipment. "  My question remains: WHY was I charged over the past year for service and equipment that was not used and in fact CANCELLED.  But **** will only commit that "moving forward" I won't be charged.  WHY does **** charge for cancelled services for a full year?  

      - ALL concerns remain:

      - why is any customer charged after cancelling a service
      - why does **** phone staff have no supervision and make this statement so confidently, they are clearly not accountable for providing accurate information leading to a year of charges on cancelled services

      - I have been waiting for MONTHS to simply bundle services and buy a phone.  If **** want to be a blackbox company with no human contact they just need to say so but repeatedly telling me that I will hear from a human to assist in my purchase when that never happens is dishonest gaslighting and not within their own TOS with the ****

      Time and time again **** tell me what I can expect from **** and then nothing happens. Employing someone to call me and again just waste my time reveals their true intention - to defer and deflect but not provide ANY customer service

      I'm only expecting **** to do what they say they will.


      Sincerely,

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

      Customer Answer

      Date: 25/07/2022


      Complaint: ********

      I am rejecting this response because:  This is NOT a response to the clear and specific questions and issues.

      This is a Better Business Bureau complaint, not a customer complaint.  My customer complaints were unanswered for MONTHS while I awaited the phone calls they told me to expect. 

      Sincerely,

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

      Business Response

      Date: 27/07/2022

      Re: Better Business Bureau Case #********

      We have been in communication with the customer directly to discuss the concerns brought forth. Our records indicate that services were disconnected as requested. We have asked the customer to provide documentation proving otherwise.

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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