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Business Profile

Satellite Supplies

Shaw Direct (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Satellite Supplies.

Complaints

This profile includes complaints for Shaw Direct (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 42 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:20/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On Jan **** and **** 2025 I attempted several times to contact Shaw Direct to cancel my satellite TV service. Very long waits on hold - the longest being over * hours where I was disconnected after this time, combined with using their ***************** plus sending a message on ******* (all methods suggested in their ON HOLD messages) I am still unable to talk to a live person which they require for cancellation.Their customer service is non-existent. I would ask your assistance in getting in contact with **** so I can cancel my service and not have to pay for another month of service since they refuse to answer their phones.Thank You

      Business Response

      Date: 21/01/2025

      We appreciate your business and thank you for your feedback. We regret any frustration arising from your experience. We are working diligently to ensure all our customers' concerns are responded to in a timely manner. We appreciated your time today as we reviewed the final disposition of your account and took the time to explain the equipment return process and the final billing(s). We are happy to report that this has been resolved to everyone's satisfaction.

      Customer Answer

      Date: 21/01/2025

       
      Better Business Bureau:

       

      thank you for your assistance!


      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

      Date:17/01/2025

      Type:Billing 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.
      Shaw direct has been on seasonal break since October **. Was taken off break for * weeks as we flew home for Christmas. **** was requested to place back on break Jan 4, but is still processing. Has taken my bill from -$*** to over $****..for * weeks. I have tried contacting, but since ****** merger they force chatting with robots that do not resolve issues. I have called and also have tried to contact agent through chat and can not get anywhere. Very disappointing lack of customer service and obscene over charging for subquality service. I want my bill adjusted and to finish processing my seasonal break. I would cancel whole service if I did not have two dishes and purchased so many boxes.

      Customer Answer

      Date: 22/01/2025

      January ** a woman from **** HQ called and rudely spoke to my wife regarding the filed complaint.  She was quite loud and strongly speaking.  When asked directly about last bill that had been emailed to me, she could not provide an answer and only VOICED that it would be taken care of.  When asked why the seasonal break was still in process mode on Jan **, request was for Jan *, she only stated that the next Monday it would take affect.  Zero confidence in this inexcusable telephone interaction.  **************** is definitely not this persons occupation, which she expressed a couple of times.  I am not surprised that you have not received a response yet.  As of today, Jan **** attached, I do not see any action being take nor an explanation on billing.  I went from -$******, to owing $******, services placed back from December 10, 2024 to January 4, 2025, to amount owing $******.  How did two weeks of service cost $******???

      Customer Answer

      Date: 27/01/2025

      So, now **** has taken almost $*** from me after using only 2 weeks of service.  I had a negative balance to them taking $****** on January **.  All of  this after I was told that they were reversing transactions and taking care of things.  This is absolutely unbelievable.  They have a nasty uneducated lady that does not work in any relatable department call, then they steal money.  After the ****** take over this company is unreliable and unethical.  I want my account fixed immediately.  **** needs to do better!

      Business Response

      Date: 28/01/2025

      Shaw Direct has confirmed that this complaint is resolved.

      Customer Answer

      Date: 28/01/2025

       
      Complaint: 22824708

      I am rejecting this response because: They did not provide any explanation as to how this happened and assured that it will not happen again.  They have acted extremely unprofessional and are not stating that this will not occur again this next month.

      Sincerely,

      **** ****

      Business Response

      Date: 28/01/2025

      The initial request to process the seasonal break was completed; all balances were cleared, including the seasonal break fees of $***** plus taxes. The payment made to Shaw Direct automatically was refunded to the credit card on file, minus the new seasonal hold monthly fee of $***** plus taxes; the customer will see the refund within five business days. Shaw Direct has completed the necessary adjustments to resolve this complaint.

      Customer Answer

      Date: 01/02/2025

      **** withdrew $****** on January 25 then gave $****** back on January 29.  Since it does not appear that this company is taking their errors very serious and not properly correcting the situation I do not feel comfortable with closing this file.  There is no evidence that they are trustworthy.  I need to see the next bill to see how we proceed from here.  ****** merger has not been client friendly or reliable.

      Customer Answer

      Date: 01/02/2025

       
      Complaint: 22824708

      I am rejecting this response because:  They have not rectified issue.

      Sincerely,

      **** ****

      Customer Answer

      Date: 03/02/2025

      Does answered mean that yes,  **** has stolen money from me and has not fully given it back?  Clearly their accounting is as useful as their customer service since they still owe me $*****.  I guess I should have contacted CRA at the same time as BBB

    • Initial Complaint

      Date:16/01/2025

      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.
      Try to cancel shaw direct for a week now but no one ever picks up. Hours and hours on hold and nothing. Hours waiting for online chat just to be told I have to call. This is pathetic. Please help.

      Business Response

      Date: 17/01/2025

      Shaw Direct has contacted this customer and resolved his complaint.

    • Initial Complaint

      Date:15/01/2025

      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.
      **** is refusing to cancel my account. I tried on chat but they told me I HAVE to call in. We called in several times only to sit on hold for over an hour. We work. We do not have time to sit on hold for hours. Went to the chat again to tell them this. Too bad we have to call in. Called in again. Sat on hold for over an hour. Had to return to work. I want to cancel my account. It is against the law to not allow someone to cancel their account. The only reason for calling in is so they can ****** you in to trying to keep your account. I emailed them all my info to cancel my account. Not sure it will result in anything. Their office is closed by the time were both done work and again we dont have time to sit on hold for hours. I just want my account cancelled.

      Business Response

      Date: 17/01/2025

      Shaw Direct attempted to contact this customer to address the complaint. The telephone number is going directly to voicemail. Shaw Direct have left messages; no return calls were received from this customer

      Customer Answer

      Date: 17/01/2025

      In my messages to you and them I have said I work all day. And yet they keep phoning me. I cant answer or call or sit on hold when Im in meetings all day. They can easily cancel my account as requested. 

    • Initial Complaint

      Date:15/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      We began calling Shaw Direct on Jan * 2025 to cancel the service we have with them. Each day since, we wait on hold for anywhere from *** hours. All we want to do is cancel our service and they are blocking us from doing so.

      Business Response

      Date: 15/01/2025

      Shaw Direct can confirmt that the customer has been contacted and the complaint has been resolved to the satisfaction of both the customer and ********************.

      Customer Answer

      Date: 15/01/2025

       
      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

      Date:14/01/2025

      Type:Billing 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.
      Have not been able to cancel our **** account as we have moved. We keep getting bills and have been unable to get hold of anyone at ****. We tried for a week before we moved, have spent many hours on hold, also with live chat too. Very frustrating to not get hold of someone to cancel our account!!!

      Business Response

      Date: 16/01/2025

      Shaw Direct can confirm that we have spoken with the customer and that matter has been fully resolved to the satisfaction of both the customer and ********************

    • Initial Complaint

      Date:14/01/2025

      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.
      Have tried contacting shaw Direct to cancel services - tried online chat but cancelation of services must be done over the phone. I have tried on more than * separate occasions over the past few weeks and at different times of the day (first thing in morning, mid afternoon and also around ****). Never an answer - I've been patient and waited more than *** hours each time. I shouldn't have to waste my days trying to cancel a service. I am beyond frustrated and can see that this seems to be an issue for other customers as well. This is completely unacceptable. I cannot waste any more time on this, but also don't want to get bad credit by not paying. Shaw direct customer service is terrible.

      Business Response

      Date: 15/01/2025

      Shaw Direct can confirm that this complaint is resolved.

    • Initial Complaint

      Date:14/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      We have been trying to cancel our satellite service with Shaw Direct since January *, 2025. We cancelled the automatic pay option January *, 2025. Because of that our account was billed ***2, **** credits accounts ***0/billing for being on the auto pay program. We agree to pay this amount.Going through the "chat" online with an agent on January *, transcript available, we found out the only way to cancel our service is to call the ****************** and speak with an agent. In order to speak to an agent, someone has to answer the phone. That's our problem. Nobody answers the phone. We have snap shots of different times we have sat in the phone queue, the longest was on Jan ***, 2025, ** hrs. ** mins. We have called many many times, no playback message as to how long a wait it is and no option to receive a call back. We called again today and there is a new recording since last week. It says they are receiving a higher number of calls than usual, there may be a delay. Of course the usual, thank you for your patience, your call is important to us, our customers are important to us, etc.We also went on line Jan *. and waited in queue to "speak" to an agent, number ** and * hours later, I managed to get across to the agent to put a note on our file about wanting to cancel our satellite service as of Jan *. Unsure if that was done, I got cut off (timed out?) just as I was asking for confirmation there had been a note made.I drove to ******* on January * hoping to connect with an agent in person, just to find out that all **** outlets open to the public have been closed. ****** personal could not help. Again being told, by a building security guard, the only way to cancel service is to call the number, it took 2 months to cancel his account.We are looking for help to connect with Shaw Direct to cancel our account and ensure we are not charged past January *, 2025.

      Customer Answer

      Date: 14/01/2025

      Good Afternoon,

      We have had a resolution to our complaint.

      We dialed the number again this morning, someone answered and was able to cancel our account for us.

      Our final bill is ****.   Thank you and please close our complaint.  **** ******

    • Initial Complaint

      Date:13/01/2025

      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.
      I have been trying to talk to an agent of **** for the last * hours and there has been no response to my call as I am still on hold.

      Business Response

      Date: 15/01/2025

      Shaw Direct has reached out to the customer and resolved his complaint.

    • Initial Complaint

      Date:13/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Have been trying to cancel a Shaw Direct Satellite TV account.Can only do this by phone.Called last Monday and was on hold for * hours ** minutes (have proof) with no one answering.Calling today and have been on hold for over * hours so ****** one can help on their chat online because it is a cancellation.They will not accept a return without a phone cancellation and have no way of providing return information on their website.

      Business Response

      Date: 14/01/2025

      Shaw Direct can confirm that this complaint was resolved

      Customer Answer

      Date: 18/01/2025

       
      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.   However there are some serious issues with your customer service operations, nobody answers the phones.

      Sincerely,

      ***** ******

    Shaw Direct (HO) is NOT a BBB Accredited Business.

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