Business Profile

Satellite Supplies

Shaw Direct (HO)

Headquarters

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Complaints

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

Customer Complaints Summary

70 total complaints in the last 3 years.
42 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:25/09/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 cancel my shaw direct subscription for over * months. I can only give them *** hours per weekday on hold and then need to continue working. They only take calls weekdays and you cant cancel any other way except phone calls. They have *** it so unless you take a day off work they can continue to take your money. Not sure this is legal?
Business Response
Date: 26/09/2024
Shaw Direct can confirm that this complaint was resolved. The client spoke to a Shaw Direct advisor on September **, 2024, at ***** am and cancelled his account. Due to higher than usual call volumes at this time, the client may have waited longer to speak to an advisor.
Customer Answer
Date: 26/09/2024

Complaint: ********

I am rejecting this response because: this was my *** attempt to call ****, they allow you to do seasonal holds on service online so that is how I was able to stop being billed, obviously many people chose this option so they added a $** month fee for doing this. This meant wait for * hours or pay the price. Their hours are weekdays only meaning most working people wouldnt be able to accomplish this and therefore would be forced to pay. A simple online cancel form would eliminate this issue, even the chat option wont allow you to cancel. The online cancel option would obviously allow people who dont have hours through the week to wait on hold to stop being billed, this however would cost the company. This seems as close to a **** as possible.

Sincerely,

*** ***
Initial Complaint
Date:12/07/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 cancelled my **** service several times as I had none for several years. They were charging me for a service not delivered which is illegal. Then even though I sent their hardware back that didn't work I have a collection on my credit by them which provided me no written writing and there was no debt. In fact they owe me a few thousand dollars. Companies can not not provide a service and force you to pay for nothing because they think they are entitled. I am standing up for literally being ****** from.
Business Response
Date: 18/07/2024
Shaw Direct have made attempts on July ***** to contact this client to discuss and resolve the complaint. We;re unable to reach the client.
Customer Answer
Date: 20/07/2024

Complaint: ********

I am rejecting this response because: number ********* l collected nothing from me I had already returned the gardware. 2. There statement is absolutely ***** and has. More to do with hardware return. I was provided shoddy at best service ever from Shaw direct and tried to cancel the service countless times. They said they'd fix it and kept trying to to the point where spotty sometimes service turned into never being able to access their service which is why I say service charges for not provided. They also charged me for even extra services I wasn't receiving nor asked for. Lastly when I told them it wouldn't even connect with receiver for months and first cancelled online then they said that's not acceptable have to in person I did and still got charged an extra month as they refill even though I was receiving no accessible service. Lastly when they called me for **************************************** hospital with covid and pneumonia and I have a blood disorder and wasn't doing well it would be returned when I returned home which I did after several months of almost dying on my own not by a collector. I have no problem taking this to the media or court because I'm not going have companies make up ********** to they customers It's about customer service, pretty much committing ***** by charging for services not used or even accessible. If I can't connect to their satellite and asked four times to cancel service why was o paying for nothing??? That is *******. Regards. Tammy

Sincerely,

***********************
Customer Answer
Date: 22/07/2024
I have returned **** calls twice and got answering service. I have left two messages. One before this reply and one the same day as, as they said they could not get ahold of me. I had returned the call. Going forward, I have had so many issues with **** not keeping their word I prefer communication in writing as well. I will print off and send in my call logs to show I did return the call before this said message. Thank you. *****.
Business Response
Date: 23/07/2024
Good day,
Shaw Direct spoke to *********************** and wished to advise that the complaint is now resolved.
Customer Answer
Date: 23/07/2024

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 in apologies now. Doesn't change original situation obviously which I'm still not happy about but it's looking like this is the best they can do, so at least they attempted to resolve it now going forward

Sincerely,

***********************
Initial Complaint
Date:04/06/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 would like our old receiver returned and then we will return ****** receiver. **** try saying they've tried to contact me which I have spoke to * customer service .Representatives. First call I made back I was left on hold over an hour because the office was closed with no explanation through their call center. All we request is that our old property the receiver be returned to me and then we will return **** ****** receiver. Instead **** ****** says that they cannot return our property . And threatened to send it to collections. All I want is to have my property returned . They refused on * separate occasions that I've spoke with customer representative. Unlike what they have said on my review.
Business Response
Date: 05/06/2024
Shaw Direct have made several attempts to have a conversation with this customer to address the complaint. All attempts were unsuccessful.
Shaw Direct's stance on this issue is unchanged. The customer is required to return the hardware they retained, as per the original agreement made when they upgraded to the latest equipment model. The customer was informed that the older models should be recycled, as they are incompatible with the new system and have been decommissioned, rendering them valueless and unusable. The hardware in the customer's possession is a rental unit, and its value is not comparable to the older model that was returned to Shaw Direct.

Customer Answer
Date: 05/06/2024

Complaint: ********

I am rejecting this response because: I would like to have my property return to me also. ****/****** has my receive, as pictures shown their is being shipped. I would like them to return my equipment that they are is possession of . Otherwise I consider ****/ ****** to be thieves and it's all part of ****** corporate greed .

Sincerely,

**** Tales
Initial Complaint
Date:11/04/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
This company has placed my account (#***-*********) in collections for * receiver they are claiming has never been sent back to them. I had two receivers and cancelled my service last year. Both receivers were placed in the same box and sent to ****, months passed and I get a call from a collection agency advising me I owed them for * receiver never returned? How did they credit me for 1 receiver in the box but claim they never got the second one. I have placed * phone calls to **** trying to rectify this problem and have been promised they would look into it and were certain it could be resolved. As a matter of fact the last employee of **** I spoke to agreed it was not right the way I have been treated and promised me to look into this and correct the problem. I received another call from the collection company who I again explained my issue and they cannot help me they tell me I must deal with ****. This is beyond ridiculous, I refuse to pay for a receiver I returned no matter what **** is trying to claim. It appears their common sense has gone out the window. How in the same box you receive * receivers but only credit me for 1? What would be the motivation for me to keep *? I no longer have their service and I am extremely frustrated, I notified the collection agency if they called again I was going to file a complaint of harrassment against them and ****, **** needs to get their act together and not hold former customers hostage with a collection company through no fault of the customer. I am asking for immediate credit and closure of my account and would like it handled immediately.
Business Response
Date: 12/04/2024
Shaw Direct wishes to advise that this complaint is now resolved.
Customer Answer
Date: 12/04/2024

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
Date:15/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Acct#************* I have been calling customer service since our third month of service asking them to explain a +$*** "Amount of Previous Invoice" ****. I have been promised these documents by email or hard copy. I have been waiting for a supervisor follow up call for * years and have currently been waiting for * weeks since my last call. December ****, 2023 our services were cut off. I spoke with a customer service representative, the second one after the first one wouldn't accept my proof of payment, I explained that it was within my rights to ask for documents proving monies owed as a ******** consumer, since they were different from my own. I have never missed a payment since our services started. He put me on hold to talk to his supervisor and said they would delete the $*** from our account as they were unable to provide documents from that long ago. I said I was willing to pay current amount for services owed for December and was not looking for free services. They turned or services back on ad I was transferred to a different depart for non related discussions. Our next bill Dec/Jan **** shows Amount previous is still +$****** our Current Charges $-*****. Jan/Feb **** Previously owed $****** with Current Charges $******... $***** late fees. I now want not only an explanation with documental proof I would like all the interest I have paid for the last * years.
Business Response
Date: 20/02/2024
Shaw Direct reached out to the customer and provided clarity on her billing schedule. The customer is not paying her bills on the due date of the **** of each month but two weeks later,this incurs late fees. Also, the customer is not paying her bills every month,her payments are behind which explains the high balances owed.
Although Shaw Direct offered the customer a statement of account from the time of subscription and the explanation, the customer did not accept. The customer has stated that she will disconnect her services.
Customer Answer
Date: 20/02/2024

Complaint: ********

I am rejecting this response because: I would like to see how late fees, three months into being a Shaw Direct customer would accumulate to $***, Since I have been paying the late fees as I said I would until the $*** was explained and the copies promised during my first customer service call, would be emailed, the next was to be mailed, and round and round we went for * yrs. I have been paying the section of Current Charges and yet the $*** is still there. So I would like our account summary with confirmation of monthly payments, from the day we started **** until I cancelled our account. I would also like a summary of the interest paid every month for the same duration. Even though I was told I wouldn't be able to get my "head around it" when I got it!

Sincerely,

***********************
Business Response
Date: 22/02/2024
Shaw Direct has provided the customer with a statement of account via email since the activation date.This statement includes details of any late fees charged and explains why the balance is over $******. The customer decided to disconnect their services.Therefore, Shaw Direct considers this complaint to be resolved.
Customer Answer
Date: 24/02/2024

Complaint: ********

I am rejecting this response because: I never received anything for Shaw Direct email or hard copy. Can they please provide proof of ** receiving correspondence and opening the email? And yes we ended our services with Shaw Direct ,we feel we have paid enough interest on $*** in the last * years ********************* for a supervisors call back and the reason I have asked for the original bills! If sent to collections they will have to provide the paperwork anyways same with small claims court.

Sincerely,

***********************
Initial Complaint
Date:02/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Complaint to: Shaw Direct Satellite TV Date: Oct **, 2023 A message came up on our TV that our satellite boxes needed to be upgraded. We called on Oct ** for more direction on this. We were on hold for 1hr ***** and then were disconnected; we never spoke to any representative. We then visited the local **** office in ******************* and brought our boxes for upgrade. That office said they didn't deal with TV services; they were the mobile office. They sent us to ************* to get new boxes. When we arrived at there, they informed us they haven't dealt with **** for awhile and couldn't help us get new boxes. Frustrated with the run around and the previous call on hold for over an hour, we decided to get a Roku streaming unit instead and to cancel our **** account. We called **** that same day, Oct ** at ****, but they were closed. Called again on Oct ** but were closed. I tried to email **** to request my account be cancelled but they don't have a customer service email address or form. I am now very frustrated at not being able to contact them so I decided to cancel my direct bank payments to the account. I called on Dec ** and got through to cancel my account and the rep informed me that there is an outstanding balance of $******. I told them I would not be paying this. We have now received the paper bill in the mail. We called, we physically went to their office, went to the third party store, called 2 more times to no avail. Cancelling my payments was the last resort. **** did call me on Dec * and I declined the call, probably because I was at work and couldn't take it. They reached out to us only when they noticed we 'missed' a payment. How is it that **** has my email address, but I don't have theirs? How is it that a customer is on hold for 1 hour and 33 min and then gets hung up on?I am writing this to BBB so my side of the story is on record and I have no way of emailing this to ****. I will print this out and mail in to **** head office.
Business Response
Date: 04/01/2024
Shaw Direct reached out to the customer to address and resolve their complaint. During the conversation, the customer explained the reason behind their complaint. Shaw Direct attempted to clarify the reason for the bill and reassured the customer that they would try to resolve the issue.However, the customer stated that they would not be paying and abruptly ended the call, citing that they were at work and needed to attend to a customer.
Unfortunately, ******************** was not given sufficient opportunity to fully resolve the complaint.
Initial Complaint
Date:11/12/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 pay every month for satellite tv and then I find that I'm missing channels. I phone them and they say that they are upgrading the receiver and i will get a new one in * to *** days. They know who has receivers and they should have sent them out before they cut me off for something i pay them for and I don't get.
Business Response
Date: 12/12/2023
Good day,
We appreciate the opportunity to respond to this customer complaint which deals with our recent network upgrade initiative. It is important to note that our customers have been advised ******** inserts and online messaging in some cases months in advance of any possible service interruptions regarding options available to them to reach out to us directly to proceed with upgrading of their equipment to ensure network compatibility for the future. In this case, our customer was advised at least * months ago by bill insert that his direct action was required to ensure continued, uninterrupted service.

Best regards.
Initial Complaint
Date:01/11/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 am trying to upgrade my equipment with Shaw Direct Satellite TV and no one answers the phone. I have spent hours on hold. What's going on? We have lost most of our channels. Yikes!
Business Response
Date: 01/11/2023
Shaw direct is happy to report that the customer's concerns have been resolved.
Customer Answer
Date: 01/11/2023
The matter has been resolved for me. Perhaps others feel like I did. Thank you for your help.
Customer Answer
Date: 01/11/2023

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.

Sincerely,

***************************
Initial Complaint
Date:24/10/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 are complaining about.Trying to contact Shaw direct for replacement receivers that they told us we need to do so we can continue watching the tv channels that we have paid for.leaving messages for a call back (3 times) when we have called from home (**) and this department is not open on weekends or if it is not regular business hours Monday to Friday back east ..calling shaw direct on my cell while my husband was on hold for over 1/2 hour and when it asked me if I was an existing customer and I pressed No.I WAS CONNECTED TO A PERSON IMMEDIATELY!!! And he was **** to me as he told me that they have over a million customers and nothing gets people to call in as when they see their channels disappearing. When I mentioned about leaving the messages for the call backs he told me that they were to busy and did not have the time to do that. ..it has been over 1 hour and 31 minutes so far on hold as I type this right now!..this very poor service for a customer who has shown loyalty for some 20 plus years ..listening to the recording that says *How important we are to them! We are not! It is the new customer who is the important one to them...this is RIDICULOUS!!! After being on hold for 1 hour and 41 minutes we have been disconnected by them!!!Outrageous treatment from Shaw direct satellite! ..
Business Response
Date: 25/10/2023
Good day,
Shaw direct is advising that this complaint has been resolved. The hardware upgrade is completed.
Initial Complaint
Date:19/10/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 lost access to many of my TV channels due to **** upgrading their equipment. I have spent hours on the phone trying to upgrade my receiver on the phone number they provided. ************** and was put on hold. Ultimately no one answered.I have been a customer of **** for *******+ and never had a problem before they became ****** Communication.Terrible customer service!
Customer Answer
Date: 20/10/2023

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.
Thank you for resolving my complaint with ******/Shaw direct TV.
After spending a considerable time waiting on hold over three days, they contacted me today and the problem has now been resolved.

Sincerely,

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

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