Complaints

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

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  Shaw Direct (HO)

  100 2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Direct (HO)

  2400 32 Ave Ne Calgary, AB T2E 9A7

• 

  Shaw Direct (HO)

  PO Box 2530 Stn M Calgary, AB T2P 0C2

• 

  Shaw Direct (HO)

  30432 State Road 54 Zephyrhills, FL 33543-6003

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:13/10/2023

  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.

  I am a satellite TV subscriber. SHAW DIRECT ACCT ************* ********************* I am trying to get my service disconnected/ discontinued..I have been on the phone every day for THE PAST two weeks they wont let me talk to anyone who has the authority to disconnect my service.Today I asked talk to a supervisor today and stayed on the line for two hours. She assured me she was transferring me to the supervisor- and then on hold INDEFINITELY AGAIN HELP!!WHAT CAN I DO ??Thanks very much

  Business Response

  Date: 17/10/2023

  Shaw Direct can confirm that the customer's account has been disconnected and the matter resolved.

  Shaw Direct.

• Initial Complaint

  Date:11/10/2023

  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.

  October ****, 2023 Re: **** Satellite Account: ************* Last August 202* we called **** and asked about having our motorhome ****** up with satellite as we were going across ****** and down into the *** and back in the spring to ******. Not once were we told that the satellite system would not work in the ***. Every time we progressed across the provinces we had trouble getting the satellite to work. We would call and get girls in ****** and many far off locations regularly. I think the system worked in 3 locations across ******. In the *** we called all the time to get our system working and told them our location and not ONE person said ...it will not work in the ***. Meanwhile throughout the months we paid our $***** a month upon receipt of the bill that was emailed to us.We get back into ****** we tried to get the satellite to work again. That was the time we were told it would NOT work in the ***. We called and called and talked to every department to get our system up and running and it would not work. We even changed our address to an RV park in ******* ** so that we could get a technician to come out and look. It took him 5 seconds to tell us that we needed a software update that would cost $******. Meanwhile we are still paying our $***** a month for a system that did not work every month when we got our email bill. We contacted **** May **** and asked what was the point of this service as we were not paying $****** for an update on their end that still was not benefiting us. I would class this as a cancel our service We had already paid $****** for perhaps 4 hours of TV. I had written a letter to the BBB and also contacted **** as I feel they provide a terrible service. We paid a bill for $****** that we assumed was our final bill. Have not seen an email bill from them since.Now we are into October 2023 and we get a call saying that we owed over $****** for a service that we cancelled back in May as even the technician told us ...it would never work on our unit. **** of course says they never got a call. We have never seen a bill after the $******. This is new to us.I would and will advise anyone in my sphere of influence to never deal with ****. I have never had the kind of problems that **** has inflicted on us.They are still demanding, they so kindly cut our bill in half, and we owe over $******.So do not ever deal with ****!!!! *************** or whoever they are now.*** and ************************* *******, ******* ************

  Business Response

  Date: 13/10/2023

  We appreciate the opportunity to respond to the complaint in question regarding billing or collection issues. Firstly, it is important to note that, as a ******** television provider, Shaw Direct can only guarantee services within ******. Moreover, our customers using ******** equipment must refer to their RV dealer/providers as ******** dishes are considered 3rd party equipment and in no way guaranteed by Shaw Direct. That being said, several adjustments were applied to this customers' account over the course of several months to accommodate their concerns with their full knowledge and agreement. Lastly, a Shaw Direct customer advisor took steps to close the account as soon as soon as this requirement was communicated to them directly on the phone and the account adjusted and documented accordingly. 

• Initial Complaint

  Date:28/09/2023

  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.

  The cable tv contract was signed by not by authorized individual and the directors realized only when they got the first bill. The contract was signed on July/**/2023 and the service started as per the contract as of August /**/2023. The contract itself is not valid as Shaw direct did not make any effort to identify the right person to sign the small business contract.Earlier you told us that you contacted your service provider about your complaint. If you have not answered the following questions before now, please do so in the box below:we contacted Shaw direct once we got the first bill invoiced on Aug/**, for the period of july/** to Aug 31 for $******, for the services never used.we contacted the Shaw Direct account manager immediately asking to cancel the services, as we did not sign the contract. The account representative asked us to send an email on for cancellation, but an early termination fee of $***** plus taxes would apply. We refused to send the cancellation of services as we did not have a valid contract in place. We requested to talk to any supervisor or manager but the account representative told she is the final decision maker. This has prompted us to approach to file a complaint."we are ready to settle and request shaw direct to cancel the service and take their equipments back. our time and stress on this matters too. "Let me cancel my service without penalty

  Business Response

  Date: 06/10/2023

  Hello,

  Shaw Direct would like to advise that we've reached out to the customer and discussed the complaint. The matter is now resolved.

  Regards.

   

  Customer Answer

  Date: 06/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: Shaw direct did not provide any solution , they said they will go legally and payment of the bill which authorized person did not sign the contract . This is very disgusting and punishing a small business for their sales . 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:21/09/2023

  Type:Product 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 am trying to report my * TV boxes meet requirements to upgrade as per **** website.******** ******** I have some channels which I am not getting now.I have tried to call as directed on website *********** I have been on hold * different times for each 1.5hrs.I have also left a message on exchange voice mail with no reply to date.I am more then frustrated as I am paying for a service without receiving the channels.Can you help me get these recievers please.

  Business Response

  Date: 22/09/2023

  Good day,
  We appreciate the opportunity to respond to this customers complaint. Shaw Direct confirms that the customer spoke with our advisors on September **st and was able to complete the upgrade of his two (*) receivers.The customer should expect the equipment by mail within the next *** ****business days.
  
  Thank you.

  Customer Answer

  Date: 22/09/2023

  Yes on day * after spending hours on hold to upgrade set boxes my upgrade concern has been completed.

  The concern is **** updated technology but failed to put infrastructure in place to handle the customers.

  Removing service" inability to get some channels" yet customers still pay full amount.

  Also when upgrade call occurred the agent basically wanted me to lock into a *yr contract. Renegotiating my plan is not an upgrade.

  Far more to this upgrade then technology 

• Initial Complaint

  Date:24/08/2023

  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.

  Shaw direct charged me ***** per month from **** ** **** to **** ** **** (25 months) for a second receiver ( Shaw calls a Multiple Receiver Charge) for a receiver I never had. Shaw had sold me Reconditioned Receivers that failed on three occasions. They were notified that the receivers were not working and returned to them. They told me to purchase a new receiver which I did. They set up the new receiver but charged me for the failed receiver. Thus, charging me ***** per month for 25 months as a Multiple Receiver Charge. When I noticed this charge on my bill in July of this year ******, **** customer service told me on **** **, ************************************ regarding the issue. No one from Shaw contacted me so I contacted Shaw on ****** *** ****. The **** customer service told me it was my fault for not noticing that I had not noticed the over charge of ***** per month and as a consumer it was my responsibility to notice over charges. I told her Shaw had a responsibility to not charge for a service that they were not providing.Shaw never disputed that I never had Multiple Receivers because they knew that the previous receiver I had had failed. I asked for a Manager a second time to contact me and the customer service representative said one would. She further gave me a lecture on how it was my responsibility as a consumer to notice overcharges.********** manager has not contacted me. * *** * **** ******** *** **** ** ***** *** *** ****** **** ******* * ***** *** ***** ******* **** **** ***** * ****** **** ** ********* ** *** ***** **** *********** ** *** ** ****** ******** **** ***** Thank you for your assistance.Sincerely,*************************

  Business Response

  Date: 25/08/2023

  Shaw Direct would like to thank the customer for allowing us the opportunity to resolve this matter. Shaw Direct confirms that this has been resolved. 

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair 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 service. The response is always a printed step by step that ends with being lady on hold to never get a person on the phone. There appears to be no actual way to cancel. I have pointed out to each employee that it is not working. They just put me on hold and never come back to the phone

  Business Response

  Date: 08/08/2023

  Hello, we appreciate the opportunity to address Ms. ************ feedback. We apologize for any delay in responding to our former customer's request and we can confirm that we have taken measures to close Ms. ************ account as per her instructions. Best Regards.
  
  

• Initial Complaint

  Date:14/07/2023

  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.

  Since June 01 2023 I have been trying to cancel my subscription to their services. I have been hung up on and transfered to automated machines that disconnect you. On June 08 (not sure of exact date) I was successful in contacting someone in the apparent correct department. She said I still had a credit of $12.55 and they would have to mail me a check. She then began trying to sell me different packages and options. She would not take no for an answer ,I was becoming frustrated and said I only wanted services terminated and hung up. She tried phoning me back immediately and I refused her as I had to go back to work. about a week later I received a bill for $12.55 . Thinking the woman on the phone was mistaken about the credit and that it was owed ,I paid it thinking this would be the end of it. I was wrong. on the 12th of June I received a bill for $123.17 . I'm not sure what else I can do here.

  Business Response

  Date: 17/07/2023

  Shaw Direct has reached out to the customer and is happy to report the issue is now resolved amicably.

  Customer Answer

  Date: 18/07/2023

   
  Complaint: 20319345
  
  I am rejecting this response because:
  I did not find the Representative trustworthy. I would require a document stating that that the account is closed ,with  no balance owed ,and signed by the *** or the head of accounting. No more phone contact is needed nor wanted.
  Sincerely,
  
  ***********************

  Business Response

  Date: 20/07/2023

  A final invoice will be sent which confirms account closure per the customer's request.

  Customer Answer

  Date: 20/07/2023

   
  Complaint: 20319345
  
  I am rejecting this response because:this "final notice" is not signed by anyone of real authority which means it's worthless. Have it signed by the *** or head of accounting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:30/05/2023

  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.

  Cancellation of service.Between May *** and June ** ** calls to call center (greater than 2hrs) many many contacts to On-line chat line (all directed to business office which is seldom open personal contact with local **** Office 9different business -unable to assist)

  Business Response

  Date: 08/06/2023

  Good afternoon,

  ******************** was looking to cancel due to possible extra charges for a replacement receiver. We reached out to ******************** and offered him a free replacement receiver and ******************** accepted.

  The case has been closed and resolved.

  Thank you and have a nice day,
  

  Customer Answer

  Date: 09/06/2023

   
  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:02/05/2023

  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.

  On mar. ** phoned **** to order for a mandatory replacement for my series 600 receiver to a 800 receiver. Once sent I had 30 days to connect it. Told I would not be able to contect it until May. They said they would then send it out April *** On May *** at **** hrs. I phoned they said there was a 35 to 40 min. Wait time or I could get a return call which I did. They did the call said I was next. Waited 41 minutes nothing thought they lost my call. Called back. They called back in 50 minutes. Passed from person to person explaining that the 30 days was when I received it which they had in computer as April ** therefore they should have cut the service until May ****. Talked to 4 different people, last one said they would contact me to the right department. They disconnected me. Phoned back, this time did get asked about a call back so waited on hold for 123 minutes. I just asked for them to reconnect as it was their mistake to the correct date. After 30 minutes during which time she contacted their so-called "loyalty" department they said they could not reverse it. They pushed **** on a computer to stop it so I asked why. "Just can't". Terrible service. They could see that the 600 series was being used. No warning just cut it out in the middle of a program. In conclusion I still had 12 days to connect. It was their error and they could have corrected it. Just very bad service.. Their wait times are unbelievable to get contact with anyone. Total spent on phone including wait times over 5 hours with no resolution.

  Business Response

  Date: 04/05/2023

  We thank you for your feedback and acknowledge the opportunity to respond to this complaint. Shaw Direct would like to apologize for the inconvenience that this may have caused. After investigating, our records indicate that on March **, 2023, ****** contacted Shaw Direct to upgrade her equipment. During the interaction our advisor informed ******************* that old equipment would be decommissioned in 30days. We confirm that the new receivers were delivered on April **, 2023 and the old equipment was eventually removed from account on May * 2023.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: ********
  
  I am rejecting this response because:I did order Mar. ** and told that it would be 30 days from the time it was sent which was Apr. ** and received Apr. **.  How can 13 days that I did not have it  be counted in the 30 days before decommissioned is done.  I was told by the person on Mar. ** that the time would not begin until it was sent.  I requested it not to be sent until Apr ** because I would not be available to contect it  until May.  After a total time of 5 hours of being "on hold" and being passed on to different people the still could give a clear answer to how the 30 days can be counted when I did not have the equipment. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/05/2023

  Due to the equipment being tied to the acceptance of a 2-year value plan the equipment had to be shipped on the same day of the call (March **,2023) and subsequently started the 30 days receiver decommission procedures. 

  Customer Answer

  Date: 05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The equipment was not sent on ** of March.  It was sent on the **** of April  and delivered on the **** of April as I requested in the first call.  I told the agent I would not be home to pick it up until the 12th so she would put in the order for then.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:25/04/2023

  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.

  On Thursday afternoon April ****, I received an email from Shaw Direct indicating that they were upgrading their network, that my satellite boxes were not compatible, and that I had until Monday the **** (2 business days) to call them or we would lose some of the channels we're paying for. The next day, Friday the ****, I called twice and waited on hold for 20 minutes, no-one picked up. I called again on Saturday morning, they were supposed to be open at *** according to their website, but I got a recording stating that they only opened at **am. I left a message with the details and my contact info, they never called back. On Sunday the ****, I replied to the email they had originally sent telling them I'd been trying to reach them, I received an auto-response that they would reply as soon as possible. On Monday the ****, I left another voice mail at the number they had provided. It's now April ****, I have yet to get a call back or a reply to my email. Not only did they not provide adequate notice for customers to upgrade their equipment, they're not picking up their calls, not returning calls left on voice mail, and not responding to emails.

  Business Response

  Date: 27/04/2023

  We appreciate the opportunity to respond to this customer's complaint. ******************** has contact ************************* and can confirm this matter as resolved.

  thanks