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)

  PO Box 2530 Stn M Calgary, AB T2P 0C2

• 

  Shaw Direct (HO)

  30432 State Road 54 Zephyrhills, FL 33543-6003

• 

  Shaw Direct (HO)

  2400 32 Ave Ne Calgary, AB T2E 9A7

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:04/04/2023

  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 utilized the online service for **** satellite services to pause my service for a seasonal break. Once I entered the start and end dates and clicked OK it asked for me to confirm because it was longer than 6 months and I would have to pay a reconnection fee. Clicked ok. Done. That was October 2022. April 2023 I get a bill for $****** stating an overdue balance. When contacted **** indicated my seasonal break did not go through and I am liable for the amount indicated. When challenged they simply said if I dont have a confirmation number then nothing can be done they will disconnect my service and send the account to collections. I had indicated I am not paying for their mistake. If their online service is ********** *hat is not my issue. I indicated I received the confirmation of the reconnection fee but they wanted a number. A number in which I did not write down. Therefore the dispute is I do not feel I should have to pay a balance in which I feel I did not incur as I did my due diligence in setting my seasonal break. I also disassembled my system prior to leaving my property therefore no signal could have even been received in this time anyway. If their online system is in such a bad way it cannot process those requests that is a business failure not mine and I should not have to pay for that.

  Business Response

  Date: 05/04/2023

  Good day,

  We appreciate the opportunity to respond to this customer's complaint. We have reviewed our records during the time period in question (October 2022) and could not find any record of a seasonal break request submitted by this customer. As such, we are not in a position to credit any portion of the balance at this time as every indication is that it is valid. Moreover, after consulting the customer's account, we note that several attempts to contact the customer were made while the outstanding balance was being incurred. We thank the customer for taking the time to share his thoughts on this forum and invite him to connect with our advisors here: ******************************************************* should he have any further questions or information. 

  Thank you.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  As noted the request I made for a seasonal break was made online. Their position is continuing to remain the same essentially that I am lying in that I did not submit that request. I further never received ANY contact from **** in respect to the outstanding  balance. I further understand that this is an exercise in futility. They can attempt to recover payment however they choose but I will not pay for a service in which I took all reasonable steps to shut off, as well my system has been disassembled and no signal could have been received anyway therefore no service was actually provided. Thank you BBB for your efforts, however I think this business having an A+ rating is inappropriate. They are terrible to deal with and their billing is horrendous. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/02/2023

  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 have had both Satalite boxes in my household switched to the Shaw direct digital box becuase I was told by a **** representive that these are the newest and best boxes to acquire there satalite services since doing so there service drops even on the sunniest of days if it rains good luck if it snows theres absolutely no chance of service now that would mean that they a provideding a misleading statement of services offered and seeing as there services are not cheap just to watch tv Im technically paying for the luxury of haveing there garbage product in my household if you call there support team they tell you the same old story unplug the box for 2 mins for it to reset and squire the signal and that has never worked yet so it obvious that its a problem with there delivery of services payed for so Should I be charged for a service that is inadequate and sub standard I would think not.. and I can honestly say I will not be the only customer dealing with this issue!

  Business Response

  Date: 16/02/2023

  Shaw Direct has attempted to contact the customer at the number provided within the complaint. Our call was unanswered, we have left a voicemail asking the customer to return our call. Please see the ******** screen captures which show the contact telephone number provided in the BBB complaint as well as a screen capture showing our call attempt.

• Initial Complaint

  Date:07/02/2023

  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.

  July 21 prebilled for Aug 21 Aug 27 credit issue left credit on account Dec 21 **** issued a ********** invoice to clear credit balance. Now account is zero. Jun *************** billed for May 31 - Jun 30/22. for ******. Wed June 22/22 contacted **** at ************** to CANCEL account!! Jun 27 received prebill invoice for Jul &*****. Jul 27 credit issued for ***** and invoiced for *****. Aug 2 adjustment invoice came credit issued for Jul 27 - Aug 22 for *****. Twice **** was contacted requesting instructions on how to return equipment which finally arrived dated Aug 19/22. Equipment returned Sep 16 received by **** Sep 23. The Aug 21 letter also stated the account would be turned over to the collection agency in 10 days. The same day **** letter received a letter from ********** ****** ********* came dated Aug 19/22. How is it collection letter was dated prior to date that **** sent their letter? Have received several ********* Collection calls advised them send in writting I will not answer any further phone calls. Blocked the number. Received email Jan 14/23 from *** Collections offering a 80% settlement offer. **** has made not attempt to answer letter of Dec 8/22 outlining the concerns and why I owe them nothing. Between my time, ****** time and *** time all I can say is it has cost **** more than what the are requesting. I will not listen to verbal rudeness or tolerate people who think they are better than me when they do not read information provided to them or follow up on the information. Also sent a copy of ****** policy regarding seasonal breaks of 14 day minimum 330 days maximum. Reconnection fee charged Jun 5/22 for *****.

  Business Response

  Date: 16/02/2023

  On February 16, 2023, Shaw Direct attempted to contact the customer at the number provided within the complaint. Our call was answered,and we were advised that we had the wrong number after asking to speak with ***** (name on the complaint). Please see the ******** screen captures which show the contact telephone number provided in the BBB complaint as well as a screen capture showing our call attempt.

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Yes I answered a call at 11:18 am from a gentleman who did not identify himself and had no indication as to who was associated to the number. The phone number was provided for BBB use only. **** and *** have been advised that phone calls will not be answered anything they have to say need to be in written form.

  So all **** has to say is that the phone call indicated it was the wrong number. I noticed that **** has had ** complaints in the last 3 years with BBB. Proved to be an interesting read - as alot of the complaints regarded their billing practice.  So if **** has anything to say they can put it in writing.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 23/02/2023

  Good day, Shaw Direct would like to report that addtional attempts to contact the client have not been answered. After reviewing the complaint, Shaw Direct observes that the client requested a cancellation of services and this requested was not entered. Having confirmed this, Shaw Direct has adjusted the account to reflect the amount that was billed in excess. Shaw Direct also observes that prior to receiving the cancellation request, a residual balance was already present. This balance is applicable and remains on the customers account as it is considered to be legitimate. 

  Customer Answer

  Date: 28/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I may have concidered this 6+ months ago. My time is worth nothing. I will not accept this.  Nil Zero this is what I would prefer.  ONCE again no phone calls. PUT IT IN WRITTING. 

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/08/2022

  Type:Service or Repair 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 had a signal problem for the past 6 weeks some channels no longer have signal. We had signal issues before in ******* several years. This time around more and more channels are no longer have signal. Seem to be getting worse by the day. I finally used the chat line with **** to get this resolved, the chat has delays, so many times the operator dropped our chat and had to start all over again. I was able, after many trouble shooting suggestions, to have a technician schedule an appointment for Aug. 2nd 2022, this was a 2 weeks appointment. During the 2 weeks I was in contact with **** chat operators letting them know that more and more channels were dropping signals, I asked to escalate the site visit by their technical technician. After many dropped chat, Aug. 2nd 2022 came around and technician never called, never showed up. And as of today I am no farther ahead with resolving my signal issues. I must say this is the first time that a **** technician never showed up. We would like our **** adjusted to reflect the loss of service. On a final note, we have everything with ****, Internet, cell phones and TV. Please Shaw Direct, dispatch a Tech!

  Business Response

  Date: 05/08/2022

  Shaw Direct reached out to cx on August 5 2022, we confirm that this matter has been resolved

  Customer Answer

  Date: 05/08/2022

   
  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:21/07/2022

  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 canceled my tv service over the phone and asked the operator what I was supposed to do with the equipment. She told me someone from their loyalty department would contact me to tell me what to do. At the start of the new billing cycle I turned on my tv to make sure they had discontinued my service because I hadnt heard back yet and it was indeed discontinued and so I assumed I would probably receive something in the mail instructing me on what I was supposed to do with the equipment. Instead I received a letter saying I was late with my payment and also owed a late fee of around $25 and so I phoned and after arguing with the representative she said she could reverse the charges except for the late penalty. I told her they were not getting any money from me and I needed to know if they wanted the equipment back. She said to take it to a recycling place. I did and then I received a letter demanding I return the equipment via Canada post and pay $27.68 final balance or I will start being harassed by a collection agency.I expected initially a nice letter thanking me for decades of business and assuring me that they would be happy to have me back as a customer if I ever needed their services again but instead I am being treated like Im some kind of ***** trying to get out of paying my bills. This is a terrible way to treat customers and Ive heard similar stories from others since as the subjects come ** in conversations lately. If you can do anything to get them to stop ********* me and other customers as well that would be wonderful. Thank you very much. Sincerely, ***********************

  Business Response

  Date: 22/07/2022

  On July 22, 2022, Shaw Direct has contacted the customer and have addressed his concerns

  Customer Answer

  Date: 23/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:t

  Someone named ***** contacted me just to say that I was indeed indebted to them this penalty charge because I did not contact their "loyalty" department, ( which btw I attempted to contact 3 different times to wait on hold for hours on end). This tactic is infuriating and should be illegal if it is not. I want to reitterate that **** did as I requested and discontinued my service on the date I advised the **** operator from a different dept  that I wanted it to stop and after which date I no longer was going to pay. ***** also said the letter I received was a form letter that gets sent out to everyone and that what the previous operator had said was true; namely that it was my responsibility to dispose of the equipment but that I was still on the hook for the $27.68 just because I refused to wait on the phone for totally unacceptable wait times to talk to the "correct" ***** This unethical tact of attrition they use on their customers to exact unjustified payments is nothing short of extortion. Thank you for your time.
  Sincerely,
  
  ***********************

  Business Response

  Date: 25/07/2022

  On July 22, 2022, Shaw Direct has contacted the customer and have addressed his concerns. The customer didn't contact the adequate department to cancel their services. Shaw Direct maitains it's position regarding this complaint.