Complaints

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:28/03/2025

  Type:Order 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.

  My internet was cut morning of March 28th. Friday. I came to the conclusion Rogers had cut it. I called their business number and gave the automated line my account number. It said I owed them 170 or so dollars but if I paid 138 I would get my service back in half an hour. So I did that via telephone banking but Lo and behold the service didn’t come back on. I called and tried to explain to the lady in the phone what my issue was. Explaining I didn’t have the email address the bills must be going to. That I paid the money and my internet wasn’t back on. She sent me to someone else who basically said they couldn’t restore the service until they got the money. I said they lied to me. He said it would take 3-5 business days to post the payment. I wouldn’t have my service back until then. This is wrong in so many levels but they could have sent me a bill in the mail. A text if they had my phone number. Some way to let me know I owed this much money. Because had I known I would have paid it. I think they should have some good faith to believe I paid them this money. And honour what they said about restoring my service. It just feels like a go F yourself gesture. A power trip. There is really no good need of it to be so underhanded to treat a customer this way. I guess it’s a sign of the state of world affairs. I was happy with my service with this company and had nothing but good feelings in regards to the same now it’s just a sense of being wronged. Anyways what can you do. Hence here I am complaining.

  Business Response

  Date: 03/04/2025

  At Rogers, we value the feedback
  received from our clients, and would like to thank **** for presenting
  this matter for review.  
  Unfortunately, we were unable to
  contact the customer by phone or email to further discuss and address this
  matter.  
  Rogers is looking forward to the opportunity to address the
  customer's concerns at their convenience. 

• Initial Complaint

  Date:10/03/2025

  Type:Product 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.

  2nd attempt to correct rogers billing.
  
  Ive contacted the BBB back in June, 2024. The BBB contacted the rogers team and got me in touch with the office of the president. I explained my situation to the lady, she advised me the issue with my billing is with the rogers box's that are being charged monthly to my account. after explaining my girlfriend had returned all extra boxs and we are currently only using 3 boxes, she heard my issue and was supposed to credit my account. at the time I was credited for the months extra charges.
  
  now- looking back, rogers continue to overcharge me for my account services at my home *** ********* * * ********** *****)
  
  Ive been charged 300 monthly when the confirmation of the email specifically states I am supposed to be getting charged 79.99 for ********** and 84.99 for *********** 
  
  I am so fed up with the services I have received at rogers, at I want them to fulfil my agreement that was negotiated with the rogers office of the president.

  Business Response

  Date: 17/03/2025

  Hello,
  
  REF:  BBB Serving Central ******* Complaint *********
  
  At Rogers, we value the
  feedback received from our clients and would like to thank Trevor for
  presenting this matter for review. 
  
  Client Concerns:
  -Customer indicated he
  was quoted monthly service fees for ******* services for both his locations
  however was overcharged for equipment that was returned to the Rogers store.
  Customer requested an
  adjustment
  
  Investigative Findings:
  -We reviewed the customer
  concerns, account, and invoices.
  -Our back-office team
  removed the equipment form the customer profile and adjusted the account.
  -We reviewed the monthly
  service fees and confirmed we will honor the quoted pricing until February 5,
  2026
  
  
  
  Resolution:
  
  Rogers' Office of the
  President successfully contacted the customer on March 17, 2025.
  
  -We reviewed the actions
  taken on the account to resolve the customer concerns and provided a courtesy
  gesture for service interruptions.
  
  Rogers would like to
  thank?the customer for their co-operation in the resolution
  of this concern.  

  Customer Answer

  Date: 17/03/2025

   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.

• Initial Complaint

  Date:17/12/2024

  Type:Sales and Advertising 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 geriatrician. I specialize in diseases like dementia. I am appalled with how Roger’s conducts high pressure door-to-door sales tactics, especially in this vulnerable population. I have had more than one patient sign a contract to use their services without fully appreciating what they were doing. One patient is legally blind and has frontotemporal dementia. The sales associate told her she would save money by switching so she signed the contract. Rogers contacted her pre-existing services (via Bell) and cancelled them, including her phone. Her family were unable to reach her as a result, which is very dangerous. Other patients have signed up for packages without understanding what they were doing. Another patient signed up for a large internet package and they do not even use the internet. This is disturbing and disgusting. Please put a stop to this.

  Business Response

  Date: 26/12/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint *********
  
  At Rogers,
  we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review. 
  
  Client
  Concerns:
  -*******
  reported her patient signed up for service packages they did not fully understand
  or have need of.  ******* wishes Rogers
  investigates the situation and take action to prevent the situation from reoccurring.
  
  Investigative
  Findings:
  -We escalated
  *******’s concerns to the appropriate channel to address this situation.
  
  Resolution:
  
  Rogers'
  Office of the President successfully contacted the customer on December 18,
  2024
  
  -We
  confirmed our Sales Management will address the situation immediately.
  
  Rogers
  would like to thank?the customer for their co-operation in the resolution of this
  concern.  

• Initial Complaint

  Date:22/11/2024

  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.

  I was with Rogers for several years and paying for high speed internet. However, the service was always horrendous (6 mbs upload and download). I called Rogers many times and was told there was an 'issue' in the neighbourhood and that it was being worked on. This went on for several years. At one point Rogers told me they would adjust my bill to reflect the poor service. They never did. Finally, I switched to **** (upload and download >200 mbs). The Rogers end of contract procedures are confusing. After I switched to **** (March 2024) they continued to bill me. It appears I had to advise them I was cancelling. Ok, I did that. And in order to return equipment, I visited three stores in the *** ****** area. Only one was open and they advised they weren't accepting equipment locally, that I had to go to ****** **** to return it. They gave me a label and a coding number and I went to ****** ****. I sent it off and received a receipt from ****** ***** Since then Rogers have hounded me saying they didn't receive the equipment. I emailed the receipt to the 'office of the president' but there was no response. Rogers then sent my file to a collection agency and I have been harassed by them for months. I have tried speaking to Rogers customer service about this and they refuse to pass me on to a higher level and they refuse to adjust my account, saying we don't have the 'right' tracking number. I gave them the number on the ****** **** receipt. They also refused to provide an email where I could send the actual receipt. They refuse to address this issue and insist this issue is mine to solve, or pay the $500 plus to cover the equipment they can't find. I contend it is not my responsibility to go to ****** **** and try to figure out where this package went once I sent it off. I am trying to resolve this but every time I speak with a Rogers person they go out of their way to be obstructionist.
  
  In addition, I overpaid my account by approx $200 (back in March 2024).

  Business Response

  Date: 25/11/2024

  Good day,

  At Rogers, we value the feedback received from our clients, and would like to thank them for presenting this matter for review.  
   
  This customer has also presented their concerns for consideration through the Commission for complaints for Telecom-television services (CCTS).  As such, Rogers is committed with working with the customer through this regulatory channel to provide resolution.
  
  Thank you. 

• Initial Complaint

  Date:08/11/2024

  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 closed an account with Rogers in April of 2024. I then received an invoice for $322 due to unreturned equipment. I returned the equipment on September 6, 2024 via a P******** label they provided. I paid a subsequent $114 with understanding the business was settled. I then received another bill for $212 - when I called to inquire, they said the equipment was not received. A few days ago I got an email from a collection agency for $662.34 plus accumulating interest! Repeated attempts on my part since July/August, to get this corrected have been to no avail. I sent the equipment back and settled outstanding amounts they claimed I owed, but continue to harass me. They have ruined my otherwise excellent credit rating.

  Business Response

  Date: 28/11/2024

  At Rogers, we value the feedback received from our
  clients, and would like to thank H**** for presenting this matter for
  review.  
  

  Client Concerns: 
  -Balance on cancelled account.
  -Agency assignment.
  

  Investigative Findings: 
  -Account charges pertained to equipment.
  -Research found that customer returned the equipment.
  -Adjustments for equipment applied on the account.
  -Agency assignment corrected. Customer’s credit file
  corrected.
  

  Resolution: 
  Rogers’ Office of the President successfully contacted
  customer on November 27th, 2024.
  We advised customer of all steps taken of the account.
  Customer is satisfied with the resolution.
  Rogers would like to thank?the H**** for
  their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 04/12/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/09/2023

  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.

  In January 2023, I switched over to Rogers ignite from the old internet and tv. When I received my bill ,I noticed that I was double billed. I was billed for the old system and for the new ignite. I contacted Rogers and they said they would adjust my bill accordingly. It was not corrected so I contacted them again (Reference number I1974141627 this was feb 22. ) again I waited. I called again got the same run around saying they would correct the problem. ( no reference number this time ) March and April came and went, bill not adjusted. Just a little FYI they never disputed that they doubled billed me in January. May 6, I contacted Rogers again and spoke to Izzy(Reference I2013307418) Now it’s on my credit report as over due bill, getting interest added everyday. They are even sending out cut off notices. I decided to try a different tactic and went through their chat service. Spoke to Jason July 27 ( I have that transcript saved. I really don’t know what to do. I am getting nowhere with them,every time I try to get to speak to someone higher up they refuse saying they have the issue fixed. I am intending to cancel my subscription with them but need to get the billing issue resolved first. I don’t like the fact that it is on my credit report. Please help I don’t know what else I can do. (The amount that is overdue right now 216.50 and my monthly bill seems to be slowly increasing ) thank you

  Business Response

  Date: 03/10/2023

  Hello, 

  Please note that the BBB didn't have my correct email when they originally sent this inquiry. BBB contacted me today, Oct 3, to confirm my email and they resent the complaint. I've reviewed the complaint and sent the inquiry to Rogers Office of the President given I should not be listed as a contact within Rogers for customer service inquiries. Unfortunately, I'm not in a position to help with these types of issues. I'm confident the OOP will be in contact with Ms. ******** and assist her will rectifying this issue.

  Thank you,

  ****