Complaints
This profile includes complaints for Telmax Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/12/2024
Type: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.
Since we order the services from them with internet and home phone and TV. The TV and internet often gose out for a lone time. You often can't finish watching the show, especially sport games. We have been bothered by this for a long time. It's really unbearable. We decided to terminate their services. But after we phone them to cancel the services. They asked for a cancellation fee for 300 dollar because we have this contract for one year, the cost of terminating contract mid-term is not stipulated in the contract. Also I said your quality of technology caused we cancel your services. then telMAX ask for a pay for cancellation fee that's not right. And you didn't tell me when I sighed the contract that I would have to pay a fee if I canceled.
Business Response
Date: 17/12/2024
Hello,
Please be advised that based on telMAX’s terms and conditions (found at https://******************************* under “General Terms and Conditions”), the early contract termination fee penalty is $300.
The verbiage can be found in the “Suspension; Termination” section – where subsection 35 states:
“If you terminate a Contract Service and the Cancellation Date is before the end date of the Contract Service, you will need to pay charges for the use of the service up to and including the Cancellation Date. You will also be required to pay a $300 early termination fee. For further clarity, should the Cancellation Date be within 90 days after the service activation date, then you will be charged the early termination fee in addition to the service installation fee.”
It is important to note, that during the sign-up process, the customer is required to acknowledge that they have read and understand the telMAX terms and conditions.
Based on the outlined explanation of the early termination fee in our terms & conditions, the customer is required to pay the $300 termination fee for cancelling their services prior to the end of their contract term.Customer Answer
Date: 26/12/2024
TO: TelMax
From: ****** *****
Date: 26 Dec 2024
Subject: Reject Business Response on BBB
---------------------------------------------------------------------------------
As my complaint clearly states, the reason we canceled the service is that their internet and TV
technology and services quality are really unbearable and unacceptable, which led to the
interruption of the services. Thisfrequent TV interruption occurs too often. And the time is very
long. However, their monthly service fee has never deducted the corresponding expenses for
interruption time. This is very unfair, we are long time with Roger’s before, they will compensate
you for the interrupted service time. That's why we turn back to Roger’s.
They have no response to the content of the complaint. They just told me that there is a service
contract online in their site. The problem is that when we purchased the service, nobody told me
we had this contract. They just showed us the content of service order and asked us to signed it.
There was no mention of the contract have online. Today according to their prompt , I found
this contract online for the first time. In any case , this contract was not ******* agreed upon by
both parties.
Regards,
******* **Business Response
Date: 13/01/2025
Upon full review and to bring resolution, we agree to waive the $300 cancellation fee.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:04/05/2023
Type: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 installed internet from Telemax company. While installing, Sales rep never advised me of $200 installation fee if the service was cancelled. I was promised a speed of 500 MBPS and after installation, I am getting a speed of 100 mbps which is way below what was promised. Besides, now I am being charged $200 cancellation fee. This is really a big scam these guys are running and nobody in their office is helping despite sending them out multiple emails. I request you to please help me resolve thisBusiness Response
Date: 29/05/2023
This complaint should be resolved by our response to the same complaint made to CCTS. Our response is as below. It should be noted that the customer file on our record is ******* ****** while the response address is to
the email: *************@*****.com. In the response to CCTS, we also provided our customer agreement and the services agreement (**** **** ********).
Dear CCTS,
We have received and reviewed the complaint raised by ******* *******
There are a few observations to note:
The Service Agreement (specifying the services ordered by *******) together with our Customer Terms (**** ********* ********), clearly states the conditions under which we charge the installation fee of $200; it is only being charged in case the customer is disconnecting the service within 90 days of becoming a telMAX customer.
******* is mentioning in her complaint that the service was not meeting her expectation. Unfortunately, she never allowed telMAX to correct the potential issue before deciding to cancel the service. Normally our service installation meets the customers’ expectation and in the few cases when there is an issue, the customer would contact us and we will correct the service issue.
Mrs. ****** mentions that the telMAX sales rep clearly informed her that there is no contract. This is correct, her service has not been under a contract and there has
never been a claim thereof from our end. There is though an Installation fee as per agreement.
We believe telMAX has not acted in an incorrect manner while simply following the agreement between telMAX and ******* ******. We understand though that this case has caused ******* ****** great concern, and for that reason we are willing to waive the $200 installation fee as a gesture of good faith.
We hope that response resolves the case raised by Mrs. ******.
Best regards
telMAX Compliance
From: ********************** <**********************>
Sent: Friday, May 5, 2023 11:14
To: telMAX Compliance <**********@******.com>
Subject: [EXTERNAL] Re: CCTS #************** COMPLAINT ******* ******
Dear ******* ******,
Thank you for contacting the Commission for Complaints for Telecom-television Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible customer complaints relating to certain retail telecommunications and retail residential subscription television services.
We have received your complaint ************** and hereby advise you that your complaint falls within the scope of our mandate and will be processed in accordance with our Procedural Code, which can be found at:
https://**********************************************************
We encourage you to review the Code so that you are aware of the complaint resolution process as well as your rights and responsibilities as a customer.
In accordance with Section 6.5 of the Code, we have forwarded your complaint to your participating service provider (PSP). Pursuant to Section 6.6 of the Code, your PSP is to:
a) within 15 days of receipt of the complaint advise the CCTS in writing, with a copy to you, that the PSP objects to the complaint on the basis that in their view, it should not be investigated pursuant to the Procedural Code or any other lawful reason;
b) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint has been resolved to the mutual satisfaction of both you and the PSP; or
c) within 30 days of receipt of the complaint, advise the CCTS in writing, with a copy to you, that the complaint remains unresolved and of the PSP's intention to file a written response thereto.
In the event that your PSP responds that the complaint has been resolved to the mutual satisfaction of both you and the PSP and you disagree that the matter has been resolved, you must advise CCTS within 20 days of your PSP's response.
If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.
CCTS
**** *** ***** ***** ***** **
Ottawa, ON
*** ***
1-************
Please ensure to retain this correspondence for future reference.
Sincerely,
CCTS Assessment Team
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