Complaints

This profile includes complaints for Rogers Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rogers Communications

  855 York Mills Rd North York, ON M3B 1Z1

• 

  Rogers Communications Inc.

  1600 4710 Kingsway Burnaby, BC V5H 4W4

• 

  Rogers Communications Inc.

  115A 19705 Fraser Hwy Langley, BC V3A 7E9

• 

  Rogers Communications Inc.

  14A 650 W 41 Ave Vancouver, BC V5Z 2M9

• 

  Rogers Communications Inc.

  450 W Georgia St Vancouver, BC V5B 1Z3

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:14/12/2023

  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.

  Rogers forces you to cancel by calling their support line. However, I've waited for over 1 hour and a half and no one answered. I am moving and would like to cancel my services. They also refuse to accept the box in person and force you to mail it in.

  Business Response

  Date: 19/12/2023

  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:
  -Customer is moving and would like to cancel his services and return
  equipment in person.
  -Customer requested contact.
  
  Investigative Findings:
  -Reviewed the account and equipment return policy.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 18, 2023
  
  -We confirmed the customer cancellation services request is scheduled
  for January 6, 2024, and informed the customer on the equipment return process.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 19/12/2023

  
  
  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:12/12/2023

  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.

  Being subjected to several hours of attempts to be persuaded by 5 different Rogers clerks on Sunday December 10th to not cancel a deal I still wasn't legally bound by, spending over two and a half hours clearly saying "no" at least 50 recorded times, is not a customer retention tactic, it's harassment.
  
  On the 6th of December, I'd agreed to the Connected For Success mobile service which included a free phone for $25 a month, and consented to a credit check. Later that evening, I receive a finance contract for a phone I was told was included / free, which wasn't at all what I'd agreed upon. I called first thing on December 7th to cancel, based on the deal not being what was discussed the day before. I was told to disregard the finance contract, was assured this is paperwork everyone receives, and that my monthly bill would be $25 plus tax. I reluctantly didn't cancel, based on what the clerk told me.
  
  I received an invoice on the 10th, (********) clearly showing finance terms, and a total exceeding the $25 plus tax I agreed upon. No doubt I wanted to cancel by that time.
  
  I said "no" multiple times to 5 separate loyalty clerks. FIVE. 1 tone-police, 1 belittler, 1 "handler", 1 "helper", and another "handler". Over two and a half hours. For a CFS subscription? Clearly I'm missing something here.
  
  Was the expectation for me to hang up, go away, and be locked in a contract I was coerced into?
  
  I have all these interactions recorded as well. I am in utter disgust and so will the public.
  
  That was no standard exercise in customer service. ** **** ** *** ****** **** *** ****?

  Business Response

  Date: 22/12/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank ********* for presenting this matter for review. 
  
  We are currently in communication with the customer. An update will be
  provided once the complaint has been closed.

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their offer of one month off my internet services doesn't match the number of hours wasted on attempting to cancel, their practices are ******** and *******, their CSR were ********, ******** and *******. The strategy of having 5 different CSRs applying different tactics, being kept on hold for hours, being belittled and reminded I'm "not like a regular customer" and being told to "be quiet" is not acceptable. Rogers' CSR system shows every customer contact, every CSR was aware of the story, but asked for me to repeat myself.

  "Anna" from the office of the president left a message but wouldn't give me a call agenda, so my entire correspondence with her is via email. Standard corporate mumbo jumbo which doesn't admit anything, and offers as compensation the value of less than an hour's living wage for their abusive treatment and coercive practices.
  
  I said given the circumstances, nothing less than 2 years' worth of internet services would do.
  
  She still insists on giving me the equivalent of less than $18.

  I'd like to go to the media about their coercive practices, and how they really value their customers. No way I'm the first one to try to cancel, but probably the first one who did.

  
  Sincerely,
  
  
  
  ********* Bélanger

• Initial Complaint

  Date:12/12/2023

  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.

  Contacted Rogers to inquire about renewing my Ignite internet that expires February 1, 2024. When I was inquiring about the cost of renewal, I found out that over the past year, I have been paying for 1.5GB speed, and I was under the impression that I was paying for 2.5GB speed. The speed that is noted on my bill also indicates 2.5GB. So I have been paying for one product but receiving a lesser product. I have included a copy of the bill that shows 2.5GB and the live chat that says I’ve been receiving 1.5GB
  Secondly, when I renegotiated a 2-year extension that was supposed to be the identical monthly amount, when they sent the contract they added on a $5 charge. They were unwilling to honour the live chat conversation, which I have also included. I had to go to the length of canceling the new contract.
  I am a 25-30 year customer of Rogers, but when my contract is up in February 1, 2024, I will not be a customer. I feel that given the above-noted issues, they are openly performing intentional customer deception to make sales targets.
  If the two issues noted above are not rectified, then I will be escalating as such.

  Business Response

  Date: 18/12/2023

  Hello
  

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

  Client
  Concerns:
  Paying for Ignite Internet Gigabit 1.5GB speed while being under
  the impression that they were for paying for Ignite Internet Gigabit 2.5
  The account holder requested an adjustment to recognize the
  suggested Rogers error.

  Investigative
  Findings:
  Upon a
  system review, the account holder verbally accepted a 12-month adjustment offer
  which was associated with Rogers Ignite
  Internet Gigabit 1.5GB on January 6, 2023 – Not Ignite Internet Gigabit 2.5.
  The January 6, 2023, audio discussion was captured in written
  format on the account with a provided interaction ID.
  The captured audio recording was also reviewed – the details
  of the call mirrored the written account details.
      >Yes, the following was mentioned in the generated invoices:
  Includes:
  Ignite Internet Gigabit 2.5 Ignite Streaming.
  However,  Internet
  Gigabit 2.5 is only available in limited areas.
  The monthly invoices for the account holder from January 6, 2023,
  to date included the following:
      >“YOUR” services include Internet · Unlimited monthly
  usage · Download speeds up to 1.5Gbps · Rogers Ignite Modem rental.

  Resolution:
  Rogers’
  Office of the President successfully contacted the customer by way of an email
  response on December 13, 2023.
  The account
  holder was provided with our contact details order to have a call discussion, however;
  they requested written communication for recording purposes.
  Our noted findings
  were shared in detail.
  No response
  from our initial reply advising no faults found or, from our follow up
  attempts.
  The file has
  since been closed on our end, however; we will gladly provide account support
  should the account holder have any further questions and/or concerns.

  Thank you.

  Customer Answer

  Date: 18/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Dear Rogers, 
  
  With respect to the response below I am quite disappointed. As a 30 year customer the response felt ****. Also it only even responded to one of the two concerns.  First off, my bill specifically notes I am paying for 2.5GBs yet it’s not even available in my area. Thats absolutely absurd.  You also gave me less than 48 business hours to respond and closed the file.  
  Secondly, you did not address the renewal issue where I was quoted the exact same price for a 2 year extension but when I received the contract they added in an additional charge of 5 dollars a month.  You can match the transcript to the contract and it does not match.
  I do not need this pain and aggravation, I have 4 mobile phones and ignite and prefer honesty and integrity over cost.  Since you are unwilling to address the discrepancies then I would also like the following. My internet expires Feb 1, 2024.  Can you advise what the buyout is on all remaining mobile devices as my business has no value to Rogers.
  
  As an aside I have three sons in university that are willing to move their plans as I also pay for those accounts as well.  
  
  Thanks for your time! 
  
  Kind regards,
  ***** *****, CPA
  

  Business Response

  Date: 20/12/2023

  Hello,

  At Rogers, we value our client's feedback and would like to
  thank ***** for bringing this matter to our attention. 
  
  Client Concerns:
  Paying for Ignite Internet Gigabit 2.5 while receiving Ignite Internet Gigabit 1.5
  Expired $5 Bundle Discount
  2-year extension from previously received offer.
  Remaining mobile devices buyout fees.

  Investigative Findings:
  A 12-month Ignite Internet Gigabit 1.5 was offered and accepted in January 2023,
  The offer itself is approximately $30 less than the previously received
  internet discount adjustments.
  This offer was documented in form of a written account interaction and, a
  captured call recording.
  With respect to paying for The Ignite Internet Gigabit 2.5 while receiving The
  Ignite Internet Gigabit 1.5,
  The received discount CODE was in relation to The Ignite Internet Gigabit 2.5 –
  Not the received service.
  The generated monthly invoices since the January 2023 included the following:
  "Your" services include: Internet.
  Unlimited monthly usage
  Download speeds up to
  1.5Gbps
  Rogers Ignite Modem rental.
  This information was shared with the account holder along with reprints of
  invoices to support our findings.
  Please note the Ignite modem, which the account holder is using for The Ignite
  Internet Gigabit 1.5 will not support The Ignite Internet Gigabit 2.5.
  In addition to this matter, The Ignite Internet Gigabit 2.5 is limited to area
  availability.
  That being said, the account holder’s home address currently does not support
  The Ignite Internet Gigabit 2.5, which by the way is greater in monthly fees.
  With respect to the $5 Bundle Discount, this offer was in addition to the
  January 2023 Ignite Internet Gigabit 1.5 12-month offer.
  The account holder was advised of the $5 Bundle Discount expiry details by way
  of his April 2023 invoice, which we highlighted and  re-shared to support our
  findings.
  The $5 Bundle Discount expired in July 2023.
  As for the remaining wireless financing fees, the balance was
  shared with the account holder.

  RESOLUTION: 
  The mentioned findings were shared by way of email, which the account holder
  requested as a form of communication – our responses also included bill
  reprints with highlighted areas of concern.
  The account holder was also proactively advised of the required authorized
  steps for access to the January 2023 account interaction notes and, call
  recording which supported our account investigation.

  As the customer was not satisfied with the offer as presented by Rogers’ Office
  of the President, we have informed ***** of the final stage in our complaints
  process.

  Rogers is appreciative of the opportunity to address this
  concern and regret that an amicable resolution could not be attained at this
  time. 

  Customer Answer

  Date: 20/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Page 4 specifically indicated 2.5GBs NOT 1.5GBs.  If I was receiving 1.5GBS that should have been printed on the receipt. I’m not sure what’s complicated about that.

  Secondly, why did Rogers not honour the 24 month extension when I specifically asked if it would be the “exact” same amount and they said “yes” then sent through an additional 5 dollars per month. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 22/12/2023

  Hello,
  
  In response to
  the account holder’s shared concerns,
  
  “If I was receiving 1.5GBS that should
  have been printed on the receipt…”
  The following has been documented on the provided monthly invoices
  since January 6, 2023.
  Your services include Internet.
  Unlimited monthly usage
  Download speeds up to
  1.5Gbps
  Rogers Ignite Modem rental.
  
  Such details were also captured in previously generated invoice
  prior to January 6, 2023
  Your services include
  Internet.
  Unlimited
  monthly usage
  Download speeds
  up to 1Gbps.
  Rogers Ignite
  Modem rental.
  
  We also included
  copies of generated invoices to support our findings.
  
  To recap,
  The Ignite Internet Gigabit 2.5 is limited to serviceable
  areas only.
  The Ignite Internet Gigabit 2.5 is not available in
  the account holder’s billing area.
  The modem which the account holder is using for The Ignite
  Internet Gigabit 1.5 does not support The Ignite Internet Gigabit 2.5
  The Ignite Internet Gigabit 2.5 is greater in monthly fees.
  The discount code being used the account holder’s service is
  generally associated with The Ignite Internet Gigabit 2.5 – hence the 2.5
  comment.
  
  “Why did Rogers not honour the 24-month
  extension when I specifically asked if it would be the “exact” same amount
  and they said “yes” then sent through an additional 5 dollars per month…”
  The offer which was prior to January 6, 2023, was approximately $30 more per month
  and, it included The Ignite Internet Gigabit.
  Provided discount offers are based on availability.
  
  The bundle discount, in the case the $5 offer was above and
  beyond loyalty offers.
  
  Please note that the account holder was advised that our
  intentions are not to minimize his concerns but to ensure all matters are
  reviewed and addressed in detail.

  Thank you.

  Customer Answer

  Date: 22/12/2023

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

  it has not been addressed why it says 2.5gbs on my bill and NOT 1.5 gbs. If I was receiving 1.5gbs why would they print on the bill 2.5gbs

  it has not been addressed why they added another 5 dollars per month when they said it would be exactly the same amount. 60 dollars a year more is not the same amount

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

  Business Response

  Date: 09/01/2024

  Good day,
  
  With regards to the account holder’s reply which included a reprint of his
  December 2023 invoice,
  
  The billing details mentions “Includes Ignite Internet Gigabit 2.5Gbps.”
  -As advised, this is relation to an applied discount code.
  
  Rogers Ignite Internet Gigabit 2.5Gbps which is currently not available in the
  account holder’s billing area is greater in monthly fees.

  On the Right Side of the customer shared invoice, the captured information
  supports our provided responses.
  
  -“Your Service Includes.”
  -Unlimited monthly usage
  -Download speeds up to “1.5Gbps.”
  -Rogers Ignite Modem rental.
  
  Please note the account holder’s personal Interaction Note and, a reviewed
  captured call recording which were dated January 6, 2023, supports the received
  Download speeds up to “1.5Gbps.”
  
  With respect to the expired $5 discounts,
  
  The account holder was notified of the $5 Bundle Discount expiry details by way
  of his generated April 2023 invoice, which we previously highlighted and
  re-shared to support our findings.
  The $5 Bundle Discount expired in July 2023.
  
  The $5 discount was in addition to the 12-month loyalty offer which is scheduled
  to expire February 1, 2024.
  
  Thank you.
  

  Customer Answer

  Date: 09/01/2024

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

  The invoice says 2.5gbs not 1.5gbs. Had I received 1.5gbs why wouldn’t they put that? ** * ******* * ****** *** ******** *** ***** ** *** *****

  secondly the renegotiated price included the 5 dollar discount as per the transcript. What you have stated is a ***.

  If this is not rectified you will lose a 30 year customer.

  regretfully, 

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

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising 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 had been shopping for better internet service than my Fido package and made calls to competitors. On October 17, 2023 I called Rogers to see what they have available & they offered the Ignite Internet 1.5G-Unlimited for 59.99 with a 2yr contract, and gave me 30 days to cancel if not happy without penalty.
  Within a couple of weeks after signing up I was contacted by Zed, representing Rogers. I did mention to them that I have canceled my Fido services and am currently testing Rogers, however, **** is offering me a similar package for 49.99 and might be switching. The agent offered to match the price and although hesitant, since they had my account # and details I proceeded with the transaction. I immediately called Rogers to confirm whether Zed is in fact a third party and if such an offer exists. The Rogers agent confirmed both Zed & the offer and mentioned that once Zed completes the paperwork, they will forward it to Rogers & I should see the changes reflected on my Bill.
  I have received my Bill and it has the 59.99 pricing; made a call to Rogers on Dec. 11 to investigate the issue and the agent seemed clueless without any sort of authority on the matter. She did not confirm Zed and mentioned that she doesn't know 3rd parties working with Rogers!
  She did not offer to correct the contract and didn’t do much to help. It seems like while you are in the trial period of Rogers, in order to get your business they confirm and approve Zed and their offerings but once the one month period has passed they deny any synergies because they know that if you want to cancel then, you would have to pay a hefty penalty.
  This is poor customer service by the agent and Rogers. If I had not called to confirm the existence of the third party and the deals offered I would not have been as offended, however, since the Rogers agent confirmed both I am utterly disappointed that they wasted my time and didn’t even adjust the pricing
  
  Account Number: ***********
  Phone number: ************

  Business Response

  Date: 15/12/2023

  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:
  -Customer activated internet services on October 17, 2023, shortly after
  received an offer from a third party at a lower pricing, offer was not honored.
  -Customer requested billing adjustment.
  
  Investigative Findings:
  -We reviewed the account interaction and offer available.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 15, 2023.
  
  -We informed the customer the offer was not documented, and pricing
  offer presented is not available.  We
  provided a courtesy credit for the inconvenience.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 19/12/2023

  
  
  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:12/12/2023

  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 have been a costumer with Rogers since 2019. I have myself and my brother on my plan. My brother is not in the country so I requested that his line be disconnected. I made the call October 3rd 2023. The agent on the line confirmed that would be done and did not mention any additional charges associated with the request. I have gotten my bill for December and have been charged for my brothers line as well as my own. Now the agents are telling me that there are extra charges for every month of my brothers line being suspended. No mention of this when the initial request was made and now the bill is double what it should be for services no one is using. I have paid the bill once again amounting to 200. The bill before this was almost 400. I feel I have been taken advantage of and have not had honest communication with the company the multiple times I have spoken with them in the last few weeks.

  Business Response

  Date: 13/12/2023

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

  Client Concerns:
  The user for a wireless lined that was created under the
  account holder’s name is not in the country.
  Suspension or Disconnection Request.
  Apply adjustments since the suspension inquiry took place in
  early October 2023.

  Investigative Findings:
  The concerned wireless number was associated a 24-month
  financing commitment that ended in late October 2023.
  Details related to a wireless suspension were not shared correctly
  – This issue will be recognized as an internal teachable experience.
  The recent usage history which was in relation to the
  concerned wireless number was reviewed.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 13, 2023.
  Our findings were verbally shared in detail - including the usage history from October 2023 to Date.
  The concerned wireless number is now terminated and, appreciated
  account adjustments have since been applied.

  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern. 

  Customer Answer

  Date: 13/12/2023

  
  
  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:12/12/2023

  Type:Sales and Advertising 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.

  During the Fido's black friday event, we visit their retail store at **** **** ***** **** **** ** ************ ** *** *** Canada. After waiting in queue for 1.5 hours, we got our turn to buy new phone. The store employee asked us to come some other day before he said he was busy with other customers. Since other customers were spending thousands of dollars but we were there just to upgrade from old phone to new phone. ** ********** **. Charged us $60 for upgrade which we were never informed. The exchange value of old phone was $270 for which he gave us a copy, but Fido is not honoring it and is only providing $100. The 611 customer care hold is beyond 1.5 hours which I did once but my call was dropped after 1.5 hours. The online chat never gets connected. Their social media customer support doesn't want to help and is asking me to go to store.
  
  Uploading two document. One says $270 which is true, but other document says $100. They are not ready to fix it and not refunding $60 hardware upgrade fee which was never explained to us. The store executive just made us sign multipage document without letting us read. He said we can read at home as store is busy.

  Business Response

  Date: 15/12/2023

  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:
  -Customer completed an upgrade and trade up of his device at store, was
  confirmed a trade up value of $270.00. The offer did not reflect on the invoice,
  customer was also charged a set-up fee which he was not aware of.
  -Customer requested an explanation and adjustment.
  
  Investigative Findings:
  -We reviewed the account and the trade up offer; the chat interaction
  dated November 4, 2023.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on
  December 15, 2023.
  
  -We confirmed the trade-up offer will be applied to the account on the second
  or third invoice and confirmed we made him aware the set-up applies when you
  visit the store to complete an upgrade.
  
  Rogers would like to thank?the customer for their
  co-operation in the resolution of this concern. 
  
  Christine S.
  
  Attachée | Bureau du Président
  Advisor | Office of the President

  Customer Answer

  Date: 16/12/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Concern #1- Regarding trade-in value, I was assured that correct amount will be given to me regardless of the erroneous amount in their email.

  Concern #2- I will be requesting the chat history with Fido which can take upto 30 days, so the Rogers representative has suggested to close the complaint and re-open once I get the chat history and if I find any statements in chat history that talks about setup fee waiver.

  Hence, I am accepting to close this complaint. Though not as a satisfied customer. 

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

• Initial Complaint

  Date:07/12/2023

  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.

  I talked to a manager at Rogers to do an early device upgrade, and I ended up doing the device upgrade over live chat with this manager (David). I had an "exclusive offer" on my account that said that I would get $150 OFF my current device balance if I was to upgrade early, so I did. This Rogers manager told me that on my "next bill", which is December bill, I would see a $150 AND a $60+tax credit. Neither credits were on my December bill, issued December 1.
  
  That was the first issue. My second issue is that I returned my original "upfront edge" device (a Samsung phone) which was delivered to Rogers warehouse on Monday, November 27. It's December 7 now and I have not heard back any updates regarding that despite one of the agents telling me that you will get a "return confirmation" email within 24-48 hours.

  Business Response

  Date: 08/12/2023

  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 will work with the customer through this
  regulatory channel to provide resolution.   

  Customer Answer

  Date: 08/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they haven’t replied or done anything with the CCTS complaint and many days have passed, and that’s why I also filed a BBB complaint. Next step is that I will consider my legal options.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 14/12/2023

  At Rogers, we value the feedback received from our clients, and would
  like to thank ***** 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) and has accepted a resolution extended to them on December 13,
  2023.  

  Business Response

  Date: 19/12/2023

  At Rogers, we value the feedback
  received from our clients, and would like to thank ***** for presenting this
  matter for review.
  
  Client Concerns:
  -The customer stated they were
  offered promotions that were not applied.
  
  Investigative Findings:
  -The promotions were applied on the
  account.   
  
  Resolution:
  Rogers’ Executive Response Team
  successfully contacted the customer on December 13, 2023.
  -The customer was informed the
  promotions were applied.
  
  Rogers would like to thank the
  customer for their co-operation in the resolution of this concern.  

  Customer Answer

  Date: 19/12/2023

  
  
  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:07/12/2023

  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 had Rogers show up unannounced on Sept. 20 to install a new cable for Rogers ****** ****** Service. The technician name was Rajan who reports to Zeeshan Salem (Residential Supervisor) at ******* ************* ***** ******* **** **** **** ******* ** *** ***). After Rajan pulling the cable through my siding I went outside and stood, watched Rajan (of *******), remove a small square package (similar to *** **** given at restaurants) tear it open and spread caulking all along my siding extending over a foot along using the envelope to spread the caulking with! I immediately exclaimed "what are you doing?"that's not how you apply caulking, now it will not come off". It was too late to do anything. Rajan panicked called his supervisor to get immediate help but he did not answer. I was left with caulking spread almost 1 foot across extending on the next siding panel. I witnessed it! Oct 1st, 2023, Zeeshan showed up with a gasoline container to try to remove the caulking spread along my siding. By using gasoline, he removed the colouring of my siding which cannot be fixed & made the spot LARGER. ****** (******) my internet co. suggested that I call to get a siding company quote to fix. The only solution is to replace all of my siding (which is not something I want to do) at a cost of $14,000. I told them I want a settlement of $2,000, but they are now pointing the finger at me saying that I installed the cable and did the caulking. Obviously Rajan who did the damage is lying. Rogers are siding with Rajan and claiming that they did not do the damage. ******* has offered me $500, but I want $2,000 given that they won't admit damaging my siding. I witnessed Rajan do the work and damage, and Rogers and all other parties were not there to witness. Why would they send his supervisor Zeesham with gasoline to try to fix the damage...because it was caused by Rajan. I'm being accused of damaging my own siding by Rogers? How can ******* and Rogers say that? I was there!

  Business Response

  Date: 08/12/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ******** for presenting this matter for review.  
  Client Concerns: 
       
  Include desired resolution : Share negative experience with Rogers Advisor
  
  Investigative Findings: Claim not supported by Rogers
   
  Rogers’ Office of the President successfully contacted the cx on December 8th and provided apology for the negative experience with the Rogers' Office of the President Advisor. The customer accepted the apology and mentioned that she has filed a complaint against ******
  
  Rogers would like to thank the customer for sharing the feedback

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  ******* have not responded just yet and I am still seeking $2,000 in settlement. If **** ** choose to ignore the BBB's complaint ****** ***** ******* ********* ** *********** **** *** **** ,  I have recourse to Rogers who hired  **** ** to do their work.     I witnessed the incident and was shocked to hear that Annerson of Rogers (who was not present) would imply that I did the damages... even going so far as saying I installed my own cable.  I did speak to a very kind executive at Rogers who apologized on Annerson's behalf, however if I don't get a $2,000 settlement with **** **, I have recourse to Rogers as they hired **** ** to do their work. Also heard of another case where **** ** damaged a customer's siding. In the meantime, I want to keep this case open given that the BBB informed after my recent call with Rogers, that often smaller companies (in this case, subcontractors) will not respond. This leaves me with damage, no compensation and an accusation of installing my own Roger cable and damaging my own siding. The only remedy is to replace all my siding on the house as ***** ****** (quote given to Rogers) said that they cannot colour match the damaged siding as it would look worse.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:05/12/2023

  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 contacted Rogers on November 24
  
  During the conversation I decided to switch my cell phone to Rogers. The agent I spoke to said the monthly phone service would be $42 per month and that the iphone 14 128gb would be financed to one at $27 a month for 24 months - total of $69 plus tax per month for 2 years and once the phone is paid off I would pay $42 a month for the service and no activation fee. The rep from Rogers explained difficulty at that time in putting the order in an assured me that he would contact me the next day on November 25 after 4pm to complete the order.
  
  I received no return phone call and contacted Rogers on Nov 27 to see what happened to the order. The Rogers rep explained that the Rep I spoke to Friday offered me the wrong price and that he would be able to assist me. The price went up to $50 a month with the same phone and plan for a total of $77 plus tax and no activation fee. I confirmed the color and that the phone was in stock and that i would have it within 5 business days. Once this was confirmed I agreed to the new price and the terms offered.
  
  
  I received an email on November 30 that my phone would be delayed and I wouldn't receive it for 4+ weeks as they are out of stock.
  
  On December 4, I spoke to Andrew in Kitchener from Rogers who said that the phone I ordered is currently only in stock at the store but they would need to cancel my plan and put me on a more costly plan to receive my phone in the confirmed delivery time if I went to pick it up at the store or that I would need to wait 4+ weeks for the phone I ordered. He also stated that Rogers wouldn't provide me with my order details/plans until the order is shipped and they will resolve this by speaking to the Rogers representatives to train them better. Rogers isn't able to offer me a similar phone at equal or better value as they don't have it in stock. They didn't really offer me any resolution.

  Business Response

  Date: 08/12/2023

  Hello,

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

  Client Concerns:
  The account holder was presented with an offer on November
  24, 2023.
  When they followed up to enquire about the suggested offer,
  it was mentioned to that it was not available.
  A few days later, the account holder opted for a plan that
  was slighter greater in cost.
  The account requested we honor the November 24, 2023, offer.

  Investigative Findings:
  The account holder did not meet the requirements for the initially
  mentioned plan, which was not the account holder's fault.
  The accepted plan included data access that was more than
  the November 24, 2023, offer.

  Resolution:
  Rogers’ Office of the President successfully contacted the
  customer on December 8, 2023
  The account holder confirmed the increase in data is not
  required for his everyday needs.
  Based on the overall customer service experience, we adjusted
  the account holder’s wireless plan to his satisfaction.

  Rogers would like to thank the customer for their
  co-operation in the resolution of this concern. 

• Initial Complaint

  Date:04/12/2023

  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.

  Dear BBB,
  
  On January 13, 2022, I purchased an ******* ** **** with Rogers as part of my mobile plan. Because I made the purchase during the pandemic, I requested in-person delivery and installation.
  
  When the Rogers representative arrived to my door, she offered me a complimentary phone case and screen protector. I thought I was being offered this because of my customer loyalty. Unfortunately these items were not actually free and I am being charged for both via a monthly financing plan (phone case - $45.20, screen protector - $39.55). ****** *** *** ******** ********** ***** ***** I only have a balance of $5.22 to pay for these items.
  
  The Rogers representative also offered me a FREE *** tablet. I was skeptical at first but she said it was a free tablet for 2 years and then I would have to call Rogers to cancel it if I didn't want to be charged. She said that I would see a charge on my phone bill each month but that I would also see an equivalent credit so the net charge would be zero for two years.
  
  Because I was skeptical, I noted the 2 year term date on my calendar and periodically checked my online bill to see if I was being charged. Based on the online bill summary (********), it looks like there is a net zero charge but when you download the actual bill (********), there is a monthly financing charge for the *** tablet (which has a total value of $203.40). ****** *** *** ******** ********** **** ***** I have paid $186.56 to date with financing balance of $16.84 still to pay).
  
  I am really disappointed in Rogers - I have been a customer for over 10 years and it feels like I've been *******. To resolve this issue, I would like to see a billing adjustment (credit) for the full amount of all three items- $45.20 + $39.95 + $203.40 = $288.55.
  
  Your assistance in this matter is greatly appreciated. If you have any questions, please don't hesitate to contact me.
  
  Warmest regards,
  ***** ********* *** *** **** *****************

  Business Response

  Date: 05/12/2023

  At Rogers, we value the feedback received from our clients, and would like to thank ***** for presenting this matter for review.  
  Client Concerns: 
  Include desired resolution : Credit towards the tablet financing and accessories
  
  Investigative Findings: - The tablet was free monthly financing and never paid until the line was cancelled before the term end date.
   
  Rogers’ Office of the President successfully contacted the cx on December 5th and provided the following resolution:
  - Explained that the monthly charges on the tablet line was never paid since activation
  - Credited the total charges of $113.05 towards tablet device balance and accessories
  
  Rogers would like to thank the customer for their co-operation in the resolution of this concern. 

  Customer Answer

  Date: 07/12/2023

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

  I look forward to receiving the promised credit of $113.05 on my next Rogers invoice.

  Thank you for your rapid and highly effective assistance in helping to resolve this matter.

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