Business Profile

Telecommunications

Rogers Communications

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

1,520 total complaints in the last 3 years.
576 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:27/09/2023
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.
How about Roger’s call back system was to get a call back 8-13 minutes put request at 3:49 but get my call back at 4:51 am and on 3rd call at 5:04 am I answered on the hit 1 to be next to speak with someone and her some stayed on call then got hung up on in the morning when I was sleeping. is there no law that lets people have there call back like normal and not ****** ****** at 5am in the morning and if you answer the call after they tried 3 times from a dead sleep you should be able to talk to a person not just hear they goofing around on there system then they freak out cause they got a call cause they are a call center that called me 3 time and hang up on my at 5:13 am is out side business hours to call people and 2 totally disrespectful to customers
Business Response
Date: 03/10/2023
Hello,

RE: 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 failed to receive a callback on September 25, 2023.
-Customer requested feedback on the situation.

Investigative Findings:
-We reviewed the situation and investigated the root of the delayed
callback.

Resolution:
Rogers' Office of the President successfully contacted the customer on
October 3, 2023.

-We informed the customer an investigation was completed, we apologized
for the inconveniences due to configuration
error resulting in callback did not occur that evening as expected. The
situation was resolved as applications involved in this process were recycled
in the early hours of the morning, which caused the callback to get actioned.

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

Christine S.
Attachée | Advisor
Bureau du Président / Office of the President
Customer Answer
Date: 03/10/2023
since I made the complaint on September 30, I was talking to a live agent and I had requested a transcript to be sent to me right from their page no transcript received so I attempted to do so again the verified information no transcript received so I tried a third time with a different email. No transcript receipt and they’re telling me it was a phone call and they refusing to pull it even though it was a live chat. *** **** **** ** ** * *********** ******** ** ** *********** ** *** ****** ******** ****** they refusing to give information of was supposed to be provided to me regardless but now they don’t want to. I have to beg the privacy officer to do it. It’s been an ongoing battle and they’re causing more and more issues as a retaliatory response to this complaint. They’re playing devils advocate I don’t think that’s fair as a consumer, that they can just turn off features and disable features. Whatever they want, and refused to provide information that everyone has access to other than me ******* *** * **** **** * ********* I provided ones that I had gotten out yesterday transcripts but all my transcripts from the 30th have never been sent and I sent you a copy of the ones of me begging for them to send them to me and they refuse and make excuses.
**** *** ******* ***** ***** *** *********** *********** **** ******* ****** *** ** **** ** **** ***** ******** ** *** ****** ******** ****** ** **** *** **** *** *** ******* ******** ******** **** ***** *** ****** ** ******* *** *********** **** ** ******* ** *****

****** **********
Business Response
Date: 05/10/2023
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 engaged our care team via chat on September 30, 2023; copy of
the chat log was not provided at the end of the session.
-Customer requested copy of the
chat to be provided.

Investigative Findings:
-We
apologized as the chat log was not provided at the end of the chat session.
?-We informed the customer how to request
the chat log via the Chief Privacy Officer.

Resolution:
Rogers' Office of the President successfully contacted the customer on
October 4, 2023.

-We confirmed a request was submitted to the Chief Privacy Officer and a
copy of the chat log was provided to the customer.

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: 05/10/2023

Complaint: ********

I am rejecting this response because:
until what was honored in those transcripts on my **** that I have now in my possession is still honored, and that you don’t retaliate by not honoring it once I get confirmation from from the Better Business Bureau from the office of the President that they are going to honor the offer, I will not pay the $60 activation fee. There is $10 off my device and my plan is free over the course of two years for my **** * gen and all those issues that they have been causing happen put behind us and the original offer on September 30 is honored in the transcript that they had provided as well as $50 compensation for all of the hassle they’ve had to put me through and all of their *********** behavior. They are not to touch anything on my profile my offers I have screen recorded as it is at the moment, and everything will stay the same, only my **** will be added in for the $15 a month for the device and I will accept. I don’t want any more issues I don’t want to be contacted by S. and I don’t want them to play no more games on me please. No more phone calls at four in the morning no more dropping my callbacks and not sending me my transcripts. I don’t need the stress or the hassle.
all the information needed is in the transcript that they were refusing to send me on September 30 I have my **** now from the Mobile order and my offer must be honored and I want them to stop *********** behavior against me

Sincerely,

****** **********
Business Response
Date: 12/10/2023
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 is seeking to have an online promotion applied towards the
financing of their device.

Investigative Findings :
-The device was obtained in store and not online.
-The customer was misinformed regarding the offer.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
12, 2023.
-We have applied the missing discount to the device financing.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Initial Complaint
Date:27/09/2023
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.
Upon completion of signing into a plan over the phone with Rogers, the Representative told me as soon as I received my phone (in mail) and activated it, I should immediately call back to Rogers and speak with accounts department and give my **** account# to additionally activate an ongoing monthly discount of about $10, subtracted from my overall **** and Rogers Account ongoing monthly payments.
Rogers has the audacity to once again pass off any true means of resolve to another department who has no authority to meet the criteria of which a customer can have the very promotional perks that were promised just prior to a 2yr financing contract, actually honored! ****** *** *** ********** ***** **** ********** ** *** **** ******* *** **** **** **** *** ***** ** **************! I am truly appalled as to the the initial misrepresentations, and even more so appalled at the conspiracy of which any type of upper management defends and supports *** ****** **** ** their reps through juggling complaining customers to different departments that don't resolve, but rather talk and attempt to manipulate customer in believing their intentions were somehow sincere! ******* *** *** ****** **** ******** ** **** ** *** ** *** ******** ********* ******* *** * ******* *** ************* ******* *** ********* ********** **** ********* **** ******** ***** ** ******* *** ************ ********* ******* ** ****** ******* ******* ****...I will now make every effort to advertise through complaints, Reviews, BBB's complaints/reviews,,, the truth of Rogers clear lack of accountability and "runaround" protocols which clearly leaves complaining customers with not even an acknowledging responsive tone, let alone any type of honored retribution! Shame on you Rogers...***** **** *** **** *** **** ****** ** **** ***** ****** ******** ******** *** ******** **** ** ******* ********** ****** *** ***** ********** ***** ***** (I.e, Rogers/****)
Business Response
Date: 04/10/2023
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.  Please note
that we have proactively applied the discount towards their **** services.

Rogers is looking forward to the opportunity to address the customer's
concerns at their convenience.
Customer Answer
Date: 05/10/2023

Complaint: ********

I am rejecting this response because;
.......because once again it has been said that my Rogers/**** account has been "proactively reimbursed/credited" and as much as I was hopefully to have finally reached a level of validation and rectification of my mislead and sugar coated pre-contract sign-up/pitch, my Rogers/**** App indicates no credit other than the remaining credit of $150 standard sign-on bonus.
In addition, I responded via email to the presidents department whom initiated email correspondence. No response there yet either. I will try to be optimistic at rhiz point, but my rejection seems appropriate and justified considering the continued emptiness of promise.

Sincerely,

******* ********
Business Response
Date: 17/10/2023
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 is stating that they were offered a discount towards their
services.
-They are requesting that the discount be applied.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
17, 2023
-We have confirmed that the discount has been applied on their ****
services.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Initial Complaint
Date:27/09/2023
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 an alarm system with Roger’s. it went off on September 1 2023 and I was notified by the company that it was a false alarm and a connectivity issue. When I got home I was robbed and the company failed to tell me this or call the police. I lost over $10,000 in money and goods. I contacted them but they did not do anything or offer me any service credit or compensation after hours of speaking to them.
Business Response
Date: 06/10/2023
Hello,
At Rogers,
we value the feedback received from our clients, and would like to thank ** ***
for presenting this matter for review.

Rogers’ Office of the President successfully contacted the customer on
September 28th, 2023, advising the shared issue is under review.
We have since followed up with ** *** on October 6th, 2023, to ensure the lines
of communication remain open as the service concern continues to be
investigated.

Thank You,
Initial Complaint
Date:25/09/2023
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 cancelled my Roger's home package (home&cell phone on May 4th 2022. Went to another server. Been paying my bills to new server. Received a vague letter June 20 2023 requesting $1904.57 and that my service was suspended. It wasn't suspended, I cancelled it. I verified at Roger's store that the phone # on letter was legitimate. With many phone calls I did not know who I was talking to. I questioned this and what the $1904.57 was for. As far as I was concerned back in May 2022 I was paid up with no further notice of billing until now. They presented several answers as to why, always changing reason. First answer I did not cancel 1 of cell phones. (I did) Amongst other reasons that came later. Beginning to become suspicious of scam either by Roger's itself or by outside party. Come down to $458.11 which doesn't make any sense to me. Asked for them to send detailed bill. They dissuaded me from this so I would know what legititmately I would be paying the $458.11 for.
Business Response
Date: 29/09/2023
Hello,

RE: 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 cancelled his home
service in May 2022.
-Customer received a letter for outstanding amount owe on the account.
-Customer requested adjustment.

Investigative Findings:
-We reviewed the account, the invoices and usage.

Resolution:
Rogers' Office of the President successfully contacted the customer on
September 29, 2023.

-We informed the customer a mobile line was not cancelled back in May
2022, however there was usage only on the June 2022 invoice. An adjustment was
applied to the account.

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

Christine S.
Attachée | Advisor
Bureau du Président / Office of the President
Customer Answer
Date: 02/10/2023

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:25/09/2023
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.
Very tired about Rogers service increasing every year without any reasons. Three times they pushed me to upgrade my plan and equipment to get a discount and better service and three times I didn't feel any improvement in my services except that my monthly bill went up and up.
This month they increased my internet service to $45 per month! I contacted the Rogers customer service who tried again to upgrade my service to the better Ignite service to get only $10 instead of $45 increase. Why? Why can my service not stay the same all the time? Why do we have to fight with Rogers every year to get a better rate but the service stays the same all the time? I was upgraded with internet speed twice but internet speed never improved! Why do they treat senior's that way? Please help!
Business Response
Date: 26/09/2023
Hello,
At Rogers, we value
the feedback received from our clients, and would like to thank **** for
presenting this matter for review.
Client Concerns
Service issues with Rogers
Cable and, Rogers High Speed Internet.
Rate Increases.
Investigative
Findings:
The account holder
currently has legacy products which are related to soon-to-be expired cable and
internet services.
The account holder
confirmed notifications for rate increases and, expired offers were received by
way of generated monthly invoices.
They are aware of
the introduction of the Rogers Ignite Platform, however; due to personally
shared health-related issues, product change is currently not convenient.
Resolution:
Rogers’ Office of
the President successfully contacted the customer on September 26th,
2023.
Service support is
limited for grand-fathered services.
Legacy cable and/or
internet boxes are no longer available for replacement should a need for a
service related be required.
We revised the
currently applied rates as a temporary measure.
Rogers would like to
thank the customer for their co-operation in the resolution of this
concern.
Initial Complaint
Date:25/09/2023
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 received a letter from rogers with an account number *********. This shows my first and last name along with the address where I currently stay but neither has my phone number nor my email address in its detail.

I never had any rogers connection but only have been with fido since the time I landed in this country.

First checked with chat advisor but they told to talk to store people. After asking the store people they said around 4 devices were ordered using this account. I told my license was being used illegally to shop lift and take connections such as this rogers account. A police complaint was also filed regarding the identity theft incident.

Now my concern with the business is that how can they just hand over be it phones or completions to people with limited identity proof. Had there been through paper work, the wrong person does not have to deal with this issue. Also my reason for putting this is my credit report is showing this account as well. I have made sure timely payments are made so that the score remains good but do not want such account to affect it. If this account is removed that would be the least help that can be provided by the business considering what has happenend with my identity theft.

Atleast at store I was advised to call the fraud department who can further investigate this and remove my name from an account which I never knew existed.
Business Response
Date: 05/10/2023
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 is stating there is an account that was open without their
knowledge.
-They are requesting a fraud investigation be completed.
-They are seeking their credit bureaus to be corrected.

Investigative Findings :
-Our internal Fraud management team has investigated and confirmed this
account was open fraudulently.

Resolution :
Rogers’ Office of the President successfully contacted the customer on October
5, 2023.
-We confirmed the account was open fraudulently and all charges will be
reversed.
-Their credit bureaus will be corrected once all corrections are completed.
-The customer was informed of the delays.

Rogers would like to thank the customer for their co-operation in
the resolution of this concern.
Customer Answer
Date: 05/10/2023

Better Business Bureau:

I was contacted from the president office and have also reviewed the response made by the business. Thanks to Anna I am satisfied with the matter been taken care of finally in reference to complaint ID ********.

Sincerely,

***** ****** *******
Initial Complaint
Date:22/09/2023
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.
RE: ID number for complaint placed with Rogers Communications - ************
Date: Sept 8, 2023

I am writing to file a formal complaint against Rogers Communications in our region. The nature of this complaint pertains to their recent and unilateral decision to send monthly statements exclusively via email, without obtaining my consent use my email as the preferred method of delivery.

Such actions shouldn't come at the expense of customer rights, transparency, and choice. I am a senior citizen, I have been a loyal customer of Rogers for several years, and I was receiving my monthly statements via traditional paper mail.

This abrupt change has raised several concerns for me, and I believe it is a breach of fair business practices:

1. Lack of Consent: I was never given the opportunity to provide consent for this change in the delivery method of my statements. Transparency and customer choice should be paramount in such matters.

2. Accessibility: Not all customers have easy access to email or are comfortable with electronic statements.

3. Privacy Concerns: Email communication may pose security risks, and some customers may not feel comfortable with sensitive financial information being sent via email.

4. Communication Breakdown: I have experienced issues with email delivery in the past, including messages ending up in spam folders or not being delivered at all.

5. Environmental Impact: While electronic statements may be more environmentally friendly, companies should allow customers to opt-in rather than impose this change unilaterally.

I contacted Rogers Sept 8, 2023 regarding this matter, but my concerns have not been adequately addressed. Instead told I would be charged $20. I am on a fixed income & not able these charges are not fair to individuals like myself. I hope the Better Business Bureau can help mediate this issue and ensure that Roger Communications respects the rights and preferences of its customers.
Business Response
Date: 28/09/2023
Hello,

At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review.
Client Concerns:
Paper Billing Request
Investigative Findings:
Recent invoices were shared via on-line billing.
Resolution:
Rogers’ Office of the President successfully contacted the customer on September 29th, 2023
Recently on-line generated invoices were reprinted at shared via mail to the billing address on file at no charge.
Given the account holder’s elderly status, generated invoice options have since been adjusted to their satisfaction.
The account holder was also advised in 2019 we started switching new and existing (Wireless, TV, Internet, Home Phone and Smart Home Monitoring) customers to online billing (OLB). OLB offers more flexibility, a simplified billing experience, and is environmentally friendly,
Rogers would like to thank the customer for their co-operation in the resolution of this concern.
Customer Answer
Date: 28/09/2023

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:21/09/2023
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 with Rogers for 2 years now, my ex fiancée and I started the plan. I've made a vast majority, if not all of the phone plan. I'm trying to take my phone off the plan my ex is forcing me to stay on. Rogers won't let me leave unless they get her authorization, which she won't give. They've called several times and I've asked several times. I can't keep paying for not only my phone, but her phone, tablet, and internet. I'm desperately trying to work with them and call them, but they keep circling me around to no where. Forcing me to keep paying more than I should to keep my phone on. The phones are now paid off, and I shouldn't be locked to anything.
Business Response
Date: 05/10/2023
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.
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.
Christine ******

Attachée | Bureau du Président
Advisor | Office of the President
Initial Complaint
Date:20/09/2023
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 bought a ******* ***** *. I financed it through my cellphone service provider Roger's. I bought my 1st on Dec 19. I had to return it because it wasn't connecting to their LTE network as advertised it should work. They said it was defective. January I got another one from them. Same issue. It's now the End of September and my watch still doesn't work. I've spent countless hours on the phone, in the store I've spent probably 10 hours now in the store trying to get them to fix it. They have tried like 50 Sim cards. I've been calling now trying to get management to call me no one will call me back. I've spoken to a store manager and he has the same problem. I'm not the only person, there is probably a lot of people out there dealing with this problem. This has potential to turn into a multi million dollar lawsuit. Because they are selling a product that does not work as advertised. I've called ******* which I will be filling another complaint against. But the 2 companies are blaming each other. I want my watch for free now and my balance at -500. It will be cheaper then what will come of this for them.
Business Response
Date: 03/10/2023
Hello,

RE: 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 purchased a ******* ***** * via Rogers and had technical issue
connecting to the LTE network.
-Customer requested a refund.

Investigative Findings:
-Customer concerns were addressed on September 22, 2023.
Resolution:
Rogers' Office of the President successfully contacted the customer on
October 3, 2023.

-We reviewed the interaction of September 22, 2023, and customer agreed his
concerns were addressed and resolved on that day.

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

Christine S.
Attachée | Advisor
Bureau du Président / Office of the President
Initial Complaint
Date:20/09/2023
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.
So I bought an ****** ** *** with Rogers back in June. It was under a contract where I have to return the device at the end of 2 year contract or I have to pay $599 to keep the phone. I know many times people are left without the phone and you still have to pay a premium bill for 2 years. So, I decided to buy a Rogers premium protection plan that basically covers any damage, lost or stolen device and I have to pay a $300 deductible. After 5 months I now lost the device and I files a claim with rogers on Sept 14th. They forwarded my claim to a company called ******** who then rejected my claim. They don’t listen to my side of the story but they say that they have now made the decision and I will not be sent a new phone. Then I call Rogers and they basically put all the blame on ******** company saying that it is them who handles this and Rogers can not do anything about it. When you buy a phone on Rogers website, it clearly says that it is a Rogers service that I am getting the protection from. Its an extra $17 service per month. So they have been collecting the money from me but when it comes to honour the claim, they keep sending me to a 3rd company who doesn’t want to resolve anything. Now Rogers wants me to keep paying the $34.99 extra for the phone every month and then pay the $599 at the end of 2 year term when I dont even have the phone. **** ** **** ****** ** ***** **** ** all the emails suggest that its Rogers who is selling this protection plan but when someone makes an actual claim, they just have someone else say no to the customer on their part. If they dont want to honour their part of the deal, I think the contract should be cancelled without me having to pay the cancellation fees of $1400 for a phone that I dont even have anymore.
Business Response
Date: 06/10/2023
Hello,
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 make contact with 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.
Thank you.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Rogers Communications is NOT a BBB Accredited Business.