Complaints

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

close

Find a Location

WideOpenWest Finance, LLC has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WideOpenWest Finance, LLC

  7887 E Belleview Ave Ste 1000 Englewood, CO 80111-6007

  
• 

  WOW! Internet Cable Phone

  770 N Eastern Blvd Montgomery, AL 36117-8619

• 

  WOW-Wide Open West

  1570 S Phillips Rd Lanett, AL 36863-3912

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  WOW!

  310 S Houston St Athens, AL 35611-2524

  

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:09/26/2022

  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.

  We had WOW internet during our time in *******. Upon moving to another state, Wow mailed us a box along with a Fed Ex label to return our equipment. We did so promptly in May of 2022. It is now September of 2022 and we are still battling with Wow over the return of the equipment. They claim they haven't received it, although we did return it. I have spent hours on hold with over 10 phone calls to them trying to resolve this issue. They don't have the tracking number for the label they sent us. In August of 2022, they said they were escalating the case and it should be resolved. In September of 2022, almost 6 weeks after the case was escalated, we received a letter from a collection agency with the equipment charges and additional charges. Again, we returned the equipment with the label they provided to us. In addition, we should have a credit of $53+ due to not having the service for an entire month the last month. In other words, they owe us money! I have contested the last months charge in the amount of $83 with our **** as a result of them not giving us the credit to our account and not escalating the case as they said they would. Every time I call I am on hold for over an hour, they say they are taking care of it, they never do. We would like for this issue to be resolved and no further contact from Wow internet along with a removal of the debt from the collection agency. Our next course of action is to involve our attorneys for the amount of this debt, plus additional funds for our time and the fact that this was reported to our credit.

  

  Business Response

  Date: 10/04/2022

  The customer was called on  September *********, and October 3rd, 2022 with no response. Credits have been applied to the account and the customer will receive an email with details regarding any refund that they are entitled to.

• Initial Complaint

  Date:09/26/2022

  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 spoke to a representative in August to discontinue service on August 18th 2022 and gave them my new address to send the box to return the equipment. On 9-8-22. I recieved a collection notice for $460 for unreturned equipment fee. Called and they said they would resend box. Again on 09-19-22. On same day they charged my onfile card $492 for equipment after assuring me I had 60 days to return equipment. Called again on 09-29-22 FOR THE 4TH TIME TO SEND BOX TO NEW ADDRESS. They refused to refund $$ until equipment returned. Last call was with "***" id # *****

  

  Business Response

  Date: 10/05/2022

  At this time, we have mailed the boxes to the correct address and are waiting for the former customer to receive them. Once received the equipment can be boxed up and shipped back to WOW!

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18129907
  
  I am rejecting this response because: I have received the return box and sent equipment back today. Awaiting refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/13/2022

  At this time we have received the equipment and processed the refund. We spoke with the former customer and provided the details on claiming the refund. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18129907
  
  I am rejecting this response because:

  I was advised that a third party would handle my refund but after speaking with them they advised they had no information on me or my refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/26/2022

  The refund for this account has been sent to North Lane and is being processed. North Lane can be contacted at ************ via telephone or ****************** via email. 

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18129907
  
  I am rejecting this response because:

   The third party processor sent the gift card refund to my OLD address just like WOW did with the return boxes! The incompetence continues...
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/24/2022

  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 my own modem and didnt notice till recently when moving to another internet provider that Wow had started charging me for modem rental at some point several years ago. I have never requested a rental modem and Wow has never provided a rental modem. The fees add up to around $700 but when I requested a refund the wow representative said they could only refund 3 months. Wow must have been aware that I did not have one of their modems because they never requested an equipment return when I terminated their service.

  

  Business Response

  Date: 09/29/2022

   I spoke with the customer and went over our policy he was not happy and stated he will now go to phase two.

• Initial Complaint

  Date:09/23/2022

  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.

  In July 2022 a wow internet tech came to my door to install cable. I said they had the wrong address and that we didn't order cable and they left. In August of 2022 I received a bill in the mail to my address. It was my address but the name on it was ************************* who is unknown to me. First we went to Wow cable to speak with them in person, of course they were closed due to covid, so then I called Wow cable. I hung up after waiting an hour on hold. I called again and was on hold for over an hour but finally I was able to speak to a Wow rep. **** I explained the situation to her she was extremely confused. First she acted like I did something illegal by opening the mail that had my address on it, then I proceeded to explain to her that I want the address removed from ************************* account and that I was not going to carry his mail to him every month when the bill comes, not to mention I didn't want him to know that I opened his mail. . After a long back and forth conversation she told me to white out **** and write **** on the envelope and carry it over to that address. Anyways I finally insisted that this was Wows problem and I want my address removed, she transferred me to someone else who would remove me. After several minutes of trying to explain the situation to her she said that my address had been removed. I received a bill from Wow cable today, 09/23/2022 addressed to **** *************************, ********************! I want them to remove my address from this account! I do not have Wow cable but if I choose to get it in the future this address will show a 400 dollar balance due bill. How difficult could this possibly be to change this account to ***************************** address and remove mine! This is ridiculous!

  

  Business Response

  Date: 09/26/2022

  I have removed the account from her address, I called and made her aware of this.

• Initial Complaint

  Date:09/22/2022

  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 pay for internet service through Wow and they are failing to meet the service agreement. For the last several months my internet goes out from 5 to 10 times a day from anywhere from 15 minutes to over an hour. I cannot work from home as a result, can't watch TV or stream media as a result. I have called multiple times, had a service technician out and the issue still exists. Each time I have called in I have asked to speak with a manager to voice my concerns and no calls back at all.I want my bill refunded for the last 6 months and payment for my time and efforts as a result. Fix the service and or come remove it from my house in 48 hours!!!!

  

  Business Response

  Date: 09/27/2022

  I spoke with the customer about his complaint, explained not enough documentation to give 6 months of a credit. He is waiting on his modem to come at this time.

• Initial Complaint

  Date:09/20/2022

  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 overpaid my WOW September bill by $2205. The payment was sent by ACH through my credit union. The payment was received by WOW on September 13, 2022. The payment was posted on September 19th. I have been trying to get a refund since September 14th. First they said I had to wait to request a refund after it was posted to my account. I was also told to have my credit union reverse the payment. The credit union can not reverse the payment once it is processed . I informed WOW of this. On September 20th I called WOW for a refund & was told to have the credit union reverse the payment. I again told them they could not do this. I was then told I had to wait 10 days after posting date & call back to initiate a refund bc the credit union could reverse the funds. I again told them I called the credit union that day & the ** can not reverse an ACH payment. WOW is holding on to my $ & not giving me information on the process of initiating a refund. I do not trust that on September 29th that I will not be given more roadblocks. account # ********

  

  Business Response

  Date: 09/23/2022

  I have spoken with the customer and will reach back out to her when the refund process has started.

• Initial Complaint

  Date:09/20/2022

  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 paid my bill in July. Now months later Wow is saying that the July bill wasn't paid. I have paid my bill every month before July and after July. Wow turned my service off on 9-8-22 for non payment. I called and they turned service back on. But then told me I had to pay a reconnect fee. Then turned my service back off because I would not pay that fee.

  

  Business Response

  Date: 09/23/2022

  I spoke with customer and tried to go over his billing, he didn't want to listen he stated that he would keep the equipment till he went to court, and disconnected the call.

  Customer Answer

  Date: 10/24/2022

  Wow cable company in ********** *******. They continue to bill me after I have returned the equipment and turned off service. I have issues with this company because they keep sending me bills even though I have paid.

  Desired Resolution: billing adjustment

  

  Business Response

  Date: 10/28/2022

  This customer owes for the services that were provided to him which is the balance he has left on his account.

• Initial Complaint

  Date:09/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without internet for 2 weeks. It has cost me multiple days of work and caused me and my children yo be unable to access school. They have sent out a technician 3 times who has put in a "maintenance" request. It has never been fixed and my technician informed me that if the maintenance issue had been addressed the first time my issue would be resolved now I have used up my whole mobile hot-spot on work and other activities and am still being charged by the company. I was told they could not adjust my bill until they resolved the issue. No truck has been noted coming to do pole maintenance. They act as if the issue is my fault and add multiple days without being able to access internet to my list. We have had issues with this internet from the day we moved into our new house they are disrespectful, impolite, and blame the customer first and foremost. Yet, they have no problem taking my 115 dollars month to month. I have never felt as if my issue was heard or as if I have recieved proper care from their customer service.

  

  Business Response

  Date: 09/22/2022

  I spoke with the customer regarding the service issues that he has been experiencing with the internet. Per the customer, the issue has now been resolved. I have applied a credit to the account in the amount of $117.37 to compensate for the time without service. 

  Customer Answer

  Date: 09/22/2022

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

• Initial Complaint

  Date:09/16/2022

  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.

  Have been without phone service over 5 weeks, after an upgrade and change of ownership. I don't have phone service, keep saying vendor issue and will correct. It has been over 5 weeks, still nothing and still paying for it.

  

  Business Response

  Date: 09/23/2022

  I have reached out to the customer through email. I am currently awaiting a response. 

  Customer Answer

  Date: 09/23/2022

  I sent this to them, no response 
  Complaint: 17786380
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/15/2022

  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 cancelled my *********** in July 2022 and moved to a new address. I gave WOW my forwarding address for the equipment return box. I have called numerous times about not receiving the box because it keeps getting sent to the service address that I moved away from. Each time I give them my address to be able to receive a box for return. Each time I never receive a box. Now I'm getting a bill for the equipment that they literally won't let me return. The closest office location for drop off is 6 hours away and they won't give me a return label so I can box it myself and return it. They say the only option is to get the return box from them. This is either intentional to cause me to have to pay for the equipment or just extreme stupidity. I would like WOW to actually send me a return box and stop billing me for the equipment until I can get the box and return it.

  

  Business Response

  Date: 09/23/2022

  I have reached out and left messages for the customer. At this time, I am awaiting a response. A shipping box was sent to the requested address on September 21st.