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.

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• 

  WideOpenWest Finance, LLC

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

  
• 

  WOW!

  2401 10th St SW Huntsville, AL 35805-4057

  
• 

  WOW-Wide Open West

  1570 S Phillips Rd Lanett, AL 36863-3912

  
• 

  WOW-Wide Open West

  6050 Knology Way Columbus, GA 31909-4962

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

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:08/22/2022

  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 have been trying to return equipment to Wow! Internet since July 28, 2022. We had the service at a rental property solely to run our cameras while we were in the process of selling the property. When I knew we were closing on the house, I informed Wow! as to when I wanted the service shut off and inquired as to how the equipment should be returned. They informed me that I could take it to the local office or return by mail free of charge. I chose to return to the local office so that I could get a receipt for the return. When we got there, the office was closed and there was a sign stating that there were no office hours available at this location until further notice. There was a container to drop off equipment, but I didn't want to do that because I would have no proof that I actually did. I called and after about 45 minutes on hold, I was told that they would have to send me a prepaid box to return. I said fine but to needed the box to be sent to my billing address (same address ALL other statements and notices were being mailed up to this point). 10 days goes by and nothing so I call and they inform me that the box was mailed to the address of the property had been sold and they would have to mail out another. I have called twice since and they inform me that the box is in route but they can't give me a tracking number or date as to when we will be receiving it. Now we are getting emails informing us that if the equipment is not returned, we will charged for it!! I have since received 2 statements showing I have a $25 credit. When I asked about how this will be refunded to me (check or electronically- since they had been doing automatic drafts for monthly payments) they said I would receive a **** check card in an email in the amount due back to me?! I have been more than patient. I want this equipment gone, my credit refunded, and Wow internet out of my life! The account was in my husbands name with myself as a contact.********************* ************.

  

  Business Response

  Date: 08/31/2022

  The box was delivered to the customer on August 30 at approximate 1:45.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17753320
  
  I am rejecting this response because: I received the box and the item is currently in transit back to Wow, however I do not consider this a closed matter until they acknowledge receipt of the item and refund my credit of $25.65. Which was the second item listed in my complaint.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/22/2022

  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.

  In December of 2021 my internet was disconnected because I refused to pay for service that didn't work. I had fixed a complaint with the BBB and the **** I had to contact the office if the president because they wouldn't answer the complaint. So they refused to take care of the charges, I told him I am switching to ******* and said I'm disconnecting my service. Service was disconnected and I moved on. I then get a bill from them, I contacted customer service and they told me they had reinstated my service. I told them it was disconnected and I had new provider. I also said you can clearly see there was no usage. She said no it hadn't been used but that doesn't matter I still owe it. We went back and forth with no resolution. Now I get a bill for $115 that is in collections. Ummm no, I moved, I never used the service, I am not paying for something I didn't request.I want this removed from my credit immediately.

  

  Business Response

  Date: 08/26/2022

  I reached out to the customer with no response at this time.

  Customer Answer

  Date: 08/26/2022

  I have NOT received a call from them.

  
  Complaint: 17752268
  
  I am rejecting this response because:
  I never got a call from them.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/31/2022

  I have left messages on the number that you provided, which is a male voice. Please, check out the number and make sure that it is correct.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17752268
  
  I am rejecting this response because: I never received a call. The number is ************. Tge same one on my account.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/13/2022

  I have gotten the account updated and removed from out collections team.

• Initial Complaint

  Date:08/22/2022

  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.

  I was promised a $300 gift card after 3 months of on time payments. It's been almost 5 months now and I've reached out to customer service who cannot provide me with any answers. The first time the escalated the issue and told me to wait **** business days. It's been over a month. Now they're telling to call the company which I've tried and got no where. I advised them of that. The. He stated there was an issue with my account because I had a tech come out and was charged a fee that was reversed. Then he said there's no issue with the account and promptly closed the chat after telling me to call a number that I told him didn't work again. I just want my gift card. I should have received it in the beginning of July. No email was in my inbox, spam folder, or trash bin I have checked and searched all of them multiple times. I fulfilled my end of the deal It's WOW!'s turn to fulfill theirs.

  

  Business Response

  Date: 09/02/2022

  The customer has received her gift card.

  Customer Answer

  Date: 09/02/2022

   
  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:08/18/2022

  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.

  WOW! internet was installed at our property on August 2. As of today August 18 the service remains inoperable with erratic internet - most of the time dropping completely and no upload capability, As of August 18, I have made 7 calls to WOW for service. Each and every time, aside from the first two work orders they had NO work orders on file or technician notes to dispatch maintenance as promised on three occasions. The first technicians to arrive (WO#********). replaced the cable to the house and claimed to have changed the modem which was not operating correctly. That was a false claim. The modem was not changed. The service was still inoperable and another technician arrived on August 15 (WO# ********). He changed the modem, he verified that the service was extremely erratic and that he would submit a work order for maintenance since the problem was not at our property site. He also said he would track this for 24 hours and call me with an update. This never happened. According to customer service on August 16 this technician did not file a work order and made no notes on his service call. **************** also told me a maintenance order was not on file and that a supervisor would call me. This never happened. On August 18 calling again, the agent shared there was still no maintenance order on file and she would have a supervisor call me and also speak to dispatch for maintenance. This has not happened. Additionally, I am being billed for service that has not been provided, but the billing department will not stop the billing during for non-delivery of service. When going to my WOW account on line, it will not allow us to stop WOW from billing **************** directly for these charges - practice that borders on fraud. WOW has NO method in place to confirm these conversations such as an email or text follow-up for its customers. Thus the customer has to rely on lip service and false claims.

  

  Business Response

  Date: 08/25/2022

  We sent one of our maintenance technicians out to the home and at this time everything appears to be working properly. If any issues return we will be happy to further assist with this issue. We have also applied a credit towards the account for time without service. 

• Initial Complaint

  Date:08/17/2022

  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.

  We had to cancel our internet service with this provider due to relocation from ******** to **************. This cancellation took affect in June 2022, and the company told us they would send an empty box to send our equipment back to them in. Well, it is now Mid-August and we have yet to receive that empty box, and instead have received a bill numerous times for $250 stating we have not returned the equipment and owe them money. We have called 4 times asking for this return box, and each time they tell us they have sent a new one to our new address in **************. When we ask for the tracking number, we quickly realize that the tracking number they provide isn't an actual tracking number to any shipping company. This last time I called, they said they shipped out another box for the 4th time but they couldn't give us a tracking number because that was a "different department." When I asked to talk to a supervisor, they refuse to let me do so. I find it really hard to believe that ***************** has lost this empty box 3 different times now. It seems that they're just not sending one out and hoping we give up and pay the $250 instead which we will not do when they're not the ones doing their part. We have done everything on our end and have wasted so much time simply trying to get a box so we can return our equipment and are getting absolutely no where with them. At this point, were not entirely sure what to do.

  

  Business Response

  Date: 08/24/2022

  I spoke with the customer regarding her concerns about not receiving the requested shipping box. A new order was submitted to ensure that the shipping box is mailed out to the correct address. I will follow up to ensure that the shipping box is received. 

  Customer Answer

  Date: 08/28/2022

   
  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:08/13/2022

  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.

  My service was shut off by WOW internet in July due to non payment. I was laid off by my employer, GM, because Of parts shortages. Today August 12th I went to pay my entire bill and get my account current when I noticed that WOW charged me for the entire time that they had shut my internet off. The internet was shut off and I could not use it yet they still charged me over a hundred dollars for the time THEY shut it off. I already paid late fees for my service that was past due then they expected me to pay for time I couldnt even use the service. So I contacted them and they told me the least they could do was 22$ and that was it. So they were only going to do the least for me? This is disrespectful and unethical. They should not be allowed to charge people for services they were not given period.

  

  Business Response

  Date: 08/18/2022

  We have provided a credit to cover the reconnection fee as a one time courtesy. This credit is for $22 and we also credited $50 towards the account for the time the account was disconnected and service not in use. 

• Initial Complaint

  Date:08/12/2022

  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 returned equipment WoW's Dropbox during Covid as I was instructed and was still charged for the equipment on my credit. I've been working and calling for months to get a resolution. I've sent the picture evidence and all. Why is it so hard to correct this? I've provided proof. I've called customer service to get an number to executive complaint department and they will not share how to contact them.

  

  Business Response

  Date: 08/18/2022

  The equipment has been removed from his account.

  Customer Answer

  Date: 08/18/2022

   
  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. While Im eternally grateful the representative was empathetic and resolved this in a timely manner, I still have to wait for my credit to be updated. WoW needs a process to resolve these issues faster before it has to be escalated to BBB to get a response. This literally took a year to get resolved. Kudos to the executive care representative, she deserves a raise.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  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've had wow gigabit for over a month now and the speeds have been extremely inconsistent to the point that they drop under 5 mbs, I have to work from home and had to have now 3 tech visits to come fix my internet and each one takes about a week for them to come out and fix it again... so I've been missing work way to much and it is giving me financial issues. I just want my internet to run normally and without having to call tech support 5 times a day to try and fix it. Attached is a picture from speedtest.net of my speed at this very moment

  

  Business Response

  Date: 08/17/2022

  Our local team has worked with this customer to get his services working. 

• Initial Complaint

  Date:08/10/2022

  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.

  Purchased cable service January 8th 2022 speaking with ******* Internet 500 will get $200 **** card after 90 days of service. I fulfilled the requirements and have never received the gift card. I called 4/13 got the run around, 3rd party handles call Northline, they told me WOW didn't send it to them. Called Back same day they will send it within the month. Nothing. Called WOW 5/26/22, Call ***************** it will be sent, called again 2x 6/20 ****** said sent 4/13 wait a month and it will come. Called again 7/18 spoke to female supervisor *** employee id ***** they will send the actual card in mail in 1-3 weeks. Still nothing. I have gone above and beyond to fulfill my obligations. No one has been able to get me the gift card. Listen to the recorded conversations! Hmmm...is this bait and switch, fraudulent advertising? Why is this so difficult to solve? Please Help.

  Customer Answer

  Date: 08/16/2022

  ***********************

  

  Business Response

  Date: 09/02/2022

  We have mailed the gift card using *** ground. The card went out on the 29th of August and will arrive to the customer in 3-5 business days. 

  Customer Answer

  Date: 09/02/2022

   
  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.

  I appreciate their quick response after BBB sent the request on this situation!  I am sorry that it wasn't resolved easier months before.   

  Thank you Better Business Bureau and WOW for getting this done!  

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

• Initial Complaint

  Date:08/09/2022

  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.

  July 30th my area had an internet outage for a few hours, but mine never returned on. On one call the lady said I'll need to have a technician to come out, but it would take a week. She placed me on hold to see if she could get a tech sooner. After about 5 minutes on hold she hung up on me. I called ****** to see if they could set up service faster than the week WOW said it would take since the lady hung up. Called WOW back and told the guy that I was going up on and ****** can set me up faster and if they can't find time then I would have to swap. He told me to hold.. after a while he too hung-up.I was over it and quit trying to call back because it seemed they just took pleasure from hanging up on me. Aug 5th comes, the day the technician was supposed to arrive. It was afternoon and I still had not heard from anyone so I called. WOW told me there is no work order because my service was canceled on 7/20. He then proceeded to tell me if i allow him to charge my card then he'll turn it back on but it will be $20 more monthly than what I was paying and 1/2 speed I had before WOW took it upon themselves to discontinue my service. I told him it isn't acceptable and drove to my local branch. The guy told me that a manager would be contacting me 8/8. That was yesterday and still no phone call. Apparently from the automated system I now have to wait until 8/12 for a technician. This will now make 2 weeks without being able to work. All in all looks like this company is tip-toeing in borderline illegal practices by canceling customers services on their own then making them pay much more money for half the speeds because the old one is "not offered". It's really fishy.Pretty sure these tactics are illegal.

  

  Business Response

  Date: 08/15/2022

  At this time, all of the issues the customer was experiencing have been resolved. We have reviewed calls and also determined the cause of his service issues to be an issue with the cable line on the outside of the home.