Reviews

Review Details

• Review fromAudrey D

  Date: 10/18/2024

  1 star
  Wow, how can people be so conniving. As I read through the complaints, I see that most of the elderly are being targeted by this company. Well same happened here. My mom is 93 and alert. She told me that Clear Rate called and said our current phone service was no longer providing service in our area. So she said ok to their offer. Well, so when the the package came I refused to accept it from the post office and it was returned back to this company. At this time we cannot get any incoming calls. I am well educated and a advocate for the elderly throughout the state of ********. I have attempted to call this company multiple times and never received a call back. If there is a lawsuit being filed against this company, it is deserving.

• Review fromRita C

  Date: 10/14/2024

  1 star
  Customer without a phone for 20 days. Various family and friends tried to contact this company. They will not answer the phone. If you press "repair" on any of the 800 numbers, you get disconnected. If you chose #4 (other request) you are held on hold for exactly 30 minutes and then told to leave a message. There have been at least 16 messages left in this customer's behalf, none of us have gotten a call back. We have went online to report the outage. No response. Customer is an older woman, by herself, and no way to call 911.

• Review fromMarguerite L

  Date: 10/11/2024

  1 star
  Clear Rate Communications *** I've tried calling them, emails and I get nothing back.Our phone line has been off for at least 3 months.They keep sending me a bill. I called today and they ask if you want a call back or leave an email, their customer service Representatives are busy with other customers.I waited for over 30 minutes. I had a call come ***** left. I'm going to try again.This is a poor way to do business.I will not even give them 1 star.
  

  Clear Rate Communications, Inc.

  Date: 10/15/2024

  We sincerely apologize for the frustration and inconvenience you have experienced. We understand how important it is to resolve service issues in a timely manner and regret that you’ve had difficulty reaching us. Our team is currently experiencing higher-than-usual call volumes, which is affecting our ability to respond as quickly as we’d like.
  
  Please know that we are working to improve our systems to better serve our customers. If your phone line has been off for an extended period and you are still receiving bills, please contact our customer service team at 1-877-877-8581 or email us directly, and we will prioritize resolving this matter.
  -Heather H.

• Review fromCarol T

  Date: 10/08/2024

  1 star
  My 79 y.o. mother somehow was convinced to say yes to Clear Rate Communications service when she already had an established land line and available internet services that worked perfectly fine. We have not installed the hardware that was sent and want the service turned off. I've left messages after waiting on hold for 30 minutes and the system timing out and indicating I need to leave a message and sent an email without any response. I just want the address to return the equipment and get the service canceled. While they may be a legit business this is no way to run one. The number does not connect to a human regardless of the option that is selected, billing, trouble with service, or other. I've tried them all. If I could leave a zero star that would be better.
  

  Clear Rate Communications, Inc.

  Date: 10/15/2024

  Thank you for sharing your concerns. We apologize for any inconvenience caused and understand your frustration. Our goal is to provide a positive experience for all customers, and we are actively working to address any service or communication issues.
  
  Please return any equipment using the provided return label that is in the package, and we will process the cancellation once it is received. Your email will be addressed in the order in which it is received. We appreciate your patience.
  
  -Heather H.

• Review fromTracey L

  Date: 10/03/2024

  1 star
  We have clear rate for our home phone. The phone never works or has dial tone. I've been emailing them and calling on my cell. No answer. We need our phone fixed now.
  

  Clear Rate Communications, Inc.

  Date: 10/04/2024

  We apologize for the inconvenience you've been experiencing with your home phone service. We understand how important it is to have a working phone and are committed to resolving this issue for you as quickly as *********** expedite the repair process, please submit a support ticket directly through our website at *********************************************************************. This will ensure that our technical team addresses your issue promptly.If you prefer, you can also reach out to us at ************ for assistance.Thank you for your patience, and we look forward to resolving this for you!Best regards,******* H

• Review fromJennifer W

  Date: 09/24/2024

  1 star
  My mother is 90 years old and HAS BEEN WAITING FOR A CALL BACK HER phone DOES NOT Work I am very upset!!!!!! If something happens to her and she cannot call for help I will have to check into an attorney for advice. You guys are scammers in my opinion. Do not get this service they are a rip off. Rating is -0
  

  Clear Rate Communications, Inc.

  Date: 09/25/2024

  I understand your frustration and concern for your mother, but I must address the accusations clearly and factually. We are not scammers, and your claims are taken very seriously. We apologize for any delays youve encountered, but we are working with limited staff and an overwhelming volume of calls. If youve left voicemails, we are prioritizing them and will address her issue as soon as possible.That being said, our service is legitimate, and we do not "rip off" our customers. If your mother is experiencing phone issues, it could be related to external factors that we will need to address after investigating. If her phone is not working and its urgent, I strongly advise using alternative means to ensure her immediate safety while we work to resolve the service issues.*********************************************************************. You can always enter a repair ticket here. Thank you for your understanding.-******* *.

• Review fromJohn B

  Date: 09/23/2024

  1 star
  This business took my 93yo mothers phone number back in June 2024. They sent a device to hook up to the wall outlet, and to call which I believed to activate the device.I never hooked up the device, or called. I called clear rate to get my mother's phone number back. I was told it would take about 10 days to get that number back to frontier. Funny how it could be taken away in one - two days. I immediately returned that device to the returns department. I did not want my mother without a phone that long so I was able to get her a new number the next day. That was also a pain to notify all her Doctors, family etc.CLEAR RATE IS CONTINUING BILLING MY MOTHER SINCE THE DEVICE WAS MAILED TO HER BUT NOT INSTALLED.
  

  Clear Rate Communications, Inc.

  Date: 09/24/2024

  Its important to clarify that switching from a wireless setup, like Home Connect, to a traditional copper POTS network does take time due to infrastructure differences. If the Home Connect device had been set up according to the provided instructions, your mother would have had a fully operational phone service while deciding on next steps. Your mother agreed to join Clear ***************** services, and if she has now obtained a new phone number but didnt port her previous number out, this is why we are still billing ****** cancel the service, the caller of recordyour motherneeds to contact us at **************. Alternatively, if you hold legal Power of Attorney, please send the full documentation to *************************************** and we will process the cancellation as soon as the request is received.-******* *.

• Review fromTimothy J

  Date: 09/05/2024

  1 star
  This business slammed my mother of 83 years old in such a way by taking away her landline with **** without her consent.. after further attempt to call you receive nothing but a voicemail to leave info but no one returned a call.... I have attempted at least 10 times and it got to the point that I sent the item that was never connected back to the company that sent it.. they had the nerve to send a bill for $40 dollars that will not get paid... I am discussed of how they are considered to be a business when there is no communication accept when they are manipulating venerable adults... this is truly a case that needs to be resolved just like many others have already complained.. Cancel this service
  

  Clear Rate Communications, Inc.

  Date: 09/06/2024

  We take this accusation very seriously and would like to address it with the facts. First and foremost, your mother's account was not "slammed" nor was there any manipulation involved. The service switch was agreed upon, and we have the recorded call to support this. As for the $40 charge, it reflects legitimate time of service that was provided before the account was closed, we explained what the Home Connect was, there was an option for service is the device was hooked up as agreed.. As for the communication concerns, our voicemail system is in place due to high call volumes, and we do our best follow up on every message left, however when we are being left a lot of messages with no information, please understand the process to sort through them takes time. Not to mention we are short staffed. We understand frustrations arise, but making false claims and publicly attacking a business without providing full context is not only unfair but also unproductive. If there are any outstanding concerns, we are more than happy to address them directly. Weve resolved countless issues for our customers, and this is no exception.We will reach out soon, you can email me direct at ************************************ -******************

• Review fromRH G

  Date: 08/22/2024

  1 star
  1 star would be way too many for this company. They talked my elderly, disabled veteran father-in-law into switching from an analog line to a 4g ******* box because they would no longer be using the analog lines in his area. Sounds great but as explained to the customer service **** living in a remote mountain town means not getting a cell signal where he lives. They assured us that it would work and solve all of his phone issues (for years his phone service would go down and be down for days). Received it, set it up and it didn't work. Put in a ticket was told we would receive an antenna that would make it work. ******* never arrived and he was without phone for over 30 days because they just turned off his previous line even though the new box wasn't working but you better believe they still sent the full month's bill. Then when we tried to just get info to cancel service and port his number, we got no response and it took reporting them to the Secretary of State and FCC to get any action. Then they told him he could go back to previous basic analog phone service for $100/mo!!! Now that we switched services (not able to port the number he has had for 30 years) we are stuck getting two months' worth of bills canceled and the stupid 4g box returned as they were supposed to provide a return label. All that to say I would NEVER recommend this company. The customer service process is a joke and often when you finally get a customer service agent, they tell you that you would have to call the same number back to talk to customer service. *********. Taking advantage of people like my FiL who wouldn't have known how to navigate the emails and state/federal complaints/safeguards to get this resolved. Shame on them!
  

  Clear Rate Communications, Inc.

  Date: 08/23/2024

  Lets set the record straight. Our goal is to provide reliable service to all our customers, including those in remote areas. However, we rely on the information provided to us, and if cell service is weak in a particular area, it's crucial for customers to communicate that ************************ from the start. The 4G ******* box is a solution for those with reliable cellular service, but its not a magic fix for locations where cell signals are nonexistent.Were transparent in our processes, and when issues arise, we provide options to resolve them. We provided the option to switch back to analog service, which comes with its own costs due to the infrastructure involved, especially in remote areas. The delay in receiving the antenna and the service disruption is regrettable, as we we experiencing a temporary delay on a order of antennas, but the claim that we "talked" anyone into something that wouldnt work is misleading. The customer chose to proceed after being informed of the details.As for billing, any service that is active incurs charges, and we promptly address any errors when reported. The process to return equipment and cancel service is standard, and we follow through once we receive the necessary information.We take complaints seriously, and if action was delayed, we regret the inconvenience. However, implying that we take advantage of customers is simply untrue. We are committed to resolving issues and ensuring our customers are satisfied. If there are any outstanding concerns, we encourage reaching out directly so we can resolve them swiftly.-******************

• Review fromFaith H

  Date: 08/20/2024

  1 star
  I have filed a review on Clear Rate before but never with the BBB. My company signed up to use their services, believing they were going to help save us money, instead they cost us thousands and their services were lousy. Their customer service was poor at best. They emailed information to the wrong email but never called to fix it. They put in new voice mails but never told us. They changed our internet access for our credit card payments and never gave us the information or password, leaving us without credit card access so our customers couldn't pay us - those people went somewhere else. Because of their poor customer service, we had customers showing up at our door demanding their money back because the thought we had closed our doors with thousands of their dollars in our pocket. After 2 months, when I finally got away from Clear Rate, they sent me a final bill for 2x their agreed upon rate and when I ask them to explain, they sent me a spreadsheet showing charges for $1.105 per minute of usage totaling $617 for 19 days. Definitely no savings here. I have made numerous attempts to work with them regarding the invoice, after months of very poor service, lack of service and over-charges, but they will not respond and they have sent the account to collections. We have been in the customer service business for 117 years and built a business on customer care and a high level of integrity and Clear Rate jeopardized that integrity.
  

  Clear Rate Communications, Inc.

  Date: 08/22/2024

  While we understand your frustration, it's important to acknowledge that managing your account is also your responsibility. We communicated with you multiple times via email and provided detailed explanations of our services. During the four months you were with Clear Rate, there was consistent, active usage. We even waived all early termination fees as a goodwill gesture. The remaining balance accurately reflects the services you used during that time.Shifting the blame to Clear Rate for your internal challenges and lack of due diligence doesn't reflect the integrity you aim to uphold in your business. Promptly addressing issues and maintaining clear communication could have resolved your concerns. We explained the voicemail system, submitted a repair ticket which ended up being a group outage, and even applied a credit for the service disruption. We provided all the information you requested. We cannot be held responsible for business operations that weren't properly managed on your end. The collections process is a standard procedure for unpaid balances. If you're still interested in resolving this, please contact our support team with the necessary information.-******************