Reviews

Review Details

• Review fromDebra C

  Date: 08/22/2023

  1 star

  Debra C

  Date: 08/22/2023

  When I switched from century link to clear rate two years ago, they were awesome. Fabulous customer service...you call and immediately talked to a person. Now, my phone service is not working, I call and wait on hold forever. I've been sent a bill that is past due for phone service I didn't have. I'm told I will be contacted within 24 hours, never happens. Their recording says there are no calls in front of you but you are still kept on hold. I didn't think it was possible for any company to be worse than Centurylink.
  

  Clear Rate Communications, Inc.

  Date: 08/25/2023

  We genuinely apologize for the inconvenience you've faced. We're aware of the challenges and delays in our customer support due to high call volumes and limited staff availability, which have unfortunately led to longer wait times. We understand the frustration this has caused.In regard to the billing discrepancy and the unmet promise of callbacks within 24 hours, we're committed to addressing these issues promptly and ensuring that our services align with our customers' expectations, generally the turn around for service repairs are always 1-3 business days, we do apologize for the misunderstanding. In regards to billing, we issue time without service credits to customers who reported services back up and running after the outage being recorded. For anyone who experiences service disruptions or have any inquiries, that can't always get through the phone can certainly, email us at ************************************** or chat on our chat feature on the website in the Contact Us tab. We are sorry we didn't meet your expectations and would love the opportunity to make things right, let me know what that looks like for you at ************************************* Thank you.-******************

• Review fromRaymond/Tammy T

  Date: 08/15/2023

  1 star

  Raymond/Tammy T

  Date: 08/15/2023

  My clear rate internet service were disrupted most likely from a storm on the last Friday in July. I called clear rate Sunday 7/31 I think. Was given a ticket number and told someone would call Monday. Called back on Tuesday after a 126 minute wait on phone, was given another ticket number told it would be 3 days before someone could be out to fix internet. I did tell them I would be out of town Thursday until Tuesday. But came back home Monday. I have sent emails been given multiple excuses and still have no internet. When I called yesterday 8)14 the man said someone should have been out on the 8th to fix it. No one ever called, or showed up. They must think poorly of their consumers to treat them this way. I told them I wanted it disconnected, said would have to speak to spouse since was in his name, was not the case when ordered it. Spoke with spouse. Was told someone would call today 8/15 in regards to having it disconnected. No on called
  

  Clear Rate Communications, Inc.

  Date: 08/21/2023

  We're deeply sorry for the inconvenience you've experienced due to the disruption of your internet service. We fully understand the frustration caused by the delays and the communication gaps. In relation to your recent internet issue, we were actively engaged in finding a resolution in collaboration with Frontier, our local exchange carrier partner. According to the test results, the internet was technically operational. However, a specific error related to a 458-benchmark database issue was identified. Despite our repeated efforts, including a reboot of the Benchmark Database Feature, the issue persisted. The Benchmark Database originates within the *************** needing further testing from both the ************** and,what ended up needing to be done at your location.We also want to inform you that your account has been closed. We deeply regret that we were unable to resolve the issues you were facing with your internet service. If you have any further questions or concerns, please don't hesitate to reach out, my email is ************************************ -******************

• Review fromPaul H

  Date: 08/14/2023

  1 star

  Paul H

  Date: 08/14/2023

  Worst customer service we have ever experienced...have spent a minimum of 4 hours on hold, rude customer service reps and spent two days at our cabin waiting for service tech to show up without them showing up- phone conversations with these folks are frustrating and fruitless...do NOT use Clear Rate if you have any other choice! I would actually give a fraction of a star if possible... **********
  

  Clear Rate Communications, Inc.

  Date: 08/16/2023

  We deeply apologize for the negative experience you've encountered with our customer service. Your feedback is important to us, and we're truly sorry for any frustration and inconvenience you've faced.We understand your concerns regarding the wait times and the unresponsive service tech visit to your cabin. We have already processed a refund for the inconvenience you've experienced. We're also aware of the issues arising with restoring services from vacation mode. There was a recent software update that has caused delays in these restores, and we regret any disruption this may have caused.Regarding the service tech visit, we appreciate your patience. The technician found no issues with the line; the problem stemmed from the restore process following vacation mode. Please know that for such tasks, technicians work externally on the property and you wouldn't have been required to be present.Once again, we apologize for the series of unfortunate events. If there's anything else we can assist you with, or if you have further questions, please feel free to reach out to me directly at ************************************ -******************

• Review fromKaren R

  Date: 08/02/2023

  1 star

  Karen R

  Date: 08/02/2023

  My 91 year old father who resides in an assisted living facility was contacted by Clearrate wanting him to change. His phone was actually in my name but I was not contacted to approve this change. This occurred three weeks ago & still no phone. This lack of communication is only doing more damage to his mind. I have called multiple times only to speak with a person who is hateful & unwilling to help. I've asked for a manager or supervisor only to be told no one is available. I am so disappointed that there are companies that would promise an old man with dementia service without actually getting in touch with the person whose name is on the account.
  

  Clear Rate Communications, Inc.

  Date: 08/07/2023

  Thank you for sharing your concerns about the recent interaction with Clear Rate Communications. We understand how important it is to maintain clear communication with all our customers, especially when it comes to sensitive situations involving elderly family members. First and foremost, we want to emphasize that we have no knowledge of the mental capacities or ages of the individuals we reach out to. Our services are available to customers of all ages, and we treat every customer with equal respect and professionalism. However, we acknowledge that our general customer base primarily consists of the older generation who use POTS lines, and we take this into consideration when engaging with our clients. To avoid similar situations in the future, we recommend putting a freeze on your father's account. This additional security measure will ensure that no changes can be made to the account without proper verification and authorization.When we reach out to our customers, we always confirm if they are the authorized individuals to make any changes to the account. We follow a FCC-regulated verification process and conduct a quality assurance check to ensure complete clarity and understanding of the agreements made. We deeply regret any inconvenience caused and want to make the transition back as smooth as possible. Please don't hesitate to contact me directly at ************************************* and I'll personally assist you in resolving this matter.Thank you for bringing this to our attention, and we are committed to continuously improving our services to better serve our valued customers, please contact so I can assist you.-******************

• Review fromKIMBERLY L

  Date: 08/01/2023

  1 star

  KIMBERLY L

  Date: 08/01/2023

  Received a call from someone claiming that they were from ******* and that ******* has changed carriers to CLEAR RATE, and that she wanted to make sure we were aware that our bill would be going down, all I have to do is give a statement that I will not be leaving ******* or my bill would go up. When I told her that I would need to actually call ******* she said "AND YOU SHOULD NOT DO THAT BECAUSE THE NUMBER ON YOUR BILL IS NOT THE CORRECT NUMBER, YOU SHOULD CALL CORPORATE". This is a bait and switch and they should be closed down. There are enough scams out there. STOP CALLING MY BUSINESS.
  

  Clear Rate Communications, Inc.

  Date: 08/03/2023

  We apologize for any misunderstanding or inconvenience caused by the call you received. Our sales team works to offer competitive rates and services to potential customers, but we never intend to mislead or pressure anyone into making a decision. We want to assure you that Clear Rate is a legitimate telecommunications provider with a long-standing track record. We do not engage in deceptive practices, and we comply with all regulations governing customer interactions.If you prefer not to receive any further calls from us, we will make sure to add your number to our Do Not Call list immediately, send it over to my email at ************************************* Once again, we apologize for any frustration this may have caused, and we appreciate your feedback.Thank you.-******************

• Review fromBeth T

  Date: 07/27/2023

  1 star

  Beth T

  Date: 07/27/2023

  I was contacted by someone who stated they were with Frontier and wanted to offer us a way to save a little money on our business plan phone line. I was assured they were part of Frontier and that there would be no loss in service. I didnt realize that the bills would be coming from Clear Rate Communications until the bill was past due and the service was suspended. I immediately contacted Clear Rate to pay the bill in full. I was advised that the service would be restored by the next business day, that was July 20th. As of today, July 26th, we still do not have our service restored. Ive contacted the customer service department several times and they advised me that tickets were put in to have the service restored. Then it was an error and the service had to be reconnected manually and that it would be back on by Monday. Monday came and went and we still had no service. I emailed the customer support department and was advised that they submitted a request to Frontier to have the service restored and now they wont answer my emails, the customer service rep wont let me speak with a supervisor, and the only response is that we have submitted a request to have the service reconnected. I own a restaurant and have gone 6 weeks without phone service and nobody that seems to want to help me get this resolved.
  

  Clear Rate Communications, Inc.

  Date: 07/28/2023

  I want to sincerely apologize for the inconvenience and frustration you have experienced with the restoration of your phone service. I understand the importance of reliable communication, especially for a restaurant business like yours.We have been working diligently to get your service restored, but unfortunately, we are dependent on Frontier, the local exchange carrier, to complete the reconnection process. As a third-party service, we have limited control over their response time, and I apologize for any delays caused by this.Please know that we are actively monitoring the situation and providing updates whenever we receive new information from Frontier. I assure you that we are doing everything possible to expedite the process and get your phone service back up and running as soon as possible.I truly appreciate your understanding and patience during this challenging time. Thank you for bringing this matter to our attention, and we will continue to keep you informed throughout the restoration process.-******************

• Review fromDurham E

  Date: 07/21/2023

  1 star

  Durham E

  Date: 07/21/2023

  SCAM COMPANY!!! Took a call that cost me more time and money than I'd like to admit. The individual sales lady informed me of "no changes to my billing other than lower rates", "no cancelation fees" and "no interruption of services." All of which were lies. They then put you to a recorded auto system to what I believed I was agreeing to everything discussed but this is where they s**** you over. Billing came from Clear Rate not Frontier, Internet continuously went out and took days before restored which is horrible when trying to run a small business. When I canceled, they charged me for early termination. They refused to work with me on making this right even despite acknowledging the misleading information they gave me. DO NOT EVER EVER TRUST OR GO WITH CLEAR RATE.
  

  Clear Rate Communications, Inc.

  Date: 07/24/2023

  I understand that you may have had concerns about the information provided by our sales representative during the account setup process. Let me clarify the relationship between Clear Rate and Frontier to address any misunderstandings. Clear Rate offers services through wholesale contracts with Frontier, which can be seen as a partnership. This arrangement is in line with the Telecommunications Act of ****, allowing smaller telecommunications companies like Clear Rate to provide competitive services and lower rates for consumers. Regarding your account transfer, our standard protocol includes a recorded third-party FCC-regulated verification call and a follow-up quality assurance call. During these calls, we clearly explain that we are separate companies and also discuss the possibility of early termination fees if you decide to cancel before the one-year contract term. If there are still outstanding issues with your account, please do not hesitate to reach out to me directly at ************************************* I will personally ensure that your concerns are addressed and resolved promptly.-******************

• Review fromAmy D

  Date: 07/18/2023

  1 star

  Amy D

  Date: 07/18/2023

  Just got a call from someone claiming they were with CenturyLink and since so many small businesses were leaving CenturyLink, they were giving me a deal to stay with them. I just needed to give permission to permit a carrier change to activate the $50 monthly charge. They were super slick about it, implying that they were working with/for CenturyLink and when I directly asked if they were CenturyLink, they gave an answer that sounded like "yes" but actually meant "no". Shysters! I nearly got taken in but at the *********** I bailed because it sounded too good to be true, and I realized that the very careful wording was a tell for them lying about who they were.
  

  Clear Rate Communications, Inc.

  Date: 07/20/2023

  I understand your concerns and want to provide you with a clear understanding of Clear Rate's relationship with CenturyLink. We take great pride in our 20-year history, serving nearly ****** business and residential customers nationwide. Our headquarters are located in ****, **, and our dedicated team of over 70 employees is committed to delivering exceptional service.Regarding our services, Clear Rate operates under a wholesale contract with CenturyLink, which enables us to offer competitive rates and significant savings to our customers. As part of the Telecommunications Act of ****, local exchange carriers are required to allow smaller telecommunications companies like Clear Rate to compete and resell local exchange services, resulting in lower rates for consumers. CenturyLink owns the infrastructure in your area so, your bill and savings would come directly from Clear Rate, and when you need assistance, you can reach our 24/7 call center where our team is readily available to provide support, where we become the ones who reach out to get things done for you, instead of you waiting on CenturyLink. We take pride in promptly answering your calls and reaching satisfaction for our customers. If you have any further questions or concerns, please don't hesitate to reach out at ************************************ -******************

• Review fromMattilean J

  Date: 07/06/2023

  1 star

  Mattilean J

  Date: 07/06/2023

  My name is ************************ and I am 76 years old. I have been out of phone service since June 6. and today makes a month without phone service. We have spoken to numerous customer service representatives who have promised over and over that they were putting in orders to correct the problem to avail. The phone was initially suspended, because of non-payment. That was remedied as soon as I realized. Since that time, ******* has been out! They concluded that it's a Clearate problem. Every rep has said it's a******* problem and their hand are tied until Service Delivery rectify it.My dilemma over these pass weeks is that my daughter went into cardiac arrest and has been on life support in which your Company has known since June 6.Please, can you correct this as I need my phone to plan funeral arrangements. I must say ******** has been wonderful in trying to help but say it's a Service Delivery issue.
  

  Clear Rate Communications, Inc.

  Date: 07/07/2023

  Dear *********,We would like to extend our sincerest apologies for the events that have led to the interruption of your service. We understand the inconvenience and frustration this has caused you, and we want to provide you with some clarification on the situation. Typically, when a customer falls behind on payments for three consecutive months, our standard procedure involves disconnecting the long-distance service, suspending the overall service, and eventually initiating closure. In your case, when you made a payment, the account was already two months behind, which resulted in the disconnection of the long-distance service. However, we acknowledge that there can be errors in the system that require manual intervention, even after a payment has been made and service should be automatically restored. We believed that the error issue had been resolved, and a repair technician was dispatched to address any remaining concerns. We have been actively communicating with our service delivery and ******* business escalation teams, who have identified this as a repair issue after all. Rest assured, a technician has been scheduled to restore your service as soon as possible. We are deeply sorry to hear about your daughter's cardiac arrest and her current condition requiring life support. We understand the urgency and importance of having a working service during such challenging times, and we want to assure you that our team is committed to resolving this issue.If you have any further questions, concerns, or if there is anything else we can assist you with, please do not hesitate to contact me directly at ************************************* I am here to help. Once again, please accept our heartfelt apologies for the inconvenience and distress caused by this situation. We appreciate your understanding and patience.- ******************

• Review frombarbara p

  Date: 07/06/2023

  1 star

  barbara p

  Date: 07/06/2023

  My neighbor's phone has been out since June 7th. Her daughter had a medical incident and was put on life support on June 6th. She is now been moved to hospice. Multiple attempts by her family to get the phone line turned back on have been unsuccessful. The family has been in touch with personnel on corporate level and still without a phone.I myself have been told twice a repair ticket was being issued (June 14th and today) but nothing has happened.Total disregard for a family in major medical situation.Reprehensible and disgusting follow-up and service.She cannot even get a new server because this company won't turn the account loose.
  

  Clear Rate Communications, Inc.

  Date: 07/07/2023

  Thank you for bringing this urgent matter to our attention. We deeply apologize for the inconvenience and frustration you and your neighbor have experienced. We understand the critical nature of the situation and empathize with the difficulties your neighbor's family is facing.In such cases, where there are larger issues like a cable cut or a major outage, we rely on external factors for the restoration of service. Unfortunately, we do not have control over the estimated time of restoral in these situations. We want to assure you that we are doing everything within our power to resolve the issue as quickly as possible.Regarding follow-up and communication, please note that we are an inbound call center, and our primary mode of communication is through phone calls. However, if an email or cellphone number was provided during the repair ticket process, we make an effort to provide updates through those channels.Please understand that we do not hold the account hostage, and your neighbor is free to transfer the phone number to another service provider as long as it is still active with us currently. We sincerely apologize for any misunderstanding or miscommunication in this regard.To address this situation promptly and find a resolution, I kindly request that you email me directly at ************************************ I will personally oversee the matter and ensure that all necessary actions are taken to assist your neighbor's family during this challenging time.-******************