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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 34 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For the last several weeks the ******* guide does NOT match the movies that hbo is showing on TV. My kids wanted to watch ***** and the Chipmunks and ***** when the guide showed that they were airing but they were NOT on. Complaints to hbo through their website and on social media have been IGNORED. It's not that hard to show the movies their own schedule says are supposed to be on. They need to fix this IMMEDIATELY and air the right movies at the right times.

    Business Response

    Date: 06/06/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with **************, in an effort to support her recent BBB communication ********.

    Max Customer Support reached out to ************* on 6/5/2024, and provided additional information via email.

    Thank you,


    Max Customer Support Team

  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Answered
    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 signed up for and pay for HBO/MAX through Hulu. I have been paying through HULU for more than 2 years. It has recently come to my attention that even though I used THE SAME EMAIL ADDRESS AND PASSWORD as my Hulu account to login and watch Max, Ive been charged SEPARATELY for MAX for at least 3 years. I called Max today and was told that they dont see an account with said email address. I can prove that Max has been charging me through my iCloud account as I can show the monthly billing statements. Im already paying through Hulu, Max shouldnt be allowed to double dip and then claim theres no account there is.

    Business Response

    Date: 05/31/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ****************, in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to **************** on 5/31/24 and provided additional information regarding her communication.

    Thank you,


    Max Customer Support Team

    Customer Answer

    Date: 06/03/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    No one from Max ever reached out to me. I have a voice mail box that has ZERO messages from ANYONE at Max. Ive attached a picture of my call log from 5/31, and if one of those numbers was MAX, a message was not left, therefore either the call didnt happen, or whoever called isnt professional enough to leave a message. At this point, ** contemplating contacting a lawyer for this matter as Im not the only customer that has had this problem, and no one at Max seems to actually want to resolve the issue.

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 06/13/2024

    Dear BBB Team,

    Please find below an update of our additional follow-up efforts with ****************, in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to **************** via email initially on 5/31/24, and again via email on 6/13/24. Additional information was provided regarding her communication.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 07/12/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I have yet to receive a response from Max ACCEPTING RESPONSIBILITY FOR THEIR ERROR AND MAKING AN EFFORT TO CORRECT IT. I have already contacted a lawyer as I have given MAX ample time to correct their error.

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:05/06/2024

    Type:Billing Issues
    Status:
    Resolved
    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 had HBO Max on my **** account forever and all of a sudden today it stopped. Nothing changed I'm not sure what's going on can you please find out what's going on immediately and restore this.

    Business Response

    Date: 05/08/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ********************, in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to ******************** on 5/8/2024, and provided additional information regarding his inquiry.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 05/09/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     

    I still don't have my subscription I spoke with AT&T they said I do so there's obviously something wrong that hasn't been corrected.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 05/27/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ********************, in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to ******************** on 5/27/24, and provided a resolution via email.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 05/30/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 HBO Max and it frequently causes issues. Other streaming apps run on my internet without a problem. I have had to uninstall and re-download Max several times since I first became a member. I have also had to do multiple factory resets to my tv just because Max wasnt working correctly. I cant watch a show straight through without an issue.I wont be continuing my membership because of these disruptions.

    Business Response

    Date: 05/01/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ****************, in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to **************** on 5/1/24, and we look forward to assisting further upon receipt of additional information at this time.

    Thank you,
    Max Customer Support Team

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 signed up for the "Max" streaming service over 3 years ago. I recently had to cancel due to financial hardship. So, on March 6th, I was able to afford to "re-activate" my subscription. Since my new phone is a ******* Brand, the account was being billed through *******. I received an email on 04/05, saying I needed to update the payment method since my bank account was compromised and they had the wrong card. On 04/08, I attempted several different ways to update with no success, so I just canceled the ******* Account. **********************/MAX informed me it would ***** hours for the cancellation to show in their system. I am going in the hospital on 04/09 and want the service active for my roommate while I am there and when I am recovering. I have spent 3 hours on the phone and online chats with both companies, that could have been spent working my remote job as a construction estimator for FNMA. I receive a modest salary, but the biggest part of my income is bonus based on the number of estimates I complete. I can do an estimate in ***** minutes tops. Each estimate pays $100 - so (being generous) I am out $300.

    Business Response

    Date: 04/19/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ******************, in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to ****************** on April 19, 2024, and provided additional information via email.

    Thank you,


    Max Customer Support Team

    Customer Answer

    Date: 04/19/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/02/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    HBO Max has no way to end their subscription their support website and the employees helping me to cancel my subscription couldn't get it done, both the employees and the support website says you can cancel the subscription under "account"-"manage subscription"- "cancel subscription" but there is no "cancel subscription option" under "account"-"manage subscription"

    Customer Answer

    Date: 04/02/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:03/25/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 am filing a complaint about a chat session I had with employee ************* I called about a technical issue with your app and they kept just spamming me with auto response messages. When I asked them to stop they proceeded to continue spamming me just to annoy **** do not need a phone call regarding this issue. This is only an employee complaint regarding your live chat support agents.

    Business Response

    Date: 04/05/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ***** ***** in an effort to support his/her recent BBB communication #********.

    Max Customer Support reached out on April 5, 2024, and provided additional information via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/26/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Since i joined MAX in Sept 2023, for $9.99 a month, half the time i am watching anything on it, its blurry. On 2/21/24- i started really getting sick of it and tried to see if anything i can do will fix it. So i started my research. I re started my WIFI, updated everything i possibly could, tried using my moms WIFI network from next door, uninstalled and re installed everything, un plugged and plugged everything, cleared cache, called my WIFI provider, looked online for tips. Nothing is working- seriously HALF of EVERYTHING i watch on HBO MAX, is blurry at random times, on ALL the TV's in the house. Seems a lot of people around the country have the same issue. I asked for HALF a refund from the customer service team, since it is only fair. They denied me. I am requesting $25 credit to my account or a check. Also, whats to make sure this does not keep happening? Thank you- *******

    Business Response

    Date: 03/08/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ******************************, in an effort to support her recent BBB communication #********.

    Max Customer Support has reached out to the customer on 3/8/24, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 03/09/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    No matter how many troubleshooting tips they give me, none work- seems like i am not the only one having BLURRY programing. None of my other streaming services are BLURRY. I'm requesting a refund for $25, since i am only able to see clearly half the time. $25 is half the money i have spent so far with HBO MAX. -MW 



     

    Business Response

    Date: 03/19/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ******************************, in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to *** ************* again on March 10 2024, and provided additional information. We look forward to being able to assist upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support team

  • Initial Complaint

    Date:02/13/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Twice after navigating a refund for an HBO Max subscription I'd paid for previously and was auto-billed a few days prior, I was suspiciously cut-off from customer service. I've just found that Warner-related products typically try to make the cancellation + refund process as painful as possible, and I'm not a huge fan of working with them.

    Business Response

    Date: 02/21/2024

    Dear BBB Team,


    Please find below an update of our follow-up efforts with ********************, in an effort to support his recent BBB communication # ********.


    Max Customer Support reached out to ******************** on 2/21/2024, and provided an additional update via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/12/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Subscribed to one year, half off; no notification after one year. Cancelled on 2/10/24; stuck in contract until 1/29/25. How is this legal. I'll pay until 3/31/24.

    Business Response

    Date: 02/13/2024

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *********************, in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to ********************** on 2/13/2024, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

HBO is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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