Complaints

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

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  WATCH Communications

  3225 W Elm St Lima, OH 45805-2520

  
• 

  Watch Communication of Indiana

  807 S IN-3 Rushville, IN 46173

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:09/24/2024

  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.

  In the 2+ years I had Watch Internet - I called at least 125 times to get customer service and/or technical support. - it took month to get them to fix my original receiver, it took 2+ years to bury the wire. - I spent 45-90 minutes on hold to get tech support - regardless of the day or time - my check was tracked to their company's payment center, but they wouldn't ask the company to look for it. - They were not often responsive or knowledgeable.

  

  Business Response

  Date: 10/03/2024

  [BBB Transcription via Attachment]

  Dear **** ****,
  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  You have contacted us on several occasions. In fact, our phone records show between July 2, 2024, and
  September 24, 2024, you have called us 73 times, sometimes as many as eleven calls in one day, in
  addition to the various email inquiries that you have sent.
  On July 2 you called our customer service team stating that you had mailed in a check. We advised that
  we need you to send in the front and back of the cashed check so that we could investigate this further
  on your behalf. You had state that the check hadn’t yet cleared the bank and instead said you wanted to
  cancel service. Our representative got you in touch with a member of our retention team. During that
  conversation you decided against cancelling service and was instead offered a credit for the
  inconvenience of your line burial not being completed. Our retention agent also escalated your line
  burial, which we completed on July 9.
  On July 25 you spoke with a department lead, in depth regarding your missing check payment. You had
  provided screenshots of the payment, however the payment still had not cleared your bank which
  indicated that Watch Communications had not received this payment. Between July 2 and July 25 we
  have logged 8 calls with our customer service team advising you that until this check clears your bank
  we can’t further an investigate. August 15 your call was escalated to a supervisor due to the call volume
  and the number of repeat calls. It is noted that you discussed the late check and were advised that we
  still had not received the check. You were advised to contact your financial institution for assistance as it
  appears we never cashed it. It is noted that you thought the check was delivered and sitting on a desk
  per your bank. The supervisor requested documentation from your bank so a full investigation could
  begin. They issued a credit to your account for the late fee that had accrued so that you were not
  penalized while gathering the documentation.
  On August 20 you again spoke with this supervisor as an escalation. You stated that you were told your
  disconnection would begin as of August 27 not September 1. August 27 was the date we schedule to
  retrieve your equipment. You spoke again about the missing check payment which still had not arrived.
  WATCH Communications. *** ********* *** ***** *** **** *******, ** ************
  No documentation had been provided so nothing further was able to be done as we had not received
  the check. That day you did make a payment in the amount of $88.14, our system still does not show
  the missing check payment.
  On August 7 you spoke with our retention team and requested that your service be disconnected.
  During that call you were advised that per our terms of service your billing and service would end on
  September 1, 2024. August 13 you emailed the customer service team and asked about the bill that was
  sent for the month of September. We responded advising of our disconnection policy and stating that
  you could disregard the bill for September as you would not owe it. You would email again regarding the
  September bill on August 20, August 21, August 24. And October 1. All inquiries were responded to
  advising you could disregard the bill for the month of September. The final email on October 1 also
  advised that your account had a zero-dollar balance.
  We have issued credits to your account in the amounts of $29.00 on July 23 for the late line burial, $5.00
  on August 15 as a courtesy late fee removal, and September 25 as a secondary courtesy late fee
  removal. We generally only provide one courtesy late fee removal per year however we made an
  exception due to issues you were experiencing with your missing check.
  In closing, your account has been disconnected. There is a zero-dollar balance on the account. A new
  statement will generate on October 18. This statement is scheduled to be emailed to you as
  confirmation of both the disconnection of service and the zero-dollar balance.
  We value your patronage and appreciate your understanding as we resolve this matter. 

• Initial Complaint

  Date:08/16/2024

  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.

  In early July 2024 I knew my home was being sold. I reached out to Watch Communications to close the account by months end and ensure any needed steps to return the equipment were fulfilled. I was told by their rep the account could not be closed until August. More phone calls from me to the co. from July to the end of Aug to ensure the account was closed correctly and the equipment date finally set for pick up. After speaking with ten different people August 14 was the date of final pick up of the router. I was told to bag or box the equipment up and leave it on the front porch of my new address. I confirmed with the rep I would be picked up the 14th at the *** ***** **** ****** * ** ****** *** ***** address as the ***** ***** ***** ** ****** ** home was now sold and we no longer live there. The rep confirmed all the info was correct and we would finally be done with having the equipment waiting for pick up. Aug 14 and 15 - no pick up. The equipment is still sitting on my porch waiting on Watch Comm. Aug 16 I call and speak with **** and then ******** at Watch Com. They are insisting I must leave the equipment at the Stroh Lane property for pick up. I don't own that property. I can not and will not drop a random box off at a home I do not own. That is crazy to even ask that of me. I have not lived there for over a month and that was clearly communicated to Wach Com. ******** insisted I have to do that. I refuse to do what I deem a dangerous and illegal act. They chose the date of pick up as Aug 14, at the *** ***** **** Address. They confirmed the account is closed. None of this is true. All the follow ups have been initated by me. Their equipment is still at *** ***** ****. The account is not closed. I have had enough stress with this company. Please help get this account closed without threats of further billing. They threaten me with further billing each time I call because they don't pick up their equipment on the date they choose.

  

  Business Response

  Date: 08/29/2024

  Attached is a copy of our response.

  

  Business Response

  Date: 08/29/2024

  Dear **** ***,
  Thank you for reaching out to us regarding your account concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  You contacted our customer service team on July 17, 2024, to request the disconnection of your service.
  Per our company policy, the disconnect would go into effect August 1. The account has been
  disconnected and is no longer accruing charges.
  We had scheduled a technician to retrieve our equipment, however you called us again on August 19
  stating you had moved and requested we pick up the equipment from your new address. The
  representative you spoke with was very new and mistakenly told you that we could accommodate that
  request. We have since gone over this information and corrected the error. Our technician arrived at
  your old address on August 21 and retrieved the outdoor equipment. We emailed you a prepaid FedEx
  return label so you can mail the indoor equipment back to us. This consists of a router and modem. We
  then called you with this information and left a voicemail detailing the return instructions as well as
  providing you the location of your nearest FedEx drop off location based on your new address. As long
  as the equipment is returned, no additional charged will be incurred.
  Currently there is a refund balance of $128.57 on the account. Refunds generally take 6-8 weeks from
  the billing statement.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 08/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The information the company stated is extremely misleading and they chose to leave out numerous details including the many phone calls and emails I made to them.  They failed to state that I, the customer, had to continually follow up with them to ensure the situation was handled and handled correctly.  They failed to state that I was told not once but three times by three employees that the equipment would be picked up at my new location.  They failed to schedule a pick up from FedEx at my new location and I had to inquire and ask more questions to get the equipment returned.  I had to travel to FedEx and return the equipment.  They never requested to return outdoor equipment until the final call with ******** and the BBB complaint.  I reject the very misleading and incorrect, omissive response from the cable company and I am still waiting on my refund of payment.
  
  Sincerely,
  
  
  
  **** ***

  

  Business Response

  Date: 09/09/2024

  Attached is a copy of our rebuttal response.

  Customer Answer

  Date: 09/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is once again misleading, it places all the blame on a singular "new employee", it does not address the many phone calls and emails I made to the co., Watch Communications is trying to place blame on me and the "new employee".  Watch Com, is once again failing to show the true issue was not with one employee but with several over the course of two months of me trying my best to resolve this issue.  Gaslighting employees and shifting blame is a completely unacceptable business practice.  Not stating all the correct information (as phone records and emails can clearly show) is misleading and deceptive.  I am still waiting for my refund as of September 10th, 2024.
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:08/08/2024

  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 internet service thru this company. I have been without service since July30th and have called everyday 3 times a day and have been given different stories from the company each time I call. I just want my service back up...... I do not feel like they care and I cannot get them to resolve the problem.

  

  Business Response

  Date: 08/15/2024

  Attached is a copy of our response.

• Initial Complaint

  Date:08/06/2024

  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 paid my bill of 79 each month on time in full for services I never received. They say they will fix it but never do. They say they will give you a credit but never do. In three months I have had a total of two weeks with Internet services . It's always it's the tower. We don't know why we are fixing the problem but nothing ever gets fixed and it's a constant lie. My bill is due again and I have no service . I have emailed a couple times as well. No response or fix for this bad service.

  

  Business Response

  Date: 08/15/2024

  Attached is a copy of our response.

  

  Business Response

  Date: 08/15/2024

  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  You called our technical support team on December 16, 2023, to report your internet was out. At that
  time a service call was set up for December 29. During that service call our field technician replaced the
  router and your service was restored. You called us again on January 3, 2024, reporting intermittent
  service issues and a service call was scheduled for January 4 to swap your outside equipment. On
  January 18 you reported intermittent service issues again, due to your CPE radio becoming stuck in a
  granted status. This caused approximately a 30-40% intermittent signal issue. Our network team made
  several adjustments and were able to resolve the issue on March 14. There were three additional calls
  made between Aril 18 and June 18 reporting no internet, however technical support states a reboot
  resolved your issue. On June 19 you called stating you were experiencing a service issue and we set up a
  service call for June 25 where our field technical replaced your router.
  You called again on June 28 reporting no internet, however our technical support team noted that your
  internet was working at the time of the call. On July 15 you called again stating you had service issues;
  however our technical support team did not see any issues with your equipment or service. They
  monitored your service for an additional 10 minutes and reported back to you that no issues were
  discovered. On August 3 you spoke with our technical support team reporting no internet, we advised at
  that time that there was an outage on your tower. You called again on August 5, and was updated that
  the outage was ongoing.
  Regarding credits to your account, several have been issued. On March 8 credit was applied in the
  amount of $59.79 for the service call from 12/6-12/29, July 29 credit was applied in the amount of
  $26.00 for the service call dates of 6/15 of 6/15 6/25, and on August 8 a 40% credit in the amount of
  $58.23 was applied for the intermittent issue from 1/18-3/14. This credit was delayed due to a system
  issue, our apologies. These credits total $144.02 that have been issued to your account. Currently there
  is an open credit request for the outage that it ongoing with your tower. Once the outage is resolved,
  additional credit will be issued to your account.
  WATCH Communications. *** ********* *** ***** *** **** ******** ** ************
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us

• Initial Complaint

  Date:07/17/2024

  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.

  WATCH COMMUNICATION AND IT'S PARENT COMPANY CEQUEL 3 ARE TAKING ADVANTAGE OF RURAL OHIO CUSTOMER'S THAT NO OTHER CHOICE OF CABLE AND INTERNET SERVICE.
  THEIR INTERNET SERVICE ESPECIALLY AND HAVE NO TECH'S FOR CUSTOMER NEEDS IF YOU NEED A SERVICE TECH YOU ARE WAITING TWO TO THREE WEEKS.
  ALL YOU NEED DO IS LOOK AT THE CUSTOMER REVIEWS TO UNDERSTAND THE ISSUES THAT RURAL OHIO CUSTOMER'S ARE DEALING WITH. WE THE RURAL CUSTOMER'S NEED ASSISTANCE.
  IF YOU CAN'T ASSIST IN THIS MATTER PLEASE ADVISE US IN A DIRECTION FOR HELP NEEDED

  

  Business Response

  Date: 07/26/2024

  Attached is our response.

  

  Business Response

  Date: 07/29/2024

  [BBB Transcription via Attachment]

  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  You contacted our technical support team on June 10, reporting service issues. After troubleshooting,
  we scheduled a service call for June 24. The field technician was able to restore your service at that time
  by raising your equipment, service was being negatively impacted due to a neighboring corn field. On
  July 12, you contacted our technical support team again to report intermittent service. A service call was
  scheduled at that time for July 24. On that date, the service call was voided as service was restored once
  a network issue was resolved internally.
  Regarding your credit, we have issued two for both times your services were affected. A credit of $59.73
  for the dates of June 10 through June 24 and $ 59.73 for July 12 through July 24 has been applied. These
  credits will appear on the following billing statement, or you can view them through your customer
  portal online.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:06/12/2024

  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 would say it was early in 2022 say March or April I was getting weekly calls about upgrading my service to a tower that I knew I couldn't reach (my parents run off that tower) but their maps showed that the tree lines that ran between my house and said utility tower didn't exist. So after multiple calls I said fine you can have a technician come out and he can see for himself. Technician came out a few weeks later ran a speed test I was receiving 5mbps. He says "I can't reach you to that one tower but I can upgrade you on the tower you are already on."
  I say "Oh great that would be awesome."
  Technician calls his tech guy back on station or wherever and they tell him I am already paying for the 15 MBPS package! My tower only offered up to 10 Mbps. July 2022 I received a credit to my account of just over $1200.
  I continued their 10 mbps service up until the beginning of this year 2024. All my equipment has been returned and picked up by a technician February 8th. I clarified that I would receive my remaining credit of $513.54 before termination and everyone I talked to said billing would handle the check and it could take 6 to 8 weeks. Here we are almost 6 months later and the most I have gotten from them is a letter saying come back we miss you. I have found a satellite internet provider offering 5xs the speeds for the same money and just want them to give me whats left from what they stole from me in the first place.

  

  Business Response

  Date: 06/25/2024

  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We would like to apologize for the delay and inconvenience you may have experienced while waiting for
  your refund to be processed. Typically, the refund process takes 6-8 weeks from the final billing date.
  The final billing for your account was issued on February 18, 2024, and reflected a refund amount of
  $513.54. However, due to an error in our system your refund was delayed. The refund check has since
  been processed and mailed out to you as of June 20, 2024.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.
  

  
  

  Customer Answer

  Date: 07/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have received your letter dated June 25th (post marked June 26th) stating my refund was mailed out to me June 20th. I have yet to receive any form of an actual refund.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 07/16/2024

  Attached is our rebuttal. Our original response was already submitted. This one we tried multiple times to submit however this site stated that there was no action needed on our part, so we answered the customer instead. That is what we attached.

  Customer Answer

  Date: 07/23/2024

  
  
  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. I have recieved full refund. Thank you.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:06/10/2024

  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.

  internet has been down for over a week, I spent 45 minutes on the phone with tech support to figure out that I have a bad router, it is their equipment. I switched to this internet because I am going to be working from home and need faster internet, I have 4 kids home during the day for the summer and I was supposed to start working from home today, which has been in the works for 6 months and I made them aware of it when I first signed up for their service. I am confident that I can set up a new router and get my service restored. They say that they are scheduling out 2 weeks for repairs, but have not even given me a date or any information on the work order. After speaking to them. I emailed asking for a router to be overnighted to me and was told it would be 2 weeks til someone could get out to fix it. I then emailed and gave all the details of the issue and asked for a supervisor to contact me. The communication with this company is atrocious. I expect a bit more from a company that I am paying $90 a month to

  

  Business Response

  Date: 06/21/2024

  Attached is a copy of our response.

  Customer Answer

  Date: 06/28/2024

   
  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.
  The only thing that I disagree with is the statement that a $5 late fee was removed as a one time courtesy as my bill is auto pay so it was paid automatically and there was never a late fee on my account 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  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.

  Don't owe Watch Communication $261.97

  

  Business Response

  Date: 06/20/2024

  Attached is a copy of our response.

  Customer Answer

  Date: 06/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Subsequently, this I why I contacted the BBB about this problem and as usual they respond the same way with no response only excuses! We don’t care about customer service, give us your money for no service! NOT ARE PROBLEM! I have added
  a PDF File in  my response to Watch
  Communication answer, to you with more information on about this problem! 
  

   

  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 06/27/2024

  Attached is a copy of our rebuttal.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Just like
  all the other responses from watch services they just copy and paste their
  answers to a problem! No one is in charge over there! They won’t even put their
  name on their response! Like I told you from the beginning, this company never
  answers any complaints before answering them with proof! Im not under any
  contract with watch. 
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:06/03/2024

  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.

  The amount listed below is the "Bill at a glance." In early February, I set up and installed watch communication equipment. I was told that if it didn't work in my area, I could send it right back without any cost to myself. After trying to get it to work for 2 days, I returned their equipment. and called the office. They gave me a full refund. Stated that I would not receive any bill. Since that time, every month I receive a bill from them. So, every month I call and speak to someone and they escalate it to the "supervisor," who may or may not return my call. Every month I have ended up speaking to a supervisor. Each has told me that the balance will be removed, but the next month here comes another bill. Last month the supervisor stated to disregard the bills because the balance is 0. Spoke to their agent, then to their supervisor (twice last week), and supervisor said she would investigate and return my call later that afternoon. Still no return call. Called today and billing states that the bill is for installation and is owed to them. Awaiting supervisor call. He and everyone before him know that all funds were refunded to me in February, but the bill keeps coming. Everyone except for this man today has told me the balance is "0, don't be concerned." Please contact them to correct my balance back to 0 and then no further contact with this company. Thank you.

  

  Business Response

  Date: 06/14/2024

  Attached is a copy of our response.

  Customer Answer

  Date: 06/18/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  After cancelling the service after 2 days (because it didn't work), I was given a FULL refund of ALL charges.  The next month they decided to start sending me out bills. I spoke with at least one representative every month and their SUPERVISOR every month.  Every supervisor assured me I would not receive another bill and not to worry about them sending my account to collections "that won't happen." According to their response, it seems it DID happen.  This result is further proof of how they lie.  From the first time I spoke to someone about the service until now...all lies. They want to get your information and lock you into a bill for services that don't work and exhaust you with monthly bills until it goes to the credit bureau and you feel forced to pay in order to not mess up a perfect credit rating.  Just to be clear...I will NEVER pay this bill.  It is fraudulent just like this company.  SCAM artists! 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/18/2024

  Attached is a copy of our rebuttal.

  Customer Answer

  Date: 06/20/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: not paying, I wasn't advised of any such installation fee, I received the thing in the mail and installed it myself. We are on my small retirement and disabled veteran pension so we don't have money to throw around on this **.
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:04/26/2024

  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.

  Continues to bill for services that we have not had for almost 9 months (Sept 2023). Have spoke multiple times to them on phone saying they are getting it corrected, will call back, never do. Have spoken to a ****, ********, ******, ****** said he will talk to his supervisor Tabitha no responses.
  Trying to bill for $329.39 for services we did not have as we paid the last bill and cancelled in same day. Phone records for proof. Have also been told that they can see the calls where it was paid and then cancelled. Now sending letters threatening to to turn into collections or further contact unless we make payment.

  

  Business Response

  Date: 05/10/2024

  Attached is a copy of our response.

  

  Business Response

  Date: 05/10/2024

  [BBB Transcription via Attachment]

  Thank you for reaching out to us regarding your billing concerns. We have thoroughly reviewed your
  account and wanted to share our findings with you.
  We understand that you contacted our customer service team on September 19, 2023, to request the
  disconnection of your service. At that time, your account was disconnected for non-payment. On
  September 25, you made payment for your account, which prompted our system to re-activate the
  account. We do apologize for this system error. On January 16, 2024, you called and reported the billing
  error, and we were able to start investigating the issue. On January 22, 2024, a credit was opened for
  the balance of the account and to remove any accrued fees. We would like to apologize for the delay
  and inconvenience you may have experienced. The account has been removed from the collection
  agency, without any damage to your credit. There is nothing due for the account, and the account is
  fully closed.
  We value your patronage and appreciate your understanding as we resolve this matter. Should you have
  any further questions or concerns, please do not hesitate to contact us.