Business Profile

Cable TVs

WATCH Communications

Headquarters

Complaints

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

Customer Complaints Summary

86 total complaints in the last 3 years.
18 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.

Initial Complaint
Date:01/02/2024
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.
I called and canceled our service in July 2023. Paid in full our bill. We received a new bill in September for August for the amount of ******. I called and spoke with a customer service agent and told her we had canceled our service she agreed and said she would take care of said ****. We then received another bill in October for ***** so I called back and spoke with ******* she could not pass me on to a manager to fix the bill she said they would call me back or email. To this date I have called 5 different times about this bill and have never heard from Watch Communications. All I want is for them to fix the bill the we do not owe and a correction to our credit report.
Business Response
Date: 01/12/2024
Attached is a copy of our response.
Business Response
Date: 01/12/2024
[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.
Our phone records show no logs indicating a call in July to disconnect service. However we do have a call
recorded on August 24, 2023, where you requested a disconnection of your services through our
customer service team. Per our terms of service, your service and billing were stopped as of September
1. Your final billing statement was issued on October 18 in the amount of $58.64. This is for the partial
month of August that you received service. It is only a partial month because we have disrupted your
service temporarily due to nonpayment on July 17. However you paid the past due amount of $319.87,
and service was reconnected as of August 14.
Since we didnt receive payment for your final statement in a timely manner, your account has since
been placed with a collection agency. This resulted in an additional $25.00 collection fee added to the
amount due bringing your current balance due to $83.64.
We appreciate your understanding as we resolve this matter. Should you have any further questions or
concerns, please do not hesitate to contact us.
Sincerely,
*****************************
Customer Answer
Date: 01/13/2024

Complaint: 21079036

I am rejecting this response because: There is no reason for them to turn on the service a month later, when I spoke with a representative and it was cancelled in July. I made 5 calls and was told someone would call me back and NO ONE ever called. When I spoke to the representatives on multiple occasions they told me they could see I cancelled it but now they are saying something different.

Sincerely,

***********************
Business Response
Date: 01/17/2024
Attached is a copy of our rebuttal response.
Business Response
Date: 01/17/2024
[BBB Transcription via Attachment]
Dear ***********************,
Thank you for reaching back out to us regarding your billing concerns.
As mentioned previously, on July 17, 2023, your service was disconnected for nonpayment. However we
received a check in the amount of $319.87 on August 3, 2023, and reconnected your services. You then
contacted us specifically to request a permanent disconnection of services on August 24, 2023. Per our
terms of service located online, Cancellation of service will be effective on the last day of the current
billing cycle. Watch must be notified by the customer to cancel services. Our billing cycle runs from the
first day of the month through the last day of the month. Your billing and services were stopped
effective September 1, 2023.
Should you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
*****************************
Initial Complaint
Date:12/29/2023
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.
[**** Attorney General complaint. See file.]Consumer would like to file a complaint with cable company. Watch is name of company. Consumer ****** automatic chargers were coming out on credit card. In June they started having connection issues. Stated they would credit consumer for time without service and they have not made adjustments. Then they began to charge more monthly for bill. Having multiple issues with billing, receiving services. And now they have shut off cable.
Business Response
Date: 01/10/2024
Attached is a copy of our response.
Business Response
Date: 01/10/2024
[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 first reported service issues to us on July 20, 2023, by contacting our customer service team. We
worked with our technical support team, and it was determined that a service call would be needed to
resolve your issues. Due to staffing issues, we were forced to reschedule your appointments. We offer
our sincerest apologies for the delay that this caused. Our field technician arrived on Sept. 12 to
troubleshoot the issues you were experiencing. You again called on Oct. 2 to report service issues but
our records indicate that you were not calling from your house so we were unable to troubleshoot since
you would not have been able to unplug your radio, check your cables, and such with our team.
You called us again on Oct. 2 to report a service concern, however you were not home for us to trouble
shoot the issue. There are no calls on record after this date to report a new concern or to trouble shoot
this one further. On October 23 you called our sales team and requested to disconnect your service. Per
our terms of service, billing and service were stopped as of November 1.
During the time that you were waiting on your service to be restored, our team members had opened
credit requests on your behalf. In total, we have issued credits in the amount of $181.60 to your account
for service issues since your July 20 call. A $50.00 appeasement credit due to the reschedules was
applied to your account on August 28 and appeared on your October billing statement, $84.60 for the
dates of July 20- September 12 was applied on October 2 and appeared on your November billing
statement, and $47.00 for the dates of October 1-October 31 was applied on December 4 and appeared
on your January statement.
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.
Sincerely,
*****************************
Initial Complaint
Date:12/28/2023
Type:Billing 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 had been a Watch Communications customer for years. Auto paid my bill always, never late. This was the only option available in my area for internet service. They provided ok service but it did go out, sometimes for days. When I learned SURF fiber internet was coming to my area I signed up. As soon as trucks started coming I started calling Watch Communications to ensure a smooth transition. This was Aug/Sept. 2023. Every time I called I was caller number 10, caller number 14, caller number 12. That means I wait for over an hour to talk to someone. The automated system never allows you to reach anyone without going through this. No one has this kind of time to wait for help. Since I could not reach them, I stopped the payment thinking they would contact me. I got a bill. I sent a correspondence back on the bill explaining everything and that I had equipment belonging to them, please tell me what I need to do. Nothing. All I ever got was more bills. Saturday 12-1-23 3:45pm I talk to ****** (a person!). I tell her all and say I feel I owe something but not what you say. I want reasonable resolution and to part friends. ****** and I agree I will pay $56.99, exactly half. I double checked at the end of the conversation. I am to send $56.99 bringing my account to 0 balance. I am told yes. I thanked ****** and sent the payment immediately. Day before Christmas another bill comes. Day after Christmas I call and wait and talk to ******. He tells me ****** lied, our policy this that the other. I ask for supervisor. I have to call back yet another time *****. I think her name is ***. I got the same thing ****** told me. They make it clear. They do not care what has happened nor that I have been a long time paying customer. I'm tired of trying, don't want my credit affected and to top it off the supervisor made it clear she was going after poor ****** immediately. ****** was the most professional, reasonable and friendly person I dealt with.
Business Response
Date: 01/09/2024
Attached is a copy of our response.
Business Response
Date: 01/09/2024
[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 contacted us on October 12, 2023, to request a disconnection of services. Per our terms of service,
your disconnection of services and billing were set for November 1. You would be responsible for all bills
through this date. You received your final bill in the amount of $113.98. On December 1 you called our
customer service team and our agent incorrectly advised that you only owed $56.99 of this bill. This was
an error as the last payment we had received from you prior to that date was on August 8. You still
owed for the month of September and October causing the bill to have a total of $113.98.
However, since our agent provided you with the information in error, we will wipe the balance on this
account and close it. You will receive a final statement for your records on approximately January 18
reflecting this change.
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.
Sincerely,
*****************************

Customer Answer
Date: 01/13/2024

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 as long as Watch Communications does as promised.Thank you.

Sincerely,

*********************************
Initial Complaint
Date:12/21/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had been without internet services for the whole month of July and then through August the service was pretty hit and miss, usually not working. I had called numerous times and was told that they could see we didn't really have a signal, but they were putting up new towers - couldn't tell me when. In the meantime they were still charging us full price. On our September bill, due 9/7/23, we received a credit for part of a month for the outage. On September 5th, we cancelled our internet service with Watch. I was told at that time that our credit balance would not be put against the credit card we had on file, but we would receive a check in the mail 6-8 weeks after the last billing cycle. Our October bill reflects that credit. On 11/20/23, I called inquiring about the status of the refund check. I was told by the gentleman, that the person in charge of cutting checks was doing so that day and we should expect the check by the end of the week. Being that it was Thanksgiving week, we were willing to give it an extra week. We actually gave them 3 weeks until 12/15/23 before I called again asking where the check was. I was told they would call me back with the status of the check. On 12/19/23 I still had not heard from them, so I called again and got the same representative that I had spoke to on 12/15/23. I was told that she had had a medical emergency on 12/18/23 and both her supervisors had been out sick so that is why I hadn't got a response. I told her that if I didn't hear back that day I was contacting the BBB. She told me that as soon as she heard back from her supervisor she would call me back. I asked if there was anyone else I could call and she replied "No". Since I have not heard back from them as of now (12/21/23, 10:40 a.m.) I am filing a complaint. We just want our refund check, please. And I am tired of getting jerked around. Our account number is *******************. The January 2024 bill on our account still shows a credit balance.
Business Response
Date: 12/27/2023
Attached is a copy of our response.
Business Response
Date: 12/27/2023
[BBB transcription via attachment]

Thank you for reaching out to us regarding your refund concerns.

We do apologize for the delay in receiving your expected refund. A system error caused a delay in
processing your refund. We have identified this error and have since escalated your request. Your
refund will be processed by the first week in January and then the paper check will be mailed to the
physical address on the account.

We do apologize again for any inconvenience or frustrations that this delay has caused. 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: 12/27/2023

Complaint: ********

I accept this response, however I would like the case to stay open until I actually receive the check. I have been promised a check for more than a month now with all kind of different excuses for why I haven't received it. Also I have been promised a call back from a representative at Watch for the status of the check but have never received such a call. So I am not assured with the businesses response about a system error that the check will be processed or mailed out before my 10 days to respond are up. Therefore I would like to keep the case open. When I receive the check, I will close the case. I expect to receive the check by the second week of January, which may be after the 10 day window to respond.
Thank you.

Sincerely,

**** *******
Customer Answer
Date: 01/17/2024
[BBB Transcription via Duplicate complaint]
Watch had mailed me a letter stating that the company would process my refund "by the first week of January and then the paper check would be mailed to the physical address on the account." I have not received a check yet. Obviously they have the correct physical address to send it to because I received the letter stating that they would send it. Also, I don't believe the post office is that slow in delivering mail. I just want my refund in a timely manner. Thank you
Business Response
Date: 01/17/2024
My apologies, attached is a copy of our response that was mailed on December 27, 2023.
Customer Answer
Date: 01/18/2024

Complaint: 21040665

I am rejecting this response because:
I have not received a refund check from Watch Communications yet. They had mailed me a letter stating that the "refund will be processed by the first week of January and then the paper check would be mailed to the physical address on the account." *********** has my address because I received the letter stating the above. Also, I don't think the post office is that slow. My opinion is that the Company doesn't intend to send me a refund check. The amount they are sending me doesn't even cover the whole time I was out of service, but I'm willing to let it go if I just get the refund that they had promised me three months ago.

Sincerely,

***********************
Business Response
Date: 01/20/2024
Attached is a copy of our rebuttal response.
Business Response
Date: 01/22/2024
[BBB Transcription via Attachment]
Dear ***********************,
Thank you for reaching out to us regarding your refund concerns.
Your refund was processed by the end of the first week in January and your check was mailed out the
second week. The check number issued is ******* in the amount of $47.42.
We 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: 01/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have finally received the check. I would like to note that the stamp and postmark are both dated January 22, ****, so the response was not truthful in that the check (which was dated 1/16/24) was not mailed out the second week of January.
Thank you BBB for all the help in getting this issue resolved.

Sincerely,

***********************
Initial Complaint
Date:12/20/2023
Type:Billing 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.
On December 11, 2023 I called to cancel my service because fiber optic became available in my area. I was told that my payment that was made on 12/7/23 for the month of December was not reimbursable. On 12/18/23, I received an email with a bill for the month of January. When I called I spoke with ***** and she said that since I did not cancel my service between the 1st and the 7th of the month that I would have to pay for the following month. I never received a contract from them and I not even sure if I am actually cancelled. I am just hoping I am. Every person I have spoken with was not generally helpful or even nice to speak with. I asked to speak with a manager about this and she reluctantly gave me the name ******** and refused to give me her last name or her phone number. She first told me that ******** was in a meeting then all of a sudden she was out of the office for the day. When I tried to use their business directory to get Brittanys phone number I couldnt because you have to know the persons last name. I just want the assurance that I am cancelled and to be prorated for the month of December and not owe for the month of January. Please help because Im sure Im not the only person being treated this way.
Business Response
Date: 12/28/2023
Attached is a copy of our response.
Business Response
Date: 12/29/2023
[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 do apologize for any confusion that *** have occurred regarding the billing of your account. We
received your disconnect request on December 11, 2023. Per our disconnection policy, services and
billing are ended on the last day of the current month. That sets your disconnection for ******* 1/2024.
Our billing statements are issued on approximately the 18th of the month. This causes the billing to be
issued before the disconnections have finished processing. You do not owe for the month of *******;
you can disregard the bill you received. You will receive a final statement on approximately ******* 18th.

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.

Sincerely,
Customer Answer
Date: 12/29/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:11/28/2023
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 contacted Watch Communications for internet service in mid-September. I was advised there the first month was free to try their service. The technician came to install but could not get the speed that should be receiving. He called in and then told me "Well, someone will call you". A couple of days later I called to cancel the service and it was not a value to me. I work from home and required a more stable speed. The sales person that I had placed the order with said he would cancel. He then called me back asking if another technician could come out and I replied no and I wanted to cancel. On October 18th, almost a month later I receive an email/bill of $117.79. I replied with a request that I did not owe this. I received an email reply dated 10/27 and was advised to just ignore it and that my service was cancelled. On Monday, November 11th I receive an email/bill stating that I am past due. I called the office in Ft Mitchell, Ky on November 21st. The rep told me to again just ignore the bill. I informed her that I would not do that and that I needed confirmation that I owed nothing and that service was cancelled when I made my initial request. She stated I could just pay it if I wasn't willing to ignore it. I then requested a supervisor. On 11/22 I spoke with supervisor, *******. She stated that the charge is for installation, so this is new. I explained that when installed it wasn’t working as it should and she confirmed the tech called it in. She could also see I called 3 days later to cancel as the was no reply on getting it to work properly. She agreed that I shouldn’t have to pay and stated she would speak to her manager, who was out of the office. ******* stated she would call me Monday. As of today, Tuesday, she had not called. I called today and was told she wasn’t at her desk but would call me right back. An hour passes and I call again and was told the same again. I am getting nowhere.
Business Response
Date: 12/08/2023
Attached is a copy of our response.
Business Response
Date: 12/08/2023
[BBB Transcription via Attachment]
Dear ****** ******,
Thank you for bringing your billing concerns to our attention. After a thorough examination of your
account, we are pleased to provide you with an update on our findings.
We sincerely apologize for any frustration you may have experienced in relation to this matter. Upon
installing your service on September 27, 2023, we promptly addressed your reported concerns about
service speeds on September 29. Despite our efforts to investigate and resolve the issues, you opted to
disconnect the service. Consequently, the disconnection was processed for October 1, resulting in billing
for installation costs and a prorated amount for the service provided.
Considering the circumstances, we have adjusted your account balance to reflect a zero-dollar balance.
An updated statement will be sent to you on approximately December 18, coinciding with our next
billing cycle. This statement will be forwarded to the email address we have on file.
We genuinely appreciate your understanding and patience as we navigate through the resolution of this
matter. Should you have any further inquiries or concerns, please feel free to reach out to us at your
earliest convenience.
Sincerely,
******* *******
Initial Complaint
Date:11/06/2023
Type:Billing 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.
Signed up for service in August of 2023. Was connect to their service for seven days. Out of those seven days of service only two days were without interruptions. Called to cancel the service and was told that I would not be charged since I was not able to utilize the service. Was charged on September 6th, 2023, through a bank debit for $157.98 causing my account to be in the negative. I called customer service and was told that I made the payment through their website which I did not and that it would take up to eight weeks for a refund. I inquired about the refund on November 4th, 2023, and was told that it has been denied. I would like to be refunded all of the money that was taken from my account for service that was not provided.
Business Response
Date: 11/17/2023
Attached is a copy of our response.
Business Response
Date: 11/17/2023
[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.
We show that you were installed on Aug. 7, 2023. You then called our technical support team to report
issues. By Aug. 15, you had reached out to our customer service team and requested service be
disconnected. At that time we processed the disconnect for Sept. 1 per our policy. After further
investigation we have determined that with your communication of service concerns, we will be
crediting back what you were charged in the amount of $157.98 and issuing it in the form of a check
that will be mail to your address.
Should you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
*****************************
Customer Answer
Date: 11/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:10/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of this business for 30+ years. In the early years the service was good and if there was a problem they were quick to resolve. It has greatly deteriorated over the past 10 years- to now when there is no service. I have had prolonged outages. When you call **************** you are on hold sometimes up to 3 hours. In July I replaced my router thinking thats why I had no internet only to find out they had issues with the Maplewood tower. I thought the problem was my equipment. I was told theyd bring a bucket truck in on October 2nd to hook me up to a new tower. In exchange Id be given 3 months credit. I better! I paid for those 3 months and many many more with crappy service. I called at end of September to find out what I owed on October bill. I was told NOTHING so I paid nothing and I dropped the internet service. I am now listed as delinquent!!! Last Friday my son and I visited headquarters in Lima to find no one. Says building is a warehouse. I want nothing further to do with them and I want a sizable monetary resolution. The little guy anymore is a bother to them. How can a business with such poor service continue to exist? Thank you!
Business Response
Date: 11/10/2023
Attached is a copy of our response.
Business Response
Date: 11/13/2023
[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.
We do apologize for the frustrations that you have experienced regarding the outages affecting the
tower you received service through. In March you reached out to our sales team, and we scheduled to
have a field technician survey to swap equipment. At that time, the survey failed. As a result you were
placed on a waiting list for a new tower release. In September we scheduled this upgrade and tower
swap as a resolution to the outage in your area. At that time, ************** reported no response at the
residence upon arrival, so we were forced to reschedule this appointment. Unfortunately we were
unable to get this complete this swap prior to your disconnection request. We have issued a credit to
your account in the amount of $136.50 covering the dates of July 3 through October 2, the date you
requested a disconnection of your internet service. As you have retained television services with Watch
Communications, this credit will be applied directly to your account and will be reflected on your next
billing statement approximately November 18.
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 at **************.
Sincerely,
*****************************
Customer Answer
Date: 12/05/2023
In your letter you state someone came in September to complete a swap. I Checked caller ID and know ***** called to see if I'd be home. If I had mad an appointment with someone, as a person of integrity, I would have been there. Also, cameras tell me when someone was here.
Here is how we'll resolve this I no longer want any affiliation with Watch Communications 30+ years ago when we first had your service, it served us well. The last 5 years it has depreciated to an insult.
As of December 1, 2023 my service with you will stop. As for the $136.50 you are crediting my account, that covers everything I paid for but received no services. I expect the entire account to be at $0 on that date. There needs to be a compensation for the numerous times we were offline over the past several years. You will need to call ************ for an appointment to retrieve your equipment. I would appreciate it being removed by Dec 10
Business Response
Date: 12/06/2023
Attached is a copy of our rebuttal response.
Business Response
Date: 12/06/2023
[BBB Transcription via Attachment]
Dear ***********************,
Thank you for reaching back out to us with your request.
As mentioned in our previous correspondence, credit in the amount of $136.50 was applied to your
account for the service issues you experienced with your internet from July 3-October 2 when those
services were disconnected.
We received your request to disconnect your ******* services with Watch Communications and it has
been processed effective December 1. However there is a past due balance on your account for your
******* services as no payments have been received on this account since September 7, 2023. Our
records indicate that there were no service issues reported for your TV services, therefore this balance
would be valid. You will receive a final statement on approximately December 18 that will show your
ending balance with 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.
Sincerely,
*****************************
Initial Complaint
Date:10/27/2023
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.
I asked to have service discontinued on July 13, 2023. I expected service to be shut off Aug. 1, 2023 so I wouldn't have to pay for services moving forward. They continue to bill me for services. They said I didn't provide them with the needed information to shut off service until September. I don't understand why they need anymore information other than I've asked to discontinue service. They're saying they have a service agreement that requires that information. I never agreed to this at all.
Business Response
Date: 11/09/2023
[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.
We did receive an email communication in July regarding a disconnection of services. Disconnections
typically need to be made by calling our customer service number, however we informed you that we
could process it via email provided additional information was provided. That information was not
provided, nor did you call. On September 14, 2023, we disconnected this account due to nonpayment of
services.
Should you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
******* *******
Customer Answer
Date: 11/15/2023

Complaint: ********

I am rejecting this response because: They still haven't addressed the fact that they continued to bill me for service's up to Sept. 14, 2023. They say I didn't provide them the disconnection information until Sept. 14, 2023. Why would they need anymore information other than my email notification from July 13, 2023? They have acknowledged the notification that I no longer wanted service starting August 1, 2023.

Sincerely,

**** ********
Business Response
Date: 11/16/2023
[BBB Transcription via Attachment]
Dear **** ********,
As provided in our previous response, disconnections are typically processed through phone
communications. As you requested through an email, we tried to accommodate you and notified you
that additional information was needed to process your request. Due to not receiving this information in
a timely manner, we were unable to process that request. We continued to provide service to your
service address during this time and alerted you via email that further communication was needed to
proceed.
Sincerely,
******* *******
Initial Complaint
Date:10/24/2023
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.
August 2023 I owned two properties side by side. One property has the house and the property beside it has a barn. I was paying a point to point service to get internet to barn. I called to cancel service since it would not be available at the new property we were moving to. I was told somebody would be out to pick up the old equipment on Sept 1 2023. I was told we had to wait because workers were out sick with Covid and trucks down. During this call, I explained I was selling the property with the house, but not the property next door with the barn. So I needed a new service set up just for the property with the barn. She stated I would NOT have to pay an installation fee due to minor work having to be done to service the property with barn. On Friday Sept 1, no workers arrived to remove the equipment. On Monday Sept 4th we received an email stating we were being charged for a point to point installation. We called and said we did not request that as it has been installed for years. We need a new service for the property with the barn. She said we would get a call back with a date for installation to barn. Weeks go by and never heard anything. We call back at beginning of October and were told that they had no record of installation to barn. I question the old equipment left behind at the house I sold and am told they will need to still pick the equipment up but can’t provide me with a date. I explain I have already sold the house and I can no longer access it. She said I won’t be charged for equipment and somebody will call back with an installation date. Another week goes by, no call. I call again and they state they need to do a survey because I will most likely have a $200 installation fee. She was supposed to call after this survey was completed and I did not hear back. Four days later on Oct 23rd I get a call Watch asking if I was ready to install satellite internet for $99. I am concerned about being charged for this old equipment they have refused to go get
Business Response
Date: 10/30/2023
[BBB Transcription via Attachment]
Dear ******** ********,
Thank you for reaching out to us regarding your billing concerns.
Our records indicate that you contacted us regarding installing fiber services to your barn. Our sales
team sent a field technician to survey if this was possible on October 19, 2023. Your request for
installation of these services is still pending. Due to the pending status, we have not provided pricing or
charged anything. We only offered a survey of the area. A member of our sales team will be reaching
out to discuss next steps for installation as well as discussing pricing.
We received your request to disconnect the home service on August 14, 2023. This request was
processed per our terms of service and both billing and services were stopped as of September 1. We
have not charged your account for equipment. The balance on your account is due to a billing error that
has since been correct. We will send you an updated statement on approximately November 18.
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.

Sincerely,

******* *******
Customer Answer
Date: 10/30/2023

Complaint: ********

I am rejecting this response because:

My issues on the old equipment left at old house were not addressed.

Sincerely,

******** ********
Business Response
Date: 10/30/2023
[BBB Transcription via Attachment]
Dear ******** ********,
Thank you for reaching out to us regarding your billing concerns.
Our records indicate that you contacted us regarding installing fiber services to your barn. Our sales team sent a field technician to survey if this was possible on October 19, 2023. Your request for installation of these services is still pending. Due to the pending status, we have not provided pricing or charged anything. We only offered a survey of the area. A member of our sales team will be reaching out to discuss next steps for installation as well as discussing pricing.
We received your request to disconnect the home service on August 14, 2023. This request was processed per our terms of service and both billing and services were stopped as of September 1. We have not charged your account for equipment. The balance on your account is due to a billing error that has since been correct. We will send you an updated statement on approximately November 18.
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.

Sincerely,

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

Customer Answer
Date: 10/30/2023

Complaint: ********

I am rejecting this response because:
I am aware that I was not yet charged for equipment. I want to ensure I am not charged for this equipment in the future. I was told someone would pick this equipment up on September 1st and nobody showed up. The contract states I would be responsible for $500 if Watch can’t access the property to remove equipment after cancellation. Watch has refused to remove this equipment even to this day. I have since sold this property and can no longer access it. As far as installation at the new property I was told I would not have an installation fee due to being an existing customer. And that the lines being ran for the fiber optic would be minor so there would be no fee. But all of a sudden that changed and I was informed I would have a $200 installation fee. It took a month just for Watch to even email me a contract to sign. And when I was told a contract would be emailed to me I had to call twice to remind the girl to email it to me. I have never been treated so badly by a business.

Sincerely,

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

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