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 ComplaintThe 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:10/20/2023
Type: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 was contacted by WATCH TV sales that they were upgrading their internet system and everyone would need to get scheduled to be upgraded. I was advised that there were 2 levels and if we upgraded to the higher level there would be no increased to our bill for a year. I questioned this several times and was told this was a special promotion. I stated, so my bill will continue to be $158.95 for a year and I was told yes. I was told that I would notice a major improvement and speed once I received the upgrade and again my bill would remain at the $158.95 for a year. The upgrade was done and there was a major increase in our bill to $203.20. I called and after hours of waiting on line, was advised that my bill was correct. I asked how could it be correct if it wasn't suppose to change for a year. I was told that they no longer offered a few credits that we had, but that the bill was correct. However they could not clearly explain why my bill was more. After several more calls, I contacted sales and was informed my bill was not correct and they connected me to a supervisor w ho told me that my bill was not correct and that I could pay the 203.20 and I would get credited the next month or just pay my $158.95 which what my bill should be. I paid the $158.95, and figured my bill would be correct the next month, but I was wrong. My next bill came and was $173.95, part of which was a $5.00 late fee, even though I paid the amount I was told on time. I again contacted customer service, they removed the late fee, but could still not explain why my bill was still $10 more than it should be. I asked to speak to a supervisor and was advised they were in an interview, but would call me back within the next day. Several days went by and no return call. I again called customer service and asked to talk to a supervisor, but prior to getting me to a supervisor they wanted to know the issue. I again advised them and I was put on hold and they came back on and said they were adjusting it and removing the late fee (which the prior person had already done). I said so I only need to pay $158.95 and they advised me yes. I again repeated the amount and was told yes, let me get the adjustment entered. So I paid $158.95 and was hopeful this was the last called needed. Today I received my bill and it is for $189.32. I contacted customer service and asked to talk to a supervisor, was again asked what I needed. I informed the person that (it was the individual I spoke to the previous month) I had spoke with her previously and had verified with her that I only needed to pay $158.95 and now I was again had a bill that was not accurate and was being charged a late fee. I spoke with a supervisor who advised that the discounts were no longer offered. I again went over what we were told about the bill not changing for a year. If the discounts were no longer offered they should adjust the bill because of what we were informed that our bill would not change. She advised that couldn't be done and now there was an increase to the dish (tv) cost of $5.00, plus a $5.00 late fee. I again advised that this was totally against what we had been told and her staff told me I only needed to pay $158.95. Her response was that she was sorry and would talk to them. This did not change the amount I was being charge. I asked her to remove the late fee being her staff had told me I only needed to pay $158.95 (I even wrote the name of the person in the memo of my check). She said she couldn't because they had removed it the month prior and can only do it one time per year. I explained, but that was because her staff had informed me both times that the amount I paid was accurate. Again I was told she would talk to her staff, but she wouldn't remove the $5.00 late payment charge. I asked to speak to her supervisor and was told she could have her call me, but she didn't deal with these matters and would just repeat or agree with her. In addition to the late fee, I am now being charged $15.37 more a month for the next year than I should be. WATCH Communication should live up to their commitments to their customers and not mislead them. Their customer services has much to be desired.
There were also issued when they hooked up the new equipment by screwing into my house, which they were not cleared to do. A supervisor was suppose to contact me regarding and I never heard back from anyone regarding.
Business Response
Date: 11/02/2023
[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.
As part of network-wide upgrades Watch Communications has been pursuing for some time now, we
transitioned you to a different speed package after a technician came to your house to exchange your
old equipment for a new radio with better capacity. As part of that transition, we offered you a special
deal that locks in your current internet package pricing for 12 months. However, two discounts that you
previously received – a $5 per month loyalty discount and a $5 per month veteran’s discount – have
been eliminated. This means that your bill did increase by $10 per month.
After reviewing your account, though, we agree with you that those discounts should continue for the
12 months you are receiving the promotional pricing. You will see this reflected on your next bill so you
will continue paying the same price as you previously have for that promotional period.
Separately, you receive Dish television services. On Nov. 1, 2023, Dish increased the prices of their
packages. This is not something that Watch Communications has any control over. We have sent notices
to customers that their Dish packages will be increasing in price, which is why you are now paying $5
more per month for your television package.
Regarding your late fee credits, Watch Communications allows for one, late-fee courtesy credit per year.
We applied that one-time courtesy credit on Sept. 22, 2023, after you requested it. That credit was
applied to your account on Sept. 25, 2023. All bills are due on the 7th day of the month. You are currently
mailing your payment to us. We strongly encourage customers to make electronic payments through
our Customer Hub to avoid any issues with the mail delaying payments. Payments that arrive after the
11th day of each month are subject to late fees. Since we have already issued your once-a-year, late-fee
courtesy credit for 2023, we will not be providing another.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY 419-999-2824
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: 11/03/2023
Complaint: ********
I appreciate continuing the discounts and I understand the $5.00 TV upgrade, however I have an issue being charged a late fee for either month. If you look at my payment history and dates, I was not late on either month in question my payments are posted as 11/1/23, 10/4/23, 9/25/23, and 8/30/23. As I previously stated, I called and spoke with your staff and verified that my payment was $158.99, she advised that it was and she would make the adjustment. I said ok then I will be sending a check for 158.99 and again she said yes. I put her name on my check. None of my payments were late and I paid what staff advised. The late fee isn't because my check was late, which is what you are implying.
Sincerely,
****** ********Initial Complaint
Date:10/16/2023
Type: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.
Acct. #****** - I used my bank's Bill *** on 5/30/23 to make 6/7/23 payment. I noticed on 6/24/23 that my June payment wasn't credited to the acct. I called bank to confirm pmt. was made. They confirmed that pmt. was received by Watch but that the check hadn't been cashed. I called Watch Comm. - rep. said payment hadn't been credited. I asked what I should do - should I stop payment & make payment online? Rep said that is probably what I should do - she would request waiver of late fee. I made payment in full (June/July) online that day - went to bank & stopped payment on the check. For the bill due 8/7/23 I noticed a *** fee of $30. Watch Comm. found & cashed the check from Bill *** on 6/28/23. I called Watch Comm. on 8/3/23 to request credit for the *** fee as I had been advised to pay the bill & stop payment. There was no balance due on 6/28/23 when check was cashed. Bill due 9/7/23 has a past due of $30.90 so I called 8/23/23 - ****** advised that credit request was done on 8/3/23 but still pending. Called again 9/27/23 ******* advised supervisor, *******, denied credit. ******* to call me 9/28/23. ******* didn't call. Called ******* again 9/29 to request 5 days credit due to no service and asked for ******* - she was busy. 10/2 I had a missed call from Watch - left no msg. I called back - rep said ******* was gone - would leave message. 10/9 - I called again - ****** said ******* would call. I have not been able to speak to *******. They are now charging an additional $5 late fee per month. We have been customers for 19 years - no late payments. I feel as though I'm getting the run around for something that hasn't been my fault. I took all steps to see that they were paid. Bank told me on 6/24/23 that they would waive the *** fee on their end if Watch found & cashed the check. They have not charged me a fee. I just want all *** & late fees credited to the account.Business Response
Date: 10/27/2023
Attached is a copy of our response.Business Response
Date: 10/27/2023
[BBB Transcription via Attachment]
Dear ***************************,
Thank you for reaching out to us regarding your billing concerns.
We investigated your request to be credited late fees as well as a $30.00 fee that was incurred due to a
stop payment you placed on a check. Normally we do not reverse these charges, however with your
situation we have moved forward in removing that fee as well two additional late fees that have been
added to your account. This credit is in the amount of $40.90 and clears up the past due balance that
was owed. We have already removed one late fee credit previously in the amount of $5.00.
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: 10/27/2023
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:10/06/2023
Type: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.
We have contacted them multiple times about our internet going out many times a day over the course of a month and they will not fix it. They say they will call us back and they don't. They sent someone out on 9/22 and he was here 5 minutes and they said it was resolved. When we called in last week, the wait time was 2.5 hrs and I held that long and nothing was resolved. I called two nights ago and they said it was resolved. I called this evening and there were 88 calls in front of me. They are charging us for a service that doesn't work like it's supposed to. It seems like practically a scam company if you see the same type of reviews about them online. We have no other options except them for internet because we live in a rural area. My husband depends on this for his job as well.Business Response
Date: 10/18/2023
Attached is a copy of our response.Business Response
Date: 10/18/2023
[BBB Transcription via Attachment]
Dear ***************************,
Thank you for reaching out to us regarding your service concerns. We have thoroughly reviewed your
account and wanted to share our findings with you.
We received the first contact from you regarding this issue on September 6 reporting a fiber cut. At that
time our technical support alerted our network team, and that issue was resolved. However as
sometimes occurs, there were additional concerns stemming from this fiber cut. This has caused your
service to be intermittent, as you reported to our technical support team on follow up calls. Our
operations manager has worked on a resolution for this issue, and we do expect to have work
completed approximately October 17. We apologize for the inconvenience that this has caused.
We have opened a credit request to your account. Once we have fully resolved this issue, we will apply
credit for time your service was impacted.
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: 10/27/2023
Complaint: 20700930
I am rejecting this response because: we are still experiencing the same issues and the fiber has not been permanently fixed like you said it should be by October 17. This matter is not resolved.
Sincerely,
***************************Business Response
Date: 11/13/2023
Attached is a copy of our response.Business Response
Date: 11/13/2023
[BBB Transcription via Attachment]
Dear ***************************,
Thank you for reaching back out concerning your ongoing service issues. Our operations team explained
that additional repairs were needed in your area to full the resolve the issue you were facing. Our
apologies for the inconvenience and frustration. I was notified today that all repairs were completed
over the weekend of November 10, 2023. I phoned and spoke with **** who did confirm that service
was functioning well.
I applied additional credit to your account for the time since October 18 that your service has been
impacted, that resulted in an additional credit for $49.86. Should you have any further questions or
concerns, please do not hesitate to contact us.
Sincerely,
*****************************Initial Complaint
Date:10/02/2023
Type: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.
No one will respond or follow up at this company. I've wasted too much time on hold to speak with a customer service rep who says there will be follow up but there isn't any at all. My internet service is out of service more than i have service. Those calls for help and adjustments to my bill due to lack of service also go unanswered or credited on any of my bills. I have an overpayment that needs refunded in addition to credits on bills. Unfortunately there aren't many choices for internet in rural areas. This company needs to be held accountable, but they're not. Thank youBusiness Response
Date: 10/12/2023
Attached is a copy of our response.Business Response
Date: 10/12/2023
[BBB Transcription via Attachment]
Dear ****** ******,
We sincerely appreciate your recent communication regarding your billing concerns. After conducting a
comprehensive review of your account, we wanted to share our findings with you.
We understand that you initially reached out to our technical support team on May 17, 2023, to report a
slowdown in your internet connection. At that time, we promptly scheduled a service call for May 25.
On the scheduled date, our field technician contacted you to confirm our visit, but we received notice
that you had canceled the appointment, indicating that your service was operating correctly. The
following day, May 26, you contacted our technical support team again, reporting a service issue. We
promptly arranged a new service call for July 7. However, on the day of this appointment, our field
technician reached out to you, and you informed us that you were unavailable due to work meetings.
You mentioned that you would call us to reschedule.
The next communication we received from you regarding your service was on June 20, indicating
another issue. We immediately scheduled a new service call for June 30, during which our field
technician replaced a faulty line. On July 17, you contacted our technical support team once more to
report a service problem, and we scheduled an appointment for August 1. During this August 1
appointment, our technician adjusted your outdoor equipment. On August 7, you reached out again to
report an issue, and we informed you that there was an outage on your tower affecting all customers
connected to it. We have no records of service issues since that call.
Upon thorough account review, we acknowledge that you were eligible for credits due to the service
calls and the outage. Therefore, the following credits have been applied to your account:
$26.40 for the service call dates from June 20 to June 29.
$44.00 for the service call dates from July 17 to July 31.
$23.46 due to the outage from August 1 to August 9.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY 419-999-2824
However, it's important to note that the service calls from May are not eligible for credits as they are
over 90 days old, were canceled, or you were unavailable for the appointment.
Regarding your request for a refund, when a customer possesses multiple accounts and closes one
account, it is standard practice to transfer any credits to the active account. In your case, the credits
from the inactive account were transferred to your active account, resulting in a credit balance. Once
this credit is used up, regular monthly billing for that account will resume.
We genuinely value your patronage and appreciate your understanding as we work to resolve this
matter. If you have any further questions or concerns, please do not hesitate to contact us.
Thank you for choosing our services.
Sincerely,
******* *******Initial Complaint
Date:09/29/2023
Type: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.
We use them for our TV service at this nurisng home. We have had issues with many TV channels that we are paying for (Dish), they have sent numerous tech out to "fix" the problem, they say it's fixed but never is. They make appointments then don't show up. I call at least once per week trying to get this issue resolved with no results.Business Response
Date: 10/12/2023
Attached is a copy of our response.Business Response
Date: 10/13/2023
[BBB Transcription via Attachment]
Dear ****** ******,
Thank you for reaching out to us regarding your service concerns. We have thoroughly reviewed your
account and wanted to share our findings with you.
Watch Communications provides services to the ******* ****** ******* ******* * **************
******* and you receive service through them. Since the nursing facility is our customer, we are limited
in the information we can provide regarding service issues. We understand the frustration this can cause
residents, but we must comply with our contractual obligations to customers.
On May 1 ,2023, we received a call informing us that some channels were missing from the television
lineup. We scheduled a service call for May 5. The field technician who responded to that appointment
noted that some TV receivers were overheating and was told by the facility that air conditioning units
were being installed.
On Aug. 1, 2023, we received a call about a similar issue and scheduled another technician appointment
for Aug. 9, 2023. The technician reported that one channel was involved in a dispute between the
content company and TV provider – Watch is not a party to this dispute – and the other channels
appeared to be working.
On Sept. 14, 2023, we received a call that channels were again missing from the lineup. At that time, a
field supervisor reviewed the account and, after investigating, determined that the receivers would
need to be reprogrammed. We have a service call scheduled for Oct. 13, 2023, but please note that our
response is due to the Better Business Bureau on Oct. 12, 2023, so we are unable to provide further
information.
We apologize, again, for the frustrations and appreciate your understanding as we resolve these issues.
WATCH Communications. 250 Grandview Dr. Suite 175 Fort Michell, KY 419-999-2824
Sincerely,
******* *******Initial Complaint
Date:09/28/2023
Type: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.
on aug.i 2023 our cable went out called to report it on aug2 waited for 3 hrs.to talk to some one.called aug 14&15 waited 2hrs each time.Got service back sept.1 . Have been billed $126 for the past 2 months, when they said i would receive a credit. Has not happened. poor service. cant see paying for something you dont receiveBusiness Response
Date: 10/11/2023
Attached is a copy of our response.Business Response
Date: 10/11/2023
[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 understand that you contacted our technical support team on August 2, 2023, to report that your
Dish services were not working. At that time we opened a service call appointment for late August. Due
to staffing issues, regrettably, we did have to reschedule your appointment. On September 1, 2023, our
field technician arrived and was able to resolve the issue with your service.
Our customer service team opened a credit request on your account for the time your service was
affected from August 2 through September 1. This credit was approved and applied to your account on
September 29, 2023 in the amount of $115.40.
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:09/27/2023
Type: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.
[BBB Transcription via **** AG]
Our internet quit working on 7/10/23. We called to report it. It came back on 7/21/23. It went out again
7/28/23 and has not come back on. They say the Maplewood tower needs replaced. They did not even
email to update on what was going on until 8/9/23. In August, they charged us $30.58 for the month but
now this month, they just charged us $90.58 even though we have no internet! We have called so many
times and emailed. The average hold time is almost two hours every time we call. A tech person came
out 8/25/23 to connect us to the ************. He said he didn't have the bracket to mount it and left the
equipment saying he would be back on Monday. He never showed up. We called him and he said he
would be here Thursday. He never showed up and wouldn't answer our calls. We called tech support
and reported him and they told us that we would hear from someone on Friday to schedule someone to
come out. After that call, a person called and said they can't get anyone here until OCTOBER!!! We were
told that someone would call us to move that to a closer date but we have not heard from anyone and
they're still charging us for a product we are not receiving. We are beyond frustrated as my fianc works
from home and our son does virtual school so we have had to use our mobile hotspots to do these
things. We are at a loss of what to do at this point. Our neighbors are having the same issues and can't
get anyone to help them either. The entire area of Maplewood is having issues and this company does
not seem to care.Business Response
Date: 10/06/2023
Attached is a copy of our response.Business Response
Date: 10/06/2023
Attached is a copy of our response.Business Response
Date: 10/06/2023
[BBB Transcription via Attachment]
Dear ***********************,
Thank you for reaching out to us regarding your billing and service concerns. We have thoroughly
reviewed your account and wanted to share our findings with you.
On July 29, 2023, you contacted Technical Support to report that your internet service was not working.
Our records indicate that we were experiencing an outage with that tower. At the time, we approved a
credit be applied to your account in the amount of $60 to compensate you for the time the tower was
down. We approved a second credit in the amount of $72 to compensate you for another outage on
that tower. You should see those credits applied to your next billing cycle.
In July, we also scheduled you to be moved to a different tower but when the technician arrived, he was
unable to swap out the equipment due to not having the correct parts with him. We sincerely apologize
for that and have expressed to our Operations Manager the need for all technicians to verify they are
carrying the correct equipment for their days appointments.
One of the challenges of rural broadband is that some legacy network assets such as towers may be
older, which results in customers experiencing slower-than-optimal speeds. We have been investing in
our network to upgrade equipment to provide faster speeds and stronger connections.
Our response to your complaint will be posted on Oct. 6, which is the same date on which you are
scheduled to have a Field Tech Supervisor at your home to complete that equipment swap so that we
can move you to a different tower. We are very sorry for the frustration and inconvenience you have
experienced. We hope that your appointment on Oct. 6 goes smoothly. Please contact us at 1-800-589-
3837 if there are any issues with that appointment or your service going forward.
WATCH Communications. *************************************************** ************
Sincerely,
*****************************Customer Answer
Date: 10/06/2023
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:09/20/2023
Type: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.
[H363137**3238313831H transcription, see attachment]Our bill is deducted automatically from checking account- We don&#**;t receive a statement. Since mid July our internet + ** service is sporadic - We have been without ** - Cable since mid july. August 11 a service tech changed the ** box, but we still have no ** reception - **** (tech) said he didn&#**;t know why + left. We were scheduled for a service tech of Aug 21- he cancelled Again on Aug 29 we were scheduled for a service is September 18 we have asked for price reduction for ** service + have not received it -Billing is still deducting the full amount $158.95 from our Checking account.Business Response
Date: 09/28/2023
Attached is a copy of our response.Business Response
Date: 09/28/2023
[BBB Transcription via Attachment]
Dear ******* *************************,
Thank you for reaching out to us regarding your billing and service concerns. We have thoroughly
reviewed your account and wanted to share our findings with you.
While you do have your account set up for autopay, we want to clarify that you do receive both a paper
bill mailed to the address on file as well as an electronic bill that can be accessed through our customer
portal. The electronic bill is also emailed to ***************************** Billing statements are issued on
approximately the 18th of each month. If you do not see a bill in your inbox around that date each
month, we encourage you check your spam filter and add [insert sending email address] as a safe
sender.
You contacted Technical Support on July 23, 2023, to report missing channels through ******** During a
service appointment on Aug. 11, 2023, the technician discovered that your receiver was bad, and the
technician replaced the unit. Unfortunately, you continued to experience the same issue and when
another technician visited your address on Sept. 18, 2023, he discovered that the replacement unit had
also gone bad and needed another replacement. Since swapping out that receiver, you have not
contacted us about any more issues.
We also want to apologize for having to reschedule that second technician appointment. It had been
originally scheduled for Sept. 7, 2023, but due to a staffing issue, we had to reschedule that
appointment for Sept. 18, 2023. We know that it is frustrating to have these appointments rescheduled.
Separate from this issue with the Dish receiver, you contacted Technical Support on Aug. 25, 2023, to
report that you were experiencing intermittent internet service. A natural phenomenon called ducting
occurs when there is a sudden change in temperature at the atmospheric level, which can result in
temporary internet service disruptions.
WATCH Communications. *************************************************** ************
Our records indicate that you requested a credit to your account on Aug. 11, 2023. We review credit
requests once service issues have been resolved. We reviewed this request on Sept. 22, 2023, and there
is a $100.13 credit pending to your account.
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:09/19/2023
Type: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.
On July 24, 2023 I had Watch Communications install internet at my house. All equipment was installed and only my phone was checked for a connection. After the installer left I could not connect my computer or Roku device to the internet. I decided to discontinue my service for numerous reasons. I called Watch to do so and was on hold for over 2 hours. The representative who took my call had her computer crash and said she would call back.....which never happened. I called the following day and again on hold for an extensive time. I finally got through and got my service discontinued. I was also told I would receive a refund of $157.58 sent to me by check. Here it is September 18th and I have not received my refund. I was also told I would have someone call to set up a time to get their equipment. That has yet to happen as well. However I am receiving emails stating my account is being credited $44.41. Crediting my bill is not the same as refunding me money that was promised. I refuse to call this company just to be on hold for hours.Business Response
Date: 09/29/2023
Attached is a copy of our response.Business Response
Date: 09/29/2023
[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 would like to extend our apologizes for the frustrations that you have dealt with regarding your
account. Our records indicate that you were installed on July 24, 2023, however the next day you called
to alert us that you were experiencing technical issues with your service. Where we would have liked to
send a field technician to your home to remedy your issue, we understand how didnt want to resolve
the concern and instead requested to disconnect your service. We have processed your disconnection
requestion and the account has been closed.
Our disconnect policy states that you would be responsible for the installation charges as well as the
remaining month of service. However, after investigating your individual situation we have come to the
resolution of reversing the charge to your payment method in the amount of $157.98. This will be back
into your account within 3-5 business days and the account you had with us has been closed out with a
zero balance. You will receive a final statement showing this on approximately October 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,
*****************************Initial Complaint
Date:08/23/2023
Type: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 was without internet for over 3 weeks. A repairman came out July 26 and changed the box and
I believe wires. Was told my Bill would be adjusted the next month...It was not, Was told again it would be adjusted Sept,...It was not. The payment is automatically withdrawn from my bank. Superior Credit Union. I call and call and am always between 20 and 28th in line to speak to a rep. One point I was 84th in line, I want my bill adjusted. I called my bank today and am having a hold placed on the payment,,,at a cost of $20.00.Business Response
Date: 09/18/2023
[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 delay in processing your credit request for the time your service call wait time.
We show that you called our technical support team on July 7, 2023, to report the issue and a service
call was set for July 26, 2023. We worked your credit request on August 25, 2023, and applied it to your
account. You can view this credit on our online customer portal, or it will appear on the next billing
statement for your account which is set to run on September 18. Since our bills generally are processed
on the 18th of the month, the credit was not able to be applied to the previous billing statement. It was
applied to your account before your payment due date of September 7.
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.
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