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:09/26/2022

  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.

  July THROUGH PRESENT 2022
  OVER CHARGES AND NO SERVICE PROBLEMS. no CREDIT TO MY ACCOUNT AND NO CONTACT TO FIX THE PROBLEMS i HAVE TRIED TO DEAL WITH THEM SINCE July BUT TO NO AVAIL.

  

  Business Response

  Date: 10/19/2022

  attached is a copy of our response to this complaint. 

  

  Business Response

  Date: 10/19/2022

  [BBB Transcription via Attachment]

  BBB Complaint # ********
  Response for: ***** ******
  Dear ***** ******,
  Thank you for reaching out to us regarding your billing and service concerns. We do apologize
  for the frustrations you have experienced.
  On July 24, 2022, we show you called to report your internet service was intermittent. This was
  caused by interference. This happens as the temperature starts to change in the spring and fall.
  Our Network Operations Team reported issues on July 24, 2022, through July 27, 2022. We
  issued a credit for $10.00 on August 1, 2022.
  The next call we received was on September 15, 2022, you reported your internet service was
  down. Our technical support team reviewed your account and made the determination based
  on the signal level you needed to be moved to a new tower. A service call was setup for
  September 28, 2022, during this service call our field technician was unable to detect a signal
  below 30 ft and setup a service call for a tower truck test. This was completed on October 3,
  2022, we were able to detect a signal at 34 ft that will not be affected by interference.
  The final service call has been setup for October 27, 2022, during this service call we are
  mounting a push-up pole using a bucket truck. We have applied a $73.33 credit. This is for your
  time without service from July 28, 2022, to September 10, 2022. Once we complete the final
  service call on October 27, 2022, and confirm your service has been fully restored another
  credit will be issued to cover September 11, 2022, to October 27, 2022.
  Thank you for the opportunity to address your concerns. 
  WATCH Communications. *** ********* *** ***** *** **** ******** ** ************
  Sincerely,
  ****** *******
  Director of Customer Service & Retention
  E-Mail: ************************** | ************

• Initial Complaint

  Date:09/23/2022

  Type:Product 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 was a customer of Watch Comm. for my internet service. I was on an automatic pay program. My service went out sometime in March , I believe. When I would call they kept telling me they did not know when service would be restored. In the mean time they were still charging me for the service on my credit card. When I would call and complain they said I would be credited. This went on for about 6 weeks or so. I still didn’t have service and they were still charging me. So I stopped my auto pay and called to complain with no resolution. By this time I was getting angry so I canceled my service on May 1, 2022 with a credit of $99 on my bill. I told them to send me a check for my credit. They said it would take about 6 weeks to process. I still have not received my money back from them. I have called numerous times asking about my refund but nothing happens. Thank you!

  

  Business Response

  Date: 10/07/2022

  Thank you for the
  opportunity to respond to your concerns. 

  

  Business Response

  Date: 10/07/2022

  [BBB Transcription via Attachment]

  BBB Complaint # ********
  Response for: ********, *****
  Dear ***** ********,
  We have received the complaint you have filed with the Better Business Bureau
  regarding your account. We apologize for the frustration you have experienced.
  On May 17, 2022, I show we mailed check number ******* to **** * *** ** ***********, **
  ***** in the amount of $99.29. On September 28, 2022, we were able to speak with Ms.
  ******** and verifiy her maililng address. We proccessed a repalcement check the same day.
  You will recive this replacemant check within two to three weeks.
  Thank you for the opportunity to respond to your concerns.
  Sincerely,
  ****** *******
  Director of Customer Service & Retention
  E-Mail: ************************** | ************

• Initial Complaint

  Date:09/15/2022

  Type:Product 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.

  We have had very poor internet service with Watch tv and finally after nothing was getting resolved, we decided to cancel everything with Watchtv on June 27, 2022. I had already paid for the next months service so they owe me that. The amount that needs to be refunded is $146.34 and I have repeatedly called and talked to (********) customer service about getting the refund. She has been very kind and has reached out to her supervisor (*******) several times to get this resolved. They keep telling me that the check will go out but I never have received it and then I call again and the same thing. The supervisor is not doing her job. If I didn't pay them for as long as they have owed me they would have sent me to collections by now. It has now been 2 1/2 months since they have owed me money. Please help

  

  Business Response

  Date: 10/11/2022

  Attached is a copy of our response

  

  Business Response

  Date: 10/13/2022

  [BBB Transcription via Attachment]

  BBB Complaint # ******** Response for:  **** ******  Dear Mrs. ******,   We have received your complaint filed with the Better Business Burau and have completed a full review of your account.   Our refunds are processed approximately 8 weeks after your final bill has been posted to your account. Your disconnection was completed on July 1, 2022. The final billing statement for this cycle was on July 18, 2022. On September 20, 2022 Check # ******* was processed and mailed in the amount of $146.34.   We trust this addresses your concerns.   Sincerely,    ******* ******* Manager of Customer Service E-Mail: ************************** | ************     

• Initial Complaint

  Date:08/22/2022

  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.

  On or about July 18 2022 I requested repair of my home internet connection. It had not been working much starting on July 15. I worked with the tech service on the phone and they said they couldn't get a technician to my residence until August 12. The following week I became sick with Covid 19 and needed to work from home. I called and pleaded for an earlier repair date to no avail. So I had to live with my August 12 repair date. In the meantime I had contact with the technical team regarding the August 12 date and stressed to make sure the technician bring a new dish to install because it was obvious my dish needed to be replaced. On August 12 the tech team rep called and said technician couldn't get there on August 12 and said it would be August 15. The tech showed up late afternoon August 15 and agreed I needed a new dish but he didn't have any. He had used them all before getting to my place. He said he would have to reschedule. They wouldn't be coming back until August 30.
  
  This was outrageous because I told them I needed a dish. I am still waiting. I called and asked to speak with a officer of the company on August 16. The receptionist on the other end recorded all the information about the complaint and said she would forward to appropriate person in charge of company and have them call. They never did. I want a call from an officer of the company to listen to my complaint. I also want internet fixed before August 30. I would expect not only an adjustment to my bill but some compensation for such a delay in service. I have been with only internet now watch communications since 2007. I am not a new customer.

  

  Business Response

  Date: 09/09/2022

  
  Dear Ms.
  *******,
  
  
  Thank you for
  reaching out to us in regards to your service concerns and frustrations.  You reported issues with your service to us on
  July 19, 2022. At that time our technical support department set you up with a
  service call dated August 12, that service call didn’t note needing a
  replacement radio dish. On July 25 you did call us requesting an earlier date,
  we were not able to provide a sooner date. Our dispatch team reached out to you
  and needed to move the service call to August 15 due to staffing. On that date
  our field technician did note that there was a crack in your radio dish but
  also we needed to do some signal testing to improve service. A new service call
  was set for August 30. We are unable to move this service call date forward at
  this time. On August 18, 2022 we issued a credit on your account in the amount
  of $45.59. This is for the time without service from July 19 through August 12.
  A new credit request has been opened for the time from August 13 through August
  30. This credit will be applied to the account after that service call date.
  
  
  Thank you for the
  opportunity to respond to your concerns. We do apologize for any frustrations
  that this has caused.
  
  
  *******
  Customer Service Supervisor

• Initial Complaint

  Date:08/05/2022

  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.

  On Monday, 8/1 lightning struck in our yard. Since that evening, our home telephone and internet service have not worked. We started calling Watch Communications/****** ***** ********* Company on Tuesday, 8/2 to get a service call in for repair. It is now Friday, 8/5, we still do not have service and we cannot get through to customer service AT ALL. No one is helping. When we did get to speak with someone they said they would escalate the situation and have someone call us and we have NOT received a telephone call. We have no estimated date for restoration of service and we cannot get through to talk to anyone! PLEASE HELP!

  

  Business Response

  Date: 08/18/2022

  Dear *** *****,
  
  
  Our sincerest
  apologies for the frustrations you have dealt with in this situation. On August
  5, 2022 you spoke with our technical support team. They were able to dispatch a
  field technician the same day to fix the issue. Our records indicate that the
  field technician successfully repaired your services. A credit request was also
  opened on your behalf for the time your service was out.  credit has been issued in the amount of $5.15
  for the time frame of August 1st to August 5th.
  
  Thank you for the
  opportunity to respond to your concerns and for being a long time Watch
  Communications customer.
  
  
  ******* *
  Customer Service Supervisor

• Initial Complaint

  Date:08/03/2022

  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'm a current customer of Watch Communications, a fixed-wireless provider, and have been for years. I have never had a good experience with them. I currently pay $80/month for a 25 Mbps Download / 5 Mbps Upload plan. However, I never have this much bandwidth, and it is often <5 Mbps. Watch's customer service is horrendous, and hours will be spent waiting on-hold, only to be told they will call back later. Just a few minutes ago, right before this complaint, this happened, and I was supposed to be transferred to a tech-supervisor. I was explicitly told that he was in a meeting, and it would end at 12 PM EST, and that he would call back. So, I provided a number, but he never called. This is usually what happens. If this isn't the case, they'll offer to send a tech. When the tech arrives, he'll run speed tests with an ethernet directly plugged into the router, say everything looks fine, but he'll swap out the router and leave, and it doesn't resolve anything. I spoke in length with the tech personally, and he told me it sounded like a tower issue and that he would say something, but after filing an informal *** complaint, Watch's response was, "Our tech determined it was a router issue." Either he lied to me, or his employer. 3 router exchanges later, and 3 informal *** complaints, and nothing has been resolved. I have been told by the *** that the only real course of action is to make a formal complaint and take them to court. The last 4 or 5 days, the internet has been nearly unusable, even outside of high-traffic hours, and struggles to load a single 480p video. No communication from Watch Communications. Every effort to reach out is fruitless. They pretend to publicly care, but never do anything. On top of this, they won't issue customer credits unless "service is interrupted for 48 *consecutive* hours." So, if it goes out for 47, and comes on for a moment, no refund for lost time. This is a reoccurring issue, and can be seen via ****** reviews.

  

  Business Response

  Date: 08/18/2022

  Dear ***** *****,
  
              We reviewed your account and see
  that on March 4 you spoke with our technical support team and it is noted that
  your signal looked great and when the router was bypassed, the internet worked.
  During that call, we advised that the router needed to be replaced. We
  scheduled a service call for March 8. During that service call, our field
  technician advised that the router needed to be replaced and setup one of our
  routers at no cost to you.
  
  On March 4
  we received the original complaint and responded. To date, we haven’t noted any
  further communications or service complaints. On August 3, 2022, I asked
  our technical support supervisor to check your router remotely, and we were
  unable to connect to it. This indicates that the router isn’t the one we
  offered and installed in our previous service call. So we spoke with you and
  setup another service call for 8/08 and per our field techs notes when he
  arrived no one was home and we were unable to reach you by phone. A door tag
  was left so we could reschedule for another date.
  
  ******* *******
  Customer
  Service Supervisor