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Business Profile

Internet Services

Hotwire Communications, Ltd.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Hotwire Communications, Ltd. has 8 locations, listed below.

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    Customer Complaints Summary

    • 106 total complaints in the last 3 years.
    • 36 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Due to service issues with my Hotwire internet service, on November the 23rd, 2023 I upgraded my internet service from High Speed Internet 500, to Gigabit Internet 1000. There was a pricing agreement in place for my High Speed Internet service. However, and without notice or agreement by me, Hotwire charged me a termination fee of $91.90 to upgrade my service (to the faster internet to resolve the service issues experienced). I have disputed this charge to no avail. I advised Hotwire that I do not approve this charge, and they still deducted the monies via auto-pay regardless. I have repeatedly called Hotwire (three times) and continue to get the run around. I have explained to Hotwire that it was their suggestion that I increase my speed and there was never a discussion about a termination fee because I did not terminate my relationship with the Company. I still have my Hotwire service today. Hotwire's customer service while well intended has not been helpful nor able to resolve my issue. When I initially reported the issue over the weekend, I was told that managers do not work over the weekend and someone would contact me - no one did. Then I was told we will resolved in a couple of days, again nothing. Hopefully publicizing Hotwire's business practices will find me resolution. This is akin to having a cable subscription and adding services or channels to cable package. I would not expect that to be charged a termination fee to ADD services. I believe this practice by Hotwire is unethical and lacks merit. The customer service exhibited by Hotwire is additionally poor and promises for return calls and follow-up is non-existent. My account number is  ********

      Business Response

      Date: 12/17/2023

      December 17,2023
      Ref: ********
      *************************
      Dear **************,

      We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
       
      After reviewing the account, the disputed charges have been credited and a refund request submitted.  

      Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Senior Escalation Manager
      Hotwire Communications, LLC

    • Initial Complaint

      Date:12/05/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband & I are senior citizens. We never ever rent movies on line--especially from our TV provider---Hotwire Communications. They billed us for at least 6 or 7 movies which they said are pay per view. The cost of each movie is $19.99. So we are being billed for at least $120 to $140 for these movies which we never ordered. (Why would anyone pay $19.99 a movie when there are services out there like ******* or ****** that give you unlimited movies for much less than that for a month?) Hotwire keep telling us that we ordered the movies on our remote control and that we had to agree to the price shown on the TV before getting the movie. My husband & I never rent movies on line and we certainly would not rent the movie titles that they claim we rented. In fact, in one instance, they billed us 3 time for the same movie. I checked our calendar, and for some of the dates and times they claim we rented movies, we were not even home and no one was in the house. They only credited us for 1 movie and refuse to credit us for the rest of them. I had them place a block on my account so that they can never do this again. This is such a scam. Before the date that most of these movies they claim were rented, 2 different technicians were here to service their equipment. I am very suspicious that a technician or someone could have hacked our account as well. There are so many complaints about their billing practices on line and this is another one they need to answer to. In some cases, they claim they will cooperate and credit the consumer's account, but they never do. Please help me resolve this issue with them. Thank you.

      Business Response

      Date: 12/11/2023

      December 11,2023
      Ref: ********
      ****************
      Dear **************,

      We appreciate **. **** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
       
      After review of the account the disputed charges have been waived. The PPV option has been disabled per the customers request.

      Again, we apologize to **. *** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Senior Escalation Manager
      Hotwire Communications, LLC

    • Initial Complaint

      Date:11/16/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contacted the business to terminate my internet service on November 1, as I was relocating and no longer required their internet service. A few days later, I received a bill that was not only incorrectly listed as past due since it was due 11/24/23, but they also charged me for service from 10/28/23 thru 11/28/23. When I contacted the company for an explanation, they refused to adjust the charges because according to them, they don’t prorate bills. The service was only connected for 4 days of the billing period, so it does not make sense that I’m being charged for 30 days of service that I didn’t actually use or even have access to.

      Business Response

      Date: 11/27/2023

      November 27, 2023
      Ref: ********
      *****************************
      Dear **************,

      We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.
       
      After review of the account the disputed charges have been waived.

      Again, we apologize to **************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

    • Initial Complaint

      Date:10/18/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      THEY do not honor their promised customer service for new installations or empower their "NEW PROPERTY LAUNCH CONCIERGES to provide ANY REASONABLE customer service. For example, when they cancelled our pre-established installation appointment less than 48 hours, they REFUSED to move an installation appointment to the next week from 2pm to 3pm for medical reasons BECAUSE their policy would not allow it. They REFUSED to escalate my request. They said it is their way or the highway. Absolutely they allow NO flexibility for their many potential clients. Don't believe their "premium customer service" promises. They have not delivered as promised. Future customers, be aware.

      Business Response

      Date: 11/02/2023

      November 2, 2023
      Ref: ********
      ***********************
      Dear **************,

      We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
       
      The customers installation has been completed and their services are up and working.

      Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

    • Initial Complaint

      Date:09/30/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mother moved from Florida to New Jersey on July 21,2023. My brother returned all equipment and we terminated service as of July 24, 2023. I have received a bill every month from Hot wire. First for monthly payment then for equipment. We received an email that the equipment was received and there was no balance. Every time I call I am told there is no balance and account has been closed. Yet, I still receive a bill. We had to cancel her credit card just to stop auto pay. This is bordering harassment and I want this account closed. Terrible inefficient company that has no idea what they are doing.

      Business Response

      Date: 10/17/2023

      October 17,2023
      Ref: ********
      ***********************
      Dear **************,

      We appreciate **. ********** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
       
      The billing issue has been researched and the billing issue has been resolved. The account is clear of any charges.

      Again, we apologize to ************ for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information.Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

      Customer Answer

      Date: 10/21/2023

      This complaint will be satisfied and I will accept the terms once no further bills or charges are sent to me.  I would like to wait 30 days before concluding my complaint. 

      Customer Answer

      Date: 10/31/2023

      I did respond previously and said I would wait until a 30 day billing cycle was complete without receiving a bill from Hotwire and then I would close the complaint satisfactorily 

      Customer Answer

      Date: 11/20/2023

      The business has resolved the issue and the complaint has been satisfied. Thank you very much for your assistance in this matter. 
      Sincerely,

      ******* **** 

    • Initial Complaint

      Date:09/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hotwire Communications came to my home to do a cable and WiFi installation on 9/7. During the install, my ceiling was damaged due to a mistake made by one of the Hotwire employees. Photos were alleged to have been taken, and I was to receive immediate contact from a customer service/repair rep to begin the process of repair. Since 9/7, I have not received any communication from Hotwire, however; I have contacted them or and registered a complaint with 5 employees that I can name, two of which were in customer service. There has been no attempt at resolution and no one has contacted me. I would like the following, please: 1. Damage to be acknowledged 2. Contact for repair or reimbursement for repair 3. Resolution

      Business Response

      Date: 10/14/2023

      October 13,2023
      Ref: ********
      ***************************
      Dear **************,

      We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
       
       The issue is being handled by the Hotwire Damage Claim Team and they are working on the repair solution.

      Again, we apologize to ******************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

      Customer Answer

      Date: 10/27/2023

      My damage was not repaired by Hotwire. I had to hire my own contractor to complete the repair. This is an undue burden on me considering the damage was done during installation and I made numerous attempts to resolve. 
      Isn't it interesting that the first phone call I received to schedule repair was after I filed a BBB complaint. Then that contractor canceled due to Covid. Is there no other person doing repairs for this company in all of South Florida? 
      their response and non-resolution is unacceptable to me.

       

    • Initial Complaint

      Date:09/19/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We canceled Hotwire service 6/29/23 because we sold our home in Jupiter,Fl. As requested by Hotwire, we returned all equipment and paid our final bill. When we received our recent credit card bill, there was a charge of $1,559.18 from Hotwire. I called to ask what this charge was for and was told they were charging us for a year of service and in order to have this charge removed I had to provide them with a copy of the deed for the new property we bought in Stuart, Fl. This sounds so ridicules to me as well as possibly being highly illegal. They are charging me for a service I don't have anymore. It's bad enough that their service sucks now they want me to pay for not having their service.

      Business Response

      Date: 09/30/2023

      September 30, 2023
      Ref: ********
      *******************
      Dear **************,

      We appreciate **. ***** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
       
       All billing issues have been reviewed and the account is clear and satisfied.

      Again, we apologize to ************ for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

    • Initial Complaint

      Date:09/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased my first home less than three months ago in a community where Hotwire Communications has a contract with the HOA making it the only available service in the community. Since then, the internet has gone out 7 separate times. Most everytime it takes over 10 hours for it to come back on. (Meaning, in under three months, we've experienced somewhere close to 60-70 hours of interrupted service.) As someone who works from home, reliable service is crucial to my livelihood. I have called each time this has happened and been given almost the same response verbatim. "Our engineers are aware of the issue and are working to resolve it." The last time I spoke to their customer service (literally 4 days ago when the internet was last interrupted, its currently out at this moment), I was told a supervisor would be calling me back. That never happened. A few weeks back a rep came to the community to hand out $50 dollar amazon gift cards as an apology and while some type of acknowledgement was nice, it does not make up for the lost wages I and others in the community are facing as a result of this subpar service. A solution that I think would be respectful of everyone's time, money, and livelihood would be for this company to, at the very least, sponsor WIFI Hotspot devices for people in the community to rely on during the next inevitable 10+ hour long internet interruption. If you are going to have what amounts to a monopoly on internet service for a whole community, the very least that could be done is ensuring the service you've committed to provide is provided on a consistent, reliable and, respectable basis.

      Business Response

      Date: 09/30/2023

      September 28, 2023
      BBB Complaint #********
      *********************

      Dear **************,

      We appreciate **. ****** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

      Hotwire technicians were out to the customer home on September 18, 2023. The issue was resolved, and the customer has confirmed services are up and working.

      Again, we apologize to ************** for any inconvenience.  We are open to our customers concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

      Customer Answer

      Date: 10/05/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:09/07/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around 3 years ago I was a renter in a condo community. One day my condos owner called and said the HOA made a deal with hotwire and I needed to cut my service and allow them entry to the condo to install whatever they needed to install for hotwire to be the service provider of the condo. So I allow them to install their boxes and wiring in the attic and give them my email. I had their mediocre (freezes and blackouts) service for a couple years and upon leaving I left the two cable boxes in the condo because since I never paid a dime for it and the service was forced on me, I believed them to belong to the owner. 2 years later, I receive a call from a collections company claiming I owed hotwire 500 dollars for missing equipment. This collections agency did not have my correct email or last name so I figured it was a scam so I called hotwire and sure enough, there was a $500 charge. They heard my story and told me they would give me $500 credit and they would take care of it. 2 months later I get a call from the collections agency again. Apparently it was not taken care of. I called 3 times and each time I was promised a supervisor would call. Nothing. Finally I called and told them I would be on the line until someone with the power to resolve this issue answered, which they finally did. The supervisor proceeded to tell me it was not a late fee for the boxes but that the two cable boxes cost $500 dollars and I would need to pay no matter what. This company gave no notification that they required any sort of payment for 2 years. I couldn't figure out what was damaging my credit during that time but now I know. I would like to know why I received no notice before a collector was called in, and why 2 cable boxes cost 500 dollars.

      Business Response

      Date: 09/13/2023

      September 13, 2023
      Ref: ********
      *****************************
      Dear **************,

      We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
       
       After review of the account the unreturned equipment charges were removed from the account. Additionally, the account has been removed from external collections.

      Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

      Customer Answer

      Date: 09/14/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      Regards,

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

    • Initial Complaint

      Date:08/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am very unhappy with my installation and my service. The technician left long cables very disorganized and messy in the center of my living room I feel they should have been tied up and possibly stapled to the exterior dry wall. Also he was late to the appointment causing me to be late to my prior appointments. Overall very unsatisfied.

      Business Response

      Date: 09/07/2023

      September 7, 2023
      Ref: ********
      *******************************
      Dear **************,

      We appreciate ************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
       
       The customers concerns are being reviewed by our field team for a resolution.

      Again, we apologize to **************  for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

      Please do not hesitate to contact me if you require any additional information. Thank you.

      Best Regards,

      ***************************
      Escalation Manager
      Hotwire Communications, LLC

    Hotwire Communications, Ltd. is BBB Accredited.

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