Complaints

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

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

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• 

  Hotwire Communications, Ltd.

  3 Bala Plz W Ste 600 Bala Cynwyd, PA 19004-3413

  
• 

  Hotwire Communications, Ltd.

  111 Corning Rd. Suite 112 Cary, NC 27518

• 

  Hotwire Communications LLC.

  10360 Usa Today Way Miramar, FL 33025-3901

• 

  Hotwire Communications LLC.

  6401 Congress Ave STE 175 Boca Raton, FL 33487-2860

• 

  Hotwire Communications LLC.

  2401 NE 65th St Fort Lauderdale, FL 33308-1552

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:08/18/2023

  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 disconnected my service with Hotwire in late February 2022 due to a cross-country move in March 2022. I received an email in March 2023 stating I had a balance of $390.81 due to an unreturned equipment fee. When we vacated our townhome March 29, 2022, there was no equipment to be returned. I have spoken to 4 different customer service representatives who supposedly were handling this and doing an inventory search on the "missing" equipment. I have a chat transaction from April 3, 2023 where the rep stated they would be in touch with an update. Fast forward to August 18, 2023, I get an email stating that if I don't pay $390.81 by August 20 that I will be sent to collections. One of my MANY questions is why was I sent a bill ONE YEAR after I left the property?! What was happening in the 12 months prior to this? Why was I told by three different service reps, one in writing, that an inventory check was being performed when it was not? I spoke to a supervisor today who stated he would call me personally with an update within the week, but why did it have to get to this point when this is clearly an issue with Hotwire? Photos are attached for reference of the last paid bill, including how no bills were sent until March 2023, a year after our service had been disconnected.

  

  Business Response

  Date: 09/07/2023

  September 7, 2023
  Ref: ********
  ***************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   After review of the account the past due charges and the unreturned equipment charges have been removed from the account.
  
  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:08/15/2023

  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.

  Hotwire has improperly charged for DVR services that were not ordered and there was no agreement to charge for the services. We are part of the Playa Vista homeowners association and the whole community is forced to pay services for their internet and cable services on or around October 2022, which coincides with when we first moved into the development. Hotwire has been billing for $143.22 for DVR services that were not ordered. We did not order these services and we confirmed with Hotwire on a number of occassions that we did not want services that were not already part of our homeowners association that are paid each month. We reached out on numerous occassions to have the billing reviewed by a manager and each time they said that it would be removed. This did not happen and Hotwire, without notice, shut off our cable and internet on two ocassions. Both of us work from home so we depend on the internet to maintain our jobs/livelihood. We ended up paying the balance with a convenience fee in order to stop them from wrongfully suspend our account. We feel that this is unfair and deceptive. They turn off services without notice and continue to be evasive each time we contact them as detailed in the email chain that is attached.

  

  Business Response

  Date: 08/28/2023

  August 28, 2023
  Ref:********
  *************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   After review of the account the charges were removed and credited back to the customers Credit Card.
  
  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:07/31/2023

  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.

  My HOA contracted with Hotwire in 2022 and the Hotwire employees removed my previous cable equipment in August. In doing so they disabled my stereo surround system. From September 2022 to February 2023 Hotwire failed to repair my stereo surround system after 16 service appointments. I worked with the account manager ************************* to no avail. I finally had to revert to my previous cable company in Febriary 2023 and purchase another television to enable my stereo surround system. My account no. was ******** and was paid each month as confirmed by my bank. I returned the Hotwire equipment to the company via *** in February, as required. I am still receiving a past due balance in the amount of $976.44 even though the account manager has assured me the account balance has been credited. I am concerned Hotwire's billing is affecting my excellent credit rating and they still have not reimbursed me $104.84 for the television I had to purchase because they destroyed my other television when they removed my prior cable equipment. Please

  

  Business Response

  Date: 08/12/2023

  August 12, 2023
  Ref: *******
  *******************************
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   After review of the account the past due charges were removed from the account. The television reimbursement request was found not to be Hotwire related and will not be reimbursed.
  
  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: 08/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting the company's response because Hotwire broke the audio inputs on my 32" TV and destroyed my stereo surround system when it removed my **************** cable box. After service visits on 9/23/, 9/27,10/11.10/17.10/24, 10/25, 11/1,11/2,12/21/22 and 1/9/2023, they were still unable to restore my stereo surround system. Technicians **** and ***** **************) made several attempts and finally tested the surround system using my DVD player with another television in my home and it worked; however, the other televisions we used to test the system were 43" TVs and would not fit into the space in our kitchen. They recommended I purchase another inexpensive 32" TV to fit the space. I advised account manager ************ and she suggested I do so.

  Attached is a photo of the inexpensive TV I purchased to fit the space to enable our stereo surround system.

  I expect to be reimbursed for the $111,00 I had to spent to return my stereo surround system to its original state after 6 months.     

  Sincerely,
  ****************************;                                                                                                                                                                                                          ************
  

  

  Business Response

  Date: 08/22/2023

  August 22, 2023
  Ref: 2039997
  *******************************
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   After review of the account the past due charges were removed from the account  and the television reimbursement request was approved.  ******************** will receive a reimbursement check for the television in 6 to 8 weeks.
  
  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:07/29/2023

  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 an internet and cable Hotwire subscriber for roughly six months with a consistent monthly bill. Then I received a bill that was more than $250 higher. When I contacted the company to inquire about the drastic rise in monthly charge, I was informed a routine system audit determined I had been under charged since I began service and this would get me caught up. I told them I wouldn't have initiated service had I truly known how expensive service was going to be. I've since canceled cable service but retained internet service as I have no other suitable alternatives. This seems unreasonable to me and perhaps a violation of law. At the very least, I don't think I should be responsible for what appear to be erroneous charges.

  

  Business Response

  Date: 08/12/2023

  August 12, 2023
  Ref: ********
  ***********************************
  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   After review of the billing dispute, the additional charge the customer received was credited.
  
  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: 08/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  While my account is currently up to date in terms of balance/outstanding charges, I paid an additional $106.70 on July 25th as my internet service was shut off. In fact, I only appear to have been credited roughly $65 of the approximately $300.00 in charges. 
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 09/05/2023

  I have received the written explanation and am satisfied with the resolution. I no longer wish to pursue action. 

• Initial Complaint

  Date:07/19/2023

  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.

  Hotwire communication at *********************** has not resolve my issue with not being able to access the following links in over one month. I have called over 10x for my own follow up and the escalated NOC **** is not doing anything to resolve my issue. I have ask for a supervisor to give me a call back many times and no one has called me back. I have submitted ticket# ****** ******************************************************* *****************************************

  

  Business Response

  Date: 08/08/2023

  August 8, 2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
  Our NOC Team is working along with the customer for a resolution to the issue.
  
  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:07/16/2023

  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.

  Hotwire is charging me for an internet box I NEVER got. I had the service because of the building Association, NOT my choice. They installed just ONE box because I only have one TV. After numerous attempts to solve the issue with their customer service department, I still have an outstanding charge of $250- an invoice I got on June 24th.Before moving out on May 31st, they sent me three labels, and I called numerous times, telling them that I only got two pieces of equipment, one cable box, and one internet box (and that's what I returned). Every time I call, the customer service agents respond differently. They need to be more consistent and communicate better. Hotwire needs to train the customer service personnel better. I'm still waiting their "investigation" about a simple internet box and the charge. It's very frustrating to keep wasting my time on this incompetent company. I hope this complaint helps me get a resolution to my issue. If you are reading this, stay AWAY from this company. I'm not surprised by the amount of complaints they got here.

  

  Business Response

  Date: 07/25/2023

  July 25.2023
  Ref: ********
  *************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  Upon review of the account , the unreturned equipment fee has been removed from the account.
  
   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: 07/28/2023

  [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:06/23/2023

  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.

  Hotwire communications is the internet provider at my apartment. 3 times this year they have upgraded my service without me requesting or approving these upgrades. These upgrades are not free and result in an increase in price which I have to spend time calling and having removed. This is tantamount to theft and this practice needs to be stopped by Hotwire Communications. They are stealing money. There are other BBB complaints on record from Hotwire customers but this shady business practice of adding services without permission and charging for them needs to stop. I never had this issue with any other tv/internet service provider in the South Florida area.

  

  Business Response

  Date: 06/27/2023

  June 27,2023
  Ref: ********
  ***********************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
   We did reach out to **************** via phone and email in reference to the email campaign process for promotions.
  
  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:06/15/2023

  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.

  we were over charged for the 100 internet service for about 3 years and we would like a bill credit that will show on the bill and we want receipt of this credit in writing.

  

  Business Response

  Date: 06/26/2023

  June 26,2023
  Ref: ********        
  ***********************
  Dear **************,
  
  We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  After billing review of the customers account the billing discrepancy was identified and the customer was credited for charges in error.
  
  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:06/15/2023

  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.

  On or around September of 2022 we were having internet issues. Hotwire sent out a technician and he discovered that we were being double billed for our service. He immediately called Hotwire and they acknowledged their mistake and said they would reimburse me. We are now halfway through 2023 and I still haven't received anything but a run around and false information. I have spoken to around 6-7 different customer service reps and get the same thing. We'll give you a call tomorrow or the check will be sent out. The amount is only $320.89. They act like it's $320 million. All I want is the money owed to me but I am inclined to get a lawyer and file a suit against them. I'd much rather have this handled expeditiously and without anymore hassle. I'm at my wits end and hopefully, with your help, this will be resolved ASAP. If any more info is needed please feel free to reach out to me. Thank you.

  

  Business Response

  Date: 06/27/2023

  June 27,2023
  Ref: ********
  ***********************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
   We did reach out to **************** via phone and email in reference to the email campaign process for promotions.
  
  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:05/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been without internet since May 18th. Was able to get a tech scheduled that same day from 4-6pm. At 1pm he was already calling wanting to pass by, I was at work. Not 4pm yet. he calls again and says he left that the issue is the switch in the building. Called later that day requesting a supervisor and they said it was on a call back basis. Never got a call back because the request was never put in. Called in Friday asking for an update and a supervisor and representative told me a supervisor isn’t going to do anything but hear me out, scheduled another tech to come in on Friday. This tech came in and told me the problem is with a fiber wire so he put in a request for a fiber tech to come out. I saw techs come in later that day to the building in the main room. They left late afternoon and told leasing office they’ll be back next day. I had to call multiple times to get updates and no one can give me a straight answer. There was a Hotwire tech on property visiting unit and I asked about the issue. Was told the fiber wire was repaired but it was not responding to network so network engineer was going to come out. Called again in the afternoon and was told they’re waiting for a tech to come out but it’s looking like for tomorrow (Sunday). Called this morning and a tech was never coming and they are trying to confirm an appointment with me for tomorrow Monday 10-12. The issue is not with my unit or router so I am not sure why I am confirming an appointment. If I would have never called no appointment would ever be made. This is an issue with the switch in the building, communication should have been made with the leasing office. I have to be the one constantly calling for updates. Finally spoke to ****** the supervisor - no straight response. Just saying the appointment is confirmed. I have only been in the property for 2 weeks and I am almost a week in without internet. This issue started ever since a maintenance was done 05/18 from 12am-7am.

  

  Business Response

  Date: 06/07/2023

  June7,2023
  Ref: ********
  ****************************
  Dear **************,
  
  We appreciate ********************* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Technical Issues were resolved by Hotwire Technicians, The customer has confirmed the issue is resolved. As a courtesy a 30 day credit has been applied to the account for services.
  
  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: 06/15/2023

  [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,
  
  ********* *********