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 LLC.

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

• 

  Hotwire Communications LLC.

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

• 

  Hotwire Communications, Ltd.

  111 Corning Rd. Suite 112 Cary, NC 27518

• 

  Hotwire Communications LLC.

  10360 Usa Today Way Miramar, FL 33025-3901

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:05/05/2023

  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.

  Unfortunately my community (**** ****) were my winter home is located decided to end our 10 year contract with *******! Our new provider is Hotwire! Hotwire exterior line install was a nightmare! Cutting my existing exterior cable lines, leaving me with no internet with my current provider for 3 days! Then I had to make an install appointment with Hotwire 2 months later when it was finally up and running! I had explain due to my health concerns, unfortunately no one can enter my home! They can run the wires thru the existing holes etc waited a week, they finally came out! They refused me their service! How can that be possible? When Im actually paying for their services with my HOA! So im paying for a service that they refused to provide me! Im extremely knowledgeable & familiar on how there technology works and much more capable then there 20s something installers! My generation x, are very familiar with technology!

  

  Business Response

  Date: 05/25/2023

  May 25,2023
  Ref: ********        
  *************************************
  Dear **************,
  
  We appreciate **. ********** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Our Hotwire Account Management team is working with the customer along with the property management to resolve 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:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From April 12th until present April 28th There has been no call back from any manager for two weeks, we have on going issues with everythng from billing, credits that are never applied, premium channels athetr a re never removed when asked to suspend them Managers who never call back now for 8 consecutive days to sort out biling issues. And the remote controls do not work and so we are payng for a service and cannot watch TV , we are in a community of 218 homes and we have on going issues with HOT WIRE, they keep billing us and we never have any resoluton . This is the worst company ever.

  

  Business Response

  Date: 05/18/2023

  May, 18,2023
  Ref: ********        
  ****** *******
  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  The customers technical issued were resolved and a courtesy credit was issued on 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:04/18/2023

  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.

  Consistent outages in our neighborhood. We are contractually obligated to use their service in our *********************** neighborhood but they cannot support the volume and internet is down so often it is a joke. Many of us work from home and rely on their service. Most often it is not weather related and they are slow to work on issues and cannot provide the service we need.

  

  Business Response

  Date: 04/18/2023

  April, 18,2023
  Ref: ********        
  ***************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  Any changes to Service Providers would have to be decided by the property HOA Board which *****************  can voice her concerns.
  
  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:04/15/2023

  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.

  I disconnected my service on February 24, 2023 this year. When I received my FINAL bill, after returning the internet boxes, I was charged for an extra month. My service was disconnected in February, but they DECIDED to bill me for March as well! I called in to customer service to explain that I want to pay off my final bill but they are overcharging me. First customer service tried to tell me that my bill was behind from sometime this year, as if I didn't know how much I owed before I disconnected service, SHE LIED, and I caught her. Then I told her she needs to remove the extra month that they are TRYING to bill me, because my service has been disconnected almost a month and half, so they cant charge me for service that I am not using. Customer service said she back dated my bill a month, and proceeded to tell me that they will take $10 off for the month they are over charging me, This is a rip off and they are trying to steal my money at this point. I want to pay only what I owed them at the time of disconnection, which was about $79. Charging me for another month that I am no longer with your company is unacceptable. I do not owe you a bill or payment for March, MY SERVICE HAS BEEN DISCONNECTED SINCE FEBRUARY Please help me close my bill out with this company. I will never use them again. They have done me like this before, and I paid them the money because I needed the service, but I am not letting them do it to me twice.

  

  Business Response

  Date: 04/18/2023

  April, 18,2023
  Ref: ********       
  *************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  After billing review of the account the customer had an outstanding balance prior to disconnecting her service. The charges on the account are valid.
  
  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: 05/07/2023

  [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: Yes it is true that I had a balance already. I stated that in my claim. My argument is that you are charging me for the month AFTER my service was already disconnected. I have no problem paying my bill from before I disconnected service in February. That is what I was doing when I discovered that you continued to bill me as if I was still receiving your service. I am not willing to pay for service that I did not acquire after February, 2023. You are attempting to rip me off. I will not pay that. Please remove the extra bill that is after February, then I will pay my balance off with you. Thank you
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 06/21/2023

  June 21,2023
  Ref: ********       
  *************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  After billing review of the account the customer had an outstanding balance prior to disconnecting her service. The customer was also billed for the month in which they disconnected service due to the Hotwire Subscription Billing policy which states when disconnecting your Hotwire services they will remain active until the end of your monthly bill period. The policy is explained in our Terms and Conditions data. The charges on the account are valid.
  
  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:04/06/2023

  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.

  I placed an order for wifi connection to Hotwire communication in Miami and they came and installed it. I am new to Miami and I have lived in many other states previously. Few weeks later a contractor came to install the TV on the wall, so I disconnected the router and plugged it in another room. The wifi was only working on one plug. I called the customer service and they said I didn’t ask for other plugs to be activated during installation which didn’t have any additional charge but now if they send me a technician they have to charge me. I asked to talk to a supervisor. *****. She explained the same thing. I argued that in other states when they activate wifi in a condo all the plugs are activated. She said it is not Hotwire ´s process. I said neither the account manager nor the installer explained Hotwire specific process and I don’t understand why for their lack of communication I should be penalized and pay additional charges. She said this is how Hotwire works and I am informing you of the process now!! I am not sure if these people are even understanding common sense. Either this policy is intentional to charge people extra money when they don’t have to pay which is extremely unethical for the company or their employees are not doing a good job to explain their processes and they are trying to cover up their lack of professionalism. Both cases are unacceptable. I would like some executives to read this complaint and respond so I will know what the culture of the company is based on integrity or lack of integrity. Customers should know with what type of company they are dealing with. Thankfully they have some competitions on the market.

  

  Business Response

  Date: 04/18/2023

  April, 18,2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Upon review of the Service Order, the technician installed and enabled one data port per Hotwire Policy.
  
  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: 04/28/2023

  [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:

  neither you are accepting your short coming nor proposing any solution.  If you are sorry about your poor operation and customer service in this case the action item will be to send a technician to open all the wifi plugs for free as it should have been done originally of course if I was asked either by your account manager or your technician and neither one did.  Your answer is vague.. Is this a short coming in the communication or is this how you answer your customer service short comings????

  I don't think this answer comes from an executive level as originally requested in my complaint!!

  Regards,
  
  ***********************

  

  Business Response

  Date: 06/20/2023

  April, 18,2023
  Ref: ********
  ******* ********
  Dear **************,
  
  We appreciate **. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Upon review of the Service Order, the technician installed and enabled one data port per Hotwire Communication Policy. No additional data ports per the policy will be installed.
  
  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: 06/23/2023

  [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 has no value from customer service point of view.  I am going to write the situation in a public review and let the public decide about which company they will pick for their DSL,  They already have really bad reputation! Very simple to understand without repeating the same empty apologies.  When you open an account with them, if you ask for multiple ports there is no additional charges.  If you don't ask they will install only one, when you call to ask for more then they will charge you.  Nobody from account managements is explaining to you their policy.  The implementation of this policy is to trick consumer to pay more when they can get the service for free.   Looks like Attorney General type of complaint!
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 07/23/2023

  July 23, 2023
  Ref: ********
  ******* ********
  Dear **************,
  
  We appreciate **. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Upon review of the Service Order, the technician installed and enabled one data port per Hotwire Communication Policy. No additional data ports per the policy will be installed.
  
  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: 08/04/2023

  Sorry for the late response. Yes technician was sent to my condo to add a wifi port. I was told i will be charged but then credited so it will be for free. Thank you for your help in resolving this issue. 

• Initial Complaint

  Date:04/05/2023

  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 technician his name is ********* phone number ************ disconnected my Hotwire service in ****************************************************************************** on Saturday March 18, 2023, as my conversation with the technician he recommended me for him to return my equipment in person in Hotwire warehouse on Tuesday March 21, ************************************************** the mail, I called Hotwire customer service on Wednesday March 22, 2023 to confirm my equipment have been returned, the customer service indicated that the equipment had been returned and the account have been satisfied and closed, 1 week later I received an email indicating my equipment was not received and I was charged a $550 unreturned equipment fee (invoice attached) how is possible that my equipment appears now unreturned after I was confirmed that it was.I have contacted several times Hotwire customer service and in good faith to try to have this unfair fee removed so I'd appreciate your assistant in order to resolve this issue.My tenant ************************* (my account was transferred to her) is my witness that the Hotwire technician ********* retrieved and took my equipment with him.Please do not hesitate to contact me if you need further information Regards ***********************************

  

  Business Response

  Date: 04/18/2023

  ************* ************
  ***********************************
  Dear **************,
  
  We appreciate Mr. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  We have confirmed the customers equipment has been received and the account has been 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

• Initial Complaint

  Date:03/30/2023

  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.

  I live in the *********************** neighborhood in *************  Georgia. Sadly, when the neighborhood was formed they contracted with Hotwire Communications to be the sole high speed internet fiber connection for our community . I am only one of dozens of residents who lost internet for hours on end at least once a week and sometimes more . Many of us work from home or remotely and rely in what was promised to be high speed internet . Today, there was a Hot Wire repair truck several houses down from me in a new construction area . Knowing we already had an all night outage last night I hope the repair man was cleaning up from the night prior . However, as the technician was doing whatever he was doing, my internet went out . I tried to flag the tech but he drove off. I called Hotwire and after speaking to one customer service rep I was transferred another . He then stated they had cleared a previous outage and that everything in the neighborhood seemed fine. I advised him I was one of several customers who are out and he started talking over me and even raised his voice . He then stated that there system would now alert the, of an outage unless ten houses were out. He then told me that he would schedule a technician to come out tomorrow morning but not any sooner . When we can, them back for an update we are now sent automatically ti a message . To make matters worse this company is offering an improved package at a higher place and all of the sudden the outages are becoming worse. This company at best fails to provide a service they are paid to do, at worst they are a scam . I would like them to repair all of the issues in this neighborhood whatever it takes as they clearly are exploring a monopoly they current hold in ***********************.

  

  Business Response

  Date: 04/18/2023

  April, 18,2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Hotwire Technicians repaired the customers service issues on April 4th 2023.
  
  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: 04/28/2023

  [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:03/19/2023

  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.

  Our internet service is constantly going out in the neighborhood. This is not a one-off situation that happened recently. We bought our house 4 years ago and it has been a problem the entire time. Our neighborhood even has a chat page so people can band together and contact them in mass to report the outages in the hopes it will make a difference. It doesnt. All of us who work from home are impacted by these outages. Right now, we have an outage that started last night. There is no estimate of when it will be fixed. After years of problems and complaints there is no solution. The neighborhood is locked into a contract so we do t even have the option of switching to a different service provider. They need to improve the service or let us out of the contract. We pay for a service that is only occasionally being provided.

  

  Business Response

  Date: 03/21/2023

  March 21, 2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **************  comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  Any changes to Service Providers would have to be decided by the property HOA Board which ************** can voice her concerns.
  
  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:03/17/2023

  Type:Product 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 am writing on behalf of my mothers account with Hotwire Communications. Her name is **********************************, and her address is ************* Boca Raton, Florida *******. Her Hotwire account number is ********. Both my mom and I own homes in ***************. Our POA has a contract with Hotwire Communications for our TV and internet services. We are supplied with 2 free HD boxes, an internet router (if needed), and an inclusive TV package. There are no additional out of pocket costs for these services. My mother was erroneously charged for a cable box for years, totaling $566.19 She did not realize the error, but when we discovered it, I helped her contact Hotwire in order to get her a refund via check. Allegedly a check was sent to her, but she never received it. That was months ago. I have been trying in earnest to get a new check reissued to her, but no one is rectifying the situation. I have placed multiple calls both to billing and to our Hotwire representative. I am repeatedly told that the matter is being escalated and that someone will contact me back. I have never received a call back. I again called today and was met with the same lip service about how sorry they are and that they will email the supervisor and someone will call me back within 1 business day. I have requested to speak with a supervisor but no one is ever available. We are very frustrated at this point, and cannot understand why Hotwire will not simply send my mom a check for the mom she was mistakenly charged for years. Basically, at this point, it constitutes theft. I am respectfully requesting that the BBB assist us in this matter in order for my mom to simply get reimbursed for the $566.19. Thank you for your needed assistance in this matter. Sincerely, ************************************** *************

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  After review of the refund request a refund was completed for ******************************* and the check should be received in the next 3-5 business days
  
  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: 04/03/2023

  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/03/2023

  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.

  For the last year and a half I have had Hotwire out to attempt to fix my internet nine times. They continue to say that it is a bandwidth issue and that the infrastructure is outdated. The HOA is in contract with Hotwire, so we have no other options. They refuse to provide adequate refunds, update the infrastructure, or fix the internet service. This has been going on for years in ****** *****, Richmond Hill, GA and residents are being scammed for profit.

  

  Business Response

  Date: 03/03/2023

  March 3, 2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Any changes to Service Providers would have to be decided by the property HOA Board which **************** can voice his concerns.
  
  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.
  
  

  Customer Answer

  Date: 03/23/2023

  [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: unfortunately it may be “up to the HOA” but not really since they are in a $100,000+ binding contact that was established by the home builders that once controlled the HOA. Luckily it does expire in a little over a year which we already have companies planning to build infrastructure. The internet still routinely goes out at least weekly for the entire neighborhood, and most recently, on the 17th for over 14 hours. The higher HQ refuses to acknowledge the local employees request for an upgrade which they say is much needed. Very over priced and they refuse to credit any accounts for outages even though it is within their written policy.

  Regards,
  
  ***********************

  

  Business Response

  Date: 05/01/2023

  May 1, 2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Any changes to Service Providers would have to be decided by the property HOA Board which **************** can voice his concerns.
  
  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.