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:02/15/2023

  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.

  On Jan 9, 2023, Hotwire Communications came to my home to install new services. In doing so they damaged the newly painted lanai floor by dragging mud and dirt across the floor and then dragging furniture across the newly painted floor. This dragging of the furniture left large scratch marks across the new floor. I luckily took a picture after the floor painted (about four days prior) and then took photos of the damaged HotWire caused. These photos were shared with the company via customer service and my HOA. I have reached out to the company many times over the past five weeks. I have called the customer service line, emailed a number of different people and finally took to ******** No one at Hotwire cares.

  

  Business Response

  Date: 03/05/2023

  March 5, 2023
  Ref: ********
  ***************************
  
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  The customers damage was repaired on 2/25/2023. All issues have been resolved.
  
  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,
  Hotwire Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:02/13/2023

  Type:Delivery 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 have been a customer of HOTWIRE COMMUNICATION for the past 5 years, under a contract that was originally stated as a 3-year commitment. Due to the subpar service I have experienced, I have decided to move on to another company with better service. However, I have recently received a bill for $1074.09 for breaking my contract. The company previously told me that my contract was for 3 years and was on a month-to-month basis, but now they are claiming that it was an automatic renewal. I never received any email notification about a renewal of service. A company that promises excellent service and customer satisfaction should not provide poor service and unhappy customers. I have tried to reach out to the person responsible for my account through multiple emails and texts, but have received no response.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  Ref: ********
  ***************
  Dear **************,
  
  We appreciate the customers comments and concerns and sincerely apologize for any inconvenience that they have experienced.
  
  After review from our Hotwire Business Team the termination fee is valid and stated in the terms and conditions of the contract.
  
  Again, we apologize to the customer 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:01/17/2023

  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 sold a condo in June of 2022. The HOA for that condo had a contract with Hotwire communications, so everyone had to use Hotwire for internet and cable, and it was paid through the HOA fees. When I moved, I failed to return my equipment (which apparently costs $221.38). One month after I moved and monthly thereafter, I received an invoice for $221.38 that said in capital letters, in two different locations "**AUTO PAY - DO NOT PAY **" (bills dated 8/26/22 and 9/26/22 attached) which gave no explanation as to the basis for the charge. As I had always paid through my HOA, I figured it was some sort of mixup resulting from the closing and it would sort itself out -- and, again, the invoice says to do nothing, so I do nothing. When the invoices kept coming, I tried to pay online. The website said there was a processing issue and to try later (again, confirming in my mind that there is some issue on Hotwire's end and, again, understanding that all of the bills explicitly tell me "DO NOT PAY", so I again figured the invoices were some kind of fluke). When I received a 5th invoice in November, I finally went to the trouble of calling, holding for a customer service representative and spoke with someone who told me about the equipment fee and confirmed I needed to pay. I then attempted again - multiple times, with multiple payment methods - to pay via the website, but always received an error message. I tried calling and selected the call back option, but whoever called me immediately hung up when I answered the phone. I continued attempting to work with the agent who had tried to help me with the issue in November. Tonight, I called again and was told that this has gone to collections, it is going to impact my credit, it is now out of the Hotwire agents' control, and this "AUTO PAY - DO NOT PAY" and inability to pay online is what happens when you at one point had a card on file. In conclusion - I'm willing to pay! But now I'm concerned about my credit.

  

  Business Response

  Date: 01/27/2023

  January 26, 2023
  Ref: ********
  *************************
  Dear **************,
  
  We appreciate **. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  After contact and review with our collection agency we have confirmed the customer was not reported to the Credit Bureau. The customer was advised and she has fully satisfied her account with payment of the outstanding balance.
  
  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:01/14/2023

  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.

  Channels included in a package i subscribed to are not available for streaming through smart TV apps, specifically, apps broadcasting ********** games which are exclusive to ***** Sports, and on occasions on other channels like *** or ***.I have connected Hotwire communication as my service provider on these apps and authenticated, however when trying to watch content i get a message saying "... Stream not currently available through Hotwire communication" (On *** today, 1/14/2023, earlier this week on ***** sports).Some background:I previously complained about this and was bounced around for months till it was finally resolved and I was able to watch on ***** Sports, however it seems that this issue has now resurfaced and is preventing me and likely many others from watching content they paid for. I hope this is resolved quickly or I may have to initiate a lawsuit, perhaps a class action one, as it is likely affecting thousands of users throughout Florida using smart TVs.

  

  Business Response

  Date: 01/26/2023

  January 26, 2023
  Ref: ********
  ***** * 
  
  Dear **************,
  
  We appreciate **. *****’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  The programing issues have been resolved and customer has confirmed they are working correctly.
  
  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:01/06/2023

  Type:Sales and Advertising 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.

  SINCE HOTWIRE INSTALLED OUR NEW SERVICE I HAVE HAD NOTHING BUT PROBLEMS WITH MY TV SERVICE. I HAVE MADE 6 CALLS AND HAVE HAD 4 TECHNICIANS COME TO MY HOUSE. TO SOLVE MY PROBLEM AND EACH TIME THEY TELL ME SOMETHING ELSE. I AM TOLD TO REBOOT EACH TIME WHICH DOES NOT MAKE SENSE. I ALSO KEEP GETTING LOADING VIDEO SIGNALS EVEN WHEN I AM WATCHING A SHOW. I STOPPED CALLING AS I KNOW WHAT THEY ARE GOING TO TELL ME . I AM NOT THE ONLY ONE WITH THIS PROBLEMS AS SEVERAL OF MY NEIGHBORS ARE HEAVING THE SAME PROBLEM AS WELL AS OTHERS

  

  Business Response

  Date: 01/25/2023

  January 25, 2023
  Ref: ********
  *************************  
  
  Dear **************,
  
  We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Hotwire Technicians were out 1/24/2023 to investigate the customers concerns. The technician was able to resolve the service issues.
  
  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:01/06/2023

  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.

  On December 15th, 2022, Hotwire Installers came to my residence to install the equipment as part of my neighborhood's switch to this provider. Unfortunately, as the installer was lifting the TV to install the equipment, he knocked the TV off of the wall mount which caused the TV to fall and break and it also ripped the wall mount from the wall, causing damage. The field supervisor came out the same day and took pictures and I received a call from Hotwire later the same day to obtain information about the model of the TV. I was told the claims department would contact me in 1-2 business days with a resolution. I have been calling, leaving multiple messages and sending emails to try and get an update - but there has been no return calls and no resolution.

  

  Business Response

  Date: 01/25/2023

   January 25, 2023
  Ref: ********
  ***********************  
  
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Our Claims team worked with ****************** in reference to the damages. He was compensated for the damages and we also offered additional assistance with his new equipment if needed. **. ************* has confirmed the issue is resolved and he is satisfied with the outcome.
  
  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:12/29/2022

  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 called Hotwire Communications on 12/8/2022 to inform them of my upcoming move from ********** Subdivision in Port Wentworth, GA. HOTWIRE COMMUNICATIONS HAS A MONOPOLY ON THAT SUBDIVISION AND I HAD NO OPTION BUT TO SUBSCRIBE TO THEIR SERVICES FOR CABLE AND INTERNET. I explained that I was out of my rental on 12/27/2022 and would no longer need services from that day forward. My billing cycle goes from the 26th of one month to the to the 26th of the next. As such, I believed that by disconnecting on the 27th was the logical date to do so to not be billed for the following month. I had paid through the 26th and would use no services from the 27th on. I was billed for the ENTIRE MONTH on 12/20/2022--over $206.00 for services I will not use on a home I no longer rent. The representative made no mention of the fact that they do not prorate their bills nor did he explain that by requesting the date that I did that they would bill me in entirety for the following billing cycle. I called to resolve the billing issue on 12/29/2022. I was unable to resolve the problem with a representative so I spoke to a supervisor who was unwilling to issue a refund, using semantics and my unfamiliarity with industry terminology as a defense. She argued that my use of the phrase "disconnect on the 27th" was an unspoken agreement that I would pay for the entire billing cycle. I am requesting a refund for the month of services I will not use for a home I do not rent. I am happy to pay a prorated amount for the 26th if necessary (approx. $7.00).

  

  Business Response

  Date: 01/03/2023

  
  January 3, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  **************** billing issues were reviewed and corrected. The account is now 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
  January 3, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  **************** billing issues were reviewed and corrected. The account is now 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:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotwire communications is the internet provider at my apartment. They continually send me emails congratulating me for upgrading my service. Upgrades that I have never made or requested. These upgrades are not free and result in an increase in price. Tantamount to theft. Each time I have to call and get them to cancel the upgrade. They are stealing money from me. I spoke to a representative today to cancel the *** upgrade they did to my account who said it happens all the time, people call in complaining about it every day which I find insane. They are trying to steal money from me. If I didnt keep a good eye on my emails they would have stolen countless dollars from me.

  

  Business Response

  Date: 11/27/2022

  November 27, 2022
  Ref: ********
  ***********************************
  Dear **************,
  
  We appreciate ***********************'s  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  *** **********'s  program upgrades issue was addressed and resolved.
  
  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,
  
  Karen W**********
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:11/16/2022

  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.

  Good evening. I'm a new customer and unfortunately haven't had the best experience with Hotwire Communications customer service department in resolving a billing issue where I am being overcharged as outlined in the attached contract. I entered a contract for new service, service started 11/01/22, for a fixed price for the first year and then a fixed price for the second year. I received my first bill that did not reflect the contracted price, and I was billed an inflated price of $335.89 when I should have been billed $199.99 and $20 for enhanced internet. I spoke with Hotwire Com. representative ******* on 11/07/22 @ 629pm for 22 minutes; she advised the issue would be corrected within 48hrs per our conversation. After not seeing the amount due update on the online account, I contacted ********************** again on 11/14/22 @ 744pm and spoke with ******* for ******************************************************************************************************************************* within 24hrs. On 11/16/22 @ 825pm, I did receive a call from a supervisor *********. I emailed her the contract at ********************************************** and she received and reviewed it. The supervisor advised she was updating the billing and would call me back. As of 8:50pm on 11/17/22, I haven't received a call back and the billing hasn't updated. I tried calling Hotwire's customer service number and can't reach a representative at this time. I am writing this in an attempt to resolve this important matter as the bill I received is incorrect and does not abide by the terms of the contract. Your prompt attention to review this matter and your anticipated prompt response will be greatly appreciated.

  

  Business Response

  Date: 11/27/2022

  November 27, 2022
  Ref: ********
  *****************************
  Dear **************,
  
  We appreciate Mr. **********  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Mr. ********** billing issues were investigated and are now resolved. ********************** was made aware of the corrections.
  
  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: 12/05/2022

  [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:
  

  12/05/2022

  Good evening and thank you for looking into and following up on this important matter.  I appreciate ******** prompt attention into investigating this matter, however, it hasn't been resolved.  I received a call from a ****** representative that the matter was resolved and my payment would be for a total of $276.34 due on 11/24/2022. As a 11/24/2022 approached, I called in again and spoke with a representative as the balance the on-line account and when dialing in reflected the higher incorrect amount.  The rep. ensured me that it was $276.34 and the account would be updated to reflect it.  I paid the $276.34 on 11/24/2022.  As of the time of writing this response, 12/05/2022 at 9:36PM EST, the account is still reflecting now a past due amount of $59.55 on-line (attached) and when I called in at 9:26pm today on the phone balance.  I would appreciate if the matter would be further reviewed and the correct amount updated and reflected on the account correctly per the contract. 

  Thank you once again for your time in this important matter.

  Respectfully,

  *************************;

   

  

  Business Response

  Date: 01/08/2023

  January 8,2023
  Ref: *************************************
  Dear **************,
  
  We appreciate Mr. **********  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Mr. ********** billing issues were investigated and are now resolved. We have made several attempts to contact ********************** to advise but have not been able to contact him. 
  
  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: 02/02/2023

  [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:
  
  

  Good afternoon and thank you for your follow-up.  Unfortunately, the bill remains incorrect to date. I reviewed my bill dated 02/01/2023 online today and it remains the incorrect price of $275.19.  Per the agreement initially attached, I am supposed to be charged $199.00 per month plus taxes for the first 12 months. I'm not being charged the bundled price and the bill remains incorrect on-going. Please call me at ************, and I appreciate your attention in this matter. 

  Respectfully,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/29/2023

  March 29, 2023
  Ref: ********
  *****************************
  Dear **************,
  
  We appreciate Mr. **********  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Mr. ********** billing issues were investigated and are now resolved. We have made several attempts to contact ********************** to advise but have not been able to contact him. 
  
  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:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the ice president for **** **** of ************ condo association. We have major internet service issues in our community. We are guaranteed in our contract wireless 300 MB upload and 300MB download speeds over. WI-FI.In my home I receive speeds that effect loading of ********** among everything else. The speeds are slow through my entire residence with the exception of a few pocket locations.Previously I had ******* and never had a WI-FI service issue with signal loss. I have had technicians, supervisor & lead tech come out and blame my microwave in my kitchen my wooden walls, my closet and, everything under the sun including my devices themselves for my service issues. Almost ALL my devices are the latest models available (including 2 ******)I have purchased additional **** equipment at my own expense to fix the issue ( I was told by Hotwire reps that it was needed). My service issues are strong worse original is so poor that every time I go t the ***** store on my ****** 13 Pro *** I have to retry. I use WI-FI for calling and constantly miss wireless phone calls. I have to manually check my phone every 15 minutes.Its at the point that every employee that comes out blames something different. We are scheduling a community budget meeting and I will solicit info from additional residents as we have had the service since late January. Did to a home remodel I had the service installed approximately for 90 days. I all the issues point to the quality of equipment your company uses for internet service. The EERO equipment is flawed and weak. There are hundreds of complaints to ****. Reading BBB complaints I see many are about the same service issues. I'm responsible for the happiness of 170 units. Unfortunately or board was not involved in the the 10 year contract decision to choose your service. I need results! I want to now how your company will be addressing these service issues. I expect service improvements. See photos for verification.

  

  Business Response

  Date: 11/18/2022

  November 18, 2022
  Ref:********
  *****************************
  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Our Account Management Team is reviewing his concerns and will investigate the issues.
  

  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,
  Karen W************
  Escalation Manager
  Hotwire Communications, LLC