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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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, Ltd.

  PO Box 1187 Bala Cynwyd, PA 19004-5187

  
• 

  Hotwire Communications LLC.

  2100 W Cypress Creek Rd Fort Lauderdale, FL 33309-1823

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:11/02/2022

  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.

  Hotwire has numerous outages that aren't resolved quickly. Usually, there is no bad weather involved either. Hotwire is my building's provider, and although I have not been a tenant for long, there have been outages on a regular basis. Once, I was out of wifi for 6 days because the technician did not show up within the time frame multiple times. I was not able to get a technician until someone else covered my area. My modem was replaced and, behold, a week later I am having outages again. I've had to cancel hours with clients due to the outages and I cannot study when service is out - this impacts my schoolwork greatly.I would like this issue resolved and a credit on my account for the days I've had disrupted or no service.

  

  Business Response

  Date: 11/10/2022

  November 10, 2022
  Ref:********
  ***********************
  Dear **************,
  
  We appreciate ******************'s comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  Hotwire Technicians did resolve the service issue.  As a courtesy we have added a credit to 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,
  
  Karen W*********
  Escalation Manager
  Hotwire Communications, LLC

  Customer Answer

  Date: 11/16/2022

  [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:11/02/2022

  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.

  My cable provider is Hotwire communication. One of the channels in their lineup is called ***** Sports. This is also the only channel EXCLUSIVELY broadcasting ********** games, as well as other Florida sports teams' games. This content is not available anywhere else (for Florida residents) except on this channel, nit even if you have a paid subscription to the *** such as *** League Pass. Someone at Hotwire responsible for channel availability apparently decided we should not be able to watch ********** games using streaming devices such as on smart TVs, a phone app or even directly on ****** website.I was able to streem **** games before but now cannot. This is not a technical issue on my end (I am very technical and have gone through all the troubleshooting scenarios. It is also nit an issue with Bally as I confirmed with them more than once. The issue is with Hotwire. I contacted hotwire several times and spoke to multiple service reps, and got lits of misleading and inaccurate information. As a Florida resident, and a paying subscriber of a Florida cable provider I should be able to access this channel via streaming and considering it is the only channel where Florida sports can be accessed, it is highly likely this is also against the law and could be base for a class action lawsuit. I strongly suggest you look into this and resolve this issue ASAP. I may be looking for additional compensation for preventing me from accessing this content as well as my time and aggravation. I hope that helps any other Hotwire communication customer experiancing a similar issue.

  

  Business Response

  Date: 11/15/2022

  November  15, 2022
  Ref:********
  *****************;  
  
  Dear **************,
  
  We appreciate *********************** comments and concerns and sincerely apologize for any inconvenience he has experienced.
  
  After review of **********************'s account the programming issue was 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:10/29/2022

  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.

  Hot wire cable laid new fiber optic cable on our property ( *********************************) but never buried the cable....cable laying curled aboveground like a garden hose for 5 months... landscapers have damaged it as well as hurricane Ian ...service goes out with regularity. I have complained for several months to various different employees of this business please bury the cable so that our service doesn't get continually interrupted. I have no cable or Internet with alarming regularity and my job performance has suffered I would like a resolution of a bill adjustment and for them to install the cable correctly in the ground so that it is not a danger to Neighborhood and that everyone will have service that is reliable. This business charges me every month for service that is spotty at best, frustrated with the rudeness and incompetence of this company, I have asked them to make an bill adjustment MANY times and have been ignored and hung up on.

  

  Business Response

  Date: 11/10/2022

  November 10, 2022
  Ref: ********
  *************
  Dear **************,
  
  We appreciate ***. ***'s comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Hotwire Technicians will be out on Tuesday November 15, 2022  to bury the exposed wires. As a courtesy we have added a credit to 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,
  
  Karen W**********
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service 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 Communications has created a monopoly in our community as they are the only ISP we can get. We pay $86/month for service and $42/month as an infrastructure fee that is mixed in with the HOA fee, so whether you have their terrible service or not, you still pay their ridiculous infrastructure fee. The current problem, aside from that, is that there was a service outage yesterday for over 14 hours. When I did a live chat with them yesterday the agent told me to call in after service was restored to ask about a credit. But, when calling the only number they provide, I get a recording saying there is still a service outage (which there is not), tells me to reach to them online (even when there is an internet outage). I reached out online again today to live chat for them to tell me that they do not provide credits for a service outage. I have requested a supervisor call me directly to explain their poor customer service and business practices, I am still waiting for that call. I do not understand how a company can charge for a service, not provide it, and then not offer a credit. This company does nothing by steal money from their customers and I don't know how the CEO sleeps at night. I am sure their next step will be to send me their generic letter from Karen W***********, Escalation Manager like she has on all of the other BBB complaints. But, that is not going to do it for me. If I had any other option in this neighborhood, I would go with it, but unfortunately I am stuck dealing with their nonsense.

  

  Business Response

  Date: 09/23/2022

  September 23,2022
  Ref: ********
  *************************
  Dear **************,
  
  We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  **. ******* service issues were related to an outage at the property which is now resolved. As a courtesy the customer was issued a credit for Internet Services and equipment.
  
  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

  Customer Answer

  Date: 10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/08/2022

  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.

  My complaint is about the service or lack thereof. First of all this company claims to be open 24 hours a day but it is impossible to connect with an agent. The internet and cable went down in my house 6 hours ago. We have kids that attend virtual schooling and we others that work from home that depend on this service. We have attempted to contact Hotwire to get information as to what is causing the outage. When the service might be restored , etc and we have not been able to reach anyone. Their live chat only sends an email. It seems that they are purposefully not providing the customers with an update. Internet services nowadays is a necessity not a nice to have. At the very least, they should offer the services that they advertise.

  

  Business Response

  Date: 09/16/2022

  September 16,2022
  Ref: ********
  *********************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  **************** service issues were related to an outage at the property which is now 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:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid-May 2023, I contacted Hot Wire to have my services disconnected on May 30, 2023 the date in which my house was being sold. HotWire asked for proof that I was not moving into another Hot Wire serviced area and I promptly emailed them the documentation that my new address was not serviced by Hot Wire. I contacted Hot Wire again and they assured me that I would not be charged any early disconnect penalties and equipment charges as I had satisfied their request with the documentation that I submitted. On approximately June 6, 2023, I reviewed my final bill on line and in fact I was charged an early disconnect fee and I asked them to send me a check for the overpayment because they had already debited the funds from my checking account. After at least 50 calls/chat sessions, I was informed that the payment would take approximately 4-6 weeks to process. Here it is today August 23, 2023 and I have still not received the payment for $277.20. It amazes me that Hotwire is so quick to withdraw money from a person's bank account but it is next to impossible to have them refund those monies expediously. Waiting for over 2 months for a refund when it was totally their error is ridiculous. I would like to charge them for my time and interest penalties as they would do to me if I made a late payment.

  

  Business Response

  Date: 08/28/2022

  August 28,  2022
  Ref: ********
  *************************  
  
  Dear **************,
  
  We appreciate ****************  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  After review of **************** account the billing dispute was resolved. A refund check was mailed August 22, 2022.. 
  
  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

  Customer Answer

  Date: 08/30/2022

  [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:

  Hotwire doesn't acknowledge in their response that they wrongfully overcharged me $270.00 when I furnished all the required documentation in Mid-May and because of their poor customer service and the hours and hours of time I took to resolve this issue, it took them 2 1/2 months to get me a refund.  I am requesting late fees and penalties at the same amount that Hotwire would have charged me for not making payment for 2 1/2 months.  I am happy to file a formal complaint within the appropriate court that has jurisdiction over this matter.  Penalizing customers when the customer did absolutely nothing wrong and making them wait for a refund for 10 weeks is beyond an acceptable business practice.  Hotwire should be ashamed of their business ethics and their ability to assist customers especially since the mistake was on the part of Hotwire and not the customer.  The company's business practices and their level of care for their customers is beyond revolting.
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 09/26/2022

  September 26, 2022
  Ref: ********
  *************************  
  
  Dear **************,
  
  We appreciate ****************  comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  After review of **************** account the billing dispute was resolved. A refund check was mailed August 22, 2022. ************** did not incur any late fees or penalties while the billing dispute was researched.
  
  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:08/10/2022

  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.

  We ordered internet service for our new home over 4 months ago from Hotwire Communications. Hotwire delayed our scheduled installation date to their conflict of schedule. A couple weeks later they set up the install and afterwards we noticed a thick black wire running from the side of our home across the side lawn and throughout the backyard. We called and asked them about a live wire running across our lawn and they promised to send someone immediately to bury the cable. After approximately 15 subsequent phone calls and 8 scheduled appointments, we have yet to have had this problem resolved. I was given every excuse in the book; one installment agent told me that he was sick a couple of times. Another told me that it was raining and another even told me it was too hot outside. To make matters worse, we have family and friends over and one of the kids tripped over the cable and got hurt. I immediately called again to request the cable get buried and 3 installment agents came to my house and were in a huddle. They all looked at me and said they didnt have the equipment to bury the cable. They then said the only way I was going to get someone to bury the cable is to complain to corporate headquarters. We are in a forced contract within our community to do business with this company otherwise I would stick with my ********. Please finish the job you have been paid to do.

  

  Business Response

  Date: 08/14/2022

  August 14, 2022
  Ref: ********
  *****************
  Dear **************,
  
  We appreciate ****************'s comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  The customers fiber was repaired and buried on Friday 8/12/2022. The issue has 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,
  Karen W***********
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:07/19/2022

  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.

  Account #******** On May 2022 I contacted all my servicing providers including Hotwire letting them know I was moving to another location that unfortunately they do NOT service. I requested service to be turn off by June 15, 2022. I am not getting a past due July bill in the amount of $22.46 of which they did adjust most of the bill, they adjusted 167.85 but they are still billing me for $22.46. We have great credit ratings and this is NOT acceptable. This bill is for service dates of June 15 through July 14, 2022. I need this amount adjusted as I was no longer living at this location and I did pay June Bill on 6/17/22 in the amount of $189.49. No one was able to explain why this is a small amount I owe. They said it was taxed then Brianna, Katie and Javier all stated it not taxed. I have not been able to get a supervisor to call me. 

  

  Business Response

  Date: 07/28/2022

  July 28,  2022

  Ref: ********
  ****** ***** 
  
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  After review of ****************** account the billing dispute was resolved. The account is now clear of any charges. 
  
  Again, we apologize to ************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
  
  Please do not hesitate to contact me if you require any additional information. Thank you.
  
  Best Regards,
  
  Karen W************
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:07/14/2022

  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.

  Customer name: ************************* Account number: ******** Service address: ********************** Haines City, Florida ************** Services: Cable-Internet On June 03,2022, I called Hotwire Communications to cancel my service due to moving to a new address (purchased a home at ************************ Davenport, FL  *****). During this call I found out that my account was under a contract for 3 years. This was news to me as this important fact in my account was not communicated to me upon signing up for services. The agent on the phone communicated that I could provide proof of my property deed in order to avoid paying an early termination fee. The reason for this is due to my new address in Davenport being located outside their coverage area; therefore, early termination fees do not apply. This same day I proceeded to send all necessary paperwork to email address provided by the agent (email: [email protected]) On June 14, 2022 a large debit for $965.13 was charged to my checking account from Hotwire communications. On June 15, 2022 I called to dispute charges, and I discovered these charges were pertaining to an early termination fee for request to disconnect services. The agent on the phone stated that charges would be refunded to the account, after being reviewed by a supervisor. On June 27, 2022 I called to follow up on my credit given that this was still NOT refunded to my account. On this call I found that the agent did not submit for refund as was requested by me on the previous call. On June 30, 2022 I called once again to follow up on my claim and the agent was rude on the phone, stating that he did not see any request for refund. At this point I requested to speak to a Supervisor; however, after a period of waiting for a management member, the agent advised that I would receive a call from a supervisor at a later time the same day. On July, 14, 2022 I called the company again to follow up on my request for refund, and this has not been executed. Unable to speak to sup.

  

  Business Response

  Date: 07/21/2022

  July 21, 20222
  Ref: ********
  *************************
  

  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  After review of **. ********  account the amount was credited back to her acct and there is no balance due .
  
  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:07/12/2022

  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.

  Service is terrible with days not having service. Internet service is out on a weekly basis lasting at least 24 hours or more. The builder contracted with this fiberoptic company in 2007 so we have no choice on other internet services. The customer service is terrible, rude with no updates. We want to get out of our contract. I have lived in my townhome since 2018.

  

  Business Response

  Date: 07/14/2022

  July 14, 2022
  Ref: ********
  *********  *****
  
  Dear **************,
  
  We appreciate ************'s 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,
  Karen W***********
  Escalation Manager
  Hotwire Communications, LLC