Complaints
This profile includes complaints for Hotwire Communications, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 106 total complaints in the last 3 years.
- 36 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2022
Type: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 HOA has cancelled the contract for Satellite TV and Internet with Hotwire Communications due to poor service. As a result of being installed by our new provider, per Hotwire's request, I called and cancelled them and returned their equipment. I called HW 3 days ago and was greeted by the message of we had a balance of $154.90, Past due balance 0 dollars and our "service was disconnected due to a past due balance and is due immediately". This message is still there. I spoke to Eric and he said he was going to bring this up at a meeting later that day an call me back. He never did, surprise surprise. This MUST NOT affect my credit and this message needs to be corrected accordingly. I have filed a complaint on this with the State of Florida. I printed a complaint to be filled out and sent to the state of Florida's Attorney General. I will do this forthwith. Thank you.
Business Response
Date: 07/18/2022
July, 18,2022
Ref: ********
************************
Dear **************,
We appreciate **. **** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of **. **** account the unreturned equipment fee has been removed from the account.
Again, we apologize to ********** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
Please do not hesitate to contact me if you require any additional information. Thank you.
Best Regards,
Karen W**********
Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 07/26/2022
[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: I am not **********...I am *******************...typical Coldwire...
Regards,
***************************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 account was backdated and there is a zero balance now 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,
Karen W*************
Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:07/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a 1 year rental agreement at the apartment *** ******** ***. Apt. ****, Miami, Florida *****. When I first moved in, the Hotwire Company had not brought any new equipment, stating that I would be using the same equipment as the prior tenant.I made a phone call on June 7th, 2022 to the Hotwire Communications company informing that I will be disconnecting my services effective June 17th. During the phone call, I had confirmed with their representative that neither scheduling an equipment return nor a fee would be applied as the owner will be taking over the unit.The June 21st statement (Statement pdf included) included a number of entries for the disconnection of the service along with reversed charges, indicating that the representative was true to their word and no further charges would be applied to the account.On July 5th, three weeks after moving out, I received an email concerning the fact I would be charged $250 for unreturned equipment. (Email pdf included) This was contrary to what was originally stated by the Hotwire Communications company representative. At this time, I was out of the country with no physical access to the unit making it impossible to return any equipment.I had called Hotwire Communications, only to be stonewalled by phone representatives, ridiculed by supervisors, being placed on hold for over an hour at a clear attempt to get me to give up.Please help me right this frustrating situation Better Business Bureau and reverse the $250 wrongful charge.Business Response
Date: 07/28/2022
July, 28,2022
Ref: ********
************************
Dear **************,
We appreciate **. ***'s comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of **. ***'s account the unreturned equipment fee has been removed from the account.
Again, we apologize to *** **** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
Please do not hesitate to contact me if you require any additional information. Thank you.
Best Regards,
Karen W*************
Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 07/29/2022
[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:06/30/2022
Type: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 lived at ************* - ****************************, Miami FL******* - for over 5 years and was using Hotwire Communications for internet services. During that time, I always paid my internet bill on time as I had auto-pay set-up on my account. I called Hotwire Communications on May 27, 2022 to let them know that I would be moving out of the community on June 6, 2022 and needed my service to be canceled on that date. On June 20, 2022, I was charged $110.68 which is the same amount I was paying every month before canceling the service. On June 30, 2022, when I realized I was charged $110.68, I looked for the bill in my e-mails, but did not find anything. I proceeded to log-in the account online to see if I could find an explanation in my bill of why I was being charged, but all the billing info (even for prior months) had been deleted. I started a chat communication with Mel K., a "Customer Service Representative," who after taking approximately half hour and asking me a series of strange questions, told me that I was being charged for the entire month of June because they "do not prorate." I explained I was not told that when I called to disconnect, but he said "that is the process." I have never been charged for services after I have canceled them, which I think is an outrageous and unfair business practice.Business Response
Date: 07/11/2022
July 11, 2022
Ref: ********
*********************
Dear **************,
We appreciate ************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
The billing escalation is being researched and we are working on a resolution.
Again, we apologize to ************** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
Please do not hesitate to contact me if you require any additional information. Thank you.
Best Regards,
Karen W**********
Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:06/27/2022
Type: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.
This Business should have refunded me 54.71,after i returned the equitment.I keep getting a different story each time i ask for the money.I have talked to the company over 4 times each time i get another story. I live in florida 6 mo. and in indiana during the summer,Business Response
Date: 07/06/2022
July 6, 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 request was submitted on July 1, 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, LLCCustomer Answer
Date: 07/15/2022
[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:They were contacted May 4th;Four times in june and the first of july.
Regards,
*************************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. A refund check was mailed to **************** on July 28, 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
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