Business Profile

Cable TVs

Zito Media

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Zito Media's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

571 total complaints in the last 3 years.
156 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/07/2022
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 have had Zito media for about 3 years now and its been as they say an up hill battle with them. We have upgraded our services so many times to see if there will be any improvement, but we still get the unsatisfactory and false advertising of what the company says it can do. We call and all we get is we will get a maintenance technician in your area to look at thingsit never gets resolved and we continue to still have issues. I personally believe they dont actually send someone out or dont know how to fix the issue. To go into more details we recently upgraded our service to **** mbps download and 25 upload speed that **** said it can perform in our area now and they solely cant. We get a fluctuating signal from 10 to 300 mbps and can barley get a **** mbps upload. This is no better than any of the other plans we have had over the three years with the same story of maintenance technician needs to come to the area. This business false advertises what it can perform to sell a product they have no capability of giving. Its very frustrating though and this company needs to be held accountable as I see many other complaints across the internet of their company and from people I know.
Business Response
Date: 10/21/2022
Zito Media
102 *********
***********,** 16915

BBB serving Metro Washington DC and Eastern ************
1880 **********************************************., Suite 1330
************,** 19103

Re: Chance *******
Complaint ID: ********

To whom it may concern:

This is in response to the BBB complaint ID: *********** do apologize for the issuesChance ******* has been experiencing with his internet services. We reached out to Chance in regards to these issues and they stated that after the technician came out everything has been working. I let them know if they have any issues to let ** know.

Should Chance ******* have any questions or concerns he can call me at ************.

Sincerely,

*********************
Customer Advocate
************************** ** why here...
Initial Complaint
Date:10/07/2022
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 have been having continuous internet issues for months. I call often to report them, I am always told that it is an area issue and they are working on fixing the problem. Over the past month the interruptions have been awful! I work from home with health care, my calls with patients are being dropped due to the poor connection! This is uncalled for as often as it has happened. I was offered a ten dollar credit to my bill for 3 months but what I really need is the internet issue fixed, my job requires it! I have had to take time off because of not being able to work!!! The staff I speak with on the phone are generally friendly but the issue is not getting resolved! I feel that after this long the issue should be fixed, no one gives you updates to the progress as to when it will be fixed or why it continues. Unfortunately in the area I live I am limited on an internet supplier.
Business Response
Date: 10/17/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: ***************************
Complaint ID #: ********

To whom it may concern:

This is a response to follow up for complaint #******** . We do apologize for the issues *************************** has been having with Zito Media.We tried reaching out to ****** in regards to these issues but was unable to reach her so we left a voicemail to call back. We do have maintenance scheduled to go out to the area and adjust the US SNR. We also applied a credit on the account for the issues she has experienced.

Should *************************** have any questions or concerns, we can be reached at ************

Sincerely,

Teddi K*******
Customer Advocate
Zito MediaTell why here...
Customer Answer
Date: 10/18/2022
[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 attempted to call back to speak with someone early this AM, the message was left for me yesterday, and unfortunately was still told that they have a technician to be addressing the issue. I am still having issues with the internet connection as I dropped more calls with patients late yesterday afternoon and again this morning. I personally am not as concerned about the credit given. I do not feel that this should be closed until the actual problem is fixed. That was my only reason for submitting this claim, as I am always told the same thing someone is working on it. This is my job at hand, if calls continue to be dropped with patients because of the internet connection it is very poor care. Please help me get this issue resolved so I can complete my job and take care of people the way that they deserve!

Regards,

***************************
Business Response
Date: 10/21/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re: ***************************
Complaint ID #: ********

To whom it may concern:

This is a response to follow up for complaint #******** .We do apologize for the issues *************************** has been having with Zito Media. We tried reaching out to ****** in regards to these issues but was unable to reach her so we left a voicemail to call back. We do have maintenance scheduled to go out to the area and adjust the US SNR. We also applied a credit on the account for the issues she has experienced.

Should *************************** have any questions or concerns, we can be reached at ************

Sincerely,

Teddi K****
Customer Advocate
Zito MediaTell why here...
Initial Complaint
Date:10/03/2022
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.
Zito Media took over from Country Cablevision in June 2022. When **** sent my a bill it was for $619 - which is over double what I owed. I sent copies of my cleared payments to Country Cablevision showing I only owed for July and August 2022, but despite shutting off my service (after they prrimised they would not until my billing issue was cleared uo), they continued to bill me even after service had been turned off. (They also told me I would not owe anything until my billing issue was cleared up.) They never returned my phone calls or adjjusted my bill despite numerous calls and visits to Zito Media to solve my billing complaint, **** shut off my cable and internet and still has not adjusted my bill. They also reported me to credit bureaus. I need internet and cable as I *** an *** ***** business and teach online from home.
Business Response
Date: 10/15/2022
Zito Media
102 *********
***********,** 16915

BBB serving Metro ************* and Eastern ************
1411 ******** 10th Floor
************** 2005-3404

Re: *********************************
Complaint ID: ********
October 15, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the frustration ******** has been facing in getting her billing situation resolved. Looking into the account I can see ******** has called multiple times in which each time we have told her she needs to send her proof of payment to our support email as we do not have access to any of Country ****************** At this time we still have not received the copies of the proof of payment. ******** is currently on a soft disconnect which is just a service block done remotely. We will be able to life this block once we receive ********* proof of payment, or when ******** pays the balance due.
Should ******** have any additional questions, we can be reached 24/7 at **************.

Sincerely,

*********************************
Escalations Coordinator
Zito Media LLC
102 **************
*********** ** 16915

Customer Answer
Date: 10/19/2022
[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: 18157439

I am rejecting this response because:
I have sent copies of my bank statements five times, yet every time I call, the company says they haven't received them.i went to the company on person last week and they had no record of receiving bank statements, yet I showed them on my phone that they were emailed multiple times. I will be printing out the emails and phone log that I contacted the company dozens of times and mailing them a copy. They are no longer open Saturdays and I've already left work as a special education teacher 3 tines to try and take care of this. I've had no TV service since the new modem in August and called the company many times about this and got shut off from service Sept 15, but am still charged. I do not owe what they told me I do. The company told me not to worry about getting disconnected and specifically told me many times notto pay my bill until it was cleared up. It is still not cleared up.

Regards,

*********************************

Business Response
Date: 10/25/2022
Zito Media
102 *********
***********,** 16915

BBB serving Metro ************* and Eastern ************
1411 ******** 10th Floor
************** 2005-3404

Re: *********************************
Complaint ID: ********
October 25, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the frustration ******** has been facing in getting her billing situation resolved. Looking into the account I can see ******** has called multiple times in which each time we have told her she needs to send her proof of payment to our support email as we do not have access to any of Country ****************** At this time we still have not received the copies of the proof of payment. With ******** stating she has sent them multiple times I would like to request ******** forward me a copy directly to ******************************************** to ensure this gets taken care of properly.
Should ******** have any additional questions, we can be reached 24/7 at **************.

Sincerely,

*********************************
Escalations Coordinator
Zito Media LLC
102 **************
*********** ** 16915
Initial Complaint
Date:09/22/2022
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.
The service is terrible. The service works intermittently. When you call customer service you get a recording stating that they are aware of an issue in the area. This happens several times a week. Unfortunately they are basically the only option.
Business Response
Date: 09/27/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1411 K St. NW 10th Floor
*Washington DC 2005-3404

Re: ******* *******
Complaint ID: ********
September 27th, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the issue’s ******* is having with our internet service. I investigated *******’s account and found that her whole apartment building is having the same issues with the internet. I put maintenance in and escalated this to the technician operations manager to get this taken care of. As of right now we are working on getting the whole apartment building back up and running. I tried calling ******* to inform her I am working on getting these issues resolved but I got no answer and could not leave a voicemail as ******* does not have one set up. However, I was able to send ******* an email with this information in hopes it would still get to them.

Should ******* have any additional questions, we can be reached 24/7 at ###-###-####.

Sincerely,

Tiana B*****
Escalations Coordinator
Zito Media LLC
102 S. Main Street
Coudersport PA 16915
Customer Answer
Date: 09/28/2022
[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 ********.

Regards,

*****************************
Initial Complaint
Date:09/22/2022
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.
On Saturday 9/17/22 our fiber optic cable internet stopped working. I called Zito Media and they were unable to get it fixed remotely. They scheduled a technician at the "earliest" time they could, between 10 a.m. and 2 p.m. on 9/20/22. 9/20/22, no technician showed up. I called more than once before 2 p.m. and they told me there was nothing they could do until they were hour past the 2 p.m. time. I called at 2:45 p.m. and was told the ticket was closed. They had sent a technician for coax cable and not fiber optic. They did not call and tell me this, they have the information in their system for the type of service I have. They failed to schedule the correct technician, they failed to call me to reschedule. The "earliest" possible time they could then schedule was 9/21/22 between 1 p.m. and 5 p.m. They refused to adjust their schedule due to their own mistake. Yet you will see below they were able to the second time. The technician showed up at 1:18 p.m., pulled into my driveway, walked to the side of my house, then proceeded to leave. I called 4 times after this and they told me only that the ticket was open and they were unable to contact the technician until after the 5 p.m. time he should have been there. The technician told them he knocked and no one answered. This was absolutely false. We watched him pull in from the front window and then heard when he left. We were waiting for him to knock and he never did. At this time they scheduled for 8 a.m. 9/22/22. I have been without internet for 5 1/2 days. Internet is a condition of my employment and this has prevented me from working. They offered to credit our bill for the days the internet was out...$6, which is not representative of 5 1/2 days when we pay $62 per month. In those 5 days this has cost me over $1,100 in lost wages. They have completely failed to provide the service they are charging for and refuse to even contact their technician when it is requested for an update.
Business Response
Date: 10/04/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1880 John F. Kennedy Blvd., Suite 1330
Philadelphia, PA 19103

Re:**** ******
Complaint ID #:********

To whom it may concern:

This is a response to follow up for complaint #********. We do apologize for the issues **** ****** has been having with Zito Media. We were able to get the services back up and running for ****. We do see that she had two work orders in order for that to happen. Due to this being our fault we will go ahead and apply a credit of a half months bill on the account.

Should **** ******have any questions or concerns, we can be reached at 800-365-6988

Sincerely,

Teddi K****
Customer Advocate
Zito MediaTell us why here...
Initial Complaint
Date:09/16/2022
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.
In April and may of this year,2022. We never got a bill and no money was billed to our acct. for auto payment. We called several times finally talking to a person who said we owed nothing for those mth.s that it was zitos fault that their billing system was down. The end of may we received a bill for only $1.00. In aug. we got a bill for an extra $253.00. We asked to set up a payment of $10.00 a mth. They said whatever we pay we will be charged a late fee if not paid in full. Im dissabled and on s.s. My wife is unable to work. This is being made our fault at our expence. This is not a better business. Not even a good one. Everyone should know this.
Business Response
Date: 09/20/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1411 K St. NW 10th Floor
*Washington DC 2005-3404

Re: ***** ********
Complaint ID: ********
September 20th, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the issue’s ***** is having with our billing service. I investigated *****’s billing issue and I found the error back in his August statement. I emailed this over to our billing department; they are going to correct the error and zero out *****’s account. As of right now he is all caught up on his bill. I called and talked to ***** to let him know that everything is good to go.

Should ***** have any additional questions, we can be reached 24/7 at 1-800-365-6988.

Sincerely,

Tiana B*****
Escalations Coordinator
Zito Media LLC
102 S. Main Street
Coudersport PA 16915Tell us why here...
Initial Complaint
Date:09/06/2022
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 have contacted Zito Media numerous times regarding outages. First I was asked to provide the serial and mac numbers on the back of the modem. After providing this information numerous times, and being placed on hold 45 minutes, I was told the problem would be escalated to a supervisor who would call me within 10 minutes. Having not received a call within an hour, I called again and this time was told there was an outage. Called again 3 days later, still told there was an outage and was refused the phone number for the corporate office. Zito Media has a history of ignoring customer complaints. And there response to the BBB is always that they have resolved the issue when they have not. They reply with the same canned response "we have resolved the customers issue".I do not believe this to be an outage issue. I want my service restored and I want credit for each day I have been without service.
Business Response
Date: 09/08/2022
9/8/2022
Zito Media
102 S Main St
Coudersport, PA 16915
To Whom it May Concern,
This is in response to complaint #********. We do apologize about the reported service issues that the customer has been experiencing. This week our technicians in the area were working on a Fiber break impacting service. While the customer was calling in our agents were notifying ******** she was impacted by the Fiber outage. While the customer was being impacted by the Fiber break, she also has an issue directly at the home. We spoke with Ms. Hearn via phone today and got a work order scheduled for Friday, September 9th from 8a-12pm. We will follow up with the customer after the appointment to verify that services are working.
The customer indicated that she has been down since Saturday, September 3rdt – We have applied appropriate credit to the account for those days. We do apologie about the service interruptions. We hope to have this resolved in a timely manner. If the customer has any further questions, we can be reached at 1-800-365-6988.
Sincerely,
Daniel S******
Escalations Coordinator
Customer Answer
Date: 09/13/2022
[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 they did someone out to rectify the outage. I have no way of knowing if the credit was issued until I get my next bill.
Regards,

***********************
Initial Complaint
Date:08/29/2022
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.
Zito media failed to locate utilities from ******** one call and the cable line was cut as a result of this and the company fails to do anything. Zito media is completely incompetent. Report has been filed with Missouri One Call. ******** one call ticket states **** marked utility and **** never located.
Business Response
Date: 08/08/2022
Zito Media
102 *********
***********, ** 16915

BBB serving Metro ************* and Eastern ************
1411 ******** 10th Floor
************** 2005-3404

Re: *****************************
Complaint ID: ********
August 8th, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the issues ******* and ***** are having with our service. I talked to the technician operation manager,I got maintenance set up to get their cut line replaced and buried. I talked to ***** to let him know what is going on, I told him I would keep him updated on the maintenance and I will make sure this gets done.

Should ******* or ***** have any additional questions, we can be reached 24/7 at **************.

Sincerely,

***********************
Escalations Coordinator
Zito Media LLC
102 *********************************************************
Business Response
Date: 08/30/2022
Zito Media
102 *********
***********, ** 16915

BBB serving Metro ************* and Eastern ************
1411 ******** 10th Floor
************** 2005-3404

Re: *****************************
Complaint ID: ********
August 30th, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for the issues ******* and ***** are having with our service. I talked to the technician operation manager, I got maintenance set up to get their line buried. I talked to ***** to let him know what is going on, I told him I would keep him updated on the maintenance and I will make sure this gets done.

Should ******* or ***** have any additional questions, we can be reached 24/7 at **************.

Sincerely,

***********************
Escalations Coordinator
Zito Media LLC
102 *********************************************************
Initial Complaint
Date:08/25/2022
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.
Ever since Zito Media bought out ********************* the service has been terrible there is no one in the local office at anytime when i went to pay my bill the line technician that was there said the office person had left to go to the dr for me to put my check in an envelope and put it in the receiving box i did exactly that my check has not been cashed no one is ever there i tried calling the service number all i get is an answering service that is paid to receive calls so the company can say that they did not here the complaints. we have lost channels since they took over and internet is bad signal comes and goes something needs to be done its almost like a scam i feel like they are going to take money and do nothing in return then after they get what they want leave us stranded
Business Response
Date: 09/01/2022
Zito Media
102 S Main St
Coudersport, PA 16915

BBB serving Metro Washington DC and Eastern Pennsylvania
1411 K St. NW 10th Floor
*Washington DC 2005-3404

Re: **** ******
Complaint ID: ********
September 1, 2022

To whom it may concern:

This is in response to the BBB complaint ID: ********. We apologize for that **** is unsatisfied with our company. I reached out to **** and spoke to her husband. I explained that we are currently in the process of hiring an individual for the office as we currently do not have anyone to fill that position at this time. I did confirm their check was received and deposited correctly, and I gave him my name in case he or **** needs someone to speak with directly.
Should **** have any additional questions, we can be reached 24/7 at 1-800-365-6988.
Sincerely,

Breaunna T*******
Escalations Coordinator
Zito Media LLC
102 S. Main Street
Coudersport PA 16915
Initial Complaint
Date:08/22/2022
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 internet services are not working at night or in the afternoon for 8 weeks. they have come and worked on it and it is not getting any better
Business Response
Date: 08/26/2022
Zito Media
102 *********
***********,** 16915

BBB serving Metro Washington DC and Eastern ************
1880 **********************************************., Suite 1330
************,** 19103

Re:*****************************
Complaint ID: ********

To whom it may concern:

This is in response to the BBB complaint ************** do apologize about the issues ***************************** has been experiencing with Zito Media. We do see that we sent out a technician on 8/23/22 to adjust the signal levels at the residence. The technician adjusted everything outside but could not go in the home due to safety reasons. We tried calling ********* to explain this but got no answer. We left a voicemail to give us a call back at her early convenience.

Should ***************************** have any questions or concerns, we can be reached at ************.

Sincerely,

*********************
Customer Advocate
**********************

Tell us why here...

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Zito Media is NOT a BBB Accredited Business.