Complaints

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:03/13/2023

  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.

  My mother, ***** ******, has been contacted by them multiple times via email to return equipment for a "closed" Xfinity account. The account is not closed, and when calling Xfinity they have no record of any need for her to return equipment. I have noted several claims of the same issue online where they ask people to return equipment on behalf of Xfinity - all customers that claim they have active service in place. My mother is over 70 and retired and not technologically savvy and it is extremely stressful to get harrassing emails saying she has to return equipment for inactive service that she's currently paying for and to have the people at Xfinity say they have no idea why she's getting these emails.

  Business Response

  Date: 03/29/2023

  Hello,  Thank you for the feedback.  The effort at Complete Recovery is too simply offer assistance in resolving any account issues. We did reach out by phone but have not been able to connect with you. We will gladly update the account if you could be please send us the account information or call to provide that information. We have many customer's across the country with name you did provide and we want to ensure we are updating the proper account.  Please let us know so we can take care of this for you.

   

  Thank you,

  Complete Recovery

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my *************** in January and at no point in time did I ever have ********* modem or any equipment! However I keep getting spammed email messages from Complete Recovery Corporation asking me to return "their" modem. The serial number of the modem is #************. The account number they are referencing is #****************. I want them to settle this on their side and not be bothered by them anymore please!

  Business Response

  Date: 03/01/2023

  Thank you for your feedback and update. All further contact has ceased and we have sent in a ticket to resolve this issue with the modem. Please let us know if you need further assistance.

   

  Regards,

  Complete Recovery Corp.

  Customer Answer

  Date: 03/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2022

  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.

  Complete Recovery Corp has contacted me weekly for months via emails to notify me of having equipment that must be returned to Xfinity/Comcast. Xfinity/Comcast maintains that I have no equipment to be returned, and that I should block the email sender. Because Complete Recovery Corp is working on behalf of Xfinity/Comcast, and I have found that Xfinity/Comcast is often inconsistent in dealing with related matters, I am recluctant to outright block the email sender. However, I have assured Xfinity/Comcast that if these emails persist into the new year I will be ending my business with Xfinity/Comcast and seeking other businesses to provide my land line, television and internet.

  Business Response

  Date: 12/30/2022

  Hello ****,

  Thank you for the update and feedback. Complete Recovery provides customer services in assisting the return and resolution of the cable equipment.  We spoke with you by phone call on 12/13/22 and since that time all contact efforts have ceased for the account. You are no longer receiving contact from Complete Recovery.  After review we do show 1 item returned on the account 10/26/22 serial ending in FC65. There is still 1 item not resolved on the account for an HD box serial ending ****. We will send a research ticket to the partner for review of this unresolved equipment.  Please let us know if there is anything else we may do to assist you further.

   

  Thank you,

   

  Complete Recovery Corp.

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18564622
  
  I am rejecting this response because:

   

  your  information is totally contradictory to all inforation provided to me by xfinity.  Get it right please, before making evidently uninformed responses based on long out of date records.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/10/2023

   We have a ticket request in for review or you can get in contact with us to provide more information if you have that available to share. Please let us know!

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18564622
  
  I am rejecting this response because the message has no substantial content that makes any sense.

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/14/2022

  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 received a call and later and email from Complete Recovery Corporation stating that I was required to return equipment from Spectrum. I spoke with Spectrum and they stated that they have not employed Complete Recovery Corporation for this purpose and further verified that my account was up to date and that no equipment was due for return. Spectrum's fraud department went on to specifically state that this was a scan and they have guidance for their customer service reps to educate customers about this scam.
  
  The number I received a call from was:
  ###-###-#### - This number is now disabled and a recording states: "A serious error has occurred, goodbye"
  
  The email I received was from:
  [email protected]
  
  The email listed ###-###-#### as a call back number. When I called this number the company identified them selves as Spectrum; although from my call with Spectrum I verified this was not the case.

  Business Response

  Date: 11/28/2022

  Hi Mr. ********,

        We have received your statement and appreciate your feedback. Complete Recovery Corp. provides customer service options for returning or resolving unreturned cable equipment. We recently started a partnership with your provider mentioned.  In helping to resolve your questions about the equipment.  we have sent this over for research and have ceased all further contact.  Again, we simply are providing a customer service in seeing the equipment resolved. Please let us know if we may assist you in the future.

   

  Regards,

  Complete Recovery Corp.

  Customer Answer

  Date: 12/05/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I spoke to my service provider they had no record of employing the respondent to collect any items from me.  Further, the contact information from the respondent goes to personal numbers or locations.  When speaking to one of these representatives, they identified themselves as being from my service provider directly and attempted to retrieve my account information for "their records".  I will be forwarding all this information, including the numbers used to the my colleagues at the FCC.
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:11/07/2022

  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 cancelled my Xfinity account due to a move. I spoke with a manager at a store in ********** (I had moved from ****** to **********) and am now being harassed by Complete Recovery to return equipment that I had returned in store. I have now spoken with 2 online Xfinity reps, 1 person on the phone, and someone in person who all keep telling me this will be resolved yet I keep getting emails from Complete Recovery, who I swear are a call center in *****. This company is completely unprofessional and Xfinity should stop doing business with them immediately

  Business Response

  Date: 11/10/2022

  Thank you for providing feedback on your experience. Complete Recovery provides customer service options for returning cable equipment and ensuring that the account is resolved. In review of your account we do show that a rep spoke with you on 10/24/22 in which you stated 3 items were returned and you had a 4th item you were planning to return as soon as you retrieved that equipment.  Since that conversation all equipment has been returned with dates of 11/4/22 and 11/7/22. All equipment is returned and the account is resolved.  Complete Recovery appreciates your assistance in helping to resolve the account, please let us know if we may further assist you in the future.
  
  
  Thank you!

  Customer Answer

  Date: 11/14/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/31/2022

  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.

  I cancelled my account with *** Internet and promptly turned in the equipment to a local *** store, as requested by *** Internet.On 10/18/22 I received a threatening email from Complete Recovery Corporation demanding return of the equipment (that I had already returned) and telling me they were going to negatively report against my credit if I did not turn in the equipment (I have) or pay them money for not returing the equipment (except that I did return it).I contacted Complete Recovery Corporation immediately by email on 10/18/22 and advised them of all of the above, and told them not to contact me again.On 10/24/22 I received yet another email from them, demanding that I return the equipment (that I already returned) or pay them money for the equipment (that I already returned).Per the email: Please reference number ******* *** Communications account ********

  Business Response

  Date: 11/09/2022

  I've had the chance to review your complaint, and I'd like to thank you for sharing your experience as we take the time to ensure that we can make it right. Complete Recovery is a customer service based company offering assistance in the return of cable equipment. Complete Recovery does not ask from payments for equipment or report to any credit bureaus. We simply want to help ensure the equipment is returned. After review we do show that the equipment was returned on 10/18/22 to *** and we did receive the update and ceased further contact once once we were given the updated information for your return efforts.  Thank you for helping to ensure the account and equipment were resolved in full and please let us know if there is any assistance needed in the future.

• Initial Complaint

  Date:10/27/2022

  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 returned the Xfinity/Comcast equipment to the Xfinity/Comcast store on September 5th 2022. Since then, I have continued to get daily emails from Complete Recovery Corp stating that the equipment has not been returned and that my account is being charged. I have contacted and talked with Xfinity/Comcast on three separate occasions about this issue. They have reassured me each time that the equipment has been returned and my account was updated. However, I am still receiving emails from Complete Recovery Corp even after multiple attempts to stop them. Whatever system Xfinity/Comcast and Complete recovery Corp ***** to ensure the equipment is being returned is ineffective and has lead to unwarranted harassment of their customers.

  Business Response

  Date: 11/10/2022

  Thank you for providing feedback on your experience. Complete Recovery provides customer service options for returning cable equipment and ensuring that the account is resolved. In review of your account we do show an Active status with a DVR box that is still not resolved serial ending in *9994.  We will send this item in for research with the client.  In  addition,  all contact efforts have been ceased for this account. We apologize for any inconvenience, again Complete Recoverys effort are only to assist the customer in resolution of the equipment.  Thank you for your feedback and please let us know if there is any further assistance we can provide.

• Initial Complaint

  Date:10/13/2022

  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.

  Complete Recovery is trying to recover old Spectrum equipment that was not supposed to be returned to Spectrum. They are trying to collect a debt from me that I do not owe. I pay my Spectrum bill monthly and Spectrum did not issue return instructions for the old equipment, and now - a month later - this company is trying to collect old equipment. Please remove my account from your system and stop trying to collect something that I do not have an obligation to send to you or pay for.

  Business Response

  Date: 10/21/2022

  Hi ****,

    Thank you for the feedback and request.  Complete Recovery simply provides  service in assisting customer's  with cable equipment return options. I do see that we spoke with you on 10/10/22 and you stated you would return the equipment on 10/15/22 to the 1121 ************************************************************************ location.  If you need further assistance with the options available to you please let ** know.  We have ceased all contact efforts at your request. Please let us know if we can further assist you.  Thank you!

   

  Complete Recovery Admin