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Cavalier Telephone

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Customer Service - Non-existent
Posted by Djdeere on 03/07/2008
Consider other telephone service providers before sinking to the low cost option.

There is little or no customer service from Cavalier in my experience. I had to interact numerous times trying to get the “high speed” internet to work. It never did and I canceled that service.

Meanwhile, I tried to have an additional line into my house. When tech came to install line, he told me he was there to repair the internet connection, rather then install a new line. Classic case of right hand-left hand. Three more attempts were made to get internet service all failed so I canceled that part of my service.

When you call customer service (which is only open from 9-5pm) you first have to joust with an automated customer service agent, complete with phony typing. I don’t know who they think they are fooling with that, but it’s very annoying. Once you get past the annoying computer voice, its on to “ignore” where you’ll be repeatedly told how valuable your business is and how much Cavalier puts into its customer service. (I’ve now been on hold/ignore for 38 minutes).
Go the website (www.cavtel.com) and you won’t find a link to write feedback to in any obvious way.

So my latest problem is that I can dial out, but anyone that calls me gets a busy signal. Maybe it’s because I didn’t pay my bill, but I did and nine (9) days later it still hasn’t posted to my account. Thank god it was an electronic transfer; I hate to see the time in process for mailing a payment in.

Best advice, research all other options. Even if you pay a little more, your saving money over Cavaliers service.
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Horrible Service
Posted by Ladydee on 12/14/2007
BALTIMORE, MARYLAND -- Cavalier has the worst phone service and customer service that I have ever encountered. The customer service reps. and the supervisors are the most arrogant and rude of any customer service representatives. Bills collectors have better manners and service that your representatives. On almost every occasion that I have spoken to a representative, I was spoken to rudely. The hold time it unshaded of, you have to wait to speak to a rep. on the average of 15 to 45 minutes, then you often get transferred to other reps and have to wait another 15 to 45 minutes for those reps to answer (and that's if they answer you question correctly). On day I got so frustrated with the hold time and rude reps. that I cried.

I have had an on going repair issue for at least a year. I have contacted repair and customer service too many times to count concerning this issue. I have been promised every time that my phone issue will be corrected, to date my phone service still has that issue.

I have even been treated as if I did something wrong when I have spoken to reps, about this ongoing phone issue.

Please be advised that Cavalier has a very nasty reputation for treating customers rudely. I know of persons that have changed their phone company from cavalier to another company as a result. When Cavalier calls to offer them perks to come back they refuse because the service is so horrible.

On a scale of 1-10 I rate Cavalier phone service and customer service a 1, and that is too high.

Bad reviews probably mean nothing too this company because they don't care about your customers and the actions of your reps,supervisors, repair technicians speaks volumes. One day they will learn to respect their customer when they start leaving by the droves and their profit begins to plummet. Until then I will spread the word to everyone that I know, If you want good phone service and if you want to be treated with respect, do not choose Cavalier phone company, because you will only get courteous service when you initially sign up, after that it goes Quickly down hill.

An unappreciated Cavalier customer
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Posted by Anonymous on 2007-12-14:
I believe that the main problem with getting decent service out of Cavalier is that most all their services run over leased lines. If you have a DSL problem the local phone company has to fix it. All Cavalier can do is contact them and pray it's done.
Posted by Ladydee on 2007-12-14:
My main prolem with Cavalier is the customer service (it's terrible) and the long wait to actually speak to a reresentative 20-45 minutes average, and if you are transfered to another department for repair issues, that another 20-45 minutes hold time, this is the norm and not the exception. By the way, my outstanding repair issue has been going on for a year (call waiting) and still has not been resolved despite repeated phone calls to cavalier concerning this problem. One representative actually got nasty with me as if I had not reported the problem before, I think she grudginly gave me a $2.00 credit and that was for atleast 6 months of my call waiting not working. I have spoken to others concerning Cavalier's phone service and almost everyone dislikes the company. Most will not choose Cavalier because of what they have heard from other customers, and former customers left as a result of the problems that I stated above. I know of one person that was contacted by Cavalier and offered free service for a month to return, the former customer said "no way".
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The Worst Company I Have Ever Worked With
Posted by Linbur0100 on 04/09/2009
VIRGINIA -- Hello. I'm writing to review Cavalier Telephone. This is the worst company I have ever done business with. I'm frequently faced with Customer Service Reps who do not have the necessary information to do their job, which is bad, but with this company, it is more a matter of the actual company policies that are underhanded and downright illegal.

I signed up for Cavalier Telephone in Virginia in early March 09. Thankfully I did not take them up on their offer to refer anyone else because I wanted to see how it worked out first. I would have been mortified if I had gotten anyone else caught up in what I'm dealing with. It took them over 10 days to get my service activated, even though I received my DSL modem long before then. Once I received notification that my service had been activated, I attempted to install the modem. I am very computer savvy and have never had a problem with self-installation. However, with this service, the installation did not work at all, and would have been impossible for a non-computer person to follow. When I had trouble with the install, and received a notification that I needed to call tech support, the number provided in the install wizard was for directory assistance in New York, not their tech support.

I finally found the number for their tech support and called it. After waiting on hold for over 15 minutes (the standard time for anything other than signing up) I got an agent who did not know anything about how modems work. She was just following a script, and not very well at that. She even went so far as to tell me the reason I couldn't pick up the wireless signal was because of my computer, even though I was picking up other signals in my complex at that very moment, and have used the same computer to pick up wireless signals everywhere from my public library to the local coffee shop. We finally scheduled a technician to come out (they had offered a free professional installation, which I had not expected to need to take them up on).

The day before he was to come, I figured out how to fix the problem myself (the install defaults to a silly option for security and you have to manually fix it, which works differently depending on whether your wireless is managed by Windows or other software). He came out anyway just to check for any other problems. While he was here, he literally asked me show him how I got the wireless running. Turns out that they didn't even train their own installation professionals on how their convoluted install process works before sending them out to perform installs.

Even after my wireless was installed, I continued having problems, so another trouble call was scheduled. The technician did not come during the scheduled window, even though I explained that I was leaving town the next day and would not be back for two weeks. So, they agreed to call me to schedule a trouble call for when I return and to credit me back for the time that I was without service (basically since I joined).

Of course, they did not bother to call, but it was too late by then anyway. My previous phone company had agreed to beat their offer, so I decided to switch back. Turns out, when Cavalier asked during sign up if it was okay for them to place a freeze on my long distance carrier preventing anyone from switching me without my express permission that they also illegally placed a hold on my local and regional carrier. So, in order for me to even schedule a "number port" from them to my new (formerly old) carrier, I had to call them. I did, and was told that it would take 7-10 business days for them to allow the number to be accessed by the new carrier, and then 7-10 more business days before the actual service could be switched.

Not wanting to stay with such a terrible company a day longer than necessary, I decided to suck it up and just get a new number. After all, they claimed that the reason it was going to take so long was because of the complex issues involved with number portability (although they seem to be the only ones with these complex issues...). So, I called my carrier back and told them to set me up with a whole new number. I also asked them at that time if I needed to do anything to notify Cavalier that I was cancelling. They indicated that it is not possible for two phone carriers to be on the same line at the same time, so once their service kicked in on my activation date, Cavalier would no longer be my carrier. As such, I did not have to call them unless I Just wanted to. I almost did not call them since I figured even an underhanded company like Cavalier wouldn't try to charge me after I'm with another carrier, right?

Turns out that they claim it takes up to 10 business days for their system to fully close out an account. I am incredulous, asking them why it takes them 10 days to discontinue service when other companies can do it in a matter of hours. No, they corrected me. My actual service would be disconnected within 24-48 hours from the time I made the request but it would take the system 10 business days to close out the account and they planned to continue charging me during this time. I pointed out that on April 17 my other carrier would begin providing service and there was no way they could possibly claim to be providing service when I had another carrier providing service on that line. No matter, it is evidently standard practice for them to charge long past the time the service is disconnected anyway.

By this point I am livid. I mean, I have never had full internet service; they refused to let me port my number gracefully, and now they are telling me that they are going to knowingly charge me for services they have no intention of providing. So at this point I mention the 30 day guarantee. It seems if you cancel within 30 days, you are supposed to be responsible for only the shipping, fees, and taxes you were charged. Well, since my phone worked even while my internet wasn't, and since the shipping, taxes, and fees came to roughly an amount that I would consider fair for the phone service, I was willing to accept that and instructed them to cancel my account immediately under the guarantee.

But then the agent informs me that since it takes them 10 days to close out the account (even though my service would be disconnected within 24 hours of the request) that would put me past 30 days from March 17, and so I would not be eligible for the 30 day guarantee. I almost laughed before I realized the agent wasn't kidding. I am telling them to cancel my service on the 24th day of having it, after multiple calls telling them it isn't working (so it's not like I waited until the 29th day or anything) and they are saying that since they can't get their ducks in a row to close out my account until two weeks from today (the 10th business day) that I am not within the time of the 30 day guarantee--even though I am calling on the 24th day!

Basically, this company is dishonest, underhanded, and sneaky, and they also have poor customer service (even before they knew I was planning to cancel), poor tech support, and poor software design. In short, they are just plain bad. Please please do NOT work with this company under any circumstances no matter how good the deal they are offering seems.

(to put this in perspective, I had had several bad experiences with my previous carrier over the past 5 years, which is why I originally left for Cavalier Telephone. The experiences I have had with this company are so bad that I am literally THRILLED to be going back to that carrier, even with a 5 year history of problems.)
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Posted by Soaring Consumer on 2009-04-09:
Definitely contact your state's Office of the Attorney General's Consumer Protection Division and your local Public Utilities Commission. This company is ridiculous.
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Crappy Cavalier Telephone Service
Posted by Pennysae! on 09/28/2007
DETROIT, MICHIGAN -- First let me say I never signed up with Cavalier telephone they just took my line over. One day I found out I had the service when ending a call I was on, the phone went into three way calling, when I only had a one way...then I received a box one day and it was a modem for internet that I had never asked for and with that came the internet services that I never asked for, but they billed me for it for at least 3 months and it was not on... they took money out of my account and told me the only way I could get my money back from them that they took for services I did not have was to cancel the phone, so I did and every time I call there's a problem...no 2 people who work for Cavalier knows the same the thing....

This company sucks and is a fraud. please do not use Cavalier telephone it' most Crappy!
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Posted by Cathunt111 on 2008-08-07:
Yes sirree, you probably fill out so sweepstake entry in a store which gave them permission to switch your service. Be care they do have sweepstakes boxes out there and yes they will take your service over because did not read the fine print. You are right. No 2 people at cavalier telephone have the same working knowledge. Cavalier does not do formal training. They rely on senior people to training the newer, but they merger with Talk America and laid off most of the experienced people which leaves abunch that does not know much about telephones or customer service. I know I was one of the experience. And in comparison to other communications the pay not sucked. It straight sucked so most like myself went and found better paying jobs that gives better customer service
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Horrible Customers Support and Management
Posted by Stasevich on 03/10/2006
PHILADELPHIA, PENNSYLVANIA -- Here's my complain that i originally filed with BBB, in the beginning of 2005. The company replied and agreed to reRate my calls to the PRIMUS ld provider i was suppose to have.
I faxed them all required docs, and bills they never replied, i called number of times to their billing dep, and left messages with Manger, but no response.

they sent my account to collections and trying to get $800 from me. I'm trying to fight them.
I disconnected after 2 months, and switched back to Verizon.

The cavalier service was activated around September 20th.
On Oct. 25th, I noticed that I could dial some local 215 numbers.
I called next morning, after extended wait time, I was first given several different answers to what could be a problem and was transferred between departments several times, was told that I have $480+ bill outstanding and the long distance and toll calls have been blocked because of possible fraud, as I was a new customer.
I was shocked by the word LONG DISTANCE, as prior to switching I was assured that the PRIMUS (that I still have as my long distance provider) would stay my long distance company. Of course this time they had no records of me requesting this change, I told what happened when I was receiving the service. After arguing why this happened they sort of agree to switch me to PRIMUS and recalculate the rates according to PRIMUS rates. I still did not get my 1st bill, so I don’t even know how high they LD rates but I guess they outrages, since I have 480$ balance in 1 month (about 3 times my normal), and it even caused them to block the calling.
For 2 days I have been trying to have them reactivate the local calling, they tell me it is active and that they only calls that blocked are long distance and toll calls, I cannot dial about 80% of local 215 and 267 numbers, that was originally promised to me would be covered under my plan, same as VERIZON.
After I gave them some local 215 number I could not dial a waited on hold for another 30mins, they told that Philadelphia metropolitan area calling would reactivated within 24hrs. Latte same person (Christine) called, now saying that it would not be reactivated, until I pay the bill, THE BILL THAT I STILL HAVE NOT RECEIVED.
I cannot dial many important numbers, and my home phone local service has been disabled, because without any prior notice or warning from them
I was not aware of the balance, or that they ARE MY LONG DISTANCE PROVIDER.
Their hold time is outrageous, I was on the phone for 2.5 hours yesterday, of that I was actually talking to them for no more than 20 minutes.
They keep giving me runarounds, and cannot provide straight answer even to WHY most of the local 215 calls are not going trough when they are suppose to be FREE per plan.
The web site also does not have the description of all areas that are covered. They simple run a horrible business and misled the customers; I would strongly discourage anyone from using the service.
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Posted by Cathunt111 on 2008-08-07:
If are still or ever have this problem with any phone company call the SCC. They are a government agency that governs the telephone companies (all of them) for consumers. The one in your area should be listed in your local telephone book. I had a problem with Cavalier Telephone and I use to work for them. I called the commission and did nothave to wait in a call que. They called me back and my problem go prior treatment. I was switching to verizon and they called me too. Where there is a will there is a way.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Failed to Credit Pre Paid Fees When Service Cancelled
Posted by Elman123 on 07/16/2012
After I cancelled my telephone service, Cavalier refused to provide a partial refund of pre-paid fees. First they said they don't refund fees and taxes. Then, when I showed them that they had already refunded 5 of the 8 pre-paid fees and taxes, then they simply refused to refund the remaining 3. A manager told me, "I'm not going to give you any money."
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Internet Service Pretty Decent
Posted by Coldcash6996 on 11/13/2011
BALTIMORE, MASSACHUSETTS -- I don't know where these negative reviews are coming from, so far my experience with Cavalier has been pretty good. My previous internet service was Clear, which sucked, and had customer service reps overseas you could barely understand. Cavalier has U.S. customer service that was quite helpful. Installation took a little while since I had some issue with my phone line, but it was professionally resolved and now my service has been very fast and reliable. It has only been a few weeks, granted, but so far I would definitely recommend them.
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Posted by onlooker on 2011-11-13:
Baltimore, Massachusetts?
Posted by trmn8r on 2011-11-13:
The negative reviews look legitimate, so "where they come from" is likely other customers who had what appears to be really bad experiences.

"Rotten, undesireable, ripoff, charged but no service, outrageous charges, terrible"
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Still being charged yet no service
Posted by Rachmuni96 on 09/28/2011
This review is for the entire Cavalier Telephone corporation.
I have never experienced such awful customer service as I have with this company. I have been without a phone line since July 14th. It is now September 28th and not only is Cavalier not fixing my issue but they keep sending me invoices, with finance charges, threatening to destroy my personal credit and will not stop. I have been on the phone with their customer service representatives for months to no avail. They are located in the Philippines and cannot seem to grasp the concept of customers' frustration about being charged for services not rendered. I finally broke down and paid one bill with the promise that I won't receive any more and then I got another bill in the mail. Upon further complain to the company I am still being told that I have to keep paying invoices regardless if my phone line works or not until they fix the problem and then I'll be reimbursed. I don't know how that works out of the country but I think every American will agree with me that, that just doesn't fly. I cannot say enough poor things about this customer service experience. I highly urge everyone to pass the word that this is not a company to spend money with. Cavalier Telephone does not deserve our hard earned money. They do not deserve our business. Their corporate structure and customer service is as good as throwing money in the toilet. I highly urge ever current Cavalier customer to jump ship. Saving money from their low rates isn't worth the head ache of their horrid customer service policies. I truly hope someone in Cavalier Corporate Offices IN AMERICA reads this. I am beyond livid and will keep shouting about how awful this company is until I'm blue in the face.
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Posted by Alain on 2011-09-29:
I have seen numerous complaints about this company both here and on other sites. You can add to their growing files at both http://www.fcc.gov/complaints and http://www.ftccomplaintassistant.gov
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Rip off billing practice
Posted by Chiouso on 05/12/2011
PALM HARBOR, FLORIDA -- Cavalier likes to charge finance charge, even if it's 1 day late due to crowded mail during holiday time or weekend! And they don't even care to give any 1-time courtesy refund.

Most importantly, they charge for 'un-used' service, as long as their own documentation did not show a 30-day notice. They charged us for 2 months of service fees for a fax line that we requested to discontinued way ahead, and no refund whatsoever! We then moved phone service to a different service provider, Cavalier placed a hold on the transfer and forced us to call them. When we called, the customer service representative did not notify about the 30-day notice, and only informed us about the final bill will come soon. We paid the first bill thinking that was the final bill, but yet another bill came, again with 1.5% finance charge. When we called, Cavalier claimed that we did not notify 30 days ahead and did not even care to offer refund of the money. This is out right holding us responsible for 'lack of documentation' by their customer service rep.
I'd like to tell the whole world not to use their services!!!
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Posted by leet60 on 2011-05-12:
I am not familiar with this company, it must be local or regional. As for the statement

"Cavalier likes to charge finance charge, even if it's 1 day late due to crowded mail during holiday time or weekend! "

How is Cavalier responsible for mail delays? As the responsible paying party, you should have anticipated mail delays during holidays or weekends and mailed the payment earlier.
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Penalty Charges!
Posted by Tegardens on 03/25/2011
BEWARE Cavalier not only over charges for monthly fees but if you do not provide written notice in advance of 30 days before having your service changed to another provider they will continue to charge you for those days! Even if your initial contract was dated 10 years ago.

Wow I wonder how many of my customers would put up with that if they chose to hire another contractor? Unbelievable!
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