When first contracting with Cavalier I had an Echo on my telephone line for 9 months. My clients were convinced my telephone line was being recorded. It took numerous calls and three letters to correct the problem only to have the Echo replaced by voice mail problems for 7 days. This was a business account and caused substantial problems with clients and new business. I had email issues due to apparent fluctuations in the T1 bandwidth and rejection of attachments for months.
I terminated my service November 30, 2010 and it took until late February 2011 to get one of the lines to a new location. I still have billing issues with Cavalier trying to determine the termination fee well into four months since the change order. Use Cavalier at your peril.
I have been with Cavalier Telephone and Internet for 3 years. For the most part I have been happy with the service. I recently needed to take off 2 of my 4 phone lines for my business, one was a fax we no longer used and one for an office that was damaged by a storm that we no longer used. They told me they would have to charge me $1400 in termination fees in order to take off the two lines.
I explained to them that I no longer had use for the lines and had been a loyal client for 3 years paying $400 a month and I had just renewed for another three years a month before. The representative said she could not help me, it was a contract and there was no one I could speak to that would give me any other answer. I will be looking into cancelling with them in any way I can without paying a huge termination fee. I do not want to do business with people who have no sense of customer service.
ARLINGTON, VIRGINIA -- After considerable conversations with their sales force regarding their ability to provide us with two port forwarded IP addresses, and being reassured they could, we found out they couldn't unless we purchased an additional modem they were supposed to furnish as part of the agreement. That's the short part of the complaint. The worst part is it has now been over 6 months since I contracted for their services, and they have only partially provided what was agreed upon in the last month. But I have been billed as if I were fully up and running.
The time spent with them as they pass you from person to person until you come right back to the original person you were dealing with is totally unacceptable. I would not recommend them to anyone for business services, if you want to utilize your time managing your own business, instead of helping Cavalier to manage theirs. As soon as my contact is over I am done with them.
FLORIDA -- Was unable to get service inside my home for 3 plus months. Kept the service for around 6 months plugged in outside my home. Then after I finally gave up and did not pay the bill. They kept billing me at the rate of 10 dollars extra on the past due bill per month. When I called to get the correct amount to pay this bill off, I was hung up on. Yelled at... Talked rudely to by at least 3 people. Somehow they were not concerned about my paying the correct past due amount but just wanted to say over and over "you did not pay the bill".
And also please stop having people answer phones with other country accents that no one can understand. And then that person with the bad accent gets mad because he is not understood. And by the way, none of the other telephone companies are that rude. Please learn from their examples. All I want is to get the correct amount on my past due bill. What happened to the seventy dollars you charged me to get your service? Why are your employees so rude? Please give them a class on manners. Even if I owe you money you don't need to be rude or mean.
RICHMOND, VIRGINIA -- As an ex-employee of Cavalier Telephone, I truly understand all the customer complaints about Cavalier telephone. Cavalier merged with Talk America which created a host of new problem for Cavalier not mention they had not resolved any of the old ones. Cavalier Telephone lay off over 1000 employees in order to merge with Talk America.
Needless to say they did not lay off new employees, they lay off the most experienced personnel. The pay at the company was not competitive to start with. They found it hard to obtain experience employees because of the pay and then when they saw they needed to conserve cash they axed the folks with most experience. They give minimal training to their employees. Most are trained in house rather than a formal training as is needed to conduct a good communication business.
Once they merged as I know Cavalier they did not do the proper cross training between the employees of the 2 different companies. As an ex-employee I had their services with a discount and of course when I left I moved my service as I knew they would not be able to maintain it properly due to lack of trained personnel. For all of you that still remain MOVE OR LOSE.
NEW YORK, NEW YORK -- First of all, it took me two attempts to do something as simple as have my phone line disconnected (I moved and chose to discontinue my land line). It's been three months since, and every month, I've been receiving a full month's bill from them, despite having called in every month and explaining that I don't even have phone service any more.
Each time (btw, did I mention that it always takes close to 10 minutes, just to get a hold of customer service?), their excuse is "the system was down at the time and the bill correction order didn't go through" and they assure me that "it has been taken care of", yet, this month again, I open the mailbox to find another bill! Can't believe that they even manage to stay in business. Take my word -- NO GOOD! STAY AWAY!!! The WORST, EVER!!!
MICHIGAN -- I tried to switch from Cavalier to AT&T to save some money. I did port my AT&T number to Cavalier. Cavalier told me that since I was porting my number, I had to establish regular phone service and DSL and get a dial tone and service with them first. Then I would have to order Phonom VOIP. They waived the fees to make this easier.
So I tried to do so, and had nothing but problems and long waits on the phone trying to resolve them with CT's customer service (their reps have generally been helpful or neutral, with a few being downright nasty). To add insult to injury, when I finally received a dial tone with CT and called to do the final order on VOIP, then they told me it wasn't offered in my area (after they had originally verified that it was)!
I hope others are having a better experience with CT. I thought I had read all the fine print about fees and terms of service on their website. But I have also been stuck with enough fees to make my costs higher than they were with AT&T. I think part of the problem is Cavalier is still in the process of updating their forms and web pages, policies and procedures, and training their staff after their merger. I will probably switch back to AT&T's regular phone service.
I do not recommend Cavalier to anybody!! Regarding account number: **. I paid my bill to you 6/26/07, check number ** in the amount of $**.09. That was to pay for service 6/9/07 through 7/8/07. We switched to another phone carrier June 19, 2007. Your company is continuing to bill us, and is now threatening to send our account to a collection agency. My husband spoke with **, July 5th, 2007. Ticket number **.
After receiving ANOTHER notice, my husband called again on 8/28/07 and spoke to **. And now we have received yet another notice. Please straighten out our account immediately. Frankly, we are tired of dealing with your company. Speaking to your representatives by phone apparently does not help. Maybe you will respond to written correspondence.
GRAND BLANC, MICHIGAN -- When a caller asked me to switch from MCI to Cavalier for $5.00 less a month for unlimited local and long distance I said "Sure". I think I made a huge mistake. First of all, they do not even offer customer support on the weekends, so if it's after 5 pm on Friday and your phone is out, your out of luck until Monday AM, which is where you'll spend at least twenty minutes on hold until, if you're lucky, get to speak with someone.
I have called them 4 times now and only got to speak with someone once. On hold times were: 19 Min., 20 Minutes, 8 Minutes, and 9 minutes, none of which were answered. I was sent no information i.e., a "welcome package" and it's been 3 weeks now. I have no way of accessing my voicemail since I cannot get a hold of anyone there to help me. I'm sorry I switched and cannot wait to get back to a company that offers true customer service.
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 supposed to have. I faxed them all required docs, and bills they never replied. I called number of times to their billing dept, and left messages with Manager, but no response. They sent my account to collections and trying to get $800 from me. I'm trying to fight them. STAY AWAY!!! 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 the 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. Later same person (**) 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 through when they are supposed to be FREE per plan?" The website 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.