GEORGIA -- Last year, Charter came out with a digital box system for their system. I went down to the office and inquired about why we could not get certain channels. We were told that we were to RENT boxes to get a signal and that their techs had to come to my home and install these boxes. We had to make an appointment, we did. Two contractors showed up smelling of alcohol, one heavier than the other. They put a large box on, the side of the house. Requested that this box not be installed. It was to prevent rain from making contact with the Cable. They grounded their system to an insulated power company box.
Ask what was wrong with the ground rod that was installed by them in 1981 that was 8 feet long? The installer said that was not an acceptable ground. He strung wires all over the side of the house. We have experience at wiring houses since I am an electrician. These gentlemen did some sloppy work that would not be acceptable in our profession. They left and come to find out we were not getting an HD signal of 1080, just a 480 DPI signal and one of the boxes did not even work at all. Still did not get all the channels that they advertised.
Called Charter service department. I was told it would be at least 2 days before they could get back to me to make adjustments to the system. We waited and in the meantime a fellow electrician went about removing the big box from the side of the house and reinstalling the ground wire to the ground rod. We ran the wire inside the house and made all connections inside the house and took pictures of the shoddy work that was done before by the techs.
On Sunday one tech came by and found the problem and reset the box and found 'filters' on the pole at the street. He stated that the install techs should have found this problem and had corrected it at that time. Showed him the pictures of the shoddy work that the install techs did and how it was corrected by my electrician friend who installs computers and low voltage service. Told us that we had done a very professional job. Told this tech who works for Charter about the techs who came out to install the system and their "condition." He called his supervisor.
We wound up taking one box back and told the office about this. They reduced our rate and thought it was a good thing and that would be our rate from now on. We are retired. Well today a letter arrives saying that or rate was going up by $5. Went back into the sales office and ask why. It was not going up by $5 but by almost $20 per month. Was told that we had 125 channels, on demand movies, and music channels. If we want music we turn on the stereo. Do not have time to watch movies and do not watch the shopping networks or the Spanish channels. Wish we could get only the channels that we want and forget about the rest of them.
Charter wants us to bundle, no way and will not come off their price at all. So now we are looking for another service. Look forward taking their boxes back into the office and doing away with Charter.
TRUSSVILLE, ALABAMA -- A rep came to house and we were told price guaranteed for 2 years. After first year I got a notice my bill was going up nearly $50. Called to cancel and was transferred to a "customer retention" agent. I explained how I and several of my friends had been told by the same agent that we were told the price was guaranteed for 2 years. All representative said was that prices are for one year only.
I agreed to return DVR and pick up HD box and go to lesser channel package. Still about $5 more than was paying. Now have less service for more money. Will probably switch back to Dish in the next week or two. It may require a contract, but at least I will have something in writing. Charter baits and switches. They do not honor what their sales reps tell customers.
FT. WORTH, TEXAS -- First of all I have worked in some type of customer service since I was 14. Charter's customer service is an experience from Hell. I was told one thing by the sales agent who could not have been better, that was the high then it was like jumping the Golden Gate Bridge. Installation was terrible as they did not check the TV to make sure the setting were correct leading to me not having TV service for 5 days.
In addition, the installers left trash on floor, tracked in mud and did not put furniture back in place. I called the phone number when TV was out and for 2 days was told there was an outage in the area. Finally they sent a tech out, who was 1.5 hours past the time window, and adjusted the TV then I found out they are charging me $45.00. I am so upset I would not refer an enemy to them.
SPRING TEXAS -- DO NOT LET THEM IN YOUR HOME. Pay the extra money and get a better service. The man was not professional and showed up with music blaring. The Charter sign was falling off the truck and no company shirt. Came in, was not even polite. Walked around like he lived here. Turned on my TV then turned to me and asked why I bought this TV and said it wasn't a good one. Not even a brand name. Then asked why it was so loud and proceeded to hand me the remote and said I should turn it down. Then moved the TV, took the ornament beside it and dropped in the garbage basket.
I was so upset as it was a gift from my family. Didn't even apologize or permission to move it. I was sitting right there. Next, he asked me why my dog smelled. This type of disrespect went on a few more minutes. I finally left, and went to the local Charter office to complain. Absolute disrespect... bad service... on top of that the TV was not working quite right and we had to have another guy come out. Come to find that he put in the wrong wires. So, do yourself a favor... don't go out for that weekend dinner and pay for a better cable service. Thanks.
HICKORY, NORTH CAROLINA -- When using the phone to call Charter there is a somewhat easier way to go. When calling into Charter the automated service will ask you a question and when you answer, just say Tech support. You may have to say it 2 or 3 times to different questions but it seems to get through a little faster. I understand that a lot of things can't get fixed over the phone with a tech like billing or them telling you to unplug the receiver and restarting it and after being on the phone with them for 30 minutes and it still doesn't work.
If your receiver as a SO900 showing on the screen that means that the receiver is dead and will need to be replaced. This might save you some time. If you live in Hickory or Boone NC and are still having trouble getting a billing or other issue resolved. ** is the Technical ops manager for these areas and his email is **. He doesn't like receiving email complaints but will get it straightened out so he doesn't have to hear from anyone again. You may have to email 2 times but it will be taken care of.
RANCHO CUCAMONGA, CALIFORNIA -- Don't believe this company! Whatever program they sign you up for, the cost will ALWAYS be higher! This has happened every time I listen to their FALSE pitch about changing tiers and plans. They always say the bill will be less and I'll get more. NEVER HAPPENS! They said my bill would go down $20 a month. Instead, my bill the following month was almost $300, and the rest of the bills until last month were the same as before! Then today I notice the monthly bill was up another $20, now almost $200 a month for 2 TV's!
I called and they insist I ordered a new package last month. I DIDN'T and they won't refund the money! I spoke with 4 supervisors. The service is AWFUL. It was out 3 times last month. The sales and billing people are LIARS and you will find your bill climbing every few months so that it will never be predictable and will always be higher. DON'T GO WITH CHARTER! No wonder they are rated the 6th most hated company in America!!
SANFORD, NORTH CAROLINA -- The deadline notice came in the mail again yesterday, February 11th and we lose all video services if we don't upgrade our cable box. We have chosen to only use "The Basic" package due to cost and really no need for HD since all we watch is the news and a few series. We have one basic cable box on the main TV and just a direct cable to the small TV in the kitchen.
We are now being forced to order and use a HD box on each TV or go blackout on February 11th - I feel blackmailed into this. The ugly part of this is that while the first year use of these boxes is free for one year then you will be charged a monthly fee thereafter. One hell of a sneaky way to implement a major price increase isn't it? Charters reasoning of going all Digital is to give us all "free" improvements such as HD channels, more channels, more phone features, and later will double the internet speed for "free". What a farce for people who only use the basic channel lineup and no phone service!
Are these people exempt from a class action lawsuit? Do they think we are stupid? Around here they have the market cornered and are the only game in town so yes I consider this blackmail and think the consumer needs to be protected from these tactics. What to do is the question? Drop the service or band together and stop them are the only options I see... your thoughts please.
SAINT LOUIS, MISSOURI -- I am not a Charter Customer, but I still have to deal with their rude and disrespectful technicians. My neighbor was having a new cable installed. Fortunately, I was home the day they came to install the cable. I first noticed some guy, wandering around in MY yard -- had no idea who he was. Then I saw him lay down the cable in the MIDDLE of MY YARD, now this is some 30' feet from the utility easement that runs along the edge of the property.
When I told the guy he needs to move the cable to the property line because that's where the easement is, he told me, "I can do anything I want." I told him it doesn't work that way, he needs to move it. He told me that is not going to happen.
Needless to say, I don't back down. Finally my neighbor came out and told him to move it to the back of the property line. Since the technician is now upset, he drags his cable through the flower beds. Thanks Charter for hiring individuals that have a complete disregard for an individual's property rights!!!
HOMEWOOD, ALABAMA -- About 3 weeks ago, I called Charter and set up an appointment with them to get their phone, cable, and internet bundle installed in our home. They were to come between 10 am and 12 pm Monday morning. By 1 pm, there is not one. At 1 pm Monday morning, (on my cell), I get an automated message telling me that the technician is running late (really? Thanks for helping me figure that one out!) and will be at my house between 2 pm and 4 pm. Okay, my husband is off, we can wait. 3 pm rolls around, no tech and another automated message.
I go to work and when I get back, I find out that the tech never came but they scheduled us an appointment between 8 am and 10 am Tuesday. Okay, no problem, I am off. 11 am - no tech but an automated message saying the tech is running late. This happens all day until the tech shows up around 5 pm. At least the tech is here. But he doesn't have all of the proper equipment with him due to the setup of the house. We schedule another day and finally on that day by 6 pm the cable and internet are installed but someone different has to install the phone.
We schedule an appointment for the phone to be installed. Same saga but it gets done. The tech leaves and we need to use the phone. It doesn't work. We call the number the tech gave us and he promises to come back out. He never does. We call Charter and set up yet another appointment. The tech misses this appointment. I call Charter again and by this time, I have lost my patience. However, the lady on the other end puts up with my rant and sympathizes with me. Over my cell phone, she directs me as to what to do to get a dial tone. We find out that the tech had plugged something into the wrong port on our modem. At least we have a phone...
Only, it only works in the downstairs jack. Good thing it is a portable phone. Well, the very nice and very helpful lady on the phone sets up another appointment with a different technician to get the upstairs phone jack working. This time, only one automated message saying that the tech is running late. He comes over around 1 pm and leaves at 3 pm with no results. It is too complicated, he will have to get his supervisor and a lead tech to come over. He tells me he put in the work order and his supervisor will call Monday (This is now two weeks after the cable and internet has been installed) to tell me what time he will be over. Perfect, my husband is off Monday.
No one shows up Monday. Tuesday, I call the number on the work order believing it is the tech's number. I explain the situation and find out the number is the supervisor's number. The supervisor tells me, he remembers being told about this (I guess he thought Tuesday was Monday?-it happens right?) and he will be over with his lead tech as soon as they are finished with the job they were on. The techs show up after 5 pm and leave around 7 pm. The jack does not get fixed. The solution: "You have to buy a satellite phone".
Through this entire ordeal, the techs that we dealt with were very nice but the one person who made the whole ordeal better was the lady we spoke with on the phone who went above and beyond to assist us. In the end, we do have phone, internet, and cable. It only took nearly 3 weeks to get the Charter bundle.
When I signed up for Charter services back in March of this year, I was told by a sales representative that my installation fee would be waived and my bill, INCLUDING, taxes would come to $150 a month. I was fine with that. It turned out to be an issue with the apartment I was supposed to move into and the rental office let me move into a different apartment. I call Charter and inform them of this before two days before the tech was scheduled to come for the installation. The process was flawless.
So, I'm enjoying my new Charter services quite fine until I get the bill which is over $400!!! That's a huge jump from $150 that I was told my service would come to. So I call Charter. Not only do I not receive a bill from Charter until the 28th, when I open the bill it states that I have a past due amount! So I'm at a complete lost wondering how I incur a past due amount on my very FIRST bill from Charter??? My services were installed April 2nd or 3rd... but apparently my billing due date turned out to be the 10th of the month but of course I didn't receive a bill until the 28th of the month, so how was I supposed to know? Anyway, that's neither here nor there.
I promptly call Charter only to be told that they bill a month in advance and that I'm late on the payment. Let's keep in mind I haven't even had the service for a full month yet. So I asked the woman, why wasn't I told upfront that I would be billed a month in advance? Also, my bill is supposed to be $150, so billing a month in advance shouldn't make the bill come to be over $400. Well, apparently I was charged $49.95 twice for tech having to come out and install new service; one charge for internet and cable and another charge for phone service.
OK. Now I am upset because I was told the installation would be free. And no, people, I don't have that in writing because it was done over the phone and a verbal agreement had been made which is just as valid as a written agreement - granted harder to prove but in a court of law still can be proven since all their calls are recorded. But anyway.... so I argue with the Charter representative. After some quick calculations, there's nearly $60 in charges that is unaccounted for. And no, that $60 is not from the taxes.
Anyway, regardless of my bill being over $400.... a $100 credit was supposed to have been applied to my account from a deposit I had made. So technically that should drop down the amount owed to being around $300. I eventually ended getting a representative who actually knew what she was doing and she goes in and fixes everything for me. My second bill is like $80 something after all the credits and what not the very nice lady added for me. Third bill.... right back at $400.
So I call to cancel my service because I refuse to pay $400 for service. So I get another representative who offers my credits and promises to give me a $24 month guarantee under a contract, stating that Charter can't and won't change my bill under the contract no matter what. He says "pay $400... the next bill will be lower... and then it will level off." Mmmhmm... like I really have $400 to throw away.
Anyway, I decide to remove services to see if that would lower my bill. I was told I could sign up for free 30 day trial to their Epix movie channel and cancel anytime if I was not satisfied. OK. Fine. I tried it. Found that they showed mostly really old movies. After about two weeks, I cancelled only to be told that my "free" trial would be pro-rated on my next bill. Really?
Apparently, this is seems like a common practice for Charter as I have spoken with many other Charter customers who have complaints about the bill. An acquaintance of mine that I ran into said she canceled Charter service because she too was sent a bill for $400 and all she had was internet service. My co-workers who have Charter all have similar stories. Apparently, for people on bundled packages, it seems like many of them never get a bill for lower than $200.
I will admit all Charter services work great and they're really good at getting technical issues resolved quickly but their billing practices leave something to be desired. In my opinion, if Charter wasn't screwing me over with the bill, I would have nothing but a glorified review of the company. The only reason I went with Charter in the first place is because I had cable at my old address from a different company called Bright House and I never, NEVER, had any problems with them. The bill with Bright House fluctuated at times but never that dramatically where I felt I needed to call customer service to get an understanding of how and why it happened.
Unfortunately, where I moved to, Bright House doesn't service the area. Charter does and it's been a complete nightmare with the billing. I'm on a budget and by Charter not honoring what they said my bill would be really puts a strain on me financially. Honestly, I would have been OK with Charter billing me a month in advance if they had been upfront about that from the beginning so I could have prepared to pay the bill. But I will definitely be cancelling my service, leaving my only other option for service being AT&T. And heaven knows I hate DSL but I really can't afford Charter service.
This is just a warning for anyone considering Charter Cable. Be prepared for your first bill to ridiculously higher than whatever you may have been be quoted and expect no help or sympathy from the billing representatives.