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Charter Rep still working after he attacks my dog??
Posted by Alzabella on 04/10/2011
MARYVILLE, ILLINOIS -- Let me start by saying that I hate Charter! I haven't had their service in 2 years. A representative came out to my neighbors house to shut their service off. The representative was parked behind my home in our back alley. My small 15 pound dog was in the back yard. She was barking at him. I don't know what happened to this guy, but he is at the edge of my yard (even tho he is supposed to be next door) But he starts kicking and stomping on my dog!! He said he was afraid of the dog. She had just giving birth the day before. I went out there to get him to stop having his baby fit, I asked him his name and he wouldn't tell me at first. Finally I asked for his name again, and he takes his badge off and throws it at me and starts screaming at me calling me crazy, and that I need to get back into my house. I called Charter to report him, they told me the tech is employed from a sub-contractor and that I would have to call them. First of all, Charter employs them, but you have to try to fix the problem yourself?? I called and made an "official complaint" with Charter and the contracted Co. They said someone would be getting back to me really soon. That they can't believe he assulted my dog the way he did. Three days later I'm riding thru town and who do I see? The same tech in the same van working. No one from Charter EVER called back or the contracted comany! Charter is a horrible rip- off of a company who employs abusive techs. [snip] is the tech. working in Granite City, IL.

Be very careful dealing with this guy, I think he is very dangerous. Since Charter will not warn you about their abusive techs, I will!
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Posted by jktshff1 on 2011-04-10:
two questions.
1. Is your yard fenced and was the dog inside the fence at the time.
2. If #1 is no, was the dog on a leash or chain that the length did not allow it to go past the property line?
A 15 lb. dog can still bite.
Posted by alzabella on 2011-04-10:
My dog was on a leash that stretches to the end of our yard. No farther. The tech was in MY yard in front of MY house to deal with the neigbors service. The man stepped forward at my dog to kick her and repeatedly stomp on her. I guess he was trying to get her before she got him. But she was on a chain. I am aware that 15 pound dogs bite. But mine did not. She was to busy trying to get out from under a size 12 steal toe work boot. Not to mention the tech assulted me when he thru his ID at me and hit me with it.
Posted by Sparticus on 2011-04-10:
I think I would have assaulted the tech. If you don't hear from them, try getting someone at corporate. There is no excuse for not following up with you.
Posted by Anonymous on 2011-04-10:
I would call the police if someone did that to my dog, and acted this way. You might want to try that.
Posted by Venice09 on 2011-04-10:
I too would have called the police. Also, I'd be careful if I were you. If this guy is still working in your area and knows that you reported him, he sounds like the type that might want to retaliate. I hope your dog is okay.
Posted by Anonymous on 2011-04-10:
Venice is right, and you never know. This is a tough position to be in, since he knows where you live. This is why you should report it to the police, just in case something were to happen.

We had some guys come into our backyard to go fishing. It's private property. They were throwing their trash and cigarette butts on our lawn. My husband asked them nicely to leave, and they said they were going to kill our dog. Since they were that ugly, and knew where we lived, it took weeks before I was comfortable.

When you have an altercation like this when the other party knows where you live, it is always a good idea to report it. You never know what people are capable of.
Posted by alzabella on 2011-04-10:
Venice09-That is exactly my worry. He knows where I live. And this guy was seriously not right! He blew up and charged at me the minute I caught him assaulting my dog. I did make a police report that day.
Posted by madconsumer on 2011-04-10:
i would like to hear the service techs side.

i was bitten by a small dog and was left with a couple of stitches and a nice scar on my leg.

correct, the service tech should have called the police and had the dog picked up, and filed a charge against the homeowner.
Posted by Anonymous on 2011-04-10:
As someone with scars on my leg from being attacked by a dog smaller that 15 pounds I would like to hear both sides. They contractor can lark anywhere he wants on a public road. He may of had to access your property via the public easement to the utility pole to turn off your neighbors service. It is up to the pet owner at all times to have control over thief animals at all times. The contractor had a legal right to be on your property to which you failed to control your animal.
Posted by Venice09 on 2011-04-10:
Madconsumer, the tech shouldn't have been anywhere near the dog. You know some people do enjoy abusing animals. Maybe the barking annoyed him and he took it out on the dog.

Alzabella, reporting it to corporate and filing a police report is really all you can do. Well, that and keep your eyes open. Maybe there will be other complaints, and the company or the police will be forced to do something about it. Hopefully, this tech will get fired and be out of your area in the near future.
Posted by Venice09 on 2011-04-10:
Throwback, how can you say the contractor had a legal right to be on the OP's property? You don't know that. If the dog was chained, why didn't he just back away?
Posted by momsey on 2011-04-10:
Madconsumer...had the dog picked up for what? Barking???

Throwback...aren't you making a big assumption that the guy had a legal right to be on the OP's property?

A 15 lb dog of course can bite. A 15 lb dog on a leash can only bite whatever comes close enough to it. So I don't see a scenario where the tech was in the right.
Posted by Venice09 on 2011-04-10:
Madconsumer and throwback were bitten by dogs. I get that. But they shouldn't let that cloud their judgment or make assumptions in this case.
Posted by Anonymous on 2011-04-10:
I'll preface this by admitting that I HATE dogs. I can't stand their nasty little furry behinds. That said, they do not deserve to be abused. If he felt your dog was a threat, he should have been moving very quickly in any direction away from your dog. It was on a leash and that would have solved his problem. Unless the dog had teeth in him, he had no right to stand there and kick it. He should have been HAPPY to see you so you could move the dog away from the area he was working. Folks that abuse animals are a very special twisted group of people. What a moron!
Posted by Anonymous on 2011-04-10:
madconsumer and throwback +100
Posted by Anonymous on 2011-04-10:
If the utiliies run thru that back of the houses then all utilities employees and contractor have a legal right to enter your property anytime on the easement to perform service work. That's the fact Jack!
Posted by Venice09 on 2011-04-10:
Throwback, are you saying there is no way the tech could have avoided the dog?
Posted by momsey on 2011-04-10:
That's a big if, throwback. And if that was the case, there are clearly better ways to deal with such a situation.

By the way, I was bitten by a medium sized dog when I was 12. My husband was bitten by a big dog when he was a kid that resulted in stitches and a big nasty scar on his arm. Both of us love dogs and would never stomp on a dog.
Posted by Anonymous on 2011-04-10:
Common sense dictates he should have knocked on your door and asked you to move the dog if it was an issue for him, or asked the neighbor to do so.
Posted by idontthinkso on 2011-04-10:
As a Service tech, I have seen and dealt with aggressive animals. As a Dog owner, and having known someone with an animal with SERIOUS aggressive tendencies, I know both sides of the issue. The simple fact is, without eyewitness accounts, this is all hearsay.

From the account given:
A)The dog was loudly protecting it's territory (Allowed unless a neighbor complains about excessive noise)
B)The Subcontractor was Trespassing (He might have had to work on a pole bordering/inside your property. He must obtain permission to even be in your airspace.)
C)You should have called the Police. (If you allow other people to make their judgments as they see fit, you have no leverage.)
D)Lawyer up. (Subcontractors limit liability and responsibility. They do not eliminate it. A threat of a lawsuit may very well get more results.)
Posted by alzabella on 2011-04-10:
First of all, we have an alley that runs down the back. The pole is in the alley next door. So the tech had no reason to be in my yard. All utility poles, boxes ect......are in the alley. I heard my dog barking out back and went to check, the man was walking toward my dog kicking at her. (she was barking as she was backing up) I then went out to ask him what in the world he thought he was doing, as I did he then stomped down on her several times. I walked up to my dog and gave her to my kids (who witnessed him pounding their dog)AFTER the dog was inside, I asked him his name and he ignored me and started up his ladder. (In the alley) I asked him his name again, he flew off the steps of the ladder, jerked off his ID from around his neck and threw it at me hitting me in the neck with it. He started screaming his name at me and told me worked for f***ing Charter. He screamed in my face to get my crazy ass back in the house. Yes, I can def see where they should have came and taken my dog and given the tech an award......Not!
Posted by Sparticus on 2011-04-10:
This guys has some serious anger management issues... probably related to why he abused your dog. He should not be working with people or animals.
Posted by trmn8r on 2011-04-10:
I was bitten by a 15 pound dog while standing 3 feet away from a heighbor's property just 3-1/2 weeks ago. $2400 bill, and I have a dandy of a scar. A 15 pound dog can do quite a bit of damage. A small dog can often be more agressive than a large one.

The dog didn't stop at its property line when I was attacked. I am wondering if the dog in this case did.

Many people have been attacked by dogs. I discovered this while walking my dog in public, and finding people freeze as she approached them. Several told me their horror stories. Now I have my own. This neighbor told me I should have kicked his dog instead of letting my hand get involved. I'm not advocating what was reported to have happened in this complaint, just saying what happened.
Posted by alzabella on 2011-04-10:
I understand. In your case the dog came off the property. In my case the tech came ON my property. Her chain doesnt even reach the alley he was in. Why would I let It?? So its not that the dog didnt stop at the property line, its that the tech came on my property to the dog.
Posted by Anonymous on 2011-04-10:
Oh, if I saw someone kicking and stomping on MY dog, I would have went out there and started kicking and stomping at the tech, calling the police, and pressing charges for animal cruelty and destruction of my property!
Posted by old fart on 2011-04-10:
In my youth I was a door to door milkman.... I have been bitten more times than I care to count.
The owners always said "he don't bite!
Many times I threatened to shoot the SOB'S..
Posted by raven2010 on 2011-04-10:
I, too, would have called the cops.

What did the vet say? A dog who had just given birth then been kicked and stomped on must have had astronomical vet bills
Posted by DebtorBasher on 2011-04-10:
It takes time for a company to investigate alligations when a complaint is made. It could in fact, take several weeks. Seeing him again, only three days after is too soon to determine that they weren't doing anything about it. Have you seen him since then? I know for a fact, they are not going to give any information on the outcome of any investigation.
Posted by Venice09 on 2011-04-11:
I was thinking that, too, DB. They can't just fire or discipline someone on the spot. It takes time to investigate. That's why I said if there are more complaints about this guy, something will have to be done about it sooner than later.
Posted by SteveWiginowski on 2011-04-11:
Did you take your dog to the vet to get him checked out? I don't know how big the man was who kicked and stomped on your dog, but since it was a 15 lb dog, I would think that there would be sort injuries to the dog. What did the vet say?
Posted by Umatter2Charter on 2011-04-11:

Hello alzabella,

My name is Seph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the tech and getting a call back from someone. I would be happy to look into this with you and make certain that all of your concerns are addressed. Please e-mail us at Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterSeph: My3Cents" in the subject line, so I can watch for the e-mail. For additional information on the Charter Social Media team, please check us out at http://www.charter.com/Umatter2Charter

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
Posted by I Like Cookies 2 on 2011-04-11:
Attacking your dog was uncalled for. He should be fired and charges should be brought against him.
Posted by Anonymous on 2011-04-11:
I agree cookie. A report should be made to whatever agency is in charge of animal welfare in your city and state OP, as well being reported to the police. Have you done a follow up with Charter Communications corporate office?
Posted by jktshff1 on 2011-04-11:
Thanks for providing the additional information.
A call to the police would have be in order.
It still may be so a report is available.
Small claims for the damages.
Posted by jktshff1 on 2011-04-11:
Do what ript said also
Posted by Venice09 on 2011-04-12:
Jkt, she did file a police report the day it happened. Smart move.
Posted by alzabella on 2011-04-12:
I got in touch with the CEO of Charter. He was VERY polite and took the report himself. I will keep you posted on what happens next. Thanks for all your thoughts and advice:)
Posted by Anonymous on 2013-07-11:
I am a contractor for Charter and have to access our utilities frequently in backyard easement. Although sometimes we do knock on doors for permission into the backyards, it is not required. By law, we are allowed into any yard in which the cable even hangs over if it is aerial or runs through if it is underground. We have a three foot (assuming there are no yard obstacles) allowance on the property/ sometimes 5 feet if it is a pole line. After reading this comments, I am really wondering why you never mentioned your dogs injuries in detail, yet bashed the contactractor so much. If he stomped your dog repeatedly, what happened to the dog? Maybe some exaggerations? Why go into detail about everything except what prompted you to complain in the first place? Plus, why would he "assault you with his badge"? Those are $50 to replace. You could have easily held onto that as some evidence. Did you keep it or give it back?
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Should Call It The Charter Bungle
Posted by Gary5231 on 02/26/2011
ST LOUIS, MISSOURI -- I finally decided to join the 21st century and get high speed internet service. Since my prior internet provider did not have high speed internet service in my area, I decided to go with my cable TV provider, Charter Communications. After all, they had made a major campaign in recent years about how they have improved their service. When I called, Charter, of course. pushed their Charter Bundle-providing internet, phone and TV service for a supposedly discounted price. Figuring that, although my phone service was adequate, this would simplify my life and maybe save a little money, I agreed.

The first surprise was that Charter required two visits, one for the internet/TV service and one for the phone. I should have cancelled at that time, but didn't. The first appointment was for between 3:00 PM and 5:00 PM on Saturday. The service representative didn't arrive until about 6:00, but eventually got everything done.

The second Saturday(today), Charter was supposed to arrive between 10:00 AM and 12:00 Noon. Of course, the representative was late again. The first surprise was that they had to connect a phone jack to an internet cable. As many of these are on opposite sides of a doorway or opposite sides of a room where people could trip on the wire, it took awhile to find a relatively unused room to make the connection. After a long search, the installer found the telephone box in my basement, then informed me that my alarm system would have to be disconnected. It would require a third visit, this time from ADT, to reconnect the alarm. This would also result in an additional service charge from ADT. Enough was enough; I told the Charter Rep that I didn't want anything to do with Charter's phone service. It won't take much to convince me to dump these bozos from my TV and internet services.

The Charter Bungle wasted two Saturdays. Their reps showed up late both times, and the phone installation would have required major rewiring and deactivation of my alarm system, things of which I had not been previously informed. Dealing with Charter was a big mistake. Their service continues to be unacceptably poor. Stay away from them.
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Posted by Umatter2Charter on 2011-02-27:
Hello gary5231,

My name is Seph Wahl, and I am a Communications Specialist with Charter. I'm very sorry to hear about the issues that you are having with the installations. I would be happy to look into this with you and make certain that all of your concerns are addressed. Please e-mail us at Umatter2Charter@chartercom.com with the name, address, and phone number on the account, as well as the best number to reach you. Also, please put "CharterSeph: My3Cents" in the subject line, so I can watch for the e-mail.

We look forward to helping you resolve your concerns.

Seph Wahl
Communications Specialist - Charter
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We all know Charter is horrible - How do we change it and what's our alternative
Posted by Disgustedwithdell on 02/03/2010
ASHEVILLE, NORTH CAROLINA -- If you're here, it's because you know how horrible Charter is. I'm not telling anyone anything new and that's a major part of the problem.

I've had Charter's "services" for about one month now and it's bad. I walked into this knowingly. From onsite service technicians who are not knowledgeable in too many areas to telephone "assistance" that's beyond stupid, Charter is horrible.

Some of you may get an email from their service department offering help when you post a complaint on different forums. They're not helpful because once they've helped you once, you can forget about continued assistance from them.

Their cable service is aweful. When I change channels through their box, my TV screen drops momentarily to the "blue screen" then picks up the broadcast. I lose service an average of two times a week for hours. On Demand disappeared last weekend completely and I'm paying for it.

Their internet service is intermittent at best. We cannot connect to the internet several times a week and usually lose service for continuous hours on end. We went to a local pet supply store recently and THEY couldn't charge a purchase because THEIR Charter internet service was down. I was called by my husband and told to quickly check email (yesterday) because service was back and we knew it would go down quickly and it did.

The phone ... I'm lucky that I was only dropped once as I was placing an order. I have a cellphone and traced down the salesrep through Verizon Wireless because VZW doesn't drop calls.

Service - It's reprehensible. A woman had me change my television connection despite their software requirements and she was dead wrong. The foreign helpdesk told me to do a number of incorrect things to get my internet service back AFTER I told him what the problem was. His English was atrocious and he was stupid.

Charter employees do not communicate among departments. You may get several different answers depending on who you talk to. They correct each other, too.

I've also heard reliable horror stories from local people that back up everything I've seen from people on the web.

Verizon FiOS is not in my area yet or I would sign up for it.

I heard friends say Charter is rated poorly in a recent Consumer Reports (CR). I confirmed confirmed this and see it's the worst of all service providers in all areas mentioned.

What can we do ... drop it for what ... satellite - maybe. FiOS ... they're not everywhere yet.
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Posted by Anonymous on 2010-02-03:
My Father had Charter for a year or so.He hated the service.He has that Verizon Fios now and raves about it...Not sure if it is available in your area though
Posted by disgustedwithdell on 2010-02-03:
Hi, thanks but I called FIOS before getting Charter and it isn't here yet (I'm in north Asheville). FIOS had its share of problems when they first started up but now I hear nothing but high praise about them. Charter has no excuse for its slipshod work throughout the ill-begotten company.
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Charter lies
Posted by Amylynn15 on 10/08/2009
This company is full of liars. I was told by one person I could have a rate for 24 months, guaranteed. My next 3 bills were all different. I called them and after an hour they still could not honor what I was told before because they can't change the contract which is BS. So I'm going to call every day till I find someone that knows how to do their job. After the year that they told me they could give me(still not what I was told in July) I will be switching to another company. I do not recommend this company to my worst enemy.
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Posted by Anonymous on 2009-10-09:
Your bill will never be the exact same every month because your local, state, and federal 7 FCC taxes are not the same.
Posted by amylynn15 on 2009-10-10:
yes but when it is up and down when tax dont change then I begin to wonder.
Posted by Anonymous on 2009-10-10:
State sales tax doesn't change, but federal and FCC do.
Posted by amylynn15 on 2009-10-11:
again the tax at one point did not change. But my biggest complaint is that someone that works for charter said I was guaranteed a rate total of 127 for 2 years and when I checked my bill and called it was never applied so I called again and after an hour and a half they said they would put me on a 12 mo for a lower price (126 total) but when I called the very next day they again told me something different even though I just talked to them the day before. And I am so frustrated that I am getting nothing but lies from the supervisors/customer service reps that I have spoke to. And where I live I have no choice but having no TV and Internet is looking less stressful.
Posted by Skye on 2009-10-11:
Did you get anything in writing, that would guarantee this rate??

Just asking.
Posted by Anonymous on 2009-10-11:
I still don't get it. My base rate for my phone and internet is 38.99. My bill with taxes and surcharges caused by my lovely government makes my bill anywhere from $43-48 each month. BUT...my base rate never changs. I think the OP is expecting his total bill to be exactly the same every month. It won't be.
Posted by MRM on 2009-10-11:
Left Blank...
Posted by Skye on 2009-10-11:
I may the last person, standing, who refuses to get a cell phone.

I tell my husband, I will get a cell phone, when they come with a jetpack, and I can fly around the sky................
Posted by Umatter2Charter on 2009-10-20:
Good afternoon, My name is George and I'm a social media representative for Charter. We'd be more than happy to discuss your bill with you and answer any questions you may have. Please email us at umatter2charter@chartercom.com attn George/My3cents.com.
Posted by Ponie on 2009-10-20:
I may be mistaken but isn't Charter a cable company? If so, when did cable companies start issuing contracts? I know they do for businesses, but I'm presuming this is a residential account. Why did you feel the need to contact them just a day after a previous conversation? If you're so unhappy with them, just quit. If there's no contract involved, you won't be subject to an ETF.
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Service And Billing
Posted by Mv8167 on 11/30/2008
ST. LOUIS, MISSOURI -- A letter sent to Charter Communication

Dear Charter,

I don't think that this really reaches the CEO of Charter but here goes.

I am totally disgusted with my cable service and especially how I have been screwed from day one. Sorry for using the word screwed but there is no better word for it. My story begins.

I have been using Charter for many years. I've been told on many occasions not to switch to Charter as those around me suggested that they all had a lousy experience joining Charter. I never had any major problems with my service, so I figured why not. After a year of deliberation I decided to go full till, all three services (telephone, cable and internet).

I logged online at charter.com and signed up to get my $150 gift certificate. I selected the $99 but the online service would not accept my address as being a valid address. I was already a charter customer with basic extended service so why was my address coming back as in-valid. I called into Charter to report my sign up issues at charter.com. I was told that I could be help in person to complete my order.

I ordered the $99 service plus an additional $5 for the DVR recorder. After all of the added features and fees to get my 3 services going I thought my bill before taxes was $105 plus taxes. I asked over and over for clarification as I wanted to be 100% clear and have no confusion in what my monthly will would be.

Our installation was scheduled between 12 pm and 4:30 pm. At 6:30 pm with no notice the tech finally arrives. When the Charter installation came, they forgot the HD DVR that I was talked into ordering. The tech had no batteries for the remote and no pamphlets on the internet, phone or cable services. He did not even have a ac power cable for the cable modem so he just reused my old SBC DSL power cord. It was a joke. The tech seemed nice but he had brought nothing with him. I was told another tech would have to come out to replace the cable box. Three days later, I had to take of work again but I thought everything was final.

On Oct 28 I received a bill to my credit card for $169.42. Wow, but this included the cable and internet fees and installation charges. For 3 services the charges seemed to add up.

Two plus weeks later I called in because I had a few concerns 1) was my bill correct, 2) do I have HD channels as mine seemed very blurry, 3) when do I get my $150 gift certificate?

1) First, my bill was only for 2 of my 3 services. The telephone bill had not been added yet
2) They reset my HD box from the office. - (Still today the image on all my HD channels is blurry. Just compare my Cable HD to my areal HD Antenna. My aerial HD antenna's picture is way clearer the the HD picture provided by Charter. My HD cable picture is terrible. To get a tech to come look at the picture will cost me $$$. Si I am stuck with a lousy picture)
3) I was not entitled to the $150 gift certificate because I ordered by phone. - (I was never told that by ordering by phone I would not get my gift certificate. I would not have ordered the 3 pack of services. To make up for the deception of not getting my $150 gift certificate, the Charter representative gave me a $10 bundle package for 1 year free.)

Today I saw my auto bill for another charge on 11/28 for $297. You have to be kidding me. There must be a mistake. I already paid $169 on 10/28. Over $450 to change to Charter's 3-bundle. I must be crazy, something must be wrong.

I called into 1-888-charter today (11/30/08) and was told my bill was correct. How could my telephone bill be $297? I already paid for all the installation and fees for my cable and internet. This is outrageous. The first Charter representative I talked with had no clue how to explain why I had a $297 charge. The second representative (manager, Nicki spoke so quietly I could barely understand her. From her I learned that the free $10 service I was given when I called into ask about my gift card was not free at all. After that nothing ids clear. Nicki removed my $10 "free" service and my $105 service is now $139.

How $139 goes into $450 there is no answer
How I paid $169 for cable and internet and I still owe $297 for telephone is a mystery to me?
Why I did not get my $150 gift certificate? When they knew I could not order online?
Why was I given free $10 upgrade to only have to pay for it?

I really thought Charter was wanting to become a first class company. C'mon. $50 plus to change to $104 service. This disgusts me. I have been a long term satisfied customer. To play games like this is very sad.

I hope you will respond in kind and explain to me my situation clearly. Otherwise you can keep your services

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Posted by woodsk1 on 2008-11-30:
Might want to change to complaint-- Also, be sure to send a copy of your complaint to your local city administrator
Posted by Anonymous on 2008-11-30:
and while you are at it, run it through a spell and grammar check. Anything less than perfect is not taken seriously. One more thing, the expression is 'full tilt'.
Posted by jktshff1 on 2008-11-30:
Seems as if you were as unprepared as charter was.
"I thought", remember what thought did...
little boy "thought he had to poot and shat all up and down his legs"...one of my mama's favorites...lol
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Never Use Charter Communications!
Posted by Cranapple on 03/11/2008

I called to have basic cable and internet hooked up. The first appointment was on a Saturday 10-12. We were sitting at home, the phone rings and I didn't get to it before it hung up. I called RIGHT back and spoke with a rep who said she would make sure the tech knew we were home waiting. Well.... no one ever showed up. I called back and they said that no one could come back to my home because I didn't answer the phone and they had other jobs to do!

SO... I was mad, but I made another appt. No Sat. appts were available so my husband took off during the week. The tech comes, hooks up everything but doesn't check the cable inside to see if it worked. It didn't, so I called back again, and was told I would have to wait another 6 days for an appointment and it would have to be during the week. The rep said she would be sure to put the visit as an "in home visit" so the tech would come inside. SO.. hubby takes off work again, sits at home. No one called or knocked on the door during the appt time. I called and the rep said the tech showed he had come to our house. HE NEVER CALLED ANYONE NOR DID HE KNOCK ON OUR DOOR OR COME INSIDE!! I was furious and told them that he needed to get back out to our home immediately. Needless to say, the tech couldn't be reached and no one came. My husband called to file a complaint with the manager so the rep filled out a form and said someone would call us within 24-48 hours... yeah right, no one has called to this day over 2 weeks later). I made 1 more appt just because my husband would be at home one day last week waiting on Lowes to come to our house, so I made the appointment during that time. The rep again said that she would tell the tech to call and come inside.

Hubby was at home, no call, no visit from Charter!! I called back and immediately asked to speak with a supervisor ( who also don't know their heads from their rear ends) and was told that the tech had come at 2:00 PM (1 hour before scheduled) and he put the job as done!!!!! OH MY GOSH, IF I WEREN'T A CHRISTIAN WOMAN, I WOULD SAID SOME VERY UGLY THINGS! I told them this was unacceptable and that if the tech was not back at my home by 5:00 PM I was doing business elsewhere. The supervisor I spoke with had the nerve to tell me that because dispatch had other jobs to do, they MAY OR MAY NOT be able to come back out.

Needless to say, I immediately cancelled my service and as soon as I did, another supervisor called me and told me that the problem with the cable was that our main wire needed to be replaced!!! What the crap! So after all that and all the people I had talked to, it was that easy to tell me what was wrong. The tech didn't tell me, the other 20 reps I talked to didn't tell me, the 5 supervisors I talked to couldn't tell me. I have paid for an entire month of service I have not had!

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Held Hostage by Charter Communications
Posted by Salem1 on 12/03/2007
NEWTOWN, CALIFORNIA -- Charter Communications offers the only cable television network in Newtown Ct. May of this year I had trouble with my connection. I experienced interrupted services and problems with on demand on a regular basis. I contacted the company. Unfortunately, before you are able speak with a live person to schedule an appointment, you have to spend in excess of 1/2 hour receiving instruction from an automated service.

Finally I was able to get a scheduled appointment to check the problem. The first tech. checked all the wiring in the house but could not locate a problem, the second tried to rewire the cable inside the house. HE SPENT OVER 6 HOURS AT MY HOME AND ACTUALLY MISTAKENLY DRILLED HOLES I'M MY HARD WOOD FLOOR APPROXIMATELY 50 FEET FROM WHERE THEY SHOULD HAVE BEEN DRILLED. IT WAS IN IN ANOTHER ROOM. After this I received promises from the area manager that expert techs would get on the problem and resolve it asap. They did not follow up and I had yet another tech. come to my home. He discovered that it was my underground cable and he would get someone out right away to lay new cable. He rigged a temporary fix, which is exposed on the outside of the house so I could at least get television service.

After several complaints they told me no one was schedule and they had had problems and delays with their contractors. In Sept. they rescheduled a new contractor who visited the house, measure the cable line and put in a couple of red flags. He told me he would be out to install the cable in a couple of weeks. Needless to say he never came. I called again this week to find out what happened, only to be told THEY ARE NOW ON THEIR WINTER HIATUS AND POLICY DICTATES THAT THEY WILL NOT DO ANY INSTALLATIONS UNTIL THE SPRING AND THEY ARE REQUIRED TO HAVE IN IN BY JUNE 1ST OF 2008. (In the meantime they keep contacting me to switch my phone service to them, ha,ha,ha.)

BIG PROBLEM NUMBER 2: Because limited service is better than no service I am forced to make the full payment and then contact them after the fact to request a credit because I am not able to use the services. In other words, they are forcing me to pay in advance for services I don't have.




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Posted by KBay4u on 2007-12-11:
To help with your problem you can contact the corporate office in St. Louis 1-314-965-0555. I hope maybe this will help and good luck. Sorry to here of your problems. Go get em.
Posted by swake457 on 2007-12-31:
Salem1 - I live in Newtown CT too and have Charter. Overall their product and services are *very* poor at best. I haven't gone through a nightmare like you have, but have had numerous run-ins with customer service. They charge more than the other area providers, but their offering lags far, far behind. Especially in HD and broadband offerings. It's been nearly FIVE YEARS and they STILL don't offer the ABC-HD channel. No doubt it's a political mashup between two CEO's that don't like each other at this point I'm sure. Now that AT&T has been official approved by the state to offer video service I'll switch as soon as it's available - cheaper and more offerings! I hear customer service is much better compared to Charter.

You might consider attending the Cable Advisory Board meetings that are held several times per year at the Charter office here in town and voice your opinion there. This is a state-mandated meeting between Charter and the public. You can ask questions, complain, or just listen in. Also you can complain to the state DPUC directly, filing a formal complaint with them.

Posted by cranapple on 2008-03-11:
I feel your pain! How this company stays in business is beyond me! Probably because they are doing so many others the same way they are doing me and you! Charging for services you aren't getting!
Posted by Mike on 2013-11-05:
This is the same thing I went through two years ago with them, and starting to go through again. I had to call weekly to get payment adjustments for six months, and it only stopped because I moved, canceling the service. I just googled "held hostage by charter" and there are SO MANY having the same issue. I'd like to see some kind of class action law suit against Charter.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst I have ever had!
Posted by Jimharkerprint on 04/03/2014
MINOCQUA, WISCONSIN -- Worst service ever. Gave my credit card multiple times to pay for service and sent to collections for them not running card. Paid them and got sent to collections 3 months later.

This is the worst company to work with. The people are robots and read from a script and no one does anything to help you in the company.

As an FYI, this is only the second complaint I have ever taken the time to go online and write about.
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Bad customer service and unethical business practices
Posted by Dianaclifford7 on 03/30/2014
MISSOULA, MONTANTA -- For the most part - these folks don't care if you're unhappy. Their internet is slow too often, and I've had nothing but problems with them (since becoming Charter - even though they state nothing has changed but the name - it changed for me).

The installer put cords through a main walk area, which my son tripped over twice (we have photos but what's the point - they don't care). We are keeping them here until our new ISP installs so we can have a witness - and will be getting statements from as many people as we can over the next few days - dust around them and all so can prove how screwed up this cord thing has been and continues to be). I tripped over it once and pulled the cord right out of the back of my TV (and the whole cable connection so TV is broken). I luckily only fell down and nothing landed on me - just a broken TV. The cord was suspended through the air by about ½" (pulled taught by the installer). My son ruined another TV when helping me move some furniture (at least he didn't trip this time). I have these two broken TV's in the exact condition they were when we accidentally tripped over the cable cord. If someone were to see where this thing was they would be amazed (literally in the middle of the room suspended through the air enough that if not careful this could happen. I'm surprised we didn't trip over it more often. We never got this resolved - eventually had to get an extension wire (which they threw at us and made us do - we couldn't due to the enormity of the splits so had to wait for them to come back). They basically extended it but only enough so the cord would now touch the ground (is still running in the middle of the living room walkway).

They also ruined my computer by putting their software into it twice (yes twice). Once and awhile I get this box that says, "cannot install or upgrade software due to affinigy" or something to that extent - which is digido. Their response - "we don't know why it does this to macbooks and there is nothing we can do." So - why then would they install it 'twice"? Because they didn't believe me when I told them it had been installed before and were too incompetent to search for proof it had been before recklessly reinstalling it. My computer cost 1500.00 and has not worked the same since.

To reward me for 101/2 months of hell - they raise my monthly service by $38.00 per month. Because they never once cared to take care of any of the problems I had due to their negligence and at my expense I have needed to report to the BBB & consumer affairs. I'll likely end up in court. I honestly had let it all go - still have these issues but was trying to be kind and not be a pain to them. Having raised my prices without warning (and taking it out of my account), was the breaking point. I have 2-broken televisions, which need cable connections installed back into (not a difficult process but I won't stop until they take care of this expense), a computer that needs to be sent to a technician (at one point they told me to bring it in to get the software off - at "my" expense when they couldn't do it), and unauthorized amounts coming out of my account.

They have cost me a great deal of time, stress, and money (and just don't care). I strongly recommend any company other than this for your internet and cable services. Their internet may be advertised as fast - and it is "when it works". More often than not I have freezes and delays - major slow downs and needs to reboot (on any devise), and have to turn to my cell phone's internet service for a working connection. Their triple play package - good if you will only want their service on a temp basis. After that you will work your way from the 99.99 to 189.00 - the longer you stay the more you pay. I had been talked into this even though I had been a consumer for about 7 years prior to that. The idea was "you will pay a little less and get a phone out of the deal" I took the offer but was never told that I would pay in a big way down the road. I've asked them to pull the recording from that call (I had called about us tripping over the wire a second time and a second TV being broken), when they sold me this package. I thought existing customers didn't get this deal but evidently because I was paying a decent price they figured they needed to hook me for something (I have no idea why they did this).

A sad ending to a company I would have preferred to stay with for life simply to have some continuity- was even willing to bypass the difficulties to stay with them but they pushed things too far.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Posted by Amandasukkel on 02/06/2014
I was billed for services I did not use. And when I called customer service they couldn't/wouldn't remove the charges. I even spoke to a manager, and she tried to explain there was nothing they could do about the charges. I'm very disappointed about the customer/Charter service!
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Posted by nikalseyn on 2014-02-07:
I think you misunderstand the nature of cable tv. The whole point is that most people use less than half of the services they are billed for. Think of it as like ObamaCare. Everyone who works for a living subsidizes those who do not work and/or get a subsidy. You pay, they play. Your best bet is to cancel the cable tv and go to streaming via a Roku box, etc. You can save $70 to >$100 per month by doing so and watch all the movies, tv shows, etc. that you could ever wish to watch. Check it out. Simple to do and the best thing we ever did. Keep Charter internet, tho. Very good and reliable.
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