Charter Communications - Page 3

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Charter destroys local Company, Bankruptcy feared. Charter claims protection under “Tariff”
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At the beginning of the second week of November, just about the same time the new phone book came out, I, the owner of a local “home-based” Carpet and Rug cleaning company started getting phone calls from customers wanting prices for cleaning everything from suede jackets to complete suits. Repeatedly, I informed the many callers that we did not provide the services they were requesting. For over a week the calls kept coming in for laundry service but none for carpet cleaning, one woman even came to my place of residence to drop off her garments for cleaning. After more calls came in, I opened the new 2010 AT&T Real Yellow Pages phone book and was shocked to find that I was not listed where I had been for the last six years. However, after turning to the “cleaners” section, I found my company information. Completely confused and upset, I contacted Charter Business, my business phone provider, to sort out the problem. This would prove to be the worst nightmare any “home-based” business owner or any phone customer could be faced with. For days I would contact Charter and spend valuable time on hold and/or repeatedly having to explain and re-explain the problem and the effect(s) the problem “WOULD HAVE” on my company’s income (a loss of hundreds of dollars a day) to people that could not help me, to include being passed around from one representative to another (“THE CORPORATE RUN-AROUND”). Finally, I started recording the treatment I was receiving from Charter Business and Charter Residential “Service Representatives”. To make a long story short, AT&T proved Charter to be at fault and Charter told me to shop around for advertising for the year and e-mail the price to Charter so a form of credit could be arranged for me to advertise for the year. So did, in the end, Charter changed their minds and told me they would not and could not be held liable for “Any” damages to my business because they have a Tariff that states the following.

(This is what is printed on page one, please note that it says “residential”)
This tariff contains the description, regulations and rates for the furnishing of services and facilities for local and long distance telecommunications services provided by Charter Fiberlink-Tennessee, LLC to residential customers within the State of Tennessee.

3.1.4 Directory Errors and Omissions
The Telephone Company’s liability for damages due to errors or omissions in directory listings will be limited to a credit of one month’s basic service
7. Business Services
7.1. Rules and Regulations
The regulations specified herein are in addition to the rules contained throughout this Tariff and other tariffs of the Telephone Company. Failure on the part of customers to observe these rules and regulations of the Telephone Company automatically gives the Telephone Company the right to cancel the contract and discontinue the furnishing of service.

this was my “sole source” of advertising and it had worked and served me well for over six years and that a business practice of this type is what allows me to keep my prices competitively low. Now I am unsure of what I will do now with advertising prices so expensive. I have contacted the Tennessee Regulatory Authority and their stance is that they have never had to deal with this type of situation and they themselves don’t even know why that disclaimer is in their Tariff, as Tariffs deal with pricing protection.

The recordings of my conversations with Charter representatives and the treatment I have received is nothing less than a primer-cap in a very big bomb of “GOIN POSTAL”.

In short, because of a piece of paper written by a billion dollar industry, you to can be ruined with no course of action except eat it and smile.
Service And Billing
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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 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 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 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

Never Use Charter Communications!
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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!

Held Hostage by Charter Communications
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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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Charter Communications Sucks Terribly in Wisconsin, Number 2 Behind California in Complaints!
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Rating: 1/51
WISCONSIN -- My internet went down. The reps tried to claim my problem was in my home in an attempt to charge me for the service call. The next morning I asked my new neighbor if they had a problem. They told me they had a new install and the installer had to come out again to fix a problem he couldn't fix the day before. Long story short -the vice president of Charter called me after venting my wrath discovering that the installer cut off service for the entire neighborhood. But they still wanted to charge me for a home visit. I made them cancel the appointment, but not after going through call after call complaining that they have no idea how to treat customers. They could tell that no signal was returning from two separate modems mid afternoon the day before, but no clue that the entire neighborhood was lost at the exact time the installer screwed everybody's service for 48 hours. Wisconsin leads the Midwest in complaints and only is outdone by California with 7 times the population. California=38,332,521 /Wisconsin=5,742,713. How is that even possible? It's because they suck so bad and are a ripoff!
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Do Not Go To This Facility
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Rating: 1/51
COVINA, CALIFORNIA -- DO NOT GO TO THIS FACILITY FOR DETOX. We brought our daughter here to be treated for detox so she could enter a different residential facility. Come to find out, they put her in the psych ward (mind you she was just entering for detox due to a drug and alcohol addition and she had just two days prior been evaluated at Hoag hospital and they found there was no way that she could be held or treated for physiological issues, she needed to be sent to a rehab facility - and to enter rehab you need detox first). Not one other person in the unit they put her in had any type of drug or alcohol problem). When we went to meet with them for family counseling, the councilor had no idea that she had any addiction problems and thought she was being treated for trying to kill herself. To make matters worse, the doctor that was seeing her everyday put her on mood stabilizer pills and in addition had written orders to give her Benzos and prescription sleeping pills - Benzos where her drug addiction that she was to be detox from. Everyone at the hospital immediately backtracked and found a way for her to be released immediately to me once they realized what they had done. They are very unprofessional and have made a very huge mistake that they will be paying for. I guess since we are private pay insurance they just wanted our money. My daughter repeatedly told them what she was there for and not one person in the facility looked into it. I have to take the next step in making sure this does not happen to someone else. I will do everything I can to shut this place down.
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Charter Sucks
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Rating: 1/51
RENO, NEVADA -- I get my Social Security benefit on the 3rd of the month, I went to the store and got a money order to pay my bill and put it in the mailbox the same day. It would have been picked up no later than the 4th. The bill was sent to Los Angeles, CA from Reno, NV and they claim it took 9 days to get there, which they claim made it late and charged me a late fee of $7.95. I find it hard to believe it took 9 days for the payment to get to Charter, I believe this is a scam to get more money out of people. I have called them twice to try to get it taken off since 9 days is very unbelievable, and its Christmas time so of course there is more mail in the system. Regardless I still do not believe it took 9 days to get to California from Nevada. I bundle my cable, internet, and telephone with them and pay $110 a month so now since they are being so stupid, I am going to get my service from either Direct TV or AT & T and they can lose my $110 a month. Serves them right for being so arrogant.
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Charter Cable - Billing Payments
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Rating: 1/51
NEWPORT, OREGON -- Charter Cable are the most greedy company I have ever dealt with. For the two - years I have been in my condo I have paid my bill every month. I am a widowed lady in a wheelchair. My bill runs about $46.00 month. I had a small check that was returned one time from my bank. I resent the amount to cover with a money order which they claim they never got. First shut off, called got connected with another payment. Then this month, December I paid $50.00. With about a $43.00 balance, they shut me off again!!! Right before Christmas, real nice of them! They are a company worth millions! And they can't survive without my 43 dollars!!! MERRY XMAS!!! To you, CHEAP CHARTER CABLE!!!
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Complaints of Numerous Calls
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Rating: 3/51
SAINT LOUIS, MISSOURI -- As a sales agent, I get frustrated when I call on existing and prospective customers who complain they've received several calls per day, "I spoke to someone last week and said I was not interested, ..." etc. and suspect some previous agents are improperly dispositioning the calls as "answering machines", etc. rather than "Refused - Not Interested" which takes just a few seconds to do. Ultimately, some of them request their numbers be removed from the calling lists. Does someone at Charter have someone to audit the agents' calls to ensure all the Refused results are recorded as such, and NOT as "answering machines", "dead air", etc.??? I believe Charter customers believe far better treatment than this.
Resolution Update 05/23/2014:
Very few such complaints received over the last 6+ months.
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Cable Box Reliability
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Rating: 1/51
ST LOUIS, MISSOURI -- Their cable boxes break every 3 months so you have to either pay $40 and take a day off work for them to send somebody out to fix their equipment or spend an hour standing in line at one of their stores to trade it in for a different box. I've had their service for a year and a half and every few months I'm back in line for a "new" box.

Also, their customer service is terrible. I transferred service from one address to another, they told me to keep my equipment to set up at the new address but then charged me over $400 because my equipment was not returned from the original address. It took 4 phone calls to correct plus the several calls I got asking why I had cancelled my service at the original address.
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