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 too can be ruined with no course of action except eat it and smile.
GREATER WORCESTER AREA, MASSACHUSETTS -- Charter Communications is a monopolistic blood sucking business operator. They have not received ONE good review from actual customer. You can make out that good reviews are phony once you read through them. They all are stereotype opinions. I has to opt for Charter for internet & cable since there is no other service provider in my town. Here are some red flags from day one.
I called to sign up and asked if they had any good offers for new customers. The CS chuckled and said "I don't have a choice, you can sign up or be left out.' OK so I signed up for $110 for 3 Mbps internet & cable with 10 HD channels and all basic channel. Not a good deal by my standards for new customers! Not a single promotion added. This was their base price. Installation day, the guy is late. He comes at his own sweet time and slaps me with a $ 50 install fee. Hmmm. Internet speed is slow. I call CS. She tells me my neighborhood is hogging the line, I will have to suffer.
Makes me wonder maybe DSL would be cheaper, if I have to live with low speed anyway. Cable box reboots EVERY time I power on the box. CS tells me 'duh, just don't power off the box'. The box heats up beyond belief if kept on overnight. I ask for a new cable box. CS says "no, cannot do that until it goes dead." One lucky day the cable box dies finally, I ask for replacement. CS says "go to your nearest location and get it replaced else wait for 2 weeks for the next appointment." End of first year, I call to cancel service since I am fed up.
CS threatens me for 45 minutes that if I cancel they will not let me sign up again for the next 6 months and I will be left in the dark with dish. I chicken out and stick to them and end up paying $130 now with lower # of channels. Same abuse, bad service, unprofessional attitude, internet downtime, cable downtime continue for a year. Beware about their CS. If you have called to change anything on your service, please call several times to confirm, because they never make changes even when they say they did. I have heard blenders run, babies cry, vehicles backing up, crunching & munching sounds while the CS is trying to talk to me.
I am not sure where they operate from but I am sure they are definitely not trained professionals. I finally decided to stop Charter this year. Dish is not offering me anything great, but at least I do not pay for being kicked around and abused by CS. I think it is time BBB took action to fix the obnoxious attitude and low standard service that Charter offers. I am still waiting for some to drag them to the consumer court.
APPLE VALLEY, MINNESOTA -- I've been reading complaints about problems with Charter's installation, customer service, and DVR service. I shouldn't have been surprised at the ones that were coming from my same area. One of them was within the same time-frame. I've had no problem with Charter's product. My complaint is with their customer service and installation.
When we moved to five miles further south a year ago, we had to switch providers. I've regretted it ever since! I never had any problems with services from our previous provider. Problems were resolved quickly and efficiently as well as courteously.
We had 60 days before closing on our new home so I set up the appointment for service installation two months in advance. I set the appointment for the day after closing. We have VoIP and poor cell phone reception in the immediate area so I called to verify the dates and confirm the appointment at least a couple of times. In fact, I called the day before closing on our house as we weren't closing until the afternoon.
Charter showed up a day early to do the install. That was a slight problem since we hadn't even closed on the house yet! Their response was "We're sorry. We don't understand why the technician came out on Thursday instead of Friday since Friday is the date on the work order. What? You need us to come out on Friday? We're sorry, we can't do that. Friday is full. We might be able to squeeze you in next week or maybe the week after that. Yes, we realize it's our fault for this error. Sorry." We were without phone service for three weeks. Everyone else made the transition without a problem.
Once Charter came out, the technician refused to install the additional outlet ordered because it was unneccessary (we could tear up the carpet and drill a hole through the floor ourselves) and he didn't have time. Never mind the fact that it was on the order. When I complained to Charter, they offered to not charge us for an additional outlet. That was nice of them since they never put one in! My husband has a degree in electronics and has been a media technician for nearly 23 years. He certainly knows how to run wires and if he wanted to drill a hole in the floor, he would have done it. We wanted the outlet put in!
We finally got internet service (and use of our phone again) about three weeks later. I thought our troubles were over until we upgraded services in August. We sent an appointment and waited for two weeks. Charter cancelled the service call the day before because they didn't have a DVR. They sold us the service but couldn't deliver the product. They didn't know when they could fulfill it. Once again, they were "sorry".
Charter cancelled the second service call. They called our home in the morning for a 4:00-6:00 appointment and decided that we weren't going to be home at 4:00. Never mind the fact that the work order stated they were to call my husband's cell number. Customer service confirmed that number was indeed the number on the work order. Underneath it, our home phone number was also listed. We had to wait and make another appointment.
They kept that appointment. Apparently Charter technicians do not test equipment after an install to ensure that it works. My internet service didn't work after installation. Our DVR box didn't work after installation either. I see a pattern forming. By now, nearly two months had gone by. They tried to correct the problem remotely but it didn't work. Another appointment was set. Charter cancelled it again for the above reason. They did it again. I shouldn't have been surprised. Never mind the fact that we called the day before to confirm that Charter had the correct number.
This time customer service tried to claim they did call the correct number until I asked them why it didn't show up on the cell phone caller ID but it did show up on the home caller ID. The problem was finally solved (via remote) and it turns out the problem was at their end. Charter threw $14.00 at us for loss of service we were charged for but never received, cancelled service calls (due to their errors) and the countless hours we spent on the phone as well as time away from work. Everyone was happy... except us.
RENO, NEVADA -- Last night I watched "We are Marshall" and noticed an inordinate amount of commercials. I timed it for 33 minutes and found 6 minutes of movie and 5 minutes of commercials three consecutive times. It was so annoying that I couldn't keep up with the movie plot.
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.
GAINESVILLE, GEORGIA -- The Charter Triple Play was eye-catching. So since we were getting married, we thought we'd drop her current provider & make a “fresh start”… Boy, was that a mistake. I called Charter September 3rd to sign up for the Triple Play ($29.99 for TV, internet & home phone). (I still do not know why we needed a home phone, as we have cells & have not had a landline in years, but they said that was a part of the package, so we bit.) We had it installed October 2, as we were getting married, honeymooning, etc & did not want it till 10/2. I was quoted $107.94 for the first 12 months (the first month was to be $137.93 for installation, etc.).
I received my first bill October 9th in the amount of $301.41!!! I called immediately & asked what the heck was going on. After getting nowhere, even after talking with the supervisor Matt, I told them I wanted to cancel my services & pay up what I have used. I returned the equipment the next day, October 11th.
They have been sending me bills for $71.00 & I asked what that was for, they said that was for the telephone connection that was in place! I told them that I'd told them I wanted it discontinued when I called previously about cable & internet. They said I did not specifically say I wanted to disconnect the telephone, therefore the continuing charge! (We did not even need/want a phone line from the start, they said it was part of the ‘bundle'). In the meantime, Charter has sent my account to a collections agency to collect $68.40.
I am posting this to let all know that they are a scam & to beware of their schemes. I have since switched to AT&T, & while I believe their services to be high, I can afford $106 A month for internet & cable a little better that the bait & switch Charter pulled on me & yes, I am going to pay the $68.40, but I wanted to post this first & I will also be sending them a hard copy of this in the payment!
PORAGE, MICHIGAN -- First, let me say everyone I talked to was nice and tried to be helpful except Bonnie. After switching from AT&T due to their rate hiking, I went with Charter and they promised to lock in my price for 2 years. The first 6 months took me literally 10 phone calls (Liam, Jason, Sheri, Felicia, Jamaal, Linda, Theresa, Brook, Andi, and Sonya) to correct my billing. Apparently, their system is complicated and non-user friendly for billing and corrections. On top of that, their modem regularly (2-3 times each week) disrupted my WiFi service to where I had to reset the modem, reset the router, and restart my computer every time.
Their tech specialists who I spoke with and came to my house twice could not offer any solutions until their company received their new modems with better technology. So I was just waiting a few more months until I was going to call again to have that done. Then they audited my account to find that they were not billing me a monthly charge to use their (crappy old school) modem. Of course you weren't! Didn't you read the notes on the account? This is part of what you promised. Apparently, they were not supposed to and would not take the charge off my account.
After reading to them my notes of all the issues I have had in the past 10 months, no one offered any real help or solutions (Chris and Bonnie) until I called (Guy) to cancel because I decided to go back to AT&T. If they would have offered to credit me enough to purchase my own modem in the first place, I would not have changed back. But I am glad I did because now I pay less for the next 12 months and get a $200 Visa gift card. Charter is not worth all the hassle.
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 neighbor's 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 backyard. She was barking at him. I don't know what happened to this guy, but he is at the edge of my yard (even though 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 assaulted my dog the way he did. Three days later I'm riding through town and who do I see? The same tech in the same van working.
No one from Charter EVER called back or the contracted company! Charter is a horrible rip- off of a company who employs abusive techs. ** 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!
I was told not to discuss untill the investigation is resolved.
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 a while 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.
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 on-site 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 awful. 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 sales rep 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 help desk 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 whom 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.