SCOTTSDALE, ARIZONA -- This company is the worst. Between no shows and then drilling into my stucco with 1/2 bolts that within 24 hrs the dish fell off and hit the ground breaking leaving us with no TV for the weekend. Will see today if they even show up to fix the problem. All I hear is "we are sorry" and no action. Already made three calls before 9:00 am to start my hammering process in order to get them to do their job right! DirecTV need to find another installer company or hello dish.
PHOENIX -- These guys are the worst! Worst service call I've ever experienced. They trashed my house, placed power tools on my antique stereo, made 5 separate messes that he didn't clean up and worst, installed a new dish on the roof, JUST LEAVING THE OLD ONE DISASSEMBLED ON THE ROOF! I called Ironwood on October 21st and they called me back 19 days later! "Ben" wanted to come over and inspect and I told him I didn't need their services badly enough to allow anyone from their filthy company into my home again.
SHELTON, WASHINGTON -- It took Ironwood four trips to almost get the installation right. The quality control tech wanted the dish moved for better reception. The tech didn't follow through with the request! After waiting around for FOUR appointments, I am done! I wouldn't have switched from Dish Network had I know the incompetence of this company!
SANTA ROSA, CALIFORNIA -- This company is the worst ever. I had a appointment for yesterday between 1-5. Nobody showed. At 5:pm I called them and they said the installer would be here at 6:30 pm. He never showed. I called them back at 7:30 pm, they could not contact the installer, I called until 9:00 pm, and was told that the installer still had the equipment in his truck, so I would be first in the morning. I have taken off another day of work to make this appointment, and it's another no show. The company now says that they can squeeze me in next week. DirecTV is doing nothing about this mess.
This morning I spoke to a manager named **. He said it would be unfair for a installer to come out to my house today, just because his installer hung me up all day yesterday. I have to wait for another appointment on another day. I have posted the above comments on Yahoo reviews for Ironwood Communications, and while checking the internet I have found that there are many posts complaining about poor service.
QUEEN CREEK, ARIZONA -- I have had or I guess I should say put up with DirecTV since November 2005. I should say DirecTV, when working, is great. Since Nov. 2005 I have scheduled 11 appointments with Ironwood Communications. They have made it on time to just 4. The first was the initial installation scheduled for Nov. 25, 2005. The tech was a no call no show.
A few days later they gave me another 4 hour window and this time the tech called an hour before that 4 hour window would expire and told me that he could not find my house and it would not come up on MapQuest. I told him I would give him directions, but he said he had already left the area. The third appointment was again a no call no show. I called Ironwood and they told me that I never had an appointment. On the fourth try, the tech showed up 1 hour late rude with me and my wife.
About a month later my HD channels stopped working. I scheduled an appointment where I got the same excuse that the tech could not find my house and it would not MapQuest. Of course, FedEx, UPS and Qwest had no trouble finding it on MapQuest. So I rescheduled for about a week later. The tech arrived on time and fixed the problem with the HD channels and installed an off air antenna so I got local channels in HD. The antenna worked for a total of 3 hours. I decided to wait for the new DVR and dish to come out rather than have Ironwood schedule another appointment to fix the off air antenna
When DirecTV introduced their new DVR and dish. It took again 3 appointments for the tech to make it to my house and install it. They use the same excuses as before. This past week my local HD channels went out. I scheduled an appointment for Sat. from 1-5. The tech called at 12:50, I missed the call.
I returned his call at 12:58 and again he told me he could not find the house and I told him I would give him directions and he said he was in Queen Creek when he called at 12:50 but he was now in Chandler. Interesting since Chandler is about a 45 min drive from Queen Creek. He was rude and condescending to me on the phone. I have rescheduled for this Sat. We will see if they make it.
It should be noted that my house is in a very developed area and is easy to find. After extensive dealing with technicians, supervisors, and managers with Ironwood communication, it is my opinion that a culture of poor customer service and outright contempt for their customers exists. Through all of this DirecTV has done nothing!
PHOENIX, ARIZONA -- DirecTV has hired Ironwood Communications as a key subcontractor in several states. However, Ironwood, a privately held company, has nearly no regard for customers. They give you an 800 number to call regarding installation appointments that won't go through without an access code which they make sure that you don't have. Their local number is for employee access only and they list only their fax number. Boy, that is just so helpful! They did not show up as scheduled today to install DirecTV.
The installer called me up with lots of attitude. He was too busy to get here!!! [In his defense and the fact that they are trying to get more employees through monster.com, I suspect that he is overscheduled.] However, he was not nice on the phone call and said that he was busy. My point is that he could have called and said that he would be delayed… would that have been so hard? He had a 5 hour window (7am until noon).
He didn't call until after I called DirecTV. He was defensive and annoyed at having to talk with me. He called me back shortly afterward saying that he might be by at 1:30pm, but that I had to call him back or he would cancel the installation. What right does he have to cancel the installation? Neither DirecTV (who seem to know little about these folks) nor folks at Ironwood Communications seem to know if he could do that. Yes, I actually, got to them through DirecTV.
The woman at Ironwood automatically told me that she was sorry for my trouble. I said that she didn't sound sorry and she laughed! I guess I called that right. They have some kind of deal with DirecTV that is so good DirecTV doesn't seem to care if their customers are screwed in the process. Wow, I wonder what this relationship is… probably lowball bidding. DirecTV shame on you for no customer quality control metrics!
If my husband didn't think DirecTV had something to offer, I would drop it so fast! It is not worth it, being treated like this and being laughed at. I made my husband come home from work so that he can deal with these people. It is 1:00pm the time the laughing lady gave me for a serviceman to be here and guess what, no one is here. I have only been waiting 6 hours. But, then my time is not important to either DirecTV or Ironwood Communications.
SAN DIEGO, CALIFORNIA -- I recently requested an upgrade of my DirecTV for an HD receiver/dish. I was connected with the installation contractor, Ironwood Communications (IC). IC promptly set up an appointment for the installation within 2 days of my request for an upgrade. I was told they would be at my home between 8AM and Noon on a Friday.
When that day arrived, I waited for someone to show up but by Noon nobody had arrived so I called IC call center who called the local IC dispatcher but they said they were unable to contact the installer. They said notes on their file indicated the installer was running late and should be there within an hour. At 3:00 PM I called back to the local dispatcher who said the vehicle had broken down. They apologized and asked if we could reschedule for Sunday AM but I said no and requested they come out on the next Tuesday AM if possible. They re-scheduled for Tuesday between 1PM and 5 PM.
On Tuesday morning I called to confirm the appointment and was told they would be thereby 5PM. Once again, there was no callback and no show by the installer. I called the IC dispatcher back and they said the installer was running late but on his way and would be there between 5:30 and 6:30 PM. By 7:00 PM, nobody showed. I called DirecTV and spent 45 minutes with customer service, the retention and resolution teams who said they would follow up. DirecTV said they would credit my account for $100 for the missed appointments and would get back to me.
I got a call the next day from the local IC manager who said they would come out on Friday of the same week. I asked if I could have a better time slot than just 8AM to Noon and he said they would be there between 8AM and 9AM. The installer finally showed at 10:00 AM.
I told DirecTV that this company (Ironwood) is making them look bad. They said Ironwood is their exclusive installation contractor and that they had not received many complaints. I advised that they look into this closer because these types of issues can cost DirecTV it's reputation for good service.
CORONA, CALIFORNIA -- Wow! In exasperation I googled this company to find so many customers out there with the same EXACT complaints, it makes me wonder why DIRECTV executives would allow their contract to continue with this company. As Ironwood earns money by the contract and gets charged for each missed work order appointment I can only assume that they are the most incompetent company ever.
My story is the same as everyone else's - a four window appointment is made. An hour before close of that window I received a call extending it by a couple of hours. We waited for three hours beyond that window, but the technician didn't show. This was a Friday evening. On Sunday I called DIRECTV to inform them of the No show to be told that my appointment had been rescheduled (that's Ironwood's way of avoiding showing themselves to be incompetent to DIRECTV). I was told that I was booked for Monday 1-5pm. Guess what, same thing happened.
At 4.15 I received a call extending the window to 5.30. I left my house at 6.30 after another no show. I returned home to find a voicemail left at 6.30 saying the technician was on his way but couldn't find our house. Obviously he and everyone at that company has never heard of a Thomas Guide or know how to go online and MapQuest. Inexcusable service.
I called DIRECTV to cancel my service after seven years as a customer (I was only wanting a technician to activate service in a third room for me), and the customer service rep was very good. EVERYONE LISTEN: make sure you call DIRECTV and receive your $100.01 credit under their no show appointment guarantee which gets billed back to Ironwood Communications.
Anyway, I was convinced to give them one more try which is for this coming Friday. I won't hold my breath. If the same things happen then, I will be cancelling my service with DIRECTV. All I can say to is BEWARE of this company. Better still don't book your installation or service with DIRECTV/Ironwood but find a different company to come out. Good luck!