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!
BULLHEAD CITY, ARIZONA -- I live in Southern California but own a second home on the Colorado River. I made an appointment for the installation of three DVR's in my River home more than two months in advance and got automated calls from Ironwood confirming the appointment approximately 24 hours in advance.
After receiving the confirmations, I drove to my River home, a 9 hour round trip, for the sole purpose of keeping the appointment. I waited patiently during the 1-5 window I had been given for the appointment. At 4:00, I called to make sure they were coming and was told they did not have the equipment they were supposed to install. They never bothered to call me; I wouldn't have found out unless I called them.
That was on a Saturday. The person I spoke to said they could get the equipment and install it for me on Monday if I was willing to extend my stay. Not wanting to waste the entire trip, I agreed. Unfortunately, Monday was merely a replay of Saturday. Again, I waited until 4:00, then called to make sure they were coming. Again, I was informed the equipment had not arrived. Again, they did not bother to tell me this; I only found out after waiting several hours before calling them.
My 3-day trip was completely wasted. A full week has now elapsed and Ironwood still has not apologized or offered an explanation. They have yet to call me (other than the automated calls) for any reason. I think there are enough disgruntled customers out there to interest an attorney in a class action, which I would enthusiastically join. In my opinion, Ironwood's behavior is uncivilized and burdens other people unnecessarily. Never, to my knowledge, has a service provider displayed such utter contempt for its customers.
MARIN COUNTY, CALIFORNIA -- I scheduled an appointment for a new satellite dish in December. The soonest they could come was January 31 between 1 and 5. I waited around all afternoon. No one showed and no one called. When I called, I was told that my order had been canceled but they had no idea who canceled it or why. The soonest they could reschedule was a month later.
When I told them I already had waited a month and shouldn't have to go to the end of the line because of their mistake, they basically said tough luck. I tried to reach a supervisor and was told he would call me back. No one ever called. This is one of the worst companies to deal with. I see from other postings on this board that my experience is not exactly unique.
AUBURN, CALIFORNIA -- Jan 1: Ironwood tech comes out to install HD receiver. He encountered problems and stated (and wrote on the work order) he would be back on January 5th. Jan 5th: no show. I called DirecTV to complain. I received a call from an Ironwood supervisor stating a tech would be out Jan 12th. Jan 12th: no show. I called Ironwood and asked for that supervisor. He never called me back. Again, I called DirecTV. Another appointment for Jan 20th. We'll see if they show. I changed my work schedule to accommodate the techs. they could at least called me to cancel instead of me waiting around.
NAPA, CALIFORNIA -- I have to agree with other reviews I've seen on this company. Their service is pathetic. I had an install date, took a day off work to be there, and they never showed during the prescribed hours (sometime between 8 and 5!!!). They called back twice afterward to "get me back on their calendar" but after we were unable to connect they cancelled my order.
My equipment sat in their office for another 2 1/2 months while I went on with life. Not a word from them, the onus was on me apparently to resolve the situation, as if it is my full-time job to make arrangements to get TV equipment hooked up. I just made another appointment, through DirecTV... Hopefully they'll show up this time but I'm not holding my breath.
CHERRY HILL, NEW JERSEY -- I wanted to relate my DirecTV experience in New Jersey with Ironwood Communications. I had read all of the horror stories on here and I did have some problems with DirecTV building my order and hanging up on me several times. And I spent hours on hold trying to get scheduled until my neighbor gave me a business card of a Director from that company.
He had been out to to my neighbor's home to do an install and left his card. I called him and he had me scheduled (WHEN I WANTED IT) and I got a call to verify my order two days before and at 8:10AM on the day of my installation, I had a installer on my door step. He did a beautiful job and he called to check on the install after the fact. And told me to call whenever I had an issue -- WHENEVER -- I have called but not with a problem which new customers. I would recommend DirecTV, Ironwood Communications to anyone.
DENVER, COLORADO -- I ordered DirecTV about 2 weeks ago and scheduled an install for last Sunday. Sunday came around and I waited. When the tech didn't show up I called and was told they didn't have any equipment and that they would have to reschedule. I rescheduled for Friday and took the day off from work without pay. No tech showed up. I called in and they said they had no record of having an install planned for me. I called DirecTV back and they convinced Ironwood to install the equipment on Saturday. So I give up my Saturday. The tech did not show up at the appointed time. When I called in they said that the work order never got sent to the technician by the dispatcher.
I then was told that there was no equipment available. Shortly thereafter (And a lot of cursing later), I finally talked to a local supervisor. He directed a tech to install at my house today. Sadly the tech hasn't shown up yet but I am told I am on the list. So far I have given up 15 hours total of my free time waiting for this lousy company. Such professionalism both on the phone and how they conduct business. It is absolutely inexcusable. To make matters worse I have been made to feel like I should thank my lucky stars that they are making an effort to come out today (Assuming they show up). What a joke of a company.
PHOENIX, ARIZONA -- I am a senior technician for Ironwood Communications and I see more than all of you could imagine. Pissed off customers and just plain bad work. Do you think anyone who has had a good experience gets online and writes about it? No, they don't. When a customer is satisfied then everything went well and there's no reason to pass along comment. There's good technicians and there's bad techs. What people don't know is that there is new techs, good techs who make mistakes, and plain old large company miscommunication.
My point is that there are plenty of techs out there who care about the customer, care about their company, and care about their job. I am one of those techs who, if I could, would come to each and every one of your houses and complete the necessary work to ensure your satisfaction. All I can do is my small part. All I can do is my job. Here's a little advice. If you want the reassurance of an experienced technician, ask for a senior tech. I guarantee, we'll do our best. Don't blame all of us. Thanks.
MISSOURI -- You think you have a problem. They came to my house on 12/26/06 to do the installation. I have everything up, the tech. whose name is Jack, Badge # **, wanted to charge me 125.00 cash to do the installation. I told him he was crazy so we had words. He called the police on me because I had his clipboard, I told him he wasn't getting it till he gave me 125.00 cash. So the police came, I had to give him his board back.
So I called DirecTV, told them what happen. They have me to call ironwood. They said it was a misunderstanding and they was sorry so I was to get hook-up 12/30/06 between 8-12. Well it is now 5:45 pm. Just got a call from a guy name John he said that he can't make it till 12-1 in the morning. I told him if he came to my house at that time in the morning he would be talking to my lab. I will keep you updated.
PHOENIX, ARIZONA -- Ironwood Communication was scheduled to upgrade my HD dish & tuner on Monday between 1-5 PM. At 4:30 PM I received a telephone call from a person who was very difficult to understand telling me that he would be really late. The shop had overloaded him & all of the installers with more work than could be done. I called the shop to complain about the situation and the person who answered the phone said he would get with his supervisor and see where they could help out to get the job done & call me back. No one ever called me back. In fact the next day I checked the status of my order online and saw that they had changed to installation date to 7 days later.
I called & talked with a supervisor who was very defensive of his contractor who could barely communicate and then promised to get the job done today & hopefully in the morning. So once again I stayed home and at 4 PM. I called to talk with him because a job was still not even started.
He asked for my cross streets. I asked why does he have someone in the area to do the job and when he did not answer the question I asked him “Do you even have anyone dispatched to the job yet?” and he said no that he never promised me what he did. I called DirecTV and cancelled all my orders that I had involving Ironwood Communication and even though I really wanted the upgraded HD equipment no way will I support a company like Ironwood that lies to its customers.