Time Warner Complaint - Transfer of Services... Is there any help out there?
ROCHESTER, NEW YORK -- 8/20/09 Called Time Warner to notify we were tentatively moving into a new home, but was unable to give date due to well water issues. Spoke with Alex, who informed me I would be able to keep my current equipment and they will install into our new home (he was aware this was a newly built home).
8/27/09 Called Time Warner spoke with Larry and requested our service be transferred over to our new home. He was unable to complete service as our new home was determined to be "unserviceable", he cancelled the service for our old home and a bill would be sent for that. He said he would have to send out their "construction" team to check home and he would call and let me know results. I asked about the equipment and he said I would have to return it or pay for it. I explained what Alex had instructed me and he said he would note I was keeping it because we planned to connect the service. He told me that he would know something in 7-10 days, but since we had already been waiting he told me he would call and update me tomorrow.
9/3/09 Called Time Warner and spoke with Keisha. I informed her of above and she checked our account and informed me that the construction team came out and checked our home and it was determined to be "unserviceable", that we need to return the equipment. I told her it might be a few days because the nearest site to us was Webster (30-40 minutes away) and I had just broken my toe, so walking was painful. She told me that was no problem.
9/3/09 Called a [snip], who left a Time Warner cable brochure on the door of our newly built home weeks before we moved in (actually before we even bought the home). He told me he would call and check with his construction people on status. I asked about the equipment from previous home and he said he would stop by tonight, he would be in the area anyway to get a signature from another client and would update me on status. He never came and never called again.
9/4/09 Called Time Warner again, could not understand the name. They informed me that construction had indeed come out on 8/28/09 and deemed our newly built home unserviceable. I asked why because many of our neighbors had the service, why couldn't we when we lived practically next door. They informed me a letter was being sent to our new address about installation and fees we would need to pay in order to set up service at our new home.
9/5/09 My husband called Time Warner and spoke with Jennifer, who told him that the construction department was looking into the installation.
9/7/09 Received final bill in the mail. Was charged approximately $200 for the equipment that I was told to keep at one point, told they would pick up at another.
9/10/09 Still have not received a letter from construction department (do they even exist?), am very frustrated. No one seems to be able to assist us with this. I keep getting pacified by their customer service department, with promises to notify me and keep me updated, which never occurs. I definitely would not recommend this company to anyone after this experience. Too bad there is not enough competition in this area.