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BBB Business Review

BBB Accredited Business since 03/22/1996

Time Warner Cable of Monroe

Phone: (877) 566-4892Fax: (704) 378-27781490 Walkup Ave, Monroe, NC 28110-3524

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BBB Accreditation

A BBB Accredited Business since 03/22/1996

BBB has determined that Time Warner Cable of Monroe meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised Time Warner Cable of Monroe's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 25 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

25 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Billing / Collection Issues7
Problems with Product / Service16
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 25

Read Complaints | Definitions | BBB Complaint Process | File a Complaint

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (25)BBB Closure Definitions
Complaint resolved with BBB assistance (22 complaints)
05/01/2013Problems with Product / Service | Read Complaint Details
X

Additional Notes

Complaint Category: Improper or inferior service

Complaint: My internet keeps going out & I pay for the premium internet service. They keep coming out and switching my boxes etc. Still slow & bad
I have had to call on numerous occassions because my internet is continually interupted. I pay for the Turbo service & they keep changing the boxes, look at wiring etc. and it is still slow and can't keep service. I have to Skype, XBOX Live for the kids, and email and it is frustrating. I'm tired of paying for "turbo" and not getting what I pay for. This is a rip off.

Business Response
We have been in contact with this client and are working towards resolution.

Sincerely,

****** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

03/28/2013Problems with Product / Service | Read Complaint Details
X

Additional Notes

Complaint Category: Inappropriate behavior by customer service personnel

Complaint: I call customer service regarding them taking my xxxxx channel away from me the service has been crappy and the customer service people had no idea what
They have been overcharging me and her customer service is horrible I called customer service because they took my xxxxx channel away for me without even letting me know and they been overcharging me and when I got xxxxx supervisor her phone did not even work and she refused a treasury to somebody else

Business Response
We have been unable to reach this consumer by telephone. Please ask this consumer to contact xxxxx to discuss all concerns.

Sincerely,

xxxxx
Customer Relations Coordinator
Time Warner Cable-Charlotte
xxxxx

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

10/29/2012Problems with Product / Service | Read Complaint Details
X

Additional Notes

Complaint Category: Improper or inferior service

Complaint: When ever it rains I get very poor TV and internet access and I have complained for months and it still happens.
When ever it rains I get very poor TV and internet access and I have complained for months and it still happens. I tried to use to the TV tonight and my TV just froze up. It is so frustrating that they take your money and provide such poor quality service!!!!!!!!!!!!!!!! Why should they get away with this. We need competition or we will always get poor service.

Business Response
I have left messages and am awaiting a return call from this client to resolve all concerns.

Sincerely,

**** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Sorry. The person from the cable company did call me but I was out of town the past few days. I have called her and I left a message for her now so the matter has not been resolved as of yet.

Business Response
I am awaiting a return call from this client and will schedule a service appointment at their convenience.

Sincerely,

**** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We had the service call earlier this week by a great technician. He discovered an issue with a line under the house and it was replaced yesterday by another very nice technician. The problem is the issue is still there and I advised this to the technician supervisor this morning. We are all very frustrated as there is no logical conclusion to the cable issue.

Business Response
Our technical team is working with this client to make sure all concerns are resolved.

Sincerely,

**** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

10/22/2012Billing / Collection Issues | Read Complaint Details
X

Additional Notes

Complaint Category: Improper collection practices

Complaint: I give up! Time warner refuses to correct my account and bill for the first month alone! I signed up for $89.99 promo and got billed $279.97 1st month
I am a very patient person and I believe that working together will get problems resolved accordingly. To say the least, my patience has been severely challenged by Time Warner's lack of effort to keep my business, let alone fix the error they created themselves. A month ago, I signed up for the $89.99 promo - which they still offer today - but was told that someone made a mistake setting up my account and since the account is already in the system they refuse to correct it and charged me $279.97 instead. What's worse is that the Customer Service Agent name ********** ID# ****, refuse to connect me to a supervisor to help resolve the problem. My account was escalated multiple times and to no avail, I still get the same answer - nothing is being done to help us fix a problem they started. To make matters worse, this was not the first time we had a problem with Time Warner. It all started when no one showed up for the original installation appointment which started between 8-11am, the same thing happen the 2nd (12;30pm) and 3rd time (2:30pm) it was rescheduled - pls note that I had to take time off to get this done, so I pretty much wasted a good day waiting for nothing. My original ticket was closed. After speaking to a supervisor, then a manager - someone reopened the ticket and recreated my account around 7pm where an installer finally showed up at 7:30. I was on a conference call between Installation company and Time Warner and during this time - there was a lot of changes - supposed to be corrections on the ticket to match the original - I believe this is when someone made a mistake of not properly applying the proper promotion in my new account - resulting the wrong charges of $279 - which is 310% more than the original price I was promised and they continue to market. I am an excellent paying customer who pays the full amount I owe and pay it on time - but the way how I was treated in the last 3 weeks just to correct my bill is just unacceptable. I am hoping someone who has the power to actually do what is right in this circumstance comes forward and get this taken cared of. I believe in partnership therefore I will give this opportunity to Time Warner to fix their mistake within the next week. Otherwise, I believe it is in our best interest to take our business elsewhere. For questions and supporting documentations, please contact me directly at (704) XXX-XXXX. Thank you.

Business Response
We spoke to this client and discussed all concerns.

Sincerely,

**** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

09/25/2012Advertising / Sales Issues | Read Complaint Details
X

Additional Notes

Complaint Category: Sales presentation did not disclose complete pricing information

Complaint: I was told a fee for canceling my service would not be applied if my business failed but now they are forcing me to pay a fee for canceling service.
I set up service with Time Warner Cable in March of 2011. Time Warner told me that I would not be forced to pay a cancellation fee if my business did not survive and I could no longer pay my bills. Now I am forced to close my business and I need to cancel my service with Time Warner but now they say a 20% fee for the remaining months will be applied. My original decision to choose Time Warner Cable was swayed by their offer to allow me to cancel my service without a penalty. Now they say that offer wasn't ever applied to my account. They misled me into believing that I would not be penalized if my business failed.

Business Response
We have contacted this client and discussed the options available in their contract.

Sincerely,

****** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Consumer Response
Nothing was resolved when Time Warner Cable contacted me about my complaint. Their representative informed me that Time Warner Cable changed their policy after I agreed to the contract. They never sent me a new contract or informed me of the policy change until I terminated my service with them.

The representative that contacted me about this complaint did not provide any alternatives to me. The only option given by the representative was to pay the termination fee that I was originally told would not be applied in my situation when I signed the contract. The representative only informed me of the policy change and my obligation to pay the termination fee.

Nothing was resolved with Time Warner Cable. I've only received confirmation that I was baited with an offer that was switched some time after I signed the contract.

Business Response
Our business class team has been in contact with this consumer regarding all concerns.

Sincerely,

****** ******
Customer Relations Coordinator
Time Warner Cable-Charlotte
(704) XXX-XXXX

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

Page 1 of 5
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (3 complaints)
02/17/2012Billing / Collection Issues
09/19/2011Problems with Product / Service
06/01/2010Problems with Product / Service

Industry Comparison| Chart

Television - Cable, CATV & Satellite

Additional Information

top
BBB file opened: 04/04/1990Business started: 01/01/1980
Contact Information
Principal: Ms. Cari Mustard
Number of Employees

125

Business Category

Television - Cable, CATV & Satellite

Industry Tips
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Map & Directions

Map & Directions

Address for Time Warner Cable of Monroe

1490 Walkup Ave

Monroe, NC 28110-3524

To | From

LocationsX

1 Locations

  • 1490 Walkup Ave 

    Monroe, NC 28110-3524(877) 566-4892

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Piedmont/Charlotte, NC. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Time Warner Cable of Monroe is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on April 2, 2012.

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Industry Tips for Television - Cable, CATV & Satellite

HDTV Brings New Meaning to TV Watching
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