BBB Accredited Business since 05/01/2008
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A BBB Accredited Business since 05/01/2008
BBB has determined that Charter Communications Inc. 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.
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised Charter Communications Inc.'s rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 4783 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
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||473|
|Billing / Collection Issues||1669|
|Guarantee / Warranty Issues||8|
|Problems with Product / Service||2603|
|Total Closed Complaints||4778|
Additional Complaint Information
All complaints for Charter Communications are processed by BBB St. Louis. Due to the volume of activity, 25% of complaints are not published for public viewing.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||19|
The BBB has received numerous complaints against this firm that offers cable TV, Internet and phone service. The patterns of complaints primarily allege poor customer service, billing errors, late arrivals for appointments, no notification when appointments are cancelled, misleading advertising and failure to refund consumers upon cancellation of service. These complaint patterns are reflected in the complaint statistics below.
On July 1, 2013, Charter Communications acquired Optimum West, a cablevision company.BBB file opened: 12/01/1992Business started: 12/01/1992
Type of Entity
Incorporated: November 1999, MO
Contact InformationPrincipal: Thomas Rutledge (President & CEO)Customer Contact: Michael Henry (Customer Care Escalations Manager) Jana Brewer (Sr. Director Customer Care Operations) Taylor Johnson Debbie Johnson (Senior Manager of Field Communications) Vickie Mason (Customer Service)Mr. Sean O'Donnell (Vice President and General Manager) Glenda Riley (Customer Service)
Television - Cable, CATV & Satellite, Telephone Communications, Internet Services, Telephone & Television Cable Contractors
Alternate Business NamesAmerican Cablevision of St/L, Charter Pipeline, Optimum West
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