BBB Business Review

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BBB Accredited Business since 05/01/2008

Charter Communications Inc. (Headquarters)

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(636) 207-5100View Additional Phone Numbers12405 Powerscourt Dr, Saint LouisMO 63131-3673 Send email to Charter Communications Inc.View Additional Web Addresses

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BBB Accreditation

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 13 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 5181 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

5180 complaints closed with BBB in last 3 years | 1832 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues522
Billing / Collection Issues1762
Delivery Issues31
Guarantee / Warranty Issues7
Problems with Product / Service2858
Total Closed Complaints 5180

Customer Reviews Summary Read customer reviews

54 Customer Reviews Customer Reviews on Charter Communications Inc.

Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 1
Negative Experience 50
Total Customer Reviews 54 Customer Reviews

Additional Information

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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

Corporation

Incorporated: November 1999, MO

Contact Information
Principal: 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)
Business Category

Television - Cable, CATV & Satellite, Internet Services, Telephone Communications, Telephone & Television Cable Contractors

Alternate Business Names
American Cablevision of St/L, Charter Pipeline, Optimum West

Customer Review Rating plus BBB Rating Summary

Charter Communications Inc. has received 4.44 out of 5 stars based on 54 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

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We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.