BBB Business Review

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Frontier Communications Corp.

Find a Location

Phone: (585) 777-1000 Fax: (585) 546-3723 View Additional Phone Numbers PO Box 20550, Rochester, NY 14602 https://frontier.com/ View Additional Web Addresses


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Description

This company offers telecommunications including local telephone service.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Frontier Communications Corp. include:

  • Failure to respond to 3 complaint(s) filed against business
  • 11 complaint(s) filed against business that were not resolved
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Frontier Communications Corp. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size


Customer Complaints Summary Read complaint details

4562 complaints closed with BBB in last 3 years | 2858 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 215
Billing/Collection Issues 1402
Delivery Issues 205
Guarantee/Warranty Issues 6
Problems with Product/Service 2734
Total Closed Complaints 4562

Additional Complaint Information

We find a 

high volume and
pattern of complaints exist
s
 concerning prior Verizon consumers who have not had a smooth transition to Frontier Communication
 since Frontier Communications took over various Verizon customers on April 1, 2016. Consumers have reported that services did not transition properly: many do not have services or are having spotty service with outages; many internet issues, from slow speeds to complete outages, consumers advise they are paying for certain levels of internet speeds but are not receiving those levels. Cable issues including missing networks, movie on demand concerns, issues with purchased subscriptions not carrying over, titles consumers have paid for (purchased licensed for) not being uploaded to their libraries and no solutions are being offered; and inability to access items like DVR boxes at the same time (multiple boxes in households not functioning); the Frontier App is not functioning for consumers; not fulfilling the rewards advertised with new service signups; charging consumers unauthorized third party charges on their telephone bill and not properly applying credits to consumer’s bills or consumers not being able to login to pay their bills. 

When consumers call to receive assistance many report to BBB that they are hung up on or calls are disconnected and not follow back up on by Frontier representatives. Consumers are transferred from representative to representative without receiving any assistance to their concerns many times resulting in a disconnection.

We have also identified a pattern in your responses to complaints stating:
Per Tariff, in no event shall Frontier be liable in tort, contract, or otherwise for errors, omissions, interruptions, or delays to any person for personal injury, property damage, death, or economic losses. Frontier shall in no event exceed an amount equivalent to the proportionate charge to the customer for the period of service during which such mistake, omission, interruption, delay, error or defect occurs. Frontier will apply a credit based on the customer’s daily service rate.
We trust that this information will assist you in closing this complaint.  We regret any inconvenience that ‘consumer name’ may have experienced as a result of the above matter.

Customer Reviews Summary Read customer reviews

149 Customer Reviews on Frontier Communications Corp.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 147
Total Customer Reviews 149

Additional Information

BBB file opened: January 01, 1943 Business started: 01/01/1935 in NY Business started locally: 01/01/1935
Business Management
Ms. Donna Loffert, Vice President of Customer Service
Business Category

TELEPHONE COMPANIES TELEPHONE SERVICE - LONG DISTANCE TELEPHONE COMMUNICATIONS

Alternate Business Names
Citizen's Telecom Citizen's Utilities Citizens Communications Frontier Frontier Communications Frontier Communications, a Citizens Communication Company Frontier Telephone of Rochester,a Citizens Co
Additional Information

Frontier Communications has recently taken over Verizon consumers in the states of California, Florida and Texas. BBB has seen an increase in consumer complaints against Frontier Communications. We have reached out to them regarding our concerns related to the high volume and pattern of complaints from previous Verizon consumers regarding internet, fios and telephone services.  If you fall into this group of consumers and are filing a BBB complaint you may also wish to report your concerns to the following state agency in your area:

California consumers can also file a complaint with the California Attorney General, 916-322-3360, www.ag.ca.gov.

Florida Consumers can also file a complaint with the Florida Attorney General, 850-414-3300,http://www.myfloridalegal.com

Texas Consumers can also file a complaint with the Texas Attorney General, 512-463-2100,https://texasattorneygeneral.gov/cpd/file-a-consumer-complaint or with The Public Utility Commission, 512-936-7000,http://puc.texas.gov/

Industry Tips
Long Distance Phone Service
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.