Complaints

This profile includes complaints for TSC Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TSC Communications

  2 Willipie St Wapakoneta, OH 45895-1969

• 

  TSC Communications

  PO Box 408 Wapakoneta, OH 45895-0408

• 

  TSC Communications

  155 E. High St Saint Marys, OH 45885

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TSC services has been very bad it seems to be down more often then it should. They are charging all the customers at a very high price and yet they privide nothing to show for its quality of services. I feel that they should give some sort of a discount until they can resolve the issues that they are having at hand. To me this is price gouging the customers. I was paying $50 a month and that was acceptable for the time being because there services are not very good at all. Now they raised it $107 a month just for the ****** internet. Who wants to pay that much for a poor internet service.

  Business Response

  Date: 01/23/2023

  [BBB Transcription via Email]

  The customer complaint stated that the service is bad and is down more often than it should.   There is no record of a trouble ticket on his account since we purchased the Consolidated Properties on February 1, 2022.   We have not changed the rates since acquiring these companies on that date either.   The customer had a promotional credit in place providing him with a $56.00 credit per month.   The Internet package that he installed at his home is $99.95/month.    The promotional credit expired on January 3, 2023.   We are very willing to work with our customers if they are experiencing issues with the service and they are brought to our attention.  In June 2022, we upgraded our Cable modem system and upgraded all customers that were on Mr. ****** package (50Mbps) to a 100Mbps for no extra charge.  We doubled the speed of the package and did not increase the price to the customers.   However, now that we are aware that Mr. ****** is experiencing issues with his service, we will contact him to schedule a time for a technician to troubleshoot and hopefully resolve the issue.   If we are unable to resolve the issue, we will be providing a discounted price to him.
  
   
  
  Thank you!
  
   
  
   
  
   
  
  ****** *****
  
  HR/Customer Operations Manager – TSC
  
  A Hanson Communications Company
  
  Wapakoneta, OH 45895
  
  ************ – Phone
  
  *******************

• Initial Complaint

  Date:10/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July my internet service got turned off without any notice. Apparently TSC Communications bought out the service area from the company I was currently getting my internet from in May. I handled everything online, automatic payments and emailed statements. However, they did not contact me with any bills or anything to even know who they were. I got a returned payment in May and June from my auto payments and figured surely the new company would send me a bill at some point, but nothing. When my service was turned off I had to call the old company to figure out who to even call. Then it took my three conversations to get it reconnected since they wouldn't accept check information over the phone or through the computer until the account was current. The last person I talked to then said I would be charged a reconnect fee because they would have to have some one drive out and hook it back up but the internet was back on before I even got downstairs. I live in the country this is the only company that provides internet to me so I have no option to go with someone else. I tried to pay my bill I just didn't have the right information and for them to charge me a reconnect fee for a setting in the computer. They were very rude and said they sent me a statement but they didn't and there wasn't even a copy of it in my account online when I got it set up. They had my wrong email when I called them. They said they called but I never had any messages if they did. All I want is the reconnect money back. I would love to switch companies too but I just can't. The fact that in this day in age I have to get pretty much an essential service through a company that cheats and lies to their customers and don't even get me started with how they treated me on the phone!

  Business Response

  Date: 10/24/2022

  [BBB Transcription via Email]

  
  ****** ***** <*******************>
  Attachments
  1:58 PM (1 hour ago)
  to **
  
   
  
  Good afternoon, ********!
  
   
  
  I am responding to the complaint that you received for ****** *******.  
  
   
  
  We sent out numerous correspondence regarding the purchase from ***.  I have attached those notifications that were insert in the *** bill and the mailing that was sent directly to the customers in February 2022 and May 2022.   We had bill messages on the March, April and May bills as well.  I have attached the May bill with the bill message that explains where a customer needs to go to setup email billing and automatic payment on their account.   It also gives the address that the payment should be going to.  
  
   
  
  The customer did receive notification prior to the disconnect as it was on the July invoice in bold.  Also, the past due amount is stated is due by the 10th in red.  Both areas are highlighted on the attached bill.   In addition, we send out reminder calls to our customers as a courtesy.   This is an automated call, and we send these out every month to our customers that have a past due balance of $25.00 or more.   The calls for July were sent out on July 6th. 
  
   
  
  Also, we sent a welcome letter that I attached with FAQ’s that reviewed our billing processes.  This was sent to all of our acquired customers in May 2022.  It clearly states in the FAQ’s that the bills are due by the 15th and if not received by the 10th of the following month, the account is subject to disconnection.   At the time of the disconnection for nonpayment, we had not received a payment from Ms. ******* since we took over the accounts on May 1, 2022.   The amount that she paid in July was for May and June combined as we attempted to give customers a grace period after the transition before disconnecting services.  
  
   
  
  Even though we feel that we provided ample notification to our new customers, I will place a credit of $40.00 on Ms. *******’s account as a courtesy due to the transitional period that took place.  We have already processed our November bills, therefore, this credit will appear on her December 2022 invoice. 
  
   
  
  If you have any other questions regarding this complaint, please let me know.
  
   
  
  Thank you!
  
   
  
   
  
  ****** *****
  
  HR/Customer Operations Manager – TSC
  
  * ****** ************** *******
  
  *********** ** *****
  
  ************ – Phone
  
  *******************