ComplaintsforVideotron S.E.N.C.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was discussing switching my internet provider from **** to Videotron. When speaking with the Videotron rep, they told me that their top of the line ***** internet would have no issues, no buffering when watching Live TV. However, it's been a horrible experience. The services buffers and cuts out all of the time on Live TV. I went through their service team and check the apps for performance. The simple problem is that their 964 down load speed isn't fast enough for live sport. I purchased their service on the idea that it would support my needs because they told me it would. Then I went and bought the Live TV apps and now I can't watch them out the issues they told me I would be having. Then 43 days after my contract started I asked to cancel and they are telling me that I have to pay for the device in full in I want to cancel. I'll I'm asking of them is to get out of the contract without the fees because it's their service that is subpar.

  Business response

  10/01/2024

  The complaint was resolved to the customer's satisfaction.

   

  Regards,

  Customer response

  10/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21091048, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *******
  

• Initial Complaint

  14/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attached my contrat agreement wich states that the promotion is effective as long as i do not change my services with videotron its only been since last may that i accepted their offer and already they are increasing me when no increase at all should be even foreseen at all if i repect the conditions of this contract and retain my analog tv and use their converter as per attached PDF this is not the first time i have issues with videotron it seems their employee just wave off any requests and rely on outside sources to remedy the issues example they refused to even send me my contract with them and even i believed blocked me from getting it on their web site in a nutsheel it seems videotron as no intentions of repecting our agreement and surely they will invoice me any future increase and probably try to charge me for my landline since i believe this seems to be they M.O try to no respect agreements at all cost to the point of refusing to foward a lost agreement -

  Business response

  15/12/2023

  Good afternoon, 

  Vidéotron provided the customer with a written response that was sent to him by emaiil on December 15, 2023. 

  We invited the customer to contact us via email if he had any questions regarding our explanations. 

  Best regards, 

  Mrs. ** *****

  ******** ********* ***********

  Vidéotron Ltd.

  Email: [email protected] 

  Customer response

  18/12/2023

  
  Complaint: 21007329
  
  I apologize but last april when I was offered this package it was clear that my rartes would not go up as long as I kept the same equipment and since I had issues from Videotron's main competitor " I made sure and therefore repeated 3 times and before I gave my order"

  I get

  tv base package plus 5 stations

  internet 30 speed 

  and free landline 

  for 77$ including tax forever or until i change to an wifi tv 

  Further more when I was called to set up installation date I AGAIN REPEATED CONDITIONS TO THE AGENT AND AGAIN I WAS TOLD MY RATES WOULD NEVER INCREASE UNLESS I CHANGE THE PACKAGE ( i ADDED UNLESS THE CRTC INCREASES THE MEMBERSHIP TO VIDEOTRON )  and this is not the case here its an increase if overall operational cost 

  IF YOU AGENTS WHERE NOT INFORMED PROPERLY OR WHERE TOLD TO   JUST AGREED TO ANYTHING THE CLIENTS SAYS TO GET THE ORDER AND YOU FURTHER ALONG THE LINE YOU COME UP WITH THE FINE PRINT TO OVERRIDE VERBAL COMMITTEMENTS  LIKE IT SEEMS TO BE THE  PRACTICE IN THIS INDUSTRY WELL  OBVIOUSLY THE GOVERMENT NEEDS TO REGULATE THESE DOUGHTFUL PRACTICES 

  I AM SURE MY CONVERSATION WAS RECORDED BECAUSE WHEN I PLACED ORDER I TOLD AGENTS I HAD ISSUES WITH VIDEOTRON SO TAKE THE TIME TO LISTEN TO  THE RECORDING EITHER THE AGENT WHO TOOK THE ORDER OR THE ONE THAT CONFIRMED THE INSTALLATION DATE 

  ITS NOT ABOUT THE 3$ INCREASE ITS THE HOW THIS INDUSTRY TREATS CLIENTS WILL FALSE PROMISES BY THEIR SALES STAFF AND THEN EXPECTS CLIENTS TO JUST PAY BECAUSE ITS TOO MUCH OF AN HEADACHE TO CONTEST WELL I TOOK THE TIME AND TIRED OF THE INACTION OF POLITICIAN TO CLEAN UP THIS INDUSTRY LIKE THEY DID FOR THE USE CAR MARKET THAT IS NOW SOMEWHAT REGULATED CLOSELY 

   Sincerely,
  
  ***** ******

  Business response

  18/12/2023

  Videotron offers no guarantee that the monthly rate will always be the same throughout a subscription since the contract is for an indefinite period. There may therefore be a price increase.
  Regarding your services. Your home phone line is free as long as you maintain eligible Hybrid Fiber Internet access and basic digital television or with an eligible plan.

  Customer response

  18/12/2023

  Obviously  vidoetron will not listen to the recorded conversations and the reason posted this complaint was because if you refer to my original complaint they actually refused to supply me with my contract showing bad faith and now no matter what their people say to clients they refer to the small print that is part of a contract that is  drafted to mislead their clients \

  NO I REFUSE THIS INCREASE AND IF VIDEOTRON DOES NOT TRAIN THEIR STAFF PROPERLY THIS IS NOT MY PROBLEM AND BASED ON ALL COMPLAINTS REGISTERED ALL OVER DIFFERENT PLATFORMS ITS SEEMS THEY NEVER LEARN OR THEY WAIT TILL THE GOVERMENT IS TIRED TO SEE THESE ABUSE AND LEGISTLATES IN THE MEAN TIME THE END USER WOULD HAVE TO TAKE VIDEOTRON TO SMALLS CLAIMS COURT ? FOR 3$ A MONTH 

  i ASK THE  *** TO DO ITS UPMOST TO SETTLE THIS YOU CANNOT PROMISE A SERVICE AND THEN TURN AROUND AND DISREGARD WHAT THEIR EMPLOYEES HAVE CERTIFIED VIA A VERBAL AGREEMENT AND I AM SURE I AM NOT THE ONLY ONE  

   

• Initial Complaint

  28/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Videotron, a company from which my wife and I ordered services in August of last year. During the ordering process, I explicitly stated that we anticipated residing at the location for only one year. However, the customer service department induced and misled us into signing a 2-year contract without providing clear information, despite our belief that we could terminate Videotron services at any time without penalty. Around August 8 last year, the language used by Videotron's sales department led us to believe that we were merely renting the equipment and that we could receive the device as a gift after renting it for an extended period, with no penalties for early termination. When I asked if early termination after only 1 year of service would result in any penalty, the response was, "no there is no penalty, you just call to discontinue," with no mentioning of paying some $170 extra for the device. Videotron only informed us that we couldn't terminate the contract when we were moving out and desired to end the service. Additionally, they demanded a remaining equipment fee of 168 CAD, despite our willingness to return the Videotron equipment in good condition and having already paid over 130 CAD for the rental of the device. More outrageously, facebook marketplace and other social medial platforms are FLOODED with selling of used Videotron Helix Fi Gateway devices—a living testimony of numerous customers being scammed by this shameless greedy business and placed in a difficult situation. Videotron's refusal to take back their own devices in great shape also created huge waste and goes against all principles of fair business or environmental conservation. I urge *** to investigate this matter thoroughly and take appropriate actions to rectify the situation.

  Business response

  04/08/2023

  Dear ***, 

  We have submitted a copy of the email sent to the customer with regard to this complaint. The customer was also provided with a copy of the Service Agreement which was originally sent to him on or around August 12, 2022. 

  We hope this information will help clarify this matter. 

  Best regards, 

  Mrs ** *****

  ******** ********* ***********

  Vidéotron Ltd. 

  Customer response

  05/08/2023

  
  Complaint: 20390910
  
  I am rejecting this response because:

  Our efforts to resolve this issue with Videotron's customer service were met with threats and intimidation, leaving us unheard and disregarded. We were also treated inhumanely, and had to bear up with Videotron’s arrogance while I am suffering arising physical distress and health risks from sinus arrhythmia/supraventricular tachycardia, and head injury - with medical advice to avoid excessive strain or emotional distress. We were also extremely busy from work and exhausted from our recent move. Videotron agent—supposedly representing their highest authority level of customer care—clearly heard about my worsening condition and pressed onward demanding payment and denying amicable resolution with zero regard of my health or well-being, and my wife had to help me hang up the phone to prevent me from having a medical emergency. They also specifically stated that they would offer zero recession because I signed their contract—despite a total and near-fraudulant lack of transparency and due-diligence regarding the $360 device charge. They would also not take back their device what so ever, despite it supposedly worthing $360 and in good shape. 

  In summary, Videotron did worse than nothing. They literally sent a debt-collection representative at me to tell "hey we tricked you into signing this contract. I don't care if you have health distress and should not be treated like this / felt deceived and unhappy due to lack of sales transparency and right-to-know / never voluntarily agreed to or was even aware of such terms / felt the $360 pricing for a WiFi was highly unfair and borderline illegal / already paid fair price for Videotron's device and service / offered to return the device in great shape to cover the $160 remaining balance + already paid $160+ for device rental / propose reasonable concessions in mutual benefits. Regardless, you have to Pay Up or we will try to Ruin your Credit Score. We don't care PR, we don't care about goodwill, we don't care about consumer wellness, we just want cold hard cash earned by our successful deceit"

  We find this sort of cold-bloodedness unacceptable and worthy of thorough investigation and media exposure on its own, and the deep unwillingness from Videotron to make any concessions probably hints that a large portion of their revenue actually comes from this sort of shady bait-and-switch tactics, and they would not be able to compete without these profits that are stained in consumer agony. 

  Sincerely,
  
  *** ***

  ****** ***** 

  Business response

  09/08/2023

  Hello, 

  After reviewing the customer's file and emails, Vidéotron offered the customer a courtesy credit to settle the matter. The customer refused this offer. Therefore, the customer's file is being reassessed and we will provide him with a response as soon as possible. In one of our email exchanges with the customer, we understand that he believes he was left in the dark about the early cancellation fees.
  However, the information we provided, such as the contract and the monthly invoices, cannot be ignored because they include detailed information regarding the monthly payment plan and the early cancellation fees. 

  Best regards, 

  Mrs. ** *****

  ******** ********* ***********

  Vidéotron Ltd. 

  Customer response

  09/08/2023

  
  Complaint: 20390910
  
  I am rejecting this response because:

  Videotron lack sincereity in resolving the issue, offering a mere 60 while still demanding the remaining $100 of surprise charge. This action follows Videotron's lack of transparency and misguidance on key agreement details, using coercive and intimidating techniques during customer care calls demanding payment—to the extent of directly placing me in mental and health distress. 

  It is essential for Videotron to realize the gravity of the flaws in its sales, customer service, and online subscription processes. The lack of due diligence in providing critical information to customers during contract agreements, predatory pricing of WiFi devices, refusal to recycle, and downplaying key terms during contract negotiations are serious issues that must be addressed promptly. These practices not only raise significant ethical concerns but also open the possibility of PR crises and legal liabilities for Videotron.

  Our demands are straightforward and reasonable. We request Videotron to waive any remaining balance related to the Helix-Fi Gateway and resolve this matter amicably. As consumers, we expect honesty, fairness, and responsible business conduct from the service providers we choose. Videotron's willingness to acknowledge and rectify these deficiencies will determine how we move forward.
  
  While we have taken measures to seek resolution through various channels, we remain open to resolving this matter in an efficient and cooperative manner. However, our patience is not limitless, and it is crucial for Videotron to act swiftly and responsibly.
  
  We are prepared to suspend our ongoing efforts to advocate for our rights, including tolerating the insults and health risks caused by Videotron's dismissive, extortive, and intimidating actions, if a satisfactory resolution is reached. However, we must emphasize that our patience does have its limits.
  
  

  Sincerely,
  
  *** ***

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ended service with Videotron and returned equipment as asked by going to a Videotron store. I received a final tally of my bill and charges. They owe me 108.00 dollars. I haven't received my refund as of today. About a month later.

  Business response

  11/07/2023

  Hello, 

  On June 23, 2023, a final invoice was issued by Vidéotron showing a crédit balance of $108.65. In our response to Mrs. *****'s complaint, we advised her that she would receive her refund shortly. The check will be sent on July 13, 2023 by mail. 

  We believe that we  have taken all the appropriate measures to settle this matter. Should Mrs. ***** require additional information, she may contact the undersigned at **************************. I will glaldy assist her. 

  Kindest regards, 

  Mrs. ** *****

  ******** ********* ***********

  Vidéotron Ltd. 

  Customer response

  11/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20291364, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  16/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They want to charge $1,200 dollars for 2 months of which I did not use the service I switched to Videotron the 27th of January of 2023 and I was not able to provide them with a credit card at the time. I was supposed to be paying $250 per month so by March my balance should be around $500. When I called them to pay my surprise was that they told me the balance owed was $1,200. I then cancelled my services and they said that because they charge one month in advance, I should see a credit to my account as well as a refund on the equipment they have collected for. I returned the equipment and paid $387 dollars and now that I call they say I still owe $900. I need my file to be reviewed and normalized as soon as possible but what they did is send me to collections. I need help

  Business response

  25/05/2023

  Dear Sir or Madam :
  
  We have taken the necessary measures to ensure the Customer’s billing reflects the service agreement. We also provided him with all necessary information concerning the invoices.
  We thank you to have brought this matter to our attention,
  Regards,

  ** ********

  ******** ********* ********** *** ************* ****** ********* ****** *** *** ***** * ************************** * *** * *** ********
  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an issue with the internet service in march and after many interactions it was resolved with a technical advisor who decided that the issue I had was with my router which was more than 7 years old. His advice was to replace it with another router if the same design. He stated there would be no charge and that he did. It want or need my old router back. Everything was fine until I received my new bill which included a charge for an unreturnee equipment. I contacted there department and they said after investigation no phone call had said that the item not be returned I explained to the rep that the tech guy was calling me from his cell phone and I have no idea or remember his phone number after this long. They still have hidden charges and now they offered me a 50 percent discount on what I was told would be free .

  Business response

  12/05/2023

  Good afternoon, 

  We contacted our customer and he will return the equipment at our store during the week of  May 15, 2023. We have already applied a credit on the customer's account for the charge of $99.95.   

  The customer was satisfied with the actions taken to resolve this issue. 

  Best regards, 

  * ** *****

  Customer Relations Coordinator, Vidéotron Ltd. 

  ****** ************************** 

  Customer response

  12/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20037495, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** ********
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Name is ******* *******. I am the owner of apartment building ***** ****** ***** ******** ****** ******. Videotron illegally installed boxes and to many cables on the walls of my building.The walls are damaged. I did not give any permission for the installation. Some wires goes to the neighbors buildings. . I AM REQUESTING to remove all boxes and cables from my building. I DO NOT HAVE any services with Videotron. Also, i am requesting to repair all holes and damaged bricks. ******* ******* ************

  Business response

  21/04/2023

  Mrs. *******,

   

  Please see attached, our response to your demand.

   

  Best Regards.

  Customer response

  21/04/2023

  
  Complaint: 19929632
  
  I am rejecting this response because Videotron and telecom do no have the servitude and easement on my property. Also they do not have any permission from the owner to use his property for any installation and secondary connection. I got several not adequate phone calls from hidden numbers. For examples,Your representative ****** was aggressive and rude. He refused to provide his family name and contact information. Please clarified your response regarding exactly dates of reparation and reinstallation from my property
  
  Sincerely,
  
  ******* *******

  Business response

  25/04/2023

  Dear Sir or Madam, 

  After reviewing the customer's complaint, we can confirm that a technician was sent on the premises for a visual inspection. Following this visit, he sent the customer an email with pertinent information regarding the next steps to comply with her request. The customer is giving us ten days to complete the work. We believe we will require more time to complete the work as we are waiting for certain permits and autorizations to make changes to our installation. The customer was sent an email today April 25, 2023 to advise her of our position in this matter. We are doing our utmost to settle this matter as quickly as possible. .

  Kindest regards, 

  * ** *****

  Customer Relations Coordinator

  Vidéotron Ltd. 

  Customer response

  25/04/2023

  
  Complaint: 19929632
  
  I am rejecting this response because  Videotron is not providing any reasonable time frame. The property is damaged. They  are  not fixing it. The cables are on my walls. I AM NOT A CUSTOMER OF VIDEOTRON. I am giving for them a reasonable time to remove  all  illegally installed equipment from my privet property. Should they fail their obligation and continue to delay this matter following receipt of this notice, I will have no alternative but to initiate the required legal proceeding and seek to recover the cost and damages, without further notice or delay.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  15/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged long distance calls for incoming calls I received from Haiti. account number I called videotron to explain those were calls that I received and that there is an error in their system. I even offered them to send screenshots which their refused. I offered them the possibly that I can bring my phone to one of their stores to be inspected. ******* ****** ** **************  March 10 invoice.

  Business response

  15/03/2023

  The customer's complaint will be taken in charge of by the customer relations department.

   

  The Customer relations Department

  Videotorn Ltd.

• Initial Complaint

  25/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was convinced by the agent on the phone to buy a new phone which was a SAMSUNG A13 5G PHONE for $3.50 a month for 24 months. The order was placed on friday january 20th 2023 and I was promised to recieve it by monday the 23rd of january. I never recieved it and I called back on the 24th and spoke to an agent and even the loyalty department manager and they replied that they no longer have that phone in stick and they kept insisting they cant help me to satisfy me for their false sale and sale price. Instead they were trying to convince me to buy a higher up model for more money which I cannot afford. So I call it a scam to try to get me to spend more. Also they didnt care I was a loyal customer. So now what are my options

  Business response

  03/02/2023

  Good afternoon, 

  Following the client's complaint, we looked into this matter and on January 31, 2023, an email was sent to the customer.  
  
  We are waiting to hear back from the client. 

   

  Best regards, 

  Customer Relations Department

  Vidéotron Ltd

  ***** * ************************** 

   

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Firstly I have been a loyal customer of yours for close to FIFTY YEARS! That in itself makes your handling of my situation all the more shameful for videotron My account is under the name of ****** *******/ birthday ******** * ****/ mother's maiden name is ********   About 3-4 weeks prior to December 24th my husband ( ****** *******)notified you that we'd be canceling our service from December24th 2022 to April 4 2023 and to please be sure to stop the billing. We respectfully gave you more then ample notice to make these arrangements Videotron has made the mistake and has continued to bill us $157.52 monthly When we politely asked to correct YOUR ERROR , we were told it would be adjusted "on your next billing invoice." assuming you would honour your word only to now AGAIN BE BILLED$157 .52 which is being deducted from our credit card . You have not shown any good faith (that we showed you) credit AGAIN by REFUSING to immediately reversing the charge that you had no right to deduct Your agents have been anything but customer friendly by REFUSING to reimburse us immediately !?! They had the audacity to suggest that we should contact our bank to try and rectify the mess that Videotron created, As of now you are REFUSING TO REFUND THE CHARGE immediately that you no NO RIGHT TO EVER MAKE. and again reiterating that you'll adjust it next month This is both totally unacceptable and no way to treat a 50 year loyal customer- it's shocking Own up to your mistake and please correct it today)January 4th 2023). It's very sad that you have put me in this position I expect a phone call from a senior supervisor at ********** **********  Learn how to treat individual customers accordingly , not by applying non flexible Rules

  Business response

  10/01/2023

  Please find enclosed our response emailed to the Customer. 

   

  Regards, 

*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. ↩