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Business Profile

Data Communication Equipment

TiVo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Communication Equipment.

Complaints

Customer Complaints Summary

  • 55 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/20/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I have owned at least 3 Tivo DVR's for well over 20 years. Recently we decided to try disconnecting from cable but wanted the option to return if we felt it wasn't right for us. When I asked Tivo to stop my services to my DVRs I own, they said if I dd that I could never reconnect them again and they would basically be useless. My options were to keep them "just in case" at $6.99 per month or disconnect them and if we decide to return to cable, I would need to purchase brad new devices at the cost of $200-400 per device. If my DVRs are working and will continue to work as long as I pay, I'm unclear why they couldn't work again after a few months if needed them. I am very disappointed by this approach. We have been extremely happy with Tivo and recommended them to many up until this point.

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/10/03) */
    TiVo has been in contact with this customer and we have made an offer that reflects their "Desired Resolution" in the BBB case. At this time we consider this inquiry closed.


    Consumer Response /* (3000, 7, 2022/10/10) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    They have made a temporary fix for several months but not fixed the underlying issue. If after the time frame alloted I chose to stop service and in a few months start again, I need to buy all new equipment even though the equipment will continue to work if I don't disconnect. I was not given an actual explanation as to why this is so, since the person contacting me could only say it's company policy. She was very polite but clearly someone working from a call center assigned to fix issues.
    Again, I am not the only one that would want to possibly stop service and then pick it back up later or possibly give the box to an adult child or family member to use.
    I told them that the fix for me (offered me free service for 6 months) did not fix the underlying larger company issue. If the boxes I own will no longer be usable due to system upgrades, etc (this was not information provided to me but my own speculation), then the company owes it to everyone with an older model box to let them know that as of a certain date their boxes are no longer going to work and they need to upgrade. I would hope that it would be at least a year time frame and they would offer said loyal customers special pricing on newer devices as their devices are quite expensive.
    As I have said before, we have used Tivo for over 20 years and have been more than happy with their products and, except for this incident, service.
    I would recommend they either fix the policy or provide a better explanation and inform all users with older boxes about this and offer them incentives to upgrade now if they so chose.


    Business Response /* (4000, 9, 2022/10/19) */
    TiVo has worked with the customer to resolve the above inquiry. TiVo explained to the customer the Terms and Conditions of TiVo Service Subscription in accordance to TiVo User Agreement. TiVo has made an offer to the customer and has agreed that the matter is resolved. TiVo considers this inquiry to be closed.

  • Initial Complaint

    Date:08/29/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    I have a tivo **** with a lifetime pass. The HD failed so I called Tivo to discuss. I spent nearly an hr on the phone with a rep and the best they could offer was $200 for another unit. I have been a loyal tivo user for decades. My cable proivder hates tivo, setting up cable cards, etc is a pain in the butt. My tivo's also require tuning adapters, etc. It has become so annoying to be a tivo user. I would like to keep with tivo but to pay another $200 for this unit then get my cable company out to set it up is just not going to work. I would like to get even a refurbished unit to replace the failed one if we could at no cost. If not at this point I can ride out my other tivo till the HD dies then we will move on from Tivo I guess. *******************

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 5, 2022/09/26) */
    TiVo has been in contact with this customer and we have made an offer that reflects their "Desired Resolution" in the *** case. At this time the customer has declined our offer. At this time we consider this inquiry closed.


    Consumer Response /* (3000, 7, 2022/10/03) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    TiVo reps made no such offer. They offered for me to spend hundreds of dollars on a replacement TiVo. This isn't in the cards the technology is failing and outdated. Cable companies hate people with TiVo's and provide little support. The fact a TiVo needs a cable card and tuning adapter is and should have been addressed for an innovative work around a decade ago. This company will continue to lose market share and customers that once the units die will just move on. I was able to buy a $40 3 TB drive and swap it for my failed drive when TiVo wanted to charge me $200.


    Business Response /* (4000, 9, 2022/10/10) */
    TiVo has contacted the customer to help resolve the above inquiry and offered an RMA. The customer modified the hard drive of the device therefore made the device ineligible to exchange in accordance to TiVo Warranty Policy. At this time we consider this inquiry closed.


    Consumer Response /* (4200, 11, 2022/10/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    These people are complete*******. My TiVo was outside of any kind of warranty as it was. I took matters into my own hands as they wanted a couple hundred dollars for a new unit. TiVo customer support then called me to harass me about modifying something I own. TiVo can go *******

  • Initial Complaint

    Date:08/23/2022

    Type:Billing Issues
    Status:
    Resolved
    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.
    I purchased a TiVo DVR in October 2010 and elected for month-to-month subscription service. This DVR served me well for 11 years until October 2021 when I decided to upgrade it to the latest model in order to take advantage of the additional tuners.

    10 months later, my subscription service was suspended for non-payment, yet when I check my bank account, I see the automatic payments have been taken without issue. However, when checking my credit card, I noticed that they've been double billing me for the last 10 months. The issue only came to light because my credit card expired.

    I contacted TiVo and not only have they added a **** early cancellation fee, they are also refusing to refund me the ******* for the 10 months they've been double billing me.

    I would like TiVo to remove the cancellation fee, credit my account with ******** and re-activate my service.

    Business Response

    Date: 10/06/2022

    Business Response /* (1000, 5, 2022/09/13) */
    TiVo has worked with the customer to resolve the above inquiry. TiVo and the customer have reached an agreement which suits both parties and the customer has agreed that the matter is resolved to his satisfaction. TiVo considers this inquiry to be closed.


    Consumer Response /* (2000, 7, 2022/09/24) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    I'm satisfied with the outcome of this issue, though I'm still unhappy with their policy of continuing to bill for units that have been replaced. It was not at all clear that I needed to remove the old device from my account.

  • Initial Complaint

    Date:08/10/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    I would like human assistance in getting my Tivo DVR to work properly.

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 5, 2022/08/29) */
    TiVo has worked with the customer to resolve the above inquiry. TiVo and the customer have reached an agreement which suits both parties and the customer has agreed that the matter is resolved. TiVo considers this inquiry to be closed.

TiVo is NOT a BBB Accredited Business.

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