Complaints
This profile includes complaints for WATCH Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 84 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/26/2022
Type: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.
July THROUGH PRESENT 2022
OVER CHARGES AND NO SERVICE PROBLEMS. no CREDIT TO MY ACCOUNT AND NO CONTACT TO FIX THE PROBLEMS i HAVE TRIED TO DEAL WITH THEM SINCE July BUT TO NO AVAIL.
Business Response
Date: 10/19/2022
attached is a copy of our response to this complaint.Business Response
Date: 10/19/2022
[BBB Transcription via Attachment]
BBB Complaint # ********
Response for: ***** ******
Dear ***** ******,
Thank you for reaching out to us regarding your billing and service concerns. We do apologize
for the frustrations you have experienced.
On July 24, 2022, we show you called to report your internet service was intermittent. This was
caused by interference. This happens as the temperature starts to change in the spring and fall.
Our Network Operations Team reported issues on July 24, 2022, through July 27, 2022. We
issued a credit for $10.00 on August 1, 2022.
The next call we received was on September 15, 2022, you reported your internet service was
down. Our technical support team reviewed your account and made the determination based
on the signal level you needed to be moved to a new tower. A service call was setup for
September 28, 2022, during this service call our field technician was unable to detect a signal
below 30 ft and setup a service call for a tower truck test. This was completed on October 3,
2022, we were able to detect a signal at 34 ft that will not be affected by interference.
The final service call has been setup for October 27, 2022, during this service call we are
mounting a push-up pole using a bucket truck. We have applied a $73.33 credit. This is for your
time without service from July 28, 2022, to September 10, 2022. Once we complete the final
service call on October 27, 2022, and confirm your service has been fully restored another
credit will be issued to cover September 11, 2022, to October 27, 2022.
Thank you for the opportunity to address your concerns.
WATCH Communications. *** ********* *** ***** *** **** ******** ** ************
Sincerely,
****** *******
Director of Customer Service & Retention
E-Mail: ************************** | ************Initial Complaint
Date:09/23/2022
Type: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.
I was a customer of Watch Comm. for my internet service. I was on an automatic pay program. My service went out sometime in March , I believe. When I would call they kept telling me they did not know when service would be restored. In the mean time they were still charging me for the service on my credit card. When I would call and complain they said I would be credited. This went on for about 6 weeks or so. I still didn’t have service and they were still charging me. So I stopped my auto pay and called to complain with no resolution. By this time I was getting angry so I canceled my service on May 1, 2022 with a credit of $99 on my bill. I told them to send me a check for my credit. They said it would take about 6 weeks to process. I still have not received my money back from them. I have called numerous times asking about my refund but nothing happens. Thank you!Business Response
Date: 10/07/2022
Thank you for the
opportunity to respond to your concerns.Business Response
Date: 10/07/2022
[BBB Transcription via Attachment]
BBB Complaint # ********
Response for: ********, *****
Dear ***** ********,
We have received the complaint you have filed with the Better Business Bureau
regarding your account. We apologize for the frustration you have experienced.
On May 17, 2022, I show we mailed check number ******* to **** * *** ** ***********, **
***** in the amount of $99.29. On September 28, 2022, we were able to speak with Ms.
******** and verifiy her maililng address. We proccessed a repalcement check the same day.
You will recive this replacemant check within two to three weeks.
Thank you for the opportunity to respond to your concerns.
Sincerely,
****** *******
Director of Customer Service & Retention
E-Mail: ************************** | ************Initial Complaint
Date:09/15/2022
Type: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.
We have had very poor internet service with Watch tv and finally after nothing was getting resolved, we decided to cancel everything with Watchtv on June 27, 2022. I had already paid for the next months service so they owe me that. The amount that needs to be refunded is $146.34 and I have repeatedly called and talked to (********) customer service about getting the refund. She has been very kind and has reached out to her supervisor (*******) several times to get this resolved. They keep telling me that the check will go out but I never have received it and then I call again and the same thing. The supervisor is not doing her job. If I didn't pay them for as long as they have owed me they would have sent me to collections by now. It has now been 2 1/2 months since they have owed me money. Please helpBusiness Response
Date: 10/11/2022
Attached is a copy of our responseBusiness Response
Date: 10/13/2022
[BBB Transcription via Attachment]
BBB Complaint # ******** Response for: **** ****** Dear Mrs. ******, We have received your complaint filed with the Better Business Burau and have completed a full review of your account. Our refunds are processed approximately 8 weeks after your final bill has been posted to your account. Your disconnection was completed on July 1, 2022. The final billing statement for this cycle was on July 18, 2022. On September 20, 2022 Check # ******* was processed and mailed in the amount of $146.34. We trust this addresses your concerns. Sincerely, ******* ******* Manager of Customer Service E-Mail: ************************** | ************
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