Business Profile

Internet Services

Hotwire Communications, Ltd.

Headquarters

Complaints

This profile includes complaints for Hotwire Communications, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

105 total complaints in the last 3 years.
39 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.

Initial Complaint
Date:09/05/2025
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.
I moved into a new home division on August 5, 2025, and the only **************** provided is FisionX Hotwire. This service is unstable & unreliable. It randomly goes out throughout the day, and when I call in they state its either a schedule maintenance that has not been communicative via email text or a phone call or that theyre not sure why my Internet is out but the rest of the community is booming. This leaves me confused, frustrated and in need of internet. It makes me wonder why a **************** would service an entire community, which will have 1000 homes with a unreliable Internet connection..
Business Response
Date: 09/11/2025
September, 11,2025
Ref: 23844310
******* ******************************** We appreciate Ms. ******* Works comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Our technicians were our and resolved the issues the customer was experiencing.

Again, we apologize to Ms. ******* Works for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Initial Complaint
Date:08/28/2025
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.
I have attempted to have my bill corrected by this company that has been charging me over $600 for Internet that was quoted at $29.99. Over the course of 3 months I have spoke to 5 separate people with one occasion taking over 3 hours promising to have my bill corrected only to have my internet completely shut off the same night. No manager will call me back and no employee will provide me with a manager name or phone number. I was told by one person everything would be fixed And by another person that they cant fix the issue. Im frustrated with this company as a whole and am concerned that they will send me to collections for a bill that I dont owe while they refuse to correct the bill despite telling me they are correcting it.
Business Response
Date: 09/03/2025
September ******
Ref: 23813558
***** *****
Dear Ms. ************** We appreciate *. ***** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the billing issue the charges have been corrected.

Again, we apologize to Ms. ***** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Initial Complaint
Date:08/25/2025
Type:Billing Issues
Status:
ResolvedMore 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 experiencing issues after a power outage. I followed the directions on the tutorial provide on the Hotwire website, and after unplugging the device , as per the directions I called for service, which is what the website said to do..A technician was dispatched to my home. I was not informed at any time there would be a charge for this service or was I told when the tech left ,nor did I sign anything agreeing to a $99 charge to my account.After seeing the charge on my account, I made several calls to customer service. They informed me the tech said it was my equipment and my fault for the problem. I informed them the all the equipment in my home was provided by them, its on my bill that the set top box is included in my monthly service.i also informed them their tutorial did not provide instructions pertaining to an on/off button. They said sorry , but you have to pay.I escalated my case to another representative who called a week later, her offer was $20 credit which I did not accept.I escalated the case again, someone was supposed to return my call in 48 hours that didnt happen.I posted a one star review on ****** and was told to email another division but I have not had a response.I was threatened to have my service disconnected, even though I am on a community plan paid for by the community, and my personal phone service I have with Hotwire is on autopay. The $99 charge was paid on last months bill.I want a full credit of $99 since I was not informed of the potential charge and the technician did not provide accurate notes on my account.
Business Response
Date: 08/28/2025
August 28, 2025
Ref 23792723
***** *****
Dear Ms. ************** We appreciate Mr. ****** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the $99.00 service visit fee has been credited

Again, we apologize to Mr. *********** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Customer Answer
Date: 08/29/2025
This complaint has been satisfactorily resolved. I received the full credit I requested from Hotwire Communications yesterday.
Customer Answer
Date: 09/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** *****
Initial Complaint
Date:08/22/2025
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.
The modem provided does not resolve connection issues within my home. I made an appointment to have a technician come out on 8/18/25 between 2-4pm to add an additional model, they did not show. I rescheduled for 8/22/25 between 2-4pm, as 4pm approached and they did not show, I called customer service and was advised the technician documented my account that I was not home and that they called me at 3:06pm to say they were here. I was here, as I work from home, and I have no missed calls at that time nor did my doorbell ring. It was however raining at 3:06pm, so my assumption is the technician is lazy and didn't want to get out of their vehicle in the rain. This is horrendous customer service given the technician blatantly lied in their documentation of my account that they showed up within the scheduled time for service and I wasn't here. I want my modem delivered and set-up by a competent technician with appropriate business ethics.
Business Response
Date: 08/28/2025
August 28, 2025
Ref 23784879
******* ******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

A Hotwire technician was sent back to the customers unit and issue has been resolved.

Again, we apologize to Ms. ****** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Initial Complaint
Date:08/11/2025
Type:Customer Service 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.
This is regarding the Hotwire ********* Audio type The standard audio is DOLBY and can be changed to STEREO or SPANISH.After successfully changing b to STEREO, It reverts back to Dolby, when pausing,muting,changing channels and other remote-control options AND,SPANISH does not work at all AND Very annoying to have to change again and again without retention.Technician visits have viewed this on my devices and confirmed that this is an issue,even for them.AND, This is not isolated to my services, rather all Hotwire users of ********* audio.Since March, they have been contacted numerous times without any resolutions even after the technician visits and their purported reporting to Hotwire.
Customer Answer
Date: 08/18/2025
This is regarding their contact phone number ************ About 2 months or so ago. no ability to connect to that office line message says not accepting calls at this time, including today This was reported to Hotwire (HW) numerous times since early May At first, HW said it was a problem with my phone. Upon contacting my phone provider, *******, ******* said it was not my phone or ******* phone service More than once, ******* contacted HW on a 3-way call and informed HW it was their problem, specifically NPA X** Despite numerous calls to HW over the past weeks, no resolution nor any responses and the same message when calling, not accepting calls at this time,

This is regarding Hotwire s ********* remote. During an online troubleshooting session around 7/28, I was told that the TV remote was bad AND was told a new remote would be sent in a couple of days A spare remote was available and worked A day or 2 later, the same issues surfaced with the spare remote, so it appears their issues are not related to the TV remote. Another trouble-shooting call on 8/4, and I was told that the spare remote was bad (questionable after working for a few days) AND, again appearing that their issues are not remote related. On 8/8, no remote and a 3rd call AND I was told a new remote would be received in a couple of days A fourth call was made, after no remote has been received And now, after 17 days, no remotes have been received from any of the discussions, continuing the annoying TV control issues and/or other issues with their equipment such as discounting the FISION control box and other steps to be capable of using the TV. And for the record, numerous technicians have been at my residence over several weeks, but issues re-occur such as the above.

8/17 HOTWIRE IPs This complaint ss regarding suspicious IPs appearing on my personal computer devices (and most likely other users in my 400 plus community) This has been reported numerous times, since March or so, via emails including IP snapshots to: ***** ******, ******* ******, ***** *****, AND, by letters/emails to their CEO, ******* ******* None of whom reply (Maybe blocking my remails(. Some samples are attached, and others can be provided, they are voluminous. For the additional record, a complaint was filed around 5/13/25 (********) but improperly answered by ***** ******** shortly thereafter. She was contacted on 5/22/25 via fax and follow up emails, With no response. I need specific answers as to why those IPS show up. especially numerous NEWRELIC ones. Again, these issues are most likely impacting other Hotwire users as well
Business Response
Date: 08/18/2025
August 18, 2025
Ref: 23322404
****** ********
Dear Ms. **************** appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed the matter after a detailed investigation; we found no basis for the customers concerns
Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

Hotwire Communications LLC
Customer Answer
Date: 08/20/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23726193

I am rejecting this response because:
They did not addrerss any of the ** snapshops
They did not answer faxes or emailson the snaopshots sent with this complaint OR NUMEROUS others.
This impacts all HOA users.
Regards,

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

Customer Answer
Date: 08/20/2025
Attention Heather

This appears to be one of the 4 complaint issues ...THE IPs
3 more pending
Audio
Phone
Remote
Customer Answer
Date: 08/24/2025
thery did not provided any specific answeres to the numerous ip snapshots sent , so this is not reolved and nned to be pursued further and published
Business Response
Date: 08/28/2025
August 28, 2025
Ref:23726193
****** ********
Dear Ms. **************** appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

Hotwire Communications LLC
Customer Answer
Date: 09/03/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23726193

I am rejecting this response because: for the reason below

9/3/25

******* *******, CEO
Hotwire Communications (HW)

Ms. *******, CEO:

The attached message, without any employee identification, was sent to the BBB in ***ly to my 4 (FOUR) complaints,all of which were:
the direct result of Hotwires failures to respondto the 4-issues presented

IP issues. i.e.,
the failures of employees, ***** ******, ******* ******, ***** ******, and ***** ******* fax and Email) as well as via **** and email messages to your office. i.e.,
failing to respond to any of the SPECIFIC and NUMEROUS snapshots sent as appearing many times on my devices over numerous prior months (and recently as well).

stating that nothing is wrong is NOT TRUE without specific answers to every IP snapshot presented to Hotwire personnel.

The PHONE issuewith ************ (not accepting calls),

This specific issue was confirmed in a 3-way phone conversation by my phone provider, ******* and HW
with your error code NPA XXX

stating that nothing is wrong is NOT TRUE without correction to this specific issue.

3. The SOUND issues presented, i.e.,
the constant need of resetting the sound from DOLBY to STEREO, as described numerous time
AND
The failure to accept the SPANISH language stated as a sound option.

In addition, several tech visits confirmed this is an issue (for them as well) and also a *** stated corrections were being made (notice attached)

never resolved.

Stating that nothing is wrong is NOT TRUE based on the above.

4. The REMOTE issue, whereby several phone ***s stated was defective.
AND
The failure, despite several phone calls, to provide ***lacement remotes, is now over approx. 3 weeks

Stating that nothing is wrong is NOT TRUE based on the above.

I want proper answers from someone in authority at Hotwire to properly answer all of the above issues
(as was erroneously ***orted to the BBB). Several of these issues impact ALL HW users, not only me.

Thank you for your attention.

Thank you.

(s) ****** ********
**********************************************************************************;

cc: BBB

Regards,

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

Customer Answer
Date: 09/07/2025
8/10
BBB Hotwire -audio                                                            #

This is regarding the Hotwire ********* Audio type
The standard audio is DOLBY and can be changed to STEREO or SPANISH.

After successfully changing b to STEREO,
It reverts back to Dolby,
when pausing,
muting,
changing channels and other remote-control options
AND,
SPANISH does not work at all
AND
Very annoying to have to change again and again without retention.

Technician visits have viewed this on my devices and confirmed that this is an issue,
even for them.

AND,
This is not isolated to my services, rather all Hotwire users of ********* audio.

Since March, they have been contacted numerous times without any resolutions even after the technician visits and their purported reporting to Hotwire.
Business Response
Date: 09/10/2025
September 10, 2025
Ref:23726193
****** ********
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

Hotwire Communications LLC
Customer Answer
Date: 09/12/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23726193

I am rejecting this response because:
The un-named employee did answer the 4 issues
they did not communicate with me either
AND see the attached letter to their CEO .......never answered
NOTHING Is resolved

Regards,

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

Business Response
Date: 09/15/2025
September 15, 2025
Ref:23726193
****** ********
Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire has thoroughly reviewed all matters reported. We found no basis for the customers concerns

Again, we apologize to Mr. ******** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information. Thank you.

Best Regards,

Hotwire Communications LLC
Customer Answer
Date: 09/16/2025
INCORRECT response per attached letter to CEO UNANSWERED
Customer Answer
Date: 09/16/2025
neverr answeredoproperly
Customer Answer
Date: 09/16/2025
never answered properly
Customer Answer
Date: 09/16/2025
never answered by CEO
Initial Complaint
Date:08/10/2025
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.
I recently moved in a new apartment building where this company was the only option and it is absolutely horrible. My services which includes TV and Internet was connected on August 1st and during connection the tech told me the my wifi levels are below standard which he should have said that I dont have any wifi. That was on a Friday and I was told that a tech would contact me to come and fix the internet. On Thursday August 7 , ******************************************************* because I wanted my services that Im being billed for to be connected. That visit lasted about 30 minutes before he stated that he dont know whats wrong with it and he will be back tomorrow (Friday, August ******) with his associate that would know how to fix it. They did return on Friday to fix and after 45 minutes I was told we still cant fix it and we will come back on Monday with someone who can help. Monday being tomorrow 8/11/25. Because of this on Friday 8/8/25 I called customer service and demanded that I have a tech who knew what they were doing come fix my service. The customer service *** started that a supervisor will come out on Saturday 8/9/25. Keep in mind all of these appointments are early in the morning. I woke up at 8am on Saturday morning again for a tech, keep in mind this would be a 4th visit. This tech was the original person who did the install and not a supervisor. After about 50 minutes I was told that he will ***ort to his supervisor what he saw. As of today I have no appointment, no wifi, services shotty, and still waiting for clarification on when my services will be working. This is by far thee worse company. I dont know how new they are but this company isnt ready for such large building contracts. You can clearly tell that their technicians are not trained well and under paid. I just want a trained person to come and connect my services like they were supposed to do in 8/1/25. My daughter attends homeschool and its affecting her learning.
Business Response
Date: 08/13/2025

August 13, 2025
Ref: 23553448
****** *******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Our technicians were out on August 12, 2025 and repaired the issue

Again, we apologize to Ms. ******* for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Initial Complaint
Date:08/03/2025
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.
I. REASON FOR COMPLAINT Deceptive billing practices, undisclosed fees, and unjust termination of pre-paid internet/cable service.II. DETAILED ACCOUNT OF THE PROBLEM My condo association provides free internet/cable, and neighbors confirmed free installation. Hotwire Communications sales **** persistently called me to activate service. So, I say" Why not?" and called them back.Crucially, no installation fee was EVER disclosed during the consultation call or by the technician during the July 20, 2025, installation. Only AFTER installation was complete did I receive an unexpected $107 bill for this service. On Thursday, July 31, I disputed this undisclosed, unauthorized charge with Hotwire. In retaliation, Hotwire unjustly terminated my pre-paid service this morning, August 2, 2025. They cannot deny a service my condo already pays for based on a fee they never disclosed.III. CONSUMER RIGHTS VIOLATED Right to Transparent Pricing/Full Disclosure: Hotwire failed to disclose a mandatory installation fee upfront, violating the principle that all costs should be clearly presented before a transaction.Right Against Unauthorized Charges: I was billed for a $107 installation fee that was never disclosed or authorized by me.Right to Free Service/Against Unjust Termination: Hotwire terminated a pre-paid service over a disputed, undisclosed fee, denying me a service my association already covers.DESIRED RESOLUTION Immediately restore my internet and cable service without conditions or additional fees.Immediately remove the fraudulent $107 installation fee from my account.
Business Response
Date: 08/07/2025

August 7, 2025
Ref: 23693529
******** ******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the installation fee was credited as a one-time courtesy.

Again, we apologize to Ms. ****** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best ********************************************** of ***************
Hotwire Communications LLC
Initial Complaint
Date:07/31/2025
Type:Sales and Advertising 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.
During the month of August 2022 I met with a Hotwire *** to discuss starting services at my home. I was informed by the ***. of the packages containing 1gb of internet service. I was only interested in 1gb do to the issues I had experienced in the past with other providers and lower speeds. The ***. shared the differences in cost for internet and TV service with internet. I was told that I would be receiving 1gb of service with TV. I had issues early on concerning the rate of speed not meeting the ***** I called in for service and the service tech on both calls never spoke of anything less than 1gb of service. On July ******* I called in for service due to buffering and intermittent breaks in service while working on the computer as well as watching tv. When the tech came to my home, I was informed that I was not receiving 1gb. I called Hotwire and the ***resentative stated the same thing as the tech. I explained what took place and the only resolution was that I pay more for a product I was suppose to be receiving. I ask to speak to a manager.; when the managers ***************** called back I informed them and they told me They could not do anything because I was getting charge for the right product. The bill doesn't reflect the rate of speed I am suppose to get. it states "internet 500." I considered this to be their coding for the product not the rate I sign up for. I have not denied Hotwire of any payment even when I was late and in the hospital. I believe I should receive the product I was initially promised. I have faithfully paid trusting Hotwire to hold up their end of the service. I have paid Hotwire $5654.95(est) over the span of 2 1/2 years. A year and a half of that time I was in the hospital, and lost my employment, but still paid for a service I did not receive. The amount I was given by the managers (which was more than the *** I spoke to on the phone earlier) there is a $33 ($1155.est) difference in which should be refunded or service as promised.
Business Response
Date: 08/06/2025
August 6, 2025
Ref: 23683715
****** ******
Dear Ms. ************** We appreciate Mr. ****** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After review of the account the services ordered, received and billed are valid. There is no refund due to the customer.

Again, we apologize to Mr. ****** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

Hotwire Communications LLC
Initial Complaint
Date:06/04/2025
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.
I live in a 55+ adult community where the TV service is included in The **** On Jan28 I was charged $19.99 for a movie I did not order. On Feb28 another movie was charged to my account.. I told ********************** i Watch movies on ******* and The other person Who lives with me is my 97 yr old mother who only knows how to turn the TV on and off. On March a representative of Hotwire walked me through to parental control to Lock The device in case my mother pressed some bottons by mistake. Yesterday I received this months Statement and there was another movie being charged to my account. I called and i asked if I have the parental control locked * as i was told to do by the Hotwire rep * how come I am being charges for a movie I never orderd and couldnt order because everything is locked. The representative told me I had to payfor this movie . She checked with me that the Parental control was in place. She told me I would not receive a credit. I just dont understand if Hotwire told me how to lock Parental control and was verified by The representative now they are charging me for a movie I never ordered. Would you be kind enough to resolve this issue? I would greatly appreciate it.
Business Response
Date: 06/12/2025
June 12, 2025
Ref: 23426868
***** *********
Dear Ms. ************** We appreciate Mr. ********** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After reviewing the account the movie fee was credited. .

Again, we apologize to Mr. ********* for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

************************** of ***************
Hotwire Communications LLC
Initial Complaint
Date:05/23/2025
Type:Billing Issues
Status:
ResolvedMore 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.
Hotwire is claiming I have a sports package that was not paid for. They disconnected the service for non-payment and are charging me $1019.55 for the package and unreturned equipment. They have turned this over to a collections agency. The equipment they claim I have was never installed. The apt was wired up for Hotwire and two eero routers were placed inside. But they are claiming I have two cable boxes, two remote controls. The apartment has been vacant for nearly two years, without a functioning TV. I have never received an invoice from Hotwire. They also do not have my name correct. The services they offer at the complex are including in the *** fees. I have never signed up for any additional services.
Business Response
Date: 05/29/2025
May 29, 2025
Ref: 23369681
***** ****
Dear Ms. ************** We appreciate Mrs. **** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the *** charges were removed,and the customer has been removed from collections.

Again, we apologize to Mrs. **** for any inconvenience. We are open to our customers' concerns and suggestions. We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.

Please do not hesitate to contact me if you require any additional information.Thank you.

Best Regards,

************************** of ***************
Hotwire Communications LLC
Customer Answer
Date: 05/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***** ****

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Hotwire Communications, Ltd. is BBB Accredited.