Complaints

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

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Hotwire Communications, Ltd. has 8 locations, listed below.

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• 

  Hotwire Communications, Ltd.

  3 Bala Plz W Ste 600 Bala Cynwyd, PA 19004-3413

  
• 

  Hotwire Communications, Ltd.

  111 Corning Rd. Suite 112 Cary, NC 27518

• 

  Hotwire Communications LLC.

  6401 Congress Ave STE 175 Boca Raton, FL 33487-2860

• 

  Hotwire Communications LLC.

  3870 Pembroke Rd Hollywood, FL 33021-8108

• 

  Hotwire Communications LLC.

  2401 NE 65th St Fort Lauderdale, FL 33308-1552

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:02/13/2023

  Type:Delivery 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 been a customer of HOTWIRE COMMUNICATION for the past 5 years, under a contract that was originally stated as a 3-year commitment. Due to the subpar service I have experienced, I have decided to move on to another company with better service. However, I have recently received a bill for $1074.09 for breaking my contract. The company previously told me that my contract was for 3 years and was on a month-to-month basis, but now they are claiming that it was an automatic renewal. I never received any email notification about a renewal of service. A company that promises excellent service and customer satisfaction should not provide poor service and unhappy customers. I have tried to reach out to the person responsible for my account through multiple emails and texts, but have received no response.

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  Ref: ********
  ***************
  Dear **************,
  
  We appreciate the customers comments and concerns and sincerely apologize for any inconvenience that they have experienced.
  
  After review from our Hotwire Business Team the termination fee is valid and stated in the terms and conditions of the contract.
  
  Again, we apologize to the customer 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:01/17/2023

  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 sold a condo in June of 2022. The HOA for that condo had a contract with Hotwire communications, so everyone had to use Hotwire for internet and cable, and it was paid through the HOA fees. When I moved, I failed to return my equipment (which apparently costs $221.38). One month after I moved and monthly thereafter, I received an invoice for $221.38 that said in capital letters, in two different locations "**AUTO PAY - DO NOT PAY **" (bills dated 8/26/22 and 9/26/22 attached) which gave no explanation as to the basis for the charge. As I had always paid through my HOA, I figured it was some sort of mixup resulting from the closing and it would sort itself out -- and, again, the invoice says to do nothing, so I do nothing. When the invoices kept coming, I tried to pay online. The website said there was a processing issue and to try later (again, confirming in my mind that there is some issue on Hotwire's end and, again, understanding that all of the bills explicitly tell me "DO NOT PAY", so I again figured the invoices were some kind of fluke). When I received a 5th invoice in November, I finally went to the trouble of calling, holding for a customer service representative and spoke with someone who told me about the equipment fee and confirmed I needed to pay. I then attempted again - multiple times, with multiple payment methods - to pay via the website, but always received an error message. I tried calling and selected the call back option, but whoever called me immediately hung up when I answered the phone. I continued attempting to work with the agent who had tried to help me with the issue in November. Tonight, I called again and was told that this has gone to collections, it is going to impact my credit, it is now out of the Hotwire agents' control, and this "AUTO PAY - DO NOT PAY" and inability to pay online is what happens when you at one point had a card on file. In conclusion - I'm willing to pay! But now I'm concerned about my credit.

  

  Business Response

  Date: 01/27/2023

  January 26, 2023
  Ref: ********
  *************************
  Dear **************,
  
  We appreciate **. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  After contact and review with our collection agency we have confirmed the customer was not reported to the Credit Bureau. The customer was advised and she has fully satisfied her account with payment of the outstanding balance.
  
  Again, we apologize to ************** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:01/14/2023

  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.

  Channels included in a package i subscribed to are not available for streaming through smart TV apps, specifically, apps broadcasting ********** games which are exclusive to ***** Sports, and on occasions on other channels like *** or ***.I have connected Hotwire communication as my service provider on these apps and authenticated, however when trying to watch content i get a message saying "... Stream not currently available through Hotwire communication" (On *** today, 1/14/2023, earlier this week on ***** sports).Some background:I previously complained about this and was bounced around for months till it was finally resolved and I was able to watch on ***** Sports, however it seems that this issue has now resurfaced and is preventing me and likely many others from watching content they paid for. I hope this is resolved quickly or I may have to initiate a lawsuit, perhaps a class action one, as it is likely affecting thousands of users throughout Florida using smart TVs.

  

  Business Response

  Date: 01/26/2023

  January 26, 2023
  Ref: ********
  ***** * 
  
  Dear **************,
  
  We appreciate **. *****’s comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  The programing issues have been resolved and customer has confirmed they are working correctly.
  
  Again, we apologize to **. ***** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:01/06/2023

  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.

  SINCE HOTWIRE INSTALLED OUR NEW SERVICE I HAVE HAD NOTHING BUT PROBLEMS WITH MY TV SERVICE. I HAVE MADE 6 CALLS AND HAVE HAD 4 TECHNICIANS COME TO MY HOUSE. TO SOLVE MY PROBLEM AND EACH TIME THEY TELL ME SOMETHING ELSE. I AM TOLD TO REBOOT EACH TIME WHICH DOES NOT MAKE SENSE. I ALSO KEEP GETTING LOADING VIDEO SIGNALS EVEN WHEN I AM WATCHING A SHOW. I STOPPED CALLING AS I KNOW WHAT THEY ARE GOING TO TELL ME . I AM NOT THE ONLY ONE WITH THIS PROBLEMS AS SEVERAL OF MY NEIGHBORS ARE HEAVING THE SAME PROBLEM AS WELL AS OTHERS

  

  Business Response

  Date: 01/25/2023

  January 25, 2023
  Ref: ********
  *************************  
  
  Dear **************,
  
  We appreciate **. ******* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Hotwire Technicians were out 1/24/2023 to investigate the customers concerns. The technician was able to resolve the service issues.
  
  Again, we apologize to **************** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:01/06/2023

  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.

  On December 15th, 2022, Hotwire Installers came to my residence to install the equipment as part of my neighborhood's switch to this provider. Unfortunately, as the installer was lifting the TV to install the equipment, he knocked the TV off of the wall mount which caused the TV to fall and break and it also ripped the wall mount from the wall, causing damage. The field supervisor came out the same day and took pictures and I received a call from Hotwire later the same day to obtain information about the model of the TV. I was told the claims department would contact me in 1-2 business days with a resolution. I have been calling, leaving multiple messages and sending emails to try and get an update - but there has been no return calls and no resolution.

  

  Business Response

  Date: 01/25/2023

   January 25, 2023
  Ref: ********
  ***********************  
  
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
  
  Our Claims team worked with ****************** in reference to the damages. He was compensated for the damages and we also offered additional assistance with his new equipment if needed. **. ************* has confirmed the issue is resolved and he is satisfied with the outcome.
  
  Again, we apologize to ****************** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:12/29/2022

  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.

  I called Hotwire Communications on 12/8/2022 to inform them of my upcoming move from ********** Subdivision in Port Wentworth, GA. HOTWIRE COMMUNICATIONS HAS A MONOPOLY ON THAT SUBDIVISION AND I HAD NO OPTION BUT TO SUBSCRIBE TO THEIR SERVICES FOR CABLE AND INTERNET. I explained that I was out of my rental on 12/27/2022 and would no longer need services from that day forward. My billing cycle goes from the 26th of one month to the to the 26th of the next. As such, I believed that by disconnecting on the 27th was the logical date to do so to not be billed for the following month. I had paid through the 26th and would use no services from the 27th on. I was billed for the ENTIRE MONTH on 12/20/2022--over $206.00 for services I will not use on a home I no longer rent. The representative made no mention of the fact that they do not prorate their bills nor did he explain that by requesting the date that I did that they would bill me in entirety for the following billing cycle. I called to resolve the billing issue on 12/29/2022. I was unable to resolve the problem with a representative so I spoke to a supervisor who was unwilling to issue a refund, using semantics and my unfamiliarity with industry terminology as a defense. She argued that my use of the phrase "disconnect on the 27th" was an unspoken agreement that I would pay for the entire billing cycle. I am requesting a refund for the month of services I will not use for a home I do not rent. I am happy to pay a prorated amount for the 26th if necessary (approx. $7.00).

  

  Business Response

  Date: 01/03/2023

  
  January 3, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  **************** billing issues were reviewed and corrected. The account is now clear and satisfied.
  
  Again, we apologize to **************** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  January 3, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
  
  **************** billing issues were reviewed and corrected. The account is now clear and satisfied.
  
  Again, we apologize to **************** 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC