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
- 102 total complaints in the last 3 years.
- 39 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:03/30/2025
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.
The business makes it very difficult to cancel. There is no option online. Their online option to live chat is not working. When I call their line to speak with someone there is no menu option to cancel. Regardless of the option I select, I stay on hold for long amounts of time, the option to receive a call back does not ******* should not be this difficult to discontinue service.
Business Response
Date: 04/02/2025
April 2, 2025
Ref: 23128363
****** *****
Dear Ms. ************** We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
Mr. ***** has been contacted and his concerns addressed
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 LLCInitial Complaint
Date:02/01/2025
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 purchased a wifi and cable package for my apartment based on the recommendation of my rental community, who said that Hotwire was the only option for the community. I was told my plan would cost $80. I was initially charged $116.23. I am now being charged $154.00. I have consistently found random "junk fee" charges in my bill that mysteriously began once I placed my account on automatic payments. I requested a price adjustment and to cancel my contract but the company states that they will charge me for a cancellation fee that is exorbitant. Additionally, I was not told that the extra service for "Showtime" was a promo discount that would increase after 1 year, nor that I would not be able to access the Showtime movie app to watch the programs that I reluctantly pay for whenever I want to. My bill went from $116.23 to $154.00 without notice or explanation and it has not even been 1 year.Business Response
Date: 02/11/2025
February 11, 2025
Ref: 2286858
S Caroline
Dear Ms. ************** We appreciate Ms. ********* comments and concerns and sincerely apologize for any inconvenience that she has experienced.
After review of the account the billing charges were explained in detail which the customer acknowledged understanding.
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,
************************** of ***************
Hotwire Communications LLCInitial Complaint
Date:01/02/2025
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.
When we lived in ** three years ago we had Hotwire as our internet provider. When we left NC three years ago we terminated the Hotwire account and sent in ALL equipment and even our Hotwire account showed everything was zero balance and returned. Now we are getting correspondence from a collection agency wanting $250 for not returning Hotwire equipment. Why wait three years? We have not received any correspondence from Hotwire and when we log into our account somehow now it shows a $250 charge for equipment that was not paid when everything was on autopay. How did this charge even come about if it was on autopay? Of course we do not have receipts from a provider we cancelled and cleared from three years ago. No email, no phone call, no letters, no correspondence for three years and now all of a sudden a collection agency? Hotwire *********************** seems to be a scam trying to take money years after cancellation. We paid the $250 to the collection agency just so it does not affect our credit, but that does not change the fact that Hotwire Internet just scammed more money out of us. Will never use their service and will recommend to anyone looking for an internet provider to stay clear of Hotwire.Business Response
Date: 01/14/2025
January 14, 2025
Ref: 22635428
**** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the unreturned equipment fee has been removed and the customer has also been removed from collections
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 LLCInitial Complaint
Date:12/03/2024
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.
Activated internet service account of 12/2/********** does not work. Contacted support multiple times but claim that they do not have any technician appointments available for the service to be fixed. Spent several hours on hold being transferred to different areas of customer service. One person even told me that someone internally marked my trouble ticket as completed even thought I never spoke to or heard anything from the company Constantly being told that someone will call me with more information yet no one has called.Business Response
Date: 01/03/2025
January 03, 2025
Ref: 22635428
***** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
Hotwire Technicians and our Field Ops Team is currently investigating the customer issues
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:12/03/2024
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.
this company illegally charged me $20 NSF. it is illegal to to charge me *** fee only my bank is allowed to do this. my account and routing is not saved so why did you all dig up my information to illegally charge me? you all received the payment. i want my money backBusiness Response
Date: 12/09/2024
December 05, 2024
Ref: 22596566
***** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the unreturned equipment fee was removed from the account.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 12/09/2024
[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: 22632310
I am rejecting this response because: my name is not mr ****** and i never asked about a equipment fee. my message specifically said i was charged a $20 insufficient fund fee. i will be filing a law suit against hotwire for illegally getting my information and charging me
Regards,
******* ****Business Response
Date: 12/13/2024
December 13, 2024
Ref:22632310
Natasha ****
Dear Ms. ************* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">We appreciate Ms. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
After billing review of the account no NSF Charge was found to be applied to the account by ********************** Communication. We have requested proof of the charge but have not received a response from the customer
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:12/02/2024
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.
Good evening,I am being billed $****** by Hotwire communications which is being sent to a debt collector. I have not used any premium cable services and the *** covers basic cable.I previously lived in a building ********************** and left the cable box in that unit. When I left, I called Hotwire and appraised the company of the situation and was informed they could link the cable box with another account someone used to start their account so I would not be charged for the box.I do not understand why I am being charged ****** and I did not receive a bill.Thank you,***** ******Business Response
Date: 12/09/2024
December 09, 2024
Ref: 22630564
***** ******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the unreturned equipment fee was removed from the account.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:11/25/2024
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 have a signed two years contract with them for $179 for the first year per month and $199 per month for the second year. Never have I been billed the contracted amounts. I think that it is a scam and it need to be fixed immediately. Every time I call them I get the run around and nothing ever gets fixed. I have attached the two years contract and my most recent bill which should be $199 but as you can see it is $293.57.Please get this fixed asap as I am on a fixed income and I cant afford to have my bill go up every month. That is why a bought the contract.Thank you ******* ******* 954 304 3532 ***** Akenside *************** *****Business Response
Date: 12/05/2024
December 05, 2024
Ref:22603875
*******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the billing charges are correct. No billing adjustment will be made.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 12/07/2024
[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: 22603875
I am rejecting this response because:This is fraud! I have a signed two years contract at $179 for the first year and $199 for the second year. See attached contract.
I am due approximately $500 from this company and I demand the credit asap!
Thank you
Regards,
******* *******Business Response
Date: 12/13/2024
December 13, 2024
Ref:22603875
*******
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.
After review of the account the billing charges are correct. No billing adjustment will be made.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 12/13/2024
[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: 22603875
I am rejecting this response because:I cant be any simpler!
I have a signed two you contract attached for $179 and $199 per month as you can see from my latest bill they are billing me $293.57!
This is fraud!
Please get this fixed asap!
******* *******
************
Regards,
******* *******Customer Answer
Date: 12/16/2024
This is the new bill attached $293.57 and per the contact it is supposed to be $199.00 and I have attached that again too.
******* *******
************
Initial Complaint
Date:11/23/2024
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.
Was sent an invoice for $700 for equipment at my old residence which was a rental did not know it had to be returned since the cable and internet is provided thru hoa fees .The owners of the property are now occupying the residence at ********************************* they had Hotwire come in and add more boxes the installer took the old equipment and never turned it in and now they are charging me for it .Hotwire claims they sent me an *** return label which I did not receive and didnt receive a phone call .Called them many times to resolve this and they claim they looked into this and the bill stands and if I dont pay they will submit it to collections .Asked to speak to a supervisor with no call back Thank you ***** *******Business Response
Date: 12/05/2024
December 05, 2024
Ref: 22596566
***** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the unreturned equipment fee was removed from the account.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:11/11/2024
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 had moved into a new apartment located at *******************************************. The *** included free internet with Hotwire so I called the customer service and had it set up on 9/21/23. Unfortunately the apartment had serious mold issues and I had to move out after living there less than 2 months. I contacted Hotwire customer service on 11/13/23 to disconnect the internet and they provided a return label for me to send back the equipment. I dropped off the package on 11/22/23 at *** using the provided label, please see package drop off receipt attached ( Tracking # 1ZCV72559023187496). On 12/9/23 I received an email from Hotwire saying that $250 Unreturned Equipment Fee was posted. I called the ************** customer service number on 12/15/23 to explain that I sent the equipment on 11/22/23 and at this point it looks like *** has lost the package since it has been close to 1 month since I mailed the equipment. The customer representative said that they will take care of it and remove any charges associated with this.I did not have any further communication with Hotwire and I was sure this was *********** my surprise, on 11/5/24 almost a year later I received a message from CBHV - a debt collector related to Hotwire Communications reference #*********.Hotwire needs to clear and dismiss the fee I was wrongfully charged for as well as remove the debt collector claim.Business Response
Date: 11/15/2024
November 15, 2024
Ref: 22541340
******** ****
Dear Ms. ************** We appreciate Mr. **** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
After review the unreturned equipment fee was removed from the account and the customer was also removed from collections.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCInitial Complaint
Date:11/07/2024
Type: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 purchased a condo in ************ in 2017 and rented it out since then. This Aug, the renters who lived there for 7 years moved out and new tenant moved in in September. Last weekend the new tenant just texted me about a bill from Hotwire communication with my name on it. I live in ********** and never receive any bill from Hotwire, never pay any bill to Hotwire. So, I called HotWire and I was told they don't have my New Jersey address and email address, they only have my name, property address in ************ on file. And Hotwire charges me $500 for the unreturned cable equipment because my new tenant switched the service under his name, so the service was disconnected in middle of Sept. Actually, I totally have no idea about this cable box. I guess HOA provided my information to them because HOA has a lease with Hotwire. I don't remember I contacted Hotwire in 2017. I don't even register my account online when I try to see my bill in detail from my Hotwire account yesterday. I told Hotwire my tenant couldn't find the box any longer and explained to them I can't afford $500, additionally it's not worth $500 for an old cable box. They said whatever I have to pay $500 by Dec 20th, or pay half in Nov and half in Dec, otherwise they will send the bill to collection agency in Dec. Firstly, I never got a notice about this policy regarding the $500 charge for unreturned box. Secondly, I don't believe this box installed in 2017 is still worth $500 and obviously I am overcharged . Lastly, I spent a lot of money on flooring, painting, house cleaning, repairs and vacant for 7 weeks, as well as agent fee etc before new lease started in late Sept, I can't really afford to pay $500. I am appealing for this $500 bill.Business Response
Date: 12/04/2024
December 04, 2024
Ref: 22528569
**** ******************************* We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the unreturned equipment fee was removed from the account.
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,
***** ********
Senior Escalation Manager
Hotwire Communications, LLCCustomer Answer
Date: 12/05/2024
[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,
Ning ****
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