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: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:11/14/2024
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.
On November 9th I called in to make a payment towards my account. I had a past due balance of about 90$ the automated system could not take my payment so i was transferred to a representative her name was *****. ***** took my card information, confirmed that I wanted to pay a past due balance of ***** and then put me on hold to process the payment. I was on hold for about 5 minutes before ***** returned to the phone to say there has been an error, so I asked what was the error and she repeated to me when I was inputting the amount of $***** somehow I put in $933.72. Which affected my bank account IMMEDIATELY. I was then told I would not get my money back until Monday because it is a weekend, However I did not receive my money until WEDNESDAY. During that time of waiting i incurred a negative balance of -$361.68, and was told by a supervisor/manager who finally returned my call at 9pm when i called at 11am that i would not be reimbursed for any negative funds in my account even though they were at fault. during the 5 days i had to wait for my money to return to me life became very hard especially over a holiday weekend. am a ************* Veteran and single father on a fixed income having incidents like this occur against my will are major set backs. Any assistance you can provide towards getting a reimbursement or who to speak to that would be greatly appreciated. I cant afford to overdraft in my account while having two children, especially with holidays coming in less than a month. This was very unprofessional and unorganized on their behalf. Very Respectfully, ****** *****Business Response
Date: 11/25/2024
November 25, 2024
Ref: 22557452
****** *****
Dear Ms. ************** We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
The request for a refund is under investigation with our billing team.
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 ****Initial Complaint
Date:10/28/2024
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 moved out and cancelled the service on May of 2023 and got a call from a debt collector today, October 28, 2024 over a year and a half later. Hotwire has my contact information and I used **** mail forwarding. If there was a balance they should have notified me and not send this to collectionsBusiness Response
Date: 11/08/2024
November 8th, 2024
Ref: 22474390
***** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the disputed charges are valid and are not associated with an unreturned equipment fee. The customers account has since been closed and sent to a third-party collector.
.
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:10/25/2024
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 mailed a payment to Hotwire Communications. According to the post Office delivery of mail to this business is ************ days or earlier depending on when it was mailed.This payment was mailed on the 13th of October. On the 17th the Check was not Debited to my Account, on the 19 th, it was not Dposited, on the 21st it was not Deposited. On the 23rd, I called **************** at *********************************************. I spoke to a representative who informed me that the Check was received. I asked her why the check is not posted to my Account, she replied 'it will be posted. I said to her if it's not posted by today, I am going to report the matter to BBB. This Company Always HOLDING on to my payment so they can charged Late Fee. On the 24th, I checked my Account the check was still not Deposited in my Account. I called customer service and asked to speak to the Supervisor. I was told by the representative, I could not speak to the Supervisor, I would have to leave my phone number to receive a call within 1-2 hours. Today is the 25th and I have never recieve a call back. I am have been experiencing this type of treatment for a long time and would like a solution to this Problem .Business Response
Date: 11/01/2024
October 31, 2024
Ref: 22474390
******** *******
Dear Ms. ************** We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account all payments have been received and late fees were removed.
.
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:10/23/2024
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.
Hotwire wrote us saying that they never received a payment for a service call. We had already sent them a check in the mail on July 5. Hotwire sent us a " Notice of Impending Suspension of Hotwire Services " dated July 26. They said in their letter to make an immediate payment to call them and make a payment using a credit or debit card or service will be suspended. So that is what we did, payed using a debit card. Then a few days following the debit payment our check cleared. Therefore we paid Hotwire two times for a service call. After calling them 6 times for a refund, beginning on August 7th, we have yet to get anything from Hotwire.Business Response
Date: 11/08/2024
November 8th, 2024
Ref: 22474390
******** *******
Dear Ms. ************** We appreciate Mr. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.
After review of the account the customers refund check was processed and mailed October 24, 2024.
.
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: 11/18/2024
We finally received our refund. Thank you for your assistance in resolving this matter.Initial Complaint
Date:10/10/2024
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.
fision x, a division of Hotwire Communications is trying to charge me for upgraded internet services. I did not receive upgraded internet services and therefore, I will not pay for them.I moved to the Edge of ****** subdivision on April 5, 2024. The neighborhood pays for basic internet services through the *** fees. I had to call fision x to get started using the internet in my new home. The sales representative asked if I was interested in upgraded, faster internet service. We discussed it and he told me that they would need to send a technician to my home to install extra equipment for the faster internet services. They called me once or twice to try to set up the dispatch. I wasn't available to take the call and I realized that I did not need upgraded internet services. I did not want to pay for upgraded services and I did not make an appointment for a tech to install equipment for upgraded services.Business Response
Date: 10/18/2024
October 18, 2024
Ref: 22408333
******* ******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.
After review of the account the charges have been removed.
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, LLC
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