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

104 total complaints in the last 3 years.
37 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:04/02/2025
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 purshased a home from ******, ****** and HOA provides there buyers with the service of Hotwire fision X. I moved into ******** a month ago and ever since Ive been experiencing issued with hotwire and there services. I have called multiple times and spoken to supervisors and manager of the community everyone is aware of the issue with the internet and yet the solution has not been resolved. multiple techs has came inhouse and identied that the issue is not withing any connections of the home it has to be something within the main line. My family and i remain with no service but we still have to pay our bills because there due with our HOA. what i am asking for an immediate solution. and not to charge my service until it is completely resolved
Business Response
Date: 04/08/2025
April 8, 2025
Ref: 23151914
Yaritzy Linares
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.

The customers issues are being investigated for a resolution

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
Customer Answer
Date: 04/09/2025
[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: 23151914

I am rejecting this response because:

Regards,

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

I do not want the case to be closed until the service is reinstalled and working properly

Business Response
Date: 04/14/2025
April 14, 2025
Ref: 23151914
Yaritzy Linares
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.

The customers issues are being investigated for a resolution

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,
Customer Answer
Date: 04/17/2025
[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:03/30/2025
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 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 LLC
Initial Complaint
Date:03/28/2025
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.
Hotwire Communications has suspended my service at least 3 times for non-payment. First for $101 they charged for a visit where a TV box was removed from my property in ******* and returned on January 27, 2025. On January 27, 2025 the Hotwire representative removed a tv box that was flashing and over-heating (Ticket *******). It was removed for safety reasons because I was fearful of a fire starting. Hotwire at first charged me for this removal a fee of $101. My account was suspended when I returned the TV box on 1/27/25. It was then suspended on 2/26/25 for a $2.28. On 2/24/25 ***** removed the charge of $2.28 and added a credit of 23 cents. On 2/26/26 ******* ***** removed the 23 cents credit, which I waived (ticket ********). On 2/27/25 the charge of 23 cents was added back without my consent. My internet service continues to be suspended in *******. I have requested a Hotwire manager contact me 6 times. Not once has a manager contacted me. I would like a Hotwire Manager to contact me and in-block my account.
Business Response
Date: 04/02/2025
April 2, 2025
Ref: 23128363
****** *****
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 corrected on the account.

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 LLC
Customer Answer
Date: 04/11/2025
[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: 23128363

I am rejecting this response because:
The account still has not been permanently closed. All equipment was returned to Hotwire on 4/3/25 via *** tracking # 1ZCV72559036009823 at 9:43am. I was told on 4/11/25 by ***** that the account will take a few days to close. I would like final confirmation that the account was permanently closed.
Regards,

****** *****

Business Response
Date: 04/14/2025
April 14, 2025
Ref: 23128363
****** *****
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 review of the account the billing charges were corrected on the account. The account is fully disconnected free and clear of any charges or equipment.

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,

***** N. ********-Director of Case Management
Hotwire Communications LLC
Initial Complaint
Date:02/01/2025
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 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 LLC
Initial Complaint
Date:01/07/2025
Type:Service or Repair 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.
My community used Hotwire. They are horrible. I have been having issue with them since we switched. My cable went out. I made the appointment, had to leave my job so I lost pay, and they did not show up. Then I call and they say the guard would not let them in, its not a manned community. Then they said they showed up at 4:00 pm but I have phone records that show I got a call at 4:12 saying they would be out between 4-5, but late I said I would leave work now she said no rush it wont be until 5pm. Then Im here and noon came but they said they came and nicked in the door. I was here. Then I was told that I cant get another appointment until Thursday but at 2pm. Whos going to pay me my lost wages. This is not right.
Initial Complaint
Date:01/02/2025
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.
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 LLC
Initial Complaint
Date:12/11/2024
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.
On Nov 30 while reviewing my bill from Hotwire communication I noticed my balance was higher than in the past. I made a note to call Hotwire. On 12/11/2024 I called customer service to be on hold for a while. I elected the call-back option. I was called back and when I asked why the price was higher I was told their prices went up. When I asked if I could remove some of the services on my bill like sports channels I do not watch I was told no. I then asked to remove the voice service because we all use our cell phones and was also told no. So basically I have to be charged for services I no longer want. I then asked about my contract since I did not pick this company it is in our community we when we moved in so we had no choice. The *** is telling me my contract is up on 03/2026 which is unacceptable because I bought the home in 2022 and I never renewed my two-year contract! When I asked him he put me on hold. He came back on the line saying he was trying to get the information from a supervisor and would I mind holding longer. Comes back 5 minutes later saying he is still trying to figure out my contract with a supervisor. I was on hold for 27 minutes only to be hunged up on at the end with no answer to how my contract got renewed without my permission. I would not renew since I plan on moving in June. This is very frustrating. Not only my bill increase from $270 to almost $300, they wont take any services off, now they are renewing customers without their permission and do not have any explanation when you call.
Business Response
Date: 12/18/2024
December 18,
Ref: 22674706
****** *****
Dear Ms. ************** We appreciate Ms. ****** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the account the customers billing concerns were addressed and she has been assisted by a billing specialist .

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
Customer Answer
Date: 12/19/2024
[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: 22674706

I am rejecting this response because:
Yes that is correct a billing specialist contacted me and we spoke about changes to the account. As of today I still did not receive in an email the summary of our agreement of removing services, the price and that I am no longer under contract and can cancel at anytime. I also did not receive the shipping label for the cable box that they would like me to send back.

Regards,

***** ******

Business Response
Date: 12/24/2024
December 24,2024
Ref: 22674706
****** *****
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 review of the account the customers billing concerns were addressed and she has been assisted by a billing specialist .

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
Customer Answer
Date: 12/26/2024
[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: 22674706

I am rejecting this response because: the response is just a duplicate of the last response that I have been contacted.
My issue was not resolved, I still do not have the shipping box label in my email, and a written email saying I am not under any contract.
My email is ********************** and once I get the label and email confirmation that I am under month by month service we can close this complaint.

Regards,

***** ******

Business Response
Date: 12/30/2024
December 30,2024
Ref: 22674706
****** *****
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 review of the account the customers billing concerns were addressed and she has been assisted by a billing specialist .

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
Customer Answer
Date: 12/30/2024
[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: 22674706

I am rejecting this response because:
***** from Hot Wire it would be helpful if you actually read my message that says that I still do not have an email with label to ship the cable box back! This is not resolved!

Regards,

***** ******

Business Response
Date: 01/07/2025
01/07/2025
Ref: 22674706
****** *****
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 review of the account the customers billing concerns were addressed and she has been assisted by a billing specialist. We also confirmed with the customer she received the return label

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
Initial Complaint
Date:12/05/2024
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 am receiving a collection report from **** about a non returned hot wire equipment . I returned the equipment the month I moved out and they are charging me $500. Remove this debt from account it is fraudulent.
Business Response
Date: 12/30/2024
December 30, 2024
Ref: 22644353
******** ******
Dear Ms. ************** We appreciate Mr. ****** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After reviewing the account, the unreturned equipment fee was removed from the account and the customer was removed from external 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,

***** ********
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:12/03/2024
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.
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, LLC
Initial Complaint
Date:12/03/2024
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.
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 back
Business 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, LLC
Customer 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, LLC

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