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

102 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

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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:10/08/2024
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.
Hotwire communications is only good at one thing, collecting fees. My service has been cut from the fiber to my house 3 times. Each times takes longer and longer to resolve. It leaves me without control of my alarm, cameras lights, thermostats in my house. This is the worst cable service I have every experienced
Business Response
Date: 10/17/2024
October 17, 2024
Ref: 22396585
******* *******
Dear Ms. ************** We appreciate Mr.Kneeleys comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Hotwire Technicians were out and completed the repairs onsite.
.

Again, we apologize to Mr..Kneeley 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:10/03/2024
Type:Customer Service 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.
We are writing you in reference to the account number: *************** point Condominium : since the month of JULY we are having issues with our account, our internet service was off and we called to the customer service, a tech came, and it turns out a SMALL PIECE of the outside connection cable was bitten/rutted: at the exact place where the cable was broken the technician found a whole in the fence that separate both houses, he actually helped to cover the hole. (PICTURE ATTACHED)We have been charged for a WHOLE HOUSE RE-INSTALLATION when this is NOT accurate at all, it was just a small piece of cable and nothing else was performed.SINCE THE MONTH OF JULY we have contacted several times to the customer service line, and we have also talked with Mr ****** ******* and he never called or reach out to us.
Business Response
Date: 10/08/2024
October 8, 2024
Ref: 22375434
**** *******
Dear Ms. ************** We appreciate ***************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After review of the billing on the account the charge was 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
Customer Answer
Date: 10/09/2024
[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,

**** *******
Initial Complaint
Date:08/26/2024
Type:Order 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 do not have a relationship with the business, Hotwire. Hotwire has a bulk service contract with my HOA. That contract changed in March, 2014 to provide one router and one HD cable box per condo unit. If a second HD Box would be requested that would come for a monthly charge of $9.99. I never requested a second Box. In fact, I was never at the condo since the new contract started and was never present when the technician came to the Unit. Seeing two TVs the technician just added a second Box and Hotwire started charging me for it. The bills were sent to an old address of my deceased father (they don't have my address because never had a relationship with the company). They shut off my service. To get it back on I had to pay the charges and they will continue to accrue until I send back the second unwanted and unrequested box. But I have no plans to be in ******* until November. This is fraud. They cannot charge me for something I never requested.
Business Response
Date: 09/10/2024
September 10, 2024
Ref: 22196133
****** *****
Dear Ms. ************** We appreciate Mr. ****** ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

After reviewing the box fees have been removed and we will set up the return of the extra equipment. In addition the charges paid for the box will be refunded back to the customer.

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

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

Best Regards,

***** ********
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:08/25/2024
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.
I live in an **************** We have had ******* as our cable and internet service for over 20+ years. Recently, the board of the *** decided, without a vote or input from the residents about the switch. We had a meeting once they decided to make the switch, and we were promised faster internet and great TV service with better channels etc. They made the switch in May/June and I have had nothing but issues ever since with my TV service and ***************** I have experienced the following constant and ongoing issues:TVs not turning on black screens all day/night, then 12 hours later the TV will decide to work without me doing anything. I have rebooted the boxes which I have to do frequently while watching a program People on the TV turn pink with green background which requires me to turn the TV off and on several times before the color returns to normal Watching a movie to TV, the system decided to say no signal, turns off and starts rebooting, it comes back up and maybe ***** minutes later it does this again. Trouble with trying to run the Apps Volume button does not work on controller, but other buttons do Surround Sound is not working TV will shut down on its own for no reason Keeps asking me if I am still there, even before the 2 hour turn off which is built into the system.These above issues are not one offs, they are continual even after the tech has come out and assured me all is fixed. I have rearranged my schedule many time for these issues, then they change the time which then causes me to make further arrangements to my schedule. These ongoing issues are not only annoying, but very frustrating and unacceptable. Our *** was promised everything and Hotwire undelivered and I feel they are in breech of their commitment and service to the community. homeowners feel the same way, but have given up bc they never get resolutions either and are tired of calling and having to reschedule their day to meet the Hot Wire techs.
Business Response
Date: 09/24/2024
September 11, 2024
Ref: 22192817
****** ******
Dear Ms. ************** We appreciate Ms. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.
Hotwire Technicians were out on 09/10/2024 and resolved the customer issue.

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

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

Best Regards,

***** ********
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:07/04/2024
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.
On 3/28 I ordered the *** package from Hotwire at a cost of $169.88 over a phone transaction. Over the course of the next two days, I discovered that I couldn't stream the content via my ******** but rather had to watch it on my cable which was not desirable for my circumstances. I called Hotwire on 4/1 to indicate that I couldn't stream the content, to which Hotwire agreed. I then canceled the package as it didn't meet my needs (which, by the way, it had the previous year). I confirmed that I would not be charged for canceling the package, Hotwire agreed, and I proceeded to order the package directly from ***. I then got a bill from Hotwire for the canceled package. I called, was informed they'd remove it from my statement, and the next month it happened again in exactly the same order. This past month, I was told they'd discontinue my services and report me to debt collection. They said it was a non refundable package that I had canceled after the two days. I paid the bill to avoid issues, but I told them I'd report them for this bad business to you and to ***. I do not have the *** package since 4/1 from Hotwire but have paid now twice for it--once to Hotwire for nothing and once to *** for excellent service.
Business Response
Date: 07/23/2024

07/23/2024
Ref: 21943035
***************************
Dear **************,

We appreciate Ms. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After reviewing the account, the disputed charge has been removed from the account

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC
Customer Answer
Date: 07/23/2024
[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,

***************************
Initial Complaint
Date:06/19/2024
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.
My community, Delray villas, contracted with hotwire communications to deliver ******** and telecom services. The ******** Was a lineup of ** stations, including ******** The installation was concluded in February 2024. ******* has Not worked correctly since installation. Field representatives have visited my house ************** to try to fix The ******* problem. Each time they said it was fixed and then it reverts back to the technical difficulty. Finally, hotwire admitted that they have a software problem that has to be repaired. The only way for ******* to work is to reset the ** by disconnecting the Electrical outlet for 45 seconds and then plugging it back in and wait for the ** to reset. It will then work for two or 3 days and then I have to reconnect again. Hotwire promises that they are rewriting the software compatibility with all **s. However, I do not see this happening and I am getting sick and tired of the situation as I watch ******* every day. I did not sign up for this and hotwire has not provided ******** services as originally promised. Please either correct the situation immediately or replace my ********** with an equivalent or better one that will work with your software system.
Business Response
Date: 07/07/2024

July 7, 2024
Ref: 21873594
*********************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The issue has been escalated to our engineering team and is under investigation.

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC

Customer Answer
Date: 07/24/2024
Hotwire responded to my complaint 7/9/2020 by saying that they were forwarding it to their engineering department. I have not heard from them since.

The field engineer that came to my house 3 months ago told me that the problem is in the software and would be an easy fix over the weekend. It appears as stated earlier that the software is incompatible with my ********** which is less than 2 years old.
Business Response
Date: 07/29/2024

July 29,2024
Ref: 21873594
*********************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The issue has been escalated to our engineering team and is still under investigation.

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,

Hotwire Communications, LLC
Customer Answer
Date: 07/29/2024
[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: 21873594

I am rejecting this response because: hotwire has told me in person that it was a simple software fix and will be fixed over the weekend as stated in original complaint. I do not understand why the engineering department now needs extra time to figure out what is going on.

Regards,

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

Business Response
Date: 08/14/2024
August 14, 2024
Ref: 21873594
*********************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The issue has been escalated to our engineering team and is still under investigation.

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,

Hotwire Communications, LLC
Business Response
Date: 08/19/2024
August 19, 2024
Ref: 21873594
*********************
Dear **************,

We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The issue has been escalated to our engineering team and is still under investigation. Our Engineering Team is working with the customer directly as of 08/19/2024 towards a resolution.

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,

Hotwire Communications, LLC
Customer Answer
Date: 08/19/2024
[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: 21873594

I am rejecting this response because: the engineering **** has not contacted me as of this writing and hotwire has failed to live up to their commitments as presented during June 2023 board meeting.

Regards,

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

Customer Answer
Date: 08/30/2024
The business on Aug 19th stated that their engineering **** was going to call me and I responded same day. It seems that progress is being made. Why did your office close the case?
Initial Complaint
Date:06/08/2024
Type:Order 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 cancelled a portion of my service on January 9, 2024 (confirmation number *******. I am owed a refund balance of $26.70. I called again on March 25, 2024 at which point I was told they would start the "check refund' process. I have called multiple times since then, the last call was last Saturday June 1. I told them I was considering contacting the BBB at which time the person I spoke to said I should have the check by June 5!! Today is June 8 and still NO CHECK!!! This is a big corporation who owes me a mere $26.70!!!!!
Business Response
Date: 06/12/2024
March 4, 2024
Ref: 21820908
*******************************
Dear **************,

We appreciate Mr. ********* comments and concerns and sincerely apologize for any inconvenience that he has experienced.

The requested refund check in the amount of $26.70 was mailed on 06/12/2024. The check should be received In 3-5 business days.

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:05/28/2024
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.
5/21/24 the internet in my home stopped working. I called my internet provider Hotwire communications asking about the issue which in response I was told it was an outage in the area. Two days pass and my internet is still out and I call again and ask to speak with supervisors so I could find what the issue was. I was hung up on by the company for waiting patiently for a supervisor and the representative I was speaking with was acting like she couldnt hear me. The second time I was scheduled to speak with a supervisor. But unfortunately when I called back again, apparently there where no notes or any actions taken for me to speak with a supervisor and that followed two more times. Ive been lied to and told different stories from every representative Ive spoken with and cannot seem to get a clear answer. *** also been refused service, after having all of these problems I just wanted it removed and taken out of my unit. But I just absolutely cant get anywhere with myself with this company. No internet for a week and theres nothing I can do about it I need help getting this resolved, speaking with the company leads no where for me and I dont believe I should have to sit here and hope they want to fix it. All of my calls are supposedly recorded by the company so if theres a possible way to listen to all of the recent calls *** had in the past week its all in there recording that I dont have access to. The phone number I called from is ************
Business Response
Date: 06/14/2024
June 14, 2024
Ref: 21767354
*************************
Dear **************,

We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.

Our technicians resolved the issue, and the customer has not reported any further trouble

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:05/17/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My internet service has been interrupted continuously throughout everyday since moving in Jan. 5, 2024 and Ive filed complaints, called in, and emailed them from the beginning to no avail. Nothing has been done except that they claim a supervisor will call me back and of course they never do. Im in a building that only allows Hotwire so I cant use another service and we pay them monthly as a mandatory fee so they have no incentive to help because I cant get another service and I cant not pay. I waste a minimum of 1 hour every time I call and get no resolution.
Business Response
Date: 06/10/2024
June 10, 2024
Ref: 21725533
*********************
Dear **************,

We appreciate Ms. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.

Our ****************** team has been in contact with the customer, and they are working with the customer for a resolution

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC
Initial Complaint
Date:05/13/2024
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.
While living in the *************** development in **************, ***, HOTWIRE services were provided to us thru the development. My monthly charge was $16.66. At one time, we had two boxes, and then when a service tech came one time, we returned ONE box. We ONLY had ONE television. Thus, only needed ONE box. We moved from there in June last year (2023) and returned our one box. Upon returning it, they told us we had TWO boxes and would be charged for the second box. We insisted, and insisted and worked with them about the fact that we only, had ONE box to return. Now, I am getting bills from a ***************** that total $407.22. The agency can do nothing to help, and HOTWIRE still insists we had TWO boxes. I hate to accuse the service tech of not reporting the return of the second box we once had, but mistakes do happen. HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!
Business Response
Date: 05/21/2024
May 21, 2024
Ref: 21702871
*************************************
Dear **************,

We appreciate ************************ comments and concerns and sincerely apologize for any inconvenience that she has experienced.

After reviewing the account, the disputed URE charge has been cleared from the acct and the account has been cleared from Collections.

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,

***************************
Senior Escalation Manager
Hotwire Communications, LLC
Customer Answer
Date: 05/27/2024
[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,

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

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Hotwire Communications, Ltd. is BBB Accredited.