Complaints

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

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• 

  Hotwire Communications, Ltd.

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

  
• 

  Hotwire Communications, Ltd.

  PO Box 1187 Bala Cynwyd, PA 19004-5187

  
• 

  Hotwire Communications LLC.

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

• 

  Hotwire Communications LLC.

  2100 W Cypress Creek Rd Fort Lauderdale, FL 33309-1823

• 

  Hotwire Communications LLC.

  3870 Pembroke Rd Hollywood, FL 33021-8108

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:05/09/2024

  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.

  I am a homeowner in a community in ******* that has a contract with Hotwire Communications to provide cable services to the community. Included in this service is the streaming provider called **** Up until about 3 weeks ago, I was receiving this service without any problem. At that time, I received a message from *** that there was a problem connecting and to keep trying. I then called *** who did some tests and advised me that there was a problem with *** trying to connect with my account at **********************. I then called Hotwire and told them the problem. Fast forward, and I have called them about a half a dozen times, and was told each time that they were escalating the case. My last encounter with them is when I spoke to their representative who is the contact person who is supposed to resolve problems with Hotwire for my community. He said that he had done everything within his power and was unable to do anything else to resolve the situation. I can't believe that this company is unable to correct a problem of their making. I am paying for this service thru my community monthly dues. To tell me the they cannot proceed any further in resolving this problem is outrageous. They should not be allowed to provide cable services if they cannot find and correct the problem. I am asking that my service for *** to be restored immediately and that I should be compensated for the lack of of service plus the excessive amount of time that I have expended in trying to resolve this problem of their making.Thank you for your assistance in this matter.

  

  Business Response

  Date: 05/20/2024

  May 20, 2024
  Ref: 21689956
  ***********************************
  Dear **************,
  
  We appreciate Mr. ************ comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   The customers issue is being investigated for a resolution. The customer has been updated by our account management team.
  
  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: 05/23/2024

  [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: 21689956
  
  I am rejecting this response because: It has been almost a month without Hotwire actually repairing the problem. Their words sound great, but their actions are zero. At this point, I cannot imagine any reason for the problem not being fixed. I have been inconvenienced and have been paying for a service that I am not receiving. I expect a quick resolution to this complaint.
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/10/2024

  June  10, 2024
  Ref: 21689956
  ***********************************
  Dear **************,
  
  We appreciate Mr. ************ comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   The customers issue is being investigated for a resolution. The customer has been updated by our account management team.
  
  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: 06/10/2024

  [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,
  
  ***********************************
  Due to the efforts of Hotwire's representative to my homeowner's association,**********************, it appears that the problem has been corrected. Thanks 

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been wrongfully billed by Hotwire for over a year in 2021-2022 when they finally realized that they should not be billing me since it is included in my HOA - they issued me a credit of $341.05 which they said they would be sending me a check in the mail - which can take up to 6-8 weeks. This was in 2022. Everyone I called them to see where my check is - they very nicely apologized and said well take care of this and escalate to get this check sent to you - I have been calling Hotwire and am always told it will be taken care of over the past two years - and nothing - my money is just sitting as a credit on my account - which they wrongfully charged me. Please help me in getting my refund of the amount I should have never paid in the first place. Thank you

  

  Business Response

  Date: 05/10/2024

  
  May 10, 2024
  Ref: 21646251
  *******************************
  Dear **************,
  
  We appreciate Ms. ********** comments and concerns and sincerely apologize for any inconvenience she have experienced.
   
  After reviewing the account, the refund check has been processed for the customer and will be mailed within the next 5-7 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:04/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotwire having a debt collector calling me for an equipment return from 2023 with an old address that I have moved from 7 years ago. Their account is from 2023 and I had no account with them since 2017.

  

  Business Response

  Date: 05/07/2024

  Tell us May 7, 2024
  Ref: 21646251
  *****************************
  Dear **************,
  
  We appreciate ***************************** comments and concerns and sincerely apologize for any inconvenience they have experienced.
   
  After reviewing the account, the disputed URE charge has been cleared from the account  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, LLCwhy here...

• Initial Complaint

  Date:03/29/2024

  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 am on the **** Hotwire is my ***************** My service was disconnected which violates the rules of being apart of the *** the young lady I spoke with did attempt to resolve my issue but her supervisor whom knows the rule of *** denied my recognition I was also denied to go to a lesser service I could afford. I was told to pay my bill it was nothing that could be done which was not true the supervisor was also unwilling to talk to me I have also attached proof of what was suppose to happen but did not happen

  

  Business Response

  Date: 04/18/2024

  April 18, 2024
  Ref: 21502706
  ************;*****
  Dear **************,
  
  We appreciate ************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
  After reviewing the account, as a courtesy we issued a $40.00 credit to the customers account.The customer is aware and agreed to credit amount.
  
  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:03/02/2024

  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.

  Can not access a lot of websites(e.g. github.com, hupu.com) using the internet service, seems hotwire blocked it.

  

  Business Response

  Date: 03/12/2024

  March 4, 2024
  Ref: 21374903      
  *******************
  Dear **************,
  
  We appreciate Mr. ***** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   All contact information provided for the customer is not found in the  ********************** customer system. No such customer found or contact information provided.
  
  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:02/22/2024

  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.

  I received notice of alleged debt of $250 to Hotwire Communications in January 2024 via a debt collector (****). The debt is allegedly connected to account #********. I called Hotwire directly but received no help understanding what this charge was for. I never had an account with ********************** and did not make any payments to them, but lived in a condo building that contracted directly with Hotwire between July 1st, 2020, and June 30th, 2021. The address of my apartment in that building was **********************************************************************. When I called Hotwire after receiving notice from the debt collector, they told me the charge was connected with equipment that I did not return. This cannot be true, because I never received equipment from Hotwire (again, I never had an account with them directly). I would like this charge removed so that I am not further contacted by the debt collection agency.

  

  Business Response

  Date: 03/04/2024

  March 4, 2024
  Ref: 21333200
  ***********************
  Dear **************,
  
  We appreciate Ms. ****** 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: 03/04/2024

  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. I received a call from Hotwire confirming that they have removed the charge from my name. Thank you for your support in resolving this matter.
  
  Regards,
  
  ********************************
  
  

• Initial Complaint

  Date:02/21/2024

  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 board arranged for hotwire to provide service in the san remo ************** ** neighborhood. they had to lay cable throughout and trenched property to do so. i had tarp beneath rock and sod on my frontage which they dug up without letting me know how or when they would repair the damage. on 9/6/23 i made my 1st call to ***************************** construction project mgr. later calls for exmpl 10/15 10/17 12/4 12/28. after time and contact with hotwire from ****** ************************* of my *** they did come and correct part of the rock and tarp but only 1 side. they had no sod with them so promised a return which to date hasnt happened. at one point a man came to my door but had no time or date to return and complete work. my last call on 12/28 is unreturned. weeds have filled the space in question but thats not how they found it! i have before and after photos of the area. at this point just remove the weeds and replace with the sod that was required. otherwise this is an incomplete sloppy installation of svc.

  Customer Answer

  Date: 02/28/2024

  Hotwire came today and placed the sod as requested. I received a call from *************************** of Hotwire to confirm the job had been done. Sorry it took so long (5 months+)and  a complaint to resolve what shouldn't have been monumental issue.  Thanks for your help. 

  

  Business Response

  Date: 02/28/2024

  February 28.2024
  Ref: 21325977
  ***************************
  Dear **************,
  
  We appreciate Mrs. ******* comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
  Our construction team was out on February 28, 2024 and made the necessary repairs to the damage reported. The customer was contacted and confirmed the repair.
  
  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:01/23/2024

  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.

  I have lived at Reach Condominiums at BCC since 2017. Included with the unit is a single cable box and internet provided by Hotwire Communications. We lived in Apt **** from 2017 until 5/2023, when we moved to Apt ****. We were told as we were moving in the same building to use the same cable box in the new unit. The internet was set up but the cable was delayed until 12/12/23. Hotwire sent two technicians to our unit at which time we were told the current cable box was outdated and so the technician replaced the unit. On 1/5/24 we received a bill in the mail for the amount of $398.54, due to a $400 unreturned box and an overpayment of $1.46 from our prior unit. We called Hotwire communications customer service department immediately on 1/5/24 and were told we should have a resolution in about 1 week as they would reach out to technician and equipment department and rectify the discrepancy. On 1/12/24, we had not heard back from Hotwire directly, and were told the situation would be escalated as no one had looked into our inquiry and we should have an answer within 48 hours. We had asked to speak to a manager or a supervisor and were told no one was available to speak with us until the matter was looked into. We called again on 1/16/24, twice on 1/17/24, three times on 1/18/24, all hoping for an update or resolution to the matter. Not information was provided to us. On 1/18/24, a manager assured us the matter would be handled within a 24-hour period and that he would personally call us directly with the resolution. On 1/22/24, we called again and were told the original box had yet to be located and the bill now overdue. I asked to speak with a manager and once again, was told the manager was busy and would return our call. It is 1/23/24 and we have still not heard back. We are asking for the charge be dropped as the technician did not log returned equipment and we only have a single cable box installed in our unit.

  

  Business Response

  Date: 02/16/2024

  February 16, ****
  Ref: 21186672
  ***************************
  Dear **************,
  
  We appreciate Mr. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
  After reviewing the account, the customers equipment was exempted from URE fees on February 6,****. The credit was applied to the account on February 7, ****. The account is clear and satisfied.
  
  Again, we apologize to ****************** for any inconvenience.  We are open to our customers' concerns and suggestions.  We will continue to actively respond to those concerns and suggestions in our quest to grow and improve our company.
  
  Please do not hesitate to contact me if you require any additional information.Thank you.
  
  Best Regards,
  
  ***************************
  Senior Escalation Manager
  Hotwire Communications, LLC

   

  Customer Answer

  Date: 02/23/2024

  [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:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to service issues with my Hotwire internet service, on November the 23rd, 2023 I upgraded my internet service from High Speed Internet 500, to Gigabit Internet 1000. There was a pricing agreement in place for my High Speed Internet service. However, and without notice or agreement by me, Hotwire charged me a termination fee of $91.90 to upgrade my service (to the faster internet to resolve the service issues experienced). I have disputed this charge to no avail. I advised Hotwire that I do not approve this charge, and they still deducted the monies via auto-pay regardless. I have repeatedly called Hotwire (three times) and continue to get the run around. I have explained to Hotwire that it was their suggestion that I increase my speed and there was never a discussion about a termination fee because I did not terminate my relationship with the Company. I still have my Hotwire service today. Hotwire's customer service while well intended has not been helpful nor able to resolve my issue. When I initially reported the issue over the weekend, I was told that managers do not work over the weekend and someone would contact me - no one did. Then I was told we will resolved in a couple of days, again nothing. Hopefully publicizing Hotwire's business practices will find me resolution. This is akin to having a cable subscription and adding services or channels to cable package. I would not expect that to be charged a termination fee to ADD services. I believe this practice by Hotwire is unethical and lacks merit. The customer service exhibited by Hotwire is additionally poor and promises for return calls and follow-up is non-existent. My account number is  ********

  

  Business Response

  Date: 12/17/2023

  December 17,2023
  Ref: ********
  *************************
  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
  After reviewing the account, the disputed charges have been credited and a refund request submitted.  
  
  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:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband & I are senior citizens. We never ever rent movies on line--especially from our TV provider---Hotwire Communications. They billed us for at least 6 or 7 movies which they said are pay per view. The cost of each movie is $19.99. So we are being billed for at least $120 to $140 for these movies which we never ordered. (Why would anyone pay $19.99 a movie when there are services out there like ******* or ****** that give you unlimited movies for much less than that for a month?) Hotwire keep telling us that we ordered the movies on our remote control and that we had to agree to the price shown on the TV before getting the movie. My husband & I never rent movies on line and we certainly would not rent the movie titles that they claim we rented. In fact, in one instance, they billed us 3 time for the same movie. I checked our calendar, and for some of the dates and times they claim we rented movies, we were not even home and no one was in the house. They only credited us for 1 movie and refuse to credit us for the rest of them. I had them place a block on my account so that they can never do this again. This is such a scam. Before the date that most of these movies they claim were rented, 2 different technicians were here to service their equipment. I am very suspicious that a technician or someone could have hacked our account as well. There are so many complaints about their billing practices on line and this is another one they need to answer to. In some cases, they claim they will cooperate and credit the consumer's account, but they never do. Please help me resolve this issue with them. Thank you.

  

  Business Response

  Date: 12/11/2023

  December 11,2023
  Ref: ********
  ****************
  Dear **************,
  
  We appreciate **. **** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
  After review of the account the disputed charges have been waived. The PPV option has been disabled per the customers request.
  
  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