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.

close

Find a Location

Hotwire Communications, Ltd. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hotwire Communications, Ltd.

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

  
• 

  Hotwire Communications, Ltd.

  111 Corning Rd. Suite 112 Cary, NC 27518

• 

  Hotwire Communications LLC.

  10360 Usa Today Way Miramar, FL 33025-3901

• 

  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:11/16/2023

  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.

  I contacted the business to terminate my internet service on November 1, as I was relocating and no longer required their internet service. A few days later, I received a bill that was not only incorrectly listed as past due since it was due 11/24/23, but they also charged me for service from 10/28/23 thru 11/28/23. When I contacted the company for an explanation, they refused to adjust the charges because according to them, they don’t prorate bills. The service was only connected for 4 days of the billing period, so it does not make sense that I’m being charged for 30 days of service that I didn’t actually use or even have access to.

  

  Business Response

  Date: 11/27/2023

  November 27, 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.
  
  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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:10/18/2023

  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.

  THEY do not honor their promised customer service for new installations or empower their "NEW PROPERTY LAUNCH CONCIERGES to provide ANY REASONABLE customer service. For example, when they cancelled our pre-established installation appointment less than 48 hours, they REFUSED to move an installation appointment to the next week from 2pm to 3pm for medical reasons BECAUSE their policy would not allow it. They REFUSED to escalate my request. They said it is their way or the highway. Absolutely they allow NO flexibility for their many potential clients. Don't believe their "premium customer service" promises. They have not delivered as promised. Future customers, be aware.

  

  Business Response

  Date: 11/02/2023

  November 2, 2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate ******************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
  The customers installation has been completed and their services are up and working.
  
  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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:09/30/2023

  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.

  My mother moved from Florida to New Jersey on July 21,2023. My brother returned all equipment and we terminated service as of July 24, 2023. I have received a bill every month from Hot wire. First for monthly payment then for equipment. We received an email that the equipment was received and there was no balance. Every time I call I am told there is no balance and account has been closed. Yet, I still receive a bill. We had to cancel her credit card just to stop auto pay. This is bordering harassment and I want this account closed. Terrible inefficient company that has no idea what they are doing.

  

  Business Response

  Date: 10/17/2023

  October 17,2023
  Ref: ********
  ***********************
  Dear **************,
  
  We appreciate **. ********** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
  The billing issue has been researched and the billing issue has been resolved. The account is clear of any charges.
  
  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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

  Customer Answer

  Date: 10/21/2023

  This complaint will be satisfied and I will accept the terms once no further bills or charges are sent to me.  I would like to wait 30 days before concluding my complaint. 

  Customer Answer

  Date: 10/31/2023

  I did respond previously and said I would wait until a 30 day billing cycle was complete without receiving a bill from Hotwire and then I would close the complaint satisfactorily 

  Customer Answer

  Date: 11/20/2023

  The business has resolved the issue and the complaint has been satisfied. Thank you very much for your assistance in this matter. 
  Sincerely,

  ******* **** 

• Initial Complaint

  Date:09/22/2023

  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 came to my home to do a cable and WiFi installation on 9/7. During the install, my ceiling was damaged due to a mistake made by one of the Hotwire employees. Photos were alleged to have been taken, and I was to receive immediate contact from a customer service/repair rep to begin the process of repair. Since 9/7, I have not received any communication from Hotwire, however; I have contacted them or and registered a complaint with 5 employees that I can name, two of which were in customer service. There has been no attempt at resolution and no one has contacted me. I would like the following, please: 1. Damage to be acknowledged 2. Contact for repair or reimbursement for repair 3. Resolution

  

  Business Response

  Date: 10/14/2023

  October 13,2023
  Ref: ********
  ***************************
  Dear **************,
  
  We appreciate **. ******** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   The issue is being handled by the Hotwire Damage Claim Team and they are working on the repair solution.
  
  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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

  Customer Answer

  Date: 10/27/2023

  My damage was not repaired by Hotwire. I had to hire my own contractor to complete the repair. This is an undue burden on me considering the damage was done during installation and I made numerous attempts to resolve. 
  Isn't it interesting that the first phone call I received to schedule repair was after I filed a BBB complaint. Then that contractor canceled due to Covid. Is there no other person doing repairs for this company in all of South Florida? 
  their response and non-resolution is unacceptable to me.

   

• Initial Complaint

  Date:09/19/2023

  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.

  We canceled Hotwire service 6/29/23 because we sold our home in Jupiter,Fl. As requested by Hotwire, we returned all equipment and paid our final bill. When we received our recent credit card bill, there was a charge of $1,559.18 from Hotwire. I called to ask what this charge was for and was told they were charging us for a year of service and in order to have this charge removed I had to provide them with a copy of the deed for the new property we bought in Stuart, Fl. This sounds so ridicules to me as well as possibly being highly illegal. They are charging me for a service I don't have anymore. It's bad enough that their service sucks now they want me to pay for not having their service.

  

  Business Response

  Date: 09/30/2023

  September 30, 2023
  Ref: ********
  *******************
  Dear **************,
  
  We appreciate **. ***** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   All billing issues have been reviewed and 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

• Initial Complaint

  Date:09/16/2023

  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 purchased my first home less than three months ago in a community where Hotwire Communications has a contract with the HOA making it the only available service in the community. Since then, the internet has gone out 7 separate times. Most everytime it takes over 10 hours for it to come back on. (Meaning, in under three months, we've experienced somewhere close to 60-70 hours of interrupted service.) As someone who works from home, reliable service is crucial to my livelihood. I have called each time this has happened and been given almost the same response verbatim. "Our engineers are aware of the issue and are working to resolve it." The last time I spoke to their customer service (literally 4 days ago when the internet was last interrupted, its currently out at this moment), I was told a supervisor would be calling me back. That never happened. A few weeks back a rep came to the community to hand out $50 dollar amazon gift cards as an apology and while some type of acknowledgement was nice, it does not make up for the lost wages I and others in the community are facing as a result of this subpar service. A solution that I think would be respectful of everyone's time, money, and livelihood would be for this company to, at the very least, sponsor WIFI Hotspot devices for people in the community to rely on during the next inevitable 10+ hour long internet interruption. If you are going to have what amounts to a monopoly on internet service for a whole community, the very least that could be done is ensuring the service you've committed to provide is provided on a consistent, reliable and, respectable basis.

  

  Business Response

  Date: 09/30/2023

  September 28, 2023
  BBB Complaint #********
  *********************

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

  Hotwire technicians were out to the customer home on September 18, 2023. The issue was resolved, and the customer has confirmed services are up and working.

  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.
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

  Customer Answer

  Date: 10/05/2023

  [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:09/07/2023

  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.

  Around 3 years ago I was a renter in a condo community. One day my condos owner called and said the HOA made a deal with hotwire and I needed to cut my service and allow them entry to the condo to install whatever they needed to install for hotwire to be the service provider of the condo. So I allow them to install their boxes and wiring in the attic and give them my email. I had their mediocre (freezes and blackouts) service for a couple years and upon leaving I left the two cable boxes in the condo because since I never paid a dime for it and the service was forced on me, I believed them to belong to the owner. 2 years later, I receive a call from a collections company claiming I owed hotwire 500 dollars for missing equipment. This collections agency did not have my correct email or last name so I figured it was a scam so I called hotwire and sure enough, there was a $500 charge. They heard my story and told me they would give me $500 credit and they would take care of it. 2 months later I get a call from the collections agency again. Apparently it was not taken care of. I called 3 times and each time I was promised a supervisor would call. Nothing. Finally I called and told them I would be on the line until someone with the power to resolve this issue answered, which they finally did. The supervisor proceeded to tell me it was not a late fee for the boxes but that the two cable boxes cost $500 dollars and I would need to pay no matter what. This company gave no notification that they required any sort of payment for 2 years. I couldn't figure out what was damaging my credit during that time but now I know. I would like to know why I received no notice before a collector was called in, and why 2 cable boxes cost 500 dollars.

  

  Business Response

  Date: 09/13/2023

  September 13, 2023
  Ref: ********
  *****************************
  Dear **************,
  
  We appreciate ****************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   After review of the account the unreturned equipment charges were removed from the account. Additionally, the account has been removed from external 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC

  Customer Answer

  Date: 09/14/2023

  [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:08/29/2023

  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 very unhappy with my installation and my service. The technician left long cables very disorganized and messy in the center of my living room I feel they should have been tied up and possibly stapled to the exterior dry wall. Also he was late to the appointment causing me to be late to my prior appointments. Overall very unsatisfied.

  

  Business Response

  Date: 09/07/2023

  September 7, 2023
  Ref: ********
  *******************************
  Dear **************,
  
  We appreciate ************** comments and concerns and sincerely apologize for any inconvenience that he has experienced.
   
   The customers concerns are being reviewed by our field team 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:08/18/2023

  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.

  I disconnected my service with Hotwire in late February 2022 due to a cross-country move in March 2022. I received an email in March 2023 stating I had a balance of $390.81 due to an unreturned equipment fee. When we vacated our townhome March 29, 2022, there was no equipment to be returned. I have spoken to 4 different customer service representatives who supposedly were handling this and doing an inventory search on the "missing" equipment. I have a chat transaction from April 3, 2023 where the rep stated they would be in touch with an update. Fast forward to August 18, 2023, I get an email stating that if I don't pay $390.81 by August 20 that I will be sent to collections. One of my MANY questions is why was I sent a bill ONE YEAR after I left the property?! What was happening in the 12 months prior to this? Why was I told by three different service reps, one in writing, that an inventory check was being performed when it was not? I spoke to a supervisor today who stated he would call me personally with an update within the week, but why did it have to get to this point when this is clearly an issue with Hotwire? Photos are attached for reference of the last paid bill, including how no bills were sent until March 2023, a year after our service had been disconnected.

  

  Business Response

  Date: 09/07/2023

  September 7, 2023
  Ref: ********
  ***************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   After review of the account the past due charges and the unreturned equipment charges have 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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC
  

• Initial Complaint

  Date:08/15/2023

  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.

  Hotwire has improperly charged for DVR services that were not ordered and there was no agreement to charge for the services. We are part of the Playa Vista homeowners association and the whole community is forced to pay services for their internet and cable services on or around October 2022, which coincides with when we first moved into the development. Hotwire has been billing for $143.22 for DVR services that were not ordered. We did not order these services and we confirmed with Hotwire on a number of occassions that we did not want services that were not already part of our homeowners association that are paid each month. We reached out on numerous occassions to have the billing reviewed by a manager and each time they said that it would be removed. This did not happen and Hotwire, without notice, shut off our cable and internet on two ocassions. Both of us work from home so we depend on the internet to maintain our jobs/livelihood. We ended up paying the balance with a convenience fee in order to stop them from wrongfully suspend our account. We feel that this is unfair and deceptive. They turn off services without notice and continue to be evasive each time we contact them as detailed in the email chain that is attached.

  

  Business Response

  Date: 08/28/2023

  August 28, 2023
  Ref:********
  *************************
  Dear **************,
  
  We appreciate **************** comments and concerns and sincerely apologize for any inconvenience that she has experienced.
   
   After review of the account the charges were removed and credited back to the customers Credit Card.
  
  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,
  
  ***************************
  Escalation Manager
  Hotwire Communications, LLC