Cable TVs
Adams Cable ServiceThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/27/2025
Type:Customer Service IssuesStatus: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.
In July 2019, I contracted with Adams Cable Service for home internet and wifi. In 2022, I was notified that Adams Cable will remove copper cables and replace with fiberoptic cables and the community project would take approximately 2 years, first at the street level and second from the street to the home. The fiberoptic cables will provide higher speeds and more reliable connectivity when installed. On October 18, 2023, I received a customer ********************** notice that the project is now at the 'Fiber-to-the-Home' step and that I would soon be notified when the home roll-out (****) will occur. On June 6, 2024, I received a notice of acquisition of Adams Cable by ******************************* and that this would ensure completion of the fiberoptic to home (****) . I contacted by phone customer support and asked how much longer it would be to have the fiberoptic cable installed at the home level and they were not sure when, but that I would be notified by them when it was due to be ************ of today January 2025, the **** fiberoptic to home has still not been installed and I have not received any notification of when it will be . The technicians on the street stated that no 'fiber drops' have been installed on my street. The Adams Cable office continues to deny this - see customer ********************** letter attached.Resolution desired: I would like the **** installed immediately and I would like more professional documentation and notification from Adams Cable office regarding the matter. Please finish the Job!Business Response
Date: 02/05/2025
We would like to take this opportunity to state that all residents in the ******* **** Gardiners home location) have the ability to connect to our fiber to The Home network. Postcards were mailed to all Hideout residents through out the year 2024. While we were unable to reach Ms. ******** by phone we were finally successful reaching her by email. She has been scheduled to have the fiber installed on Monday February 17, 2025.Business Response
Date: 02/18/2025
Due to the inclement weather and my concerns for the safety of the technicians that have to hang the fiberoptic line from the street to the home, I sent the below email to Adams Cable this morning. They did respond and I am yet to receive a new date for FTTH for next week.
As far as the last response from Adams Cable regarding the phone number, I explained to them that I have tried to update my online profile with my home phone number but no field is available to add the home phone number to the online account holders profile. In the past, they have never called me on the phone and all messages have been by email or **** mail, so I was unaware that they had tried to call me, as I have not received any such message from them.
(As a side note, there is no cell tower within 3 miles of the community where I live and that is why I have been eagerly waiting for the fiberoptic line so that I can get the digital phone installed. The closest cell tower is 12 or so miles away in *************************).
The email that I did receive from Adams Cable regarding my current internet service (attached) is erroneous as it documents that I have 100 Mb of FTTH: attached and note this is incorrect. I only have 50 Mb of standard internet currently. So there is still a serious miscommunication among the departments at Adams Cable regarding my account. ********* has confirmed that I do not have 100 Mb FTTH added.
I think progress is being made but the resolution has not occurred yet.
Customer Answer
Date: 02/26/2025
[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:12/19/2023
Type:Billing IssuesStatus: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 got phone service through them also Wi-Fi I get paid once a month they added hidden fees when my bill is only $80.00 dollars a month I think it is wrong they shut off my phone due to them adding stuff to my bill when the bill is only $80.00 it is sad to take advantage of a disabled person and trying to add money to earn moneyBusiness Response
Date: 01/10/2024
January 10, 2024
This customer was installed on 10/13/22 with Digital Phone, 25mb Internet and Adams Smart Wifi. The work order total was as follows:
Digital Phone for 10/12-10/31 $24.81 ($21.45 +$3.36 Taxes and phone fees)
25MB Internet for 10/12-10/31 $21.45
Adams Smart Wifi for 10/12-10/31 $5.52
Phone # Activation Fee 10/12-10/31 $9.99 = $61.77
Internet and Phone Discount -$12.26
Total Due on day of Install $49.51
The customer paid $50 with a personal check. On 10/16/22 the check was returned to us “not paid” by her bank due to “closed account”. Consequently the customer’s internet account was also assessed a $25 ret’d check fee.
No payments were made in November or December nor for the returned check amount.
In December the customer was billed $65.03 for Dec plus $65.03 carried over from Nov plus the $49.51 for the install for which that check was returned unpd and the ret’d check fee of $25.
On 12/15/23 we received a message in our ticket system regarding additional charges on her bill that she claimed she was being overcharged. I called the customer and asked her what charges she was referring to and I was told billing charges. I started to state I’d be happy to review the account charges with her and she hung up on me. I tried to call back and no one picked up so I left a voicemail with my number and extension to call me back. I never received a call back. There are no “hidden fees” as she states.
Because the account had no payments applied since the install, the account was in arrears. A courtesy call was made at 4:55pm on 12/14 to remind her to make a payment to avoid a service interruption. On 12/18 the equipment was disabled to prompt her to call the office. She did call on 12/26 to make a payment but the card information she gave was declined. The CSR tried to get her to confirm the info was correct and the customer hung up.
Because no payment was received on the account the service was finally disconnected outside at the pole on 12/28. We have had no further contact with the customer. I have tried several times to call the customer but the message I get when I call her number (###-###-####) states “the number you are trying to call is not reachable”.
Her service will be restored once she pays what is owed. Since the service was physically disconnected the prorated charges were removed and the account balance due to restore service is $179.73 plus a $50 fee to roll the truck to reconnect the service.
***** ******
Customer Service ManagerInitial Complaint
Date:12/03/2023
Type:Service or Repair IssuesStatus: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.
Adams cable internet service is consistently losing signal and not coming back on for days. They have been contacted many of times and say nothing is wrong. The problem is in my area ***** they are the only provider so they really dont care about the customers. I have been paying for my internet service for 9 years and it is consistently a problem that keeps. on happening. I asked for a new modem/router and they said mine is fine. Something is wrong with their system.Business Response
Date: 12/06/2023
I apologize however I am not able to find an account in our database using the customer's phone number or e-mail address. We have several active accounts in our database using the name ********************* or *************************; however I cannot confirm which account we are referring to. It would be helpful if I have an address to locate the customer's account. Once I am able to bring up the account in our database and review the service call history and notes on the account, I will be able to respond appropriately and accordingly.
Thank you.
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