Complaint Review: SureWest

PLEASE READ THOROUGHLY: There should be a way to rate it a 0… THey don't deserve a 1 star or even half star. They have the WORST customer service: can't answer your question or fix your problem and say they will call you or have a supervisor call you, yet they never do (I recorded 6 times this happened in the CONTRACT I had with them, and I only started writing these down after it happened twice…). They skyrocket your rate when your contract is up.

I was promised by the initial salesperson that I could call back in and get the new customer promotional discount if I signed another year…. Well, my contract ended. I was paying $91 per month with tax and my last two bills were $185; up almost $100. When I called in to get the new customer promotional discount, I realized after much talk that I was taken by the first sales person….

I was qualifying for the NEWER Existing customer discount as the discounts change from time to time so I qualified for whatever the current existing customer discounts were, which are new compared to the existing customer discounts 12 months ago… (which is why they could say NEW CUSTOMER discount, although it is a play on words). You will NOT get the discount brand new customers get. What an interesting way they twist words to get you to sign up in the first place.

Also, you are given a 30 day free grace period, but your contract starts the day it's installed, not after the 30 days. We had such issues in the first 30 days that they gave us 60 days "before locking into contract" so I thought the contract began after 60 days instead of beginning after 30 days. BOY WAS I WRONG!!!! Now I owe them $367 and some change.
Also, I have some crazy work hours and funny thing is they are never open when theres an issue. By the time I get home (usually after 8 or 9pm) they are closed in KC (although discussing with a-hole on phone earlier, he insisted they are open till 10…. Not when I've tried calling!!!!!).

But my internet constantly goes down late in the evening and DVR loves to disable itself and reboot (which takes 15 minutes to reboot up so you can finish watching the show that wasn't recorded so you miss it altogether!). I would call in to tech support and somehow they were rarely able to fix the problem (the problem is their service which just can't be fixed) and being told I'd receive a call the next day, I'd never get one… countless times….

Oh boy, I could go on about many more things, but right now I've got to figure out how I can maneuver things around financially so I can pay the extra $200 in fees from them. Looks like I'll be losing a few pounds as it will come out of my food budget cuz it's way too cold to turn off my heat………. ;) of course I'm being sarcastic but seriously, they have nothing good in my eyes, other than locking you into a contract and screwing you when your contract is up and DON'T care that you leave….. I don't know how they stay a company… oh yeah, I know, they've changed names several times!!! Everest to Surewest and now to CONSOLIDATED COMMUNICATIONS, and who knows how many other names before everest, i know there are some but can't remember…

Have fun at Consolidated Communication, cuz that's what you will have, consolidated (actually very few decent communications with them, aka CONSOLIDATED) Good Luck!!!!