- Report: #1488450
Complaint Review: WOW - Englewood Colorado
Reported By:
Consumer Warrior -
Troy, Michigan, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
WOW
7887 East Belleview Avenue, Suite 1000 Englewood, 80111 Colorado, United States
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
WOW WideOpen West Finance LLC Wide Open West Bill $50 truck roll fees for a problem they created Englewood Colorado
In October 2019, my WOW Internet service was working fine on Tuesday, but when I came home from work on Wednesday, no Internet service. I called Tech Support and they immediately said "You're modem is bad, buy a new one." I doubted that as it was only 4 years old and DOCSIS 3 and they added "That's an old modem; buy a new one."
After buying a new modem and still not getting Internet service the next day, they agreed to send a Tech out the next day, Friday. The Tech arrived and sure enough, no Internet signal coming from the pole. He climbed up the pole and told me a technician had disconnected my connection.
WOW never notified me they would be doing this and I'm on auto-pay, so I'm not behind with payments. He strung a new cable, but told me that they have to charge me a $50 truck roll fee or make me sign up for their protection plan. They plan didn't make financial sense and he said I could call customer service and get the truck roll fee waived, which I did - but it took more than 35 minutes of arguing about it on the phone.
Here's what I should have done and will do in the future for any ISP - while the Tech is still present, don't sign any papers (so he can't leave) and call Customer Service right in front of him. The Tech would have to burn another 30-60 minutes.
In my most recent WOW billing stmt, they have billed me more than 2X my monthly rate, so I'm disputing this charge with the credit card company. WOW gave no explanation on how they arrived at the billing figure.
I sent a certified letter to the CEO with my demand for how I should be compensated for buying a modem I didn't need, spending all this time and travel, writing letter. I simply want the special offer they made to non-WOW customers. I set a deadline of Decemer 12 before I take action, but I currently reviewing attorneys to sue WideOpen West Finance LLC.
1 Updates & Rebuttals
Consumer Warrior
Troy,Michigan,
United States
They get you in a pickle
#2Author of original report
Sat, December 07, 2019
I forgot to mention that when I called Customer Service the next morning, they told me that the $50 truck roll charge is at the discretion of the Technician!
See what they did? The Tech says "I'll bill you, but call customer service and they can remove it" Customer Support says "If they didn't think it was your fault, they wouldn't have billed you." That's why you should never allow the Tech to leave until after you've called customer support and got the fee waived, although I don't know if it would be in their system yet.
ISP's need to be regulated much more than they are today.
