COMPLAINT ACTIVITY REPORT Case # 1408335 Better Business Bureau Serving Eastern Missouri and Southern Illinois Consumer Info: Huston, Rob Business Info: Charter Communications Inc 12190 Wabasis Ave NE 12405 Powerscourt Dr Cedar Springs, MI 49319 Saint Louis, MO 63131-3673-616 954-3790 636 207-5100 Location Involved: (Same as above) Consumer's Original Complaint: Trying to order service - misinformation and misleading information - in person and via telephone. My order was first placed on Tuesday 6/29 via telephone. The lady who took the order indicated that since I was a bulk customer, some conversion of accounts was needed. I provided her with the name and email of the lady who took care of bulk accounts with Ferris State University. The lady who took the order indicated that she would call me by Wednesday. After having not heard from the original order taker, I called the Charter customer service number and learned that the order was never placed. I insisted on talking to a manager. A "manager" named Mark did not understand my frustration, but put me through the order process again. After placing my order for the second time, I conservatively estimate that I had been on the phone for over three hours... Most of which was on hold. On Friday 7/2, I went to the local Charter office in Greenville, Michigan. The fellow at the counter said that a van would be at my residence to remove a trap. As of 6p, there was never a Charter vehicle at the pedestal at the front of my home. I have pictures to prove that the grass and undergrowth have not been disturbed. I called the 888 customer service number to find a status. The customer service rep indicated that the van was at my house at 520p and removed the needed trap. Please remember, I have photos indicating that the pedestal was never touched or the grassy/weedy area surrounding it. A few minutes later, I called customer service to let them know a van was never here.instead of talking to a human, a recording told me that my install date is 7/4... Sunday and also Independance day. Please remember, the fellow at the office said the van would be here today and the lady on the phone said that the van was already here. The next person I spoke to indicated that there is no way to make a complaint and to get a reasonable managerial response. Her ID # is 13714 and her name was Lacy (from Minnesota). The technician who said he was here and wasn't is ID#3182. It has taken over four days to place and get a correct order that still is not installed.instead, I am given false information via telephone and in-person visit. My greatest concern is that now I will have a billing problem and no way to handle it in an equitable way. My only goal was to have TV and internet service.instead, I have been mislead and my time has been wasted. Please help by making this company respond to the public in an honest and ethical manner. Consumer's Desired Resolution: A correct and installed order and compensation for my lost time - ordering twice and follow-up calls and even a personal visit to their office (10 miles away). My time has been wasted and I have been mislead. BBB Processing 07/02 web BBB Complaint Received by BBB
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