Where to begin? Their customer service, online chat support to be exact, is great. However, I don’t understand why their 1-888 number redirects your calls to various call centers around the nation. I hate driving to their local office but usually end up doing so because they don’t have a direct local number–you call the local number and still get redirected to their call centers. Hmm I wonder why? Maybe because they’d be receiving A LOT of complaints every day and don’t want to deal with it. Probably.

I’ve had multiple instances where my bill will fluctuate and for the most part fluctuate by my monthly payment increasing when I change ABSOLUTELY NOTHING with my account (for example ordering PPV or movies). I’ve had my bill increase to find out that The Movie Channel and HBO were added on to my account when I never added those in the first place. What did I have to do? I couldn’t remove those channels until the upcoming month’s cycle was over or I’d lose my promotional package that I signed up for. That’s some B.S.. Way to skim your customer’s pockets Charter. And get this. I moved to another apartment this summer and Charter screwed up once again. A service technician came out to hook our service back up and all that great stuff. He forgot to bring the HD boxes we were charged for. I called Charter to set up another appointment and what do does Charter do? They send out another guy who brings one HD box, but forgets the second HD box that I was also charged for. So I had to waste my time calling them again. It took them THREE times to get it right. I thought everything was swell and dandy at that point because I finally got the service I ordered. But wait, there’s more! I received my bill and noticed that Charter charged me THREE times for a service fee of $39.99 (I forgot the exact price it was somewhere around that amount) when it was their screw up. Fortunately, I got two of those fees removed after having to go to their local office and arguing with their front desk employees on three different occasions–what a waste of my time and life.

What I’ve noticed at the local Charter office is that EVERY time I go there there’s a line of people. I’m bored waiting in line half the time so I listen in on their conversations. These people aren’t there to commend Charter for such a great job, to give them a high five, or a big bear hug. These people are complaining about the service they’re receiving, complaining about their monthly statements, and complaining about being told one thing, either on the phone or by a technician, and that certain thing not being done.

So as mentioned above, how the is Charter still in good standing and accredited by the BBB? For some reason the BBB website won’t load for Charter in the 93405 (zip) area so we’ll look at their national statistics. Lets take a look at their statistics.

BBB processed a total of 6930 complaints about this company in the last 36 months, our standard reporting period. Of the total of 6930 complaints closed in 36 months, 2581 were closed in the last year.

BBB Rating: A (<---------- WTF!?!? You have to be kidding...)

Issues Not Defined: 160
Advertising Issues: 207
Billing or Collection Issues: 2,915
Contract Issues: 179
Customer Service Issues: 963
Delivery Issues: 39
Guarantee or Warranty Issues: 3
Product Issues: 97
Refund or Exchange Issues: 448
Repair Issues: 285
Sales Practice Issues: 269
Service Issues: 1,365

These Complains Were Close As:
Resolved: 5,699
Administratively Closed: 1,231

Enough with statistics. Am I the only one out there who hates Charter’s guts? Some of you may think so, but that’s alright by me. Here’s some other disgruntled customers! Have you ever heard of the Ripoff Report? Check these stories out!

Ripoff Report Charter Communications (Link)

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