After leaving my home, I stopped using the service. I received a letter stating to pay off the last couple months and that I will no longer be charged any fees or cancellation charges. I paid the balance in full online via their website (www.tivo.com ). The balance stated zero.
A couple months later I received a collection notice stating I owe around $65 in cancellation charges. I never received a notice in the mail for this charge. I never received a phone call for this charge. I never received an e-mail for this charge.
The company directly sent me to a collection agency. My balance with TIVO clearly stated $0.00 and I owed nothing. After contacting customer service a couple times I was told two different stories, lied to, neglected, and treated improperly. TIVO stated that they do not mail letters to customers, ever. When in fact, I received two letters form them stating to pay for the months that I have not been home and that there would be no cancellation fees. Either I was lied to, or the supervisor I spoke with was under-educated about the company's policies.
The company neglect to inform me of any cancellation fees, let alone contact me to speak about them. I do not feel I should be responsible for something that I did not receive notice of. Let alone a charge that was promised, in writing, that I will not have to face.
I have been a long time TIVO customer and was planning to purchase new units for a home I recently bought, but after this kind of customer service I received I am re-thinking my future plans.