• Report: #830222

Complaint Review: TiVo, inc.

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  • Submitted: Sat, January 28, 2012
  • Updated: Sun, January 29, 2012

  • Reported By: Ladyspires — Bristol Rhode Island United States of America
TiVo, inc.
2160 gold street Alviso, California United States of America

TiVo, inc. TiVo TiVo steals money and supervisors lie and refuse to give it back! Alviso, California

*Author of original report: It is about principle

*Consumer Comment: I suspect this won't be the last time you're ripped off in this manner.

*Author of original report: Oh please

*Consumer Comment: What?

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TiVo is a scam. Called to cancel my service and then following my account for a few months and everything was fine. Then they started charging my account $12.95 with out my knowledge and they owe my 18 months of credit. Called in again to make sure my account stays disconnected and the conversation escalated to two supervisions where neither would give me my money back. The first supervision was rude and first claimed that I didn't actually want to cancel the service but that I was thinking about upgrading. He kept lying during the conversation saying he could only give me 90 days worth of credit just like the agents and then later saying he could only give me 6 months proving he had the ability to an extent to give more than the 90 days he initially claimed. He then said he would have an executive call back would give me my money back after I pointed out how he could be so easy to promise that and end the call when he didn't have any of my new info and all my info on the account was old so the executive had no way to contact me. He said they would call me tomorrow on a Sunday when e then said executives are only available Monday through Fridays. They could see that I haven't used the device in 18 months when I initially called to disconnect my service and the supervisor employee 36696 Aaron wanted to pull up the call from that day to analyze it with me in order to determine if I would get even any credit back. They acknowledged that other people have done through the same thing and the same customer service. They stole over $200 from me and know it but are fightinh against doing so.

This report was posted on Ripoff Report on 01/28/2012 12:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/TiVo-inc/Alviso-California-95002/TiVo-inc-TiVo-TiVo-steals-money-and-supervisors-lie-and-refuse-to-give-it-back-Alviso-830222. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
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#1 Author of original report

It is about principle

AUTHOR: Ladyspires - (United States of America)

None of that is important and this is the first time this happened and the last. This is about principal and their horrible customer service and lies. They admitted that when people call in to cancel the service that the agent tries to sell them the world to change the customers mind and when the customers say no which they do TiVo cancels the service for 3 months and then starts charging again and acknowledge that even if the device isn't being used they charge. More importantly don't give a customer the runaround, keep putting them on hold in order to get out of it, and continue to lie and accuse the customer and again not really wanting to cancel. This company is a scam and their policies and service need to change as I previously stated. Their supervisors barely have more authority than their agents and are unable to make decisions or solve issues do their answer is only an executive can fix things which they are only available mon-fri after the supervisor said I would be called by them on a Sunday. They are a scam.
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#2 Consumer Comment

I suspect this won't be the last time you're ripped off in this manner.

AUTHOR: Ken - (USA)

Robert was trying to tell you that you need to check your finances more closely and I would hazard a guess that he didn't get through to you. I'm guessing he wasted his time posting his Rebuttal.

I hope TiVo stays with their first offer.  They may have been at fault for billing, but YOU were very negligent in letting this go for 18 months and yes I read your EXCUSE for why you didn't notice it.....lame.
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#3 Author of original report

Oh please

AUTHOR: Ladyspires - (United States of America)

What I am entitled to is all the money they charged me without my knowledge and after I called it canceling the service. I noticed it now because of tax time and reviewing all my bank statements. I check the account at the end of every month and the account was being changed conveniently on the 20th of every month that I found out. Paying bills all around the same time every month and where some of those bills had additional fees unfortunately the $12.95 was not noticeable. I am not rolling in money and other people have stuffed through this if not even a longer period of time. The worst part in all of this was the customer service. He was doing everything he could to see that a didn't get anything back and the longer the conversation went on then the supervision kept changing his mind and would put me on hold constantly for no reason and give me the runaround. It was a horrible experience and a complete waste of time. This business is horrible with their product and especially their service and need to change their policies but more importantly change their approach to customer service. I have read many report with similar situations happening and TiVo is rated one of the worst in customer service. It is a complete scam and if someone hasn't had a bad experience with their product now or service then it is just a matter of time before they have a major problem and are faced with the same thing.
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#4 Consumer Comment

What?

AUTHOR: Robert - (U.S.A.)

Then they started charging my account $12.95 with out my knowledge and they owe my 18 months of credit
- Please explain how exactly they could charge your account for a year and a half WITHOUT you knowing about it?    You obviously have so much money coming out of your ears that $12.95 was nothing so you ignored it.  Or you just don't care enough to actually take responsibility over your account.

Now, I am NOT saying that they were right in what they did.  Short of you being dead, in the hospital or jail for 18 months, there is NO excuse to where YOU would let this go on for this long.  You should have taken the 6 months because that is about tripled what you are actually entitled to, because you have to dispute invalid charges on your Credit Card within 60 days.

I would suggest you take a look at all of your accounts for the last couple of years to make sure that no other company charged things without you knowing.
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