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Report: #1305704

Complaint Review: AT&T Uverse - Nationwide

  • Submitted:
  • Updated:
  • Reported By: RSMMomandLawyer — Rancho Santa Margarita California USA
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  • AT&T Uverse Nationwide USA

AT&T Uverse AT&T Lied, Ridiculed, No-showed for Appointments, Failed to Install, False Advertising, False Promises, Fabrications, Unjustified Charges, Lack of Customer Care, No Regard for Customers Rancho Santa Margarita Nationwide

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 We were customers of AT&T Uverse for home phone, high speed Internet and digital cable television. We were preparing to move to a new home in Rancho Santa Margarita and contacted AT&T Uverse about getting services installed there. I made an appointment for Friday, May 13th between 9am and 11am. That was the day of our move so I rented a car to be there while my husband stayed behind to help the movers and oversee the move generally. I received an email confirming the install appointment 2 days before the fact and everything seemed fine. I got there at 8:30 am on the 13th and began waiting. At 10:30 am when nobody had come or called, I contacted AT&T Uverse to find out the status. At that

time, the rep said my appointment had been mysteriously "unscheduled" and was set for install on December 1st, 2016, 7 months away! I went through the rounds with this rep, explaining I had obviously not rescheduled for 7 months away, had an email confirmation, had an order number, etc, and she said she couldn't get anyone out until 5 days later on the 18th. Not okay. I work as an attorney from home and absolutely have to have the phone and internet. I also have a young daughter who will be very upset without anything to watch while we're moving. I got hung up on and had to call back. I got transferred to 3 differentdepartments and disconnected again. I had to call back, each time having to explain what

was going on and each time getting nowhere, no sympathy, no willingness to help, and overall caulous disregard. I finally got transferred to a supervisor, Ginger, who actually laughed at me several times. I repeatedly asked her to stop because it's rude and condascending, but she could not care less. She did absolutely nothing to help and after an hour I hung up, hoping someone else would be more professional and willing to help. I had no explanation provided as to why they "unscheduled" my appointment in the first place. I contacted Direct TV, as that is who would be providing the TV portion in the new house, but through AT&T. Direct TV was incredibly nice, apologetic and tried very much to help. Eventually they

got me in touch with a department at AT&T called Single Dispatch. There, I spoke to another supervisor and got an appointment for the followING morning between 9&11am. In total, I spent 3 hours on the phone to get there. The next day, I called when nobody had shown or called by 10am. The rep said they would be there, guaranteed, no later than noon. 1:30pm rolls around and still no call and no show. I call again. They say they'll be there between 2:00 and 2:05, sorry they're busy and running behind, etc. Fine. So long as they get there that day, I'm fine. 3:00 rolls around and still no call, no show. I call again. This time it takes 3 people to even find my order. When they do, they tell me there are

notes on my account saying I lost my appointment the day before because I wasn't home when the tech came. What??? No! I was there, waiting by the door, the entire day and nobody came. Moreover, nobody mentioned that during the 3 HOURS I was on the phone with them the day before. I ask who said that and they said it was an "incomplete" report so they didn't know. After a bit, they seemingly gave up on that nonsense and went back to saying the install tech was just running late. I waited on hold for nearly an hour while the supervisor contacted the "National Dispatch Center" so she could be 100% sure she got me the most accurate info. Finally, she said the tech was in my area and absolutely would be

there that day no matter what. She couldn't say when, but she promised over and over the tech would be arriving that day for certain. 5:30pm and still nobody. I call AGAIN and the rep says the tech came but nobody answered. What?!?! NO. We've been sitting within 5 feet of our front door every minute of the entire day. Between my husband and I, we literally have not missed a minute. I ask who came and when, explaining I call BS due to the circumstances. Then, without reason, the rep just abandons the whole idea after putting me on hold. It was as if she never said it. She had an entirely new fabrication to tell me when she came back on the phone. Now, the rep tells me there is an outage in the area

such that they won't be coming that day. They have to repair a line near my home but she promised, they will come the next day between 8am and 8pm. The tech will call me a half hour before so I don't have to wait at home all day. Why hasn't anyone ever mentioned this supposed outage during the previous calls I made that day?? She has no explanation and doesn't care one bit about what I've been through all day or the day before. The utter lack of care, surprise, concern of any kind from all the reps I dealt with was truly astonishing. I spoke of finding a new company. Go for it, is their response. They don't care what they've done, what agreement they breached, whether they keep you as a customer -

nothing matters one bit. I tried other companies already. None could get there sooner than 3 days. So, I felt very stuck. I agreed to the next day because I had no real choice but to do so. Today is that day. When 2:30 came around without hearing anything, we decided we better call and see what's going on. I contacted the company to find out they never do installs on Sunday and I don't have an appointment scheduled at all!! I ask what happened to the story about the outage and the promise of coming today, noting that I have names, confirmation numbers, emails, case numbers, order numbers - she does not care one bit. Her response is simply it's not happening and when do you want the install?? Are you kidding

me??? Three days straight we wait around and they had no I tent to come on any of them!! Why did they literally make stuff up?? Why promise they're coming so many times like that?? Why assure me over and over they'll come today, Sunday, after the purported outage is fixed?? There is no outage, this tech says. I get another manager. They won't budge. The soonest they'll come now is Wednesday, the 18th, which is 3 days away and 5 days after my original appointment. I was so upset this time, I actually cried. I called Cox Communications and scheduled an install with them on the 18th, with hopes of getting a sooner appointment once I can talk to customer service tomorrow. Needless to say, we canceled with AT&T and will NEVER do business with them again.

This report was posted on Ripoff Report on 05/15/2016 03:33 PM and is a permanent record located here: https://www.ripoffreport.com/reports/att-uverse/nationwide/att-uverse-att-lied-ridiculed-no-showed-for-appointments-failed-to-install-false-1305704. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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