Brighthouse Networks Florida customer service, deceitful advertising, Internet, Florida

I have never complained about a company. But, the service I have received in the last month has reached it to the point that I have decided to let others know what to expect from Bright house networks customer service.

I am a home office user and regularly work out of my home for the last three years I have been in the same residence and have subscribed to the bright house Business solutions bundle. Never had a problem until I recently moved.

Recently Due to my lease being up I needed to change residences, When I first called about my business package they said they could not transfer the service I have had for the past three years without canceling my account and reopening it. Thinking this is some kind of joke why would I have to change my business accounts to another one when in the last 3 years I have had the same service and switched it from residence to residence with no issues. There answer was simple..
Bright house dutifully explained that since we do not offer the business solutions price that you have had for the past three years we have to cancel and start you on a new order. Which was going to be far more expensive then it was previously talked about disappointment. so the rep suggested that if I do not mind not having a static IP address to switch to the residential service instead to save money in my business. He even sent me a coupon for a free month. Ok fine. So I canceled my bright outhouse business account not happy about it but they did not give me a choice unless I wanted to pay a lot more for it.

Bright house business account number# xxxxxxxxxxxxxxx6134

So, as a new residential customer I signed up for a bundle package for 109 a month that includes TV, and Internet. I told the rep I even received a coupon for a free month of service which they said I should give to the bright house tech when he does the install and they will credit my account. I scheduled installation for December 31st at the first available time of between 3-6 which is perfect because I only had one day to move and I would be at my new place all day anyway.
So, I am expecting the tech between 3-6 he calls about 4 oclock and says he will not be there until about 8 oclock at night. I said that is fine I just needed to get everything done that day since I do run a business form home. He calls me again about 6 says he is sorry and not able to make it and that I would need to call bright house back and reschedule for next week.

Not only is this completely unacceptable since I run a business he just did not want to further discuss this and hung up. I called bright house and there was nothing they could do to get someone out at the appointed time since it was assigned to a Knight Enterprises tech. The Knight enterprises main office called and offered to come out on weds 4 days offer my original scheduled time after I had already planned this two weeks ago. Long story short I got behind in my business because bright house could setup a new customers residential account on time or swap my business account. So, when the tech arrives I try to offer him the coupon and payment but he says he is not allowed to accept it even though bright house told me I should pay the tech for the months service and present the free months coupon to him. He told me I would need to go down to the local bright house location. Already frustrated with bright house, do to them not able to keep appointments I said fine.

I took my first payment and first free month of service down to the local payment area at
Largo
1176 East Bay Drive
Largo, FL 33770 (Pinellas)
 
I went in and presented my payment and coupon the guy behind the counter said that I did not have to pay for the first month sense I had the coupon. So he took the coupon and I asked him for a copy. He gave me the receipt for the payment as a credit and a copy of the original coupon and said I should see it on my next bill.

So, my bill comes thinking that my bill should be about 116.00 its a whopping 250 two full months of service plus 20 dollars in late fees. Well this must be a mistake so I contact customer service and they confirm that the coupon is on my account but they will not give me the credit that was due to me since it was the bright house locations problem. I said fine and went back to the same bright house location again to see if I can get it straightened out. They said no problem your account should be credited in the next couple of days. Well I call bright house again to see if the 1st month credit was applied and it was not. So I asked if they would apply he credit since I have already gone through this must frustration and I already was promised 3 times that it would be. But, no they are unable to apply the credit and tell me I have to go back down to the bright house location again and again get them to apply it.

Well, I am pretty upset now. The service I have received as a first time residential customer has been horrible. The promise of excellent customer service has fallen on a lot of deaf ears at bright house. But, I am glad that I have other options in my area in the way of knology, fios, and dish I do not have to stay. Even though I will send a copy of this letter to the BBB and consumer watch dog groups I just hope that this will help you better understand the frustrations that this has been a horrible experience an I just hope that none of your other business or residential clients ever have to go through this.
So to sum it up.
Bright house
1.       Does not keep posted scheduled appointments
2.       Does not keep word when credits are posted
3.       Does not honor advertised prices
4.       False promise from customer service.
Account # in question xxxxxxxxxxxx4694