Complaint Review: Thornton Cable
Thornton Cable, cableboxandmodem.com Doesn't deliver part of order, delivers products that don't work, doesn't honor guarantee Thornton Colorado
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I would like to file a complaint against Thornton Cable (DBA cableboxandmodem.com), 871 Thornton Pkwy, Thornton, CO 90221. On 5/7/2017, at Jay's recommendation I ordered three cable TV DVR tuners (one Motorola DCX3400 and 2 Cisco 8742HDCs for $410, $5 for handling and $35 shipping. They only accept payment by check even though the web site says they accept plastic as well, so I paid by check by phone. I was told that the order would ship in 7 to 10 days. I sent an e-mail requesting the shipment status on 5/16/2017 and never got a response. So on 5/17 I placed a call to them and got the receptionist who couldn't help and she took a message. I got no return phone call. On 5/19/2017 I received notification from UPS that Thornton Cable had made a shipment. The package was delivered on 5/24/2017, but it only contained the Motorola DCX3400 unit. On 5/25/2017 I called multiple times to check the status of the remainder of the order and again I only got the receptionist who could only take a message. I left a message for Jay asking what the status was and that if I couldn't get resolution I would contact the police. He called back later that day and said that his supplier hadn't shipped the units to him and that they would ship to me by early the week of 5/29/2017. Unfortunately I was busy and didn't get to follow up with him until yesterday.
I sent another e-mail 6/6/2017 and followed up with a phone call 6/7/2017. The phone call went to voice mail and he didn't follow up on either one. I had Metrocast cable installed to my house on Friday, 6/9/2017 and the installer attempted to install the Motorola unit I received but was not successful even after talking to his technical support people. The installer indicated that the unit might not be functioning correctly. I called Jay again and left a phone message and he returned my call on Friday, 6/9/2017, but I was at a grandchild's graduation so didn't get the message until later that night. I called him back that evening and on Saturday, 6/10/2017, and left messages both times. On Monday, 6/12/2017, I called again and the receptionist took a message. He returned my call on 6/12/2017at 15:25 and I told him that the Motorola box could not be connected and also asked what the status on the Cisco boxes was. He wanted me to go back to the cable company and get another cable card and try again to connect the box. It ends up that he shipped the Motorola unit for Comcast and it will not work on Metrocast. I informed him in my original email that I was on Metrocast for the Motorola and Spectrum for the Cisco units. I told him that I wanted to return the Motorola Box to him and to cancel the order and get my money back. He said that after we got the Motorola working he would immediately ship the Cisco boxes.
Again I reiterated that I wanted to return, cancel and get my money back based on his money back guarantee shown here as copied from the web page. "MONEY BACK GUARANTEE (please read paragraph below):All cable converter/descrambler boxes (retail/refurb) carry a money back guarantee. If for any reason you are not satisfied with the digital converter you have purchased, just email us to obtain a return authorization number and we can either repair or exchange the cable converter box or issue a refund. All digital cable converters returned for refund must be postmarked within 30 days from the date of the invoice. We are not responsible for items returned to us that are lost or damaged in the shipping process. Therefore all returns should be sent with the appropriate insurance. Return shipping and handling charges are non-refundable. Please allow up to 1 week from the date we receive your return to process of all refunds. However, our actual shipping and handling fees are non-refundable. Shipping and handling fees are actual costs and are not refundable. Any digital cable converter returned for replacement must be received before any digital cable converter can be shipped. After we receive the digital cable converter the replacement will be sent out within 2-5 business days ( subject to availability ). All exchanges are sent ground unless otherwise specified. Allow 2-5 days for shipping replacements. Any unauthorized use, tampering, either internal or external, will void all warranties associated with the purchase of your digital cable converter." Jay became very attacking and yelled at me and would not let me talk. I ultimately got no satisfaction from him and hung up.
To date, 7/3/2017 I have neither received the unshipped units, gotten an RMA number or gotten any of my money back. It's all a sham.
Prior to ordering I had check for feedback on cableboxandmodem.com and could only find one negative comment and it was later withdrawn since Jay rectified the problem. As a result I felt OK about the terms even tough in my gut I suspected a rat. After I got the notification from UPS that the package was coming from Thornton Cable, I checked for feedback on Thornton Cable and there is a ton of negative feedback on the official company name. In checking the address, I found a company, OPUS, that leases virtual offices for $99 per month and provide phone receptionist and other amenities, but not actual office space. There is a UPS shipping store at the same address. I do not know the owner's name other than Jay. It also appears that Jay has changed the company name a couple of times to try to stay ahead of the negative feed back.
This report was posted on Ripoff Report on 07/03/2017 08:13 AM and is a permanent record located here: https://www.ripoffreport.com/reports/thornton-cable/thornton-colorado-80221/thornton-cable-cableboxandmodemcom-doesnt-deliver-part-of-order-delivers-products-tha-1382819. 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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