Jose Hubbard sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
Mr. Rutledge,
We are a new customer to Charter. I wish I had pleasant words to say about the installation, unfortunately I do not. First, the sales rep misrepresented your product. He said we would get coaxin fiber and that would make our internet speed faster than ATT Uverse. On January 14th I called to complain about the poor speed, dangling cables and the cable box left exposure. My call to your service department on January 14th seemed pleasant at first. I spoke with Matt at 9:01am. He set me up with a technician to visit our house to correct the issues I brought up. Appt for technician Jan 14th between 3 -4:00pm. He then transferred me to Victoria at 9:17am, internet dept. She tried to help us but could not resolved the network issue. She said, since the tech is coming to your house today (Jan 14th) at 3:00pm he will resolve it. I then received a call from Patrick (Spectrum damage claims) at 11:15am. He said the technician would be at our house Jan 14th at 3:00pm. No tech showed up - no tech or Spectrum personnel called. I called Spectrum and talked to Cusey at 4:03pm. She said the call was an all day appointment. I then talked to her lead, Kaytlyn 4:08pm (she was very rude) and was unable to resolve or tell me why Spectrum cancelled the appointment without calling the customer (us). I then talked to her manager, Johnston. He set up another service appointment for today. I also asked him to speak with his manager. He assured me either Jesse, Janette or Laura would contact me. We have the technicians at our house right now.
We want what we were promised when we signed up. So far, our experience with Charter has been a nightmare. Please help us! We are a senior couple looking for your assistance.
Jose Debbie Hubbard
