Charter Cable’s Better Business Bureau profile

BBB claims all these complaints have been resolved but do the people making the complaints agree?

“BBB processed a total of 6384 complaints about this company in the last 36 months, our standard reporting period. Of the total of 6384 complaints closed in 36 months, 2793 were closed in the last year.
These complaints concerned :
155  regarding Issue Not Defined 
 
 
174  regarding Advertising Issues  BBB Definition:

Advertising  Issues – Claims alleging print or electronic media advertised claims or practices misrepresent the service or product offer.
  
 44 – Advertised price not honored
1 – Advertised product not available
5 – Advertised service not available
18 – Advertised terms not honored
8 – Advertisement did not disclose all conditions required to take advantage of an offer
4 – Advertisement misrepresented a product
16 – Advertisement misrepresented a service
14 – Bait & switch advertisement
5 – False or unsubstantiated claims in advertisement
59 – None of the Above – Advertising Complaint Issue
 
2692  regarding Billing or Collection Issues  BBB Definition:

Billing  or  Collection  Issues – Claim alleging billing errors, unauthorized charges, or questionable collection practices.
  
 1037 – Failure to correct billing errors
21 – Failure to provide itemized billing as requested
100 – Failure to substantiate charges
144 – Improper collection practices
1278 – None of the Above – Credit, Billing or Collection Complaint Issue
61 – Unauthorized bank debits
19 – Unauthorized credit card charges
 
154  regarding Contract Issues  BBB Definition:

Contract  Issues – Claim of alleged failure to honor contract or agreement, work performed without authorization, or invalid contract.
  
 55 – Failure to honor a contract or agreement
8 – Invalid or false contract
73 – None of the Above – Contract Complaint Issue
17 – Unauthorized changes to the contract or agreement
1 – Work performed outside the terms of the contract or agreement
 
954  regarding Customer Service Issues  BBB Definition:

Service  Issues – Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
  BBB Definition:

Customer  Service  Issues – Claims alleging unsatisfactory customer service, including personnel’s failure to provide assistance in a timely manner, failure to address or respond to customer dissatisfaction, unavailability for customer support, and/or inappropriate behavior or attitude exhibited by company staff.
  
 426 – Failure to provide promised assistance or support for products or services
82 – Failure to respond to phone calls or written requests for assistance or support
72 – Inappropriate behavior by customer service personnel
374 – None of the Above – Customer Service Complaint Issue
 
41  regarding Delivery Issues  BBB Definition:

Delivery  Issues – Claims alleging delayed delivery of ordered merchandise.
  
 1 – Delivery of unordered services
2 – Late delivery of products
2 – Late delivery of services
4 – Non-delivery of products
14 – Non-delivery of services
18 – None of the Above – Delivery Complaint Issue
 
3  regarding Guarantee or Warranty Issues  BBB Definition:

Guarantee  or  Warranty  Issues – Claims alleging failure to honor the terms regarding guarantees or warranties.
  
 1 – Failure to provide promised written warranty or guarantee
2 – None of the Above – Guarantee or Warranty Complaint Issue
 
86  regarding Product Issues  BBB Definition:

Product  Issues – Claim alleging a product does not meet the expectations of the complainant, including defective merchandise.
  
 26 – Defective, damaged, or incorrect product received
60 – None of the Above – Product Quality Complaint Issue
 
376  regarding Refund or Exchange Issues  BBB Definition:

Refund  or  Exchange  Issues – Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.
  
 122 – Failure to honor promised refunds, exchanges, or credit
83 – Failure to honor refund, exchange or credit policies
171 – None of the Above – Refund or Exchange Complaint Issue
 
282  regarding Repair Issues  BBB Definition:

Repair  Issues – Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, or inferior workmanship.
  
 88 – Delayed completion of repair
6 – Failure to honor a repair estimate or agreement
49 – Improper or inferior repair
126 – None of the Above – Repair Complaint Issue
13 – Repairs resulted in additional damage
 
222  regarding Sales Practice Issues  BBB Definition:

Sales  Practice  Issues – Claims of alleged sales presentations made in person or by telephone that contain misrepresentations of the product or service, high pressure sales practices, failure to disclose key conditions of the offer, and verbal representations not consistent with written contractual terms or agreements.
  
 84 – None of the Above – Sales Complaint Issue
41 – Sales presentation did not disclose complete pricing information
5 – Sales presentation did not disclose key conditions of the offer
8 – Sales presentation misrepresented the product
27 – Sales presentation misrepresented the service
10 – Sales presentation not consistent with advertisement
4 – Sales presentation not consistent with the written agreement
36 – Sales presentation used dishonest sales practices
7 – Sales presentation used high pressure methods
 
1245  regarding Service Issues  BBB Definition:

Service  Issues – Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.
  
 87 – Delayed completion of service
34 – Failure to honor service estimate or agreement
513 – Improper or inferior service
577 – None of the Above – Service Complaint Issue
27 – Services resulted in additional damage (exp. Damaged product during shipping)
7 – Unauthorized service
 
  
These complaints were closed as: 
5408  Resolved  BBB Definition:

Resolved – The company resolved the complaint issues.
 
  1486 –  Company resolved  BBB Definition:

resolved – The company resolved the complaint issues.
 the complaint issues. The consumer acknowledged acceptance to BBB.
 3904 –  Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
 12 –  Company resolved  BBB Definition:

resolved – The company resolved the complaint issues.
 the complaint issues, but not within BBB’s timeframe.
 2 –  Company offered a partial (less than 100%) settlement which the consumer accepted.
 4 –  Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to BBB.
 
976  Administratively Closed  BBB Definition:

Administratively  Closed – BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution ”

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