Optimum — Attraction in Lake Havasu City

This review is about the company, not about one of their employees Pamela's service and I don't want her to get dinged when she helped.

For over two weeks, my attempts to cancel my service have been met with significant hurdles. I have endured multiple transfers between departments, only to be met with representatives who seemed indifferent to my situation. In some instances, calls were abruptly disconnected, not only during my conversations but also when their own colleagues, including a sales representative named Pamela from the Lake Havasu City location, attempted to assist me. This behavior is not only unprofessional, but it also reflects poorly on the overall integrity of your customer service practices.

Despite clearly communicating that I had secured a new internet provider, my requests to close my account were repeatedly ignored. It was only after I physically visited the Lake Havasu City store that I was finally able to get the help I needed from Pamela, who went above and beyond to assist me. Her kindness and patience were a stark contrast to the experiences I had over the phone, and I commend her for her efforts.

Additionally, it is worth noting that when Pamela tried to help us, we were still met with challenges, including them also hanging up on their own colleague during the call. That's when she had to get her supervisor who came to the rescue and was finally able to complete our request.

Besides the two reps in the store, this level of service is unacceptable, especially for customers who rely on consistent and reliable internet connectivity, particularly when working from home!

Never been treated so poorly in my life! I definitely do not recommend...

Here's my latest on the Optimum horror story: Months later, the thieves at Optimum are still stealing money from my account! After wasting countless hours trying to resolve this mess, I finally had to file a complaint with my credit union about their false charges. Not only have they wasted my time, but they continue to auto-deduct from my account without my closed account. My credit union can't stop it, and I'm beyond frustrated. Optimum’s utter lack of accountability and service is unacceptable.

It gets worse—Optimum wants me to pay for their mistakes while they figure this out, even after I just wasted over 3 hours dealing with their incompetence. If I don’t pay, they threaten to send it to collections, and I will NOT be responsible for any additional charges. Optimum doesn’t give refunds; they just keep your money! And to top it all off, they say not paying will affect my credit score. This is absolutely unacceptable! Now, I find myself having to waste even more of my time filing disputes against these bogus Optimum charges. How do we stop these thieves from trashing our lives? They are falsely charging me—it's totally against the law! They threaten me with collections if I don’t pay their inflated, inaccurate bills. Optimum refuses to take responsibility for their mistakes, and now I’m being coerced into paying to avoid having my credit trashed. This is unacceptable. Optimum is absolutely a...

I Have an ongoing problem with channels suddenly “not authorized” although they are. Couldn’t get any resolution with Optimum technical support so they scheduled a technician who showed up within an hour of my making the appointment. Doug The technician began a methodical assessment of the problem eliminating all possible issues that could cause problems. He then reached out to his technical support team who after additional troubleshooting could not identify the problem so in the end Doug was instructed to swap out the TiVo box. Doug put in the new box but it still didn’t fix the problem. It occurred to Doug to call his office and have another technician see if the office was having the same issue and sure enough his hunch was right so the problem turned out to be system wide. Doug called his boss who confirmed the problem and would notify the powers that be up the chain that there was a glitch in the matrix. Doug told me once it was figured out the channels should come back on. Doug programmed the new remote and was off to his next job. Doug is the best most polite most thorough and most knowledgeable technician I have dealt with in my 15 years with suddenlink now optimum. He didn’t quit on me or the problem until he was able to figure it out. This guy is a keeper Optimum. No more outside contractors please. This guy should be training all your technicians....