Spectrum Store — Local services in Florence

Terrible service, and terrible customer service over the phone. We requested a simple WiFi hookup for our new home. We specifically stated “we only want WiFi, but we were unknowingly setup with other services also. We were then told we were to receive 2 months free. You guessed it by now, no doubt. We received one bill for $112.00, which we questioned but paid. And, even after calling customer service, we received another bill for an additional $112.00. During the next call to customer service we were placed on hold, and we were left on hold for the duration of our dinner and even longer. Finally we hung up because it seemed obvious that no one was coming back on the line. We called a different provider and had service set up the following Monday. Then we went to the spectrum store in Florence to request a refund and cancellation of the second bill. We also returned the modem and other equipment provided. We made sure to request a receipt so not to be accused, later, for not having returned the equipment (happed before, and even with the receipt it was a three year nightmare getting the charges and threatening calls stopped). There, we were treated with disregard, telling us to contact customer service by phone. Finally, after requesting to talk with a manager, (and requiring an argument to do this), a manager came to the front desk. Without introducing himself, as soon as we stated our business, he said we would have to contact customer service via phone. The initial employee was being very sticky, and he wouldn’t leave the conversation. I asked the manager to use their phone for calling customer service, and I explained that we had tried this already from our phones. The other “sticky” employee told us “No, use your cellphone!”. I again asked the manager to use their phone. “Sticky” interjected again, asking why we couldn’t use our cellphone, and he even asked for my phone so he could dial the number. Anyhow, it was an ugly customer service experience. The manager did dial customer service and handed over the phone. While waiting to connect to customer care, the manager did the “impossible”, refunded the previous bill and left a credit on our account to make up the difference. (Hmmmmm 🤔, that was easy enough!) He told us to hang up, but I suggested we get this clarification from customer service too. Customer service gave us a number to identify the refund. Then she said we needed to call again in 4 or 5 days to request the refund for the credit. Probably needless to say, but I objected to doing that. I wanted everything handled today. I don’t have time to keep communicating with spectrum. She was able to process everything. She gave another number for identifying the refund. It’s ridiculous that spectrum treats customers this way. I suppose it’s because they can. ...

I just returned my equipment and canceled service after being a loyal Spectrum customer for 10 + years. Over the past 6 months, the service at our house, as well as our area, has been terrible. The customer service has been non-existent. Service calls have been a waste. I returned the equipment to the Florence store yesterday and disconnected my service. The "customer service rep," which struggle to even refer to him under that title, was extremely rude. Raymond Wisecarver I requested help getting the equipment back in the store, and he refused and said I have to bring it in. The equipment was heavy, and 1 am a 70 year old woman with physical health issues. I managed to get it inside the door. He stood like an armed guard in a prison at the back counter inside the store and yelled to me that I needed to take it to them. The man was stone faced, never greeted me upon my initial entry into the store, and had an angry tone to his voice the entire time. I told him I could not carry it to the back of the store. After a standoff, waiting for help, he came and got it. When I told him I was disconnecting my service, there was no attempt to change my mind, no apologies, nothing. He did ask me why, only because he had to put a reason in the computer. I told him terrible service. I asked for a receipt confirming receipt of the equipment and disconnection, and he told me they do not print out receipts. I would get an email confirmation. I have not received the confirmation or any communication from Spectrum. I looked at my account online and saw it was disconnected. He told me I would get a refund check in the mail but did not give me a time range of when I would receive it. This man's lack of customer service attitude and rudeness is indicative of the customer service I have received from Spectrum and further confirmed I made the best decision by canceling my service. I recommend you it only give customer service training to Raymond Wisecarver, but the rest of your...

If it was possible to give ZERO stars I certainly would. My wife drove 45 minutes to this location to return equipment and cancel one of our services that we were paying $92/month for and no longer needed. We also have another account that we now pay $241/month for and she wanted to see if there was a way to reduce the bill. We were told from calling into Spectrum we had to deal with the local store for any promotions, etc. - got there, returned equipment- the gal that was waiting on us was new and asked for help a couple of times which we understand. Explained that we only watch local and a few other stations and needed to reduce our bill. She called the manager over for help after he announced he needed an employee(s) to help and go pick up lunch (sorry to disturb you for a customer). After IVAN came over he acted like he could care less whether he retained us as a customer and said they only are a retail store and do nothing with promotions, etc. I asked what tier certain stations were in and nobody was able to tell me. Went on to tell me their lists were outdated, etc. He advised he didn't handle our service in our area. I explained we were told to come there....he said I'm not sure why and I asked who did take care of "our area"....not sure! I advised him after failed attempts to answer any questions I had that I would remember his name and that I thought I would just cancel the service all together. He said, "do what you have to do" and "you do that" for remembering his name. After calling back into Spectrum this morning I FINALLY got to a smart "company oriented person" that wished to "retain" their loyal paying customers. He advised that I should of/could have been helped at "Ivan's store". Come on Spectrum......step up your game for sure! Very unprofessional experience at...