Spectrum Store — Local services in Lakeville

Corporate greed + customer service incompetence = $183.99

While out of town for work my smart home network went down. I didn't think anything of it because on a rare occasion this type of outage has occurred. However, after it was down for a couple of days, I began to worry since nothing on my home network was reporting in including things that do so through a corporate intermediary (Sense, LifX, etc).

When I called Spectrum, they said "Interference was coming from your address" and needs to be fixed. The ultimate truth was they had disconnected my internet physically at the terminal to my to precipitate a call for an upgraded modem under the pretense of “interference” even going so far as to say that the new modem would “fix the problem” and “we do not require you to be home for the service call.” After letting them know it was a bad policy to cut off service to a never-late-in-paying customer, they said they would send a technician out to restore service on the outside and all I would have to do is to self-install the modem for a $9.99 charge. They also said they would backdate the discounted rate to the date they elected to disconnect my paid service to “compensate you for your trouble.”

When I got home from my trip, there was a note on my door, “Sorry we missed you,” which went on to say they needed to look around my house for the “interference” and would have to come back. Nothing whatsoever had changed about my wiring – I was gone, no weather events occurred, no one was digging in or around my house. Yet, they had to search my house for the cause of the interference. My guess is that they don't like the fact that I filter all their served up ads with a Raspberry Pi running PiHole and wanted to shut it down.

I let them know I do not do business with companies that lie (about restoring service through an outside visit that doesn't require me to be present and about the backdating for service not provided, which they also did not do) and wanted to cancel my account and get a credit for the remaining paid-for but unusuable days in the month.

Instead, they created a new cycle start date, charged the former monthly fee, $65.99, and charged for a 4-year old modem the last installer said I owned and for a new, never used modem I will be returning. As you know, Spectrum (formerly Charter) does not provide service until you pay. Therefore, the service you are using today was paid for earlier. Instead of issuing a credit, they moved up the monthly billing date, kept the old charge ($65.99 not $45.99) and said, “Sir we are a monthly billing service. We do not bill in partial months.” Now they are trying to charge me for a month of service never provided and impossible to receive because they physically disconnected my service. The remaining $59.99 x 2 is for the old and new modem, which I will happily return.

If you have smooth, uninterrupted service, you may never know the horror show of incompetence and self-serving actions that I have been faced with. Know this – Spectrum will stop at nothing to serve their bottom line above any reasonable interaction you may attempt to make. If you have other options, take them. Also, during one of my calls, the “Customer Retention Specialist” or some such florid name said that if I were to have called every year when they bump up their rate from about $45 to $65 they are authorized to reduce the cost to the lower number for another year to keep you...

I recently had the unfortunate experience of visiting the Spectrum store in Lakeville, and I must say that my encounter with an employee named Dusty left me utterly appalled and deeply dissatisfied. The level of service I received was nothing short of abysmal, marked by Dusty's blatant unprofessionalism and complete disregard for customer satisfaction.

Upon entering the store, it was immediately apparent that Dusty was more interested in indulging in personal entertainment than attending to the needs of customers. Instead of being attentive and ready to assist, he was engrossed in playing games on his phone, seemingly oblivious to the fact that customers were waiting for assistance. The sheer audacity of prioritizing personal leisure over providing service is not only disrespectful but also indicative of a severe lack of professionalism.

Regrettably, Dusty's behavior did not improve when he finally acknowledged my presence. Rather than approaching the interaction with a sense of duty and willingness to assist, he exuded an air of annoyance and disinterest. It is unfathomable that an employee in a customer service role could display such disregard for the concerns and inquiries of customers. It is evident that Dusty lacked the basic courtesy and empathy required to create a positive and satisfactory customer experience.

To compound matters, when I requested to pay my bill with cash, Dusty displayed an astonishing level of apathy. He outright refused to accept my cash payment, citing his unwillingness to be bothered with counting money as his excuse. This response is not only unprofessional but also dismissive of the fact that customers should have the freedom to choose their preferred payment method. Dusty's lack of flexibility and refusal to accommodate a simple request further highlights his incompetence and disregard for customer satisfaction.

The level of unprofessionalism and lack of customer-centricity exhibited by Dusty at the Spectrum store in Lakeville is truly disheartening. It raises concerns about the overall service culture and management practices within the store. Customers should not have to endure such subpar treatment when seeking assistance or making payments. It is imperative that Spectrum takes immediate action to address these issues and ensure that their employees are trained to prioritize professionalism and customer satisfaction.

I strongly caution anyone considering a visit to the Spectrum store in Lakeville. Based on my experience with Dusty, it is evident that the store lacks a commitment to delivering quality service. As a consumer, you deserve to be treated with respect and courtesy. I urge Spectrum to reevaluate their hiring and training processes to ensure that they employ individuals who possess the necessary skills and attitude to provide exceptional service.

In conclusion, the service I received at the Spectrum store in Lakeville was nothing short of a disappointment. Dusty's unprofessionalism, disinterest, and refusal to accommodate a simple payment request have left a lasting negative impression. I sincerely hope that Spectrum takes this review seriously, addresses the issues at hand, and strives to deliver the high standard of service that...

Absolutely worst experience I have had with not only an internet company but a company as a whole. I moved into my house and had service set up for the day we moved in. The technician told me they couldn’t preform service because they had to bury the line. Didn’t provide a date when they could service me. I called spectrum support and after multiple try’s and a horrible wait time, I was able to speak with someone. They looked into my account/service request and told me we won’t be able to provide you internet until may 31st when the ground is no longer frozen. Granted that is 3 months. I told them to cancel my account and I got a email confirmation that my account had been cancelled. I called T-mobile internet and they were TERRIFIC! No wait time to speak with a representative. SUPER friendly and the whole experience lasted 20 minutes. I ordered their internet on a Friday and the internet router showed up at my front door by the following Monday!! Super easy set up, no lines needed to be buried, and the internet connection is wonderful. Spectrum starts calling me on that Monday, then Tuesday. They told me I was set up for service on March 19th. I said I cancelled my services with you last week and went with a different provider. On Friday of the same week AS IT IS SNOWING AND THE GROUND IS STILL FROZEN (not even March 19th like they said either) they came to my house without my knowledge and preformed work on my property with no warning. I thought the ground was frozen and they couldn’t provide service until may 31st?!? Now remember I cancelled my services with them and have the email confirmation. They ripped my temporary front step off, buried the line across my driveway, and didn’t put my front step back. I have provided pictures to show how they left my property. Worst company I have ever dealt with. Super shady how the following week after I tell them to cancel my account that they show up unannounced on my property and perform internet service. DO NOT RECOMMEND AT ALL! If there was a rating for no stars, I would have let that. They don’t even...