ComplaintsforCity Wide Communications
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Complaint Details
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Initial Complaint
05/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In December 2023 I spoke with Citywide Communications to ask if they provide internet services in my area. Following their "check" they confirmed. They asked for a deposit of $155.14 to be paid via Payee on online banking to Citywide. My internet install was supposed to be on January 5th. They did not show. Following pressure and a number of calls they finally sent ******* rep to my house. ******* rep told me they do not have Co-ax cable service in my area and they are perfectly aware of this. They are also not a true internet service provider. I sent back their equipment. They confirmed receiving it but still did not bother to refund the deposit, instead they sent me another bill for $149. I spoke with them and still declined a refund saying a manager would have to review and it takes 21 days. This company is a joke, the public needs to know so nobody else falls for their trap, stall tactics and selling a service they do not provide and not returning funds.Business response
06/02/2024
A refund will gladly be issued to Mr.Newman - once the equipment is confirmed returned. We did not know the area was unservicble until a tech went to view it. This does happen from time to time. City Wide Communications has been in business for over 25 years and is not "scamming people" . We do have procedures that need to be followed.
Mr.****** left out the death threats and threats in general he has made toward the staff and Management (that have been forwarded to the RCMP to listen. I can provide BBB with calls as well.)
Had I been able to explain things yesterday, this may of all been avoided.Initial Complaint
03/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My friend referred me to transfer my internet to City Wide last Nov. City Wide website shows the Referral Program - $25 credit. But only my friend received $25 credit. I called the service. She said I do not have $25 credit. Only my friend has. I could not find any information about it. I think I also should have.Business response
05/02/2024
Hello Mr. ***** Thank you for reaching out! I have added a $25 credit to you account. This was a glitch in the system. The credit will show on your next printed invoiceInitial Complaint
19/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We were supposed to have a technician come in two days ago to hook up the coax cable. They didn’t show up and no phone call made. When we called City Wide they then informed us that the one that was supposed to come out called in sick. So they told us they will call within 24 hours with another appointment. 24 hours went by with no phone call. Then the fallowing day they called with another appointment but not for another week and half. The problem is, they were supposed to be there to hook us up: They didn’t show up because they were sick. So I am wondering why people that called in after us for a technician are getting served before us when the reason why they didn’t show up was do to their own accountability.Business response
22/01/2024
We subcontract technicians and get updates 4 times a day. We did not get immediate information from the tech company about the sick tech not being able to complete the work. We are very sorry and understand the frustration. We have booked the first available appointment , sadly not until Jan 31. Different techs work different areas so while it may seem others are getting sooner appointments - It would be be based on location and tech availability. Again we are very sorry that the install was not smooth and completed as they normally are.Initial Complaint
20/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I called City Wide Communications on Sept 22/23 to ask about their services, I went ahead and ordered their internet services, which I paid $172.39 for. On Sept 26/23 I received their cable box, I had an initial set up date for installation on Sept 27/23 to install myself, but did not have the proper connections at my house. I then had a payment of $114.94 come off my ********** for a service that was not even hooked up. Then I had to go away for work so my next installation which needed a technician(from a 3rd Party) was slated for Nov 7/23, I was at work so my wife waited for the Technician, after going to the WRONG house he came to our house and had no idea what he was doing. When I got home from work on Nov 7/23 my internet was still not connected so I preceded to call City Wide Communications to cancel the service which I never did receive. They told me if I returned the cable box I would be reimbursed. Today, on my ********** I’ve only been reimbursed $70.45, not the $287.33 which I had paid them to receive a service I never did receive.Business response
20/11/2023
The refund he was sent was incorrect - We have now sent a second refund of $216.84 to the credit card we had on file.Customer response
20/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20893951, and find that this resolution is satisfactory to me.Initial Complaint
17/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Have been going back and forth between my bank and the internet provider. A payment was sent ( taken from the bank) to the internet provider and did not go through. See uploads. The transaction number appears on the banking statement however no receipt from the internet company. Have been talking to both city wide and the bank for 8 days straight and cannot find a resolution. Terrible customer service. We can get nowhere.Business response
21/08/2023
The payment has not been received here, and we have used every resource to locate it . The pictures provided as well do not show an account number that the payment was made to.
We understand that your bank is currently processing a refund for the missing payment, and we're here to support you throughout this process.While the refund is being handled by your bank and not directly by our company.
Initial Complaint
12/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
No service for 24 hours. No reason whyBusiness response
14/08/2023
There is an outage with our last mile provider. We are working with them to get all up and running. As soon as we have an update the customer will be called. We are sorry this is happeningInitial Complaint
10/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Overpayment was made July 10. Requested refund July 13 to both ** bank and citywide. ** Bank called August 9 advising they have sent multiple documents requesting a refund and has not been able to contact Citywide, claiming they are blocked from contacting the company. Called citywide customer service August 10, Citywide said they have not been contacted, the bank has not attempted to contact them. Citywide customer service would request billing department resolve this issue and complaint escalated to supervisor. Citywide supervisor called and argued that ** bank has made zero attempt to resolve the issue. Raised their voice and had an angry tone while speaking over customer. Supervisor would request billing department emt the money because it has not been resolved. Citywide customer service called back and claimed they attempted to fax the bank July 25th and would not be processing the emt refund until the bank faxes the request. Stuck in limbo because the bank cannot contact them.Business response
21/08/2023
We have not blocked any contact from any bank. We have faxed the required information as of July 25 2023 I contacted ** bank at 1-***-***-2670 and they have informed me no return fax was ever received. We will reach out to cx and refund immediately as we are assured it will not be double refundedCustomer response
22/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20449881, and find that this resolution is satisfactory to me.Will follow up if refund is not received.
Initial Complaint
26/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Always have problems with this internet. Not using it by choice since I’m currently staying at my parents place and it’s the internet service my dad will go for. The internet has been out for an entire day (20+ hours) and they won’t update us. A guy I was talking to on the phone was full of attitude, I usually am calm even when mad, and worked customer service for 10 years and will NEVER take a tone with a customer like that. Not answering my questions, and when I asked anything he’d CUT me off with “anything else I can help you with”. I did lose my cool a bit cause I was very frustrated and he was making me feel small. Once I get my own place I will NEVER use this internet service.Business response
27/03/2023
this is a DSL service, I do apologize if the rep was not giving enough information. The service is now working - We were waiting for information // updates from the last mile provider. I have added a 2 day credit to help with any issues.
Initial Complaint
09/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
As Citywide requested, I returned the well-packed modem with the return shipping label provided by Citywide via ****** **** on August 24. When checking on the delivery info with the tracking number, it showed the modem had been successfully delivered with a name and signature captured on August 26. But Citywide is denying they have received the modem and refusing to refund me. By the way, it isn't happening to me only, I know a few people who couldn't get their refund even though they have mailed the modem back for months.Business response
10/11/2022
Hello,
A refund of $53.74 has been processed this morning to the credit card we have on file. Mr.***** should see the credit reflected in 3 business days. We are sorry the investigation took much longer than expected.Initial Complaint
26/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Returned the modem with the return shipping label provided by city wide. early march is when then modem was mailed. City is denying the have received the modem and continue to charge my account an additional $4.Business response
29/08/2022
I added a $24.00 credit for 5 months of router rental. While the unit was not received here - notes do indicate she was planning on returning the router. The charges have been removed and prevented from applying more
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.