731 Main St, Gardendale, AL | Directions 3507133.642432 -86.810079
I wouldn't recommend Charter to my worst enemy! – We made the mistake of signing a 2 year "price guarantee" with Charter than included phone, internet, and cable. From the very beginning we started having trouble with the Cable and Internet going down between 12-3am. When we called the tech support said that we should expect to this to happen because of their "up grades" and there was nothing they could do about it. We had CONSTANT trouble with the phone. It was so bad we just started using our cell phones and stoped relying on Charter's phone service period. We tried to remove it from the "package" since we couldn't use it but they made us keep it. When asked for credit they would require a tech to come out and we would have to remember to call them back. When we did the operator would try to argue with us about what credit we could recieve. The quality of customer service goes from bad to worse. In the past 6 months the internet has stayed down about 40% of the time and the cable in totally unreliable. We have changed boxes several times and that never completely fixes the problem. When we call tech support they tell us to unplug the boxes and wait between 10-30 sec. We have done this litterally HUNDREDS of times. Want to relax and watch tv? Forget it! We end up having to wait a couple days for the tech to come out. I have lost count how many times they have been out here but it never really fixes the problem. Our most recent trouble goes back to early July when half of our channels just stopped working. I called Charter and had a July 14th appointment with the tech. NO ONE SHOWED UP! Before we leave on vacation July 26th the internet goes down. It stay down for weeks and I refused to make the payment until they came out and fixed it. They refused to fix it until I paid.. So I filed complaints with the BBB,FCC and the Alabama Public Utility commission. Last night I called Charter and told them I had lodged numberous complaints and that they could either resolve the issue or I would go with someone else. They told me that they credited my account and that I had to pay $91.00 to bring it current. I made the payment and spent over 4 hours on the phone with their tech support trying to get my internet connected. I had several mysterious dropped calls. Finally at 4am I get it working. It seems like everything is working fine and then I am awoken this morning by someone beating on my door. As I get up I see that the cable box is telling me to "Please call your operator". When I open the door there is a man trying to collect $177 for Charter. He makes a phone call and says he's sorry and tells me my service has been restored. I have spent the morning on the phone with Charter and have accomplished NOTHING. The last agent told me that my bill came out yesterday and I owe them over $300! I can't see oweing them anything when my cable has been out over a month and I just paid them. Please learn from my mistake and don't waste your time or money with Charter Cable!
Consider Another Cable Company Before Charter – If you are in the market for a cable and internet provider, I would advise you to check other companies before signing with Charter. Their packages look nice at first, but after those initial six months are up and you start paying over $200 a month for service (when you started at $80/month), you begin to wonder what you are getting for what amounts to almost a car payment.
Their cable itself is ok, altho their DVR boxes are poor quality, low capacity and seem to break frequently. The channel selection is good for the upper packages and they offer a lot of HD channels.
The problem with this company lies in their internet service, and their customer service. We have had nothing but trouble from the internet, which was, at at one point, down for almost 3 weeks last summer while they "fixed" the problem. We lose internet regularly, tho the problems usually come in waves--it will work fine for a while, then every other day it will be down for a few hours.
They always try to blame us--"it must be your router" or "it must be your modem, because we don't see the problem on our end." Strangely, within an hour or so of the call, the internet miraculously comes back. Our equipment is fine (this computer is brand new and the wireless router only 4 months old). Of course, they always try to sell you something, like a new router, during the call.
Their customer service reps are untrained, do not seem to care about the customer, and never seem able to respond to problems. As of last summer, even before the debacle where we lost internet for 3 weeks and the company was "working on the problem", we had already logged 19 calls for down internet service. I have no idea how many we've logged since that time, but I'd imagine it's in the 30-40 range.
Please don't get roped into Charter. They look professional and competitive, but we've never had cable service under a company as terrible.
Terrilble service! – We have had nothing but a terrible experience with Charter since our service began in Sept 2007. It took 3 weeks to even have our service set up correctly. Now - they have applied our payment to another account; we have spoken to 4 different CSR - and have been told 4different things. In the mean time - they disconnected our service after we were told they had corrected THEIR mistake. Now - I am told that I have to take the copy of the cleared check to the Gardendale location in order to have it corrected. I could should have been told that when I called a week ago, but NO - that would have been too easy. We will be making a change to Bright House; luckily were we leave we have a choice.
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