2019/8/22: Frontier Communications has an F at the BBB
It is tough to get an F at the BBB, a very business friendly organization. But then again, Frontier doesn't care about the F -- we have no other company to get telephone service from. They're not even a member of the BBB. Over 12,000 complaints in three years.
Need to file a complaint? BBB is here to help. We’ll guide you through the process.
Additional Complaint InformationOn July 5, 2016, BBB reached out regarding a high volume and pattern of complaints exists concerning prior Verizon consumers who have not had a smooth transition to Frontier Communication since Frontier Communications took over various Verizon customers on April 1, 2016. Consumers have reported that services did not transition properly: many do not have services or are having spotty service with outages; many internet issues, from slow speeds to complete outages, consumers advise they are paying for certain levels of internet speeds but are not receiving those levels. Cable issues including missing networks, movie on demand concerns, issues with purchased subscriptions not carrying over, titles consumers have paid for (purchased licensed for) not being uploaded to their libraries and no solutions are being offered; and inability to access items like DVR boxes at the same time (multiple boxes in households not functioning); the Frontier App is not functioning for consumers; not fulfilling the rewards advertised with new service signups; charging consumers unauthorized third party charges on their telephone bill and not properly applying credits to consumer’s bills or consumers not being able to login to pay their bills.
When consumers call to receive assistance many report to BBB that they are hung up on or calls are disconnected and not follow back up on by Frontier representatives. Consumers are transferred from representative to representative without receiving any assistance to their concerns many times resulting in a disconnection.
We have also identified a pattern in your responses to complaints stating:
• Per Tariff, in no event shall Frontier be liable in tort, contract, or otherwise for errors, omissions, interruptions, or delays to any person for personal injury, property damage, death, or economic losses. Frontier shall in no event exceed an amount equivalent to the proportionate charge to the customer for the period of service during which such mistake, omission, interruption, delay, error or defect occurs. Frontier will apply a credit based on the customer’s daily service rate.
• We trust that this information will assist you in closing this complaint. We regret any inconvenience that ‘consumer name’ may have experienced as a result of the above matter.
The business did not respond to the pattern of complaint correspondence BBB sent.
Over 12,000 complaints and it looks like they are all online, along with the Frontier responses.