Zito Media

Review: We are once again completely without internet service. This means that we have NOT had internet service for around 4+ of the last 6 months.

When we call in to get some resolution, we are told there is a maintenance work order on the account (which was unrelated to the current issue) and they can't give us an ETA on when a tech will even ATTEMPT to fix this. The maintenance order was put in on May 7 and was due to continually slow speeds (less than 3 down on a 12 mbps plan), and we were told they would be here between 8 am and 10 am May 21. Our service went out COMPLETELY that day and no one from Zito came to complete the order. We were later told there was an area outage and everything was restored, but we are still out of service. We cannot get a supervisor to return our call, most of the customer service reps are rude and not helpful at all, and yet we are still getting billed for a service we don't have use of. This is ridiculous and completely unacceptable.

Ironically, Zito is now advertising 50 mbps speeds in our area and even included a flyer for it in our last bill. We would be happy if we just had ANY service with them at this point!Desired Settlement: We want our balance completely wiped out (since we've had service less than 2 months out of the last 6 months, yet have paid more than that already), but more importantly we either want our service restored or for them to cancel our service and come pick up their equipment. We are very, very unhappy.

Business

Response:

November 4, 2014To whom it may concern:This is in response to complaint# [redacted] which was filed by

[redacted] from [redacted],AL .The customer was having an issue with HSD connectivity. This

is still an active customer who has since had service restored. A follow up

call was placed the last week of October to confirm service quality, but not

returned. The modem is showing online and using data as of 11/4/14. Customer

has been provided credit of $36.50 since May 25 to offset downtime.Sincerely,Zito Media

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

We have been provided SOME credit, equal to around 2 WEEKS, yet have been without usable internet for around 4 of the 5 months since May 25. I am in frequent contact with Zito Customer Support and their service people. The only calls I typically receive from Zito are threats to cut off my (non-working) service if I don't pay MORE money for a service that isn't working. I did get a call, which I answered, from a supervisor (Amy)sometime in October but I checked and our service was NOT working then, even though she had been told it was.

Our internet is working as of the last few days, but since I have no hopes that it will continue to do so, based on past experience. I will not be paying any more until at LEAST January 1, as the amount already paid - even when our service was NOT working - should cover at LEAST 4 additional months IF our service works that long.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: once again, our internet service is completely down. November 7 (after less than 1 week of service), our internet went out again. When we called on Monday, we were told that they were putting in a "MUST DO" (ha!) appointment for Tuesday. No call, no visit, and no service on Tuesday, so I called at 7:30 Tuesday night and was told the ticket was still open and it might be 8 or 9 pm before they made it out to work on it. No call, visit, update, and still no internet service as of today (Thursday) so I called customer service again. This time, they said the "MUST DO" appointment was moved to today.

THIS is the problem with them - if you don't call, they do NOTHING; if you call enough, they do very little to correct the issue and communicate even less. I've literally spent hours and hours and hours calling them, only to get very little resolution and never anything of any permanence. The time and money it has cost me (I work full time) is not even something I want to think about.

As far as the response regarding our usage - it's not shocking that when we DO have any service, we have quite a bit of usage because we MUST do as much as we can for the short time we have it (normally less than a week). When normal activities such as REQUIRED downloads for updates of Windows, virus software, applications, etc. are delayed for weeks and months, the usage required to get them up to date WILL be quite high. I don't think that is rocket science and the statements by Zito media are very misleading.

Just to illuminate the depth of the problem - we have had to resort to paying for ANOTHER internet service because we cannot rely on Zito to provide even a CONNECTION, much less any kind of usable service. This is unbelievable and they are the worst company I have ever had to deal with. I'm surprised they are still in business. If we don't get some resolution soon, I will be filing a formal complaint with our state attorney general; Zito's refusal or inability to provide basic service is unacceptable and if they cannot rectify the situation they should release the lines and allow a more capable company to provide service.

Again, I will emphatically state that we will NOT be paying another dime to Zito until at least after January 1st. It is almost laughable that we have to use our OTHER internet provider to pay our ZITO internet bill!

Regards,

Business

Response:

The service has been restored and has been on for the past two days. A credit for that downtime has been applied to the customer's account as well.

Review: (This also includes false advertisement, lack of response from customer service and technicians)

I inquired about internet service in regard to a flyer I got from Zito Media that stated Internet $25.00 a month plus free digital phone for 12 months. I told them I could only have someone come out on Saturday because my daughter works from home. They were suppose to contact me back to see if they could do a Saturday appointment. Instead of calling me back they sent out a technician on a Thursday. I told him I did not make an appointment. He told me he came all the way from [redacted] Nebraska and would I please let him in. I should have never done it but I did let him in. He installed the modem and told me they would activate it from the office and he left. The internet never activated the modem it was supposedly defective. They said they would send out a Technician on Monday. My daughter took the day off work and lost wages. He never showed up. We called again to have him come out on Thursday and again my daughter lost wages waiting for a technician that never arrived. We called to cancel a service we never had (09/19/2013) . I was told it was cancelled and we would not be billed. I called in the next day to make sure it was cancelled (09/20/2013) and was again assured it was. Well I received a bill for $77.44. nearly triple what their advertising flyer of $25.00 a month with free digital phone for 12 months, said. Even with prorating this was way too high. But, the point is we should not have been charged anything because we never had ANY service from them and they never sent anyone out to repair it. I called in today (09/24/2013) to tell them they should never have billed me and was told my account was never cancelled. I spoke with two people on the 19th and 20th who assured me it was cancelled and I would not be billed. They are refusing to send me a bill which states the account has been credited in full for a service I never had. They have hung up on me. My nerves are frayed dealing with this company. They lured me in with a deceptive advertisement. The sent out a installer without my permission, and they gave me a product that I never had access to and never worked from day 1. I have since checked them out at the Revdex.com.org website only to discover they have an F rating. I wish I would have done that sooner. Please check into this company to protect other consumers in Kansas from it's false advertising and utter lack of customer service and technical support. No one should have to go through what I had to these past 2 weeks. It's obvious from their rating on Revdex.com that they have done this to many more people. I will not be paying for services I never received. I should not have to pay for something I never had. They should pay my daughter for wages lost over waiting for no-show technicians, but I don't expect that to happen.Desired Settlement: I want them to wipe out that $77.44 bill that never should have been sent out in the first place. I did not have ONE day of internet service or phone service from them. They never delivered the service they promised. Their technicians never showed up to fix the issue like they promised. Their customer service is a joke. I want them to also come get their defective modem which will be left behind my back door. I will not be charged for their modem. If they want it back they need to come pick it up. Zito Media has put me and my family at enough of an inconvenience dealing with their horrible company. They also need to stop sending out deceptive advertising flyers. $77.44 is no where near the $25.00 a month they advertise. Even with prorating it is still way more than the advertised price. They mislead people to reel them in and then give them no service and no one to repair said service and bill them almost triple the amount that was advertised. This company needs to be stopped stopped from deceiving consumers and needs to clean up its act with its shoddy customer service and no-show technicians. I have also filed a complaint against them with the Kansas Attorney Generals office. Hopefully someone can help protect consumers from them

Business

Response:

Customer's bill has been fully credited. The next statement coming out will show no balance due.

Review: We have been without internet and phone since June 3rdDesired Settlement: We want the internet and phone repaired ASAP and future needed repairs to have an ETA. Leaving someone without internet and phone for 2 weeks with no scheduled repair date is ridiculous. And to top it off calling customer service and listening to them say that we are on a maintenance ticket that has no estimated completion date is hilarious.

[redacted]...escalate it, give it an ETA, and get someone out here to fix it...

Business

Response:

Service is restored. Applied an additional credit of $35 to the previous $25 for this month for a total credit for $60 to account for downtime.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Total service outage (TV, phone, internet) started on 6/29 the day after it came back on and is still out

Regards,

Business

Response:

This has been resolved and been on for the last 40 hrs.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On July 4th the cable that I have at [redacted] went out. My mother called on July 6th to put in a work order to have this fixed and was hung up on by the woman who helped her. She then called back to be hung up on again and to get no where with a work order. When she called back on July 8th she was told that it was just her tv that needed to be replaced despite telling the rep that the error message of "no signal" was on all 4 of the tvs in the house. She was then told that a tech would be out on the 10th to fix the issue. In which they never showed. She then called them the evening of the 10th to find out why a tech did not show and was informed that a tech would then be coming out on the 24th due to being understaffed and that was the next only available time. She was also informed that she would only be receiving an $8 and some change credit towards her bill. On 7/17 at 7:42PM I called and spoke to a rep by the name of ** to find out why the lack of service for my mother and the rudeness that she received. He informed me that they would up her credit to $38.24 and that it showed in the system the dates, times, and the rep she spoke to. I asked for the address to mail a formal complaint and was told to mail to the billing address. I was also told that I could not speak to a supervisor and that a request would be put in for them to call me in which I was then hung up on.Desired Settlement: I would like a formal written apology for the horrible customer service that both my mother and I received. I would like to see that the company implement a better customer service policy including the ability to discuss issues with supervisors when requested in a timely manner. The company to increase man power if they are as understaffed as they claim to keep current techs from being overworked and for work orders to be addressed in a more timely manner.

Business

Response:

We at Zito Media are sorry for yours and your mother's experiences. That is not what we strive for and it is not acceptable. We are currently in the process of hiring more technicians in Alabama to cover the demand and again apologize for the delays in providing you a satisfactory resolution.