Complaints

• Initial Complaint

  17/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a geriatrician. I specialize in diseases like dementia. I am appalled with how Roger’s conducts high pressure door-to-door sales tactics, especially in this vulnerable population. I have had more than one patient sign a contract to use their services without fully appreciating what they were doing. One patient is legally blind and has frontotemporal dementia. The sales associate told her she would save money by switching so she signed the contract. Rogers contacted her pre-existing services (via Bell) and cancelled them, including her phone. Her family were unable to reach her as a result, which is very dangerous. Other patients have signed up for packages without understanding what they were doing. Another patient signed up for a large internet package and they do not even use the internet. This is disturbing and disgusting. Please put a stop to this.

  Business response

  26/12/2024

  Hello,
  
  REF:  BBB Serving Central Ontario Complaint *********
  
  At Rogers, we value the feedback received from our clients, and would like to thank ******* for presenting this matter for review. 
  
  Client Concerns:
  -******* reported her patient signed up for service packages they did not fully understand or have need of.  ******* wishes Rogers investigates the situation and take action to prevent the situation from reoccurring.
  
  Investigative Findings:
  -We escalated *******’s concerns to the appropriate channel to address this situation.
  
  Resolution:
  
  Rogers' Office of the President successfully contacted the customer on December 18, 2024
  
  -We confirmed our Sales Management will address the situation immediately.
  
  Rogers would like to thank?the customer for their co-operation in the resolution of this concern.  

• Initial Complaint

  22/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was with Rogers for several years and paying for high speed internet. However, the service was always horrendous (6 mbs upload and download). I called Rogers many times and was told there was an 'issue' in the neighbourhood and that it was being worked on. This went on for several years. At one point Rogers told me they would adjust my bill to reflect the poor service. They never did. Finally, I switched to **** (upload and download >200 mbs). The Rogers end of contract procedures are confusing. After I switched to **** (March 2024) they continued to bill me. It appears I had to advise them I was cancelling. Ok, I did that. And in order to return equipment, I visited three stores in the *** ****** area. Only one was open and they advised they weren't accepting equipment locally, that I had to go to ****** **** to return it. They gave me a label and a coding number and I went to ****** ****. I sent it off and received a receipt from ****** ***** Since then Rogers have hounded me saying they didn't receive the equipment. I emailed the receipt to the 'office of the president' but there was no response. Rogers then sent my file to a collection agency and I have been harassed by them for months. I have tried speaking to Rogers customer service about this and they refuse to pass me on to a higher level and they refuse to adjust my account, saying we don't have the 'right' tracking number. I gave them the number on the ****** **** receipt. They also refused to provide an email where I could send the actual receipt. They refuse to address this issue and insist this issue is mine to solve, or pay the $500 plus to cover the equipment they can't find. I contend it is not my responsibility to go to ****** **** and try to figure out where this package went once I sent it off. I am trying to resolve this but every time I speak with a Rogers person they go out of their way to be obstructionist. In addition, I overpaid my account by approx $200 (back in March 2024).

  Business response

  25/11/2024

  Good day,

  At Rogers, we value the feedback received from our clients, and would like to thank them for presenting this matter for review.  
   
  This customer has also presented their concerns for consideration through the Commission for complaints for Telecom-television services (CCTS).  As such, Rogers is committed with working with the customer through this regulatory channel to provide resolution.
  
  Thank you. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I closed an account with Rogers in April of 2024. I then received an invoice for $322 due to unreturned equipment. I returned the equipment on September 6, 2024 via a P******** label they provided. I paid a subsequent $114 with understanding the business was settled. I then received another bill for $212 - when I called to inquire, they said the equipment was not received. A few days ago I got an email from a collection agency for $662.34 plus accumulating interest! Repeated attempts on my part since July/August, to get this corrected have been to no avail. I sent the equipment back and settled outstanding amounts they claimed I owed, but continue to harass me. They have ruined my otherwise excellent credit rating.

  Business response

  28/11/2024

  At Rogers, we value the feedback received from our clients, and would like to thank H**** for presenting this matter for review.  
  

  Client Concerns: 
  -Balance on cancelled account.
  -Agency assignment.
  

  Investigative Findings: 
  -Account charges pertained to equipment.
  -Research found that customer returned the equipment.
  -Adjustments for equipment applied on the account.
  -Agency assignment corrected. Customer’s credit file corrected.
  

  Resolution: 
  Rogers’ Office of the President successfully contacted customer on November 27th, 2024.
  We advised customer of all steps taken of the account.
  Customer is satisfied with the resolution.
  Rogers would like to thank?the H**** for their co-operation in the resolution of this concern.  

  Customer response

  04/12/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2023, I switched over to Rogers ignite from the old internet and tv. When I received my bill ,I noticed that I was double billed. I was billed for the old system and for the new ignite. I contacted Rogers and they said they would adjust my bill accordingly. It was not corrected so I contacted them again (Reference number I1974141627 this was feb 22. ) again I waited. I called again got the same run around saying they would correct the problem. ( no reference number this time ) March and April came and went, bill not adjusted. Just a little FYI they never disputed that they doubled billed me in January. May 6, I contacted Rogers again and spoke to Izzy(Reference I2013307418) Now it’s on my credit report as over due bill, getting interest added everyday. They are even sending out cut off notices. I decided to try a different tactic and went through their chat service. Spoke to Jason July 27 ( I have that transcript saved. I really don’t know what to do. I am getting nowhere with them,every time I try to get to speak to someone higher up they refuse saying they have the issue fixed. I am intending to cancel my subscription with them but need to get the billing issue resolved first. I don’t like the fact that it is on my credit report. Please help I don’t know what else I can do. (The amount that is overdue right now 216.50 and my monthly bill seems to be slowly increasing ) thank you

  Business response

  03/10/2023

  Hello, 

  Please note that the BBB didn't have my correct email when they originally sent this inquiry. BBB contacted me today, Oct 3, to confirm my email and they resent the complaint. I've reviewed the complaint and sent the inquiry to Rogers Office of the President given I should not be listed as a contact within Rogers for customer service inquiries. Unfortunately, I'm not in a position to help with these types of issues. I'm confident the OOP will be in contact with Ms. ******** and assist her will rectifying this issue.

  Thank you,

  ****

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩