Complaints

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Zito Media contacted me on 1/11/2024, and I made a $50 payment. The lady I spoke with worked out an agreement that I pay $50 every payday until my bill was caught up. When I called to make a payment, the agent would not give an agent number or his name. I asked multiple times for the information, and he refused. Then I asked to be transferred and he refused to do that. When I asked for the number or name of the lady I spoke with and worked things out he refused to give me any information or to transfer me to her voicemail. Finally, I received a bill today and they have been charging me $30 insufficient fees. Zito does not have anyone I can speak with when I call and refuse to transfer me to someone else. The agent tonight refused to take a payment unless it was the $495.04.

  Business response

  01/30/2024

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *******************************
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  The service was restored and a payment arrangement was established.  I am listening to the call recordings to establish why there was a misunderstanding and correct this so it does not happen in the future in any other situation.  I have tried to call ***** on a few occasions to let her know that the service was restored but have not been able to reach her.  She has spoken with a different agent and an agreement was reached for the past due balance.  In regards to the insufficient funds fee, there were a few times that the payment was declined over the last few months and the fee was applied once.
  If ***** has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  01/31/2024

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

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June 2023, I started using services with Zito media, the install tech came over to install my internet and destroyed my siding which Zito refuses to pay for. Forward to August I called Zito and asked to cancel services, they refused and told me I'm forced to continue. Yesterday, December 14th I got a call saying they charged me $450 for services I never knew I had, they sold my information to "***", a collection agency. Today I got a call from "***" who is telling me I refused to pay and that they'll be hitting my credit.

  Business response

  12/19/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *****************************
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  After investigation through the account notes and going through the calls, there has been no mention of damage at any time during the life of the account. There has also been no payments made since inception.  On 20 June, a disconnect was mentioned and the agent transferred the call to our retention department.  During that conversation, ***** decided to keep the service and upgrade the speed to the Gig package.  On 28 August, there was a call concerning possible issues and again on 30 August. During that time, a maintenance technician was making repairs to a line that was found to be faulty.  It has since been corrected.  The collections department has made several attempts to contact ********************** to make a payment with no success.  The telephone number that was given for contact is never answered in order to rectify this or attempt to help with any possible service issues.  **** is an autopay company and during the initial phone call to set up service, ***** had given a payment method to be used for autopayments to come out every month. They were never honored and declined every time.  If there is problem with service or if there is something that is in question about how the technician performed the install, we have to be made aware of the situation in order to investigate and correct as necessary.  In this instance, we were not made aware of anything and the picture shows that the siding in question has been damage multiple times in the past and has not been well cared for.  As of now, the account is soft disconnected due to nonpayment and we have not made contact to either collect a payment or for instruction to disconnect the service by choice as it will be disconnected for no payments made.  The modem has also been offline because it was unplugged on the customers end and still has not tried to contact us.  We will always work with customers that happen to have circumstances come up and are having issues paying their bill, but that cannot happen if we are not contacted at all.
  
  
  If ***** has any additional questions, we can be reached at all times at **************.
  
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have Zito TV To Go and their internet service. It is terrible, cant watch TV or get on line without it buffering and going in and out constantly. My wife is a paralegal and works from home. She rarely can get her work done because of our service. When you are on the phone or online with a client, another attorney or the court system it is imperative that you don't lose connections! We have called at least a dozen time and get nothing but a run around! And, for $185 a month, this is not acceptable! Also we have had a service technician here twice with no avail. My wife and I have both tried to keep our cool but this c*** is totally unacceptable! We would really like assistance in this matter. Thank you for your help and time in advance. We have no other options in this area that will work for my wife's equipment that she has to have in her office.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a customer of Zito Media in Winnemucca Nevada beginning February 2023. The beginning of my service I was to receive 500 megabytes download speed and around 20 MB upload , I never got it ! Approximately 2 months ago I increased it to a gig download but it seems most of the time I am only around 100 MB down if there is any service at all. The internet service is horrible. When I began keeping track with an internet connection monitor on 6/30/2023 I have been disconnected 1,986 times. Latency fluctuates between 35 milliseconds and above 2000 on a minute to a few minute basis. My dad's house located approximately one mile from me has been disconnected for the last 4 months without a repair. They say they need to replace underground cable but don't take action. This service area needs infrastructure replaced so they can provide the service they are charging us for! I cannot accurately estimate how many phone calls I have made to zero media since establishing service in February but I am confident it is well over a hundred phone calls. The problem is not my equipment! My home did not have cable coming from the street to the house when I initiated service. I paid to have it installed prior to beginning service as I was excited for high-speed internet . From the street service box to the house is brand new cable and Junction equipment and I have a brand new modem as of february, so it is from the street to the head of the system where the signal is initiated that the problem lies. The company seems to be playing whack-a-mole with issues sending their service Representatives from place to place to make temporary repairs that last no more than a day or two if we're lucky! I want to bring attention to the problem at Zito Medias headquarters in hopes to get resolve for the situation. At this time I would not recommend Zito Media to anyone. On a scale of 0 to 10 for service I give them a zero.

  Business response

  11/22/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ****** ***********
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I spoke with ****** about the construction work that was done in the area to address an underground cable that was damaged.  There is continued work being done to ensure all signal levels are within specification and stable.  I have also credited the account for the time the service was unusable as we do not expect customers to pay for a service they are not receiving.  ****** had informed me of his father’s service which I am also investigating and addressing as well.  I will be following up during and after the work is completed to make sure the work that has been done has eliminated the issue and all are satisfied with the results.  I do appreciate the patience while this is being done.
  
  If ****** has any additional questions, we can be reached at all times at ###-###-####.
  
  
  Sincerely,
  
  ***** ********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  11/28/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: it is not been corrected at this time. They have called me and they have said they are working on it but there is no change at this time. Daily disconnects less than 8% of service internet speed that I'm supposed to receive.
  
  Regards,
  
  ****** ***********
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not had working internet for months. I've called and had three sperate people come out and tell me that "Oh something is wrong with the wires" "Oh its just interference" they leave and nothing changes. While writing this my internet has gone out twice. And with my other complaints I've made (With the *** and on ********* the same thing rings true. I cant even finish typing a paragraph without my internet going out. They never have problem taking my money, but providing me with a service that they advertise on ******** as fast and reliable is an impossible task for them.

  Business response

  10/17/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ******* *****
  Complaint ID: *******
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  There currently construction scheduled in this area to upgrade the entire system.  This will significantly improve the service quality once all is completed.  I will be following up in this area to ensure all is functioning as intended and customers are satisfied with the results.
  

  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  10/28/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: None of the Zito people have been able to give me even a rough time frame on how long this is supposed to take, all the while Zito is still charging full price (Triple what other providers in this area charge for Fiber Optic internet) while for at least 3 months. This unacceptable.
  
  Regards,
  
  *************************
  

  Business response

  11/09/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  ******* *****
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  The construction has been completed.  They are now balancing the signals to ensure they are in and stay within specification.  This would take roughly about a week or two.  As noted on the last response, I have credited the account which will be reflected on the statement.  All of Zito pricing is extremely competitive, and in most cases less than other providers.
  
  If Michael has any additional questions, we can be reached at all times at 1-800-365-6988.
  
  
  Sincerely,
  
  ***** ********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is far too many issues with connectivity and there is zero help from Zito to reconcile these issues. Due to Zito Media outages in the last 60 days, I have had to take THREE (3) PTO days because I could not connect as I work from home. When I called in today to see about a reimbursement for the non-service I was asked for the dates I had no service and then told that they detected some data transmission on those dates which disqualifies me from a reimbursement as only for entire 24hrs of outage can there be any reimbursement - which is total BS. A router is constantly sending packets and trying to receive them to establish a connection - so there will ALWAYS BE SOME SORT OF ACTIVITY IF THE ROUTER IS PLUGED IN - which shows their policy is ABSOLUTELY designed against the consumer. The second issue is their billing - their promo codes 'fall off' and it is a known issue - said by rep Brandon when I spoke with him today. This is a SECOND KNOWN FLAW which when applied directly affects the customer ONCE AGAIN NEGATIVELY. Just last week, September 13th, I was to work 7am-3:30 and the internet went out at 7:20am then finally was reconnected at 4pm - I missed the entire day of work and I will lose out on that entire days wages because the internet was out for my entire work day - but they won't reimburse for that because it wasn't 24hrs. I lost a full day of work because of them and they do not care. This was the 5th day like this in the last 120 days of service. So, I'd say there is definitely designed and known issues made to punish the customer and continue monetary revenue to the provider.

  Business response

  10/16/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re: ************
  Complaint ID: ********
  October 16, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ******** We apologize for the service issues that **** claims he is having. Looking into the services **** has used 941 GB of data in the past 30 days. Looking at the documentation on the account I do not see where **** has requested a credit for service issues.  Although our terms of service do state that we will not credit unless the service is down for a full 24 hours, when requested and if there was an extended service issue, we will still apply a credit under the timeframe.  There currently are no present issues showing on ***** modem.  All signals are in range and there is high usage on the modem.  If **** is seeing a connectivity issue, he may need to troubleshoot his customer owned modem.
  
  Should **** have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company advertises fast and reliable service, but my service hasnt been working properly in over a year. Every time I call, they say its a maintenance issue and it seems to never have been resolved. They could care less about helping their current customers and it seems they only want to advertise to get new customers.

  Business response

  10/05/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *************************
  Complaint ID: ********
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I have called ******* multiple times and ther was no answer.  I left a voicemail stating that I am sending a technician to investigate any potential problems that would impact service.  I have also instructed the technician to provide a different modem which I believe would be a great help to any issues that they could be experiencing.  I will be following up to make sure this is carried out the way I have set forth.
  
  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  10/08/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Zito Media called me 1 time and left a voicemail on 10/5/23.  I was at work and could not take the call.  I called back the next day and arranged an appointment for the technician to come out on Saturday, 10/7/23.  They said they would send one out 9am-9pm.  I had to work Saturday morning and asked that they come after 1pm.  They made note on my account.  At 5:54pm I called to check status and get estimate of when they would be coming as they still hadn’t showed up.  Talked to someone from overseas and he said they still show my appointment open and to be patient that they would be coming.  9pm…no calls and no technician!!!!  All I want is my service working correctly and to get what I have been paying for for over a year.
  
  Regards,
  
  *************************
  

  Business response

  10/17/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *************************
  Complaint ID: ********
  
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  I called and left a voicemail for ******* to call in to schedule a service call to change the modem and check anything else that may cause an issue.  In regards to the initial service call, it was submitted as an appointment that does not have a particular date and time.  The technician goes to these service calls within 24 to 48 hours from the time it was submitted in between scheduled appointments.  This should have been conveyed by the agent and we apologize for the miscommunication.  
  
  If ******* has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday August 21 I noticed a broken line in front of my back door. I called Zito to report this. They said a technician would fix it in 24 to 48 hours. I called back on the 24th and the said it would be resolved that day. Called again on the 26th. She said they were lying to me and didn't know when it would be repaired. Called the 28th was told there was no work order for a downed line. I asked to file one. Was told yes and scheduled maintenance for 1-5. No one came. Called back was told there wasn't a work order and nothing could be done. I have a line in my yard, who fixes that?

  Customer response

  08/30/2023

  They repaired the cable on 8/30.

  Customer response

  09/06/2023

  They repaired the cable on 8/30.

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since July of 2023 my internet quality can be compared to having dialup in 1998. The internet constantly drops out and I have to reset my router to get it to come back on. An hour later it will drop again and I have to repeat the process. If it does stay on my upload speed mostly hovers under 1 Mbps. No one can play the ***, it’s a paper weight. I can’t stream anything without it stopping and buffering. I pay for 400 Mbps download and 20 upload. I might get 100 download on a good day and 1 upload. It’s getting real old.

  Business response

  09/07/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *****************************  
  Complaint ID: ********
  September 7, 2023
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.  We apologize for the issues ***** has had with their internet service.  Looking into the account a maintenance order is still scheduled for *****s residence and surrounding customers as well. Our technicians are working as quickly as possible to repair the issues and restore service to normal function.  Once I have an update and a time frame, I will reach out to ***** to relay the information.
  Should ***** have any additional questions or concerns. we can be reached 24/7 at **************.
  
  Sincerely,
  *********************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had this company for over three years they have been not providing maintenance services to help fix my internet I have been paying 35 a month this year and I bought a 150 dollar modem that does not work for some reason back in March (around that time). I have filed a complaint with the FCC already to resolve this issue because I work from home and I was forced to cancel contract that was valued over 100 dollars and I had to cancel my own business contact that provides me living wage. (***: **** *** **** *****). I believe they are throttling my internet at night and they are giving me less than 300 Megs download in 5 meg upload for a service I paid for that promised 1gig of download and 25 upload.

  Business response

  08/15/2023

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  *Washington DC 2005-3404
  
  Re:  *********************************
  Complaint ID: ********
  
   15 August 2023
  
  To whom it may concern:
  
  We do apologize for any inconvenience caused relating to our company.  After going through the account notes, almost all calls on this account are a refusal for agents to help with any concerns.  Most calls, agents are told by the customer to transfer to someone else.  Others are inquiring about the bill.  There was a maintenance technician that had worked in that area and corrected any potential issues on the line.  He has suggested a service technician to visit the residence and go over the lines up leading to and in the home.  This could have been set up already and completed if there was not a refusal to let the agent that answered the phone address any concern.  I have called and received no answer and left a voicemail stating to call in and schedule a service call.  I have also left instructions for the agent to notate on the service call. I will be following up to ensure this is completed. 
  

  If ******** has any additional questions, we can be reached at all times at **************.
  
  Sincerely,
  
  ***************************
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  08/16/2023

  I just want to respond and say that I have never refused work/maintenance of any kind because I work from home. And if any of my calls were requesting a transfer because my calls were outsourced for maintenance request, or the agent refused to transfer me at all after I needed a work order done. Outsourced callers were rude and a few that were transferred over told me that "I don't have to help you" I can't remember the ladies name so I will disregard this. Zito Media called once on August 15, 2023 and left a voicemail, I called back from the number provided on the voicemail and requested to be transferred again because the call was outsourced and I needed the work order to remove the splitter from my cable and request to return my original box. I did finish my call with the person that received the transfer with no problem, which is notated on the account. The next time I call I have a question about my bill because the statement is not clear, which is correct. Here are my attachments and I will be expecting a tech on August 17, 2023 between 10A.M.-12P.M. I will wait after August 17, 2023 to show my satisfaction or dissatisfaction of the company. Thank you for working with me. 

  Customer response

  08/17/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
   just want to respond and say that I have never refused work/maintenance of any kind because I work from home. And if any of my calls were requesting a transfer because my calls were outsourced for maintenance request, or the agent refused to transfer me at all after I needed a work order done. Outsourced callers were rude and a few that were transferred over told me that "I don't have to help you" I can't remember the ladies name so I will disregard this. Zito Media called once on August 15, 2023 and left a voicemail, I called back from the number provided on the voicemail and requested to be transferred again because the call was outsourced and I needed the work order to remove the splitter from my cable and request to return my original box. I did finish my call with the person that received the transfer with no problem, which is notated on the account. The next time I call I have a question about my bill because the statement is not clear, which is correct. Here are my attachments and I will be expecting a tech on August 17, 2023 between 10A.M.-12P.M. I will wait after August 17, 2023 to show my satisfaction or dissatisfaction of the company. Thank you for working with me. 

  Regards,
  
  *********************************

  Customer response

  10/06/2023

  I am not dissatisfied with the complaint, I am satisfied with the outcome because a tech came by and fixed the internet problem. So, I was not able to respond back do to being sick. But they fixed the problem whtin the time and I am now satisfied. Thank you for responding back and you may close the case. 

*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. ↩