Complaints

• Initial Complaint

  04/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have internet with Zito media. I have had nothing but problems with them and they are they only internet provider in my area. I have contacted them twice this month (April) about the internet being out and it takes days for them to fix it. I pay full price for internet with zero credits for the time I am without internet. There are some months were I have no issues with internet then there are months were we have no internet for days at a time. This is an ongoing issue with Zito. I would like the internet fixed for good or we need them to allow another internet provider in the area who is more reliable. I complained to Zito on April second about no internet and still have not gotten a return call. This is a horrible internet company with tons of dissatisfied customers. We need reliable internet. We pay for high speed internet but get internet that works once in a while and no one in the company seems to care

  Business response

  04/20/2022

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ******* **** 
  Complaint ID #: ******** 
  
  To whom it may concern:
  
  This is a response to follow up for complaint #********. We do apologize for the issues ******* **** hasbeen having with Zito Media. We do see that a ticket was put in regarding the internet down and our tier 2 team got it resolved within 48 hours. Our policy to have customers back up is 24-48 hours.
  
  Should ******* ****have any questions or concerns, we can be reached at ###-###-####
  
  Sincerely,
  
  Teddi K****
  Customer Advocate
  Zito Media
  Tell us why here...

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a continueing problem of over charging of verbal agreements ,since the Zito change over from ***** to ****, In Dec 2020 I < I was told repetely by different phone persons the my monthly bill would only be going up by $5 per month from $106 as I am on fixed income. Monthly billing quickly escalated to $126, and I complained numerous to phone customer care personel an often was assured that my billing was capped. Then this December, they doubled my bill without warning, an increase of $124 plus $127 to a January due balance of about $255 with no warning, and I could not find any information on their website on how to control blind sideing billing tactics of Zito. This is slearly a PREDITORY BILLING tactic. Since I am on fixed income, I have been paying an additional $20 over my $125 monthly bill, but continue to recieve summons from Zito.I have made numerous phone calls to Zito with several false appeasements being said to me. The local Zito office seems to be always CLOSED when ever I checked.

  Business response

  04/06/2022

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: *********************
  Complaint ID: ********
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We do apologize for the issues ********************* has had with his Zito Media services. We do see the monthly bill is $138.70. We did have a rate increase at the end of the year.
  
  Should ********************* have any additional questions, we can be reached at **************.
  
  Sincerely,
  
  Teddi K********
  Customer Advocate
  Zito Media
  
  Tell us why here...

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct 1, 2021 Zito Media took over the accounts that were previously ******** cable for about 30 years. ******** provided High Speed Internet and cable. Since this switch, I have been promised that if i wait 60 days that I will have the best service ever for this area, since they are switching out and updating all the wiring in the county. I have made dozens of calls that always ends in a promise that they are sending an email to a supervisor and someone will get back to me within a couple of days. One supervisor did call me on Feb 9th out of the blue and told me she was doing some background check and would return the call the following night that never happened. They have set up numerous house calls for technicians to come and check out why the internet/cable no longer works and have waited at home endlessly with no on showing up, no one calling to say they aren't coming or no one to tell me this may be a signal problem and i don't need to be home and waste hours at home and out of work waiting for someone to come.Ever felt like you are clown running around in circles in hopes that something will happen, something will change and service will resume that we were accustomed to? They all make promises that are never kept. They all tell that this will be the best service ever once all the glitches are fixed. There are no other choices in our area for internet/cable. They don't care. The supervisor calls contacts is a joke. I have even asked to speak to a higher up person like their president. Their ratings should be a zero. And to top it off they are still billing me monthly for full service for two homes. I only paid for 2 months, Oct and Nov which would cover the internet for my home. I have lost rental on my guest house for 6 months, because of not having internet and lost wages waiting at home time and time again for no one to show up. They have no respect, no dignity and only give empty promises. What a joke of a company

  Business response

  03/28/2022

  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: ********
  March 28, 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize for the issues that ********************* had with her services. Upon investigation in her account, we had her services working on 2/9 and she had 3 different supervisors call her 1/31,2/9 and 3/11 was when the supervisors called her. On 3/11 her modem was online for 9 days. She has been credited $206.00 all together there was $20.00 on 11/9, $100.00 on 1/31 and $86.00 on 2/9 our terms of service say any bill issues has to be credited within 30 days, and there has been no payment since 11/15 she has gotten more then any other person for credits that has not made a payment in 4months. For the work orders they were they were canceled for maintenance in the area which has been an ongoing issue in this area. I did credit her the 2 late payments.
  
  If ****** has any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  Lisa M******
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915Tell us why here...

  Customer response

  04/05/2022

  [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: I still do not have service in my guest house and have not since Oct 1st.  I contacted someone last Thursday about this $600 bill that has accumulated and he said nothing further would be done until this is paid.  I pay over $300 in October and November to cover what little internet i have had since they started this business in our area.  He told me on Thursday that a supervisor would be calling me within 24 to 48 hours.  Well this is Tuesday and no call has come to me from any supervisor or anyone else.  It is some game they are playing in our area.  I am not the only one that has had issues.  I know i need to cancel it all instead of continuing to keep my nerves on edge trying to have the internet/cable that i had with ******** Cable for about 30 years.  Makes no sense to lose everything just because another company takes over.  We are in the country.  Use to call the office, have someone come out if there was a problem, with no questions asked.  Now we talk to somcone in Pennsylvania that has no idea what is going on here in Virginia, nor do they care.  Asking to speak to a supervisor is like asking to speak to the President of the USA.  They closed the local office so there is no one there to help as it use to be.  

  I don't think i am asking for too much.  Just to have service on which i would be glad to pay.  Do we pay for groceries and go home empty handed?  I certainly wouldn't.  I added this up months ago, but for the plain internet i get my monthly bill would be about $46 for the service i do have.  $46 times 6 is $276.  I paid that in Oct and Nov.  The credits that i have received have no where added up to the lack of service.  In April i would gladly send in another $46 for the internet in my home.  Until this is fixed and obviously after 6 months I don't see this happening, I am not paying for something i have not received.
  
  Losing 8 months of rental has certainly put me in a bind too, because of no internet.  And i remind you....with ********, you make a call, they schedule someone and the next day or within the week someone comes out, gets it fixed and go on to the next job.  You are never given 6 months of run around.
  
  This is 2022. Seems a year of uncaring or just don't give a rip but demanding i pay this bill for services NOT rendered.
  
  Regards,
  
  *****************************

  Customer response

  05/23/2022

  [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:

  This is my last complaint number ******** . I apologize for not replying. don't keep up with email as i should. This matter was never taken care of. they keep saying i owe money and have not paid but i am NOT going to pay for a service that i do not receive. I have spent dozens of hours on the phone explaining why i am not going to pay, asking for service that i never receive. On April 11th i spent a good hour on the phone with customer service and for once in 7 months was transferred to a Supervisor while on the phone. I was always told previously to wait for a supervisor to call me which only happened once months before to be told they would contact me again which never happened. On this particular call this supervisor went into my account to see if i was using the wattage or whatever you call it and he apologized because he could see i had very limited service and i was told that they would be tranferring this information to a MANAGER and a manager would get back with me because i would be receiving a substancial credit to my account. I never heard back from anyone and that was over 5 weeks ago. No credits have happened and no one has contacted me to see how i could get service in my guest house working which has NEVER worked since Oct 1st, yet i was billed each month. I paid my bill in Oct and Nov when i had zero service with internet and cable. I don't understand this company or their claim to fame which we were promised when they took over ******** cable Oct 1st. In the 30 years with ******** before they sold out to Zito, customer service was excellent. If I had an issue, service was scheduled and problems rectified in a timely manner. I don't have time to continue to call them to have nothing done. They make big promises that are never fulfilled. I have told them countless times to discontinue services until this is fixed. I don't go to the grocery store and buy groceries and walk out empty handed. I don't believe it is too much to ask t

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

  Business response

  05/25/2022

  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: ********
  
  May 25, 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********.  We apologize for any issues that ****** has had with our company.  I contacted *** ******** and went over all issues that she was having with the services and communications with our company.  After looking into the account notes and work orders, there seemed to be miscommunications between the Customer Service agents and *** ********.  To address the main concern, I dispatched a technician to check over all aspects of service and equipment.  He confirmed that all signals are well within spec before he left the premises, checked all connections, and changed one of the modems on the account which ****** has purchased from Zito.  I verified that the work was done properly during my conversation with ****** and she is very satisfied with the service, and that I was able to have the bill reflect the services received.  I credited her account for the time that services were not able to be used due to either service delivery or communications that were out of her control.  ****** is making a payment of $320.91 today and I set up a payment agreement with her for the balance for the following month.  If there is any other assistance needed regarding these matters, I will be following up with her and I also have given my direct extension if any other problems arise before then.     
  
  If ****** has any additional questions, we can be reached at all times at 1-800-365-6988.
  
  Sincerely,
  
  James S*******
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately we live in an area that only offers 1 type of cable/internet service. We had a good company, but then they sold out to Zito and it has been problems ever since. You can never get ahold of Zito by phone or email. Every time I'm on hold the call just drops n I have to call back. Once you do after days and hours of trying they always end up saying they have to send someone out which also takes days. I pay $211 a month and they have never given us refund on any of the time we haven't had internet or tv service. I work from home & need the internet and it has caused me missed work and pay! I'm very unhappy with this company!!

  Business response

  03/15/2022

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW 10th Floor
  Washington DC2005-3404
  
  Re: *****************************
  Complaint ID: ********
  March 15, 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize for the issues that ********************* had with her services. Upon investigation in her account, I have found that she has never gotten any credit so I did give her a credit of $211.14 to cover 1 month if her bill. I see that we had a technician go out on 3/7 which got her service working. I also did reach out to her via phone and left her my contact information so if there are any other issues, they can call me directly.
  
  If ****** has any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  Lisa M**********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around 70 Dollars per month Internet service of up to 200mbps is supposed to be provided I have had nothing but a nightmare with the internet where this level of service should be illegal, I have had internet for maybe 5 hours over the past week and every single week it is a new issue I have to keep calling in and it is always maintenance and the same excuses, This is not maintenance this is criminal to be charging people for this level of service and anytime you call you have to wait a day to 3 days just to get someone to fix the issue and when they do fix it your lucky to have internet for a hour or a few, Someone was supposed to be here today from 8-10am to fix it the internet came back and worked for a whole 2 hours and back out again so more aggravation to have to call in again and tell customer support my internet is down and needs fixed. this is unacceptable and when the internet was still ran by ******** I never had this issues this is a issue that ZitoMedia has started and they seem to not be able to fix it In my eyes this problem has not been tried to be resolved there is no reason I should be on the phone multiple times a week complaining about the internet being out I want this fixed I want it fixed correctly and now not in days or weeks

  Business response

  03/14/2022

  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: ********
  March 14, 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize for the issues that *** ****** has with his internet. Upon investigation in his account, we have done maintenance on 3/10 it was finished, we did have to order a part so it could get fixed. His modem is online and has been for 2days. We have had several outages on 3/12-3/14 which has been fixed. At times it can take a few days to get a technician out as this is a large area and has several customers, we do get the technician out as soon as we can. This work orders got canceled because he did have a maintenance work order in and until the maintenance was complete there was nothing a service technician would be able to do. I have reached out to Robert and left him my number and extension so he does have my contact information.
  I also have given him a Credit of $74.95 which would be a month of the internet cost.
  If ****** has any additional questions, we can be reached 24/7 at 1-800-365-6988.
  
  Sincerely,
  
  Lisa M******
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

  Customer response

  03/15/2022

  [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

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yet another internet outage with Zito media. THE WORST RELIABILITY OF ANY INTERNET PROVIDER EVER. Now they are telling me that they DON'T give outage credits until after the service has been out for 24 hours. Are you serious? Zito expects the consumer to pay for internet service that can be out for 23 hours and 59 minutes each and everyday and still expect the consumer to pay full price? Should be a federal law to protect consumers from being cheated by companies like Zito Media. I WANT A LOSS OF SERVICE CREDIT WHEN YOU DONT PROVIDE THE SERVICE I PAY FOR! It's that simple. If you can't make the service reliable then you should NOT BE CHARGING FULL PRICE! Otherwise you are nothing more than a crooked company deliberately cheating your customers.

  Business response

  03/23/2022

  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: ********
  March 23rd 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: ********. We apologize that *** is unhappy with the process we take in terms to giving credits for loss of service. Illustrated in our terms of service it states the following: (a)I agree that ZITO MEDIA has no liability for delays in or interruption to my Services, except that if for reasons within ZITO MEDIAs reasonable control, for more than twenty-four (24)consecutive hours, (i) service on all cable channels is interrupted,(ii) there is a complete failure of the HSD Service or (iii) there is a complete failure of the Digital Voice Service, ZITO MEDIA will give me a prorated credit for the period of such interruption or failure if I request one within 30 days of the interruption or failure.
  
  I have applied a credit of $15.00 as a one time courtesy.
  
  If *** has any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  Breaunna T**********
  Escalations Coordinator
  Zito Media LLC
  102 S. Main Street
  Coudersport PA 16915

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a on going outage almost daily with Zito media internet. I have made many calls since October 2021 and the issue never gets resolved. It seems if the whole neighbor hood isn't out they care less about the problem. Also I have their lines laying in my front yard going on two years this summer that they refuse to bury. We have to move them just to mow or grass and I have had to change phone Carriers just to keep from using to much data because of the internet not working. I pay 71.00 a month for a service that doesn't work majority of time. I have been told by the service men that there is a problem in the lines so where causing me not to get a strong enough signal. They know this wont fix it. I have also had to buy satellite service for my tv because the internet wont work most times.

  Business response

  03/23/2022

  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: ********
  March 23rd 2022
  
  To whom it may concern:
  
  This is in response to the BBB complaint ID: *********** apologize for services issues that ***** has had with her internet service. Upon investigation into her account it appears it has been determined that a construction work order is needed for this issue. The construction has been submitted and assigned to our project manager to get the matter resolved. The issue is that This is a main line temp and feeder temp that needs 750ft and 500ft cable replaced
  
  If ***** has any additional questions, we can be reached 24/7 at **************.
  
  Sincerely,
  
  Breaunna T*********
  Escalations Coordinator
  Zito Media LLC
  102 **************
  *********** ** 16915
  
  

  Customer response

  04/08/2022

  [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:
  

  This email is in response from my Zito media complaint #********. I received their response to my complaint about my internet issues. This matter has NOT been resolved in the least. They say they know what needs to be done, but when I try to reach out to someone in the company about when this issue is going to fixed, I get no call back . I have called almost daily in the last two weeks to speak to them and I am being ignored and they do not return my calls. It has been going on for almost 7 months with my internet being out almost daily. I have most recently been without anyservice for almost 2 weeks.
  
  Regards,
  
  ***** ****** 

  Business response

  04/15/2022

  Zito Media
  102 S Main St
  Coudersport, PA 16915
  
  BBB serving Metro Washington DC and Eastern Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re: ***** ******
  Complaint ID #: ********
  
  To whom it may concern:
  
  This is a response to follow up for complaint # ********. We do apologize for the issues ***** ****** has been having with her Zito Media services.  I contacted the project manager regarding the construction work that needs to be done to be sure it is now done in a timely manner now that spring has come along and the ground is getting soft enough to break through.  I also spoke with ***** and explained everything that we will be doing to move forward.  At this time, we set up for a technician to go out to her residence to change the modem that she currently has to try to get the service more efficient until the construction is complete.  I will be updating ***** consistently with all progress and any other relevant information pertinent to her situation.
  
  Should ***** ****** have any questions or concerns, we can be reached at 800-365-6988
  
  Sincerely,
  
  James S*******
  Escalations Coordinator
  Zito Media
  

*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. ↩