I was considering switching my ISP from AT&T Uverse to TWC, but after one phone call I was done. The worst customer service experience; it reminded me of AOL back in the 90's, just wouldn't let you off the phone and treated you as if you don't understand what a great deal this is so why would you not take it?? The rep's name was "John" and he actually made you feel stupid! It was so obvious he was reading from a script, because when I asked him a question, he simply re-read the script! Before I called TWC I tried to place my order online and it was stuck in some kind of an infinite loop. This forced me to call, and I'm glad. Had I not called, I wouldn't have experienced the terrible customer service. I dumped TWC 4 years ago and I had hoped that their customer service had improved; I was wrong. Time Warner Cable is awful. I am done with them. read more

Customer service is awful. Find another company if you want to be satisfied with a decent response when something is not working. Go with DirecTV for television, they are pretty good. Then pick a phone/dsl provider. If you do not care about customer service, then go with Time Warner. read more

Have AT&T U-Verse cable and internet service; AT&T landline phone service. Very good service, but became costly, almost $300 a month combined. Was convinced to switch to Time Warner by door to door solicitor. He offered us everything we had, and more, including internet telephone service for less than half of what all that had cost us, and $300 in rebates. Agreed to package, but cancelled, because a friend advised - call AT&T first - and they offered a comparable package quote of under $150 with more in the package - and rebates. Decided to stay with AT&T. But, received odd emails from AT&T on order, called. Price higher than original quote, they were not willing to change it. This was dishonest. So Time Warner had a better deal. Had received an ad in the mail, offering Time Warner for "only" $49.99 a month, for internet and Cable with HBO and Showtime. So spoke with "Terry". I knew it was bait and switch, basic channels only plus HBO and Showtime - box and modem extra - misleading, kind of sleazy. But okay, Terry we go over everything, I have the slip from the first Time Warner order in front of me. The only change is he says we don't need "turbo charge." Everything else is the same, and he can do it for $127 a month! Including tax! Sold! Give him a deposit over the phone by credit card, and we schedule for a Friday. Tech arrives. What's he's doing with the cables and wires to land-line phone connection? He had started to disconnect it, not knowing we were to use the same jacks, and the same phone number. He freaks out, says "I hope I haven't disconnected too much!" He goes outside, comes back in, one of our phones works another doesn't! I'm told it will take 10 days to set up new system with original phone number, because the order he had was wrong. Cable system Installed. "How do you record?" He says, "You didn't order DVR." YES, we did!!! I called 877-643-3397 had to explain this about 5 times to a woman who said she couldn't change the order until after the installation, but she would let us have the DVR without additional charge. Tech went to get one, NEVER CAME BACK! New internet connection is crap. Around 7:45pm, I called again, spoke with Raf. Completely useless. Offered an adjustment of $3! An insult. At this point spent about 4 hours of my time on this nonsense, and I get offered $3! I'm angry, and I let him know. He eventually gives us an adjustment of $15, far less then the cost of my time for all this; and he can't have someone out for several days. And then there are scheduling problems. Watch TV. There was a show we were following on HBO, so we wanted to go see it on demand. But we can't get it. "Judith" did tell us that we did NOT HAVE HBO on our service, and it would be extra. When I said I ordered it with the service, she argued with me. So - once again told her the entire story, leaving out no detail, of our ordeal with TWC. She said she would connect me with "Customer Satisfaction". Gets back on the line - no one there until next day - they will call me. They didn't, but I called them. Spoke with "Erin." Patiently explained it all. Tell her I want them to send a technician, remove their equipment, reconnect old system, cancel the deposit. She keeps saying, "I understand, sir . . .", which become very annoying. Then presents useless offers of services I don't want, no real attempt to solve problem. Says "I understand" each time I tell her what is wrong. "All I want you to do is return things to the way they were." I get nowhere. Finally, offers me the same package I had order, for "only" a few dollars more a month, NO rebates! Or, I can get the rebate, but wait 3 months for HBO! Connects me to Seth W., employee number 2561976. Ok, I can cancel the whole thing, but it's $40 to disconnect!!!! I tell him I will have AT&T reconnect, NOT pay their disconnect, demand my deposit back, AND bill them for any AT&T reconnect fee! And go to small claims court if need be. Put complaint on FaceBook - messaged that "upper management" will help me - they will call - but they never do! AT&T is coming tomorrow to hook me up for a much better package! I will be filing complaints with the CPUC, The Video Services Regulatory Division of the Information Technology Agency of the City of Los Angeles, and the FCC. read more

Total bait and switch artists! Sales person comes to the front door, and if I will switch to Spectrum, offers $109.97 a month for the Silver TV package, 400 MBS internet, and phone service. I get the offer in writing and sign up. A couple days after they install the equipment I see I only have Basic TV service. I call customer service and they agree I am supposed to have Silver TV, and transfer me to tech support. After rebooting my set top boxes I now have what I signed up for. I got my first bill, and am being charged $170 a month! When I called cust svc again, I was told the increase was because I had requested the upgrade last time I called in. No, say I, look at the original work order. The cust svc spv then tells me that it doesn't matter, as the sales agent misquoted me, and they weren't going to honor the original agreement. read more

wrost service ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! i really wish i could give them negative 5 stars, but i'm forced to even give them one. Within one year, the price of my service went up from $90 to $102 to $118 to $145 and then $161! Every time i called the last few months, they told me they will sign me up for a cheaper new deal and reimburse the difference. did that ever happen?! Obviously not from the prices listed above! So i canceled the service and i'm with direct tv and at&t now. i've been so stressed out from this experience that i will never go back to them or recommend anyone to sign up! I'm getting my parents and in-laws to change to DirectTv now! Screw you Time Warner! read more

If you ask customer service too many questions, they disconnect you from chat!...I've told them several times where the problem is but they want a tech to come and say its my router....4x now... the problem is a rotted cable in the conduit between the pole and my house...but they refuse to fix it.... If you have a choice, dont go with Time Warner read more

Spectrum - Blazing speeds 10 minutes after the tech left! - Internet Service Providers Near Me - Van Nuys, California

Spectrum is known for providing spotty Internet service, at best. What I was not aware of is how incompetent their Customer Service Representatives and Middle level Supervisors are. I have spent the better part of six weeks attempting to close an account. My Mother was a customer of Spectrum. She died on Jan. 30th. I have spoken with Spectrum Customer service five times over the phone and had two online chats with Spectrum. With each phone call, I was given a ticket number and told that someone would call me to follow up and cancel my Moms account. NO ONE HAS EVER CALLED. Today I escalated things and asked to speak to a Supervisor/Manager. Not only does each person I speak to at Spectrum as me to provide the same info. over and over again, none of them have the authority to assist me. I offered to send the death certificate. They were not interested. They insisted on taking all of my person contact information, yet no one has contacted me. The employees do not know what the Policies and Procedures are for closing an account of a deceased customer. One Customer Service Rep. told me that the equipment my Mom had is too old and out of date. She told me that I did not need to return it to them. The Supervisor that I spoke with today, told me that the equipment is Spectrums property and must be returned. Really? First of all, get your story and policies straight. Second of all, I will be sure to make it my top priority to return your equipment when you cancel my Moms account. For goodness sake, when a parent dies, we have enough to deal with. Spectrum is not the only vendor that I am dealing with. I am in mourning for losing my Mom. And I am quickly developing HATRED for Spectrum. Hire a Quality Assurance Professional and get your systems together Spectrum. In this instance, your company is DISGRACEFUL! Don't even think about sending another bill for services allegedly provided to a dead person. read more

AWFUL AWFUL AWFUL. I think this company is the legitimate spawn of the devil. It's not capitalism when the company knows it can shit on you and you wont switch service because there are so FEW OPTIONS TO SWITCH TO. AT&T U-verse has better technical service and costs less, but the company is so new they don't have their ish together and constantly lose phone numbers, cases, etc. I would still rather gouge my eyes out, though, than go back to Time Warner. WORST COMPANY EVER. read more

Is there any wonder why Time Warner only has (1) Star? If you look you'll observe it's not about just customer communication, getting recordings and no call-backs, it's about their policies in general. My experience was when I cancelled my service. I did the right thing, called in my cancellation then brought in all of the equipment except for unfortunately I brought the wrong power cord. I never could find it since I was moving and now years later I called them to ask to be taken off their junk mailing list and was told I had an over $135. bill due because of equipment!! Total ripoff and ridiculous. The cord probably cost them $.10 cents!! Since it is a monopoly they don't have to be attentive to consumer needs. Their only real competitor is dish and At&t online, which are completely different ways of viewing networks. I tell my friends to look into free-to-air which is basically a dish & reciever which latches onto free satellite unsecured signals for free stations all over the world! There are tons of different brands and affordable! No more monthly bill and interesting perspective. read more

This service is a waste of time. Very affordable option but worthless. I upgraded since the basic plan was so slow. Now I could connect it to my Xbox, but connected to anything else (like my phone) never worked. I'm currently moving out of state and let spectrum know that but they still charged me a whole other month. I'm moving August 12th. They do not prorate it. The WiFi worked from August 1st-August 5th and stopped working. Their suggestion: unplug the modem and plug it back in. So I paid a full month of service for 5 working days. Stupid stupid stupid. read more

To the girl who works at this branch that said "We follow guidelines here" and to the manager who wouldn't even take the phone to speak with the account holder.. I've called spectrum and made a complaint. You ARE doing your job wrong. I'm work for Cisco systems and Have for Nortel as well. The routers CAN be rebooted for the same account holder. RUDE branch members at this one guys. Be careful. They want to "FOLLOW" guidelines improperly. read more

The wait at Time Warner is similar to waiting at the post office or the DMV. Every minute feels like hours, and every customer waiting is so damn cranky. Unlike the post office and DMV, Time Warner has TVs around that SLIGHTLY help with the wait. Luckily, when you finally get called up to a customer service rep, they're usually pretty nice...usually. read more

Came in, took a number, waited, was called, got my replacement box then left. I came in on a Saturday - of course it was going to be busy but all the counters but one had someone working. If you don't wanna wait, just like any company, go there in a Wednesday morning or something. They weren't rude or anything. The lady was actually quite pleasant. It's a cable company not a 5 star hotel. My standards for cable companies are based on cable companies. read more

Wasted my time coming here because the rep on the phone failed to let me know the correct steps I needed before returning my items. Horrible communication and failure to provide proper instructions. Lack of customer service representatives and always be prepared for a very very long wait. read more

Wow, I'd say it's like the DMV but I think that's unfair....to the DMV. When we got there we pulled # 84, they were serving #25 after our wait they had the bill wrong. The payments are recorded transactions that have cleared the bank. What an obvious monopoly. Too big to care. What a joke. read more

Horrible service and extremely overpriced! They sent technicians many times and still I had continuous problems!

If you have other options in your area, go with them... I've tried Time Warner, AT&T and Verizon FiOS. FiOS is far and above the best, then AT&T which is mediocre, then Time Warner which is just a joke... Customer service wise Time Warner and AT&T both make my head spin... Verizon hasn't given me much headache so far (but I'm sure they will eventually) Anyway, think about it before signing a contract, check all your ISP options... read more

Our business has had a very difficult time with Spectum since they took over Time Warner. They opened up a duplicate account for us, so we were paying a bill for service we were not receiving, and not paying the bill for the service we unknowingly were receiving. We did not realize until they shut our services off... and while all FOUR customer service representatives had never seen anything like it, and could tell it was not our fault, they still would not refund the $480 we overpaid. Meanwhile, the service is TERRIBLE. It is so slow and so unreliable. They are clearly geared to big business, and really don't care about the little guy. If you are a small business who could get by on a mobile hotspot or ANY other option, DO! I would not recommend them. read more

THE WORST CABLE COMPANY EVER!!!!!!!!!! I have had nothing but bad experience after bad experience with this ridiculous company. To start off i had problems with my internet for a couple of months. After 3 technicians and 5 tech support people later, they found out one of the technicians switched my box FOR SOMEONE ELSE'S and that they couldn't authenticate it. For three months of bad or no internet I was told that i would receive $5 off my next bill. Talk about a slap in the face. Now I have been waiting for a tech (thinking third time is a charm) and of course no one calls, or comes. Instead, when I call to complain and reschedule I was told that the tech came but no one was home. If you can, you should find another provider unless you like wasting your time and money. read more

Worst customer service. The girl wouldn't cancel my service for me and kept trying to sell their cheaper service . It went on for 5 minutes then I realized she wasn't going to cancel the service for me. If you want to cancel, say you're moving out of the country. Don't say you can't afford to pay anymore or a simple "I'm moving" because they will try to sell you or move with you to wherever you're going. They won't take no for an answer either. I will never go back to Time Warner. Plus, I was going to cancel for next month's period but because of what happened, I want it out of my house tomorrow. read more

I wish I could give zero stars. This company is a joke. They're beyond ridiculous. I switch my service and instead of them taking the equipment I had to take time out my day to sit for 2 hours to return a box that I was told to give to the tech. He told me he couldn't take it and I immediately called and was told I had to take it in myself. On another note, why pay $160 for the same channels repeated and net. I don't get it. They don't either because when questioned they didn't have an answer. They are simply running a circus. If you can avoid them please do so. I know every company has their issues but this company has way more than most. read more

The one star is for the nice employees who are clearly patient as hell while getting yelled at all day bc this company doesn't understand how to actually execute proper customer service. I just spent 50 minutes waiting to return equipment. Nothing else, just returning equipment for a service I had already switched over via phone. I REALLY wish I had known or I would have made an apt. This process should have taken FIVE MINUTES MAX, which it did once it was finally my turn. You have a kiosk to expedite paying your bill, how do you not have a solo line just for people returning equipment?! Wtf spectrum? Kudos to the whopping six employees you had working to get through those people. They deserve more than you pay them, I guarantee it. read more

Fails all the time Ridiculous amounts spent on marketing Stumbling over the amount of money and we all pay for it No credit ever given for loss of services No focus on real customer satisfaction because they(spectrum company) would offer the idea of may be better to hardwire your cable instead of WiFi which dumps all the time People in the store are decent and hard working to be fair read more

Most unethical, immoral, unprofessional "company". I'm from central NY, and trust me, they're just as evil here. NOTHING. BUT. PROBLEMS. Ugh...where to start?! First off, TWC was awful but not this bad. Since I'm a disabled Vet living on $900/month, they offered me 30 mbs for $20. When Rectum took over, they told me that is no longer available (despite I was still getting it), and I needed to go to 100. I don't need 100. But, who gives a shit what the customer needs, right? Been dealing with Rectum for 3 years, now. They told me two months ago (Sept) that I was a month behind. I wasn't. I'm not. I have records to prove it. I got on the phone and rang "customer service" for 2 hours I raised particular hell, and finally the rude and non-caring stuporvisor said she had brought my account to current and removed the charge. Yeah. Right. Blatant lie. So...I then downgraded, and they said my bill would be $70 for the internet only. Fine. Oct. comes and my bill is $215. WTF? Last month I paid $120, and this month it's $345. Yeah, fuck this "company". So much for monopolies being illegal!! Fuck TWC, Fuck Rectum. I hope this company burns. Burns slowly and painfully. Fuck them to hell. If you're new to the area, and have options...don't go near this "company". read more

TIME WARNER CABLE is a HORRIBLE and DISORGANIZED company.... I received an automated message the night before confirming my appointment AND I spoke to a live TW rep via phone the day of to confirm our appointment from 5-6. I was home from 3 -7 pm. The technician that was assigned to come to our house reported that no one was home between 5-6. Really? I heard no knock, no phone call, nothing from TW's end to confirm that a technician came... I was livid and dealt with TW for an hour only to reschedule for Thursday from 5-6. Thursday came and I was home, again, from 3 - 6. Well, 6:03 PM hit and I called TW and they automatically rescheduled our appointment. I spoke to a representative and, once again, she said that it was reported that no one was home. I asked for proof of the tech's arrival and time of attempt and she could provide NONE. C'mon Time Warner. You see the ONE STAR on the the majority of yelp reviews. You even have a Facebook page called "Time Warner Cable Sucks!"... that's telling you something. Fix it, Time Warner!!! read more

This isn't a review for this specific location of TWC, rather of TWC as a company and service provider. We've had their TV and internet for 2.5 years now, and we're finally cancelling all their services in favor of a different provider. The countless unexplained price hikes, disorganized billing systems, terribly unhelpful customer service reps, being on eternal death hold on the phone, random network/channel cancellations, etc etc etc. The list of dissatisfaction is very long. I would never recommend this company to anybody! Even if the price is attractive at first, the service and retention practices are so poor that the frustration is simply not worth it. No thanks TWC!! read more

I've been a customer since TCI, Adelphia, Something Else, Time Warner and now Spectrum. I must say that when I call and get a clerk who knows their stuff, it is pure Heaven. Recently, and not the first time, my tv issue had nothing to do with Spectrum, but the knowledgeable clerk who helped me was able to identify the problem. One cord later, I'm back in business. I can always count on the app if for any reason the tv goes out. I often watch on the app on my iPad to save electricity without problems. That's why I've been a customer for over 20 years. read more

The worst ever, and it all the staff there is horrible. Customer service experience non existent. I am surprised that management does not care about it. read more

UPDATE: After talking with three more people. I finally got connected to a human. After being told by a manager "they were unable to do any discounts after I've been charged" I asked for that manager's boss, and was finally met half way. I paid half the month (for less than 24 hours of service we didn't even use) and they paid half. I was also told even if I canceled on the correct day, I would have needed to return my equipment a few days early. Bottom line. Beware. I gave them one more star due to the difficulty of having to ask for the manager's manager and getting pushed around saying "it won't matter and he/she will tell you what I've told you". I did enjoy talking to the final manager. It's clear she gets paid more for a reason. Even before she agreed to give me a credit, she treated me like a person and that she understood. 5 stars for Cheron the super boss lady. read more

I'm rating this location 3 stars due to the logjam of people in the waiting area. I do like the fact that you can check in on the iPad, but I think it would be better to just use a numbering system to thin out the confusion with with mis-pronunciations and possibility of multiple people with the same last names. I get that they are trying to inject technology into this place, but the only thing high tech here is the iPad. It looks like they took down some of the TV's that used to be on the wall. If you are here to return equipment, I was told that you could head to a Fedex store and they will accept the return for you. If you are picking up equipment, I think you are better off having it shipped to you instead of having to drive all the way over here and find parking to just sit and wait for your name to be called. Don't get me wrong, the customer service experience is great, but I think maybe they should have a dedicated person or area to drop off equipment instead of having to wait. I think it would be a good idea to maybe order your equipment for pick up so that you can just walk in and pick up your equipment and leave. That should bring down the wait time. read more

This is the biggest piece of crap company In existence. I can't believe it doesn't have negative ratings. Avoid this company at all costs. They are overpriced and the service is garbage. And that is an insult to garbage. read more

I have my monthly Spectrum bill set up on auto withdrawal from my bank account. I happened to look at my bill today after 2.5 years to find out Spectrum added a home phone charge of $12.99 to my account for the past 30 months! I had no idea. We have never made one call from a landline. Who even has a home phone anymore? Now, I should've checked the bill each month but that defeats the purpose of auto withdrawal from my account. Spectrum said, "Sorry, sir. You only have 60 days from the time you set up the account to dispute charges." I find it convenient that not only did Spectrum add a charge to my account without telling me, but they also limit the time I'm allowed to dispute the charges, therefor preventing me from getting credit back. This company is shady and has unethical business practices. All I asked for was a credit on my bill but they refused. read more

The customer service in this place is horrible. Also get ready to wait over an hour and a half at this place with no appointment. Big guy with glasses was the only attentive guy who actually wanted to help. Sorry didn't get the name. read more

Had to drop off my old cable modem since I dumped Time Warner for U-Verse. Only free time I have is on the weekends so I stopped in on Saturday. I arrived here at 11AM and took a number. My number = 43. Currently serving = 12. Are you serious? This is worse than the DMV. The waiting room was FULL with people standing along the walls since the seating area was full. The customer service area is quite large, but there was only 3-4 people working at a time. Didn't really help that some people were there to pay their bill when they could have paid online or used one of the kiosks in the office to pay. read more

Time Warner is the WORSE internet company I have ever dealt with! The Technicians not only damaged my new car on the FIRST day of installation but it has taken over 2 MONTHS for them to fix my internet and repair my vehicle. Management staff does not return phone calls, I'm continuously being billed for services not rendered, does not send technicians on days and times that are scheduled, are unprofessional and reflects horribly on the TW image and brand. Van Nuys office is the most horrid TW office existed with its incompetent employees and lack of resolutions and inconveniences. They destroy the Branding of Time Warner! If your looking for Internet Services with Time Warner, DO NOT BECOME A CUSTOMER! It will be more grief than it's worth. Charter Cable and AT&T are much better. The speed may be less, but at least your property wont be damaged and you will not have to deal with hours of the run around from the customer service or not be billed for services not rendered. read more

Today, I came in with my father and we came to get a cable box that we recently bought. When are names were called we got a lady named Grace. She was really rude from the beginning to end. There was nothing to be rude about because we were only asking simple questions like "what are the channels provided for us on our package" and just other VERY SIMPLE QUESTIONS. I didn't appreciate her attitude at all and I think she was very disrespectful and my father was still trying to talk to her nicely. I work in customer service and I get after a long day it's tiring but at least be nice to those who are being nice back to you. Also, this is the first time my dad got Grace last time and she had the same attitude. Customer Service here? Non- Existent read more

Came to drop off friends internet box and it's taking forever!!!!!!!!!!!!!!!! The whole this is moving as slow as melaseis

I came to the store at around 3pm today and the lime is ridiculously long with about 30 people ahead of me during work hours. I tried to cancel my slot on the queue and there is no option to do that. Inefficient system and service. Only go there if you have hours to wait for 30 people to get serviced before you. read more

No idea why this place has such a low rating. After trying to troubleshoot the loss of Internet in my home this morning, the TWC help desk (which was also very helpful, btw) referred me to the "Time Warner Store" in Van Nuys, where I would need to exchange my cable modem. I accepted my fate with a sense of dread, envisioning endless lines and bitter staff. Nothing could have been further from the truth. After arriving, I was called to the desk within 15 minutes, and given a new modem and accurate advice by my service rep. I left just ... astounded. This is a cable company, after all. It appears TWC is raising the bar. read more

WORST LOCATION!!!! 2 people working, 35 people waiting. WOW!!!!not only the most expensive cable but also worse customer service