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Worst irresponsible customer service I have ever seen!! I was moving my mother-in-law to an assisted living facility.

She had Frontier at her old residence, so I called on Thursday, Sept. 13, to transfer her services to her new home. They took the new address and established an installation date of Wednesday, Sept. 19th from 8 am-noon.

On that Wednesday, no one showed up. I called a little after noon to see if someone was still planning on coming, and they said that they could not install her service because they did not service her new area. Why couldn't they have told me that when I requested transfer of service a week prior? Not only did they not follow up with us over the course of the week to inform us of this, but they plain and simple just didn't send anyone out.

I immediately called another provider, who needed a week before they could come out. What needs to be understood is that my mother in law has dementia and cannot be left in the house without a phone, which is also connected to her Lifeline in the case of emergency. No phone, no lifeline. For personal reasons, my husband needed to get back to our home, and knowing we could not leave her home alone while we waited the additional week for the other provider, we ended up putting her in the car and driving her 3 hours to our house to stay for a few days.

If anyone is familiar with dementia, changes make it worse. Not only was she having a very hard time adjusting to her new surroundings at the new residence, but breaking that up with a further change to our home made it doubly worse. In my opinion, had Frontier simply admitted they did not service her new area when we called on the 13th, then we would have immediately called an alternate provider, and had the lines installed on time.

By not doing this, they generated a hardship for both my mother-in-law, and our family who had to help her through this very trying time. I would in no way ever put faith or trust in this company.

Reason of review: Poor customer service.

Location: 5307, 2508 75th St W, Bradenton, FL 34209, USA

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Guest

I have so so so had an experience similar to this!!!

Karen R Sid
reply icon Replying to comment of Guest-1568703

I am sorry to hear that. I can't believe companies like this can create such hardships by simply not doing what they should from the start.

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