Groove Entertainment Technologies

Probably the worst customer service experience of my life. You can’t get anyone on the phone since they have a message system that they NEVER call back. I drove back from visiting my husband in Wyoming early because they said the only time an installation could be done was that Monday. I have been paying for cable as part of my rent that isn’t even set up. Well of course, no one showed up to install it in the 9:00 — 11:00 time I was given. Still can’t get anyone on the phone, don’t know how they stay open or where my technician is!
*Just thought I would update what turned out to be a year long ridiculous experience. I was injured and needed to move earlier than my contract. Well seeing as it was cheaper to just keep paying my monthly bill instead of cancel, I did. I constantly got bills (months later) that had charges for new channels or TV services they claimed I purchased. That is hilariously impossible because I wasn’t living there and the box wasn’t connected. So after months of getting to call and deal with someone on the phone, I get my personal ‘favorite’ attempt by them to take my money. It is a whole year since I finished my contract and have had anything to do with them. They send me a bill charging me for movies I had rented back when I was actually using the box, claiming they had only now removed the card from the box. Customer service informed me they would «do me a favor» and refund the charge since it had been so long when I got angry. Wow, thanks? Avoid them but if you live in one of those apartment complexes, watch your bill closely and whatever you do, do not take anything they say at face value. Also, go have a drink and accept my dearest apologies.

AWFUL!!! DO NOT USE THIS COMPANY!
They do not honor the contract they write out!
They do not give out the equipment they write out!
You can’t get anyone to email and call you back even the Vice President of Sales!
It’s almost been a year and we have been over billed with the wrong equipment!!!
The company does nothing but send out repeated billing statements! Without honoring their agreement!

Worst customer service experience ever. I called to get my Directv service transferred to my new townhouse, but had to go through Groove. It was bad enough that I wouldn’t have moved into this complex had I known Directv wouldn’t be handling it.
Anyhow, the Groove rep I started with was not only short tempered but extremely rude. After he hung up on me («Okay good luck bye» while I was mid-​sentence) I called back and asked for a supervisor who set me up with an appointment and was more friendly.
My appointment WAS for tomorrow but is now called because «the system accidentally over scheduled» … Which is weird because only people take appointments! Can’t even admit their own mistake. Such crap. I will never work with this company again, and I advise you don’t work with them either.

I worked with Groove to implement a hospitality TV system.
The install went okay, but the installers (contracted by Groove) adjusted the system, and later Groove told me that your arent supposed to adjust it as it was preset by the people who engineered it, North American Cable. Basically they washed their hands of the system, once it was sold to me, even though we continue to have issues with the system. Also because Groove did not understand how some of the new equipment functioned, I negotiated to return some equipment for a refund, because of low customer acceptance. We coordinated the equipment return, but its been over 8 months and they still have not refunded the money. The only to get any response form them is to use legal action, which we are in the process of initiating. Don’t do business with this company.

I had no choice but to deal with them because they operate the DirecTV system in my apartment building.
My DirecTV reciver stopped working so I contacted DirecTV to have them replace it. They told me that I would need to get the reciver from Groove Satellite because they were my building operator. I came to find out later that the customer support representative was wrong for telling me this. DirecTV did admit to the mistake and made good on their end. but this is where the problems with Groove started.
I called Groove and explained the situation to them, I told them exactly what I needed (a replacement receiver), and explained what DirecTV had told me. They should have known at this point that DirecTV was wrong for telling me this and told me that DirecTV needed to send me the receiver… But instead they set me up for a scam.
They told me that they would send someone out the next day and failed to explain to me that there would be a charge for this visit. I just went with it because I was under the impression that this is how MDU’s work. The tech called me about an hour before he was suppose to be at my home and seemed confused about the time that Grove had scheduled me. They told him a different time then they told me. Despite the confusion the guy arrived on time and came to my door with the replacement receiver in hand. He installed the receiver and then called to activate it. This is where we discovered DirecTV’s mistake. They would not activate it and told him that DirecTV would have to send the receiver. So he unhooked the receiver, hooked my old one up and told me that a new one had been ordered from DirecTV.
When the tech left he asked for my signature and gave me a paper stating a 99 $ charge. He told me that I would probably not be billed and would have groove call me about it. They never called me. I called them and argued about it. Eventually I got a number for my apartments buildings representative with Groove. I called and left a voicemail. I never received a bill in the mail or a call back (witch is usually the case with Groove). So I figured that the situation was taken care of…
Then I got my replacement box from DirecTV… only dang it! the box was empty. Groove had ordered me a recovery kit and not a replacement.
Sure some blame should go to DirecTV. but DirecTV made good on their mistake. Groove failed to inform me that DirecTV was wrong and took it a step further by misleading me into having them come to my house without explaining to me that there would be a charge prior to doing so.
Today I got a bill for 135 $ from give including late charges. I called them and explained how I had been mislead into them coming to my house in the first place. They basically just tried to blame it on me and say screw you. They don’t seem to care that they didnt explain the charge ahead of time. they got my signature on a piece of paper and thats all they seem to care about. I didn’t even think about what I was signing honestly. I guess that was my mistake. but I was so confused and baffled at the time how could you blame me.
I asked their billing department for recording of the calls. He was able to come up with the one where I called about the bill… But convinently was unable to find the one where I originally called them about needing the receiver and the sent someone to my home with out informing me of charges prior to allowing them to come
Thank You Groove! You Suck and my apartment complex doesn’t like you very much either. hopefully they find a new operator.