What are my rights here? That's really going to be dictated by the contract. My guess is since the company supplied the contract, it will always be in their favor. "USA" is pretty vague, so I can't comment on specifics. If your state has PUC or PSC, you can try contacting them. A lot depends on which company you are dealing with. Regardless of what entity you are dealing with, the squeaky wheel gets the oil. -- If someone refers to herself / himself as a "guru", they probably aren't.