MDU Communications

Review: We are [redacted] TV customers living in a building serviced by MDU communications. Since MDU became our service provider every interaction with them has been a nightmare. back in 2012, our main box in the living room failed and we set up a service appointment. on the scheduled day I used a vacation day from work to sit home and wait for the technician to arrive and they never did. Once we got ahold of someone to explain what had happened(which took a very long time) we were informed that a technician had in fact come and we were not there. This was just a flat out lie, I was in my apartment the entire day waiting. After negotiating the horrendous MDU phone system we were told we would be charged a fee for a missed appointment. Finally we got a new box in the mail and had it installed by an MDU technician. I then started receiiving calls from a bill collection agency about the bad box that the technician took. They were under the impression I still had the bad box and wanted to charge me for it. (the box had gone with the technician) after that was resolved I began getting calls about the fees for the "missed appointment" and after going through a confusing chain of supervisors I finally threatened to go to the Revdex.com and they wiped the charge from my account, or so they said. Now we are a year and a half later and are trying to get a replacement box for another bad box. The MDU agent said we still have the missed appointment fee and refuses to offer us any resolution to our technical issue until that fee is paid. Apparently they forgot they had wiped it. The company never does what they say they will in terms of calling back and entering things they say they are doing into the computer. They also never ever have a supervisor or anyone that can do anything on duty. in our experience they seem to just run some sort of extortion racket. Many tenants in our building have also become victim to the monopolistic stangle hold of MDU.Desired Settlement: I would like them to remove all the excessive "service fees" they have apparently applied to us (without sending invoice) and finally repair/replace the HD receiver so that I can watch TV.

Business

Response:

Dear Sir/Madam,

We contacted the customer and explained the charges on the account to the customer.

The charge on the account is a missed appointment charge of $65.00, and late fees, which was applied last year after our technician reported the customer was not home for the scheduled appointment.

Per the customer, he called last year and was told the charges will be removed, but unfortunately, there are no notes to reflect this.

Because of the unpaid charge, the customer was unable to schedule his current appointment to have another technician come to his unit.

As courtesy, MDU has waived the missed appointment fee, and all late fees. We have also contacted the customer to set up an appointment to have a technician go to the unit to resolve any issue.

Please feel free to contact our call center if you need any clarification.

Thank you.

Review: Some time around October, 2015 my satellite tv began having issues. I scheduled a visit from a technician and one came out. He was unable to resolve the issue so a different technician came out the following weekend with a new cable box. After a couple weeks, I began having issues again. With the holiday season approaching I decided to wait until after the new year to schedule service. I made a service appointment for Saturday, Jan 9 between 8am-noon. The morning of Jan 9, I waited for the technician until 11:45am. I called MDU and notified them the technician had not showed up yet and technicians were late for scheduled appointments in the past. About 12:45pm a supervisor called me and stated the technician was running about 1 1/2 - 2 hours behind schedule, I told the supervisor I would wait. At about 1:30pm the technician called and stated he was on his way and would arrive in 30 minutes, that would be 2pm and 2 hours past my scheduled appointment. I waited until 3pm with no word from MDU or the technician. I called MDU at 3pm and spoke to a supervisor who just apologized, but could not tell me where the technician was. At 3:30pm, after waiting 7 1/2 hours for the technician, I called MDU and told them I could no longer wait as I had other commitments.

I rescheduled for a technician to visit on Saturday, Jan 16 between 8am - noon. On Jan 16 at about 11:50am I received a call from the technician stating he was running about 1 hour behind schedule. I told him that was unacceptable, due to the fact that I had an appointment scheduled for between 8am - noon. Shortly after, the technician's supervisor called and asked if it was ok if the technician arrived about 1 hour past my scheduled appointment window. Once again I stated no because I had heard this story last Saturday, 1 hour turns into 2 hours into 3 hours and again a Saturday is waisted. As of Jan 16, I have spent 4 Saturdays dealing with service appointments and my satellite tv is still not working properly.Desired Settlement: All I'm asking for is the service I'm paying for. I am tired of wasting my time with service appointments and the technicians not showing up when scheduled or showing up and not being able to resolve my issue. For at least 3 months now, I have not been able to watch all the satellite channels my package calls for. I gradually went from being able to watch all the channels in my package to only local channels and now I can't even get my local channels. Every time I call I get useless apologies and the same old runaround.