Rhett Walker Transmissions

Marie,I'm not sure how to respond to the customer I'm showing notes in the computer that on 8/we bundled her services with Frontier On 8/we scheduled a service call to swap out her receivers because they were acting up On 8/we performed said service call To her point though, I am not showing any notes from James her salesperson, these are all from our service manager James is pretty good about customer service so I'm thinking that he was forwarding the calls to Al (our service manager) to take care of her issues I'm sorry, but I don't have any other notes on her account except these.Regards,Tom T [redacted]

Ms [redacted] contacted us on 5/with issues concerning returning her modem to centurylinkCenturylink has a policy that you can't return the modem unless it's faulty We were working through this when Ms [redacted] had to go so we weren't able to help her She called back but Nate was with another customer so she left a message When Nate returned her call, Ms [redacted] was not available.All her charges that she is upset with have gone to other companies ($activation and $delivery to Centurylink, $cancel fee to Cox and $to pay for HBO) I'm not sure why she has a bill for HBO since we set her up with months of HBO, Showtime, Cinemax and Starz, unless she cancelled the others If you don't take them all then she will get charged for only taking one (I know- doesn't make sense but this is how they do it) To help settle this matter, I am willing to help the customer out and mail her a check for $out of our pocket

Hayden spoke to Mrs [redacted] yesterday and I think we came to a conclusion. I will send her a check for $75.

I have spoken Nathan at least 10-times He was going to have Hayden call me but Hayden didn't call The $(activation), $(delivery of router), and $(1/of penalty with Cox for early cancellation) are amounts I discussed with Nathan These were all promised to be paid by Planet Earth by Hayden I was supposed to get HBO for $10/month until 03/ After months, the free premier channels were no longer available so I did subscribe to HBO only at a cost of $17.99/month So I took $x mos (from August, thru March, 2018) = $That is how I came up to the total of $ I'm only trying to collect what I was told would be paid by someone (I don't care if it is paid by Century Link or Directv or Planet Earth - Hayden said he worked for those companies + Cox) I tried to communicate that to Nathan; I was told that Hayden promised way too much Then he shouldn't have told me those things I discussed them with Hayden all along Regarding the router, he promised me he would supply my own router so I would not have to pay the $10/month charge that Century Link was charging I also called Century Link and was told that whoever I had talked to did not know what he was talking about and laughed at me for believing HaydenTherefore, I believe I am entitled to the $ But if Nathan (or Planet Earth) wants to do business this way, I would settle for the $amount It is a matter of principle However, I don't think Nathan should or will be able to sleep peaceably at night I've learned a very expensive lesson over this and if there wasn't a penalty for early cancellation, I would cancel immediately but I don't think that would affect Planet Earth who started this endeavor I am retired, disabled and on a very fixed income but I need and want my computer, phone and tv to help me make it through the dayI appreciate being able to voice my opinion in this matter *** ***

I have talked to our sales associate and listen to the entire sales call. Our associate James asked her within the first few minof the call who she currently had for service. *** said DirecTV James let her know he could offer her Dish Network. She did say she had them before
and was not happy with them. James said well if you are willing to give them another try we can save you money. She said ok I will try them again. She ask will they be doing the billing and James answered yes they will. We did have an issue on one of her TV’s but sent an installer to her house right away to replace the equipment. Other then that issue we do not have any other record of her service being outShe did contact James to bundle her current internet with her new Dish account as they offer a bundle package for a discount. We took care of for her in a timely manor but it did take a full billing cycle for the discounts to appear, she was aware of this delayI am sorry she was not satisfied with the service however, everything that she accused us of is simply not the truth. It is most likely that her old company called her after canceling their service and offered her a very low price to try and get her businesses back. She simply then accepted their new offer and was most likely coached by them to say when she signed up with us she had no idea it was Dish NetworkI can provide a copy of the entire phone call upon request

Ms*** called us on 1/3/wanting to add TV service to her CenturyLink internet service that we sold her in July of She was currently paying $70/month for the Centurylink services She wanted a cheap television service and wasn't as concerned about the channels she would be
getting James C***, her salesperson, was able to negotiate with Centurylink on her behalf and got her internet lowered to $ The lowest price TV service for DirecTV is $and that is what we got her She seemed pretty pleased at the time of sale when her total bill, before taxes, was $and she was currently paying $ I'm not sure where she got the price of TV being "$15-$20" We normally get rave reviews from customers about our installer, Rick M***, so I don't know how to respond to her saying "he slapped it on her roof" He is a certified installer and has always shown the utmost professionalism My Sales Manager, Mike K***, reached out to Ms*** yesterday and I thought they left the conversation feeling better I am open to helping Ms*** in any way possible, but I am not willing to pay any Early termination Fees if she cancels her DirecTv

Mr*** called *** Network directly instead of calling us Some customers have difficulty working their TV's when they first get Satellite, that is probably why *** Network had Mr *** go through some troubleshooting over the phone When they felt it was not user error, they scheduled
a service call for us to go out and check his system We went out this past Monday and fixed the issue I will call Mr*** and make sure he has our contact information to call us directly in the future

Marie,I'm not sure how to respond to the customer.  I'm showing notes in the computer that on 8/2 we bundled her services with Frontier.  On 8/11 we scheduled a service call to swap out her receivers because they were acting up.  On 8/15 we performed said service call.  To her point though,  I am not showing any notes from James her salesperson, these are all from our service manager.  James is pretty good about customer service so I'm thinking that he was forwarding the calls to Al (our service manager) to take care of her issues.  I'm sorry, but I don't have any other notes on her account except these.Regards,Tom T[redacted]

I listened to the call between my salesperson and Miss [redacted].  Our salesperson did explain the $49.99 set-up to Miss [redacted].  Where there may be confusion is that after running her credit. Miss [redacted] did not pass the credit check and [redacted] required a $50 deposit.  I apologize...

for any miscommunication and will refund her the $49.99 set-up fee as a measure of goodwill.Thank you![redacted]

Planet Earth is open to helping anyway possible as long as I keep the contract the way it is. That points to there being nothing for us to work with to resolve this.

Mr. [redacted], I listened to the call in its entirety and Amy indeed did not talk about the $49.99 set-up fee.  I apologize for any inconvenience and will issue a credit of $49.99 today.  As you may know, Amy is a new salesperson and was quite nervous on your call, as you were her first...

sale!  We are putting her through some more training to alleviate any further issues.  Thank you for bring this to our attention.

Any help would be dependent on Ms. [redacted] keeping the system.  Would a $10 credit on her bill for $10 months make her happy?  I would be willing to do this.

Hayden spoke to Mrs [redacted] yesterday and I think we came to a conclusion.  I will send her a check for $75.

Ms [redacted] contacted us on 5/16 with issues concerning returning her modem to centurylink. Centurylink has a policy that you can't return the modem unless it's faulty.  We were working through this when Ms. [redacted] had to go so we weren't able to help her.  She called back but Nate was...

with another customer so she left a message.  When Nate returned her call, Ms [redacted] was not available.All her charges that she is upset with have gone to other companies ($30 activation and $14.99 delivery to Centurylink, $14 cancel fee to Cox and $63.92 to pay for HBO).  I'm not sure why she has a bill for HBO since we set her up with 3 months of HBO, Showtime, Cinemax and Starz, unless she cancelled the others.  If you don't take them all then she will get charged for only taking one (I know- doesn't make sense but this is how they do it).  To help settle this matter, I am willing to help the customer out and mail her a check for $50 out of our pocket.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
J[redacted] J[redacted]

I do not accept the response from James. The information he has given is inaccurate and false. The complaint that I originally submitted is the correct and accurate account of my interactions with Planet Earth Satellite company and their representatives.As I stated previously, James did not return my phone calls.