Sweeney Builders, LLC

The core issue is that you do not have enough speed for what you are trying to doThe solution is to go up to the next speed packageWe do not see drops on the radio to the main tower, if the radio was dropping from the tower we would have received alerts from the towerIf you do not want the router take it back to the storeWhen my tech was there, he hardwired the connection and it worked flawlessly, so the issue is maxing the connection or a issue with the wireless in the homeAs for him arriving late, your fire number on the house was wrong so he could not find your address, they tried to call the number on file for you but it was your work number and no one answeredThe service fee is clearly stated in our terms of service, that all customers agree to by having the service.Any service calls will be subjected to a $(including tax) chargePreventive maintenance and network or radio upgrades will not be subject to a service charge [redacted] reserves the right to change or alter any of these conditions at anytime.All after hours service calls will be subjected to a $charge, per hour, per technician

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]They have correctly identified parts of the issue, but not the entire extent I can provide copies of the emails if needed for substantiation The time frames are correct, the Internet became mostly unusable in July, but I believe the first complaints were much earlier in the month I continued paying for service through July, August and into September without complaint even though we were not able to utilize it for anything other than basic email and web browsing.We were unable to utilize for my son's school work, or for any other moderate use functions as downloads or data transfers of any size would fail (updates would retry in the background continually it appears, which we can not control, further limiting our ability to perform any tasks).While I did contact them a couple times a week, daily is an exaggeration I conveyed to them repeatedly that it is important to get the matter resolved as this was costing us in having to drive to Wausau repeatedly so that my son could do his homework and take tests.What is a reasonable amount of time to pay for a service that you can not utilize? I was very patient and provided as much detail and assistance from my side as possible, including replacing my personal router since at the beginning they believed the problem was on my end.I have not run into a company in the past that insisted on getting paid when they did not perform the work Even given the shortened timeframe that they expressed, I paid for weeks of time I could not use, and notified them ahead of time that I had to switch as we could not continue to wait They never offered event to reimburse me for the time that we could not effectively use Generally not customer friendly.I did not receive any info that they would enforce the ETF until 9/(postmarked on 9/6) After the fact I also asked for a bill with Early Termination Fee clearly stated if they insisted on acting in this manner (instead of contract cancellation) so that I could try to turn it in to the company I switched to I have not heard anything back from them on that yet either Regards, [redacted]

customer called our office on 6/complaining of slow speed and threatening to switch to another providerwe investigated and customer was getting what they are paying forWe offered to upgrade to the new system which is 5x faster than the legacy system(all customer are given a letter
explaining there may be glitches as we work to perfect the system) We completed the upgrade for them on 6/30.Customers son call our office on 7/stating they were having a issue with corrupt download files for his Iphone and Playstation We told the customer we are looking into it with the manufacture and will get back to them as soon as we have a solutionCustomer emailed almost daily wanting to know if it was fixedWe informed him that we were working with the manufacture to identify the issueon 8/we removed the new system and returned them to the old legacy system (Same gear that was removed previously) because the customer was unwilling to waitThis also returned the customer to the slower speed packageon 8/customer complained "we were dragging our feet" and he was switching to charter on 9/7, in his email he provided the reason of "they are providing faster service for less cost" customer was informed of the ETF due to them being in a contractCustomer stated is should be dropped because of there issuesThe customer was informed the ETF is in effect due to them not honoring the contract.Ultimately the customer broke the contract due to another company offering a deal on service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]This is not worth the back and forth as I see no positive outcome will occur I had hoped that they would take at least partial responsibility for their failure, but I guess not.Please change the status to "unable to resolve / dissatisfied" as Country Wireless continues to believe that it should charge for services it did not provide (like promising a lobster for supper and giving you a cheese sandwich, but still charging for the lobster) I wish them luck I talked to another of their customers today who is having similar problems and let them know what the outcome of this incident was (and that it took so long to find and resolve a simple issue [MTU])
Regards,
*** ***

The gear in question was installed in and bolts were used as is the minimal requirement for this fixtureyears later the mount failedOur term of service clearly state that all service calls are charged a service fee for all visitThe customer informed us with a email on 12/
that there brace had broken free of the home and was hanging by a wireOur tech went to the home on 12/to repair the issueCustomer then called into the office in mid January demanding a credit and refusing the service charge due to a "improper install"Customer was informed that the install was correct and only of the holes in the bracket are needed to hold the bracket downThe mount was secured with 1/inch lag boltsThe customer left voice mail for the GM demanding a credit and not wanting the service chargeThe GM instructed the office staff to call the customer and explain the situation and explain about the service chargeThe customer them threatened to go to the Revdex.com and complain if we did not take the service charge offPer our terms of service the service charge is sent on all service visits. The fact that the mount failed after years and the failure occurred due to the wood, the brace was secured to, rotting away is a good indication the mount was done correctly and the failure happen due to age of the substructure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]While your policy is clear on service calls - it fails to dismiss negligence on your part As you refuse to provide the manufactures recommended installation specifications one would be led to believe you too know my previous statement to be true - thus your negligence While I could take this issue to the next level of small claims court, I will instead stop being a champion of *** *** prior exemplary customer service and instead, when asked, express my discontent with your new methods of customer avoidance, poor professionalism, shady technical practices, and lack of character
Regards,
Andrew ***

again, I think they have sneaky business practices as indicated in previous email along with the prior attachment of list of other customers who have experienced the same thing meanwhile I'm being told "no one else has problems." I don't think it will even resolve and me continuing to email and now am wasting the Revdex.com's time. I will continue to tell people myself if asked about the business practices and advise them to watch.*** *** does request customers to sign a contract which of course benefits them but has no stipulations that if *** *** does not hold up their end of the contract that the customer can be let out of the contract.no I am not happy with the end but am frankly tired of them
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This area was just given a new tower and no other customers are calling to report service issues, we did not lie or cheat any personThe service charge is not in a "contract" it is in the terms of service agreementAny time a service person comes to a residence I would expect some sort of charge to pay for the persons wagesWe can not monitor the connection once it is handed of from the radioIf there is interference in the home this is beyond our controlAgain when the tech hard wired to the router there was no issue

the etf you had requested was sent, I will have the billing person resend it to you

Our terms and conditions are clear on this matter

The core issue is that you do not have enough speed for what you are trying to do. The solution is to go up to the next speed package. We do not see drops on the radio to the main tower, if the radio was dropping from the tower we would have received alerts from the tower. If you do not...

want the router take it back to the store. When my tech was there, he hardwired the connection and it worked flawlessly, so the issue is maxing the connection or a issue with the wireless in the home. As for him arriving late, your fire number on the house was wrong so he could not find your address, they tried to call the number on file for you but it was your work number and no one answered. The service fee is clearly stated in our terms of service, that all customers agree to by having the service.Any service calls will be subjected to a $36.93 (including tax) charge. Preventive maintenance and network or radio upgrades will not be subject to a service charge [redacted] reserves the right to change or alter any of these conditions at anytime.All after hours service calls will be subjected to a $50 charge, per hour, per technician

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]They have correctly identified parts of the issue, but not the entire extent.  I can provide copies of the emails if needed for substantiation.  The time frames are correct, the Internet became mostly unusable in July, but I believe the first complaints were much earlier in the month.  I continued paying for service through July, August and into September without complaint even though we were not able to utilize it for anything other than basic email and web browsing.We were unable to utilize for my son's school work, or for any other moderate use functions as downloads or data transfers of any size would fail (updates would retry in the background continually it appears, which we can not control, further limiting our ability to perform any normal tasks).While I did contact them a couple times a week, daily is an exaggeration.  I conveyed to them repeatedly that it is important to get the matter resolved as this was costing us in having to drive to Wausau repeatedly so that my son could do his homework and take tests.What is a reasonable amount of time to pay for a service that you can not utilize?  I was very patient and provided as much detail and assistance from my side as possible, including replacing my personal router since at the beginning they believed the problem was on my end.I have not run into a company in the past that insisted on getting paid when they did not perform the work.  Even given the shortened timeframe that they expressed, I paid for 6 weeks of time I could not use, and notified them ahead of time that I had to switch as we could not continue to wait.  They never offered event to reimburse me for the time that we could not effectively use.  Generally not customer friendly.I did not receive any info that they would enforce the ETF until 9/8 (postmarked on 9/6).  After the fact I also asked for a bill with Early Termination Fee clearly stated if they insisted on acting in this manner (instead of contract cancellation) so that I could try to turn it in to the company I switched to.  I have not heard anything back from them on that yet either.
Regards,
[redacted]