A Moment In Time Photography

I have attached a copy of Mr [redacted] 's contractIt clearly shows he declined our Equipment Protection PlanHe initialed item #on the Customer Checklist as well as initialing Section VIIMaintenance and Repair on the actual contract which clearly shows without Equipment Protection he is responsible for any kind of damage or repair to the equipment on his homeYou can also see that Mr [redacted] authorized the mount location of the equipment on his home and until now has made no claim of damage to his homeMr [redacted] was told (not threatened) that he would be sent to collection at the end of this month if payment for $was not madeAt no time did he indicate his willingness to pay and in fact told my onsite tech he would not pay and said as the techs were leaving "good luck collecting." I have addressed Mr [redacted] 's original concerns and the email I sent him is attached as wellAt no time in the email exchange did Mr [redacted] indicate he was on vacation and could not address the issue nor did he even remotely seem willing to pay the fees he owesI find it rather odd that Mr [redacted] made no comment about his siding being damaged until nowMr [redacted] would not allow our service techs to remove the cable and did it himselfMy tech removed the mount and Mr [redacted] insisted on using his sealant to seal the holes which we didAt no time did he mention any damage while my installers were thereI have spoken with both installers who were present and they insist that there is no damage to the houseMr [redacted] was never quoted any amount over the phone other than a possible dollar service call and then the cost of the radio if damagedI have reduced his invoice as much as possible in an effort to work with him on this and he is unwilling to compromise unless I charge him nothingAgain, I will state this is the first and only time he has mentioned anything about any type of damage to his home

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] 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 complaintFor your reference, details of the offer I reviewed appear below.I'm not sure I understand Ms [redacted] responseIt sounds like she is rejecting any help the Revdex.com might offer to resolve this issue, and is instead turning this over to a collection agencyI think of the Revdex.com as a pro-business organization since they are supported and paid for by businesses, not consumersI wrongly assumed Ms [redacted] would feel comfortable with their inputBecause I have been given another ultimatum, I can only assume she wants no part of any Revdex.com involvementThe Cougar Wireless contract (SectXI, page 3) says that both parties must resolve any controversy or claim regarding the agreement "exclusively by arbitration." Obviously, given the new ultimatum, I do not see much hope in Ms [redacted] being willing to settle this through Cougar Wireless contract required arbitrationI'm going to speculate here and say that (as I see it) the contract does not say what Ms [redacted] wants it to say, and so she gets upset, she then relies on the threat of turning her bill over to a collection agency in order to get some resolutionBut I do hope she will choose to honor the contract and allow a third party (the Cougar Wireless Arbitrator) to look at the issues in play: contract wording; charges on the bill; the timing of any debt collectionbefore demanding payment in this way.I believe the Washington State Consumer Protection Act stipulates that a bill in dispute should not be turned over for collection until the dispute is resolvedThis bill is in dispute and both parties are aware it is in disputeOur next course of action will be to file a report with the Attorney General's Office of WashingtonApparently, like the Revdex.com, the AG's office has no power to force any resolution, but it just puts a bit of a law enforcement spotlight on any debt collection reporting and activityIf Ms [redacted] chooses to pursue an arbitration as described in the Cougar Wireless contract, we would be happy to participate Regards, [redacted]

Mr. [redacted] , is flat out lying. I have voicemails from him acknowledging the installation of the new equipment at his location. I also have pictures of the siding of his home that shows no damage but nicely sealed holes. Again, if he was upset or if there was damage to his home I am curious why nothing was said at the time of the install which was 9-30-2013. His allegations of being threatened are false. There were two staff members at his location and I have full reports from both staff members. I would like to think the RevDex.com would do the job they are suppose to and see what Mr. [redacted] is trying to do. The facts are just this simple. Mr. [redacted] declined the Equipment Protection Plan. The radio was damaged electrically at Mr. [redacted] s location. Our contract clearly shows that if you do not have EPP you are responsible for the equipment. I would be glad to email you the pictures of Mr. [redacted] s home as well as send you the files of the voicemails where Mr. [redacted] acknowledges the installation of the new equipment. Mr. [redacted] will still be sent to collections if this bill is not paid. Since he indicates he will take care of it the second week of September I will give him until the 14th to call the office and pay the $163.04 that is due for equipment damaged at his location.

Mr*** states that we upgraded his radio without his knowledge or permission which is flat out untrue I have two voicemails from Mr*** dated 10-1-(one at 8:15AM and the other at 8:39PM) acknowledging the upgrade to the radio that took place on 9-30- I will be more than happy to provide both voicemails to the Revdex.com if you would like to hear them for yourselves

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
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 complaintFor your reference, details of the offer I reviewed appear below
We bought and paid for our Cougar Wireless design,
installation, equipment, etcon 6/4/at a cost of $(see Cougar Wireless
Connectivity Agreement page 1, item 2)In Septit began to malfunction
and it quit working at the end of SeptemberCougar Wireless replaced that
equipment at no charge as agreed (see Cougar Wireless Connectivity Agreement page
3, item VII)As Ms*** stated in her e-mail communication to me dated 8/21/15,
during the repair, they upgraded our equipment as a courtesy to us at no charge
At no time did we sign for or agree to pay for the upgraded equipment, nor were
we asked to until 8/20/15, long after the repair/upgradeIn August the
upgraded equipment began to malfunctionAfter some telephone conversations
with Cougar WirelessI asked them to remove their equipment because we were
terminating serviceAfter the equipment removal by the Cougar Wireless tech, the
Cougar Wireless representative gave me a bill for $326.08. I refused to pay the bill for a number of
reasons:
I
was told on the phone there was no $truck roll fee upon termination
(repeated by Ms*** in an email to me dated 8/21/15).We
had already paid their $equipment and installation fee back on 6/4/In
their contract, they agreed to repair their equipment, which they had done in
Sept 2013.The
Cougar representative was overly aggressiveRather than talk about the bill
and the inconsistencies, he became louder and angrierHis angry threats to
turn me into a collection agency that day made it feel like something was very
wrong, it was not like a business transaction
I don’t understand all of the communications from
Cougar Wireless, the contract, the phone calls, the e-mails and talking to the
Cougar rep at my house, seem to be inconsistent and at times contradictoryFor
example:
Phone
call: There is no $Truck Roll fee on terminations
The
Bill: Truck Roll $plus tax
Cougar
Rep: Pay it or it goes to collection today (8/20)
E-mail:
1) Truck Roll $plus tax, pay or it
goes to collection on 8/(dated 8/20)
2) I will waive the $
Truck Roll fee since we do not charge it when service is terminated(dated
8/21)
Revdex.com: 1) Mr*** was never quoted any amount
over the phone other than a possible dollar service call and then the
cost of the radio if damaged
2) I
have reduced his invoice as much as possible in an effort to work with him on this
and he is unwilling to compromise (Ms*** removed some overcharges)
I am not trying to fault Cougar Wireless on the
weakness of their communication skillsThe Cougar rep said they were trying to
improve the contract in order to avoid issues like this with customersBut our
experience with Cougar Wireless employee’s miscommunication has caused us to
mistrust them
We were threatened with being turned over to a
collection agency for the following [questionable] billed charges:
Truck
Roll: $plus tax: Ms*** later admitted it was not a legitimate charge.Customer
Hardware: $plus taxA questionable charge for reasons: a) The contract
says Cougar pays for faulty equipment b) It replaced earlier faulty equipment c)
We were told at the time there was no charge for it, Ms.*** said in an email
there was no charged) We were never given a model number or serial number,
nor did we sign for ite) The Cougar rep tested itI was given nothing to
indicate it was bad, no test results, just the word of a man who was giving me
a bill with unauthorized chargesNot to mention his unprofessional behaviorThe
3rd charge was for a Power Over Internet box: plus taxOver
the phone I was told the problem was either the POE or the $radioI’m
pretty sure it was the $POEThey
claim the POE was okBut it was still on their “collection agency bill.”
The greatest concern I have with Cougar Wireless is this,
the aggression exhibited towards me in my driveway in an attempt to get a check
from meIt came across as very unsavoryIn their favor, when I told them they
needed to leave now, they left. Had it
continued, I would have called the policeDo I care about these few bucks we’re
squabbling over? I care because the charges seem contrivedBut, if I had not
been verbally abused in my own driveway by a man (not the tech who removed the
equipment) who’s only way of explaining something was to talk louder, get
angry, and then threaten to turn me into a bill collector that day, this may
have ended differentlyI may have given them money just to make them leave us
alone, not because we felt their charges were legitimate
Again, because of the inconsistencies in
communication, I was led to believe (by the contract, page 1, item 2) that the
equipment cost (at wholesale prices) was included in the installation costI’m
told by Ms *** that that original equipment was upgraded as a courtesy to
usBut now, because we terminated, they want to charge us for it at retail
pricesI believe Cougar Wireless should honor the contract and what Ms ***
stated in her emailIf the upgrade was a courtesy at no charge to us during a contract
covered repair (and therefore at no charge) then there should be no charge for
the equipment, which again, would appear to be covered by the contract
In her statement to the Revdex.com, Ms*** quotes page
section VII of the contract as justification for charging us for their
equipmentShe says it means I am responsible for any kind of damage or
repair to the equipment on my homeBut the contract does not say thatIt says
Cougar Wireless will repair any COUGAR WIRELESS owned
equipment at no additional fee if it is determined the repair needed is due to
a COUGAR WIRELESS equipment problem or any problem by its affiliatesIt does
not say how the fault is to be determinedSection of the Customer Checklist adds further confusion to who is responsible for whatI think this just shows more inconsistencies
between what the contract says and what Ms*** claims it says
With regard to the damage to our sidingThe first
equipment installation was done on the facia board of our home, the second was
mounted on the sidingNothing was signed or authorized for the new mountThe
2nd mount left holes in the siding, the vapor barrier and the osb,
right into the wall cavityA fascia board installation goes through the facia
board and into a 2xand perhaps into the eaveA big difference in terms of
breaking barriers against bugs, moisture, heat loss, etcCougar Wireless did
damage our siding, a dab of caulk will do until I get back from Canada, but it
must be repaired properly before Winter
I don’t recall saying “good luck collecting,” if I did
say that I do apologize, I was trying to keep it professional, but I must have
failed in that wayAgain, my apologies
I got back from Cincinnati yesterdayTomorrow I leave
for CanadaAs I said in my email to Ms*** dated Aug21st, I
will be better able to address this in the 2nd week of September if
need be
Thank you,
*** ***
Regards,
*** ***

I have attached a copy of Mr***'s contractIt clearly shows he declined our Equipment Protection PlanHe initialed item #on the Customer Checklist as well as initialing Section VIIMaintenance and Repair on the actual contract which clearly shows without Equipment Protection he is
responsible for any kind of damage or repair to the equipment on his homeYou can also see that Mr*** authorized the mount location of the equipment on his home and until now has made no claim of damage to his homeMr*** was told (not threatened) that he would be sent to collection at the end of this month if payment for $was not madeAt no time did he indicate his willingness to pay and in fact told my onsite tech he would not pay and said as the techs were leaving "good luck collecting." I have addressed Mr***'s original concerns and the email I sent him is attached as wellAt no time in the email exchange did Mr*** indicate he was on vacation and could not address the issue nor did he even remotely seem willing to pay the fees he owesI find it rather odd that Mr*** made no comment about his siding being damaged until nowMr*** would not allow our service techs to remove the cable and did it himselfMy tech removed the mount and Mr*** insisted on using his sealant to seal the holes which we didAt no time did he mention any damage while my installers were thereI have spoken with both installers who were present and they insist that there is no damage to the houseMr*** was never quoted any amount over the phone other than a possible dollar service call and then the cost of the radio if damagedI have reduced his invoice as much as possible in an effort to work with him on this and he is unwilling to compromise unless I charge him nothingAgain, I will state this is the first and only time he has mentioned anything about any type of damage to his home

Mr. [redacted], is flat out lying.  I have voicemails from him acknowledging the installation of the new equipment at his location.  I also have pictures of the siding of his home that shows no damage but nicely sealed holes.  Again, if he was upset or if there was damage to his home I am curious why nothing was said at the time of the install which was 9-30-2013.  His allegations of being threatened are false.  There were two staff members at his location and I have full reports from both staff members.  I would like to think the Revdex.com would do the job they are suppose to and see what Mr. [redacted] is trying to do.  The facts are just this simple.  Mr. [redacted] declined the Equipment Protection Plan.  The radio was damaged electrically at Mr. [redacted]s location.  Our contract clearly shows that if you do not have EPP you are responsible for the equipment.  I would be glad to email you the pictures of Mr. [redacted]s home as well as send you the files of the voicemails where Mr. [redacted] acknowledges the installation of the new equipment.  Mr. [redacted] will still be sent to collections if this bill is not paid.  Since he indicates he will take care of it the second week of September I will give him until the 14th to call the office and pay the $163.04 that is due for equipment damaged at his location.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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.I'm not sure I understand Ms. [redacted] response. It sounds like she is rejecting any help the Revdex.com might offer to resolve this issue, and is instead turning this over to a collection agency. I think of the Revdex.com as a pro-business organization since they are supported and paid for by businesses, not consumers. I wrongly assumed Ms. [redacted] would feel comfortable with their input. Because I have been given another ultimatum, I can only assume she wants no part of any Revdex.com involvement. The Cougar Wireless contract (Sect. XI, page 3) says that both parties must resolve any controversy or claim regarding the agreement "exclusively by arbitration." Obviously, given the new ultimatum, I do not see much hope in Ms. [redacted] being willing to settle this through Cougar Wireless contract required arbitration. I'm going to speculate here and say that (as I see it) the contract does not say what Ms. [redacted] wants it to say, and so she gets upset, she then relies on the threat of turning her bill over to a collection agency in order to get some resolution. But I do hope she will choose to honor the contract and allow a third party (the Cougar Wireless Arbitrator) to look at the issues in play: contract wording; charges on the bill; the timing of any debt collection... before demanding payment in this way.I believe the Washington State Consumer Protection Act stipulates that a bill in dispute should not be turned over for collection until the dispute is resolved. This bill is in dispute and both parties are aware it is in dispute. Our next course of action will be to file a report with the Attorney General's Office of Washington. Apparently, like the Revdex.com, the AG's office has no power to force any resolution, but it just puts a bit of a law enforcement spotlight on any debt collection reporting and activity. If Ms. [redacted] chooses to pursue an arbitration as described in the Cougar Wireless contract, we would be happy to participate. 
Regards,
[redacted]