Adams Cable Service

September 16, 2016I have again made attempts to contact the consumer at the number listed on the complaintI left messages asking her to call me back so we can resolve any outstanding issues that she has with our companyI tried to call at least more times, leaving my contact information with no return call or voicemail messages from herI also contacted the person who is the account holder and left a message for him with no response.Again as stated in our previous response, I do not see any recurring service calls with regard to the internet service so I can only surmise that the internet issue was resolvedWithout speaking with the customer I do not know what else is in dispute.I would be happy to further address any issues the customer has, but I need to speak with her to find out what exactly she is looking for.Sincerely,Becky OOffice Manager

Adams Cable Service Response to Customer Complaint – 5/15/I have attempted to contact the customer regarding the issues she had with her service but have not been able to reach her so today I left a voicemail message that I have applied a credit to the account in the amount of and if she continues to experience service issues, to let me knowI will be away next week (May 19-23) and will attempt to contact the customer again upon my return to the office on May 27.Sincerely,

Worst television company I have ever dealt withTheir employees are rude to the customersI have my bill set for auto pay from my bank and they send the payment out within enough time to make it, and I have it set even earlier them thatAnd twice in the last months they have shut off my cable because they haven't received itThey then charge you a feeI have been told they do this oftenAnd then you call and they are rudeThey are expensiveI have changed to directv and magic jack as my phoneUnfortunately they are the only Internet provider in the area so I have to stayIt is more expensive then others that do not come hereWhen I canceled I was told I have to pay a feeI have to pay a fee because they are terrible?!?!

Whenever a customer's account becomes over days past due, the customer receives a courtesy call well before the due date as a reminder and if no payment is made by the due date, the customer's equipment is disabled, to prompt the customer to call the office to make the payment before the service is physically disconnectedThere is usually at least an additional 1-days from the time the service is disabled to the date it is actually physically disconnectedIn September 2009, this customer did not respond to the call for payment, nor after the equipment was disabled from the officeTherefore the service was physically disconnected on Sept23, On Sept 25, 2009, the customer called and made a payment of the overdue amount plus a reconnect fee and the service was reconnectedOnce a customer's service is disconnected for non-payment, the account status is changed to NCE (No Credit Extended) which means the customer must make his/her monthly payment by the due date to avoid any future service interruptionOnce the status is NCE the customer receives a letter from the Credit/Collections department advising of this statusIn addition the following message appeared on the customer's monthly bill: “Please be aware, the due date is the 18th of each monthTo avoid interruption of service, please pay on or before the due dateIf your service is terminated, your balance plus a $reconnect fee must be paid to restore service”At that time, the reconnect fee was $25.In February of 2012, after the customer demonstrated an on-time payment history, the NCE status was lifted which means the customer is once again given the courtesy of some leniency with payments and the message removed from his statementIn July 2014, once again the account was overdue by daysThe due date was the 18th and on July 21st since no payment was made after a courtesy call, the equipment was disabled to prompt the customer to call the officeAs of July 23rd no payment made so the service was physically disconnectedOn July 26th the customer called to pay the balance and the reconnect fee of $Due to the service being disconnected for non-payment again, the customer was once again placed in an NCE status and so noted on his billing statements with a $reconnect fee listed to restore service if it is disconnected(The fee was changed from $to $effective with the Oct billing cycle.) In August, once again the payment was not made by the due date therefore the equipment was disabled on the 20th to prompt the customer to call and make a payment before the service was once again physically disconnectedSince no payment was made, the service was disconnected on Aug The customer called and made a payment for the account balance plus the $reconnect fee on Aug At that time an order was scheduled to reconnect the service on Aug 30, Now September comes and once again because no payment is received by the due date of the 18th, the service is disabled on Sept 23, and then physically disconnected on Sept In order for the Service to be restored, the customer was obligated to pay the account balance plus a $reconnect feeThe service wasn't disconnected until days past the due date in September which technically gave the customer extra time to make a payment, but he didn't, nor did he make any efforts to contact a manager for a payment arrangementThis customer has not been treated any differently than any other customer in the same circumstancesThe policy is if the service is disconnected for non-payment then the $reconnect fee appliesThe customer received a message regarding this on his statements for August, September and October, so he was well awareAlthough the customer may think this charge is “greedy” and excessive, $does not come close to recouping the costs of sending out a truck to disconnect and then reconnect the service, (taking in to consideration vehicle maintenance, gas, wages for the technician, etc)Since the customer was aware of the NCE status, did not make payments by the due date and the service was physically disconnected each time, the $credit he is requesting is not being considered as restitution because the bottom line is, he did not make his payments by the due date of the 18thSincerely,Becky O Office Manager

July 14, 2016To Whom it May Concern:Adams Cable does not require TV service to be able to subscribe to our internet service nor do we intentionally attempt to sell services to a customer who does not want themI'm sorry the Customer felt our company is being "dishonest'All of our reps are fully
aware of the option to customers to receive any of our services separately; however the rate may be different if not bundled with any other servicesI'm not sure if the rep was explaining the different options available to the customer and there may have been a misunderstandingI do apologize for any confusion that occurred at the time the order was placed.Had the customer requested to speak with management to let us know what happened, this issue would have been resolved immediatelyThe Cable TV charges and $service charge have been removed from the customer's account.I contacted the customer by phone on July 14, 2016, and apologized for any confusion that occurred when the order was placedHe has been made aware of the credit applied to the account for the additional charges.Respectfully,Becky O.Office Manager

I contacted the customer by phone today regarding her recent complaint that she was mistreated by our customer service teamI apologized that her experience was less than perfect and assured her that her concerns were heard and addressedThe customer expressed satisfaction with me calling
her backI mentioned I would be contacting your office that the matter has been settled and she agreedI told her if she has any other questions or concerns to be sure to contact me at the officeTowards the end of the call, the phone connection was dropped and the call terminatedI attempted to call her back and had to leave a voicemail and reiterated to call if any other problems arise.Respectfully,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

I have made attempts to contact the customer at the number listed on the complaintBoth times I have left a message for someone to call me back regarding the issues she speaks of in her complaint to make sure the issue was addressed and resolvedI have not received any return callTherefore I
can only base my response on the notes on the account.The complaint to the Revdex.com was made on July 26, Our records indicate a call was also made to our office regarding an internet issue on the same dayA technician was dispatched to the home on the 27" as we attempt to address any service calls within hrs of the customer contacting the officeThe customer's modem may have been damaged during the electrical storm a few days earlier and the technician had to replace the modemBecause the service call was due to Adams Cable malfunctioning equipment, the customer was not chargedI have not been able to reach the customer to confirm the new modem is working properly; however we have not received any calls since then so I am assuming the internet issue was resolved.The customer also refers to her automatic payments from the bank being an issueCustomers who process payments through on line bill pay with their bank often think the payment is done electronicallyHowever what actually happens is once the bank receives the request to process a payment for Adams Cable, they actually print out and mail a bank check to usSometimes this can delay payment depending on when the check was mailed, resulting in a service interruptionWe did not lose the checkIt was not received in our office until after the service was interruptedThe customer made another payment with a credit/debit card to have the Service reinstated and stopped payment on the check that was mailed in by the bank.If the customer wishes to speak with me further on this matter, I left my contact information in the voice mail message I left both times that I called.Sincerely,Becky OOffice Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

June 10, A service call was scheduled for this customer and completed on May 30, I called the customer after the technician was there and had to leave a message asking her to call to confirm if her issues had been resolved or notThe customer called back today and left me a message stating that all the issues have been resolved and her service is now working properlyShe thanked me for the help,Respectfully,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that though it was not all to my satisfactory because the extremely rude, unprofessional people who work for the company still has their job there and probably will not be reprimanded for their behavior towards me and other customers...this resolution is satisfactory to me. Thank you!
Regards,
*** ***

[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 as Answered]
Complaint: ***
I am rejecting this response because: I returned her phone call twiceI left a message once and still have not received a phone call backI was told there was never a check received by them so they had liedMy bank has a guarantee that their mailed checks will arrive on or before the date I putI have changed the date now times because they seem to misplace their mailI sent it to be their on the 18th which is the due date, then the 15th, and now days early on the 1stI have heard from others they lose their mailI received notice in June that my internet will be shut off due to non payment yet the website had me as already paid when I called they realized they were wrongThey have issues with either communication or tracking. After the storm they did come out the next dayYet, they told us they were coming at and showed up at 10amI had also called to change it to a different day because I could not be homeYet, they still showed up hours early and the only person home was my year old nieceI did not feel comfortable with a man showing up with my niece being the only one thereAnd they rescheduled that morning for the next day and they obviously did not communicate that to the person coming outThey even had her sign, a year old
Regards,
*** ***

May 6, 2014
I am writing to you today in reference to a complaint I received from the Revdex.com regarding your cable account [redacted]. I appreciate the feedback from you regarding the work order of April 24, 2014.
Adams Cable strives to do the best job with all our customers...

every day. I was sorry to hear that your experience was less than perfect. As we discussed by phone this morning, I have removed the $50.00 reconnect fee from your account. Please remit your next payment in the amount of $102.66. Also, please note that the due date is the 18th of each month. For your convenience you can pay your bill on line at adamscable.com, bring it in to our welcome center, mail it or you can sign up for EZ Pay with a debit card and your payment will automatically bededucted each month on the 10th. I hope I have addressed your issue. If you have other questions or concerns, please do not hesitate to contact me at [redacted] ex [redacted].Respectfully,

September 16, 2016I have again made attempts to contact the consumer at the number listed on the complaint. I left messages asking her to call me back so we can resolve any outstanding issues that she has with our company. I tried to call at least 2 more times, leaving my contact information with no return call or voicemail messages from her. I also contacted the person who is the account holder and left a message for him with no response.Again as stated in our previous response, I do not see any recurring service calls with regard to the internet service so I can only surmise that the internet issue was resolved. Without speaking with the customer I do not know what else is in dispute.I would be happy to further address any issues the customer has, but I need to speak with her to find out what exactly she is looking for.Sincerely,Becky OOffice Manager

Adams Cable Service Response to Customer Complaint – 5/15/14
I have attempted to contact the customer regarding the issues she had with her service but have not been able to reach her so today I left a voicemail message that I have applied a credit to the account in the amount of 32 and if...

she continues to experience service issues, to let me know. I will be away next week (May 19-23) and will attempt to contact the customer again upon my return to the office on May 27.Sincerely,

[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]
 Complaint: [redacted]
I am rejecting this response because: I am still having issues with my cable. At first only a handful of channels worked for Adams ultimate digital package. I finally decided to cancel those extra channels only to find out the channels that weren't working were actually included into the extended package I've always had and they worked. After I cancelled the digital package I started to experience problems with the extended package that never occurred before. Now for over a week Ive had atleast 5 channels not work at all. When I go to my parents who have the same cable every single one of their channels cut in and out dozens of times an hour. They wouldn't be the type to complain to the Revdex.com. All I want is to receive the service I pay for, fix the problems that occur, and to be informed when changes are made. If the problem can't be fixed then yes I do expect a refund or a discount for as long as I continue to be a customer. 
Regards,
[redacted]

Worst television company I have ever dealt with. Their employees are rude to the customers. I have my bill set for auto pay from my bank and they send the payment out within enough time to make it, and I have it set even earlier them that. And twice in the last 5 months they have shut off my cable because they haven't received it. They then charge you a fee. I have been told they do this often. And then you call and they are rude. They are expensive. I have changed to directv and magic jack as my phone. Unfortunately they are the only Internet provider in the area so I have to stay. It is more expensive then others that do not come here. When I canceled I was told I have to pay a fee. I have to pay a fee because they are terrible?!?!

Whenever a customer's account becomes over 90 days past due, the customer receives a courtesy call well before the due date as a reminder and if no payment is made by the due date, the customer's equipment is disabled, to prompt the customer to call the office to make the payment before the...

service is physically disconnected. There is usually at least an additional 1-2 days from the time the service is disabled to the date it is actually physically disconnected. In September 2009, this customer did not respond to the call for payment, nor after the equipment was disabled from the office. Therefore the service was physically disconnected on Sept. 23, 2009. On Sept 25, 2009, the customer called and made a payment of the overdue amount plus a reconnect fee and the service was reconnected. Once a customer's service is disconnected for non-payment, the account status is changed to NCE (No Credit Extended) which means the customer must make his/her monthly payment by the due date to avoid any future service interruption. Once the status is NCE the customer receives a letter from the Credit/Collections department advising of this status. In addition the following message appeared on the customer's monthly bill: “Please be aware, the due date is the 18th of each month. To avoid interruption of service, please pay on or before the due date. If your service is terminated, your balance plus a $25 reconnect fee must be paid to restore service”. At that time, the reconnect fee was $25.In February of 2012, after the customer demonstrated an on-time payment history, the NCE status was lifted which means the customer is once again given the courtesy of some leniency with payments and the message removed from his statement. In July 2014, once again the account was overdue by 90 days. The due date was the 18th and on July 21st since no payment was made after a courtesy call, the equipment was disabled to prompt the customer to call the office. As of July 23rd no payment made so the service was physically disconnected. On July 26th the customer called to pay the balance and the reconnect fee of $50. Due to the service being disconnected for non-payment again, the customer was once again placed in an NCE status and so noted on his billing statements with a $50 reconnect fee listed to restore service if it is disconnected. (The fee was changed from $25 to $50 effective with the Oct 2012 billing cycle.)
In August, once again the payment was not made by the due date therefore the equipment was disabled on the 20th to prompt the customer to call and make a payment before the service was once again physically disconnected. Since no payment was made, the service was disconnected on Aug 21. The customer called and made a payment for the account balance plus the $50 reconnect fee on Aug 23. At that time an order was scheduled to reconnect the service on Aug 30, 2014.
Now September comes and once again because no payment is received by the due date of the 18th, the service is disabled on Sept 23, 2014 and then physically disconnected on Sept 25. In order for the Service to be restored, the customer was obligated to pay the account balance plus a $50 reconnect fee. The service wasn't disconnected until 7 days past the due date in September which technically gave the customer extra time to make a payment, but he didn't, nor did he make any efforts to contact a manager for a payment arrangement.
This customer has not been treated any differently than any other customer in the same circumstances. The policy is if the service is disconnected for non-payment then the $50 reconnect fee applies. The customer received a message regarding this on his statements for August, September and October, so he was well aware. Although the customer may think this charge is “greedy” and excessive, $50 does not come close to recouping the costs of sending out a truck to disconnect and then reconnect the service, (taking in to consideration vehicle maintenance, gas, wages for the technician, etc).
Since the customer was aware of the NCE status, did not make payments by the due date and the service was physically disconnected each time, the $150 credit he is requesting is not being considered as restitution because the bottom line is, he did not make his payments by the due date of the 18th.
Sincerely,Becky O
Office Manager

Review: Rec'd Post Card telling us that by switching to an all digital platform they be able to give us more channel, that all TV's will eventually need a DTA, HD Tuner or DVR, this was important so that we would not be losing channels and that this was a free service call to replace the to equipment. We had NO problem , with our tv's, until they sent out someone ( Who was Not A Employee of the Company) but a sub-contrractor, who never checked out to see if every thing was working fine, after putting on the new equipment, in fact one of our TV remote is missing. After trying thru the office to get the tV Guide up on Two Tv's and the sound. The sound could not be fixed by then on the phone and they said they would send out someone to see, if he could fix the problem and it would cost a service charge of $25.00, we told then at that time, that this was their fault and would not pay for a service charge for something we did not cause. I hope you will be able to help or advise us. Thank YouDesired Settlement: Take this charge off our bill

Business

Response:

I spoke with the customer in the afternoon on January 10, 2014. I made the customer aware during that conversation that the $25 charge she is referring to had been credited to her account. She was advised that she could deduct the amount from her January payment if not already submitted and that the credit would show on her February statement. Apparently the customer filed the complaint before she spoke with me on the 10th.

Review: I have contacted Adams cable over the past year several times to have service to my cable repaired they have come to my residence numerous times and "fixed" the problems without fix I still am paying the bill every month and continue to have the problems I have which are channels not coming in from channels 43 and upward I pay for quality stations I expect to recieve them but have not after they leave from "fixing" the problems hours go by and they "the problems" return which is no stations come in I am still being charged every month for the stations but I do NOT recieve them custermer service is a joke they mind you are understanding to my questions but as far as fixing them have never done soDesired Settlement: I want the problem fixed and also time lost credited to my account I pay for services that I haven't received ever they have never fixed the problems I just want to be able to watch my shows that I have paid for and continue to do so