Adams Cable Service

Review: I am filing a complaint with this company because I feel I have been treated with such disrespect not only from the customer service person, technician but also from the manager. I proceeded with a case concerning my account and how I was trying to pay before my services was shut off and a disconnect fee was charged. The technician when I tried to pay before he even went near the building I preside in, refused my payment and told me to call the main office. I told the Technician that I was going right upstairs to do so. My main cable was still active while I was calling them. As I was on the phone with the main office, the technician took it upon himself to turn off my services so that I would be charged the disconnect fee. While I was on the phone with the company, my tv went from a morning talk show to static. The lady at the company I talked to was not only very rude to me, but when I tried to explain and told her I have the money to pay (which not once did she ask for my payment) my bill that the tech did not shut off my services til just when I was on the phone, she treated me as if I was lying. The Tech never came to knock on my door to ask what was going on, if I did indeed called the office, if my bill was paid nothing just stuck a disconnect note on the door and went on the the next building he needed to go. The note had the time in which my services was shut off which was 18 mins after I was on the phone with the company (I had the note and phone logs to prove I was telling the truth). When I tried to explain this to the lady on the phone, she laughed and again treated me as if I was lying to her. I than got so upset, I asked to talk to a manager. The manager was not at her desk (she hardly ever is) and I left a message for to call me back. It took the manager 4+ hours to return my call. When I talked to the manager she too was very rude, and would not listen to a word I said. She than tried to change their policy thinking I did not know how their policies work to make it seem that I would be charged the disconnect fee even though my services are not turned off which is not the truth. When I explained that I never heard of such policy she than became to say in her own way "To bad it was shut off wither you wanted to pay before it was or not so you have to pay the disconnect fee". She was acting very unprofessional, sticking up for the employees instead of trying to do the the right thing for me the paying customer. She and her co workers are always so rude and try to always belittle their customers when ever they have a problem, just want to ask a question, are mistreated and need the right thing to be done etc.. I did not mind paying my bill, I had the money ready but feel cause I did try to pay.. I should not have been charged the disconnect fee especially when I still have the cable on when I called to make a payment. I did finally was able to make a payment but than the manager than told me the disconnect fee will be on next months bill and really it should not be there at all. Adams Cable no matter what I said, prove I had that I was in the right, How upset I got they refused to do the right thing and waive the fee they so wrongly put on my account. I am so upset with their service and workers that I am seriously thinking of switching to DSL service through another provider and get rid of there's including cable all together just so I do not have to be treated so badly again by Adams Cable Techs, Workers, and Managers. The ladies at the desk that work in the morning are the most rude inconsiderate people I have ever met (I get better service from those who live out of the country that you can not stand a word they say, than I do those woman who answer the phones) and I just can not understand how people like that have jobs working with customers. I truly believe because of them alone Adams Cable will lose a lot of customers.Desired Settlement: The only thing I ask for is the $50 that was wrongfully placed on my account to be taken out, and most importantly A apology from the company on their behavior towards me.

Business

Response:

May 6, 2014I 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,

Review: The only local company is Adams cable service. I've been a customer for 3 or so years now. In those 3 years I've had many waits on hold to complain to Adams about my issues never to be resolved or completed. I have been paying for a service that I do not receive everyday. I've had technicians come out to do repairs and the next day same issues. I get the run around on customer service every time I call to complain. I upgraded to a package to get an extra 150+ channels over half those channels at any time wouldn't work. Glitches, black screen, no sound or sound doesn't match the picture. I cancelled that service because I was tired of paying for a service I wasn't getting and they didn't fix. Now my regular cable is doing what the extra channels did after I cancelled and they never did that before. I am paying on time every month for a service I barely receive. A technician has been to my house over 3 times and as soon as they leave the product doesn't work again. The internet cuts out same as the cable and it can be for 1 second or all day. I get no where with customer service. I am paying for a service that doesn't work every day or at least a minimum of one channel doesn't work and is a black screen. The only reason I have stayed is because they are the only local cable company serving my area. And every month I pay for a service I do not receive. I've tried to resolve this issue with Adams only to be on hold and told managers aren't around or simply service is out right now. I can't go one day without a problem from their service and their technicians never are able to fix it. I feel they are frauding me out of my money along with many others. I got a refund once for their crappy service but the problem still isn't fixed.Desired Settlement: If my service cuts out or glitches or one channel or more isn't working I feel my bill should be lowered due to the fact I don't get 100% service from them but they will still get 100% payment from me.

Business

Response:

Adams Cable Service Response to Customer Complaint – 5/15/14I 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,

Consumer

Response:

[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]

Review: [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,

Business

Response:

June 10, 2014A service call was scheduled for this customer and completed on May 30, 2014. 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 not. The customer called back today and left me a message stating that all the issues have been resolved and her service is now working properly. She thanked me for the help,Respectfully,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,