Ames Comfort Heating & Air

Complaint: [redacted]
I am rejecting this response because: I feel I should only have to pay the last bill which was 90 dollars and not any late charges since this has taken so long to come to a close.
Regards,
[redacted]

C Spire does not have a record of this conversation since it took place in one of our stores.  We did send the receipt to Ms. [redacted] via email.  However, due to the fact that we do not have Ms. [redacted]'s signature, we are willing to waive this charge.  Ms. [redacted] currently has a $700...

balance.  If she will pay $321.50, C Spire will credit the difference.  We hope this is offer is acceptable.

C Spire Wireless reserves the right to protect its network by limiting data usage as provided under the terms of the Customer Service Agreement. C Spire seeks to continuously improve management of its network and service levels, and at the same time meet customer expectations for data volume,...

quality and speed. Customers are informed of C Spire’s need to reasonably manage the wireless network. The customer service agreement provides C Spire the right to limit throughput or amount of data transferred in order to protect the network: C Spire reserves the right to (i) limit throughput or amount of data transferred, deny Service and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels, and (ii) protect its network from harm, which may impact legitimate data flow. Likewise, customers are informed that C Spire may amend or cancel a service plan at any time, upon thirty days’ notice: Amendments to this Agreement must be in writing and signed by both parties, except that amendments may be tendered with thirty (30) days' notice to Customer (included with a bill or otherwise) and use by Customer of Service after such notice period shall be construed as and be acceptance of such amendment. C Spire may cancel a Service plan upon thirty (30) days' notice at any time. In accordance with the customer service agreement, C Spire sent Ms. [redacted] a notice of planned amendment of her service plan. In fact, C Spire discontinued offering its unlimited plans in November of 2014.  C Spire is working towards the orderly migration of its legacy unlimited customers  to rolling data plans, such as the 6GB rolling data plan offered to Ms. [redacted] .   Under this plan, any portion of allotted data not used in a given month is rolled to the next month, up to a cumulative maximum amount of 6GB rolled into any billing cycle.  Data passes are available for purchase, as necessary, for additional data. Ms. [redacted] is welcome to select among C Spire’s service plans to accommodate her desired usage. C Spire’s data management tools empower the customer with rolling data plans (up to the plan’s monthly limit), data balance checks at datapass.cspire.com, data overage protection and purchase of additional data using Optional Data Top Up Passes. Ms. [redacted] can make an informed choice among plans whose terms are transparent and clearly stated.

Ms. [redacted] moved her phone onto her husband's account.  This account is in his name and when she moved that over, she signed over ownership to him.  He know has total and exclusive rights to the information on that phone.  This change was made based on her choice.

Ms. [redacted] activated service on a hot spot on November 13, 2015.  Prior to this, she also had services for her existing mobile transferred to this account from another account.  Her first bill was rendered on November 7, 2015 and solely consisted of charges for the phone service in the...

amount of $67.70.  On November 13 when she added the hot spot service, the plan on her phone was changed.  On November 25th, she disconnected the service on the hot spot. Her December 7th bill was for $221.55.  Had her plan not been changed, and had the amount billed for the hot spot been totally removed, her bill would have been $67.70.  Her January 7th bill was for $226.27 which consisted of $8.78 in new charges.  She has paid this amount.  She has payed $226.27. C Spire has credited $158.57 to her account.  A refund check will be sent to her within 2 weeks.  We hope this resolves the matter.

Ms. [redacted]'s phone was activated in March of 2015.  C Spire has a 30 day guarantee on service.  As you can see, this is well past the date.  However, if Ms. [redacted] would like to return the phone, we will waive the remainder of her contractual obligation.  She can contact [redacted]...

[redacted] at 601[redacted] to arrange for this return.

Complaint: [redacted]
I am rejecting this response because: My complete complaint to the company was regarding 4g, 3g and gps signals. I understand that 4g isnt...

available even though my previous phone was able to receive it. Once I turned off 4g, my 3g signal was only a single bar. I requested an exchange multiple times during the return/exchange policy and was denied and forced to go through tech support. They refused my exchange multiple times. I spoke with someone today over the phone and they stated that the return policy listed on their site was incorrect. Once I read it aloud to them they back peddled and said she was given the wrong information. They have failed on many occasions to actually listen to my FULL complaint. Since accepting that 4g isnt available (although others in this area with this phone and carrier receive 4g service, my complaint was about the amount of 3g coverage and gps signal issues I was having as well. They continued to harp on the 4g aspect even though I accepted their answer regarding that service. Most days I have 1 bar of service or NO BARS of service. Every time a rep calls me regarding this I get different conflicting information. I wanted to exchange the device for multiple reasons and was denied although I was with in the policy. They have bold face lied about the exchange policy on several occasions. The point being I am now very far out of the policy. This is a complete copy of the exchange policy from their site. Return & Exchange PolicyProduct returns are only accepted at C Spire retail locations.30-Day Money Back Guarantee:If not completely satisfied within 30 days after activating service, return your equipment to one of our stores for a refund of the cost of equipment along with any activation fees. Overage and roaming charges are not refundable. Damaged equipment is not eligible for a refund. Equipment must be returned in its original condition.Returning/Exchanging Equipment:You may return or exchange your device or accessory once within 14 days of purchase. All device exchanges will be subject to a Restocking Fee of $15 or $35, dependent on device type, due at the time of exchange. Refurbished devices or devices purchased without a service agreement may be exchanged, but will not be accepted for return. Any device may be returned within 30 days of activating service if you deactivate service with C Spire Wireless. If you surrender your old device to C Spire as a trade-in for credit toward purchasing a new device, it becomes the property of C Spire and will not be returned to you. Promotional offers are one-time only offers and are not transferable to a second device in cases of exchanges or returns.Accessories such as Bluetooth® headsets, wired earbuds/headsets, batteries, screen protectors and memory cards may not be returned or exchanged unless the item is unopened, in its original packaging and unused. Items purchased at a discounted price can be exchanged or returned for the discounted price only. Items received for free can only be exchanged for items of equal value. No refunds are given for free items.You must have the receipt and packaging from the original purchase for all returns and exchanges. Returns are only accepted at C Spire retail locations.Prepaid service payments are non-refundable and non-transferable. At no time was I allowed to exchange or return the device. Regardless of what my issue was I had a right to an exchange during that time and I was forced to go through tech support which in no way shape or form is part of the exchange policy. I even asked the store location to just return it and allow me to use my previous phone and was DENIED although I was still inside the policy. I travel to Mississippi often and do not receive 4g where they guarantee 4g coverage. I only get 2 bars of 3g in those areas. After troubleshooting with Samsung for at least a week they determined the receptor (I do not have the technical terminology for it) in the phone is bad. Regardless of the issue I was having I should have been able to return or exchange the phone. Their response to you all even completely misses the point that they denied me the opportunity to get a new device when I requested DURING THE RETURN/EXCHANGE POLICY
Regards,
[redacted]

If Ms. [redacted] continues to be unhappy with our service, we are willing to allow her to return any phones under contract and disconnect her service without an early termination fee.

Complaint: [redacted]
I am rejecting this response because:The reps never informed me there could be a charge and the Apple Supervisor told the Cspire Supervisor had the phone been sent to Apple there would have been no charge.  Further, the claim that there was no issue with the phone was not verified by Apple as Apple never had the opportunity to inspect the phone.  In another strange twist of fate, the replacement phone did not have the same issue.  The Cspire Rep erased the phone settings not me and I had no control over what that rep did.  When Apple tells me they had never received the phone and that was the point of AppleCare for me, the customer, not to incur any cost that is what I expect.  I feel the entire amount should be refunded due to the response from Apple.  Since this incident, I have had service issues where the phone will not ring, etc... which I suspect is a result of this complaint.  This incident has undermined my confidence in Cspire is more likely to cause my departure for another more reputable carrier that does not misrepresent the facts/truth to their customers.
Regards,
[redacted]

Ms. [redacted]'s service was past due at the time.  There were 2 outstanding bills.  The text message is a courtesy to avoid interruption of service.  If Ms. [redacted] will pay each bill on or before the due date there should be no issues.  We will not be honoring the...

request for any refunds.

C Spire Wireless reserves the right to protect its network by limitingdata usage as provided under the terms of the Customer Service Agreement. C Spire seeks to continuouslyimprove management of its network and service levels, and at the same time meetcustomer expectations for data volume, quality...

and speed. Customers are informed of C Spire’sneed to reasonably manage the wireless network. The customer service agreementprovides C Spire the right to limit throughput or amount of data transferred inorder to protect the network: C Spire reserves the right to (i) limit throughput or amountof data transferred, deny Service and/or terminate Service, without notice, toanyone it believes is using the Service in any manner prohibited above or whoseusage adversely impacts its network or service levels, and (ii) protect itsnetwork from harm, which may impact legitimate data flow.Likewise, customers are informed that C Spire may amend orcancel a service plan at any time, upon thirty days’ notice: Amendmentsto this Agreement must be in writing and signed by both parties, except thatamendments may be tendered with thirty (30) days' notice to Customer (includedwith a bill or otherwise) and use by Customer of Service after such noticeperiod shall be construed as and be acceptance of such amendment. C Spire maycancel a Service plan upon thirty (30) days' notice at any time. Inaccordance with the customerservice agreement, C Spire sent Ms. [redacted] a notice of plannedamendment of her service plan. Infact, C Spire discontinued offering its unlimited plans in November of2014.  C Spire is working towards the orderly migration of its legacyunlimited customers  to rolling dataplans, such as the 6GB rolling data plan offered to Ms. [redacted].   Under this plan, any portion of allotted datanot used in a given month is rolled to the next month, up to a cumulativemaximum amount of 6GB rolled into any billing cycle.  Data passes are available for purchase, asnecessary, for additional data. Ms.[redacted]is welcome to either change to the 6GB rolling data plan or she is also free toselect among C Spire’s service plans to accommodate her desired usage. CSpire’s datamanagement tools empower the customer withrolling data plans (up to the plan’s monthly limit), data balance checks at datapass.cspire.com,data overage protection and purchase of additional data using Optional Data TopUp Passes. Ms. [redacted] can make an informedchoice among plans whose terms are transparent and clearly stated.

C Spire has credited Mr. [redacted] $148.46.  We hope this resolves this issue.

C Spire bills the monthly recurring plans a month in advance.  When Mr. [redacted] was billed on November 18, 2014, this was for the billing cycle November 19th through December 18th.  Mr. [redacted] ported his numbers on November 28th.  C Spire kept the service active under a changed number...

through December 18th.  This process is clearly defined in C Spire's terms and conditions.  Due to the fact that C Spire continued to provide this service through that time, we hope this explains the billing and resolves the question in this matter.

We mailed this customer a letter to the address that was provided on today, January 25, 2017, showing where this customer ported out their mobile number to another carrier on September 16, 2016, and they where charged $120.00 in early termination fees. This customer is no longer an active customer...

with C Spire but this customer still owes C Spire a total of $529.52 and that amount will need to be paid to C Spire.

This customer's complaint to C Spire after she received her new device was regarding 4G services in Memphis.  Changing devices will not resolve her 4G concerns.  C Spire will not be allowing an exchange on this customer's device that is 7 months old.  If customer wishes to get another device then she can explore her upgrade options.

C Spire will be glad to swap this phone out through the warranty process.  This will require the phone to be sent to our repair center.  Once it is determined that it is an issue covered under warranty, it will be replaced.  Our customer can call 855CSPIRE5 for details.

C Spire has never had a standalone $50 Unlimited Everything rate plan.  C Spire use to have $80/ $50 plans where it charged $80 for the first line and $50 for the second line but you had to have two lines that were paired together in order to get the rate plans at that price.  If a customer only had one line then the price of that line was $80 not $50.   This customer has only had one line with C Spire since December, 2015; therefore, this customer's plan cost was $80 per month.

C Spire has refunded the $129 due to Mr. [redacted]'s long time patronage.  We will be glad to inspect the device he is using now and be glad to offer a warranty placement if it the situation appears to be a warrantable issue.

If a customer suspends their line it does not stop the billing.  Suspending a line/ mobile number only stops an individual from using the line but the mobile number itself is still active.  If a customer wishes to not receive any subsequent bills then they will need to disconnect their...

line instead of suspending it.

Mr. [redacted] is incorrect in his assessment.  C Spire does not throttle speeds on data services.  The next time he feels his speed is not up to the norm, he should call our customer care center at 855CSPIRE5 to file a technical complaint.