Arvig

Both Patrick and Janyce were responsible parties on the accountThe responsible party can be changed to any person or personsOur customer care told both Patrick and Janyce thisHere is the history of the account: 8/10/and 8/28/- Patrick called in to disconnect the account and was aware of early termination fees11/4/- Janyce called and said that she received the responsible party change form but that she wanted to review pricing before signing itOur customer care rep told Janyce that we could not disconnect the account unless both parties agreed to it, or received the responsible party change formOtherwise one could call to disconnect and the other could call to cancel the disconnect, and it could go on and onThis is for our protection from making any unauthorized moves.11/5/- Customer care called Janyce letting her know that the October payment was returnedShe stated that she does not want to pay for October but customer care explained that they are both on the account so unless both of them come to an agreement and do a responsible party change to one of them, then they are both responsibleCustomer care gave a grace period of until 11/10/to let them figure it out11/9/- We did receive a credit card payment in full2/11/- Received the invoice back as nondeliverable, tried a new address.3/22/- Accounts receivable called Janyce to discuss outstanding balance, left a voicemail.3/22/- "Patrick refuses to pay this, he stopped paymentJanyce says it is Patrick's billPatrick said he moved out in July." 6/2/- "Talked to Patrick and he will not pay thisLeft VM for Janyce." As you can see, this is a situation that involves multiple parties so it makes it difficult on usThe final bill was printed in March with a balance of $and is now in collectionsIf the customer wants to call into our customer care I'm sure we can work something out with them even though we had multiple conversations with both parties explaining what needs to happen

This is a complaint about the Arvig installation crew. If the ethics of the service provider is anything like the installation crew, buyer beware. Arvig installed the cable on my property within the easement to service other properties, however, they went off the easement to do so. I will need to fix where their heavy equipment tore up my lawn/field and driveway, but that's not my complaint. My complaint is that they knowingly vandalized my property and broke the law to do their work. The crew drove through my fence and physically removed my no trespassing signs. This was all off the easement. Come on guys, all you had to do is ask and I would have opened the gate. No more, please keep your work within the easement. I am so tired of cleaning up after the for profit entites that have zero concern for anyone but themselves.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have NOT received the refund as of today, which was promised to me back in September already Any discussion on the additional monthly charge of $7+ dollars each month that I was charged from June to August That was never mentioned to me upon the service until I put a call in after the 1st bill that was received I specifically asked Loran what the "Excede" service would be while he was standing in my kitchen by the desk he replied everything would remain the same My bill was only $then it went up to which was the added fee & applicable taxes How is that remaining the same? I would like an explanation of why that would not be included in the refund since those are unexplained / non agreed upon charges

After discussing with Connie, who is mentioned in the customer's complaint, and checking the customer account comments I do see that the customer has been disconnected as of 8/20/with no early termination fees appliedThere is a refund check that is being processed for $and the customer
should receive that this week sometime, if they haven't alreadyAnytime a commitment is required for something, we typically require a signature from the customerIt looks like this commitment was verbal or there was a misunderstanding and we failed to get a signature from the customer so that is our fault for not following upThis is why we waived the early termination feePlease let us know if you have any other questions or concernsThank you

Due to various factors, our help desk has been understaffed so wait times have been higher than we would like for the last few monthsWe have something in place to help alleviate that pain, and have already made improvements over the last monthThe first comment I see on their account was made on
5/30/So while they might have tried to call in and gave up after long waits, they never got to our help desk to open a trouble ticket unfortunatelySince that 5/30/trouble ticket was opened, I do see at least eight times where we reached out to the customer just through June 7th (a week)Multiple trouble tickets were opened within that week including a repair on site where we rewired the set top boxes and cat 5, and replaced the troubled boxesWhile we can't always control equipment troubles, I do believe our repair department did a good job following up and working with the customerThat being said, I do see we issued a credit of one full month of their video service because of the inconvenience we have caused themThis credit was issued on 7/7/and will show up on their next invoice

Initial Business Response /* (1000, 10, 2015/09/03) */
I'm sorry for the experience you had with our companyAlthough it is true that our Frontier office is not staffed on weekends, I'm certain we could have handled that conversation and your concern differently
Although it is our standard
practice to deliver it to all homes/addresses in a coverage area, we can respect that you as an individual would prefer to return your book by having it picked up by one of our representativesRecycling is just as important to us which is why we have recycling containers in most of our locations specifically for outdated books
Please let me know directly if your book has not been properly removed and I will make arrangements for it immediatelyYou may reach me at [email protected]
Thank you for your feedbackAgain - I apologize for your initial experience with our company
Initial Consumer Rebuttal /* (2000, 12, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company offered to retrieve the unwanted/unrequested item deposited on my doorstep

Per the email response, this was actually responded to back on June 16thSee the attached letterThank you

Thank you for forwarding this on to usArvig does not require a landline phone to any customer for any of our companiesHowever, we do price and package various services and bundles that make it more attractive for the customer to have service with a landline through ArvigThe bundled package Mr
*** is on right now is something where he receives 15% off each main service since he has phone, cable TV, and internetHe, as any other customer, could subscribe only to cable tv and internet but then would only receive 10% off each of the two servicesWe encourage customers to take more services from us, therefore we provide a greater incentive the more services that are subscribed toIf the customer did disconnect phone, the rate of the high-speed internet service would also increase so that is what I assume he is referring to when he said we "require" to have a landlineAgain, it's just the pricing strategy we have because we encourage our customers to keep landline service for various reasonsThere are absolutely no requirements to have or keep a landline with usAs regulation and funding continues to shift, we are constantly looking at adjusting these policies and pricing structures so there could be changes in the near futureWe appreciate the feedback from customers so we can do the best we can to serve them.As you may be aware, most cable providers like Arvig face challenges in contract and rate negotiations with major cable carriers and programmersThose programmers continue to drastically increase their rates at whatever chance they get it seemsUnfortunately, we have to pass some of that increased cost to our subscribersWe do explain each rate increase in either a letter or bill message and on our social media and websites, and our customer care team is also well equipped with this informationWe always encourage our customers to contact us on any of this information. If the customer has any further questions or would like to discuss further, they can contact our customer care at any time, ###-###-####Thank you

In these situations we would sure like our customer to contact us so we can troubleshoot any potential issues and do our best to satisfy the customerAnytime a customer does contact us, it is documented in our customer billing systemIn looking at the account, there are no comments that the
customer has tried to contact us about any issues and no trouble orders have been dispatchedWhen the customer's service was originally installed in December of 2016, an initial speed test showed Mbps download speed and Mbps upload speed, which is right at the 25/he was quoted and installed withAs you are aware, having multiple devices and using WiFi will divide the bandwidth up and by doing a speed test off a wireless device while other devices are connected will not show the full bandwidth speeds because the 25/is shared for all devices connected to that routerIf the customer really only has one device, and uses a wired connection, that speed should be right at what was initially testedIf it's not, then we need to start troubleshooting so we can provide the customer with what they paid for and what they are provisioned for. We will contact the customer to see if any troubleshooting needs to be doneOnce again, though, we highly encourage our customers to contact us at anytime if there are any issues so we can troubleshoot themThank you

I am rejecting this response because: I have called and was advised the entire system was down.  Then I tried to call and reach them by email but both were down on Monday.  My TV still continues to go out and know one can figure it out.

We of course care about the quality of our service and even more, our customers. If there is miscommunication we do apologize but after reviewing the account, here is what I see: 7/8/16 - TV issues/troubles reported to us, a trouble ticket was opened and we contacted the customer to discuss....

Trouble shooting was done but couldn't find the problem at the time so the ticket was left open and we asked the customer to give us an update after a few days.7/11/16 - Received another message from the customer saying there are still problems and they would like somebody to come out. Dispatch sent out a technician to check on it.7/15/16 - Technician went on site to check the cable line inside the house and it looks like some repair was done on the line and that solved the problem. I don't see anything after that comment. If the customer is still having issues, please have them contact repair again so we can fix the issue. I also do not see any troubles reported on their Internet account at all, but if there are please have the customer contact us. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have NOT received the refund as of today, which was promised to me back in September already.  Any discussion on the additional monthly charge of $7+ dollars each month that I was charged from June 2015 to August 2016.  That was never mentioned to me upon the service until I put a call in after the 1st bill that was received.  I specifically asked Loran what the "Excede" service would be while he was standing in my kitchen by the desk he replied everything would remain the same.  My bill was only $49.95 then it went up to 57.98 which was the added fee & applicable taxes.  How is that remaining the same?  I would like an explanation of why that would not be included in the refund since those are unexplained / non agreed upon charges.

Since responding to the complaint, the customer left a chat message to our help desk saying "I filed a Revdex.com complaint and apparently your response is I have not complained enough about my service going out so please log my complaint as of 10:34 my system went down..." This is not what was intended by my response. My response was based on the comments that were logged into the system and that a technician was on site to replace the line. Unfortunately, it seems that did not work so another ticket was opened on 7/23/16 for the help desk to look into and it seems that it could have been a bandwidth issue possibly. During this, we received an email from the customer on 7/25, with the text: "So I am complaining again since no one want to fix their system or respond to my Revdex.com complaint but to say I have not complained enough since my connecting to your service in MAY. So again, like daily my connection dropped at 9:05 and completely went back again. I am requesting a refund of my $55 for installation as it has never been done correctly and continues to drop. Very frustrating." On the same day, 7/25, we had a helpdesk representative call the customer to try to help. There was a provisioning issue with how the IPTV was set up based on what the customer had, and miscommunication between the two parties which was causing the lack of problem solving on our end. I do see that our technician was able to figure out with the help from the customer that we provisioned only two streams where the customer needed three. The customer said she was not informed of this so that is poor communication on our end for not educating the customer and we will use this situation to better our procedures. Because we feel that we were at fault for not educating the customer, we did issue a credit for the install fee and this credit will show up on the next statement. The customer has been  notified of this credit via email.

Initial Business Response /* (1000, 20, 2015/09/04) */
Thank you for your inquiry regarding your account. I can understand how the early termination fees can come with some sticker shock.
As with most businesses, our contracts and pricing are designed to encourage customers to continue doing...

business with us. The three year contract you signed, waived installation on new services added in addition to 1/2 price rates on your services for three months. We also provided reduced rates, faster speeds and free features on your existing services based on your commitment to keep the services for three years.
As per the terms of the agreement, subscribers who terminate service prior to fulfilling the agreement will be charged all remaining recurring charges that would have been due to the company under the terms of the agreement.
We are sorry to have lost your business and would be willing to waive all fees associated (including those paid) if you would like to reinstate service with Arvig. If you do not find this option to be acceptable, I would be willing to waive $500 of the remaining early termination fees.
Please let us know if you'd like to take advantage of one of these options. We would be thrilled to have your business back!
Initial Consumer Rebuttal /* (3000, 27, 2015/09/16) */
I am willing to accept the offer of a $500 waiver leaving me at a $1500 balance as long as you will give me 10 months without interest charges to pay it off. I will pay $150 per month plus any new charges for my other services.
Final Consumer Response /* (2000, 33, 2015/09/30) */
Final Business Response /* (4000, 32, 2015/09/30) */
We agree to waive $500 of the remaining fee and will allow Mr. [redacted] 10 months to pay the remaining balance. Thank you!

It sounds like there was some confusion and misunderstanding, on both parties' account. We should have done a better job asking more questions and figuring out the situation, but we also would have liked to hear directly from the customer on more information. We will use this as an opportunity for...

improvement on our end. Also, we did have our customer care supervisor talk to the customer today to discuss this situation and make sure we are all on the same page. We waived the $99 reconnect fee, credited the late fees, and got everything set up as it should. We are also not going to start charging for the reconnected Internet service until we know everything is working properly. We appreciate the customer's business and will make sure we stay in touch with the customer. Thank you

Both Patrick and Janyce were responsible parties on the account. The responsible party can be changed to any person or persons. Our customer care told both Patrick and Janyce this. Here is the history of the account: 8/10/15 and 8/28/15 - Patrick called in to disconnect the account and was aware of...

early termination fees. 11/4/15 - Janyce called and said that she received the responsible party change form but that she wanted to review pricing before signing it. Our customer care rep told Janyce that we could not disconnect the account unless both parties agreed to it, or received the responsible party change form. Otherwise one could call to disconnect and the other could call to cancel the disconnect, and it could go on and on. This is for our protection from making any unauthorized moves.11/5/15 - Customer care called Janyce letting her know that the October payment was returned. She stated that she does not want to pay for October but customer care explained that they are both on the account so unless both of them come to an agreement and do a responsible party change to one of them, then they are both responsible. Customer care gave a grace period of until 11/10/15 to let them figure it out. 11/9/15 - We did receive a credit card payment in full. 2/11/16 - Received the invoice back as nondeliverable, tried a new address.3/22/16 - Accounts receivable called Janyce to discuss outstanding balance, left a voicemail.3/22/16 - "Patrick refuses to pay this, he stopped payment. Janyce says it is Patrick's bill. Patrick said he moved out in July." 6/2/16 - "Talked to Patrick and he will not pay this. Left VM for Janyce." As you can see, this is a situation that involves multiple parties so it makes it difficult on us. The final bill was printed in March with a balance of $320.11 and is now in collections. If the customer wants to call into our customer care I'm sure we can work something out with them even though we had multiple conversations with both parties explaining what needs to happen.

Initial Business Response /* (1000, 7, 2016/01/08) */
I have thoroughly reviewed all of the interactions on Mr. [redacted]'s account over the last year. I see that on several occasions, Mr. [redacted] contacted us to make arrangements because he was unable to pay his bill. In November, Mr. [redacted]...

started having trouble accessing a website (draftkings.com) and reached out to our HelpDesk/Technical support. Our technicians were unable to see any issues, but recommended Mr. [redacted] remove cookies, reset browser settings and review his anti virus settings. Mr. [redacted] refused to make payments due to the issues he was experiencing and we agreed to delay suspension of service for the time being.
Additionally, we changed Mr. [redacted] from a 7m service to a 23m service at no cost in case the issues with slow service were due to Mr. [redacted] utilizing too much of his subscribed bandwidth. We also added a wireless modem that would allow us to more easily access his account remotely and watch for drops in service.
Our Service team reviewed Mr. [redacted]'s account for a week after the new router was installed and speeds increased...they did not see any drops in service or maxing of bandwidth. We agreed to waive all late fees on the account and asked that Mr. [redacted] bring it current.
Unfortunately, Mr. [redacted] was unable to make the past due payment and his services were suspended. Service has since been restored and I do not see any additional comments regarding service concerns since 12/23.
We truly believe the issues were surrounding Mr. [redacted]'s usage and equipment which is why we are not issuing credit at this time. However, if Mr. [redacted] is still experiencing issues, we encourage him to reach back out to us so we can review further.

Initial Consumer Rebuttal /* (2000, 9, 2016/01/21) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me . I  am happy they fixed the problem and my TV is working great.   I think it was a misunderstanding from the start.  Thanks