BCN Telecom, Inc.

Complaint: ***
I am rejecting this response because:
We are continuing to be extremely dissatisfied with the service we received from BCN while they were our phone company. Our account number with them was ***. They are attempting to claim that we owe them an early termination of service fee (plus late fees now), and I believe that they provided us such poor service that we had no other option but to find a better phone service for our small animal veterinary clinicIn July 2014, while under contract with BCN, we were experiencing difficulty with our phone lines. We had a tremendous amount of static and could not use them for either incoming nor outgoing calls. We contacted BCN on two occasions, and they maintained the problem was on the internal phone lines, and thus not their problem. We hired an independent IT contractor who found that the problem was between the phone pole and the building - i.eit was BCN's problem to fix. We attempted many times to relay this information to BCN to attempt to get them to repair it, but they repeatedly did not return phone calls, nor when we spoke to their representatives would they concede that it was their lines that were at fault and thus they should come repair them. We absolutely needed to be able to use our phones to conduct daily business, and so after months of arguing with BCN (and having static on our lines!), in mid-September we changed to a locally based internet carrier for phone service (with whom we've been well pleased). After this, BCN then sent us a certified letter informing us that we owed them a fee of $for early termination of contract. Our office manager *** *** tried to reach customer service (*** ***) to obtain a legible copy of the contract, and even this required phone calls from us between 10/28-11/24. We finally determined that *** would/could not help us, so obtained her manager's (*** ***) direct line, called him twice on 11/and 11/4, and he finally returned our call on 11/On 11/17/we submitted a complaint to the Revdex.com of NJ (ID ***) and were told that we would be informed when BCN replied. We received another message on 1/15/that BCN would not agree to a voluntary settlement. Finally on 2/16/15, BCN deigned to reply with the requested information of their version of the dispute. In early January BCN harassed our bill paying company directly trying to get them to issue a check to cover the fees. On 1/12/we contacted the VT Attorney General's office for some assistance with our complaint; on 1/they forwarded it to Consumer Affairs and Public Service DepartmentThroughout all of our dealings with BCN, they have provided substandard service, and their customer representatives have been extremely difficult to reach and have not helped when they do finally return calls. I do not believe we should be forced to stay in a contract with such a poorly run companySincerely, *** ***, DVM/owner *** *** ***
Regards,
*** ***

[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,
*** ***

Complaint: ***
So, just to be clear, this message means that we do not owe BCN any money - either the early termination fee or the ensuing late charges for not paying the early termination fee, correct? Thank you for your help in this matterSincerely, *** ***

Regarding the compliant filed by [redacted] from Beltone Hearing Aid Center.  We have worked with Beltone and [redacted] for some time to try and help them with their service issues, we have let them out of their contract with us and BCN Telecom is currently providing service to a few...

of their locations. In the past months Beltone has filed no less then 3 trouble tickets a days and hardly ever is any trouble found with the service.  As an example they have filed 20 trouble tickets so far in August 2015 and 19 have been no trouble found. We have asked repetitively for Beltone to give us call samples for the trouble tickets they are filing, we never receive these samples.  This samples are vital in helping us find the issue.  We have called and spoken to the employees in the Beltone locations when we receive a trouble ticket and are told that that issue was from last week or they have not had that problem in a long time.  BCN and the underlying carrier can not work a service issue if the issue is not happening at the time we are informed about the issue.  BCN has also asked Beltone to check their programming, because we believe that is were the problems are occurring, but have yet to receive a response if this has been done recently.  We are doing the utmost to work with Beltone, but if they cannot give us timely information or complete information when putting in a trouble ticket, there is not much we can do to see if there are truly problems with the service. BCN Telecom’s Repair Manager has been handling the Beltone issues with [redacted].  It has come to the point that the Repair Manager will only deal with [redacted] through email because of the aggressive and foul language that is used by [redacted].  Also the harassing and inappropriate suggestions that have been said to our Repair Manager I am not able to repeat them in this email. Should you have any questions or concerns please contact me. | [redacted] |Manager – Human Resources | BCN Telecom Inc.

Complaint: [redacted]
I am rejecting this response because:
We are continuing to be extremely dissatisfied with the service we received from BCN while they were our phone company.  Our account number with them was [redacted].  They are attempting to claim that we owe them an early termination of service fee (plus late fees now), and I believe that they provided us such poor service that we had no other option but to find a better phone service for our small animal veterinary clinic. In July 2014, while under contract with BCN, we were experiencing difficulty with our phone lines.  We had a tremendous amount of static and could not use them for either incoming nor outgoing calls.  We contacted BCN on two occasions, and they maintained the problem was on the internal phone lines, and thus not their problem.  We hired an independent IT contractor who found that the problem was between the phone pole and the building - i.e. it was BCN's problem to fix.  We attempted many times to relay this information to BCN to attempt to get them to repair it, but they repeatedly did not return phone calls, nor when we spoke to their representatives would they concede that it was their lines that were at fault and thus they should come repair them.  We absolutely needed to be able to use our phones to conduct daily business, and so after 2 months of arguing with BCN (and having static on our lines!), in mid-September we changed to a locally based internet carrier for phone service (with whom we've been well pleased).  After this, BCN then sent us a certified letter informing us that we owed them a fee of $2515.89 for early termination of contract.  Our office manager [redacted] tried to reach customer service ([redacted]) to obtain a legible copy of the contract, and even this required 10 phone calls from us between 10/28-11/24.  We finally determined that [redacted] would/could not help us, so obtained her manager's ([redacted]) direct line, called him twice on 11/3 and 11/4, and he finally returned our call on 11/24. On 11/17/14 we submitted a complaint to the Revdex.com of NJ (ID [redacted]) and were told that we would be informed when BCN replied.  We received another message on 1/15/15 that BCN would not agree to a voluntary settlement.  Finally on 2/16/15, BCN deigned to reply with the requested information of their version of the dispute.  In early January BCN harassed our bill paying company directly trying to get them to issue a check to cover the fees.  On 1/12/15 we contacted the VT Attorney General's office for some assistance with our complaint; on 1/21 they forwarded it to Consumer Affairs and Public Service Department. Throughout all of our dealings with BCN, they have provided substandard service, and their customer representatives have been extremely difficult to reach and have not helped when they do finally return calls.  I do not believe we should be forced to stay in a contract with such a poorly run company. Sincerely, [redacted], DVM/owner [redacted]  
Regards,
[redacted]

Regarding the compliant filed by [redacted] from Beltone Hearing Aid Center.  We have worked with Beltone and [redacted] for some time to try and help them with their service issues, we have let them out of their contract with us...

and BCN Telecom is currently providing service to a few of their locations. In the past months Beltone has filed no less then 3 trouble tickets a days and hardly ever is any trouble found with the service.  As an example they have filed 20 trouble tickets so far in August 2015 and 19 have been no trouble found. We have asked repetitively for Beltone to give us call samples for the trouble tickets they are filing, we never receive these samples.  This samples are vital in helping us find the issue.  We have called and spoken to the employees in the Beltone locations when we receive a trouble ticket and are told that that issue was from last week or they have not had that problem in a long time.  BCN and the underlying carrier can not work a service issue if the issue is not happening at the time we are informed about the issue.  BCN has also asked Beltone to check their programming, because we believe that is were the problems are occurring, but have yet to receive a response if this has been done recently.  We are doing the utmost to work with Beltone, but if they cannot give us timely information or complete information when putting in a trouble ticket, there is not much we can do to see if there are truly problems with the service. BCN Telecom’s Repair Manager has been handling the Beltone issues with [redacted].  It has come to the point that the Repair Manager will only deal with [redacted] through email because of the aggressive and foul language that is used by [redacted].  Also the harassing and inappropriate suggestions that have been said to our Repair Manager I am not able to repeat them in this email. Should you have any questions or concerns please contact me. | [redacted] |Manager – Human Resources | BCN Telecom Inc.

Concerning the complaint filed by [redacted] regarding local calls being billed as long distance. There are multiply numbers on this account with BCN Telecom, residential and business numbers.  These numbers bill on the same invoice...

but are in separate locations.   One of the reasons the customer was charged long distance rates was the underlying carrier had the exchange [redacted] keyed into their system incorrectly, this issues was corrected by the carrier.  The over charges for these calls between April and June was approximately $1.26.  I will have a credit issued and applied to this accounts invoice for the next billing cycle. Regarding the other exchange [redacted], since this number is in a different location the calls dialed from this location  are considered long distance by the carrier and are being charge correctly.  So the customers calls the same number but from different location, the calls are treated as long distance.   Unfortunately there is nothing we can do about the difference in location, the calls will be charged by the location of the phone line.   Should you have any questions or concerns regarding this matter, please contact me.    | Kathleen G |Manager – Human Resources | BCN Telecom Inc.

Concerning the complaint filed by [redacted] from [redacted].  BCN Telecom believes that [redacted] issue was dealt with in an expeditious and professional manner.  BCN Telecom was surprises that [redacted] filed a complaint with the Revdex.com and the state of Vermont.  BCN had [redacted] check out the line and no trouble was found. Solutions for this issue were offered to [redacted] but they refused to accept.  To settle this manner because BCN feels that even though we set up a contract in good faith with the customer, which they signed stating that there would be a early termination fee, BCN is willing to drop the early termination fee this one time since we feel there is no other alternative that would be beneficial to BCN Telecom.   We are sorry to be losing a customer in this manner.  BCN strives to prove excellent service to all of our customers.    Should you have any questions or concerns regarding this matter, please contact me.

Complaint: [redacted]
So, just to be clear, this message means that we do not owe BCN any money - either the early termination fee or the ensuing late charges for not paying the early termination fee, correct? Thank you for your help in this matter. Sincerely, [redacted]

Review: We have been experiencing daily issues with BCN services for all of our 25 locations. We call them daily for technical support. The problems we experienced at our 25 locations are not fixed and are repetitive (need constant tech support from BCN along with one of our staff). We have spoke with many BCN reps along with Managers at BCN. Still today we can't have a permanent resolutions for all our 25 locations and this is costing our corporation in different avenues including our patients not being able to contact our 25 offices most of the time.Desired Settlement: Termination type of services with porting out all numbers

Business

Response:

Regarding the compliant filed by [redacted] from Beltone Hearing Aid Center. We have worked with Beltone and [redacted] for some time to try and help them with their service issues, we have let them out of their contract with us and BCN Telecom is currently providing service to a few of their locations. In the past months Beltone has filed no less then 3 trouble tickets a days and hardly ever is any trouble found with the service. As an example they have filed 20 trouble tickets so far in August 2015 and 19 have been no trouble found. We have asked repetitively for Beltone to give us call samples for the trouble tickets they are filing, we never receive these samples. This samples are vital in helping us find the issue. We have called and spoken to the employees in the Beltone locations when we receive a trouble ticket and are told that that issue was from last week or they have not had that problem in a long time. BCN and the underlying carrier can not work a service issue if the issue is not happening at the time we are informed about the issue. BCN has also asked Beltone to check their programming, because we believe that is were the problems are occurring, but have yet to receive a response if this has been done recently. We are doing the utmost to work with Beltone, but if they cannot give us timely information or complete information when putting in a trouble ticket, there is not much we can do to see if there are truly problems with the service. BCN Telecom’s Repair Manager has been handling the Beltone issues with [redacted]. It has come to the point that the Repair Manager will only deal with [redacted] through email because of the aggressive and foul language that is used by [redacted]. Also the harassing and inappropriate suggestions that have been said to our Repair Manager I am not able to repeat them in this email. Should you have any questions or concerns please contact me. | [redacted] |Manager – Human Resources | BCN Telecom Inc.

Review: In early July, we were experiencing problems with our phone lines. There was so much static on the line that we were unable to hear client's incoming calls or make outgoing calls. We contacted BCN on two occasions. They maintained that the problem was internal, and not theirs to deal with. We then hired an independent IT contractor who diagnosed that the problem was BCN's (that the problem was between the telephone pole and the building). We changed to an internet carrier after being dissatisfied with customer service. BCN then sent a certified letter demanding we either pay $2515.89 for the broken contract, or we could return to them for telephone service. We have repeatedly asked for a copy of the contract, but have only been sent an illegible copy of the original. We have contacted customer service on nine separate occasions without resolution. [redacted] has not referred us to the manager, [redacted]. When calling the manager on his direct line, he will not return calls. We feel that because we were not happy with the service, we should not be bound to the contract.Desired Settlement: We are much more satisfied with both the service and customer service of our new telecommunications provider. We do not want to be forced back into the remainder of the 3 year contract with BCN, nor do we feel we should have to pay the remainder of the contract for substandard service from them.

Business

Response:

These notes are the conversation my customer service department had with the [redacted] which covers what occurred with this account. Apparently they signed a contract with a new provider and did not know if it could be broken. My assumption is that the new provider would charge them a early termination fee for switching the service back to BCN. On 7/7/14 the customer called in to repair advising that they had static on the line [redacted] ran a test on the line through [redacted] and the test came back line OK. The ticket was opened at 10:14am and closed at 4:37pm with [redacted] confirming that the line was clear. 0341 - Network Interface - All ---- 610 - Trouble Came Clear [redacted] confirmed that line is clear They called back again on 8/11/2014 and we advised her that the line tested OK. [redacted] reported static on 8022345338. MLT: 0, TEST OK. Advised of test results, $110.00 NTF fee per line, tech access limit and troubleshooting at the NID. She understood the above, will check at the NID and call back if a DPO is needed. On 9/19/2014 we received a Loss Line Report advising that the customer had ported their services away on 9/15. The customer was sent a letter stating that the early term fee would be applied to the account on the 11/1/2014 invoice. After receiving the invoice the customer called back to dispute the contract. On 11/14/2014 the customer advised [redacted] that she going to try to bring the services back to us, however, they were in a contract with their new provider and didn’t know if it could be broken… During a subsequent conversations [redacted] stated that she never signed a contact. We sent her a copy of the contract which she then said was not legible.(The copy we have is what the previous office manager sent us). I sent her a new .pdf of the contract so that she could read all of the verbiage. She then advised that the signature on the contract was actually a rubber stamp that the previous office manager used and that the owner was unaware they were in a contract. I spoke to her in November advising her that on both occasions of her calling in for trouble on her service the lines tested OK. Had we dispatched out and [redacted] found that the trouble was inside wiring she would be billed a NTF (No Trouble Found) fee and that she would then have to contact an inside vendor. If the trouble were found on the [redacted] side of the demarc there would be no charge and the problem would be fixed. On both occasions she opted not to dispatch out. | [redacted] |Manager – Human Resources | BCN Telecom Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We are continuing to be extremely dissatisfied with the service we received from BCN while they were our phone company. Our account number with them was [redacted]. They are attempting to claim that we owe them an early termination of service fee (plus late fees now), and I believe that they provided us such poor service that we had no other option but to find a better phone service for our small animal veterinary clinic. In July 2014, while under contract with BCN, we were experiencing difficulty with our phone lines. We had a tremendous amount of static and could not use them for either incoming nor outgoing calls. We contacted BCN on two occasions, and they maintained the problem was on the internal phone lines, and thus not their problem. We hired an independent IT contractor who found that the problem was between the phone pole and the building - i.e. it was BCN's problem to fix. We attempted many times to relay this information to BCN to attempt to get them to repair it, but they repeatedly did not return phone calls, nor when we spoke to their representatives would they concede that it was their lines that were at fault and thus they should come repair them. We absolutely needed to be able to use our phones to conduct daily business, and so after 2 months of arguing with BCN (and having static on our lines!), in mid-September we changed to a locally based internet carrier for phone service (with whom we've been well pleased). After this, BCN then sent us a certified letter informing us that we owed them a fee of $2515.89 for early termination of contract. Our office manager [redacted] tried to reach customer service ([redacted]) to obtain a legible copy of the contract, and even this required 10 phone calls from us between 10/28-11/24. We finally determined that [redacted] would/could not help us, so obtained her manager's ([redacted]) direct line, called him twice on 11/3 and 11/4, and he finally returned our call on 11/24. On 11/17/14 we submitted a complaint to the Revdex.com of NJ (ID [redacted]) and were told that we would be informed when BCN replied. We received another message on 1/15/15 that BCN would not agree to a voluntary settlement. Finally on 2/16/15, BCN deigned to reply with the requested information of their version of the dispute. In early January BCN harassed our bill paying company directly trying to get them to issue a check to cover the fees. On 1/12/15 we contacted the VT Attorney General's office for some assistance with our complaint; on 1/21 they forwarded it to Consumer Affairs and Public Service Department. Throughout all of our dealings with BCN, they have provided substandard service, and their customer representatives have been extremely difficult to reach and have not helped when they do finally return calls. I do not believe we should be forced to stay in a contract with such a poorly run company. Sincerely, [redacted], DVM/owner [redacted]

Regards,

Business

Response:

Concerning the complaint filed by [redacted] from [redacted]. BCN Telecom believes that [redacted] issue was dealt with in an expeditious and professional manner. BCN Telecom was surprises that [redacted] filed a complaint with the Revdex.com and the state of Vermont. BCN had [redacted] check out the line and no trouble was found. Solutions for this issue were offered to [redacted] but they refused to accept. To settle this manner because BCN feels that even though we set up a contract in good faith with the customer, which they signed stating that there would be a early termination fee, BCN is willing to drop the early termination fee this one time since we feel there is no other alternative that would be beneficial to BCN Telecom. We are sorry to be losing a customer in this manner. BCN strives to prove excellent service to all of our customers. Should you have any questions or concerns regarding this matter, please contact me.

Consumer

Response:

Review: [redacted]

So, just to be clear, this message means that we do not owe BCN any money - either the early termination fee or the ensuing late charges for not paying the early termination fee, correct? Thank you for your help in this matter. Sincerely, [redacted]