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 locationsIn the past months Beltone has filed no less then trouble tickets a days and hardly ever is any trouble found with the service As an example they have filed trouble tickets so far in August and have been no trouble foundWe 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 serviceBCN 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 emailShould 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 distanceThere 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 $ I will have a credit issued and applied to this accounts invoice for the next billing cycleRegarding the other exchange ***-***-***, 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
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 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 [redacted] tried to reach customer service ( [redacted] ***) to obtain a legible copy of the contract, and even this required phone calls from us between 10/28-11/ We finally determined that [redacted] would/could not help us, so obtained her manager's ( [redacted] ) 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 [redacted] ) 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, [redacted] ***, DVM/owner [redacted] Regards, [redacted] ***
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 matterSincerely, [redacted] ***
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 foundSolutions 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
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 locationsIn the past months Beltone has filed no less then trouble tickets a days and hardly ever is any trouble found with the service As an example they have filed trouble tickets so far in August and have been no trouble foundWe 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 serviceBCN 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 emailShould 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 distanceThere 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 $ I will have a credit issued and applied to this accounts invoice for the next billing cycleRegarding the other exchange ***-***-***, 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
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 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 [redacted] tried to reach customer service ( [redacted] ***) to obtain a legible copy of the contract, and even this required phone calls from us between 10/28-11/ We finally determined that [redacted] would/could not help us, so obtained her manager's ( [redacted] ) 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 [redacted] ) 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, [redacted] ***, DVM/owner [redacted] Regards, [redacted] ***
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 matterSincerely, [redacted] ***
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 foundSolutions 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