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Bell Aliant Reviews (275)

Initial Business Response /* (1000, 7, 2016/06/13) */
Dear [redacted]

Per our conversation this morning regarding a $[redacted] deposit refund you are requesting. Please see the attached bill register as we are showing this deposit was released to your Bell Aliant account...

[redacted]

In October 2014 there was an account setup under [redacted] to install Bell Aliant services with a $[redacted] deposit to be paid. The deposit was made towards this account. However, there was an account also established under [redacted] as [redacted] was requested to bring this # to Bell Aliant from another provider.

The deposit of $[redacted] was transferred from the old account [redacted] to the new account [redacted] but should have been held on your account as a deposit instead of being applied as a credit for $[redacted] There was a misapplied payment of $[redacted] that was also transferred from [redacted] to [redacted]. I hope that this information has been helpful.

Bell Aliant has closed this complaint.

Thanks
[redacted]

Initial Business Response /* (1000, 5, 2015/11/18) */
I spoke with Mr. [redacted] today November 18, 2015 and apologized for the service he received. The offer by Bell Aliant is for $[redacted] for 36months and not $[redacted]5 that was offered by one of our sales agent. There was no signed agreement showing...

this offer. I thanked him for bringing this to our attention and have forwarded this to the appropriate department for coaching purposes.
Bell Aliant has closed this complaint.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 7, 2016/08/09) */
refund has been issued as of today, this can be closed, I will contact bell to reinstate the correct payment as soon as I can. THank you.

Initial Business Response /* (1000, 5, 2015/08/10) */
After investigation I determined that this customer previously had a home phone number with Bell Aliant that had TV service tied to it. The phone number is now in use under a different customer's name and when they rented movies it was still...

showing tied to the previous customer in error. I have corrected both accounts to ensure proper billing go forward. I spoke with the customer that submitted the complaint and explained to him what had taken place and that I had corrected the problem. I explained if there were any movies rented between the last bill date and today there may be charges on his bill. I provided him with my contact information and told him to call me if this happens and I will adjust the charges.

Initial Business Response /* (1000, 5, 2015/07/20) */
Bell Aliant contacted the customer and reviewed her account. We confirmed that the the work orders to disconnect were all cancelled as per the customer's request. Their internet service was disconnected in error and then reconnected the same...

day. An adjustment of $40.00 was applied to the customer's account along with a monthly loyalty credit of $13.00/month for 1-year. Customer is happy with the resolution. Bell Aliant and the customer now consider the issue resolved and closed to the satisfaction of both parties.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company reconnected service and gave a credit for my inconvenience and for earlier poor service. I would still welcome a written acknowledgement and apology, but this is not contingent on accepting that the case is closed. I hereby accept that the case is closed to my satisfaction. Thank you.

Initial Business Response /* (1000, 5, 2017/01/12) */
I spoke with [redacted] on January 9, 2017 and apologized for the misunderstanding of her complaint with Student promotions.
Our student promotions run for only 12 months and each does have an expiry date. Students are welcome to...

reapply for service when their promotion expires but there is no guarantee that there will be available promotions as our services, pricing, and promotions are all subject to change.
Monthly bill statements do show the expiry date for when the promotion ends. It is the customer's responsibility to ensure they review their bill statement and contact Bell Aliant to question any charges they are not familiar with. This would be your notification for the expiry of the promotion.
[redacted] has been advised by previous customer service agents that she does not quality for another student promotion. I have offered a $[redacted] loyalty/retention credit to the customer for 12 months but was not accepted. I confirmed the customers email address for bill statements and should she have any issues with seeing current and/or past bills, she would need to contact technical support.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bell Aliant are not being honest, once again. This issue is not resolved or closed. They did not give any details as to the new agreement in writing as I requested. I also requested all my monthly bills once again from the company through email or [redacted]. I have not received anything since my last correspondence with Bell.
Bell states that they offered $** a month reduction for 12 months. They did not state when this begins or ends, nor the fact that I was forced to pay "their" full outstanding amount to keep my service in the amount or $[redacted]
Final Business Response /* (4000, 9, 2017/01/24) */
I have offered a $[redacted] loyalty/retention credit to the customer for 12 months. If accepted I would apply this offer effective January 2017 and would expiry January 2018.
I confirmed the email address where customer receives notification that her Bell Aliant bill is ready for viewing. Should the customer have issues not receiving and/or viewing her bills she is to contact Internet technical support at [redacted]. I am providing [redacted] copies of her Bell Aliant statements via email for Oct 2016 to Jan 2017.
Final Consumer Response /* (2000, 11, 2017/01/**) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Response to Revdex.com complaint ID [redacted] concerning Mr. and Mrs. [redacted].I will respond with both what our records show and what I am able to remember.  With this project I met with Mrs. [redacted] mainly for this project although Mr. [redacted] was around.  I initially gave them the proposal on the 30th of April and set a date for what we call a design and selection process.  I personally was with the [redacted]s as we went to each showroom and selected fixtures, floor covering, tile, counter tops and cabinets.  At the end of this day I gave them a project start date of Monday June 16th.  I assured them that would be when we would start.  At the time in 2014 when we did this project we normally did not call until a couple of days ahead of time and touch base with arrival times for the morning of the project.  I received a call the week of June with concerns from Mrs. [redacted] about her selections and she stated she was wanting to view them all again to make sure that she was comfortable with all colors and finishes.  I picked up all tile, floor covering and counter top selections and set a time of Friday June 13th to take them back to her even though everything had been ordered at that point.  After viewing all selections she stated she would like to see one of her kitchen cabinet doors with her other selections so I set up a time to bring them back on Saturday June 14th after picking up a door from the cabinet maker.  At this visit I also went over the scope of work and contract again and tried to be very detailed with everything.  On both the Friday and Saturday meeting times I looked at the kitchen space, which was stacked high with many items covering counter top surfaces and packed in cabinets, and inquired if things would be cleaned out before Monday June 16th. I even offered to get them some totes and they said it would not be necessary.  I did state the large things that were furniture items my techs would and could help them move.  I will state that while I met with Mrs. [redacted] on Saturday June 14th she stated that everything looked good to her, that being said she did express an interest in still doing anything we could to bring cost down from what we proposed.  This is not an exceptionally unusual conversation and I assured her we would throughout the project work to do so in areas of drywall repair and painting.When my techs arrived on site on Monday June 16th it did not appear that any dent had been made in removing items from the kitchen area.  The kitchen and dining area total dimensions is 18.25’ x 13’. Normally two people working two days and a night as claimed could clean out a space of this size.  Even if items were stacked to the ceiling and that was not the case.  After receiving the call from the remodeling techs on site stating things were not removed from the space I emptied totes and boxes at our office and drove to the site to help.  I took along about 6-8 totes and quickly realized it would not be enough.  Leaving the site I went to [redacted] and purchased another 15+ totes of the largest size they had and went back to help remove items.  Our contract states plainly that if this specific occurrence happens we will bill time and cost to help remove items.  I decided to try and help out and be understanding and never brought up charging for this and never invoiced any time due to our lost time.  There was a total of three techs and myself on site involved in getting the kitchen cleaned out.  In total we removed 20+ large totes small items and other larger items that would not go in totes from this small kitchen.We had requested a small dumpster from the company we use to supply debris removal from.  Unfortunately they brought a large one because they did not have a small dumpster available that day.  The project manager quickly realized what we already knew and had them remove the dumpster.  The owner of the container company apologized and brought one of his personal pickup trucks to the site for us to load debris on.  There was never a dump truck on site.  I left after getting things to a manageable state on the project.  My project manager and the few subs we do use operate very clean projects for the type of work we do.  There was a dust barrier taped off between the kitchen/dining area and the living room on the first day.  Our scope of work states that we will cover all floors inside the home, since we were removing all the floor coverings in the kitchen, hall and bath areas we worked in we did not cover them.  The carport is a stamped concrete surface with dirt and grime from many pets on it and the driveway is asphalt.  After our demo and phase our drywall guys started on the drywall repair.  After the first visit from the drywall crew I received a text from Mr. [redacted] about the quality of the work and the cleanliness of the site.  I dropped my scheduled appointments in a neighboring county and drove directly there to meet with both Mr. and Mrs. [redacted].  Once arriving and listening to Mr. [redacted] for over 10 minutes he left and I was able to talk to Mrs. [redacted] about his concerns.  There were at most 20 dime size or smaller spots of drywall compound on the carport and asphalt driveway outside and a 2” x ¼” splash of compound on the interior of the kitchen window glass.  The drywall crew normally sweeps after each day and cleans up completely after two or three days of work depending on the size of project.  I assured Mrs. [redacted] that all of the spots would come off with a sponge and water and at that time left to buy a sponge and bucket and came immediately back and cleaned things up.  Another issue that Mr. [redacted] was concerned about was areas on the dining and hall way walls that were already there from previous picture hanging and wear over the years.  We would not normally address areas that we were not working in even if they are beside where we were working especially in light of the conversation I had with Mrs. [redacted] about reducing cost.  Along with these areas he pointed out areas that were not smooth although we were just at the first coat stage of compound application.  He also had concerns about the smoothness of wall areas behind where the new cabinets would be installed.  I had discussed with Mrs. [redacted] that one way to reduce drywall cost was to first and second coat the compound in those areas but not final coat areas to be covered by cabinets and tile splash and she stated she was fine with this approach due to cost savings.  A half inch gap around the window jambs of existing board was also pointed out but when we don’t replace board we normally do not fill existing gaps that will be covered with casing.  Another issue was the fact the drywall crew had mixed compound in their grass and that left some residue behind on the grass and on the hose nozzle.  This is unfortunate but short of mixing on the carport or driveway there was not another convenient area to mix compound in.  I did with water and a sponge, clean the hose nozzle and spray the compound out of the grass with the hose.  After meeting with the [redacted]s I discussed the with leader of the drywall crew all of their concerns and we addressed all issues brought up at our expense even though we were not contractually obligated to do so in the hall way and dining areas once again in light of the conversation of reducing cost.Throughout the project we continued to give in areas like the painting.  The existing door hinges and hardware had paint on them from previous paintings and we were blamed for painting them.  Once again we simply tried to take the high road and did not argue at this point as it was still our objective to try and satisfy Mr. and Mrs. [redacted].  In any project where older and much worn board and trim is worked with it is difficult to achieve perfect new condition. We did strive to do so.When it was time to install floor covering the installer had a conversation with one of the [redacted]s (which one is one thing that I am not sure about because I was not directly involved and it has been some time since it was all relayed to me) about how they would like the carpet in the hall area to end and the LVT tile in the kitchen area to begin.  Based on what one of the [redacted]s expressed he installed the floor covering.  Over the next few days there were conversations that they did not really agree on what was best resulting in meeting with both of them to decide what would make them happy.  After discussion it was decided that they were not satisfied with where one floor covering ended and another started.  Once again I agreed to change it for them at no cost in an effort satisfy their wants.  We did have to order more tile and reschedule the installer.  This took time and also created installing new trim and additional painting once it was all done again.  Again I met with them on a list of concerns that mostly have been covered in the previous paragraphs and agreed to do everything that was ask.  This did take time to schedule the proper people to address and due to a continually busy schedule on all of our techs and subs it did take time to resolve some of the issues.  At this meeting after hearing their comments about not having signed a contract through a couple subcontractors and our project manager I brought this subject up.  Currently at this time in 2014 we did business mostly on a handshake.  With our extensive design and selection phase and multiple meetings purpose of intent is clearly defined.  I did offer to sign a contract with them after explaining this and the offer was declined.  I would have more than gladly done so with no animosity and more than once tried to express this.  This was a discussion I had with Mrs. [redacted] and not Mr. [redacted] because at this point he normally seemed to avoid our discussions.  I shared with the [redacted]s during the second or third meeting with them we were taking out existing fixtures and finishes and replacing them with like kind fixtures and finishes in the same basic floor plan areas except for moving the location of the electric range and the fridge.  After explaining what the code expresses about this and sharing our practices at this time they agreed a building permit was not needed.  This did come back up again from Mr. [redacted] at the end of the project but the facts remained the same as this work was finishes related without our changing structure and very minimal infrastructure. I do not remember talking with Mr. and Mrs. [redacted] at the Fall 2014 Home Show… I regret that this is a misunderstanding.  I did speak to them at the Spring Home Show in Salem and scheduled a time to meet with them again while at the Home Show.  I did meet with Mrs. [redacted] on Thursday April 9th, 2015.  Mr. [redacted] left to take a pet to the vet when I arrived.  The issues that were discussed for the most part are very common especially in a home where humidity is not precisely controlled.  The list consisted of cracking of grout between the counter top and backsplash above the counter top in the kitchen, cracking of grout where the tile tub surround meets the ceiling in the bathroom and cracking of the grout in the LVT tile floor in a few small areas within the bathroom floor.  Typically ceramic tile grout does not crack on a floor but occasionally LVT tile grout does as it is installed over wood underlayment and not tile backer material.  All of these items I stated we would be happy to address for them.  I did state that it would take some time to order the grouts in an acrylic version so this would not happen again.  A couple of items were brought up that I did not commit to do.  One concern that was stated was that Mrs. [redacted] thought her ceramic tile backsplash that she had chosen during selections was to plain and did not look as decorative as she had hoped.  During selections and design processes we had had this discussion based on reducing the cost of the project, I had initially proposed a mosaic stone or glass.  We specifically discussed installing ceramic as a way to reduce cost and after looking at several samples she chose one that looks great with her counter tops and cabinets.  She asked if accent dots or an accent stripe could be installed at this time to add to the appeal of the splash area.  I told her that it could and explained what I would recommend.  I also stated that I would check on pricing for her and let her know.  The last item that was brought up was one of her cabinet doors.  The cabinets in the kitchen area are a light stained hickory.  We had a very specific discussion about the characteristics of this species of wood during selection process and they looked at two different sets of cabinets in the showroom that were made out of this species of wood.  We explained that hickory has a natural tendency to have varied wood grain.  They did express that they wanted as little of this as possible.  In light of this request we ordered a very premium grade of hickory for the doors and drawer fronts but also explained we could not guarantee absolutely no variation.  One door in the entire kitchen has variation on the bottom stile of the door.  She stated that is all she sees when entering the kitchen.  I did not fully commit to replacing the door at this time.  After talking to our cabinet maker/provider and discussing this I was informed that it is something that could be resolved but would take ordering multiple doors and finishing them to ensure we were able to provide another one with no variation.  After receiving notice of Mr. [redacted]s complaint through the Revdex.com I text Mrs. [redacted] and ask her to call me at her convenience on Tuesday April 14th.  Once she called later that day she stated that she was aware of Mr. [redacted] making a complaint but had not read or verified what was in the complaint.  I am not sure how to address the complaints about time and communication as all of my communication has been with Mrs. [redacted] and not Mr. [redacted].  Some of the conversations and replies are not accurate.  I did respond by phone to Mrs. [redacted] about how long we expected addressing the grouting concerns would take even though we had been texting prior to the phone call.  At this time we have relayed times and expectations to address the grouting issues with Mrs. [redacted] by text.  Partly because this seems the best way to communicate and partly so we would have record of all communications.At this time I would do what they ask even to the point of the cabinet doors and adding accents into their backsplash at our cost, that being said it seems that regardless of how hard we try we cannot satisfy the expectations of this client.  Under these circumstances it does not seem wise to continue to give without results or an end to the concerns.  I have expressed this in the kindest way possible to Mrs. [redacted]. We currently complete between 60-80 projects a year for many types and personalities of clients.  We strive to maintain professional standards and exceed expectations.  To say that this is accomplished 100% of the time without mistakes is not realistic but when we do mess up we urgently strive to resolve issues.  Please feel free to call or email to discuss further if there are any questions and thanks.Brian Wisler[redacted]

[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 [redacted], and find that this resolution is satisfactory to me as verbally presented; however, the action as stated, has not taken places, due to additional carpentry work required, thereafter, HAVC supply line installation with a zone control system. Furthermore, Owner's current work schedule, may not take place until November. Therefore, while the agreement is satisfactory, the issue is not resolved until the work is completed. 
Regards,
[redacted] & [redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Bell Aliant has contacted the customer and have disconnected the phone and tv service from this account as requested. The billing will end on [redacted]th for these two services. Apologized the account was not disconnected on the date requested. ...

The issue has been resolved and the customer is satisfied with the outcome. Bell Aliant and the customer consider the matter resolved and closed
Initial Consumer Rebuttal /* (2000, 7, 2015/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted]
[redacted]

Initial Business Response /* (1000, 15, 2015/10/02) */
Hello,
I would like to advise that a cheque for the amount of $**.** has been sent to customer. A detailed message was left for customer to advise.
Thanks
[redacted]
Initial Consumer Rebuttal /* (2000, 17, 2015/10/05) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
They are sending out the refund . Thank you

Initial Business Response /* (1000, 5, 2015/03/09) */
I investigated further; Bell Aliant Finance Dept. has issued a refund cheque for $41.61. I have sent email to Mr. [redacted] today March 9, 2015 advising of refund cheque being issued and to allow at least 2 weeks for delivery. Bell Aliant has...

closed this complaint.

Initial Business Response /* (1000, 5, 2017/09/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Bell Aliant resolved the customer's issues and sent the following email to the customer on September 26 as confirmation. We have not...

received a response back and have now closed the file.
Good Morning [redacted];
It is important to ensure all information on a customer's account is correct. I have updated your account with the correct mailing address to ensure you receive all notifications that may be sent to you. Once an account is disconnected, the electronic bill notification is removed and you will receive any notices and bill statements via paper billing through [redacted].
I will be providing an update to the Revdex.com to advise of the following:
As per your email below, I have removed the apt # from the billing address so it is now updated to the following:
[redacted] RD., [redacted]
I will be providing an update to the Revdex.com to advise of the following:
All processes were followed correctly in addressing your overdue account.
The account was suspended for non-payment on September 15 and you requested the service be completely disconnected on September 18 which it was.
The current balance owing on the account as of the September 9, 2017 bill statement is $[redacted]. You will receive one final bill dated service to October 9, 2017 but there will only be billing up to the date of disconnection of September 18.
All equipment has been returned to the account.
I have provided you with a one-time $[redacted] credit for the customer service you received. This updates the balance owing on your account to $[redacted] as of the September bill statement.
If you have any follow-up questions or concerns, please let me know.
Thanks,
[redacted]

Initial Business Response /* (1000, 10, 2017/08/21) */
Spoke to [redacted] and provided explanation of billing and price increase on current services. Provided one time credit for month of July and increased promotional credit for the amount of price increase. Advised [redacted] that any future increases...

his bundle price would incur the increase. Bell Aliant and the customer consider the matter resolved and closed.

[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]
 Complaint: [redacted]
I am rejecting this response because:The response does not acknowledge the facts of the dispute. Instead, they write in glowing terms that "ARS prides itself on providing premier customer service ...." This is ludicrous because this issue took one year to get resolved. That is not "premier customer service."In my case, their customer service was horrendous. They never tried to resolve the issue after several calls asking for a resolution. They only reacted after I complained to the Revdex.com.I still wonder how ARS can claim premier customer service after installing an A/C unit without a work permit, or never calling for an inspection as stated in the purchase agreement, or having to reinstall a portion of the unit that was leaning, or the unit failing inspection after corrections were made.I will inform the City of Alexandria about this incident. I believe that they should be made aware that ARS did not comply with building requirements in my case. It appears to me that ARS would have never corrected the situation without my persistence and the help of the Revdex.com.  Thank you.The real test of ARS professionalism is yet to come. Since the unit is under warranty, how will they respond to supporting their product in the future?
Regards,
[redacted]

Initial Business Response /* (1[redacted], 6, 2*16/*8/18) */
I called [redacted] at the [redacted] to confirm the return check
She notice the account balance at $* on her account
She really appreciated that I did confirmed to her the transaction was completed
She has my contact information...

which I also had left on her voicemail and I sent an email about with my contact info
She will contact me once she received the check(she is going on vacation for 2 weeks)

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