Bertram Communications

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] All though the credit may be applied Bertram Wireless applied this fee in a hope that the customer would not notice the fee and or did not inform the customer of the fee Regarding the internet speed Bertram wirelesses did not tell Mr [redacted] that this speed was a promotional speed for a limited time but did implied that the speed and price was the pricing Bertram Wireless has a moral and ethical obligation to increase Mr [redacted] 's speed to the original implied speed and pricing If Bertram Wireless would like to contact Mr [redacted] regarding these issues they may do so

In response to our customer's request, I have emailed a copy of our customer's contract which expires 06/10/Our customer contracts renew annually unless we receive a letter of cancellation at least days prior to the expiration dateThis is stated on each invoice and receipt that we email to our customersThe exact text appears as follows:BY PAYING THIS INVOICE YOU HEREBY AGREE TOTHE CONTRACT AND USAGE POSTED ATWWW.BERTRAMWIRELESS.COMTHE SERVICES AGREEMENT SHALL AUTOMATICALLYRENEW FOR A SUCCESSIVE ONE-YEAR TERMUNLESS YOU PROVIDE WRITTEN NOTICE DECLININGNO LESS THAN DAYS PRIOR TO EXPIRATION OFTERM.I also emailed a copy of our customer's invoice from June so that our customer could view the text as it appears on the invoice.I hope this information is helpful in resolving our customer's complaint

In response to our customer's complaint; we have been working with them to complete the cancellation process with no early termination fees, or equipment pick up feeWe have refunded the payments made from December and January and apologize the equipment has not been picked upWe have to schedule one of tower certified climbers to perform this and will do so as soon as possibleOur customer will not be billed any further

This is to inform you hat today 4-15-@ 3:pm I returned a cable and the dishes to Bertrams and received a receipt for the itemsthey said I should hear next week sometime after they test the equipment if I will receive any refundThey said they were going to send someone out yesterday 4-14-to pick up the equipment, no one showed [redacted] [redacted] [redacted]

In response to our customer's complaintWe contacted our customer after reviewing the account notes and agreed with our customer that they were not satisfactorily notified of the early termination feeThe fee has been removed from our customer's account and the account has been closed

[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 Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I have returned their satellite that they installed poking holes in my roof and also drilling a hole in the outside of house 3x the size it needed to beThey did a very sloppy installationThe credit card company did a conference call with me and bertram way back in July they claimed I didnt have service since June but still think they should get a month for nothingThis company is very arrogant and will not work with you as far as service goesI have not been contacted by any collection agency either

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] What they have stated is a lieThere was no misunderstanding between myself and the tech, ***I was told it is their problem and not mineThe speed was not what I was paying for and consistency did not existIf they truly believe I am a loyal customer, they would not be attempting to defend subpar internet service as verified by their own service personalThe bottom line is they cant supply the service they stated they couldNot in the speed offered or the consistencyThey said they had sent me a copy of the contract I signedThat is not trueThey sent me the last page of a contract with my name on itThey would send me a complete copy of the contract after three requestsThe contract on their web site is different from the one I singed, but no response from BertramIt appears to me I am just another unsatisfied customer from this inept company as is apparent from the number of complaints to the Revdex.comThere is absolutely no way I will pay their ridiculous cancellation feeThey can sent me to collection if they wishI would be very happy to discuss this matter with a judgeThere is a point in any contract that reasonable and customer service is provided based on industry standardsThat has not happened in this instanceTheir service is substandard and not at par or even near par with competing internet providersI have told them all they have to do to receive whatever equipment they think is theirs is to make an appoint and I would be more than willing to return such equipment Revdex.com thanks for your help in this matterI now understand why Bertram is not part of the Revdex.com

[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 long as they are including the $credit I have on my accountThey also should take into consideration I only had the service for days in April when they prorate my accountAlso they do not have a credit card of mine, my payments were automatically deducted from my checking accountAnd as I stated in my correspondence with the Revdex.com on 4-16-I had returned their equipment to them on that date at approx3:45pm because they were going to charge $to get it themselves, now they will pick it up at no charge which was one of the verbal agreementsThey make this statement in the notice I receive on the 17thAlso I'm sorry that they are confused about whom I all spoke with and several stated they knew Jim spoke with me and how much he was involved with the problems I was having with my connection the past years of first signing on with them Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
They have never responded to any of the comments or questions I have askedTotally reject their most recent inept responseThey can't even supply the contractThey are not attempting to resolve this problem but rather prolong it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
This customer was not under a contract. I paid the price for the installation because I would not go under a contract. Check you records If you would fulfill you duty's to your customers you wouldn't need to have penalty's like the one below to hold customers hostet. I am also filing a complaint with Deptof Agriculture, Trade and Consumer Protection

To whom it may concern,
In regards to *** *** account, due to our contract
it is understood by the customer that late fees may apply if the account is
paid after the first of the month. This depends
on the customer’s grace period on the accountGenerally this fee applies after
the 11th of the month as the bill is due on the first of the month. Please visit the contract that can be viewed
at any time at WWW.BertramWireless.com
and please view your invoice that is sent via email.
Mr*** has not had any prior offenses of this problem
and it was said by the technician last night the fee would more than likely be
waived but he would make sure of that for him.
Since he needed to go to a manager to do this he was going to put a
ticket in. The late fee has been waived
on his account as of 11:10A.M12/19/2014.
The credit will be applied to Mr*** internet account though
Bertram Wireless
Our speeds are up to and as is. Due to devices, computers, cables, software
programs, and much more is why we cannot tell any customers they will get a
certain rate of speeds. It would be unethical
for us to do so. Mr. *** was given a promotion that did run
out as of May 2013. That was over a year
ago. It was stated on his invoice and
via email to the customer.
The customer was getting his speeds as we could see from our
charts and should not have been on the 3mbps plan for only $plus tax per
month. In good faith we notified him
that this discount was not longer going to be in existence via the way he gets
his invoices. We allow the customer two more
months at the 3mbps for only $plus taxThe customer said he only wanted
to pay $plus tax per month and it was told to customer that would not be
a problem but this would be a slower planThis was told to the customer
on: 7/18/at 8:A.M.
Last month the customer had used 103.8GB and that is a lot
of usage to push though on an up to 1.5mbps connection. A lot of other providers would charge per GB
used. We do not do that. The customer does have the option to choose
the package that fits his needs.
We did alert Mr*** that he is welcome to search his area
for price matches. The provider that we
would allow a price match from would need to have no download limits and cannot
be a phone or satellite provider. The
price match would have to be a standalone internet pricing not part of a bundle
package. Customer did not contact us
back on that.
Mr. *** called
asking for a manager last night. A
ticket was put in on: 12/18/at 8:
P.M. This was after closing time
yesterday. The manager on shift was not
in. Per our response time, it takes
to hours for a response from a manager.
Mr*** has not allowed us that amount of time.
Bertram Wireless asks for the Revdex.com to drop
this complaint as we have not even had time to process the request. If the customer would like us to still
contact him we would be happy to do that and we wish we could have done that
before a complaint was put in. We were
not given the chance to help himWe will consider our ticket that was open on
behalf of this customer closed unless the customer would choose to accept our
help in this matterWe thank you for your time and if you need any more
information we would be happy to help you with anything you need
Sincerely,
Bertram Wireless
***

Our customer's contract expires on 08/02/If our Customer wishes to cancel prior to the end of the contract, we require a day notice, and can either dispatch a technician to pick up the receiver and power supply for a $fee, or if the customer wishes to do so, they may return the equipment personally or via the mailAdditionally, the contract needs to paid out by either a $early termination fee, or pay out of the remaining months of service at the regular service rateIn this case it would be $for months, a total of $227.15, plus tax. This information is available in the customer's portal and the text below appears on every invoice and receipt sent to the customer;Payment can be made through the customer portal athttps://powercode.bertramwireless.comPlease contact usfor login information.BY PAYING THIS INVOICE YOU HEREBY AGREE TOTHE CONTRACT AND USAGE POSTED ATWWW.BERTRAMWIRELESS.COMTHE SERVICES AGREEMENT SHALL AUTOMATICALLYRENEW FOR A SUCCESSIVE ONE-YEAR TERMUNLESS YOU PROVIDE WRITTEN NOTICE DECLININGNO LESS THAN DAYS PRIOR TO EXPIRATION OFTERM.I believe we have answered the customer's questions fully and given all the information required to close this complaint.Respectfully,*** * *** ** ***Bertram Wireless *** *** **
*** *** ** ***
*** *** ***
*** ***
*** ***

Regarding Complaint: ***
11/21/
To whom it may concern,
First of all, Bertram Wireless would like to take the time
to say we are very sorry you have not heard back from a representative in our Hosting
Department. Did you try to call in and
ask for our Cancellation Department regarding your hosting account? Please let us know so we can make sure this
does not happen again to anyone else.
You had this account with a prior company. The other company should have been charging
you for DNS, Mail Hosting, and Web Site hosting since the date you started it
with them. When your account was added
to Bertram Wireless’s system, they did not relay any of those charges to
us. After an audit we found the amount
was missing from your account for years and Bertram Wireless was paying for it
on behalf of you. You were getting free
services. We could have legally went
back and pursued that amount from you the consumer as you did use the services
However we did not do that because we are happy to have you as a customer!
Again, what we did was alerted you of the problem and we
paid for the bill of the services you had used.
With that being said we notified you of the charges per our policies. It is for a year term by paying your bill
with the understanding you would give a day notice if you cancelled your
services. We took a look and noticed you
have transferred everything out of Bertram Wireless’s hands. Currently, if you had asked for help in
anything regarding the services on your account that would now need to go
through the other company as we do not have access to your account any longer. Also, when it comes to transferring emails
you would need an IT person for that part.
IT professionals can be contracted or hired through many companies but
there is a fee for that. As for forwarding
your email, that is not included in hosting services that we provide.
In the end, we understand your frustrations however again we
lost money in this process. We will not
hold you to any further charges in regards to your Email Hosting, DNS, and Web
Hosting even with the breach of contract starting as of 12/1/2014. Please be aware no further technical support
can be done to your hosting account due to we did not receive complete payment
for services and hosting is now with another company with no notice given to
our company. We are sorry we cannot help
you further.
Sincerely,
Bertram Wireless
***

As we stated in our previous response to this complaint, this account is in collections status, and therefore, legally we cannot discuss this account. If our customer wishes to pursue further mediation, they can by contacting [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Bertram Wireless, by not disputing my complaint, has acknowledged that all information stated is 100% true. Therefore, with the documentation, or the lack of, that Bertram has given to me I see no reason to pay their collection agency anything as I was never delinquent in paying. Also I see no reason to pay Bertram for any cancellation fees since they have waived fees for other long time customers that filed complaints with the Revdex.com. I will however give Bertram another chance to accept the same fair offer that I presented in my complaint one and one half years ago that Bertram declined. I am still willing to pay $29.95 for the 30 day notice plus the $52.30 for the service call to try and align the receiver. This offer is good for the standard 10 days that the Revdex.com has for a response. Bertram must accept this offer through the Revdex.com response system, I will then send them a check. I will not accept any phone or mail responses from Bertram or their collection agency. Done,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
I have returned their satellite that they installed poking holes in my roof and also drilling a hole in the outside of house 3x the size it needed to be. They did a very sloppy installation. The credit card company did a conference call with me and bertram way back in July they claimed I didnt have service since June 2014 but still think they should get 53.00 a month for nothing. This company is very arrogant and will not work with you as far as service goes. I have not been contacted by any collection agency either.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 Bertram wireless installed a window satellite on first installation jan 2013 The unit was propped up in the window on a book. I made several calls to the company regarding it not receiving they would have me move it around and check if there was a signal.  I am a 1/4 mile from their tower in DePere. They then came out and installed a satellite dish on the roof of the house which I still had trouble with and no signal. On 7-1-2014 I called credit card company to stop payment of 52.70 We did a conference call with a guy named [redacted] He told the woman I had no signal for a month. The credit card co then credited my account for not receiving a service I was paying for. It hadnt been disputed by bertram wireless. This is after I paid the geek squad $300 to check out my computer because  Bertram said it was my computer after coming out to the house twice. I had called for service 7-7-14 and 7-9-14 they said they could not come out that week and my work schedule I am gone 7-12 days at a time so that did not work for me and [redacted] said they had other customers to help.They were never able to come out when I was home.  I also called to speak to a supervisor and was always told he was not in.  They would leave a message for the supervisor to call and I never got a returned call.  These people are very hard to deal with.  [redacted] was very rude to me on the phone . They sent a letter after I sent a written cancellation to them demanding payment of 263.75  Also stated up to customer to get back receiver they own it and installed it on the roof.  They also turned  the bill over for collection saying additional fees would apply.  When ever you call no one will take your call to settle the problem.

[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 If they provide the upgrade to my internet service like they mentioned in their solutions . They state that their going to upgrade the antenna , but  If my service upgrade is also included for free no added charges '[' My services ]   like they said in their reply . I am willing to close the complaint if Bertram comply's as promised .
Regards,
[redacted]