Central Valley Networks, Inc.

Initial Business Response /* (1000, 5, 2016/04/28) */
[redacted] had called our company to install phones for them at their new office. On Nov 10, 2015 we charged their office for new phone hardware and service of $949.24 and were only paid $550.00 of that invoice. Their office didn't fully pay for all...

of their equipment that we had purchased for them and for the quote they had signed stating they would. On Novenber 17, 2015 [redacted] had called and stated they had comcast install the internet and wanted us to come and install the phone for them. We noticed that the cabling for the phones were not ran and that the comcast router was in a different spot than the network cables. We did advise [redacted] that we would need to run Data lines from the comcast router to their phone closet in order to get the phones working and that would be an additional charge for material (CAT6 wiring and Jacks) and labor to run the lines. After running all the lines [redacted] wanted us to setup 2 computers and 1 printer that was not schedule and asked if we could do it since we were there. We installed the computers on the network and setup their new printer that they had purchased. All was working good when leaving and made sure that [redacted] had tested everything. The other few times that we had gone onsite to either fix an issue or look at something we never charged them. [redacted] always asked if we were charging and I explained that we were not if the issue was something we needed to fix.
For the phone service side we never had any issues and [redacted] stated that the phones worked perfectly and the only issue was the fax machine. We replaced the fax modem and put in on of our fax machines and found out that the issue was with comcast modem. I did advise [redacted] to call Comcast since we were not on the account to get the modem replaced from a wireless modem to the non-wireless modem. I had written down instructions on what she would tell them and if she needed any assistance to give me a call and would help over the phone without charging them. They had never called comcast to get issue resolved and kept following up with them to see if they had called but never did. I had also texted and emailed [redacted]@rocketmail.com) that we could switch them to hosted fax so we could get around the comcast box issue but she never responded back to me.
The day they wanted to terminate the services we had picked up our fax machine and I had asked that she could have gone to hosted faxing and she mentioned that would have been a good choice but didn't proceed. Also, when they wanted to terminated the service I explained also that it would be good to do it that day since their phones would go down and I was willing giving them a few days for the phone service (from Tuesday till Friday) out of convenience for them. We found out that [redacted] had transferred the phone numbers to comcast and all phone service that day was not going through our system. [redacted] texted me that Friday with a complaint that they were not receiving any calls and I had mentioned that [redacted] had moved their phone lines that Tuesday and we couldn't do anything since we didn't have the phone service.
They did sign a 36 month contract and was only a few months in it. They had outstanding invoices ($750.00) for material and labor (not phone service) that they still owed and let them know that I was willing to drop the phone contract if they would pay off their remaining balance. I had called, left voicemails, text and emailed but didn't get any responses from [redacted] or [redacted]. At that time I had taken the complaint to Credit Bureau USA to put out a collections for remaining balance that was owed to us.
We tried everything we possibly could to appease [redacted]. Our main contact was with [redacted] and was never really able to speak to [redacted] to hear his complaints. We had asked [redacted] numerous times if we could speak to him but he was either to busy or didn't want to speak to us prior to all this happening.
Initial Consumer Rebuttal /* (3000, 8, 2016/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We disagreed with the response for the following reasons:
[redacted] failed to explain the IT phone services, computer, and fax in relating to troubleshooting strategies and managing devices. [redacted] had made promises to my staff that he and his team will be available for Vang Children's Urgent Care, 24/7 assisting us with the phone services, computer, and fax. We have been having problems with CVN services since our business started. Each time when there is an issue that stems up with the devices, we tried calling him. He refused to respond until days later. We depend highly on [redacted]'s expertise to guide us and help us, but instead, each time there was an issue, he would charge us $100 per hour for his services without our knowledge. We had given him many opportunities to come up with solutions to help to resolve our technical problems, but he failed us. CVN business was unreliable and services were not delivered as promised. For instance, the fax has not been working since day one, each time [redacted], the office manager, called [redacted] about the fax problem, [redacted] came up with wrong advices or excuses and told [redacted] to follow up with Comcast. [redacted] keep giving us the round around for 3 months. [redacted] consulted another IT person to inspect the problems. The IT person recommended a port connection to the fax due to the fax linked to the internet. [redacted] then called [redacted] to check the Fax again, [redacted] then admitted 3 months later that he failed to provide the port. It should have never taken [redacted] to that extend to find out the truth. [redacted] continues to provide dishonest services that we had no choice but to cancel our business with CVN. After we canceled [redacted], he continued to harass us to pay for extra fees which we never agreed to pay for and for services which he failed to perform. We already paid for the phones and there is no 3 years contract. Our contract with CVN is monthly service, cancelled at anytime.
We demand our money back at least for the cost of the three phones.
Final Business Response /* (4000, 23, 2016/06/16) */
Here again [redacted] has incorrect information and is making false statements. All communication for billing invoices were sent to [redacted] as she was the main point of contact and made all the payments. The payment sent on 1/9/16 through Paypal has the following information submitted by [redacted]: The $1K payment needs to be applied to the following invoices "I-14409 (the remaining toward the first invoice which I do not have the first invoice.I think its around 900? " As requested by [redacted], we applied $450 to Invoice XXXXX and the remainder $550 was applied to the phone invoice 14338 (which still has an open balance). See attached for copies of submission and payment receipt.
We have copies of all communication that was sent to [redacted] and clearly the confusion is on their side. On 1/19/16, [redacted] was sent an Open Invoices report and requested copies of invoices. On 1/20/16, [redacted] inquired about on-going monthly fees. We explained to her that the phones would be a monthly fee and any techical support would be billed at our hourly rate. On 3/10/16, [redacted] was sent an additional Open Invoices report and we received the lastest payment for the monthly phone service on 3/11/16. To reiterate, [redacted] was never part of or present for any discussion regarding billing or service calls.
Final Consumer Response /* (4200, 25, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
CVN was instructed to applied the $1000 to the whole cost of the phones because [redacted] wanted it to be completely paid off first before any services can be done. Looks like CVN is applying the payment to whatever it decided to. They are applying our payment to UNAUTHORIZED labor charges as mentioned before. Now, [redacted] is saying that he can't even find the other invoice. He is making things up as he goes. Again, [redacted] is the biller and not [redacted]. That's why he is so confused.
CVN "CAN NOT" proof that we authorized the outrageous labor charges because we NEVER SIGNED AND CONSENTED to them. That $450 labor charge in the invoice he sent was disputed by us. As with any labor, the customer needs to sign and agreed to the labor and cost before work is done. With CVN, that didn't happen. They billed whatever they want and applied our payments to whatever they decided to when we have repeatedly informed them not to do so.
However, to make it fair for everybody, I will accept a refund for half the cost of the phones.