Chaisson Contracting Company, Inc

Dear Revdex.com,
[redacted]’s complaint is that we called and left a message demanding that she set up an appointment to trouble shoot a problem we detected in her home. She also did not like the fact that we sent someone to her home without permission and trespassed on her property.
[redacted] has our...

internet which is a two-way service that could affect the service of other internet customers in her area if there is a problem with her internet. Because this is a shared bandwidth service we reserve the right to manage the bandwidth usage of our users so other customers are not adversely affected which is stated in our Internet Agreement that our customers sign at the time of installation. There was a problem detected in [redacted]’s area and our trouble shooting procedure is to track the problem down which can be caused by an outside issue or by something in a home. Once we determine that the problem is coming from a home we check to see if the customer is home, if no one is home we leave a tag on the door explaining that there is a problem being generated from inside their home and we will need to check inside. We also call and leave a message that we need to set up an appointment and check inside the home within a reasonable timeframe or their service will be downgraded or disconnected until the problem is resolved. We do not ask customers to take time off from work and will schedule the service call when it is convenient for them. We have two hour time frames Mon – Fri that start at 9am up to the last timeframe which is after 5:30pm, and if necessary have Saturday appointments. We were able to schedule an appointment with [redacted] on her day off in the morning and correct the problem.
 
She also stated that she felt we trespassed on her property. She lives in a small apartment complex and if a customer has our service we reserve the right to be able to maintain and correct any problems that involves our service on the property of an active customer.
 
Please let me know if you have any further questions.
 
Sincerely,
 
Jeff C[redacted]
Director of operations
Blue Ridge Communications

January 25, 2017 Dear [redacted], [redacted]’s complaint is that she called into Blue Ridge on 1/13/17 to check the balance on her account because she stated she had not received a billing statement.  She described she was informed by the representative that no payment was due...

until February 16, 2017.  She then checked her account online a few days later and it showed there was a past due balance.  When [redacted] called to check the account balance on 1/13/17, wrong account information was given to her.  Because of this, it caused her account to become past due and also a late fee to be added.  On 1/25/17, a supervisor spoke the [redacted] to advise her that a mistake had been made and credit in the amount of $125.30 would be applied to the account for the misinformation.  According to the account notes, [redacted] is satisfied with the credit amount.  If you have any further questions, please let me know. Sincerely,Jeff L[redacted]Blue Ridge Communications

[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:Mr. L[redacted] states someone called and spoke to me on June 30 when they found the error.  This is not true as I wasn't even made aware of the error until much later.  In fact I made a payment on July 24th at which time I paid $60 which is amount their representative told me was past due amount needed to restore internet.  If it was in fact posted on my bill in June shouldn't they have seen it on their computer and included that in my past due amount?  As for not being able to produce two payment receipts all these months after the fact, this is because while my wife got a receipt when she made the payment, I was in a hurry and since the gentleman at the counter had looked up my acct. by my phone number and then assured me my service had been restored after posting the payment, I never anticipated the need for a receipt and went on my way.   Again back to my statement that a dishonest employee could have in fact pocketed the money therefore not writing or giving me a receipt.  Mr. L[redacted] failed to elaborate on this question and also didn't respond to my statement that I felt if according to their service agreement customers can only dispute their payment history for 60 days, the same should remain in effect when the situation is reversed in the customer's favor.  Since they made the error and took so long to make me aware of it, I feel the burden of proof should be on them to prove the payments weren't made rather than the other way around.  
Regards,
[redacted]

[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 don't explain why I need to continue to pay for the service. I agreed to paying for the box until it is returned, but why should I pay 5.95 for the  service if I don't want it? It's a vacation home and I don't know when I can get there to return the box. That's why I agreed to continue paying for the box, which I understand. The additional 5.95 for the additional service is ridiculous if they can tell we're not in the home watching TV.
Regards,
[redacted]

Dear [redacted],
 
[redacted]’s complaint
is that he states he and his wife each made a cash payment of $232.79 at our
local office on April 12 and 13 of 2015. 
On June 30, 2015, a payment reversal was placed for one payment of the $232.79
on [redacted]’s...

account.
 
On June 30, 2015, the
accounting department discovered an error of only one payment made to [redacted]’s Blue Ridge account.  After
further research of the receipt booklet by the office manager, it was confirmed
only one payment was made by the customer and one receipt was issued.    
 
On the same day, the
office manager contacted the customer to inform him of the clerical error.  During the conversation the customer insisted
he and his wife made two individual payments. 
The office manager offered the customer an option to bring a copy of the
second receipt to the office.  A second receipt was never brought into the
local office to show proof of a second payment. If you have any further
questions, please let me know.
  
Thank you,
Jeff L[redacted]
Blue Ridge Communications

[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:We have called Blue Ridge at least 20 times since March, likely, it has been much more than that. In fact we have called 3-4 times in the last few days and spoke to Tom F[redacted] for probably the 5th time in the last two months. You continually responding to this complaint with fallacies is lame and insulting. Mr. C[redacted], you are either extremely incompetent or a pathological liar. We will be speaking to your supervisor and if this nonsense continues I will push this matter with every regulatory agency I can, speak to my attorney, and go to the media with this problem. You will not provide a crap signal then lie to cover yourself. I will not allow it.
[redacted]

[redacted] downgraded to our lowest level of digital service which is $5.95per month.  $5.95 is the cost of converter per month which she said she agreed to pay in her complaint until she returned the digital converter. The $4.00 equipment charge she referenced is the charge for the HD functionality of the HD digital converter she has which we were able to turn off but we are unable to physically disconnect the digital converter in home. To help clarify, if she was to add a second digital converter to her account she would be charged an additional $5.95. 
Please let me know if this needs further clarification.
Sincerely,
Jeff C[redacted].

[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:If bandwidth truly costs $10 per 100 Gigs of Data then why does [redacted] offer business's unlimited bandwidth? I am willing to subscribe to the Unlimited Business service but was rejected.I do not have an issue with paying for what I use but why am I not able to subscribe to the unlimited service?  Ultimately the refusal to offer this service to Residential is to force me to limit my usage which includes Video streaming forcing me to subscribe to Cable TV which of course [redacted] owns a monopoly on also.My complaint would not need to be filed if I was not being denied Business Class Service. I do use my connection for business work also.
Regards,
[redacted]

November 18, 2015
 
Dear [redacted],
 
[redacted]’s complaint
is that Blue Ridge has begun charging overage fees that has limited his ability
to utilize his internet connection.
 
History: Our
residential internet service has had bandwidth allowances...

for over ten years. Originally, the bandwidth allowance was based
on the level of service and the average subscriber used less than 15GB per
month.
 
In 2009, as bandwidth usage grew, we
measured bandwidth usage between the peak hours of 5pm - 1am and raised the
bandwidth allowance to 250GB for all levels of service. Less than 1% of the
customers were affected and they were charged $1.00 per GB over the 250GB.
 
Effective September 1, 2015, we
modified the bandwidth policy by measuring the usage levels continuously and
increasing the allowance by level of service, as follows:
 
               Speed                 Bandwidth Allowance
1.5mbps         150 GB downstream 5mbps            300 GB downstream 10mbps          400 GB downstream15mbps          500 GB downstream60mbps          600 GB downstream100mbps        7000GB downstream Customers who exceed the monthly
allowance are charged $10 for each additional 50 GB. Notice: We
notified the customers of this change by bill message and amendment to the Blue
Ridge policies on our web page. Additionally, we email customers if they reach
75% and 90% of their bandwidth allowance. (Like the wireless phone providers
do) We also provide a link to our bandwidth provider’s website where the
customer can monitor their bandwidth usage. For the first month of the new
program (September 2015), we did not impose any usage fees but alerted the
customer that we would begin doing so the following month. Importantly,
bandwidth usage is independently measured and reported by a 3rd
party. Reason: Many
customers do not realize that we pay for bandwidth on a usage basis. There is a
vast discrepancy between the average and extreme user. Currently, the average
user consumes 67 GB per month (well below even the lowest allowance) but we
have seen extreme users consuming Terabytes of data. We believe that it would
be unfair to the average user to raise rates to pay for the increased costs
caused by the extreme users. We believe the bandwidth allowances selected are
fair (our estimates are less than 3% of subscribers will exceed a data
allowance) and that we give the extreme users notice and the opportunity to
monitor their usage to avoid unexpected spikes in their bill.  Customers sometimes confuse the data
allowances with prohibited blocking or throttling. Data allowances are neither
and have been permitted, if not encouraged, by regulatory policy. Data
allowances are the fairest method to allocate the variable cost of internet
service.  Please let me
know if you have any further questions. Thank you, Jeff L[redacted]Blue Ridge Communications