Coast 2 Coast Communications

Complaint: [redacted] I am rejecting this response because:I was offered a check for the amount of the previous early termination fee, but have not yet received itI was asked to close the Revdex.com case as satisfactorily resolvedI let them know that I would as soon as I received the checkMy bill with [redacted] also has not yet been resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I would like my complaint ID [redacted] , to be handled through an Arbitration hearing with Revdex.comRegards,

RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Regards, [redacted]

[redacted] [redacted] ***, We have contacted [redacted] and increased her internet speed and dropped the cost of her internet and phone bill as requested [redacted] Regional Director of Sales And Marketing Coast Coast Communications [redacted] [redacted] [redacted] [redacted] ***

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me If the credits are not applied to our account by August, I will be back in touch with youIf I have to contact you again, this time I want out of our contract with no penalty feesThe customer service is in desperate need of better training, and learning how to call people backThat makes a frustrating situation even more so, because you can't talk to people and they won't call backPay attention CHANNING: this is for you Regards, [redacted] ***

We can assure Mr. [redacted] that every penny that he has been given was done only as a good will gesture. All credit and monies have been given despite any documentation. The compensation that our company received when Mr. [redacted] was first signed up with [redacted] was approximately 5X less than what Mr. [redacted] has already been given. While it is our goal to make sure that every customer is satisfied with a product and service that they will want to keep for a very long time...it does not benefit our company financially at all if Mr. [redacted] "remains a customer" of [redacted] . Therefore, these efforts were not made in order "to keep Mr. [redacted] " as a customer. We receive no continued compensation if Mr. [redacted] remains a customer.I have just gotten off of the phone with [redacted] . They have confirmed that they do see (3) $10 discounts that have yet to post to his account. There is no way to expedite this. It is dependent on [redacted] 's billing system.Again, Mr. [redacted] was originally told that if he did not see these bills after 1 year, to call us and we would take care of it. It was made clear, twice, that he may need to call us. Mr. [redacted] notified us, we submitted the discounts. We are all waiting on [redacted] at this point. There is nothing we can do to get them to expedite this. As Mr. [redacted] 's communication with Mira (from our office) stated, we could not promise that [redacted] would apply these before his next bill was posted.The [redacted] representative told me that he was confident that Mr. [redacted] should see these credits on his next upcoming bill. If they are not there, Mr. [redacted] just needs to call us and we will address and help. However, we have been told that they should be.Mr. [redacted] is not missing out on these discounts. Once the discounts apply, Mr. [redacted] will receive them for the full term. Even though Mr. [redacted] was explained much of this and all that we need in order for this all to be resolved is just a small bit of patience since it was just mid last month that we were notified that they were not showing, we will also extend to offer Mr. [redacted] ANOTHER resolution for one month of these discounts ($30 total) even though he will receive the discounts for the full term once they post to his account.Again, we are doing what we have said we would do. We have done what has been agreed upon. We have addressed and resolved every issue that Mr. [redacted] continues to bring up despite any documentation supporting any of it. I believe we have made an EXTREMELY LARGE effort to appease Mr. [redacted] and help him...and not to keep him as a customer as he implies. A company that does not care about helping it's customers would have done none of this as it does not benefit our company if Mr. [redacted] remains a customer of [redacted] . The additional $30 is the last good will offer we will make Mr. [redacted] , which will be mailed to him in the form of a check this week, if he choose to accept this response. If he does not chose to accept this response, there is nothing more we can do for Mr. [redacted] as we have addressed and taken care of all of his issues as we said we would.

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me My first non-acceptance had to do with the fact that it was still being resolved and was only resolved within the last weeks When I call Coast to Coast back I was only able to leave a message and again did not get a call back It turned out that Century Link had come out to the home in Fort Collins and connected the service to the neighbors, so they continued telling us that all was well and it was our problem Things are now working and I withdraw my complaint Regards, [redacted] ***

These folks helped fix my Century link billCentury link had screwed all kinds of things upThey spent A LOT of time working with myself and Century link to see it throughGood customer service

This company help me TREMENDOUSLY! I was having all kinds of issues with Comcast and I met a salesperson for Coast Coast Communications at a home showNot only did he get on the phone with Comcast and myself to help me drop my phone service like I have been trying to do, but he got them to give me an extra $off my bill for year for the hassle I went throughI kept my Internet with Comcast and this company helped me set up my DirecTV and my home security service and both of them have been working great as promised

Mrs***, Thank you for taking the time today to assist me in coming to a resolution in your concernThe proper paperwork to bring this matter to a close will be emailed to you by the end of the business day todayPlease accept my apologies for any inconvenience created on our end
It is now and always has been that customer service and satisfaction be our top priority If I can ever assist you on any other matters please don't hesitate to contact me directlyThank you and have a wonderful day Sincerely, Jimmy C*** National Sales Director/ Ethics Committee

We put off switching our services for a long time because we thought it would be a pain but Coast Coast helped make the switch easy for usWish we had done it sooner!

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Mr***,As stated that we would do in our last response...Attached is a call recording (there is also a link below that should let you access it) with the correct department at ***This department is not accessible to customers and this department can see more information regarding a customers account than the simple customer service or billing department that you spoke withAgain, the generic *** customer service and billing call centers do not have full visibility or information regarding these thingsIt is as frustrating for us as it is for the customers that it causes issues with.When listening to this call, it should be clear that everything that was stated in our previous response was truthful and accuratePer ***, these discounts were issued, by us, in February and they still have not been applied to your bill...by ***...and will be. At the end of the call is also confirmation that these $discounts DO cost our company money...$75-$eachWe also paid $for your moveWe profited $on your sale when you became a *** customerWe have lost 10x more money than we have made off of you by you becoming a customerI can assure you that we have no other motivation to do this, except for good will, regardless of anything else you may think.Please let me know (via response to this email) if you have any trouble accessing this recording.Regards***
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*** *** *** *** * *** *** *** *** *** *** *** Hi Jay,We have already spoken with this customer and handled this issue internallyThe customer has accepted our resolution. Their quote states "month contract" which is in regards to ***'s required month commitment, not the pricingRegardless, we have come to an agreement with the customer over the misunderstanding. My guess is that they called our office and between working things out with them (which does take a little time to go through the proper channels and get approved) and them contacting the Revdex.com, the resolution was made between our office and the customerWhat should we do to get this resolved? Again, we have already resolved this internally with the customer.Also note: This account is not under the Revdex.com mentioned name, address, or phone number in our database.Regards,***Coast Coast Communications, LLC.1-855-Coa- Office970-744-- Fax2010,*** Northwest Dealer of the Year2011, 2012, *** Elite Trip Winner Member *** Dealer Advisory Council, #Event Dealer in the Country - Titled by ***, 2012, 2013, Top Dish RetailerThis communication is the property of COAST COAST COMMUNICATIONS, LLC and may contain confidential or privileged informationUnauthorized use of this communication is strictly prohibited and may be unlawfulIf you have received this communication in error, please immediately notify the sender by reply e-mail and destroy all copies of the communication and any attachments

We have spoken to Mr.*** separately and have come to an understanding/agreement Mr*** did not qualify for ***'S free installation and equipment and this is why a *** technician did not show up for the initial installationWe do apologize for not making this clear Our
notes indicate that a " *** ***" called in regarding the orderWe do not show that our office spoke to Mr*** directly;however,we will pull the recorded call with our office to evaluate the context and attitude of the CSR that Ms.*** spoke with on and we will address any issue of rude behavior

Per recent notes, the issue seems to be with the modem lease feesWe show notes that C2C has been working with *** and the customer on a resolution for this and that C2C has worked with *** to correct the 75mbps packageWhile we invite all customer to handle any issue directly with the providers, we are also willing to work with a provider as well to see if we can be of assistanceAll customers are able to discuss their service or issues with their providers as well as C2C

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Since nothing else was being done to completely correct the situation, my husband and I accepted the business option to, at least, get half of our money back from this "bait and switch" deal. We will never work with this company again and advise everyone in contact with Coast Coast Communications to do the same
Regards, *** ***

If you are approached by this company, turn around and run! There is a reason they have a D- rating on Revdex.com They've earned it!! I was approached by a salesman and his trainee on the Saturday before Memorial Day offering up my current service for $for two years and that we would get the DVR that could record up to shows at once and had twice as much hard drive space It would require that I switch the service over to my son's name I had been with DirecTV for over years and know now that I should have dealt directly with DirecTV My first payment was $- not the $that was quoted and written on the contract I called DirecTV to discuss the price with them and they said I would need to downgrade my package to get the price I was quoted I also tried to record more shows and found out the receiver had the same capability as my old one - which I had to pay $for termination of that service I placed a call to Coast to Coast on the following week to start the process of trying to get this resolved I see by all the complaints made about this company that they are notorious for not returning calls I would be promised I would receive a call back either that day or the following day and until the very end, that didn't happen I continued to have to call them back to keep the process moving I told them I wanted the equipment I was promised at the price I was quoted This process went on for 1/months and at that time I was told that my son didn't qualify for the receiver that I was promised DirecTV also verified my cost would increase after one year, not the two years that was stated by the sales rep Coast to Coast put it back on the rep to call me and I have never been treated with such poor customer service in my life!! He was very confrontational and almost threatening I immediately called Coast to Coast back very upset and explained the treatment I had just received I felt very vulnerable and threatened by this sales rep Two days later they did finally come back and offer me $($5/month for a year) as retribution My son was apprehensive about this from the start and I should have listened to his intuition I have definitely learned my lesson and would turn around and run if this company approaches you!!

Mr***,1) You did not call our office since the last Revdex.com communicationIn our response, I stated to call us if you did not see them and and we would help...and you did notYou just sent an email to the Revdex.com stating that you may need to "re-open" your complaint, which was already still openI was not talking about your initial calls to us quite a while agoI was referring to the last response we sentWhich stated that idf you did not see them as *** told us you probably should by your next bill, to just call our office and we will help assistAgain, I am not referring to your initial calls to our office when your 1-year term ended.2) These credits and refer-a-friend discounts ABSOLUTELY cost our company moneyThey cost us $75-$per occurrence when we issue one...and we are only allowed to issue so many*** does not let companies like our throw these around without a cost to someoneI can show you evidence if of this if you would like...however, I do not understand why you are choosing to debate thisWe have spent this money regardless of zero documentation proving any of themOur company initially profitted around one tenth of the amount that we have spent trying to appease youI simply ask...if not done as a good will gesture....then why would we bother doing this? Again, we do not benefit, in any way, if you remain a customer of *** at this pointWhy would we spend 10x the amount of money that we have made off of you if not for "good will"If I can provide you with proof of this, can we consider all issues resolved or can you please accept that we have spent this money to help you instead of stating in your responses that these efforts cost us nothing and that we have some other reason to be doing this? Again, we HAVE INDEED spent approximately $on these complaints for you.4) Again, the "representative" in the "billing department" at *** that you spoke to has no idea as to the discounts that we have sent in for youTHEY CANNOT SEE THEM UNTIL THEY POST TO YOUR BILL.5) I did not say that I would have this resolved in hoursPlease read my response againI said that I would try to email you and the Revdex.com a copy of the recording of the call that we will have with the correct *** department, which will show you that the discounts were indeed sent JUST AS WE SAID THEY WERE IN OUR PREVIOUS RESPONSEThis should serve as evidence for you that they were done and that everyone is simply waiting for *** to apply them to your bill AS WE STATED IN OUR PREVIOUS RESPONSEI find that this will be necessary because, in your previous response, you stated to the Revdex.com that we did not do what we said we were going to do and that what you were told (which is incorrect information) contradicts what we said in our responseIt contradicts what we said, because what you were told by this *** representative is incorrectWhen we send you the call recording you will see this and you will see that the discounts have been sent in and were sent in and just not yet applied as we said.6) The price that you say you were quoted is not possible...from *** directly...you are correctExtra discounts, such as the ones that you referred to above are possible with our companyWhich is why we asked for some sort of documentationOther customers can provide a copy of their quote and promises in case there are any billing issues (which largely come from the providers billing departments and lack of discounts getting applied correctly)When you did not provide any...instead of insisting that you misunderstood what you were told or that you were not told any of it, we decided to give you what you asked for.I am hoping, that instead of using the Revdex.com as a medium to just argue, we can spend time addressing the discounts still needing to be applied by *** and actually help you again and close this matter entirelyWe do have some concern that once *** applies these discounts, it will not be the last demand that we receive from youI hope this is not the case as we cannot facilitate any more demandsOur "good will" has reached it's monetary capacityWe said that we would do something for you so we willHowever, we do request that after this is done, you do not contact our office for further assistanceAgain, we do not benefit if you decide to stay a customer of ***'sIf our good will efforts are constantly put down, we do not need to assist you further after this matter is resolved.As stated in my previous response, as well as in my response above, I will email you and the Revdex.com a copy of the call explaining the CORRECT status and history of your discounts.YOUR DISCOUNTS SHOULD BE APPLIED ANY TIME NOWWE ARE WAITING ON ***THIS IS THE TRUTH

Again, the information being provided is incorrect. *** customer service will not "see" any pending credits submitted by third party companies like oursThey do not linger in a visible area for them to see before they are applied to an accountA *** customer service representative will not "see" these discounts on a customer's bill until they are on it. *** (and other providers) operate with many different departmentsTheir "*** sales" department and their "third party sales" department DO NOT COMMUNICATE WITH ONE ANOTHERTypically, ***'s "direct" sales department and customer service department will even tell customers that they do not have any idea who we are and have never heard of us, which is misinformation as well unfortunately.The simple answer to this new addition to this complaint is that the $9/hour *** customer service/billing representative that works in one of many large call centers (some located out of country) has no idea what he'\she is talking aboutAGAIN, this is why we exist and why it is beneficial to utilize companies like ours....because there is a lot of misinformation given by customer service representatives (with all providers) that work in crowed call centers across the country (and in other countries).In our last response, we mentioned that it will take time and if the customer did not see the credits AS OUR *** SUPPORT told us they most likely would, to call our office and let us know. Per our last response...“The *** representative told me that he was confident that Mr*** should see these credits on his next upcoming billIF THEY ARE NOT THERE, MR*** JUST NEEDS TO CALL OUR OFFICE AND WE WILL HELPHowever, we have been told that they should be.”No call was made to our officeWe cannot help if we are not kept in the loop and all communication is only done this way through the Revdex.com.We will call our *** support center once again and we will record this call for both the customer and the Revdex.comThis call will prove that the information given in our last response was not at all falseWe will email this call recording to the Revdex.com and the customer at *** since it appears that there is no way to attach this type of file to this responseWe will try to accomplish this within hoursAfter this is done,we would ask that this addition to this complaint is deleted as it does not provide accuracy as to the status and our effortsAll of the information is incorrectThe discounts were sent and are being applied by ***'s billing system as explained in the last responseAdditionally, the complaint would not be "re-opened" as it has not yet been closedAfter this recorded call is sent, we would hope that all parties understand and see the efforts that are and were made to give the customer everything that he has asked for (again, despite documentation) and that this complaint is closed once and for all.Again, we have worked to assist this customer with these discounts...despite the misinformation that the *** call center representative gave the customer...again