Coast 2 Coast Communications

Complaint: [redacted]
I am rejecting this response because: I am still trying to get the service issue resolved.  Coast to Coast did get back to me and seemed very fair with their response, however I cannot figure out how to resolve things with the company I was sold by them, Century Link.  I was told to speak with management directly at Coast to Coast, but the next time I was stuck with Century Link I did not get a call back.
Regards,
[redacted]

Revdex.com:
I would like my complaint ID [redacted], to be handled through an Arbitration hearing with Revdex.com.  Please let me know when the hearing will be scheduled and if I will need to provide any supporting documentation.
Regards,
[redacted]

1. I received a check in the amount of $80 on 6/12/2015. This was after I had to call and request it be sent, because it had not been mailed on 5/28 as their previous Revdex.com response stated.2. I confirmed with [redacted] that Coast 2 Coast was in fact NOT working with them on resolving my additional billing issues. [redacted] resolved this issue separately of Coast 2 Coast.

We reviewed Mr. [redacted] customer file and have agreed to refund the process fee. We processed a refunded for Mr. [redacted] of his $50 fee to his card on 7/11/14.

Mrs. [redacted],
 Thank you for taking the time today to assist me in coming to a resolution in your concern. The proper paperwork to bring this matter to a close will be emailed to you by the end of the business day today. Please 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 directly. Thank you and have a wonderful day 
                                                                                                                                                                     Sincerely,
                                                                                                                                                                   Jimmy C[redacted]
                                                                                                                                                               National Sales Director/ Ethics Committee

These folks helped fix my Century link bill. Century link had screwed all kinds of things up. They spent A LOT of time working with myself and Century link to see it through. Good customer service.

The information given to the customer by the [redacted] call center representative is inaccurate. There is no "code" for us to enter, whether a correct one or incorrect one. When a customer calls a providers customer service phone number, many of the representatives do not know anything about the...

processes regarding "indirect" sales companies like ours. They are only familiar with their direct sales processes. The processes, order entry systems are not the same for companies like ours and direct customer service representatives. Much of this is due to the fact that these providers handle their direct sales and indirect sales differently and the two channels are completely segregated. Regardless, the bundle discount is not through [redacted], it is through [redacted]. The customer is most likely calling the wrong company. The sales representative was correct. The customer must call [redacted] to get their [redacted] bundles onto their bill. They must be the ones to do it. Their is no way for us to do it and no "code" that is entered by us.We are sure that this is a simple fix and something that we are here to help with. This is WHY using a company like ours is beneficial. There would be no one to help with this if the customer signed up for services through [redacted] and [redacted] separately and directly. We urge customers not to try and contact their salespeople directly, as they may be traveling, may be on time-off, or not even with our company any longer. We urge them to call our company (the phone number on their order form and installation paperwork) with issues and for help, not just their salespeople directly.To clarify, our service agreement (Extended Service Handling Agreement) has nothing to do with "Internet service". It is a 2-year warranty on the customer's SATELLITE  system and equipment, regardless of fault. We are not sure what the customer is referring to regarding this service agreement or what reason they have for feeling scammed, other than saying that they think they were. We will discuss this with the customer.We will have someone call this customer today to assist them with a 3-way call with [redacted] to help them bundle their [redacted] and [redacted] so they can start receiving their bundling discounts.From the sound of this complaint, there is no reason to feel "scammed". It just sounds like the customer called [redacted] instead of [redacted] to take care of bundling their bill. If [redacted] is called about this, it is likely that they will get an incorrect answer from a random call center representative (that is most likely in another country) because it is not [redacted] that bundles the two bills together and issues the discount for existing customers, it is [redacted]. They are two separate companies despite working together to allow customers to bundle both services onto one bill.

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 it. I was asked to close the Revdex.com case as...

satisfactorily resolved. I let them know that I would as soon as I received the check. My 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.
My first non-acceptance had to do with the fact that it was still being resolved and was only resolved within the last 2 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]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [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 2 Coast Communications 
[redacted]  [redacted]  [redacted]
[redacted]   [redacted]

Complaint: [redacted]
I am rejecting this response because:  You are correct about the 75 MBPS part, but the other issue is for my home internet service, it is more expensive than what was originally quoted.  I am happy to help further any resolution here by calling [redacted] or anything else.  I am also happy to cancel with you and re-sign up myself as the lack of communication or urgency with resolving any of these issues is getting a little ridiculous.  I could've saved more time calling [redacted] directly than following up with your company.  I would also like to point out that 2 times I've called and been told I would get a 48 hr response - yet I've never received a response.  Also, I called and left a message for a manager, and received no response back.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is now my second complaint filed against this company. (See complaint...

details on this company's resolution log dated 8/5/14 for details) Per the resolution from last year, c2c was to add additional credits to my [redacted] tv account to get it as close as possible to the rate promised on the original agreement that was signed just over a year ago. I was told at the time that those credits (taking $30/month off my bills starting in Feb 2015) would be automatically applied to my account. I received my statement from [redacted] tv Feb 13, and those credits had not yet been applied. I called c2c and spoke with the supervisor, who remembered me from previous conversations. She told me she did see that those credits were to be applied automatically, but for some reason they were not. She said she would take care of it, and that it should only take a few days to be added to my account, since my bill was not scheduled to be paid until Feb. 21. When my account was automatically billed on Feb. 23, I was billed an extra $30 (the exact amount of credits that was supposed to be deducted). I called on Feb 23 to ask why they hadn't been applied, and the rep who answered said it takes up to a month before credits can be applied. When I explained the situation, she basically said sorry, the credits will apply next month, but they aren't going to do anything about the amount I was overcharged on this bill. I asked her to let me speak with the supervisor, but conveniently, she was not available. The rep said she would email the supervisor and have her call me back. The next day, I hadn't received the call, so I called again. The supervisor was not available this time either, and the rep offered to send the supervisor an email and have her call her. When I asked the rep for the supervisor's email, she said she didn't know what it was. I had to wait on hold until she came back and gave me the email address. Once I emailed the supervisor and reiterated the situation, and asked for a fair resolution, I got the same "oh well, deal with it attitude" as well as the run-around I have come to expect from this travesty of a company. I am completely done with this company and I would advise [redacted] tv to break all ties with these con artists before they lose any more business and create more unsatisfied customers. 
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.

Complaint: [redacted]
I am rejecting this response because:The credits STILL have not been applied, almost a MONTH after I had to call to remind your company.  So let me explain all of this again.  I signed up for [redacted] at a homeshow, and was promised 3 tvs, HD, DVR, and Sunday Ticket for the first year, for $57/month plus tax.  Nowhere on the contract did it say anything about the rates going up after the first year.  I was not going to sign up because I knew I would be moving in just a few months, and would not want to pay for another installation.  I was promised by your sales rep (who no longer works with your company) that I would get 1 free move.  So, this all seemed like a good deal.  Until I moved and requested the re-installation.  I then found out I would be billed $250 for the move, and I also found out I was being over charged on my monthly bills, by about $10/month.  I found out from [redacted] TV the only way I could get my bill to $57/month would be if I were to drop some of the services I was promised.  I requested to cancel the service since your company had intentionally misled me into the contract.  It was your company that came up with the resolution to keep me from cancelling.  The $600 credits you referred to in your response were not a good-will gesture by your company.  That was the only possible way to get me the services that I was promised at the rate that I was promised.  In that resolution, the additional credits were to be added to make sure my February bill would not be effected by the price raise.  I should not have had to call and remind c2c to honor it's written promises.  Once again, my bill is $93, which tells me that those credits still have not been added, despite your rep stating in the email and your previous response that she had checked my account and saw that they were added and should be reflected on my next bill.The fact that you are accusing me of using the Revdex.com "as a source to extort" is incredibly false, and just goes to show the way you treat your customers.  I don't believe that trying to get a company to honor it's own written agreements is anything close to extortion.  I understand that maybe you guys forgot to add the credits, but I asked for you guys to make it right last month, and simply asked for addition credits to offset the amount I was overcharged.  I tried to be fair and reasonable, but was met with the same attitude and disrespect I've come to expect.  I am about to be charged almost double what I have been paying, despite the written offers from your company that I agreed to (which I have copies of).  All I want is for c2c to actually follow through with their end of the agreement, or you can pay my termination fees.  Again, I'm not extorting anyone, just simply trying to keep myself from being extorted.Regards,
[redacted]

I should never have listened to the speel from Matt. He promised $80.00 a month for internet and TV. He said I would be signed up with Century Link and they would send me a modem. I waited and waited and it never came. I called him and he said they do not service my area and that he had signed me back up with Comcast. Now the bill was going to be $50.00 just for internet....and $75.00 for Directv. The bill came for Comcast and it was actually $65.00 because they charged a $15.00 shipping fee (when the man who set up the lines could have bought it with him for no extra charge.) Matt also said that the bill for Directv would not increase by more than $20.00 after 12 months. Guess what? Wrong. It's going up $36.00 and Lord knows what the internet will go up to. He also said that I would get a $50.00 gift. A month later and no gift card. I called Coast to Coast to complain and was told that I would get a call back within 48 hours. That was 30 days ago. When I signed up, I was charged $50.00 and when I asked what that was for, Matt said it was for his commission, and so he would be available if I ever need him. Well, that's not working out because he will not return my calls. My promised bill of $80.00 is now $126.00 a month and had I have known this, I would have stayed with Comcast for way less money and a lot less stress.

Mr and Mrs.[redacted],
please accept my apologies for the problems you have had. Our goal is to provide a service for the community and create long term relationships that last for years. We have fallen short of that with you, we let you down and we let ourselves down. For that I apologize. You...

ask for a minimum of one referral to be added to your account to offset the money you paid for the MLB. a fair request. On 06.02.16 two referrals were added to your account. Account numbers that were used in giving the referrals were [redacted] and [redacted]. It may take one- two billing cycles to see these referrals. If there are any further concerns or questions please do not hesitate to contact me. Thank you and I hope that this in part helps to mend the concerns.

We have spoken with [redacted] and resolved the stated issues.  There was some confusion with the Comcast bill and cancelation. This has now been clarified. We have put credits on Mr. [redacted] Account and have changed his point of contact. Any potential future problems will come directly to the...

office and be handled by senior management. We appreciate their business and strive to provide great service for the [redacted] family.

Hello Mr. [redacted],
Your salesperson is no longer working with our company which wound explain the lack of communication with him. We escalated a complaint on 1/8/16. Per our notes, your order was to be for 75mbps internet speed with [redacted] and you received 25mbps, is this correct and what...

you are referring to? We have sent this issue to [redacted] on your behalf and we are awaiting their response. Unfortunately, if it is not the actual customer calling them, there is a channel that we have to go through and address this with on your behalf. We will send another inquiry to them right now and stress the urgency. We will update you as soon as we get a response from them. Thank you.

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

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 you. If I have to contact you again, this time I want out of our contract with no penalty fees. The customer service is in desperate need of better training, and learning how to call people back. That makes a frustrating situation even more so, because you can't talk to people and they won't call back. Pay attention CHANNING: this is for you.
Regards,
[redacted]