Coast Coast Communications

The information given to the customer by the [redacted] call center representative is inaccurateThere is no "code" for us to enter, whether a correct one or incorrect oneWhen 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 oursThey are only familiar with their direct sales processesThe processes, order entry systems are not the same for companies like ours and direct customer service representativesMuch of this is due to the fact that these providers handle their direct sales and indirect sales differently and the two channels are completely segregatedRegardless, the bundle discount is not through [redacted] , it is through [redacted] The customer is most likely calling the wrong companyThe sales representative was correctThe customer must call [redacted] to get their [redacted] bundles onto their billThey must be the ones to do itTheir 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 withThis is WHY using a company like ours is beneficialThere would be no one to help with this if the customer signed up for services through [redacted] and [redacted] separately and directlyWe 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 longerWe 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 faultWe 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 wereWe 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 billIf [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

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]

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/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 agoI was told at the time that those credits (taking $30/month off my bills starting in Feb 2015) would be automatically applied to my accountI received my statement from [redacted] tv Feb 13, and those credits had not yet been appliedI called c2c and spoke with the supervisor, who remembered me from previous conversationsShe told me she did see that those credits were to be applied automatically, but for some reason they were notShe 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 FebWhen my account was automatically billed on Feb23, I was billed an extra $(the exact amount of credits that was supposed to be deducted)I called on Feb to ask why they hadn't been applied, and the rep who answered said it takes up to a month before credits can be appliedWhen 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 billI asked her to let me speak with the supervisor, but conveniently, she was not availableThe rep said she would email the supervisor and have her call me backThe next day, I hadn't received the call, so I called againThe supervisor was not available this time either, and the rep offered to send the supervisor an email and have her call herWhen I asked the rep for the supervisor's email, she said she didn't know what it wasI had to wait on hold until she came back and gave me the email addressOnce 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 companyI 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]

from: Jimmy C [redacted] reply-to: Jimmy C [redacted] to: [redacted] < [redacted] @wynco.Revdex.com.org>cc: Coast Coast Communications date: Tue, Aug 11, at 2:PMsubject: Re: complaint number [redacted] Because we do not have any documentation concerning a promised RAF credit we would be willing to once again write a check for $in lieu of any RAFThis will bring total compensation to because of the $check Ms [redacted] has already receivedAlso Ms [redacted] must agree that ALL concerns have been met and that there will be no more complaints or issues concerning this particular situationSince the purposed RAF was valued at $and the ETF was already paid @ $we feel that after the $payment ( if customer accepts) all promises have been keptPlease keep in mind that this was a supposed arrangement between a customer and a sub-contractor that is no longer with us and we have absolutely no documentation of theses promises or arrangementsBut in order for a peaceful and amiable solution and in hope of creating a happier customer relationship we are willing to go the extra mile

Mr and Mrs.***,please accept my apologies for the problems you have hadOur goal is to provide a service for the community and create long term relationships that last for yearsWe have fallen short of that with you, we let you down and we let ourselves downFor that I apologizeYou ask for a minimum of one referral to be added to your account to offset the money you paid for the MLBa fair requestOn two referrals were added to your accountAccount numbers that were used in giving the referrals were [redacted] and [redacted] ***It may take one- two billing cycles to see these referralsIf there are any further concerns or questions please do not hesitate to contact meThank you and I hope that this in part helps to mend the concerns

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 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 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 $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 $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]

Hello Mr***, Your salesperson is no longer working with our company which wound explain the lack of communication with himWe escalated a complaint on 1/8/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 responseUnfortunately, 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 behalfWe will send another inquiry to them right now and stress the urgencyWe will update you as soon as we get a response from themThank you

Hello Mr***,Your salesperson is no longer working with our company which wound explain the lack of communication with himWe escalated a complaint on 1/8/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 responseUnfortunately, 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 behalfWe will send another inquiry to them right now and stress the urgencyWe will update you as soon as we get a response from themThank you

I should never have listened to the speel from MattHe promised $a month for internet and TVHe said I would be signed up with Century Link and they would send me a modemI waited and waited and it never cameI called him and he said they do not service my area and that he had signed me back up with ComcastNow the bill was going to be $just for internet....and $for DirectvThe bill came for Comcast and it was actually $because they charged a $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 $after monthsGuess what? WrongIt's going up $and Lord knows what the internet will go up toHe also said that I would get a $giftA month later and no gift cardI called Coast to Coast to complain and was told that I would get a call back within hoursThat was days agoWhen I signed up, I was charged $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 himWell, that's not working out because he will not return my callsMy promised bill of $is now $a month and had I have known this, I would have stayed with Comcast for way less money and a lot less stress

Date Sent: 2/27/9:31:AMMr [redacted] 's discounts were added and corrected on and The staff member that Mr [redacted] spoke to and is referring to responded to Mr [redacted] 's email stating:"Good afternoon Mr [redacted] - I do remember speaking with you but I didn't remember the details of the actual phone callAs a result I did go back to our phone service and listened to our conversationIn the conversation I explained to you that we would be adding additional Refer-A-Friend credits to your account and that I would send out an email to our staff at Coast Coast to add these credits and that we should be able to do it "in the next few days"Toward the end of the conversation, I did inform you that we may or may not be able to catch your bill before the next billing cycle but we would do our best.I apologize for the issues that you are having, however I did just check your account through [redacted] and the credits are showing up which would indicate to me that they will also show up on your next bill." We can submit the call recording from this discussion if desired.As stated, the staff member did NOT promise Mr [redacted] that the discount would show before his next bill was dueShe told him that it may or may notThe discounts do not show instantly once submittedThis is why Mr [redacted] was told that they may or may not show by the time the bill was dueMr [redacted] was told this exact same thing on 9.15.14, after an additional discount was applied back on Mr [redacted] was told then that the discounts can take 1-billing cycles to appearWe also show notes stating that Mr [redacted] was told on that we would apply additional discounts in February of 2015, but Mr [redacted] was to call us if he did not see these discounts automatically and we would make sure to get them processed.We have no way to "cancel" Mr [redacted] 's account with [redacted] and pay any early termination feesHowever, the discounts have been applied as statedMr [redacted] has been given over $in credits between monthly discounts and a free move despite not having documentation stating a move would be free or that their price would remain the same for yearsThe quote sheet Mr [redacted] has shows the regular prices and states "month discount" on itAlthough unable to verify Mr [redacted] 's claims because we have no evidence that this was not miscommunication, we have offered Mr [redacted] everything he has requested.We have fulfilled every part of Mr [redacted] 's resolution that was offered to him on 8.5.14, despite having sufficient documentationWe do not believe that this should have been submitted as a new complaintThere is no new complaintEverything mentioned was part of Mr [redacted] 's resolution on We offered Mr [redacted] a resolution on 8.5.14, he accepted, we have fulfilled what was promisedThere will be no more fees paid, discounts, credits, or resolution offers madeWe believe that Mr [redacted] now sees the Revdex.com as a source to extortWe can cancel Mr [redacted] 's $30/month credits if he wishes to cancel his service with [redacted]

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] ***

THIS HAS NOT BEEN RESOLVED OR HAVE WE BEEN GIVEN OUR MONEY BACK MR ED B [redacted] ACCT REP FOR COAST COAST PH 970-308-EMAIL: [redacted] HAD APPROACHED US AT A TUCSON AZ STREET FAIR TO SOLICIT THE (***) TVED PROVIDED A CONTRACT WITH [redacted] TV FOR $PER MOALSO INCLUDING PHONE & INTERNET AT $PER MONTH ADVISING THAT THEY ARE A COX DEALER ALSO SO HE WAS ABLE TO HELP WITH LOWER OUR COX BILL FOR INTERNET & PHONEHE HAD ME SEND HIM MY CURRENT COX BILL VIA EMAIL SO HE COULD GET THE BILL TO $PER MOMAKING OUR TOTAL BILL BEING PAID AT $FOR PHONE INTERNET & CABLE TVWE AGREED AND SET UP AN INSTALLWE DID NOT SIGN ANY PAPER WORK YET UPON INSTALLATION THE INSTALLER MISSED THE 1ST APPTHEN A 2ND APP WAS SET UP A WEEK LATERTHE INSTALLER MISSED THAT APP TOOA 3RD APPWAS SCHEDULED FOR INSTALL AND THE INSTALLER (FRANK) CAME OUT WITH HIS SON TO TAKE CARE OF THE INSTALLHE HAD TROUBLE WITH SOME OF THE EQUIPTMENTHE LEFT THE JOB TO GET A DIFFERENT RECEIVER, AND THAT ONE DIDNT WORK EITHERTHE TECH LEFT AGAIN WITH OUT COMPLETELTING THE INSTALL AND NEVER CAME BACKHE NEVER ANSWERED HIS PHONENOTHINGSO ALL THE EQUIPTMENT WAS SITTING ON MY LIVINGROOM FLOORMEANWHILE THE OFFICE OF COAST COAST OFFICE OF ED B [redacted] CALLED TO SAY THEY WERE NOT ABLE TO KEEP WITH THE CONTRACTUAL AGREEMENT FOR THE INTERNET & PH BEING $PER MOAND THAT THEY WERE NOT A COX DEALERI ASKED TO SPEAK WITH THE MGR ABOVE ED B***WHO IS CHANNING S [redacted] PH [redacted] HE CLAIMED TO THE PRESIDENT OF COAST COASTI FOUND OUT LASTER HE WAS NOTHE PROMISED TO TAKE CARE OF THE ISSUEHE DID NOTWE ASKED TO DISCONTINUE THE INSTALL AND HE SAID THAT WAS FINE BUT NEVER MOVED FORWARD WITH GETTING HE EQUIPTMENT PICKED UPHE NEEDLESS TO SAY STOPPED RETURING MY CALLS ONCE I RECEIVED AN ACTUAL BILL FROM (***)WEEK LATER I CALLED [redacted] AND SPOKE WITH [redacted] SHE WAS IN THE PRESIDENTAIL OFFICE OF (***)HER DIRECT PH [redacted] SHE WAS ABLE TO HELPSHE DISCONNECTED THE "SERVICE " THAT WAS NEVER INSTALLEDAND ARRAINGED TO HAVE THE EQUIPTMENT SENT BACKI HAD TO CANCEL MY CREDIT CARD SINCE (***) ED B [redacted] USED IT TO MAKE A CHARGE OF $25.00+TAX FOR WHAT HE SAYS IS A WIREESS UP FRONT COSTWE NEED THAT BACK IN THE FORM OF A REFUND CHECKALSO I HAVE THE EQUIPTMENT ALL BOXED UP AND READY TO SEND BACK HOWEVER I AM MISSING QTY PLUG IN CONNECTERS FOR THE JOEYS AND A POSSIBLE SMART CARDTHAT A REP SAYS WE NEED TO HAVE INSIDE OF THE BIG HOPPER BOXTHE INSTALLER NEVER COMPLETED THE INSTALL SO IM NOT SURE THAT WE HAVE ALL OF THE STUFF TO SEND BACKWHEN I CALLED THE # FOR (***) FOR HELP THEY JUST HANG UPON MENOT SURE WHAT TO DO NOWA [redacted] REP DID CALL TO SAY WE WOULD BE REFUNDED BUT WE HAVE NOT AND ITS BEEN 14DAYSWHERE DO I GO FROM HERE.?? REFUND THE MONEY OWED & A WRITEN STATEMENT THEY THIS COMPANY WILL NO LONGER CONTACT ME FOR ANY REASONIE SERVICE OR EQUIPTMENT ETC

We met David S [redacted] with C2C at the Phoenix home show in OctoberAs we were prior customers with [redacted] , we stopped to hear the pitchDavid sold us the contract terms at years of TV to include the NFL TicketAll we had to do was switch to [redacted] service by the 2nd yearSince we just switched our call carrier to [redacted] in March, we told him that was not an optionHis response was "who do you have for internet now"? Cox was our provider and he told us we could switch to [redacted] and then we would be all setFast forward to our install date - that was a messTechnician Brad showed up with but with the wired equipment and we wanted wirelessSince he did not have the equipment on hand, he would have to come back and then the free install is no longer free, it's $100=taxBrad had me call their office in Colorado and speak with their manager, ChanningWhile charming on the first call, we were promised a refund for the install, it's now 12/30/and we still have not received the check he texted me was being sent on 12/1/Channing assured me over the phone that he would do his best to make things right and he had to get assistance to do soWe have exchanged texts and we still have no update and no correspondence since 12/9/He has officially washed his hands of the matter and has left us with the horrible terms that David S [redacted] sold us(of note, Channing felt the unprofessional urge to share with me that we were not the first customers to have issues particularly with sales from David and he was going to be speaking with him again)Thankfully we saw a segment on our local news that we are not alone with this bait & switch scheme from C2C and we are in contact with their legal assistance Needless to say, the consumer on the news segment was issued: original pricing terms of the contract, no commitment to add any additional services, free installation and the Visa rewards While all of that would be nice, would be just as happy cancelling the service for [redacted] and going back to Cox, our local providerIn addition to speaking with the legal assistance locally, we will be filing a complaint with [redacted] so they know who is out in the community horribly representing them