Complaint: ***I am rejecting this response because: Country Communications has still not upheld the verbal contract we agreed upon
The letter from Dan was well written and mostly accurateThey did come do the install and it went as he said, except I told him that my wife's VPN requirements exceeded the DSL connection we hadWe had not tested it with a working computer and login credentials prior to ordering the Satellite serviceI did get to read the disclosure immediately before signing the contract, while Dan was right there saying they would help us get out of the contract if it didn't work as we needed for the VPNThe problem is the distance the satellite data has to travel, it was much slower than the DSL for VPNIt would probably do file transfers and stream video better, but that is not what we needed it forDan said we wanted to cancel under pretense, but I don't know how that could beI told him we wanted the service exclusively for VPN, and it didn't work very well (not as well as the DSL service we already have) for VPNIt is exactly as I said.
As far as me being threatening or rude on the phone, I was bothThe woman I spoke with called me a liar and kept interrupting meSo I was rude right back to her AFTER I was treated like a criminalI only made one threat, I threatened to take country communications to small claims court for the contract fee, and nothing moreI didn't make any petty threats or personal attacksThis whole ordeal is a fine example of a company that just doesn't understand that running a business is 100% positive cash flowThey made a promise (to help me out of the contract), and they did NOTHING to help me out of the contractWhen I spoke with *** on the phone I calmly and concisely explained the entire situation and they said they don't deal with the installers much and that they hadn't heard from country communications.
Country communications also never returned my voicemails and gave me bad information over the phone, but none of that is actionableJust like the woman on the phone being rude to me, none of that mattersWhat matters is that Dan said they would help us out of the contract if it didn't work well with our VPN for my wife's job (and he said this while representing Country Communications), and the company failed to honor that contractWe both understand he was talking about the fee for cancelling the serviceThe fee was the subject of the entire conversation when he offered the help in the event the service wasn't compatible/optimal with VPNIt is for this reason and no other that I am demanding the funds in this claim and complaint.Sincerely,*** ***
In response to complaint# [redacted]. My name is Dan K[redacted] with Country Communications and I did the install for the customer referred while I was doing the installation I noticed the customer had [redacted] service and I asked [redacted] why he ordered our service when he already had DSL? He replied...
my wife is unable to log into her work via VPN on the [redacted] and would be using the Exede service for the VPN. He was concerned the VPN wouldn't work on our service and I told him if it didn't I would help him get out of his contract but my experience with the service is it works on VPN. The customer said he was not told about the contract and I gave him the disclosure prior to signing. The customer later called us to cancel his service and was extremely rude and wanted out of his contract we referred him to the [redacted] customer service to cancel. We then contacted [redacted] dealer support to report this customer and his request as no money is transferred directly from us to the customer. [redacted] worked out a deal with the customer and we were charged back for our sales commission by [redacted]. We didn't have to contact [redacted] or do anything as [redacted] knew fully what he was getting into when he signed the contract that was disclosed to him prior to and upon installation and the VPN worked fine but he figured out how to get it working on his DSL and wants to cancel under false pretense. Our address is public information and can be found through the state. we operate from a private warehouse with no customer reception and do not welcome anyone using a threatening tone and intimidation toward us. We have been selling and installing for [redacted] the past 9 years with little or no complaints and treat our customers as we would like to be treated when purchasing an unfamiliar product. we see a lot of customers get burned because they don't know and are not given disclosure by the selling company. We have one of the highest customer retention ratings with [redacted] due to our full disclosure to our customers so they are not surprised by usage limits or contracts.
Complaint: ***I am rejecting this response because: Country Communications has still not upheld the verbal contract we agreed upon
The letter from Dan was well written and mostly accurateThey did come do the install and it went as he said, except I told him that my wife's VPN requirements exceeded the DSL connection we hadWe had not tested it with a working computer and login credentials prior to ordering the Satellite serviceI did get to read the disclosure immediately before signing the contract, while Dan was right there saying they would help us get out of the contract if it didn't work as we needed for the VPNThe problem is the distance the satellite data has to travel, it was much slower than the DSL for VPNIt would probably do file transfers and stream video better, but that is not what we needed it forDan said we wanted to cancel under pretense, but I don't know how that could beI told him we wanted the service exclusively for VPN, and it didn't work very well (not as well as the DSL service we already have) for VPNIt is exactly as I said.
As far as me being threatening or rude on the phone, I was bothThe woman I spoke with called me a liar and kept interrupting meSo I was rude right back to her AFTER I was treated like a criminalI only made one threat, I threatened to take country communications to small claims court for the contract fee, and nothing moreI didn't make any petty threats or personal attacksThis whole ordeal is a fine example of a company that just doesn't understand that running a business is 100% positive cash flowThey made a promise (to help me out of the contract), and they did NOTHING to help me out of the contractWhen I spoke with *** on the phone I calmly and concisely explained the entire situation and they said they don't deal with the installers much and that they hadn't heard from country communications.
Country communications also never returned my voicemails and gave me bad information over the phone, but none of that is actionableJust like the woman on the phone being rude to me, none of that mattersWhat matters is that Dan said they would help us out of the contract if it didn't work well with our VPN for my wife's job (and he said this while representing Country Communications), and the company failed to honor that contractWe both understand he was talking about the fee for cancelling the serviceThe fee was the subject of the entire conversation when he offered the help in the event the service wasn't compatible/optimal with VPNIt is for this reason and no other that I am demanding the funds in this claim and complaint.Sincerely,*** ***
In response to complaint# [redacted]. My name is Dan K[redacted] with Country Communications and I did the install for the customer referred while I was doing the installation I noticed the customer had [redacted] service and I asked [redacted] why he ordered our service when he already had DSL? He replied...
my wife is unable to log into her work via VPN on the [redacted] and would be using the Exede service for the VPN. He was concerned the VPN wouldn't work on our service and I told him if it didn't I would help him get out of his contract but my experience with the service is it works on VPN. The customer said he was not told about the contract and I gave him the disclosure prior to signing. The customer later called us to cancel his service and was extremely rude and wanted out of his contract we referred him to the [redacted] customer service to cancel. We then contacted [redacted] dealer support to report this customer and his request as no money is transferred directly from us to the customer. [redacted] worked out a deal with the customer and we were charged back for our sales commission by [redacted]. We didn't have to contact [redacted] or do anything as [redacted] knew fully what he was getting into when he signed the contract that was disclosed to him prior to and upon installation and the VPN worked fine but he figured out how to get it working on his DSL and wants to cancel under false pretense. Our address is public information and can be found through the state. we operate from a private warehouse with no customer reception and do not welcome anyone using a threatening tone and intimidation toward us. We have been selling and installing for [redacted] the past 9 years with little or no complaints and treat our customers as we would like to be treated when purchasing an unfamiliar product. we see a lot of customers get burned because they don't know and are not given disclosure by the selling company. We have one of the highest customer retention ratings with [redacted] due to our full disclosure to our customers so they are not surprised by usage limits or contracts.