Direct Communications

Direct Communications periodically? evaluates our service offerings? and makes adjustments as necessary? based upon the increasing demands of the technology and our customers.? As a result, the 2Mb speed package is no longer offered.? Customers were given 30-day notice of the 2Mb package being discontinued and given a free upgrade to the next lowest package of 6Mb for months.? We hope customers support our ambitious pursuit to be the premier broadband provider with reliable fast speeds to allow them to do more to enrich their lives with their internet connection

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe We should receive nights lodging refundedIf we do not receive the nights refund, I will contact the WiscB&B asocand the LaCrosse county Health Dept.to let them aware of the healer conditions We encountered.Sincerely, *** ** ***

We have been in contact with Mr*** and were able to resolve this problem to his satisfactionWe have lowered his *** *** price because *** *** was not able to honor the quote he was given The customer seems satisfied and will contact us directly if there are any more
issues.DC Team***

We are a working hobby farm Our website is www.rainbowridgefarms.com We are very clear on our site about being a farm I have no idea where they saw small dogs and some goats We also state the following on the first page of our website : Rainbow Ridge is a
working hobby farm. We raise award winning dairy goats, sheep, chickens, heritage turkey’s, and heritage pigs. As good stewards of the earth, we are committed to sustainable farming techniques. All of our animals are pasture/free-range and love to interact with our guests. A hike to the famous monkey tree with the goats is a must!It is important to us for our guests to understand that we are a farm On our website, you will also find a lot of pictures of all of our animals Our ducks, chickens, turkey's, and guinnea fowl are all free-range When MrMurrano and his wife arrived, *** checked them in They brought their luggage in and walked around the farm *** was working in the yard and I arrived home at 4: As I was getting out of my truck, they were putting their luggage in their vehicle I greeted them, and they told me they were leaving...it was "too farmy" and they had already paid, so "don't worry about it" They got in their car and left We had no indication that they were dissatisfied Additionally, there was no attempt on their part to tell us that they weren't happy and we were not given any opportunity to resolve any issues We are a working farm, and we have farm smells Our website is clear We have a couple of cats (2) that sleep on the front porch, however, they use the litter box in the barn Our rates are $per night plus tax that comes to a total of $(not the $he states) Additionally, they booked thru a 3rd party system that charges us a commission If they had told us, at the time, or even just have contacted us personally after they left, we would be more inclined to refund one night stay When a person is sneaky about leaving (they were not going to tell us *** was working in the yard, and if I hadn't come home when I did, we wouldn't have known.) At this point, based on the statements they made while here and the clarity of our website, we will not issue a refund.Thank you,***
*** and ***- Innkeepers Rainbow Ridge Farms Bed and Breakfast (608) 783-8181www.RainbowRidgeFarms.comFind us onFacebook

Direct Communications periodically? evaluates our service offerings? and makes adjustments as necessary? based upon the increasing demands of the technology and our customers.? As a result, the 2Mb speed package is no longer offered.? Customers were given 30-day notice of the
2Mb package being discontinued and given a free upgrade to the next lowest package of 6Mb for months.? We hope customers support our ambitious pursuit to be the premier broadband provider with reliable fast speeds to allow them to do more to enrich their lives with their internet connection

We have taken the liberty of contacting the customer directly to solve these issues.  We will be ensuring a better customer service solution with the customer and the customer's complaint will be resolved by the time we are done.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is astonishing to me that [redacted] would put so much effort into responding to our complaint once we submitted it to the Revdex.com.  If he had only given one percent of that same effort when we were trying to resolve our problems in the first place then we never would have had to write a complaint.  It is very easy for him to point to [redacted] or [redacted] and blame them for issues, but the main issue still remains: his sales rep promised us services that they never intended to provide.  My wife and I both work full time jobs, and have 3 children.  We do not have the free time available to make up stories or to call in to Direct Communications to "berate" his employees.  We honestly just wanted everything to work and I guess we were naïve to think that we would actually get issues resolved by trying to communicate with them.  For anyone reading this, we are warning you NOT to deal with Direct Communications.  Leadership and management set the tone for a company, and after dealing with [redacted], we now understand why this company is broken.  DO NOT believe what their sales reps tell you as they will say anything to get your signature, then afterwards, tell you that you can't get out of the contract.  Any business, especially management, should first point the finger at themselves to see what issues and problems that they can fix internally.  [redacted] and Direct Communications would rather point the finger at cable companies and at their own customers. Regards,[redacted]

Ms. [redacted] approached us directly after sending in this complaint and we have fixed the problem to her satisfaction.  Please let us know if any more response is necessary.

Thanks,

This customer was sold at the door on a [redacted] combination deal.  We were able to credit the customer $50 off their first [redacted] bill, thereby making it free for the first month with that credit carrying onto the second month, making it a reduced price.

The...

[redacted] portion of the deal was priced at $35 per month.   We do understand that their may be some mis-communication regarding the Long dishtance portion of that bill, but we offered to work with the customer on that, up to and including payin the customer's long distance bill, if necessary.  The customer has been unwilling to let us pay a portion of the [redacted] bill, demanding instead that we wipe out the entire bill.  In the meantime, the customer has had internet and phone service from [redacted] since November and has not paid anything towards that bill.  In the meantime, the customer has paid their bill consistently with [redacted], but did not receive a full bill until January and at no point has been billed more than $46 in total per month, including tax.

We are happy to work with the customer on their bill and will be happy to make certain that their total bill is as quoted, but we cannot even begin to negotiate a lower price or placing credit on their internet and phone bill unless they make a payment in any amount toward that bill.

Please let us know what we can do to help solve this situation for the customer.

Thanks,

DC Team

The original representative from our company contacted Ms. [redacted] directly and helped her understand her setup a little better and resolved his mistakes in quoting prices with her.  Her paid her $50 out of his own pocket to cover her costs for his mistake.  At last contact, the customer...

was happy with the resolution.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Like I had stated before, Direct Communications sold me a bundle which I was told I would be paying 1 bill with a total of $71 a month. The first month (November) it would be free, the second month (December) would be $38, and the third month there and after would be $71 total taxes included. Paying ONLY one bill which I asked many times and paying only 1 bill is what I wanted. They stated that the long distance would be unlimited Nationwide and some international calling would be free (depending on the area) and if it was not a free area it would be $0.05 max. I was never told they would be doing a contract for me with [redacted]. Had I been informed that I would be doing a contract with [redacted] I would not have accepted the offer. When I spoke to some of Direct Communications employees over the phone I stated very clearly that I did not mind paying portion of he [redacted] bill but that I did not find it right for me to have to pay the extreme long distance charges I was getting charged. I continue to say I do not mind paying the bill that have been due since but I did not want to pay anything on that account until the issue is resolved and I get a response of exactly what the amount Direct Communications will be paying and I could pay the $35 since November being a total of $140 up to this month of February. Regarding the services, I no longer have phone service as Direct Communications is stating I do and I have NEVER had internet service. The only services I stated I wanted were Phone and Cable. I would never agree to having internet as I do not even have a computer or devices that require internet at home. Again I do not mind paying the $140 to the account for [redacted]. Direct Communications is stating that the Cable is $46 and Phone is $35 which is a total of $81 a month not $71 a month that was originally said I would be paying monthly. At this point I am not a satisfied customer with their service they have provided and the information that was not given to me correctly. So I agree to pay $140 for the phone account and the cable that has been paid but I no longer want services through them. I will look for different service providers whom I will only be paying 1 bill like I enforced many times when the person from Direct Communications came to offer their services. I want the phone service and cable service off and I will look for a different provider. I do not find it that I should be charged a termination fee as I never even agreed to do a contract. I will pay what is needed to be paid from the monthly fees ($35 phone and $46 cable) up to this point but want out of all the services they are providing. I do need this to be taken care of as soon as possible so that I can continue to look for a different provider. Thank you for your attention to this matter. Your involving is greatly appreciated as this was the only way I got a respond back from Direct Communications.

Regards,

We will be contacting the customer to work out final details within 24 hours.  We will let her know the process for any cancellations that need to take place and will cover costs for [redacted] that she is not responsible for.  As a gesture of good faith we will also offer to lower her tv service bill to below the quoted price.  We will be happy to make certain the so far unpleasant experience becomes a pleasant one.

Thanks,

DCTeam

Ms. [redacted]'s install has been fraught with confusion from the beginning, and [redacted] has bent over backwards in an attempt to address any issues that have been brought to our attention by the customer.

We are a third-party retailer with [redacted] Network, [redacted],...

[redacted] Communications, and others.  We often partner Tv service from [redacted] or [redacted] with internet and/ or phone from companies such as [redacted] and [redacted].

Ms. [redacted] was set up under the name [redacted] on the 25th of October with [redacted] Network and with [redacted] on October 30th.

We received notice from the customer on the 25th that she was extremely upset because her credit card was charged for what she assumed was an activation fee. The customer started belligerent and escalated from there, but our representatives were able help her understand that that was simply the first month's bill, due at the time of install, and that we had actually taken $50 off of that first TV bill. The customer also wished to be switched to paper billing from email notification. [redacted] Network charges $10 for that service, but because the customer was adamant that she get it at no extra charge, we offered her $10 in credits to make up the difference. The customer was mollified and the call ended.  

The customer next called on the 28th of October because she was not receiving the [redacted] Network multi-sport pack.  Even though we did not have any notes on the form sent to us by our sales representative which stated she should have received this, we decided that the customer's happiness was paramount and offered to take an additional $10 off her monthly bill to compensate for the additional $11 that [redacted] would charge her for those channels.  We also offered her an additional $5 off per month because she believed she signed up for unlimited long distance, which she did not.

The customer next called on the 30th of October when [redacted] set her up for service and she was unable to plug in her wireless modem in the room in which she preferred because there was no phone jack in that room.  I took over this call, which was my first interaction with the customer, as I am the office manager.  The customer berated me for not knowing that she didn't have a phone jack (there are at least two in her house, but she felt that neither one would be satisfactory).  It was very difficult to work with the customer to completely define the issues she was having or to fix them as I found it difficult to speak during the verbal onslaught that came in my direction.  After I had been able to suggest that we could not know the internal contents, phone jacks or otherwise, of her home, she continued for another 5 minutes without me speaking before she decided that she did not like "my tone" and wished to speak to a higher level manager.  As I am the highest ranking "in office" person in our company, I informed her that there was no one else that she could speak to.

We agreed that we would attempt to use the upstairs phone jack in order to connect the wifi in the home and I sent a tech out to accomplish this.  The customer called in again upset, deciding that the use of the upstairs phone jack for wifi was no longer good enough. At our own expense for materials and technician's time, we sent the same tech out the following day to install a phone jack at the location that they wished.  This was on the 6th of November.  

The next we heard from the customer, she was again verbally abusive to my staff until I took over the call, at which point she proceeded to tell me about all the "lies" she had been told, both by our sales rep and by myself, and about how she had been "tricked" into signing up for a system which only allowed for the recording of 6 different TV programs at one time (or 9 during prime time) instead of the 6 per box that she had been led to believe (a feat which is technologically impossible).  After I attempted to correct her that there may have been some misunderstandings but that no one had lied to her, she went completely ballistic and kept repeating that I had not called her back at some point when I had told her that I would, which she seemed to feel proved her point that I had been lying all along.  When I asked her what she would like me to do at this point, she told me that she wanted me to cancel her services with [redacted] Network and remove the equipment from her home.  I told her that I had no power to do so and that she would have to contact [redacted] to make that happen.  She was again belligerent about how much she had been "lied to".  She screamed at me for an additional 5 minutes before abruptly hanging up the phone.  I did not call her back.

This customer has been a trial to deal with.  At no point was she willing to consider that any mistakes could have been the result of honest error rather than deliberate manipulation.  She would not accept that there was information that we could not be expected to know (such as that she had no phone jack in her home) and she did not even keep her story consistent as to problems or solutions the entire we we dealt with her.  She was deliberately abusive towards members of my staff and attempted to bully each individual with which she spoke. We spent time, money and effort to please a customer who is completely unable to be pleased and who was belligerent and confrontational from the moment we first dealt with her. I do not believe that [redacted] Network will let her out of her contract, nor should they.

Please let me know if any further response is necessary.  I understand that Ms. [redacted] will receive a copy of this writing and I expect that I will receive a belligerent, angry phone call afterwards, but I am done with attempting to placate this customer and will only receive such a call with great trepidation.

Thank you,

We have been in contact with Mr. [redacted] and were able to resolve this problem to his satisfaction. We have lowered his [redacted] price because [redacted] was not able to honor the quote he was given.  The customer seems satisfied and will contact us directly if there are any more...

issues.DC Team[redacted]