The Billing Supervisor has attempted to contact Mr*** since Thursday, December 15. She has emailed times and called times. She has also left messages with her direct number for a callback. In her message she has offered him possible solutions such as keeping the other three service, and cancelling the cable. He can also cancel the other services and keep only the alarm. These options are available to him as a solution to his complaint. We are not able to waive any mandatory fees. Up to this point he his not responding to any of our lines of communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They brought the excuse that *** had a proprietary programming and security panel needs to be changedFirstly, they were aware of the fact that they are coming to my house to change an *** system and if a panel is needed why they did not bring it along? or they did not come back the day after, or two days after to fix the issue? entouch promised me twice and no one showed up to my house. Secondly, after days waiting, I finally asked another security company to send their technician, namely, *** ***They reprogrammed the same panel in min! entouch is short on qualified installer technician and fail to properly provide them with parts
Regards,
*** ***
Sent: Tuesday, February 23, 2:PM To: drteam Subject: RE: We spoke to the customer and he was satisfied with what we had done to solve his problem. Did something change?
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Thank you Revdex.com for resolving
Activated international dialing. Left the customer a
voicemail and sent a follow up email. Both contained directions on how to
make calls and how it was a security feature preventing calls
Customer
called back and stated that International Dialing was working. Credited
by $charge that had been added to the customer’s account due to feature
not working
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.] Voice mail instructions on the website are incorrect. Phone line will need to be working consistently for several weeks before customer is satisfied.Wait time when calling customer service, technical support, needs to be quicker than minutes
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
These arbitrary price increases, after a contract has been agreed to, are unacceptable. I consider this to be a violation of the intent of the contractA contract is meaningless unless both parties adhere to it's termsIf the company can breech their side of the contract without any cause other than they are greedy, I should be able to breech my side, and just pay my bill if I feel like it, or not, as I so chooseI never asked that this expensive "Upgrade" to my service be madeI'm half blind and I can't tell the difference between HD and SD on my best dayThis looks like a very good cause for a class action suitI insist that the company honor the intent of the contract and roll my charges back to the agreed amount and refund any monies unethically collected
Regards,
*** *** ***
Bill insert went out in August 2016: "Beginning September 1, 2016, all enTouch cable customers with HD capable equipment will be charged a $HD Technology fee. The HD Technology fee provides access to enTouch HD technology on all outlets in the home connected to HD capable
equipment." The HD Technology fee helps to pay for the cost of providing access to enTouch HD technology on all outlets in the home connected to HD capable equipment.This is a standard fee that almost all cable providers charge, and certainly all of our competitors like ***, *** and *** ***. *** and *** both charge $for this fee. *** also charges $Over the last few months we've been slowly upgrading to b an all HD cable provider. Customers will continue to see more HD channels where before they only saw the in SD. The plan is to move completely to HD for all channels over the coming months
[A default letter is provided here which
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
The customer is claiming that her alarm service has not worked for the
past years. We requested information from the alarm monitoring
company, and the alarm was reporting in November of 2011. The customer
also switched phone providers during this time, so we need records
showing that she had active telephone service from November through
in order to verify that there was an issue with the alarm. When
the alarm was hooked up to our phone line, there was never an issue with
reporting, so the new provider probably did not hook up the new phone
line to the alarm. We are happy to look at issuing an appropriate
credit for any period of time in which enTouch was at fault, but this
period of time is certainly not seven years as we have records showing
the system was reporting through 2011. If the customer will provide us
with the records showing active phone service since 2011, we will look
at potentially issuing a credit since that time period if she was
testing her alarm per her contract
Revdex.com:
Again, the business failed to acknowledge why the original representative misinformed me that there was a balnce dueI was advised that the service was placed on vacation and there would be no additional billingEntouch waiving any late fees, doesn't rectify what I was advised and there was not any billing sent to me.
Regards,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Pilar of Entouch assured me that no further collection will be pursued after the balance of $is paid and it will not affect my credit.Thank you
Your account has been corrected and a credit issued back to the beginning of 2015. The charge has been removed and this will be reflected on your next statement on June 15th. The credits will be reflected on this statement as well. We attempted to reach you via the phone but had to
leave a message so please let me know if you have any other questions
[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Mr*** was contacted and advised that the balance of the account will be clearedAll charges have been cleared based on the 30-day trial period guidelines. He was satisfied with the solution
I apologize for the difficulties you had in getting your service installed on your security system. Unfortunately our technician was unable to get into your panel because it was propritary. We had planned to put in another panel, but my understanding is that you requested for us to
cancel the order. Is that correct?
The Billing Supervisor has attempted to contact Mr*** since Thursday, December 15. She has emailed times and called times. She has also left messages with her direct number for a callback. In her message she has offered him possible solutions such as keeping the other three service, and cancelling the cable. He can also cancel the other services and keep only the alarm. These options are available to him as a solution to his complaint. We are not able to waive any mandatory fees. Up to this point he his not responding to any of our lines of communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
They brought the excuse that *** had a proprietary programming and security panel needs to be changedFirstly, they were aware of the fact that they are coming to my house to change an *** system and if a panel is needed why they did not bring it along? or they did not come back the day after, or two days after to fix the issue? entouch promised me twice and no one showed up to my house. Secondly, after days waiting, I finally asked another security company to send their technician, namely, *** ***They reprogrammed the same panel in min! entouch is short on qualified installer technician and fail to properly provide them with parts
Regards,
*** ***
Sent: Tuesday, February 23, 2:PM To: drteam Subject: RE: We spoke to the customer and he was satisfied with what we had done to solve his problem. Did something change?
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Thank you Revdex.com for resolving
Activated international dialing. Left the customer a
voicemail and sent a follow up email. Both contained directions on how to
make calls and how it was a security feature preventing calls
Customer
called back and stated that International Dialing was working. Credited
by $charge that had been added to the customer’s account due to feature
not working
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.] Voice mail instructions on the website are incorrect. Phone line will need to be working consistently for several weeks before customer is satisfied.Wait time when calling customer service, technical support, needs to be quicker than minutes
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
These arbitrary price increases, after a contract has been agreed to, are unacceptable. I consider this to be a violation of the intent of the contractA contract is meaningless unless both parties adhere to it's termsIf the company can breech their side of the contract without any cause other than they are greedy, I should be able to breech my side, and just pay my bill if I feel like it, or not, as I so chooseI never asked that this expensive "Upgrade" to my service be madeI'm half blind and I can't tell the difference between HD and SD on my best dayThis looks like a very good cause for a class action suitI insist that the company honor the intent of the contract and roll my charges back to the agreed amount and refund any monies unethically collected
Regards,
*** *** ***
I have asked that the technician cell phone records be pulled along with the GPS tracking report. I will let you know my findings
Bill insert went out in August 2016: "Beginning September 1, 2016, all enTouch cable customers with HD capable equipment will be charged a $HD Technology fee. The HD Technology fee provides access to enTouch HD technology on all outlets in the home connected to HD capable
equipment." The HD Technology fee helps to pay for the cost of providing access to enTouch HD technology on all outlets in the home connected to HD capable equipment.This is a standard fee that almost all cable providers charge, and certainly all of our competitors like ***, *** and *** ***. *** and *** both charge $for this fee. *** also charges $Over the last few months we've been slowly upgrading to b an all HD cable provider. Customers will continue to see more HD channels where before they only saw the in SD. The plan is to move completely to HD for all channels over the coming months
Spoke w/ Mr*** and he states all is working
fine
now...advised him of the $credit to his account
Customer issue has been resolved and month of credit processed to the customer's account
[A default letter is provided here which
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
The customer is claiming that her alarm service has not worked for the
past years. We requested information from the alarm monitoring
company, and the alarm was reporting in November of 2011. The customer
also switched phone providers during this time, so we need records
showing that she had active telephone service from November through
in order to verify that there was an issue with the alarm. When
the alarm was hooked up to our phone line, there was never an issue with
reporting, so the new provider probably did not hook up the new phone
line to the alarm. We are happy to look at issuing an appropriate
credit for any period of time in which enTouch was at fault, but this
period of time is certainly not seven years as we have records showing
the system was reporting through 2011. If the customer will provide us
with the records showing active phone service since 2011, we will look
at potentially issuing a credit since that time period if she was
testing her alarm per her contract
Revdex.com:
Again, the business failed to acknowledge why the original representative misinformed me that there was a balnce dueI was advised that the service was placed on vacation and there would be no additional billingEntouch waiving any late fees, doesn't rectify what I was advised and there was not any billing sent to me.
Regards,
",sans-serif>Placed customer on new package and increased speed to Mbps to resolve issue
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Pilar of Entouch assured me that no further collection will be pursued after the balance of $is paid and it will not affect my credit.Thank you
Your account has been corrected and a credit issued back to the beginning of 2015. The charge has been removed and this will be reflected on your next statement on June 15th. The credits will be reflected on this statement as well. We attempted to reach you via the phone but had to
leave a message so please let me know if you have any other questions
[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Mr*** was contacted and advised that the balance of the account will be clearedAll charges have been cleared based on the 30-day trial period guidelines. He was satisfied with the solution
I apologize for the difficulties you had in getting your service installed on your security system. Unfortunately our technician was unable to get into your panel because it was propritary. We had planned to put in another panel, but my understanding is that you requested for us to
cancel the order. Is that correct?