[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 11868428, and find that this resolution would be satisfactory to me
Lenette S*** spoke to customer
this morning 9:39am
and credited $for days of outage. ***
was scheduled to go out today, but customer called at 11:05am. Customer stated
that the services were working and there was no need to send anyone out.
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
It has been almost years that we have the service with
entouch same speed and same number of devices at homeNothing has changed on
out endIt is not the speed that I am complaining, it is the interruption of
the serviceDead internetTheir technician have verified it when I was on
phone with them
Today 1/21/2016, I called the customer support in the
billing department to get the credit for last couple of months we have been
having issueThe rep put me on a long hold and after she came back she said
she cannot issue the credit because the problem was with my router! Such a big
lie and cheatingThe more I talk to them the more I hate their serviceI said
then why would the technician came to my house and replaced the modem in front
of meShe said this is what the tech put in the noteTotally liar!
Regards,
Customer's issue has been resolved and credit issued for month of service to compensate for outage incurred. Customer has been notified and issue resolved
Customer called in on September 26, requesting for his install charges to be dropped. It was explained to the customer that the day money back guarantee does not apply to any one time charges (per example installation or one time equipment charges). EnTouch has contacted the
collection agency and removed all pending charges and updated the status of the account
Technician was dispatched on 12-18. My understanding is that routers were hooked to the *** Q box and one we removed two of them, all services were restored. Please let me know if you are still having any issues
",sans-serif>Our technical support contacted customer and he has a booster and several
devices on megs speed plan. Customer is scheduled for a truck roll
today. Temporarily upgraded the customer on mgs yesterday prior to the
truck roll to see if this would resolve the issue. As of today customer
is still having issue even after upgrading to the mgs so we are proceeding
with the truck roll
Our supervisor Marcus [redacted] has attempted to contact you a couple of times and will continue to follow up. We have taken a look at your bill and found one of our current offers that should bring your pricing back in line with what you expect but he needs to review it with you prior to...
Customer has been contacted and services are actually working. She does not want...
to close case because she is not confident that the services will remain working. We are unable to do any additional troubleshooting due to she does not want to say one way or the other what issues she is continuing to have. There are no pending/open trouble tickets on her account.
Ms [redacted] is currently receiving a $66 credit which includes a 30% discount to her overall bill plus an additional $18 discount. She originally had a $56 credit to her bill which was replaced by the 30% last year. Due to some technical problems she had experienced, we added the additional...
$18. Out Director of the Call Center reached out to her on 1-14-15 and explained that we couldn't add the 30% off credit of $48 to the original credit of $56 because they are separate promotions. Additionally, adding the two credits together would amount to a 60% credit off her bill and enTouch would not be able to even cover the costs of her programming to the cable providers that we have to pay.
[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 [redacted], and find that this resolution would be satisfactory to me. Thank you.
Customer disconnected services within the 30 day money back guarantee and did not qualify for install waived due to the installation being discounted. His account has been disconnected and the amount paid by customer 8/23/16 has been refunded back to the [redacted] Customer should see...
credit within 24-48 hours. Customer has been notified.
Entouch has contacted Ms. [redacted]. A refund was processed in the amount of $68.53. There is a difference in the amount she paid and what was refunded due to customer not paying the final bill and video on demand charges. The balance has been explained to the customer. The...
Sent: Thursday, February 25, 2016 3:59 PMSubject: RE: Suspension of Revdex.com Accreditation We have been working directly with Mrs. Layla [redacted] on this issue. It has been a difficult process to get in contact with the customer. Once we were able to speak with her, an...
appointment was scheduled at a time of her convenience. She is on the schedule for March 1, in an attempt to resolve all of her issues. We have credited everything on the customer’s bill. Therefore, there is no balance due on the account. She is returning Entouch’s alarm equipment, and once she determines from Comcast what the charge is for replacing their equipment, she will then provide us with that information and we will reimburse her with that amount. She will also receive additional credits, once the equipment we installed is returned, which should be March 1.
Customer is
scheduled for installation 6/15/2015. He wants service earlier and we are
unable to provide an earlier time to the customer. Customer was door
tagged 2 times on the original install date of 6/8/15. Field Supervisor
has reviewed GPS, which shows the Tech arrived...
at 12:31pm and stayed 15-20
minutes and again at 2:20 pm.
Mr. [redacted] alarm service have been reactivated without any additional charges. He has not been charge an activation fee or deposit to activate services. He has been contacted by the Billing Supervisor and advised of the status of his 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 11868428, and find that this resolution would be satisfactory to me
Lenette S*** spoke to customer
this morning 9:39am
and credited $for days of outage. ***
was scheduled to go out today, but customer called at 11:05am. Customer stated
that the services were working and there was no need to send anyone out.
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
It has been almost years that we have the service with
entouch same speed and same number of devices at homeNothing has changed on
out endIt is not the speed that I am complaining, it is the interruption of
the serviceDead internetTheir technician have verified it when I was on
phone with them
Today 1/21/2016, I called the customer support in the
billing department to get the credit for last couple of months we have been
having issueThe rep put me on a long hold and after she came back she said
she cannot issue the credit because the problem was with my router! Such a big
lie and cheatingThe more I talk to them the more I hate their serviceI said
then why would the technician came to my house and replaced the modem in front
of meShe said this is what the tech put in the noteTotally liar!
Regards,
Customer's issue has been resolved and credit issued for month of service to compensate for outage incurred. Customer has been notified and issue resolved
Customer called in on September 26, requesting for his install charges to be dropped. It was explained to the customer that the day money back guarantee does not apply to any one time charges (per example installation or one time equipment charges). EnTouch has contacted the
collection agency and removed all pending charges and updated the status of the account
Technician was dispatched on 12-18. My understanding is that routers were hooked to the *** Q box and one we removed two of them, all services were restored. Please let me know if you are still having any issues
",sans-serif>Our technical support contacted customer and he has a booster and several
devices on megs speed plan. Customer is scheduled for a truck roll
today. Temporarily upgraded the customer on mgs yesterday prior to the
truck roll to see if this would resolve the issue. As of today customer
is still having issue even after upgrading to the mgs so we are proceeding
with the truck roll
Our supervisor Marcus [redacted] has attempted to contact you a couple of times and will continue to follow up. We have taken a look at your bill and found one of our current offers that should bring your pricing back in line with what you expect but he needs to review it with you prior to...
making any changes on the account.
I have someone looking at the account today and we will issue additional credit and contact the customer
Customer has been contacted and services are actually working. She does not want...
to close case because she is not confident that the services will remain working. We are unable to do any additional troubleshooting due to she does not want to say one way or the other what issues she is continuing to have. There are no pending/open trouble tickets on her account.
Ms [redacted] is currently receiving a $66 credit which includes a 30% discount to her overall bill plus an additional $18 discount. She originally had a $56 credit to her bill which was replaced by the 30% last year. Due to some technical problems she had experienced, we added the additional...
$18. Out Director of the Call Center reached out to her on 1-14-15 and explained that we couldn't add the 30% off credit of $48 to the original credit of $56 because they are separate promotions. Additionally, adding the two credits together would amount to a 60% credit off her bill and enTouch would not be able to even cover the costs of her programming to the cable providers that we have to pay.
[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 [redacted], and find that this resolution would be satisfactory to me. Thank you.
Customer disconnected services within the 30 day money back guarantee and did not qualify for install waived due to the installation being discounted. His account has been disconnected and the amount paid by customer 8/23/16 has been refunded back to the [redacted] Customer should see...
credit within 24-48 hours. Customer has been notified.
Customer has been contacted and $75 charge has been credited.
Entouch has contacted Ms. [redacted]. A refund was processed in the amount of $68.53. There is a difference in the amount she paid and what was refunded due to customer not paying the final bill and video on demand charges. The balance has been explained to the customer. The...
customer should have a check within this week.
Sent: Thursday, February 25, 2016 3:59 PMSubject: RE: Suspension of Revdex.com Accreditation We have been working directly with Mrs. Layla [redacted] on this issue. It has been a difficult process to get in contact with the customer. Once we were able to speak with her, an...
appointment was scheduled at a time of her convenience. She is on the schedule for March 1, in an attempt to resolve all of her issues. We have credited everything on the customer’s bill. Therefore, there is no balance due on the account. She is returning Entouch’s alarm equipment, and once she determines from Comcast what the charge is for replacing their equipment, she will then provide us with that information and we will reimburse her with that amount. She will also receive additional credits, once the equipment we installed is returned, which should be March 1.
I've attached a copy of the GPS map from the day our technician was dispatched on this job. Was he at the correct house?
Customer is
scheduled for installation 6/15/2015. He wants service earlier and we are
unable to provide an earlier time to the customer. Customer was door
tagged 2 times on the original install date of 6/8/15. Field Supervisor
has reviewed GPS, which shows the Tech arrived...
at 12:31pm and stayed 15-20
minutes and again at 2:20 pm.
Mr. [redacted] alarm service have been reactivated without any additional charges. He has not been charge an activation fee or deposit to activate services. He has been contacted by the Billing Supervisor and advised of the status of his account.
credit issued to customer and customer contacted