[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.
Revdex.com:
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.
The intent of my complaint was to address Entouch's systematic false billing for late fees, which occured on my account for the life of my relationship with this company. I believe Entouch conducted this pratice of adding unjustified late fees to all customers receiving paper billing. Their response only addressing my attempt to discontinue service with them. They completely ignored the substance of my complaint.
Regards,
Mr[redacted], my understanding that we contacted you on
June 19th and a trouble ticket was created
to send a Technician out on June 27th. I don't believe you were available the week of June 21st and you requested
June 27th as the service date. Please let me know if I have received incorrect information
[redacted] -I apologize for the lack of communication. My understanding is that our call center supervisor, Kevin [redacted], was able to resolve the issues related to this complaint on 12-16-14. If not, please let me know and I will have our director reach out to you...
immediately.Sincerely,Jonathan [redacted]VP of Sales & MarketingenTouch Systems
Alarm service was to be disconcerted on 05/09/2015.
Spoke to [redacted] and explained balance and end date for
charges as April 1, 2015 amount due $207.77 and emailed
information to customer. Mrs. [redacted] agreed to pay balance $207.77 end date...
April
30, 2015.
**Information was updated with CPA to new amount due and
place account on hold until she paid**
Mr. [redacted] -Since you have decided to go with another security company, what are you looking for in terms of resolution from enTouch? I'm happy to work with you but am unclear as to what you are looking for.
EnTouch has contacted Mrs. [redacted] and explained her account balance. She had a past due balance prior to her account being placed on [redacted]. Due to the past due balance on the account, she incurred late fees. The last payment she made to the account was 8/7/17, which covered a...
portion of her 7/1/17 billing. The remaining balance along with the 27 days of service for August remained unpaid. Late fees were generated for the months of August, September and October, totaling $34.50 plus service charges that remained unpaid in the amount of $65.60, bringing her balance to $99.95. We have removed all late fees in the amount of $34.50 and customer has paid the remaining balance of $65.60. Issue has been resolved.
Field Supervisor went to service customer's alarm. Currently system is working and Field Supervisor is monitoring. Customer is satisfied and working directly with Field Supervisor on any future issues.
Revdex.com:
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. En-Touch states that we changed phone providers during the specified period, but we have NEVER changed phone providers. We have always had our landline phone service with [redacted] since 2007. I spoke with a [redacted] rep([redacted]) on October 16, 2014 to verify if there ever indeed was a problem with our line being inoperable. She could find nothing showing our line being down or any other reason we would have been without service. She stated she could forward past billing to En-touch to show this.I just received the alarm monitoring report from Pilar dated Monday, December 8, 2014. From what I can make of the report it starts in April 2007 and says "system added" but in May, 2007 is states "system deleted" and no corresponding numbers showing the different zones associated with the supposed signal. It remains this way throughout remainder of the report. It also shows in November, 2013 our account was set INACTIVE.To reiterate, we maintained our end of the contract agreement by testing our alarm and thought we were being monitored so if we ever needed emergency personnel our alarm would be able to contact them. Because we found this not to be the case, we would like monies refunded for monitoring we never received.
Regards,[redacted]
EnTouch has contacted the customer and provided an explanation of the fees. We emailed him a copy of his contract showing disclosures. Since it is a 3 year contract agreement, and he did not sign for the contract (only for alarm), he is within his legal rights to get out of the contract for the...
cable, internet, and phone. We offer him an option to get out on those three services. He has decided to keep all the services for now. Customer's issue resolved.
I have our technical support team researching the issue and they will be in contact shortly to have one of our technicians schedule a time to come look at the issue
Revdex.com:
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.
Our Internet service has been out for a week, not two days. Additionally, I have been waiting for 3 days for someone to call me to tell me that they are working on the issue and/or resolved the issue(s). When I called today I just got transferred around and no one could answer my questions. Tech service was scheduled today (Friday) and I did not want the tech to waste his time to come to the house if indeed, the service issue(s) have been solved. I did not receive a formal notification that the issue(s) have been solved and "took a chance" and canceled the service.
Regards,
**
Revdex.com:
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. Customer Service Issues
I pay for internet service from Entouch, but I have not had working service for 3 weeks. My Entouch phone and TV have also been intermittent. I have called their customer support more than 10 times over this period. It is exceedingly time consuming just to get a hold of an Entouch customer service representative: my wait time to speak with a rep has varied between 12 minutes to over an hour and 15 minutes. And when I finally do get connected with a rep, they simply tell me the next available "all day" (12-hour appointment window) is 4-7 days away. I have had a tech come to my house twice over the past 2.5 weeks. Both times, the tech temporarily restored my internet, only for it to fail again within one day. For the first service call, I had to take a day off work to wait for the "all day" appointment, and the second time I had to spend my entire Saturday tethered to home, again waiting for an "all day" appointment. My Entouch fiber ONT box on the side of my house stays exceedingly hot. I believe that the ONT is defective and causing my internet outage. In fact, I am concerned that Entouch's ONT is a fire hazard to my house. I have told Entouch this.Refund1) Full refund for 3 weeks of non-service, and 2) release me from my entire Entouch contract.
Regards,
The account has been disconnected effective the date of the customer request. A credit has also been issued for the service charges from 10/26/2016 (which was the effective date of the disconnect) through 11/2/2016. Customer was contacted and a message left on his voicemail due to no...
answer from the customer. An estimated statement reflecting these credits was sent as an attachment to his email.
[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.
[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 very much for your assistance.
Revdex.com:
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.
The 30 MBPS is what I'm paying for anyways. So placing me on the 30MBPS line was something Entouch should have done anyways. They should be refunding the money they have overcharged all this time and for the internet downtime.
Regards,
Paul [redacted]
Mr. [redacted] has been contacted and issue resolved. EnTouch has credited the [redacted] of $200 leaving the customer with and credit of $135.10. Credit refund is being processed and should be mailed to the customer by the end of this week (June 9).
[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.
Revdex.com:
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.
The intent of my complaint was to address Entouch's systematic false billing for late fees, which occured on my account for the life of my relationship with this company. I believe Entouch conducted this pratice of adding unjustified late fees to all customers receiving paper billing. Their response only addressing my attempt to discontinue service with them. They completely ignored the substance of my complaint.
Regards,
Mr[redacted], my understanding that we contacted you on
June 19th and a trouble ticket was created
to send a Technician out on June 27th. I don't believe you were available the week of June 21st and you requested
June 27th as the service date. Please let me know if I have received incorrect information
[redacted] -I apologize for the lack of communication. My understanding is that our call center supervisor, Kevin [redacted], was able to resolve the issues related to this complaint on 12-16-14. If not, please let me know and I will have our director reach out to you...
immediately.Sincerely,Jonathan [redacted]VP of Sales & MarketingenTouch Systems
Alarm service was to be disconcerted on 05/09/2015.
Spoke to [redacted] and explained balance and end date for
charges as April 1, 2015 amount due $207.77 and emailed
information to customer. Mrs. [redacted] agreed to pay balance $207.77 end date...
April
30, 2015.
**Information was updated with CPA to new amount due and
place account on hold until she paid**
Customer account has been disconnected and balance written off effective 2-15-16. Customer has been notified.
Mr. [redacted] -Since you have decided to go with another security company, what are you looking for in terms of resolution from enTouch? I'm happy to work with you but am unclear as to what you are looking for.
EnTouch has contacted Mrs. [redacted] and explained her account balance. She had a past due balance prior to her account being placed on [redacted]. Due to the past due balance on the account, she incurred late fees. The last payment she made to the account was 8/7/17, which covered a...
portion of her 7/1/17 billing. The remaining balance along with the 27 days of service for August remained unpaid. Late fees were generated for the months of August, September and October, totaling $34.50 plus service charges that remained unpaid in the amount of $65.60, bringing her balance to $99.95. We have removed all late fees in the amount of $34.50 and customer has paid the remaining balance of $65.60. Issue has been resolved.
Field Supervisor went to service customer's alarm. Currently system is working and Field Supervisor is monitoring. Customer is satisfied and working directly with Field Supervisor on any future issues.
Revdex.com:
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. En-Touch states that we changed phone providers during the specified period, but we have NEVER changed phone providers. We have always had our landline phone service with [redacted] since 2007. I spoke with a [redacted] rep([redacted]) on October 16, 2014 to verify if there ever indeed was a problem with our line being inoperable. She could find nothing showing our line being down or any other reason we would have been without service. She stated she could forward past billing to En-touch to show this.I just received the alarm monitoring report from Pilar dated Monday, December 8, 2014. From what I can make of the report it starts in April 2007 and says "system added" but in May, 2007 is states "system deleted" and no corresponding numbers showing the different zones associated with the supposed signal. It remains this way throughout remainder of the report. It also shows in November, 2013 our account was set INACTIVE.To reiterate, we maintained our end of the contract agreement by testing our alarm and thought we were being monitored so if we ever needed emergency personnel our alarm would be able to contact them. Because we found this not to be the case, we would like monies refunded for monitoring we never received.
Regards,[redacted]
EnTouch has contacted the customer and provided an explanation of the fees. We emailed him a copy of his contract showing disclosures. Since it is a 3 year contract agreement, and he did not sign for the contract (only for alarm), he is within his legal rights to get out of the contract for the...
cable, internet, and phone. We offer him an option to get out on those three services. He has decided to keep all the services for now. Customer's issue resolved.
I have our technical support team researching the issue and they will be in contact shortly to have one of our technicians schedule a time to come look at the issue
Revdex.com:
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.
Our Internet service has been out for a week, not two days. Additionally, I have been waiting for 3 days for someone to call me to tell me that they are working on the issue and/or resolved the issue(s). When I called today I just got transferred around and no one could answer my questions. Tech service was scheduled today (Friday) and I did not want the tech to waste his time to come to the house if indeed, the service issue(s) have been solved. I did not receive a formal notification that the issue(s) have been solved and "took a chance" and canceled the service.
Regards,
**
Revdex.com:
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. Customer Service Issues
I pay for internet service from Entouch, but I have not had working service for 3 weeks. My Entouch phone and TV have also been intermittent. I have called their customer support more than 10 times over this period. It is exceedingly time consuming just to get a hold of an Entouch customer service representative: my wait time to speak with a rep has varied between 12 minutes to over an hour and 15 minutes. And when I finally do get connected with a rep, they simply tell me the next available "all day" (12-hour appointment window) is 4-7 days away. I have had a tech come to my house twice over the past 2.5 weeks. Both times, the tech temporarily restored my internet, only for it to fail again within one day. For the first service call, I had to take a day off work to wait for the "all day" appointment, and the second time I had to spend my entire Saturday tethered to home, again waiting for an "all day" appointment. My Entouch fiber ONT box on the side of my house stays exceedingly hot. I believe that the ONT is defective and causing my internet outage. In fact, I am concerned that Entouch's ONT is a fire hazard to my house. I have told Entouch this.Refund1) Full refund for 3 weeks of non-service, and 2) release me from my entire Entouch contract.
Regards,
The account has been disconnected effective the date of the customer request. A credit has also been issued for the service charges from 10/26/2016 (which was the effective date of the disconnect) through 11/2/2016. Customer was contacted and a message left on his voicemail due to no...
answer from the customer. An estimated statement reflecting these credits was sent as an attachment to his email.
[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.
[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 very much for your assistance.
Revdex.com:
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.
The 30 MBPS is what I'm paying for anyways. So placing me on the 30MBPS line was something Entouch should have done anyways. They should be refunding the money they have overcharged all this time and for the internet downtime.
Regards,
Paul [redacted]
Mr. [redacted] has been contacted and issue resolved. EnTouch has credited the [redacted] of $200 leaving the customer with and credit of $135.10. Credit refund is being processed and should be mailed to the customer by the end of this week (June 9).
I have someone applying a credit to your account and future bills today