I spoke with our billing manager yesterday regarding your situation and advised her to credit the additional purchase from your account. This will be reflected on your next statement.
I apologize if the technician did not call ahead as he is supposed to. I have escalated to his supervisor. We will be issuing a credit to your account for the upgraded cable package that you purchased that should appear on your next bill.
Most Recent MessageDate Sent: 8/9/2016 4:37:04 PMDefective equipment has been changed out for customer and tested. All systems are up and running. Customer has been advised of the issues that occurred which caused his system not to work properly. Customer contacted and issue resolved. Customer is satisfied with the service.
EnTouch is currently working with [redacted] in order for him to purchase his own [redacted] and Power Supply to remove the $8.00 charge from his account. [redacted] and been educated on the need for this piece of equipment in order for his services to work through...
EnTouch. Once he has purchased and installed the equipment, we will possibly be scheduling an appointment to complete additional work outside his home. Customer will complete the installation and provide EnTouch with the [redacted] once he purchases the equipment. We have provided [redacted] with the model number and has been in constant communications with him to get the equipment installed.
[redacted] -Please see the attached notes. It appears that you contacted us in August of 2011 to inform us that you had switched telephone numbers. At that time, we updated your information with the alarm monitoring company and successfully tested the service.In May of 2014, you contacted us letting us know that the telephone number had changed again. At this point, we were unable to get line seizure for the alarm system. We were unable to reach you until August when we scheduled a technician to come out on site.I am happy to credit you for the period between May and August but my understanding is that you are looking for a credit for 5 years of service. Our notes from the billing system and the monitoring station clearly show the system was working in the fall of 2011 and nothing indicated that there was an issue until the phone number change in May of 2014.
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 GPS looks like it is pointing to the correct house but. I never received a call before hand or an appointment time to begin with and there was no note left proving he came to correct house. But the star on the GPS looks correct. But since we werent notified when he was coming or when he was on the way or if he had been there . It seems irrelevant .]
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 [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.
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. I have received the documents, but they do not provide a complete solution. Secondly, getting completely out is also not the option. I still need to continue with their security service, for which the price gets higher after un-bundling. I have sent a follow up email listing my questions to Entouch. I am still waiting to hear from them.I have informed them in my email (attached), that this Revdex.com complaint remains open till Entouch provides proper documentation.Regards,[redacted]
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.
There was no door tags at all at my home . This is either a case of them going to the wrong house or a lie on their part. I have stated multiple times to [redacted] that there was no call made to me or tags left on my door at all let alone twice which according to [redacted] is protocol on a home installation. Due to this breach in company protocol and the unwillingness to resolve this issue is why this complaint was made in the first place. ]
Regards,
We are currently investigating to find out the rep who took your call and will take appropriate disciplinary actions.I believe your service has been restored, but please let me know if not.
I spoke with our billing manager yesterday regarding your situation and advised her to credit the additional purchase from your account. This will be reflected on your next statement.
Customer's account has been credited for the $50 secure connect. He should see an additional credit on his next bill.
I apologize if the technician did not call ahead as he is supposed to. I have escalated to his supervisor. We will be issuing a credit to your account for the upgraded cable package that you purchased that should appear on your next bill.
Most Recent MessageDate Sent: 8/9/2016 4:37:04 PMDefective equipment has been changed out for customer and tested. All systems are up and running. Customer has been advised of the issues that occurred which caused his system not to work properly. Customer contacted and issue resolved. Customer is satisfied with the service.
EnTouch is currently working with [redacted] in order for him to purchase his own [redacted] and Power Supply to remove the $8.00 charge from his account. [redacted] and been educated on the need for this piece of equipment in order for his services to work through...
EnTouch. Once he has purchased and installed the equipment, we will possibly be scheduling an appointment to complete additional work outside his home. Customer will complete the installation and provide EnTouch with the [redacted] once he purchases the equipment. We have provided [redacted] with the model number and has been in constant communications with him to get the equipment installed.
[redacted] -Please see the attached notes. It appears that you contacted us in August of 2011 to inform us that you had switched telephone numbers. At that time, we updated your information with the alarm monitoring company and successfully tested the service.In May of 2014, you contacted us letting us know that the telephone number had changed again. At this point, we were unable to get line seizure for the alarm system. We were unable to reach you until August when we scheduled a technician to come out on site.I am happy to credit you for the period between May and August but my understanding is that you are looking for a credit for 5 years of service. Our notes from the billing system and the monitoring station clearly show the system was working in the fall of 2011 and nothing indicated that there was an issue until the phone number change in May of 2014.
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 GPS looks like it is pointing to the correct house but. I never received a call before hand or an appointment time to begin with and there was no note left proving he came to correct house. But the star on the GPS looks correct. But since we werent notified when he was coming or when he was on the way or if he had been there . It seems irrelevant .]
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 [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.
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. I have received the documents, but they do not provide a complete solution. Secondly, getting completely out is also not the option. I still need to continue with their security service, for which the price gets higher after un-bundling. I have sent a follow up email listing my questions to Entouch. I am still waiting to hear from them.I have informed them in my email (attached), that this Revdex.com complaint remains open till Entouch provides proper documentation.Regards,[redacted]
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.
There was no door tags at all at my home . This is either a case of them going to the wrong house or a lie on their part. I have stated multiple times to [redacted] that there was no call made to me or tags left on my door at all let alone twice which according to [redacted] is protocol on a home installation. Due to this breach in company protocol and the unwillingness to resolve this issue is why this complaint was made in the first place. ]
Regards,
We are currently investigating to find out the rep who took your call and will take appropriate disciplinary actions.I believe your service has been restored, but please let me know if not.