En-Touch Systems

I have someone looking at the account today and we will issue additional credit and contact the customer

Customer disconnected services within the 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/has been refunded back to the [redacted] *** Customer should see credit within 24-hours Customer has been notified

v\: [redacted] o\: [redacted] w\: [redacted] / [redacted] Style Definitions */ 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?

[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- If not, please let me know and I will have our director reach out to you immediately.Sincerely,Jonathan ***VP of Sales & MarketingenTouch Systems

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

Alarm service was to be disconcerted on 05/09/ Spoke to [redacted] and explained balance and end date for charges as April 1, amount due $and emailed information to customer Mrs*** agreed to pay balance $end date April 30, **Information was updated with CPA to new amount due and place account on hold until she paid**

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/billing The remaining balance along with the days of service for August remained unpaid Late fees were generated for the months of August, September and October, totaling $plus service charges that remained unpaid in the amount of $65.60, bringing her balance to $ We have removed all late fees in the amount of $and customer has paid the remaining balance of $ Issue has been resolved

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 $credit which includes a 30% discount to her overall bill plus an additional $discount She originally had a $credit to her bill which was replaced by the 30% last year Due to some technical problems she had experienced, we added the additional $ Out Director of the Call Center reached out to her on 1-14-and explained that we couldn't add the 30% off credit of $to the original credit of $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

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] Style Definitions */

[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

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/(which was the effective date of the disconnect) through 11/2/ 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

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 / [redacted] Style Definitions */

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 butI never received a call before hand or an appointment time to begin with and there was no note left proving he came to correct houseBut 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,

Entouch has contacted Ms [redacted] A refund was processed in the amount of $ 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

EnTouch has contacted the customer and provided an explanation of the feesWe emailed him a copy of his contract showing disclosuresSince it is a 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 phoneWe offer him an option to get out on those three servicesHe has decided to keep all the services for nowCustomer's issue resolved

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: 8/9/4:37: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

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,