Exwire, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

According to our records, your request has been resolved. If you have anyfurther questions or concerns, please respond to this message.

We are dealing with three different issues in this complaint. Mr. [redacted] wrote into Exwire on August 15th, stating he was overcharged, and wanted a refund. The package Mr. [redacted] selected upon sign up was, Exwire Home Connect 4G plus, which included speeds up to 12mbps download, and...

1.5mbps Upload and 100GB of data each month at $2.00 per GB over for $55.00 a month. In the month of July Mr. [redacted] used 410.52GB of data. (The billing cycle ends on the 15th of each month. So, this was from July 15th-August 15th) On August 15th at 8:41pm I replied to Mr. [redacted]s email. I explained the overage charges, his options, as well as I included how to login to his portal to view his usage, and his contract. I gave Mr. [redacted] a one time courtesy credit in the amount of $635.94, which was issued August 15th 2017 at 8:56pm. Depending on the bank, or credit card company, refunds can take up to 10 days to be back into the customers account. On August 27th at 3:07pm Mr. [redacted] wrote in stating his service was down. I replied to Mr. [redacted] on August 27th at 4:13pm. I explained the reason for loss of service, and what we would need to do to reconnect Mr. Geroge. I let Mr. [redacted] know we had an appointment available August 30th between 9:00am and 10:00am. I also readdressed the concern with the charges, attached the contract, as well as my previous email I had sent. It was not until September 7th we received a return call from Mr. [redacted]. He called into our support center asking for an update on service restoral. I attempted to phone Mr. [redacted] several times that afternoon and the days following, only to receive a busy signal followed by a disconnect. After several attempts from myself, and the support center, we were able to reach Mr. [redacted]. We explained we would be able to reconnect his services, but we would need to place the equipment in a tree to provide us a clear line of sight. Mr. [redacted] confirmed he had a tree we could climb, and let us know either himself or his mother would be on site to provide the technician, and tree climber access to the home. The climb was scheduled September 8th between 9:00am and 10:00am. The technician and climber arrived, and determined, in fact, there was not a tree available for us to climb, and unfortunately we would no longer be able to proved Mr. [redacted] service. The technician called Mr. [redacted] from his home, and spoke with him to explain the situation. Before the technician left the home, he asked the manager to call Mr. [redacted] and explain in detail the steps to follow. It was at that time Mr. [redacted] was told the account would be cancelled, and he would be provided a refund of any monies owed. Mr. [redacted]s account was cancelled September 19th, and a refund of 153.34 was issued. Mr. [redacted] wrote in on September 19th stating he had not yet received his refund. On September 21st, I replied to Mr. [redacted]. I let him know his account had been cancelled, the refund had been issued, and I went ahead and attached the refund approval submitted by the credit card company showing the refund had been approved. I continued to make several attempts at contacting Mr. [redacted] via phone, along with our support center, but only received the static followed by a disconnect. Mr. [redacted] has long since received his refund. I will attach all communication dialogs, as well as the customer contract agreement to support all the above information.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} To whom it may concern, I received a message from Mrs. [redacted] on July 31, 2017. Mrs. [redacted] stated she had a tree on her property fall, and it took down our equipment which provides her internet service. Mrs....

[redacted] antenna for her Exwire internet service is placed in a tree which is the only way we were able to provide her with internet service.  When a customer needs a tree climb they sign a waiver stating they understand that our climbers are third party, and the customer is responsible for any charges that may occur during the time they are a customer with Exwire. Exwire does not staff tree climbers, they are a third party company, and not always available to Exwire. At 3:29pm, on July 31, 2017, I returned Mrs. [redacted] call. I let her know I had a tree climber in the area that was ahead of schedule that day. I asked if she was home, and let her know I was happy to send him over. My climber arrived at Mrs. [redacted] at 4:15pm on July 31, 2017. Upon arrival my climber told Mrs. [redacted] that it was unsafe for him to climb because the fallen tree had not yet been cleaned up, he was unable to maneuver his way through the yard or safely do his job until the tree was cleared up. My climber called me while with Mrs. [redacted] and let me know the situation. He then told Mrs. [redacted] we would not be able to return for 3 weeks to a month due to our office being closed from August 14th-August 23, 2017, and the climbers schedule is booked until the first week of September. At that time Mrs. [redacted] was also told we would suspend the billing, as well as we would be calling when we were available to schedule an appointment. We just returned back to the office on August 23, so I have not yet been able to schedule the climb for Mrs. [redacted], but will be calling the first part of next week.  Part 2 of this situation is Mrs. [redacted] concern with the billing. On August 2nd, 2009 Mrs. [redacted] signed up for Exwire service. She filled out a contract choosing a package with 7GB monthly data allowance, at $2.00 per GB over. Mrs. [redacted] has since chosen to upgrade her package twice. The first time was on December 4, 2014 and the package she chose was Home Connect 4G $45.00 a month and 50GB of data allowance per month at a $2.00 per GB overage charge, and the second, and current package is Home Connect 4G plus $55.00, a month, and 100GB of data allowance per month at a $2.00 per GB overage charge. From July 9th-July 30th Mrs. [redacted] used 325.54GB of data. As stated above Mrs. [redacted] package allows 100GB of data per month at $2.00 per GB over, totaling $531.91 for the July 10th - August 10th billing cycle. Mrs. [redacted] also has a past due balance of $70.00 from the June 10th - July 10th Billing cycle equaling a grand total of $601.91.  We are happy to give Mrs.[redacted] a one time courtesy credit for the overage charges. I will attach the tree climb agreement, the contract, as well as the email sent from Mrs. [redacted] requesting the upgrade for her package that again states the monthly data allowance, along with the Exwire terms and conditions. Tell us why here...

I am rejecting this response because: I have not been contacted by the business via phone or email and my credit card has not been refunded for the $23.

Review: We're paying for service that is not being provided. Issues with service are not being fixed, no service tech despite our pleas for help.

We pay for Exwire internet service based out of Colfax,CA (www.exwire.com), the service that we pay for is not completely provided. We constantly get dropped from service, sometimes for minutes, other times for almost up to a week. We use our internet for work and lose money and clients each time it goes out. One of the worst times of no service was Mar.14-Mar.19. We called Mar.14 reported the problem. We had to drive 24 miles to next town for internet service. We called Mar.15 and did not receive call back. We had to drive 24 miles to next town for internet service. Mar.16 no internet still. We had to drive 24 miles to next town for internet service. We called Mar.17 and left another message, did not receive call back again. We had to drive 24 miles to next town for internet service. Called Mar.18 and left 3rd message, no call back received. We had to drive 24 miles to next town for internet service. Mar.19 Exwire finally called back, we received internet. After 1 year of service, our router box that we paid from Exwire stopped working. They wanted to charge us for another despite their faulty equipment failed us. We had to replace it with our own money, bought another router from another source but same model. We use internet for our business and loose money and clients each time it goes out. We have notified them of this but they never seem to care or try to rectify the matter. Each time it goes out, we have to spend extra money and gas up our car to drive 24 miles roundtrip to the closest city that has free wifi at a public facility like Starbucks or McDonalds. We often use our phones to get internet at home and the internet goes out so often weekly for either minutes, hours or days that it switches from our paid Exwire internet to our 3G service. Our allotment for internet phone service goes over our usage because of this and we get charged an extra $15 usage fee every month. Sept.29th we lost internet. Sept.30 we contacted Exwire and was told they would respond the next day by 9am. We had to drive 24 miles to next town for internet service. Oct.1 after 10am we did not receive call and we contacted Exwire with our complaint. Was told they would look into the problem and let us know what they find. We had to drive 24 miles to next town for internet service. Oct.2 We were told a service tech would come to our house to fix the issue. We had to drive 24 miles to next town for internet service. We called Exwire after 4pm and was told issue was fixed and we could drive home to use our internet. Once we were home, the internet was not fixed. We called Exwire and complained but since it was after hours they said they could do nothing yet again. We told them to cancel our service on Oct.11. We had to drive another 24 miles to next town for internet service for the 2nd time that day, all the while loosing money from work, clients, and gas again. Oct.3 still no internet or service tech. Called Exwire and complained about our lack of service. Was told they were not sending a service tech because we told them we wanted to cancel service on Oct.11. We told them we still wanted service if we were paying for it until Oct.11. We were speaking with billing and they were rude, yelling and not listening to our issues. She did not send out a tech and hung up the phone on us. We never received a call back. We tried to call back after she hung up on us but got put on hold. Today is day 6 and still no internet or tech service. The two instances listed above for 2013 are just exactly that, two instances of many. We have even driven 24 miles roundtrip to their offices just to speak with them because they would not return our calls. We would like to be released from the contract because they are not providing the service we pay for. Desired Settlement: Requesting to get out of contract without being charged fees.

Business

Response:

Final Consumer Response

Consumer called and stated that company is letting out of contract. She stated it is resolved.

Review: I prepaid $23 for a week of "hotspot" internet access at a Lake Tahoe resort where Exwire was the internet service provider for the hotspot service. Their website states that refunds are available if a service complaint is registered the same day as the service is paid for.After prepaying for a week of service I discovered that the service is almost completely useless. It either is not connected at all or connects at a speed that is slower than dial-up service. I called their customer support line within an hour of paying to ask that the service be repaired or a refund provided. The customer service said their "2nd level" would contact me via phone or email.24 hours later I called in again to customer service as I had not been contacted. Again I was told that I'd be contacted within 24 hours via phone or email.On the 3rd day I called again with the same non-results. I have yet to receive any calls or emails nor have I had my money refunded.Desired Settlement: Refund my $23

Business

Response:

According to our records, your request has been resolved. If you have anyfurther questions or concerns, please respond to this message.

Consumer

Response:

I am rejecting this response because: I have not been contacted by the business via phone or email and my credit card has not been refunded for the $23.