Fischer Electrical Construction, Inc.

Spoke to complainant to acknowledge receipt of her complaint and provided her with my contact information. I am working with appropriate personnel to determine the options for the complainant

Revdex.com,
I emailed the complainant on 6/4/16, to request that she provide her Hawaiian Telcom account number, so that we may investigate her billing concernsSincerely,
Nathan G***
Specialist - Customer Relations

Aloha! An email was sent to the email address the complainant provided in his complaint summarizing Hawaiian Telcom's actions as it pertains to this complaint. I asked the complainant to call or email me to discuss how his complaing can be resolved. Mahalo,
Dana W*** *** ***

Initial Business Response /* (1000, 5, 2014/05/15) */
Contact Name and Title: *** Wong* Specialist
Contact Phone: ***
Contact Email: [email protected]
I called ***for the complainant and was advised that he was not availableI left a message for him to
call me at ***, Monday through Friday, 8:a.mto 4:p.m
Initial Consumer Rebuttal /* (3000, 8, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hawaiian Telcom has contacted me several times since my complaint to the Revdex.com and I have spoken with a representativeI have been told they are in the process of issuing a check but I do not have it yetWhen I receive it and it is for the correct amount I will consider the issue resolved satisfactorily

I spoke to the complainant at 2:p.mthis afternoon and apologized for her experience. She provided details of her complaint and I assured her that I would work with the appropriate offices to determine root cause and take corrective actions. I reviewed that there
was definite lack of follow up on December 3, 2015, when she expected to have her request to disconnect service submitted by representatives at Hawaiian Telcom's Kahala location, which resulted in continued billing. I also confirmed that her second request to disconnect telephone service on January 20, 2016, was completed and explained that her January 16, 2016, invoice does not reflect that. I apologized that our representative did not provide proper expectations regarding removal of the service being reflected on the next invoice, which is her invoice dated February 16, 2016. The complainant also shared that her internet service is not working properly since disconnecting her telephone service. I have arranged to have the complainant contacted this evening, January 26, 2016, between 9:p.mand 10:p.mas she requested. I will follow up with the complainant to ensure that all matters have been addressed and again on February 18th or 19th to review her February 16, 2016, invoice. The complainant can reach me at 643-3377, Monday through Friday, between 8:a.mand 4:p.m. Mahalo, Dana Wong

Aloha! I left a voice message for the complainant at approximately 11:a.mto apologize for the delay and asked that he call me back at *** after 12:p.mtoday. I will work with appropriate departments to better isolate the problem affecting the complainant's telephone service and improve the January 18, 2015, repair commitment as needed. Mahalo, *** ***

On April 15, 2015, I spoke to the complainant, but she shared that it was not a good time to discuss her complaint. We agreed that I would follow up with her on April 16, 2015, at 12:noon.
I called the complainant as promised, but reached the voice mail on her cell
phone. I left a message asking that she call me back.I welcome a call from the complainant and will continue to make efforts to contact the complainant until this matter is resolved. My phone number is ***, Monday through Friday, 8:a.mto 4:p.m. If I don't answer, the complainant may leave a voice message to let me know the best time to call and number to reach her atSincerely,
*** ***
Hawaiian Telcom Customer Relations
***

Hawaiian Telcom ("Company") recognizes and apologizes for the lack of communication after the initial problem was determinedHowever, after receiving this complaint, the Company did its best to help the complainant understand that the conduit, which is underground on the complainant's property, was clogged and that Hawaiian Telcom was not able to repair or replace the wiring that ran through the conduitThe Company attempted to help the customer locate the specific location of the obstruction in the conduit and explained it was their responsibility to maintain the conduit. The complainant's were asked to repair or replace the conduit at their expense, which is in accordance of the tariffs filed with the Public Utilities Commission (“PUC”)
The specific tariff, Section DUnderground Connections, No1, states "In areas where the Company maintains an underground distribution system for its own operational purposes, or in redevelopment or urban renewal areas where it furnishes underground facilities, or where the Company is required by law to construct its facilities underground, the Company will, at its expense, extend the individual service connection (service lateral) underground to the property line of each lot occupied by an applicant or Customer in accordance with its established construction standardsThe Company will determine the point on the property line to which it will extend its underground constructionThe applicant or Customer at his expense shall perform all trenching and backfill and furnish, install and maintain on his property the required underground conduit system (conduit, pull boxes, etc.) satisfactory to the CompanyThe Company will then furnish, install and maintain in accordance with its construction standards and at its expense up to feet of underground wiring on the applicant's or Customer's propertyThe applicant or Customer will be required to bear the installed cost of any wiring required in excess of feet."
Although the complainant may not have installed the underground conduit facilities, it is still the property owner’s responsibility to maintain it to the Company’s satisfaction in order for the Company to maintain its facilities (wiring) to provide its servicesOn June 28, 2016, the Company sent another technician to the complainant's propertyThis technician was able to temporarily restore the complainant’s service. However, the Company recommends that the conduit on their property either be cleared or replaced in order for the Company to repair or replace its wiring.
With regards to service credits, the Company will provide them in accordance with the tariffs filed with the PUC, specifically Section 1.26.2, which states “The liability, if any, of the Telephone Company for damages arising out of mistakes, omissions, interruptions, delays, errors or defects occurring in the course of furnishing services or facilities, or both, by the Telephone Company shall in no event exceed an amount equal to the proportionate charge of the Customer for the period during which such mistake, omission, interruption, delay, error or defect occurs.”

Revdex.com,
I spoke with the complainant on July 27, regarding her concerns about Hawaiian Telcom (“HT” or “Company”) High Speed Internet (“HSI”) service and the level of customer service she received from Company representatives
I apologized that Company representatives may not have fully reviewed the HSI options that were available when the complainant first contacted HT to order phone and internet services. We also recognized an opportunity where HT representatives the complainant worked with thereafter, could have investigated further as to why internet speed seemed slow. The complainant’s feedback has been referred to the responsible department and appropriate action has been taken
Regarding service issues, a technician was dispatched on July 27, 2016, and the complainant confirmed HSI problem was resolved
The complainant has a pending order to upgrade internet service on August 4, 2016. We agreed I would follow up with her later that day or on August 5, 2016. The complainant has my contact information, should she have any further questions
Sincerely,
Nathan G***
Customer Relations Specialist

A voice message was left on the complainant's contact number asking that she call Hawaiian Telcom's Corporate Security Team at ***, Monday through Friday, between 8:a.mand 4:p.m. Complainant has not called back. I have been advised that due to fraudulent activity,
Hawaiian Telcom established a temporary toll block to certain countries, including Western Samoa. This was a necessary precaution to protect its network. After further investigation, it has been determined that the toll block for calls to Western Samoa is not necessary. The toll block will be removed and the complainant will be able to make calls to Western Samoa effective January 9, 2016. The complainant may call 643-6111, available hours a day and days a week, or *** and ***, Monday through Friday from 8:a.mto 4:p.m., if she has any questions or needs further assistance. I will send the complainant an email notifying her of this outcome. Mahalo, Dana W*** Customer Relations, ***

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

*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** ***
"">Hi, I've just submitted a complaint againt Hawaiian Telcom using your online complaint form. But when I enter *** in the Order #: textbox on the second to the last form, somehow an 'a' was added to the end of my order number. So now my Order # is ***a, which is incorrect. I went back to the previous page and check, sure enough I didn't enter ***a but the 'a' was still added for some reason when I proceeded to the Review and Submit page. I printed a copy of my complaint and the 'a' was there. So now I'm asking you to please remove that extra 'a' from my Order # as it should be ***. Thank you very much for your assistance

Our relative who is elderly was recently visited by a rep from from Hawaiian Tel Com in the evening Her spouse is recently deceased and she was home alone She was very frightened by this attempt to engage with her under these circumstances This practice should not be allowed at all

Revdex.com,
I spoke with the complainant on August 26, to review his concernsHe shared with me that he has not been getting bills from our Company and confirmed that our records for his mailing address is correctHe also shared that he received a copy of the invoice dated August
10, 2014, which was sent by a Company supervisor when he reported not receiving it, but he perceives that it did not match the online invoice for the same period
I replied that our records do not reflect that any of his bills, which I confirmed were mailed out each month, were returned by the United States Postal Service ("USPS")I also requested that he look at his online account, so that we can review what information he saw that did not match the August bill copy he received
The complainant then shared with me that he is wasting his time discussing the Company's continued errors with his billing and in continually disputing late fees we bill him because he has not received our billHe used multiple expletives during our conversationHe eventually hung up on me and did not provide me with an opportunity to further assist him
The complainant's account is current
To recap, the Company is sending the complainant's bills out each month on time, billing him late fees in accordance with the tariffs filed with the State of Hawaii Public Utilities Commission and will send Past Due Notices when it is deemed appropriateIf the complainant would like to discuss this further, please have him contact me at *** Monday - Friday, from 8:a.mto 4:p.m
Sincerely,
*** ***
Customer Relations Specialist

On July 15, 2016, at 4:16PM, I called the contact number provided on the complaint and reached a voicemail. I left a voice message asking the complainant to call me at *** until 4:45PM on July 15, 2016, or at 643-3377, where she could leave a voice message or call back during
office hours, Monday through Friday, 8:a.mto 4:p.m. In order to begin my investigation, I will need the Hawaiian Telcom account or telephone number. Mahalo, Dana W***, Customer Relations Specialist

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

Complaint:
***
I am rejecting this response because: I have provided my account details so that they may be made aware of the fraudulent charge to my account, but I have not yet been contacted my them about any resolution and the fraudulent charge is still on my account
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/06/25) */
Revdex.com,
I spoke with *** *** on 6/19/to review his concerns
Mr*** had worked with our residential office to take over Hawaiian Telcom ("HTI" or "Company") phone number ***, which was under the name of his
mother, ** ***, who had passed away on 2/21/She had account number ***
I confirmed that the change orders were completed to close out Ms*** account, and to create a new account number *** under his name
I also explained that Ms*** final bill dated 6/7/included a charge of $for an unreturned modemSince he was taking over Ms*** services, which included HT's High Speed Internet ("HSI"), this charge was billed in errorThe has been credited, leaving a credit balance of $Mr*** agreed to have this credit transferred to his accountI advised him that his 7/10/invoice will reflect this credit, and his mother's account will have a zero balance
In regards to his concern about his HSI order being completed on 6/17/14, he confirmed for me that HSI was working as of that date
The Company trusts this provides the Revdex.com with the information required to resolve this matterIf you have any further questions, please contact me at ***, Monday - Friday, from 8:a.mto 4:p.m
Sincerely,
*** ***
Customer Relations Specialist

Revdex.com,
face="Calibri">
I spoke with the complainant on November 6, regarding his concerns that Hawaiian Telcom (“HT” or “Company”) was promoting, via our website at www.hawaiiantel.com, a phone and High Speed Internet (“HSI”) bundle with internet speeds up to Megabits Per Second (“Mbps”), at a monthly rate of $for four years He contacted our Residential Office on October 13, to order this bundle. But after the order was completed, he found that his HSI speed was up to Mbps. He complained that HT should provide him with the HSI speed being offered at our website
The complainant worked with a Residential Billing Office ***ervisor on October 23, 2014, to dispute the HSI speed that was provisioned. Our ***ervisor confirmed that the $40.00-a-month rate for the bundle he ordered included HSI speeds of up to Mbps, and apologized for any miscommunication that may have occurred. As a compromise, the ***ervisor offered the complainant a $HSI credit for months, which was accepted
I advised the complainant that the Company’s website department investigated and confirmed that that the bundle promotions were correctly detailedThe complainant reiterated his perception that the bundle promotion he saw at our website included Mbps
I advised the complainant that an opportunity for improvement was for our residential order representative to more clearly confirm the rates and services that were being provisioned for him. This has been reviewed with our management team and appropriate action was taken. I also confirmed that the $HSI credit was reflected on his November 1, invoice
The Company trusts this provides the Revdex.com with the information required to resolve this matter. If you have any further questions, please contact me at 643-3377, Monday - Friday, from 8:a.mto 4:p.m
Sincerely,

Revdex.com,
I have left the complainant messages to call me back to review his billiing concerns. He may reach me at ***, Monday - Friday, between 8:a.mand 4:p.mSincerely,
Nathan G***
Specialist, Customer Relations