Fischer Electrical Construction, Inc.

Dear *** ***
This is a long time coming, but, I wanted to let you know how happy we are with the work that was done in our home it looks wonderful and both sets of installers were great at their jobs and very helpful and patient when they ran into problems that showed up along the way with my existing subfloorVery professional! Also, working with *** *** was a real pleasureHe made everything very simple for us and we appreciate that!
Sincerely,
*** *** ***

">I
spoke with the complainant on January 20, 2016.
I apologized for the frustration he experienced, while working with Hawaiian
Telcom (“HT” or “Company”) to have his phone and High Speed Internet services
repaired
Company
records reflect that technicians were dispatched to the complainant’s premises on
January 8, 2016. The complainant advised
me that services were working a lot better thereafter. The complainant confirmed that HT technicians
replaced his internet modem and also repaired damaged inside wiring
I
advised him that time-out-of-service credits for the period services were not
working, will be reflected within one to two bill cycles. Also, the Company will issue a $Service
Performance Guarantee credit for missing our commitment to repair the complainant’s
services by December 28,
Regarding
the complainant’s question about early termination charges should he decide to
cancel HT services, he confirmed authorizing a three-year term agreement for
*** *** Plus services, which began effectively on November 11, 2014. I advised that a Termination Liability
Agreement (“TLA”) would be incurred, in accordance with tariffs filed with the State
of Hawaii Public Utilities Commission. The
amount of the TLA charge is calculated as 25% of the Monthly Recurring Charges for
the remainder of the term
I
provided the complainant with my contact information, should he have any other
concerns in the future

Complaint: ***
I am rejecting this response because:
I was told by Dana to return the modem on my part in which I did today 4/8/And I told Dana W*** to meet me half way , I was shock to my surprise that the cashier said I had a bill charging me for the services I wasn't receiving and was interrupted, I'm not waiting
any l***er so if she keeps her end and clear my account and the bad credit report to ruin my good standing with my fico
score due to the fact the modem was returned To let you know I mentioned to Dana during the time my service was disrupted , I seen on the news there was a power outage or faulty line down in Waipahu Near my home which took many weeks to correctly fix, with that said and done she insist she needs more timeI am not getting no where with her and she is not working with meI would like to send this case to the president of Hawaiian Tel I have a news clipping dated 3/in the star advertiser , about a lot of customers about poor Customer service and disrupted and call back timesIt's a shame it's still happening a year after my incident Also I can forward to someone's email.is there an email I can forward this clippingI think the Revdex.com should contact the Randy Iwase president of Puc to show the negligence of customer service and the deception of charging customer for service that already disrupted services and disconnected
Sincerely,
*** ***

I spoke
with the complainant on January 16, 2015.
He confirmed that he was able to find another provider and that their port
out order would be completed on January 21,

Been a subscriber to HawaiianTel for years! Repair request , in early years, was superb! This alone kept me a fanBut now my DSL line is down and is in the hands of their cable management deptIt is still down since September 9, They tell me this is due to their lack of "big trucks" that lay the cableI guess it is my fault and not theirsNow I am close to switching to Verizon or T-Mobile for their internet plansAt least it would be functionalNote that on complaints shown on Yelp about HawaiianTel the response would be the same with only a few words different from a repThe same contact us at so and so number or Facebook or Twitter rubbishMuch luck to the rest of you who are subscribersJust pray you do not run into problems with your service!

I spoke with Ms. [redacted] on 10/8/15 to apologize for any frustration that
may have...

occurred and to review her service concerns. 
Hawaiian Telcom (“HT” or “Company”) records reflect that Ms. [redacted]
had initiated an order on September 24, 2015 to install HTTV service to her
existing Stand Alone High Speed Internet (“SAHSI”) service.  HTTV
service works via our high speed internet service.  Ms. [redacted] was advised that a technician would be
scheduled to complete this upgrade order on October 1, 2015.
On September 29, 2015, Company records show that Ms. [redacted] contacted
our Customer Care Center (“CCC”) to report that her SAHSI service was not
working. She was provided with an October 13, 2015 repair due date.
I apologized to Ms. [redacted] that the CCC representative may not have clearly
communicated that the technician that would be installing HTTV service on
October 1, 2015, had to make sure the internet connection was working in order
for HTTV service to work.  Ms. [redacted] confirmed
that bothr her internet and HTTV services were working as of October 1, 2015.
 
I also explained that in August 2015, HT has been working to
resolve an unusually high number of
trouble tickets due to the heavy rains that occurred at the time, which caused
flash flooding and road closures throughout the state.  While we have and continue to work hard to
restore service to many customers, as we restored service, more trouble was being
reported because the heavy rains continued. This resulted in extended
repair due dates for customers experiencing service issues.
I advised Ms. [redacted] that the Company
will issue credits within one or two bill cycles, for the period that SAHSI service
was not working.  I provided her with my
contact information, should she have any other concerns in the future.

This responds to the complainant’s
concern about...

Hawaiian Telcom (“HT” or “Company”) charges of $32.12. He asked
that the charges be credited.
I spoke with the complainant on October
23, 2015.  We reviewed that on July 31,
2015, he authorized the Company to install our [redacted] Bundle, order reference
number [redacted], which included phone service for telephone number [redacted], our Go Local Plus calling features, and our Call More long distance
plan.  The order was scheduled to be
completed on August 3, 2015, and a technician did not have to be dispatched,
since the complainant confirmed that there were pre-existing phone jacks in his
home.
He explained to me that he had also
contacted the cable company to install his TV service, and they offered him
phone service as well, which he accepted.
When his HT phone service was not working
on August 3, 2015, the complainant felt there was no need to contact the
Company because the cable company had a pending TV and phone installation.
The complainant’s first Company invoice
was dated August 7, 2015.  He incurred
total charges of $50.30, which represents charges for the pro-rated period from
August 3, 2015 to August 6, 2015, and charges for the regular monthly bill
cycle from August 7, 2015 to September 6, 2015.
The complainant’s HT account had to be in active status in order for the
cable company to process their port order, which was completed on August 25, 2015.
The complainant’s final bill dated
September 7, 2015, reflected pro-rated credits of $18.18 for the period from
August 25, 2015 to September 6, 2015, leaving a final balance of $32.12, which
is the amount that the complaint is disputing.
I advised the complainant that my
investigation found that HT completed his install order as authorized by him
and he confirmed that he did not contact HT regarding any service issues he
might have experienced after the order was completed.  Therefore, the Company finds that the complainant
was billed correctly for services provided and no credits will be issued.

Roman"; mso-bidi-theme-font: minor-bidi;">I spoke with the complainant
on February 9, 2015.  I confirmed that his
customer service concerns were reviewed by our management team and appropriate
action has been taken.  In regards to his
request for a discount, I advised the complainant that a total credit of $38.54
for one month of High Speed Internet service has been issued and will be
reflected on his February invoice.

Initial Business Response /* (1000, 8, 2014/03/13) */
Revdex.com,
I spoke with Ms. [redacted] on 3/11/14 to review her Hawaiian Telcom ("HT" or "Company") long distance billing dispute.
I advised that Company records show that prior to our receipt of her Revdex.com complaint, she had worked...

directly with our Residential billing office. She replied that was correct, but she had filed her complaint as she was not sure if HT was going to provide her with the credit she was requesting.
We also reviewed that she perceived that it was back in July 2013 that she had made service changes for several of the HT telephone lines that she has. Her service changes were partly due to her preparation in being off-island for several months. Ms. [redacted] shared with me that they had automatic bill payment and as such, they would not have to worry about payment for their HT phone bill while they were away.
However, when they returned in January 2014, they were surprised to learn that they incurred over $1000 in long distance charges on their number [redacted]. They called our Residential billing office and learned that their Call More long distance plan was removed in July 2013. This long distance plan allows for unlimited domestic long distance calls.
She provided feedback that there was an obvious error back in July 2013, as it made more sense to pay for an unlimited calling plan for a nominal monthly fee, which they had been for several years, rather than paying over $1000 in long distance charges.
In recognition of this unique situation that possibly prevented a timely review of an HT order error, the Company made a business decision to fully credit the disputed long distance charges in question.
I confirmed for Ms. [redacted] that the Residential billing manager she was working with did already issue credits toward all long distance charges billed to [redacted], for the six bill cycles from [redacted] to [redacted]. We took into account what would have been billed for the Call More Plan against the long distance credits, and calculated a net credit amount of $1389.55. I clarified that of that amount, $118.73 in credits were actually reflected on her 2/19/14 invoice. I explained that this was the amount we fully credited for the long distance charges on her 12/19/13 invoice. The $118.73 in credits were applied to her new February charges of $114.16, which resulted in a credit balance of $5.96.
We reviewed that $1270.82 is the remaining long distance credit adjustment that will be reflected on the 3/19/14 invoice. Taking into account the $5.96 credit balance on her February invoice, we calculated that the account had a $1276.78 credit balance.
However I advised her that there were additional credits we had to issue for long distance charges incurred on the 7/19/13 and 2/19/14 invoices. After those credits are issued, the net total credit balance will be $1339.09. I confirmed that HT will be sending her a refund check in that amount, to arrive in one to two weeks. She has my contact information if she has any additional concerns.
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 [redacted], Monday - Friday, from 8:00 a.m. to 4:00 p.m.

Sincerely,

[redacted]
Customer Relations Specialist
Final Consumer Response /* (2000, 10, 2014/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was unfortunate that I had to endure such scrutinization to finally get a refund. I was made to feel that the error was my fault and had to prove my innocence, when it was clearly the fault of HT's personnel.
It was very refreshing to finally be put in touch with Mr. [redacted] at Hawaiian Telcom. He was extremely helpful in resolving this matter. Once I receive the refund check, I will consider the matter closed.

Hawaiian Telcom (“Company”)
acknowledges receiving the complainant’s letter to Mr. [redacted], President &
Chief Executive Officer, and calls to Ms. [redacted], Vice President – Customer
Service.  The Company contracted a technician to install services for the
complainant.  The contracted...

technician’s company is being represented by
its insurance company and they have advised Hawaiian Telcom that the
complainant has been provided with an offer to resolve this claim. 
Unfortunately, the complainant refuses to sign the release or negotiate a fair
settlement.  I will contact the complainant and provide an update.  [redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m.  [redacted]

Revdex.com,
Mr. [redacted] and I communicated via email during the week of July 14, 2014, regarding his Revdex.com complaint that Hawaiian Telcom ("HT" or "Company") is sending him a notice for a payment of $38.54, even though he had disconnected Company services.
Mr. [redacted]...

provided feedback that when he called the Customer Sales and Service Center ("CSSC") on May 6, 2014, to initiate an order to disconnect his services, he asked the CSSC representative as to what his balance was, and he perceives he was told he had no balance. For his disconnect order, he was asked to return HT equipment. Later that day, he returned the equipment at our Downtown TV Depot store. He asked the store representative as to what his balance was, and he perceives that HT again confirmed that he had a zero balance. As he perceives that two company representatives confirmed he had no balance, this explains the reason for his Revdex.com complaint.
I apologized for any confusion that occurred.
I provided Mr. [redacted] with a copy of his April 7, 2014 invoice, which details that his total amount due was $38.54 for High Speed Internet ("HSI") service and that Automatic Bill Payment would occur on April 27, 2014.
Our records reflected that he had canceled Automatic Bill Payment on April 22, 2014. As a result, we did not receive a payment for his April bill and his May 7, 2014 invoice reflected a past due balance of $38.54. There were no new HSI charges on his May bill. I also advised Mr. [redacted] that his June and July invoices detail that he incurred late payment fees and the current total amount due is $39.66.
As such, I advised Mr. [redacted] that it is the Company's position that his balance of $39.66 is accurate, and normal billing and collection procedures will apply.
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 [redacted] Monday - Friday, from 8:00 a.m. to 4:00 p.m.
Sincerely,
[redacted]
Customer Relations Specialist

Initial Business Response /* (1000, 5, 2014/07/14) */
Contact Name and Title: [redacted], Specialist
Contact Phone: [redacted]
Contact Email: [redacted]@hawaiiantel.com
On Friday, July 11, 2014, I spoke to the complainant to apologize for the inconvenience. I confirmed that we...

had a technician scheduled for Saturday, July 12, 2014, and explained that Hawaiian Telcom resources were currently working on an outage in [redacted] and could have added to the time it took to repair their service. On Monday, July 14, 2014, I called the complainant's home phone and the male that answered it confirmed that it had been repaired. We apologize for the inconvenience and appreciate their patience.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms. [redacted] also indicated that if the problem was not our fault, we would be credited for the period that we did not have service, i.e. eight days. It would not show on my current bill but on my next bill. I do not consider this resolved until I see my next bill reflecting the credit. Also, the technician said the problem was an stretched out wire on the main road that was caused by the cutting of some branches. So the problem was not our fault and we did notify Hawaiian Telcom that that was the problem.

I spoke to the complainant on February 5, 2015, and apologized
for his experience.
The complainant clarified that his internet and phone service,
which...

was scheduled to be installed on December 23, 2014, did not work until
January 8, 2015.  He advised me that he
had been working with a supervisor, who authorized a one month credit
adjustment for the delay.  His complaint
was that Hawaiian Telcom (“Company”) was not providing the credit for the phone
service he was required to order with the internet service and for the
inconsistencies when dealing with various Company representatives.
The complainant forwarded an email, which included specific
details of his experience, and I have worked with appropriate departments to
ensure Company personnel were coached regarding how to handle this type of
situation in the future.
Specific matters that have been addressed by the Company are
as follows:
·      
Representatives have been reminded to provide proper expectations
regarding the modem and installation process;
·      
Representatives have been reminded to review account notes and
work with personnel that previously worked with the customer to ensure there is consistency;
·      
Technician has been advised that Lite Speed is only offered to
qualifying customers when bundled with home phone service, which is the
myChoice Connect, or with home phone service and long distance, which is the
myChoice Plus;
 
The complainant also requested that the “Lite Speed”
internet service be listed as an option of services online.  The “Lite Speed” internet product is only
available to qualifying customers when bundled with home phone service or home
phone service with long distance service. 
As a result, it is not advertised on the Company website.
The complainant did state that he was “happy” with and
“appreciated” the “timely responses and assistance” he received from a Company
Supervisor.
To further resolve this complaint, the complainant was advised that
credits for all charges would be reflected on the invoice dated February 28,
2015, which would zero out the account balance.

Complaint: [redacted]
I am rejecting this response because: it is unconscionable that Hawaiian Telcom refuses to take any responsibility for the damage that was caused by the technician that they contracted with to do the installation. I was hoping that Hawaiian Telcom would at least provide us with some support in dealing with the insurance company, [redacted]l.  We did not negotiate because [redacted]l had no basis or rationale for its offer and repeatedly made the same low offer. We found them unreasonable and hoped to get some help from Hawaiian Telcom.  Nevertheless, in hopes of resolving this issues, we will contact [redacted] again.
Sincerely,
[redacted]

An email response was sent to the...

complainant on October 4, 2015, to apologize for their recent experience with Hawaiian Telcom Services and in trying to reach a
company representative.  Hawaiian Telcom Records
indicate that the complainant's telephone service was restored on October 2, 2015.  I reviewed their
September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local
Plus bundle, which is $28.95 less a 2-year promotional discount of $6.00 per
month, plus $12.33 worth of taxes, fees, and applicable
surcharges.  I provided the following URL, http://www.hawaiiantel.com/Support/TVSupport/Article/tabid/1329/itemId/2750/Tax-...⇄ which provides additional information about the taxes, fees, and applicable surcharges
that apply to their services.  If the complainant has any questions or needs further assistance, I asked that they contact me.  Dana W[redacted].

I spoke with the Complainant on December...

24, 2014 regarding his billing and payment concerns. He explained that he found out there was an error on his part, and that he had contacted the Revdex.com before I spoke with him, to explain that Hawaiian Telcom was not at fault.

On July 6, 2016, at 8:23AM, I called the complainant's contact number and left a voice message asking that he call me back to provide me with the Hawaiian Telcom account or telephone number.  Mahalo, Dana W[redacted], Hawaiian Telcom Customer Relations, 643-3377, Monday through Friday, 8:00...

a.m. to 4:00 p.m.

I spoke with the complainant on January 30, 2015.
size="3" face="Times New Roman">
 
I apologized for any frustration that Hawaiian Telcom (“HT”
or “Company”) may have caused regarding our $200.00 Gift Card Promotion.  I reassured her that her concerns were
reviewed by our management team, and appropriate action was taken.
 
The complainant confirmed that she received our email that was
sent on January 22, 2015, which provided directions on how to redeem the gift
card.  I advised her that our Company
processed the redemption on her behalf, and that she should be receiving the
gift card in two to four weeks.
 
In regards to the complainant’s request for compensation, HT
offered to upgrade her from Advantage TV to Advantage Plus TV for one year,
which is about a $10.00 difference per month.  To
offset this difference, the Company will be issuing an additional $15.00 TV
monthly credit for one year.  The complainant agreed to this
resolution.

Contact Name and Title:  [redacted], Specialist

class="MsoNormal">Contact Phone: [redacted]
Contact Email: [redacted]@hawaiiantel.com
I spoke with the complainant on October 3, 2014, to apologize on behalf of Hawaiian Telcom for the inconvenience he experienced and for not providing a high level of customer service that we strive to work toward.  I assured the complainant that his concerns were shared with our management team, and appropriate action has been taken.  With regard to his bill, I confirmed that a total credit of $90.37 was issued and will be reflected on his October invoice.

Complaint: [redacted]
I am rejecting this response because: I attempted to call this am to ms Dana W[redacted] 5 messages all morning
Again this is really bad customer service . Trying to fix this situation and she has not called back since 8am this am .
Horrible service
Sincerely,
[redacted]