Fischer Electrical Construction, Inc.

From the forest, through production, all the way through the claim inspection process all wood flooring is subject to industry standards in accordance with [redacted] and [redacted] Standards. It is normal and customary to replace individual boards according to the repair procedures established by [redacted]...

and [redacted] Guidelines.  In the same way, when you buy a car and get a flat tire or have other problems you replace the tire or the part you don't get a new car.  Its illogical and impractical to replace an entire floor instead of a few boards because you end up with the same technical specifications and performance characteristics as the old floor. The problem with the 2 boards accepted for replacement, minor checking, is in no way related to the scratches and indentations that occur in several locations including in front of the gun safe and adjacent to the furniture. Scratches and indentations are considered topical damage.  All wood flooring products are susceptible to scratches and I indentations. Scratches and indentations are the floors reaction to excessive topical force. This type of damage is not an inchoate characteristic of the wood species or indicative of any manufacturing related processes, functions, disciplines, or procedures.  For that reason, all wood flooring manufacturers do not accept claims for topical damage such as scratching and indentations. Indentations and subsequent damage occurs when the cell structure of wood is compromised due to heavy loads. The wood cells are crushed beyond the point of recovery leaving a depression in the surface.  Surface damage is an indication that an object has been dropped, dragged, or left in place without adequate protection and therefore, beyond the manufacturer’s control.
We responded to the Copes in accordance with industry standards and provided them with the manufacturer's determination. We conducted the on-site field inspection and submitted the claim for processing and we have offered to replace 2 boards under the manufacturer's warranty. Dissatisfaction due to unintentional damage is not warranted by the manufacturer.   
 
claim resolution is based on production specifications, industry standards as established by the [redacted] and [redacted], and in accordance with the prevailing warranty.  Basic characteristics of wood as a natural material predetermines behavior and we can always count on that behavior to guide the determination and final outcome.

Revdex.com,

face="Calibri"> 
I spoke with the complainant on November 24, 2014.  Regarding his order to move his High Speed Internet service to his new address, I apologized that Hawaiian Telcom did not provide him with a due date in a timely manner.
 
I advised the complainant that I saw that the order has been updated, and is due dated for December 1, 2014.  He confirmed that prior to filing his Revdex.com complaint, he had worked directly with our Residential office to coordinate this due date. 
 
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] 
[redacted]
[redacted]
[redacted]  [redacted],Thank you for your quick response and all your help to resolve...

my billing problem.  I will wait for the corrected bill before paying.  Please have a happy holiday season.[redacted]
[redacted]
[redacted]
[redacted]
[redacted] Aloha [redacted],Thank you for contacting Hawaiian Telcom.  This message is in response to your email dated November 12, 2016. We apologize for the delayed response, and for any inconvenience you may have incurred.We apologize for the billing error on your account and any inconvenience this may have caused. Unfortunately, your promotion was not applied correctly to your billing. We have issued the adjustments on your bill to correct your pricing. Your adjusted balance due is $79.28.Thank you for choosing Hawaiian Telcom.  We appreciate your business.Mahalo,Hawaiian TelcomResidential Customer ServiceTelephone No. [redacted]Business Hours:  7:30am - 5:30pm-----Original Message-----Request details:Submission Date: 11/12/2016, 7:40 PMName: [redacted] KuwanaAccount Number: [redacted]Account Phone Number: [redacted]Preferred Method of Contact: EmailEmail: [redacted]Contact Phone Number: [redacted]Best Time To Call:Needs Help With: BillingNeeds Help With the following services: TV, Internet Request Details: Please explain my current billing charges, $216 for monthly bundle charges.  Is this going to be my regular monthly bill?  When I called to get a quote, my total bill quoted around $65-$70, not $300+.This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of this message by you is prohibited.--

I left the complainant a voice message to
confirm...

Hawaiian Telcom received her Revdex.com complaint and I advised that she can call
me [redacted], Monday-Friday, between 8:00 a.m. and 4:00 p.m.
Sincerely,
Nathan G[redacted]
Specialist – Customer Relations

I spoke with the Complaint on December...

23, 2014, and apologized for any frustration that Hawaiian Telcom (“Company”) may have caused regarding the repair of his phone service.
 
I advised the Complainant that Company records reflect that he had filed a trouble report on November 30, 2014 and phone service was repaired on December 10, 2014.  The Complainant confirmed this was correct, and requested credits for this period.  I confirmed time-out-of-service credits will be reflected on his January 28, 2015 invoice, and that I would follow up with him at that time.

Complaint:...

[redacted]
I am rejecting this response because:I am still trying to get in touch with customer service. I called the number they gave me and it's a voice recorded message. ThanksSent from my [redacted]
Sincerely,
[redacted]

Ref: Case number 1500361 Thank you for the opportunity to respond to Mr. [redacted]
complaint. Antonio M[redacted] was our previous sales manager but has not been
with us since November 13, 2013. Please send any future correspondence to [redacted].
As per my voicemail 6/21/2016 I was first...

in receipt of your correspondence
Monday afternoon. A little history - This is the Fourth job we have done for
the [redacted] in the last five months, a much larger job of the exact same
[redacted] Laminate, a large Armstrong grouted Luxury Vinyl Tile job installed
in a pattern and a Natural Stone kitchen back splash with a custom design over the
cook top. Mr. [redacted] is a very detail oriented person and we have gone to
every extreme to meet his expectations including working in conjunction with a
trim carpenter to “custom build"' shoe molding so as to maintain a uniform
elevation above two floor coverings that were two different heights. This custom
work was asked for after prices were quoted, agreed upon and the standard shoe
molding was already installed. We did not ask for or receive any compensation
for this extra work. Regretfully, two errors
were made on the last job. First Brian the installer missed seeing a chipped
board during the installation process. The damaged board is not casually noticeable,
but once you know where it is you can detect it more easily. This type
oversight is not unheard of and can be remedied in one of three ways per the
manufacturers written procedures. One of the procedures
(see [redacted] literature from [redacted]) is to fill the void with a color
matched filler. Brian attempted this remedy but was not satisfied with the
results and then removed the filler. Apparently a tiny amount of filler was
left in the joint between the two planks and Mr. [redacted] discovered it. All of the above was simply the result of “man's
imperfection."' No one is perfect. The second error was the unnecessary
and totally avoidable one - not telling the [redacted] of the issue only for them
to find it later. While Brian didn't discover the damaged board until shortly
before finishing the job and was obligated to pick up his daughter at a time
that would not allow time to correct the issue he still made a serious error in
judgement by not bringing it to their attention. He realizes his error, never
tried to say the floor was damaged after he left the jobsite and deeply regrets
his decision to not disclose the damaged board and offer to come back the next
morning to correct the problem. All of this being said replacing this board is easily
accomplished. Again see the [redacted] or go to [redacted] and navigate to
see a seven minute video of a plank replacement. The [redacted] repair would even
be easier as one end of the board is open. Mr. [redacted] had agreed to us doing
the plank replacement on 6/14/2016 at 7:00 am. Brian had offered to do the
repair on a Saturday or Sunday but 7:00 am that Tuesday was Mr. [redacted]
requested time. We juggled our schedule to accommodate him. Upon being made
aware of the chipped board I had ordered an entire carton (eight boards) of new
product and personally delivered it to the jobsite for proper acclimation so as
not to deplete Mr. [redacted] "shelf stock" of material. I had also
given him the option to pull all the flooring up back to the chipped board,
replace it and reassemble the floor. Again all of this would be done according
to [redacted] specifications. The extra call on of material would allow us to
replace up to eight boards at his discretion and add these previously installed
boards to his shelf stock. On 6113/2016 Mr. [redacted] called the store and
cancelled. That afternoon I called Mr. [redacted] and tried, without success, to
persuade him to let us do the plank replacement. It was at that time that he
asked for a monetary concession. I did not make the $200.00 offer at this
point. Instead, I advised him that my added cost to make the repair would
literally be the cost of gasoline for the van to travel 15 miles from my store
to his house as Brian would be providing the service at no charge. I advised
him I did not want to "solve this problem" with a price adjustment, but
if that was his wish to consider the above carefully before coming up with the
dollar amount. At that point he asked for 25% of the entire contract amount
which would be $486.25 (not $500.00). It was at this point I offered him a
$200.00 adjustment if he would not allow us our legal right to complete his
job. Again, all I want to do is finish my job giving him a beautiful floor that
he and his wife can be proud of. During a conversation the following night
Brian voluntarily offered to split the requested amount with L & M and we
decided to go along with the $486.25 price adjustment. The letter to the [redacted]
was hand written the following day, typed, proofed and mailed certified mail on
6116/2016 and followed up via regular mail on 6/20/2016. All of this was done
prior to my knowledge of Revdex.com involvement. Please see the
[redacted] copy of the letter sent to the [redacted]. ln reviewing the letter to
the Revdex.com, Mr. [redacted] is indicating if the price concession
is made, he will remedy the problem. During our conversation he made no mention
of this. My concern is that I intend to offer full warranty of this job except
for the chipped plank. L am fully aware of Brain s capability as an installer
to make this repair. He has been employed by my company since March of 2002 and
is a top notch installer. If Mr. [redacted] himself or someone in his employ
makes the repair, I have no control over the integrity of the work being done.
As a result, if a warranty related issue were to arise in this area or the
floor or his repairs caused an issue elsewhere as a result of improper workmanship
in the chipped area of the floor the [redacted] would be on their own or subject
to relief from their subcontractor. Finally, as per the letter, we agreed to make
the price concession of $486.25 that was asked for (not $500.00). We recommend
against it and strongly suggest for many reasons that we be allowed to do our
job and provide the [redacted] with the beautiful warranted floor they contracted
for.

I spoke with the complainant on August 25, 2016.
 
We reviewed that the complainant’s wife had called Hawaiian Telcom (“HT” or “Company”) on May 18, 2016, and spoke with our residential billing office, wanting to disconnect services. A pending disconnect order was entered that day.  I advised the complainant that his wife was advised the order would be completed once equipment was returned.
 
Records reflect that equipment was returned on August 4, 2016.
 
The complainant provided feedback that the Company shouldn’t have to wait for customers to return equipment in order for services to be disconnected.  The complainant further explained that prior to returning the equipment, his account was suspended in July 2016 due to non-payment. He said that this is an example of HT being able to stop service and billing before equipment is returned
 
I replied that his wife’s request on May 18, 2016 to disconnect service, and the temporary suspension of service that occurred on July 15, 2016 due to non-payment, are separate issues.
 
The complainant said that he had ordered service from [redacted] back in May. I asked why the equipment was not returned shortly after his wife called HT, and he explained that “life happens” and they were busy.  The complainant also perceives they tried to return the equipment to one of our TV Depot stores prior to August 4, 2016, but was unable to do so. But there were no Company records to validate this.
 
I addressed the complainant’s concern that he perceives HT did not provide an equipment pick-up option when his wife called to disconnect service. I advised that there is a one-[redacted] fee for this service. He told me he would have declined this option if there was going to be a charge.
 
I advised the complainant that upon return of the equipment, HT completely disconnected his account, and that his August final bill reflects that all charges incurred from July 15, 2016 were credited, and that his final balance reflected valid charges.
 
I also advised the complainant that billing for services provided until equipment is returned, is in accordance with the Hawaiian Telcom TV Terms and Conditions (“Terms”), which can be found in its entirety at http://www.hawaiiantel.com/TV/ServiceTermsConditions/tabid/1512/Default.aspx.  The Terms, Section 1.b) Equipment, state in due part:
 
“All Hawaiian Telcom equipment will remain the property of Hawaiian Telcom and must be returned to Hawaiian Telcom upon termination of the Service. Hawaiian Telcom will continue to charge for the Service until all equipment is returned or may bill you for the cost of the equipment if your Service is terminated involuntarily.”
 
He asked that a record of the Terms be sent to him at the email address noted in his Revdex.com complaint.  I emailed the Terms on August 25, 2016, and received an “email undeliverable” message.  I left voices messages that day for the complainant regarding this, but he did not return my calls. 
 
On August 29, 2016, I emailed the Terms again and did not receive an undeliverable message.  I left a voice message for the complainant to confirm the email was sent and to call me if he had any questions.
 
Mahalo,
 
Nathan G[redacted]
Specialist– Customer Relations

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

Revdex.com,
 
I spoke with the complainant on October 11, 2016, to confirm Hawaiian Telcom was in receipt of his Revdex.com complaint.
 
I called the complainant on his cellular phone and advised I am working with the residential billing office to restore phone and internet services, which should be completed within 24 hours.  He explained that his cellular phone reception is not good.  He understands that I will call him on his landline on October 12, 2016 to further review his billing concerns.
 
Sincerely,
 
Nathan G[redacted]
Specialist-Customer Relations

I have emailed the complainant and also left him voice
messages to confirm Hawaiian Telcom (“Company”) is in receipt of his complaint,
and requested that he...

contact me.  The
Company will address his concerns as needed ,after he contacts the Company.

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

Called Complainant at 2:38 p.m. today and reached his mother.  Unfortunately, his mother did not have his Hawaiian Telcom Account or Telephone Number.  I emailed the complainant requesting that he provide the Hawaiian Telcom Account or Telephone Number.  Upon receipt of this...

information, I will investigate and resolve.

Initial Business Response /* (1000, 9, 2014/02/26) */
Revdex.com,
I spoke with Mr. [redacted] today regarding his concerns about his Hawaiian Telcom ("HT" or "Company") Stand Alone High Speed Internet ("SAHSI") service. I confirmed that I had left a voice message for him on 2/13/14. He shared...

with me that they were preparing to go off-island at that time, and was not able to return my call before he left. They just recently returned.
I reviewed with him that he had ordered the Company's SAHSI Advantage service in September 2012, which provided speeds in the range of 7 - 11 Megabits Per Second ("Mbps"). The regular monthly rate was $47.99, but he took advantage of our one-year promotional rate of $25.00. His promotional period was from 9/28/12 and ended on 9/27/13. There was also an additional monthly fee of $2.95 for a Wireless Gateway, which is the modem for his HSI.
His Revdex.com complaint detailed that "service would drop, I didn't complain because of the price." Mr. [redacted] told me that he perceived he was not getting the Advantage speed of 7-11 Mbps. I replied that during the promotional period, Company records show that we did not get any reports from him about his speed concerns. As a result, the Company had no reason to take any action at that time.
I confirmed for Mr. [redacted] that after the promotional period ended and his monthly Advantage SAHSI rate changed to $47.99, our records show that he contacted our Company several times about his speed issues. More recently, a Company technician did a repair visit on 2/22/14. Mr. [redacted] perceives that our technician changed him to a SAHSI Basic speed level, which is in the range of 3-7 Mbps. This seemed to improve his SAHSI service.
In recognition of Mr. [redacted]'s concerns, I advised that our Company would do an order back dated to 9/28/13, to change his billing to the SAHSI Basic monthly rate of $37.99. This would result in credits being issued for the difference between SAHSI Advantage and SAHSI Basic rates, for the billing period from 9/28/13 to 1/28/14. Also, the $2.95 monthly fee for the Wireless Gateway would continue. He agreed to this resolution, and understands that I will call him on 3/5/14 to review his 2/28/14 invoice for the credits that will be issued.
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

Case not closed. Hawaiian Telecom has not resolved this complaint.

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted].  They did contact me however, they are going to get back to me as far as an estimated time of when they think they will fix the phone line.The complaint is still open however, they are in touch with me so I am satisfied that they contacted me - still waiting for resolution.
Sincerely,
[redacted]

I...

spoke to the complainant on January 21, 2016.  I apologized for any frustration Hawaiian
Telcom (“HT” or “Company”) may have created while we worked to resolve her service
issues. 
 
I confirmed that HT records
reflect that a technician will be dispatched to her premise on January 23,
2016.  She inquired if a Company technician
could be expedited for the morning of January 22, 2016.  But if not, she would like our technician on
January 23, 2016 to arrive during the morning. 
 
I advised I would work with our repair department regarding these
requests and follow up with her once I get more information. 
 
I
provided the complainant with my contact information, should she have any other
concerns in the future.

I spoke with the complainant today to review the rates and discounts. I advised him that we were unable to calculate the $115.00 after promotional discount rate he was expecting. We calculated that the rate after promotional discounts expired should have been about $126.00, however, with a recent $5.00 increase, his monthly rate should be about $132.00. We did offer, and the complainant accepted, a $15.00 for good of service credit per month for 12 months. Per the complainant's request, we are working to see if we can provide the $15.00 credit for the period from May 25, 2015 through May 26, 2016.

(The consumer indicated he/she DID NOT accept the response from the business.)
NO BILL. NOT CURRENT WITH BILLING STATEMENT. OUTDATED TELCOM WEBSITE. AND THE WORST CISTOMER SERVICE IN THE WORLD. TELCOM SUCKS. SHALL I SAY MORE? CONSIDER THOSE ONGING COMPLAINTS UNRESOLVED. I STILL DONT HAVE A BILL FOR THIS MONTH. AND IF I DO ITS NOT CURRENT. I WILL FILE A COMPLAINT WITH CONSUMER AFFAIRS AND OTHE INTERNET AGENCIES. PEOPLE NEED YO KNOW HOW THEY TREAT CUSTOMERS. THE HAVE THE WORST SERVICE EVER..EVER. A COMPLETE WASTE OF MY TIME.

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: C[redacted]@hawaiiantel.com
Spoke to the complainant on August 19, 2014 at 5:00 p.m. and he shared that it was not a good time to contact him. We agreed that I would follow up with him on...

Monday, August 25, 2014. Provided my contact information.