6/1/@ 5:03PM I spoke to the complainant and, apologized for the inconvenience Let him know that Hawaiian Telcom (“HT”) representative incorrectly told him that HT does not deal with [redacted] Explained that customers are able to make payments at [redacted] ***s, but accepts payments from most banks Verified HT records incorrectly spells his last name and let him know I will submit a request to have it corrected To resolve this complaint, I am working on either reversing his 5/10/payment of $or having an expedited refund check issued I will follow up with the complainant to provide proper expectations Provided my contact information, Dana W***, [redacted] , Monday through Friday, 8:a.mto 4:p.m
Contact Name and Title: [redacted] ***, Specialist>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 $was issued and will be reflected on his October invoice
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 balanceFor his disconnect order, he was asked to return HT equipmentLater that day, he returned the equipment at our Downtown TV Depot storeHe asked the store representative as to what his balance was, and he perceives that HT again confirmed that he had a zero balanceAs 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, invoice, which details that his total amount due was $for High Speed Internet ("HSI") service and that Automatic Bill Payment would occur on April 27, Our records reflected that he had canceled Automatic Bill Payment on April 22, As a result, we did not receive a payment for his April bill and his May 7, invoice reflected a past due balance of $There were no new HSI charges on his May billI also advised Mr [redacted] that his June and July invoices detail that he incurred late payment fees and the current total amount due is $ As such, I advised Mr [redacted] that it is the Company's position that his balance of $is accurate, and billing and collection procedures will apply 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 [redacted] Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist
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 installationI 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 offerWe 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] ***
[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] Aloha ***,Thank you for contacting Hawaiian Telcom This message is in response to your email dated November 12, 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 causedUnfortunately, your promotion was not applied correctly to your billingWe have issued the adjustments on your bill to correct your pricingYour 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: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, $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 informationIf you have received it in error, please notify the sender immediately and delete the originalAny other use of this message by you is prohibited.--
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 hours He explained that his cellular phone reception is not good He understands that I will call him on his landline on October 12, to further review his billing concerns Sincerely, Nathan G [redacted] Specialist-Customer Relations
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***, Hawaiian Telcom Customer Relations, 643-3377, Monday through Friday, 8: a.mto 4:p.m
I spoke with the complainant on August 25, 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 servicesA 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, 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 due to non-paymentHe 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, to disconnect service, and the temporary suspension of service that occurred on July 15, due to non-payment, are separate issues The complainant said that he had ordered service from [redacted] back in MayI 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 soBut there were no Company records to validate this I addressed the complainant’s concern that he perceives HT did not provide an equipment pioption when his wife called to disconnect serviceI advised that there is a one- [redacted] fee for this serviceHe 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, 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 ServiceHawaiian 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
Called Complainant at 2:p.mtoday 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
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, I reviewed their September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local Plus bundle, which is $less a 2-year promotional discount of $per month, plus $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] , [redacted]
I am a customer of Hawaiian Telcom In the past two days I have been on hold an average of ten minutes six timesTwice the correct phone number I was calling about their automated system said it did not recognize the number I have had this number for five yearsOnce, the music hung up on me after minutesI also went to their website and submitted my problem with a promised response within hours I am at hours now with no reply Their internet service is not working for my household, nor apparently is customer service They have a monopoly in the area I cannot even select Comcast for Internet They must know this in order to ignore
Ref: Case number Thank you for the opportunity to respond to Mr [redacted] complaintAntonio M [redacted] was our previous sales manager but has not been with us since November 13, Please send any future correspondence to [redacted] As per my voicemail 6/21/I was first in receipt of your correspondence Monday afternoonA 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 topMr [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 heightsThis custom work was asked for after prices were quoted, agreed upon and the standard shoe molding was already installedWe did not ask for or receive any compensation for this extra workRegretfully, two errors were made on the last jobFirst Brian the installer missed seeing a chipped board during the installation processThe damaged board is not casually noticeable, but once you know where it is you can detect it more easilyThis type oversight is not unheard of and can be remedied in one of three ways per the manufacturers written proceduresOne of the procedures (see [redacted] literature from [redacted] ) is to fill the void with a color matched fillerBrian attempted this remedy but was not satisfied with the results and then removed the fillerApparently a tiny amount of filler was left in the joint between the two planks and Mr [redacted] discovered itAll of the above was simply the result of “man's imperfection."' No one is perfectThe second error was the unnecessary and totally avoidable one - not telling the [redacted] of the issue only for them to find it laterWhile 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 attentionHe 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 problemAll of this being said replacing this board is easily accomplishedAgain see the [redacted] or go to [redacted] and navigate to see a seven minute video of a plank replacementThe [redacted] repair would even be easier as one end of the board is openMr [redacted] had agreed to us doing the plank replacement on 6/14/at 7:amBrian had offered to do the repair on a Saturday or Sunday but 7:am that Tuesday was Mr [redacted] requested timeWe juggled our schedule to accommodate himUpon 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 materialI had also given him the option to pull all the flooring up back to the chipped board, replace it and reassemble the floorAgain all of this would be done according to [redacted] specificationsThe 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 stockOn 6113/Mr [redacted] called the store and cancelledThat afternoon I called Mr [redacted] and tried, without success, to persuade him to let us do the plank replacementIt was at that time that he asked for a monetary concessionI did not make the $offer at this pointInstead, I advised him that my added cost to make the repair would literally be the cost of gasoline for the van to travel miles from my store to his house as Brian would be providing the service at no chargeI 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 amountAt that point he asked for 25% of the entire contract amount which would be $(not $500.00)It was at this point I offered him a $adjustment if he would not allow us our legal right to complete his jobAgain, all I want to do is finish my job giving him a beautiful floor that he and his wife can be proud ofDuring a conversation the following night Brian voluntarily offered to split the requested amount with L & M and we decided to go along with the $price adjustmentThe letter to the [redacted] was hand written the following day, typed, proofed and mailed certified mail on 6116/and followed up via regular mail on 6/20/All of this was done prior to my knowledge of Revdex.com involvementPlease 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 problemDuring our conversation he made no mention of thisMy concern is that I intend to offer full warranty of this job except for the chipped plankL am fully aware of Brain s capability as an installer to make this repairHe has been employed by my company since March of and is a top notch installerIf 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 subcontractorFinally, as per the letter, we agreed to make the price concession of $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
Revdex.com:Below is the update in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] sans-serif;">From: [redacted] Sent: Wednesday, January 14, 1:PMTo: [redacted] ***Subject: Request Case # [redacted] cleared or closed 01/14/ 13:11pm T0: [redacted] Thank you, [redacted] for your help As per our phone conversation, I am satisfied with the HawaiianTel handling our my phone service which I complained about on the 12th of Jan Complaint was made on Monday, the 12th of Jan The complaint was sent to HawaiianTel on Tuesday the 13th HawaiianTel Customer service called at 11:10am on the14th The HawaiianTel technician called at approx12:30pm today, the 14th of JanProblem was fixed by the technician replacing a wiring box Thank you at the Revdex.com for again aiding in the correction and completion of a phone line problem Aloha [redacted] ***
I emailed the complainant on March 27, size="3" face="Times New Roman"> I apologized for any confusion Hawaiian Telcom (“HT” or “Company”) may have caused regarding his bill In my investigation, I found that the Company changed his bill date between the December and January bill cycle The December bill had an invoice date of December 7, 2014, which noted a service period of December 7, to January 6, The January bill had an invoice date of January 28, 2015, which noted a service period of January 28, to February 27, There may have been a system error that affected the bill date when the disconnect order was being processed The disconnect date for his order was January 30, 2015, which occurred after the bill date As such, a regular monthly charge of $was incurred Furthermore, as the bill date changed, there were prorated charges of $for the period from January 7, to January 27, The total amount due was $ His February 28, invoice reflected that services were disconnected as of January 30, 2015, resulting in a prorated credit of $58.44, and leaving a remaining balance of $ This represents valid charges for the period from January 7, to January 29, The new February charge of $was for the unreturned modem, which has already been fully credited In regards to his due date to disconnect HT services, the complainant detailed that he had advised the Company to disconnect service on January 28, I asked the complainant if he might have advised our residential office to disconnect service on January 30, 2015, as that is the day he had to turn over the apartment to the property manager Mahalo, Nathan G [redacted] Customer Relations Specialist
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] StandardsIt is and customary to replace individual boards according to the repair procedures established by *** 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 floorThe problem with the 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 furnitureScratches and indentations are considered topical damage All wood flooring products are susceptible to scratches and I indentationsScratches and indentations are the floors reaction to excessive topical forceThis 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 indentationsIndentations and subsequent damage occurs when the cell structure of wood is compromised due to heavy loadsThe 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 determinationWe conducted the on-site field inspection and submitted the claim for processing and we have offered to replace boards under the manufacturer's warrantyDissatisfaction 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 ***, 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
Hawaiian Telcom had consistently failed to provide services as prepaid for in my area Outages go on for weeks with no explination other than repairs are sometimes underground First starting with one deadline for completion and then waiting until that deadline had passed to state a new date of completion up to days later
Initial Business Response / [redacted] (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") serviceI confirmed that I had left a voice message for him on 2/13/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 leftThey 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 - Megabits Per Second ("Mbps")The regular monthly rate was $47.99, but he took advantage of our one-year promotional rate of $His promotional period was from 9/28/and ended on 9/27/There was also an additional monthly fee of $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-MbpsI replied that during the promotional period, Company records show that we did not get any reports from him about his speed concernsAs 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 issuesMore recently, a Company technician did a repair visit on 2/22/Mr [redacted] perceives that our technician changed him to a SAHSI Basic speed level, which is in the range of 3-MbpsThis 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 $This would result in credits being issued for the difference between SAHSI Advantage and SAHSI Basic rates, for the billing period from 9/28/to 1/28/Also, the $monthly fee for the Wireless Gateway would continueHe agreed to this resolution, and understands that I will call him on 3/5/to review his 2/28/invoice for the credits that will be issued 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 [redacted] , Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist
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
Initial Business Response / [redacted] (1000, 8, 2014/03/20) */ Revdex.com, I spoke with [redacted] on 3/17/to review his concerns Hawaiian Telcom ("HT" or "Company") records show that our Residential Service department worked with Mr [redacted] in September 2013, regarding his service order to move his phone service to [redacted] At the time of his move order, Mr [redacted] complied with our request to provide some kind of documentation to confirm he was a tenant at this addressMr [redacted] perceives the move order had been completed after he faxed the documents to HT However, the order was not completed and the Company was not providing services to Mr***'s new addressAs a result, charges were billed for services at the address that Mr [redacted] was no longer residing, and there were no HT services at his new residence As Mr [redacted] perceives the move order was completed, he continued to pay his HT phone bill I apologized that our Company did not meet his expectations and that this matter was brought to the attention of our Senior Management for appropriate action and that we will issue a refund for the payments he made I spoke with Mr [redacted] again on 3/20/14, to advise that credits totaling $were issued, and that he would be receiving a refund check in that amount around the week of 4/10/ 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 [redacted] , Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist Final Consumer Response / [redacted] (2000, 10, 2014/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to the complainant on January 21, 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, She inquired if a Company technician could be expedited for the morning of January 22, But if not, she would like our technician on January 23, 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
6/1/@ 5:03PM I spoke to the complainant and, apologized for the inconvenience Let him know that Hawaiian Telcom (“HT”) representative incorrectly told him that HT does not deal with [redacted] Explained that customers are able to make payments at [redacted] ***s, but accepts payments from most banks Verified HT records incorrectly spells his last name and let him know I will submit a request to have it corrected To resolve this complaint, I am working on either reversing his 5/10/payment of $or having an expedited refund check issued I will follow up with the complainant to provide proper expectations Provided my contact information, Dana W***, [redacted] , Monday through Friday, 8:a.mto 4:p.m
Contact Name and Title: [redacted] ***, Specialist>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 $was issued and will be reflected on his October invoice
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 balanceFor his disconnect order, he was asked to return HT equipmentLater that day, he returned the equipment at our Downtown TV Depot storeHe asked the store representative as to what his balance was, and he perceives that HT again confirmed that he had a zero balanceAs 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, invoice, which details that his total amount due was $for High Speed Internet ("HSI") service and that Automatic Bill Payment would occur on April 27, Our records reflected that he had canceled Automatic Bill Payment on April 22, As a result, we did not receive a payment for his April bill and his May 7, invoice reflected a past due balance of $There were no new HSI charges on his May billI also advised Mr [redacted] that his June and July invoices detail that he incurred late payment fees and the current total amount due is $ As such, I advised Mr [redacted] that it is the Company's position that his balance of $is accurate, and billing and collection procedures will apply 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 [redacted] Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist
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 installationI 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 offerWe 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] ***
[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] Aloha ***,Thank you for contacting Hawaiian Telcom This message is in response to your email dated November 12, 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 causedUnfortunately, your promotion was not applied correctly to your billingWe have issued the adjustments on your bill to correct your pricingYour 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: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, $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 informationIf you have received it in error, please notify the sender immediately and delete the originalAny other use of this message by you is prohibited.--
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 hours He explained that his cellular phone reception is not good He understands that I will call him on his landline on October 12, to further review his billing concerns Sincerely, Nathan G [redacted] Specialist-Customer Relations
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***, Hawaiian Telcom Customer Relations, 643-3377, Monday through Friday, 8: a.mto 4:p.m
I spoke with the complainant on August 25, 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 servicesA 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, 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 due to non-paymentHe 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, to disconnect service, and the temporary suspension of service that occurred on July 15, due to non-payment, are separate issues The complainant said that he had ordered service from [redacted] back in MayI 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 soBut there were no Company records to validate this I addressed the complainant’s concern that he perceives HT did not provide an equipment pioption when his wife called to disconnect serviceI advised that there is a one- [redacted] fee for this serviceHe 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, 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 ServiceHawaiian 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
Called Complainant at 2:p.mtoday 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
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, I reviewed their September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local Plus bundle, which is $less a 2-year promotional discount of $per month, plus $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] , [redacted]
I am a customer of Hawaiian Telcom In the past two days I have been on hold an average of ten minutes six timesTwice the correct phone number I was calling about their automated system said it did not recognize the number I have had this number for five yearsOnce, the music hung up on me after minutesI also went to their website and submitted my problem with a promised response within hours I am at hours now with no reply Their internet service is not working for my household, nor apparently is customer service They have a monopoly in the area I cannot even select Comcast for Internet They must know this in order to ignore
Ref: Case number Thank you for the opportunity to respond to Mr [redacted] complaintAntonio M [redacted] was our previous sales manager but has not been with us since November 13, Please send any future correspondence to [redacted] As per my voicemail 6/21/I was first in receipt of your correspondence Monday afternoonA 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 topMr [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 heightsThis custom work was asked for after prices were quoted, agreed upon and the standard shoe molding was already installedWe did not ask for or receive any compensation for this extra workRegretfully, two errors were made on the last jobFirst Brian the installer missed seeing a chipped board during the installation processThe damaged board is not casually noticeable, but once you know where it is you can detect it more easilyThis type oversight is not unheard of and can be remedied in one of three ways per the manufacturers written proceduresOne of the procedures (see [redacted] literature from [redacted] ) is to fill the void with a color matched fillerBrian attempted this remedy but was not satisfied with the results and then removed the fillerApparently a tiny amount of filler was left in the joint between the two planks and Mr [redacted] discovered itAll of the above was simply the result of “man's imperfection."' No one is perfectThe second error was the unnecessary and totally avoidable one - not telling the [redacted] of the issue only for them to find it laterWhile 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 attentionHe 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 problemAll of this being said replacing this board is easily accomplishedAgain see the [redacted] or go to [redacted] and navigate to see a seven minute video of a plank replacementThe [redacted] repair would even be easier as one end of the board is openMr [redacted] had agreed to us doing the plank replacement on 6/14/at 7:amBrian had offered to do the repair on a Saturday or Sunday but 7:am that Tuesday was Mr [redacted] requested timeWe juggled our schedule to accommodate himUpon 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 materialI had also given him the option to pull all the flooring up back to the chipped board, replace it and reassemble the floorAgain all of this would be done according to [redacted] specificationsThe 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 stockOn 6113/Mr [redacted] called the store and cancelledThat afternoon I called Mr [redacted] and tried, without success, to persuade him to let us do the plank replacementIt was at that time that he asked for a monetary concessionI did not make the $offer at this pointInstead, I advised him that my added cost to make the repair would literally be the cost of gasoline for the van to travel miles from my store to his house as Brian would be providing the service at no chargeI 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 amountAt that point he asked for 25% of the entire contract amount which would be $(not $500.00)It was at this point I offered him a $adjustment if he would not allow us our legal right to complete his jobAgain, all I want to do is finish my job giving him a beautiful floor that he and his wife can be proud ofDuring a conversation the following night Brian voluntarily offered to split the requested amount with L & M and we decided to go along with the $price adjustmentThe letter to the [redacted] was hand written the following day, typed, proofed and mailed certified mail on 6116/and followed up via regular mail on 6/20/All of this was done prior to my knowledge of Revdex.com involvementPlease 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 problemDuring our conversation he made no mention of thisMy concern is that I intend to offer full warranty of this job except for the chipped plankL am fully aware of Brain s capability as an installer to make this repairHe has been employed by my company since March of and is a top notch installerIf 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 subcontractorFinally, as per the letter, we agreed to make the price concession of $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
Revdex.com:Below is the update in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] sans-serif;">From: [redacted] Sent: Wednesday, January 14, 1:PMTo: [redacted] ***Subject: Request Case # [redacted] cleared or closed 01/14/ 13:11pm T0: [redacted] Thank you, [redacted] for your help As per our phone conversation, I am satisfied with the HawaiianTel handling our my phone service which I complained about on the 12th of Jan Complaint was made on Monday, the 12th of Jan The complaint was sent to HawaiianTel on Tuesday the 13th HawaiianTel Customer service called at 11:10am on the14th The HawaiianTel technician called at approx12:30pm today, the 14th of JanProblem was fixed by the technician replacing a wiring box Thank you at the Revdex.com for again aiding in the correction and completion of a phone line problem Aloha [redacted] ***
I emailed the complainant on March 27, size="3" face="Times New Roman"> I apologized for any confusion Hawaiian Telcom (“HT” or “Company”) may have caused regarding his bill In my investigation, I found that the Company changed his bill date between the December and January bill cycle The December bill had an invoice date of December 7, 2014, which noted a service period of December 7, to January 6, The January bill had an invoice date of January 28, 2015, which noted a service period of January 28, to February 27, There may have been a system error that affected the bill date when the disconnect order was being processed The disconnect date for his order was January 30, 2015, which occurred after the bill date As such, a regular monthly charge of $was incurred Furthermore, as the bill date changed, there were prorated charges of $for the period from January 7, to January 27, The total amount due was $ His February 28, invoice reflected that services were disconnected as of January 30, 2015, resulting in a prorated credit of $58.44, and leaving a remaining balance of $ This represents valid charges for the period from January 7, to January 29, The new February charge of $was for the unreturned modem, which has already been fully credited In regards to his due date to disconnect HT services, the complainant detailed that he had advised the Company to disconnect service on January 28, I asked the complainant if he might have advised our residential office to disconnect service on January 30, 2015, as that is the day he had to turn over the apartment to the property manager Mahalo, Nathan G [redacted] Customer Relations Specialist
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] StandardsIt is and customary to replace individual boards according to the repair procedures established by *** 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 floorThe problem with the 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 furnitureScratches and indentations are considered topical damage All wood flooring products are susceptible to scratches and I indentationsScratches and indentations are the floors reaction to excessive topical forceThis 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 indentationsIndentations and subsequent damage occurs when the cell structure of wood is compromised due to heavy loadsThe 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 determinationWe conducted the on-site field inspection and submitted the claim for processing and we have offered to replace boards under the manufacturer's warrantyDissatisfaction 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 ***, 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
Hawaiian Telcom had consistently failed to provide services as prepaid for in my area Outages go on for weeks with no explination other than repairs are sometimes underground First starting with one deadline for completion and then waiting until that deadline had passed to state a new date of completion up to days later
Initial Business Response / [redacted] (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") serviceI confirmed that I had left a voice message for him on 2/13/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 leftThey 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 - Megabits Per Second ("Mbps")The regular monthly rate was $47.99, but he took advantage of our one-year promotional rate of $His promotional period was from 9/28/and ended on 9/27/There was also an additional monthly fee of $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-MbpsI replied that during the promotional period, Company records show that we did not get any reports from him about his speed concernsAs 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 issuesMore recently, a Company technician did a repair visit on 2/22/Mr [redacted] perceives that our technician changed him to a SAHSI Basic speed level, which is in the range of 3-MbpsThis 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 $This would result in credits being issued for the difference between SAHSI Advantage and SAHSI Basic rates, for the billing period from 9/28/to 1/28/Also, the $monthly fee for the Wireless Gateway would continueHe agreed to this resolution, and understands that I will call him on 3/5/to review his 2/28/invoice for the credits that will be issued 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 [redacted] , Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist
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
Initial Business Response / [redacted] (1000, 8, 2014/03/20) */ Revdex.com, I spoke with [redacted] on 3/17/to review his concerns Hawaiian Telcom ("HT" or "Company") records show that our Residential Service department worked with Mr [redacted] in September 2013, regarding his service order to move his phone service to [redacted] At the time of his move order, Mr [redacted] complied with our request to provide some kind of documentation to confirm he was a tenant at this addressMr [redacted] perceives the move order had been completed after he faxed the documents to HT However, the order was not completed and the Company was not providing services to Mr***'s new addressAs a result, charges were billed for services at the address that Mr [redacted] was no longer residing, and there were no HT services at his new residence As Mr [redacted] perceives the move order was completed, he continued to pay his HT phone bill I apologized that our Company did not meet his expectations and that this matter was brought to the attention of our Senior Management for appropriate action and that we will issue a refund for the payments he made I spoke with Mr [redacted] again on 3/20/14, to advise that credits totaling $were issued, and that he would be receiving a refund check in that amount around the week of 4/10/ 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 [redacted] , Monday - Friday, from 8:a.mto 4:p.m Sincerely, [redacted] Customer Relations Specialist Final Consumer Response / [redacted] (2000, 10, 2014/03/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
I spoke to the complainant on January 21, 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, She inquired if a Company technician could be expedited for the morning of January 22, But if not, she would like our technician on January 23, 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