Grande advised the customer that as he disconnected within days of installation, he will receive a full refund The customer was satisfied with the resolution
Grande visited Customer's residence on multiple occasions to address the problems, but the customer failed to meet our Technicians at most of these appointmentsFollowing is the service call history: 5/3/17: Customer cancelled the appointment 7/3/17: Technician was unable to complete the job because the customer had to leave for work7/6/17: Customer was not home for the Technician.7/8/17: Technician followed up with the customer: called to check if everything was fine, no answer, left a message to call him back.7/23/17: The customer's neighbor's dump truck tore down the hard line to the tapWe advise the customer we could not troubleshoot due to no signal at the time8/9/17: We set up a Special Request to come raise the line that was droppedWhen the Technician arrived, the customer cancelled with him saying there was nothing for Technician to do that day8/25/17: Our Technician was able to replace the tap that was damaged9/13/17: Customer called in to disconnect service, and we ended the billing the same day.We have compensated the account based on the monthly charges specific to the reported issues and account historyThe customer stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable serviceA total of $will be refunded to the account for these intermittent issues for the month of July, August, and part of September
Grande spoke to the customer regarding his final balance The customer was advised that his balance was $which was for service from 9/9/to 10/20/15, the day he returned his modem to Grande The balance of $included a $non-pay fee This fee was waived, thereby, reducing the balance to $ The final statement reflecting the $balance, notating the $credit for the non-pay fee, was emailed to the customer The customer stated once he looks over the statement, he will pay the balance
Grande reached out to the customer in an effort to resolve this issue and unfortunately, the customer made the decision to disconnect their service Grande takes great pride in our efforts to be honest and transparent in our explanations for our adjustments In this case, the customer received a planned increase to the bundle as part of our price assurance bundle pricing The timing of that price increase along with increases to our surcharges and fees created the perception of the Grande bill always changing When we spoke to the customer, she understood the explanation and politely declined our offers to remain a customer If she wishes to reconnect with Grande, we will gladly welcome her back to the Grande family
A Grande agent attempted to reach the customer on three occasions and left messages Grande will switch out the box at no cost and will waive the trip fee The Grande technician will make sure that the TiVo box will work before completing the order We will need to schedule an appointment for the job and discuss and address all concerns
Grande spoke to the customer and explained his billing and services and discussed different options Grande made several offers to help reduce the monthly costs The customer decided to upgrade his internet service to the mbps and keeping his phone service, but cancelling the cable service
Grande left a message on 9/28/ Grande called again on 10/1/and spoke to the customer The customer stated he decided to stay with his current carrier and did not wish to discuss any details
Grande spoke to the customer who advised the DVR issue had been resolved A $courtesy credit was issued to the account for the customer's trouble We apologize for the inconvenience the customer experienced
Grande verified that this customer backs up to an existing easementOur Field Operations is going to install a tap and make this address serviceableThe field tech informed the customer that a Territory Manager would be coming out to speak with him regarding setting up servicesWe apologize for the inconvenience the customer experienced
Grande advised the customer today that credits were applied to prorate the account leaving a remaining balance of $for services that were rendered prior to disconnection We apologize for the inconvenience the customer experienced due to this circumstance
Grande had been working with the customer and isolated the issue down to a faulty receiver in the node and had replaced it We have not received any further reports of service issues from the customer
The customer was billed on 3/18/in the amount of $for cable and internet service for the period covering 3/25/to 4/24/The due date for this billing was on 4/11/ The customer paid $on 4/15/to cover this billOn 4/18/16, the customer was billed again for the service period covering 4/25/to 5/24/in the amount of $On 4/22/16, she disconnected her cable service (but keeping the internet service), and the bill was prorated for cable service and adjusted down to $ So instead of owing $for this statement dated 4/18/16, she now owes $for internet service onlyThe due date on this is 5/12/The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/would cover service period 4/24/to 5/25/ It was explained that her last payment covered the service period of 3/24/to 4/25/ Instead of owing the entire balance of $for the bill that was last mailed to her, she only owes $due 5/12/ Grande does not owe the customer the amount claimed
A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/ The customer confirmed that the service appears to be stable since the correction
The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer We apologize for the delay of the refund
Half of the equipment charges were removed to settle the dispute The customer agreed to pay the rest of the charges to clear out the balance The account now has a zero balance, and the customer was satisfied
Grande explained to the customer that we would not be able to provide outage information to him and he understood The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/and will call back if he had any additional issues
Grande explained the disputed charges to the customer and applied a goodwill credit of $to remove the outstanding final charges The customer was satisfied with the resolution
A request was sent to remove the customer's collection hit from the credit report A voicemail was left to inform the customer of the outcome We apologize for the inconvenience the customer experienced
Grande advised the customer that as he disconnected within days of installation, he will receive a full refund The customer was satisfied with the resolution
Grande applied a credit of $for the full balance of the bill as well as the collections fee to settle the complaint
Grande visited Customer's residence on multiple occasions to address the problems, but the customer failed to meet our Technicians at most of these appointmentsFollowing is the service call history: 5/3/17: Customer cancelled the appointment 7/3/17: Technician was unable to complete the job because the customer had to leave for work7/6/17: Customer was not home for the Technician.7/8/17: Technician followed up with the customer: called to check if everything was fine, no answer, left a message to call him back.7/23/17: The customer's neighbor's dump truck tore down the hard line to the tapWe advise the customer we could not troubleshoot due to no signal at the time8/9/17: We set up a Special Request to come raise the line that was droppedWhen the Technician arrived, the customer cancelled with him saying there was nothing for Technician to do that day8/25/17: Our Technician was able to replace the tap that was damaged9/13/17: Customer called in to disconnect service, and we ended the billing the same day.We have compensated the account based on the monthly charges specific to the reported issues and account historyThe customer stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable serviceA total of $will be refunded to the account for these intermittent issues for the month of July, August, and part of September
Grande met with the customer and made all the repairs identified Grande confirmed with the customer that he was satisfied with the results
Grande spoke to the customer regarding his final balance The customer was advised that his balance was $which was for service from 9/9/to 10/20/15, the day he returned his modem to Grande The balance of $included a $non-pay fee This fee was waived, thereby, reducing the balance to $ The final statement reflecting the $balance, notating the $credit for the non-pay fee, was emailed to the customer The customer stated once he looks over the statement, he will pay the balance
Grande reached out to the customer in an effort to resolve this issue and unfortunately, the customer made the decision to disconnect their service Grande takes great pride in our efforts to be honest and transparent in our explanations for our adjustments In this case, the customer received a planned increase to the bundle as part of our price assurance bundle pricing The timing of that price increase along with increases to our surcharges and fees created the perception of the Grande bill always changing When we spoke to the customer, she understood the explanation and politely declined our offers to remain a customer If she wishes to reconnect with Grande, we will gladly welcome her back to the Grande family
A Grande agent attempted to reach the customer on three occasions and left messages Grande will switch out the box at no cost and will waive the trip fee The Grande technician will make sure that the TiVo box will work before completing the order We will need to schedule an appointment for the job and discuss and address all concerns
Grande spoke to the customer and explained his billing and services and discussed different options Grande made several offers to help reduce the monthly costs The customer decided to upgrade his internet service to the mbps and keeping his phone service, but cancelling the cable service
Grande left a message on 9/28/ Grande called again on 10/1/and spoke to the customer The customer stated he decided to stay with his current carrier and did not wish to discuss any details
Grande spoke to the customer who advised the DVR issue had been resolved A $courtesy credit was issued to the account for the customer's trouble We apologize for the inconvenience the customer experienced
Grande verified that this customer backs up to an existing easementOur Field Operations is going to install a tap and make this address serviceableThe field tech informed the customer that a Territory Manager would be coming out to speak with him regarding setting up servicesWe apologize for the inconvenience the customer experienced
Grande advised the customer today that credits were applied to prorate the account leaving a remaining balance of $for services that were rendered prior to disconnection We apologize for the inconvenience the customer experienced due to this circumstance
Grande had been working with the customer and isolated the issue down to a faulty receiver in the node and had replaced it We have not received any further reports of service issues from the customer
The customer was billed on 3/18/in the amount of $for cable and internet service for the period covering 3/25/to 4/24/The due date for this billing was on 4/11/ The customer paid $on 4/15/to cover this billOn 4/18/16, the customer was billed again for the service period covering 4/25/to 5/24/in the amount of $On 4/22/16, she disconnected her cable service (but keeping the internet service), and the bill was prorated for cable service and adjusted down to $ So instead of owing $for this statement dated 4/18/16, she now owes $for internet service onlyThe due date on this is 5/12/The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/would cover service period 4/24/to 5/25/ It was explained that her last payment covered the service period of 3/24/to 4/25/ Instead of owing the entire balance of $for the bill that was last mailed to her, she only owes $due 5/12/ Grande does not owe the customer the amount claimed
A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/ The customer confirmed that the service appears to be stable since the correction
The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer We apologize for the delay of the refund
Half of the equipment charges were removed to settle the dispute The customer agreed to pay the rest of the charges to clear out the balance The account now has a zero balance, and the customer was satisfied
Grande explained to the customer that we would not be able to provide outage information to him and he understood The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/and will call back if he had any additional issues
Grande explained the disputed charges to the customer and applied a goodwill credit of $to remove the outstanding final charges The customer was satisfied with the resolution
A request was sent to remove the customer's collection hit from the credit report A voicemail was left to inform the customer of the outcome We apologize for the inconvenience the customer experienced