The customer called on 01/09/to disconnect services A Grande Rep asked when he wanted the disconnect order to take place The customer advised he had already moved out of the residence but had been too busy to call to disconnect The Rep advised him she could set up disconnect for 01/14/and if he returned the equipment before that date, his billing would stop The customer asked for the address to the local office and the Rep gave him the address of [redacted] ***, and gave him hours of that local office She also advised the customer that there was a drop box outside the office that he could drop the equipment off at The customer had a statement mailed out on 12/22/for cycle period 12/29l- 01/28/with a balance of $ A payment was received on 01/12/The customer’s service was disconnected on 01/14/and his billing was stopped on 01/14/as he did not return the equipment until 01/15/ His bill was prorated from 12/29/-01/14/(days) for $75.28, and credits were issued for the difference of $ This credit balance of $was refunded to the customer's credit card account on 01/15/No further charges were posted to this account after 01/14/15.Grande attempted to reach the customer on 04/09/and spoke with his cousin and left a message requesting a callback Another attempt was made to reach the customer today, but was unsuccessful as the customer's voicemail box was not set up
The disputed amount of $was billed in error and it has been corrected and reversed The account is showing a credit amount of $that will be refunded within 14-days
Grande reached out to the customer who advised her issues had been handled The customer was able to contact Customer Care yesterday and made all the changes she wanted to on her account
The customer spoke with a supervisor on 8/15/and the channels requested were added at a discounted rate and the customer was satisfied Grande had not been able to reach the customer regarding this complaint to confirm if she had further concerns
Complaint: [redacted] I am rejecting this response because:I received a call from *** [redacted] (sp?) in Corporate in response to this complaint, and he said they were going to waive this month's bill ,which is $I don't know if he only meant part of the bill ,but he said he was going to waive this month's bill and that is not what is reflected in the response in this message.More importantly both he and someone named *** in customer service told me they would waive the fee for the fiber modem for at least not only this year but also next year*** said it would be permanent in that he could only program it up to a year in the system now but that he would put in notes that when I called after it expired they were to waive it againI asked both gentleman to put this in writing, and they both said they would*** said specifically he would email me from his corporate email account when we hung up to confirm this understanding in writingI received nothing (have checked my spam folder also), and now I have received this response which once again was not what was agreed.The original agreement I had with the installer who called his supervisor was that I was never going to have to pay for this modemOtherwise I was going to cancel the installationThat the original agreement would now be upheld (my never having to pay for this modem) is what I understood to be what *** said today would be the resolutionIn addition to that, *** also offered to waive this month's fee given all of the hassle I have already been throughIf he meant part of the bill, I would like to understand which part he meant, because that is not what he statedIt is not something I asked for but I do think I deserve it and most importantly I want this company to back up what they are saying.To be clear, I would like a clear statement that they are going to make sure I never have to pay for this modem for however long I keep this serviceIf I cancel service with them I am happy to return the modem so long as they return my wall to the condition it was in before they drilled into it to install this thing.I want the agreement I entered intoI didn't ask them to waive this month's bill but I accepted it as a tokenWhat I would like is for them to abide by what they are telling me, and I would like to see it in writing for obvious reasons Regards, [redacted]
Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office Grande explained the channel drop issue as well The Grande representative advised if the customer needed anything else at all to call us and we would be happy to assist
Complaint: [redacted] I am rejecting this response because:The right thing to do was to inform the customer about the error on their part and then cancel the package, not apologize after the fact, When asked about it as to why they did not inform us, they told me that they dont have to inform that they made a mistake and we are cancelling the channels.Its a classic example of poor customer service Regards, [redacted] ***
Work was performed to alleviate the interference affecting customers in this node Since this work, no further issues have been seen The customers modem levels look good with no signs of recent drops A Local Field Operations Supervisor spoke with the customer who confirmed they have not seen recent issues The Supervisor provided his direct contact number to call in case of any further events occurred
Complaint: [redacted] I am rejecting this response because: Grande sent a tech to the home He was kind and polite but after several hours the issue is still unresolved When the technician left the service functioned properly for about and hour and then began to fail again The tech had reported to me that the equipment provided by Grande was not responding in a correct functioning manner as it should He reported he would need to return on 2/3/ The matter is still unresolved and I am unsatisfied I am paying for Netflix and Microsoft services which I am unable to use as a result of non functioning internet service I have been charged for internet service that does not function properly I want to be refunded all charges from Grande until they can provide me with reasonably good functioning internet services which they have failed to provide thus far Regards, [redacted]
Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address We apologize for the delay of refund
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 Regards, [redacted]
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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still pendingI will contact you when I actually receive the full refunded amount Regards, [redacted] ***
Grande advised the customer that his Home Owners Association only pays for basic cable, any additional services above basic cable were to be charged to him An error was made to the customer's account previously and he was receiving additional channels without being charged since An adjustment had since been made to the account to correct the situation to only receive basic cable Going forward, the customer would have to pay if he wishes to receive the additional channels
Grande explained to the customer that a port request was received from AT&T on 3/11/and they were obligated to release the number in question to AT&T on 3/16/per the request The customer advised that he had contacted AT&T and they were working on the issue
Complaint: [redacted] I am rejecting this response because: [redacted] with Grande called me and left a voicemail stating they were waiving $75.17, but the issue is Grande turned me over to a collection agency for non pay when I called several times to get a final billing. I tried to call her back, but I just get put on hold for 15-20 minutes with no response at all. Per my voicemail I am to call [redacted] at ext#***, but I can't seem to be put through. I have the voicemail and can screenshot it if necessary. I want to be cleared from a collection agency that makes it seem like I failed to pay and was cut off for nonpayment and that was not the deal at all! I am still furious and at this time do not accept! Until I actually have proof I am out of collections and all collection fees waived I wil not be satisfied. Grande is making it seem like I owed $433.13 , but they're doing me a favor by taking off 75.17! No! Not right! I want in writing I was cleared from all wrong doing on their behalf and then I will get my final bill paid to Grande not a collection company!!! Regards, [redacted]
Grande made four attempts to reach the customer via phone to discuss her billing and her wish to switch to another service plan There were no answer and no answering machines or voice mail was available A letter was sent to the customer on 2/11/detailing her charges and fees as well as a number where she can call to go over her charges and any changes she may wish on her plan
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 Regards, [redacted] ***
Grande had attempted to reach the customer since 7/28/regarding her complaint [redacted] left another message on 8/6/to schedule an appointment to complete the work needed To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account We apologize for the inconvenience the customer experienced due to the delays
A Grande supervisor explained the bill to the customer yesterday and addressed the customer's concerns A $credit was applied to the account The customer was satisfied with the discussion and explanations
The customer called on 01/09/to disconnect services A Grande Rep asked when he wanted the disconnect order to take place The customer advised he had already moved out of the residence but had been too busy to call to disconnect The Rep advised him she could set up disconnect for 01/14/and if he returned the equipment before that date, his billing would stop The customer asked for the address to the local office and the Rep gave him the address of [redacted] ***, and gave him hours of that local office She also advised the customer that there was a drop box outside the office that he could drop the equipment off at The customer had a statement mailed out on 12/22/for cycle period 12/29l- 01/28/with a balance of $ A payment was received on 01/12/The customer’s service was disconnected on 01/14/and his billing was stopped on 01/14/as he did not return the equipment until 01/15/ His bill was prorated from 12/29/-01/14/(days) for $75.28, and credits were issued for the difference of $ This credit balance of $was refunded to the customer's credit card account on 01/15/No further charges were posted to this account after 01/14/15.Grande attempted to reach the customer on 04/09/and spoke with his cousin and left a message requesting a callback Another attempt was made to reach the customer today, but was unsuccessful as the customer's voicemail box was not set up
The disputed amount of $was billed in error and it has been corrected and reversed The account is showing a credit amount of $that will be refunded within 14-days
Grande reached out to the customer who advised her issues had been handled The customer was able to contact Customer Care yesterday and made all the changes she wanted to on her account
The customer spoke with a supervisor on 8/15/and the channels requested were added at a discounted rate and the customer was satisfied Grande had not been able to reach the customer regarding this complaint to confirm if she had further concerns
Complaint: [redacted] I am rejecting this response because:I received a call from *** [redacted] (sp?) in Corporate in response to this complaint, and he said they were going to waive this month's bill ,which is $I don't know if he only meant part of the bill ,but he said he was going to waive this month's bill and that is not what is reflected in the response in this message.More importantly both he and someone named *** in customer service told me they would waive the fee for the fiber modem for at least not only this year but also next year*** said it would be permanent in that he could only program it up to a year in the system now but that he would put in notes that when I called after it expired they were to waive it againI asked both gentleman to put this in writing, and they both said they would*** said specifically he would email me from his corporate email account when we hung up to confirm this understanding in writingI received nothing (have checked my spam folder also), and now I have received this response which once again was not what was agreed.The original agreement I had with the installer who called his supervisor was that I was never going to have to pay for this modemOtherwise I was going to cancel the installationThat the original agreement would now be upheld (my never having to pay for this modem) is what I understood to be what *** said today would be the resolutionIn addition to that, *** also offered to waive this month's fee given all of the hassle I have already been throughIf he meant part of the bill, I would like to understand which part he meant, because that is not what he statedIt is not something I asked for but I do think I deserve it and most importantly I want this company to back up what they are saying.To be clear, I would like a clear statement that they are going to make sure I never have to pay for this modem for however long I keep this serviceIf I cancel service with them I am happy to return the modem so long as they return my wall to the condition it was in before they drilled into it to install this thing.I want the agreement I entered intoI didn't ask them to waive this month's bill but I accepted it as a tokenWhat I would like is for them to abide by what they are telling me, and I would like to see it in writing for obvious reasons Regards, [redacted]
Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office Grande explained the channel drop issue as well The Grande representative advised if the customer needed anything else at all to call us and we would be happy to assist
Complaint: [redacted] I am rejecting this response because:The right thing to do was to inform the customer about the error on their part and then cancel the package, not apologize after the fact, When asked about it as to why they did not inform us, they told me that they dont have to inform that they made a mistake and we are cancelling the channels.Its a classic example of poor customer service Regards, [redacted] ***
Work was performed to alleviate the interference affecting customers in this node Since this work, no further issues have been seen The customers modem levels look good with no signs of recent drops A Local Field Operations Supervisor spoke with the customer who confirmed they have not seen recent issues The Supervisor provided his direct contact number to call in case of any further events occurred
Complaint: [redacted] I am rejecting this response because: Grande sent a tech to the home He was kind and polite but after several hours the issue is still unresolved When the technician left the service functioned properly for about and hour and then began to fail again The tech had reported to me that the equipment provided by Grande was not responding in a correct functioning manner as it should He reported he would need to return on 2/3/ The matter is still unresolved and I am unsatisfied I am paying for Netflix and Microsoft services which I am unable to use as a result of non functioning internet service I have been charged for internet service that does not function properly I want to be refunded all charges from Grande until they can provide me with reasonably good functioning internet services which they have failed to provide thus far Regards, [redacted]
Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address We apologize for the delay of refund
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 Regards, [redacted]
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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still pendingI will contact you when I actually receive the full refunded amount Regards, [redacted] ***
Grande advised the customer that his Home Owners Association only pays for basic cable, any additional services above basic cable were to be charged to him An error was made to the customer's account previously and he was receiving additional channels without being charged since An adjustment had since been made to the account to correct the situation to only receive basic cable Going forward, the customer would have to pay if he wishes to receive the additional channels
Grande explained to the customer that a port request was received from AT&T on 3/11/and they were obligated to release the number in question to AT&T on 3/16/per the request The customer advised that he had contacted AT&T and they were working on the issue
Complaint: [redacted] I am rejecting this response because: [redacted] with Grande called me and left a voicemail stating they were waiving $75.17, but the issue is Grande turned me over to a collection agency for non pay when I called several times to get a final billing. I tried to call her back, but I just get put on hold for 15-20 minutes with no response at all. Per my voicemail I am to call [redacted] at ext#***, but I can't seem to be put through. I have the voicemail and can screenshot it if necessary. I want to be cleared from a collection agency that makes it seem like I failed to pay and was cut off for nonpayment and that was not the deal at all! I am still furious and at this time do not accept! Until I actually have proof I am out of collections and all collection fees waived I wil not be satisfied. Grande is making it seem like I owed $433.13 , but they're doing me a favor by taking off 75.17! No! Not right! I want in writing I was cleared from all wrong doing on their behalf and then I will get my final bill paid to Grande not a collection company!!! Regards, [redacted]
Grande made four attempts to reach the customer via phone to discuss her billing and her wish to switch to another service plan There were no answer and no answering machines or voice mail was available A letter was sent to the customer on 2/11/detailing her charges and fees as well as a number where she can call to go over her charges and any changes she may wish on her plan
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 Regards, [redacted] ***
Grande had attempted to reach the customer since 7/28/regarding her complaint [redacted] left another message on 8/6/to schedule an appointment to complete the work needed To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account We apologize for the inconvenience the customer experienced due to the delays
A Grande supervisor explained the bill to the customer yesterday and addressed the customer's concerns A $credit was applied to the account The customer was satisfied with the discussion and explanations