*** spoke to the customer on 2/16/and advised that Grande does not have a record of an offer of free modem to the customer, however, *** informed the customer that a 12-month promotion for free modem has been added to the account, and will apply another modem rental promotion free for a year when this one expires.The customer had a February 2018 billing statement with a $balance. A $credit for internet equipment fee was applied on 2/15/18 and a $credit for customer settlement was applied on 2/16/resulting a new balance of $62.75. *** applied a credit of $on 2/16/as promised to bring the current billing cycle to a $balance.*** sent two emails to the customer on 2/19/explaining the above. As the customer stated she did not receive these emails, *** resent the emails today
Grande explained to the customer that he doesn’t need a login to access ESPNcontentESPNrequires all users to be on their home network and that’s the way ESPN uses to verify access to all userFor any content that’s not related to ESPN3, the user would need to be subscribed to the
content through their cable provider which does require a login with the cable provider’s authorizationThe customer is fully aware that he doesn’t need an authorization from Grande to view any ESPNcontent
Grande accessed the phone call in question and confirmed that the Supervisor did mention that the $had to be paid by cash at the local office that dayThe customer showed no interest in reconnecting services at that point so the Supervisor further provided instructions on how to return equipment to our local office and provided the total balance as well
We have reviewed Mr***'s claims and have identified that he was directly impacted by three (3) outages so far in versus the outages that the customer claims. We have tried to reach out to Mr*** to troubleshoot his connectivity issues which we believe may be centered around
his personal router but have been unsuccessful in making contact. Mr***'s last call to Grande was on September 21, and we create a trouble ticket for a technician to visit his residence for on-site troubleshooting. However, Mr*** was not able to confirm the appointment through our pre-calls, so this ticket was canceled. Grande will continue to make an attempt to contact Mr*** with the expectation of resolving or identifying the cause of his connectivity issues
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** from Grande talked with me extensively and assured me that he would address the issue if it arises againThe service has been good since the last occurrence
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:Grande has provided an upgrade to their service which has allowed for improvementThey have stated that they will only charge the lower cost to us but will provide the higher grade service. They have agreed to provide the above service and rate agreement for a period of months. So as long as they are willing to uphold this agreement for the full term we can consider this case closed. Should they default on their agreement, I would need to open another compliant. I am optimistic they will honor their terms for the next months
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The complaint was not solely
about the inability to installI understand the logistucs of why that didn't happenThe issue was the rude and disrespectful service, which the company did not even address in their responseFurthermore, after this complaint was filed Grande attenpted the install a second time and was unsuccessful and I was subjected to extremely rude service once againThe technician stood in my house and was rude and disrespectful to my pregnant wifeThis is unacceptableIt was only after I cancelled my service that a decent representative reached out to me and handled the situationA third installation attempt was made by a different technician and was successfulAgain, the fact that the company did not even address this in their response speaks volumes on where they place customer service.
Regards,
*** ***
Complaint:
***
I am rejecting this response because:I advised Grande that ATT told me they had no port request for that numberI also advised Grande that ATT said their back office had a back office number for ATT and they needed to call ATT themselves to resolve this issue but Grande has refused to do that and keeps telling me to call themI get the same response from ATTHowever ATT office of the President called me and said they were investigating but nothing since then
Regards,
*** ***
When the customer spoke with Grande on 7/7/17, she was aware she only paid her past due balance, and she still had a remaining balance due in a couple of days for the current month She made arrangement to pay that on 7/12/She failed to follow through with her arrangement
so on 7/18/she was billed again for the new month leaving her a balance of $(the carried over balance and the new month)On 8/10/17, we debited the full amount of $via automatic payment which was due at the time. The customer had set up auto payment with us on 7/7/to waive the $deposit againA full explanation and break down of the billing history was also provided again on 8/12/17, so the customer was fully aware We applied a courtesy credit of $for any misunderstanding, but the payment of $deducted on 8/10/was a valid amount for services rendered and shall not be refundedThank you
Complaint: ***
I am rejecting this response because: I have not received the refund and will not mark as resolved until it has been received.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Per the customer's request, he was contacted by the area supervisor. The service issues were addressed, but the customer said there was still a buzzing sound coming from the box. It was later confirmed that the buzzing was coming from his security equipment, and not by the Grande equipment. The service is working fine now
Grande was not able to reach the customer via phone. Grande emailed the customer regarding the rejection of the response on 8/23/16, but, to date, had not received a response
The customer's service was out due to emergency maintenance issues. Grande was working on another issue when a potential service degradation was discovered. Grande corrected this issue proactively to ensure service reliability which caused the temporary outages. Grande
attempted to reach the customer on several occasions regarding her complaint, but only received voice mail. A credit for one full month of service was applied to the account due to the ongoing outages that were experienced
The customer had internet connectivity issues throughout August and September, and we weren't able to successfully diagnose the problem locally. The modem was swapped out on September 4, 2014, but the customer still experienced intermittent connectivity issues. Unfortunately, the issue
was not resolved before the customer disconnected his account. Under standard practice, the account would be credited once the issue was resolved, but it was not in this instance as the issue was not resolved. As a resolution for this complaint, a credit of $was credited to the account to bring the balance to zero
Complaint: ***
I am rejecting this response because:It is lies and I spoke a supervisor this year not in I was locked in at that rate in February of this yearGrande is ripping off people and don't know how to talk to peopleYou all used to be the best company around but you all have grown your business and forgotten how to treat people and be loyal to your customersYou all won't be around longAs I stated earlier I am shopping around for another companyI am still contacting the FCC and following up with the corporate office
Regards,
*** ***
Grande reached out to the customer and apologized for the unpleasant experience as stated and provided an explanation of the latest interactions on her account. We offered to upgrade the services at a discounted rate. However, the customer declined the offer at this
time as she has already set up to get services with a new provider
*** spoke to the customer on 2/16/and advised that Grande does not have a record of an offer of free modem to the customer, however, *** informed the customer that a 12-month promotion for free modem has been added to the account, and will apply another modem rental promotion free for a year when this one expires.The customer had a February 2018 billing statement with a $balance. A $credit for internet equipment fee was applied on 2/15/18 and a $credit for customer settlement was applied on 2/16/resulting a new balance of $62.75. *** applied a credit of $on 2/16/as promised to bring the current billing cycle to a $balance.*** sent two emails to the customer on 2/19/explaining the above. As the customer stated she did not receive these emails, *** resent the emails today
Grande explained to the customer that he doesn’t need a login to access ESPNcontentESPNrequires all users to be on their home network and that’s the way ESPN uses to verify access to all userFor any content that’s not related to ESPN3, the user would need to be subscribed to the
content through their cable provider which does require a login with the cable provider’s authorizationThe customer is fully aware that he doesn’t need an authorization from Grande to view any ESPNcontent
Grande accessed the phone call in question and confirmed that the Supervisor did mention that the $had to be paid by cash at the local office that dayThe customer showed no interest in reconnecting services at that point so the Supervisor further provided instructions on how to return equipment to our local office and provided the total balance as well
We have reviewed Mr***'s claims and have identified that he was directly impacted by three (3) outages so far in versus the outages that the customer claims. We have tried to reach out to Mr*** to troubleshoot his connectivity issues which we believe may be centered around
his personal router but have been unsuccessful in making contact. Mr***'s last call to Grande was on September 21, and we create a trouble ticket for a technician to visit his residence for on-site troubleshooting. However, Mr*** was not able to confirm the appointment through our pre-calls, so this ticket was canceled. Grande will continue to make an attempt to contact Mr*** with the expectation of resolving or identifying the cause of his connectivity issues
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** from Grande talked with me extensively and assured me that he would address the issue if it arises againThe service has been good since the last occurrence
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:Grande has provided an upgrade to their service which has allowed for improvementThey have stated that they will only charge the lower cost to us but will provide the higher grade service. They have agreed to provide the above service and rate agreement for a period of months. So as long as they are willing to uphold this agreement for the full term we can consider this case closed. Should they default on their agreement, I would need to open another compliant. I am optimistic they will honor their terms for the next months
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The complaint was not solely
about the inability to installI understand the logistucs of why that didn't happenThe issue was the rude and disrespectful service, which the company did not even address in their responseFurthermore, after this complaint was filed Grande attenpted the install a second time and was unsuccessful and I was subjected to extremely rude service once againThe technician stood in my house and was rude and disrespectful to my pregnant wifeThis is unacceptableIt was only after I cancelled my service that a decent representative reached out to me and handled the situationA third installation attempt was made by a different technician and was successfulAgain, the fact that the company did not even address this in their response speaks volumes on where they place customer service.
Regards,
*** ***
Complaint:
***
I am rejecting this response because:I advised Grande that ATT told me they had no port request for that numberI also advised Grande that ATT said their back office had a back office number for ATT and they needed to call ATT themselves to resolve this issue but Grande has refused to do that and keeps telling me to call themI get the same response from ATTHowever ATT office of the President called me and said they were investigating but nothing since then
Regards,
*** ***
When the customer spoke with Grande on 7/7/17, she was aware she only paid her past due balance, and she still had a remaining balance due in a couple of days for the current month She made arrangement to pay that on 7/12/She failed to follow through with her arrangement
so on 7/18/she was billed again for the new month leaving her a balance of $(the carried over balance and the new month)On 8/10/17, we debited the full amount of $via automatic payment which was due at the time. The customer had set up auto payment with us on 7/7/to waive the $deposit againA full explanation and break down of the billing history was also provided again on 8/12/17, so the customer was fully aware We applied a courtesy credit of $for any misunderstanding, but the payment of $deducted on 8/10/was a valid amount for services rendered and shall not be refundedThank you
Complaint: ***
I am rejecting this response because: I have not received the refund and will not mark as resolved until it has been received.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Grande will waive the full balance of $242.37. A message was left with the customer to let her know
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Per the customer's request, he was contacted by the area supervisor. The service issues were addressed, but the customer said there was still a buzzing sound coming from the box. It was later confirmed that the buzzing was coming from his security equipment, and not by the Grande equipment. The service is working fine now
Grande was not able to reach the customer via phone. Grande emailed the customer regarding the rejection of the response on 8/23/16, but, to date, had not received a response
The customer's service was out due to emergency maintenance issues. Grande was working on another issue when a potential service degradation was discovered. Grande corrected this issue proactively to ensure service reliability which caused the temporary outages. Grande
attempted to reach the customer on several occasions regarding her complaint, but only received voice mail. A credit for one full month of service was applied to the account due to the ongoing outages that were experienced
The customer had internet connectivity issues throughout August and September, and we weren't able to successfully diagnose the problem locally. The modem was swapped out on September 4, 2014, but the customer still experienced intermittent connectivity issues. Unfortunately, the issue
was not resolved before the customer disconnected his account. Under standard practice, the account would be credited once the issue was resolved, but it was not in this instance as the issue was not resolved. As a resolution for this complaint, a credit of $was credited to the account to bring the balance to zero
Complaint: ***
I am rejecting this response because:It is lies and I spoke a supervisor this year not in I was locked in at that rate in February of this yearGrande is ripping off people and don't know how to talk to peopleYou all used to be the best company around but you all have grown your business and forgotten how to treat people and be loyal to your customersYou all won't be around longAs I stated earlier I am shopping around for another companyI am still contacting the FCC and following up with the corporate office
Regards,
*** ***
Grande reached out to the customer and apologized for the unpleasant experience as stated and provided an explanation of the latest interactions on her account. We offered to upgrade the services at a discounted rate. However, the customer declined the offer at this
time as she has already set up to get services with a new provider