Grande informed the customer that the account balance will be waived due to Grande's error to settle the dispute. The total credit will be in the amount of $593.90. Grande offered to waive all installation fees should the customer wish to restart service. He would just need to pay
the first month's bill with the technician at the time of install. The customer was in agreement and was satisfied with the resolution
A Grande Field Operations Supervisor visited the customer's home on 8/30/and completed the order. A Grande representative tried to reach out to the customer today to confirm his satisfaction. A message was left requesting the customer to contact us should he still need further
assistance. We apologize for the inconvenience the customer experienced
There were multiple charge backs and returned payments due to insufficient funds. The account was suspended on 8/4/for past due charges because of these returned payments. The customer spoke to a supervisor on 8/5/and a special payment arrangement was made for the customer to pay
$(the past due charges on the account) in cash that same day to restore service. However, no payment was received that day.The account was disconnected and closed on 8/8/for past due charges. The customer was at the local office on 8/13/to pay the $290.16. However, as the account was closed, the customer was advised the total final balance of $had to be paid.The account was charged a $NSF fee because the autopay was not added. A credit of $was applied to the account to offset that fee.The remaining balance on the account is now $312.76. The customer will need to pay the balance of $plus the first month charges, plus a deposit and reconnection fee before service can be re-established
The Customer has been reporting issues since April...According to the work order history, trouble ticket appointments were scheduled, but were cancelled due to the Customer not being home or available when the technician arrived. While there, the technicians
checked and verified that service was working from the outside. The last trouble ticket appoinment was scheduled for 11/2/15 and again it was cancelled due to customer not being home. We have not been able to verify OR resolve these reported issues because we could not gain access. Since this is a long time customer, Grande can offer a $credit as a courtesy until we can actually make arrangement with the Customer to be home for the Field Op to address these issues. Then we will revisit to review and provide further assistance as needed on the billing side
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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
Uriah Sanchez called to cancel membership on 1/9/and was still charged on 1/13/I wasn't pose to be charged again.I got half of the charge from 1/13/backNot for the month beforeEven on the phone nobody told me I was going to get charged again after from calling to cancel my membership
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,
*** ***
The customer's equipment was returned, and the account was not charged. The last payment received on the account was $on 6/26/16 which covered services from 6/15/to 7/14/16. The services were disconnected on 7/25/leaving a valid account balance of
$for services rendered from 7/15/to the disconnection date of 7/25/
Grande previously advised the customer that a check was already processed, but it was not accurate. Grande advised the customer yesterday that he will receive a refund check in the amount of $in about two weeks or less. We apologize for this delay
Grande was out on 4/18/and fixed the wifi issue. Grande had left numerous messages requesting a call to discuss the customer's concerns, however, Grande was not successful in reaching the customer to confirm satisfaction. Grande has addressed the customer
service situation and will endeavor to improve the customer/customer service interactions. We apologize for the inconvenience the customer experienced due to this circumstance and hope there are no further issues at this time
The Agent's extension given is a working extension. The customer has to reach a Customer Service Representative and be transferred to the provided extension. In the event the Agent is not available, the Customer Service Representative will take a message and relay it to the Agent or leave notations on the account.The refund check was issued on 2/7/18, and we are showing that the check was cashed on 3/1/
Grande spoke with the customer on 8/12/after everything mentioned, and the billing history was broken down and fully explainedWe apologize for any misunderstanding or misinformation on our part, but the fact still remains that a payment was missedThe customer promised to pay on 7/12/and she did not pay as promisedThis past due amount was carried over to the next monthBecause they were set up for automatic payment, both of these payments were debited at the same time on 8/10/as that was the amount owed on the accountWe did not misapply any amount to their bill nor was there any error pertaining to their automatic paymentTherefore, we do not owe any refunds at this time as we deducted what was owed and due at the timeThis break down was communicated and explained to the customer on 8/12/We have already applied a $courtesy creditWe will increase this amount by adding another $credit for the misunderstanding
Grande spoke to the customer on 1/19/15 to advise that the recordings made when he set up his service as well as when he changed his package indicate that neither representative told him the package would come with five receivers. To settle the dispute, Grande will set up an order to
bring out additional TiVos for $each and would waive the installation fee of $if the customer is in agreement. The customer also disputed that the techncians did not set up the cable in his upstairs bedroom stating they would have to run new cables. If new cables need to be run, then additional fees would be charged. The customer stated he would make a decision and will call back
Complaint: ***
I am rejecting this response because:THE POINT IS THE SUPERVISOR WITHHELD INFORMATION AND WHEN I WENT TO MAKE A PAYMENT IT WAS SOMETHING DIFFEREMT FROM WHAT THE SUPERVISOR SAIDPLEASE COPY THE TRANSCRIPT BECAUSE I HAVE RECORDED CALL.Regards,
*** ***
Complaint: ***
I am rejecting the response because:The discounted rate that was offered as a resolution was for more cable & wifi inclusions at an even higher rate than what we currently pay (almost $more than what we pay now)The primary reason for filing the complaint was the increasing costs each monthSo, the solution offered is not a solution if it means paying even more money on a monthly basisOur family decided to terminate Grande's services due to the following:1.Nature of our two complaints,2.Business practicesFailure to properly notify customers of ongoing bill increasesFailure to provide valid reasons for increased chargesDishonesty by the customer service call center regarding unavailability of managers while fully aware that managers are available
Regards,
*** ***
A free modem rental fee promotion and a credit for the current balance of $have been applied to the customer's account. The customer will be paying $plus applicable sales taxes for the remainder of the promotion period for 2018. We apologize for the
inconvenience the customer experienced due to this matter
Grande apologizes for the inconvenience. Grande had spoken to the customer regarding this issue and advised the account has now been deleted and the balance zeroed out
The customer was informed the disconnection was set up for 1/15/15, but if the equipment was returned before 1/15/15, the billing would stop on the date the equipment was returned. However, the equipment was not returned until 1/15/15, and the billing was stopped as of 1/14/15. The charges were prorated to 1/14/No further credit is due
Grande informed the customer that the account balance will be waived due to Grande's error to settle the dispute. The total credit will be in the amount of $593.90. Grande offered to waive all installation fees should the customer wish to restart service. He would just need to pay
the first month's bill with the technician at the time of install. The customer was in agreement and was satisfied with the resolution
A Grande Field Operations Supervisor visited the customer's home on 8/30/and completed the order. A Grande representative tried to reach out to the customer today to confirm his satisfaction. A message was left requesting the customer to contact us should he still need further
assistance. We apologize for the inconvenience the customer experienced
There were multiple charge backs and returned payments due to insufficient funds. The account was suspended on 8/4/for past due charges because of these returned payments. The customer spoke to a supervisor on 8/5/and a special payment arrangement was made for the customer to pay
$(the past due charges on the account) in cash that same day to restore service. However, no payment was received that day.The account was disconnected and closed on 8/8/for past due charges. The customer was at the local office on 8/13/to pay the $290.16. However, as the account was closed, the customer was advised the total final balance of $had to be paid.The account was charged a $NSF fee because the autopay was not added. A credit of $was applied to the account to offset that fee.The remaining balance on the account is now $312.76. The customer will need to pay the balance of $plus the first month charges, plus a deposit and reconnection fee before service can be re-established
The Customer has been reporting issues since April...According to the work order history, trouble ticket appointments were scheduled, but were cancelled due to the Customer not being home or available when the technician arrived. While there, the technicians
checked and verified that service was working from the outside. The last trouble ticket appoinment was scheduled for 11/2/15 and again it was cancelled due to customer not being home. We have not been able to verify OR resolve these reported issues because we could not gain access. Since this is a long time customer, Grande can offer a $credit as a courtesy until we can actually make arrangement with the Customer to be home for the Field Op to address these issues. Then we will revisit to review and provide further assistance as needed on the billing side
The equipment and wire were removed on 11/11/14. The customer confirmed that she was satisfied with the results
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,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
Uriah Sanchez called to cancel membership on 1/9/and was still charged on 1/13/I wasn't pose to be charged again.I got half of the charge from 1/13/backNot for the month beforeEven on the phone nobody told me I was going to get charged again after from calling to cancel my membership
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,
*** ***
The customer's equipment was returned, and the account was not charged. The last payment received on the account was $on 6/26/16 which covered services from 6/15/to 7/14/16. The services were disconnected on 7/25/leaving a valid account balance of
$for services rendered from 7/15/to the disconnection date of 7/25/
Grande previously advised the customer that a check was already processed, but it was not accurate. Grande advised the customer yesterday that he will receive a refund check in the amount of $in about two weeks or less. We apologize for this delay
Grande was out on 4/18/and fixed the wifi issue. Grande had left numerous messages requesting a call to discuss the customer's concerns, however, Grande was not successful in reaching the customer to confirm satisfaction. Grande has addressed the customer
service situation and will endeavor to improve the customer/customer service interactions. We apologize for the inconvenience the customer experienced due to this circumstance and hope there are no further issues at this time
The Agent's extension given is a working extension. The customer has to reach a Customer Service Representative and be transferred to the provided extension. In the event the Agent is not available, the Customer Service Representative will take a message and relay it to the Agent or leave notations on the account.The refund check was issued on 2/7/18, and we are showing that the check was cashed on 3/1/
Grande spoke with the customer on 8/12/after everything mentioned, and the billing history was broken down and fully explainedWe apologize for any misunderstanding or misinformation on our part, but the fact still remains that a payment was missedThe customer promised to pay on 7/12/and she did not pay as promisedThis past due amount was carried over to the next monthBecause they were set up for automatic payment, both of these payments were debited at the same time on 8/10/as that was the amount owed on the accountWe did not misapply any amount to their bill nor was there any error pertaining to their automatic paymentTherefore, we do not owe any refunds at this time as we deducted what was owed and due at the timeThis break down was communicated and explained to the customer on 8/12/We have already applied a $courtesy creditWe will increase this amount by adding another $credit for the misunderstanding
Grande spoke to the customer on 1/19/15 to advise that the recordings made when he set up his service as well as when he changed his package indicate that neither representative told him the package would come with five receivers. To settle the dispute, Grande will set up an order to
bring out additional TiVos for $each and would waive the installation fee of $if the customer is in agreement. The customer also disputed that the techncians did not set up the cable in his upstairs bedroom stating they would have to run new cables. If new cables need to be run, then additional fees would be charged. The customer stated he would make a decision and will call back
Complaint: ***
I am rejecting this response because:THE POINT IS THE SUPERVISOR WITHHELD INFORMATION AND WHEN I WENT TO MAKE A PAYMENT IT WAS SOMETHING DIFFEREMT FROM WHAT THE SUPERVISOR SAIDPLEASE COPY THE TRANSCRIPT BECAUSE I HAVE RECORDED CALL.Regards,
*** ***
Complaint: ***
I am rejecting the response because:The discounted rate that was offered as a resolution was for more cable & wifi inclusions at an even higher rate than what we currently pay (almost $more than what we pay now)The primary reason for filing the complaint was the increasing costs each monthSo, the solution offered is not a solution if it means paying even more money on a monthly basisOur family decided to terminate Grande's services due to the following:1.Nature of our two complaints,2.Business practicesFailure to properly notify customers of ongoing bill increasesFailure to provide valid reasons for increased chargesDishonesty by the customer service call center regarding unavailability of managers while fully aware that managers are available
Regards,
*** ***
A free modem rental fee promotion and a credit for the current balance of $have been applied to the customer's account. The customer will be paying $plus applicable sales taxes for the remainder of the promotion period for 2018. We apologize for the
inconvenience the customer experienced due to this matter
Grande apologizes for the inconvenience. Grande had spoken to the customer regarding this issue and advised the account has now been deleted and the balance zeroed out
The customer was informed the disconnection was set up for 1/15/15, but if the equipment was returned before 1/15/15, the billing would stop on the date the equipment was returned. However, the equipment was not returned until 1/15/15, and the billing was stopped as of 1/14/15. The charges were prorated to 1/14/No further credit is due