Complaint: ***
I am rejecting this response because:I spoke to the young man and told him that the entire amount needed to be credited not just a portion I asked to speak to his supervisor and he said he did not have oneWhen he said I could not speak to the president of the company I asked that he email me the contact information of the president, doubled checked that he had my correct email and he said he would I have received no email from him but he did find the time to write to the Revdex.com! This is consistent with their past performance They had last told me that the entire amount would be credited and they would get back to me the same day.This was ***.*** @ grande.com Guess what, I never heard from *** and the next contact was received on January 31,from a collection agency.When my year old mother was moved from her home to assisted living is when this saga began Grande does not serve her new home area My husband and I are senior citizens just trying to care for my aged mother Again, all I ask is for a full release from the amount they have billed I pay my mother's bills and if you will check, you will see that everything is always paid in a timely manner She has an excellent credit record and so do I I need the Grande company to step up and do the right thing: Credit the entire account
Regards,
*** ***
We have no record of the customer ever having phone service with Grande. The customer currently has a double play bundle for $plus taxes, surcharges and fees for a total bill of $140.22. The double play bundle provides basic cable, expanded cable, home networking
service, internet mbps, Movieplex, SecureIT Antivirus and TiVo Quad Whole Home services. The customer had been on this plan since November 2017. The basic/expanded cable includes standard sports channels such as, ESPN and 2, FS1, Golf and FSS. The 1/5/18 monthly charges were higher at $154.58 as that bill also included late fees of $and $5.50 charged for a past due balance. Grande sent an email on 1/30/offering to assist regarding the disputes as Grande was unsuccessful in reaching the customer via phone. To date, there has been no response from the customer
Grande contacted the customer to inform him that the issue was still being researched. Grande is actively engaging its TiVo manufacturer and internal sources to resolve the issue. Grande apologizes for the inconvenience that the customer is experiencing as it works towards a
resolution
Complaint: ***
I am rejecting this response because:I spoke with Grande last week before they sent this and they had scheduled to change my service to a lower one.It was not the lowest available nor the one that I requestedInstead of the $59.00/mo they had switched me to a $90.00/mo package.I once again verbally requested the $59.00/mo package and credit back to December for service
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find as long as all remarks are removed from my credit report since they should not have been put on I am satisfied
Regards,
*** ***
Due to an administrative error, the credit card account information initially entered was keyed in incorrectly for the auto draft causing the payment problems. Grande has spoken to the customer regarding his concern. Grande has taken the payment and
restored the services without reactivation fees and install fees. The deposit has been waived and the account placed on auto pay. The customer is now satisfied after the restart of services without delay as the modem and cable boxes were still online. We apologize for the inconvenience the customer experienced due to this situation
Messages were left at the customer's phone requesting a call, however, the customer later called and asked that we stop calling him. An email was sent to inform the customer the refund will be mailed out on 2/9/18.
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]
The customer was billed on 3/18/16 in the amount of $142.97 for cable and internet service for the period covering 3/25/16 to 4/24/16. The due date for this billing was on 4/11/16. The customer paid $143.00 on 4/15/16 to cover this bill. On...
4/18/16, the customer was billed again for the service period covering 4/25/16 to 5/24/16 in the amount of $143.17. 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 $22.18. So instead of owing $143.17 for this statement dated 4/18/16, she now owes $22.18 for internet service only. The due date on this is 5/12/16. The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/16 would cover service period 4/24/16 to 5/25/16. It was explained that her last payment covered the service period of 3/24/16 to 4/25/16. Instead of owing the entire balance of $143.17 for the bill that was last mailed to her, she only owes $22.18 due 5/12/16. Grande does not owe the customer the amount claimed.
A Grande representative spoke to Mrs. on 8/26/16 and offered to credit half of the past due amount, and the customer would be responsible for the other half. However, she declined the offer and disconnected the call.
Complaint: [redacted]
I am rejecting this response because:Every time Grande Communications called and left a message, they included an extension at which I should call them back. I called back each time but the extension did not work. I called multiple departments asking to be transferred to that extension and was refused. Ultimately customer service informed me the extension I was given was a "false extension." Grande claims they will send a check, but they have not yet sent it. They claim they have tried to reach me, but they leave a "false extension" for a call back. They continually try to blame me for their own error, which is still not resolved. My account still does not reflect the correction -- it shows a zero balance, not a credit.
Regards,
[redacted]
Grande advised the customer that as he disconnected within 30 days of installation, he will receive a full refund. The customer was satisfied with the resolution.
Grande explained the process and policies for disconnecting the customer's ex-wife's account. The customer will return the equipment associated with his ex-wife's account. Once that is completed, that account will be disconnected, and a new account will be created in the customer's name. ...
The customer did not wish to troubleshoot the problems during phone conversations. Several service appointments were scheduled, but were cancelled by the customer except for a service call completed on 4/27/16. Grande does not show an ongoing node problem in this area. It may have...
been a presumption made by a service technician that visited the customer’s location on 4/27/16 who had found no issues at the premises. Grande spoke briefly to the customer on 5/5/16 to explain the situation. The customer did not wish to schedule a technician visit to try to identify the service issue. The customer requested us to call back the following day. Several attempts were made on 5/6/16 and 5/7/16 and 5/9/16, however, we were not able to reach the customer. A total goodwill credit of $80.00 for service issues had been applied. Multiple late payment and suspend fees were also credited to the customer’s account for her frustrations for a total credit of $111.00. At this time, the customer’s equipment shows pristine levels and no signs of a service issue.
Grande visited Customer's residence on multiple occasions to address the problems, but the customer failed to meet our Technicians at most of these appointments. Following 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 work. 7/6/17: 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 tap. We advise the customer we could not troubleshoot due to no signal at the time. 8/9/17: We set up a Special Request to come raise the line that was dropped. When the Technician arrived, the customer cancelled with him saying there was nothing for Technician to do that day. 8/25/17: Our Technician was able to replace the tap that was damaged. 9/13/17: 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 history. The customer stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable service. A total of $231.09 will be refunded to the account for these intermittent issues for the month of July, August, and part of September.
The customer's billing went up because the special rate on her account expired. Grande was able to reach the customer today and explained the breakdown of the bills and surcharges to her. The customer was not being billed twice for the sports channels, and there are no unknown fees on...
her account. The customer now understands what the charges are for.
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.
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 2/11/15 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.
Grande explained the disputed charges to the customer and applied a goodwill credit of $17.78 to remove the outstanding final charges. The customer was satisfied with the resolution.
Complaint: ***
I am rejecting this response because:I spoke to the young man and told him that the entire amount needed to be credited not just a portion I asked to speak to his supervisor and he said he did not have oneWhen he said I could not speak to the president of the company I asked that he email me the contact information of the president, doubled checked that he had my correct email and he said he would I have received no email from him but he did find the time to write to the Revdex.com! This is consistent with their past performance They had last told me that the entire amount would be credited and they would get back to me the same day.This was ***.*** @ grande.com Guess what, I never heard from *** and the next contact was received on January 31,from a collection agency.When my year old mother was moved from her home to assisted living is when this saga began Grande does not serve her new home area My husband and I are senior citizens just trying to care for my aged mother Again, all I ask is for a full release from the amount they have billed I pay my mother's bills and if you will check, you will see that everything is always paid in a timely manner She has an excellent credit record and so do I I need the Grande company to step up and do the right thing: Credit the entire account
Regards,
*** ***
We have no record of the customer ever having phone service with Grande. The customer currently has a double play bundle for $plus taxes, surcharges and fees for a total bill of $140.22. The double play bundle provides basic cable, expanded cable, home networking
service, internet mbps, Movieplex, SecureIT Antivirus and TiVo Quad Whole Home services. The customer had been on this plan since November 2017. The basic/expanded cable includes standard sports channels such as, ESPN and 2, FS1, Golf and FSS. The 1/5/18 monthly charges were higher at $154.58 as that bill also included late fees of $and $5.50 charged for a past due balance. Grande sent an email on 1/30/offering to assist regarding the disputes as Grande was unsuccessful in reaching the customer via phone. To date, there has been no response from the customer
Grande contacted the customer to inform him that the issue was still being researched. Grande is actively engaging its TiVo manufacturer and internal sources to resolve the issue. Grande apologizes for the inconvenience that the customer is experiencing as it works towards a
resolution
Complaint: ***
I am rejecting this response because:I spoke with Grande last week before they sent this and they had scheduled to change my service to a lower one.It was not the lowest available nor the one that I requestedInstead of the $59.00/mo they had switched me to a $90.00/mo package.I once again verbally requested the $59.00/mo package and credit back to December for service
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find as long as all remarks are removed from my credit report since they should not have been put on I am satisfied
Regards,
*** ***
Due to an administrative error, the credit card account information initially entered was keyed in incorrectly for the auto draft causing the payment problems. Grande has spoken to the customer regarding his concern. Grande has taken the payment and
restored the services without reactivation fees and install fees. The deposit has been waived and the account placed on auto pay. The customer is now satisfied after the restart of services without delay as the modem and cable boxes were still online. We apologize for the inconvenience the customer experienced due to this situation
Messages were left at the customer's phone requesting a call, however, the customer later called and asked that we stop calling him. An email was sent to inform the customer the refund will be mailed out on 2/9/18.
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]
The customer was billed on 3/18/16 in the amount of $142.97 for cable and internet service for the period covering 3/25/16 to 4/24/16. The due date for this billing was on 4/11/16. The customer paid $143.00 on 4/15/16 to cover this bill. On...
4/18/16, the customer was billed again for the service period covering 4/25/16 to 5/24/16 in the amount of $143.17. 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 $22.18. So instead of owing $143.17 for this statement dated 4/18/16, she now owes $22.18 for internet service only. The due date on this is 5/12/16. The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/16 would cover service period 4/24/16 to 5/25/16. It was explained that her last payment covered the service period of 3/24/16 to 4/25/16. Instead of owing the entire balance of $143.17 for the bill that was last mailed to her, she only owes $22.18 due 5/12/16. Grande does not owe the customer the amount claimed.
A Grande representative spoke to Mrs. on 8/26/16 and offered to credit half of the past due amount, and the customer would be responsible for the other half. However, she declined the offer and disconnected the call.
Complaint: [redacted]
I am rejecting this response because:Every time Grande Communications called and left a message, they included an extension at which I should call them back. I called back each time but the extension did not work. I called multiple departments asking to be transferred to that extension and was refused. Ultimately customer service informed me the extension I was given was a "false extension." Grande claims they will send a check, but they have not yet sent it. They claim they have tried to reach me, but they leave a "false extension" for a call back. They continually try to blame me for their own error, which is still not resolved. My account still does not reflect the correction -- it shows a zero balance, not a credit.
Regards,
[redacted]
Grande advised the customer that as he disconnected within 30 days of installation, he will receive a full refund. The customer was satisfied with the resolution.
Grande explained the process and policies for disconnecting the customer's ex-wife's account. The customer will return the equipment associated with his ex-wife's account. Once that is completed, that account will be disconnected, and a new account will be created in the customer's name. ...
The customer was satisfied with this resolution.
The customer did not wish to troubleshoot the problems during phone conversations. Several service appointments were scheduled, but were cancelled by the customer except for a service call completed on 4/27/16. Grande does not show an ongoing node problem in this area. It may have...
been a presumption made by a service technician that visited the customer’s location on 4/27/16 who had found no issues at the premises. Grande spoke briefly to the customer on 5/5/16 to explain the situation. The customer did not wish to schedule a technician visit to try to identify the service issue. The customer requested us to call back the following day. Several attempts were made on 5/6/16 and 5/7/16 and 5/9/16, however, we were not able to reach the customer. A total goodwill credit of $80.00 for service issues had been applied. Multiple late payment and suspend fees were also credited to the customer’s account for her frustrations for a total credit of $111.00. At this time, the customer’s equipment shows pristine levels and no signs of a service issue.
Grande visited Customer's residence on multiple occasions to address the problems, but the customer failed to meet our Technicians at most of these appointments. Following 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 work. 7/6/17: 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 tap. We advise the customer we could not troubleshoot due to no signal at the time. 8/9/17: We set up a Special Request to come raise the line that was dropped. When the Technician arrived, the customer cancelled with him saying there was nothing for Technician to do that day. 8/25/17: Our Technician was able to replace the tap that was damaged. 9/13/17: 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 history. The customer stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable service. A total of $231.09 will be refunded to the account for these intermittent issues for the month of July, August, and part of September.
The customer's billing went up because the special rate on her account expired. Grande was able to reach the customer today and explained the breakdown of the bills and surcharges to her. The customer was not being billed twice for the sports channels, and there are no unknown fees on...
her account. The customer now understands what the charges are for.
Grande met with the customer and made all the repairs identified. Grande confirmed with the customer that he was satisfied with the results.
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.
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 2/11/15 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.
Grande explained the disputed charges to the customer and applied a goodwill credit of $17.78 to remove the outstanding final charges. The customer was satisfied with the resolution.