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.
They ended up calling back and I spoke to Tyson in the office of the president and they approved a full month of credit for service due to the inconvenience and misinformation. I am happy with this result.
Regards,
[redacted]
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.
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.
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]
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 $83.39. 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 [redacted] 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. [redacted] 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 again. I asked both gentleman to put this in writing, and they both said they would. [redacted] said specifically he would email me from his corporate email account when we hung up to confirm this understanding in writing. I 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 modem. Otherwise I was going to cancel the installation. That the original agreement would now be upheld (my never having to pay for this modem) is what I understood to be what [redacted] said today would be the resolution. In addition to that, [redacted] also offered to waive this month's fee given all of the hassle I have already been through. If he meant part of the bill, I would like to understand which part he meant, because that is not what he stated. It 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 service. If 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 into. I didn't ask them to waive this month's bill but I accepted it as a token. What 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still pending. I will contact you when I actually receive the full refunded amount.
Regards,
[redacted]
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]
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 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 400 mbps and keeping his phone service, but cancelling the...
Grande advised the customer today that credits were applied to prorate the account leaving a remaining balance of $43.81 for services that were rendered prior to disconnection. We apologize for the inconvenience the customer experienced due to this circumstance.
On March 16, 2015, the customer had a service call to resolve intermittent connectivity issues. We swapped out his modem for a new modem and added a splitter which resolved the intermittent issues when the tech was at the customer’s residence. After the modem was swapped, the...
customer stated that he is no longer able to make outbound calls with his VOIP phone service which is through another company. We informed the customer that his connection levels were within specification and his modem was online and able to browse the internet. We suggested that the customer contact his VOIP phone provider to troubleshoot his outgoing call issue. The customer was persistent that Grande sent a service technician to his residence and troubleshoot the issue. We did send a technician out on March 31st to troubleshoot some signal issues. The Technician did not touch the VOIP phone since we do not support products from another provider.We spoke to the customer on April 6, 2015 who stated the outbound call issue was resolved through a support call with the VOIP phone provider. Grande has offered to waive the $20 technician trip charge and provide an additional $35 credit which is equivalent to 1-month of service for the time the customer spent without phone service and time between the issue starting and the resolution. The customer accepted this as a resolution for this complaint.
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 satisfactory to
Regards,
[redacted]
A refund of $47.24 was processed on 2/16/18 to the customer's credit card. A final statement dated 2/7/18 was mailed to reflect the amount refunded in the form of a $47.24 credit.
On February 4, 2014, we were informed by the customer that their internet slowed down as they were streaming videos. The customer is using their own router and using our WiFi Analyzer, we showed the customer that there are many other wireless networks in his apartment complex that can potentially interfere with his own personal network. Since the customer has our 15 Mbps package, we upgraded the customer to 50 Mbps for free for the next year and also added WiFi to his account at no additional cost. The customer was told to notify us if there have been any problems with the new speeds and service by Monday, February 9, 2015 and we have not heard back to which we assume that he is satisfied with the resolution. Through all of our tests on the customer’s modem, we haven’t found any signal loss and when the computer is connected directly to the modem, the customer receives the speeds that the modem is provisioned for. The main issue was the personal wifi network that the customer had setup in addition to not having the appropriate speed package for what the customer was using the internet for. We believe that this issue is now resolved.
Complaint: [redacted]
I am rejecting this response because:I was promised a rate by a supervisor in February however the company did not uphold their end of the deal. The worker did not explain anything to me because he was too busy being rude and argumentative. He could not tell me what are the fees were for. He had multiple excuses. I am an unhappy customer and shopping around for another company. I also will be contacting the FCC.
Regards,
[redacted]
The customer called and left a message on 11/10/17, and Grande has made 3 attempts since that message and was unsuccessful in reaching her. The account had been corrected and updated. The customer needs to contact our customer care and pay her final balance to us and the collection Agency, CPA, will be notified within 30 days after that of the payment. The customer can speak with any customer care Agent who would be able to provide her with an update and further assist her.
Grande left a message on 9/28/16. Grande called again on 10/1/16 and spoke to the customer. The customer stated he decided to stay with his current carrier and did not wish to discuss any details.
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.
Complaint: [redacted]
I am rejecting this response because I am requesting the calls be pulled and listened to. I was told the company made a mistake by [redacted] and I would be getting my funds back in 2 business days.
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.
They ended up calling back and I spoke to Tyson in the office of the president and they approved a full month of credit for service due to the inconvenience and misinformation. I am happy with this result.
Regards,
[redacted]
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.
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.
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]
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 $83.39. 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 [redacted] 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. [redacted] 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 again. I asked both gentleman to put this in writing, and they both said they would. [redacted] said specifically he would email me from his corporate email account when we hung up to confirm this understanding in writing. I 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 modem. Otherwise I was going to cancel the installation. That the original agreement would now be upheld (my never having to pay for this modem) is what I understood to be what [redacted] said today would be the resolution. In addition to that, [redacted] also offered to waive this month's fee given all of the hassle I have already been through. If he meant part of the bill, I would like to understand which part he meant, because that is not what he stated. It 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 service. If 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 into. I didn't ask them to waive this month's bill but I accepted it as a token. What 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still pending. I will contact you when I actually receive the full refunded amount.
Regards,
[redacted]
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]
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 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 400 mbps and keeping his phone service, but cancelling the...
cable service.
Grande advised the customer today that credits were applied to prorate the account leaving a remaining balance of $43.81 for services that were rendered prior to disconnection. We apologize for the inconvenience the customer experienced due to this circumstance.
On March 16, 2015, the customer had a service call to resolve intermittent connectivity issues. We swapped out his modem for a new modem and added a splitter which resolved the intermittent issues when the tech was at the customer’s residence. After the modem was swapped, the...
customer stated that he is no longer able to make outbound calls with his VOIP phone service which is through another company. We informed the customer that his connection levels were within specification and his modem was online and able to browse the internet. We suggested that the customer contact his VOIP phone provider to troubleshoot his outgoing call issue. The customer was persistent that Grande sent a service technician to his residence and troubleshoot the issue. We did send a technician out on March 31st to troubleshoot some signal issues. The Technician did not touch the VOIP phone since we do not support products from another provider.We spoke to the customer on April 6, 2015 who stated the outbound call issue was resolved through a support call with the VOIP phone provider. Grande has offered to waive the $20 technician trip charge and provide an additional $35 credit which is equivalent to 1-month of service for the time the customer spent without phone service and time between the issue starting and the resolution. The customer accepted this as a resolution for this complaint.
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 satisfactory to
Regards,
[redacted]
A refund of $47.24 was processed on 2/16/18 to the customer's credit card. A final statement dated 2/7/18 was mailed to reflect the amount refunded in the form of a $47.24 credit.
On February 4, 2014, we were informed by the customer that their internet slowed down as they were streaming videos. The customer is using their own router and using our WiFi Analyzer, we showed the customer that there are many other wireless networks in his apartment complex that can potentially interfere with his own personal network. Since the customer has our 15 Mbps package, we upgraded the customer to 50 Mbps for free for the next year and also added WiFi to his account at no additional cost. The customer was told to notify us if there have been any problems with the new speeds and service by Monday, February 9, 2015 and we have not heard back to which we assume that he is satisfied with the resolution. Through all of our tests on the customer’s modem, we haven’t found any signal loss and when the computer is connected directly to the modem, the customer receives the speeds that the modem is provisioned for. The main issue was the personal wifi network that the customer had setup in addition to not having the appropriate speed package for what the customer was using the internet for. We believe that this issue is now resolved.
Complaint: [redacted]
I am rejecting this response because:I was promised a rate by a supervisor in February however the company did not uphold their end of the deal. The worker did not explain anything to me because he was too busy being rude and argumentative. He could not tell me what are the fees were for. He had multiple excuses. I am an unhappy customer and shopping around for another company. I also will be contacting the FCC.
Regards,
[redacted]
The customer called and left a message on 11/10/17, and Grande has made 3 attempts since that message and was unsuccessful in reaching her. The account had been corrected and updated. The customer needs to contact our customer care and pay her final balance to us and the collection Agency, CPA, will be notified within 30 days after that of the payment. The customer can speak with any customer care Agent who would be able to provide her with an update and further assist her.
Grande left a message on 9/28/16. Grande called again on 10/1/16 and spoke to the customer. The customer stated he decided to stay with his current carrier and did not wish to discuss any details.
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.
Complaint: [redacted]
I am rejecting this response because I am requesting the calls be pulled and listened to. I was told the company made a mistake by [redacted] and I would be getting my funds back in 2 business days.
Regards,
[redacted]