Granite Communications, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish,
you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Good Afternoon,Thank you again for reaching out.  If you can provide the documentation that was sent to Granite on 11/21 that was to inform us of the closing/transfer I would be happy to review so we can settle this matter, I looked back in our files and was unable to locate. Regards,[redacted]

Good Afternoon,My apologies that this issue has returned.  I have reached out to our CRM administrators and took the following actions:The account has been marked the following:Do Not CallDo Not EmailUnqualified We also revoked ownership of the prospect record from the owner. This should not happen again, thank you for your patience. Regards, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I cannot justify paying even a dollar for a service we never had. Yes, I agree we signed a one year contract with Granite Telecommunications just like we would sign contracts with an utility company when we open a business or move to a home. But we also expect to have service within a reasonable amount of time, perhaps a week at the most. After being there for 3 months and making multiple calls when we still don't have service,in my opinion they did not value our business or the contract themselves. Therefore, when we terminated our lease with Dolphin Mall due to all the challenges we faced, one of the main ones being lack of internet to process credit card payments, we did not think there was anything else to cancel since Granite did not provide us any service while we were there.Please remove all charges and send us a revised statement with a zero balance so we can put this behind us immediately.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
My account number is [redacted].  I was informed that this account has been turned over to the collection agency.
Regards,
[redacted]

Good Morning,After researching this issue, it has been determined that the charges in question are valid. Per the tarriffs, the end user must pay for equipment related issues and in this case the reason for the usage charges stem from faulty fax equipment. We suggest that this be disputed with your hardware vendor.[redacted]
[redacted]

Good Afternoon,Thank you for reaching out and my apologies for the issues you are experiencing. We reviewed the account and processed a credit in the amount of $73.42 which covers all outstanding charges.Best Regards,[redacted]Granite Telecommunications

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Granite rectified the outrageous overcharging for the early termination fees that was unjust to begin with.  [redacted] was very professional in the way she handled this complaint.  Granite needs more people like [redacted] on their staff.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].   I appreciate the credits however this is not nearly enough. Despite the late fee you are crediting for only the recent 2 months, you're crediting a total of $748.48. Again, I was told my monthly charge for the service is $304.83. Service has only been active since February 2016 for Arcadia location and mid-May 2016 for the [redacted] location. And I'm willing to pay the $700 inside wiring fee that was charged for installing the Arcadia lines. Everything else should be credited and the amount should be more than $2K. I cannot understand most of the telecommunications jargon that's listed in the pages and pages of the bill, but I will just go by how much I know I am supposed to be responsible for the services provided. I hope Granite can really straighten this out as soon as possible and the erroneous charges are accumulating each and every month which makes this all so much more difficult to keep track. The latest bill I got dated Oct  2016 is still wrong!!  
Regards,
[redacted]

Good Morning,We have thoroughly reviewed your claim and it has been determined that...

these additional credits are due to you: Rowland Heights, CA location:$648.49 – additional credit for the temporary POTS lines from Dec-May$99.99 – modem fee [redacted]:$124 – 9/1 and 10/1 late fees We have already processed several credits prior to these additional credits, so we feel after these credits that will be applied to the next invoice will complete the audit of your account.  Your account management team can provide a breakdown of the previous credits processed if you would like to review in detail. Thank you very much for your patience while we reviewed your claim and we appreciate your business. Regards,[redacted]

I have told Granite Telecommunications multiple times that I do not want their service and to stop contacting me. I opened a Revdex.com complaint [redacted] on 8/10/2016 regarding this and they finally stopped calling. Now starting in December 2016 they are back to calling me every couple of days. This is harassment not sales!I will never use Granite Telecommunications and I never want them to call me again.

Good Morning,Thank you for reaching out.  We researched this disparate and here are our findings:- Client ordered service and it was completed as requested and completion notifications and pictures were provided.- The client went on vacation and was not on site when the order...

completed.- The completion information was provided to the client.- We do not have a cancellation request on file.- After Granite completed the installation the customer's GC demolished Granite's connection and as a result the client will require new wiring at the location at their acceptance and expense in order to re-establish the services that are active on our network.With all of that being said, we feel a credit is not due at this time. We would be happy to work with the client to re-establish service.Sincerely,[redacted]Granite Telecommunications

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
We responded to Granite.  Their claim that 2014 was the only/last request we made is wholly inaccurate and untrue.  I have attached our email response and can provide email evidence of such (multiple) requests. Thank you for your call yesterday.  Sorry we were disconnected.   Unfortunately, 2014 was not the last time we asked Granite to be put on your DNC list and that Granite chose to ignore our request.  Attached are a few emails demonstrating such.   Could you please forward us a list of all of Granite’s outbound numbers so we can add them to our blocked callers list.
Regards,
[redacted]

Good afternoon, I apologize for this matter taking as long as it did.  We typically like to work with our customers to understand and address any issues, quickly.  We feel that this issue fell through the cracks and are working internally to address issues in a timely manner going...

forward.  In this case we provided the requested documentation and decided to absorb the remaining charges.  We don’t  typically absorb actual usage/charges, but in this case we feel it is best to do so.  Granite will absorb the $281.77 in question and close the account.  We have relayed that to the agency as well.  We appreciate your business. Regards,[redacted]

Good Morning,My apologies for the inconvenience this may have caused you. Here are the steps we have taken to resolve this matter:        - We added your account to the do not call list in our CRM. The account is clearly marked.      -...

We took a further step and removed all contacts for your company including your information.   We do not see any logged call activity since this issue was reported but if you have the name of the sales person calling you kindly forward it to me ([redacted]). Best Regards,[redacted]

Good Afternoon,My apologies for the issues you are experiencing. I have reached out to the appropriate parties within the organization to take the necessary actions to ensure you are no longer contacted.Regards,[redacted]

Granite was authorized to convert the [redacted] location by the customer's management company [redacted]. The contact who authoized the move is [redacted] and she can be reached at [redacted] or [redacted].

Good Afternoon,Thank you for reaching out. This issue has been thoroughly reviewed and at this time we do not feel any additional credits are due. Here is a detailed breakdown of all products and timelines, additional supporting documentation is also available.  Breakdown is documented...

below.Best Regards,Granite Telecommunications·         Overall order initiation started 1/4/17o   Order was sent from Granite sales to Granite Tenant Deploymento   Tenant Deployment Coordinator contacted customer with an introduction email detailing install information and potential wiring charges and began normal service ordering process·         Customer was quoted $518 for installation charges o   Granite has billed $518 for installation charges ($199 Internet, $199 Hosted Voice, $120 POTS)·         Customer handed control of the installation to her GCo   “I have CC'd my contractor [redacted]. He should be point of contact for this. He will be better able to assist with timeline and finish requirements.”·         Interneto   GC requested we have the data service completed by 1/13/2017§  Request came in as “next Friday” on 1/5/2017o   Granite completed data install on 1/17/17 – the earliest completion date available§  Customer was unable to continue with install due to their suite not having permanent power§  Billing for monthly services begins when Granite completes our service installation – this included data only as previously referenced from 1/17/17 until 4/6/17 when the customer advised their power was finally ready·         Hosted Voiceo   Equipment was sent out in January to support the voice installation that would occur after the data installo   Customer confirmed receipt of equipment on 1/18o   Granite did not start billing for the voice equipment and service until 4/6·         POTSo   Local carrier advised the line completed to the mall demark on 1/10/17o   Wiring tech was sent out to extend the line from the mall demark to the customer’s suite on 1/10/17 – ticket [redacted]§  Tech determined that the local carrier installed the line at the wrong demarko   Granite requested the local carrier to move the line to the proper location closer to the customer’s suiteo   Local carrier advised the line move completed on 1/12 and billed an additional $120 for the requesto   Wiring tech was sent out to extend the line form the new mall demark to the customer’s suite on 1/17/17 – ticket [redacted]§  Wiring was completed - 3.5 hours x 2 techs, Materials: 200 feet cat5 cabling x 2 cables, 1 66 block, 1 face plate, SOW: extended and tested POTs line [redacted]o   Ticket [redacted] billed at $161.50o   Ticket [redacted] billed at $1561.20o   Granite credited charges for the wiring dispatch for that determined the POTS line was installed wrong, the LEC charge of $120 to move the POTS line and the late charge associated§  Total credits came to $532.44

Good Afternoon,We’re sorry for any inconvenience.  Granite has built a successful company by creating efficiency and savings for voice and data products and services for over 5000 businesses in the U.S., and it was not our intention to harass or annoy you or your company.  Our records show...

that a franchise or affiliate of [redacted]’s had asked not to be contacted any further in 2014.  However, due to limitations in our sales support software at that time, that restriction was not applied to other [redacted] accounts or to a venture capital company that has invested in [redacted]’s and other companies that have done and continue to do business with Granite.  Sometime thereafter, a new sales representative joined our company and, without knowledge of the prior do not  call request, began calling again.  After receiving your complaint, Granite has spoken with the representatives who had placed recent calls and applied the do not call listing to other affiliated companies.  Granite’s in-house legal team has reached out to [redacted]’s to explain what happened and provided names and contact information of senior employees who can immediately stop any further calls or emails, including [redacted], Director of Premier Accounts ([redacted]).  Thanks for your patience.[redacted]