Granite Telecommunications, Inc.

Good Afternoon,Thank you for your response.  Granite has responded directly to you via email, please refer to that email correspondence.Best 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]

Mr. [redacted]: We apologize that our prior response was not sufficient and appreciate the additional details. As indicated previously, our written records show that we were authorized by someone that we believe was authorized to order such services.  We accurately billed for the products and services rendered and have been paid by your company.  It was never our intention to furnish services other than what your company needed and we had no way of knowing that the person we were dealing with may have ordered more than you now believe was necessary.  We do not operate that way. We have already offered to discontinue any unnecessary services.  Since none of this was raised for many months after we provided the underlying services, we cannot seek refunds from our underlying service providers for most of the time period at issue.  We’d be happy to discuss a credit or refund on a portion of the services.   We hope as part of arrangement to continue with the services that you do still need on Granite’s platform.    Please contact me at [redacted].   [redacted]Director of Premier Accounts

Good Afternoon,My apologies for the issues you have been experiencing. I reviewed the notes in your account and these charges should have been absorbed. I have issued a credit in the full amount $677.50. The other dispatch had been absorbed already and did not bill out ($847.50).We thank you...

for your patience.Best Regards, [redacted]

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]

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]

Good Morning,We are sorry that you experienced less than stellar service from Granite.  We strive to provide our customers with efficiencies so having a complaint like this is unacceptable.  This is not typical and we have examined our internal processes and have improved our procedures...

going forward.  We truly appreciate your business and have resolved the matter by issuing a credit and closed out the collection agency portion.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]

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]

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].  
As I stated previously, Granite has defaulted on our contract by charging me higher prices than I was quoted and by providing inadequate service. As a result, I believe I have the right to terminate the contract without paying any early termination fees whatsoever.
Regards,
[redacted]

Good Afternoon Mr [redacted], Thank you for taking my call today. As discussed, it appears that Granite did convert this location over in error. We are in the process of winning the lines back over to [redacted] Link retail.  I will follow up with you within the next 30 days to make sure the...

transition has taken place as requested.My apologies for the inconvenience.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 including:Adding your account to the do not call list in our CRM on 9/9/16, the account is...

clearly marked. We also took a further step and removed all contacts for your company including your information. Best 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].  
Thanks for overcharging us [redacted]. You run a real stand-up business. We have cancelled all of our lines. Go find someone new to rip off. Hopefully you hear from the Pennsylvania Utility Commission soon. 
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 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,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 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] assuming they do not start calling again. No calls since Monday 1/9/17.
Regards,
[redacted]

Good Afternoon,Thank you for reaching out.  We have reviewed your dispute and have determined the following:- The initial dispute is based on items that have since been clarified (regulatory charges, shipping charges, service order fees etc) and have been deemed valid.- Early...

termination fees have also been deemed valid and they were disclosed at the time of the disconnect requests.- We will issue late fee credits based on the challenges stated below. I will reach out to you directly with the credit amounts.Regards,[redacted]

Good Afternoon,Thank you for reaching out and we apologize for the frustration you are experiencing. While we feel the $199 survey charge is valid, in the interest of putting this behind us, I will go ahead and issue a credit for the full amount today. It will appear on the 5.1 invoice.Thank you for...

your patience.[redacted]Granite Telecommunications