Granite Telecommunications, Inc.

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].  
Awaiting resolution and account review
Regards,
[redacted]

Good Afternoon,Thank you for reaching out and my apologies for the issue this is causing.  I reviewed the dispute and while the charge is valid based on the warranty of the device with the carrier, we are going to go ahead and credit $199.00 to your account immediately to bring this matter to a...

close. Thank you for your patience.[redacted]Granite Telecommunications

Good Morning,Thank you for your response.  We have issued all of the credits that are due to you and I will request that the manager of this group reach out to you to provide further clarification.Regards,[redacted]

Good Afternoon,I have reviewed this claim and it has been determined that order was received by the PremierGrid team on March 10, 2016 from the Granite Grid Sales team. The order was received with a filled out and signed LOA, the LOA was signed by [redacted]. In the email correspondence...

between the customer and Sales team the terms of the order were given a 3-year term.  The amounts charged to the customer have followed standard protocol for the installation fees, the prorated charges and monthly recurring charges for those services. As invoices continued to be sent out the previous month’s invoices were not paid therefore the invoice amounts increased with each passing month. Due to the 3 year commitment that was agreed upon, there would be an early termination fee assessed if the service is disconnected prior to the expiration date. Thank you for your time and I hope this explains this properly. Best Regards, [redacted]

Hello,Thank you for reaching out, I am going to look into this issue right away.  Could you please respond with a telephone number or an account number so that I can properly research?I will get back to you as soon as possible.Regards,[redacted]

Good Afternoon,Granite is canceling the contract with no penalties, we have discontinued service as requested and we are waiving the early termination fee which is approximately $4000.  We appreciate your business and your patience while we researched this matter.Regards,[redacted]

Good Afternoon,Thank you for reaching out.  We have discussed your request and we will agree to waive half of the early termination penalties as soon as they are all applied to your account (there is still one disconnect pending at this time).  We expect to have an amount to you before the end of the month and we will reach out to you directly via email.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. 
The 'account' number in question is [redacted]. As stated before, our business has never engaged any kind of service from Granite Telecommunications and would like an immediate resolution for these invoices.
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]

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 Afternoon Mr [redacted],My apologies for the trouble you are experiencing. I was able to track down the refund request and I have sent it out via overnight mail. The refund amount is $88.69, the check #1001697 and the tracking # is [redacted].Regards,[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 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]

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].   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]

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]. Response by dates listed above:11-16-15  Where is the letter with the Transfer document?  Granite was informed in Nov that [redacted] was closing the business on 11-21  Lines were to be transferred at closing We would open again in Jan 16 at which [redacted]e service would be taken over by a local provider.  NOTIFICATION for change!1-11-16 Lines transferred to [redacted] and activated.  CHANGE  occured!  Why did Granite not make the transfer at that time why with notification and completed transfer did they choose to wait over 1.5 months?  Why are there charges 11-21 to 2-29 when lines had already been ported on 1-11?  How can you claim to have active service on lines you do not have  and are with a different provider?  How can you wait 4 months then apply back charges!Why do you have customer service reps talking to customers that do not know what the charges are or why they are being billed?  Why do your customer service  team members tell clients that the they will be credited and all is taken care of not to worry  when that is not true?  Why can tickets not be located? My expectation is for the company to back up your own employees (or train them differently to not make assurances you will not follow through on).  It there were to be charge for 11-21 to 1-11 why were they not billed in the appropriate billing cycle instead of 3  months later?I cannot believe that your regular fee is over $25 per line per week on a dormant unused line awaiting transfer!!!!    a          
Regards,
[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