H & H Home Improvements

Initial Business Response / [redacted] (1000, 16, 2015/09/10) */ Stouffer Communications genuinely desires to provide the best customer experience possibleEvery effort is made to install only those wireless service connections that will meet that expectationThe service was installed during the winter when there were no leaves on the trees and the customer was informed at that time that when the trees leafed out they could be an issue and he agreed to installDuring a storm the radio was damaged by lightning and was replaced After a very wet spring season the trees did in fact grow and partially block the shotOur field service trimmed the trees and the shot improved beautifully and tested wellSeveral attempts were made by Stouffers to communicate with the customer concerning the customer's account but we were unable to obtain a communication backA disconnect was scheduled when the customer contacted Stouffers and made arrangements to keep the service After some months of unpaid service, the customer contacted Stouffers about slow speeds at which time the radio was tested and found to be performing properlyThe customer requested a disconnect at that time and was informed of the early termination clause on his contractIn an effort to maintain good customer satisfaction, Stouffers has agreed to waive the early termination fee and credit the account for all unpaid months of service Initial Consumer Rebuttal / [redacted] (2000, 18, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this because this is what they told me they would do in the first placeThank you Stouffer for doing what you said you would do

Initial Business Response /* (1000, 13, 2016/02/29) */
Stouffer Communications received complaint from customer and responded on Dec 22, 2015 to investigate. Customer lives in a heavily wooded area and upon our arrival discovered tree growth from neighboring properties partially blocking the radio...

transmission. we also discovered interference from a competitor's gear broadcasting on the same frequency and causing interference that was affecting the customer's service connection with Stouffers. The only solution was to change out the customer's gear with A new type of gear that had recently become available. A large order for this new gear had been placed two months prior and had not arrived yet. Stouffers was still waiting on the shipment to arrive from over seas before the radio could be changed out.
As soon as it arrived, Stouffers hung new gear on the tower supplying this customer and at the customer's house. A full credit for the months of December and January was applied to the customer's account on 01-28-2016. Stouffers followed up with the customer on X-XX-XXXX to confirm service had been improved and was told by customer's wife that it had improved. Stouffer Communications' primary goal is customer satisfaction and we recognize there may be times when circumstances are out of our control and every effort is made to compensate for those situations. Based on the current terrain and heavy woods between the customer and tower that may affect the service moving forward, if this customer is not satisfied with their service, Stouffer Communications will not hold the customer responsible for any early termination fees should the customer decide to discontinue their service, as further options are not available at this time.

Initial Business Response /* (1000, 16, 2015/09/10) */
Stouffer Communications genuinely desires to provide the best customer experience possible. Every effort is made to install only those wireless service connections that will meet that expectation. The service was installed during the winter...

when there were no leaves on the trees and the customer was informed at that time that when the trees leafed out they could be an issue and he agreed to install. During a storm the radio was damaged by lightning and was replaced.
After a very wet spring season the trees did in fact grow and partially block the shot. Our field service trimmed the trees and the shot improved beautifully and tested well. Several attempts were made by Stouffers to communicate with the customer concerning the customer's account but we were unable to obtain a communication back. A disconnect was scheduled when the customer contacted Stouffers and made arrangements to keep the service.
After some months of unpaid service, the customer contacted Stouffers about slow speeds at which time the radio was tested and found to be performing properly. The customer requested a disconnect at that time and was informed of the early termination clause on his contract. In an effort to maintain good customer satisfaction, Stouffers has agreed to waive the early termination fee and credit the account for all unpaid months of service.
Initial Consumer Rebuttal /* (2000, 18, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this because this is what they told me they would do in the first place. Thank you Stouffer for doing what you said you would do.