Hammerhead Construction LLC

Initial Business Response / [redacted] (1000, 8, 2016/04/07) */ Indiana Telephone Network (formerly KC Online) appreciates the opportunity to respond to this complaint as we take these accusations very seriouslyOur system allows documentation via a ticketing system to store all communication between our company and the customerThis includes phone calls, emails, faxes, mail and voice mails left are all attached to a ticketAll tickets were reviewed in preparation to respond to this claim and will also be used to coach our Customer Service Team on ways to improve and grow First of all we apologize for the frustration expressed in the cancellation processOur new process is an attempt to retain the Customer by offering discounted services and find out what we did wrongIf they do elect to continue and cancel it is with a positive outlook and not a negative oneWe have been very successful with this new process and retained many satisfied customers According to our records: There is no evidence of repeatedly trying to cancel servicesThe customer is correct that the cancel-my-account.com procedure does take twelve days and emails are generated dailyThis process was explained verbally and a recap of that conversation was sent via email! Some companies request days minimum notice of cancelling services! According to our records: There is no evidence of any voice mail messages left that were not answered and the customer contacted backAll messages received were assigned a ticket number and customer reached According to our records: There is evidence that customer spoke with a customer service representative when calling in We are in agreement that the "Collection Fees" and "Collection Letters" which are automatically generated by our billing software when an account is cancelled and there is a remaining balance can come across very impersonal and it appears like this insulted the customerI am truly sorry for that as that is not our intentTechnology has its advantages but customer service is not one in this case We are in agreement that this customer had an excellent payment history and was a loyal customer for many yearsI sincerely regret that after such a positive, successful relationship for all those years that it ended so negatively Following is copied documentation from tickets on customers account supporting the above T#XXXXX ITN Billing VM Box, There is a new voicemail in mailbox 7004: From: "RBILL:XXXXXXXXXXX" Length: 0:seconds Date: Thursday, February 04, at 12:06:PM Mr [redacted] left a message requesting a call back on his cell phone Thu Feb 17:32: [redacted] Called Mrxxxx and there was a bad connection - reported he could not hear me T#XXXXXX Subject:Cancellation of servicesDate:Thu, Feb 16:02:- To:xxxxx [redacted] @indianatelephonenetwork.com Mrxxxx phoned and spoke with [redacted] A recap of this conversation was emailed ~Full instructions were provided on how to cancel service ~Recommendation to begin the process asap to prevent being responsible for another billing periodDaily offers are part of the cancellation processAt the end of the process a team member will phone and verify what services you would canceled and what services may want to be retained Copy of the email: ***, So sorry to receive your call about cancellationI understand you stated that you have moved over to a bundle service of phone/internet/TV To cancel your service, please visit http://www.cancel-my-account.com You will need your account number which is XXXXX Once you visit that site and put in your information, it will send a confirmation email to youThat email will come within hours There is a link inside that confirmation email that you must click before cancellation will proceed Your DSL modem is yours, you do not need to return it I recommend you start the cancellation now as you have remaining days in the current billing cycle If you intend to keep [redacted] @kcaccess.com it will be [redacted] If you have any questions regarding this, please send an email to [redacted] @indianatelephonenetwork.com Thanks, [redacted] Indiana Telephone Network T#XXXXXX Subject: [redacted] ***: Declined all offers! Date:Tue, Feb 01:01:-(EST) To: [redacted] @cancel-my-account.com From: xxxx Automatic email notification of customer completing the CMA process Tue Feb 09:16: [redacted] Attempted to reach Mr [redacted] Left a detailed vm , Requesting to verify that he want to cancel all services - including email Tue Feb 13:08: [redacted] Reviwed previous ticketsDiscovered that: Customer already switched to Comcast, owns modem, invoiced on 2/14/2016, customer not on autopmt and amount still dueProceeded and canceled accountMoved to audit queue Linked ticket #XXXXXX which was a vm that came into the collections queue! We have met all the requested actions made by the customerAt no time was their account sent to collectionsThis is terminology only representing an amount on the account still dueA copy of invoices reflecting a zero balance have been emailed and mailed for their records Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have paid the final bill we had received in order to end the stress of the situation and are still awaiting the requested receiptThe records the company have shared are only a part of all the times we called &/or sent e-mails, we have records and documentations also, but at this time it will accomplish nothing to continue rehashing itWe do appreciate the Revdex.com helping to achieve closure in this matter

Initial Business Response / [redacted] (1000, 9, 2017/01/24) */ Contact Name and Title: [redacted] , C.C.O Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @indianatelephonenetwork.com Indiana Telephone Network (formerly known as KC Online) appreciates the opportunity to respond to Mr [redacted] claims It is with regret that after servicing their internet needs since 08/16/our relationship ends on such a negative noteOur ticketing system tracks all voice mails, emails incoming and outgoing and all communication between our customers Reference Ticket #'s which support disclosure of policy and business rules Ticket #XXXXXX XX/19/ Mr [redacted] phoned and spoke with Technician [redacted] Reporting slow internet performanceTrouble Shooting measures performedClient requested to cancel and became very frustrated 9/19/Order placed with our Carrier to cancel service Indiana Telephone Network is responsible for paying the Carrier for the service We are only a middle person 9/28/Order completed to cancel service Ticket #XXXXXX XX/04/ Mr [redacted] left a voicemail regarding paymentCSR [redacted] phoned him back and received his voice mailHe left a detailed message informing that the account invoiced on 9/18/and the payment method was automatically set upHe did not phone to cancel services until after his billing had occurredAutomatic payment attempts were made and declinedPayment finally was successful Payment history indicates that this happened regularlyClient would have received email notifications with each payment failure LATE FEE WAS CREDITED as a courtesy for this customer Ticket #XXXXXX XX/07/ Mr [redacted] left a voice mail disputing the paymentCSR [redacted] phoned Mr [redacted] and received his voice mailHe left a detailed message explaining that he would be emailing a Customer Dispute FormPlease complete this form and return to allow upper management to reviewHe was told, I represent you in this matterIf you have any questions please give me a call Dispute form was emailed to Client but not received back to Indiana Telephone Network I have reviewed all tickets and Indiana Telephone Network performed in accordance with Terms of Service which are listed under the NOTES of each invoice As long as you are not canceling a contract, there is never a charge to cancel serviceHowever, we offer no full or partial credits on services after you have been billed Beginning December 1st All low DSL and WIRELESS plans require PEACE OF MIND on accounts for non customer owned equipment Terms are subject to changeBe sure to go to [redacted] for the most up to date information regarding the policies associated with your service agreement Further investigation identifies the modem was owned by Indiana Telephone NetworkPeace of Mind was activated 05/14/This means a replacement modem was provided And should have been returned or the Client should have been charged [redacted] Based on my research Indiana Telephone Network is not going to refund payment which was made in accordance to our agreement: ~We performed in accordance with the terms of service which was visible on customers invoice each month ~We incurred a cost for the internet service through a third party Carrier until it was cancelled ~Customer retained equipment free of charge Thank you Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid KcOnline for the service, not a third party The dispute form was emailed back to [redacted] on 10-8- Final Business Response / [redacted] (4000, 14, 2017/01/31) */ We are sincerely sorry that the Client cannot understand the business agreement that we did have as it is fully stated on the invoice which I referenced earlierTerms: [redacted] We are unable to locate the Dispute Form Client claims to of returned and if they would have contacted us to verify receipt we would have been glad to inform at that time Our position has not changedWe will not be refunding any moneyWe performed and kept up our end of the agreement and the Client had exposure to these terms every month on their invoice so it is no surprise or small print but very visibleThe Client kept a modem that should have been returned since the equipment is owned by Indiana Telephone NetworkThe Billing department should have charged [redacted] This did not happen and since I do value their business for so many years we will not be billing for that equipmentThey are free to use with their new provider It was a pleasure servicing their internet needs and we want to wish them the best of luck in the future Thank you

I give Tim and the other guys at Hammerhead Construction a 5-star rating They worked on various projects on an old house - helping me get it ready for an estate sale Their work is done well and timely Clean up is good, too Throughout their work they provided me with options and explained the pros and cons of each one They very much displayed their desire of doing things right I will hire them again and I definitely recommend them

Initial Business Response /* (1000, 5, 2016/10/07) */
Indiana Telephone Network (formerly KC Online) appreciates the opportunity to respond to Mr***'s claimsIt is with regret that after serving them since our relationship ends on such a negative noteOur ticketing system tracks all
voice mails and emails incoming and outgoing to our customersI can support the following:
Ticket #XXXXXX
Date: Wed, Sep 10:58:-
Mr*** left a voice mail requesting to cancel service
Date: Wed, Sep 19:58:-
Email received: Please close my account and send my final invoice to this address after
paying it with my card that is on fileThank you
*** ***
Customer ***
Date: Thu Sep 10:51:
Email sent
Hello Mr***,
I am sorry you are wanting to cancel services with usIf you do not mind, can I ask why you are wanting to cancel services with us? Indiana Telephone Network actually outsources all cancellations to a website companyThe cancellations are done onlineI will give you the information needed to cancel your services
The website is www.cancel-my-account.com
It will ask for your account number: ***
Within hours, you should receive an email with a link attached to itPlease be sure to hit the linkOtherwise, the cancellation process will not start
Cancellations are not immediate and during the process if charges accrue during cancellation process, it is the responsibility of the customer
If equipment is owned by Indiana Telephone Network, please return equipment to *** *** *** *** IN XXXXX
If you have any questions, please feel free to contact usHave a great day!
*** ***
Indiana Telephone Network
Customer Care & Support
The cancellation process changed from the original agreement when service was established, whereas our Customers no longer are required to provide days written noticeOur new process is an attempt to retain the Customer by offering discounted services and to find out what we did wrong so we can make improvementsI apologize for any frustration or inconvenience this process may have causedUpon completion of the cancellation process a courtesy phone call was made to Mr*** verifying cancellation and thanking him for his many years of serviceHe was told that the cancellation would be taken care of right away Ticket #XXXXXXDuring the cancellation period a billing event did occur in which the customer was made aware may happen reference the email sent above T#XXXXXXThe customer always retained the right to utilize the service through the period he had paid throughAn order was submitted to the Carriers to cancel DSL service and email service being providedUpon completion all billing was stopped
The desired resolution requested by Mr*** was met automatically? I apologize for the confusion and would have been more than happy to clarify but cannot support where we received this concern in our ticketing systemThe account is in a cancelled statusCurrent balance is *** and the automatic payment method was disabledThank you
Initial Consumer Rebuttal /* (2000, 7, 2016/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I give Tim and the other guys at Hammerhead Construction a 5-star rating. They worked on various projects on an old house - helping me get it ready for an estate sale. Their work is done well and timely. Clean up is good, too. Throughout their work they provided me with options and explained the pros and cons of each one. They very much displayed their desire of doing things right. I will hire them again and I definitely recommend them.

Initial Business Response /* (1000, 8, 2016/04/07) */
Indiana Telephone Network (formerly KC Online) appreciates the opportunity to respond to this complaint as we take these accusations very seriously. Our system allows documentation via a ticketing system to store all communication between our...

company and the customer. This includes phone calls, emails, faxes, mail and voice mails left are all attached to a ticket. All tickets were reviewed in preparation to respond to this claim and will also be used to coach our Customer Service Team on ways to improve and grow.
First of all we apologize for the frustration expressed in the cancellation process. Our new process is an attempt to retain the Customer by offering discounted services and find out what we did wrong. If they do elect to continue and cancel it is with a positive outlook and not a negative one. We have been very successful with this new process and retained many satisfied customers.
According to our records: There is no evidence of repeatedly trying to cancel services. The customer is correct that the cancel-my-account.com procedure does take twelve days and emails are generated daily. This process was explained verbally and a recap of that conversation was sent via email! Some companies request 30 days minimum notice of cancelling services!
According to our records: There is no evidence of any voice mail messages left that were not answered and the customer contacted back. All messages received were assigned a ticket number and customer reached.
According to our records: There is evidence that customer spoke with a customer service representative when calling in.
We are in agreement that the "Collection Fees" and "Collection Letters" which are automatically generated by our billing software when an account is cancelled and there is a remaining balance can come across very impersonal and it appears like this insulted the customer. I am truly sorry for that as that is not our intent. Technology has its advantages but customer service is not one in this case.
We are in agreement that this customer had an excellent payment history and was a loyal customer for many years. I sincerely regret that after such a positive, successful relationship for all those years that it ended so negatively.
Following is copied documentation from tickets on customers account supporting the above.
T#XXXXX
ITN Billing VM Box,
There is a new voicemail in mailbox 7004:
From: "RBILL:XXXXXXXXXXX"
Length: 0:23 seconds
Date: Thursday, February 04, 2016 at 12:06:23 PM
Mr. [redacted] left a message requesting a call back on his cell phone.

Thu Feb 04 17:32:48 2016 [redacted]
Called Mr. xxxx and there was a bad connection - reported he could not hear me.
T#XXXXXX
Subject:Cancellation of servicesDate:Thu, 4 Feb 2016 16:02:36 -0500
To:xxxxx
[redacted]@indianatelephonenetwork.com

Mr. xxxx phoned and spoke with [redacted] A recap of this conversation was emailed.
~Full instructions were provided on how to cancel service.
~Recommendation to begin the process asap to prevent being responsible for another billing period. Daily offers are part of the cancellation process. At the end of the process a team member will phone and verify what services you would canceled and what services may want to be retained.
Copy of the email:
[redacted],
So sorry to receive your call about cancellation. I understand you
stated that you have moved over to a bundle service of
phone/internet/TV.
1. To cancel your service, please visit
http://www.cancel-my-account.com
2. You will need your account number which is XXXXX
3. Once you visit that site and put in your information, it will
send a confirmation email to you. That email will come within 24 hours.
There is a link inside that confirmation email that you must click
before cancellation will proceed.
4. Your DSL modem is yours, you do not need to return it.
5. I recommend you start the cancellation now as you have 10
remaining days in the current billing cycle.
6. If you intend to keep [redacted]@kcaccess.com it will be [redacted]
If you have any questions regarding this, please send an email to
[redacted]@indianatelephonenetwork.com
Thanks,
[redacted]
Indiana Telephone Network
T#XXXXXX
Subject:[redacted]: Declined all offers!
Date:Tue, 16 Feb 2016 01:01:06 -0500 (EST)
To:[redacted]@cancel-my-account.com
From: xxxx

Automatic email notification of customer completing the CMA process.
Tue Feb 16 09:16:03 2016 [redacted]
Attempted to reach Mr. [redacted] Left a detailed vm , Requesting to verify that he want to cancel all services - including email.

Tue Feb 16 13:08:49 2016 [redacted]
Reviwed previous tickets. Discovered that: Customer already switched to Comcast, owns modem, invoiced on 2/14/2016, customer not on autopmt and amount still due. Proceeded and canceled account. Moved to audit queue.
Linked ticket #XXXXXX which was a vm that came into the collections queue!
We have met all the requested actions made by the customer. At no time was their account sent to collections. This is terminology only representing an amount on the account still due. A copy of invoices reflecting a zero balance have been emailed and mailed for their records.
Initial Consumer Rebuttal /* (2000, 10, 2016/04/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have paid the final bill we had received in order to end the stress of the situation and are still awaiting the requested receipt.. The records the company have shared are only a part of all the times we called &/or sent e-mails, we have records and documentations also, but at this time it will accomplish nothing to continue rehashing it. We do appreciate the Revdex.com helping to achieve closure in this matter.

Initial Business Response /* (1000, 9, 2017/01/24) */
Contact Name and Title: [redacted], C.C.O.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@indianatelephonenetwork.com
Indiana Telephone Network (formerly known as KC Online) appreciates the opportunity to respond to Mr. [redacted] claims....

It is with regret that after servicing their internet needs since 08/16/2010 our relationship ends on such a negative note. Our ticketing system tracks all voice mails, emails incoming and outgoing and all communication between our customers.
Reference Ticket #'s which support disclosure of policy and business rules.
Ticket #XXXXXX XX/19/2016
Mr. [redacted] phoned and spoke with Technician [redacted] Reporting slow internet performance. Trouble Shooting measures performed. Client requested to cancel and became very frustrated.
9/19/2016 Order placed with our Carrier to cancel service.
Indiana Telephone Network is responsible for paying the Carrier for the service.
We are only a middle person.
9/28/2016 Order completed to cancel service.
Ticket #XXXXXX XX/04/2016
Mr. [redacted] left a voicemail regarding payment. CSR [redacted] phoned him back and received his voice mail. He left a detailed message informing that the account invoiced on 9/18/2016 and the payment method was automatically set up. He did not phone to cancel services until after his billing had occurred. Automatic payment attempts were made and declined. Payment finally was successful.
Payment history indicates that this happened regularly. Client would have received email notifications with each payment failure.
LATE FEE WAS CREDITED as a courtesy for this customer.
Ticket #XXXXXX XX/07/2016
Mr. [redacted] left a voice mail disputing the payment. CSR [redacted] phoned Mr. [redacted] and received his voice mail. He left a detailed message explaining that he would be emailing a Customer Dispute Form. Please complete this form and return to allow upper management to review. He was told, I represent you in this matter. If you have any questions please give me a call.
Dispute form was emailed to Client but not received back to Indiana Telephone Network.
I have reviewed all tickets and Indiana Telephone Network performed in accordance with Terms of Service which are listed under the NOTES of each invoice.
11. As long as you are not canceling a contract, there is never a charge to cancel service. However, we offer no full or partial credits on services after you have been billed.
12. Beginning December 1st 2011 All low DSL and WIRELESS plans require PEACE OF MIND on accounts for non customer owned equipment.
13. Terms are subject to change. Be sure to go to [redacted] for the most up to date information regarding the policies associated with your service agreement.
Further investigation identifies the modem was owned by Indiana Telephone Network. Peace of Mind was activated
05/14/2016. This means a replacement modem was provided
And should have been returned or the Client should have been charged [redacted]
Based on my research Indiana Telephone Network is not going to refund payment which was made in accordance to our agreement:
~We performed in accordance with the terms of service which was visible on customers invoice each month.
~We incurred a cost for the internet service through a third party Carrier until it was cancelled.
~Customer retained equipment free of charge
Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2017/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid KcOnline for the service, not a third party.
The dispute form was emailed back to [redacted] on 10-8-16.
Final Business Response /* (4000, 14, 2017/01/31) */
We are sincerely sorry that the Client cannot understand the business agreement that we did have as it is fully stated on the invoice which I referenced earlier. Terms: [redacted]
We are unable to locate the Dispute Form Client claims to of returned and if they would have contacted us to verify receipt we would have been glad to inform at that time.
Our position has not changed. We will not be refunding any money. We performed and kept up our end of the agreement and the Client had exposure to these terms every month on their invoice so it is no surprise or small print but very visible. The Client kept a modem that should have been returned since the equipment is owned by Indiana Telephone Network. The Billing department should have charged [redacted] This did not happen and since I do value their business for so many years we will not be billing for that equipment. They are free to use with their new provider.
It was a pleasure servicing their internet needs and we want to wish them the best of luck in the future.
Thank you.