Initial Business Response / [redacted] (1000, 5, 2014/02/04) */ Contact Name and Title: [redacted] ***, Specialist Contact Phone: [redacted] Contact Email: [redacted] @hawaiiantel.com I left a voice message for the complainant on February 4, at 10:58AMI requested that the complainant call [redacted] , Monday through Friday, 8:a.mto 4:p.mto further discuss the situation Final Consumer Response / [redacted] (4200, 13, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel that Hawaiian Telecom has not offered a fair solution to this problemThey claim zero upfront and seemed to hide the 5-year plan as I was convinced this was a month to month contract Final Business Response / [redacted] (4000, 11, 2014/02/24) */ A company partner returned my calls on February 18, I shared that Hawaiian Telcom records indicate that the complainant reviewed and accepted the Service Terms and Conditions for the Business All-in-One Bundle 5-year term On February 20, 2014, I sent an email to the complainant and the company partner to provide them with an offer to resolve their complaintThe offer was to reprice their services to the Business All-in-One Bundle 1-year term, which meant that they would pay the difference between the 1-year term and the 5-year term they were billedThe difference at that point was $1,plus applicable taxes, surcharges, or other fees The company partner questioned the One-Time Charge of $720.00, which is included in the $1,I advised the company partner that the One-Time Charges of $is associated with the installation and sfor their services and that discounts provided for these charges were based on the 5-year termI also provided screenshots of their invoice dated March 4, 2013, which included the details of the One-Time Charges and Discounts The company partner's response stated, "I will pay the cents, you can have your phones back if you want to you can recycle them." I responded by providing a copy of the signed Service Quote and let the company partner know that the offer to reprice their services to the Business All-in-One Bundle 1-year term still standsI also let the company partner know that the phones are the property of Hawaiian Telcom and will be retrieved when services are disconnected The company partner's response on February 21, stated "We are at a stand still." He also said, "Again, you'll claim that we signed the contract but I'm telling you that he thought it was month to monthI would never have signed up if there was some usd sic install fee." The company partner further explained that "The fair price in my mind is the something usd sic but not the install feeAt this point you guys will lose our Internet business as well." I have not responded to the February 21, email If the offer to reprice their services to the Business All-in-One Bundle 1-year term is not accepted to resolve this complaint, they will be billed applicable early termination fees if they choose to disconnect their services prior to the expiration date of their 5-year term agreement
Initial Business Response / [redacted] (1000, 5, 2014/02/04) */ Contact Name and Title: [redacted] ***, Specialist Contact Phone: [redacted] Contact Email: [redacted] @hawaiiantel.com I left a voice message for the complainant on February 4, at 10:58AMI requested that the complainant call [redacted] , Monday through Friday, 8:a.mto 4:p.mto further discuss the situation Final Consumer Response / [redacted] (4200, 13, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel that Hawaiian Telecom has not offered a fair solution to this problemThey claim zero upfront and seemed to hide the 5-year plan as I was convinced this was a month to month contract Final Business Response / [redacted] (4000, 11, 2014/02/24) */ A company partner returned my calls on February 18, I shared that Hawaiian Telcom records indicate that the complainant reviewed and accepted the Service Terms and Conditions for the Business All-in-One Bundle 5-year term On February 20, 2014, I sent an email to the complainant and the company partner to provide them with an offer to resolve their complaintThe offer was to reprice their services to the Business All-in-One Bundle 1-year term, which meant that they would pay the difference between the 1-year term and the 5-year term they were billedThe difference at that point was $1,plus applicable taxes, surcharges, or other fees The company partner questioned the One-Time Charge of $720.00, which is included in the $1,I advised the company partner that the One-Time Charges of $is associated with the installation and sfor their services and that discounts provided for these charges were based on the 5-year termI also provided screenshots of their invoice dated March 4, 2013, which included the details of the One-Time Charges and Discounts The company partner's response stated, "I will pay the cents, you can have your phones back if you want to you can recycle them." I responded by providing a copy of the signed Service Quote and let the company partner know that the offer to reprice their services to the Business All-in-One Bundle 1-year term still standsI also let the company partner know that the phones are the property of Hawaiian Telcom and will be retrieved when services are disconnected The company partner's response on February 21, stated "We are at a stand still." He also said, "Again, you'll claim that we signed the contract but I'm telling you that he thought it was month to monthI would never have signed up if there was some usd sic install fee." The company partner further explained that "The fair price in my mind is the something usd sic but not the install feeAt this point you guys will lose our Internet business as well." I have not responded to the February 21, email If the offer to reprice their services to the Business All-in-One Bundle 1-year term is not accepted to resolve this complaint, they will be billed applicable early termination fees if they choose to disconnect their services prior to the expiration date of their 5-year term agreement