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Reviews Hayles Property Management Services Inc.

Hayles Property Management Services Inc. Reviews (22)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:We have called Blue Ridge at least times since March, likely, it has been much more than thatIn fact we have called 3-times in the last few days and spoke to Tom F* for probably the 5th time in the last two monthsYou continually responding to this complaint with fallacies is lame and insultingMrC***, you are either extremely incompetent or a pathological liarWe will be speaking to your supervisor and if this nonsense continues I will push this matter with every regulatory agency I can, speak to my attorney, and go to the media with this problemYou will not provide a crap signal then lie to cover yourselfI will not allow it
*** ***

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Complaint: ***
I am rejecting this response because:If bandwidth truly costs $per Gigs of Data then why does *** offer business's unlimited bandwidth? I am willing to subscribe to the Unlimited Business service but was rejected.I do not have an issue with paying for what I use but why am I not able to subscribe to the unlimited service? Ultimately the refusal to offer this service to Residential is to force me to limit my usage which includes Video streaming forcing me to subscribe to Cable TV which of course *** owns a monopoly on also.My complaint would not need to be filed if I was not being denied Business Class ServiceI do use my connection for business work also
Regards,
*** ***

July 6, Dear K*** ***, *** ***’s complaint is that Blue Ridge billed and received money for service she feels we did not provide. She states all services were disconnected on 4/25/and she feels she is owed credit On 4/21/17, *** *** requested a downgrade of
service. This request was to remove cable service, but she would keep high speed internet service. On 4/25/17, a service technician removed the cable service only. *** *** received credit for the unused portion of cable service in the amount of $77.66. Our records indicates there was high speed internet usage up until 5/9/17; when her account was hard disconnected for non- payment. Customer paid the balance owed on 7/3/17. *** ***’s account is currently not active. No refund is due. If you have any further questions, please let me know Sincerely, Jeff L*** Blue Ridge Communications

Dear *** ***
*
*** *** complaint is that we have recently introduced a monthly bandwidth allowance for our residential internet service and his bandwidth has been cut in half
History: Our residential internet service has had bandwidth allowances for over ten years
Originally, the bandwidth allowance was based on the level of service and the average subscriber used less than 15GB per month
In 2009, as bandwidth usage grew, we measured bandwidth usage between the peak hours of 5pm - 1am and raised the bandwidth allowance to 250GB for all levels of serviceLess than 1% of the customers were affected and they were charged $per GB over the 250GB
Effective September 1, 2015, we modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows:
Speed Bandwidth Allowance
1) 1.5mbps GB downstream
2) 5mbps GB downstream
3) 10mbps GB downstream
4) 15mbps GB downstream
5) 60mbps GB downstream
6) 100mbps 7000GB downstream
Customers who exceed the monthly allowance are charged $for each additional GB
Notice: We notified the customers of this change by bill message and amendment to the Blue Ridge policies on our web pageAdditionally, we email customers if they reach 75% and 90% of their bandwidth allowance(Like the wireless phone providers do) We also provide a link to our bandwidth provider’s website where the customer can monitor their bandwidth usageFor the first month of the new program (September 2015), we did not impose any usage fees but alerted the customer that we would begin doing so the following monthImportantly, bandwidth usage is independently measured and reported by a 3rd party
Reason: Many customers do not realize that we pay for bandwidth on a usage basisThere is a vast discrepancy between the average and extreme userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe believe that it would be unfair to the average user to raise rates to pay for the increased costs caused by the extreme usersWe believe the bandwidth allowances selected are fair (our estimates are less than 3% of subscribers will exceed a data allowance) and that we give the extreme users notice and the opportunity to monitor their usage to avoid unexpected spikes in their bill
Customers sometimes confuse the data allowances with prohibited blocking or throttlingData allowances are neither and have been permitted, if not encouraged, by regulatory policyData allowances are the fairest method to allocate the variable cost of internet service. Please let me know if you have any further questions
Thank you,
Jeff L***
Blue Ridge Communications

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:MrL*** states someone called and spoke to me on June when they found the error This is not true as I wasn't even made aware of the error until much later In fact I made a payment on July 24th at which time I paid $which is amount their representative told me was past due amount needed to restore internet If it was in fact posted on my bill in June shouldn't they have seen it on their computer and included that in my past due amount? As for not being able to produce two payment receipts all these months after the fact, this is because while my wife got a receipt when she made the payment, I was in a hurry and since the gentleman at the counter had looked up my acctby my phone number and then assured me my service had been restored after posting the payment, I never anticipated the need for a receipt and went on my way Again back to my statement that a dishonest employee could have in fact pocketed the money therefore not writing or giving me a receipt MrL*** failed to elaborate on this question and also didn't respond to my statement that I felt if according to their service agreement customers can only dispute their payment history for days, the same should remain in effect when the situation is reversed in the customer's favor Since they made the error and took so long to make me aware of it, I feel the burden of proof should be on them to prove the payments weren't made rather than the other way around
Regards,
*** ***

August 31, Dear *** ***, *** ***’s complaint is that Blue Ridge Communications has a monopoly in the Bushkill, PA area with substandard internet service and outrageous prices. He uses ***’s pricing for comparison. He reports that his high speed
internet download speed on a good day is 30Mbps and upload speed is never been more than 3Mbps. He subscribes to the highest internet package of 100Mbps/5Mbps. *** *** also states the Blue Ridge On-Demand system shows are not updated when new episodes air. Blue Ridge Communications does not have a monopoly in Bushkill, PA. Customers in the Pike County area can choose from service providers such as ***, *** ***, and ***. We do not prohibit other cable companies from serving this area. Any company can apply for a franchise and provide service to *** ***’s area When comparing pricing for services, it is recommended that *** *** review the non-promotional pricing. Most service providers only advertise the promotional rates online. An example of this is ***’s cost and speed for one of their highest level of service. *** offers a service up to 150Mbps download, for $per month. A standard installation fee of up to $may apply. Blue Ridge offers free installation, Unleashed WiFi Hot Spots, and we offer free service calls. Pricing for 100Mbps/5Mbps is as low as $per month with video service and up to $per month for high speed internet onlyBlue Ridge feels all high speed internet offerings and pricing is very competitive to other service providers when you factor in all the benefits the customer receives. Another concern of *** ***’s is that he only receives download speeds up to 30Mbps. On 8/22/16, a service technician was sent to *** ***’s residenceIt was discovered that the customer installed a cell phone booster to his home network. At times, this booster can interfere with his upload and download speeds. Therefore, he may not be able to receive speeds of more than 36Mbps. On 8/30/16, we spoke with *** *** by phone. During this conversation, he tested his internet speed. He confirmed he was receiving a download speed of 82Mbps. Lastly, Blue Ridge’s Video On-Demand service currently includes over 8,titles to choose from. The on demand uploads and availability are based upon contractual agreements with all content providers. Other service providers may have content available for viewing that can and will be different from Blue Ridge Communications. If *** *** does have a question or concern about specific on demand content, customer service will be able to assist him. Questions can be answered by calling ###-###-####. If you have any further questions, please let me know Sincerely, Jeff L*** Blue Ridge Communications

January 25, 2017 Dear *** ***, *** ***’s complaint is that she called into Blue Ridge on 1/13/to check the balance on her account because she stated she had not received a billing statement. She described she was informed by the representative that no payment was due
until February 16, 2017. She then checked her account online a few days later and it showed there was a past due balance. When *** *** called to check the account balance on 1/13/17, wrong account information was given to her. Because of this, it caused her account to become past due and also a late fee to be added. On 1/25/17, a supervisor spoke the *** *** to advise her that a mistake had been made and credit in the amount of $would be applied to the account for the misinformation. According to the account notes, *** *** is satisfied with the credit amount. If you have any further questions, please let me knowSincerely,Jeff L***Blue Ridge Communications

Dear *** ***
*
*** *** complaint is that we have recently introduced a monthly bandwidth allowance for our residential internet serviceHe also states that our prices are double of what other companies charge and he is getting less service and he feels Blue Ridge is a
monopoly
History: Our residential internet service has had bandwidth allowances for over ten yearsOriginally, the bandwidth allowance was based on the level of service and the average subscriber used less than 15GB per month
In 2009, as bandwidth usage grew, we measured bandwidth usage between the peak hours of 5pm - 1am and raised the bandwidth allowance to 250GB for all levels of serviceLess than 1% of the customers were affected and they were charged $per GB over the 250GB
Effective September 1, 2015, we modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows:
Speed Bandwidth Allowance
1) 1.5mbps GB downstream
2) 5mbps GB downstream
3) 10mbps GB downstream
4) 15mbps GB downstream
5) 60mbps GB downstream
6) 100mbps 7000GB downstream
Customers who exceed the monthly allowance are charged $for each additional GB
Notice: We notified the customers of this change by bill message and amendment to the Blue Ridge policies on our web pageAdditionally, we email customers if they reach 75% and 90% of their bandwidth allowance(Like the wireless phone providers do) We also provide a link to our bandwidth provider’s website where the customer can monitor their bandwidth usageFor the first month of the new program (September 2015), we did not impose any usage fees but alerted the customer that we would begin doing so the following monthImportantly, bandwidth usage is independently measured and reported by a 3rd party
Reason: Many customers do not realize that we pay for bandwidth on a usage basisThere is a vast discrepancy between the average and extreme userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe believe that it would be unfair to the average user to raise rates to pay for the increased costs caused by the extreme usersWe believe the bandwidth allowances selected are fair (our estimates are less than 3% of subscribers will exceed a data allowance) and that we give the extreme users notice and the opportunity to monitor their usage to avoid unexpected spikes in their bill
Customers sometimes confuse the data allowances with prohibited blocking or throttlingData allowances are neither and have been permitted, if not encouraged, by regulatory policyData allowances are the fairest method to allocate the variable cost of internet service
When comparing pricing for High Speed internet service, it is recommended that *** *** review non promotional pricing since most companies only advertise promotional rates. Blue Ridge does feel all high speed internet offerings and pricing is very competitive to other service providers. To give an example of this, please note *** cost and speed for their highest level of service. They offer up to 75Mbps download and 15Mbps upload for $per month. Blue Ridge offers 100Mbps download and 5Mbps upload for as low as $per month with video service up to $per month for high speed internet only
Blue Ridge Communications does not have a monopoly in *** County. We do not prohibit other companies from serving the *** area. Other service providers can apply for a franchise at any time and build in her area. Please let me know if you have any further questions
Thank you,
Jeff L***
Blue Ridge Communications

January 30, Dear *** ***, *** ***’s complaint is that he must deal with data caps that Blue Ridge has set for its high speed internet customers. He feels that since he pays a high premium for his internet service, he should have access to all the data that he can
handle History: Our residential internet service has had bandwidth allowances for over ten years. Originally, the bandwidth allowance was based on the level of service and the average subscriber used less than 15GB per month In 2009, as bandwidth usage grew, we measured bandwidth usage between the peak hours of 5pm - 1am and raised the bandwidth allowance to 250GB for all levels of serviceLess than 1% of the customers were affected and they were charged $per GB over the 250GB Effective September 1, 2015, we modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows: Speed Bandwidth Allowance 1.5mbps GB downstream 5mbps GB downstream 10mbps GB downstream15mbps GB downstream60mbps GB downstream100mbps GB (1TB) downstream Customers who exceed the monthly allowance are charged $for each additional GB. Effective September 1, new bandwidth allowances will be as follows: Speed Bandwidth Allowance 1.5mbps GB downstream 5mbps GB downstream 10mbps GB downstream15mbps GB (1TB) downstream60mbps GB (1.2TB) downstream100mbps GB (1.5TB) downstreamCustomers who exceed the new monthly allowance are charged $for each additional GB. Notice: We notified the customers of this change by bill message and amendment to the Blue Ridge policies on our web pageAdditionally, we email customers if they reach 75% and 90% of their bandwidth allowance(Like the wireless phone providers do) We also provide a link to our bandwidth provider’s website where the customer can monitor their bandwidth usageFor the first month of the new program (September 2015), we did not impose any usage fees but alerted the customer that we would begin doing so the following monthImportantly, bandwidth usage is independently measured and reported by a 3rd party. Reason: Many customers do not realize that we pay for bandwidth on a usage basisThere is a vast discrepancy between the average and extreme userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe believe that it would be unfair to the average user to raise rates to pay for the increased costs caused by the extreme usersWe believe the bandwidth allowances selected are fair (our estimates are less than 3% of subscribers will exceed a data allowance) and that we give the extreme users notice and the opportunity to monitor their usage to avoid unexpected spikes in their bill Customers sometimes confuse the data allowances with prohibited blocking or throttlingData allowances are neither and have been permitted, if not encouraged, by regulatory policyData allowances are the fairest method to allocate the variable cost of internet service. From October to January 30, 2017, *** ***’s average monthly data usage is GB. As you can see, this is below the current data allowance of 800GB per month. Beginning February 1, 2017, *** ***s will be well within the new allowance of 1200GB per month. If you have any further questions, please let me know Sincerely,Jeff L***Blue Ridge Communications

January 19,
Dear *** ***,
Mr***’s complaint
is that he feels Blue Ridge is an unethical company. He states that his data upload and download
rates are terrible, service constantly disconnects and his WiFi is
unusable. He also states that
Blue Ridge
charges exponentially more for service than other companies do that are only
blocks away
On 12/29/15, we
sent two service technicians to Mr***’s residence for his reported internet
issuesThe technicians checked the wiring inside and outside his residence,
checked his computer and all connections, and found no issuesThey also hooked
up a laptop to the customer’s modem and performed a speed test and checked
connectivity and found no issues. There
are many things that can affect the wireless signal strength and speed within a
home, including location and how many devices are trying to access the internet
through the wireless router at the same timeOur records indicate that since
the service call on Dec 29th Mr*** has not reported any problems
with his internet
There are many
factors that determine our pricing and we believe our pricing is competitive
with other service providers in the areaMany times customers will compare
promotional rates of another company to the regular rate of another which is not a fair comparison
If you have any further
questions, please let me know
Sincerely,
Jeff L***
Blue Ridge Communications

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The amount I was paying for BRC before discontinuing my TV service with them was per month This was a "promotional" price and the cost was due to increase to a month in October Comparing BRC's "promotional" cost of $for Mbps internet and basic cable with no premiums and HD with no DVR and only a single receiver to ***'s "promotional" cost of a month for Mbps internet and channels plus Showtime also including the state of the art Xplatform and I don't think it's disputable that the prices charged by BRC are astronomical With *** there is no need to pay for a service call as they have a self install kit that you can pick up at any of their locations for free I have no clue what the "standard installation fee" is that MrL*** is referring to I've had *** in the past and have never heard of this I do know, however, that I was charged an extra month up front for my BRC service which I did NOT have to do for ***.In regards to the network speeds, it was determined that the cell phone booster was not the cause of the issue The technician who came out determined that the modem needed to be replaced He did so and since then I've been getting better speeds however I'm still experiencing drops to the range of 1-Mbps periodically throughout the day Both technicians I spoke to said they would have to be here at the time of the drop in order to diagnose the issue I'm not sure how that's possible as I can't schedule the random drop to occur during the 3-hour window that the technician is scheduled to be here They also told me that it could be due to increased usage in the area during the time of the drop which is unacceptable If there's that much usage in the area at ANY time, then BRC needs to improve their infrastructure to deal with that usage and ensure that the customers paying for the highest level of internet offered receive just that.As for the monopoly claim Sure, there are other options for TV, believe me I know as I fully intend on utilizing one of them as the cost to me would be significantly lower to use BRC's internet and a different TV provider and I'll get a superior TV experience ***, however, does not offer any TV service or Internet in this area, I'm not sure why MrL*** referenced them in his list of service providers when the complaint is about the substandard TV and Internet service that BRC provides There is no option for high speed internet, however, which is why BRC can get away with charging $a month for just internet If there were options, I'd take them immediately The last part of the claim is regarding the substandard operating system and on demand programming Despite the claims by MrL*** that BRC offers over titles, the vast majority of the time that I wished to view a show using the on demand system of BRC, I received either no results for the show I was looking for or the system was or episodes behind on the current season Sometimes, I'd be watching the current episode of a show and I'd stop it to go do something, then when I came back, that episode was no longer listed and maybe the first episodes of the season were there In particular, if details are needed, I was trying to watch *** *** during the period of time when the season was airing I waited weeks and checked frequently to find that the episodes in the list were never updated I could watch the first episodes over and over if I wantedor the series of minutes specials that never went away But if I wanted to watch one of the more recent episodes, they just weren't there.The only acceptable solution to this issue is for BRC to re-evaluate their pricing schedule and charge competitive prices for their services that are in the same category as other providers who do so while offering a superior product This is not something that can be explained away, it's a fact that needs to be addressed And the fact that BRC doesn't address this and continues to make excuses for their ridiculous prices and even deny that they exist is the reason that they have such a poor rating by the Revdex.com I would think that any company with a D- rating would realize that they're doing something wrong and are focusing more on lining their pockets than they are at establishing a mutually content relationship with their customers I would think a company in this situation would stop ignoring the facts and telling the customers they're wrong and would take some serious time to re-evaluate their own situation.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I haven't called tech support back because it is pointless tothere is no reason to wait on hold for minutes to an hour just so I can wait up to hours for a service tech to show up to tell me that nothing can be doneThe last techs that came said that the only other possibility they had was changing the modem, but it probably wasn't that considering the connection issues had a pattern of time of day (night time, when you don't have techs working anyway)Why waste my time? For the record I am still having issuesI tested my connection by using a group *** call starting at 942pm and ending at 952pm, I (and only I, everyone else had a constant connection) dropped during the following times: 944944947947949950951951952Secondly, if I was looking at promotional rates then I would be comparing yours to theirs, which WOULD be fairHowever I am not comparing promotional rates, even though many companies have promotional rates that last multiple years (longest I have seen is 5)While BlueRidge's download speeds are SOMEWHAT competitive (I wouldn't exactly call over 15% higher than comcast "very competitive") they keep their speeds crippled by a low upload speedUpload speed is important for any internet use other than downloading something from *** or downloading your emailA decent upload speed is required by games, ***, ***, anything slightly interactive or media based at allanything lower than about 1mb/s is going to dramatically slow down your internetTherefore, to have close to a reliable connection for just ***, I need to spend $per month with blueridgeOpposed to per month (comparing non promotional rates btw) with TWC. For 58/month I could get mb/s download and mb/s upload with BlueRidgeWith comcast I can get mb/s upload and mb/s download for $50/month16% cheaper, and over double the upload speed.So I reject the claim that BlueRidge has competitive pricing, and stick with my claim that they unethically price gouge for terrible service, because they operate in areas with non compete clauses, and can get customers anyway because there is no other choice.
Regards,
*** ***

Mr***’s complaint is that he pays approximately $for internet service and Blue Ridge Communications has forced him to increase his internet package to stay under the assigned data allowancesHe also feels there is a monopoly in his service area.Blue Ridge offers six different
High Speed Internet packages that customers may choose from. On December 2, 2016, Mr*** requested to increase his high speed internet package to Dream 100. The monthly rate for this package is $This internet package provides upload speeds up to 100Mbps and download speeds of up to 5MbpsThe monthly data allowance is 1TB or 1000GBFrom September to November 2016, Mr*** has averaged 906.733GBThis average is below his current 1000GB allowance. History: Our residential internet service has had bandwidth allowances for over ten yearsOriginally, the bandwidth allowance was based on the level of service and the average subscriber used less than 15GB per month. In 2009, as bandwidth usage grew, we measured bandwidth usage between the peak hours of 5pm - 1am and raised the bandwidth allowance to 250GB for all levels of serviceLess than 1% of the customers were affected and they were charged $per GB over the 250GB. Effective September 1, 2015, we modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows:Speed Bandwidth Allowance1) 1.5mbps GB downstream 2) 5mbps GB downstream 3) 10mbps GB downstream4) 15mbps GB downstream5) 60mbps GB downstream6) 100mbps GB downstreamCustomers who exceed the monthly allowance are charged $for each additional GB.Notice: We notified the customers of this change by bill message and amendment to the Blue Ridge policies on our web pageAdditionally, we email customers if they reach 75% and 90% of their bandwidth allowance (like the wireless phone providers do)We also provide a link to our bandwidth provider’s website where customers can monitor their bandwidth usageFor the first month of the new program (September 2015), we did not impose any usage fees, but alerted the customer that we would begin doing so the following monthImportantly, bandwidth usage is independently measured and reported by a 3rd party.Reason: Many customers do not realize that we pay for bandwidth on a usage basisThere is a vast discrepancy between the average and extreme userCurrently, the average user consumes GB per month (well below even the lowest allowance), but we have seen extreme users consuming terabytes ofdataWe believe that it would be unfair to the average user to raise rates to pay for the increased costs caused by the extreme usersWe believe the bandwidth allowances selected are fair (our estimates are that fewer than 3% of subscribers will exceed a data allowance) and that we give the extreme users notice and the opportunity to monitor their usage to avoid unexpected spikes in their bills. Customers sometimes confuse the data allowances with prohibited blocking or throttlingData allowances are neither and have been permitted, if not encouraged, by regulatory policyData allowances are the fairest method to allocate the variable cost of internet service. Blue Ridge does not prohibit other companies from servicing Mr***’s areaAny cable company canapply for a franchise and provide serviceAccording to www.broadbandnow.com, Mr*** can also choose between providers, such as *** or ***If you have any further questions, please let me know.Sincerely,Jeff L***Blue Ridge Communications

January 14, 2016Dear *** ***,*** ***’s complaint
is that Blue Ridge implemented data caps to rural customers since it is their
only choice for service.? He reports that
customer service is the worst he has encountered.? *** *** also states that Blue Ridge
Communications
is a cable monopoly in his neighborhood, and he has no other
choice for internet access via cable.? ? History: Our residential internet service has had bandwidth
allowances for over ten years.?
Originally, the bandwidth allowance was based on the level of service
and the average subscriber used less than 15GB per month
In 2009, as bandwidth usage
grew, we measured bandwidth usage between the peak hours of 5pm - 1am and
raised the bandwidth allowance to 250GB for all levels of serviceLess than 1%
of the customers were affected and they were charged $per GB over the
250GB
Effective September 1, 2015,
we notified the bandwidth policy by measuring the usage levels continuously and
increasing the allowance by level of service for all customers, as follows:
? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Bandwidth Allowance? 1.5mbps? ? ? ? ? ? ? ? GB
downstream 5mbps? ? ? ? ? ? ? ? ? ? ? GB
downstream 10mbps? ? ? ? ? ? ? ? ? GB
downstream15mbps? ? ? ? ? ? ? ? ? GB
downstream60mbps? ? ? ? ? ? ? ? ? GB
downstream100mbps? ? ? ? ? ? ? 7000GB
downstream? Customers who exceed the
monthly allowance are charged $for each additional GB.? Notice: We notified the customers of this change by bill message and
amendment to the Blue Ridge policies on our web pageAdditionally, we email
customers if they reach 75% and 90% of their? bandwidth allowance (Like
the wireless phone providers do)We
also provide a link to our bandwidth provider’s website where the
customer can monitor their bandwidth usageFor the first month of the new
program (September 2015), we did not impose any usage fees but alerted the
customer that we would begin doing so the
following monthImportantly, bandwidth usage is independently measured and
reported by a 3rd party.? Reason: Many customers do not realize that we pay for bandwidth on a
usage basisThere is a vast discrepancy between the average and extreme user
Currently, the average user consumes GB per month (well below even the
lowest allowance) but we have seen extreme users consuming Terabytes of data
We believe that it would be unfair to the average user to raise rates to pay
for the increased costs caused by the extreme usersWe believe the bandwidth allowances
selected are fair (our estimates are less than 3% of subscribers will exceed a
data allowance) and that we give the extreme users notice and the opportunity
to monitor their usage to avoid unexpected spikes in their bill? Customers sometimes confuse
the data allowances with prohibited blocking or throttlingData allowances are
neither and have been permitted, if not encouraged, by regulatory policyData
allowances are the fairest method to allocate the variable cost of internet
service.? ? Customer Service:? There are times throughout the day when customers may
experience a longer than average wait time.?
Wait times will vary throughout the day.?
In order to provide the best possible customer service, our call center
is open hours per day, days per week by calling ###-###-####.? We also offer the ability to chat with a live
customer service agent via our website at www.brctv.com.? Chat is available to our customers from
8AM-11PM, days per week.? A third
option is to email our customer service department by visiting our web page and
click on “Email A CSR”.? ? Blue Ridge Communications does not
have a monopoly in Northampton County.? Customers
in this area can choose from service providers such as ***, ***, Dish
Network, and ***.? We do not prohibit
other cable companies from serving the Walnutport area.? Any company can apply for a franchise and
provide service.? Our service is
reliable, our internet is faster, we have free access to Unleashed WiFi Hot
Spots, we are a local company and we offer free service calls.? Our pricing is competitive when you factor in
all the benefits the customer receives.? ?
If you
have any further questions, please let me know.Sincerely,? Jeff L***? Blue Ridge Communications

***’s complaint is that she was being charged for ***/*** and en Español channels she did not subscribe to and states she did not order these channels.? She is also stating her bill went up to over $
On April 19th, ***/*** was purchased through ***’s digital
converter in her home at 2:07PM.? In her complaint she states she did not call to question this increase of her monthly bill even though she had noticed the increase on her statement.?
On July 20th, there was another purchase made through her digital converter for the en Español tier of service at 1:23PM.? This purchase was again received through the digital converter in ***’s home.?
*** *** contacted Blue Ridge on August 17th, to inquire about the charges on her account.? The customer service representative explained that purchases had been made from the customer’s remote controlThe customer service representative removed ***/*** and the en Español tier of service per the customer’s request and credited her account in full for the services she said she had not orderThe customer service rep did explain to *** that the only way these services could have been ordered through the digital converter was by someone pressing the buttons on the remote control of the digital converter to confirm the order multiple times? ?
*** also stated that her bill went up to over $which was correct for the month of August*** had been on a month promotion that just ended which included our HD Digital Basic Plus cable package, two digital video recorders, our high speed internet service, and ***/*** and the en Española tier was still on her accountOnce ***/*** and the Española tier was removed her new rate went to $At the time a customer signs up for a promotion they are told what the new rate will be when the promotion ends and at that time they would decide if they would like to keep or drop any of the services within that promotion.?
Please let me know if you have any further questions
?
Sincerely,
?
Jeff C***

Dear *** ***,
?
*** ***’s complaint
is that he states he and his wife each made a cash payment of $at our
local office on April and of 2015.?
On June 30, 2015, a payment reversal was placed for one payment of the $
on *** ***’s
account
?
On June 30, 2015, the
accounting department discovered an error of only one payment made to *** ***’s Blue Ridge account.? After
further research of the receipt booklet by the office manager, it was confirmed
only one payment was made by the customer and one receipt was issued.? ? ?
?
On the same day, the
office manager contacted the customer to inform him of the clerical error.? During the conversation the customer insisted
he and his wife made two individual payments.?
The office manager offered the customer an option to bring a copy of the
second receipt to the office.? A second receipt was never brought into the
local office to show proof of a second paymentIf you have any further
questions, please let me know
? ?
Thank you,
Jeff L***
Blue Ridge Communications

We left the manager’s number back in March and recently a couple of weeks ago to call if they have any issues and have reached out to them numerous times but they have not returned our callsWe will work with them at their convenience to correct any issues but they need to call Tom Freeman who is the manager in their area for us to be able to work on any problems they haveI will have Tom Freeman call the Hill's again and the number to reach him is ###-###-####
Jeff C***

February 13, Dear *** ***, *** ***’ complaint is that she is appalled at the data overage charges.? She would like to know how she can be uncapped and refunded the overage charges for December and January.? When *** *** called to set up high speed internet service on
10/23/17, the customer service representative thoroughly explained all levels of service and data limits to both *** *** and her husband by phone.? The customer service representative informed her that a high speed internet agreement would need to be signed at the time of installation.? Item #of the agreement references additional charges including, but not limited to bandwidth use over the allowance.? Not only were the bandwidth limits explained at the time of installation, but they can also be found on our website at http://www.***.com/***#***.? Another way customers can view and track their data usage is by registering for a My Blue Ridge account at https://www.***.? According to our records, *** *** registered for an account on 11/13/and has last logged in on 1/31/2018.? There are some basic things that can be done at home to reduce bandwidth usage: ·? ? ? ? ? ? ? ? Check your router and ensure the firmware is up to date·? ? ? ? ? ? ? ? Make sure your router is secured.? This means ensuring your router access is password protected, even your guest network.? Anyone is close proximity can access your unsecured router without you knowing it·? ? ? ? ? ? ? ? If you stream TV shows and movies and fall asleep watching TV, make sure the auto play feature is disabled on your streaming device·? ? ? ? ? ? ? ? Don’t just turn off the TV after streaming a movie; be sure to close the application completely.? Some applications will still use data when they are not closed properly·? ? ? ? ? ? ? ? Lower the quality of streaming on ***, *** or other streaming services.? ·? ? ? ? ? ? ? ? Cell phones connected to Wifi will use data, and this usage will count toward your monthly limit.? Disable auto update features and disable maps/GPS/location services·? ? ? ? ? ? ? ? Monitor data usage daily by logging into your My Blue Ridge account to help identify devices that can be consuming data without your knowledgeWe feel that the data overage charges are correct and accurate and an adjustment will not be made.? At this time Blue Ridge does not offer an unlimited data package to its customers.? If *** *** feels she is experiencing an issue with her high speed internet service, she can contact customer service at *** at any time.? A service appointment can be scheduled for the next available date and time.? ? If you have any further questions, please let me know? Sincerely, Jeff L*** Blue Ridge Communications

*** ***’s complaint is that we do not provide a strong interrupted cable signal, and she does not like the data caps we have on our internet service
*** *** had contacted us in March of and said she had an intermittent problem with her T.Vwith poor pictures, and a pop up screen that
would appear very intermittently for one second.? We had sent a technician out to her home and they found an issue with the main lines on the street that we believed was causing the poor picture and our manager left his phone number with her and asked her to call if she still had any issuesShe did not call the manager but in July she called our Call Center and they forwarded the message to the managerWe called her multiple times and left messages but she never returned our call? That was the last communication we had with *** *** until we received your complaintThe pop up issue is a known problem with the *** converter that we use*** is one of the largest providers in the industry for cable converters and we have been working with them on this issue for a long time and we are on our third software fix to date to try and correct this problem
After we received your complaint we called *** *** and sent a technician to her homeThe technician did not find any problems, and we installed the new software fix for the pop up issue on her converter about two weeks ago and asked her to call us if she had any issuesShe did not back and we have called her multiple times and left messages to make sure everything is working properly
? ? ? ? ? ? ? ? ? ? ? ** ***’s second complaint is that we have a monthly bandwidth allowance for our residential internet service
?
History: Our residential internet service has had bandwidth allowances for over ten years.? Originally, the bandwidth allowance was based on the level of service and the average subscriber used less than 15GB per monthIn 2009, as bandwidth usage grew, we measured bandwidth usage between the peak hours of 5pm - 1am and raised the bandwidth allowance to 250GB for all levels of serviceLess than 1% of the customers were affected and they were charged $per GB over the 250GB
?
Effective September 1, 2015, we modified the bandwidth policy by measuring the usage levels continuously and increasing the allowance by level of service, as follows:
?
? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? Bandwidth Allowance
1)? ? ? ? 1.5mbps? ? ? ? ? ? ? ? GB downstream
2)? ? ? ? 5mbps? ? ? ? ? ? ? ? ? ? ? GB downstream
3)? ? ? ? 10mbps? ? ? ? ? ? ? ? ? GB downstream
4)? ? ? ? 15mbps? ? ? ? ? ? ? ? ? GB downstream
5)? ? ? ? 60mbps? ? ? ? ? ? ? ? ? GB downstream
6)? ? ? ? 100mbps? ? ? ? ? ? ? GB downstream
?
Customers who exceed the monthly allowance are charged $for each additional GB
?
Notice: We notified the customers of this change by bill message and amendment to the Blue Ridge policies on our web pageAdditionally, we email customers if they reach 75% and 90% of their bandwidth allowance(Like the wireless phone providers do) We also provide a link to our website where the customer can monitor their bandwidth daily usage and what their current total bandwidth usage is for the monthFor the first month of the new program (September 2015), we did not impose any usage fees but alerted the customer that we would begin doing so the following monthImportantly, bandwidth usage is independently measured and reported by a 3rd party
?
Reason: Many customers do not realize that we pay for bandwidth on a usage basisThere is a vast discrepancy between the average and extreme userCurrently, the average user consumes GB per month (well below even the lowest allowance) but we have seen extreme users consuming Terabytes of dataWe believe that it would be unfair to the average user to raise rates to pay for the increased costs caused by the extreme usersWe believe the bandwidth allowances selected are fair (our estimates are less than 3% of subscribers will exceed a data allowance) and that we give the extreme users notice and the opportunity to monitor their usage to avoid unexpected spikes in their bill
?
Customers sometimes confuse the data allowances with prohibited blocking or throttlingData allowances are neither and have been permitted, if not encouraged, by regulatory policyData allowances are the fairest method to allocate the variable cost of internet serviceWe are finding that many of the customers complaining about the bandwidth plans are using well under their data allowance and will not be affectedWe will be contacting our customers who have made complaints and make sure they understand what their bandwidth usage has been, and how to check their usage on our website for daily and total bandwidth usage
?
Please let me know if you have any further questions
?
Sincerely,
?
Jeff C***
Director of Operations
Blue Ridge Communications
?
?

November 18,
?
Dear *** ***,
?
*** ***’s complaint
is that Blue Ridge has begun charging overage fees that has limited his ability
to utilize his internet connection
?
History: Our
residential internet service has had bandwidth allowances
for over ten yearsOriginally, the bandwidth allowance was based
on the level of service and the average subscriber used less than 15GB per
month
?
In 2009, as bandwidth usage grew, we
measured bandwidth usage between the peak hours of 5pm - 1am and raised the
bandwidth allowance to 250GB for all levels of serviceLess than 1% of the
customers were affected and they were charged $per GB over the 250GB
?
Effective September 1, 2015, we
modified the bandwidth policy by measuring the usage levels continuously and
increasing the allowance by level of service, as follows:
?
? ? ? ? ? ? ? ? ? ? ? ? ? ? Speed? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Bandwidth Allowance
1.5mbps? ? ? ? ? ? ? ? GB downstream 5mbps? ? ? ? ? ? ? ? ? ? ? GB downstream 10mbps? ? ? ? ? ? ? ? ? GB downstream15mbps? ? ? ? ? ? ? ? ? GB downstream60mbps? ? ? ? ? ? ? ? ? GB downstream100mbps? ? ? ? ? ? ? 7000GB downstream? Customers who exceed the monthly
allowance are charged $for each additional GB.? Notice: We
notified the customers of this change by bill message and amendment to the Blue
Ridge policies on our web pageAdditionally, we email customers if they reach
75% and 90% of their bandwidth allowance(Like the wireless phone providers
do) We also provide a link to our bandwidth provider’s website where the
customer can monitor their bandwidth usageFor the first month of the new
program (September 2015), we did not impose any usage fees but alerted the
customer that we would begin doing so the following monthImportantly,
bandwidth usage is independently measured and reported by a 3rd
party.? Reason: Many
customers do not realize that we pay for bandwidth on a usage basisThere is a
vast discrepancy between the average and extreme userCurrently, the average
user consumes GB per month (well below even the lowest allowance) but we
have seen extreme users consuming Terabytes of dataWe believe that it would
be unfair to the average user to raise rates to pay for the increased costs
caused by the extreme usersWe believe the bandwidth allowances selected are
fair (our estimates are less than 3% of subscribers will exceed a data
allowance) and that we give the extreme users notice and the opportunity to
monitor their usage to avoid unexpected spikes in their bill? Customers sometimes confuse the data
allowances with prohibited blocking or throttlingData allowances are neither
and have been permitted, if not encouraged, by regulatory policyData
allowances are the fairest method to allocate the variable cost of internet
service.? Please let me
know if you have any further questions.? Thank you,? Jeff L***Blue Ridge Communications

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