Innernet, Inc.

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Complaint: ***
I am rejecting this response because:How can you advertise "Risk Free Guarantee" when you refuse to Refund a DEFECTIVE product once the packaging is opened??
Is that how you are managing to get away with selling a piece of useless plastic garbage that does not work??
Asking a customer to disconnect and bring their entire printer in to your store because YOUR product does NOT work is completely unreasonable.
This response is completely inadequate
There is NOT a clear refund policy stated within six feet of the register.
It is about the size of a ponote and tacked up on the wall BEHIND where your employee stands, OUT OF SIGHT of the customer.
Aside from that, my conversation with your employee was mis-leading and I have NOT received any missed calls from you, your manager, or anyone else on your staff.
I am awaiting my REFUND of $for the junk you sold me I will not be satisfied until I get it.
Regards,
*** ***
***

October 17, To Whom It May Concern:
Our Refund policy is clearly posted in both of our locations no more than ft away from the POS which is ADA compliant and this sign was pointed out to the customer by the customer care representative.At the bottom of our receipts it clearly statesThink Reink cartridges are backed by several day guarantees, Visit Thinkreink.com for details(please see copy of receipt)As far as our packaging being misrepresentative of a 100% Risk Free Guarantee may I reiterate that we did offer to exchange the cartridge for another one to make it right just like our competitors do as well, we do not give refunds on opened packagingWe also offered to give her a store credit to fix this issue as well but she was not receptive of this as weli stating that she just wanted a refundWe only wanted the printer brought in free of charge if she received another cartridge and had the same issue so we could try to figure out what may be wrong,The owner did try to call the customer at the phone number that was given *** Sep 4:52PM - BDG - Shane tried to call and first time it went to VM but did not allow to leave a messageSecond time it rang and rang and did not go to VMCalls were (a) 4:48, 4:He then tried again @ 10:34amAttempted to contact *** *** from my residence (3) 6:51pm on but when I called the number on the acct I received a response stating, "The party you have called does not accept calls from callers that have callblock" and hangs upMy home number has callblock that cannot be overridden.We understand that the cartridge was defective and did try to make it right but the claimant was not accepting what our policy isWe do feel that we did make every attempt to make this situation right, Respectfully,Anissa S.
Customer Care Manager

August 22, 2014To Whom it may Concern:The following pages are all the notes that our Company has on the customer with the complaint. Please review all of our notes as we take notes on any call or correspondence that we have with all of our customers as well as emails that were sent back...

and forth to rectify their issue. Their issue was a wifi issue nothing to do with our service and they were informed of that but did not want us to help trouble shoot any further. As per our contract which they signed as well it clearly states that if someone terminates their service early there is a fee. Plus per our contract for our service we feel that we have gone above and beyond to try to rectify the issue that the customer was having.Please see all attachments.We appreciate your prompt resolution to this matter in our favor.Anissa S.Customer Care Manager

I am 74 years old and I had this internet service for 18 years paying faithfully every month. I had to deal with a lot of issues from not being able to email from any where but my house to very slow speeds (512k). I don't know a lot about internet but when I explained to my children what my issues were they were dumbfounded what I have been dealing with. They explained to me the difference in today's internet compared to what I have that has not changed in 18 years. They have convinced me to switched companies and get faster service (8mg) at a lower price. When I terminated my Innernet service they had the never to charge me a $150 termination fee and told me I still need to bring back the Ethernet cord, phone wire, and static reducer box all which are about $10 total. So not only did I have to pay and outrages fee I have to waste more gas to travel back 30 miles to return $10 worth of 18 year old wires! This is the worse company I have ever dealt with. I wish I would have switched earlier!

Their response shows that they are in agreement with the facts that they charged me an early termination fee and they were the ones that could not honor the contract by providing internet services. Innernet Inc attempts to confuse the issue by bringing up a $25 refund but this is an unrelated issue where my credit card was reissued with a new expiration date. Innernet Inc needed to know what that date was. They sent me an email request to an email that had an innernet.net extension that I had not used for around 7 years as Innernet Inc could not filter out Spanish porn on their server therefore I had changed to a Hotmail email address. Since they did not get a response from me, because they don't keep the email addresses updated of their customers, they cut my service off. I complained that they did not make a valid attempt to contact me, and after about six months I finally got my reactivation fee of $25 refunded to me. As mentioned above the $25 issued is totally unrelated to their inability to provide me internet services for an extended period of [redacted]e and then charging an early termination fee for their inability to resolve the technical issue in a [redacted]ely manner.
Having a renewal contract does not waive the responsibility of the business to honor their end of the contract which is to provide for the services that are contracted for. This is an example of why legislation is needed to prevent businesses from taking advantage of a customer just because they have the debit or credit account number.

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 Complaint: [redacted]
I am rejecting this response because:
I cannot even read that attachment.  What is that?  
I am still waiting for my refund of $16.96. 
Regards,
[redacted]

To Whom it may concern
The customer signed a contract with our company on 7/15/2005 that automatically renews om the anniversary date in which the...

customer first had DSL service for an additional term of one year. This anniversary date in the month of July every year. According to our records he called the morning of 1/13/2015 to cancel his service with us thus breaking his contract with our company. Due to him breaking the terms of the contract there is a $150.00 Early Termination Fee which he was informed of at the time he signed up as well as when he terminated his service with us. In signing the contract he agreed to everything laid out in that contract including the Early Termination Fee as well as being set up on auto pay which means that any money that is owed would automatically come off of the credit card that the customer chose to have on file for their monthly billing. Our company did try to make every effort to get the issue resolved in this matter as quickly as possible as well as keep the customer informed as well. (Please see attached notes) The customer did contact us on 1/8/2015 to bring to our attention the issue that he was having and then our technical support staff contacted the telephone company in which we lease lines through. We found out that the telephone company had dome an upgrade to their equipment that knocked out some of our customers as well as some of their own customers. When the customer contacted us and left us know that the telephone company had come out and stated that it was our modem our technical support staff configured a new replacement modem and the customers wife came in and picked it up on 1/12/2015. The very next day is the day that the customer called into cancel his service.We did credit the customer for the days that he was down from the date that he called in to 1/12/2015 since he cancelled in the morning of 1/13/2015. We also gave the customer credit for a reactivation see that he had been charged earlier and them had been given permission to give the credit from one of the owners of $25. So we took $150 (ETF)$25 (credit for reactivation)- $5.45 (5 days without internet) and charged his credit card $119.55 for the remainder that would have been owed for terminating his service early.We feel that we have tried to resolve this issue and abided by our contract by contacting and continuing to get the issue fixed with the telephone company switching out their equipment by us configuring a new replacement loaner modem and by giving credit for the days in which we knew the customer was down.Please also find attached a copy of all the notes regarding this issue, a copy of the signed contract and a copy of the detail report of the times that the customer was connected to the internet and the call duration.We appreciate your prompt resolution to this matter in our favor.
 Respectfully,Anissa J. SInnernet Inc. Customer Care Manager

Review: My wife and I purchased Internet service from the Innernet, Inc., in [redacted], PA. Our service was less than operative. We lost signal just about every 20 minutes to the point where we would have to turn off our WiFi in our home and use our cell service to accomplish a task which would cause us to drive up our data. We went through SEVERAL attempts where they had a service member of their team come to our home and "repair" or service and all attempts (3-4 attempts) failed. The service guy on the original day of installation mentioned that it will be tough for him to get a "great signal". My wife and I cancelled our service with Innernet, Inc., and we then had to pay $150.00 fee for cancelling our service prior to our contract's end.

Contracts work both ways. Innernet, Inc., did NOT fulfill their end of the contract by servicing it's client with proper working equipment therefore, NOT holding up its end of the contract. I personally offered to pay HALF of the bill $75.00 because I thought that it was unfair to force us through a binding agreement (Not upheld) to pay the entire fee. Besides paying each month for something that didn't work like the business contractually said it would, all we are asking for is the termination fee refund, which only seems fair.Desired Settlement: My wife and I feel as though we should be refunded our $150.00 termination fee for a service and contract that was NOT upheld from Innernet, Inc.

Business

Response:

August 22, 2014To Whom it may Concern:The following pages are all the notes that our Company has on the customer with the complaint. Please review all of our notes as we take notes on any call or correspondence that we have with all of our customers as well as emails that were sent back and forth to rectify their issue. Their issue was a wifi issue nothing to do with our service and they were informed of that but did not want us to help trouble shoot any further. As per our contract which they signed as well it clearly states that if someone terminates their service early there is a fee. Plus per our contract for our service we feel that we have gone above and beyond to try to rectify the issue that the customer was having.Please see all attachments.We appreciate your prompt resolution to this matter in our favor.Anissa S.Customer Care Manager

Review: I purchased a re-filled ink cartridge for my printer for work purposes. The packaging says"100% Risk-Free Guarantee". I expressed my concern to the "manager" that I've had issues with such products working for me in the past. He indicated there was a 30 day Guarantee. He neglected to specify any details of the return policy, which is not printed on the receipt, nor is it clearly indicated in the store. I was unable to get the product to work. The store was then closed, so I had to purchase a new cartridge elsewhere in order to do my job. I went back the next afternoon to ask for a refund of my purchase, and the "manager" declined. He said I had to bring my printer into the store and he would attempt to "fix" it. I argued that was an unreasonable request, and he was hesitant to give me anything other than his name and phone number to call and make a complaint. I left numerous messages for the owner of the company to call me back, but the only call back I got was from another rude employee (also claiming to be a manager) who refused to do anything for me. I again requested a call back from the owner, which I did not get.Desired Settlement: I want a refund of $16.96 for the product I purchased that does not work.

The refund policy is NOT clearly stated at the store, and is nowhere on the receipt.

The product packaging that states "Risk- Free Guarantee!" is not disclaimed and is misleading to the average consumer.

Business

Response:

Sep 26 2014Attempted to contact [redacted] from my residence @ 6:51pm on 09.25.2014 but when I called the number on the acct I received a response stating, "The party you have called does not accept calls from callers that have caller-id block" and hangs up. My home number has caller-id block that cannot be overridden.---vpsps Sep 25 2014 4:52PM - BDG - Shane tried to call and first time it went to VM but did not allow to leave a message. Second time it rang and rang and did not go to VM. Calls were @ 4:48, 4:50bdg Sep 25 2014 4:45PM - Inbd ph customer LVM at 4:07pm stated that she was on hold for 6 minutes and then transferred 3 times so I called her back and she proceeded to tell me that she purchased a [redacted] cartridge yesterday and that when she got home it did not work and she works from home so she had to go to [redacted] and purchase one since we were no longer open. She then stated that Chuck started to yell at her telling her that there is nothing he can do for her except swap out the cartridge and she said no she wanted a refund and he told her that we have a no refund policy that all we can do is swap it out for her and she stated that she did not want that she wants a refund, I told her that yes we do have a no refund policy and that all we can do is swap out the cartridge for her or give her a store credit on her account and she said she did not want that and that she will be calling the Attorney Generals Office and the Revdex.com to report us and that is her right to do that do we not understand that the customer is always right and I told her that it is her right to call them if that is what she feels she needs to do but all businesses have policies and procedures and then she stated that we sold her something faulty and we have to give her a refund and I explained to her that we offered to give her another cartridge or a store credit to make it right and she started yelling stating that she wants her money back and that we have 24 hours to have an owner call and then hung up on me A**Sep 25 2014 5:29PM - WP - inbd WB SRcust returned in today with her opened cartridge wanting a refund... I informed her that we have a no return policy on opened cartridges and that I could swap it out on another... I also requested her to bring in her printer so I could find out why it wasn't working... she said she will NOT bring in her printer and that she went to [redacted] last night around 9PM and purchased cartridges and that I sold her a bad cartridge... I told her I can swap out the cartridge on another one off the wall but if she has issues with it I would need to verify the cartridge in her printer... I asked her if she went by the card in the box as I had explained in detail when she purchased the cartridge that she would have to hold down the red stop/cancel/reset button on her [redacted] printer to clear the alarm... she said the printer would only say that it was missing... I informed that this usually means that the electronics on the cartridge are bad and again offered to swap the cartridge... she said all she wanted was her money back and asked for the manager... I told her that I manage this store and that no matter who she talks to they will tell her the same as she wanted to know if I owned the store, I told her I do not and she said she wanted to talk to the owner. I once again told her that the owner will tell her the same thing and pointed to the signage behind me about no refunds on open cartridges... I said all I can do is swap your cartridge out for another...she raised her voice more and stated that she already had to get another cartridge from [redacted]... I told her I'm sorry you had to get one there but all I can do is swap your cartridge and I cannot refund it as it is open and that is store policy... she said I was closed when she came back and was yelling over me trying to Swap her cartridge and trying to explain that brand new OEM cartridges have a 3% failure rate and the reManufatured ones off the wall have a 3–5% failure rate and that is why we offer a 30 day guarantee that we will replace the cartridge... In the middle of this is when [redacted] (Acct [redacted]) walked in to get her cartridges reinked... I again offered to swap out her cartridge with the one I took off the wall for her and she grabbed her cartridge from me and stated she would be back in 28 days to swap it... I informed her that that would only give her 1 day of the guarantee on the swapped cartridge as it is 30 days from the original purchase... cust again raised her voice and stated she wanted to speak with someone else and wanted a number... I pointed to the number on her receipt and she stated that she didn't want to talk to me... I told her that that number rings all the stores... she then stated she doesn't want to just talk to a store but to an owner... I wrote down "Shane" on the top of the receipt and stated to ask for him as he is one of the owners... as she was walking out of the store she was still yelling about it and I raised my voice as I was by the back POS to attend the next customer that I'm sorry she felt that way as she was still stating I sold her a bad cartridge and was closed when she went to return it. I stated that we have hours and that I have a life outside of this store and can't be here 24/7.LCS Sep 24 2014 3:56PM - inbd WB SRcust purchased PRE-PG-210XL... paid CC

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

I cannot even read that attachment. What is that? I am still waiting for my refund of $16.96.

Regards,

Review: I subscribed to their internet service for many years and then Centurylink offered a "bundled deal". Being retired and on a fixed income it would save me money. When I called to cancel, I was told that there would be an early termination fee and I said I doubted that as I have been a customer many years. No further remarks about that. This was in May 2013. I never received a bill , phone call or anything else from the company so I figured they realized that I was paid in full. In December 0f 2013, they sent a bill to my credit card (which they previously used for my monthly bills). I went to the business and inquired as to why they were sending my credit card company a bill. He told me $150.00 was an early termination fee and $91.00 was because I did not return their router and attachments and because I never paid the termination fee or returned the equipment. I told him I never received a bill and inquired how it was sent. He said they would have sent me an E-Mail. I told him since I cancelled with them, an E-Mail with that address would go no where. He then said, well maybe we maialed it? I again told him I received no such notice and told him I had the router , etc. at home in a box and would bring it in. He said, no its yours now; your paying for it , do what you want with it. The next day, I took the equipment back to the business and they refused to accept it. I told them it was of no use to me and if they wanted $91.00 for it, it must have some value to their company. I asked for a signed receipt for it and they said they would not sign anything without the attorney looking it over. I left the equipment and left. They did show me a copy of my orginial agreement signed in March 2003. The termination sentence is in 1/16 inch size font and I told them that this was never mentioned when I signed it Ten years ago. It says that it is a renewal annually unless terminated in the same month that it was orgininally signed. I also asked why they were just now letting me know all this and he said, it was only 7 months ago??Desired Settlement: For this company to have this charge of $241.16 removed from my credit card .

Business

Response:

February 17,2014 To Whom It May Concern;

The Client signed a contract with our Company Innemet Inc. on 2/19/2010 that renews annually on the anniversary date for an additional term of one year. This makes; his anniversary date in the month of February each year. The client cancelled his service on 8/23/13 thus breaking the terms of his contract Due to him breaking the terms of the contract there is a $150.00 Early Termination Fee which he was informed of at the time he signed as well as when he deactivated his service on 8/23/13 at 5:26 pm.

The client further broke his agreement by not returning the complete kit of loaner equipment within 30 days. Thus per the agreement per page 1 of the DSL Subscriber Agreement PAYMENTS POLICIES AND TERMS: state w Accounts remaining unpaid for thirty (30) or more days shall be deemed delinquent and credit card provided by customer will be charged for outstanding fees.” Customer had until 7/5/13 to return the complete equipment kit. The client did leave equipment at our location on 1/15/14, but not the complete equipment kit provided to him. Per our contract all loaner equ ipment must be returned in fiill or the customer will be charged $91.16 for it. Per the terms of his agreement he agreed to have all charges automatically billed to his credit card.

We appreciate your prompt resolution to this matter in our favor.

Respectfully,

Innernet Inc.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: Just rec'd e-mail as I have been ill. I cancelled JUNE 2 or 3, 2014. The were correct that I did not return a phone cord that I had forgotten but they told me they did not want any of it back. I was pleased to see that they ENLARGED the contact so it could be read. The copy of the original that they gave me is micro small. However, since they are not associated with the Revdex.com and nothing can be done any further communication is a mute point. Thank you.

Regards,