[redacted] [redacted] [redacted] [redacted] *** Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed the response to complaint number [redacted] . Broadview Networks advises that contrary towhat [redacted] states in his complaint his land lines are not the subject ofthis complaint and has no relevance in this matter. The early termination fees are associatedwith the Broadview Networks Flex Connect product which Broadview Networksreferenced in response dated June *, 2015. It is [redacted] ’s positionthat he was unaware that he was signing a three (3) year contractualagreement however, it is BroadviewNetworks position that page one (1) ofthe signed contractual agreement provided on June *, 2015 states that the termlength is three (3) years. In additionthe following verbiage appears before the signature line “I have read and agree to the Master Terms and Conditions”, “I have readand agree to the Product-Specific Terms and Conditions”, “I understand thatthis Order Form and Agreement is for a term of 3 years and that earlytermination charges may apply if it is terminated early”, and “I have read andunderstand the VOIP Notification, Important Customer Information RegardingEmergency Services-911 Dialing”. It is [redacted] ’s belief thatthe purpose of any early termination fee is to cover the cost of equipment andthat the early termination fees are associated with a land line. Broadview Networks advises that the typeservice which the subject contract is for is not land line service. Additionally, Broadview Networks advises thatthe “Terms” section of the Master Terms and Conditions section of contract(please reference page 5 of Exhibit A provided on June *, 2015), this sectionstates “Customer agrees that these earlytermination fees represent liquidated damages and not a penalty and are areasonable estimate of the actual reduction in value of this Agreement that Companywill sustain.”Broadview Networks advises thatbased on the above there is no remedy that we can offer that would be to thesatisfaction of [redacted] . As based onissues presented within initial complaint as well as rebuttal it appears thatit is [redacted] ’s position he should not be liable for any early terminationfees. However, it is Broadview Networksposition that this customer signed the contractual agreement which was legibleand the verbiage used within it was very transparent. [redacted] [redacted] [redacted] [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As I was threatened with another set of early termination fees on my other landlines, I assumed those were the termination fees to which Broadview was referringI do not know the status of those termination fees.Regarding this other contract, I was never advised of my supposed contractual obligation to a three year contract and certainly would not have signed up for such a serviceI specifically asked whether the service that was proposed was something I could cancel at any time without penalty and was told 'yes'I was misled by the Broadview employee or contractor over the phone, who then assumed I would not read the fine print, which I confess, I did notIn any event, a $early termination fee is simply unreasonableThe purpose of any early termination to cover the cost of equipment in this case a landlineThere is no reasonable way that such a phone could be valued nearly that muchIn any case, they will get their equipment back long before it is rendered obsolete.Braodview's bait, switch and entrapment policy is completely unethical and I am well within my rights not to reward their behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
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by: June *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number ***. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we contacted *** *** via telephone to discuss the issuesreported within this complaint. ***
*** advised that he will not be paying Broadview Networks any money andhung up the phone.Broadview Networks advises thatwe find the allegations made within this complaint to be false. Broadview Networks advises that contrary tothe information reported by *** *** the “Early Termination Fees” that he isdisputing is associated with a three (3) year contractual agreement signed onSeptember *, by *** ***. This contractual agreement is associated with Broadview Networks FlexConnect product. This contractualagreement had a start date of October **, and a contractual end date ofOctober **, 2017. It is BroadviewNetworks position that *** *** failed to adhere to the terms of thecontractual agreement and therefore “Early Termination Fees” will apply.Concerning *** ***’sstatement “Furthermore, if you want to cancel service, you have to submitpaperwork, which they sit on for weeks while they continue to charge you”,Broadview Networks records reflect that on Friday May **, *** ***called into Broadview Networks Customer Care Department requesting todisconnect remaining services (services which did not port out to anothercarrier) on this account. *** ***was provided with a “Letter of Disconnect” which is required to disconnectservice he was advised to complete this form and return it via fax oremail. Broadview Networks received thecompleted form on Tuesday May **, 2015.Broadview Networks advises thatwe are within our right to bill this customer for early termination feesTherewas an active contractual agreement in place at the time which customer portedout and disconnected services. Broadview Networks ask that the Revdex.com reviews “ExhibitA” which is the signed contractual agreement which includes “Master Terms andConditions” as well as product specific “Terms and Condition”. It Broadview Networks position that the“Early Termination Fees” which will be billed on June *, is valid andcustomer should remit payment upon receipt of invoice. For the review of the Revdex.com also,attached is “Exhibit B” which is the required “Letter of Disconnect” todisconnect services. Reviewing date andtime stamp in the upper right hand corner of page, it is comprehensible thatthis form was received on May **, which is the date that services weredisconnected.Broadview Networks advises thatbased on the above we find this matter to be resolved, as there is nothing furtherwe can do. We attempted to contactcustomer to discuss our findings on the matter do our findings being contraryto the information provided by customer within this complaint. Customer was very adamant in his positionthat he will not be paying anything and further disconnected call. The subject matter is a contractual disputeand the terms and conditions of the contract were clear upon customer signingand therefore, the anticipated “Early Termination Fees” will be billed.If this customer would like tocontact me, I can be reached at ###-###-####.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Could Broadview please clarify the meaning of their legalese:“Customer agrees that these early termination fees represent liquidated damages and not a penalty and are a reasonable estimate of the actual reduction in value of this Agreement that Company will sustain.”What the *** is a "liquidated damage"? So I am not required to pay a "penalty" of $1044? No, see, that's a "reasonable estimate"Okay, well, of course! I suppose this is a "reasonable estimate" of what I would have paid had I stayed with this awful company for three years, except that I didn'tBut at Hotel Broadview you can check out any time you like, but you can never leave.Silly me, I actually believe what their representative told me on the phone about leaving "any time I wanted without penalty", which was really in fact true, since I am technically not paying a penalty, but rather a "liquidated damage".I am sure this all makse perfect sense to the Wizard of Broadview, but it is this type of obscure language that made their fine print completely unreadable for the average consumerIt sounds like you got a good little scam going.Sorry if I'd rather not play
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated to this account. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises this customer did have Broadview Networks DVL service from January 2016 through September 2016. . The monthly charge for the DVL service was $38.99 however, that amount is exclusive of taxes, surcharges and fees. In September 2016 [redacted] requested to have her telephone number converted from the DVL service to a POTS telephone number. In order for the conversion to be done Broadview Networks had to place an order with Verizon (LEC) to have a new line installed as DVL and POTS are different service types. Verizon installed a new line which had a temporary number assigned to it. The temporary line was disconnected in error by Verizon in November 2016 which caused customer to lose service as her original telephone number was dependent upon temporary line. Broadview Networks then placed an order with Verizon to have this line reinstalled, the order was delayed on several occasions by Verizon and lime was not back up and working until January **, 2017. Broadview Networks advises that following confirmation that this line was restored Broadview Networks credited this account in the amount of $148.68. Due to Broadview Networks billing one (1) month in advance Broadview Networks provided customer with a 50% credit for invoice dated October **, 2016 ($37.22); 100% credit for invoice dated November **, 2016 ($74.48); and 50% credit for invoice dated December **, 2016 ($36.98). Additionally, per the request of customer was also, waived the account fee which is a tariffed billed on all business accounts. Broadview Networks finds this matter to be resolved. We offer our apologies to [redacted] and her company for inconveniences caused. [redacted] has been provided with my direct telephone number shall she require assistance in the future. [redacted] ...⇄[redacted] ...⇄ [redacted]
The Revdex.com [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted] Dispute has been resolved by:...
September *, 20** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Broadview Networks advises that on October **, 2015 [redacted] signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for the Office Suite product. TheT1 circuit required to have to this particular type of Office Suite service was installed by Verizon on November **, 2015. The Tine Warner circuit which this customer references in the complaint was a circuit which customer was to use for failover service. Failover service is a back up service customer may choose to get and if their primary service was to go down the failover service would automatically come on. As of November **, 2015 the customer requested to not proceed with the porting of the telephone numbers. As of December **, 2015 customer alluded to the fact that they may want to cancel the order in its entirety. The circuit was ultimately disconnected as of February **, 20** due to non payment and no customer communication. This customer was billed an early termination fee in the amount of $16,000.00 due to the fact that this order was canceled post test and accept of the circuit from our vendor and additionally, circuit had already been installed. Reviewing 'EXHIBIT B' which is the "Product-Specific Terms & Condition" this early termination fee is valid. The circuit was installed the remaining work which was needed was the porting of telephone numbers and training of the use of the phone equipment provided, all which were delayed on the customer part. Additionally, customer references that fact that they immediately started to be billed for a circuit which they did not see. Whether or not the circuit was in there view the circuit was installed as of November **, 2015. This being the case there was a facility charge assessed as of December *, 2015 as circuit was there however due to customer delays circuit was not being used. Broadview Networks advises that based on the above we find the early termination fees billed to be valid. However, we are open to discussing this matter further with hopes of reaching an amicable resolution. In regards to equipment belonging to Broadview Networks, customer can contact me, Lisa Taylor, directly at 914-9**-7643 so that she may provide information to receive prepaid shipping labels to return the equipment. Lisa T[redacted] �...⇄ [redacted] [redacted]
[redacted] [redacted] ...⇄ [redacted] Tell us why here...
[redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that on November **, 2015 [redacted] signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for services. The service start date was January **, 2016.Broadview Networks further advises that though services were active as of January **, 2016 this customer did not make any payments on their account until April ** 2016 at which time they rendered payment to cover invoices dated January **, 2016; February **, 2016 and March **, 2016. After the payment was received on April *, 2016 there were no further payments made on this account. Broadview Networks records reflect that on March **, 2016 [redacted] called into Broadview Networks Billing Department disputing invoice dated February **, 2016 in the amount of $518.54. It was explained to [redacted] that the $518.54 included a past due balance owed in the amount of $355.96. As of June **, 2016 this customer's service was interrupted (service suspended one way, outgoing calls prohibited) for nonpayment. Several communications was sent out to customer via U.S. mail and telephone calls were made to customer advising of the pending service interruption due to nonpayment. As of the date of service interruption this customer had an account balance owed in the amount of $455.28. Of the account balance owed $299.18 was past due and $156.10 was current. After no attempts to resolve balance was made by customer Broadview Networks disconnected this customer's service for nonpayment on July **, 2016. On July 27, 2016 [redacted] called into Broadview Networks Billing Department regards to invoice dated July **, 2016 in the amount of $3786.77. It was explained to [redacted] that Broadview Networks had received no payments on this account, invoices dated April **, 2016; May **, 2016; and June **, 2016 were past due. Additionally, [redacted] was advised that an 'Early Termination Fee' in the amount of $3786.77 had been assessed to invoice dated July **, 2016. On August *, 2016 [redacted] called into Broadview Networks Customer Care Department requesting that service be reinstalled. It was explained to [redacted] that we will reinstate service however, we will require a prompt payment to cover account balance minus the 'Early Termination Fees'. Broadview Networks advises that reinstating service would cancel out the 'Early Termination Fees' once payment is rendered. Services were reinstated as of August **, 206 however, customer did not render payment. After several communications were mailed to customer and voicemail messages were left regarding past due balance service was again interrupted for nonpayment as of October **, 2016. Customer attempted to have services reinstated on November *, 2016 however, Broadview Networks declined to do so due to customer payment history. As of November **, 2016 the account was thoroughly discussed with [redacted], and it was explained to him that due to the payment history on this account we cannot reinstate service. [redacted] was further advised that the 'Early Termination Fees' are valid as Broadview Networks was within their right to disconnect service for nonpayment and therefore, his organization did not adhere to the terms of the contractual agreement. It was further advised that Broadview Networks is willing to set up a reasonable payment arrangement. Broadview Networks would like to confirm that we did receive the equipment which belongs to Broadview Networks from customer. Broadview Networks further advises that there is no notes on this account indicating that customer has ever advised Broadview Networks of not receiving invoices, nor have they ever requested to have billing address updated to a Post Office Box. Broadview Networks advises that based on the above we find this matter to be resolved. Broadview Networks was within their right to disconnect service for nonpayment. Additionally, the 'Early Termination Fees' are valid as customer failed to uphold there end of the contractual agreement. [redacted] ...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: November **, 2016
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[redacted]Dispute has been resolved by: September *,...
2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. Broadview Networks has also reviewed the account associated with this complaint. Upon receipt of this complaint we contacted [redacted] via telephone.Broadview Networks advises that when speaking with [redacted] on August **, 2015 she advised that all telephones were returned to Broadview Networks in working status. However, it is Broadview Networks position that yes the phones were returned however, they were returned damaged, therefore, we are unable to assign these returned phones to another customer. Reviewing ‘EXHIBIT A’ which is a picture of the box we received under [redacted] Tracking No. [redacted], this picture was taken as it was received due to the box being opened and within the opening it is clear that there was no packaging material placed within the box by the sender. Viewable in the picture is a [redacted] Package which appears to be a package that is used for shipping however, it is not used nor is it meant to be used as packaging material to protect contents of a box. Based on this photo it is clear that it would be all but impossible for the subject telephones to have been returned to Broadview Networks in working and presentable condition. This being the case it is Broadview Networks position that the fee of $600.00 which was billed on invoice dated June *, 2015 is valid and will not be waived. On invoice dated June *, 2015 this customer was also, charged in the amount of $1000.00 for failing to return an IAD. When speaking with [redacted] on August **, 2015 she advised that the IAD was returned under tracking number [redacted]. [redacted] was advised that we will check inventory on this package and contact her back. It was found that the content of the package delivered to Broadview Networks under tracking number [redacted] was in fact an IAD. However, the IAD that was returned to Broadview Networks is associated with service which Broadview Network provided to customer at service address [redacted]. The IAD devices contain serial numbers; the serial number on the returned device was [redacted]. This customer was billed for failing to return IAD device with serial number [redacted] which is installed at [redacted]. Based on the above Broadview Networks advises that we find the balance on this account to be valid. The “Terms and Conditions” of the contractual agreement are transparent. Reviewing page six (6) of ‘EXHIBIT B’ specifically referencing “Additional Customer Responsibilities” it does state “Customer shall be liable for damage to Company equipment”. Broadview Networks is open to possibly offering a settlement agreement for the damaged phones. However, the IAD must be returned back to Broadview Networks in order to credit the $1000.00 equipment fee associated, there will be no settlement offered for that device. Broadview Networks has left voicemail messages for [redacted] in an attempt to discuss our findings however, we have not received a call back. If [redacted] wishes to discuss this matter further in an attempt to work towards an amicable resolution she can reach out to me [redacted] at ###-###-####.[redacted] [redacted]
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[redacted] [redacted] Firm’s statement of position andoffer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone. Prior to the receipt of this complaint [redacted] was being assisted by Broadview Networks Repair Department and BroadviewNetworks Customer Service.When speaking with [redacted] headvised that he wished to port services away from Broadview Networks due toservice issues that have been in existence since the installation of service. The service issue was reported to BroadviewNetworks on April *, 2015 and a Broadview Networks technician was dispatchedout to [redacted]’s premise on April **, 2015. The Broadview Networks technician reported back that he found no issues onthe Broadview Networks side. Due tothere being two (2) providers involved with this customer’s service type (Broadview Networksand Cablevision which is the Internet Service Provider) Broadview Networksbegan running remote test in an attempt to isolate where in fact the issue lies at. Our findings were that the issues are on the side of either thecustomer’s network or the Internet Service Provider. As of today Broadview Networks has referred[redacted] to his Internet Service Provider and we have provided him with areport to furnish them with, whichoutlines our findings. [redacted] advises within hiscomplaint that Broadview Networks ported a telephone number over that he didnot want ported over to Broadview Networks. Reviewing the Letter of Authorization signed by [redacted] we found thatthis telephone number was listed on the Letter of Authorization. Due to the fact that this telephone numberwas being used for alarm system though it was listed on the Letter ofAuthorization it should not have been ported over to Broadview Networks as theservice type that [redacted] has cannot work with an alarm system. Upon being made aware of this [redacted] wasadvised that he would have to call into Cablevision to initiate the portrequest as this must be done by the account holder. However, we did assist [redacted] withgetting this telephone number ported back to Cablevision immediately uponreceipt of the order placed by Cablevision. Broadview Networks advises thatwe would never refuse to allow a customer to cancel there service. However, had we agreed to disconnect serviceper the request of [redacted] that would have left him with no working phone service. In order for service to continue working [redacted] would have had to contact another carrier to have his telephone numbersported away from Broadview Networks to the carrier of his choice. We wanted to ensure that [redacted] had clearunderstanding of this prior to disconnecting services. In addition [redacted] does have a three yearcontractual agreement and terminating services with Broadview Networks wouldhave resulted in early termination fees being incurred unless in fact it wasfound that there was an adequate ground that warrants this customer terminatingservice. As of today April **, 2015 afollow up call was made to [redacted] to ensure that he was made aware of theBroadview Networks technicians findings and to offer additional assistance ifneeded. We will continue to work with[redacted] and I will provide him with my direct contact number in the eventthat he needs assistance in the future. Wehave attached a copy of the Letter of Authorization which is labeled atAttachment A as well as the signed three (3) year contractual agreement labeledas Attachment B. In no way doesBroadview Networks condone the porting of telephone numbers without theauthorization of the account holder. [redacted] �...⇄ Case#: [redacted] ...⇄ Date: 4/**/15
[redacted] [redacted]
Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. We have contacted [redacted] via telephone and prior to the receipt of this complaint [redacted] was being assisted by Broadview Networks Repair Department. There are two (2) matters which are the subject of this complaint, both are related. [redacted] has an OfficeSuite circuit with Broadview, which [redacted] is the Local Exchange Company (LEC) which owns the facilities for which this circuit runs off of. [redacted] also, has a Dedicated circuit through Broadview Networks (being resold from Time Warner). The Dedicated circuit is in place to prevent loss of service shall the OfficeSuite circuit go down, the services circuit will automatically go over to the Dedicated circuit, this is called failover service. The failover circuit was installed, tested and proved to be working on March [redacted] 2016. On February [redacted] 2017 this customer’s OfficeSuite circuit went down, making service inoperable. Customer was affected by a [redacted] failure, due to [redacted] owning the facilities the needed repair had to be done by [redacted]. A [redacted] technician was dispatched out to address this matter on February **, 2017. The [redacted] technician found that there were no spares to move the circuit to and therefore the matter was referred to [redacted]’s Cable Maintenance Department. On February [redacted] 2017 a [redacted] Foreman reported back that there was trouble in a section at [redacted] between [redacted] and [redacted]. At said time [redacted] did not have access to the manhole due to a crane being stationed. [redacted] installed a 4G suitcase at this customer’s location on February **, 2017. The 4G suitcase was installed to give customer temporary voice service, The failure which this customer was affected was completely cleared on March *, 2017. During the failure which caused loss of service on the OfficeSuite the customer’s failover service did not work. Customer brought this to the attention of Broadview Networks on February **, 2017. Broadview Networks found the Dedicated circuit to up with no trouble. A Broadview Networks technician was dispatched out on February **, 2017. The Broadview Networks technician found that the IP Address range originally assigned to be used for failover had been removed. Broadview Networks then placed an order with Time Warner for a new IP Address. Time Warner provided a new IP Address on March **, 2017. A Broadview Networks technician was dispatched out on said date however, the premise was closed. A Broadview Networks technician will be dispatched out on Thursday March **, 2017 which is the date requested by customer’s IT person. In an email dated March **, 2017 customer’s IT person confirmed via email he had recently obtained a new IP Address range for the Sonic Wall router therefore, there will no longer be a conflict with the VOIP router associated with failover service. The cause of failover service not working has been isolated to be due to customer’s IT person utilizing the IP Address associated with failover service for customer Sonic Wall (not provided by Broadview Networks). Broadview Networks has applied an out of service credit to this account in the amount of $500.00 to cover loss of service associated with OfficeSuite circuit. The out of service credit granted exceeds monthly recurring charge for this circuit by $26.55. Though [redacted] requested that Broadview Networks considers covering charges associated with his vendor invoices for failover not working, Broadview Networks cannot cover the vendor charges associated with failover not working as the error which caused failover to not work was made by the customer’s vendor. Broadview Networks will follow up with customer following the March **, 2017 technician visit. [redacted] ...⇄[redacted] ...⇄ [redacted]
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[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
September *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we were already working with [redacted] of The [redacted]
[redacted] via a complaint filed with the Federal Communications Commission.Broadview Networks advises thatthough we are this customer telephone carrier, [redacted] is the Local ExchangeCompany who owns the facilities associated with this customer’s telephonenumbers. [redacted] is the only entity thatcan make repairs to the facilities. Allservice issues reported by Broadview Networks customers are addressed by[redacted]. Broadview Networks advisesthat at the time in which this complaint was received this customer had no dialtone on one (1) out of two (2) telephone numbers with Broadview Networks. Broadview Networks aggressively approached[redacted] in regards to making a permanent fix due to chronic issues which this customerhas experienced between May 2015 and present. This matter was escalated to [redacted] Management whose only offer inregards to a permanent fix was to migrate this customer to [redacted] lines asoppose to the upgrading the outdated copper lines this customer’s service iscurrently operating off of. Customerdeclined this offer citing that while they do have some [redacted] lines they do notwish to migrate all lines to [redacted], as having all lines running off of [redacted]will possibly result to a total out of service issue in the event that theylose power.It is Broadview Networksposition that any customer should have an option to which service type they aresubscribed to. However, BroadviewNetworks cannot mandate [redacted] to making any changes that they do not deemnecessary. Reviewing the ‘EXHIBIT A’which is email communication between Broadview Networks Repair Department and[redacted] Management it is clear that Broadview Networks was very precise as towhat our expectations were in regards toa permanent resolution to the ongoing service issue. We further were very precise incommunicating that our customer did not wish to be migrated over to [redacted]however, it seems that is the only option [redacted] is willing to provide inresponse to our request for a permanent resolution is for customer to bemigrated over to [redacted].Currently both telephonenumbers are up and working. While wecannot mandate [redacted] to make any upgrades to the copper facilities, we can besure that Federal Communications Commission is fully aware of the serviceissues this customer has faced over the past few months. We will further be sure to express to the FederalCommunications Commission that [redacted] indirectly attempted to force thiscustomer into migrating to a service which they do not choose to have as opposeto making the necessary upgrade to the facilities of there current servicetype. Broadview Networks willcontinue to assist this customer with any and all service issues that mayarise. We will continue to address[redacted] in an aggressive manner on behalf of our customer to ensure that ourcustomer receives the quality service which they are paying for. Broadview Networks has placed an out ofservice credit on this account in the amount of $150.00, additionally thiscustomer will receive an e-coupon in the amount of $50.00 which can be appliedtowards a future invoice. Lisa T[redacted] �...⇄ Complaint#: [redacted]Legal & Regulatory Specialist ...⇄ Date: September *, 2015Tell us why here...
[redacted] [redacted]
Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that reviewing this account and cross comparing it to issues reported by customer we found that on June *, 2012 [redacted] signed a three (3) year contractual agreement with Broadview Networks. Terms and Conditions page of this contract does state "The service term will automatically extend for additional one (1) year periods, unless Customer notifies Company in writing of its intent not to renew at least thirty (30) days prior to the end of the ten current ter." Please reference page (6) of 'EXHIBIT A'. When speaking with [redacted] she advised that they were unaware of this due to person who previously handled contract no longer being employed by her company. This being the case Broadview Networks advised that though Early Termination Fees are valid we will waive the Early Termination Fees as a courtesy. [redacted] also, expressed her dissatisfaction with the manner in which her request for a contract was handled. Reviewing this account from January 2016 through present, I do not see any notes indicating that an actual request for a copy of the contract was made. However, a note in the system does relfect that on July **, 2016 Paul Dickinson called into Broadview Networks Customer Care Department. She is inquired about there service set up and whether or not the equipment was being rented by her customer. Additional notes, in the system reflect that [redacted] called in to Broadview Networks Customer Care Department on October **, 2016 due to an 'Early Termination Fee' warning letter she received, however, the notes does not reflect a request for a copy of the contract. Ultimately, [redacted] did advise that she received a copy of the contract and I did advise [redacted] that all calls made into Broadview Networks Customer Care Department will be reviewed so that we may confirm if there was any errors made in assisting her company and address as needed. [redacted] further advised that the copy of the contract she received was not clear. In response I did advise [redacted] that all customer are provided with a copy of the contract upon signing, however, any copies of contracts that are provided to customer's are from a database which stores scanned documents. On November **, 2016 [redacted], Paula and myself participated in a conference call so that we may discuss all current issues which customer had with bill. At this point it was advised that this account will not incur any 'Early Termination Fees' shall they port out service therefore the main focus was in regards to the account balance owed, which at said time was $571.45. It was explained to [redacted] and Paula that the last time which this account was current was as of invoice dated July *, 2016. No payments had been made for the July *, August *, until September 2016 and though there was three (3) payments rendered in September 2016 the payments were short of remittance amount requested on invoice. [redacted] and Paul brought to my attention a missing payment in July in which there bank paid the incorrect vendor, reviewing notes on account I did find this matter had been reported to Broadview Networks. They further advised that there was additional billing disputes brought to the attention of Broadview Networks which is why the requested payment amount was not rendered to Broadview Networks. I advised that reviewing this account I found the below listed credits had been placed on this account (credit reasons are indicated in parenthesis next to credit amount: 8/**/16 Credit posted in the amount of $63.70 (charges incurred when customer made changes via customer portal, it is believed that customer may clicked on something incorrectly). 9/*/16 Credit posted in the amount of $14.00 (Credit for one (1) telephone as customer downgraded phone amount from nine (9) to four (4) in July however, was invoiced in August for five (5) phones. 9/*/16 Credit posted in the amount of $19.65 (Late fee billed on August invoice). Upon completion of discussing all credits placed on this account as a courtesy Broadview Networks agreed to credit late fees which has generated on this account between September and November 2016 due to past due amounts which were on this account during each billing period. The credit which was granted was in the amount of $60.93 and it was posted to this account on November **, 2016. Based on the above Broadview Networks finds this matter to be resolved. We do apologize for any inconvenience which was posed upon this customer and her company. Broadview Networks would like to ensure this customer that "Customer Satisfaction" is a top priority of Broadview Networks and therefore, upon review of calls made into Broadview Networks Customer Care Department we will address where needed. The 'Early Termination Fee' will be waived upon customer porting out services and customer has been provided with my direct contact information. [redacted] ...⇄[redacted] ...⇄ [redacted]
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[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated this complaint. Upon receipt of this complaint we immediately contacted this customer via telephone. When speaking with this customer she advised of the following issues: billing issues, receipt of incorrect product as she request to be upgraded to the most newest phone system Broadview Networks had available, issues with the handling of issue by her account representative, receipt of product that did not have the capabilities she inquired about and receipt of product with no set up instructions. Reviewing this account the billing coincided with the receipt of a product that did not have the capabilities which this customer inquired about. This customer ordered a headset from Broadview Networks and was under the impression that the headset had the capability of placing a caller on hold via the headset. Upon receipt of the headset she found that this was not the case. The customer then returned the headset to Broadview Networks. The cost of the headset was $279.00 and this amount in addition to a $27.04 tax credit has been placed on this account. In regards to customer requesting the newest model phones available, it was found that on August **, 2016 this customer called in to upgrade to newer model phones. At said time this customer had two different phone types which is model number [redacted] and model number [redacted] which has more capabilities than the 5320. The assisting representative offered to upgrade customer to the [redacted] and allow customer to return the [redacted] phones. Upon receipt of the new [redacted] phones the customer received a brochure which entailed a newer model phone 5360. At this time the customer is seeking to return the [redacted] model phones and receive the 5360 model phone, while Broadview Networks has advised customer that she can upgrade to the 5360 model phones and we will waive the restocking fee that is charged, we also notified customer that the 5360 model phones are priced at $23.00 per phone, which will be an increase of $6.00 per phone. Customer is requesting that she receives the same pricing that she is currently receiving of $17.00 per phone. Customer has been advised that a discount of such requires approval from another department, a request has been submitted and we are currently awaiting a response and customer will be notified when a determination is made. Additionally, customer reported that though she is being billed for Broadview Networks Softphone product she never received instructions on how to use it. Our records do show that upon ordering the Softphone product a welcome email was sent to customer which contained a link to download the Softphone application. This matter was directed to Broadview Networks Technical Support Department to have customer contacted to assist with setting up the Softphone service. A technician did reach out to customer however, the customer advised that she did not have access to the computer which the Softphone service would be set up on. Customer was advised to contact me, Lisa T[redacted] when she has access to the computer and I will have a technician contact her to assist her. We have credited back the cost of the Softphone product, customer was billed the monthly recurring charge of $2.95 and additional prorate charge of $2.85 therefore, the total credit placed on the account for the Softphone product is $5.80 (please note customer was billed as of invoice dated September **, 2016 for this product). Customer also, advised that they returned the power over ethernet adaptor cords which are provided with phones, therefore an additional $3.81 credit was placed on this account. A tax credit for the Softphone product and power over ethernet adapters was also placed in the amount of $1.47. As a courtesy Broadview Networks has also credited back the late fee and interest charged for a past due balance billed on invoice dated September **, 2016 in the amount of $31.04. In regards to customer dissatisfaction with the account representative, the individual's Director has been notified and customer has been directed to reach out to me, Lisa T[redacted] directly shall she need assistance with anything. Broadview Networks advises that all issues have been resolved. Once we receive a determination regarding pricing for the model number 5360 phones we contact customer to advise. Broadview Networks greatly apologizes for any inconveniences which this customer was caused. It always the goal of Broadview Networks to provide quality service and quality customer service. All issues, presented by this customer have been looked into in depth and where needed corrective action has been taken. [redacted] ...⇄ [redacted] [redacted] [redacted] ...⇄ [redacted] [redacted]
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[redacted] Dispute has been resolved by: September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the noticeof rejection to our response to complaint number [redacted]. Having reviewed the rejection response it isBroadview Networks position that charges for damaged and unreturned equipmentin the amount of $1600.00 is valid. Weare in agreement with [redacted] that the four (4) telephones which is BroadviewNetworks equipment was returned however the equipment was returned damaged in amanner that these phones cannot be distributed to anyone else. The picture provided with our response datedSeptember *, 2015 displays phones as we received them with no form of packagingmaterial in the box and additionally the phones were just thrown in thebox. While it is [redacted]'s positionthat damage can be expected due to the length of time that the phones wereutilized by her company, it is Broadview Networks position that the terms andconditions regarding the leasing of the phones were clear as were ourexpectations on receiving the phones back in optimal condition. Though [redacted] requested that BroadviewNetworks files a claim with Federal Express regarding the damaged equipment,Broadview Networks cannot contest to whether or not this equipment was damagedin transit as again the customer did not include any packaging material in thebox with the phones. Additionally, thephones were just thrown in the box. Regarding the IAD device as explained to [redacted] duringour telephone conversation on September **, 2015 we do recognize that there wasan IAD device sent back to Broadview Networks however, that was the IAD deviceutilized in the New York location which Broadview Networks previously providedservice to. This customer was providedwith a new IAD device for her location in Texas,and our records indicate that service as being provided via the IAD deviceshipped to customer for the Texaslocation. Ultimately, while it is Broadview Networks position thatbilling is valid and the scenario with the equipment is that as explained inour previous response. As a courtesyBroadview Networks has credited out this account and finds this matter to befully resolved. This customer will notreceive any further communications in regards to the damaged and unreturnedequipment. This account now has a zero balanceand is in closed status. [redacted] �...⇄ [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties[redacted]
[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
July *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this case. Upon receipt of thiscase we immediately contacted [redacted] via telephone. When speaking with [redacted] he advised ofthe following issues that his company had with Broadview Network, immediately followingthe issues he reported is Broadview Networks resolution for each.Issue #1 Customer reported thathe cannot receive calls on the phone associated with extension [redacted]. The phone does not ring and he can only pickup the phone when it is on park. Healso, reported that he cannot hear the person on phone associated withextension [redacted]. In response to this reported issue Broadview Networks opened a repairticket and changes were made on the technical side to the customer set up. Upon completion the Broadview Networkstechnician confirmed with [redacted] that the service issues had been resolved.Issue #2 Customer advised thathis bill is much higher than price indicated in contractual agreement. Reviewing all invoices generated betweenApril 2015 and June 2015. We found that customer was billed for thenewly installed [redacted] service which did reflect the correct price however;he also, was billed for [redacted] service which was the previous service he hadbefore converting to [redacted]. Broadview Networks found that customer wasbilled for both services on invoices generated in April as well as May. Therefore, we credited this account for theincorrectly billed [redacted] service in the amount of $268.06 which includesapplicable taxes and surcharges. Wealso, provided a credit in the amount of $66.75 which covers the late fees andinterest billed on invoice dated June **, 2015.Issue #3 Customer reported thatthere fax telephone number was never converted from E-Fax to a [redacted] telephonenumber as they requested. Reviewing this matter I found that uponrequest from customer Broadview Networks did place an order with [redacted] tohave a [redacted] telephone number installed, please note that [redacted] is the LEC for the area which customer is located. [redacted] had to clear trouble in thefacilities which the line was to be installed therefore, this caused adelay. Upon installation of lineBroadview Networks dispatched a Broadview Networks technician out to performthe swapping of the lines, the Broadview Networks technician could not locatethe newly installed line. This matterhad to be referred back to [redacted]s to have them tag and locatethe newly installed line. After[redacted] tagged and located this line, Broadview Networkstechnician was dispatched to perform swapping of the lines. After confirming with customer that issuewas resolved Broadview Networks credited this customer $25.00 to cover chargebilled for E-Fax service on June **, 2015 and we have removed billing since theconversion of the line to a [redacted] line. Broadview Networks advises thatwe have reviewed billing in it’s entirety with this customer. We have corrected service issues andconfirmed with customer that service is working properly. We also, ensured that the telephone numberwhich customer no longer needed was disconnected as per customer’s request andwe provided credit in the amount of $142.62 which covers monthly recurringcharges on invoices dated April **, 2015, May **, 2015 and June **, 2015. The remaining issues which customer is beingassisted will be handled by the assigned Sales Representative, those issuesare: adhering to customer request for on site training of phone system, customer’srequest for a wireless headset, customer request to exchange one telephone fora different model, and customer request for an overhead paging system. It is believed that there was a strongmiscommunication and when trying to identify all issues customer had, however,Broadview Networks was able to resolve all reported issues. Customer has been provided with me, [redacted], direct contact number and email shall he require additionalassistance. Broadview Networks findsthis matter to be resolved.[redacted] �...⇄ Complaint#: [redacted] ...⇄ Date: July *, 2015
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 11192575, and have determined that my complaint has NOT been resolved because:
What ever Broadview said about myself being "forced into" is absolutely false. I was not forced into anything but the sources from Clever 1 and the IT people that does business with Broadview, told me that I would have to find my own internet service provider on my own and would not have ONE consolidated bill. Upon all that, I only received a few paper documents to sign with no outline guide of what is says about a $100 cancellation fee (still have the docs on file that was sent to me). I have no evidence or proof of what work they did for my place of business.Also, someone from Broadview contact me but was straight rude and the female raised her voice as soon as I said " I will not pay for something that has not been executed at my place of business." After that being said, every time I tried to talk she would interrupt me while I was talking to her. This was very rude and disrespectful and got to the point of going nowhere, so, I hung up on her.Bottom line is, I am not going to pay for something that a company has not executed any kind of work on their end. I understand why customers are frustrated with this company, because of the consistent billing issues I keep reading on google and Revdex.com.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Joe Choi
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[redacted] Dispute has been resolved by:...
September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone.Broadview Networks has done athorough review of this account and it is our position that there was nowrongdoing on Broadview Networks part and the account balance owed in theamount of $5572.18 which includes early termination fee in the amount of$3525.90 is valid. Broadview Networksdenies the allegations made by [redacted] regarding his services not working, asthe attached, call records displays outbound calls were being made by thiscustomer. The terms of the contractualagreement (please see ‘EXHIBIT A’) indicates that this was a customer installmeaning the customer would install the phone equipment provided by BroadviewNetworks. The terms of the contractualagreement also, indicates that customer will be provided with a training session.what was done and [redacted] did participate, please see email (‘EXHIBIT B’)that was sent to [redacted] following training that was done. Following the training being done customerdid not respond to any request to authorize Broadview Networks to port theremain number and therefore they continued to work off of the telephone numbersprovided by Broadview Networks. Trainingwas done in on December **, 2014. On March **, 2015 [redacted]spoke with his account manager requesting that a technician be sent to hispremise. Due to Broadview Networksshowing that all phones were logged in and working the Project Manager offereda free training session and [redacted] declined please see email communication labeled as‘EXHIBIT C’. Being that the phones werelogged in and we showed outbound calls being made the Project Manager actingfrom an area of expertise felt that a training session would be suffice. Had the Project Manager agreed to dispatchout a technician this fee would have been in the area of $750.00 therefore, theProject Manager acted from a customer first perspective to avoid customerincurring unnecessary fees. Ultimately, it is BroadviewNetworks position that we did provide the service which [redacted] ordered andsigned a contractual agreement for. Theattached outbound call records labeled as ‘EXHIBIT D’ demonstrate that thiscustomer did have and was utilizing services via Broadview Networks. The assigned Project Manager attempted toassist [redacted] with any questions he may have had by offering an additionaltraining for free. Broadview Networks isunable to credit the early termination fees and we find the balance owed to bevalid. If [redacted] would like Ican assist him with reinstalling theBroadview Networks equipment which he still has at his premise or if [redacted]wishes to discuss a settlement agreement he can contact me at ###-###-####. It is Broadview Networks goal to resolve thismatter in an amicable fashion. [redacted] ...⇄ [redacted]
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The Revdex.com Serving Westchester, Putnam, Dutchess, Orange, Ulster, Sullivan & Rockland Counties 150 White Plains Road, Suite 107, Tarrytown, NY 10591 ~ Tel: (914) 333-0550 ~ Fax: (914) 333-7519 ~ Email: [email protected] Dispute has been resolved by:...
March 15, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number 11192575. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted Complainant Joe Choi via telephone. Broadview Networks advises that on November 13, 2015 Mr. Choi signed a three (3) year contractual agreement for Broadview Networks ‘Office Suite Flex Connect’ product. The customer was contacted via email on November 24, 2015 by the assigned Broadview Networks Project Manager who introduced herself and on December 1, 2015 an implementation call with Mr. Choi was done at which time the specifics of the order was confirmed and customer was advised of CAT5 wiring which he would need to complete on his end. A follow up email was sent to Mr. Choi on December 9, 2015 at which time it was inquired if the CAT5 wiring had been completed or if he would like CAT5 wiring to be completed by a Broadview Networks technician he was advised of pricing. It was at this time that customer was also, asked to provide Broadview Networks with a list of names and extension for the phones which were to be provided by Broadview Networks. Mr. Choi provided the extensions and names for the phones but advised that he will inquire on his end if there was anyone that could do the cabling. On December 14, 2015 Mr. Choi notified the assigned Broadview Networks Project Manager that “after discussion with his colleagues he would like the order to be placed on hold as it is believed that IP Cloud is not a good fit for his business”. The order was ultimately canceled after we received no further communication from customer. The one hundred dollar ($100.00) cancellation fee which this customer was billed is indicated within the contractual agreement that Mr. Choi signed. Reviewing page two (2) of ‘Exhibit A’ prior to customer signature section it does state “I have read and agree to the Product-Specific Terms and Conditions”. Further reviewing page ten (10) of ‘Exhibit A’ specifically section (c) entitled “Service Provided without Access” it does state “If customer cancels order before Service start date, Customer is subject to a $100 Order Cancellation Fee for each canceled circuit.” Additionally, it is Mr. Choi’s position that he was forced to find his own internet provider as oppose to being able to have one (1) provider, this statement is false. Broadview Networks does provide internet service as well. Based on the above it is Broadview Networks position that the cancellation fee imposed is valid as it is clearly indicated within the ‘Product-Specific Terms and Conditions’. Broadview Networks advises that while this customer feels that this fee should not be billed due to there being no installation done at time of cancellation, however, in actuality once an order is inputted into the system and customer is contacted the service preparation begins, as information which is needed to prepare the service is obtained during the implementation call. Broadview Networks advises that based on the above we will not be able to credit back the cancellation fee and we find that the fee is valid. Ultimately, Broadview Networks cannot take accountability or waive any fees on the grounds that Mr. Choi did not consult with his colleagues prior to the signing the contractual agreement. Lisa Taylor ...⇄ Complaint #: 11192575 Legal & Regulatory Specialist ...⇄ Date: March 15, 2016
[redacted] [redacted] [redacted] [redacted] *** Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed the response to complaint number [redacted] . Broadview Networks advises that contrary towhat [redacted] states in his complaint his land lines are not the subject ofthis complaint and has no relevance in this matter. The early termination fees are associatedwith the Broadview Networks Flex Connect product which Broadview Networksreferenced in response dated June *, 2015. It is [redacted] ’s positionthat he was unaware that he was signing a three (3) year contractualagreement however, it is BroadviewNetworks position that page one (1) ofthe signed contractual agreement provided on June *, 2015 states that the termlength is three (3) years. In additionthe following verbiage appears before the signature line “I have read and agree to the Master Terms and Conditions”, “I have readand agree to the Product-Specific Terms and Conditions”, “I understand thatthis Order Form and Agreement is for a term of 3 years and that earlytermination charges may apply if it is terminated early”, and “I have read andunderstand the VOIP Notification, Important Customer Information RegardingEmergency Services-911 Dialing”. It is [redacted] ’s belief thatthe purpose of any early termination fee is to cover the cost of equipment andthat the early termination fees are associated with a land line. Broadview Networks advises that the typeservice which the subject contract is for is not land line service. Additionally, Broadview Networks advises thatthe “Terms” section of the Master Terms and Conditions section of contract(please reference page 5 of Exhibit A provided on June *, 2015), this sectionstates “Customer agrees that these earlytermination fees represent liquidated damages and not a penalty and are areasonable estimate of the actual reduction in value of this Agreement that Companywill sustain.”Broadview Networks advises thatbased on the above there is no remedy that we can offer that would be to thesatisfaction of [redacted] . As based onissues presented within initial complaint as well as rebuttal it appears thatit is [redacted] ’s position he should not be liable for any early terminationfees. However, it is Broadview Networksposition that this customer signed the contractual agreement which was legibleand the verbiage used within it was very transparent. [redacted] [redacted] [redacted] [redacted] [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As I was threatened with another set of early termination fees on my other landlines, I assumed those were the termination fees to which Broadview was referringI do not know the status of those termination fees.Regarding this other contract, I was never advised of my supposed contractual obligation to a three year contract and certainly would not have signed up for such a serviceI specifically asked whether the service that was proposed was something I could cancel at any time without penalty and was told 'yes'I was misled by the Broadview employee or contractor over the phone, who then assumed I would not read the fine print, which I confess, I did notIn any event, a $early termination fee is simply unreasonableThe purpose of any early termination to cover the cost of equipment in this case a landlineThere is no reasonable way that such a phone could be valued nearly that muchIn any case, they will get their equipment back long before it is rendered obsolete.Braodview's bait, switch and entrapment policy is completely unethical and I am well within my rights not to reward their behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
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by: June *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number ***. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we contacted *** *** via telephone to discuss the issuesreported within this complaint. ***
*** advised that he will not be paying Broadview Networks any money andhung up the phone.Broadview Networks advises thatwe find the allegations made within this complaint to be false. Broadview Networks advises that contrary tothe information reported by *** *** the “Early Termination Fees” that he isdisputing is associated with a three (3) year contractual agreement signed onSeptember *, by *** ***. This contractual agreement is associated with Broadview Networks FlexConnect product. This contractualagreement had a start date of October **, and a contractual end date ofOctober **, 2017. It is BroadviewNetworks position that *** *** failed to adhere to the terms of thecontractual agreement and therefore “Early Termination Fees” will apply.Concerning *** ***’sstatement “Furthermore, if you want to cancel service, you have to submitpaperwork, which they sit on for weeks while they continue to charge you”,Broadview Networks records reflect that on Friday May **, *** ***called into Broadview Networks Customer Care Department requesting todisconnect remaining services (services which did not port out to anothercarrier) on this account. *** ***was provided with a “Letter of Disconnect” which is required to disconnectservice he was advised to complete this form and return it via fax oremail. Broadview Networks received thecompleted form on Tuesday May **, 2015.Broadview Networks advises thatwe are within our right to bill this customer for early termination feesTherewas an active contractual agreement in place at the time which customer portedout and disconnected services. Broadview Networks ask that the Revdex.com reviews “ExhibitA” which is the signed contractual agreement which includes “Master Terms andConditions” as well as product specific “Terms and Condition”. It Broadview Networks position that the“Early Termination Fees” which will be billed on June *, is valid andcustomer should remit payment upon receipt of invoice. For the review of the Revdex.com also,attached is “Exhibit B” which is the required “Letter of Disconnect” todisconnect services. Reviewing date andtime stamp in the upper right hand corner of page, it is comprehensible thatthis form was received on May **, which is the date that services weredisconnected.Broadview Networks advises thatbased on the above we find this matter to be resolved, as there is nothing furtherwe can do. We attempted to contactcustomer to discuss our findings on the matter do our findings being contraryto the information provided by customer within this complaint. Customer was very adamant in his positionthat he will not be paying anything and further disconnected call. The subject matter is a contractual disputeand the terms and conditions of the contract were clear upon customer signingand therefore, the anticipated “Early Termination Fees” will be billed.If this customer would like tocontact me, I can be reached at ###-###-####.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Could Broadview please clarify the meaning of their legalese:“Customer agrees that these early termination fees represent liquidated damages and not a penalty and are a reasonable estimate of the actual reduction in value of this Agreement that Company will sustain.”What the *** is a "liquidated damage"? So I am not required to pay a "penalty" of $1044? No, see, that's a "reasonable estimate"Okay, well, of course! I suppose this is a "reasonable estimate" of what I would have paid had I stayed with this awful company for three years, except that I didn'tBut at Hotel Broadview you can check out any time you like, but you can never leave.Silly me, I actually believe what their representative told me on the phone about leaving "any time I wanted without penalty", which was really in fact true, since I am technically not paying a penalty, but rather a "liquidated damage".I am sure this all makse perfect sense to the Wizard of Broadview, but it is this type of obscure language that made their fine print completely unreadable for the average consumerIt sounds like you got a good little scam going.Sorry if I'd rather not play
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
[redacted]
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[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated to this account. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises this customer did have Broadview Networks DVL service from January 2016 through September 2016. . The monthly charge for the DVL service was $38.99 however, that amount is exclusive of taxes, surcharges and fees. In September 2016 [redacted] requested to have her telephone number converted from the DVL service to a POTS telephone number. In order for the conversion to be done Broadview Networks had to place an order with Verizon (LEC) to have a new line installed as DVL and POTS are different service types. Verizon installed a new line which had a temporary number assigned to it. The temporary line was disconnected in error by Verizon in November 2016 which caused customer to lose service as her original telephone number was dependent upon temporary line. Broadview Networks then placed an order with Verizon to have this line reinstalled, the order was delayed on several occasions by Verizon and lime was not back up and working until January **, 2017. Broadview Networks advises that following confirmation that this line was restored Broadview Networks credited this account in the amount of $148.68. Due to Broadview Networks billing one (1) month in advance Broadview Networks provided customer with a 50% credit for invoice dated October **, 2016 ($37.22); 100% credit for invoice dated November **, 2016 ($74.48); and 50% credit for invoice dated December **, 2016 ($36.98). Additionally, per the request of customer was also, waived the account fee which is a tariffed billed on all business accounts. Broadview Networks finds this matter to be resolved. We offer our apologies to [redacted] and her company for inconveniences caused. [redacted] has been provided with my direct telephone number shall she require assistance in the future. [redacted] ...⇄ [redacted] ...⇄ [redacted]
The Revdex.com [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted] Dispute has been resolved by:...
September *, 20** Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Broadview Networks advises that on October **, 2015 [redacted] signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for the Office Suite product. TheT1 circuit required to have to this particular type of Office Suite service was installed by Verizon on November **, 2015. The Tine Warner circuit which this customer references in the complaint was a circuit which customer was to use for failover service. Failover service is a back up service customer may choose to get and if their primary service was to go down the failover service would automatically come on. As of November **, 2015 the customer requested to not proceed with the porting of the telephone numbers. As of December **, 2015 customer alluded to the fact that they may want to cancel the order in its entirety. The circuit was ultimately disconnected as of February **, 20** due to non payment and no customer communication. This customer was billed an early termination fee in the amount of $16,000.00 due to the fact that this order was canceled post test and accept of the circuit from our vendor and additionally, circuit had already been installed. Reviewing 'EXHIBIT B' which is the "Product-Specific Terms & Condition" this early termination fee is valid. The circuit was installed the remaining work which was needed was the porting of telephone numbers and training of the use of the phone equipment provided, all which were delayed on the customer part. Additionally, customer references that fact that they immediately started to be billed for a circuit which they did not see. Whether or not the circuit was in there view the circuit was installed as of November **, 2015. This being the case there was a facility charge assessed as of December *, 2015 as circuit was there however due to customer delays circuit was not being used. Broadview Networks advises that based on the above we find the early termination fees billed to be valid. However, we are open to discussing this matter further with hopes of reaching an amicable resolution. In regards to equipment belonging to Broadview Networks, customer can contact me, Lisa Taylor, directly at 914-9**-7643 so that she may provide information to receive prepaid shipping labels to return the equipment. Lisa T[redacted] �...⇄ [redacted] [redacted]
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[redacted] [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that on November **, 2015 [redacted] signed a three (3) year contractual agreement (please see 'EXHIBIT A') with Broadview Networks for services. The service start date was January **, 2016.Broadview Networks further advises that though services were active as of January **, 2016 this customer did not make any payments on their account until April ** 2016 at which time they rendered payment to cover invoices dated January **, 2016; February **, 2016 and March **, 2016. After the payment was received on April *, 2016 there were no further payments made on this account. Broadview Networks records reflect that on March **, 2016 [redacted] called into Broadview Networks Billing Department disputing invoice dated February **, 2016 in the amount of $518.54. It was explained to [redacted] that the $518.54 included a past due balance owed in the amount of $355.96. As of June **, 2016 this customer's service was interrupted (service suspended one way, outgoing calls prohibited) for nonpayment. Several communications was sent out to customer via U.S. mail and telephone calls were made to customer advising of the pending service interruption due to nonpayment. As of the date of service interruption this customer had an account balance owed in the amount of $455.28. Of the account balance owed $299.18 was past due and $156.10 was current. After no attempts to resolve balance was made by customer Broadview Networks disconnected this customer's service for nonpayment on July **, 2016. On July 27, 2016 [redacted] called into Broadview Networks Billing Department regards to invoice dated July **, 2016 in the amount of $3786.77. It was explained to [redacted] that Broadview Networks had received no payments on this account, invoices dated April **, 2016; May **, 2016; and June **, 2016 were past due. Additionally, [redacted] was advised that an 'Early Termination Fee' in the amount of $3786.77 had been assessed to invoice dated July **, 2016. On August *, 2016 [redacted] called into Broadview Networks Customer Care Department requesting that service be reinstalled. It was explained to [redacted] that we will reinstate service however, we will require a prompt payment to cover account balance minus the 'Early Termination Fees'. Broadview Networks advises that reinstating service would cancel out the 'Early Termination Fees' once payment is rendered. Services were reinstated as of August **, 206 however, customer did not render payment. After several communications were mailed to customer and voicemail messages were left regarding past due balance service was again interrupted for nonpayment as of October **, 2016. Customer attempted to have services reinstated on November *, 2016 however, Broadview Networks declined to do so due to customer payment history. As of November **, 2016 the account was thoroughly discussed with [redacted], and it was explained to him that due to the payment history on this account we cannot reinstate service. [redacted] was further advised that the 'Early Termination Fees' are valid as Broadview Networks was within their right to disconnect service for nonpayment and therefore, his organization did not adhere to the terms of the contractual agreement. It was further advised that Broadview Networks is willing to set up a reasonable payment arrangement. Broadview Networks would like to confirm that we did receive the equipment which belongs to Broadview Networks from customer. Broadview Networks further advises that there is no notes on this account indicating that customer has ever advised Broadview Networks of not receiving invoices, nor have they ever requested to have billing address updated to a Post Office Box. Broadview Networks advises that based on the above we find this matter to be resolved. Broadview Networks was within their right to disconnect service for nonpayment. Additionally, the 'Early Termination Fees' are valid as customer failed to uphold there end of the contractual agreement. [redacted] ...⇄ Complaint #: [redacted]Legal & Regulatory Specialist ...⇄ Date: November **, 2016
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2015Dispute will be resolved by business: N/AFirm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. Broadview Networks has also reviewed the account associated with this complaint. Upon receipt of this complaint we contacted [redacted] via telephone.Broadview Networks advises that when speaking with [redacted] on August **, 2015 she advised that all telephones were returned to Broadview Networks in working status. However, it is Broadview Networks position that yes the phones were returned however, they were returned damaged, therefore, we are unable to assign these returned phones to another customer. Reviewing ‘EXHIBIT A’ which is a picture of the box we received under [redacted] Tracking No. [redacted], this picture was taken as it was received due to the box being opened and within the opening it is clear that there was no packaging material placed within the box by the sender. Viewable in the picture is a [redacted] Package which appears to be a package that is used for shipping however, it is not used nor is it meant to be used as packaging material to protect contents of a box. Based on this photo it is clear that it would be all but impossible for the subject telephones to have been returned to Broadview Networks in working and presentable condition. This being the case it is Broadview Networks position that the fee of $600.00 which was billed on invoice dated June *, 2015 is valid and will not be waived. On invoice dated June *, 2015 this customer was also, charged in the amount of $1000.00 for failing to return an IAD. When speaking with [redacted] on August **, 2015 she advised that the IAD was returned under tracking number [redacted]. [redacted] was advised that we will check inventory on this package and contact her back. It was found that the content of the package delivered to Broadview Networks under tracking number [redacted] was in fact an IAD. However, the IAD that was returned to Broadview Networks is associated with service which Broadview Network provided to customer at service address [redacted]. The IAD devices contain serial numbers; the serial number on the returned device was [redacted]. This customer was billed for failing to return IAD device with serial number [redacted] which is installed at [redacted]. Based on the above Broadview Networks advises that we find the balance on this account to be valid. The “Terms and Conditions” of the contractual agreement are transparent. Reviewing page six (6) of ‘EXHIBIT B’ specifically referencing “Additional Customer Responsibilities” it does state “Customer shall be liable for damage to Company equipment”. Broadview Networks is open to possibly offering a settlement agreement for the damaged phones. However, the IAD must be returned back to Broadview Networks in order to credit the $1000.00 equipment fee associated, there will be no settlement offered for that device. Broadview Networks has left voicemail messages for [redacted] in an attempt to discuss our findings however, we have not received a call back. If [redacted] wishes to discuss this matter further in an attempt to work towards an amicable resolution she can reach out to me [redacted] at ###-###-####.[redacted] [redacted]
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[redacted] [redacted] Firm’s statement of position andoffer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone. Prior to the receipt of this complaint [redacted] was being assisted by Broadview Networks Repair Department and BroadviewNetworks Customer Service.When speaking with [redacted] headvised that he wished to port services away from Broadview Networks due toservice issues that have been in existence since the installation of service. The service issue was reported to BroadviewNetworks on April *, 2015 and a Broadview Networks technician was dispatchedout to [redacted]’s premise on April **, 2015. The Broadview Networks technician reported back that he found no issues onthe Broadview Networks side. Due tothere being two (2) providers involved with this customer’s service type (Broadview Networksand Cablevision which is the Internet Service Provider) Broadview Networksbegan running remote test in an attempt to isolate where in fact the issue lies at. Our findings were that the issues are on the side of either thecustomer’s network or the Internet Service Provider. As of today Broadview Networks has referred[redacted] to his Internet Service Provider and we have provided him with areport to furnish them with, whichoutlines our findings. [redacted] advises within hiscomplaint that Broadview Networks ported a telephone number over that he didnot want ported over to Broadview Networks. Reviewing the Letter of Authorization signed by [redacted] we found thatthis telephone number was listed on the Letter of Authorization. Due to the fact that this telephone numberwas being used for alarm system though it was listed on the Letter ofAuthorization it should not have been ported over to Broadview Networks as theservice type that [redacted] has cannot work with an alarm system. Upon being made aware of this [redacted] wasadvised that he would have to call into Cablevision to initiate the portrequest as this must be done by the account holder. However, we did assist [redacted] withgetting this telephone number ported back to Cablevision immediately uponreceipt of the order placed by Cablevision. Broadview Networks advises thatwe would never refuse to allow a customer to cancel there service. However, had we agreed to disconnect serviceper the request of [redacted] that would have left him with no working phone service. In order for service to continue working [redacted] would have had to contact another carrier to have his telephone numbersported away from Broadview Networks to the carrier of his choice. We wanted to ensure that [redacted] had clearunderstanding of this prior to disconnecting services. In addition [redacted] does have a three yearcontractual agreement and terminating services with Broadview Networks wouldhave resulted in early termination fees being incurred unless in fact it wasfound that there was an adequate ground that warrants this customer terminatingservice. As of today April **, 2015 afollow up call was made to [redacted] to ensure that he was made aware of theBroadview Networks technicians findings and to offer additional assistance ifneeded. We will continue to work with[redacted] and I will provide him with my direct contact number in the eventthat he needs assistance in the future. Wehave attached a copy of the Letter of Authorization which is labeled atAttachment A as well as the signed three (3) year contractual agreement labeledas Attachment B. In no way doesBroadview Networks condone the porting of telephone numbers without theauthorization of the account holder. [redacted] �...⇄ Case#: [redacted] ...⇄ Date: 4/**/15
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Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. We have contacted [redacted] via telephone and prior to the receipt of this complaint [redacted] was being assisted by Broadview Networks Repair Department. There are two (2) matters which are the subject of this complaint, both are related. [redacted] has an OfficeSuite circuit with Broadview, which [redacted] is the Local Exchange Company (LEC) which owns the facilities for which this circuit runs off of. [redacted] also, has a Dedicated circuit through Broadview Networks (being resold from Time Warner). The Dedicated circuit is in place to prevent loss of service shall the OfficeSuite circuit go down, the services circuit will automatically go over to the Dedicated circuit, this is called failover service. The failover circuit was installed, tested and proved to be working on March [redacted] 2016. On February [redacted] 2017 this customer’s OfficeSuite circuit went down, making service inoperable. Customer was affected by a [redacted] failure, due to [redacted] owning the facilities the needed repair had to be done by [redacted]. A [redacted] technician was dispatched out to address this matter on February **, 2017. The [redacted] technician found that there were no spares to move the circuit to and therefore the matter was referred to [redacted]’s Cable Maintenance Department. On February [redacted] 2017 a [redacted] Foreman reported back that there was trouble in a section at [redacted] between [redacted] and [redacted]. At said time [redacted] did not have access to the manhole due to a crane being stationed. [redacted] installed a 4G suitcase at this customer’s location on February **, 2017. The 4G suitcase was installed to give customer temporary voice service, The failure which this customer was affected was completely cleared on March *, 2017. During the failure which caused loss of service on the OfficeSuite the customer’s failover service did not work. Customer brought this to the attention of Broadview Networks on February **, 2017. Broadview Networks found the Dedicated circuit to up with no trouble. A Broadview Networks technician was dispatched out on February **, 2017. The Broadview Networks technician found that the IP Address range originally assigned to be used for failover had been removed. Broadview Networks then placed an order with Time Warner for a new IP Address. Time Warner provided a new IP Address on March **, 2017. A Broadview Networks technician was dispatched out on said date however, the premise was closed. A Broadview Networks technician will be dispatched out on Thursday March **, 2017 which is the date requested by customer’s IT person. In an email dated March **, 2017 customer’s IT person confirmed via email he had recently obtained a new IP Address range for the Sonic Wall router therefore, there will no longer be a conflict with the VOIP router associated with failover service. The cause of failover service not working has been isolated to be due to customer’s IT person utilizing the IP Address associated with failover service for customer Sonic Wall (not provided by Broadview Networks). Broadview Networks has applied an out of service credit to this account in the amount of $500.00 to cover loss of service associated with OfficeSuite circuit. The out of service credit granted exceeds monthly recurring charge for this circuit by $26.55. Though [redacted] requested that Broadview Networks considers covering charges associated with his vendor invoices for failover not working, Broadview Networks cannot cover the vendor charges associated with failover not working as the error which caused failover to not work was made by the customer’s vendor. Broadview Networks will follow up with customer following the March **, 2017 technician visit. [redacted] ...⇄ [redacted] ...⇄ [redacted]
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[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
September *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we were already working with [redacted] of The [redacted]
[redacted] via a complaint filed with the Federal Communications Commission.Broadview Networks advises thatthough we are this customer telephone carrier, [redacted] is the Local ExchangeCompany who owns the facilities associated with this customer’s telephonenumbers. [redacted] is the only entity thatcan make repairs to the facilities. Allservice issues reported by Broadview Networks customers are addressed by[redacted]. Broadview Networks advisesthat at the time in which this complaint was received this customer had no dialtone on one (1) out of two (2) telephone numbers with Broadview Networks. Broadview Networks aggressively approached[redacted] in regards to making a permanent fix due to chronic issues which this customerhas experienced between May 2015 and present. This matter was escalated to [redacted] Management whose only offer inregards to a permanent fix was to migrate this customer to [redacted] lines asoppose to the upgrading the outdated copper lines this customer’s service iscurrently operating off of. Customerdeclined this offer citing that while they do have some [redacted] lines they do notwish to migrate all lines to [redacted], as having all lines running off of [redacted]will possibly result to a total out of service issue in the event that theylose power.It is Broadview Networksposition that any customer should have an option to which service type they aresubscribed to. However, BroadviewNetworks cannot mandate [redacted] to making any changes that they do not deemnecessary. Reviewing the ‘EXHIBIT A’which is email communication between Broadview Networks Repair Department and[redacted] Management it is clear that Broadview Networks was very precise as towhat our expectations were in regards toa permanent resolution to the ongoing service issue. We further were very precise incommunicating that our customer did not wish to be migrated over to [redacted]however, it seems that is the only option [redacted] is willing to provide inresponse to our request for a permanent resolution is for customer to bemigrated over to [redacted].Currently both telephonenumbers are up and working. While wecannot mandate [redacted] to make any upgrades to the copper facilities, we can besure that Federal Communications Commission is fully aware of the serviceissues this customer has faced over the past few months. We will further be sure to express to the FederalCommunications Commission that [redacted] indirectly attempted to force thiscustomer into migrating to a service which they do not choose to have as opposeto making the necessary upgrade to the facilities of there current servicetype. Broadview Networks willcontinue to assist this customer with any and all service issues that mayarise. We will continue to address[redacted] in an aggressive manner on behalf of our customer to ensure that ourcustomer receives the quality service which they are paying for. Broadview Networks has placed an out ofservice credit on this account in the amount of $150.00, additionally thiscustomer will receive an e-coupon in the amount of $50.00 which can be appliedtowards a future invoice. Lisa T[redacted] �...⇄ Complaint#: [redacted]Legal & Regulatory Specialist ...⇄ Date: September *, 2015Tell us why here...
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Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted [redacted] via telephone. Broadview Networks advises that reviewing this account and cross comparing it to issues reported by customer we found that on June *, 2012 [redacted] signed a three (3) year contractual agreement with Broadview Networks. Terms and Conditions page of this contract does state "The service term will automatically extend for additional one (1) year periods, unless Customer notifies Company in writing of its intent not to renew at least thirty (30) days prior to the end of the ten current ter." Please reference page (6) of 'EXHIBIT A'. When speaking with [redacted] she advised that they were unaware of this due to person who previously handled contract no longer being employed by her company. This being the case Broadview Networks advised that though Early Termination Fees are valid we will waive the Early Termination Fees as a courtesy. [redacted] also, expressed her dissatisfaction with the manner in which her request for a contract was handled. Reviewing this account from January 2016 through present, I do not see any notes indicating that an actual request for a copy of the contract was made. However, a note in the system does relfect that on July **, 2016 Paul Dickinson called into Broadview Networks Customer Care Department. She is inquired about there service set up and whether or not the equipment was being rented by her customer. Additional notes, in the system reflect that [redacted] called in to Broadview Networks Customer Care Department on October **, 2016 due to an 'Early Termination Fee' warning letter she received, however, the notes does not reflect a request for a copy of the contract. Ultimately, [redacted] did advise that she received a copy of the contract and I did advise [redacted] that all calls made into Broadview Networks Customer Care Department will be reviewed so that we may confirm if there was any errors made in assisting her company and address as needed. [redacted] further advised that the copy of the contract she received was not clear. In response I did advise [redacted] that all customer are provided with a copy of the contract upon signing, however, any copies of contracts that are provided to customer's are from a database which stores scanned documents. On November **, 2016 [redacted], Paula and myself participated in a conference call so that we may discuss all current issues which customer had with bill. At this point it was advised that this account will not incur any 'Early Termination Fees' shall they port out service therefore the main focus was in regards to the account balance owed, which at said time was $571.45. It was explained to [redacted] and Paula that the last time which this account was current was as of invoice dated July *, 2016. No payments had been made for the July *, August *, until September 2016 and though there was three (3) payments rendered in September 2016 the payments were short of remittance amount requested on invoice. [redacted] and Paul brought to my attention a missing payment in July in which there bank paid the incorrect vendor, reviewing notes on account I did find this matter had been reported to Broadview Networks. They further advised that there was additional billing disputes brought to the attention of Broadview Networks which is why the requested payment amount was not rendered to Broadview Networks. I advised that reviewing this account I found the below listed credits had been placed on this account (credit reasons are indicated in parenthesis next to credit amount: 8/**/16 Credit posted in the amount of $63.70 (charges incurred when customer made changes via customer portal, it is believed that customer may clicked on something incorrectly). 9/*/16 Credit posted in the amount of $14.00 (Credit for one (1) telephone as customer downgraded phone amount from nine (9) to four (4) in July however, was invoiced in August for five (5) phones. 9/*/16 Credit posted in the amount of $19.65 (Late fee billed on August invoice). Upon completion of discussing all credits placed on this account as a courtesy Broadview Networks agreed to credit late fees which has generated on this account between September and November 2016 due to past due amounts which were on this account during each billing period. The credit which was granted was in the amount of $60.93 and it was posted to this account on November **, 2016. Based on the above Broadview Networks finds this matter to be resolved. We do apologize for any inconvenience which was posed upon this customer and her company. Broadview Networks would like to ensure this customer that "Customer Satisfaction" is a top priority of Broadview Networks and therefore, upon review of calls made into Broadview Networks Customer Care Department we will address where needed. The 'Early Termination Fee' will be waived upon customer porting out services and customer has been provided with my direct contact information.
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[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted]. We have also, reviewed the account associated this complaint. Upon receipt of this complaint we immediately contacted this customer via telephone. When speaking with this customer she advised of the following issues: billing issues, receipt of incorrect product as she request to be upgraded to the most newest phone system Broadview Networks had available, issues with the handling of issue by her account representative, receipt of product that did not have the capabilities she inquired about and receipt of product with no set up instructions. Reviewing this account the billing coincided with the receipt of a product that did not have the capabilities which this customer inquired about. This customer ordered a headset from Broadview Networks and was under the impression that the headset had the capability of placing a caller on hold via the headset. Upon receipt of the headset she found that this was not the case. The customer then returned the headset to Broadview Networks. The cost of the headset was $279.00 and this amount in addition to a $27.04 tax credit has been placed on this account. In regards to customer requesting the newest model phones available, it was found that on August **, 2016 this customer called in to upgrade to newer model phones. At said time this customer had two different phone types which is model number [redacted] and model number [redacted] which has more capabilities than the 5320. The assisting representative offered to upgrade customer to the [redacted] and allow customer to return the [redacted] phones. Upon receipt of the new [redacted] phones the customer received a brochure which entailed a newer model phone 5360. At this time the customer is seeking to return the [redacted] model phones and receive the 5360 model phone, while Broadview Networks has advised customer that she can upgrade to the 5360 model phones and we will waive the restocking fee that is charged, we also notified customer that the 5360 model phones are priced at $23.00 per phone, which will be an increase of $6.00 per phone. Customer is requesting that she receives the same pricing that she is currently receiving of $17.00 per phone. Customer has been advised that a discount of such requires approval from another department, a request has been submitted and we are currently awaiting a response and customer will be notified when a determination is made. Additionally, customer reported that though she is being billed for Broadview Networks Softphone product she never received instructions on how to use it. Our records do show that upon ordering the Softphone product a welcome email was sent to customer which contained a link to download the Softphone application. This matter was directed to Broadview Networks Technical Support Department to have customer contacted to assist with setting up the Softphone service. A technician did reach out to customer however, the customer advised that she did not have access to the computer which the Softphone service would be set up on. Customer was advised to contact me, Lisa T[redacted] when she has access to the computer and I will have a technician contact her to assist her. We have credited back the cost of the Softphone product, customer was billed the monthly recurring charge of $2.95 and additional prorate charge of $2.85 therefore, the total credit placed on the account for the Softphone product is $5.80 (please note customer was billed as of invoice dated September **, 2016 for this product). Customer also, advised that they returned the power over ethernet adaptor cords which are provided with phones, therefore an additional $3.81 credit was placed on this account. A tax credit for the Softphone product and power over ethernet adapters was also placed in the amount of $1.47. As a courtesy Broadview Networks has also credited back the late fee and interest charged for a past due balance billed on invoice dated September **, 2016 in the amount of $31.04. In regards to customer dissatisfaction with the account representative, the individual's Director has been notified and customer has been directed to reach out to me, Lisa T[redacted] directly shall she need assistance with anything. Broadview Networks advises that all issues have been resolved. Once we receive a determination regarding pricing for the model number 5360 phones we contact customer to advise. Broadview Networks greatly apologizes for any inconveniences which this customer was caused. It always the goal of Broadview Networks to provide quality service and quality customer service. All issues, presented by this customer have been looked into in depth and where needed corrective action has been taken. [redacted] ...⇄ [redacted] [redacted]
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[redacted] Dispute has been resolved by: September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has received the noticeof rejection to our response to complaint number [redacted]. Having reviewed the rejection response it isBroadview Networks position that charges for damaged and unreturned equipmentin the amount of $1600.00 is valid. Weare in agreement with [redacted] that the four (4) telephones which is BroadviewNetworks equipment was returned however the equipment was returned damaged in amanner that these phones cannot be distributed to anyone else. The picture provided with our response datedSeptember *, 2015 displays phones as we received them with no form of packagingmaterial in the box and additionally the phones were just thrown in thebox. While it is [redacted]'s positionthat damage can be expected due to the length of time that the phones wereutilized by her company, it is Broadview Networks position that the terms andconditions regarding the leasing of the phones were clear as were ourexpectations on receiving the phones back in optimal condition. Though [redacted] requested that BroadviewNetworks files a claim with Federal Express regarding the damaged equipment,Broadview Networks cannot contest to whether or not this equipment was damagedin transit as again the customer did not include any packaging material in thebox with the phones. Additionally, thephones were just thrown in the box. Regarding the IAD device as explained to [redacted] duringour telephone conversation on September **, 2015 we do recognize that there wasan IAD device sent back to Broadview Networks however, that was the IAD deviceutilized in the New York location which Broadview Networks previously providedservice to. This customer was providedwith a new IAD device for her location in Texas,and our records indicate that service as being provided via the IAD deviceshipped to customer for the Texaslocation. Ultimately, while it is Broadview Networks position thatbilling is valid and the scenario with the equipment is that as explained inour previous response. As a courtesyBroadview Networks has credited out this account and finds this matter to befully resolved. This customer will notreceive any further communications in regards to the damaged and unreturnedequipment. This account now has a zero balanceand is in closed status. [redacted] �...⇄ [redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties[redacted]
[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by:...
July *, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this case. Upon receipt of thiscase we immediately contacted [redacted] via telephone. When speaking with [redacted] he advised ofthe following issues that his company had with Broadview Network, immediately followingthe issues he reported is Broadview Networks resolution for each.Issue #1 Customer reported thathe cannot receive calls on the phone associated with extension [redacted]. The phone does not ring and he can only pickup the phone when it is on park. Healso, reported that he cannot hear the person on phone associated withextension [redacted]. In response to this reported issue Broadview Networks opened a repairticket and changes were made on the technical side to the customer set up. Upon completion the Broadview Networkstechnician confirmed with [redacted] that the service issues had been resolved.Issue #2 Customer advised thathis bill is much higher than price indicated in contractual agreement. Reviewing all invoices generated betweenApril 2015 and June 2015. We found that customer was billed for thenewly installed [redacted] service which did reflect the correct price however;he also, was billed for [redacted] service which was the previous service he hadbefore converting to [redacted]. Broadview Networks found that customer wasbilled for both services on invoices generated in April as well as May. Therefore, we credited this account for theincorrectly billed [redacted] service in the amount of $268.06 which includesapplicable taxes and surcharges. Wealso, provided a credit in the amount of $66.75 which covers the late fees andinterest billed on invoice dated June **, 2015.Issue #3 Customer reported thatthere fax telephone number was never converted from E-Fax to a [redacted] telephonenumber as they requested. Reviewing this matter I found that uponrequest from customer Broadview Networks did place an order with [redacted] tohave a [redacted] telephone number installed, please note that [redacted] is the LEC for the area which customer is located. [redacted] had to clear trouble in thefacilities which the line was to be installed therefore, this caused adelay. Upon installation of lineBroadview Networks dispatched a Broadview Networks technician out to performthe swapping of the lines, the Broadview Networks technician could not locatethe newly installed line. This matterhad to be referred back to [redacted]s to have them tag and locatethe newly installed line. After[redacted] tagged and located this line, Broadview Networkstechnician was dispatched to perform swapping of the lines. After confirming with customer that issuewas resolved Broadview Networks credited this customer $25.00 to cover chargebilled for E-Fax service on June **, 2015 and we have removed billing since theconversion of the line to a [redacted] line. Broadview Networks advises thatwe have reviewed billing in it’s entirety with this customer. We have corrected service issues andconfirmed with customer that service is working properly. We also, ensured that the telephone numberwhich customer no longer needed was disconnected as per customer’s request andwe provided credit in the amount of $142.62 which covers monthly recurringcharges on invoices dated April **, 2015, May **, 2015 and June **, 2015. The remaining issues which customer is beingassisted will be handled by the assigned Sales Representative, those issuesare: adhering to customer request for on site training of phone system, customer’srequest for a wireless headset, customer request to exchange one telephone fora different model, and customer request for an overhead paging system. It is believed that there was a strongmiscommunication and when trying to identify all issues customer had, however,Broadview Networks was able to resolve all reported issues. Customer has been provided with me, [redacted], direct contact number and email shall he require additionalassistance. Broadview Networks findsthis matter to be resolved.[redacted] �...⇄ Complaint#: [redacted] ...⇄ Date: July *, 2015
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 11192575, and have determined that my complaint has NOT been resolved because:
What ever Broadview said about myself being "forced into" is absolutely false. I was not forced into anything but the sources from Clever 1 and the IT people that does business with Broadview, told me that I would have to find my own internet service provider on my own and would not have ONE consolidated bill. Upon all that, I only received a few paper documents to sign with no outline guide of what is says about a $100 cancellation fee (still have the docs on file that was sent to me). I have no evidence or proof of what work they did for my place of business.Also, someone from Broadview contact me but was straight rude and the female raised her voice as soon as I said " I will not pay for something that has not been executed at my place of business." After that being said, every time I tried to talk she would interrupt me while I was talking to her. This was very rude and disrespectful and got to the point of going nowhere, so, I hung up on her.Bottom line is, I am not going to pay for something that a company has not executed any kind of work on their end. I understand why customers are frustrated with this company, because of the consistent billing issues I keep reading on google and Revdex.com.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Joe Choi
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[redacted] Dispute has been resolved by:...
September **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted]. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted [redacted] via telephone.Broadview Networks has done athorough review of this account and it is our position that there was nowrongdoing on Broadview Networks part and the account balance owed in theamount of $5572.18 which includes early termination fee in the amount of$3525.90 is valid. Broadview Networksdenies the allegations made by [redacted] regarding his services not working, asthe attached, call records displays outbound calls were being made by thiscustomer. The terms of the contractualagreement (please see ‘EXHIBIT A’) indicates that this was a customer installmeaning the customer would install the phone equipment provided by BroadviewNetworks. The terms of the contractualagreement also, indicates that customer will be provided with a training session.what was done and [redacted] did participate, please see email (‘EXHIBIT B’)that was sent to [redacted] following training that was done. Following the training being done customerdid not respond to any request to authorize Broadview Networks to port theremain number and therefore they continued to work off of the telephone numbersprovided by Broadview Networks. Trainingwas done in on December **, 2014. On March **, 2015 [redacted]spoke with his account manager requesting that a technician be sent to hispremise. Due to Broadview Networksshowing that all phones were logged in and working the Project Manager offereda free training session and [redacted] declined please see email communication labeled as‘EXHIBIT C’. Being that the phones werelogged in and we showed outbound calls being made the Project Manager actingfrom an area of expertise felt that a training session would be suffice. Had the Project Manager agreed to dispatchout a technician this fee would have been in the area of $750.00 therefore, theProject Manager acted from a customer first perspective to avoid customerincurring unnecessary fees. Ultimately, it is BroadviewNetworks position that we did provide the service which [redacted] ordered andsigned a contractual agreement for. Theattached outbound call records labeled as ‘EXHIBIT D’ demonstrate that thiscustomer did have and was utilizing services via Broadview Networks. The assigned Project Manager attempted toassist [redacted] with any questions he may have had by offering an additionaltraining for free. Broadview Networks isunable to credit the early termination fees and we find the balance owed to bevalid. If [redacted] would like Ican assist him with reinstalling theBroadview Networks equipment which he still has at his premise or if [redacted]wishes to discuss a settlement agreement he can contact me at ###-###-####. It is Broadview Networks goal to resolve thismatter in an amicable fashion. [redacted] ...⇄ [redacted]
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The Revdex.com Serving Westchester, Putnam, Dutchess, Orange, Ulster, Sullivan & Rockland Counties 150 White Plains Road, Suite 107, Tarrytown, NY 10591 ~ Tel: (914) 333-0550 ~ Fax: (914) 333-7519 ~ Email: [email protected] Dispute has been resolved by:...
March 15, 2016 Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number 11192575. We have also, reviewed the account associated with this complaint. Upon receipt of this complaint we immediately contacted Complainant Joe Choi via telephone. Broadview Networks advises that on November 13, 2015 Mr. Choi signed a three (3) year contractual agreement for Broadview Networks ‘Office Suite Flex Connect’ product. The customer was contacted via email on November 24, 2015 by the assigned Broadview Networks Project Manager who introduced herself and on December 1, 2015 an implementation call with Mr. Choi was done at which time the specifics of the order was confirmed and customer was advised of CAT5 wiring which he would need to complete on his end. A follow up email was sent to Mr. Choi on December 9, 2015 at which time it was inquired if the CAT5 wiring had been completed or if he would like CAT5 wiring to be completed by a Broadview Networks technician he was advised of pricing. It was at this time that customer was also, asked to provide Broadview Networks with a list of names and extension for the phones which were to be provided by Broadview Networks. Mr. Choi provided the extensions and names for the phones but advised that he will inquire on his end if there was anyone that could do the cabling. On December 14, 2015 Mr. Choi notified the assigned Broadview Networks Project Manager that “after discussion with his colleagues he would like the order to be placed on hold as it is believed that IP Cloud is not a good fit for his business”. The order was ultimately canceled after we received no further communication from customer. The one hundred dollar ($100.00) cancellation fee which this customer was billed is indicated within the contractual agreement that Mr. Choi signed. Reviewing page two (2) of ‘Exhibit A’ prior to customer signature section it does state “I have read and agree to the Product-Specific Terms and Conditions”. Further reviewing page ten (10) of ‘Exhibit A’ specifically section (c) entitled “Service Provided without Access” it does state “If customer cancels order before Service start date, Customer is subject to a $100 Order Cancellation Fee for each canceled circuit.” Additionally, it is Mr. Choi’s position that he was forced to find his own internet provider as oppose to being able to have one (1) provider, this statement is false. Broadview Networks does provide internet service as well. Based on the above it is Broadview Networks position that the cancellation fee imposed is valid as it is clearly indicated within the ‘Product-Specific Terms and Conditions’. Broadview Networks advises that while this customer feels that this fee should not be billed due to there being no installation done at time of cancellation, however, in actuality once an order is inputted into the system and customer is contacted the service preparation begins, as information which is needed to prepare the service is obtained during the implementation call. Broadview Networks advises that based on the above we will not be able to credit back the cancellation fee and we find that the fee is valid. Ultimately, Broadview Networks cannot take accountability or waive any fees on the grounds that Mr. Choi did not consult with his colleagues prior to the signing the contractual agreement. Lisa Taylor ...⇄ Complaint #: 11192575 Legal & Regulatory Specialist ...⇄ Date: March 15, 2016