[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal filed by customer. Broadview Networks position remains unaltered, as the account balance owed is valid. The supporting documentation attached to customer’s complaint is regarding a separate account which was referenced in Broadview Networks initial response dated June [redacted] 2017. While it is customer’s position that they notified Broadview Networks of services not working, we show no such reports. Reviewing this account we found that on March **, 2017 this customer contacted Broadview Networks Customer Care to make a payment on the subject account, as well as to update credit card information due to credit card information previously provided being expired. Customer did not advise during this call that there were any service issues. Additionally, Broadview Networks records reflect that on April *, 2017 when customer was contacted by a Broadview Networks Collections Representative regarding the reversal of credit card payments customer advised the assisting representative that he had disconnected service in November 2016. We found nothing in our system to substantiate this or has customer provided any information to substantiate this. Broadview Networks advises that a customer bears the onus of reporting any service issues that may exist. Additionally, a customer bears the onus of requesting the disconnection of any services which they no longer wish to have active. Though Broadview Networks does find the balance owed to be valid we are looking to resolve this matter in an amicable fashion. In an attempt to do so Broadview Networks has written off the account balance of $150.52, collections activity on this account will be ceased. [redacted] ...⇄[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 this customer signed a three year contractual agreement (please see EXHIBIT A) for Broadview Networks Office Suite product on June **, 2015. Reviewing page one (1) of EXHIBIT A it states that the installing party is the customer. Our records indicate that due to no customer response this order did not get to the extent to discuss when the customer will be installing the phones. Our records indicate that the assigned Broadview Networks Project Manager sent this customer an introductory email on June *, 2018 (please see EXHIBIT B). Following the emails sent to this customer the Project Manager attempted to reach customer on July **, **, **, **, **, and ** of 2014 on each occasion a voicemail was left requesting that customer contacts the Project Manager back. On August *, 2014 an customer responded via email (please see EXHIBIT C) advising that she is out of office and the Project Manager should contact her on Friday August *, 2014 after 10am. Several attempts were made to contact customer on August *, 2014, on each occasion we reached a busy signal. On August **, 2014 the Project Manager sent an email to customer (please see EXHIBIT D) the customer responded via email (please see EXHIBIT E) advising that she was on vacation until September *, 2014. On September *, 2014 the Project Manager reviewed project with customer via telephone, obtaining the requested names, extensions, and call routing information. Following this call phones were shipped out to this customer. Following the shipping of the phones the Project Manager left voice mails for customer on the following dates inquiring about phone installation September 22, 2014; October 1, 10, 20, and 29 of 2014. Receiving no response from customer the Project Manager continued to leave voicemails for customer on November *, **, and ** of 2014; December **, and ** of 2014; January **, **, and ** of 2015; February *, and ** of 2015; March *, **, and ** of 2015; and April *, 2015. The Project Manager successfully made contact with customer on April *, 2015 at which time customer advised the Project Manager that she wants her order canceled. When speaking with customer the Project Manager learned that the customer did not have static IP’s or DNS to complete installation of phones. The Project Manager offered to dispatch out a technician to install phones for customer and customer was advised that the cost of install is $150.00 and $25.00 per telephone, customer declined. The order was canceled per customer request and due to there being a signed contractual agreement early termination fees was incurred.Broadview Networks advises that our findings differ greatly from the reason and cause indicated in this complaint. However, Broadview Networks will honor this customer’s request to waive all early termination fees billed on this account. This account now has zero balance and is in closed status.[redacted] [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.We are going to accept the offer for the early termination
fee to be waived upon porting our services and the refund for the unjustifiable
fees. We are
very thankful to be able to do so. This
resolution made by the Revdex.com in such expedient time is astonishing to us. Hopefully others interested in Broadview Network’s
services will read about our experience and surely think twice about
contracting with a company that takes advantage in every way the consumer who
does not question the additional fees charged regularly on their bills. Thank
you Revdex.com.
Sincerely,
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal filed by customer. Broadview Networks position remains unaltered, as the account balance owed is valid. The supporting documentation attached to customer’s complaint is regarding a separate account which was referenced in Broadview Networks initial response dated June [redacted] 2017. While it is customer’s position that they notified Broadview Networks of services not working, we show no such reports. Reviewing this account we found that on March **, 2017 this customer contacted Broadview Networks Customer Care to make a payment on the subject account, as well as to update credit card information due to credit card information previously provided being expired. Customer did not advise during this call that there were any service issues. Additionally, Broadview Networks records reflect that on April *, 2017 when customer was contacted by a Broadview Networks Collections Representative regarding the reversal of credit card payments customer advised the assisting representative that he had disconnected service in November 2016. We found nothing in our system to substantiate this or has customer provided any information to substantiate this. Broadview Networks advises that a customer bears the onus of reporting any service issues that may exist. Additionally, a customer bears the onus of requesting the disconnection of any services which they no longer wish to have active. Though Broadview Networks does find the balance owed to be valid we are looking to resolve this matter in an amicable fashion. In an attempt to do so Broadview Networks has written off the account balance of $150.52, collections activity on this account will be ceased.
[redacted] ...⇄ [redacted] ...⇄ [redacted]
Tell us why here...The Revdex.com[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 this customer signed a three year contractual agreement (please see EXHIBIT A) for Broadview Networks Office Suite product on June **, 2015. Reviewing page one (1) of EXHIBIT A it states that the installing party is the customer. Our records indicate that due to no customer response this order did not get to the extent to discuss when the customer will be installing the phones. Our records indicate that the assigned Broadview Networks Project Manager sent this customer an introductory email on June *, 2018 (please see EXHIBIT B). Following the emails sent to this customer the Project Manager attempted to reach customer on July **, **, **, **, **, and ** of 2014 on each occasion a voicemail was left requesting that customer contacts the Project Manager back. On August *, 2014 an customer responded via email (please see EXHIBIT C) advising that she is out of office and the Project Manager should contact her on Friday August *, 2014 after 10am. Several attempts were made to contact customer on August *, 2014, on each occasion we reached a busy signal. On August **, 2014 the Project Manager sent an email to customer (please see EXHIBIT D) the customer responded via email (please see EXHIBIT E) advising that she was on vacation until September *, 2014. On September *, 2014 the Project Manager reviewed project with customer via telephone, obtaining the requested names, extensions, and call routing information. Following this call phones were shipped out to this customer. Following the shipping of the phones the Project Manager left voice mails for customer on the following dates inquiring about phone installation September 22, 2014; October 1, 10, 20, and 29 of 2014. Receiving no response from customer the Project Manager continued to leave voicemails for customer on November *, **, and ** of 2014; December **, and ** of 2014; January **, **, and ** of 2015; February *, and ** of 2015; March *, **, and ** of 2015; and April *, 2015. The Project Manager successfully made contact with customer on April *, 2015 at which time customer advised the Project Manager that she wants her order canceled. When speaking with customer the Project Manager learned that the customer did not have static IP’s or DNS to complete installation of phones. The Project Manager offered to dispatch out a technician to install phones for customer and customer was advised that the cost of install is $150.00 and $25.00 per telephone, customer declined. The order was canceled per customer request and due to there being a signed contractual agreement early termination fees was incurred.Broadview Networks advises that our findings differ greatly from the reason and cause indicated in this complaint. However, Broadview Networks will honor this customer’s request to waive all early termination fees billed on this account. This account now has zero balance and is in closed status.[redacted] [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.We are going to accept the offer for the early termination
fee to be waived upon porting our services and the refund for the unjustifiable
fees. We are
very thankful to be able to do so. This
resolution made by the Revdex.com in such expedient time is astonishing to us. Hopefully others interested in Broadview Network’s
services will read about our experience and surely think twice about
contracting with a company that takes advantage in every way the consumer who
does not question the additional fees charged regularly on their bills. Thank
you Revdex.com.
Sincerely,
[redacted]