Internet America

Sent: Tuesday, January 13, 1:PM To: drteam Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business # [redacted] I have been unable to post a response to the above complaint, it states there is nothing to be done right now Please find our response below: The customer cancelled service within the contract period and as stated in our terms of service and the signed agreement, was charged an early termination fee of $The customer was advised of the early termination fee at the point of sale, in the signed service agreement, and again at the time of cancellationThe early termination fee was correctly charged to the account however, due to the history of service issues on the account, this fee has been waived and refunded to the customerA recovery of equipment from the customer’s home was scheduled and on arrival, we were unable to recover the equipmentOur technician was advised by the customer that the equipment would not be returned until a credit that had been promised was placed on the customer’s accountThe customer was referring to a refund of the early termination feeDue to the non-recovery of the equipment and under the terms of our contract a $equipment fee was added to the account Following discussion with the customer the equipment fee was refunded and the equipment has been recoveredThe matter is now fully resolved Thank you

Sent: Tuesday, January 13, 2015 1:35 PM To: drteam Subject: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   I have been unable to post a response to the above complaint, it states there is nothing to be done right now.  Please find our response below:...

 The customer cancelled service within the contract period and as stated in our terms of service and the signed agreement, was charged an early termination fee of $200. The customer was advised of the early termination fee at the point of sale, in the signed service agreement, and again at the time of cancellation. The early termination fee was correctly charged to the account however, due to the history of service issues on the account, this fee has been waived and refunded to the customer. A recovery of equipment from the customer’s home was scheduled and on arrival,  we were unable to recover the equipment. Our technician was advised by the customer that the equipment would not be returned until a credit that had been promised was placed on the customer’s account. The customer was referring to a refund of the early termination fee. Due to the non-recovery of the equipment and under the terms of our contract a $250 equipment fee was added to the account.  Following discussion with the customer the equipment fee was refunded and the equipment has been recovered. The matter is now fully resolved.  Thank you

The issue was resolved through liaison with the customer and the agreed action has been completed in terms of refund and we have scheduled a date to recover our equipment. Thank you

Thank you for your assistance. Please find our response below.  The customer was installed with services on July 23rd, 2014 and made no contact with our customer service support team until [redacted]st when an email was received to which we responded by calling the customer twice and sending...

an email. We left messages both times we called but did not receive a response back from the customer until [redacted]rd.  On one of the two occasions that the customer contacted us for assistance with a connection issue, we dispatched a service technician who discovered that a cable at the customer location was unplugged, possibly as a result of the customer’s dog having accidentally interfered with the cabling.  On the second occasion the customer complained of having to reset a device or unplug it for a day to let it reconnect. This was a result of an issue with the customer’s personal wireless router and when the customer used a different wireless router the issue was resolved. Our telephone system was not out of service during the period in question and our records show that the customer called our office, connected to our telephone system however disconnected the call before speaking with a customer service agent.   We value the business of each of our customers and make every effort to resolve any service issues. In each case, when given the opportunity, we have done so with this customer.   Thank you again,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Internet America has responded and said they were gonna refund my $200 after they pick up equipment and that has not happened yet. 
Regards,
  [redacted]

Thank you for bringing this matter to our attention
I am happy to report that Internet America has
liaised with the customer and the issue raised has been resolved to the
customer's satisfaction.Thank youInternet AmericaCustomer Service Manager