J and M Electric, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
For the record, New Star stated they were not able to get in contact with me however, we had continued communication through email. My schedule was limited and I did not have time to talk on the phone during business hours or probably anytime for that matter. The last email I sent clearly stated my response. New Star sent one more email repeating their original Revdex.com resolution which I had rejected and already responded to.I have attached all email communication. I hope this is the last time I have to spend time on this matter Thank you for your services
Sincerely,
*** (aka *** ***) *** The customer is extremely busy with several different things so we haven't been able to get in contact with her to confirm a secondary resolutionWhat we had spoken with the customer about originally an what we're able to do for her is to confirm that we will get her second year price of $plus tax back down to what she was quoted at for the first year or we will pay any fee's for her to get out of contract

We spoke with the customer and apologized for the inconvenience with his servicesAfter reviewing the account we found there was an error when processing his internet requestAs we were attempting to resolve the issue, his account had already been escalated and cancelled out with
DIRECTVAfter speaking with DIRECTV over several phone calls we were able to get the early termination fee waived. The customer was satisfied with the resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

After speaking with the customer, they were under the impression that their promotional price would last for yearsThis would have been accurate if the customer would have bundled with qualifying AT&T services, (Internet or cell phones) which the customer does not haveDue to the
misunderstanding, we have come to an agreement with the customer that after their first year is up, we will help the customer receive any eligible DIRECTV promotions and then compensate for the difference of the first year price or help cover the early termination fee by reimbursing the customerThe customer was satisfied with this resolution

The $fee was something that the customer agreed upon at the time of saleWhen the customer cancelled, the account went through our refund process and the customer was refunded the charge on July 24thWe have tried to reach out to the customer a couple times to let them know the refund has
taken place but we haven't gotten in contact with the customerThe refund has successfully taken place

We spoke with the customer and discussed the complaintThe customer was eligible for a $visa gift card as told by the sales representative However, because the customer has not yet received it, we have been working with DIRECTV on getting this escalated so the customer is getting exactly
what was promised to themWe assured the customer that if DIRECTV does not stand by their promotional offer, that we will send him a $gift card from New Star CommunicationsThe customer is aware of the situation and is fully updated and satisfiedDIRECTV has given us the timeline of days or less to reach a decisionIf the customer is not granted the $gift card by DIRECTV in days, we will send the customer a $gift cardWe will follow up with them to ensure that this happens

We contacted Mr*** and addressed his complaintWe informed him that the $monthly charge is for a protection plan service that we provideThis was set up over the phone two days after he was installed with DIRECTVWe researched this and found a recorded phone call of this conversation
taking placeHowever, due to the miscommunication, we have decided to refund the chargesMr*** will receive a check in the mail of $83.88, which is a full refund of the chargesMr*** has agreed that this is an acceptable solution

After reviewing the customer’s account, the $monthly charge is for the New Star Protection Plan that the customer opted into at the time of saleWe called the customer and explained that the charge covers any damage that may occur to their DIRECTV equipmentAfter understanding the charge, the
customer decided to keep the protection plan serviceThe customer is satisfied and will call us with any further questions

We installed [redacted] with his DIRECTV and was under the impression he was getting internet as well. There was a miscommunication with what speeds were available. The customer thought they would be getting a faster speed than was available as well as a lower price. We came to an agreement with the...

customer and he is keeping his current internet provider and are compensating the customer for the difference. The customer was satisfied with the resolution.

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. I am still waiting for a few parts of the cancellation process to proceed to ensure that the cancellation fee is fully waived but everything appears satisfactory so far.
Sincerely,
[redacted]

The customer is extremely busy with several different things so we haven't been able to get in contact with her to confirm a secondary resolution. What we had spoken with the customer about originally an what we're able to do for her is to confirm that we will get her second year price of $72.82 plus tax back down to what she was quoted at for the first year or we will pay any fee's for her to get out of contract.

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.
Sincerely,
[redacted]

We’ve been in contact with the customer and have been working towards a resolution. We apologized for the experience that she had with our company. We do have processes and procedures in place to prevent these kinds of things from happening, such as a verification call and paperwork that describes...

all of the terms and conditions of the offer. However, we were unaware of the offer that the sales representative offered for this customer. Upon reviewing the hand written documents that were not supported by our company, we are willing to help this customer with what was promised to her. We requested that the customer send in their DISH bill to us, along with the cancelation fee and we would reimburse her for it by sending a check. The customer is aware of the steps that are needed to receive the reimbursement check. The customer has also canceled out her DISH services. The customer has the Customer Service Managers email address and will be sending it within the next 7-10 business days. As soon as we receive it, we will send her a check for the amount agreed upon. We apologized for the lack of communication regarding this situation. It required some investigation as this is not a normal experience for one of our customers.  We have put the sales representative involved with this situation on probation to ensure that this kind of sales practice does not happen again with our company.

We spoke to Mr[redacted] and apologized for his
experienceWe coordinated times for a technician to come to the apartment
complex and install him with DIRECTVWe also made sure that everyone else that
had technical problems at the complex got everything resolved before
the
technician leftWe were able to get Mr[redacted] on the new DIRECTV promotion
which included a $[redacted] visa gift cardAfter speaking with him over the phone,
everything has been resolved and the customer is satisfied with the services providedWe will always try to get customers installed as soon as possible according to the availability of the customer and the technicians