J. Doyle Backhoe Service

Altice USA, Inc(“Altice”) is the parent company of Optimum and is responding on its behalf. I write in response to the complaint submitted by, or on behalf of, *** ***, regarding his complaint pertaining to him not receiving a promised gift card after installation of new service.
Optimum spoke with *** *** on December **, to acknowledge receipt of the complaint*** ***’s gift card was shipped to him via US mail on December **, and can expect deliver within 2-weeksOptimum will continue to be in contact with the customer

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:
My issue was not resolved by *** nor was it resolved by Optimum After four days without service because of an unprofessional Optimum technician and two scheduled appointments with Optimum to repair the service they damaged I lost any hope that they would do the right thing and repair the damage so I resolved the issue myself I terminated the coaxial cables and reattached them myself, restoring my service using tools and materials I purchased out of my own pocket.Optimum is financially responsible for the damages done, which amount to $222.00$appointment cancellation fee for each appointment (2) they missed = $160$8/day for each day (4) I was out of service (my $monthly *** *** bill/days=$8.20, rounded down to $for simplicity) = $32$for RGcompression connectors, compression tool, cable stripper = $30Since I am not an Optimum customer I will accept payment in the form of a check made out to me
*** ***

An e-mail response to the customer was sent, in which the customer was apologized to for the poor experience of having the technician arrive late to the scheduled appointmentWe are glad that the appointment did get completed the same dayAs a courtesy, a $credit towards the customer's next billing statement was offered, and if the customer wishes to accept, she can contact us to let us knowNo additional credit was warranted, as the installation did complete, so the installation charge is valid

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:
This statement is completely and demonstrates further the widespread issues with this company. I successfully connected with Margaret from optimum's corporate offices. Issues were addressed and explanations givenReps were coached. A $courtesy credit was offered and accepted. I completely accept the closing of this case, but certainly not due to lack of contact/communication as represented above
*** ***

On 4/**/17, the customer logged onto ***’s web site (***), to make a one-time payment of $137.90, which was processed successfully and applied to the *** account the same dayOn 4/**/17, another online payment processed for $After reviewing the account history, ***
found the customer had set up a future payment of $on 3/**/17, for 4/**/The customer did contact Customer Service on 4/**/17, to request a refund of the latest payment and was correctly advised it can take up to business days to process the requestOn 5/*/17, a refund of $137.90, was issued back to the customers card on file*** left a voicemail message regarding the refund, as well as an email and a letter

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: Today is 9-**-17, in response to their answer about no response on my part, I tried to call Friday 9-**-and was instructed to leave a message and they would call me backIt is now 12:Monday and I have heard nothing from Sudden LinkThere little discount on my bill is not enoughThat is not even a weeks worth of there so called service, that they cut off because of a bad wireI know they do not care about their customer service and will do nothing more than they have already done with that LITTLE discountSudden Link needs to step up their customer serviceI know that do not care but I will be switching cable and internet providers, because of the way they handled this matter
*** ***

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:
My original question was never answered by Cable's employeeI was never told the procedure that has been in this answerWas only harassed to keep the serviceTold them I wanted to cancel and asked procedureI assumed because I told them I wanted to cancel they were knowledgeable enough to say I had to pay a full month or I never would have taken the other service until this one was upI am on social security and dont have the money to pay itThey are not a reputable company to do this to meThey are deceitful and something should be doneI am calling the Attorney General's office if it is not resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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:
My request to cancel was received by Optimum PRIOR to the end of the billing cycleIt is NOT ETHICAL that a company makes it as easy as possible for customers to add services, make appointments to add a new service, etcincluding 24/customer service and 24/online access but they don't provide the same access to customer service or online access to cancel your serviceThis is a blatant attempt to inconvenience customers who are not satisfied with the service they are receiving.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Suddenlink spoke with *** *** ***; who filed the complaint*** *** stated his complaint is that he was told he would be given free high speed internet of 150m for monthSuddenlink advised we would investigate and callbackAfter reviewing the call ; the agent advised *** *** that if
he doesn’t like the internet speed of 150m; then within 30days he can callback and downgrade the speed and no charge will be applied*** *** never called back to downgrade the internet speed; and currently still has the 150m internet speed. Suddenlink attempted to follwith the findings; and was unable to make contactSuddenlink’s resolutions is that no credit is due back to the customer A voicemail was left to call our Corporate lineA no contact letter will be email to the customer

Customer complains of poor service upon installation and complains of a $charge for a tech to pick up the equipmentUpon investigation of this account it was determined that the customer was installed on 8/**/and requested a disconnect on 8/**/Customer cut down drop cable and
rolled it up and unhooked equipmentThe customer was fully disconnected on 9/**/and the equipment was returned on 8/**/17, the day after the disconnect was scheduledThere is a $balance on this account no other issues persistCustomer resolved their own issue by returning the equipment to the local office on 8/**/and avoiding any feesThis complaint is resolved

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:
The company response is a duplicate of a previous response and doesn't resolve/address my concern. I was on auto pay, so printing a policy on the bill wouldn't have informed me of anything. I didn't agree or consent to the policy change. To the true matter at hand-when I called to transfer service coverage to my new home, the representative did not inform me of the policy changeHad he informed me, I would have immediately cancelledI was told to just call back when I was ready to cancel since my new home wasn't in the company service areaSince the calls are recorded, please check the account recordsI started with an online query and was told to call customer service when I tried to transfer service to my new homeSo I called-that's when I learned the company doesn't service my new area, so I updated my address to the new homeI wasn't informed of the policy change at anytime during the online query (though I wouldn't expect it here since I was trying to transfer, not cancel) or when I calledIn fact, the representative told me to just call back when ready to cancelIf I was informed during the call, I would have had thre opportunity to cancel before a new billing cycle started.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ** ***

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:The "offer" for $5 was insufficient as per missing important live TV programs and time spent on a phone with incompetent representative intruding my STB equipmentAlso it would not compensate an astronomic cost Cablevision charges me as it's customer. If Cablevision fails to reimburse me for a poor service please make this complaint permanent on Cablevision recordThank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Suddenlink has researched *** *** *** complaint speaking to the customer he expressed The drains are in working order the only damage is to the sod of the property due to
freezing climatewould not able to address. Customer stated that drains are fine due to climate sod will remain the same, not a sudden link issue Suddenlink spoke to the customer The drains are in working order the only damage is to the sod of the property due to freezing climatewould not able to addresscustomer stated that drains are fine due to climate sod will remain the same, not a sudden link issue

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 and the matter has been resolved
Sincerely,
*** ***

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:
The issue is about the business not sticking to a promotion in a flyer and the reply is false. Additionally the business is engaged in a monopoly in the region and out of times did bill loading. Also, the issue of using the A + symbol on the flyer hasn't been addressed. A + may not be used in print and SuddenLink posted this on the flyer. Additionally, I couldn't locate where the business is Revdex.com Accredited yet it appears on the marketing flyer as well. The business changed my TV package without my permission, this issue wasn't about a budget it was about advertising and consistently promotions use the word "guaranteed for a year" yet they don't stick to the package. I didn't alter my package, it wasn't until I filed with the Revdex.com complaint that my account was modified by SuddenLink internally, when I called in to discover why there was a change to my channels they said they were changing it because I requested the change days earlier. Again, the techniques are clearly designed to promote one rate, yet they have not honored the promotions on a consistent basis. Sincerely,*** ***

On 8/**/17, prior to filing this complaint, the customer was provided the credit in questionOptimum has reached the customer an verified her satisfaction with this complaint

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 and the matter has been resolved.suddenlink came out and finally hooked up my Services a few days after I filed the Revdex.com complaintI think it's sad that a company has to have their arm Twisted in order to do their jobsMy complaint was not about my services working, it was about suddenlink's technicians refusing to do their jobsI am satisfied with my services and hopefully I won't have any other issues with Suddenlink's and their technicians or employees.
Sincerely,
*** ***

Suddenlink has received *** ***'s complaint in regards to equipment charges on his account.After further investigation it was found that this equipment charge is validThe equipment in question was for telephone servicesWhen any equipment is returned at local office or by technicians the
equipment is removed from the accountEach week warehouse will also scan the equipment, and if the equipment was not removed from the account prior it is automatically removed from the customers accountWarehouse will then place the equipment in a test zone to see if any repairs need to be made to the equipment, and it is once again scanned and removed from the customers account if not alreadyWhen the equipment is shipped for repairs it is scanned again, and if the equipment is not shipped for repairs but marked good to go out again it is scanned to be assigned to a technicianOnce the equipment returns from repairs it is once again scanned and sent to be assigned to a technicianWhen it is assigned to a technician it is scanned and free to be installed on a new accountThis particular piece of equipment can only be installed by techniciansWhen a technician goes to a customers home to install services they are required to call in and have each piece of equipment added to the new accountThe equipment and services will not work if it is not assigned to the accountEquipment can also not be assigned to more than one account at a timeWe also do monthly equipment audits to verify that all equipment that has been returned is accounted forWe have attempted to reach *** *** to explain the above information but have been unsuccessfulWe have mailed a letter with our contact information should he have any further questions on this matter.We trust we have satisfied our obligations in regards to this complaint and no further contact is necessary

Attempts to reach the customer were made on 6.**and 7.*
Altice was unable to reach the customer and sent a no contact letter to customer

On 4/*/17, an Optimum Sales Specialist spoke with *** *** to discuss his complaint. The representative explained to *** *** that he was not eligible for *** Movers promotion; however, he accepted the offer of free installation and a $credit was issued to his account.
The customer declined the offer for technical assistance stating that he would callback if needed