J. Doyle Backhoe Service

On 7/**/16, a Field Service Manager spoke with the customer to revisit the claim of damage. Then on 7/**/16, the Field Service Manager examined the damaged area of the window frame and explained to the customer that from his point of view, [redacted] did not create the damage as mud and cement splatter...

is around the area of the widow frame.  There is specs of mud inside the damaged area of the frame, which makes Field Service Manager conclude this damage is much older than the install date. The customer claims only [redacted] and the builder have been in the home and the builder would have told them if they caused the damage. Per [redacted] Field Service technician’s statement, [redacted] was with him while he was working in this area and when he was drilling, the drilling was done on the same window in a different area. The customer was not satisfied that the denial of the claim stands.

Business Requested Response to Not be Published.

Optimum Sales Support made several unsuccessful attempts to reach [redacted] between 9/**/17 and 9/**/2017. On 9/**/17 a letter was mailed to [redacted] advising we have been attempting to reach him regarding the promotional offer extended to him in June of 2017.

Suddenlink has received [redacted]’s complaint regarding to the bill that was received for the amount of $105.90 due March **, 2018.Our records indicate that the bill mailed out to [redacted]s is for a past due balance of $49.95 with due date February **, 2018 for services rendered for period February...

** to March **, 2018 a $6.00 late fee, and a current balance of $49.95 due on March **, 2018 for service period March ** to April **, 2018. The customer called in on February **, 2018 to request services be disconnected. Due to the Residential Service Agreement policy the services could not be disconnected until March **, 2018. This is due that the customer contacted Suddenlink to request services disconnected during the active service period of February **, 2018 to March **, 2018.  The billed amount is for service period March **, 2018 to April **, 2018.  Suddenlink will automatically update the final billed amount once the account disconnect is completed. The full balance owed to Suddenlink is $49.95 for service period February **, 2018 to March **, 2018 and the $6.00 late fee since that balance was not paid on the due date of February **, 2018.Suddenlink called the number listed on the complaint and [redacted] answered.  Customer was informed of the balance due to Suddenlink as per company Residential Service Agreement policy.Customer acknowledged the above information however still is dissatisfied with the balance amount being his responsibility.     Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Customer complains that she was not informed that her father had a cable box and that a Suddenlink representative did not inform her of any equipment. Upon investigation of the complaint, the call was reviewed and it was determined that the customer informed the agent that there was a Motorola box...

in the home and the agent also verified the same information. This debt is valid and no credits will be issued to this account. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

An Optimum Specialist attempted to contact the non-Optimum subscriber via the telephone; however, an email response was requested.  On 8/*/17, an email was sent requesting a phone call to further discuss and assist with the complaint.  Optimum remains available to further discuss the...

complaint; when contacted.

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 becauseSuddenlink is absolutely incorrect. Funny how [redacted] came out and checked the very SAME equipment, moved the box to the living room (where Suddenlink said it wouldn't work or make any different to the signal that I was receiving).  My signal works perfectly, I receive my internet without any interruption. When I had Suddenlink their equipment on their end was so shoddy, I would get Limited coverage EVERY single day. Their lines are SHARED by the entire neighborhood and are SO slow it's ridiculous. Now I have my own fiber optic line that runs up to my door from [redacted] and no issues whatsoever. Suddenlink is trying to justify their actions by pushing if off on me and saying oh it was her equipment that her internet wasn't working and Suddenlink  was just trying to get the last bit of my money. I filed this complaint because I want others to see how they treat their customer of over 8 years and try to rip them off.  I want my $65.00 back. NOTHING was wrong with my equipment, it works fine as [redacted] has proved. Also they are saying that I went over my coverage amount. My son & I could not in anyway have went over and in over 8 years I NEVER went over but oh as I 'm leaving on my LAST bill...all of a "sudden" I have gone over. I asked for proof and they couldn't provide it. Of COURSE NOt! Don't use Suddenlink...they will rip you off and don't care about you as a customer! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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:

We did not have telephone service nor did anyone return numerous calls after a message was left by sudenlink.  We had one modem it was returned and sudenlink acknowledged the return.  Again I must state that there is no logical reason that we would have two modems performing the same job.  Sudenlink continues to not accept there logistical error and passes on the cost to the customer.  Monthly billing only reveals one rental fee year after year after year.    
[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 as long as tablet is received by date stated.
Sincerely,
[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:
 In the settlement section of the complaint, I made it clear that I want an apology letter from the customer service representative that insulted me and refused to connect me to a supervisor. Optimum did not apologize  to me. They are constantly lying about it. I did not receive any letter/notices that my service would be interrupted and fees would be charged on my account. Optimum is lying about it. They never sent me any notices and trying to justify their cheating and unethical policies by lying and making excuses. I made it clear in the complaint that I want my account to be credited an amount of $20 to demonstrate their fair and ethical policies towards their customers. Otherwise, I have to consider disconnecting their services. Once again Optimum have clearly demonstrated their lying, cheating, unfair, unethical and unjustified policies and responses towards their customers. It's the main reason of losing their customers.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

An Optimum Specialist continues to engage the customer while the issues contained within the complaint are further investigated; the customer has Optimum’s direct phone contact information.

Suddenlink has received [redacted] complaint regarding Suddenlink’s RSA disconnect policy and remaining balance on the account. Suddenlink, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access...

to our high-quality products for the entirety of their monthly service period.  This policy was communicated to our customers prior to the change, including a prominent and detailed explanatory bill message with a web link to the new terms of service effective May **, 2016 with ongoing periodic bill message reminders; and additional email messaging for electronic billing customers directing them to read the bill for updates.  Once a customer’s billing cycle has begun the customer is responsible to make the payment for the full month. If a customer chooses to disconnect services in the middle of the billing cycle the services will not be disconnected until the end of their billing cycle. In addition, when a customer contacts Suddenlink to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period.  In [redacted]'s case, her billing cycle was from 07//**/2017 to 08/**/2017, and the disconnect was not requested until 07/**/2017.Suddenlink spoke with [redacted] on July [redacted], and went over the RSA disconnect policy, and although she is not in agreement with the policy she is aware that Suddenlink will not be granting any service period credit. If there are any further questions or concerns on this account [redacted] has our contact information.Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is required.

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:

Optimum's corporate offices called me twice (not sure that constitutes "several") and left me two voicemails.  I called back and left them a voicemail during regular business hours, last Friday.  I have yet to receive a return call to my voicemail.  I am still trying to establish a dialogue with Optimum in order to resolve the problems.
 
[redacted]

On 12/**/16, a Suddenlink representative spoke with [redacted] advising him we have waived the $50 service call fee.  We spoke to the customer regarding their dropped calls and [redacted] advised he will check to make sure all is working; however, the Suddenlink representative advised if...

there is a problem to let us know so we can address the issue as soon as possible. The customer was satisfied and considers this complaint resolved.

Optimum, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period. We take customer communication of policy changes very...

seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October [redacted]; and additional email messaging for electronic billing customers directing them to read the bill for updates.
In addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period. For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; Optimum WiFi’s more than 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and Newsday.com.
On 8/**/17, a representative of Optimum spoke with [redacted] in response to the complaint. Our representative educated [redacted] on the new Terms of Service and answered her questions.

Additional attempts to reach [redacted] were made between 9/**/17 and 9/**/2017. On 9/**/17 a letter was mailed to [redacted] advising we have been attempting to reach him regarding the promotional offer extended to him in June of 2017. Optimum has been unsuccessful with speaking with the customer, although remains available to further discuss the customer’s concerns should they contact us.

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]

Optimum, like many other entertainment, telecommunications and subscription services, makes its services available on a monthly basis; providing customers access to our high-quality products for the entirety of their monthly service period. We take customer communication of policy changes very seriously, and communicated to our customers in various ways for two billing cycles prior to the change, including: prominent and colorful messaging via banners on the front page and remit slip of the bill; a detailed explanatory bill message with a web link to the new Terms of Service effective on October **, 2016; and additional email messaging for electronic billing customers directing them to read the bill for updates. In addition, when a customer calls to disconnect their service, our representatives are instructed to remind the customer of the monthly period, and provide the option to schedule their disconnection date at the end of the monthly service period. For customers who choose to disconnect their service early and return their equipment, they can still continue to use our out-of-home services, such as: the TV to Go networks that they can watch on their mobile devices; Optimum WiFi’s more than 1.5 million hotspots, as well as Cable WiFi hotspots; Optimum e-mail; News 12 Networks and [redacted]. On 10/**/17 an Optimum specialist spoke to [redacted] and went over Optimums service cancellation policy. [redacted] is aware a prorated credit will not be issued. Optimum considers this matter resolved and remains available to assist [redacted] in the event future issues may arise.

On 12/**/16, Suddenlink spoke with the customer to acknowledge his Revdex.com complaint. After investigation, the customer did received two statements. The cable service was on statement 1 and the internet service is on statement 2, with automatic payments. The cable service was disconnected in 2014 for...

non-payment and never reconnected.  During a recent audit, Suddenlink’s collections team moved the balance of $204.00 to the active statement (the internet statement) since it was not yet paid. The customer was contacted on 11/**/16 by the collections team to advise him of this information as well as notification on the statement that was sent on 11/**/16. An apology was offered for any inconvenience but the customer was advised that no credit is warranted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me but will accept it as the Business has no further credit to offer.
Sincerely,
[redacted]