J. Doyle Backhoe Service

Upon investigation, it was determined that there are two houses with the same house number near each other and the technician did visit the incorrect house. Optimum has contacted the customer in receipt of this complaint and offered to provide a credit for the not home fee, which the customer...

accepted. Optimum also apologizes to the customer for going to the incorrect house.

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]

Suddenlink has made several attempts to contact the customer but has only been able to leave messages with our direct contact information. A no contact letter will be mailed requesting contact. Suddenlink remains open to discussing the matter further with the customer when they are available.

On 11/**/16, Altice contacted the customer to discuss his complaint. The customer was given an appology for the poor experience and offered a 1 year promtion lowering his rate by $10.00 a month. The customer is satisfied with the response.

On 4/**/16, Cablevision contacted the customer to schedule a service appointment. On 5/*/16, Cablevision arrived at the customer's home and was able to resolve the customer's issue. Since there has been no report of a service issue prior to this complaint, Cablevision informed the customer that no...

credit is warranted. The customer's understanding was confirmed. [redacted] has Cablevision's contact information should he have any further questions or concerns.

Suddenlink received [redacted] complaint stating his dissatisfaction with Suddenlink disconnect policy and the remaining balance on the account.   Suddenlink has researched [redacted] account; in April 2016 all customers were notified by their billing statements that the Residential...

Service Agreement would change on May [redacted] 2016. 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 disconnected services in the middle of the cycle the services will not be disconnected until the end of their billing cycle.   In [redacted] case his billing cycle began on April ** to May [redacted], and [redacted] contacted Suddenlink to disconnect on May [redacted]. The services would not be disconnected until May **, 2017 and the customer per Suddenlink’s Residential Service Agreement is responsible for the entire billing period. The remaining balance on customer’s account is $132.68   After three unsuccessful attempts to reach Mr. Murray, we are sending a no contact letter. Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

We are in receipt of [redacted]' complaint regarding poor installation of service and installation of 2 unnecessary outlets in the residence. Upon investigation of the complaint, it was determined that [redacted] was previously subscribed to Suddenlink cable services and had cable ready outlets...

available. The technician added the 2 outlets during install and this was not requested by the customer during the initial sales call. Upon speaking with the customer, he informed the company that the technician did not need to install any outlets as he had services previously and did not need any more outlets to be installed in his home. He had to make necessary repairs to lines that were left behind by the technician. A credit in the amount of $53.00 has been applied to the account. [redacted] is aware that he will see this credit on his next monthly statement. The customer is satisfied with the resolution and considers the complaint to be resolved. Suddenlink trusts that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Suddenlink received [redacted]' complaint in regards to her billing concerns.[redacted] has had services at this address since January [redacted], 2017. The original package [redacted]' account was on was the triple play package with cable, internet and phone. The cable package included limited...

and expanded cable and a TiVo box was added for equipment. The internet package was 200 megabytes per second with unlimited date and for equipment she had a rental Wi-Fi modem. The telephone service was basic telephone service which included a telephone modem. This package with estimated taxes and equipment charges was about $165.xx.On March [redacted], 2017 [redacted] contacted account services stating she did not want her bill over $95.xx, the account was repackaged at that time to give her the packaging she was requested. At this time she was downgraded to just limited cable with a TiVo box. No changes were made to her phone or internet services.[redacted] contacted Suddenlink on September [redacted] in regards to her channels were not working. At this time the original agent she spoke with added the expanded channels, and removed the Wi-Fi charge erroneously from [redacted] account. This made [redacted]' account go from the $95.xx to $120.xx. These changes have been reversed and any charges [redacted] received from September [redacted] were credited. Education and retraining has been sent to the agent's supervisor for further review to avoid a situation like this one in the future.We have attempted to reach [redacted] to inform her of the above information however we were unsuccessful. We have sent a letter with our contact information should [redacted] need any further assistance on this matter.We trust we satisfied our obligations in regards to this complaint.

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. I am disappointed in Suddenlink's business practice that required a Revdex.com complaint to reach a satisfactory resolution and I am sure there are many other customers who have been billed similarly and didn't have the time or knowledge of Revdex.com to challenge it.
Sincerely,
[redacted]

Suddenlink has received [redacted]s complaint regarding her continuous internet service issue. [redacted] states her internet has not be working properly and there is a lag when she attempts gaming and or streaming. [redacted] is seeking a resolution to her service issues and states she has had...

four different appointments for a line technician to replace the lines and states this has not been completed.   Suddenlink has researched [redacted]s complaint and show that Suddenlink’s maintenance and field team verified all cable and connectors on December **, 2017 and also verified the drop and all was reading a good signal. [redacted]s tap was also checked all the way back to the node and Suddenlink’s field team could not locate any issues. [redacted] advised and reported that her service had been fine for three days prior to the field technician going out on December **, 2017. [redacted] has the Suddenlink field technician’s contact information should she have any future issues. Suddenlink apologizes for any service issues she has encountered.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.

Upon review, it was determined that the Sales Representative did not inform the customer that he would be billed a pro-rated charge for the days between the installation date and the start of his billing cycle. Internal actions are being taken to address this with the representative. The customer...

was provided a credit for the pro-rated charges, and understands what the monthly bill will be going forward.

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]

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:

1). I do not feel the business has the right to charge me for a full month when I cancelled the service mid month. I asked if [redacted] could refund me for the partial month I paid when I signed up for the service and I was refused.  Also, [redacted] did not have the chance to "educate" me on their unfair practices because I could never get through to cancel my service even after waiting on hold for multiple hours on numerous occasions.2). [redacted] is attempting to charge me for an additional month of service, because I was unable to cancel the service because they provide no way to cancel the service through their website and they never answered their customer service line even through I called multiple times and stayed on the phone for over an hour waiting.3). Speaking with their representative it was very obvious they do not care about their customers or the Revdex.com.  They have no interest in resolving the dispute.  I will not pay for service that I was not given a fair way to cancel (extra month of charges) or for additional days in a month that I did not use.  I switched my provider to Verizon FIOS, I should not be forced to pay for another 45 days of [redacted] service that was never used and I did not even know I had.      
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

From 2/**/17 - 2/**/17, Suddenlink has attempted to reach the customer, but was unsuccessful. The customer was left a voicemail advising that he was credited for the 2 months in questions. The customer was also provide with Suddenlink's contact information.

Suddenlink received [redacted]'s complaint in regards to being charged after she had requested for disconnection in September.
On or after May **, 2016, Suddenlink made a change in our Residential Service Agreement (RSA) which provides that service subscriptions are renewable on a monthly basis...

with no refunds provided for partial months.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 and colorful 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. For customers, like [redacted], who choose to disconnect their service early and return their equipment, they will continue, via the Suddenlink website, to be able to access their email, pay their bill and view online programming via Suddenlink2Go.
According to our records, [redacted] requested to have her Suddenlink services disconnected on September [redacted]. The disconnection should have been scheduled in accordance with our disconnect policy for the end of her billing cycle on October [redacted]. Unfortunately, the agent she spoke with in the local and over the phone did not complete the necessary steps to ensure her disconnect for her cable, internet and phone service. This caused the account to accumulate charges after October [redacted]. The account has been corrected and all charges after October [redacted] have been removed from the account. Education and retraining has been provided to the agents and their supervisors to avoid any further escalations.On November [redacted], Suddenlink attempted to reach [redacted] to advised her of the changes, but we were unable to make contact. We were able to leave our contact information should she need any further assistance.We trust we have satisfied our obligation in regards to this complaint and no further contact is necessary.

The customer is disputing equipment charge write off on his account.  Upon investigation of this complaint, it was determined that the customer purchased the equipment from the local office when he was installed in September of 2016. Upon disconnect the customer was charged an equipment charge...

and it went into write off status. The collections team has reversed these charges and reached out to the collections agency to report the write off error, remove it from his credit, and issuing the customer a refund of $10.07. The customer has been made aware and is satisfied with the results.

At this time, I have been contacted directly by Altice USA / [redacted] regarding complaint ID [redacted], however my complaint has NOT been resolved because:
It was an acknowledgement of complaint receipt and not resolution.  Representative informed me that my complaint has been received...

and would be escalated; however a final resolution/outcome has not yet been determined.   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 12/**/16, Suddenlink spoke with the customer to acknowledge his Revdex.com complaint. Suddenlink advised the customer we will credit the account $40.00 for the returned modem; however, his balance of $81.94 is still a valid charge. In April 2016, all customers were notified regarding an update to the...

Residential Service Agreement which explained that we are no longer offering any pro-rated credits when accounts are disconnected.

Multiple attempts to reach the customer were unsuccessful, including a message being left and an e-mail being sent with our direct contact information. Upon review, the person the customer referenced was mailed to Apartment 2, not the customer's apartment.

Suddenlink has received [redacted]’s complaint regarding the installation of internet service. [redacted] states that he was advised that he would have to pay for the wire to be run to his home and that Suddenlink would complete the cost assessment. [redacted] states he has not been contacted...

regarding this and Suddenlink has run a credit check and it is on his credit report.   Suddenlink has researched [redacted]’s complaint and show that Suddenlink’s construction team has advised [redacted] that the cost to build to [redacted]’s address is $4213.10. A letter was mailed to [redacted] that he would be responsible for the cost to build before construction could begin. There were several attempts to reach [redacted] by phone by Suddenlink’s dispatch team and construction crew to discuss this matter, however have been unsuccessful.   Suddenlink feels that we have satisfied our obligation in regards to this complaint and no further contact is necessary.