Jacobsons Asbestos

A quick note to inform you that Andrew G [redacted] , manager of Kit Carson Telecom has contacted me personally and offered to resolve the complaint by crediting the two months of billed services back to my account

Date Sent: 6/23/7:23:PMComplaint: [redacted] Our complaint remains open until:Thank you for the credit however, it's not so much the credit as the numerous outages.Please see attachment - in addition to the outages, we are experiencing slow speeds (6/20/15)I have now started to log the dates & times and duration of each outageA tech came bytoday thinking the issue was just slow speeds and was not aware of the outagesHe assuredme that he will systematically find and resolve this issue within the next week, and if not,then he will do a complete re-installWhen we don't experience multiple outages,and the phone issue is resolved, I will gladly remove this complaintAgain, thank you for following up.Regards, [redacted] Verbal update 07/10/15:The tech went out to their home and, he said he thought the service call was for slow speeds and was not aware of the outagesHe said he would check on it.The tech checked on the outage reason, and could not find the outage reasonThe tech offered then a new reinstall to see if it takes care of the outagesThe consumer called back because it was not received, and he got the run around (the same issue with his refund they promised) and they have not done itHe calls them several times and nothing has been doneHe said he finds when there are outages he can not get through to the business, seems their phones are down also

Consumer, *** ***, communicated with *** *** from Kit Carson Telecom regarding his complaint. *** approved a credit in the amount of $54.09. Kit Carson Telecom is reviewing and testing the current toll free number issue in order to ensure that all calls are handled in
a timely manner. Please let me know if additional information is required

Complaint: ***
I am rejecting this response because:
Of course, there should be no charge for installing a new radio and changingthe access point, the internet service was completely unreliable as the speedtests have shown, including multiple outagesThe signal has improved slightlyhowever, we are currently getting approx1/of the down and upload speeds for which we are paying for and, are still experiencing outagesThe trees we have are well below the roof line and couldn't have possibly obstructed the signal (see attached photo)The review posted on the SW Revdex.com also indicates slow speeds, which started the same time as ours.We were billed for the month of June (see attachment) and the office staff,on occasions, informed us that the credit was not issued.Kit Carson Telecom needs to improve on their customer service and their internet service as wellCustomers should not have to go through more thanmonths of outages, slow speeds, "The number you are calling has been changed, disconnected or is no longer in serviceand months spent tryingto get these issues resolvedWhy does it take this much effort & time to get satisfactory results from thiscompany? Future customers need to know this information so they can makeinformed decisions as to which ISP to subscribe to.Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

In an effort to address customer’s complaint, on July 21, a
Kit Carson Telecom installer installed a new radio at no charge to the
customer. Also, since the radio signal was affected by obstructions i.e
trees; the customer was changed to a new access point which we found improved
the signal. Our records reflect that the current access point is about
miles from his home.
In reference to consumer’s complaint that he did not receive a
credit we found that consumer did not receive a credit; however, instead
consumer was not billed for the month of June. Attached is a statement
which reflects there was not a bill for June.
We apologize for any inconvenience; however, Kit Carson Telecom
has worked with consumer to improve internet service

Date Sent: 6/23/2015 7:23:19 PMComplaint: [redacted]Our complaint remains open until:Thank you for the credit however, it's not so much the credit as the numerous outages.Please see attachment - in addition to the outages, we are experiencing slow speeds (6/20/15)I have now started to log the dates & times and duration of each outage. A tech came bytoday thinking the issue was just slow speeds and was not aware of the outages. He assuredme that he will systematically find and resolve this issue within the next week, and if not,then he will do a complete re-install. When we don't experience multiple outages,and the phone issue is resolved, I will gladly remove this complaint. Again, thank you for following up.Regards,[redacted]Verbal update 07/10/15:The tech went out to their home and, he said he thought the service call was for slow speeds and was not aware of the outages. He said he would check on it.The tech checked on the outage reason, and could not find the outage reason. The tech offered then a new reinstall to see if it takes care of the outages. The consumer called back because it was not received, and he got the run around (the same issue with his refund they promised) and they have not done it. He calls them several times and nothing has been done. He said he finds when there are outages he can not get through to the business, seems their phones are down also.

Revdex.comRe:  Complaint ID [redacted]...

[redacted]                                   ...⇄ 4/20/17 To Whom It May Concern,This letter is in response to the above referenced complaint.  The customer claimed that he had cancelled his service several months ago and that he was still getting billed for the wireless internet service.  I can understand how this would be upsetting to the customer but in reviewing the customer’s account, we were unaware that the customer wanted to cancel his service as we were unable to find notice or instruction to do so. Our records did indicate that the service had been inactive. The customer did come in to our office to discuss the issue at hand.  In making a good faith effort to resolve the issue, we have cancelled the customer’s account and adjusted the invoices billed to clear up this account.  The customer left satisfied and would like to return as a customer if we can provide fiber-optic internet services to his home.  We have scheduled a technician to make a service call to find out what it would entail to get him serviced.Please contact me if you have any questions. Regards, Brenda C[redacted]Office/Billing SupervisorKit Carson Telecom###-###-####

A quick note to inform you that Andrew G[redacted], manager of Kit Carson Telecom has contacted me personally and offered to resolve the complaint by crediting the two months of billed services back to my account.