Jesse N. Owens Electric Corp.

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 Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and like I said I just want a chance to get service .I will pay reconnect fee even though .I have already .explained .to them that I was a new owner in the very beginningif they didn't want to hear would I hadto say Regards, [redacted]

First, I want to say that we have been running behind because of all of the wind and lightning damage due to all of the storms over the past months While we normally respond to service calls within one business day, our staff has been working 6-days a week, hours a day for the past several weeks in order to catch up Having said that, we did fail to contact Ms [redacted] on Monday, which was the first business day after she placed her call HOWEVER, we did attempt to contact her numerous times on her phone, however we got the message, "mailbox full or mailbox not set up" when we attempted to contact her each day after that.Ms [redacted] just signed up for our service at the beginning of May and is not familiar with our company and how we serve our customers under circumstances We feel that Ms [redacted] has been unreasonable in her dealings with us and while we normally attempt to resolve Revdex.com complaints (as seen in our record with Revdex.com), due to her attitude, we have decided to completely refund all of her monies and cancel her service so that she can find an Internet Service Provider that can better meet her needs We have refunded all of her monies as of 6/29/and will go out to pick up our equipment this week

This customer's service was terminated due to her attitude in speaking to our troubleshooting staff and management After escalating the call to our upper level technical support, we advised the customer that the problem was likely to be the router or some other device on her personal network The customer was belligerent and vulgar to our staff including a taped conversation in which she referred to one of them as a [redacted] At that point we advised the customer that she would be better served by a different internet provider.She attempted to contact one or more of our resellers who are not allowed by contract to sell to any customer who has been terminated from our service since it is the same service and would not resolve her perceived issue

I discussed this with our service manager, [redacted] , and this is our version of this event:We changed billing software in early January and a billing glitch caused Ms [redacted] ’s service to erroneously be disconnected due to it showing being past due when it was not Ms [redacted] rightfully was unhappy about this When she discussed the issue with [redacted] at that time, she was angry and told us just to cancel her service This is why she did not have service since then I have instructed [redacted] to turn the service back on and to contact Ms [redacted] to see if she still wants service to stay restored

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The complaint is the data rate which was not deliveredI was not satisfied with quality and data rateI was satisfied with technician but technician did not fix my data ratesI was paying $for data rates not received

We deliver Internet service via wireless radio frequency We advised the customer that due to interference issues at his home, we could not guarantee speeds In fact, we do not guarantee speeds at all, and neither does any other Internet provider All speeds are advertised as UP TO We also advise the customer every time they receive any correspondence from us (invoices, service outages, etc) that by using our service after receipt of the e-mail, they state their continued agreement to our terms and conditions which are published at: http://www.getrsi.com/about-us/service-faqs-troubleshooting, which specifically references that speeds advertised are "up-to".The customer was unwilling to accept our advice, suggestions, or stated policy

Complaint: [redacted] I am rejecting this response because: First of all I am not sure how you believe you attempted to resolve the issue, when I NEVER once spoke to a customer service representative and the decision was made to cancel me as a customer BEFORE I ever even spoke to a customer service representative to discuss my ongoing issues since MarchGiving a customer less than weeks to find a new service provider is not acceptableI was told that Rock Solid has an internal meeting and decided to cancel me as a customer, and this was BEFORE I ever talked with LoriThey also DID NOT provide me a refund or waive the service charge until after I made multiple complaintsThis tells me because I complained about the service being slow, they not meeting their speed commitments and charging me for the higher service plan when their antenna is not even capable of those speeds, this is WHY they decided to terminate me as a customerI told [redacted] on the phone, that I was not asking for this large refund, I just wanted to remain a customer and have Rock Solid be accountable for the issues and responsiveI am shocked that it is okay for an Internet company to terminate a customer after not ever speaking to her on the phone or letting her have some options to explore to remedy the situationDecisions were made without a true customer service conversation taking placeI continue to ask to remain a customer, but want to be charged the correct amount per monthI have always been satisfied with the service before March, and was wanting to get back to that placeI understand there are limitations with the technology, as I am a CEO who heads up and provides consulting services to much larger companies than Rock Solid (Verizon, AT&T, Sprint, etc.)Please keep me as a customer, provide the refund as promised or give me the month of July to find another providerTO my knowledge there is only a limited number of options to get Internet here, and Rock Solid knows this, so they are blackmailing me essentially and holding me as hostage to give in to their poor customer services, not being accountable, and not honoring their pricing and service commitmentsMy only other option is Ethernet by AT&T priced at 1,500+ a month or a Satellite Internet service which is what I switched away from to move to [redacted] By the way, [redacted] was fabulous and always provided good customer support to this locationAlso, I have services with Rock Solid Regards, [redacted]

This location has had several members of the same family order service and then were subsequently cancelled for non-payment As long as the same family is occupying the residence, either the past due payments OR a $reconnect fee (which is actually less than the past due payment) must be
paid to restore service

We have tickets over the past year that show a continued dissatisfaction with our service We do not feel that we can provide you with the level of service that you expect and are not willing to offer you service if it is likely that you will continue to be dissatisfied There are
other options for Internet service and we feel you would be better served by obtaining service from a different provider

Complaint: ***
I am rejecting this response because: It does not address the complaintMy complaint wasn't about speedThe complaint is about the latency or connection to the serviceThe service is advertised as low latency, which has nothing to do with throughput on download or uploadI placed multiple calls which went unanswered for several days each timeUltimately a gentleman called stating there was nothing they could do and they would downgrade or leave my service as isWhen I attempted to explain the actual problem, 10+ times he continued with the same response without validation or addressing my concernI then told him I didn't want anything done to my service and that I would report this company to the Revdex.comHis response was "Ok" and he hung the phone upBy the time I made it home my service was terminated, I called to check the status and when asked who authorized the cancellation he stated he didThis is not the first complaint regarding this service, there have been multiple issues about the exact same problem and issue with the customer serviceThe business owner can deflect or deny the issue all he would like but understand that customer service is what drives company successJust to note, if you search the reviews on the company yelp.com has some really nice reviews on the topIf you go to the bottom of the page and click the link you are able to view the hundreds of negative comments that have been deemed "not suggested"
Regards,
*** ***

I believe this is a redundant complaint I think we responded to a different complaint from the same person

We apologize for the inconvenience We have been quite busy this week and we did not do a good job of taking care of you We will cancel your service immediately and we are also refunding you for your service this month

It is our belief that Ms*** would best be served by an Internet Provider that would best meet her needs We have completely refunded all monies she has paid to us since she started service with us We feel that we will not be able to provide her with the level of service that she requires At this point, we have returned all monies she has paid to us as a complete and total refund

Latency is a subjective term.  Most Internet providers consider anything that is generally (but not exclusively) 99 ms or less to be low latency.  This is a function of physics.  If the latency is consistently more than that, in our medium which is wireless, then the connection is deemed to be poor and should be removed if it cannot be corrected.  In this case, our staff rightfully determined that latency, speed and other issues were either not correctable or were not likely to be corrected to the customer's satisfaction.  This is why it was determined that cancellation of service was in fact, the best option for this customer.Regarding comments on Yelp, Google+, and other services, it is also a well-known fact that Internet Service providers rarely get good comments on theses services as few people are sufficiently motivated to brag about good Internet service.  Moreover, these services do not allow businesses to state their case or request removal of rogue or false negative comments as Revdex.com to its credit, does do.A failure of a typical customer to understand how the Internet actually works, the customers own use or abuse of their service, and the inability to understand how the laws of physics affect wireless delivery of service all contribute to many of our negative comments on these other services, yet we have no recourse to remove those comments.Finally, with nearly 7000 subscribers, the negative comments by this customer and the others on the above referenced services represent an extraordinarily SMALL number of our total subscribers, who are quite happy with our service, and this small number is much smaller that that of most cable and DSL Internet providers.

Customer had service and over the course of that time, placed a total of 4 tickets.  We have provided a list of his issues which were all resolved to his satisfaction.  At no time during the customer's service period with us did he state dissatisfaction with the service other than the 4...

instances which were resolved.  At no time during his service periods did he request any refund or ask to speak to a supervisor about his account.When customer cancelled, he did so in writing, which is required from us.  The first cancellation letter, dated April 9, 2017 stated that he was moving and made a reference to removing the antenna due to a new roof.  He sent a 2nd cancellation letter dated April 12, 2017 stating that he was moving to Pearsall and gave no other comments regarding dissatisfaction or request of refund for service.Our contract, enclosed, states that no refunds are given out for partial month billings.  Customer signed the contract at the time he received service agreeing to our terms and conditions.  I have underlined the relevant parts covering partial month refunds.In our opinion, the customer received the service that he ordered and we responded quickly and successfully to each of the 4 service tickets placed, in which 3 of those 4 were determined to be customer-caused issues and not the fault of Rock Solid Internet.No refund is warranted as our company provided the service as specified and agreed to.

This customer's service was terminated due to her attitude in speaking to our troubleshooting staff and management.  After escalating the call to our upper level technical support, we advised the customer that the problem was likely to be the router or some other device on her personal network....

 The customer was belligerent and vulgar to our staff including a taped conversation in which she referred to one of them as a [redacted].  At that point we advised the customer that she would be better served by a different internet provider.She attempted to contact one or more of our resellers who are not allowed by contract to sell to any customer who has been terminated from our service since it is the same service and would not resolve her perceived issue.

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.
Regards,
[redacted]

We have attempted to explain to Ms. [redacted] that the tower that her equipment is aimed at has not been upgraded to provide the speeds that she wants on the Boulder account.  We are not currently upgrading ANY customers on that tower until we can add additional equipment capable of doing so....

 Additionally,  we advised Ms. [redacted] on a service call for which we did not charge her that she was getting the speeds she is paying for.  The only time we charged her for a repair was when her gardener damaged our cable.  She stated that she felt that the new cable that we replaced it with was the cause for speed fluctuations.  Throughout our conversations with Ms. Atkinson, we have made adjustments to service and analyzed it far past our normal requirements in an effort to both solve any issues on our side as well as make her feel as if we were making our best efforts, all to no avail.  She continues to believe that we do not know what we are doing and of course, she has a right to believe whatever she wishes.  In the end, we determined that we could not make her happy.  Whether it is because we are not doing a good job or whether it is because we have been unable to convince her that because of the technology limitations of this tower is irrelevant.  It is never our desire to take money from customers who believe we are not doing a good job.  A few customers, such as this one, simply refuse to believe that we can defy the laws of physics when it comes to radio technology and the equipment currently in place.  Ms. [redacted] refers to our "habit" of cancelling customers who complain.  With over 7000 subscribers, I find it impossible to claim any sort of habit from 5 or 10 people, some of whom were not even our customers, have made this statement.  Our only habit is that we do everything we can to make a customer happy and once it becomes clear that they will not be happy, whether it is their fault or our fault or a combination of both, we try to solve the problem so that both sides no longer have to worry about it.  Once this determination was made, we refunded Ms. [redacted] 3 months of service for a total of $304.65 and advised her that she would receive free service through the end of the month in order to give her time to find an Internet provider that better meets her needs.  This was done well before Ms. [redacted] made this complaint and Ms. [redacted] was advised of this refund before she made the complaint.It always makes us sad to hear of a dissatisfied customer and frankly very few of ours feel this way, regardless of what Ms. [redacted] believes.  Sometimes we do not do the best job of conveying this, and we do try to be better about that, but to attack our Customer Service Manager, [redacted] is the most unpleasant comment of all as she is among the brightest and most pleasant of our staff and is tasked with doing everything she can to make a customer happy.  She literally can override any decision on a customer, including mine.I cannot understand how a customer would want to pay us if they did not like our service.  If we have advised that we can do nothing more and if that means that the customer will not be happy in the future, then in our opinion, there really is nothing more to be gained from taking someone's money.  Our standard procedure in this is to refund the current month's service and allow the customer time to obtain service from another provider.  Most Internet providers do not do this when cancelling a customer's service and additionally, we refunded the customer a total of three month's service just to show how much we do care about the customer experience.Because of this, we will not restore the customer's service but we sincerely wish her success in obtaining service to her liking from another provider.

First, I want to say that we have been running behind because of all of the wind and lightning damage due to all of the storms over the past 2 months.  While we normally respond to service calls within one business day, our staff has been working 6-7 days a week, 18 hours a day for the past...

several weeks in order to catch up.  Having said that, we did fail to contact Ms. [redacted] on Monday, which was the first business day after she placed her call.  HOWEVER, we did attempt to contact her numerous times on her phone, however we got the message, "mailbox full or mailbox not set up" when we attempted to contact her each day after that.Ms. [redacted] just signed up for our service at the beginning of May and is not familiar with our company and how we serve our customers under normal circumstances.  We feel that Ms. [redacted] has been unreasonable in her dealings with us and while we normally attempt to resolve Revdex.com complaints (as seen in our record with Revdex.com), due to her attitude, we have decided to completely refund all of her monies and cancel her service so that she can find an Internet Service Provider that can better meet her needs.  We have refunded all of her monies as of 6/29/2015 and will go out to pick up our equipment this week.