Jesse N. Owens Electric Corp.

Each time the customer called in, she was advised that we only accept cancellations in writing to [redacted].  The reason for this is because we have had people call in claiming to be the customer when they are not.  We have also had customers claiming that they called and cancelled...

but had no proof that they did so.Our terms and conditions of service, published on our website at http://www.getrsi.com/about-us/acceptable-use-policy clearly state that we require cancellation in writing at the e-mail address listed above.  If the customer sends a cancellation to that e-mail address, it is time stamped and a return reply acknowledging the cancellation is sent with a notice advising the customer to keep the e-mail for their records as proof of cancellation.While we are not obligated to do so, we have issued a refund of two months as a gesture of good faith and appreciation of the customer's business.In the event that the customer can produce a copy of the cancellation reply, we will issue additional refunds to the date of the cancellation reply time stamp.

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 March. Giving a customer less than 2 weeks to find a new service provider is not acceptable. I 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 Lori. They also DID NOT provide me a refund or waive the service charge until after I made multiple complaints. This 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 customer. I 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 responsive. I 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 situation. Decisions were made without a true customer service conversation taking place. I continue to ask to remain a customer, but want to be charged the correct amount per month. I have always been satisfied with the service before March, and was wanting to get back to that place. I 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 provider. TO 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 commitments. My 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 location. Also, I have 2 services with Rock Solid. 
Regards,
[redacted]

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:  During my numerous calls to the help line I was very specific with them all that I could not receive call during working hours, I left them 2 phone numbers, again was specific, my personal phone [redacted] was to be used to leave a message and I would return the call, the other phone was a business phone that I used because it had unlimited minutes available, my personal phone did not.  This must be on record as I do have messages left on my personal phone from the company.  I was never told that they were running behind in servicing their customers - all they wanted me to do is unplug and plug equipment in ( this happened at least five separate time with different techs with the same result they could not fix it.  The last time they wanted me to do it I refused because that was not working and at that time I insisted on a service tech to come  it was my request - no one ever offered it to me.  When I did that they said it was up to scheduling to call and set that up with me.  After 2 days I received an email   I returned their call when they send me an email and that is when they said Monday would be the first opportunity and that would be squeezing me in. That would be a total of 8 days without service.  All through this process I told them that that besides my day job I do work from home and night and on weekends and explained to ALL that I have not been able to work because of not having internet and it was causing a hardship.  That did not make any difference.  So from Sunday to today I have not been able to do my part time job and therefore am out money that I will not be able to make up.  I an 64 years old and I need that in order to support myself.  I did send notification on Saturday to cancel my service and to credit my account for the days I did not have internet.  I also informed them to advise me when they will pick up their equipment.  I do not think I have been difficult all I wanted was for them to fix the internet - Also I will add that when the service was interrupted because of the storm all homes in my small track was affected and I was the only one that was not restored the others were restored with in a couple of days. So no I was not difficult I wanted you to do for me as you did for the others.  
Regards,
[redacted]

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.

From: [redacted] [mailto:[redacted]] Sent: Wednesday, April 08, 2015 4:26 PMTo: [redacted]Subject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted] I want to cancel this complaint.  Rock solid has agreed to restore my service asap so...

please disregard and omit this complaint.  Thank you so much. Sent from my iPhone

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 beginning. if they didn't want to hear would I hadto  say.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]. The complaint is the data rate which was not delivered. I was not satisfied with quality and data rate. I was satisfied with technician but technician did not fix my data rates. I was paying $70 for data rates not received.