KR Communications

We are in receipt of Complaint ID [redacted] enclosed with a response from the complainant. Below is our final response regarding this alleged complaint. After reviewing the Customer's Response Statement we feel that we are more than accommodating her request by offering to pay for her streaming devices. Again, reflecting to our original response to this alleged complaint, we mentioned that all of our phone calls are recorded as well as all of our event booths are very clearly labeled as KR Communications being an "Authorized Dealer" for AT&T/DIRECTV. Ms. [redacted] continues to claim we were not properly disclosed as an "Authorized Dealer"lbut according to our Data Entry confirmation call with Ms. [redacted] on 8/15/2017 at 5:52pm we were clear several times to identify our group as "KR Communications" as well as disclosing we are an "Authorized Dealer" This call was taken with Ms. [redacted] on the call with clear understanding who we represented. Furthermore, Ms. [redacted] claim that her Sales Rep, Rob J[redacted], cancelled her daughters AT&T Mobility plan mid-month so she accrued $108 in prorated charges is simply erroneous. Again, all of our phone calls are recorded and this change was made with Ms. [redacted] daughter on the line, se1ing as she would be the only one able to make any changes to her own account. It was not only recommended by Rob J[redacted], but recommended by the AT&T Mobility Rep as well that she should sche6u1e her plan to change on her next billing cycle to avoid these prorated charges. Ms. [redacted] daughter then said "I've already used most of my data for the month, so just change it now". We hold zero liability1 with any prorated charges. Finally, covering the issue of her Sales Rep, Rob J[redacted], being under the impression that Ms. [redacted] currently had a streaming device either built into her Television's or an independent box(s) for streaming is very reasonable. Especially since you would need some form of a "Streaming ' device to "Stream" Netflix because it is exclusive to "Streaming". This is the only reason why we offered to purchase streaming boxes (i.e. Blue-Ray devices) for Ms. [redacted] when the Technician was at her home so she can continue to enjoy her Netflix. In conclusion, we feel we have offered a more than satisfactory resolution to this claim. Based on the facts or the claim, or lack thereof, we are willing to accommodate Ms. [redacted] with four (4) streaming devices at no expense to her so she can utilize her services as she wishes. This has been an isolated incident and we are willing to accommodate. Thank you for your time in this matter.

Please be advised we had looked at this account and the sale was made at 7:10PM on 08/23/15. On08/2.4/15 at 10:34AM we performed a confirmation call prior to...

scheduling. During these calls we reviewservice address, equipment, first and second year pricing, make sure the customer understands a 24month agreement, and auto bill pay. During this time the customer agreed .to everything and proceededto schedule install. Additionally the paperwork that the customer signs at the time of the install showsthe pricing (both first and second year).Although we wish every customer to be extremely satisfied there maybe confusion or misunderstandingduring the sales process in which we have placed these policies and procedures in place to prevent suchissues.We do not see any valid complaint here as it was reviewed three times before installation.If you should have any further questions you can contact me at the number above at extension 210.Keith CR[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  This is not any kind of an offer. Am asking for the 20Gb I was quoted.[redacted], Trust me when I say NOBODY went over anything with me after I spoke with Justin. The rep who called me to install service was only concerned about my first date I would be available for the installation. He never asked or reviewed anything, nor did I think he would even know any details. I figured his only job was scheduling - not sales or questions. Not to mention the installer that came to my home didn't know any details and he also threw the satellite box and garbage from the install over a bank into my woods that a found a week later! Justin should be lucky to have you as a "boss". I can't help it if you say he has a spotless record. If a doctor has a perfect 4 year record and then kills someone due to negligence, don't you think that is still a problem? Whether his actions were intended to deceive me or not, I will never know. But I can assure you he "conveniently forgot to mention" anything about 20Gb or no equipment fees only being a promotion. Trust me - I can't leave my house without checking if the lights are off 3 times. I KNOW I covered the details AGAIN about my plan with Justin the day I gave him my credit card over the phone and he NEVER said "that's only for 6 months" because I NEVER would have signed up. I was worried about what the cost per month would "actually" be not about any of my limits. Turns out the fee was right on but I was NEVER told the data was only for 6 months. I can assure you I never had a flyer, only his card I got while I spoke to him for 5 minutes at the 2014 Fair. Also - can you please explain the emails Justin sent me stating he would provided me a new promotion every 6 moths? Also - can you please explain why he said HE had been paying for my extra data for last few months? Your boy Justin has NO INTEGRITY! He is a flat out LIAR. He also told me all of our calls on his cell phone had been recorded. PLEASE play them for me because it will only help my case. He looked me in the eye and shook my hand at the Fair this year and said he was going into a meeting right then about this. I'm sure he lied about that also. Did he ever mention any of this to you before I went to Revdex.com? I have texts from him updating me daily on how he was going to get this resolved, then abruptly stopped after the last day of this years Fair.This complaint is not even close to being resolved. At this point, I don't even care if Justin has to really pay out of his own pocket. He has been LYING to me for the past 6 months and I can no longer respect him. Of course I wish him not to lose a job over this, but you really need to look at what kind of man Justin D[redacted] REALLY is. I promise,  if you knew who I was or what I did for a living, you would never question MY integrity.  Regards, [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.  Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Please be advised that we received the complaint and have done an investigation. After review the pricing quoted is correct. The customer had sent us the written quote which is also correct. When the internet price was given it is for a carrier we do not represent the customer was quoted by the rep...

and stated that it is an estimated cost and since we do not deal with that provider directly it is nothing more than an estimate, not an actual price. We will be sending this customer a $100 [redacted] Gift card for the misunderstanding as we wish all of our customers to be 100% satisfied. Thank you. Keith Ryan

Please be advised the Rep did talk to Mrs. [redacted] and credits were applied to the [redacted] account. Sheshould see that within the next billing cycle. Additionally the [redacted] portion was explained due to taxesand fees. Mrs. [redacted] was instructed to call us when she sees her credits and we are...

attempting to gether additional credits. Please let us know if you require further information. Thank you.Keith C R[redacted]Managing Member

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]