KR Communications

Please be advised that I spoke with the Rep on this and he emailed his response below. Additionally after a sale is made our office confirms everything including data caps, speeds, and commitment time periods before the customer is ever installed. I have also never had a problem with Justin D[redacted]...

misquoting or anything and he has been here for 4 years and prides himself on Customer Service. There is simply nothing that can be done for this customer as he already received a new customer promotion. I have added a free service plan to the customers account for the inconvenience. Let me know if any more info is required or if you have additional questions. Thank you.   -[redacted] RyanManaging MemberKR Communications I spoke with [redacted] at the NYS fair at one of our locations, were I explained to [redacted] like so many other about EXEDE internet service along with DIRECTV. When I was speaking with [redacted] and his wife about EXEDE we were holding a 6 month promotion at the time for double data on all of our packages for EXEDE.  I explained EXEDE promotion very well to him and every other person that signed up at the fair because [redacted] is the only one who called and told me I stated 2 year promotion deal on the double data. When [redacted] left the fair he walked out with my business card and also a flyer. On that flyer it clear states on there that 9.99 leasing fee discount lasted for only 1 year. I did tell him that the service price doesn't go up on EXEDE which is standard for all customers, Service price is still 49.99 plus modem fee and taxes. Some days later [redacted] reach out to me for a install for EXEDE services. I explained to him at the time I need name,address,email,DOB,phone number,debt/cc card number for the auto-pay for EXEDE. Not once did I ever state to him it's a 2 year promotion deal, not once did he ask me if it was a 2 year promotion deal as I already explained this to him prior. I asked for the information to complete his order and hung up and called our office to give them the information of Casey's so they can call him for scheduling. After I contact the call center then the call center will call the customer for scheduling to confirm the information I have gave them is correct, they also go over with the customer on data plan, rates, promotions, and explain the free time. [redacted] was installed with EXEDE internet on 9/8/2014 between the hrs of 6-8 pm. On 9/9/2014 around 1:30 pm [redacted] called the office in Buffalo complaining about this being a 3 year commitment with the double data was for all 3 years. He also stated he would info about what he signed and his packages and promo info. Email was sent to him around 1:49 pm to a email [redacted]. Between the times of 1:49pm and 2:24pm he had tried to call me and left a voicemail. I had no returned his call yet before he was calling the office again at 2:24pm asking how to log in to his EXEDE account which our office rep gave him his log in, then he started saying to her he though he was getting double data for his entire agreement. She explained to him that it was a 6 month promotion and he said that is not what I told him. The office at the time then conference me in with [redacted] and again I explain to him the promo was only for 6 month. [redacted] then told the office he didn't receive his welcome pack or agreement yet. At 4:55 pm  on 9/9/2014 the welcome pack and agreement was sent to [redacted] email [redacted]) which was different from about one when we sent it the first. April came around and [redacted] started calling me again about the extra data and I told him again let me see what I can do. Took a couple of days and we had no promotions available to give to him. He called again later in the month and I explained to him that I'm talking to management to see if we had anything available, which we didn't. Then he called couple time more also sent me some text and I had nothing for him. On 8/25/15 [redacted] called the office and spoke to one of our call center reps and [redacted] told him I said he was locked him for 2 years at the double data promotion and if he doesn't get this he will go to our tent at the state fair and " scream Justin is a scammer" to people walking by. Our call center rep then called me and told me what [redacted] had said to him so I called [redacted] and told him I have never done bad business and in all my years with this company I've never had a customer complaint and I've always took care of my customer. I also told him why would I lie to you about a 2 year promotion when not one other person called me complaining about nor called the call center to say I did. [redacted] then showed up and the trailer. Again no extra promotions available in which I said I would try to get him for the misunderstanding! Justin D[redacted]   Sales Manager KR Communications

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]