Law Offices of David F. Driscoll

The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties [redacted] ***~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: July *, Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted] We have also, reviewed the account associatedwith this case Upon receipt of thiscase we immediately contacted [redacted] via telephone When speaking with [redacted] he advised ofthe following issues that his company had with Broadview Network, immediately followingthe issues he reported is Broadview Networks resolution for each.Issue #Customer reported thathe cannot receive calls on the phone associated with extension *** The phone does not ring and he can only pickup the phone when it is on park Healso, reported that he cannot hear the person on phone associated withextension *** In response to this reported issue Broadview Networks opened a repairticket and changes were made on the technical side to the customer set up Upon completion the Broadview Networkstechnician confirmed with [redacted] that the service issues had been resolved.Issue #Customer advised thathis bill is much higher than price indicated in contractual agreement Reviewing all invoices generated betweenApril and June We found that customer was billed for thenewly installed [redacted] service which did reflect the correct price however;he also, was billed for [redacted] service which was the previous service he hadbefore converting to [redacted] ***Broadview Networks found that customer wasbilled for both services on invoices generated in April as well as May Therefore, we credited this account for theincorrectly billed [redacted] service in the amount of $which includesapplicable taxes and surcharges Wealso, provided a credit in the amount of $which covers the late fees andinterest billed on invoice dated June **, 2015.Issue #Customer reported thatthere fax telephone number was never converted from E-Fax to a [redacted] telephonenumber as they requested Reviewing this matter I found that uponrequest from customer Broadview Networks did place an order with [redacted] tohave a [redacted] telephone number installed, please note that [redacted] is the LEC for the area which customer is located [redacted] had to clear trouble in thefacilities which the line was to be installed therefore, this caused adelay Upon installation of lineBroadview Networks dispatched a Broadview Networks technician out to performthe swapping of the lines, the Broadview Networks technician could not locatethe newly installed line This matterhad to be referred back to [redacted] s to have them tag and locatethe newly installed line After [redacted] tagged and located this line, Broadview Networkstechnician was dispatched to perform swapping of the lines After confirming with customer that issuewas resolved Broadview Networks credited this customer $to cover chargebilled for E-Fax service on June **, and we have removed billing since theconversion of the line to a [redacted] line Broadview Networks advises thatwe have reviewed billing in it’s entirety with this customer We have corrected service issues andconfirmed with customer that service is working properly We also, ensured that the telephone numberwhich customer no longer needed was disconnected as per customer’s request andwe provided credit in the amount of $which covers monthly recurringcharges on invoices dated April **, 2015, May **, and June **, The remaining issues which customer is beingassisted will be handled by the assigned Sales Representative, those issuesare: adhering to customer request for on site training of phone system, customer’srequest for a wireless headset, customer request to exchange one telephone fora different model, and customer request for an overhead paging system It is believed that there was a strongmiscommunication and when trying to identify all issues customer had, however,Broadview Networks was able to resolve all reported issues Customer has been provided with me, [redacted] , direct contact number and email shall he require additionalassistance Broadview Networks findsthis matter to be resolved[redacted] Complaint#: [redacted] Date: July *,

[redacted] *** [redacted] [redacted] Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we attempted to contact [redacted] via telephone on numerous occasions, leaving voicemail messages requesting a call back To date we have received no return call from [redacted] Broadview Networks advises that we find the allegations made by [redacted] to be false Broadview Networks advises that [redacted] ’s monthly recurring charges for services provided by Broadview Networks was $50.7*, however, that does not include usage charges, taxes, surcharges and late fees (incurred for past due balance on account) Broadview Networks further advises that there was no charge for the use of call forwarding feature as [redacted] had the call forwarding feature on her line, and she was subscribed to an $feature package which gave her three (3) features for the cost of $in totalBroadview Networks advises that [redacted] service was interrupted (outgoing calls prohibited) on June *, for non-payment At the time of the service interruption [redacted] had an account balance owed in the amount of $**8.26, of that amount $1*was past due and $was current At the time of the service interruption date of June *, the last payment which had been made on this account was in the amount of $on April **, At the time the April **, payment was made this customer had an account balance owed in the amount of $366.54, of that amount $[redacted] was past due and $was current The balance owed was comprised of an unpaid balance from invoice dated January **, 2016; unpaid invoice dated February **, 2016; unpaid invoice dated March **, and unpaid invoice dated April **, Post service interruption date of June *, this customer did make a payment in the amount of $on June **, The service was disconnected as the $payment did not satisfy the past due balanced owed on this account Additionally, there is no record of [redacted] calling in to make any payment arrangements to avoid disconnection for non paymentBroadview Networks advises that based on the above we find this matter to be resolved Reviewing ‘EXHIBIT A’ which is a copy of this customer’s invoice it is clear that the charges for services being rendered does not include a separate charge for call forwarding feature Additionally, this customer was provided with notification prior to service interruption advising of date that past due balance had to be paid to avoid service interruption This customer was also, provided with notification prior to service disconnection Broadview Networks advises that we were within our right to disconnect service for non-payment Lisa Taylor Complaint #: [redacted] Legal & Regulatory Specialist Date: July 8,

[redacted] ***~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted] Dispute has been resolved by: September *, Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number [redacted] We have also, reviewed the account associatedwith this complaint Upon receipt ofthis complaint we were already working with [redacted] of The [redacted] via a complaint filed with the Federal Communications Commission.Broadview Networks advises thatthough we are this customer telephone carrier, [redacted] is the Local ExchangeCompany who owns the facilities associated with this customer’s telephonenumbers [redacted] is the only entity thatcan make repairs to the facilities Allservice issues reported by Broadview Networks customers are addressed by [redacted] Broadview Networks advisesthat at the time in which this complaint was received this customer had no dialtone on one (1) out of two (2) telephone numbers with Broadview Networks Broadview Networks aggressively approached [redacted] in regards to making a permanent fix due to chronic issues which this customerhas experienced between May and present This matter was escalated to [redacted] Management whose only offer inregards to a permanent fix was to migrate this customer to [redacted] lines asoppose to the upgrading the outdated copper lines this customer’s service iscurrently operating off of Customerdeclined this offer citing that while they do have some [redacted] lines they do notwish to migrate all lines to ***, as having all lines running off of ***will possibly result to a total out of service issue in the event that theylose power.It is Broadview Networksposition that any customer should have an option to which service type they aresubscribed to However, BroadviewNetworks cannot mandate [redacted] to making any changes that they do not deemnecessary Reviewing the ‘EXHIBIT A’which is email communication between Broadview Networks Repair Department and [redacted] Management it is clear that Broadview Networks was very precise as towhat our expectations were in regards toa permanent resolution to the ongoing service issue We further were very precise incommunicating that our customer did not wish to be migrated over to ***however, it seems that is the only option [redacted] is willing to provide inresponse to our request for a permanent resolution is for customer to bemigrated over to ***.Currently both telephonenumbers are up and working While wecannot mandate [redacted] to make any upgrades to the copper facilities, we can besure that Federal Communications Commission is fully aware of the serviceissues this customer has faced over the past few months We will further be sure to express to the FederalCommunications Commission that [redacted] indirectly attempted to force thiscustomer into migrating to a service which they do not choose to have as opposeto making the necessary upgrade to the facilities of there current servicetype Broadview Networks willcontinue to assist this customer with any and all service issues that mayarise We will continue to address [redacted] in an aggressive manner on behalf of our customer to ensure that ourcustomer receives the quality service which they are paying for Broadview Networks has placed an out ofservice credit on this account in the amount of $150.00, additionally thiscustomer will receive an e-coupon in the amount of $which can be appliedtowards a future invoice Lisa T*** Complaint#: [redacted] Legal & Regulatory Specialist Date: September *, 2015Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: A credit has been provided for this most recent billing issue, but given this company's repeated incorrect billing, I would like our experience with this company noted Simply put, I work with dozens of vendors Broadview's billing problems and poor service are the worst that I've ever experienced It is truly a miserable experience working with them, and to anyone looking for a telecom provider, I would recommend against working with them In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] *** [redacted] ***Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephone.Broadview Networks advises that this customer had two (2) accounts with Broadview Networks, which customer initiated the orders on both (please see ‘EXHIBIT I’) The supporting information which [redacted] provided is associated with account number [redacted] In an attempt to provide a response which is transparent, both accounts will be addressed separately.Account number [redacted] which is associated with “Order Receipt” dated September **, This account was disconnected by Broadview Networks Collections Department on October **, for non-payment At said time that disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $the last payment which had been received on this account was on June **, in the amount of $which covered invoices dated March **, 2016; April **, 2016; May **, and June **, Account number [redacted] which is associated with “Order Receipt” dated September **, This account was disconnected by Broadview Networks Collections Department for non-payment on May *, At the time which disconnection occurred this customer had an account balance owed to Broadview Networks in the amount of $ This account had been current up until April *, which is the date that customer reversed the following credit card payments: March **, payment in the amount of $29.20; February **, payment in the amount of $and December **, payment in the amount of $29.25.Communications which this customer attached to this complaint are communications sent by Broadview Networks Collections Department regarding account number [redacted] Reviewing ‘EXHIBIT II’ which is one of the notifications from Broadview Networks Collections Department, the customer attempted to respond back to this notification however, it is indicated on the email “Please do not reply to this email” this is due to this email address being used for outgoing emails only When speaking with [redacted] he acknowledged that he had two (2) accounts with Broadview Networks However, he also, advised that services under account number [redacted] never worked Reviewing both accounts there was no indication of customer ever calling into Broadview Networks to report any issues with service.It is Broadview Networks position that both accounts were disconnected by Broadview Networks Collections Department for non-payment and Broadview Networks was within their right to do so Automatic payments was set up on both accounts by customer upon signing up for service However, automatic payments was discontinued on account number [redacted] as of March **, which is the date that Broadview Networks was advised that the credit card which was on file was expired as we attempted to do a transaction on March **, There was no replacement card provided by customer and next payment was mailed in Payments on account number [redacted] continued to be paid using the credit card which was on file and updated by customer as of March **, Broadview Networks finds this matter to be resolved Customer has satisfied account balance associated with account number [redacted] , this account now has a zero (0) balance There is an account balance owed in the amount of $**for account number [redacted] This account balance is valid and no credit will be granted as we have found nor have we been provided with any documentation to support customer’s position that services under account number [redacted] never worked or that they requested to have services disconnected [redacted] [redacted] ** [redacted] [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have not been advised of the final amount that I oweIt is NOT over $200; I only had months of service for a rate of $I can understand there are related fees, but it still shouldn't be three times the rate.Also, Broadview attached a MODIFIED contractThe contract I received to fill in is attachedTHese are the ONLY documents I agreed on, and as you can see there's no mention of a three year contractMy agent must have added it, and also checked the three lines agreeing that I read all the termsI was also NEVER advised that this is a three year contractI have the original record of the fax and I can try to find a way for you to access it from my hard drive, if necessaryMy agent's name is [redacted] from Tele-com USAHis phone number is ###-###-####You can take it up with him Sincerely, [redacted] ***

The Revdex.com Serving Westchester, Putnam, Dutchess, Orange, Ulster, Sullivan & Rockland Counties White Plains Road, Suite 107, Tarrytown, NY ~ Tel: (914) 333-~ Fax: (914) 333-~ Email: [email protected] Dispute has been resolved by: March 15, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted Complainant Joe Choi via telephoneBroadview Networks advises that on November 13, MrChoi signed a three (3) year contractual agreement for Broadview Networks ‘Office Suite Flex Connect’ product The customer was contacted via email on November 24, by the assigned Broadview Networks Project Manager who introduced herself and on December 1, an implementation call with MrChoi was done at which time the specifics of the order was confirmed and customer was advised of CATwiring which he would need to complete on his end A follow up email was sent to MrChoi on December 9, at which time it was inquired if the CATwiring had been completed or if he would like CATwiring to be completed by a Broadview Networks technician he was advised of pricing It was at this time that customer was also, asked to provide Broadview Networks with a list of names and extension for the phones which were to be provided by Broadview Networks MrChoi provided the extensions and names for the phones but advised that he will inquire on his end if there was anyone that could do the cabling On December 14, MrChoi notified the assigned Broadview Networks Project Manager that “after discussion with his colleagues he would like the order to be placed on hold as it is believed that IP Cloud is not a good fit for his business” The order was ultimately canceled after we received no further communication from customerThe one hundred dollar ($100.00) cancellation fee which this customer was billed is indicated within the contractual agreement that MrChoi signed Reviewing page two (2) of ‘Exhibit A’ prior to customer signature section it does state “I have read and agree to the Product-Specific Terms and Conditions” Further reviewing page ten (10) of ‘Exhibit A’ specifically section (c) entitled “Service Provided without Access” it does state “If customer cancels order before Service start date, Customer is subject to a $Order Cancellation Fee for each canceled circuit.” Additionally, it is MrChoi’s position that he was forced to find his own internet provider as oppose to being able to have one (1) provider, this statement is false Broadview Networks does provide internet service as well Based on the above it is Broadview Networks position that the cancellation fee imposed is valid as it is clearly indicated within the ‘Product-Specific Terms and Conditions’ Broadview Networks advises that while this customer feels that this fee should not be billed due to there being no installation done at time of cancellation, however, in actuality once an order is inputted into the system and customer is contacted the service preparation begins, as information which is needed to prepare the service is obtained during the implementation call Broadview Networks advises that based on the above we will not be able to credit back the cancellation fee and we find that the fee is valid Ultimately, Broadview Networks cannot take accountability or waive any fees on the grounds that MrChoi did not consult with his colleagues prior to the signing the contractual agreement Lisa Taylor Complaint #: Legal & Regulatory Specialist Date: March 15,

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , its not resolved but they willing discuss to us thanks,so Please withdrawal our complaint Sincerely, [redacted]

[redacted] Dispute has been resolved by: April *, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed complaint number [redacted] We have also, reviewed the account associated with this complaint Upon receipt of this complaint we immediately contacted [redacted] via telephoneBroadview Networks advises that in [redacted] signed a three (3) year contract renewal (please see attached labeled as ‘EXHIBIT A’ with Broadview Networks However, services associated with this contract was ported out to a new provider as of March *, 2016, due to there being an active contract [redacted] was sent a letter notifying him that early termination fees would be billed to his account [redacted] has been a long standing customer with Broadview Networks and his patronization is greatly appreciated This being the case Broadview Networks has waived all early termination fees which would have been billed as of April *, This customer will not be billed early termination feesBroadview Networks advises that we find this matter to be resolved The early termination fees which were the subject of this complaint have been waived This account is in closed status and has a zero (0) balance If [redacted] requires further assistance he can contact me, [redacted] , at ###-###-#### Lisa Taylor Complaint #: [redacted] Legal & Regulatory Specialist Date: April *,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: As previously noted in the original complaint, I had never had any use of the disputed line since its inception because tech support was never able to resolve the issue of inability to connect and company cannot show evidence of any communications traffic over disputed line since I could never make or receive calls as a resultIn the absence of ability to utilize this second line which could not be restored to a usable state since inception, I am still having problems comprehending a duty to pay this bill In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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 and the matter has been resolved.We are going to accept the offer for the early termination fee to be waived upon porting our services and the refund for the unjustifiable fees We are very thankful to be able to do so This resolution made by the Revdex.com in such expedient time is astonishing to us Hopefully others interested in Broadview Network’s services will read about our experience and surely think twice about contracting with a company that takes advantage in every way the consumer who does not question the additional fees charged regularly on their bills Thank you Revdex.com Sincerely, [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 and the matter has been resolved Sincerely, [redacted] ***

The Revdex.com [redacted] Dispute has been resolved by: May **, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rejection response filed under complaint number [redacted] Broadview Networks advises that the interest fee billed on invoices dated March **, and April **, was billed in error The courtesy credit for the original disputed cancellation fee crossed with the generation of invoice dated March **, which caused the interest to be billed, because the billing of this interest was not immediately brought to our attention interest was again billed on invoice dated April **, 2016.Broadview Networks has placed a credit on this account in the amount of $which covers total amount of interest fee billed This customer should not receive any further invoices from Broadview Networks Lisa T*** Complaint #: [redacted] Legal & Regulatory Specialist [redacted] [redacted] ***

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*** *** ** *** ** *** *** Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal submitted by customer in regards to complaint number *** Broadview Networks advises that we are unsure how we can assist *** *** at this point Call attempts have been made to reach *** *** on dates and times requested by her however, have been unsuccessful.In *** ***’s initial complaint she alleges that Broadview Networks was charging her for the call forward feature Within our response dated July *, it was explained that *** *** has a call forward feature for which she is not charged as she has a feature package that gives her three (3) features for the cost of $per month Usage will generate however, from the Broadview Networks telephone number When *** *** has the call forward feature activated on telephone number *** that telephone number is technically making an outgoing call the number which the line is forwarding to therefore, usage is generated This is not a new charge and billing has been as such for the duration in which *** *** has had the call forwarding feature. The usage will fluctuate depending on the amount of outgoing calls being made from this telephone number.Though *** *** indicates within her complaint that she has made calls into Broadview Networks to address her billing concerns, Broadview Networks records do not indicate any recent any inquiries from *** *** The last communications we show is from October *, at which time *** *** called in to inquire why her account balance was so highIt was explained to *** *** that she had a past due account balance on the account *** *** did not indicate any specific concerns with amount billed it was more in regards to the balance owedBroadview Networks advises that within our response dated July *, we offered a very detailed breakdown with respect to the account balance which was left unpaid and led to the disconnection of services Ultimately, *** *** did not bring any billing issues or questions to the attention of Broadview Networks There were letter sent from Broadview Networks Collections Department to which there was no response received Had *** *** made us aware of her concerns we would have been happy to discuss other options with her.While it is Broadview Networks position that we do wish to assist *** ***, it is suggested that if she wishes to discuss this matter further she must contact Broadview Networks at a time which is convenient for her Between the response submitted on July *, and this response we believe have answered all questions posed by *** *** and we are unsure as to what we can do for her additionally, without speaking to her directly. Lisa T*** *** ** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
First of all, I received one call in the middle of the day Ay work, that got cut off because there is really spotty reception as we are not supposed to be on our personal calls at work or have phones by the computer that could take pics of SSII hoped to get a full message but my call log will only show that one call. As for the bill, I have not used the phone in a few yrs, since I became disabled in 0*, & I can't get to itWhen I asked where they got the length of calls from, I was told it is when the call forwards, & they leave a message. Aside from the few dollars for calls that went to my cell, if taxes and charges each month are only $(approx) how did I fall several hundreds behind in a few months, to which I show only a few payments were missed, but got caught up, according to my bank statementsI wrote all payments made, what day they were paid, & balance owedNo matter what the balance was in the end, not only was it miscalculated, but I couldn't keep paying over $a month for a phone I only use for Dish dial up! I am familiar with Lisa Taylor who helped me a long time ago, so I know she isn't lying, she just doesn't have all the info, & could NOT reach me before 4pmI had top change my hrs this past week and next week from either *-5:or *:30-Either way, Either I can talk around 8-* am, or let me know a date I can talk about this, after 6pmBack up cell phones: *** *** *** *** *** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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Dispute has been resolved by: April **, Dispute will be resolved by business: N/A Firm’s statement of position and offer of settlement (if any): Broadview Networks has reviewed the rebuttal associated with complaint number ***. Broadview Networks advises that supporting information to substantiate *** ***’s additional claims was not received from *** *** until April **, 2017. Upon receipt of this supporting information *** *** was advised that I had submitted a request for credit and will advise him once it has posted to his account. Prior to this date *** *** provided a spreadsheet which was to my understanding provided to him from the previous Sales Representative (no longer with company) the spreadsheet did not entail an effective date. Below I have taken each issue *** *** presented in his rebuttal and immediately following is Broadview Networks position on each in bold text“1) Our toll free calls were billed incorrectly at $per minute even though sales promised a rate of $per minute Broadview claimed that there was a separate contract required to formalize that price which was never provided to me After this issue was discovered in November, we signed that contract, but we were told that the rate would be retroactive to when the new circuit was activated in October MsT*** is saying that sales needs to approve this, even though the $rate is clearly outlined in the price quote I received from Sales well before moving to the new service This issue remains unresolved and represents an over-billing of over $280.00.” As of the date of Broadview Networks response to the Revdex.com and Federal Communications Commission rerate credit for the toll free usage charges had been applied for invoices dated February **, and March **, 2017. This credit was based on the signed contractual agreement dated November *, (please see ‘EXHIBIT I’. Basing this credit on the signed contractual agreement we found that the only invoices post November *, which billed toll free usage rates in excess of the per minute was invoices dated February **, and March **, 2017. *** *** disputed this credit advising that credit should also, be granted for invoice dated October **, as it was his position that contract for toll free usage rates was not signed until November *, due to the Sales Representative failing to provide him with it. At this point I advised *** *** that the additional request for credit must be approved by the Sales Director, as I can only provide credit based on the documentation I have. *** *** then forwarded me the email chain between himself and the Sales Representative. I promptly advised *** *** that I will submit a request for credit for toll free usage rates associated with invoice dated October **, 2017. The credit has been placed on this account in the amount of $which includes a tax and surcharge credit in the amount of $“2) MsT*** alleges that standard practice is to "round up" per minute rates, so that even though we were promised a rate of $.019/minute, Broadview has a right to round this up to $.02/minute This is both deceptive and wrong Simply put, were promised a rate of $.019/minute, not $.02/minute This discrepancy costs us nearly $20/month and $per year, and its theft.” *** *** has been provided with Section of Broadview Networks tariff filed with the New Jersey Board of Public Utilities (please see ‘EXHIBIT II’). We advised *** *** that verbiage in Section 3.10.2(d) states the following “Each call is rated and billed in whole cents according to the following conventions: (1) Calls made using any service by the Company are rounded up to the next cent at the termination of the call; and (2) Special rounding arrangements may be made through contractual agreements.” Therefore, Broadview Networks is within their right to round up to the nearest cent“3) MsT*** claims that price concessions for simultaneous call capacity (bringing this from $to $for lines -- $35/month) and failover service ($5/month) were implemented for the March invoice This price concession was bundled with the other price concessions including the one bringing the circuit price from $to $-- which was retroactively applied back to October The concessions for the simultaneous call capacity and failover service should also be retroactively applied back to October as promised by the sales manager.” While the email communications provided does not support *** ***’s position on the decrease in pricing for the Simultaneous Call Capacity and Failover Service effective October **, credit is being granted as a courtesy. Additional courtesy credits which were placed on this account was charges associated with Softphone, while it is customer’s position that this service was never requested our system reflects that this service was ordered by customer and a disconnect was requested as of March *, 2017. Below outlines the composition of the credit posted to this account on April *** in the amount of $*** *** ***
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“4) We were promised a service credit of $per month as part of the promised pricing concessions We have never seen that credit MsT*** is now saying that this credit doesn't apply until months after the service live date We were never told this In fact, we were told that this credit would be retroactively applied back to October 2016.” The credit which *** *** references is an incentive credit and his incentive credit for the OfficeSuite product. In month seven (7) following the billing of the OfficeSuite circuit *** *** will received a Monthly Recurring Charge credit for the OfficeSuite product. This credit should appear on his April invoice. While it is *** ***’s position that the previous Sales Representative (no longer with the company) informed him that there would be a $per month credit on his invoice I cannot confirm the validity of this the spreadsheet provided to me by the Sales Director did nto include this $monthly credit. Additionally, prior to me becoming involved with this matter this account had the month seven (7) incentive set up. Broadview Networks has corrected any and all billing errors which were on this account. We have also, applied the additional credit as indicated above for the additional disputes raised by *** ***. Prior to me becoming involved a majority of the billing issues had been addressed. Acting as the liaison between this customer and Broadview Networks my duty called for me to review this account in its entirety and while there were some system generated billing errors I believe there was also, a great deal of changes being made to this account which caused duplicate services to be billed. Factor in the original Sales Representative leaving the company prior to this account being situated. Broadview Networks advises that based on the above we find this matter to be resolved Broadview Networks greatly apologizes for any inconveniences posed upon this customer. Upon receipt of this April **, invoice if there are any issues which *** *** has with this invoice he can contact me directly at *** *** Lisa T*** Complaint #: *** Legal & Regulatory Specialist Date: April **,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The Better BusinessBureauServing ***,*** *** *** *** *** * ***
*** *** *** *** *** *** ***
** ***~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: *** Dispute has been resolved by:
July **, 2015 Dispute will be resolved by business: N/A Firm’s statement of position andoffer of settlement (if any): BroadviewNetworks has reviewed complaint number ***. We have also, reviewed the account associatedwith this complaint. Upon receipt ofthis complaint we immediately contacted *** *** via telephone. Broadview Networks advises thathaving thoroughly reviewed the account and documentation submitted we foundthat this customer owed no further monies to Broadview Networks Our system reflects that we did receivenotification from *** *** via certified letter that she was providing athirty (30) notification that she was terminating her contract with BroadviewNetworks. Though this is not considereda request to disconnect service, the Broadview Networks Representative who received this letter shouldhave immediately followed up with *** *** being that the Representativewas aware that Customer Service Reports were requested which indicates that acustomer is seeking service with other providers. Had the Representative followed up she couldhave assisted *** *** with the disconnection process.Broadview Networks pridesthemselves on acting from a “Customer First” perspective at all times, we foundthat this was not displayed here, and we apologize greatly for the experience*** *** had as well as the inconvenience she was caused. Broadview Networks has credited this accountout. This account is now in closedstatus and has a zero (0) balance. Shall *** *** require any further assistance I ask that shecontacts me, Lisa T***, directly at ###-###-####. We would like to assure her that correctivemeasures will be taken on our end to ensure that this matter does not ariseagain with her or any Broadview Networks customers. Lisa T*** Complaint#: ***Legal & Regulatory Specialist Date: July **,