Law Offices of David F. Driscoll

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]

The Better BusinessBureauServing Westchester,Putnam, Dutchess, Orange, Ulster, Sullivan & RocklandCounties[redacted]
[redacted]~ Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted]  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 [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 #1 Customer reported thathe cannot receive calls on the phone associated with extension [redacted].  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 [redacted].  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 #2 Customer advised thathis bill is much higher than price indicated in contractual agreement.  Reviewing all invoices generated betweenApril 2015 and June 2015.   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 $268.06 which includesapplicable taxes and surcharges.    Wealso, provided a credit in the amount of $66.75 which covers the late fees andinterest billed on invoice dated June **, 2015.Issue #3 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 $25.00 to cover chargebilled for E-Fax service on June **, 2015 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 $142.62 which covers monthly recurringcharges on invoices dated April **, 2015, May **, 2015 and June **, 2015.   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 *, 2015

[redacted] [redacted] [redacted] [redacted]  Dispute has been resolved by:                          September **, 2015 Dispute will be resolved by business:              N/A Firm’s statement of position and offer of settlement (if any):  Broadview Networks has received the noticeof rejection to our response to complaint number [redacted].  Having reviewed the rejection response it isBroadview Networks position that charges for damaged and unreturned equipmentin the amount of $1600.00 is valid.   Weare in agreement with [redacted] that the four (4) telephones which is BroadviewNetworks equipment was returned however the equipment was returned damaged in amanner that these phones cannot be distributed to anyone else.  The picture provided with our response datedSeptember *, 2015 displays phones as we received them with no form of packagingmaterial in the box and additionally the phones were just thrown in thebox.   While it is [redacted]'s positionthat damage can be expected due to the length of time that the phones wereutilized by her company, it is Broadview Networks position that the terms andconditions regarding the leasing of the phones were clear as were ourexpectations on receiving the phones back in optimal condition.   Though [redacted] requested that BroadviewNetworks files a claim with Federal Express regarding the damaged equipment,Broadview Networks cannot contest to whether or not this equipment was damagedin transit as again the customer did not include any packaging material in thebox with the phones.  Additionally, thephones were just thrown in the box.   Regarding the IAD device as explained to [redacted] duringour telephone conversation on September **, 2015 we do recognize that there wasan IAD device sent back to Broadview Networks however, that was the IAD deviceutilized in the New York location which Broadview Networks previously providedservice to.   This customer was providedwith a new IAD device for her location in Texas,and our records indicate that service as being provided via the IAD deviceshipped to customer for the Texaslocation. Ultimately, while it is Broadview Networks position thatbilling is valid and the scenario with the equipment is that as explained inour previous response.  As a courtesyBroadview Networks has credited out this account and finds this matter to befully resolved.    This customer will notreceive any further communications in regards to the damaged and unreturnedequipment.  This account now has a zero balanceand is in closed status.    [redacted]                           �...⇄ [redacted]
**  [redacted] [redacted]                                   ...⇄ [redacted]

The Revdex.com Serving Westchester, Putnam, Dutchess, Orange, Ulster, Sullivan & Rockland Counties 150 White Plains Road, Suite 107, Tarrytown, NY 10591 ~ Tel: (914) 333-0550 ~ Fax: (914) 333-7519 ~ Email: [email protected]     Dispute has been resolved by:...

                         March 15, 2016   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 11192575.  We have also, reviewed the account associated with this complaint.  Upon receipt of this complaint we immediately contacted Complainant Joe Choi via telephone. Broadview Networks advises that on November 13, 2015 Mr. Choi signed a three (3) year contractual agreement for Broadview Networks ‘Office Suite Flex Connect’ product.   The customer was contacted via email on November 24, 2015 by the assigned Broadview Networks Project Manager who introduced herself and on December 1, 2015 an implementation call with Mr. Choi was done at which time the specifics of the order was confirmed and customer was advised of CAT5 wiring which he would need to complete on his end.    A follow up email was sent to Mr. Choi on December 9, 2015 at which time it was inquired if the CAT5 wiring had been completed or if he would like CAT5 wiring 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.  Mr. Choi 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, 2015 Mr. Choi 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 customer. The one hundred dollar ($100.00) cancellation fee which this customer was billed is indicated within the contractual agreement that Mr. Choi 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 $100 Order Cancellation Fee for each canceled circuit.”   Additionally, it is Mr. Choi’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 Mr. Choi did not consult with his colleagues prior to the signing the contractual agreement.           Lisa Taylor                                     ...⇄ Complaint #:  11192575 Legal & Regulatory Specialist                                   ...⇄ Date:  March 15, 2016

Tell us why here...The Revdex.com[redacted] [redacted] [redacted] [redacted] [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 signed a three year contractual agreement (please see EXHIBIT A) for Broadview Networks Office Suite product on June **, 2015.   Reviewing page one (1) of EXHIBIT A it states that the installing party is the customer.  Our records indicate that due to no customer response this order did not get to the extent to discuss when the customer will be installing the phones.  Our records indicate that the assigned Broadview Networks Project Manager sent this customer an introductory email on June *, 2018 (please see EXHIBIT B).  Following the emails sent to this customer the Project Manager attempted to reach customer on July **, **, **, **, **, and ** of 2014 on each occasion a voicemail was left requesting that customer contacts the Project Manager back.  On August *, 2014 an customer responded via email (please see EXHIBIT C) advising that she is out of office and the Project Manager should contact her on Friday August *, 2014 after 10am.  Several attempts were made to contact customer on August *, 2014, on each occasion we reached a busy signal.  On August **, 2014 the Project Manager sent an email to customer (please see EXHIBIT D) the customer responded via email (please see EXHIBIT E) advising that she was on vacation until September *, 2014.  On September *, 2014 the Project Manager reviewed project with customer via telephone, obtaining the requested names, extensions, and call routing information.  Following this call phones were shipped out to this customer.  Following the shipping of the phones the Project Manager left voice mails for customer on the following dates inquiring about phone installation September 22, 2014; October 1, 10, 20, and 29 of 2014.  Receiving no response from customer the Project Manager continued to leave voicemails for customer on November *, **, and ** of 2014; December **, and ** of 2014; January **, **, and ** of 2015; February *, and ** of 2015; March *, **, and ** of 2015; and April *, 2015.  The Project Manager successfully made contact with customer on April *, 2015 at which time customer advised the Project Manager that she wants her order canceled.  When speaking with customer the Project Manager learned that the customer did not have static IP’s or DNS to complete installation of phones.  The Project Manager offered to dispatch out a technician to install phones for customer and customer was advised that the cost of install is $150.00 and $25.00 per telephone, customer declined.  The order was canceled per customer request and due to there being a signed contractual agreement early termination fees was incurred.Broadview Networks advises that our findings differ greatly from the reason and cause indicated in this complaint.  However, Broadview Networks will honor this customer’s request to waive all early termination fees billed on this account.  This account now has zero balance and is in closed status.[redacted] [redacted] [redacted] [redacted]   [redacted]

[redacted]
[redacted] [redacted] Tel: ###-###-#### ~ Fax: ###-###-#### ~ Email: [redacted]     Dispute has been resolved by:...

                         [redacted]   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 telephone. Broadview Networks did a thorough review of the repair history associated with this account, we focused on the period of January *, 2016 to present.  Our records indicate that during the time period queried there were a total of  six (6) service issues reported on this account.  Out of the six (6) reported services issues only one trouble was isolated to be on the side of Broadview Networks and resulted in a repair being done by Broadview Networks.  The remaining issues were isolated to the customer ISP side or customer network side.    Broadview Networks advises that the most recent reported service issue was regarding issues with faxing which was the reported issue in most of the repair tickets which were opened.  Broadview Networks advises that the Broadview Networks technician which was dispatched out on June **, 2016 isolated the issue to be with the customer LAN.  The technician advised that the amount traffic on the customer’s network is adversely affecting the performance of the customer’s fax service.  It was suggested that the customer has the fax line converted to a POTS line.    As of June **, 2016 due to Broadview Networks receiving no response from customer we did make a follow up call to inquire if customer will be converting the fax line to POTS line.  The customer advised that they will be porting the fax line back to Comcast and will obtain LAN line service via Comcast for this line. Broadview Networks advises that based on the above we find this matter to be resolved.  Customer’s issues were directly related to ISP which Broadview Networks is not the provider.  After testing done by a Broadview Networks technician proved issue to be on the ISP side or shall I say  be due to network traffic Broadview Networks provided customer with the necessary information to alleviate this issue.                               Lisa T[redacted]                                  �...⇄ [redacted]  [redacted] Legal & Regulatory Specialist                                   ...⇄ [redacted]  [redacted]

[redacted]
[redacted]
[redacted]     Dispute has been resolved by:...

                         April *, 2016   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 telephone. Broadview Networks advises that in 2014 [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 *, 2016.   This customer will not be billed early termination fees. Broadview 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 *, 2016

[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 reviewing this account and cross comparing it to issues reported by customer we found that on June *, 2012 [redacted] signed a three (3) year contractual agreement with Broadview Networks.   Terms and Conditions page of this contract does state "The service term will automatically extend for additional one (1) year  periods, unless Customer notifies Company in writing of its intent not to renew at least thirty (30) days prior to the end of the ten current ter."  Please reference page (6) of  'EXHIBIT A'.  When speaking with [redacted] she advised that they were unaware of this due to person who previously handled contract no longer being employed by her company.  This being the case Broadview Networks advised that though Early Termination Fees are valid we will waive the Early Termination Fees as a courtesy.   [redacted] also, expressed her dissatisfaction with the manner in which her request for a contract was handled.   Reviewing this account from January 2016 through present, I do not see any notes indicating that an actual request for a copy of the contract was made.  However, a note in the system does relfect that on July **, 2016 Paul Dickinson called into Broadview Networks Customer Care Department.   She is inquired about there service set up and whether or not the equipment was being rented by her customer.  Additional notes, in the system reflect that [redacted] called in to Broadview Networks Customer Care Department on October **, 2016 due to an 'Early Termination Fee' warning letter she received, however, the notes does not reflect a request for a copy of the contract.  Ultimately, [redacted] did advise that she received a copy of the contract and I did advise [redacted] that all calls made into Broadview Networks Customer Care Department will be reviewed  so that we may confirm if there was any errors made in assisting her company and address as needed.  [redacted] further advised that the copy of the contract she received was not clear.  In response I did advise [redacted] that all customer are provided with a copy of the contract upon signing, however, any copies of contracts that are provided to customer's are from a database which stores scanned documents. On November **, 2016 [redacted], Paula and myself participated in a conference call so that we may discuss all current issues which customer had with bill.  At this point it was advised that this account will not incur any 'Early Termination Fees' shall they port out service therefore the main focus was in regards to the account balance owed, which at said time was $571.45.   It was explained to [redacted] and Paula that the last time which this account was current was as of invoice dated July *, 2016.   No payments had been made for the July *, August *, until September 2016 and though there was three (3) payments rendered in September 2016 the payments were short of remittance amount requested on invoice.    [redacted] and Paul brought to my attention a missing payment in July in which there bank paid the incorrect vendor, reviewing notes on account I did find this matter had been reported to Broadview Networks.  They further advised that there was additional billing disputes brought to the attention of Broadview Networks which is why the requested payment amount was not rendered to Broadview Networks.   I advised that reviewing this account I found the below listed credits had been placed on this account (credit reasons are indicated in parenthesis next to credit amount: 8/**/16  Credit posted in the amount of $63.70 (charges incurred when customer made changes via customer portal, it is believed that customer may clicked on something incorrectly). 9/*/16    Credit posted in the amount of $14.00 (Credit for one (1) telephone as customer downgraded phone amount from nine (9) to four (4) in July however, was invoiced in August for five (5) phones. 9/*/16    Credit posted in the amount of $19.65 (Late fee billed on August invoice). Upon completion of discussing all credits placed on this account as a courtesy Broadview Networks agreed to credit late fees which has generated on this account between September and November 2016 due to past due amounts which were on this account during each billing period.  The credit which was granted was in the amount of $60.93 and it was posted to this account on November **, 2016. Based on the above Broadview Networks finds this matter to be resolved.   We do apologize for any inconvenience which was posed upon this customer and her company.  Broadview Networks would like to ensure this customer that "Customer Satisfaction" is a top priority of Broadview Networks and therefore, upon review of calls made into Broadview Networks Customer Care Department we will address where needed.   The 'Early Termination Fee' will be waived upon customer porting out services and customer has been provided with my direct contact information.     
[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:

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 result. In 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]

[redacted]
[redacted]
[redacted]
[redacted]...

                         [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 $8.00 feature package which gave her three (3) features for the cost of $8.00 in total. Broadview Networks advises that [redacted] service was interrupted (outgoing calls prohibited) on June *, 2016 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*6.54 was past due and $101.72 was current.   At the time of the service interruption date of June *, 2016 the last payment which had been made on this account was in the amount of $170.00 on April **, 2016.  At the time the April **, 2016 payment was made this customer had an account balance owed in the amount of $366.54, of that amount $264.6* was past due  and $101.85 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 **, 2016 and unpaid invoice dated April **, 2016.   Post service interruption date of June *, 2016 this customer did make a payment in the amount of $75.00 on June **, 2016.  The service was disconnected as the $75.00 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 payment. Broadview 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, 2016

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]

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]

[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 [redacted] is disputing a $199.00 fee billed on invoice dated June **, 2016 he is also requesting out of service credit for the time period which his service was inoperable.   Broadview Networks advises that in regards to the $199.00 fee billed this fee is associated with a billable technician visit to customer’s premise on April **, 2016 which the customer authorized.  The history leading up to the visit of the technician is as follows: On April 1, 2016 [redacted] reported no dial tone on telephone number ###-###-####, a loop test was performed on the line associated with this telephone number.  A loop test detects any trouble from the Central Office (the starting point of the service) to the demarcation point (please note the carrier area of responsibility does not exceed the demarcation point, anything beyond the demarcation point is considered inside wiring and this is a billable service).   The test result showed that there were no issues on the line; this line was being utilized for voice and DSL service.  The DSL service was up and running.  This information was relayed to [redacted] via email on April *, 2016 (please note this was the following business day).  It was at this time that we requested authorization to dispatch out a Broadview Networks technician advising that the dispatch out may be billable.  We received no response from customer though additional emails were sent and voicemails were left on April [redacted], 2016.  In the email communications dated April *, 2016 [redacted] did not provide authorization for a Broadview Networks technician to be dispatched out he just responded to a question raised as to whether he had checked his actual phone to rule out trouble with it.   No further communications was received from [redacted] until April **, 2016 it was on this day that he authorized for a Broadview Networks technician to be dispatched out to his premise.  The Broadview Networks technician reported back that he found the cross connect associated with this customer’s line to have been removed; therefore, he connected it back.  The removal of the cross connect was not done by Broadview Networks as the last repair ticket which was opened on this account was in August 2015.  Additionally, the telephone room which houses this customer’s demarcation point is located within a telecom room shared by others occupying space in the same building as [redacted], therefore, it could have possibly  been removed by another tenant. Ultimately, when speaking with [redacted] on August *, 2016 we did advise that the $199.00 fee had been credited back to his account.  Additionally, we adhered to [redacted]’s request for out of service credit for the period of April *, 2016 to April **, 2016 though out of service credit was not warranted.   The out of service credit which was placed on this account is in the amount of $43.72. Upon placing the out of service credit [redacted] was advised of the account balance owed to Broadview Networks in the amount of $538.99.  It was at this time that [redacted] began screaming that Broadview Networks can provide him with additional credits as he has not received any credit for previous service issues.  This prompted a review of the repair history on this account, which it was found that the last repair ticket opened on this account prior to April *, 2016 was on August **, 2015 in which [redacted] reported no internet service, in which it was found that he was affected by an outage which was cleared on August **, 2015.  There is nothing on this account indicating that [redacted] called in to request out of service credit for this issue.  Broadview Networks has applied an out of service credit for this issue in the amount of $4.00, the out of service credit is based on cost of DSL service only. When speaking with [redacted] several attempts were made to advise him that his account is currently suspended for non-payment and is pending disconnection for non-payment.  However, [redacted] continued to scream and ultimately hung up the phone.   Broadview Networks advises that we adhered to all request made by this customer.  Though the dispatch fee was valid we provided him with a credit as a courtesy.  Though out of service credit was not warranted for the April *, 2016 issue we provided him with the credit as a courtesy.   Unfortunately, there are no additional credits owed on this account.  [redacted] has an account balance owed in the amount of $538.99 of that amount $396.97 is past due and $142.02 is current.  The last payment received on this account was on April *, 2016 in the amount of $131.32 which covered invoice dated March **, 2016.   Though [redacted] received numerous communications regarding the past due balance owed on his account the pending service interruption [redacted] did not contact Broadview Networks regarding his billing dispute until July 29, 2016 which is after his service was interrupted for non-payment.  When he called in on July **, 2016 to dispute the $199.00 fee assessed to his bill he requested a callback from the Billing Department.   Because July **, 2016 was on a Friday a callback attempt was made on August *, 2016 and again on August *, 2016 on both occasions voice mail messages were left.   Broadview Networks advises that based on the issues presented within the complaint we have addressed all.   If [redacted] has any further issues which he needs assistance with he can contact me directly at ###-###-####.  We do urge [redacted] to contact us prior to the date in which his service is scheduled to be disconnected as once service is disconnected a reinstallation is required and there is an installation fee associated.  Additionally, at this time [redacted]’s service is suspended.                                         Lisa T[redacted]                                  �...⇄ [redacted]                                   ...⇄ [redacted]

The Revdex.com[redacted]
[redacted]
 Dispute has been resolved by:                          May **, 2016 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 **, 2016 and April **, 2016 was billed in error.  The courtesy credit for the original disputed cancellation fee crossed with the generation of invoice dated March **, 2016 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 $21.77 which covers total amount of interest fee billed.  This customer should not receive any further invoices from Broadview Networks.                   Lisa T[redacted]                                  �...⇄ Complaint #:  [redacted]Legal & Regulatory Specialist                                   ...⇄ [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:

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]

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]

[redacted] [redacted] [redacted] [redacted] [redacted]     Dispute has been resolved by:                            Dispute will be resolved by business:               N/A   Firm’s statement of position and offer of settlement (if any):  Broadview Networks (“Broadview”) has reviewed the Rebuttal associated complaint number [redacted] filed by [redacted] (“Customer”).  Broadview’s position remains unaltered and we cannot adhere to this Customer’s request to provide a courtesy credit on this account.  Broadview provided the required credit for the overcharges associated with the toll free usage rate, the rate has also been corrected and Customer’s toll free usage should be billed at the correct rate going forward. Broadview finds Customer’s allegations of this being the fourth (4th) time in which toll free usage rates were billed incorrectly to be false.   The toll free usage rates were billed incorrectly on invoices dated February **, 2017 and March **, 2017.   A rate increase was incorrectly posed to this account.  Broadview removed this rate increase and provided the credit for the difference in what customer toll free usage rates billed on both invoices and what the toll free usage rates should have billed.   The additional instance in which customer received a credit for toll free usage rates was when customer disputed toll free usage rates billing incorrectly on invoice dated October **, 2016.   Though the contractual agreement for toll free service was not signed until November *, 2016 as a courtesy Broadview Networks re-rated the toll free usage rates on invoice dated October **, 2016 and provided credit for the difference. While Broadview invoices does not indicate the usage rate, this information can be obtained online via Broadview Networks eCare Center.  Customer can view usage detail as well as usage rates charged. Broadview Networks advises that based on the above we find this matter to be resolved.   Customer’s issue presented has been resolved and Broadview has found no grounds which warrant providing a courtesy credit to this account.   Broadview apologizes for the inconvenience which was posed upon [redacted] however, the billing error was caused by a system issue.
*
[redacted]                                   ...⇄ [redacted] [redacted]                                   ...⇄ [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 11192575, and have determined that my complaint has NOT been resolved because:

What ever Broadview said about myself being "forced into" is absolutely false.  I was not forced into anything but the sources from Clever 1 and the IT people that does business with Broadview, told me that I would have to find my own internet service provider on my own and would not have ONE consolidated bill.  Upon all that, I only received a few paper documents to sign with no outline guide of what is says about a $100 cancellation fee (still have the docs on file that was sent to me).  I have no evidence or proof of what work they did for my place of business.Also, someone from Broadview contact me but was straight rude and the female raised her voice as soon as I said " I will not pay for something that has not been executed at my place of business."  After that being said, every time I tried to talk she would interrupt me while I was talking to her.  This was very rude and disrespectful and got to the point of going nowhere, so, I hung up on her.Bottom line is, I am not going to pay for something that a company has not executed any kind of work on their end.   I understand why customers are frustrated with this company, because of the consistent billing issues I keep reading on google and Revdex.com. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Joe Choi