I am writing on behalf of Lingo Networks, LLC. (Lingo) in response to the complaint of [redacted] (“complainant”).In working directly with the complainant, an agreement was reached to settle both accounts. It was additionally agreed upon, that payments could be made in monthly increments over a...
twelve month term. As part of the agreement, complainant will be removed from the collections process and any credit reporting marks will be removed.Thank you for your consideration.Sincerely, [redacted]Lingo NetworksVice President
Dear Sir or Madam:I am writing on behalf of Lingo Networks, LLC (Lingo) in response to the complaint of [redacted] (“complainant”).Complainant reported a trouble towards the beginning of 2017. Lingo Networks attempted totroubleshoot with the complainant to resolve the issue, the customer declined to do so. We could seeno issues on our end that could explain the service issues the customer was experiencing. LingoNetworks approved to upgrade their ONT equipment to a newer model and wave any potential fees thatwould be incurred if any issues were found beyond the demarcation point. The complainant did notagree to have a tech come out during our normal schedule hours for this upgrade. Lingo agreed todispatch an after-hours technician at no cost to the complainant. At this time, Lingo advised thecustomer they were in a grandfathered package that was no longer offered and would like to get themon a month to month or a three year contract to upgrade their speeds to the current governmentstandards. Lingo’s Customer Support Representative offered complainant a three year contract for$49.95 per month for the first year with an increase to $69.95 per month beginning in month thirteen.Additionally, a month to month plan was offered at $69.95 per month. These prices were quoted to thecustomer a total of five times. Upon the sixth call, the customer advised the agent they were told theycould get service at $59.00 per month with no contract, the agent mistakenly confirmed that pricing.The complainant called back three days later to agree to the service under that price. The complainantcompleted the paperwork for a three year contract but the paperwork was not fully completed by thecomplainant. Complainant was followed up with the next business day in regard to the incompletecontract and at that time Complainant would not agree to the correct per month pricing.The complainant then scheduled our field technician to come out to complete the ONT upgrade onMarch 16th 2017. A field technician cannot process a speed upgrade due to provisioning parameters.Additionally, a free router was provided to the customer as a courtesy. On June 26th 2017, the customer reported slow speeds. The Lingo Customer Support Representative sawthat their speed package upgrade had not been processed nor any changes made in billing. We followedup with the complainant, apologized and advised that we would like to proceed with upgrading thespeed package. We explained they had not been billed for their upgrade and that the Complainant wasstill on a grandfathered package. It was clearly expressed that the customer is not obligated to move tothe new package. The complaint advised they were under the impression we had upgraded them. Lingoexplained that the field technician was sent out to upgrade the ONT, not their speeds. We explainedthat a contract had been signed but not completed since it was not completed. Lingo Networks has goneabove and beyond for the complainant on many of the issues they have been experiencing, as such, theoffer extended to the complainant stands as listed above with a three year contract for $49.95 permonth for the first year or a month to month option for $69.95 per month.Thank you for your consideration.Sincerely[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reading the response I am amazed again with the service of Lingo Networks. They say that their associate quoted us a price and it was incorrect. This is the price we were quoted and we received the contract and it was signed and returned. The never contacted us to tell us that the contract was wrong or that the upgrade would not be completed. Lingo still sent the tech out to complete the upgrade. He even told us that the speed would increase and the last part of the upgrade would have to be completed off site. This tells me that the tech was not informed of the fact that there was no upgrade being completed either!They NEVER contacted us before or after the supposed upgrade was to be completed until we contacted them about 3 weeks after the fact to see why the speed was still so slow. We had to leave a message then and they were supposed to return the call. [redacted] called us back and at this point we were told that the upgrade had not been completed because the contract was wrong and destroyed. So basically for 3 weeks we believed that our internet had been upgraded with NO contact from them to let us know differently.I am not asking for anything that they did not offer themselves. I would like the faster internet service that they promised us at the price they quoted us. Seems to me that this is false advertising if they do not stand behind what their associates quote the customers. This associate told us that BY LAW they could not offer anything slower than 10mb.Even if they did not plan to complete the service they offered and they knew this, they should have informed us up front - before they sent the tech to complete the upgrade, instead of waiting for us to contact them and THEN saying "oh by the way, you didn't get the upgrade that the tech did 3 weeks ago."
Terrible customer service!
Regards,
[redacted]
Dear Sir or Madam:I am writing on behalf of Lingo Networks, Inc. (Lingo) in response to the complaint of [redacted] (“complainant”).The complainant pays for 1.5Mb of Internet speed. Due to their issues, a speed increase was recommended anddiscussed with the customer. The package that the...
customer currently pays for has not been offered for several years.Lingo offered the service increase for $49.95 for the first year and then $69.96 for the remainder of the contract.Complainant was advised of these prices on multiple occasions. After each phone conversation, Complainant requestedsome time to think over the pricing. During one of the complainant calls, they asked if the price was $59.95 andComplainant was incorrect advised. This was an honest mistake by one of the representatives. The contract completedby Complainant was incorrect filled out and was voided.We reached out to the complainant to apologize that the upgrade had not been completed yet and wanted to get thisresolved for them. Complainant was advised they had not been billed for the upgrade yet and currently were on the oldpackage. We explained to the complainant that the $59.95 was an incorrect price and apologized for the confusion. Thank you for your consideration. [redacted]MGW NetworksVice President
I am writing on behalf of Lingo Networks, LLC. (Lingo) in response to the complaint of [redacted] (“complainant”).In working directly with the complainant, an agreement was reached to settle both accounts. It was additionally agreed upon, that payments could be made in monthly increments over a...
twelve month term. As part of the agreement, complainant will be removed from the collections process and any credit reporting marks will be removed.Thank you for your consideration.Sincerely, [redacted]Lingo NetworksVice President
Dear Sir or Madam:I am writing on behalf of Lingo Networks, LLC (Lingo) in response to the complaint of [redacted] (“complainant”).Complainant reported a trouble towards the beginning of 2017. Lingo Networks attempted totroubleshoot with the complainant to resolve the issue, the customer declined to do so. We could seeno issues on our end that could explain the service issues the customer was experiencing. LingoNetworks approved to upgrade their ONT equipment to a newer model and wave any potential fees thatwould be incurred if any issues were found beyond the demarcation point. The complainant did notagree to have a tech come out during our normal schedule hours for this upgrade. Lingo agreed todispatch an after-hours technician at no cost to the complainant. At this time, Lingo advised thecustomer they were in a grandfathered package that was no longer offered and would like to get themon a month to month or a three year contract to upgrade their speeds to the current governmentstandards. Lingo’s Customer Support Representative offered complainant a three year contract for$49.95 per month for the first year with an increase to $69.95 per month beginning in month thirteen.Additionally, a month to month plan was offered at $69.95 per month. These prices were quoted to thecustomer a total of five times. Upon the sixth call, the customer advised the agent they were told theycould get service at $59.00 per month with no contract, the agent mistakenly confirmed that pricing.The complainant called back three days later to agree to the service under that price. The complainantcompleted the paperwork for a three year contract but the paperwork was not fully completed by thecomplainant. Complainant was followed up with the next business day in regard to the incompletecontract and at that time Complainant would not agree to the correct per month pricing.The complainant then scheduled our field technician to come out to complete the ONT upgrade onMarch 16th 2017. A field technician cannot process a speed upgrade due to provisioning parameters.Additionally, a free router was provided to the customer as a courtesy. On June 26th 2017, the customer reported slow speeds. The Lingo Customer Support Representative sawthat their speed package upgrade had not been processed nor any changes made in billing. We followedup with the complainant, apologized and advised that we would like to proceed with upgrading thespeed package. We explained they had not been billed for their upgrade and that the Complainant wasstill on a grandfathered package. It was clearly expressed that the customer is not obligated to move tothe new package. The complaint advised they were under the impression we had upgraded them. Lingoexplained that the field technician was sent out to upgrade the ONT, not their speeds. We explainedthat a contract had been signed but not completed since it was not completed. Lingo Networks has goneabove and beyond for the complainant on many of the issues they have been experiencing, as such, theoffer extended to the complainant stands as listed above with a three year contract for $49.95 permonth for the first year or a month to month option for $69.95 per month.Thank you for your consideration.Sincerely[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After reading the response I am amazed again with the service of Lingo Networks. They say that their associate quoted us a price and it was incorrect. This is the price we were quoted and we received the contract and it was signed and returned. The never contacted us to tell us that the contract was wrong or that the upgrade would not be completed. Lingo still sent the tech out to complete the upgrade. He even told us that the speed would increase and the last part of the upgrade would have to be completed off site. This tells me that the tech was not informed of the fact that there was no upgrade being completed either!They NEVER contacted us before or after the supposed upgrade was to be completed until we contacted them about 3 weeks after the fact to see why the speed was still so slow. We had to leave a message then and they were supposed to return the call. [redacted] called us back and at this point we were told that the upgrade had not been completed because the contract was wrong and destroyed. So basically for 3 weeks we believed that our internet had been upgraded with NO contact from them to let us know differently.I am not asking for anything that they did not offer themselves. I would like the faster internet service that they promised us at the price they quoted us. Seems to me that this is false advertising if they do not stand behind what their associates quote the customers. This associate told us that BY LAW they could not offer anything slower than 10mb.Even if they did not plan to complete the service they offered and they knew this, they should have informed us up front - before they sent the tech to complete the upgrade, instead of waiting for us to contact them and THEN saying "oh by the way, you didn't get the upgrade that the tech did 3 weeks ago."
Terrible customer service!
Regards,
[redacted]
Dear Sir or Madam:I am writing on behalf of Lingo Networks, Inc. (Lingo) in response to the complaint of [redacted] (“complainant”).The complainant pays for 1.5Mb of Internet speed. Due to their issues, a speed increase was recommended anddiscussed with the customer. The package that the...
customer currently pays for has not been offered for several years.Lingo offered the service increase for $49.95 for the first year and then $69.96 for the remainder of the contract.Complainant was advised of these prices on multiple occasions. After each phone conversation, Complainant requestedsome time to think over the pricing. During one of the complainant calls, they asked if the price was $59.95 andComplainant was incorrect advised. This was an honest mistake by one of the representatives. The contract completedby Complainant was incorrect filled out and was voided.We reached out to the complainant to apologize that the upgrade had not been completed yet and wanted to get thisresolved for them. Complainant was advised they had not been billed for the upgrade yet and currently were on the oldpackage. We explained to the complainant that the $59.95 was an incorrect price and apologized for the confusion. Thank you for your consideration. [redacted]MGW NetworksVice President