LocalTel Communications

Garage Door inc attention to detail and dedication to customer satisfaction is remarkable..

*** * *** *** *** *** * ** ***Daytime Phone: *** ***Evening Phone: ***E-mail: ***I am very sorry this miscommunication happened We value our customers and it is never our intent to upset them I realize it
is not always easy to understand the billing process and we are always open to customers calling us or coming in for help In this case the employee tried to help by estimating what the charges would be.When a customer calls to
make changes to their account we do not know what the exact payment would be
until a bill has been generated and sent for taxes Customer accounts
with changes have pro-rated charges by the day until the date of their billing
cycle Changes show up on the customer’s next bill and the exact amount
would be calculated In this case
the customer wanted the amount at the time the change was made which was not
possible for us to give him.
*** ***
Customer Service Manager
***

***I'm sorry you are going thru this and having to spend your time doing this.There is no policy of "controlling expenses by saying one thing and doing another", I call that lying and is one of the few ways of getting fired around herePlus, if you really believe that's who we are then I would leave LocalTel and go elsewhere.This is simply, just bad communication and not nefarious, She's an employee who gets 30- calls a day trying to serve the customers wishes as best she can, She doesn't remember the exact details of the call, but she has no way of knowing the exact amount of the prorate amount, so there is no reason for her to be (or pretend to be) authoritative on it, because she would be guessing.But, I do apologize to you from LocalTel for the way our employee came across as authoritative on ( instead of stating ir was a rough estimate) on prorates and all the troubles this has caused you. *** ( Sales Manager) earlier today said you sent in the $and I asked her to call you and send it backI don't want it I just called *** this evening and she said hasn't done that yet but she will call you tomorrow. I will meet with and deal with this sales employee tomorrow.Sincerely,***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.LocalTel's  employee did not tell me that the amount she quoted was an ESTIMATE! Had she done that, I would not be upset. But she DID NOT say it was an estimate. I relied on what she said as authoritative. If LocalTel tries to control expenses by saying one thing and doing another, that is not a proper business ethic. They must train their people better. How is a customer to know what is reliable and what is not?
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Review: I am contracted with LocalTel to provide 25 mbps Internet speed. Found it was 9.5 mbps based on LocalTel's Speed Test. Called tech support on 4/22/13 and they return it to 25 mbps. I called their sales department and contracted for 100 mbps. On 4/23/13, speed was 9.5 mbps. Called tech support no answer why this happened. Order to increase to 100 mbps not done, so that was initiated. Not told my Internet connection would be out from 10 am - 6pm. Lost time and money due to inability to do business activity. I wrote to LocalTel asking why Internet speed was not at contracted speed, why Internet speed had returned to 9.5 mbps, and what was going to be done. 4/29/13, [redacted], VP stated, "LocalTel does not monitor all the speeds for all customers on a 24X7 basis. It is up to our customers to monitor and report issues to our tech support department." In records going back to 2004, I found no documentation of this stipulation (nor on their website) that quality control for LocalTel's services lay with the consumer. To not state this openly is a deceptive business practice. Not receiving the contracted Internet speed not addressed - instead, Mr. [redacted] attempted to upsell me an additional service, "Our new SKYFI internet (sic) does not touch the PUB fiber and our backhaul is routed through Spokane and Portland versus Seattle." Instead of addressing why my Internet speed returned to the realm of 9.5 mpbs, Mr. [redacted] preferred to create a straw man argument: "But we will never guarantee your internet (sic) will be up 24X7 365 days a year." I never asked LocalTel for this. I asked why I had not received the services I contracted for. LocalTel apparently has no reliable way to ensure it can provide contracted services. Not providing a customer the contracted services a company agrees to provide, particularly after they are informed of this problem, constituted consumer fraud as I understand it. As of this writing, my Internet speed is approximately 9.6 mbps, ten days after the problem was reportDesired Settlement: 1. Return to 100 mbps contracted speed2. Assurance that LocalTel can actually deliver 100mbps Internet speed in a sustainable fashion.3. One month's free service to make up for the loss of contracted Internet speed documented above. 4. One month's free service every time my Internet speed drops below the contracted speed of 100mbps for more than one day (24 hours) as documented by LocalTel's SpeedTest.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9528967, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Dear Mr. [redacted],

I have Internet and cable service with Locatel. I live in the village of Leavenworth in town, not in the country. I have had Internet and cable service from them for the past 6 months. I was calling them weekly, usually every weekend for awhile, because that's usually when my internet and/or cable stopped working. I have since learned to reboot my cable in the middle of a tv show that I am watching (and missing). At least one to two times a week I have to disconnect my internet cord for several minutes to get service back. I am so sick of it! I would use another company but was told the PUD decides what company services my location. I cannot use satellite where I live, but did for the last 13 years in a previous home. It was excellent. Never had Internet problems either. I rated this neutral because the service techs on the phone are very nice (if they are open).

Review: This is an internet and TV providing company. Yet, out of two total attempts, this company has not allowed subscribers to access a tv guide on any of their internet pages or addresses. They are an internet company yet they do not seem to have it figured out how to let subscribers access a TV schedule!Desired Settlement: They should get an idea and change their website to give easy access to their TV schedule.

Business

Response:

Sorry to hear that she's having issues with getting our TV Guide.

Review: I made changes to my service and asked an employee what the amount of my next billing would be .I paid the amount she quoted. When I got the bill it was $39.00 more than was quoted. The business refused to abide by their previous quote. I want my $ 39.00 back.Desired Settlement: Get my refund back.

Business

Response:

[redacted]Daytime Phone: [redacted]Evening Phone: [redacted]E-mail: [redacted]