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MDU Communications

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Reviews MDU Communications

MDU Communications Reviews (22)

Review: The satellite company on a continuous basis have rate increases without notifying the customers prior to being billed. There is always an extensive waiting period when you call into customer service which often exceeds 30 minutes or more. You are never allowed to speak directly with the billing. Customers are advised that the billing department is not available and to leave a message. Billing department never returns telephone calls. I started my service in August of 2011 in which I had (3) HD receivers installed. In March 2012 a $10.00 HD service fee started appearing on my account. I have become accustomed to accepting the constant rate increases by the company which causes my monthly amount to rarely be the same. My current billing for the month of October showed yet another increase. This led me to compare the charges on my bill from the starting point to the current. I identified the charge of $10.00 for HD Service Fee that was advised as a recurring monthly charge at installation. It didn't start appearing as a recurring monthly charge on my bill until March 2012. The representative said that this was a standard monthly charge for customers with HDs and that it should have been explained and charged to me from the beginning. I have had numerous billing problems with this business from day 1. The apartments that I live in, [redacted] only allow their tenants to do business with MDU Communications. The majority of the time I am unable to watch TV because there is a complete or partial signal blockage. Most of my recorded programs are unable to be viewed because of the poor signal quality of the satellites for my apartments.Desired Settlement: I want a complete refund for each month I was charged the $10.00 HD Service Fee that has been billed without my consent from March 2012 until October 2013. What are my rights regarding unfair billing practices, rate increases, and charges appearing on my bill without my knowledge?

Revdex.com information:

Please investigate the services of the business in order that other consumers may know the unacceptable quality of service, unethical billing practices, and poor customer service that they extend to their customers.

Business

Response:

Dear Sir/Madam,

The customer called MDU Communications to request installation or 3 DVRs (digital video recorders), which are not able to broadcast in High Definition (HD). hence there was no mention of this to the customer, and no HD charge applicable.

Upon installation, the customer called MDU to report that she did not want the DVRs, but rather she wanted 3 HD-DVRs (High Definition Digital Video Recorder), and another service appointment was created on August 19, 2011. The customer was informed about the $10.00 HD charge because of the receiver type ... i.e. HD-DVR

A technician was dispatched on August 24, 2011, and the receivers were installed, hence the $10.00 monthly HD access fees.

The customer is correct in saying that she was not billed until later, and this was due to a glitch in our system, but it was rectified during auditing, and as courtesy, MDU did not request payment for the time the customer was not billed, but rather, MDU billed the customer from the time the glitch was corrected.

We have explained this to the customer, and apologized for any inconvenience, but customer continue to insist we waive the charge, unfortunately, we can't.

Please feel free to contact MDU if you need further clarification.

Thank you

Review: In addition to average wait times in excess of 40 minutes to get customer service on phone, it takes a week to get repair person to home. At that time, we are still being charged Satellite TV service that we are unable to use. The customer service reps always promise to reimburse me a pro-rated fee on my monthly bill, but they have yet to do so on numerous service outages that have occurred since I moved in in 2008. Service outages are always due to infrastructure that they own, never with equipment failure inside my home. Frequency of outages is once every 2-3 months.Desired Settlement: Reimburse for monthly service fee to DirecTV for time I was unable to use.

Business

Response:

Dear Sir/Madam,

We reached out to the customer and apologized for any issue(s) experienced.

We also issued a courtesy credit on the customer's account.

The customer is satisfy with the outcome, please consider this case closed.

Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Account is under my name: [redacted]

Address: [redacted]

Email: [redacted]

Service start date: November 4, 2013

Service stop date: November 15, 2013

I started internet service with MDU on 11/04/2013 and my credit card was charged for 1 month of service. This charge hit my credit card (Amex) on 11/05/2013 in the amount of $31.46. There was no set-up or equipment fee b/c I self-installed service and already had the equipment required.

I called MDU on 11/11/2013 and requested they cancel my service as of 11/15/2013. Due to the cancellation I should receive a pro-rated refund of the initial month's service charge (approx. $19) depending on how's the first month is calculated. This amount has not been credited to my account.

I called MDU to inquire about this refund the week of November 17, and I was told the credit would be applied in 24-72 hours. The rep noted he was escalating to their billing department. It is now 12/09/2013 and no refund has been processed.

On 12/02/2013, there was an additional charge made by MDU to my credit card (Amex) in the amount of $18.49. This charge should not be applied as I no longer have service with MDU.

I have called MDU on multiple occasions with no resolution and have left voicemails for Steve Moore and I have not received a response.

I am requesting that MDU provide the pro-rated credit for the 1st month of service and fully reverse the second month's service charge when I no longer had service with MDU.Desired Settlement: I would like MDU to provide a pro-rated credit for the first month of service and full refund for the second charge that hit my account.

Pro-rate refund appox. $19

Second month's incorrect charge $18.49

So, in total I am looking for a refund of approx. $37.49. However, this would adjust slightly based on how the first month of service was charged. Though, I am unable to contact MDU to determine exact amounts.

Review: fraud. they are installers only and you place your order and pay over the phone then when they come out they tell you its 200 more dollars due to the equipment you have or need... they do not explain that to you upfront and then when you call with the technician in your home they tell him to disconnect what he did! wow really?? and leave me with no tv when I already paid and explained to the rep in the initial call what I had .... then they get here and the order was wrong on their end and I have to pay 200 more dollars?? they will get you!! and you will have no tv service even though you are on a two year contract with a company!! the are wrong wrong horrible contractors!!!!!!!Desired Settlement: I want my home to have what I ordered from the rep from the jump... I want hd/dvr in two rooms and hd in one room!! all I want is what I was told I paid for from the jump...charging 49.95 PER ROOM!!!! then asking 199 more when you got here.. wow!

Business

Response:

Dear Sir/Madam,

The is correct in saying every receiver/equipment is priced differently.

MDU is not responsible for the prices on the receives/equipments, we are however, required to make customers aware of any and every charge.

We did reach out to the customer and apologized for the issue reported, and as courtesy, we issued a refund in the amount of $61.68 (1 $49.95 installation fee, and monthly protection plan fee)

The customer also requested to have the monthly protection plan fee removed, and explained to the customer the charges applicable if a tech were to be dispatch per service visit.

Please consider this case closed.

Thank you

Review: There service goes out almost once a day. Today it has been out for over 24 hours and no one there picks-up the customer service line. I waited on hold for over 30 minutes twice.Desired Settlement: Fix the service so there are less frequent outages (i.e. less than once a week).

Business

Response:

Dear Sir/Madam,

We did reply to this compliant via mail, not sure why your office didn't receive it.

We've made attempts to contact the customer to apologize and help resolve and issue, but unfortunately, the phone number we have on the account ###-###-#### rings, no answer or voice mail.

We will continue to follow up and hopefully resolve this issue.

Review: I moved into [redacted] in January 2012. At the time I signed up for Direct TV I was told it can only be installed and maintained through MDU communications. MDU told me I had to purchase my Directv cable boxes through them in order to receive programming. The charged be approximately 590 dollars for 3 cable boxes ( 1-HD-DVR box and 2 HD boxes).

Moving forward to today, I recently moved from the above address and thinking the boxes were mine, I kept them. Directv is now charging me almost 250 dollars for the cable boxes telling me all their equipment is leased and MDU should not have sold the boxes to me. They are asking that I return the boxes. This is equipment I thought I owned since I paid for it.

I have been calling MDU but I am being put on hold and no one comes to the phone.

Business

Response:

Dear Sir/Madam,

We apologize for the delay. After careful examination of the customer's complaint, and the work processed when the customer called to order DirecTV service, we have

concluded that the customer was advised that, the receivers were leased.

This is a protocol, it is not an option, MDU is responsible for making customers aware of the requirement, when a customer calls to sign up for service. Again, this is what DirecTV requires, hence is not a choice of whether the customer wants to purchase or lease.

The customer signed up for a 2yr promotion agreement with DirecTV, and as the customer indicated, there is a penalty when the contract is not met. Unfortunately in this case, the contract was not satisfied in full, hence the charge/penalty from DirecTV.

Please consider this case closed.

Thank you

Review: I am a very dissatisfied customer. I recently moved into the [redacted] Apartments during February 2013 who requires residents to pay cable fees with MDU Communications. Since move-in, I have attempted numerous times to resolve my issue with MDU Communications through the [redacted] management team but have made little progress and seek resolution.

Prior to moving into the[redacted], I contacted MDU Communications and pre-paid a deposit of $78 for services and installation of HD equipment to be completed which was not every fulfilled due to repeated poor service from the company. MDU communications missed a total of 2 pre-scheduled appointments and failed to notify me on each occasion (same day of my standing appointment) that they did not have the proper equipment to install resulting in a bad overall customer experience for me. I was told in advance by the MDU representatives that their appointments were automated and the times available in the schedule were non-negotiable due to availability of the installers. The fact that they booked an appointment without first confirming equipment was in or out of stock was very unprofessional. Furthermore, their failure to meet the 2 appointment commitments they asked me to agree to was a great inconvenience, causing me to take a 2 full day away from work, missing pay during a ridiculously long time window scheduled between 9am-6pm waiting for failed installations. I was very unhappy about the fact that I was not given advance notice about the company's inability to provide equipment These issues are documented on file with MDU. I now request that the $39 cable fee be removed from our monthly bill because of having to select an alternate provider (AT&T) to meet our needs. Due to the repeated poor service, failed appointments, and equipment stocking issues, I doubt the company can deliver on future commitments. Therefore, I believe the contract is has been breached due to MDU's inability to deliver on past commitments.Desired Settlement: The company has clearly demonstrated inferior customer service and also failed to meet commitments in the past. I am yet being charged a monthly fee for services that the company does not render. They claim that my apartment property is held to honor a contractual agreement with them but ignores the fact they have not honored their agreement with me. All past encounters with their customer service team/supervisors have been extremely stressful and have resulted in no resolutions. I seek to discontinue being billed future monthly services fees of $39 for services not received and also desire to receive a refund of monthly fees of $39 for services not received during previous months (February 2013 - July 2013). I would like acknowledgement also in the form of an apology from [redacted] for his non-responsiveness and[redacted] (supervisor) for being extremely difficult with me in the past after his company dropped the ball.

Business

Response:

We do apologize for any inconvenience this may have caused. We are not able to accommodate [redacted] request. She does not have an active MDU account, hence no monthly fees from MDU Communications.

Thank you,

MDU Communications Inc, (USA)

Review: On February 12, 2013 I ordered the Brazil Elite package. The following channels have not appeared on my receiver: [redacted] I have called more than a dozen times and had a technician visit our apartment four times. On many occasions I have called MDU and been told that the representative would look into the problem and call me back, but I never receive a callback. The technician ultimately concluded that the channels are not appearing because there is a transcorder or transponder missing in the control room in our apartment complex. The technician told me that MDU must send the missing equipment to him. In addition to many calls earlier in the spring about this issue, I called on June 7th, 14th, and 24th to enquire specifically about the transcorder. Each time I was told that there was no estimate of when the repairs would be made. I asked to speak to a supervisor each time and was told that none was available but that one would call me back shortly. I have received no such call.Desired Settlement: I wish to receive the four channels that I have been paying for since February and are advertised by MDU as being available at my residence. I also wish to receive a refund for the four months during which I paid for the service that was not provided.

Business

Response:

July 9, 2013

Dear Sir or Madam:

After a thorough review of the customer’s account and our company records, we called the customer and left a message for Mr.[redacted], apologizing for the inconvenience.

We will make another attempt to reach Mr. [redacted] and arranged for a Senior Technical Support Agent to troubleshoot with him via phone, and based on the results, we will dispatch a technician to his home in necessary.

In the interim, we have credited Mr. [redacted] account $30.00 for the inconvenience. We hope to get his programming working as soon as possible.

Please consider this case closed, and contact MDU Communications if you need additional information, or clarification.

Thank you,

Call Center Manager

MDU Communications (USA) Inc

###-###-#### Ext. [redacted]

Consumer

Response:

Review:[redacted]

I am rejecting this response because the problem that motivated my complaint has not been resolved. The written response to my complaint indicated that MDU Communications is willing to have a technician troubleshoot the problem over the phone. However, technicians have visited my home four times and determined that there is a missing transponder at our apartment building that prevents the delivery of three channels that MDU advertises as being available at my property. Can MDU provide an estimate of when the required transponder will be installed?

Regards,

Business

Response:

We do apologize for the inconvenience. Please allow us more time to resolve this issue. We are working with the field technician supervisor to come up with a final resolution. Once we have an update we will get in contact with you as soon as possible.

Thank you for your patience,

MDU Communications Inc, (USA)

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

On Tuesday July 30th, I was told by MDUC that the missing channels will no longer be offered at our apartment building and that I will be refunded for the charges for these channels since October.

Regards,

Review: It takes 25-45 minutes to speak to one of the 30 individuals that are in charge of seemingly every aspect of the company. However, none of these people has either the authority or knowledge to address any issues. Further, I have just been billed for about three seperate services to which I am not subscribed, and no one there seems capable of addressing my billing concern.Desired Settlement: Adjust my bill to accurately reflect my service; Finally send someone to give my internet access and stop making phony excuses!

Review: I have had multiple billing issues with MDUC. My apartment building uses MDUC as its exclusive provider of satellite television. After making an appointment for installation, I never had working service. I had a technician out to my apartment several times and they could never get the service working. I then asked them to cancel the service and refund all money since it had never once functioned properly. I was told the money would be refunded. It never was. After calling them several times it became clear they were not going to refund my money. I filed a charge dispute with my bank. Weeks later, another charge appeared on my credit card. I called them once and demanded that they refund the money since my account was now closed and I have never received a single day of service from them. I was told it would be refunded the same day. It wasn't. I called them again a week later and demanded it refunded again and said that they had til the end of the week before I would file a claim with my bank as well as the Revdex.com. That time has come, the money is still not credited to my account. I am certain this company will not refund money unless they are absolutely forced into doing so. This company holds their customers hostage.Desired Settlement: My bank will likely refund the money for me. I felt it is important for the Revdex.com to have information regarding the billing practices of this company. They are disrespectful to customers, yet customers are pigeonholed into using their services because they provide exclusive television to people who are in apartment buildings and are left without the ability to choose another provider. It seems like each time I have had a problem with this company, the result is the same. They tell me one thing, but do another. I've had it with them and I think it is time that the Revdex.com hears about it.

Review: We have been trying to set up cable in our apartment for over a month and we haven't been able to get any form of acceptable customer service from this company. They refused to send a technician out to install our service, and when they finally did, the technician was an independent contractor and didn't know anything about what he was installing for us. He left before he was able to successfully install.

I have called numerous times to have this issue (and others) resolved, but each time I call I am on hold for over an hour and end up having to hang up and try again a couple days later. Each time I have called I have been unable to get anyone on the phone. We paid for the service and we still don't have cable. They flat out refuse to answer their phones and provide us with any kind of service.Desired Settlement: We are forced to use this company because of a contract our apartment building has with them. I would like free services as well as someone to come set up our services.

Business

Response:

We do apologize for any inconvenience this may have caused. We are not able to provide free cable services. Ms. [redacted] does have a disconnected account with MDU. The account number is[redacted], and it has a credit of $[redacted]. She can call our toll free # ###-###-#### at her earliest convenience to sign up for services.

Thank you,

MDU Communications Inc, (USA)

Review: I began trying to contact MDU Communications in mid-September to have my service disconnected and to find out how I return the modem for my internet service. I have not been able to reach anyone--despite having called them no fewer than two dozen times and holding for not under two hours total. I have visited MDU's website and called each of the numbers listed and had no success. I have now moved and still have MDU's modem. I am also still being billed for service.

My understanding is that MDU is being acquired by another company but I cannot understand not being able to reach a human being to discuss my account in what three weeks.Desired Settlement: I want to be billed for services through the 25th of September and have my bill adjusted accordingly. I want to be given a method to return the modem to MDU at their expense. I want my account closed.

Business

Response:

Dear Sir/Madam,

The customer's account is closed and billing is up to date.

We called and left a message for the customer.

Please consider this case closed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I cancelled my service 8/28 (or 8/29). I was told that I would receive an email with a shipping label to mail the satellite receiver back to the company. Additionally, I was to receive a $45 (and change) refund for excess billings as they bill a month in advance. As of the date of this complaint (9/29), I still have not received a shipping label (it did not go to my spam folder) or my refund. After 3-4 attempts to contact the company regarding this issue (receiving apologies and confirmation that they will take of the issue) I am still carrying around their equipment and I am short my refund. I recently moved, so I have the burden of carrying around the equipment despite cancelling my service nearly half a month in advance. I am getting tired of carrying around the equipment as I am afraid something my happen to it that would prevent me from getting my money back. Additionally, I spoke with person who mentioned that after sending the request again, she would follow up with me in 2-3 business days to confirm everything has been processed. It has been about 2 weeks (maybe more). I called back, speaking to a different representative, who couldn't confirm anything was going through. He was going to mail me the label. It has been a week. No label. This company, on several occasions, promises to call me back regarding issues and has NEVER called me back. The company never follows through on promises.Desired Settlement: I expect the label to be sent to me so I can return the receiver! I also expect 2 times my full refund due to the burden of carrying around the box in good condition (additional amount also includes expected expense of obtaining a box to ship the receiver back).

Business

Response:

[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The caller left a hard to understand voicemail with no direct callback number. I don't have time to sit on hold for 30 minutes to talk to someone who knows zero about my situation.

The $45 refund does not include $6 of shipping costs. I don't think it's fair I have to pay to send their box back.

I would like to be called back.

Regards,

Review: I have had service with mdu for about 6months... almost every month I have had some type of problem with services not working, but still being charged full price every month.. the customer service dept, which is absolutely terrible (just look at all the web complaints) tells me "when we fix the problems, you will get full credit for the times you did not have service" which sometimes is 2 months before someone comes out to fix the problems.. yet I haven't received any credits on my bill... here is the latest creative "scam" they are trying on me for the second time: few months I again lost a lot of my channels I subscribe to, I call (wait on hold sometimes up to an hour) to be told "we will schedule a repair man to come out" ... then they say .. "hmm something is wrong with the appointment system for your area" ... then they say "I will call you back when I get an appointment scheduled" which never happens.. now again I call with yet ANOTHER different problem, the hard drive in my dvr says failed.. crashed.. so I am getting the same run around about the can't schedule a repair man out.. yet still they charge me full price every month.. not only is the customer service horrible, but they don't allow you to talk to a supervisor.. I have literally had to deal with problems 5 out of the 6 months ive had theyre service, I looked online and I see many many people with the same types of problems.. the only way I actually did get a call back from a supervisor, was 4 months ago.. with the 2nd of many problems .. I filed a complain here, then magically I got help.. so I know it is possible to get someone to fix here. additional note: when I contracted this service.. paid full price for everything, the 3 cable boxes they brought out, were so old and beat up they barely work, yet another amazing scam the really inersting part of this.. is they offer to credit me for time without service, when problem is resolved, but they never resolve it, so they don't credit me.Desired Settlement: I run my own business, and if I did not supply the serviced agreed to about 80% of the time???? I personally could not charge them.. let alone legally.. its unbelievable that a company can run this poorly. and not try make the customer happy by at least fixing the problems. I feel I should get : the problem fixed, and appropriate credits for EVERY outage i've had over the past 6 months. that's what they promised, that's only fair. unfortunately, mdu is our only option for satellite tv in this apt complex.. even the property management had told us how unhappy they are with mdu.. but they signed a 10 year deal with these scammers.

Review: I became a customer of MDU Comm. on 5/17/2012. Monthly charges and taxes I needed to pay is $29.95 and Iset automatic payments to my credit card. In June 2012, I was charged $88.88. I called the company thinking I am overcharged and they explain the bill to me as follows: May 17, 2012 to May 31, 2012, prorated amount of $14.49 June 01- June 30, 2012 --> $29.95 July 01- July 31, 2012 --> $29.95 Total makes $74.39 and they applied $15.00 (remaining amount from $88.88) to my August, 2012 bill. I asked why I am paying 2 full months of charge and the told me that MDU charges 1 month advance. So, "in June's bill, July's charge is also included" was what they told me. Then, I was charged $29.95 in July, 2012 and it was for August. I was charged $29.95 in Aug, 2012, $15 of it got adjusted for the mistake in the first bill and I paid $14.95. So, this payment was for September. I paid all the monthly charges until May, 2013. I called the company on May 23, 2013 to end the service on June 30, 2013. Since I had already paid $29.95 in May, 2013, which covered everything until June 30, 2013, I was not supposed to be charged in June 2013. However, they charged me $29.95 in June 2013 again. I called them and told them I was paying one month advance, I cancelled the service before 30 days of notice and I was not supposed to be charged. This time I am told that I was being charged for that month, not for the following month; the first bill was wrong; I was NOT supposed to pay for July in the first bill; but now it has been a year and they cannot correct it; I should have called back then! This is what the customer service agent told me on the phone July 9, 2013. I emailed them, got same answer; I was paying for the current month, not for the following. If I sum all the payments I made, it's $433.28. If we divide it by 29.95, it is 14.47. It makes 14 and a half month of service. Service started on May 17, 2012, ended on June 30. It makes 13 and a half. Obviously, I paid 1 month extraDesired Settlement: I want the full amount of one monthly charge, $29.95, be credited back to my credit card account. I don't know if the mistake happened at the first bill, or as they told me I was paying one month advance and was not supposed to pay in June, but it is obvious that I made one monthly charge extra, without receiving any service. If you look at all the transactions happened, you can see this.

Business

Response:

We do apologize for any inconvenience this may have caused. We have returned $29.95 to Ruken Duzgun’s credit card ending in 4598. This return should be posted on the credit cards end within the next 3-5 business days.

Thank you,

Review: mdu is a install agent for Dish TV. I ordered then cancelled service before any installation. I spoke to an agent on 8/9/13to cancel and was told that a refund to my credit card would be forthcoming within 4 to 7 business days. As of this date 8/26/13, I still have not been credited. The total due is $94.91Desired Settlement: Paid $94.91 plus Interest

Business

Response:

Dear Sir or Madam,

The refund has been issued.

We called the customer and left message, advising the customer of the refund.

Please consider this case closed.

Review: The company told me two months in a row that they made a mistake on a billed amount. The third month, they mysteriously billed me twice my monthly amount and now claim that I owe. I am beyond confused because I did not receive my monthly bill in June, I called and was told I "had paid ahead" and did not owe for June. July came around and I was billed my normal monthly amount, paid it immediately like I always do. But 1 week after this, I received a second bill in July for twice the monthly amount. I was surprised and immediately called their billing department, where I was told that it was a mistake and that I only owed for the one month and to disregard it. So in August, I received the twice amount billed on my statement. I have been calling and getting no where. They are now trying to tell me that I did owe in June! This is poor billing structure apparently in this company's infrastructure. I was told a supervisor would call me and that NEVER happened. (I was told three different times that a supervisor would call me back, until finally someone honestly told me, that there was not a supervisor available and that its at the discretion of the supervisor to call me back! So finally I ask to go above the Supervisor and I was given an email. They then told me "this would be escalated to billing to decide" That also confused me, because I thought I was talking to billing. I paid the one month's amount because I have never been late on payment by my own fault, in hopes that this would get straightened out as I was waiting to hear back from the company. Three days after (of which was a weekend), my cable account was suspended! What business can terminate your service when you aren't even delinquent? The bill isn't even due until 8/26/13. I even paid the $90.99 for the month. I was only waiting like the company told me to until "billing" decided. I would like to note, that since being with this company from June 2011, I have always been early with payments.Desired Settlement: I want the mystery charge of $90.99 taken off my account and my service immediately turned on. And I want to be compensated for the days without service. Because technically you pay a month ahead anyway! I am fearful to pay the $90.99 to suffice the account, because I know that I will never see it back, especially since it seems impossible to even speak to a supervisor. And above all, I don't feel that it is rightly charged. I have been neglected and mistreated by this company's service.

Business

Response:

Dear Sir/Madam,

Sorry for the delayed reply.

After carefully researching the customer's issue, we issued a refund of $90.99 as requested by the customer.

We called the customer and made the customer aware of this.

Please consider this case closed.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The refunded amount they are stating is not actually correct. They did not refund me for the issue at hand. The company shut off my cable service while I was disputing the charges in August 2013. Therefore, I was backed into a corner to pay the full amount (which was two months of service at $181.98) immediately by credit card over the phone to have service reissued. However, I had already submitted a payment in the amount of $90.99 by check via mail as my original payment for the month of August. They cashed that AND took my credit card payment. I assumed then, that I would be paid through September since I paid 3 months all in 1 months time. However, I received a bill for September still and did note that there was a refunded amount of $90.99, but this is NOT the amount for June 2013. They refunded me because I paid THREE times in the month of August and still have a payment on the way to them for September. They have NOT handled this at all. AND I NEVER RECEIVED A PHONE CALL AS THEY STATED ABOVE. That is a lie.

Regards,

Review: I moved into an apartment complex in Sept 2011 that has a contract with MDU Communications that prevents residents from getting cable service from anyone else, so I ordered cable and internet service from them. From Day 1, internet worked very sporadically, usually not at all. In October, I bought a [redacted] from [redacted] that brings a signal in and called MDU to cancel internet service with them. I returned their modem in January by US Mail. Two days ago we got home from work and had no signal on our tv. I called MDU, knowing from experience that I would be on hold for quite a while. I was (23 minutes to be exact), when someone picked up the phone and hung up. I called back, and after being on hold for 20 minutes, a recording answered, which went something like this "Hello? Hello? I can't hear you, but if you can hear me, please call us back at ###-###-####", and we were disconnected again. Yesterday morning I called again, and someone actually answered the phone. I asked for a technician to come out and fix our problem, and was told that they could not send anyone out until I pay $200-something for internet service from Oct to 2011 thru Feb 2012, when they disconnected it. I explained that I asked that it be cancelled in October. The lady said she saw that note, but it was never done, so I owe them for four months. They were adamant about not sending a technician until that bill was paid, so I paid in full with my Visa yesterday afternoon. When I got home last night, [redacted] called me (as he promised) and we did some troubleshooting to no avail. He said he would send a technician out, but it was seven days before the next available appointment. I expressed my anger (but in a polite way!) and asked for his supervisor's name. All he would tell me was his first name ([redacted]) and that his last name starts with an *. I asked for his email address, but [redacted] refused to give that to me. Unbelievable.Desired Settlement: MDU should be able to repair their broken equipment in a timely manner (2 days?) and I believe they should refund the $220-something I paid them yesterday for internet service not provided. I know that this is not an isolated incident. The website "[redacted]" has dozens of complaints about this company and their horrible or non-existent customer service.

Business

Response:

Dear Sir/Madam,

We apologize for the delayed responds.

After troubleshooting with the customer, the customer decided to terminate the internet service.

MDU issued a credit to reflect the down time and communicated this information to the customer.

Please consider this issue closed.

Thank you,

[redacted].

Consumer

Response:

Review: [redacted]I am rejecting this response because:Because it is happening again, as we speak. All week long, our service goes out completely, switches channels on its own, or the language changes from English to Spanish. Sometimes it is fine for hours at a time. My husband just called from home and said the screen is black again, and he went outside and saw that the box has been tampered with and the door to it is open.I called MDU again, was on hold for 45 minutes until [redacted] answered. Told him the problem, and asked for a technician to come out. He wanted me to call him when I got home (and waste another 45 minutes waiting, I guess) so we could trouble-shoot. I pointed out that their box has been tampered with; maybe that is the problem? After saying the same thing over and over, he finally said he would set up an appointment IF I paid $65 up front. I asked for his supervisor, who of course was not there again.By the way, the last time a technician was sent, my husband stayed home from work to wait for him. About 30 minutes after the 4-hour window, someone from MDU called to make sure we were getting service, which we were. He said that they had a technician out there the previous Sunday who had fixed the problem. Could they not have let us know that before my husband lost half a day's pay? All I am asking for is for MDU to provide the service that its customers pay for, and when it does not work, send a technician. Why is that so hard to do?Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I wish there was a multiple complaint button to press as I have found a variety of the selections that meet this companies issues. Let me start by saying I have never filed a complaint before and am not one to complain however how MDU has handled business since Day 1 has been unacceptable and unprofessional. I live an apartment complex which apparently has a contract only allowing us to have Direct TV and Direct TV has a contract with MDU to install and service their product. Let me start by saying that EVERY call I have made to MDU results in no less than 20 minute on hold time before I can speak to anyone and as much as 45 minutes last night before I had to hang up. Upon initially setting up service over a month ago I had received multiple price misquotes and after expressing my frustration, I was given the run around and even hung up on by a representative without finding an answer. I was initially quoted around the $20 price range and now currently pay $70 for an inferior product than I would receive if I lived outside of their so called "Bulk Pricing/Bulk Packaging". After swallowing that first pill I was told that they only come out one day a week on wednesdays and was quoted between 9am and 2pm; 5 hours is absurd.

I have had one month of cable with relatively no issues but as of 8/31 my cable went out for no apparrent reason while having people over to watch football, I called and was told a technician would need to come out, but not till wednesday and that I would be without. I arranged someone to be there today and called this morning to confirm the appointment. I was told that they now couldn't come till the 11th. I asked to speak with a manager and was told there wasn't one around; (2nd time). I sent an email to customer service and have yet to receive a response in over 24 hours. This company is hands down the worst I have ever dealt with.

I wrote this entire email while on hold for over 30 minutes.Desired Settlement: I am requesting that if this cannot be resolved that myself and every other customer within the complex be allowed to break contract with MDU and go directly to [redacted] for service. MDU charges a monthly service fee/insurance type fee; something under $15 a month I believe; I am requesting I never get billed this for the duration of my contract and that they cover a portion of my [redacted] bill as I am not recieving service and the time wasted on hold trying resolve this issue.

Business

Response:

Dear Sir/Madam,

The customer's service visit was completed on September 4. Per our technician's report, the customer's service is up and running.

We left a message for the customer as a follow up, and to make certain that the customer's service is up and running.

As a courtesy, we issued a credit on the customer's account.

Please consider this case closed, and contact us if you need any clarification.

Thank you

Review: Internet is not as advertised–random slowdowns of over 2000%, intermittent packet loss of over 50%, regular packet loss at around 1% (generally, no amount of packet loss is considered acceptable).

On asking for a tech to assist with the problem, after ~2 hours on the phone, they agreed to send a tech. After tech left unable to solve the problem, MDU is assessing a $65 fee. I have been on the phone arguing about this for the last hour and am currently on hold.Desired Settlement: Several things are necessary.

First, the charge needs to be removed.

Second, the internet needs to be fixed.

Finally, their customer service needs wait times of less than 30 minutes and employees either need the ability to solve problems or the ability to connect customers with someone who can. I have, at many stages of this, asked to speak with a more senior CSR/TSR because the lower level tech is incapable of taking necessary action or understanding the technological issues in play (the tech that came in didn't know what a packet, packet loss or "bandwidth" was–the issue I complained about was packet loss). At no point was I allowed to speak to anyone and only discovered the $65 fee when I called to complain about the non-resolution of the complaint.

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Description: Satellite Communication - Common Carrier

Address: 631 Juliana St, Parkersburg, West Virginia, United States, 26101-5137

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