Mosaic Telecom

November 4, Good afternoon, Thank you for the opportunity to respond to MrJohn [redacted] customer concern (Revdex.com ID 11790206) You will find outlined below written verification of Mosaic Telecom's position in this matterMr [redacted] had fixed wireless Internet services with Mosaic Telecom from April 15, through September 9, From inception of services until the time of his final disconnection on September 9, 2015, Mr [redacted] was frequently in delinquent, non-pay statusMosaic was quite accommodating in reconnecting him and working with him on payment arrangements Per our account notes, Mr [redacted] purchased a piece of equipment from Mosaic Telecom on March 9, that gave him access to Mosaic’s fixed wireless services, but that piece of equipment had stopped working in October after its one year warranty had expiredMosaic replaced his equipment in October with a new piece of equipment at no charge to Mr [redacted] , but notified him the equipment was owned by Mosaic In October of Mr [redacted] spoke with MrRyan [redacted] , Mosaic’s Residential Sales Manager and requested a credit for the equipment that had stopped working in October Mr [redacted] did let Mr [redacted] know he could pihis old equipment, which Mr [redacted] agreed to, however Mr [redacted] has never picked up that equipment from usAfter his final disconnection on September 9, 2015, Mr [redacted] received nine (9) monthly statements prior to being turned over to a collection agency on July 21, The amount turned over to collections of $is as follows: Mosaic owned equipment not returned $ Charges for services provided & late payment fees $ TOTAL AMOUNT TURNED OVER TO COLLECTIONS $The only documented attempts Mr [redacted] has made regarding his account, other than the October conversation with our Residential Sales Manager as outlined above, are as follows: A note on his account from October 8, where Mr [redacted] called to go over his services and the credits owed to him Please note that Mr [redacted] did receive credit on his November 1, statement for any charges for services after the disconnect date A phone call from Mr [redacted] ’s provided phone number of [redacted] on January 14, to our Mosaic Telecom office This particular call was disconnected while being transferredAlso in October In regards to Mr [redacted] ’s assertions that that he was cursed at by a manager named Mitch, while we do have a Mosaic employee with the name of Mitch (non-management), the phone call Mr [redacted] made on October 8, was prior to Mitch’s start of employment with Mosaic (October 12, 2015) and the second phone call on January 14, was not completed It is also important to note that any and all phone calls taken by Mitch during this same time period would have been taken while he was in supervised training Additionally, our call recordings have been reviewed and none of them contain any of the language Mr [redacted] outlines in his complaint Finally, we have checked with both our after-hours call support agency and our credit agency and neither have had an employee named Mitch working during the specified datesIf there is any additional documentation or information you may require on this matter, please do not hesitate to contact us

[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.] 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 Regards, [redacted]

We appreciate Mr [redacted] 's feedback We certainly understand his concerns regarding high-speed Internet services and pricing While there are many telecommunications providers that serve rural Wisconsin, most have considerably lower speeds in rural areas as compared to the service offerings currently available through Mosaic When comparing the current service Mr [redacted] receives to our cable competitor’s offerings, Mr [redacted] is paying approximately over $less per month In this particular instance, Mr [redacted] has fallen behind on his bill multiple times We have consistently worked with Mr [redacted] to arrange deferred payment agreements in order for him to continue service and allow him to make payments towards his outstanding balance Mr [redacted] 's rural address is served with the fastest speed that we can offer at that location (10Mbps/2Mbps) As with our competitors, we are able to provide faster speeds to Customers who live within City and Village limits in our serving areas However, we are working towards future plans to construct faster speeds in our rural areas Thank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11790206, 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, John [redacted] I believe the whole name was Mitchell [redacted] to be exact if that helps you reference my phone call I was treated completely unpro and down right crudeI was told he was the manager and there was no one above him to talk withMy equipment they took from me actually worked better than the equipment they swapped out and was never not workingThe problems I called about with my service continually not working until I restarted it continued still but the service technician said there was nothing else he could doThe problem started when they told me that I never purchased any equipment and that they don't sell their equipment and that it was impossible that I bought itThey told me to bring in some proof because they believed it couldn't have been purchasedI then was able to find my receipt and box for the equipment and they still wouldn't believe me until I brought it in and let them copy my receipts from my records because theirs didn't show my paymentI told them at the time of copying them that I no longer wanted service under any circumstance and paid my bill upI was then told that my equipment was thrown out and it wasn't a even swap of equipment like I was originally toldI would like to point out that the technicians where so nice that I went to town and bought them each an apple pie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Gerald ***mosaic told me that can not see the tv at there office from dallas cableevery time I called the tv was out I don't know what they see but my tv is out I just had days my tv was out again this weekevery week I have problems all summer I would think they could fix the problem by knowI do not use bad wordsthey are lying about thatI pay Mosiac every mouth to buy something that work they do not want me to call my problems to fix itEvery one in dallas has the same problemI have talk to themsome don't call them any more be cause they don't fix it any wayI do not call them unless I have a problem

We appreciate Mr***'s feedback. We certainly understand his concerns regarding high-speed Internet services and pricing. While there are many telecommunications providers that serve rural Wisconsin, most have considerably lower speeds in rural areas as compared to the
service offerings currently available through Mosaic.
When comparing the current service Mr*** receives to our cable competitor’s offerings, Mr*** is paying approximately over $less per month. In this particular instance, Mr*** has fallen behind on his bill multiple times. We have consistently worked with Mr*** to arrange deferred payment agreements in order for him to continue service and allow him to make payments towards his outstanding balance.
Mr***'s rural address is served with the fastest speed that we can offer at that location (10Mbps/2Mbps). As with our competitors, we are able to provide faster speeds to Customers who live within City and Village limits in our serving areas. However, we are working towards future plans to construct faster speeds in our rural areas
Thank you

Good evening,For quality assurance we record each call that we receive to our main line of ***. In reviewing Mr***’s account we have no record of any phone calls between Mr***’s phone number of *** and Mitchell ***. Mitchell started employment with Mosaic Telecom on 10/12/and the only calls that we have on record, near this date, is with Robyn on 10/8/at 10:am regarding Mr***’s recent disconnection due to non-pay. Please note that this call was days prior to Mitchell’s start date. For multiple months we made special payment arrangements to keep Mr***’s service connected. We consistently received less money than agreed, while still providing service, which caused his account to fall further behind. This led to an ending balance due of $with $being for service provided and late fees that were not paid. As a conciliatory gesture, Mosaic Telecom will forgive the $equipment charge for the Mosaic owned equipment in return for Mr*** paying the balance related to actual services providedOnce payment is made, we will close the account with the collection agency and mark his Mosaic account as paid in full. We have added the appropriate notes to Mr***’s accountTo make the payment, Mr*** can call our main line at *** to pay by credit card or stop at any retail locationThank you, Mosaic Telecom

We appreciate Mr. [redacted]'s feedback.  We certainly understand his concerns regarding high-speed Internet services and pricing.  While there are many telecommunications providers that serve rural Wisconsin, most have considerably lower speeds in rural areas as compared to...

the service offerings currently available through Mosaic.  
When comparing the current service Mr. [redacted] receives to our cable competitor’s offerings, Mr. [redacted] is paying approximately over $35.00 less per month.  In this particular instance, Mr. [redacted] has fallen behind on his bill multiple times.  We have consistently worked with Mr. [redacted] to arrange deferred payment agreements in order for him to continue service and allow him to make payments towards his outstanding balance. 
Mr. [redacted]'s rural address is served with the fastest speed that we can offer at that location (10Mbps/2Mbps).  As with our competitors, we are able to provide faster speeds to Customers who live within City and Village limits in our serving areas.  However, we are working towards future plans to construct faster speeds in our rural areas.
Thank you.

This response will address the service and trouble history of Mosaic Telecom’s support offering for Mr. [redacted]. Mr. [redacted] has had his current service of cable TV service from Mosaic Telecom since September 2014 when at that time, a new bundle package, (cable TV, Internet and telephone service) was installed at his current address of [redacted].  As part of a promotional package and agreement, Mr. [redacted] received free installation if service stayed active and on for two years. The first trouble ticket recorded this year (2016) happened on March 7, 2016.  Mr. [redacted] called Mosaic at 3:23 pm stating that “around 6-7 pm almost each night, there was freezing and tiling on his TV.”  Mosaic’s technician arrived at Mr. [redacted]’s home around 6 pm that night, purposely waiting until around the timeframe that Mr. [redacted] said the issue was occurring.  The technician, Brad, didn’t see any freezing and tiling occurring but tested the coax lines at the TV locations in the home and found a bad coax splitter in the basement.  Additionally, Mr. [redacted]’s service is also fed via fiber-to-the-home service and Mosaic’s technician cleaned the fiber line inside the Customer’s home per standard procedure and best industry practice.  The signal level readings after the splitter installation was complete, showed that the signal strength was better although again, there was no indication of any service related problem that the technician could see. On March 30, 2016, Mr. [redacted] called Mosaic at 11:22 am to say that channel 96 was having issues, meaning tiling and noise issues.  The representative handling the call explained that there had been some signal interference issues that had been happening on this channel and that Mosaic had the head cable TV source provider looking into it. The following information is a backstory that will become important regarding the next phases of interactions, and up to the present history between Mosaic and Mr. [redacted].  At the beginning of 2016, Mosaic developed a new business agreement and partnership with a cable TV channel provider called Celect Communications.  Prior to this business partnership, Mosaic was its own self-sustaining source for all the cable TV channels it offered.  Mosaic had all of its own equipment, negotiated its own deals and rates with the channel producers such as ESPN, Discovery, etc., and had its own array of satellite dishes.  Mosaic is a small company and the economics of providing cable TV service as a business no longer allows for any small company to continue to compete and remain in business by doing everything themselves.  Celect is a consolidator of cable TV sourced channels for many telecommunications companies in Northwest Wisconsin and is located near Menomonie, WI.  Getting into this partnership allows Mosaic to continue providing cable TV to Customers in the future and will allow investment on a shared basis into new channels and other enhanced features of TV such as TV Everywhere and video on-demand. During the entire month of June 2016, Celect and Mosaic were converting all the sources of Mosaic’s channels from Mosaic’s equipment and satellites to the Celect channel sources.  This conversion took longer than anticipated; part of the problem is that Mosaic is one of the only cable TV providers still out there that can provide service to Customers without requiring a set top box.  Not requiring a set top box for cable TV service is almost unheard anymore and Celect does not and has not provided TV channels to a company operating like that hitherto Mosaic.  To provide the sourcing information properly, there are unique audio and video settings on the satellite equipment that need to be done but were unknown to Celect prior to Mosaic’s conversion.  Although most of Mosaic’s Customers do take a box for some of the added features (i.e. guide, DVR, etc.) there are some Customers that choose to not have set top boxes, like Mr. [redacted], and these Customers were affected more than those that do have set top boxes through this transition. On June 7, 2016 at 11:01 am, Mr. [redacted] called Mosaic to say he was experiencing channels “locking up.”  In preparing for some upcoming conversion work, Celect Communications had been performing some cut in work necessary to make the change and had inadvertently caused a disruption on some channels.  Although not pleased, Mr. [redacted] appeared to understand. On June 8, 2016 at 3:12 pm, Mr. [redacted] called Mosaic to say that he was experiencing every channel locking up and tiling again.  The Mosaic Tech Support Representative that took the call from Mr. [redacted] tried to get some basic information on the status of the issue but Mr. [redacted]’s phrases and replies to the questions included “you don’t know a damn thing about what you’re doing,” “you’re costing me money here,” and “it’s no good talking to you because you’re an it and can’t do a thing.”  Mr. [redacted] also said during this call that he will be going somewhere else with his cable service.  The call ended with Mr. [redacted] hanging up on the Mosaic representative.  As a follow-up to that call, at 3:34 pm, the same Tech Support Representative called Mr. [redacted] back to let him know that all channels were back up and running and the issue was a problem with the new upstream provider, as channel sources were being converted over, but all work should be completed.  Mr. [redacted] again replied with a confrontational attitude about people there not knowing what is going on and said “you’re gonna pay for this.” On June 9, 2016 at 11:55 am, Mr. [redacted] called Mosaic and immediately starts yelling this is the “4th day in a row that all the channels are out again.”  It was verified and relayed to Mr. [redacted] by Mosaic’s Technical Support Representative that no work was being done by Celect at that time, nor had Mosaic had any other calls from other Customers.  Mr. [redacted] angrily replied that “he doesn’t care about others and he’s the one that is calling.”  The Tech Support Representative, who has a test TV available at Mosaic’s offices to view, did not see anything wrong on the test TV so they asked Mr. [redacted] for clarity on if all the channels are out as Mr. [redacted] initially stated.  Mr. [redacted] replied “I don’t know and I’m not checking, but channel 6 (ABC) is the one I’m watching and it’s tiling.”  The Mosaic technician escalated the issue and the source of the problem was a piece of equipment at Celect that was getting the channel source into the electronics. On June 14, 2016, the Supervisor of the Customer Service / Sales Department, Briana Farb, had a conversation with Mr. [redacted] about the recent off and on service issues and stated he wanted compensation for the loss of cable TV service.  Although none of the outages compromised an entire day of outage, a day’s worth of credit on Mr. [redacted]’s bill was granted at that time.  Mr. [redacted] was upset by this and informed Ms. Farb that “I’ll be calling in every time I see any type of issue on service from now on.” On June 18, 2016, at 9:48 am, Mr. [redacted] called Mosaic to say that channels were tiling again.  Specifically, it was channels 99 and 45.  The Technical Support Representative informed Mr. [redacted] that those channels appeared fine on the test TVs that he was looking at.  Mr. [redacted] was angry and responded with comments about this being ridiculous and the it people at Mosaic not knowing anything about what they’re doing. On June 20, 2016 at 6:40 pm, Mr. [redacted] called Mosaic and got a hold of a representative of Mosaic’s after-hours service company reporting that channel 6 was tiling.  Channel 6 is the ABC affiliate out of Eau Claire.  Mosaic carries two network affiliates for each of the major stations (one channel down is Channel 5 which is the ABC affiliate out of Minneapolis).  When the after-hours representative asked Mr. [redacted] if this was happening on the next channel down and that this would be the same content so he could watch the program, Mr. [redacted] angrily refused to check that channel and said he wants to know when this will be fixed.  The after-hours representative said he would contact the on-call technicians that he knew and see if someone could take a look at it.  This after-hours representative noted that he didn’t think Mr. [redacted] heard his response because Mr. [redacted] was yelling over the him by repeating “good-bye, good-bye, good-bye” and then hung up the phone.  The Celect technicians fixed the equipment feeding this ABC affiliate at 8:15 pm that same night. On June 29, 2016 at 8:35am, a Mosaic Tech Support Representative took a call from Mr. [redacted] that there was picture but no sound on three channels, ESPNews, FoxSports1, and the SEC Network.  The Mosaic representative confirmed on the test TVs that she was seeing the same when she tuned to that channel.  She proceeded to escalate the issue to the Celect technical support group and inform Mr. [redacted] that this was what she was doing and that she would give him a call back.  At 9:28 am, this Mosaic representative did call Mr. [redacted] back and let him know that she was able to work with the Celect technicians and they got the issue resolved.  Mr. [redacted] became confrontational and stated “you don’t know what you’re doing and why can’t you get it together?”  Mr. [redacted] claimed these channels had “no sound for days.”  This is untrue, as the Celect technician that took the call from the Mosaic representative between Mr. [redacted]’s calls, said they had gone through their morning channel check/diagnostics without issues, plus they had just now started receiving similar calls about those channels from their other telecommunications companies.  This issue was caused by a technical glitch in their equipment but it had just gone out that morning. Mr. [redacted] instructed the Mosaic representative that she should learn “how to figure things out” and “check your system.”  The Mosaic representative started by stating what she had learned on the call with Celect but was rebuked quickly with an angry “no, you obviously don’t!”  When the Mosaic representative asked Mr. [redacted] to please call again if he seeing anything similar, Mr. [redacted] snapped back to her “Oh so you want me to do your job now for you?”   The Mosaic representative stated that she had no desire to argue with that, however that was not accurate but Mr. [redacted] hung up on her. On July 26, 2016 at 6:14am, Mr. [redacted] called Mosaic’s after hours answering service to report he was seeing issues on various channels all through the night.  During the early morning hours of this night, as it does from time to time, maintenance work on the electrical equipment needs to happen.  Celect was performing some maintenance work and was doing so within normal maintenance window time (late night, early morning hours when the least number of Customers will see the issue).  The after-hours service was aware of this maintenance work and explained that to Mr. [redacted].  The after-hours service reported that Mr. [redacted] “exploded and threatened” the representative demanding that this “stuff” stop “or else.”  The after-hours service said they would issue a trouble ticket and request a call back from Mosaic personnel in the morning during business hours.  A Technical Support Representative called Mr. [redacted] back to check the status at 8:35 am.  All channels were working at this time but Mr. [redacted] became angry with Mosaic’s representative and said he’s called “at least a dozen times in the last few days about this.”  Although the Mosaic representative knew this wasn’t true, she didn’t dispute him on the call as she didn’t want to make him angrier with facts.  The Mosaic representative stated she would escalate his request and see if there was anything else happening that would be of a concern happening that may interrupt services again.  The maintenance work was done for that day.  At the same time this call was going on, the after-hours service management team was contacting Mosaic’s management of the interaction with Mr. [redacted] because they wanted Mosaic to be aware that the believed Mr. [redacted] was “hostile” and could potentially be a safety concern for Mosaic employees. On the morning of August 12, 2016, Ms. Briana Farb, Mosaic’s Sales Supervisor, Mr. Tom [redacted], Mosaic’s Plant Superintendent and Install/Repair Supervisor, and a Mosaic Service Technician, Jake, made a personal visit to Mr. [redacted]’s residence.  The reason why was to personally see service quality issues that all the calls were generated from. While onsite for approximately an hour watching television, the TV service was described by Mosaic personnel as “uninterrupted” and “no noticeable tiling, freezing or glitches were witnessed”.  Mr. [redacted] repeated himself saying that “you should just replace all our equipment because it was old and broke all the time.”  Mr. [redacted] explained that the equipment was not old, that the service was being delivered over a fiber to the home network and the channels sources were coming from satellite dishes and services from Celect that were purchased or provided by the stations to them, but when items are not working in accordance to how Mosaic would like them to be, these issues are addressed and fixed as quickly as possible. Mr. [redacted] tried to inform him that many of the service quality issues that he has been calling in are out of Mosaic’s control, like acts of nature, such as when lightning strikes a tower and causes multiple channels to go down, or heavy rain interferes with satellite transmissions. He would listen to none of that demanding “that is your problem and you should have things in place to prevent that.” Mr. Zwiefelhofer stated he could only insure Mr. [redacted] that when these things happen we deal with them and fix things as fast as we can.  During this visit, Mr. [redacted] supplied Mr. [redacted] with his personal cell phone number to contact regarding any issues he may be seeing.  Mr. [redacted] stated numerous times that “he never gets any help when he calls in”.  Although again historical evidence shows that this last claim is not entirely accurate, Mr. [redacted] went out of his way and above and beyond to provide a unique Customer service experience. Over the next four to five weeks, Mr. [redacted] received numerous calls during “all hours of the day and night” about service related issues.  Call logs on Mr. [redacted]’s phone show calls ranging from after midnight to very early morning hours.  These calls would average about 3 per week. Conversations between Mr. [redacted] and Mr. [redacted] were unpleasant for Mr. [redacted] as Mr. [redacted] would angrily insult Mosaic’s employees and Mr. [redacted] personally.  For each of these calls that Mr. [redacted] took or voicemails received, Mr. [redacted] would check with the technical support department to see if there were any issues that the channels were having, and get back to Mr. [redacted].  The majority of these issues were temporary tiling or freezing issues that Mr. [redacted] said were fixed or resolved while or before the call completed, or it was likely a network source issue that was out of Mosaic’s control or needed to be addressed by others providing the channel. For example, on September 13, 2016, Mr. [redacted] called directly to Mosaic Tech Support regarding Channel 13 (WEAU NBC Eau Claire) tiling and freezing during the morning and night before.  There was no problem happening at the time of the call, but Mosaic raised the issue with Celect personnel.  Celect didn’t see anything wrong but raised it with their contacts at WEAU directly.  The WEAU personnel were aware of the problem and were addressing it.  Celect responded back to Mosaic the WEAU was having issues at their station and would be working on it throughout the next couple of days.  Mr. [redacted] didn’t care and demanded it be fixed or he wanted service credit for it being down. On September 25, 2016, Mr. [redacted] called Mosaic’s after-hours service regarding channel 100-14 (CW Eau Claire) not working.  The channel was a black screen.  Mr. [redacted] was very angry and demanded it be fixed immediately.  The after-hours service called out the on-call technicians right away. Mr. [redacted] was called directly as well regarding Channel 100-14 CW not working.  Mr. [redacted] also made inquiries.  Mosaic’s after-hours service personnel were not able to determine anything wrong on their equipment but also saw the channel as black.  Mosaic personnel called Celect’s after-hours technicians, who also saw nothing wrong on their end, but did see the same black screen and therefore called their contacts at the CW station directly.  It was determined that CW did have a failure on their end, directly off their station radio tower, and that they were working to address and correct it.  Mr. [redacted] again when informed angrily didn’t care and wanted billing credits for service outages. On September 26, 2016, Preston [redacted], Technical Operations Officer, called Mr. [redacted] to discuss service related issues and call notifications and procedures moving forward.  Mr. [redacted] became aware of Mr. [redacted] calling Mr. [redacted] directly after the CW station incident the day before and wanted to discuss changing that. Mr. [redacted] spent approximately an hour and a half explaining to Mr. [redacted] the various aspects of TV service delivery including possible disruptions that may happen from time to time due to various reasons such as weather, electrical equipment failures, or problems from the stations themselves, similar to what had happened the day before.  Mr. [redacted] replied that he didn’t care, that was our problem and this was just a bunch of excuses for having a “piss poor company.”  Mr. [redacted] also stated that Mosaic employs a bunch of it (“including you”) that don’t know anything about running a company and satisfying Customers.  Mr. [redacted] also stated that your “Briana lady is a real dumb st and you need to fire her.”  Mr. [redacted] offered Mr. [redacted] assistance in transitioning to a different provider by working with that provider to ensure he doesn’t have a disruption in service and where Mr. [redacted] may be happier.  Mr. [redacted]’s response was calling Mr. [redacted] a “<blank>ing it to disconnect your Customers rather than fix the problem” and “that you’re even high up in the company but it doesn’t do any good to even talk to you because you can’t seem to do a damn thing either.”   Mr. [redacted] then requested some items from Mr. [redacted] if Mosaic and he were to continue having a provider/Customer relationship.  First, Mr. [redacted] was to refrain from contacting Mr. Zwiefelhofer’s cell phone directly going forward.  Mr. [redacted] replied that “Tom gave me his number and told me to do that when he was here.”  Mr. [redacted] agreed that he did but was still asking that Mr. [redacted] no longer do so as call records and history will not get recorded of his call and he would get a faster response by calling the main line or the trouble line.  Mr. [redacted] said he would leave instructions for the receptionist at Mosaic as well as the after-hours calling service that if Mr. [redacted] calls, they are to take his information and condition of the channels he’s calling about with which they will not ask further questions or troubleshoot with him over the phone as this seems to antagonize Mr. [redacted].  They will say “thank you for your call and we will notify the necessary parties immediately.”  Those answering the phone will then contact Mr. [redacted], Celect, Mr. [redacted], etc. on the channels’ condition and Mosaic will investigate and take remedy action immediately if necessary.  Mosaic’s representative or the after-hours service will not try to call back Mr. [redacted] after any problem found is found and rectified to see if Mr. [redacted] sees improvements.  Essentially, Mosaic is creating a whole different calling and trouble reporting system specifically for Mr. [redacted].  Mr. [redacted] requested that Mr. [redacted] speak to these after-hours representatives or direct Mosaic employees that answer the phone with respect and in a polite and courteous manner.  If Mr. [redacted] needed to contact Mr. [redacted] again due to not being able to follow through with this, then Mosaic could no longer be his TV provider.  Mr. [redacted] ended the call in much the same angry manner and disposition with “It doesn’t do any good to talk to you. You don’t know what you’re doing and can’t help with anything either.”  After this conversation, Mr. [redacted] did not call Mr. [redacted] and the Mosaic receptionist took notes and escalated the information that Mr. [redacted] called in regarding going forward. On October 1, 2016 at 5:40 pm, Mr. [redacted] called the after-hours service due to Channel 64 (FoxNews) tiling.  The issue was escalated to Mosaic personnel immediately.  Mosaic personnel addressed it with Celect after-hours techs that evening.  Mosaic and Celect didn’t see any issue at the time, but Celect said they would monitor it closely and inquire with Fox directly On October 7, 2016 at 3:48 pm, Mr. [redacted] called Mosaic directly to report Channel 9 (Fox Minneapolis) had tiled and was freezing.  Mosaic personnel looked at their equipment and had contacted Celect at 4:05 pm.  Celect and Mosaic didn’t see any issues at the time but testing by Celect saw some lower than normal levels that concerned them.  Celect stated they were going to address it with Fox personnel directly. On October 11, 2016 at 7:58 pm, Mr. [redacted] called Mosaic directly and was very upset that channel 9 (Fox Minneapolis) had tiled and was freezing again.  Mosaic on-call personnel was called again and the issue was looked at immediately.  Mosaic could see it happening and determined it was coming from the source.  The issue was escalated to Celect.  This disruption here was caused by Fox themselves doing work on their satellite equipment and dishes.  Fox had received calls from multiple providers and discovered inconsistent issues with hardware supplying the signals on multiple stations.  It is likely that these instances that were previously listed above from October 1 and October 7 were caused by this same issue. On November 2, 2016 at various times during the morning, Mr. [redacted] called to report multiple channels tiling and freezing.  This issue was a piece of failed equipment on Mosaic’s network that provides service to the community of Dallas, Wisconsin.  Mosaic personnel were getting phone calls from various Customers and had resolved the issue later in the morning hours. Mr. [redacted] continuously displays and uses unprofessional, discourteous, and rude behavior and demeanor when interacting with Mosaic employees.  He is verbally abusive and threatening to those he has any type of communication with.  Vulgar language along with personal insults and threats are not uncommon.  Those Mosaic employees and those employees of Mosaic’s after-hours response service are uncomfortable talking to him and these interactions have caused stress and anxiety issues to those employees.  It is Mosaic’s belief that this history has shown Mosaic has tried to rectify Mr. [redacted]’s service issues and respond to his inquiries with professionalism and respect while seeing little in return.  Mosaic is not in the business and does not desire to lose Customers and certainly has no desire here either, but it is Mosaic’s belief that some may be better satisfied elsewhere and easing that transition is in the best interest of all parties involved, especially if it affects the health and safety of the provider’s employees.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11790206, 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,
John [redacted]I believe the whole name was Mitchell [redacted] to be exact if that helps you reference my phone call I was treated completely unpro and down right crude. I was told he was the manager and there was no one above him to talk with. My equipment they took from me actually worked better than the equipment they swapped out and was never not working. The problems I called about with my service continually not working until I restarted it continued still but the service technician said there was nothing else he could do. The problem started when they told me that I never purchased any equipment and that they don't sell their equipment and that it was impossible that I bought it. They told me to bring in some proof because they believed it couldn't have been purchased. I then was able to find my receipt and box for the equipment and they still wouldn't believe me until I brought it in and let them copy my receipts from my records because theirs didn't show my payment. I told them at the time of copying them that I no longer wanted service under any circumstance and paid my bill up. I was then told that my equipment was thrown out and it wasn't a even swap of equipment like I was originally told. I would like to point out that the technicians where so nice that I went to town and bought them each an apple pie.

December 2, 2016 In all Customer service situations, Mosaic Telecom works collaboratively with the Customer to resolve concerns in a timely and professional manner to ensure Customer satisfaction. Mr. Gerald [redacted] has been a frequent caller to Mosaic’s Customer Service Department, starting in...

2009. According to documentation in his account file, his complaints range from telephone features not functioning properly to technical glitches in his cable television service. Whether the source of these issues is user error or legitimate technical issues, Mr. [redacted]’s demeanor tends to be on the belligerent and abusive end of the spectrum.  He has used vulgar language, insulted the intelligence and abilities of Mosaic employees and contract workers, and made veiled threats. Throughout these interactions, Mosaic staff has worked to appease Mr. [redacted] by sending multiple staff members to his home to determine the source of the issues, providing personal cell phone numbers as a direct line of support for him, and giving him monetary credit on his bills.  Nothing Mosaic has done has satisfied Mr. [redacted].  He continues to verbally abuse and berate employees, discredits any explanation given to him, and, in our opinion, embellishes many of the service concern he presents. Seeing that Mr. [redacted] would not be satisfied with Mosaic services, Preston [redacted], Mosaic’s Chief Technical Officer, has offered to assist Mr. [redacted] in getting him set up with services from another provider.  This has been met with more abusive language. While Mosaic respects the rights of any consumer to complain about services provided and strives to work with the customer, we realize that sometimes these relationships do not work out. Mosaic Telecom feels it has done everything in its power to provide quality services and respond to all issues raised by Mr. [redacted].  Nothing we do has met with his satisfaction so we feel that, in the best interests of both parties, he consider other service providers. In order to assist his transition, we will continue to offer Mr. [redacted]’s assistance.  Thank you.Mosaic Telecom

[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.]
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. 
Regards,
[redacted]

November 4, 2016 Good afternoon, Thank you for the opportunity to respond to Mr. John [redacted] customer concern (Revdex.com ID 11790206).  You will find outlined below written verification of Mosaic Telecom's position in this matter. Mr. [redacted] had fixed wireless Internet services...

with Mosaic Telecom from April 15, 2010 through September 9, 2015.  From inception of services until the time of his final disconnection on September 9, 2015, Mr. [redacted] was frequently in delinquent, non-pay status. Mosaic was quite accommodating in reconnecting him and working with him on payment arrangements.   Per our account notes, Mr. [redacted] purchased a piece of equipment from Mosaic Telecom on March 9, 2013 that gave him access to Mosaic’s fixed wireless services, but that piece of equipment had stopped working in October 2014 after its one year warranty had expired. Mosaic replaced his equipment in October 2014 with a new piece of equipment at no charge to Mr. [redacted], but notified him the equipment was owned by Mosaic.   In October of 2015 Mr. [redacted] spoke with Mr. Ryan [redacted], Mosaic’s Residential Sales Manager and requested a credit for the equipment that had stopped working in October 2014.  Mr. [redacted] did let Mr. [redacted] know he could pick-up his old equipment, which Mr. [redacted] agreed to, however Mr. [redacted] has never picked up that equipment from us. After his final disconnection on September 9, 2015, Mr. [redacted] received nine (9) monthly statements prior to being turned over to a collection agency on July 21, 2016.  The amount turned over to collections of $670.73 is as follows: Mosaic owned equipment not returned                              $435.72                                   �...⇄ Charges for services provided & late payment fees           $235.01     TOTAL AMOUNT TURNED OVER TO COLLECTIONS            $670.73 The only documented attempts Mr. [redacted] has made regarding his account, other than the October 2015 conversation with our Residential Sales Manager as outlined above, are as follows: 1.      A note on his account from October 8, 2015 where Mr. [redacted] called to go over his services and the credits owed to him.  Please note that Mr. [redacted] did receive credit on his November 1, 2015 statement for any charges for services after the disconnect date.  2.      A phone call from Mr. [redacted]’s provided phone number of [redacted] on January 14, 2016 to our Mosaic Telecom office.  This particular call was disconnected while being transferred. Also in October 2015 In regards to Mr. [redacted]’s assertions that that he was cursed at by a manager named Mitch, while we do have a Mosaic employee with the name of Mitch (non-management), the phone call Mr. [redacted] made on October 8, 2015 was prior to Mitch’s start of employment with Mosaic (October 12, 2015) and the second phone call on January 14, 2016 was not completed.  It is also important to note that any and all phone calls taken by Mitch during this same time period would have been taken while he was in supervised training.  Additionally, our call recordings have been reviewed and none of them contain any of the language Mr. [redacted] outlines in his complaint.  Finally, we have checked with both our after-hours call support agency and our credit agency and neither have had an employee named Mitch working during the specified dates. If there is any additional documentation or information you may require on this matter, please do not hesitate to contact us.