From: Cathy J[redacted] <cj[redacted]@newwavecom.com> Sent: Thursday, April 6, 2017 2:16 PM To: info Cc: Mark W[redacted] Subject: response to complaint #[redacted] This is a response to complaint #[redacted] made on 3/23/17. NewWave went to this customers home to install services....
While there, our technician damaged the skirting under the home while doing the install. The damaged area was 10 ft in width. This damage was turned into our General Manager in the area. We came out to assess the situation. We did conclude that our technician had indeed damaged the skirting. We estimated damages and offered 310.00 to repair the skirting. This offer has been given to the customer in this complaint. I’ve included the screen shots from the technician and the customer while they discussed the damage. The customer is in the yellow. At this time, we feel that we have offered a fair resolution to this situation. We pride ourselves on being a local company, employing local talent, working with local businesses and agencies and staying involved in community work. We trust this response is sufficient, but are willing to provide more documentation if needed for your end. Thank you in advance. Sincerely, Cathy J[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
Michael L[redacted]
I have made multiple calls to [redacted] and left voice mails with my direct line for her to call me back. I have asked her to leave me a voice mail with a good time to call her if she called when I was unavailable. I have not received a call back from Michelle as of...
this date. In response to her complaint, she needs to return equipment that belongs to Newwave Communications and that would leave her a balance of $134.91. I will explain this to her if she would call me back. I am unsure at this point how to resolve this complaint without her return call. Sincerely, Monique [redacted] Customer Care Manager Newwave Communications 217-267-2741
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have received a total of 3 messages since December from Monique. I have returned her call every time, however, from December to February I dealt with JULIE who she told me she was the local specialist. I have been told in the past by customer service to call Monique as she is in the local Westville, Illinois office...but she is never there. I have my phone records, Monique called me Wednesday and I returned her call at 12:46pm YESTERDAY. Her voicemail to me asked me to return her call stating that she is travelling and she would be difficult to get a hold of but to leave her a message at the local phone number 267-2741. She said that she had received notice that I had filed a complaint about my bill with Revdex.com and she was unsure as to why I was confused. She said that I needed to leave in the message when was a good time to call me back. On the voicemail to her, I explained AGAIN (for the 100th time since December) that I work 2 jobs....from 6am to 2:30pm then another from 3:30pm to 12:00am midnight. I leave home at 5:30am and I get home at 12:30am Monday through Saturday. From approximately 2:50pm to 3:20pm I am eating lunch and driving from job #1 to job#2 otherwise my "free" time was after midnight or on Sundays. I am not allowed access to my phone at either job, however when I take random/unscheduled breaks I can check my phone. This is the same thing that has been going on since December. I work shipping/receiving for one of my jobs, if they would send me a call tag for UPS, Fedex or USPS then I can return the equipment....I am not paying to have it shipped. I dont appreciate Monique lying about calling me and leaving me numerous messages.
Regards,
[redacted]
From: Cathy J[redacted] <cj[redacted]@newwavecom.com> Sent: Thursday, April 6, 2017 2:16 PM To: info Cc: Mark W[redacted] Subject: response to complaint #[redacted] This is a response to complaint #[redacted] made on 3/23/17. NewWave went to this customers home to install services....
While there, our technician damaged the skirting under the home while doing the install. The damaged area was 10 ft in width. This damage was turned into our General Manager in the area. We came out to assess the situation. We did conclude that our technician had indeed damaged the skirting. We estimated damages and offered 310.00 to repair the skirting. This offer has been given to the customer in this complaint. I’ve included the screen shots from the technician and the customer while they discussed the damage. The customer is in the yellow. At this time, we feel that we have offered a fair resolution to this situation. We pride ourselves on being a local company, employing local talent, working with local businesses and agencies and staying involved in community work. We trust this response is sufficient, but are willing to provide more documentation if needed for your end. Thank you in advance. Sincerely, Cathy J[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
Michael L[redacted]
I was given 5 days extension from yesterday got up and everything was disconnected this morning so had to call them back for them to hook it back up
I have made multiple calls to [redacted] and left voice mails with my direct line for her to call me back. I have asked her to leave me a voice mail with a good time to call her if she called when I was unavailable. I have not received a call back from Michelle as of...
this date. In response to her complaint, she needs to return equipment that belongs to Newwave Communications and that would leave her a balance of $134.91. I will explain this to her if she would call me back. I am unsure at this point how to resolve this complaint without her return call. Sincerely, Monique [redacted] Customer Care Manager Newwave Communications 217-267-2741
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have received a total of 3 messages since December from Monique. I have returned her call every time, however, from December to February I dealt with JULIE who she told me she was the local specialist. I have been told in the past by customer service to call Monique as she is in the local Westville, Illinois office...but she is never there. I have my phone records, Monique called me Wednesday and I returned her call at 12:46pm YESTERDAY. Her voicemail to me asked me to return her call stating that she is travelling and she would be difficult to get a hold of but to leave her a message at the local phone number 267-2741. She said that she had received notice that I had filed a complaint about my bill with Revdex.com and she was unsure as to why I was confused. She said that I needed to leave in the message when was a good time to call me back. On the voicemail to her, I explained AGAIN (for the 100th time since December) that I work 2 jobs....from 6am to 2:30pm then another from 3:30pm to 12:00am midnight. I leave home at 5:30am and I get home at 12:30am Monday through Saturday. From approximately 2:50pm to 3:20pm I am eating lunch and driving from job #1 to job#2 otherwise my "free" time was after midnight or on Sundays. I am not allowed access to my phone at either job, however when I take random/unscheduled breaks I can check my phone. This is the same thing that has been going on since December. I work shipping/receiving for one of my jobs, if they would send me a call tag for UPS, Fedex or USPS then I can return the equipment....I am not paying to have it shipped. I dont appreciate Monique lying about calling me and leaving me numerous messages.
Regards,
[redacted]