New Visions Communications Inc

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.The tone of their response seems to indicate that they have done everything in their power to properly install their cable and seems to put the responsibility of finishing their work on my shoulders. To date, since my first complaint, I have not seen or talked to any technician at my home. Many calls and emails have gone unanswered. I paid them to install their cable underground to my home. The trench work done was shoddy and never completed. I have called and emailed them numerous times to try to get them to properly finish the trenching work but they have not been able to do the work over the past 6-months. Their offer to "bring a bag of soil" here will NOT fill in the hundreds of feet of uneven trenching done by themRegards, *** ***

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
Regards, *** ***

We received a call from the party mentioned, interested in obtaining our high-speed internet serviceHis current power and cabling is run underground to his houseWe advised the customer they had an option to bury the cable themselves, or we could install if they preferred for per foot
anything over 200ft; as a courtesy, we provide the 1st ftat no costWe advised him we are in the internet business but would do the trenching and burial beyond the 200ft, at our cost to help the customer because it would cost him much more to have a contractor do the workThe trenching alongside his driveway was all rockWe buried the cable the best we could.My records indicate on 5/he called to say he had our service, and asked when would we come out to do the trenching to bury his lineSince then, we did bury his cableHe did contact us July 20th to advise he wanted to know when the trench work would be completedIt was already completedOur customer service agent, Rhonda, advised the customer she would send the techs on Friday to look to see why he said it wasn’t completedShe communicated with him, and told him Friday was not good, and apologized and said she would call him back as soon as she heard from the technicianUpon hearing from the technicians, they said they noticed a few small indents of roughly 2-inches, but based on the appearance of the entire yard, didn’t think that area mattered.As a courtesy, we will bring a bag of soil and hit the spots that are visibleAgain, he understood we were doing this to help him, and we are not a landscaping company, or a company that charges astronomical rates to provide a lawn better than when the job began.Thank you for your time.Sincerely,

While I am not a current paying customer, I am trying to become one months ago (after a year of being jerked around), New Visions finally dug the line for cable from my house to the road and buried the line I now have about feet of cable laying in my landscaping at the bottom of my driveway I was told that I would be liable for any damages to this cable (initially when they skipped our house and dug both neighbors, they offered to just lay feet of cable across my grass until they could come back to dig or install) If I am liable for damages to product that they placed on my property, then I would consider myself a customerTo say that I don't pay them for anything so its not their problem is ridiculous to meI am trying to be a paying customer and this is the way I'm treated I just don't understand how they don't have any idea when they can finish the last yards on my road And even if they don't have any idea what they are doing, they should entertain any calls I make to ask if there is any progress. I was told point blank by New Visions that the person in charge of this "build out" is no longer speaking to anyone on my road and if I wanted to know the latest, then I should talk to my neighbors as they had just called to complain also That is some of the worst customer service I am trying to pay them for service and they don't want to be bothered when I call to ask the latest update on progress of installation I don't think that calling once a month to find out what is going on with the spool of cable in my yard is too much to ask

While I am not a current paying customer, I am trying to become one months ago (after a year of being jerked around), New Visions finally dug the line for cable from my house to the road and buried the line I now have about feet of cable laying in my landscaping at the bottom of my driveway I was told that I would be liable for any damages to this cable (initially when they skipped our house and dug both neighbors, they offered to just lay feet of cable across my grass until they could come back to dig or install) If I am liable for damages to product that they placed on my property, then I would consider myself a customerTo say that I don't pay them for anything so its not their problem is ridiculous to meI am trying to be a paying customer and this is the way I'm treated I just don't understand how they don't have any idea when they can finish the last yards on my road And even if they don't have any idea what they are doing, they should entertain any calls I make to ask if there is any progress. I was told point blank by New Visions that the person in charge of this "build out" is no longer speaking to anyone on my road and if I wanted to know the latest, then I should talk to my neighbors as they had just called to complain also That is some of the worst customer service I am trying to pay them for service and they don't want to be bothered when I call to ask the latest update on progress of installation I don't think that calling once a month to find out what is going on with the spool of cable in my yard is too much to ask

Hello, *** *** * *** In response to the customers response.. We acknowledged originally his concerns and had already sent someone out to assess. We scheduled our workers to return with soil, but it snowed right after my email/letter to you. We have him scheduled tentatively, “weather permitting” for the week December 5th. If we have additional snow, this will have to wait until the snow melts. Again, so the customer understands….this is being addressedThank you for your timeSincerely, Lisa

Again, let me state, service is not available to this residence; has not been available over the past year and still is not available. They have not been "jerked around", no service is available we've been telling them. Once service is available they can become a customer of ours. There was talk about this person running a burial cable from their house to the road to avoid an expense. Perhaps, one of our contractors mistakenly ran the cable at the end of their driveway; this residence was never charged by New Visions. We can remove this cable if they would like us to, or they can leave it for when service is available to them, we are not concerned with this cable being damaged. Since service is not available to this homeowner they have paid us no monies. They are not a customer. Again, we will contact this homeowner when services become available to their home. Thank you

Again, let me state, service is not? available to this residence; has not been available? over the past year and still is not available.? They have not been "jerked around", no service is available we've been telling them.? Once service is available they can become a customer of ours.? ? There was talk about this person running a burial cable from their house to the road to avoid an expense.? ? Perhaps, one of our? contractors? mistakenly ran the cable at the end of their driveway; this residence was never charged by? New Visions.? ? We can remove this cable if they would like us to, or they can leave it for when service is available to them, we are not concerned with this cable being damaged.? Since service is not available to this homeowner they have paid us no monies.? They are? not a customer.? ? ? Again, we will contact this homeowner when? services become? available to their home.? Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The tone of their response seems to indicate that they have done everything in their power to properly install their cable and seems to put the responsibility of finishing their work on my shoulders.  To date, since my first complaint, I have not seen or talked to any technician at my home.  Many calls and emails have gone unanswered.  I paid them to install their cable underground to my home.  The trench work done was shoddy and never completed.  I have called and emailed them numerous times to try to get them to properly finish the trenching work but they have not been able to do the work over the past 6-8 months.  Their offer to "bring a bag of soil" here will NOT fill in the hundreds of feet of uneven trenching done by them. Regards, [redacted]

We received a call from the party mentioned, interested in obtaining our high-speed internet service. His current power and cabling is run underground to his house. We advised the customer they had an option to bury the cable themselves, or we could install if they preferred for 1.00 per foot...

anything over 200ft; as a courtesy, we provide the 1st 200 ft. at no cost. We advised him we are in the internet business but would do the trenching and burial beyond the 200ft, at our cost to help the customer because it would cost him much more to have a contractor do the work. The trenching alongside his driveway was all rock. We buried the cable the best we could.My records indicate on 5/23 he called to say he had our service, and asked when would we come out to do the trenching to bury his line. Since then, we did bury his cable. He did contact us July 20th to advise he wanted to know when the trench work would be completed. It was already completed. Our customer service agent, Rhonda, advised the customer she would send the techs on Friday to look to see why he said it wasn’t completed. She communicated with him, and told him Friday was not good, and apologized and said she would call him back as soon as she heard from the technician. Upon hearing from the technicians, they said they noticed a few small indents of roughly 2-2.5 inches, but based on the appearance of the entire yard, didn’t think that area mattered.As a courtesy, we will bring a bag of soil and hit the spots that are visible. Again, he understood we were doing this to help him, and we are not a landscaping company, or a company that charges astronomical rates to provide a lawn better than when the job began.Thank you for your time.Sincerely,

Hello, [redacted]  In response to the customers response..  We acknowledged originally his concerns and had already sent someone out to assess.  We scheduled our workers to return with soil, but it snowed right after my email/letter to you.  We have him scheduled tentatively, “weather permitting” for the week December 5th.  If we have additional snow, this will have to wait until the snow melts.  Again, so the customer understands….this is being addressed. Thank you for your time. Sincerely, Lisa

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