Good afternoon, I’ve looked into this complaint.? This person is not a customer of ours;? we’ve never taken any payment from them.? Service is not available to them at this timeWhen service is available we will definitely contact them.Thank you.Sincerely, Lisa ? Lisa M [redacted] CSM ?" Director of Sales & Marketing
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] ***
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, [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 addressedThank you for your timeSincerely, Lisa
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,
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-months Their offer to "bring a bag of soil" here will NOT fill in the hundreds of feet of uneven trenching done by themRegards, [redacted]
Good afternoon, I’ve looked into this complaint.? This person is not a customer of ours;? we’ve never taken any payment from them.? Service is not available to them at this timeWhen service is available we will definitely contact them.Thank you.Sincerely, Lisa ? Lisa M [redacted] CSM ?" Director of Sales & Marketing
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] ***
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, [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 addressedThank you for your timeSincerely, Lisa
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,
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-months Their offer to "bring a bag of soil" here will NOT fill in the hundreds of feet of uneven trenching done by themRegards, [redacted]