Planet Earth Satellite

We do not have any advertising out that says "no credit check" Actually, [redacted] explained the reason why we needed the customer's social security number when he asked why he needed it [redacted] said " because we're giving you a lot of equipment and we want to make sure we're giving it to the right person" He should have used clearer language perhaps to say that we have to perform a credit check I'm confused about the customer saying he was charged $and would like a settlement of $ We never charged Mr [redacted] account anything because he did not qualify for the promotion

I do not show any calls from the phone # of *** Please let me know what phone # calls were placed from

*** ** *** *** *** account was shut off in December, but not until after the December charge already hit her account. I have since credited her account months of charges *** *** spoke to the customer and I believe she is happy now

Ms [redacted] contacted us on 5/16 with issues concerning returning her modem to centurylink. Centurylink has a policy that you can't return the modem unless it's faulty.  We were working through this when Ms. [redacted] had to go so we weren't able to help her.  She called back but Nate was...

with another customer so she left a message.  When Nate returned her call, Ms [redacted] was not available.All her charges that she is upset with have gone to other companies ($30 activation and $14.99 delivery to Centurylink, $14 cancel fee to Cox and $63.92 to pay for HBO).  I'm not sure why she has a bill for HBO since we set her up with 3 months of HBO, Showtime, Cinemax and Starz, unless she cancelled the others.  If you don't take them all then she will get charged for only taking one (I know- doesn't make sense but this is how they do it).  To help settle this matter, I am willing to help the customer out and mail her a check for $50 out of our pocket.

I listened to the call between my salesperson and Miss [redacted].  Our salesperson did explain the $49.99 set-up to Miss [redacted].  Where there may be confusion is that after running her credit. Miss [redacted] did not pass the credit check and [redacted] required a $50 deposit.  I apologize...

for any miscommunication and will refund her the $49.99 set-up fee as a measure of goodwill.Thank you![redacted]

Planet Earth is open to helping anyway possible as long as I keep the contract the way it is. That points to there being nothing for us to work with to resolve this.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
J[redacted] J[redacted]

Hayden spoke to Mrs [redacted] yesterday and I think we came to a conclusion.  I will send her a check for $75.

We do not have any advertising out that says "no credit check".  Actually, [redacted] explained the reason why we needed the customer's social security number when he asked why he needed it. [redacted] said " because we're giving you a lot of equipment and we want to make sure we're giving it to the...

right person".  He should have used clearer language perhaps to say that we have to perform a credit check.  I'm confused about the customer saying he was charged $19.99 and would like a settlement of $69.99.  We never charged Mr. [redacted] account anything because he did not qualify for the promotion.

Mr. [redacted], I listened to the call in its entirety and Amy indeed did not talk about the $49.99 set-up fee.  I apologize for any inconvenience and will issue a credit of $49.99 today.  As you may know, Amy is a new salesperson and was quite nervous on your call, as you were her first...

sale!  We are putting her through some more training to alleviate any further issues.  Thank you for bring this to our attention.

I do not accept the response from James. The information he has given is inaccurate and false. The complaint that I originally submitted is the correct and accurate account of my interactions with Planet Earth Satellite company and their representatives.As I stated previously, James did not return my phone calls.

Marie,I'm not sure how to respond to the customer.  I'm showing notes in the computer that on 8/2 we bundled her services with Frontier.  On 8/11 we scheduled a service call to swap out her receivers because they were acting up.  On 8/15 we performed said service call.  To her point though,  I am not showing any notes from James her salesperson, these are all from our service manager.  James is pretty good about customer service so I'm thinking that he was forwarding the calls to Al (our service manager) to take care of her issues.  I'm sorry, but I don't have any other notes on her account except these.Regards,Tom T[redacted]

Any help would be dependent on Ms. [redacted] keeping the system.  Would a $10 credit on her bill for $10 months make her happy?  I would be willing to do this.

I was charged 49.99 for what I.dont know and your customer service really suck

We do not have any advertising out that says "no credit check".  Actually, [redacted] explained the reason why we needed the customer's social security number when he asked why he needed it. [redacted] said " because we're giving you a lot of equipment and we want to make sure we're giving it to the...

right person".  He should have used clearer language perhaps to say that we have to perform a credit check.  I'm confused about the customer saying he was charged $19.99 and would like a settlement of $69.99.  We never charged Mr. [redacted] account anything because he did not qualify for the promotion.

Mr. [redacted],
 
I listened to the call in its entirety and Amy indeed did not talk about the $49.99 set-up fee.  I apologize for any inconvenience and will issue a credit of $49.99 today.  As you may know, Amy is a new salesperson and was quite nervous on your call, as you...

were her first sale!  We are putting her through some more training to alleviate any further issues.  Thank you for bring this to our attention.

We received Mrs [redacted]'s phone call in December and immediately attached a referral to her account.  It can take up to 30 days to receive her credits but I verified with [redacted] that she is indeed receiving her credits.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

J[redacted] J[redacted]

I listened to the call between my salesperson and Miss [redacted].  Our salesperson did explain the $49.99 set-up to Miss [redacted].  Where there may be confusion is that after running her credit. Miss [redacted] did not pass the credit check and [redacted] required a $50 deposit.  I apologize...

for any miscommunication and will refund her the $49.99 set-up fee as a measure of goodwill.Thank you![redacted]

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.  [redacted] staff failed to find the referral credit when I inquired in February, leading me to believe it was not submitted in December.

Regards,