Redzone Wireless, LLC

Client Invoice History:payment due date 9// client paid $/ Invoice # ***payment due date 10// client paid $/ Invoice # ***payment due date 11// [redacted] Redzone did not issue a $bill (invoice) for November, due to known service issuespayment due date 12// Invoice # [redacted] Redzone Refunded to client, $refund check was sentpayment due date 1// Invoice # [redacted] Redzone cancelled / never charged, $50.001/18/client called in to close her account and proper action was taken at her request We're disappointed and will address the breakdown in communication based on her detailed call record and lack of follw/our team At our last service call with a tenured Field Technician ( [redacted] / GWI) he/we made client aware of what is causing issues and what she can do about it Client called into 3rd party support (***) on 12/at approx 1.57pm EST and stated "she was calling to check status of open support ticket and was talking about switching providers".At this time, the client was refunded $via check, and two months (Nov and Jan) we did not charge the client a bill (we either didn't issue a bill or refunded a bill we sent) In the past months, the client paid months for a total of $and the other months were credited, not issued or refunded totaling $150.00.After additional follow-up, Redzone has no record of ever receiving a Certified Letter from this client

Redzone Wireless is an Internet Service Provider in Maine that is growing and offers Wireless Internet Service in many Maine markets Redzone does not enter clients into contracts and does not charge in the event that we cannot provide service at a service address Redzone does everything it can to provide the strongest connection possible from the service address to our Access Point (tower) In the event we cannot deliver wireless internet we refund clients accordingly.Mr ***'s service was installed (therefore charged) and he experienced slow speeds and disconnect issues.When visiting our website, www.redzonewireless.com we allow people to enter their address and we let them know if serviceable (if so they can sign up or call) Many factors go into this and its not an exact science based on natural or human barriers that could obstruct the connect from the address to our Access Point (where our tower delivers service).In this complaint, Mr [redacted] continued to comment on his address being "serviceable" and thinking we were lying or misleading The Redzone team did everything we could to optimize his wireless internet connection from his service address to our Access Point/tower in Westbrook, Maine (and we checked to see if other Redzone Access Points/towers could help him)Unfortunately, after exhausting all efforts at Redzone we let him know that we cannot provide the connection or speeds desired (in his case "advertised")Also, during this time, Redzone experienced critical damage to our equipment in Westbrook and this caused issues with all clients dependent on the Westbrook Access Point/Tower and we informed them all of the issue and that Redzone would be providing credits to all impacted clients for the inconvenience.Prior to this formal complaint, Mr [redacted] has been refuned 100% of his entire Redzone experience, please find attached two PDF'stitled ***.ticketstitled ***.email chain.9.2016The value of these documents shows not only the support from Redzone to our client by date/time stamp in order, but also his choice of language and disrespect to company employees and the company in general.Mr [redacted] was advised multiple times that 100% of his experience could be refunded and he was not in a contract with Redzone - he was free to find adequate internet service that would satisfy his needs (all consumers are different based on what their internet usage needs are).Mr [redacted] also advised he was not informed his service would be terminated and the email file shows that Redzone Vice President, [redacted] clearly informed him that his service would be terminated and allowed the client to have service an additional month in a goodwill gesture to help him find adequate internet Mr [redacted] suggesting he had no idea is troubling.You'll also note in many of the ticket replies (see file Tickets) that Mr [redacted] stated he'd be closing his account and [redacted] (Director, Network Operations) said he'd personally come over and collect equipment.Redzone has provided 100% refund of all costs associated w/Mr [redacted] signing up for Service with Redzone and he was free to find another provider at any time Redzone does not feel it needs to pay anything additional beyond 100% of his Redzone experience

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I paid $for the invoice due 10/This invoice covers service from 10/17-11/I had no service or it was extremely slow, taking minutes to down load emails, from that date forwardI did not receive an invoice for Novwas covered 11/17-12/I had no service during that time Regards, [redacted] ***

I wish to make an addendum to my complaintRedzone Wireless is now terminating my service, terrible as it was, with approximately hours notificationThey claim I was notified of this date (8/31/16). That is a bold faced lie.However, since they didn't provide me usable service fur for of
the five months I was their customer, I now want a full refund of the remaining $($activation fee plus $fur August) I've attorney asked them to reimburse me the monies their lack of service cost me for other services I paid for but cities not useMy *** subscription of $fur five months and three months where I had to pay for an additional month of cell phone data plan two weeks early for three months running, or an additional $120.That's a total of $I seek in reimbursement. I've notified them off this via emailAnd that I wewill file a small claims court proceeding on that amount on b 9/1/16 if they sunny advise me of a refund in that another by close of business on 8/31/16.Sincerely,*** ***
***

This is a continuation of a rejection of a response I received regarding my complaint to Redzone Wireless Inc ID [redacted]. I was not finished with my response and the letter got sent. Here is the rest of my response. The invoice due 11/17/16 was for the period covering 11/17/16 to 12/16 16. I was...

not billed for that and I had no service for that time. I was billed and paid on 12/16/16 which covered the period 12/16/16 to Jan 16/16. I had no service during that time. I canceled my service in person with [redacted] on Dec 27 or Jan 3. I received an invoice for the Jan-Feb time frame and called them to cancel. In summary I paid $50.00 for Oct-Nov but had no service. I paid $50.00 for Dec to Jan but had no service and this was refunded to me. I feel I am still owed $50.00 for the no service from Oct. to Nov. In the last five months I had service for one month, the Sept- Oct service period and paid $100.00. I sent a certified return receipt letter om Dec 30th 2016 and it was picked up by [redacted] who signed for it.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
I paid $50.00 for the invoice due 10/17. This invoice covers service from 10/17-11/17. I had no service  or it was extremely slow, taking 30 minutes to down load  10 emails, from that date forward. I did not receive an invoice for Nov. was covered 11/17-12/16. I had no service during that time
Regards,
[redacted]

We will issue a check for $50.00 and mail it to the client's address.  We do not feel the request for $100.00 is reasonable based on payments/credits applied with respect to the timeline.

Client Invoice History:payment due date 9/17 / client paid $50.00 / Invoice # [redacted]payment due date 10/17 / client paid $50.00 / Invoice # [redacted]payment due date 11/17 / * Redzone did not issue a $50.00 bill (invoice) for November, due to known service issuespayment due date 12/17 / Invoice # [redacted] Redzone Refunded to client, $50.00 refund check was sentpayment due date 1/17 / Invoice # [redacted] Redzone cancelled / never charged, $50.001/18/17 client called in to close her account and proper action was taken at her request.  We're disappointed and will address the breakdown in communication based on her detailed call record and lack of follow-up w/our team.  At our last service call with a tenured Field Technician ([redacted] / GWI) he/we made client aware of what is causing issues and what she can do about it.  Client called into 3rd party support ([redacted]) on 12/22 at approx 1.57pm EST and stated "she was calling to check status of open support ticket and was talking about switching providers".At this time, the client was refunded $50.00 via check, and two months (Nov and Jan) we did not charge the client a bill (we either didn't issue a bill or refunded a bill we sent).  In the past 5 months, the client paid 2 months for a total of $100.00 and the other 3 months were credited, not issued or refunded totaling $150.00.After additional follow-up, Redzone has no record of ever receiving a Certified Letter from this client.

Redzone Wireless is an Internet Service Provider in Maine that is growing and offers Wireless Internet Service in many Maine markets.  Redzone does not enter clients into contracts and does not charge in the event that we cannot provide service at a service address.  Redzone does everything it can to provide the strongest connection possible from the service address to our Access Point (tower).  In the event we cannot deliver wireless internet we refund clients accordingly.Mr [redacted]'s service was installed (therefore charged) and he experienced slow speeds and disconnect issues.When visiting our website, www.redzonewireless.com we allow people to enter their address and we let them know if serviceable (if so they can sign up or call).  Many factors go into this and its not an exact science based on natural or human barriers that could obstruct the connect from the address to our Access Point (where our tower delivers service).In this complaint, Mr [redacted] continued to comment on his address being "serviceable" and thinking we were lying or misleading.  The Redzone team did everything we could to optimize his wireless internet connection from his service address to our Access Point/tower in Westbrook, Maine (and we checked to see if other Redzone Access Points/towers could help him). Unfortunately, after exhausting all efforts at Redzone we let him know that we cannot provide the connection or speeds desired (in his case "advertised"). Also, during this time, Redzone experienced critical damage to our equipment in Westbrook and this caused issues with all clients dependent on the Westbrook Access Point/Tower and we informed them all of the issue and that Redzone would be providing credits to all impacted clients for the inconvenience.Prior to this formal complaint, Mr [redacted] has been refuned 100% of his entire Redzone experience, please find attached two PDF's1 titled [redacted].tickets.9.20162 titled [redacted].email chain.9.2016The value of these documents shows not only the support from Redzone to our client by date/time stamp in order, but also his choice of language and disrespect to company employees and the company in general.Mr [redacted] was advised multiple times that 100% of his experience could be refunded and he was not in a contract with Redzone - he was free to find adequate internet service that would satisfy his needs (all consumers are different based on what their internet usage needs are).Mr [redacted] also advised he was not informed his service would be terminated and the email file shows that Redzone Vice President, [redacted] clearly informed him that his service would be terminated and allowed the client to have service an additional month in a goodwill gesture to help him find adequate internet.  Mr [redacted] suggesting he had no idea is troubling.You'll also note in many of the ticket replies (see file 1 Tickets) that Mr [redacted] stated he'd be closing his account and [redacted] (Director, Network Operations) said he'd personally come over and collect equipment.Redzone has provided 100% refund of all costs associated w/Mr [redacted] signing up for Service with Redzone and he was free to find another provider at any time.  Redzone does not feel it needs to pay anything additional beyond 100% of his Redzone experience.