Rise Broadband

Dear [redacted] Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe sincerely appreciate your feedback and for allowing us the opportunity to address your concerns We sincerely apologize for any possible miscommunication that may have occurredAfter reviewing the account, we are unable to ascertain whether or not the email was sent to the email we have on record for the accountHowever, judging by the wording in the complaint, we find every reason to believe you did receive itNo changes were made to the account, the price remained the same, the [redacted] gift card was never sent and the speeds were never upgradedAs such, we have determined that the Early Termination Fee is not valid for this account and therefore will be waivedA credit in the amount of $has been applied to the account today, May 31, We regret that this error was made and we apologize for any inconvenience this matter has brought youThank you for having been a Rise Broadband customer [redacted]

Final Consumer Response / [redacted] (2000, 7, 2015/09/24) */ Please cancelResolved

Dear [redacted] * [redacted] Thank you for contacting us through the Revdex.com so that we may address the issue of potential damages and our Early Termination Fee We have a damage report from the damage done at your property on October 17, In the report from the Area Field Supervisor, he indicates that our technician damaged some PVC pipe and temporarily fixed it using tapeIn this report he indicated that the cost to repair the damage would be between $and $We sincerely apologize for the damages to your home We recognize that there have been concerns with the service you have been receivingWe apologize for any frustration this has causedWe value you as a Rise Broadband customer and wish to honor your request to cancel the account without penaltyPlease call us at 844-411-and speak to one of our customer care professionals so that they may close the account and arrange a time for our technicians to come and remove the equipment from the homeThank you for being a valued Rise Broadband customer Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] In our previous conversation we laid out exactly what your options are as far as continuing with a year contract or going to a month to month billingWe included pricing for the options, we provided detail on how long the contract would lastWe provided screen shots of both pricing options We provided a screen shot of the attempted times we tried without success to email youWe provided copies of your statement while you were on the promotional price planAs that has expired, we further provided a screen shot of a current bill, with the pricing to match the year contract planWe explained that our contracts are verbal, and we do not have a signed contract from you and for this reason we extended the offer that if you do not wish to be on a year contract, we will waive the $Early Termination FeeThe desired settlement that was requested in your original Revdex.com complaint states: I would prefer to go back to plan they promised us at installation and I would like info or copy of what OUR specific contract is for-i.e.-I would like to see something from them in writing when things change and how long they will changeI no longer want verbal info, since our first verbal info is not being honored We have provided for you, in writing, details on each plan and the associated billingIn addition, we have cut the price of the managed router from $per month to $per month We will need to get an update email, so that we can inform you of any changes to the accountWe also send letters by postal mail when such changes are implemented As previously stated, you can find more detailed information on our website, where you can read the terms and conditionsPlease feel free to read them here: http://risebroadband.com/legal/broadband-internet-terms-and-conditions-of-servic...⇄ We have disclosed all the information you have asked for We are trying to accommodate your request and would love for you to continue to be a Rise Broadband customer At this point the decision is yours in regards to maintaining the two year contract or going to a month to month planWe will need to know if you would like to go to a month to month plan or stay with the lower priced year contract, with all the terms and conditions, including a $early termination feePlease call 844-411-within days and let us know your decisionAfter that time, we will assume you have chosen to stay with the year agreement, the plan you are currently onThank you very much, Rise Broadband, Corporate Escalations

Dear *** [redacted] ,I am responding to your concern regarding your service levels namely slow speedsWe have not had any calls from you since 5/21/about your service.We really want to help you on addressing the slow speedsHowever, we need to have you call our office at ###-###-#### so you can confer with our Tech Support TeamOur Tech Support representative can work with you, engage with troubleshooting and if necessary schedule a site visitThis is really the only way for us to address your concerns.We apologize for any inconvenience.Kind Regards, [redacted] Escalations RepresentativeRise Broadband

Complaint: [redacted] I am rejecting this response because: they apparently plan to continue to defraud their customers by adding unauthorized charges without the customer's knowledge Sincerely, [redacted]

Dear [redacted] We sincerely appreciate you taking the time to bring your concerns to our attention via the Revdex.com; in regard to your account with Rise BroadbandAfter a detailed analysis of the account, we would like to share the following: In August 2016, when service was installed, the original plan was for a “Residential 20MB-Year” plan, with free installation ($for non-contracted customers)This was for a promotional rate of $per month, plus taxes and fees (a $discount)We underwent a companywide price increase of $in October, 2016, bringing the rate to $Rise Broadband does impose a late fee of $in the event the account becomes past dueIf the account is delinquent over days, it is also subject to a $reconnect fee as is reflected on the monthly billing statement, as well as within our terms and conditions which can be found at risebroadband.com At this time the account remains open, with a balance of $To prevent further charges, if you wish to close the account, please call [redacted] and speak to our Customer Care team Thank you for being a valued Rise Broadband customer Thank you, [redacted]

Dear Mr, [redacted] , Thank you for your inquiry regarding your service termination and billing concerns We have done research regarding your service termination date We are please to share that adjustments have been made to reflect your termination date to 1/21/ Our team is in the process of scheduling for equipment recovery from your residence Once we have retrieved the equipment, a refund check will be mailed to youPlease expect to receive this check in to weeks We do thank you for your businessAgain we apologize for any inconveniences due to the concerns brought to our attention Kind Regards, ***, Escalations Specialist Rise Broadband

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns [redacted] ***, the local Post Master in Paradise, Texas (940-969-3151) they do not have all the information for the tax exemption needed for this addressThe Wise County District Appeals pdf that was issued to Rise Broadband was not certified and does not specifically state that the address at County Road Paradise Texas is tax exemptWe will be happy to stop charging tax and refund any monies that have been previously paid once we receive the proper documentation stating the location is tax exemptWe will need a certified letter from either the Post Master or Wise County, stating clearly that this location is tax exemptThis documentation can be sent to Rise Broadband at SW 14th Street, Loveland, Colorado Below, please see an excerpt from our terms and conditions at RiseBroadban.com: Taxes: Service rates and charges are exclusive of all taxes, fees, tax-related surcharges and tax-like surcharges, including, but not limited to, the Subscriber Line Charge and those charges set forth in Section Customer shall be responsible for, and must pay, all taxes, including, without limitation, sales, use, excise, gross receipts, value added, access, bypass, franchise, telecommunications, consumption and other taxes, fees, duties, charges or surcharges, however designated, and imposed directly on the Company based on the provision, sale or use of ServiceIf Customer believes it, or the Services it receives and uses, are exempt from any tax, Customer will provide Company with a properly executed exemption certificate in a form acceptable to the Company that evidences the exemption claimedIn no event will Customer be responsible for any income taxes levied on Company or any underlying carrier’s net incomeCustomer’s obligation to pay applicable taxes (and all other charges due and owing for Service) shall survive the expiration of the Agreement Again, thank you for submitting your concerns to us via the Revdex.com and thank you for being a valued Rise Broadband customerWe look forward to resolving this tax issue promptlyThank you, [redacted] Rise Broadband Executive Services

Complaint: [redacted] I am rejecting this response because: I do not believe they made good on their efforts, I believe they provided poor customer service, I believe they misinformed me of my options, and I am terribly unsatisfied with the company as a whole I will consider this closed if they are unwilling to do the right thing, and ensure that I warn all consumers in my area about the issues I experienced I don't think there is much more to discuss Sincerely, [redacted]

Dear *** *** July 15, Thank you for contacting us with your concerns about your refundWe appreciate hearing from our customers and hope to answer your questions on this matterWe have made several attempts to pick up our equipment Each time we were unsuccessful in that as there was no one home, and also because of a locked gate and dogs in the yard Our records indicate that we have never received the managed routerIf you took the managed router with you when you moved, we will need to have that returnedYou can print out the shipping label at http://risebroadband.com/support/Once we have received the router, we will be happy to refund the credit of $I will try to get the other equipment taken care ofUpon receipt of that, it should take about weeks to get a check out to you The account reflects that the $discount for three months was applied for two months ($20.00)We do not give discounts on services not providedThe account was cancelled before the last $credit would have been appliedThank you for reaching out to us about this matterWe look forward to seeing that router returned so that we may process payment for you in a timely mannerThank you very much, Rise Broadband, Corporate Escalations

Complaint: [redacted] I am rejecting this response because: [redacted] ,You literally just wrote that you have the info I am requestingI asked Rise for a list of the IP addresses and equipment list accessing my serviceIn your response, you admitted to HAVING THIS INFOPlease supply me with this list and I will consider this matter resolved Sincerely, [redacted]

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe sincerely appreciate the opportunity to address your concernsAfter thoroughly reviewing the account we are able to share the following with you: Originally the account was on a month to month 10mb planOn July 5, 2016, a call was placed into our contact center in which a request was made to convert to a year contract, to increase speeds and raise the data limit on the account We were able to increase your speeds from 10mb to 15mb for the contracted price increase of approximately $more per monthThis also increased your data allowance from GB to GB per monthAt this time, PC Care was also removed from the accountWhile reviewing the account, we noted that you had not been credited for all charges related to PC CareToday an additional credit has been placed on the account in the amount of $This, in addition to the $that was credited on July 5, 2016, fully refunds you for any and all charges related to PC CareAll correspondence from Rise Broadband have been sent to the email we have on record, which is [redacted] The 2-year contracted agreement is confirmed in several formsAlong with the initial verbal agreement that was made with our Call Center Representative, the field technician was required to capture a signature of approval after the successful installationThe service(s) you are paying for is also indicated on your billing statement each monthExcerpts have been included to show exactly where this information can be locatedYou may also view the company’s Terms and Conditions which are available for public view online at www.risebroadband.comThese terms state the validity of the ETF for ending a contract after the initial 30-day trial period, but before the full Term has been completedAfter a thorough review of the account, we have found that the ETF is valid and will not be waivedAfter the credit was applied today, the current balance on the account is $Thank you once again for bringing your concerns to our attentionThank you for having been a long time, valued Rise Broadband customerThank you, [redacted] Rise Broadband, Executive Services

Complaint: [redacted] I am rejecting this response because:It does not resolve the issue in any way I do not want to be 'opted in' to anything without my express approval Their campaign is a good way to get consumers to start paying for something that they did not ask for and do not want, as we all know that people do not always read their mail or email It is ok to provide a free trial period, but no one should be charged for something without their express consent In addition, this is only the first campaign, and the business stated to me that there will be more aservices that they will automatically opt me in on, and I will have to carefully watch my mail and email to make sure I don't get charged for anything that I don't want This is simply unacceptable Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***#### Listen......autopay.....that comes out of MY BANK!.......THAT IS A CREDIT CARDI do not pay two months at a timeI pay one a month! I do not have control over auto pay that is on your end! How if I am paying once a month that you are pulling out months at a time??????

Dear Mr. ***, We thank you for sharing your unlimited plan concern with us. Your concern has been noted. We apologize for information not being fully shared.Unfortunately, we don't have any residential plans available that offer unlimited data. We are not able to reverse to a discontinued plan... within our system. We understand that you are seeking to be released from your 2 year plan. We are willing to release you from your 2 year plan to a month to month plan. However, releasing you from a 2 year plan will result in reduction of your data limits. A 2 year plan offers a 300 GB where as a month to month planoffers a 200GB, a 100 GB reduction. No changes will be made until we hear from you regarding your preferences. You are most welcome to login to your account at Risebroadband.com to view and monitor your data usage. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention. Kind Regards, ***, Escalations Specialist Rise Broadband

Initial Business Response / [redacted] (1000, 7, 2015/10/09) */ Date 10/9/2015 Dear [redacted] , Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We have taking every action possible to make sure that this problem has been rectified and... that we are able to provide the best solution possible to your inconveniences. It is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customers. We show that a refund check in the amount of $42.26 was sent out to on 09/10/2015. We only have a record of you calling on 07/21/2015 concerning your services. Please accept our sincerest apology for any trouble this may have caused you. We highly appreciate your feedback, as it will assist us in becoming better at what we do. We hope for the opportunity to serve you better in the future, and we thank you for your continued support. Thank you, [redacted] Customer Care Supervisor Rise Broadband High Speed Internet www.risebroadband.com XXX-XXX-RISE Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) No refund was ever sent to me. Please advise me of the check number that you claim to have sent Final Consumer Response / [redacted] (3000, 15, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The router they brought was defective, and I had to go out and purchase my own in order to get the service to work. They took the defective router with them the day that they installed service. In addition too that they are reporting that I owe $155 to them on my credit report which is damaging my credit. There is no balance due to them or they would not have continued my service. Final Business Response / [redacted] (4000, 23, 2015/12/02) */ Hello ***, The amount of $42.26 was sent out on 11/06/2015. If you have not received your check please call XXX-XXX-RISE. Thank you

Dear [redacted] ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to address your concernsAfter having the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customers, we sincerely regret that this has not been consistent in your experience when speaking with any representative within our call center regarding the referral creditAdditionally, we apologize for the miscommunication, and any delay that there may have been in receiving the promised Referral credit to your accountWe have applied the $credit to the account ( [redacted] ), it should post to the account in approximately 24-hoursWe sincerely hope that this response provides clarification regarding your concerns, and that you are pleased with the actions that we have taken to rectify the situationThank you for being a valued Rise Broadband customer Best Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** [redacted] , August 9, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your inquiry We have had the opportunity to investigate and would like to share the following: In reaching out to our Area Network Supervisor, we have been advised of an area network issue (please reference case [redacted] )While our Engineering Team is presently striving to determine an efficient solution to these concerns, we do not as of yet have a specific time frameWe sincerely apologize for any inconvenience this situation has causedIn light of the concerns, we have placed a credit on the account of $ 49.35, which is the equivalent of one month of internet serviceIn addition, we have provided a three month temporary service discount for an additional credit of $ We would like to extend our genuine apology for any misinformation or unhelpful conduct you have encountered in the past with any of our staff membersWe strive to provide an effective and positive customer service experience within each and every customer contactWe regret that this has not been your past experience Thank you once again for bringing your concerns to our attentionWe sincerely hope that this information helps to provide further clarification regarding your concernsWe appreciate your patience as we work through our Area Network concerns and strive toward a resolutionThank you for being a valued Rise Broadband customerThank you, [redacted]

Dear Mr [redacted] , We appreciate the time you have taken to bring forward your concerns regarding your former service with Rise BroadbandWe also appreciate you for your time to visit and discuss your concerns over the phoneWe have performed further research regarding your account with reviewing the history of your service tickets in conjunction with reported service concerns We are pleased to share that Rise Broadband will refund the early termination fee (ETF) through a credit to your account Again, we would like to thank you for your business as a former Rise Broadband customerWe wish you well and extend our upmost respect and gratitude for your military service Kind Regards, ***, Escalations Specialist Rise Broadband