Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Our records show that $10.64 was refunded to your account after the removal and backdate of our PC Care services. These services were offered as a two-month free trial, which was communicated via physical mail, email, and on customer statements. All customers have the option to opt-out of these services, and, in the event the trial ended without being cancelled, there would be a reoccurring $8.99 monthly charge. The aforementioned refund was put towards the outstanding balance on the account, which is currently $241.47. The verbal two-year agreement was entered upon installation on 10/13/2015. Due to this agreement, the installation fee of $99.95 was waived. At no point was the account on a month-to-month agreement with us, and we apologize if this was not properly communicated. While we will be unable to provide you with the requested sales call, the two-year contract is communicated on all of your customer statements, which are visible at any time at www.risebroadband.com via the Billing Portal. We have included a screenshot of your latest statement as an example. Per our Terms and Conditions, any two-year agreements canceled prematurely will result in an early termination fee of $250 or the remaining cost of the contract, whichever is less. Unfortunately, this fee is ineligible to be waived and will not be removed from the account. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

[redacted], We would like to thank you for your feedback and apologize for the inconvenience we have caused you. After reviewing our account, we found the following information: As of 1/22/2016 an update was completed on your tower, with the intention of resolving these speed issues. From here...

forward, the speeds should be back to normal. We are crediting your account in the amount of $30 as a result of the slow speeds for the last three months. This credit is the difference between the 20Mb plan and the 10Mb plan pricing.  Unfortunately this is all we are able to credit because you were still receiving some service. We are also willing to drop you service plan down to the 10Mb plan to more accurately reflect your speeds. We again would like to thank you for your feedback as we are always looking for ways to improve. [redacted], Escalation Specialist

Dear [redacted],   Thank you for contacting Rise Broadband regarding to poor customer service and service issues experienced, and we would like to share the following;   Rise Broadband sincerely apologizes for the poor customer service received when contacting our Technical Support team...

for assistance. It is our continuous objective to provide an efficient and positive customer service experience on each and every call, and we sincerely regret that this has not been consistent with your experience.   We also apologize for the Service Call that was originally set up for 11/23/2017 that was rescheduled and we did not inform you ahead of time. After speaking with the Dispatch Supervisor, the reason the Service Call was rescheduled was that the original agent only scheduled one Technician for the Service Call when two Technicians are required for safety reasons due to placement of the equipment. When this was noticed by the technician the same day of the Service call, it was canceled. The Service Call was later rescheduled for 12/01/2017, as this was the earliest available time we could get two Technicians with the proper certifications out to the service location. We have made every attempt possible to try and get the Technicians out as soon as possible and have included a priority for this job so if any available timeslot before the scheduled timeframe opened we would contact you and see if the available timeslot would work ok the service call. We once again apologize that we did not contact you when the Service Call was changed, as is part of our normal protocol.   Our records indicate that a supervisor call back was requested 11/27/2017 and a call back was done that same day by a Supervisor. The first attempt there was no answer, however the second attempt was answered successfully and the Service Call was discussed and credit for the service issues was requested.   In light of the service issues experienced and the poor customer service, we have provided a lump sum credit of $84.95, equivalent to one month of credit, not including taxes and fees. We have also provided a Temporary Service Discount, which will provide a $10 discount per month for 3 consecutive months, totaling $30.00. The lump sum credit will post to the account within the next one to two business days.   Thank you very much for your time and patience in this matter, [redacted] R.Executive Services | Rise BroadbandPhone: 844-411-RISE[redacted]@risebroadband.comwww.risebroadband.com

Dear...

[redacted],                                  �...⇄ June 22, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We appreciate you bringing these issues to our attention. A service call was dispatched on June 21st at which time the technician moved your signal to an upgraded tower, and upgraded the existing equipment. Upon review of your account today, it appears the antenna will need to be realigned. As we have discussed, a service call has been set up for June 23rd at which time the technician will align and stabilize your antenna. In addition, we have provided a service credit for one month, totaling $50.79. Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. We here at Rise Broadband hope to have the opportunity to continue to serve you for many years to come. Thank you, [redacted] Escalations Specialist

Dear [redacted],                                  �...⇄ September 12, 2017   Thank you for submitting your additional concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your additional inquiry.   While we sincerely apologize for any misinformation or miscommunication provided by our representative, we are unable to refund the amount of $152.00 at this time. Unfortunately, once a payment has been submitted into our billing system, the duration for a requested refund can take between 4 to 6 weeks, in the event there is a credit balance. Within the case of the account, there was not a credit balance reflecting on the account at the time the payment was submitted. Therefore, we are unable to provide the requested refund. We have confirmed that a poor customer service credit has been applied to the account totaling $52.00, leaving a credit balance on the account of $43.11. The bill cycles on the 12th of the month to cover for the dates of the 27th through the 26th of the subsequent month. The bill has already cycled for that time frame, and therefore the courtesy credit will cover for the next month of service. Thank you once again for bringing your concerns to our attention via the Revdex.com. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I'd like to note on this complaint that I was told today by [redacted], Rise Broadband's dispatcher, that the equipment was removed from my account.  I then spoke with [redacted] in Billing where she confirmed that I would receive a $35 refund of in 7-10 business days.  I'd like this noted on my complaint so that IF I don't receive the refund I can re-open this complaint for further review.
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/09/30) */
Date 9/30/2015
[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.
In light of our investigation, we show that some improvement changes were made to your internet services nine days ago. If you're still having issues with your internet please contact us.
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]
[redacted]
Customer Care Supervisor
www.risebroadband.com
XXX-XXX-RISE

Dear Mr. [redacted], 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, [redacted], Escalations Specialist Rise Broadband

Dear [redacted],                                  �...⇄                          July 25, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   As previously stated, we have applied a two week credit totaling $44.15 that will reflect on your next bill cycle, due to your tickets with regard to the issue in July. This is unrelated to your downgrade to the 5mbps package, and you will see that the credit has been applied on your following billing cycle. Rise Broadband is an ‘up-to’ speed provider and those speeds cannot be promised or guaranteed due to the nature of the service delivered. A few excerpts have been captured below from our company’s Terms and Conditions specifically related to your concerns. For a full review of these terms, you may visit our website online at www.risebroadband.com.   Speed is a function of the traffic experienced upon the wider network architecture of the Internet itself. RISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always delivered.   You stated that you were contracted for a specific speed package. Unfortunately we are not able to guarantee a specific speed. We use a line of site based technology, and as such we require clear line of site to one of our local towers. Additionally, you are in a month to month agreement. This does not entail a contract.   Thank you once again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced. We greatly appreciate your feedback and your business. We here at Rise Broadband hope to have the opportunity to continue to serve you for many years to come. Thank you, [redacted]
Escalations Specialist

Dear [redacted] Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address the concerns mentioned in the complaint. After reviewing the account, we would like to share the following information; It does not appear that there are any known...

issues with the service being provided from the tower. It appears to be functioning optimally. We further note that a service call is set up for January 13, 2017. We have every confidence that the technician will be able to trouble shoot any issues that are currently causing any speed and connectivity issues. We would like to follow up with you after the service call to insure that the issues have been resolved and if there is anything else you are in need of, we can discuss it at that time. We sincerely apologize for any lengthy hold times you may have experienced. Please feel free to contact me at any time (information below). Thank you for being a valued Rise Broadband customer and thank you for your patience as we work to resolve this issue for you.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Initial Business Response /* (1000, 9, 2015/10/08) */
Date 10/8/15
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We are 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 you.
In reviewing your account, you signed up for services with Rise Broadband on February 11, 2015 at the time of install there was an amount of $169.82 that was due. There was a payment of $169.82 processed on your account March 5th and as a courtesy we waived the install fee in the amount of $99.95 on March 15th. In May and June there were $130.89 worth of credits assessed to the account. The final invoice on the account reflects a total amount due of $173.60.
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
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 11, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They never gave the reason why I was charged for a service I never recieved. I had working 5mbts service for two months that's all I should owe, but they charged me for 20mbit service. They gave me partial credit on the month that I didn't get any working internet. They waived the install fee after I payed them for the install,and used that as a credit to pay for services I didn't receive.
Final Business Response /* (1000, 14, 2015/10/09) */
Date 10/9/15
Dear [redacted]
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet Services. We are 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 you.
I have done an account settlement on your account and zeroed out the balance. As of right now there is nothing owed on your account.
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
www.risebroadband.com
XXX-XXX-RISE
Final Consumer Response /* (2000, 16, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for making this right.

Complaint: [redacted]
I am rejecting this response because:
I want a customer experience based on trust which is a just a simple promise you won't engage in these practices (charging my account a service I haven't authorized) in the future.  I'll offer you the benefit of the doubt and try to approach it from a different angle.  Let me speak with a sample size of your customers to ask them if they feel your offer is trust worthy (putting a charge on their account that they have not authorized).  If the majority say yes it is and they have no problem with it then I'll drop this request.  If they say no then just simply write me a letter saying you won't engage in putting a charge I haven't authorized.  Deal?  This is another request that is very actionable and reasonable and can allow both of us a resolution. 
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for your concern regarding slow speeds. We apologize for the impact that the slow speeds are causing. We are striving to always improve the performance of our Access Point-Tower. Therefore, we are pleased to share that upgrades are planned...

for your Access Point-Tower in the coming months.It is our understanding that a Rise Broadband supervisor had worked with you on 2/01/2016. We are pleased to know that a number of credits have been offered and applied to your account. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.  Kind Regards,  [redacted], Escalations Specialist  Rise Broadband

I am sorry for the trouble you are having. It looks like you called in on 3/7/16 and talked to one of our agents. You accepted a temporary discount until we could get this issue resolved. Thank you for your understanding in this matter. If there is anything else we can help you with please do...

not hesitate to give us a call.

Complaint: [redacted]
I am rejecting this response because:
Again, I am not going to pay the early termination fee. Even if it shows on my statement it was something that I never agree to. I never agreed in writing or verbally. I will not pay for something that I did not agree to. I did not agree to it being put on my statement....just because you put in on the statement does not mean I agreed to it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted],
Thank you for responding. I was a technician for several
years. I am well aware of what causes congestion on a network. It is caused by
too much traffic for the equipment, or poor equipment that cannot handle
traffic. I understand it can be difficult to find were the true issue lies, especially
when you are busy blaming your customers.
I cannot be sated by another empty promise of “We are
working on it” or a short term repeal of your last price hike. After a $10 a
month hike to our service with no noticeable results, it was frustrating. From
the time Rise Broadband has taken the reins, speeds have been inconsistent and
randomly will drop connection, but not for long enough for their monitoring
software to acknowledge.  In the summer I
started calling regarding these issues. After months of being told my router
was bad, as well as two replacements that made no difference, a Ground Technician
was finally sent to our house. He proved to your Tier 3 Technicians that the
problem was the local tower. This was on October 26th. On December 6th,
a Call-Center Technician reconfirmed the issues with the tower and said she escalated
it to the next tier.  On the 23rd
of December I started getting notices when I would call, from the Tier one and
two technicians that it was congestion. You have had months to find the issue
and take care of it with no reprieve to the customers you have been shorting. The
$ hikes still come, and the service fades.
Now, we are paying $45 dollars a month for a 3 mbps plan. One-fourth
of most days we get less than 1.5mps. For almost 2-3 hours we get less than 1mbps,
reaching as low as 200k. You are not even meeting the FCC’s minimum
requirements for an ISP. I have brought this to your attention many times over
the duration we have been your customers. Most of the time I get the party
line: “Your Router is bad.” One creative Technician blamed my wiring. Another
who blamed the dish alignment. It has been a rare occasion your company has
been willing to take any responsibility for its own equipment.
I would not be happy if I went to the grocers and paid for a
gallon of milk to only receive a quart. I would be very angry to go to [redacted]’s
and pay for a [redacted], but receive a kiddy burger. I am sure you feel the same
way. Why do you feel it is fair to treat your customers in such a way? For as
long as Rise Broadband has been at the reins we have been paying you for 3mbps
and at the most crucial times have been bottlenecked to a pitiful 250k to 500k.
How do you justify this as fair? Many of the Technicians have tried to be
polite and helpful within the confines of company policy. They have apologized on
behalf of the company for the trouble.
This is a tight knit community. We talk to each other. We
are all aware and frustrated with the situation. It is not just my connection,
but everyone in the community you have been neglecting. We do not expect much
in our little area, but we do expect honesty in our transactions.
 
Regards,
[redacted]

Dear [redacted],  Thank you for bringing your further concerns to us through the Revdex.com.   We make the effortto ensure that all calls received byour call center are logged with detailed information. We reviewed and have verified that the call information for service is accurate. The information gathered is very important for gauging the performance of our network.   We sincerely apologize for any long hold times you may have experienced when attempting to reach us. We are constantly striving to improve our call volumes and wait times.  Additionally, we are always working to improve and stabilize our area network. We were sincerely sorry to lose you as a Rise Broadband customer. Kind Regards,    [redacted] Executive Service Representative  Rise Broadband.

Dear [redacted],                                  �...⇄ August 16, 2017      Thank you for submitting your additional concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to further address your inquiry.   We have had the opportunity to conduct additional research regarding the Area Network. While we are working diligently toward resolution, at this time, unfortunately, we are not yet able to provide a specific time frame for resolution of these issues.   While we would sincerely regret losing you as a customer; we also understand the frustration involved regarding the ongoing connection issues. If you opt to locate another provider, no penalty will be incurred and the early termination fee will be waived. We understand that your concerns have been extensive and ongoing in nature.    Thank you once again for bringing your concerns to our attention. We sincerely hope that this information helps to provide further clarification regarding your concerns. Thank you for being a valued Rise Broadband customer. Thank you, [redacted]

Dear [redacted]   Thank you for responding to the Revdex.com response, so that we may further clarify. I’d like to sincerely apologize to you, I make a big mistake. When I was responding to your Revdex.com complaint, I was looking at a different account. Please disregard any and all information I provided. I am so sorry for my error. It appears that one of our Representatives, David, has been working with you previously. I can see by his notes and the notes on the account (the correct account, this time), that you are in fact facing significant issues. It does appear that David placed a credit on the account on December 12,2017 in the amount of $65.95. There is contradictory information in the account. We do show that there is an issue, that David mentioned. David sent an email on January 4th advising that the issue we had been concerned with appears to be resolved at this time, although our Network Team continues to monitor it. The other thing that we can share with you that indicates that our internet is functioning optimally at this time, is the large amounts of data being used. The last 5 months the data cap of 300GB has been exceeded. It is on course to exceed the limit again this month. This tells us that data is passing back and forth with our tower and that the internet is behaving as we expect it to. As stated, we are continuing to monitor the issue at the tower, although it appears to be stabilized. Additionally, the account has been credited a significant amount, $69.95. And finally, we do show with the data overages that the data being passed back and forth is working optimally. If you have any additional concerns, please respond to Rise Broadband at [email protected]. Thank you very much, Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Mr. [redacted],  We are sorry that our explanation was not acceptable regarding not being informed of the rate increase and being charged city tax.  We have had further investigated your concern. I would like to share the following findings.  Our rate increase again have been communicated in advance to taking affect. The announcement was through US mail, our website and posted on all statements.  This is our first increase in 4 years.  All addresses are based on the US Postal Service Address System. The system determines whether an address is in or out of a given city limits. This is a US Postal system that is linked nationwide. Then our systems factors and performs the sales tax calculations for the address. This process have been in existence for a good number of years.  A small credit has been processed as you have shared information. Going forward, future credits can't be processed. You will have to resolve this with your local municipality and post office. We hope we have addressed your concerns. We thank you for being a Rise Broadband customer.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband