Rise Broadband

Dear [redacted],
Please accept our sincerest apology for any trouble or inconvenience we have caused you. Rise Broadband highly appreciate your feedback as it will assist us in becoming better at what we do. We have investigated your complaint and have found the following:
Your account was past due at the time of disconnection in which a $25.00 re connection is charged once service is reconnected. No credit is due at this time. Once again please accept our attempts to help you with this matter. We appreciate your business and hope that you will continue to be a loyal customer of Rise Broadband.
Thank you
Rise Broadband
Complaint Response Date bumped because: Holiday

Dear Mr. [redacted],  We thank you for your sharing your concern regarding the price of service, PC Care and Early Termination Fee (ETF). We have done research these issues and have the following information to provide for clarification. 1. On 3/12/2015 an email was sent confirming your...

request for service. This was sent via the email: [redacted][email protected]. That email contained complete information of services ordered. A copy of that receipt has been provided. Under Digis, signatures were not required.   2. The rate increase was communicated to all customers via their billing statements as well as being posted our website in November 2015 for public review prior to taking effect in December 2015. The information regarding price and 2-year contract are printed on your billing statements each month. A copy of this has been provided as well. 3. With all 2-year contracted agreements, a 30-day trial period is extended with a money back guarantee if service is cancelled within that timeframe. A call to our contact center would have resolved this specific concern. 4. Notification of the PC Care plan was again relayed on your monthly billing statement and our website. This plan began as a 2-month trial period at no cost to the customer. You do have the option of opting out of this plan by contacting our Call Center. 5. Your billing statement includes the details of your service, fees and taxes. You can find this in the copy of your most recent statement that has been provided After this in depth review of your account, the ETF has been determined as a valid charge and will remain applied to the account for terminating services prior to the full Term.   Thank you for your previous service with Rise Broadband. We would be more than happy to provide service(s) for your internet needs in the future, should you chose to utilize our network again.  Kind Regards,  [redacted], Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:  I did not authorize the charge.  Rise Broadband slips in a potential charge that may not be challenged if it's not caught which is NOT authorized.  This is not a typical transaction.  Here is an example of a typical transaction; "Hello Rise Broad Band,  I want to buy your PC troubleshooting service, will you sell it to me?  Why we would love to sell it to you.  Look for your new service and your a charge on your next invoice".  That's how a typical transaction occurs.  Customer asks then business delivers.  It's really that simple.  NOT,  I don't ask for a service then you slip a charge in.  A transaction must be authorized for it to be a legitimate transaction.  Let's say I don't catch the "unauthorized charge", then I have to call Rise BB to plead my case after the fact which looks and feels just like DirecTV and Wells Fargo business practices as well.  I want a promise to never pull this stunt again without getting my authoirzation.  
Sincerely,
[redacted]

I don't understand why they haven't yet provided a response when I've gotten numerous emails from them stating I'm getting close to going over this limit they added to my account and now they are charging more. It was 2$ for each gb over and now they are charging 3.50$ for each gb. I want my old...

service back they promised wouldn't change back.

Complaint: 11107494
I am rejecting this response because: I will accept nothing less than the termination fee being removed from my account.  I am not liable for your companies shady and unethical business practices.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is unethical to require anyone to opt out in order to not be charged a fee.You took an unusual approach to "offer" your extra fee assessment where if a customer did not respond to your "hey, we are going to charge for this whether you realize it or not so here is the offer, we charge you if you don't respond".I'll try this and see if I can make some money!Sounds like a better than ever scheme to me.Wonder where you get your brain trust that came up with this scheme.Scheming Rise broadband, watch out before they empty your bank account.  I can see them looking at all those autopays set up and wondering how they can get more money for nothing.Untrustworthy!I do not trust you.Do you deserve any trust?Keep your job as more complainants from different agencies are coming.
Sincerely,
[redacted]

Dear [redacted]...

[redacted]                                   ...⇄ July 15, 2016   Thank you for contacting us with your concerns about your refund. We appreciate hearing from our customers and hope to answer your questions on this matter. We 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 router. If you took the managed router with you when you moved, we will need to have that returned. You 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 $37.11. I will try to get the other equipment taken care of. Upon receipt of that, it should take about 2 weeks to get a check out to you.  The account reflects that the $10 discount for three months was applied for two months ($20.00). We do not give discounts on services not provided. The account was cancelled before the last $10 credit would have been applied. Thank you for reaching out to us about this matter. We look forward to seeing that router returned so that we may process payment for you in a timely manner. Thank you very much, Rise Broadband, Corporate Escalations

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

Dear [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We sincerely appreciate the opportunity to address your inquiry.   I appreciate the time taken to speak with me today. Again, we deeply regret any incorrect information that may have...

been presented toy you. Upon review of the call dated 08/08/20107 and the notes on the account, we agree that the Early Termination Fee is not valid on this account and will most certainly be waived. As agreed upon during our call, I will follow up with you within a day or 2 and go over the final billing information. While we do not have the ability to credit a debit card, we can insure that a majority of the amount already paid will be refunded in the form of a check. Thank you for allowing us to address this matter with you and thank you for giving Rise Broadband the opportunity to be your internet provider. We regret that it did not work out for you. 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

Initial Business Response /* (1000, 7, 2015/10/01) */
Date 10/1/2015
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.
Thank you for your feedback. 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. As for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services. I do show that we issued a credit on your account back on 06/28/2015 for late fees, reconnect fees, and for a customer service credit which total $94.95. This should have allow your services to turn back on.
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

Complaint: [redacted]
I am rejecting this response because: The response to my complaint doen't solve anything. I have made multiple complaints with Rise broadband about there internet services speeds, no internet conection and now charging me outrageous rates. I expect Rise Broadband to pretect its customers like a legitamate business. 
Sincerely,
[redacted]

Mrs. [redacted],     Thank you for taking the time to bring forth your concerns via the Revdex.com for a review of your account with Rise Broadband Internet Services. Rise Broadband is an ‘up-to’ speed provider and those speeds are not promised or guaranteed due to the nature of the service...

provided. I have included a few excerpts below from our company’s Terms and Conditions. For further review of these terms, you may visit our website online at www.risebroadband.com: PERFORMANCE LEVELS 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 understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet. TERM/CANCELLATION POLICY Termination does not affect your obligations under this Agreement, including your obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such termination. RISE BROADBAND accounts must be paid in full before a cancellation will be considered complete. // If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $250 Early Termination Fee or the remaining portion of the contract, whichever is less. ACCEPTANCE By using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this Agreement. These terms and conditions supersede all other written and oral communications or agreements with regard to the subject matter. Any waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND.      By verbally entering into the 2-year contracted term when service was established in September 2015, Rise Broadband extended a free installation and several months of free services which would not have otherwise been offered by agreeing to one of our month-to-month service plans. This agreement also allowed for a 30-day money back trial period, after which, the customer is fully responsible for the remaining months within that Term unless proven by a field technician that the location is no longer serviceable.      We understand the frustrations that may come along with time spent on the phones trouble shooting your issues, however this is a very necessary step in determining the nature of the issue as well as the best solution to have it rectified.      After reviewing all of the necessary information within the account, it has been determined that the $250 early termination (ETF) is a valid charge and will remain applied. [redacted], Escalations Specialist.

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.
Sincerely,
[redacted]

Dear [redacted],  We sincerely appreciate you taking the time to bring your concerns to our attention through the Revdex.com. We were sincerely sorry to note that you had opted to cancel service.  We sincerely apologize for any inconvenience that you may have experienced with our service....

Upon a thorough account review, we have noted that our technical support team appear to have been able to successfully resolve your issues at the times you phoned in. We did note that we did not receive any calls in regard to service issues between the dates of July 13, 2015 and February 7, 2016. We do encourage our customers to contact us at the times they are experiencing any service related issues, to enable us to further troubleshooting and evaluate the issue at the time it is occurring.   The equipment was successfully recovered on 10/19/2016. We have begun processing your refund for the amount of $118.10. we have asked our corporate billing to expedite processing of your refund.A credit was applied on July 19th, 2016 in the amount of $62.95 on July 19, 2016 for your service related concerns. We are sorry to lose you as a Rise Broadband customer.  We do wish you well.  Kind Regards,  [redacted] Executive Service Representative Rise Broadband.

Dear Ms. [redacted],  Thank you for inquiry to our office with your concerns. We apologize for the experience and incorrect information received from our installer.  We have had the opportunity to investigate your concern about losing unlimited data with a recent plan change.  Our LTE...

programs all have data limits. All pertinent information including data limits was shared by our sales team. This was communicated when the order was received and established. Confirmation of order was shared after the service was upgraded.  Specifically, when you signed up for LTE on 11/03/2015, data limits of 250GB was to be part of the LTE plan, however, a system glitch prevented the changes for data limits to be added. However, when your service was disconnected for non payment and new service established, the data limits were added. Actually, you have enjoyed no data limits for 4 months.  We no longer offer any unlimited plans and we provided this information to our customers who chose the LTE plan.  Our dedicated Technical Support professionals are available to look at your data usage and how to reduce data consumption. We encourage you to call [redacted], so our Tech Support Team can assist. Unfortunately we are unable to reduce any overage charges for nor revert to any previous plans. We thank you for being a Rise Broadband customer and look forward to serving you.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband.

Complaint: [redacted]
I am rejecting this response because:As I am attaching the prepaid postage you sent when I advised you I was sending back the equipment, please show me where I can track it?  You sent me a first class mail return not a UPS "TRACKABLE" return.
Sincerely,
[redacted]

Dear [redacted] Thank you for contacting us through the Revdex.com again so that we can further address the issue. Thank you also for sending the phone bill, showing the date of your original call. Rise Broadband is a same day cancelation company. If a customer calls to cancel service, this is done within minutes. We do not pre-close accounts. While we clearly recognize that you did call us on September 18, 2017, the account was not closed at that time.  During this call, information was provided stating that you would need to call in on the date you wished to discontinue service with Rise Broadband. There is no doubt that this call took place at the time you said originally. Again, during this call only information was shared and no action was taken on the account. On October 19, 2017 the account was closed, and the account is noted that full disclosures were given. We then attempted to pick up the equipment, but were unable to retrieve it as the new homeowner had disposed of it. The account holder is responsible for the safe return of all Rise Broadband equipment. Rise Broadband stands by our original statement, that the fee is valid. However, after speaking with management it was decided that, in a measure of goodwill and the unfortunate circumstances created during the move, we are willing to cut the $300 by one half. This is an extraordinary exception, as this is not our process and does require Manager approval. We will credit the account $150.00. This decision was made in the part because we as a company, hate to see anyone burdened with additional bills during this time of the year. We hope that you take advantage of this generous offer and have a wonderful Holiday Season.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:Apparently you didn't read the full complaint, I have made several attempts to have your representatives, technicians, whom ever you require to come out and get your equipment well before I sold the house. I never received a call, never received an email, and unfortunately, I am not able to make your representatives return a call or respond to me. It is been over a month now since I sent you the router and attached equipment from inside the house, the equipment you mentioned that was on the outside of the house is your responsibility to get, as I made every effort before I sold my house to reach out to you, several times, to have your representatives meet me so I would open the gate and make sure the dogs are put away. You never responded nor did any of and I will not accept responsibility for your lack of accountability or response to my efforts.  If I do not hear back with the appropriate refund I asked for, I will have no choice but to take this further by filing a dispute with my credit card and completing a Yelp review reflecting this, as well as notifying everyone on Nextdoor (social app covering Waxahache) of  my experience with your company and your lack of accountability. 
Sincerely,
[redacted]

Dear [redacted] Thank you for bringing your concerns to us through the Revdex.com and allowing us this forum to explain Rise Broadband’s decisions on this matter. After looking into your account, we see that starting in March 2016 there were multiple calls into the contact center with...

the concern being slow speeds. At that time, after speaking with our Supervisor, he recognized and acknowledged that there were some issues with speeds. At that time, he placed a discount on the account of $10 per month, which actually remained on the account up until the time it was closed, totaling $70.00. Additionally, in March 2016 a credit of $4.15 was applied to the account. After speaking to our Escalations Representative in early May 2016, a credit of $60.00 was applied. The total of credits on this account is $134.15. After the payment made on August 5, 2016 there is a credit balance of $86.49, which will be mailed to 213 S West Street, Macksburg, IA 50155. Our representatives have worked diligently to provide reliable internet service to your home. Every effort was made to improve the service at your location, including multiple service calls to the residence.  After several conversations with both the Supervisor as well as the Escalations Representative, it became apparent that the service we were providing was unsatisfactory to you. Unfortunately, despite our best efforts and the improvement in speeds that we were providing, multiple calls continued to come in to the contact center. As is mentioned in your complaint to the Revdex.com, the speed issues have, in fact, been resolved. We did receive the emails that were sent and they were read and reviewed by management. Our Executive Managers do not interact directly with our customers, and that is why we have an Escalations Department as well as Supervisors. Ultimately the decision was made that we would no longer provide service to this account due to the harassing and verbally abusive nature of the calls that our call center began continuously receiving. While we certainly understand your frustration, we had done everything possible to a) improve the connection at your residence and b) provide good customer service. We were unable to conduct conversations that did not evolve into unproductive and abusive dialogues directed at our employees. While our top priority is our customers, we also have an obligation to our employees and do not wish to further subject them to the offensive and often personal attacks that have been observed when reviewing calls regarding this matter. Again, thank you for contacting Rise Broadband regarding this issue, and we wish you every future success. Thank you, [redacted] Escalations Specialist