Rise Broadband

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

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

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]

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]

Dear [redacted] Thank you for contacting us through the Revdex.com. We are pleased to be able to resolve this issue for you. We sincerely apologize for any extended wait times you have experienced when trying to contact us. It is an issue we are actively working on resolving. We were...

a bit understaffed but this is changing rapidly and we expect call times to return to normal soon. Effective today, December 7, 2017 we have removed paper billing from the account. Regarding your requests for credits due to down times, the account was credited on November 26, 2017 in the amount of $10.65, which is equal to 8 days of service. We have applied an additional $30 credit to the account due to the long wait times experienced and also to refund the paper billing statements. Thank you for taking the time to contact us regarding this matter and thank you for being a valued Rise Broadband customer. [redacted] P. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

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

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]

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. The only thing I am not happy with is I have to wait 8 weeks to get my refund. I am happy with everything but that. I feel they can get my refund to me quicker than that.
Sincerely,
[redacted]

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]

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.

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

Dear [redacted],                   ...

                                        ...⇄ Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns. We were sorry to note that you had opted to cancel your service. Upon review of the account, we noted five service calls had been set up within the time the account was active. We sincerely apologize for any inconvenience you experienced with our service, as well as any unprofessional encounters you may have experienced when calling into our Technical Support Department. We sincerely appreciate your feedback and will utilize it in providing coaching and further training to our representatives as needed.  We did note that we were obtaining your signal from a limited sector of our tower, as this was the only option in which our technician was able to provide line of sight to our tower. After a thorough investigation, it has been determined that the early termination fee of $250.00 will be waived.  Thank you once again for bringing your concerns to our attention. We sincerely hope we have addressed your concerns. Thank you,[redacted] Executive Services

Complaint: [redacted]
I am rejecting this response because:The sales rep clearly misrepresented the terms of the agreement.  I wouldn't have signed a two year contract because I didn't plan on needing the service for that amount of time. I asked the sales rep multiple times to make sure we would not be in a contract because I didn't want to be locked in.  Each time the rep confirmed I would not be in a contract and could cancel at any time without any fees. I was told I would have an installation fee which I believe I was billed but I can't double check that since I can only view bills back to April 2016, and frankly I don't trust you to pull one now at this point because you could create anything as that bill.The rep clearly wasn't 100% honest with me when we signed up, and this becomes a situation where it is my word against the contract he made us sign believeing we weren't going to be locked into a 2 year contract.  Clearly double and triple checking with the rep didn't help ensure I wouldn't be duped into signing a two year contract.  the wording on that contract doesn't even explain well enough for me to doubt what the rep was telling me.  He indicated my price would be guaranteed for 2 years with out any change so I double checked to make sure I would be able to cancel at any time.  Saturday October first when I went to pay my bill it had gone up also contrary to what the rep promised.  I want a satisfactory resolution. So far everything about this situation is feeling very dishonest to me and as a customer it is extremely frustrating to fight against a company who clearly doesn't care about me or what their sales reps are promising people.
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 [redacted] Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   We are pleased to see that the promotional offer we had in the [redacted] area is the service that has been selected. As...

stated, this was a promotion, with the first 6 month’s being offered at a discounted rate.  We offered free installation (normally $149.00) and a discounted rate for the first 6 months. After this period, the rate will be an additional $10.00 per month for the duration of the 2-year contract.   Rise Broadband offers these promotions frequently for new accounts only. However, we note that this account was recently changed and is now part of the promotion.   The account now currently enjoys the lowest possible rate we offer. We cannot speak on what other customers are paying in the area. It depends on when they originated service with us, if they signed up during a promotion, and the terms of their contract.   Thank you for contacting us and thank you for being a valued Rise Broadband customer.   [redacted] Executive Services Rise Broadband

Dear [redacted] Thank you for contacting us through the Revdex.com regarding the Early Termination Fee associated with this Rise Broadband account. We sincerely apologize that we were unable to deliver the internet experience that was expected. Our primary goal is to provide...

the best internet and the best customer service possible. We deeply regret if this was not what you experienced. After reviewing the account, we note that calls were placed to our Technical Support within three days of installation. It appears that we were unable to provide optimal service from the beginning.  As such, we are waiving the Early Termination Fee that was placed on the account.  A credit of $250.00 was applied to the account today, September 7, 2017, leaving a credit balance of $11.22. A check for that will be mailed to [redacted]. Please be aware it can take several weeks for this check to be processed and received. We are grateful that you tried to obtain service with Rise Broadband and are genuinely sorry that we could provide the service you were hoping for. Thank you for your interest in Rise Broadband. All the best, [redacted]

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/2015
Dear [redacted] J [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. We have credited your account for one of free service starting next month. You have a balance of $62.83 that you should pay first.
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

Dear [redacted],   We appreciate you bringing your concern to our attention through the Revdex.com. Thank you for the opportunity to address the issue concerning your email service and we hope to provide a satisfactory response to your inquiry.   Rise Broadband sincerely...

apologizes for any inconvenience caused due to the service issues experienced, and would like to share the following;   As of 09/14/2017 we have resolved the packet loss issues on the tower itself, and was discussed this morning, we dispatched a Technician to the service location to check and work on our equipment there. There were signs that the antenna that receives the internet signal was also showing signs of packet loss. After working on the equipment, the Technician ran several speed tests and is showing 5 MBPS download speed and a 0.7 MB upload speed and the internet package being provided is up to 5 MBPS download and 1 MBPS upload.   Rise Broadband cannot refund the installation cost of the service from 05/09/2016, however we can credit for the service issues experienced. We have provided a credit of $137.85, which is 50% of the base cost of service for 6 months. This credit should post to your Rise Broadband account within the next one to two business days.   We apologize for the loss of service that may have affected the home business, however the service being provided is for a Residential service and is not designed to support business needs. We offer business accounts and our Sales team can be contacted for additional information.   We thank you for your time and patience while we have worked to correct the service issue and we understand the need for a reliable service to be provided. We greatly appreciate you being a Rise Broadband customer and are sorry to hear that a different service provider is being searched for. Rise Broadband is a same day cancelation service, and charges for service a month at a time. The current statement cycle on the account is from 09/09/2017 to 10/08/2017. When the service is ready to be canceled, please contact our Customer Solutions Team at 844-411-7473 and they will be able to assist with the cancelation of service.   We sincerely hope this information provides clarification regarding your concerns. Thank you for having being a Rise Broadband customer, and we wish you the best in the future.    [redacted]

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]

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]