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. [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 address. The Wise County District Appeals pdf that was issued to Rise Broadband was not certified and does not specifically state that the address at 394 County Road 3678 Paradise Texas is tax exempt. We 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 exempt. We will need a certified letter from either the Post Master or Wise County, stating clearly that this location is tax exempt. This documentation can be sent to Rise Broadband at 619 SW 14th Street, Loveland, Colorado 80537. Below, please see an excerpt from our terms and conditions at RiseBroadban.com:   7.6.2 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 7.6.1. 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 Service. If 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 claimed. In no event will Customer be responsible for any income taxes levied on Company or any underlying carrier’s net income. Customer’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 customer. We look forward to resolving this tax issue promptly. Thank you, [redacted] Rise Broadband Executive Services

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. However, I do not trust these yahoo's I will watch and make sure I do not receive another billing with any amount owed.
Sincerely,
[redacted]

Dear [redacted],                                  �...⇄ July 18, 2016   Thank you for submitting your further concerns to Rise Broadband through the Revdex.com.   As previously stated, we are working on adding more sectors to the region, which should help to alleviate congestion and overload. We are aware that you have been experiencing issues, and we believe this addition to the network should help to resolve your concerns. Our network is actively working on a time frame, although we do not yet have a specific date.  While we await an estimated time frame, we have provided you with $10.00 off on your monthly bill for a three month duration. Following the three months, we can evaluate for further credit on your bill where appropriate.   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

I am rejecting the business response because they cannot produce a written or verbal agreement from me for a two year contract. The company purposely used language indicating a month to month agreement, which means there is no contract. Furthermore, they were going to charge me $3 per month for paper statements, so to save money, I signed up for e bills and direct debit for monthly payments. This was another way to ensure that I did not see the bills and additional charges they added to my bill each month. They are involved in bad, dishonest business practices and I do not owe them any money.

Complaint: [redacted]
I am rejecting this response because:
Dear [redacted]
Thank you for responding so quickly to my complaint, but I
believe we still have a couple of issues.
First off, when we talked I though it was understood that I
was going to be out of country the week following our discussion. As such, you took down contact information
for my wife and said that she would be contacted regarding the visit. Well, she received no communication. But, surprisingly enough, when I returned
this weekend I had several calls on my phone regarding the scheduled visit
As far as the tower being unsafe to climb, that location was
chosen by the installers and was climbed as recent as couple of months ago by
your technicians when they had to reinstall everyone's equipment because of
issues on your end. Because the appropriate
phone calls were not made prior to this visit, there was no one here to explain
to why the tower is now deemed unsafe. I
tried to schedule a follow appointment this week, so I would be here to
understand the problem and get it corrected, but the appointment was cancelled
the next day. If my tower is now truly
an issue for one of your folks to climb, I am sure that I can have it corrected
easily, as it is a relatively new tower.
Or the equipment could have been moved to an alternate location that
your techs had used in the past to provide me service.
Regarding the line of sight issue. As we discussed a week ago, and should be
well noted in my calls to technical support, my issues started a couple of
weeks ago and are significantly worse during peak hours. I understand the line of sight issues affect
my ability to be hooked up to a different service tower, but I do not
understand how line of sight issues just started impacting my service a couple
of weeks ago and how line of sight suddenly becomes significantly worse during
peak hours. The online technicians
noted that there were issues on hops downstream of my tower and that congestion
appeared to be the issue. At no time
during the online discussion was my connection to your service tower noted as
being an issue. On the contrary, I was
told that it was a strong signal.
My hopes were that you would correct the issue with the
current tower I am connected to as it did use to provide a 10mb service that I
paid for without issue. It sounds as if
the speeds have been reduced to alleviate congestion on the tower and that there
is no future plans to update the equipment to compensate. While this tower does provide the reduced 5mb
service during non-peak hours, it is barely able to provide 1MB service during
peak hours within the past couple of weeks.
If your plan is to continue to
provide a 5MB service at this tower, not a 1MB during peak hours, I would hope
that we can discuss my plan and that it can be adjusted to reflect the 5MB speeds
that you currently are providing on that tower and apparently have been for
some time. If your plans are to do nothing about the
diminished service that you are providing at this tower, but are going to allow
customers to pay for speeds that continually degrade as congestion increases,
then I believe you need to say as much so that us customers can make an
informed decision
Sincerely,
[redacted]

Dear [redacted],   Thank you for contacting Rise Broadband in regard to the [redacted] Gift Card, and we would like to share the following;   We sincerely apologize for the delay in the [redacted] Gift Card being received. We have verified that the [redacted] Gift Card has a tracking number with FedEx...

and the anticipated ship date is today, 12/01/2017. The Tracking number for the [redacted] Gift Card is [redacted].   In addition, we have also provided a credit of $39.95 to the account due to the long delay in the [redacted] Gift Card being received. This credit has already posted to the Rise Broadband account.   Thank you very much for your time and patience in this matter,   David R. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted]   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to address your concerns regarding the Early Termination Fee associated with your Rise Broadband account.   We do honor our 30-day cancelation policy and will be happy to...

remove the Early Termination Fee from the account. Please be assured that the balance on the account will be zero.   Thank you for giving Rise Broadband an opportunity. We appreciate that as well as you taking the time to write and let us know about this issue, so that we could resolve the issue for you.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

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.
It would be to the benefit of Rise Broadband to communicate this information freely to their customers.  I wouldn't have had to contact the Revdex.com if someone from Rise would've told me what was going on.  Either let the customer service techs who answer the phones tell customers what is going on or have supervisors or other staff higher up the chain available to talk to dissatisfied customers.  It doesn't seem like it would be that difficult, especially for customers such as myself who have been with Rise Broadband for a long time, paying the bill every month and getting unsatisfactory service. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 23, 2015/12/23) */
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 made changes to our...

network and would like to schedule a service call for someone to come and have you moved to a different tower if you are still having issues with your internet. Please call [redacted] so that we can set this up for you.
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.

Dear [redacted], We would like to thank you for allowing us the opportunity to address your concerns via the Revdex.com. After having had 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 service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact us. While we are aware that at times our hold times can be less than optimal, long hold times are in no way affecting the level of service that we are providing, and Rise is unfortunately unable to waive the early termination fee based on solely that.  The technician that was at the residence 06/30/2017 was able to resolve the issues that were being experienced at that time, the issue that was affecting the service now is a separate issue entirely. What he was able to do in June 2017 would not be related to the issues that the tower was suffering from in December 2017. Rise Broadband certainly understands that after an extended period of time with continuing problems it may seem like Rise has no intentions to fix the issue but that is not the case, and we do not take a lackadaisical attitude towards these types of problems within our Network. Our Network Engineering team was able to confirm that the issue we were seeing at the tower has resolved, and no longer impacting our customers. It is Rise Broadbands continuous objective to provide an efficient and positive Customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when trying to contact us regarding the status of the tickets that were escalated. In light of your concerns we have applied a credit to the account equivalent to one month of service (not including taxes and fees) for a credit in the amount of $48.45. Additionally, we have applied a temporary service discount to the account of $10.00 for the next 3 months for a total credit in the amount of $30.00. With the issues at the tower now being resolved, we would still encourage speaking with our Technical Support team, as our Customer Solutions agent mentioned on the phone interaction that took place 01/09/2018 our Technical Support team has an array of tools available to assist with speed issues if you are still experiencing those issues. Since the tower is no longer suffering they would be able to accurately determine where the issues persist. For the above reasons, and because we still have options to alleviate any persisting problems if the decision was made to cancel services the early termination fee of $250.00 is a valid charge, and would apply to the cancellation of the account prior to the service term ending. We sincerely hope that this provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear [redacted] Thank you for taking the time to contact us again regarding this issue. At this time we are able to provide some further details. On August 31, 2016 we sent a Service Technician to the residence in an effort to relocate your signal to a less congested tower. Despite our best efforts, we were unsuccessful in this endeavor. The technician indicates that we are unable to provide high speed internet to your location. We have noted that the connection is stable, but it is unrealistic to expect the 15mb speeds that you currently have on this account. If you would like to, as mentioned previously, we can lower your price plan and put you into a 5mb or 10mb plan, but as you noted, this would incur a decrease in your data limits. As a line of sight provider, and an “up to” speeds company, we cannot guarantee all speeds to all customers at all locations. It is a very unfortunate situation and we deeply regret not being able to provide the fastest internet experience for you. We certainly do not want to lose you as a customer, however, what we are providing at this time is likely going to be the best we can do for some time. We are continually making upgrades and improvements to our infrastructure with the expectation of providing service to more people. While there is no firm date on when we can expect these improvements in your specific area, we do have plans in place for these upgrades. But again, these may not happen for some time. [redacted], this account shows that you are not under contract with Rise Broadband, and as previously mentioned, we would be very sorry to lose you as a customer. But if you feel you can get better service through a different provider, we would certainly understand that. If you wish to stay with Rise Broadband, it would be beneficial to you from a financial standpoint, to lower your speed plan. Because you have been experiencing these slow speeds for a while, we have credited your account the difference in price from the 15mb plan you are on to the 5mb price plan for 1 month.  The account has been credited $20.00. Currently the account is still receiving the $10 off per month discount. Credits have been added to your account from July 2016 to August 2016 totaling $28. 51. With the additional credit I have applied today and the $10 off for three months this is a total of $78.51. We hope that by adding these credits it compensates for the slow internet you have experienced. Again, thank you for allowing us to address this issue more in depth, and thank you for being a valued Rise Broadband customer.

Dear [redacted], We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.com. After having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and...

efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact us. While we are aware that sometimes our hold times can be less than optimal, our Technical Support team has never experienced extensive hold times where we had a 6 hour hold time. Based upon the documentation in our system we have no reported interaction with any member of our Technical Support, or Customer Care team in the past 6 months. We encourage you to double check that the phone number that is being utilized to contact us is 844-411-7473 that is our direct phone number and ensures the most direct responses from our representatives.  However, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issues. We received confirmation that we have no ongoing problems at the tower providing services to you currently. The tower itself was showing an uptime of 94 days. While there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residence. For these issues, we would encourage you to speak with our Technical Support team at 844-411-7473 Option 1, they have an array of tools available to determine what could be causing the issues. If for any reason you still experience problems getting ahold of a representative at 844-411-7473 please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessary. We sincerely hope that this provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: [redacted]
I am rejecting this response because:
I know that I did not sign or verbally agree to a contract. If I did, it is incumbent upon you to produce the audio or signed contract. As I stated before, I have a witness who will testify that I was told I was on the month to month plan. I was never told about a cancellation fee. You as a company are engaging in unethical business practices in order to trick people into a contract. I did not sign a contract and you are wrong to make me pay for a contract that I was purposely trying to avoid. When you tell people a service is month to month, that means there is no penalty for cancelling. You intentionally misled me by calling the plan month to month. You have the audio for November 2016. Listen to it and you will hear [redacted] call my plan month to month. My witness is happy to testify to what he heard.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I had made numerous calls about my service not working and they offered little to no help. At one point one of their techs said they would need to just drop me as a customer, they are stating that they waived the installation fee when they did not and I was charged $126.07 . They are still continuing to bill me for service I was unable to you.
Sincerely,
[redacted]

Dear [redacted]   Thank you for contacting us through the Revdex.com. We appreciate the opportunity to attempt to resolve this matter for you. After looking over the information you provided in this complaint, as well as all of our documentation here at Rise Broadband, we can see...

that there were some considerable service issues with this account. We sincerely apologize for any services provided that were less than optimal. Typically, we ask that before an account is closed we be allowed to send a technician out to check and see if there is something we can do to improve service. This offer was declined. However, after consideration, we must agree with you and honor your request to refund the Early Termination Fee of $250.00. This credit will show on the account in 24-48 hours and will result in a zero-dollar balance. We appreciate you having been a customer and again apologize that we could not provide the internet experience you had expected. Thank you,[redacted] P. Executive Services | Rise Broadband Phone: 844-411-RISE [redacted]@risebroadband.com www.risebroadband.com

I am extremely upset at this point.  Your rep ensured
that there would not be a contract.  And when my wife signed it was on an
Ipad and none of the information was visible.  The only thing we could see
was the place to sign.  Screen shot below and attached.  The information
explaining contract was not visible to us so we only had the word of your rep
and he promised us that we would not be bound in a 2 year contract.  I
would not have signed up with you otherwise because I knew that I probably
wouldn't need the service for that long.  Please pull the information for
the rep that sold us on the plan and talk with him.  He caught us as we
were headed out the door. He promised us that there would not be a contract and
I want to hold him to that.  
 
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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

Dear [redacted], Thank you for your response. We would be more than happy to clarify to hopefully alleviate any confusion. “Rate increase” is a blanket term used for that transition. Everyone received the same increase with the exception of those on a 2-year contract who only saw their equipment rental fee change from $6.50 to $7.50 and a carrier recovery fee of $2.27 applied. Those on a month-to-month agreement also saw their service rates increase, while those on a 2-year contract did not. Unfortunately, if the autopay method is not updated, we will be unable to waive the $8.50 late fee per company policy. We are sorry to hear that you will not be returning to our service after cancellation and wish you the best. Regards, [redacted], Escalation Specialist Rise Broadband

May 2, 2016 Dear Ms....

[redacted],                                  �...⇄ Thank you for contacting the Revdex.com to address your concerns regarding Rise Broadband. We appreciate you taking the time to bring this matter to us for further examination.   When [redacted] Online was acquired, the agreement was extended until July 2015, when Rise Broadband started billing for this account. We continue to provide service to the tenant you mention in your statement; it is likely that he was experiencing another issue at the time, but that has since been resolved and he continues to maintain his service.   After a thorough investigation of this matter, it has been determined that there will be no refund issued. There is currently a credit on the account in the amount of $0.58. Contract Administration has stated that they would be happy to discuss with you the option of starting service again and look at the possibility of having you as a tower host.   Again, thank you for bring this matter to our attention. If you are interested in reinstating service at this location, please contact our Contract Admin. Department at [email protected] . They will be happy to further assist you.   Thank you, [redacted], Escalations Specialist

March 2, 2018 [redacted]   RE:  Revdex.com Dispute     Dear [redacted],   Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review the charges on your bill. After...

reviewing the account details, we would like to share the following:   It is Rise Broadbands continuous objective to provide a positive customer experience for our customers. After reviewing your account, it does appear the Late Fee charge was applied in error. We apologize for this mistake. It is a Rise policy to collect payment at the time of install. Your account was installed on 1/13/2018 and we appreciate your payment in the amount of $55.73 on 1/29 and $84.65 on 2/15.   The late fee charge has been reversed ($15) and as a goodwill gesture we have also applied a free month for this inconvenience ($39.95).   Thank you for reaching out to us. I hope you are pleased with the adjustments applied to your account.   Thank you for being a valued Rise Broadband customer.   Best Regards,   Regards, Chris P.   Rise Broadband Executive Services