Rise Broadband

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]

Complaint: [redacted]
I am rejecting this response because:There has been NO documentation or disclosure of this fine print up to this date. I also provided a statement of services agreed to  and not a bill."The reason the Early Termination Fee shows as “0.00” on the reflected statement is because there is not a charge for the Early Termination Fee unless the contract is breached. You will also notice that the installation also shows $0.00, as there was no charge for installation due to the promotion that was signed up for. Our installation fee normally $149.50.  There has been absolutely no changes made to the contract or service since it was first installed."   This is my whole point that the initial promotional package and terms I signed up for have been altered.The $0.00 amount for install is on the SAME "statement of service agreement" as the $0.00 early termination fee for the SAME promotional package. Wouldn't this all be one package deal that we agreed to, or at least disclosed on the statement of services. Of course there shouldn't be charges on a statement of services. This is a statement of services that ensures the end user what they signed up for, and not the invoice/bill that shows any charges made to the account. The statement of services should also disclose this contingent information but as you can see it does not.  The way I am reading this "service of agreement" (not invoice) is there is no installation fee or early termination fee, breached or not breached. Hard to tell with out any disclosure or transparency so I have to go off of what I received as a statement of services agreed to.There is no small print or terms on any of the provided documentation I authorized that validates alteration of the initial statement of services/contract. Those are important terms that need to be disclosed in my initial contract and all you have provided  is a "job receipt." Also Mr. David, you are trying to correlate a service statement and a bill. These are two different types of documentation and the service statement I received shows what we had agreed to. No where on there does it disclose any information about how early termination fees can be applicable to my account for the promotional BUNDLE I agreed to. Those installation fee terms and early termination terms are stated simply as a $0.00. with no other indication on my service agreement. 
Kind regards,
[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  I'll accept the outcome but his response is all eye wash.                        As I said I'll accept the end result as they did fix my bill as what lit will be going forward .However his response is all eye wash as I was never notified.!!!!!!!!! I don't appreciate being called a liar. I do know whee I live in the county!  Their customer service is terrible, and they won't let them do anything to solve a problem. Now they changed their mailing address for billing starting the 16 of June 17 and I just get a statement today July 18 17 telling me of the change. Seems they need someone higher up to see this kind of problem doesn't happen.  Next they'll   be sending me a notice that I didn't pay this months bill which I sent the 14th of this month .Time will tell on all counts! [redacted] G [redacted]         th3y

[redacted]Having looked into your account, we saw that the tech did report water damage to us the day the equipment was picked up. We have it in his notes and ours that the equipment was checked, as all equipment is, and found damaged. Our techs are trained in how to assess the equipment and...

are the final say on whether there is an issue or not. Under our terms and services, we state that only a technician is  allowed to install, modify, or remove our equipment. Those terms can be found at our website, at the bottom of the page under information -- broadband terms. We also have on record a call on the 22nd of July where we explained the charge that was place on your account on the 15th of July. Given this information the 300 dollar charge to your account is valid.[redacted], Escalation Representative

Dear [redacted], Thank you for your response. We hope to provide further clarification regarding your concerns. Per our original response, it does not appear that our company picked up the missing equipment mentioned in your complaint. While we cannot say for certain what happened, we do not remove equipment without prior notification, and would not remove equipment from a location with an active account. In addition, we will not terminate services unless requested or in the event that an account has reached a delinquency status of 75 days or more. It is not our policy to remove equipment without notification. The terms of the contract guarantee the agreed upon service plan pricing for two years. It does not guarantee any promotion in the event the account is modified. While we apologize for any miscommunication regarding this, we are unable to apply inactive promotions to an account. Again, thank you for being a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Dear [redacted] Thank you for contacting us through the Revdex.com so that we may address the issue of potential damages and our Early Termination Fee.   We have a damage report from the damage done at your property on October 17, 2017. In the report from the Area Field...

Supervisor, he indicates that our technician damaged some PVC pipe and temporarily fixed it using tape. In this report he indicated that the cost to repair the damage would be between $25.00 and $50.00. We sincerely apologize for the damages to your home.   We recognize that there have been concerns with the service you have been receiving. We apologize for any frustration this has caused. We value you as a Rise Broadband customer and wish to honor your request to cancel the account without penalty. Please call us at 844-411-7473 and speak to one of our customer care professionals so that they may close the account and arrange a time for our technicians to come and remove the equipment from the home. Thank you for being a valued Rise Broadband customer.   Christine P. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Ms Roeser,Thank you for your concern regarding slow speeds. We apologize for the impact that the slow speeds and service plans are causing.We are striving to always improve the performance of our Access Point-Tower and matching the services to the customer needs.We are...

pleased that you have accepted our 1 months service credit. The service credit will be 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

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. Per our records, a refund amount of $34.71 was processed on 9/2 and subsequently mailed to [redacted] on 9/14. The refund...

may take several days to arrive as it is sent via USPS. Refund checks are issued within 4-6 weeks of equipment pickup. We were unable to complete this equipment pick up until 8/29, which caused a delay in the check being issued. We apologize for any inconvenience. We will be unable to provide the request of interest at a 5% rate. The full check amount will be the aforementioned $34.71. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. In regards to your service, the last time we received a call regarding slow speeds was on 5/31/2016. At this time, you reported having a 4.75 Mbps...

download speed, which is well in range of the current 5 Mbps plan you are on. If you are interested in upgrading your speed plan, we offer up to 15 Mbps in your area. Please note that all upgrades and service connections are line of sight permitting due to the nature of the service.  An additional call was made on 8/10 regarding intermittent connection; it appears that the problem was resolved while on the phone with our technical support representative. The aforementioned call was the last we have received regarding your connection. If you are experiencing issues, we suggest calling in to our technical support line at [redacted] in order to troubleshoot. The decision was made to offer our PC Care service as an added benefit in which many have found to be a valuable option; we do recognize, however, this is a service not everyone will maintain. A letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a 2 (two) month free trial period. This trial is also communicated on customer statements, which are visible at any time at www.risebroadband.com via the Billing Portal. Within the initial 60-day trial period, customers may utilize the service free of charge or contact the Call Center to have the plan removed from their services. After the plan is removed, the customer will not see a charge associated with it. Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services as of 9/21. You will see no charges for this going forward. Thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted]...

[redacted],                                  �...⇄ March 30, 2016      Thank you for contacting Rise Broadband concerning PC Care. It is noted that you called in yesterday, March 29, 2016, and had the service removed from your account. You will no longer see this on your billing statements or accrue any charges for it.      Rise Broadband introduced PC Care as a convenient way for customers to have access to two months of PC support as a free trial offer, followed by an affordable option to maintain it if you chose. We are gradually rolling this out to all customers and we greatly value your feedback on the matter, as this helps us understand how it is being received. It was presented in an effort to provide the service to those who find great value in it but otherwise would not have known to “opt in”, thus giving everyone the opportunity to take advantage of the service during the free trial period. Many have found this service to be very helpful and affordable, but we do understand this is not for everyone. Our customer care team makes opting out of this feature an easy alternative for those who decide the service is not something they wish to utilize. Again, we sincerely appreciate your feedback and we will take your suggestions into consideration. Thank you for being a valued Rise Broadband customer. [redacted], Rise Broadband Escalations Representative

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 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: We are sincerely sorry for the level of service that was being...

provided, we understand that because of the interference issue that was later discovered, the speeds were less than optimal. We appreciate the opportunity that was given in allowing us to send a technician one more time, in hopes of improving the signal. Unfortunately, that was still going to be less than optimal, therefore helping us conclude that the decision to cancel the account would not result in the $220.00 early termination fee. In light of your concerns we have refunded one month of service (excluding taxes), as well as the installation fee for a total refund in the amount of $ 105.00. Rise Broadband recognizes that the speed issues experienced were issues outside of control. We sincerely hope that this response resolves the matter, and thank you for having been a valued Rise Broadband customer. Kind Regards, [redacted] 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.
Sincerely,
[redacted]

Dear...

[redacted],                                  �...⇄ August 11, 2016   Thank you for submitting your concerns to Rise Broadband through the Revdex.com. We appreciate the opportunity to address your concerns.   On August 8th, 2016 we dispatched a technician to your property to evaluate your connection. He realigned your radio antennae and obtained the best signal he could at that time. Additionally, our area network supervisor is working to reach a resolution for realignment of your connection to one of the new towers within the area.     We have applied discount of $10.00 off for the next three months as a credit for the inconvenience.   We hope that this helps to alleviate some of your concerns. We appreciate you being a Rise Broadband customer and look forward to providing you internet for years to come. Again, thank you for contacting us regarding this matter and allowing us to address your concern.   Thank you, [redacted] Escalations Specialist

Dear [redacted]      Thank you for taking the time to address your concerns with the Revdex.com so that we may look further into them and provide assistance and/or clarification.      After a review of the account, it is noted that a call was placed on June 10th to...

cancel the account due to reliability and financial concerns. Our retentions agent offered various options to lower the monthly bill as well as the option speak with a technical support agent in regards to your service, both of which were declined and the cancellation was made final.      Currently the final balance on the account is $111.00, and we unfortunately will be unable to remove the total amount. We show that your account was active until June 10th, when the cancellation call was made. We do apologize for any miscommunication, but we do need the account holder to call in, in order to have the account cancelled, as this is how we verify the account is being accessed and cancelled by the owner. We do, however, understand the confusion and would like to offer a $48.69 credit that will bring the final bill down to $62.31. We understand this is not completely what the desired resolution is, but again, the account was active until June 10th.  We do give a 90 day grace period for these final payments to be made.      We greatly value your previous service with Rise Broadband for your internet needs and would be more than happy to welcome you back, should you choose to utilize our services again in the future.   [redacted], Escalations Representative.

Dear [redacted]...

[redacted]                                   ...⇄ July 14, 2106 Thank you for contacting us regarding the issue of not receiving your Roku. This has to have been very frustrating for you and we certainly apologize and I am not entirely sure why this did not happen. I looked into it and found that it was mailed on July 7, 2016 and you should have received it by now. I am currently looking for the shipping details, but do not have them at this time. I will check with you in a week or so and insure that it has been delivered. At this time I have no explanation on what held it up for so long, but we certainly do apologize that it has taken this long to get this issue resolved for you. I apologize for the long delay and appreciate your patience while we worked to get this matter resolved. Thank you very much, [redacted], Escalations Specialist, Rise Broadband

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

Complaint: [redacted]
I am rejecting this response because: This is the exact same scenario I've received every time I've contacted Rise. I get passed off to tech suppor., I have to make myself available for a tech to come to my house only to be told that my equipment is fine, and there's nothing more they can do.    I have made several more calls to rise than what you're indicating and I can tell you for a fact EVERY technician, both over the phone and in person, have told me it's not the equipent on my end.  Having another technician come out and change a part just to pretend you're doing something to fix your problem isn't really addressing the problem, it's patronizing the customer (me).
Sincerely,
[redacted]

Dear [redacted], We sincerely appreciate you taking the time to bring your concerns to our attention, in regard to your Rise Broadband Internet Service. Thank you for reaching out to us with your concerns regarding speed levels, network performance, PC Care and Early Termination Fee (ETF).  We...

appreciate you affording us the time to have a service technician out to your location on November 1st. We did follow up with a phone call to verify that the service was performing to your expectations.   We were pleased to learn that the service call successfully resolved your previous connectivity issues.   We have removed PC Care Support from the account. You should not be seeing any charges associated to your account going forward. We have applied a credit of $17.98.Unfortunately, as we have discussed, we are unable to waive your Early Termination Fee (ETF) if you elect to move to another provider. We have provided a copy of your email order noting the services for the residential 5 mbps plan, to include the 2 year contract. The 2 year service agreement information is also referenced on your monthly statement. In addition, you weren't charged an installation fee.  We sincerely hope this information provides clarification on your concerns. We value you as a customer and sincerely appreciate your continued support and service with Rise Broadband.  Kind Regards,     Jerry, Executive Services Representative Rise Broadband