Rise Broadband

Dear Renee Recxford June 2, Thank you for submitting your concerns to Rise Broadband via the Revdex.comWe sincerely appreciate your feedback and for allowing us the opportunity to address your concernsRise Broadband’s cancellation policy is that we need the customer to call us and verify all the information on the account before we can close the accountThis is done to protect our customersWe need to verify that the account is not being closed by an unauthorized partyIn the chat conversation included in this complaint, you identify yourself as “ [redacted] ”, which is not the name on the accountThe only name on the account is [redacted] Because the chat representative could not positively identify you as the owner of the account, they took no actionsThis is Rise Broadbands policy and it is done in a measure to protect our customersAgain, we will state our We have a recorded call, made on April 1, In this call, it is stated that you want services turned off the 24th of AprilThe representative made it clear, on several occasions, that you would need to call in on the day you want services cancelledThis was not stated once, but several timesThe representative offered to transfer you to our Solutions Team, and you stated “I’d rather just talk to you”The representative said that was fine, and again stated you would need to call back on the day you wished to cancel serviceIt was made abundantly clear on the recorded callAs previously stated, we apologize for the inconvenience, but as noted in the call on April 1st, clear and complete information was providedOur agent clearly advised that it would be necessary for you to call back on the date you were wanting the service cancelledFor this reason, we are unable to back date the closure, nor extend any credit to the accountThe balance will remain on the account Thank you for having been a valued Rise Broadband [redacted]

Dear [redacted] Thank you for contacting Rise Broadband with these concernsOur goal is to provide fast and reliable internetWhile we do make every effort to maintain the speeds customers are paying for, due to the nature of the equipment we are unable to guarantee full speeds for all customers When you were told that Rise had no intention of upgrading the towers that was not an accurate statementAs we continue to grow and have more users on these towers, of course we will be making changes and improvements As of today we see days of uninterrupted connectivity I also see a bill credit on your account in September for some connectivity issuesPlease know that we are making every effort to provide you with the best internet experience*** Escalations Representative

Complaint: [redacted] I am rejecting this response because:There has been NO documentation or disclosure of this fine print up to this dateI 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 breachedYou 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 forOur installation fee normally $ 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 $amount for install is on the SAME "statement of service agreement" as the $early termination fee for the SAME promotional packageWouldn't this all be one package deal that we agreed to, or at least disclosed on the statement of servicesOf course there shouldn't be charges on a statement of servicesThis 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 accountThe 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 breachedHard 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/contractThose are important terms that need to be disclosed in my initial contract and all you have provided is a "job receipt." Also MrDavid, you are trying to correlate a service statement and a billThese are two different types of documentation and the service statement I received shows what we had agreed toNo 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 toThose installation fee terms and early termination terms are stated simply as a $with no other indication on my service agreement Kind regards, [redacted]

September 18, Dear [redacted] , Thank you for contacting us via the Revdex.comWe are pleased to be able to communicate with you regarding this issue We are unsure why there was any possible difficulty regarding the cancelation of the accountWe certainly apologize for the inconvenience or stress this may have causedThe account was closed retroactively and appropriate credits were given, dating back to July 5, Upon review of the account, it is noted that all charges were reversed and refunded, leaving a balance of $Due to the inconvenience and frustration this may have caused, we have credited the account so that it now has a zero balance Any future billing statements will reflect this zero balance We apologize that there were issues encountered during the cancelation of this account, although now all issues referenced have been resolved Thank you for having been a valued Rise Broadband customer [redacted]

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 clarificationOn 3/12/an email was sent confirming your request for serviceThis was sent via the email: [redacted] [email protected] email contained complete information of services orderedA copy of that receipt has been providedUnder Digis, signatures were not required The rate increase was communicated to all customers via their billing statements as well as being posted our website in November for public review prior to taking effect in December The information regarding price and 2-year contract are printed on your billing statements each monthA copy of this has been provided as wellWith all 2-year contracted agreements, a 30-day trial period is extended with a money back guarantee if service is cancelled within that timeframeA call to our contact center would have resolved this specific concernNotification of the PC Care plan was again relayed on your monthly billing statement and our websiteThis plan began as a 2-month trial period at no cost to the customerYou do have the option of opting out of this plan by contacting our Call CenterYour billing statement includes the details of your service, fees and taxesYou 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 BroadbandWe 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, ***, Escalation Specialist Rise Broadband

Complaint: [redacted] I am rejecting this response because:What your are doing is, if not technically illegalhighly unethicalWhat is not in dispute is that you are adding a charge to your customers' bills without their consentThat is the fact - no matter how you try to dress it upThe further fact that you stand by this decision is even more troublingI have submitted a complaint to our Attorney General's office here in Colorado and have begun contacting others online who have been the victims of this scamWe intend to prevent you from continuing the defraud Colorado residents in this way Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/10/08) */ Date 10/8/ Dear [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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, at the time of install there was an amount of $that was dueThere was a payment of $processed on your account March 5th and as a courtesy we waived the install fee in the amount of $on March 15thIn May and June there were $worth of credits assessed to the accountThe final invoice on the account reflects a total amount due of $ Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 / [redacted] (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 recievedI had working 5mbts service for two months that's all I should owe, but they charged me for 20mbit serviceThey gave me partial credit on the month that I didn't get any working internetThey 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 / [redacted] (1000, 14, 2015/10/09) */ Date 10/9/ Dear [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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 balanceAs of right now there is nothing owed on your account Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 / [redacted] (2000, 16, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for making this right

Dear [redacted] ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning the slow speeds being experienced and we hope to provide a satisfactory response to your inquiry Rise Broadband sincerely apologizes for any inconvenience experienced while the slow speeds are experiencedWe are not intentionally slow down the speeds we provide to our customers for any reasonThe congestion on our network that is causing the slow speeds is being investigatedWe believe we have isolated the issue and are reviewing solutions to correct the issue and remove the congestion on the networkAfter speaking with the Area Network Supervisor, this issue is currently being worked by our Network Engineering team and we will hopefully be able to provide an estimated timeframe for when the issue will be completed soonHowever, at this time we are not able to provide a specific timeframe for when the issue will be resolvedIn light of this, we have provided one month of service credit, $59.95, to the accountIn addition to this, we have provided a Temporary Service Discount as well, which normally reduces the price of the service by $per month for monthsHowever, in this case we have provided the credit as a lump sum, bringing up the credit to $89.95, not including previous credit providedThis credit will post to your account within the next one to two business days We sincerely hope this information provides clarification regarding your concernsThank you for being a Rise Broadband customer, and for your time and patience in this matter [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 11101386, and find that this resolution is satisfactory to me however I expect that my service be consistent with no down time from now on Sincerely, [redacted] ***

Dear [redacted] ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsOur records show that $was refunded to your account after the removal and backdate of our PC Care servicesThese services were offered as a two-month free trial, which was communicated via physical mail, email, and on customer statementsAll 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 $monthly chargeThe aforementioned refund was put towards the outstanding balance on the account, which is currently $The verbal two-year agreement was entered upon installation on 10/13/Due to this agreement, the installation fee of $was waivedAt no point was the account on a month-to-month agreement with us, and we apologize if this was not properly communicatedWhile 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 PortalWe have included a screenshot of your latest statement as an examplePer our Terms and Conditions, any two-year agreements canceled prematurely will result in an early termination fee of $or the remaining cost of the contract, whichever is lessUnfortunately, this fee is ineligible to be waived and will not be removed from the accountThank you for having been a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

Dear Mr [redacted] , Thank you for your inquiry regarding service levelsThere is connection and we show that service is being provided to the up to speeds for your areaThis is how our plans are offered and communicated to customersI have reviewed the service ticket that you provided usUsage at the access point can be high at certain times of the day like 6pm to Midnight and on weekendsThis affects all usersOther times of the days service is very favorableOur technicians will continue and monitor the performance and will make the necessary adjustmentsWe do welcome you call our office at 1-844-411-to engage our Tech Support team to perform additional troubleshooting for your particular service.We thank you for being a Rise Broadband customerKind Regards, ***, Escalations RepresentativeRise Broadband

Dear [redacted] , Thank you for contacting Rise Broadband via the Revdex.comWe sincerely appreciate the opportunity to address your concernsWe’re sorry to hear that you’ve been having issues with your serviceOur records show that on October 26th, 2016, you elected to move from the Mbps speed plan to the Mbps planDue to ongoing issues at the tower site, we have discounted your bill by $per month for the next three monthsIn addition, it appears that you may be eligible to be moved to another tower in your areaIf you are interested in this option, please contact our technical support department at [redacted] and they would be more than happy to assist youPer our Terms and Conditions, which are viewable at any time at www.risebroadband.com, in the event an account is canceled before the end of a two-year agreement, an early termination fee of $will be appliedIn this case, the contract will end on 9/21/If the account is cancelled prior to this date, the early termination fee will be considered valid and will not be waivedWhile we sincerely apologize for any inconvenience you have experienced with our service; we would encourage you to contact customer care to enable us to further explore your service options Thank you for being a valued Rise Broadband customerRegards, [redacted] , Executive Services Rise Broadband

Complaint: [redacted] I am rejecting this response because: I have not been able to do anything on my so called Internet for a week They don't let their techs know anything about what is going on And even with their policies, their "up to " speeds are not acceptable at mbs and less download speed The graph on all speed tests look like a silhouette of a mountain range with extreme peaks and low valleys This is not acceptable to me Sincerely, [redacted]

Dear Mr [redacted] We sincerely apologize we were not able to provide service to your location and that you had difficulty with billing issuesHowever, at this time your account indicates that we have refunded you for the $early cancellation fee on December 4, I hope this resolution meets with your satisfaction and wish you continued success

Dear [redacted] Thank you for taking the time to talk to me today regarding internet in your areaI am glad I was able to clear up any confusion on the speeds we offerThank you for confirming the address information so that I could look up the towers in the areaAs we discussed, the only towers available to service your location would be at the 5mb speed, but those come with a data cap and it sounds like that is not a good fit for your familyI sincerely apologize if this information was not communicated clearly to you by the service technician who was scheduled to do the installationI am glad that together, we were able to discuss the options available and explore what possible plans may work best for youAs I mentioned on the phone, Rise Broadband is always growing and looking to expand our networks, and there is a possibility that LTE may be available in that area in the not too distant futureI would strongly encourage you to check back with us in months or so and check if we may have faster speeds available at that timeAgain, thanks for your time todayIt was a pleasure speaking with youAll the best, [redacted] Executive Services, Rise Broadband

Initial Business Response / [redacted] (1000, 7, 2015/10/07) */ Date 10/7/ Dear [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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 am sorry for the issues that you had when trying to setup Internet Service with Rise BroadbandI have sent this request over to the Sales supervisor to have him reach out to you to see if you still would like our service Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 / [redacted] (3000, 9, 2015/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I submitted this complaint in early July It was summarily ignored with no response until October I do not accept your response at this time Final Consumer Response / [redacted] (4200, 13, 2015/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated previously, it cost me a day's vacation to wait for someone from Rise to never show up nor call to reschedule or anythingThis occurred at the end of June, beginning of JulyI filed the Revdex.com complaint at the beginning of JulyNo contact was attempted until OctoberNo apology was given for costing me a day's vacation with no contact for over monthsYour response is much too little, much too lateI do not consider you a reputable company due to the way you have treated my family Final Business Response / [redacted] (4000, 15, 2015/10/30) */ Thank you for your feedbackIt 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 sincerely apologize for your inconveniences and would gladly assist you in restoring your internet services with us in the future, should you change your mind

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 Although it does not completely satisfy me I believe they should have something in place to be able to change a plan back when it is done in error like this situation Sincerely, [redacted] ***

Dear [redacted] , November 30, Thank you for submitting your concerns to Rise Broadband through the Revdex.com in regard to the addition of the PC Care Support planWe appreciate the opportunity to address your concerns While we certainly apologize for any inconvenience this has caused you, Rise Broadband introduced our PC Care Support service to our customer base in response to a high volume of requests that we provide such a serviceAs we are a service provider to many rural and remote areas, many customers may not have access to a computer technology specialist within their local vicinity While we understand that the plan is not for everyone, Rise Broadband sought to inform all of our customers of the account changes that would be enacted via email and postal mailThe free trial was provided to allow customers to utilize the service and make the determination regarding their own accounts on an individual, case by case basis Due to the structure of our billing system, it was necessary to create our free trial for PC Care Support on an opt-out basisAgain, we sincerely apologize for any inconvenience this has caused youHowever, we at Rise Broadband stand by our decision to provide our PC Care Support option to our customer base We have noted that our representative previously provided a credit totaling $We have supplied another credit in the amount of $35.40, for a collective credit of $63.52, which was the total amount charged to the account for our PC Care Service from the time it was initially applied in April Thank you once again for bringing your concerns to our attentionWe sincerely hope that we have helped to provide clarification regarding your concerns [redacted] Executive Services Representative

Initial Business Response / [redacted] (1000, 14, 2015/10/26) */ Date 10/26/ Dear [redacted] Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe 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 We did go out and try to install service for you However, because of where the ridge line is and the trees we are unable to provide you with serviceWe are a point to point wireless service and if we are unable to get a good line of sight to our tower we will not be able to install serviceWe did talk to our tech and he cannot tell what trees to cut down, and you may have to put a 50' tower up and even then we still may not be able to get over the ridge lineWe cannot be liable for telling customer what trees to cut down Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe 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 / [redacted] (3000, 17, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company made a decision without reviewing the entire complaintA portion of the complaint was missing in error and submitted as a supplemental report after they posted their decision on 10/26/Please have them review the entire report before making an unqualified decision They formed their entire decision on an "assessment" from the technician in question, who is not giving truthful informationWe do not believe we had an adequate assessment and question his skills as a technicianHe claims he has documentation he was at my house to do an assessment, but the agency records show he was never thereWe were never given proof of an assessmentThere is no indication as to why he would not come out again or would have approached other methods to get service when other neighbors have been given increased attention and up to four assessments to get service They state they are trying to rectify the situation, but also stated there is nothing they can doThat is a contradiction They made no apology or attempt to rectify the fact we both missed four hours of work without pay due to their direction for us to stay home and wait for a technician when nobody was intending on coming in the first place They should have a more qualified and professional technician come to the house to adequately assess and document how services can be installed with or without cutting down treesWe deserve the same amount of service and attention others have been givenThey are too quick to write us off, and have not come out to respond to our questions and ability to work with themThere are no other service providers who give the same type of service, and we feel this type of monopoly has caused them to discriminate against those they work withIt is clear they do not like us as customers and are not willing to help us because they do not like us Final Business Response / [redacted] (4000, 19, 2015/10/30) */ 10/30/ Darren [redacted] , Today we had the supervisor out to your location, he states that he walked the property with you along with walking the adjoining neighbor's property that currently has our serviceHe was able to point out how the terrain and trees on another adjoining property prevents you from getting our service to their locationHe made a call to [redacted] while on site to see if they may be able to provide service to your location as you have a wide area that is open to the north of your propertyHe also gave you [redacted] information Thank you [redacted] Customer Care Supervisor XXX-XXX-XXXX Final Consumer Response / [redacted] (2000, 21, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for sending a qualified person out to our property [redacted] was great and took the time to answer our questions

[redacted] ***, We would like to thank you for your feedback and apologize for the inconvenience we have caused youAfter reviewing our account, we found the following information: As of 1/22/an update was completed on your tower, with the intention of resolving these speed issuesFrom here forward, the speeds should be back to normalWe are crediting your account in the amount of $as a result of the slow speeds for the last three monthsThis 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 serviceWe are also willing to drop you service plan down to the 10Mb plan to more accurately reflect your speedsWe again would like to thank you for your feedback as we are always looking for ways to improve***, Escalation Specialist