Rockbridge Global Village, Inc.

Review: Installation of fiber optic was to be a total of $840. $420 was paid immediately and the additional $420 after proper installation. The installation is not properly installed. Interior Wires are exposed to outside elements that shouldn't be and materials used are meant for interior use and were painted red. The installation was one year ago. It was not completed properly and I called and emailed Rockbridge Global Village about my concern of not only the terrible appearance of the improper fiber optic installation but also my fear of corrosion to the fragile interior yellow wires that are exposed to the exterior weather elements. I talked to and emailed Rockbridge Global Village to explain how I was dissatisfied with the service installation. I also sent PICTURES of how horrible the installation is. I also explained if I paid for that terrible mess and then the wires corroded due to be exposed to the weather, I would have to pay for additional service. Mr [redacted] that possible larger holes would be required and that he would contact installers and for me to enjoy the fiber optic. This was in February 2014. I have paying for monthly service but no body ever fixed the horrible installation. I received a bill for $420 plus interest of $73.46 on Thursday, October 23, 2014. I immediately called and explained to [redacted] at RGV that installation had never been corrected and that I was very upset that they sent another bill and also added interest when the improper installation has never been fixed!Desired Settlement: Finish with proper installation that looks appropriate and works correctly and remove interest charges because it wasn't my fault it wasn't properly installed. My house is very long and I can barely receive full strength on one end of my house. I was told by the installers it would be no problem. If they refuse to make proper installation, I would like the billing to be reversed also with a written guarantee that if the outside wires corrode and/or break the fiber optic connection that it would be repaired and replaced free of charge. I have had two contractors look at the installation. They both said improper materials were used and it looks horrible. Anybody can tell that this is not the proper way to do the fiber optic installation.

Consumer

Response:

Contract was with RGV

Business

Response:

In response to the complaint from [redacted]. In October 2014, I sent an invoice to [redacted] for the remaining balance due on her account plus a $73.46 finance charge. (The balance was due when the work was completed.) At this time, she contacted the Revdex.com. Prior to October 2014, the last time we heard from [redacted] regarding the installation was on February 07, 2014. RGV did not do the work, however a third party contractor (in no way affiliated with RGV other than for payment) did the installation. I understand via emails and pictures from [redacted] that the installation was not done to her satisfaction. It was RGV’s understanding that the contractor returned to her home and finished the work (therefore RGV paid the contractor the remaining balance due on the installation); apparently the contractor never returned to fix to her satisfaction. However, until I sent the invoice to her for the remaining balance due on the account, I hadn’t heard from her since February 07, 2014. The contractor has returned to [redacted]’s home and corrected most of the issues she had with the installation. It is my understanding there is a faceplate that needs to be installed and I have tried to make arrangements between the contractor and [redacted] numerous times but there has been scheduling conflicts. I will again try to schedule the contractor to go back next week (week of December 15, 2014), preferably after 4pm (when [redacted] is off work), to correct the issue with her fiber installation.Had we been notified between February 07 and October 23, 2014 that there was still a problem, we certainly would have resolved it by now. Please let me know if you have any questions.Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied until the following complaints are taken care of:I spoke with [redacted] and nobody ever contacted me after they said they would in February. They billed me without checking on the status of installation although they said they would. I was billed by RGV and they hired the contractor so they are responsible for the installation to be correct I would like the following to be taken care if immediately. 1. Faceplate on inside of house properly installed. 2. Hole on top of plastic pipe outside to be covered so rain, ice, etc will not be inside and freeze plastic pipe and harm fiber optic wire. 3. Red Paint removed from brick that was applied to my brick home during improper installation. Please attached pictures.

The fourth picture is the first improper installation. I agree to pay the remaining $420.00 with no interest after proper installation because it is not my fault it was not installed properly. They keep telling me that [redacted], the installer, will come on a certain day but then they reschedule. I want this taken care of by December 19. I don't want to keep waiting. It's been too long. I don't want any problems. I just want the installation completed in a week if that is possible. I'm afraid if it's not completed properly, I may have problems down the road. I contacted [redacted] from RGV after Revdex.com contacted me yesterday to tell her they were getting ready to close this complaint unresolved. I just want to do the right thing. Thank you.

Regards,

Business

Response:

The work has been completed to the satisfaction of [redacted] and payment in full has been made.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you!

Regards,