Royal Vending Distr.

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory If they provide the upgrade to my internet service like they mentioned in their solutions They state that their going to upgrade the antenna , but If my service upgrade is also included for free no added charges '[' My services ] like they said in their reply I am willing to close the complaint if Bertram comply's as promised Regards, [redacted]

We did send an email to the prospective customer on 9/20/to the email address listed in the lead account informationWe have resent it and request that the prospective customer please check their spam or junk folders for an email from [email protected]

We did relocate our customer's equipment on 10/21/which has improved his signal dramaticallyWe called and spoke to our customer after the service call to confirm that the service was working to their satisfaction.Unfortunately we did experience a brief tower outage on 10/25/and had it fixed in under hoursWe will continue to check in with our customer to ensure the service is working to his satisfaction

We appreciate the fact our customer has been with us for many years and have provided him with the service he signed up forAlthough our customer has complained about the speed in his complaint, he was on the same 1.5Mpbs speed plan the entire time he has been with usOur customer needed a new power supply in June and while in the office, had a conversation with us about the Freedom service which provides plans up to 25MbpsHis son is a gamer and on a 1.5Mbps speed plan, that can definitely cause speed issues at timesOur customer stayed on the same speed and didn't want to upgrade with usOur customer was still able to average 68GB of data month and while we do not bill for usage, it is an indicator that the service was performing well, especially on a 1.5Mbps speed planOur customer called in in September to cancel since he had gone with another provider and was told about the $early termination fee and day letterOur customer didn't want to pay the amount up front and decided to keep us through the end of his contract date of 02/12/Our customer called in again on Jan 5th and was told about our Freedom service with higher speeds, but he wasn't interested as he had switched in SeptemberThe equipment pick up fee and day letter were discussed and our customer said he would send in the letter and the equipment himselfOur customer called in again on Jan 8th upset about the contract, the pick up fee and the day letterHe wanted either the last month free or the pick up fee waivedThe phone tech support member said he would find out but was hung up on before he could do soWe appreciate his comment in the complaint about not "being the nicest of people" since there was some swearing on the phoneWe understand our customers frustration but the day is necessary to have the cancellation in writing from the customer, the $equipment pick up fee is for the mileage and labor to climb up and retrieve the equipment and the contract terms and cancellation procedures are on every monthly bill and receipt; " Payment can be made through the customer portal at https://powercode.bertramwireless.comPlease contact us for login informationBY PAYING THIS INVOICE YOU HEREBY AGREE TO THE CONTRACT AND USAGE POSTED AT WWW.BERTRAMWIRELESS.COM THE SERVICES AGREEMENT SHALL AUTOMATICALLY RENEW FOR A SUCCESSIVE ONE-YEAR TERM UNLESS YOU PROVIDE WRITTEN NOTICE DECLINING NO LESS THAN DAYS PRIOR TO EXPIRATION OF TERM."We will perform the equipment pick up at no cost since our customer couldn't get the equipment down safely, and will not bill for the final month of the contractOur customer has paid $since August, and although this is not the $early termination fee, we think this is a fair trade since our customer has been with us so longIt is unfortunate that this became a frustration for our customer especially when we had faster plans available on his current equipment throughout the entire time he was with us and had the Freedom high speed available in his area since early

Our customer has had service with us since June of He has been on our basic 768K X 256K speed plan until 10/13/15, when he tried out our 2M X 768K speed planIn July 2013, we tried to upgrade the equipment to a different frequency capable of higher speedsThis was not successful due to line of sight obstacles; the existing 900mHz equipment was built to penetrate these more effectivelyIn December we applied a $monthly discount for a one year period which expired in December Our customer has an annual contract which renews on June 11thOn 04/12/we sent our customer a notification that his contract would automatically renew on 06/11/unless he contacted us to cancel serviceWe received several calls in October from our customer with speed issuesWe sent out a tech and waived the $fee for a service on 10/06/to make adjustments to improve the serviceOur customer's account was due to shut off for delinquency on 10/13/for non-paymentWe applied a grace period through 10/16/for paymentThis was not made and the account went delinquent on 10/16/Our customer did pay on 10/18/and we removed the $late feeOur customer was still experiencing issues so we again sent a tech out, waiving the $fee again for a service call on 10/20/Our customers stats were improved, but there was still some interference occurringWe are still looking at identifying the source of the interference to see if we can make adjustments to avoid the frequency being affectedOur customer has used an average of 22.5GB of data per month over the last year on the slower 768K plan.Our customer used 18GB of data in OctoberThe service has worked within the confines of the speed of the plan and the 900mHz antenna equipment necessary due to tree coverage until recentlyWe have sent out techs for service calls to try to eliminate our customer's service issues and are still working on this nowWe are willing to wipe the balance owed on our customer's account for November and December service and release him from his 06/11/contract and waive the $early termination feeWe will also pick up the equipment and waive the $pick up feeWe are actively working on finding a solution to the interference issue our customer has been experiencing and will continue to do so until it is remedied

We have contacted all customers in the same manner that would be effected by the discontinuing of services in certain areasIt was explained to them that the service would be provided until November 30th 2017, and that we would decommission services on November 30th or sooner if all effected
customers where movedOnce we have all effected customers removed from our services, our sites will be shut downWith that being said, we reviewed this customers account, it is said that his current email address provided by us is still actively being usedWhile we cannot provide a physical refund to customer we have credited his account with us for email use of $We have sent email to customer stating this refund plan

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am concerned because I only received one voicemail from the company which I returned back in AprilI also have not received any emails as statedI do not understand why they do not try to contact via US mail service which could even be sent certified
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it
before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I spoke with our customer on 10/13/- We have come to a mutually agreeable understanding and our customer is upgrading to our new Freedom service

Our customer had a service call scheduled for today (06/01/15) from the tech support call they placed on Saturday (05/30/15)Customer has agreed to trim some trees, which will affect signal, especially after heavy rainsI contacted the customer before and after the service call and have given the
customer my direct line in case there are ever any further issuesWe did comp the cost of the service call and the customer is satisfied with our efforts at this time

The prospective customer contacted us in Dec regarding service at their locationHE said he could see the tower with no obstructionsWe sent a Field Tech out on 12/18/who advised a roof mount with a tripodHe was told the roof mount would not be an option as the owners did not want it
on the roofThe survey at that time passed for our 900mHz service but not our high speed serviceThere was no charge billed for the site surveyThe prospective customer’s information was passed along to a third-party contractor who builds residential towersOn 01/22/one of the owners called in to our tech support deptto verify the height of the tower needed our tech stated that “40-45’ should work, as always we can’t always 100% guarantee that our elevation profile is absolutely accurate but does generally give us a good idea.” The tower was built and we sent a Field Tech out to do the installHowever the tower was not high enough to provide our prospective customer with the high speed serviceThere was no charge for the Field Tech laborWe sent another Field Tech out on 07/14/to see if there were any other options since due to its location on the owner’s property could be raised any higher since it would need guidewires for supportOur Field Tech was able to get a signal on our 900mHz antenna but the 1.5Mbps speed was not sufficient for our prospective customer’s needsThe prospective customer called in and said they were going to pursue a lawsuit regarding the towerWe contacted the tower builder contractor since no money had changed hands with us nor had we signed a service contract with themThe tower contractor offered to remove the tower and refund them for the parts usedThe owners consented to this and the tower was dismantled and removed with a refund for the parts from the tower contractorWhile it is unfortunate that we were unable to get service for the prospective customer, we never charged for any of the Field Tech visits and there were no financial transactions between them and our company and their account was never activated beyond Pre-Install statusWe are always expanding our network and increasing our service area and we hope to one day be able to provide our high-speed service in the immediate vicinity of the prospective customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.When the tech came to the site we were told there was no signal, then later found out they only tested for high speedWe had them return & test for any signal & again we told there was zero signalWe at no point were ever told there was a signal of any SortAgain, as previously stated we were told the solutions offered would workI'd like the transcripts or recordings of the calls as our understanding & their response does not match
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Shane ***

We have not at any time
breached our contract; our speeds are defined in our contract as:"THROUGHPUT RATES Provider does not guarantee that Customer will
obtain the Maximum Throughput Rate for the Services at any given time or on a
continuous basis. The Throughput Rate experienced at any time will be affected
by a number of factors, including the nature of the Internet and its protocols,
our facilities, the bandwidth Provider devotes to carriage of protocol and
network information, the condition and configuration of our Equipment or
Customer Owned Equipment at Customer’s location, whether Customer uses an
in-home Wi-Fi network (which can significantly limit the Throughput Rate
obtained by devices attached to it), Provider’s use of Network Management Tools,
data volume and congestion on Provider’s network and the Internet, the time of
day Customer is using the Services, the performance of the website servers
Customer attempts to access, and the priority, if any, Provider gives to
business subscribers’ data traffic and specialized services Provider delivers
using Provider’s equipment."Our customer’s contract
expires yearly on 06/21 and he has had the option to not renew his contract
with us every year and has not done so.Our Contract Termination policy
is defined in our contract as follows:“TERMINATION Per
the accompanying Services Agreement, Services shall automatically renew on an
annual basis on the month and day that initial service was activated, once the
initial contract term has been fulfilled, unless Customer provides written
notice of termination no less than 30 days prior to expiration of the term.
Provider shall provide written notice to Customer of such automatic renewal at
least 30 days but no more than 60 days prior to the scheduled effective date of
the automatic renewal, and such automatic renewal notice shall be sent by
Provider via e-mail to the Customer’s designated home or business e-mail
address. Termination notices must be sent by Customer via email, fax, or U.S.
Mail to Provider’s then current address as published on Provider’s website
and/or set forth in the Agreement; in addition, all equipment and software
furnished by Provider to Customer must be returned by Customer to Provider
within 30 days of expiration of the term; failing the same, Customer shall
continue to be charged his/her/its monthly fees for all Services. In the event
of early termination (prior to expiration of the term), Customer shall be
charged the greater of an early cancellation fee of $250.00 or the balance due
(based on Customer’s regular monthly fees to be assessed) for the remainder of
the term. All cancellation fees including pick-up, damaged radio, early
termination, and late charges will be automatically charged the credit card on
file.”

We are certainly concerned by the trouble this customer has experienced through business with us. I have looked back at our records and it was indicated that communication has been delivered to the customer. There has been three voice message left with the customer between April and May concerning...

balance due. We also send emails every month informing our customers with their billing status. Customer has been paying their bill every month through their customer portal provided by us for over two years. Last payment was received in March 2017. I will be reaching out to customer and hope for a better outcome.

Our customer was originally on a 1.5Mbps by 384Kbps plan for $32.45 a month. This was increased at the customers request on 7/21/2015 to a 3Mbps by 768Kbps plan for $42.45 a month. The attachment is a snapshot of the speed settings for our customer. The settings show a 3Mbps download and 800Kbps upload. Our speeds are defined in our contract as: "THROUGHPUT RATESProvider does not guarantee that Customer will obtain the Maximum Throughput Rate for the Services at any given time or on a continuous basis. The Throughput Rate experienced at any time will be affected by a numberof factors, including the nature of the Internet and its protocols, our facilities, the bandwidth Provider devotes to carriage of protocol and network information, the condition and configuration of our Equipment or CustomerOwnedEquipment at Customer’s location, whether Customer uses an in-home Wi-Fi network (which can significantly limit the Throughput Rate obtained by devices attached to it), Provider’s use of Network ManagementTools, data volume and congestion on Provider’s network and the Internet, the time of day Customer is using the Services, the performance of the website servers Customer attempts to access, and the priority, if any, Providergives to business subscribers’ data traffic and specialized services Provider delivers using Provider’s equipment."This was a speed increase on the same equipment with the same streaming limitations and not an upgrade to our new Freedom 450 equipment which has been designed for HD streaming capabilities. We were not able to upgrade the tower that services our customer to our Freeedom 450 equipment. We have purchased land and are in process of building a replacement which we will have ownership of. We anticipate completion of this tower in the next few months as the base foundation has already been completed. We want to work with our customer and will either let them out of their contract with us or work with them to get them a free upgrade to our new equipment as soon as the tower is complete.

We did relocate our customer's equipment on 10/21/2016 which has improved his signal dramatically. We called and spoke to our customer after the service call to confirm that the service was working to their satisfaction.Unfortunately we did experience a brief tower outage on 10/25/2016 and had it...

fixed in under 3 hours. We will continue to check in with our customer to ensure the service is working to his satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Bertram & their sub-contractor are taking no responsibility in this issue. Both are pushing back to us as the consumer saying we are responsible for following their guidance. We requested a verification of services & we were told it was not necessary. Based on their guidance we moved forward. As a consumer, why wouldn't we follow the advice of the company and their contractor saying a test was not needed? Furthermore, Bertram's sub contractor told me personally in a phone call that he would refund us in full. However when he completed the removal he did not refund us for labor and in fact tried to charge us additional labor. This is entirely unacceptable business practice.Regards,
[redacted]

I called customer today and left a voice message letting him know that he should see a refund on the card used in January. No other payments were collected after that.