Solarus

This concern happened over two years ago so I have to review the complaint and respond based on facts and documentationI understand that Mrs [redacted] is not happy with the decision but based on the documentation on the account and the fact that we have already reduced the early termination fee she is responsible for the remaining balance on the account as stated by the collection agency

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 I would like to add to the response that we don’t accept their version of the eventsThey left out the first months of contacts/communications and the last month of contacts/communicationsThey only responded to the middle or basically what took place in JuneWe started with them in march( without much success-_weeks between them getting back) and to this day they are still billing us for commercial rate at the higher amountsThey said we agreed to a version of their offer in June but they left out the part were [redacted] had agreed to back date the billing at 39$ to my home installation and use of their product from may 1stWhen you read their response they admit that the reason we were not hooked up sooner wasn’t on us but because they hadn’t set up prep through frontier to get a line to my houseSo they admit it was there incompetence .please let me know if I could have done this in another space or if there was a place I could have responded other than this.presently dealing with phenomia ,side effect of my weak heart so I have to pick my moments Regards, [redacted]

I understand that it is difficult for people to remember a conversation that took place many months agoThat is why we document accounts, save forms and record phone callsThis documentation helps us to understand what truly took placeMs*** is clearly very upset about this situation and I
will do my best to help her understand what took place back in September of The allegations against my conduct that are noted in the narrative that Ms*** submitted are outright falseI was simply trying to explain to Ms*** what documentation we have about the situation but she was too upset to listenSeptember 12, at approximately 12:p.mMs*** called Solarus to order internet serviceIt is noted in the order that Ms*** agreed to sign a year agreement with Solarus to receive free installation and a month discount on her internet service rateIn order for us to apply the discounts, Ms*** needed to go online to Solarus.net/signup and fill out the contact form with her information, read the terms of the agreement, and check the box that she agreesMs*** completed that process on September 14, at 12:p.mSolarus received an electronic notification that Ms*** completed that and we applied the promotional credit to the accountThe internet service was installed on September 14, I have a recorded phone call between Ms*** and the sales rep where Ms*** verbally agreed to the year agreementIn the call the sales reps asks this question: Do you want to go with the year contract? Ms*** response: YesMs*** also gives the sales rep her email address to send the link to sign the agreement electronicallyBecause this is a public forum, I will not post the call where others can listen to itI would be happy to share this recorded call with Ms***We have offerings for internet service: $without an agreement + installation fee or the offer that Ms*** received by electronically agreeing to a year agreement of serviceThis afforded her the benefit of receiving a discountThe benefit totals as follows: $install fee waive + $credit for months + Free $x months = $value for agreeing to a year agreementIf Ms*** complaint is the agreement, as I explained in the phone call, we will bill back the value (as if she never signed an agreement) and terminate the agreementHer monthly rate will increase to $plus tax per month. Today, I will be sending the recorded call to Ms***'s email address so she may listen to what exactly was agreed upon in September

Solarus has no further information to provideWe have reviewed the complaint and offered a credit for days without serviceThat credit has been applied to the accountWe will make no further responses to this complaint

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
They claimed we were not home, when we in fact were home and no one ever came up to the door and knockedThey claimed they came out many times, which they did, but the issue(s) were never fixed or resolvedThey claim I owe for a NSF fee, which was resolved and no longer owedThey are trying to collect for the termination of contract fee but they did not deliver on their end of the contract at all and I was FORCED to get service elsewhere that is reliable because they could NOT deliver reliable serviceI owe them nothing and am paying them nothing furtherI sent letters for no further contact to both Solarus and the collection agency as the attorney instructed

This has been resolved via email between Ms*** and myself today

[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,
*** ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

At Solarus, we record all of our calls. After reading the complaint, I went back and listened to the call between Mr. [redacted] and the sales representative. This call took place on 8/12/15 at 11:13 a.m. Mr. [redacted] advised the sales rep that Charter was coming to install his service tomorrow (8/13/15)....

We placed a disconnect order through our vendor to disconnect the Internet based on that request. Mr. [redacted] did call us yesterday (8/13/15 at 10 a.m.) and request to have service until 8/20/15 but the order for disconnect was already processed and completed per his request. Now that the service is completely disconnected, what would need to happen is to reorder the service. The reorder process takes 5-7 business days based on the vendors availability to reconnect the service.I am sorry to hear that Mr. [redacted]'s new provider was unable to connect his service on the date they promised but Solarus only did what we were asked to do.

The Go Interactive button can have parental controls limit the content that is visible. The customer would need to perform the following steps on each TV in the home that is connected to the cable service:Using the remote control, push the Menu button > using the arrows, scroll over to Settings...

> using the arrows, scroll down and click OK on Parental Controls. You will need to establish a four digit PIN if you have not already. If you already have a PIN set up, simply enter the PIN. Once you are in the parental locking screen, using the arrows, scroll down to Adult Programs and press OK. Under Lock Adult Programs, press OK again. A lock symbol will appear. Using the arrows, scroll to the left and press OK on Save. Now, when you press the Go Interactive button, you will no longer see the titles or the movie covers. For more information on parental locking, go to the Video On Demand under Training. There is a short video that you can watch on parental locking. Please remember to perform these steps on each TV with a Solarus Set Top Box. Performing these steps on one TV will not lock all the TV's in the home. Thank you, [redacted]

The company made mention that I signed a contract in my home.  I did no such thing.  If by chance the company has doctored up some "contract" with my signature on it, it was done by the old "bait and switch method".  Ms. [redacted], the Business Manager, as she calls herself there at the company, has yet to provide me with any documented proof that I have either verbally or in writing consented to having the cost of my services increased by nearly double.  In her response to my initial complaint, Ms. [redacted] states that she would e-mail me a recording of myself agreeing to these services.  I have yet to receive that e-mail.....this recording does not exist and Ms. [redacted] is grossly dishonest and unethical.  I am entitled to know what the binding factors are of this "contract".  I truly, truly want to spend my hard earned money else where.  I hope the Revdex.com is smart enough to bypass Ms. [redacted] as she is obviously drunk with some sort of hyper inflated, self imposed power high.  I'm certain the CEO of the company would like to hear about her conduct and would like to know how badly I want to spend my money elsewhere.  This CEO is permitting his company to be run by a schiester.  Either provide the proof that I agreed to these so call stipulations or I am getting an attorney Ms. [redacted]!!!! I know, as well as you do, that no such contract either written or verbal exists so cut the act.

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.
It is obvious since, as someone from Solarus mentioned, this issue is over 2 years old, we are never going to agree on the matter. I have spoken to an attorney and stand firm in my view. There is to be no further contact or harassment as Solarus as well as any of the collections agencies they use have already been notified. I had been a very unhappy customer of theirs for years and would never be a customer of theirs again.Regards,
[redacted]

This concern happened over two years ago so I have to review the complaint and respond based on facts and documentation. I understand that Mrs. [redacted] is not happy with the decision but based on the documentation on the account and the fact that we have already reduced the early termination fee she is responsible for the remaining balance on the account as stated by the collection agency.

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.
I would like to add to the response that we don’t accept their version of the events. They left out the first 3 months of contacts/communications and the last  month of contacts/communications. They only responded to the middle or basically what took place in June. We started with them in march( without much success-_weeks between them getting back) and to this day they are still billing us for commercial rate at the higher amounts. They said we agreed to a version of their offer in June but they left out the part were [redacted] had agreed to back date the billing at 39$ to my home installation and use of their product from may 1st. When you read their response they admit that the reason we were not hooked up sooner wasn’t on us but because they hadn’t set up prep through frontier to get a line to my house. So they admit it was there incompetence .please let me know if I could have done this in another space or if there was a place I could have responded other than this.presently dealing with phenomia ,side effect of my weak heart so I have to pick my moments .
Regards,
[redacted]

Solar used has me extremely disappointed. Normally if you are facing interruption of service you get a call days ahead so you can plan to make a payment arrangement. This time I received no notice by mail at all nor did I get the message that was left for me until after they disconnected me. I explained to the lady I spoke to that I didn't get the message until 3 pm their time is 2pm. No compassion whatsoever. I am leaving town to visit my grandfather who I dying. I am so disappointed in a company that used to have a rave review from me. I would not recommend them to anyone at this point.

Review: We had signed a contract that was required by Solarus in 2011 that stated they would provide service(s) and should we cancel services before the termination of the contract there was a hefty charge. In March 2012 after fighting with Solarus for the better part of a year or two, we cancelled our service(s) through them because they could not provide us with said service(s) reliably, if at all. I had filed a Revdex.com complaint regarding the matter back in 2012 but it is no longer available to view. We had to seek other, reliable service(s) due to the danger Solarus put my elderly and ailing husband in. Our phone service, as well as internet, worked sporadically at best. I called Solarus technicians out quite regularly but the problems were not resolved. Solarus' poor and totally unreliable service was partly responsible for me losing my work at home job. We received a notice from Solarus in July 2012 demanding $210.77 for termination fees. I explained to the Revdex.com in my complaint, Solarus and in August 2012 an attorney for Solarus, that the contract was null and void due to the fact that Solarus could not provide us the service(s) they were claiming. We heard nothing until Jan or Feb 2013 when we received a letter from Creditor Recovery Svc demanding the $210.77. I again sent them a letter citing the Revdex.com complaint, lack of service and the voiding of the contract by Solarus. Did not hear from them again. Today, April 15, 2015, we get a letter from Alliance Collection Agencies demanding the $210.77 be paid and stating that Solarus turned the matter over to them after receiving no payment through Creditor Recovery Svc. I have sent them a letter going over the facts of the matter yet again and have also requested no further contact be made by them, Solarus or any other party on behalf of Solarus regarding this alleged balance and further requested they take care of the matter and correct the balance to $0.00 (zero). I sent a copy of the same letter to Solarus.Desired Settlement: I have requested that Solarus, Alliance Collection Agencies and/or any other party on behalf of Solarus not contact us again regarding this matter. It is very clear according to the attorney I contacted that Solarus broke the contract when they could not provide the service(s) and we do not owe Solarus anything for termination or other fees. Our balance is $0.00 (zero). Any further contact by Solarus, Alliance Collection Agencies and/or any other party on behalf of Solarus will be viewed as harassment and the authorities will be notified.

Business

Response:

RE: Complaint number [redacted]

I will address this complaint in the order Mrs. [redacted]

describes in her email.

Poor service –

11/3/2011 2:12 p.m.

Trouble: Customer has a lot of noise/static on her

line. She replaced her phone thinking

that was the issue but it is still happening.

Asked if someone could stop by yet today and check the line.

Resolution: Solarus sent a technician to the home on the

same day at 3:57 p.m. but no one was home. We checked the service to the NID

(outside equipment on the home) and the service was working fine. We tagged the

door letting the customer know we were there and to call us to reschedule.

11/7/2011 10:01 a.m.

Trouble: [redacted] called is getting a lot of line noise on

her line. Customer is able to make and receive calls local and ld. [redacted] can

be reached @ [redacted]. [redacted] is also having issues with her slow speeds

and pixilation on their TV's. Possible there is a wiring issue.

Resolution: Solarus sent a technician to the home on the

same day at 12:44 p.m. and repaired an inside house wire.

11/20/2012 9:34 p.m.

Trouble: Reported Food Network as out.

Resolution: This was a known issue with Food Network and

Food Network was working to get it back up.

11/28/2012 6:34 p.m.

Trouble: Reported Food Network is pixelating and tiling

Resolution: Food Network was working to get this resolved.

11/30/2012 2:32 p.m.

Trouble: [redacted] called in stating she had to reboot her

gateway 4 times last night as she keeps losing her internet. She said when she

has this issue she has a flashing green light on the GW. She said all her

wiring was redone last time we were out and she would like the gateway looked

at for possible bad port causing her connection to drop. She is available

tomorrow 12/1 for dispatch on this issue.

Resolution: Solarus repaired an Internet card in the

cabinet outside the customer’s home. 3:21 p.m. on 12/1/2012.

12/1/2012 10:00 p.m.

Trouble: [redacted] called in because she had a TT placed in

yesterday, but it was closed due to a card being replaced. [redacted] is still having the same issues as

yesterday and has had no change on her service.

She would like to have someone still to come out to look into this.

Resolution: Solarus sent a technician on 12/2/2012 11:18

a.m. and replaced the customers gateway.

1/1/2012 12:36 p.m.

Trouble: [redacted] called in because the tv says no signal

and 3 different error codes popped up within 3 mins or so. [redacted]

Says rebooted 2 hours ago and she has had problems with

slow internet for 4-5 days with slow speeds 0.84 and upset she pays more for

better internet.

Lights are orange on GW so I had her reboot again with me

on the phone. They were green flashing and then back to orange. Says she has to

reboot the router up to 3 times a day for internet too.

They are available for dispatch Monday and Tuesday. She

says that the GW was just replaced 2 weeks ago also

Resolution: This trouble ticket was cancelled as the

service was found o.k.

2/7/2012 8:18 p.m.

Trouble: [redacted] called to report picture/audio cutting

out/pixilation on Food network (CH59), I saw the same thing here, and [redacted]

called out on the issue.

Resolution: This was a known issue that all customers

were experiencing.

2/25/2012 9:55 a.m.

Trouble: Internet is not loading or loading very slow

seems to come and go. Trace route shows all working but when hits wctc it

stops. When customer performs speedtest.net it seems to only hit solarus server

does not seem to go anywhere else even when designated. Customer has tried rebooting all equipment

but still has not improved. Customer will be available for dispatch if

necessary.

Resolution: Central office programming

3/8/2012 1:04 a.m.

Trouble: Customer called asking why the internet went out

again this morning. Not sure why. While I was speaking to her and her phone

dropped and came back up. it happens when it gets wet out, like now. They would

like the lines physically checked out and see if there is a break or something

loose.

Resolution: 3/8/2012 11:55 a.m. repaired outside drop to

house.

3/9/2012 12:27 a.m.

Trouble: Phone line is dead, customer said that she gets

a dial tone, but cannot call local, did not say if LD was affected or not. I am

also not sure if this has anything to do with the maintenance being done this

morning or not. But customer would like for us to check out the lines. Said

that no one would be home if testing is needed on the inside.

Resolution: Dispatched a technician on 3/9/2012 11:27

a.m. and found the service working fine to the outside of the home. Customer

was leaving so advised them to call us if the phone service was not working

inside the home.

As you can see every time the customer requested a

technician to come to the home we did and corrected the problem to our

knowledge. Mrs. [redacted]’s calls were never ignored or not returned.

3/6/2012 – Mrs. [redacted] made a payment through our

online bill pay feature from a checking account in the amount of $174.28.

3/14/2012 – we received notification from the bank that

the payment was rejected. When this happens the customer is billed a $50

non-sufficient funds fee (NSF).

3/15/2012 – we sent a five day disconnection notice for

the rejected payment and the $50 NSF fee for full payment of $224.28 due by March

20, 2012.

3/16/2012 – Mrs. [redacted] made a payment of $174.28. This

was $50 less what was sent in the disconnection notice.

3/20/2012 – Because Mrs. [redacted]’s account balance read

$50, her account was turned off for non-payment. When an account is turned off

for non-pay to be reconnected there is a $25 plus tax fee.

When Mrs. [redacted] called in she was quoted the $50 still

owed on the account and a $26.38 reconnect fee to be paid before we could

restore the service.

Mrs. [redacted] is currently under contract which expires

6/9/2013. If she disconnects her service the account will be assessed an early

termination fee (ETF) of $250 per the contract she signed.

I am willing to work with Mrs. [redacted] and waive the NSF

and the reconnect fee if she wishes to continue service with Solarus. I

understand that service problems have occurred but to say we did a poor job in

responding to those problems is an outright lie based on the information I

pulled from our system and posted above. If Mrs. [redacted] wishes to disconnect

she will not be billed for service after 3/20/2012, however, she will still be

liable for the NSF ($50) and ETF ($250).

I can be contacted at the number below for further

questions.

Sincerely,

Sales Leader

Consumer

Response:

First I will say the customer service people are great. I know this because you get to talk to them, a lot! They advertise 70mbps but I could never get even three. My phone and internet would go out a least once a month but no worries because I became very familiar with how to reset everything. My internet and phone had been down for 2 days when I decided I had enough and it was time to switch providers. This was the same day they were supposed to be sending someone out to fix it. I called to let them know that I would be cancelling soon and changing providers so they cancelled my service call. This service is only good for checking email when it works and forget about streaming movies to your TV. Sign up at your own risk with solarus and be prepared to become your own technician. I was a customer for several years.

Dear fellow Wood County Residents: Solarus is the most in-compassionate, money hungry business I've ever done business with. Our bill has done nothing but go up, $225 a month for home phone, cable, and internet. This is higher than one of our car payments and we don't get a car out of the deal. They price gouged me when we moved to Rudolph since there are NO other cable providers out here, Satellite yes, cable no. Our bill was $170 in town? I called them the other day to explain that I needed our package brought down so something more affordable, lose channels, internet slowed down, whatever. They told me that if I change my package (bundle) that I would be charged $250 dollars since we were under contract with price lock....well how does my bill keep going up then? I asked then what if I disconnect your service? That will be a charge of $250. hmmmm, I explained to the "lady" that we had unexpected medical bills this year for our son, wasn't there anything they could do to work with us? She said well that's too bad there is nothing we can do for you. I hung up on her then. SO if you have Solarus just know that they could give [redacted] if you go broke, lose your house, whatever, just so long as they get their $$$. So goodbye [redacted]! Take your $250 and [redacted]! Oh and if you don't return your broken 3 year old remote with missing buttons and no battery cover that is a $14 charge! To remove that charge last year I had to talk to 4 different people. Make sure you get a receipt for your equipment!

Review: back in march and april we had notified solarus that I was retiring because of my bad health/heart issues and that the business would be desolved and not exsist anymore but that a person was going to lease the building and may be interested in there services and possibly take over my agreement or extend or rewrite the present agreement. we made several attempts to get help from solarus(cable/internet hook-up) and kept ending up on there end of the phone with a gal named cathy shea. she took her sweet time every step of the way but after numerouse arjewus failed attempts to help them help them selves and to save the account in some fassion we came to and agreement finaly. ms.shae agreed to hook up the service at my home at a rate of 39$ a month plus a 50$ fee to process the order. this was suppose to be done by 5/1/15 the date the buiness was desolved and the new company came into the building.we found it almost impossible to get results and made numerouse attempts to get the cable hooked up. we were reschudueled-pushed back-canceled-ignored-reschudueled-ignored-appointments not kept and while they were playing this game with me (i have a bad heart) we kept getting billed for the higher 67$ amount per month and even though we finaly got hooked up 2 weeks ago we are still getting billed at the higher amount and when we re-contacted ms.shae for the millionth time she did the dance and said well you were stil hooked up at the bussiness so you have to pay the higher amount even though they them selves were the reason we were not disconnected. the new tenant had already had spectrum instahled because of his frustrations with trying to get any answer or a strait answer out of ms.shae and her co-workers. last week I left her supior a message asking for help to clear up this mess.(the instahler at my house insalted all 3 of us on site-thank god the electrician who he was trying to push around and verbaly abuse had been an instahler and new when he was getting an ear full of crap) ms.shae first told us he was out of town(her boss) and couldnt be reached .we asked her why he couldnt be reached by phone or cell phone or email or face book or twitter or skiip or if he had an answering service we could leave a message at. I said realy mame come on this is 2015 and he,s out of town on buss. and cant be reached??? she then forwarded me to what she says was his message service but we have not heard from anyone even though ms. shae promisted us she,d review the numers and get back to us. by the way she has told us that several times and nothing happens. this is one of the worst experiences with professionals I ever had.Desired Settlement: keep there word and bill us as agreed 39$ amonth from may 1st 2015 going forward per our agreement

Business

Response:

Muski Country renewed their agreement (a 3 year term) for 3.0/512 internet on 2/17/14. Sometime in May/June of this year, they contacted Solarus to say, the owner was selling the business to his salesman and he had Charter hooked up for internet. I said that there would be an early termination fee if they wanted to cancel. They asked if the internet service could be moved to the original owner’s home. I prequalified it and that address could only get 1.5/384 internet. We decided that we would let them transfer the service. We sent them an agreement and did not receive it back. About a month later, they called and asked why we dropped the ball and we explained that we never received the contract back; they said they did not want to sign a contract. We explained that the only way to move forward with this would be to sign a contract. They asked if they could have the contract continue from theoriginal agreement, so it would terminate on 2/17/17—We agreed. They sent the contract back, however they were past due on their bill so we had to get payment before we would order service for the new address. After they paid their bill, we ordered the service. The reason this took so long is because we were waiting for the payment on the account to be current. The date we went to install at their residence, there was no sync at the NID. So we had to reschedule. We have confirmed that the service was working at the new location on 8/6/15. This is when we disconnected the service at the old location and changed the billing. We understand they were not using the service, however, we were providing the service per the contract. Had the agreement and payment to the account been remitted sooner, we would have been able to make the switch sooner as well.

Consumer

Response:

I am a small business in central Wisconsin. My Phone carrier has bought out the local competitor. Our service has been poor, and then I am told I need an upgrade. I agree only to now be charged what was already a ridiculous price ( $230 a month ) to now $484.00. I simply can not afford that and continue to keep my business open. They cornered the market and are now abusing the customer!