Spectrotel, Inc.

Our company switched land lines service to Spectrotel on and immediately regret that choiceVery poor quality , have to dial area code even for local calls , constant calls drop, caller ID wouldn't work If you call customer service to complain , they will always blame your internet (and we have the BEST internet connection) and your equipment , tell you that technician will call back , but they don'tWe had to stay with Spectrotel because we got trapped in 3(!) year contract and Spectrotel wanted almost $to disconnect serviceFinally today we were able switched back to *** even tho our contract will finish 09.30.2016, but Verizon is willing to pay up to $early diconnection fee for usReally truly hate Spectrotel!

Review: THIS TELEPHONE COMPANY HAS CHARGED ME FOR SERVICES NOT PROVIDED!!!! I was without service for two months prior to switching to another company on Oct 16. First I had a very loud humming in my phone. It was so loud you couldn't heard the other person on the line. Then, I kept calling Spectrotel back for help and they sent someone else out again. After that visit, MY PHONE WAS DEAD-- NO SOUND WHATSOEVER!! After calling in multiple work orders, I got charged $75.00 for diagnostic/repair bill-- I NEVER even authorized!! STILL NO SERVICE from these people!!! It has apparently ANGERED this company that I chose another phone company now who's service is just fine for me!! NOW Spectrotel sent me a "COLLECTIONS- final settlement offer" letter yesterday, 11/15/13 FOR A BILL of $89.67 I DON'T EVEN OWE!!!! I alerted this company 10/06/13 that it was my LAST TIME calling them, it was terrible paying for my phone service through my bank drafts monthly and NOT even able to make or receive calls!! I am elderly and hearing impaired. They even promised to credit the $75.00 service charge back to my account because I was without service for a month NOW today when I spoke with the representative over the phone she claims they decided to keep the charge on the bill because they say I "KNEW about the charge-- but I DIDN'T." Strangely, today-- one month later-- my account is in their "COLLECTIONS" department already?? My corresponding letter from them has NO return address-- ONLY a name and a phone number to a voice mail which asks me to leave an account number and a phone number. After calling the number twice and leaving a message, finally this woman returns my call today, Saturday, 11/16 to say regardless, I OWE!! I asked to speak with her supervisor to dispute the charge again but she got argumentative and refused to give me that person. I know these people can't just force me to pay what I don't owe. I don't want my credit to be affected by this drama.Desired Settlement: I am no longer in need of service by this company. Spectrotel has disappointed me. I feel mistreated by them and I just want my account credited (like they promised) and zeroed out NEVER to bother me again!! Ms. [redacted]

Business

Response:

This letter is in response to the above referenced complaint received by this office on November 21, 2013.

According to the complaint received, Ms. [redacted] noted she was “without service for two months prior to switching to another company on Oct 16”. According to our records, we didn’t receive any trouble reports or any contact with Ms. [redacted] in July, August or September of 2013. On October 4, 2013 at 2:58pm Ms. [redacted] called us and reported a bad hum and static on her line. Ms. [redacted] was advised of the $75.00 charge if no trouble was found on the line up to the demarcation point in the building. Ms. [redacted] gave the technician 24/7 access hours availability and requested a technician be dispatched. The technician offered to forward Ms. [redacted]’s line to another number so she would not miss calls, the offer was declined. A trouble ticket was opened with Verizon the underlying carrier. Ms. [redacted] was called back at 3:40pm and a voicemail message was left with the dispatch date and time. The technician was dispatched out and found no static or humming on the line at the demarcation point and determined the problem is being caused by the wiring inside the building. Ms. [redacted] was called and a voicemail was left the problem was with the inside wiring and she could have her own vendor repair or we could send out our vendor to repair the inside wiring for an additional charge and to call us if she wanted us to schedule our vendor. No call back was received. Ms. [redacted]’s account was charged the $75.00 for the Verizon dispatch as she was advised on her initial call.

On October 7 at 3:31pm Spectrotel received a call from [redacted] (Ms. [redacted]’s neighbor) reporting no dial tone on Ms. [redacted]’s line. On that call Mr. [redacted] was asked for access hours if a dispatch was required, told it is the customer’s responsibility to check all wiring and equipment from the building demarcation point in to the residence as the phone company is responsible up to the demarcation point. Mr. [redacted] was also advised that if we dispatch a technician and the problem is on the wiring or equipment inside the building, there would be a $75.00 dispatch charge. The line was tested and the test result was a problem with the inside wiring and/or equipment. Ms. [redacted] was called and a voicemail was left with the test result as well as another offer to dispatch our inside wiring vendor at an additional charge or she could have the building or her own vendor handle the repair. Spectrotel received a call from Ms. [redacted]’s daughter later that same day calling about the repair status and it was also explained to her the problem is on the inside wiring and options for repair were offered. She told the rep. she would think about it and call back. No callback was received.

No other calls were received from Ms. [redacted], Spectrotel received a Lost Line Report on October 18, 2013 letting us know the line left our service and was taken by another carrier on October 17, 2013. The account was closed effective October 17, 2013 and the November 15, 2013 bill reflected a credit of ($48.70) to the account back to when the line left our service leaving a balance due of $89.67 as the October 2013 bill of $138.37 remained unpaid.

As there was no problem with the customer’s line and the problem experienced was caused by wiring and/or equipment within the building and out of Spectrotel’s control, the amounts billed to this account and credits issued when the account left our service are correct. Although the balance of $89.67 is correct, to satisfy this complaint I have issued an adjustment for that amount leaving the account at a $0.00 balance.

If additional information is needed, please contact me at ###-###-####.

Sincerely,

Director of Major Accounts

Consumer

Response:

[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.]

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

Regards,

Thank You Very Much!! May God Bless You!!

Review: I was sold their service based on :

- Better pricing than [redacted]

- No Contracts

- No Early Termination Fee from [redacted]

My bill is not better than [redacted]

I was charged Early Termination Fee from [redacted] of $75

I have been offered $75 credit BUT only in return for One Year contract.Desired Settlement: Credit my account TODAY $75 - Without any contract.

Business

Response:

To satisfy this complaint the customer was called and a message left that [redacted] has issued a $75.00 credit to his account for the early termination fee billed by [redacted] without the need of signing a contract with [redacted].

Our company switched 2 land lines service to Spectrotel on 09.30.2013 and immediately regret that choice. Very poor quality , have to dial area code even for local calls , constant calls drop, caller ID wouldn't work. If you call customer service to complain , they will always blame your internet (and we have the BEST internet connection) and your equipment , tell you that technician will call back , but they don't. We had to stay with Spectrotel because we got trapped in 3(!) year contract and Spectrotel wanted almost $4000 to disconnect service. Finally today we were able switched back to [redacted] even tho our contract will finish 09.30.2016, but Verizon is willing to pay up to $500 early diconnection fee for us. Really truly hate Spectrotel!