Super Pawn

Credits were issued, and the customer made payment for the remaining balance. The arrangement was satisfactory to the customer

A Grande agent attempted to reach the customer on three occasions and left messages. Grande will switch out the box at no cost and will waive the trip fee. The Grande technician will make sure that the TiVo box will work before completing the order. We will need to schedule an
appointment for the job and discuss and address all concerns

Grande was not able to gain access to replace the internal wiring to fix the service issue. At this time, in order to helped the customer to regain a current stable connection to the TV, a TiVo mini was replaced by a TiVo quad tuner. For the time being, Grande has done all we could to help the customer with this service issue

A Grande representative spoke with the customer about her mother’s account. The representative let her know that the account will be credited from 10/(the day she said she would send in her Power Of Attorney information) to 11/(the day the acct was closed)
totaling $leaving a balance of $134.67. The customer said that was unacceptable because her mother moved in August. The representative let her know we were not made aware until 9/and they didn’t call back to disconnect until 10/so the full balance cannot be credited. The customer was not satisfied with that response and said they won’t be paying anything

Complaint: ***
I am rejecting this response because:I was promised a rate by a supervisor in February however the company did not uphold their end of the dealThe worker did not explain anything to me because he was too busy being rude and argumentativeHe could not tell me what are the fees were forHe had multiple excusesI am an unhappy customer and shopping around for another companyI also will be contacting the FCC
Regards,
*** ***

Complaint: ***
I am rejecting this response because: After receiving phone call from Mr *** *** (said he was calling from office of president of Grande Communications) on 4/14/@5:24PHe said he needed front and back copy of check (that was an online bill payment) he admitted to having seen my bank statement that showed payment made on 12/29/but that wasn't good enoughSo I went to bank Monday 4/16/and talked with *** *** ( Customer Representative)I was told by her that they don't make check copies for online bill payI even tried to call Mr Quyare while I was at the bank but when transferred to him there was not an answer and rang bank to automated systemShe printed up a " Proof of Electronic Payment" and she even faxed it from the bank to the number he provided and case number and I have copyHe claimed he marked my case to notify him when receivedBut when getting home today 4/18/after work I had a message from someone named Andriana( gave no last name or code number to reach her) just said I could call Grande Communications and repeated my case number(I have recorded on answering machine) And said they still need a copy of a check!!! Is this legal? I have done everything I could possible do to provide information and resolve this issueThey know I made this payment and I resent this unprofessional behavior.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:It is lies and I spoke a supervisor this year not in I was locked in at that rate in February of this yearGrande is ripping off people and don't know how to talk to peopleYou all used to be the best company around but you all have grown your business and forgotten how to treat people and be loyal to your customersYou all won't be around longAs I stated earlier I am shopping around for another companyI am still contacting the FCC and following up with the corporate office
Regards,
*** ***

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,
*** ***

Grande was able to reach the customer via e-mail, and advised that the refund will be mailed to his correct address. We apologize for the delay of refund

Grande confirmed with the local office management that they would be able to assist the customer with his needs. Grande informed the customer of this who stated he would return to the local office to follow through on making account changes. If the local office agents
encounter an issue, it would be escalated to their supervisors for additional assistance and will follow up with the customer accordingly

Grande spoke to the customer and explained that the account is currently past due, but agreed to extend the payment due date out to 10/5/15. The customer called Grande stating she was having problems with her channels, but she did not want to troubleshoot. Grande will be happy to go
over the channels issues if the customer calls in again

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,
*** ***

The customer pricing was changed on 6/3/for the Power to $after taxes, surcharges and fees. This rate was backdated and adjusted to reflect his balance. A voice mail was left informing the customer of the above

Grande spoke to the customer who advised the DVR issue had been resolved. A $courtesy credit was issued to the account for the customer's trouble. We apologize for the inconvenience the customer experienced.

A free modem rental fee promotion and a credit for the current balance of $have been applied to the customer's account. The customer will be paying $plus applicable sales taxes for the remainder of the promotion period for 2018. We apologize for the
inconvenience the customer experienced due to this matter

Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office. Grande explained the channel drop issue as well. The Grande representative advised if the customer needed anything else at all to call us and we would be
happy to assist

Per the customer's request, he was contacted by the area supervisor. The service issues were addressed, but the customer said there was still a buzzing sound coming from the box. It was later confirmed that the buzzing was coming from his security equipment, and not by the Grande equipment. The service is working fine now

Grande had been working with the customer and isolated the issue down to a faulty receiver in the node and had replaced it. We have not received any further reports of service issues from the customer

Grande left a message on 9/28/16.? Grande called again on 10/1/and spoke to the customer.? The customer stated he? decided to stay? with his current carrier and did not wish to discuss any details

Complaint: ***? I am rejecting this response because:The right thing to do was to inform the customer about the error on their part? and then cancel the package, not apologize after the fact, When asked about it as to why they did not inform us, they told me that they dont have to inform that they made a mistake and we are cancelling the channels.Its a classic example of poor customer service
Regards,
*** ***