Super Pawn

Grande advised the customer that as he disconnected within days of installation, he will receive a full refund.? The customer was satisfied with the resolution

? Grande visited Customer's residence on multiple occasions to address the problems, but? the customer? failed to meet our Technicians at most of these appointmentsFollowing is the service call history: ? ? 5/3/17:? Customer cancelled the appointment? 7/3/17:
Technician was unable to complete the job because? the customer? had to leave for work7/6/17:? Customer was not home for the Technician.7/8/17: Technician followed up with the customer: called to check if everything was fine, no answer, left a message to call him back.7/23/17: The customer's neighbor's dump truck tore down the hard line to the tapWe advise? the customer? we could not troubleshoot due to no signal at the time8/9/17: We set up a Special Request to come raise the line that was droppedWhen the Technician arrived,? the customer? cancelled with him saying there was nothing for Technician to do that day8/25/17: Our Technician was able to replace the tap that was damaged9/13/17: Customer called in to disconnect service, and we ended the billing the same day.We have compensated the account based on the monthly charges specific to the reported issues and account history.? The customer? stated that he was missing multiple channels and reported some pixilation issues other than full loss of cable serviceA total of $will be refunded to the account? for these intermittent issues for the month of July, August, and part of September?

The amount was refunded to the customer's card on 2/2/18, and may take up to five business days to become available to the customer.? We apologize for the delay of the refund

Grande had attempted to reach the customer since 7/28/regarding her complaint.? *** left another message on 8/6/to schedule an appointment to complete the work needed.? ? To honor? the customer's request, a credit of $165.87, equivalent to three months of service had been applied to? the account.? We apologize for the inconvenience the customer experienced due to the delays

Grande spoke to the customer and apologized for not completing the installation.? The Grande technicians were not able to complete the order due to no access, however, the customer was not notified of the reason.? The customer was not charged for installation, but was charged for an
interior wall drop which was an additional fee.? The Grande representative went over the billing with the customer, and she is now fully aware of and accepts the price promotion terms.A new work order was initiated to have the installation done free of charge and was completed on 7/11/? A courtesy credit of $was applied to remove the interior wall drop charge as well as a courtesy credit of $was applied to remove an account set up fee.? A credit of $was also applied to remove the TiVo Mini charges back to 6/4/18.? We apologize for the inconvenience the customer experienced due to the above circumstances

When? the customer? spoke with? Grande on 7/7/17, she was aware she only paid her past due balance, and she still had a remaining balance due in a couple of days for the current month? She made arrangement to pay that on 7/12/She failed to follow through with her arrangement
so on 7/18/she was billed again for the new month leaving her a balance of $(the carried over balance and the new month)On 8/10/17, we debited the full amount of $via automatic payment which was due at the time.? The customer? had set up? auto payment with us on 7/7/to waive the $deposit againA full explanation and break down of the billing history was also provided? again on 8/12/17, so? the customer? was? fully aware ? We applied a courtesy credit of $for any misunderstanding, but the payment of $deducted on 8/10/was a valid amount for services rendered and shall not be refundedThank you ?

Complaint: ***
I am rejecting this response because:First, I notified *** *** in August of the exact move out datesWe spent eight weeks figuring out how to use PRI and a secondary service from? Spectrum to make the move*** was the one who suggested this approach - and yet he wasn't aware? Grande was duly notified of the exact dates and I coordinated with at least a half dozen individuals in this regard including *** *** and *** ***Yet despite this being an issue for months, and countless calls, you refuse to do anything about it and maintain that I have not been in communicationSecond, I was never notified that the fiber service was readyAn individual came out some time in February, asked where the telecom room was (it's in another building), and leftI never saw that person again and there has been no setup of any fiber equipment in that room I checked, so I do not believe that the service is ready.There is no one and no service at the old addressYou have the new address as the service location on the old account, therefore maintaining you believe that there is service at the old location is preposterousYou maintain that you are providing service to that old location and yet the equipment is sitting in my lab, turned off, here at the new location waiting for the fiber install.I'm begging you to get with the people who I have been mentioning in this communication and resolve this issue.Regards,
*** ***

Messages were left at the customer's phone requesting a call, however, the customer later called and? asked that? we stop calling him.? An email was sent to inform the customer the refund will be mailed out on 2/9/

The disputed amount of $was billed in error and it has been corrected and reversed.? The account is showing a credit amount of $that will be refunded within 14-days

Grande advised the customer that? his Home Owners Association only pays for basic cable, any additional services above basic cable? were to be charged to him.? An error was made to the customer's account? previously? and he? was? receiving additional channels without
being charged since 2007.? An adjustment? had since been? made to the account to correct the situation? to only receive basic cable.? Going forward, the customer would have to pay? if he wishes to receive the? additional channels

? Grande reached out to the customer on 4/20/who confirmed that the phone number that she was trying to port to Sudden Link was now working.? The reason for the delay was because Sudden Link was attempting to port over an incorrect number.The customer confirmed on 4/25/that her number
was successfully ported over to Sudden Link.?

Complaint: ***
I am rejecting the response because:The discounted rate that was offered as a resolution was for more cable & wifi inclusions at an even higher rate than? what we currently pay (almost $more than what we pay now)The primary reason for filing the complaint was the increasing costs each monthSo, the solution offered? is not a solution if it means paying even more money on a monthly basisOur family decided to terminate Grande's services due to the following:1.Nature of our two complaints,2.Business practicesFailure to properly notify customers of ongoing bill increasesFailure to provide valid reasons for increased chargesDishonesty by? the customer service call center regarding unavailability of managers while fully aware that managers are available
Regards,
*** ***

Grande was out on 4/18/and fixed the wifi issue.? Grande had left numerous messages requesting a call to discuss the customer's concerns, however, Grande was not successful in reaching the customer to confirm satisfaction.? Grande has addressed the customer
service? situation? and will endeavor to? improve? the customer/customer service? interactions.? We apologize for the inconvenience the customer experienced due to this circumstance and hope? there are no further issues? at this time

A Grande technician was out to correct the service concerns and a credit was applied for the issues leading up to 6/28/17.? The customer confirmed that the service appears to be stable since the correction

Complaint: ***
I am rejecting this response because I am requesting the calls be pulled and listened toI was told the company made a mistake by *** *** and I would be getting my funds back in business days.?
Regards,
*** ***

Grande advised the customer that the refund will become available in his account approximately five days from 1/26/18.? The customer's Grande account is closed, however, a credit was applied to his wife's active Grande account for the trouble.? ? ? We apologize for the inconvenience
the customer experienced

Complaint: ***
I am rejecting this response because: *** with Grande called me and left a voicemail stating they were waiving $75.17, but the issue is Grande turned me over to a collection agency for non pay when I called several times to get a final billingI tried to call her back, but I just get put on hold for 15-minutes with no response at allPer my voicemail I am to call *** at ext#***, but I can't seem to be put throughI have the voicemail and can screenshot it if necessaryI want to be cleared from a collection agency that makes it seem like I failed to pay and was cut off for nonpayment and that was not the deal at all! I am still furious and at this time do not accept! Until I actually have proof I am out of collections and all collection fees waived I wil not be satisfiedGrande is making it seem like I owed $, but they're doing me a favor by taking off 75.17! No! Not right! I want in writing I was cleared from all wrong doing on their behalf and then I will get my final bill paid to Grande not a collection company!!!?
Regards,
*** ***?

The customer was notified through a Chat line on 2/4/18? that the equipment was received and? the amount of $should be refunded in the next days or less.? We apologize for? the misinformation the customer received

A June payment made with the customer's credit card on file was declined by the credit card companySimilarly, a July payment was declined and returned by the credit card company.? The autopay feature was removed from the account and the customer was advised of this.? The account was
assessed late fees as well as returned payment fees.? However, those fees were waived as a courtesy.? ? The? July 2016? billing statement had a total balance of $322.87, of which $was past due carried over from the June Statement.? The customer made a payment of $on 7/31/leaving a balance of $175.28.? A payment of $was received on 8/2/16.? The reason the monthly bills were sometimes? not the same was because full payment was not received against the? billing statement balance? and? late fees and/or returned payment fees? were assessed over and above the monthly charges

? The customer's forwarding address was incorrectly entered into the current tenant's account at the customer's old address.? The issue has been corrected by removing the address from the current tenant's account.? We apologize for the inconvenience