Revdex.com:
I have reviewed the response made by Kimberly O[redacted], Customer Advocate, Zito Media in reference to complaint ID [redacted]. I appreciate Ms. O[redacted] response and willingness to correct my problem by having Zito Media complete my installation agreement, which consists of burying a coax cable to my house which includes a road bore under a township road. I also appreciate the fact that Ms. O[redacted] has made a commitment to follow the progress on my cable burial request to ensure this is completed in a timely manner. I accept Zito Media's response to solve my complaint, but I will only consider this complaint resolved when my installation agreement (cable burial) is completed in a timely manner.I would again like to thank Ms. O[redacted] with Zito Media for her willingness to help solve my problem.
Regards,
[redacted]
since u want to sit their and lie ur not getting no money from me and im not sending a payment[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This is a bold-faced lie. A credit was not given for the loss of service I have encountered. Per Shannon, a supervisor, my account was closed 4 days prior to the end of the billing cycle. I was credited for those 4 days. Furthermore, per Zito's customer service rep when accessing my modem, I was offline TWENTY TWO times in a 24 hour period, and this was a recurring situation that they recognized repeatedly over the last 7 months. However, when forwarding the problem to Shannon, the supervisor, the problem was blown off, ignored, and she was extremely rude to the point of hanging up on me. And lastly, while the only appointment I was offered to fix my broken service was TWENTY ONE DAYS later, during that same phone call when I said I would simply cancel, a tech appointment miraculously opened up to pick up the equipment. For the record, that appointment was set for three days later - not twenty one days. That appointment was for today, and I stayed home to be sure the tech picked up the equipment during the allotted time - 12PM - 3PM. As of 3:37 (current time) the tech has not showed. Par for the course for this company. Techs no-showing was a major complaint I had every time I called the company regarding my broken service. Zito is a media company offering internet services to their customers. The last thing I would think they would want is bad press and reviews from customers over social media. However, this is what I am consistently finding from my own circle of neighbors and friends, and I will certainly be telling everyone I know that Zito is an unprofessional company with subpar equipment and negligent employees. Regards,[redacted]
[redacted]
[redacted]To whom it may concern,This is in response to the Revdex.com complaint ID: [redacted] We apologize for our misunderstanding of the way the devices were connected to the modem. After review this situation, we have decided to apply an additional credit of $50.00 to [redacted] account for the router that he purchased. Zito Media will not be compensating this customer for any additional devices. We consider this matter closed.Should this customer have any additional questions, he can reach us anytime at [redacted]
Sincerely,[redacted]
*
[redacted]
Please review our attached response to the customers complaint.This matter has been fully resolved at this time and there will be no further adjustments made to this account.To whom it may concern:I am extremely sorry to advise that Zito Media does not alow a “grace period” or “buyers remorse” clause in their contract terms. Once a contract has been entered into, any stipulations in the contract take full effect immediately. It is also outlines this within our Terms of Use as well:“2. Payment; Charges; Refunds(a) I agree to pay ZITO MEDIA for (i) all use of my Services, (ii) installation and applicable service charges (iii) ZITO MEDIA Equipment, and (iv) all applicable local, state and federal fees and taxes. Charges for the Services are set forth on a separate price list that I have received. I will be billed monthly in advance for recurring monthly charges. Other charges will be billed in the next practicable monthly billing cycle following use, or as otherwise specified in the price list. ZITO MEDIA may change both the fees and the types of charges (e.g., periodic, time-based, use-based) for my Services. IfI participate in a promotional offer that requires a minimum time commitment and I terminate early, I agree that I am responsible for early termination fees associated with such promotion.”Your account has been fully credited for all charges beginning from the date of install on 8/5/15 all the way through the next billing cycle ending on 9/20/15. The full cost of these services has been credited for a full credit amount of $325.72. Due to the downgrade of services, there has been an Early Termination Fee of $460 that has been applied to the account making the current balance $457.61. TheETF is a valid charge and the it is also on file that the customer was made aware of this harge for downgrading his service and that he “didn't care” about this charge. This is documented on 8/23/15.Once again, I apologize for any inconvenience and I hope this clarifies things.Sincerely,Kimberly O[redacted]Customer Advocate
Zito Media [redacted] Coudersport, PA 16915 Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1990 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response...
to follow up for complaint ID: [redacted]. We have informed Ms. [redacted] of the issues that we had with her previous provider ([redacted]) regarding the porting of her telephone. We were finally able to get a FOC notification from [redacted] for a porting date of 9/6/16. We have reached out to Ms. [redacted] to ensure that her number is now working with her Zito Media services. This issue was at no fault of Zito Media but we were happy to address her concerns and resolve this issue. Sincerely, Amber N[redacted] Customer Advocate Zito Media
Please see the attached response that has been emailed as well as postal mailed to the customer.We are working to resolve the customers issue and we have provided adequate credit to compensate for the ongoing issue at this time.This issue has been resolved to the best of our ability at this time.Thank you,Kimberly O[redacted]Customer Advocate
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint...
#[redacted]. We apologize about the delay in transferring services to Zito Media. Unfortunately, we are unable to credit back for services rendered by [redacted]. Services were active through [redacted] at this time and it would be up to their discretion to provide any credits and not Zito Media. We have applied credits totaling $40.00 to this customer due to the trouble they had experienced with transferring their services to Zito Media. As a courtesy to the customer, we will apply an additional $30.00 credit which they will see on their next billing statement. At this time, no further credit is due. We consider this matter closed. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
To whom it may concern:This is a response to follow up for complaint # [redacted]. I
have spoken with our Technical Operations Manager for this area and requested
this issue to be expedited. This drop
line burial requires a contractor (which must be hired as a third party) in
order to...
proceed with the road bore that is necessary to bury this cable. We are in the process of obtaining a
contractor to perform this service and are anticipating on having this done
very soon. I will be following the
progress on this request for the customer to ensure this is completed in a
timely manner.Sincerely,Kimberly O[redacted]Customer Advocate
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted]. To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize about the concerns that this customer has...
had with their services. We have researched the customer’s account to get a better understanding of an appropriate credit due. The details of their contact to our company over the last month is documented below: 11/02/17 – Customer called in advising intermittent connectivity. Troubleshooting was completed and documented as resolved. 11/05/17 – Customer called in to schedule a work order to have their line buried. They also advised of pixilation issues on their television. A work order was scheduled and completed on 11/07/17. The technician replaced 100’ of mainline 500mc2 at the beginning of [redacted]. 11/17/17 – Customer called in and reported all services out. A work order was scheduled and competed on 11/18/17. We had attempted to reach out to the customer on 11/19/17 and left a voicemail following up to see if service trouble was resolved. 11/19/17 – Customer called in about getting credit for 11 days without services. Documentation and service levels did not support this. Credit was provided for the documented day without service. A work order was also scheduled to bury her cable drop. 11/21/17 – Customer called in wanting credit for trip charge. A credit was applied for such. Per Zito Media policy, a customer must request credit for service trouble within 30 days. As such, we will go back 30 days to apply an appropriate credit. This customer has documented service trouble from 11/02/17, 11/05/17-11/07/17, 11/17/17-11/18/17. Credit has already been applied on 11/15/2017 and credit for 11/17/17-11/18/17. We have credited an additional amount of $22.72 to cover service costs for 11/02/17 and 11/05/17-11/07.17. We have monitored this customer’s services to ensure there are no further service related trouble and services are fully functioning. Signals are well within acceptable range and they have good ping times and no packet loss. We consider this matter resolved. Should this customer have any further trouble, we do ask that they reach out to us at [redacted] for further assistance. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow...
up for complaint: [redacted]. We are sorry to hear that Mr. [redacted] had been experiencing issues with his Zito Media services. During the time frame that Mr. [redacted] had Zito Media we had very few service calls to his location. There was an area wide outage on 2/17/16 and then we had a maintenance technician out on 2/21/16. Those are the only 2 days that we had received any reports of service issues. Both of these issues were reported and resolved within 24 hours. The $10 credit that was applied to Mr. [redacted]’s account more than covered those 2 days of service issues. We had a service call in March at which the customer was not home when the technician arrived for the service appointment. We had contacted the customer the next day as a quality call at which they stated that the issue was resolved. We had also refunded the cost of the installation at $29.95. Unfortunately, the reason their service was not working properly during March and April was due to a soft suspension on the equipment due to billing. We had also applied a credit of $20 to Mr. [redacted]’s account on 4/17/16. At this time, Mr. [redacted]’s account has been disconnected due to non-payment as of 5/6/16. For this reason, we consider this matter resolved. We would be happy to help Mr. [redacted] with an issues in the future with Zito Media if he chooses to reinstate his service. Sincerely, Amber N[redacted] Customer Advocate Zito Media
[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 to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] I spoke with a customer service rep on Aug 16 and was told a tech was in the area fixing the problem since Aug 15, sadly the problem still exist and hasn't not been taken care of.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] & [redacted] Ticket #: [redacted] To whom it may concern, This is in response to case #: [redacted]. We can assure this customer that burying his drop is top priority to us as we enter his area. Typically, we bury cable drops town by town. For example, we complete all drop buries in one town before we move on to the next one. Unfortunately, we are behind on our drops buries due to any injury to one of our technician. We can assure [redacted] that this will be completed before winter. We appreciate [redacted]’s patience and understanding. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington D.C. and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted]
Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We...
apologize for the trouble that [redacted] had while she had Zito Media services. We have reviewed the account and have decided to waive the Early Termination Fees for disconnecting services. The ETF of $380 has been removed from Ms. Johnson’s account. The remaining balance for services is $41.04. Once this is paid, the account will be removed from collections and her credit report. We find this matter resolved. Should this customer have any additional questions, they can reach us anytime at ###-###-####. Sincerely, Amber N[redacted] Customer Advocate Zito Media
Zito Media [redacted] Coudersport, PA [redacted] Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern: We have read the customer’s statement and have tried to...
reach out to [redacted] at the number provided ###-###-#### on three different occasions. In the effort to try and reconcile the issues. We have left voice mails on all three occasions requesting to return our call. We left a voice mail on these three days: February 17, 2018 February 20, 2018 February 23, 2018 Our phone call has not been returned. We consider this matter closed. Should [redacted] have any additional questions, we can be reached at ###-###-####. Sincerely, Michael V[redacted] Customer Advocate Zito Media
To whom it May Concern,Please see our attached response to this customers complaint. We are fully aware of the FCC eliminating analog signal and requiring all customers to receive their service through a digital converter. We had originally provided the customer with a [redacted] capable...
receiver, however, Zito has since discovered that this feature is still experiencing problems at this stage. We then scheduled an appointment to send a technician out to [redacted]'s home to swap this box for a regular digital receiver, however the customer then cancelled this appointment and advised he "needed to make up his mind". I have now reached out to the customer multiple times to offer a new appointment to some and swap out his equipment so that he may be able to enjoy his cable service in digital as it should be. I am awaiting a response back from the customer at this point.Thank you,Kimberly O[redacted]Customer Advocate
Zito Media [redacted]
Coudersport, PA 16915 Revdex.com of Western Pennsylvania 400 Holiday Dr, Suite 200 Pittsburgh, PA 15220 Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have further investigated the account and...
found that the customer was having trouble with his services on 12/12/2016. On 12/15/2016 we called the customer to inquire if the services were working and he stated that they were working good. The customer did call back in on 12/16/2016 and 12/17/2016 to state that the Wi-Fi was not working on his modem. He did still have internet service at this time. He contacted us on 12/22/2016 to state that this issue has been fixed and cancelled the service order for us to help resolve this for him. We did provide him with $15.00 off for 3 months starting 11/10/2016 to help compensate [redacted] for his frustrations. We have also given him a $15.00 credit on 01/21/2016 as a courtesy to the customer for service issues he has been experiencing with his Wi-Fi. This customer cancelled the service work order and is not cancelling his services effective 01/25/2016. No further credit is due and we consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. [redacted]...
entered into a 2-year agreement with Zito Media on 06/02/2015. She signed a 24-month contract that would provide her with a discounted rate for that 24 month time frame. The contract with Zito Media is by no means a requirement with Zito Media. The contract is optional. On the contract it notes “We acknowledge that the accepting delivery of Zito Media services indicates agreement to be bound by Zito Media’s Terms of Use, which can be found in its entirety at www.zitomedia.com. Further, by selecting to receive the special 2yr Agreement Discount listed above, I/we are agreeing to maintain our subscription to those services for 24 consecutive months. Early cancellation of services provided under the 2yr Service Agreement Discount will result in a fee of $20 per month for each of the remaining months. The 2yr Service Agreement term and penalty shall be enforceable not withstanding any contradictory language in the Terms of Use.” [redacted] cancelled her services on 2/2/2016 which left her with 16 months remaining in her contractual agreement. She has a remaining balance of $262.99 which includes the early termination fees. Although we do see that she has been making a $20 payment per month, the agreement when signing the contract is that the balance is due at the time of the disconnect. We find that this balance is valid and therefore consider this matter closed. We have attached a copy of her signed contract. Sincerely, Amber N[redacted] Customer Advocate Zito Media
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize about the trouble that this customer has experienced with their Wi-Fi not working. We do see where services were online but where the Wi-Fi would not broadcast in the customer’s home. This allowed the customer to connect directly but would not allow him to use Wi-Fi in the home. We have had a technician out on 05/16/2017 to replace the Wi-Fi modem. We have called and confirmed that his services are working after the modem swap. Because services were working except the Wi-Fi, we feel a fair credit would be $50. This will compensate the customer $10 off for the past 5 months. He will see this credit on his upcoming billing statement. Should he have any additional trouble, he can reach us anytime at [redacted]. We consider this matter resolved. Sincerely, Ashley [redacted]
[redacted]
[redacted]
*
Revdex.com:
I have reviewed the response made by Kimberly O[redacted], Customer Advocate, Zito Media in reference to complaint ID [redacted]. I appreciate Ms. O[redacted] response and willingness to correct my problem by having Zito Media complete my installation agreement, which consists of burying a coax cable to my house which includes a road bore under a township road. I also appreciate the fact that Ms. O[redacted] has made a commitment to follow the progress on my cable burial request to ensure this is completed in a timely manner. I accept Zito Media's response to solve my complaint, but I will only consider this complaint resolved when my installation agreement (cable burial) is completed in a timely manner.I would again like to thank Ms. O[redacted] with Zito Media for her willingness to help solve my problem.
Regards,
[redacted]
since u want to sit their and lie ur not getting no money from me and im not sending a payment[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This is a bold-faced lie. A credit was not given for the loss of service I have encountered. Per Shannon, a supervisor, my account was closed 4 days prior to the end of the billing cycle. I was credited for those 4 days. Furthermore, per Zito's customer service rep when accessing my modem, I was offline TWENTY TWO times in a 24 hour period, and this was a recurring situation that they recognized repeatedly over the last 7 months. However, when forwarding the problem to Shannon, the supervisor, the problem was blown off, ignored, and she was extremely rude to the point of hanging up on me. And lastly, while the only appointment I was offered to fix my broken service was TWENTY ONE DAYS later, during that same phone call when I said I would simply cancel, a tech appointment miraculously opened up to pick up the equipment. For the record, that appointment was set for three days later - not twenty one days. That appointment was for today, and I stayed home to be sure the tech picked up the equipment during the allotted time - 12PM - 3PM. As of 3:37 (current time) the tech has not showed. Par for the course for this company. Techs no-showing was a major complaint I had every time I called the company regarding my broken service. Zito is a media company offering internet services to their customers. The last thing I would think they would want is bad press and reviews from customers over social media. However, this is what I am consistently finding from my own circle of neighbors and friends, and I will certainly be telling everyone I know that Zito is an unprofessional company with subpar equipment and negligent employees. Regards,[redacted]
[redacted]
[redacted]To whom it may concern,This is in response to the Revdex.com complaint ID: [redacted] We apologize for our misunderstanding of the way the devices were connected to the modem. After review this situation, we have decided to apply an additional credit of $50.00 to [redacted] account for the router that he purchased. Zito Media will not be compensating this customer for any additional devices. We consider this matter closed.Should this customer have any additional questions, he can reach us anytime at [redacted]
Sincerely,[redacted]
*
[redacted]
Please review our attached response to the customers complaint.This matter has been fully resolved at this time and there will be no further adjustments made to this account.To whom it may concern:I am extremely sorry to advise that Zito Media does not alow a “grace period” or “buyers remorse” clause in their contract terms. Once a contract has been entered into, any stipulations in the contract take full effect immediately. It is also outlines this within our Terms of Use as well:“2. Payment; Charges; Refunds(a) I agree to pay ZITO MEDIA for (i) all use of my Services, (ii) installation and applicable service charges (iii) ZITO MEDIA Equipment, and (iv) all applicable local, state and federal fees and taxes. Charges for the Services are set forth on a separate price list that I have received. I will be billed monthly in advance for recurring monthly charges. Other charges will be billed in the next practicable monthly billing cycle following use, or as otherwise specified in the price list. ZITO MEDIA may change both the fees and the types of charges (e.g., periodic, time-based, use-based) for my Services. IfI participate in a promotional offer that requires a minimum time commitment and I terminate early, I agree that I am responsible for early termination fees associated with such promotion.”Your account has been fully credited for all charges beginning from the date of install on 8/5/15 all the way through the next billing cycle ending on 9/20/15. The full cost of these services has been credited for a full credit amount of $325.72. Due to the downgrade of services, there has been an Early Termination Fee of $460 that has been applied to the account making the current balance $457.61. TheETF is a valid charge and the it is also on file that the customer was made aware of this harge for downgrading his service and that he “didn't care” about this charge. This is documented on 8/23/15.Once again, I apologize for any inconvenience and I hope this clarifies things.Sincerely,Kimberly O[redacted]Customer Advocate
Zito Media [redacted] Coudersport, PA 16915 Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1990 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response...
to follow up for complaint ID: [redacted]. We have informed Ms. [redacted] of the issues that we had with her previous provider ([redacted]) regarding the porting of her telephone. We were finally able to get a FOC notification from [redacted] for a porting date of 9/6/16. We have reached out to Ms. [redacted] to ensure that her number is now working with her Zito Media services. This issue was at no fault of Zito Media but we were happy to address her concerns and resolve this issue. Sincerely, Amber N[redacted] Customer Advocate Zito Media
Please see the attached response that has been emailed as well as postal mailed to the customer.We are working to resolve the customers issue and we have provided adequate credit to compensate for the ongoing issue at this time.This issue has been resolved to the best of our ability at this time.Thank you,Kimberly O[redacted]Customer Advocate
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint...
#[redacted]. We apologize about the delay in transferring services to Zito Media. Unfortunately, we are unable to credit back for services rendered by [redacted]. Services were active through [redacted] at this time and it would be up to their discretion to provide any credits and not Zito Media. We have applied credits totaling $40.00 to this customer due to the trouble they had experienced with transferring their services to Zito Media. As a courtesy to the customer, we will apply an additional $30.00 credit which they will see on their next billing statement. At this time, no further credit is due. We consider this matter closed. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
To whom it may concern:This is a response to follow up for complaint # [redacted]. I
have spoken with our Technical Operations Manager for this area and requested
this issue to be expedited. This drop
line burial requires a contractor (which must be hired as a third party) in
order to...
proceed with the road bore that is necessary to bury this cable. We are in the process of obtaining a
contractor to perform this service and are anticipating on having this done
very soon. I will be following the
progress on this request for the customer to ensure this is completed in a
timely manner.Sincerely,Kimberly O[redacted]Customer Advocate
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 1411 K St. NW, 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted]. To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize about the concerns that this customer has...
had with their services. We have researched the customer’s account to get a better understanding of an appropriate credit due. The details of their contact to our company over the last month is documented below: 11/02/17 – Customer called in advising intermittent connectivity. Troubleshooting was completed and documented as resolved. 11/05/17 – Customer called in to schedule a work order to have their line buried. They also advised of pixilation issues on their television. A work order was scheduled and completed on 11/07/17. The technician replaced 100’ of mainline 500mc2 at the beginning of [redacted]. 11/17/17 – Customer called in and reported all services out. A work order was scheduled and competed on 11/18/17. We had attempted to reach out to the customer on 11/19/17 and left a voicemail following up to see if service trouble was resolved. 11/19/17 – Customer called in about getting credit for 11 days without services. Documentation and service levels did not support this. Credit was provided for the documented day without service. A work order was also scheduled to bury her cable drop. 11/21/17 – Customer called in wanting credit for trip charge. A credit was applied for such. Per Zito Media policy, a customer must request credit for service trouble within 30 days. As such, we will go back 30 days to apply an appropriate credit. This customer has documented service trouble from 11/02/17, 11/05/17-11/07/17, 11/17/17-11/18/17. Credit has already been applied on 11/15/2017 and credit for 11/17/17-11/18/17. We have credited an additional amount of $22.72 to cover service costs for 11/02/17 and 11/05/17-11/07.17. We have monitored this customer’s services to ensure there are no further service related trouble and services are fully functioning. Signals are well within acceptable range and they have good ping times and no packet loss. We consider this matter resolved. Should this customer have any further trouble, we do ask that they reach out to us at [redacted] for further assistance. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media [redacted] Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow...
up for complaint: [redacted]. We are sorry to hear that Mr. [redacted] had been experiencing issues with his Zito Media services. During the time frame that Mr. [redacted] had Zito Media we had very few service calls to his location. There was an area wide outage on 2/17/16 and then we had a maintenance technician out on 2/21/16. Those are the only 2 days that we had received any reports of service issues. Both of these issues were reported and resolved within 24 hours. The $10 credit that was applied to Mr. [redacted]’s account more than covered those 2 days of service issues. We had a service call in March at which the customer was not home when the technician arrived for the service appointment. We had contacted the customer the next day as a quality call at which they stated that the issue was resolved. We had also refunded the cost of the installation at $29.95. Unfortunately, the reason their service was not working properly during March and April was due to a soft suspension on the equipment due to billing. We had also applied a credit of $20 to Mr. [redacted]’s account on 4/17/16. At this time, Mr. [redacted]’s account has been disconnected due to non-payment as of 5/6/16. For this reason, we consider this matter resolved. We would be happy to help Mr. [redacted] with an issues in the future with Zito Media if he chooses to reinstate his service. Sincerely, Amber N[redacted] Customer Advocate Zito Media
[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 to me.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] I spoke with a customer service rep on Aug 16 and was told a tech was in the area fixing the problem since Aug 15, sadly the problem still exist and hasn't not been taken care of.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC an Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] & [redacted] Ticket #: [redacted] To whom it may concern, This is in response to case #: [redacted]. We can assure this customer that burying his drop is top priority to us as we enter his area. Typically, we bury cable drops town by town. For example, we complete all drop buries in one town before we move on to the next one. Unfortunately, we are behind on our drops buries due to any injury to one of our technician. We can assure [redacted] that this will be completed before winter. We appreciate [redacted]’s patience and understanding. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington D.C. and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted]
Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We...
apologize for the trouble that [redacted] had while she had Zito Media services. We have reviewed the account and have decided to waive the Early Termination Fees for disconnecting services. The ETF of $380 has been removed from Ms. Johnson’s account. The remaining balance for services is $41.04. Once this is paid, the account will be removed from collections and her credit report. We find this matter resolved. Should this customer have any additional questions, they can reach us anytime at ###-###-####. Sincerely, Amber N[redacted] Customer Advocate Zito Media
Zito Media [redacted] Coudersport, PA [redacted] Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd., Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern: We have read the customer’s statement and have tried to...
reach out to [redacted] at the number provided ###-###-#### on three different occasions. In the effort to try and reconcile the issues. We have left voice mails on all three occasions requesting to return our call. We left a voice mail on these three days: February 17, 2018 February 20, 2018 February 23, 2018 Our phone call has not been returned. We consider this matter closed. Should [redacted] have any additional questions, we can be reached at ###-###-####. Sincerely, Michael V[redacted] Customer Advocate Zito Media
To whom it May Concern,Please see our attached response to this customers complaint. We are fully aware of the FCC eliminating analog signal and requiring all customers to receive their service through a digital converter. We had originally provided the customer with a [redacted] capable...
receiver, however, Zito has since discovered that this feature is still experiencing problems at this stage. We then scheduled an appointment to send a technician out to [redacted]'s home to swap this box for a regular digital receiver, however the customer then cancelled this appointment and advised he "needed to make up his mind". I have now reached out to the customer multiple times to offer a new appointment to some and swap out his equipment so that he may be able to enjoy his cable service in digital as it should be. I am awaiting a response back from the customer at this point.Thank you,Kimberly O[redacted]Customer Advocate
Zito Media [redacted]
Coudersport, PA 16915 Revdex.com of Western Pennsylvania 400 Holiday Dr, Suite 200 Pittsburgh, PA 15220 Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint # [redacted]. We have further investigated the account and...
found that the customer was having trouble with his services on 12/12/2016. On 12/15/2016 we called the customer to inquire if the services were working and he stated that they were working good. The customer did call back in on 12/16/2016 and 12/17/2016 to state that the Wi-Fi was not working on his modem. He did still have internet service at this time. He contacted us on 12/22/2016 to state that this issue has been fixed and cancelled the service order for us to help resolve this for him. We did provide him with $15.00 off for 3 months starting 11/10/2016 to help compensate [redacted] for his frustrations. We have also given him a $15.00 credit on 01/21/2016 as a courtesy to the customer for service issues he has been experiencing with his Wi-Fi. This customer cancelled the service work order and is not cancelling his services effective 01/25/2016. No further credit is due and we consider this matter resolved. Sincerely, Ashley F[redacted] Customer Advocate Zito Media
Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 2005-3404 Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint: [redacted]. [redacted]...
entered into a 2-year agreement with Zito Media on 06/02/2015. She signed a 24-month contract that would provide her with a discounted rate for that 24 month time frame. The contract with Zito Media is by no means a requirement with Zito Media. The contract is optional. On the contract it notes “We acknowledge that the accepting delivery of Zito Media services indicates agreement to be bound by Zito Media’s Terms of Use, which can be found in its entirety at www.zitomedia.com. Further, by selecting to receive the special 2yr Agreement Discount listed above, I/we are agreeing to maintain our subscription to those services for 24 consecutive months. Early cancellation of services provided under the 2yr Service Agreement Discount will result in a fee of $20 per month for each of the remaining months. The 2yr Service Agreement term and penalty shall be enforceable not withstanding any contradictory language in the Terms of Use.” [redacted] cancelled her services on 2/2/2016 which left her with 16 months remaining in her contractual agreement. She has a remaining balance of $262.99 which includes the early termination fees. Although we do see that she has been making a $20 payment per month, the agreement when signing the contract is that the balance is due at the time of the disconnect. We find that this balance is valid and therefore consider this matter closed. We have attached a copy of her signed contract. Sincerely, Amber N[redacted] Customer Advocate Zito Media
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To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize about the trouble that this customer has experienced with their Wi-Fi not working. We do see where services were online but where the Wi-Fi would not broadcast in the customer’s home. This allowed the customer to connect directly but would not allow him to use Wi-Fi in the home. We have had a technician out on 05/16/2017 to replace the Wi-Fi modem. We have called and confirmed that his services are working after the modem swap. Because services were working except the Wi-Fi, we feel a fair credit would be $50. This will compensate the customer $10 off for the past 5 months. He will see this credit on his upcoming billing statement. Should he have any additional trouble, he can reach us anytime at [redacted]. We consider this matter resolved. Sincerely, Ashley [redacted]
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