TouchTone Communications

I am rejecting this response because: I had started a complaint earlier. There was a response that the business "felt that it was all cleared up with me" but they failed to respond to my email which I felt was a fair cost for a terrible experience. To summarize the service I contacted the company because my ac was not functioning. When I contacted them I specifically told them my main point was to have someone to talk to about a future upgrade. I also told them exactly what I felt was wrong with the unit (I was correct). They came to my residence without notifying me and startled my wife. The technician "fixed" the problem and the AC ran for approximately 15 minutes before blowing a fuse. Noted that they put a 3 volt fuse in a system that had been working on a ten volt for 5 years. The technician left a mess on my roof and the billl was astronomical in my opinion. I contacted the owner to discuss my issues and she did not have technical experience and when describing the charges she explained that markups were due to business expenses. She further stated that I would better understand if I had run a business which is interesting because I have. Found it to be insulting. The mark up for the fuse, which blew out in a very short time was cost = apron 50 cents to 13 dollars. The cost of the transformer that I told them likely needed to be replaced was cost=aprox 30 dollars to 117. They charged 88 dollars for the trip stating that is the standard fee. Per my wife he was there for about 45 minutes. I was not satisfied with the call and I replied that I felt the cost of the parts. something around 31 dollars and the trip fee was fair, as again the main point was to be there in person. I was not happy with the 10 percent discount. I stated that something along the lines of 119 for parts and wasted trip would be fair. The response did not reflect my opinion. Today I have received a past due bill, with no changes and a late fee, totaling 196.20 dollars for in my opinion a very bad experience. I feel that 119 is fair and that is what I am going to pay. From there I feel I should start warning others about a small town business with seemingly poor PR skills. Sorry if this sounds harsh but it is just asinine to me that a company that didn't provide what they say and didn't do it correct the first time would charge an unhappy customer. My business model included savings for this so that people remain happy. My best [redacted]

During our phone conversation on August 30, 2017, before I ever received the above email, I explained the charges, apologized, told Mr. [redacted] I would have someone come clean up the wires, and offered to send someone out to discuss further options and he declined.  At that point I was under...

the impression he was content.  I then received his above email, responded and offered a discount.  I really thought this issue was resolved!       [redacted]

Review: Tuesday, August 19, 2014, I reached out to Touch Tone Communications regarding unlawful disconnect of business phone service. The first representative that I spoke with was [redacted] whom which is a fast talker and combative. Her tone was condescending and she focused more on explaining to me as the customer that "some times the Touch Tone Communications system does not…do something in the back ground that recognizes the customer payment and prevent any disconnects…" [redacted] proceeded to give me a lecture and explain is not Touch Tone Communications responsibility to know the phone service is not working unless I as the customer notifies the telecommunications business.

I proceeded to ask for the Revdex.com number that represents the business and [redacted] stated she will transfer me to a supervisor. The supervisor is named [redacted] and his customer service was actually worse than [redacted]'s. He started with a condescending tone stating if he had to stay all night to re-ensure the connection of the business line he would. I simply stated please make sure the service is connected before the end of Touch Tone Communications business hours. He went on to ask what number should he call on to complete the test. I began to recite the toll free number and [redacted] interrupted me stating he has the number from the account. [redacted] and I ended the call and less than one minute I receive a call on my personal cell phone from [redacted] stating "This is a test call. Thank you." and he immediately hung up the phone. I called Touch Tone Communications back and [redacted] answered. I explained to [redacted] that he'd just called my personal cell phone and it was very rude of him to hang up the phone without acknowledging me as the customer. To call someone and make a statement and immediately hang up is rude especially if Touch Tone Communications is a service provider. [redacted] became very combative and cursed at me. I immediately stated I will not proceed in this conversation and will be reporting the company.Desired Settlement: A letter of apology and plan of action to train employees of what true customer service as it relates to tone. [redacted] and [redacted] were extremely rude in a condescending way and [redacted] cursed and yelled. He displayed signs of someone who lacks control of temper and rather than communicate calmly he yells in an angry manner.

Business

Response:

This customer called in and was extremely rude to our customer service rep. and would not let her get a word in as she tried to explain the account had been disconnected for non payment. At that point the call was transferred to me and [redacted] continued to talk over me and would not let me explain the problem with the account. Attached is the disconnect letter we mailed the customer in July. The account was paid on 8/8 but never reconnected properly. The customer did not call us to let us know there was a problem. We offered a credit for any fees for the entire month as a courtesy even though the customer was correctly disconnected for non-payment. We wrote up a credit of $7.98 and offered to provide a list of any calls to the toll free during the time the toll free was disconnected for non-payment. At that point she said she doesn't need anything from us and hung up on me. At no point did anyone use bad language, the customer was irate because they fell behind on payment and were disconnected and would not let us help or get a word in. Please let us know if you need anything additional from us.

Regards,

Review: I have TIMELY paid this company for TOLL FREE long distance service for my # [redacted] for over 4 years, now we have these 5 problems:

1. I set up AUTO PAY with a credit card on may 9, 2013 --- I got EMAIL CONFIRMATION saying "i never had to worry about late payment again", and yet according to Their customer service rMANAGER "mark" ... I spoke to on the phone june 20, the reason OUR CUSTOMERS have been getting a recording that "this number is NOT available in your area" INSTEAD OF BEING CONNECTED to my office ... is that our account was "PAST DUE AND THE LINE WAS BLOCKED"?

I asked how can our account be past due if there is an effective AUTO PAY ORDER IN PLACE FOR IT and instead of give me an answer SUPERVISOR MARK just wanted to insult my intelligence and tell me somehow I SHOULD HAVE NOTIFIED TOUCHTONE THAT THEIR COMPUTER SYSTEMS WERE NOT FUNCTIONAL OR THEIR SDTAFF WAS INCOMPITITENT, but how was I supposed to know that?

2. I was not NOTIFIED that any such BLOCK WAS actually PLACED on our line and that customers were sent to a FALSE RECORDING instead of bing directed to my local phone as CONTRACTED FOR.

3. To add insult to injury toushtone in fact processed a MANUAL CHARGE to the card I set up on the autopay feature on 6-6-13 for the full amount due .... 19 days AHEAD of the due date for some of the charges paid .... and then they LEFT THE BLOCK IN PLACE ON OUR LINE .... until I called in to complain about it on june 20 due to customer emailing us about the recording ... again MARK had NO EXPLINATION for how this happenned.

4. In reviewing my invoices I noticed that they also charged me LATe fEES, which I wan t to be refunded.

5. I also want refunded the 2.99 PAPER STATEMENT FEE that started charging me without any notice and also the $3.99 toll free monthly fee for this month when they DID NOT PRIVIDE the service.

6. Also, I demand thet they pay for lost customers on account of this GROSS neglect to turn linre back on 6-3-13 when charge me

.Desired Settlement: refund OVERCHARGES and also lost customers after they charged my card for ADVANCE PAYMENT and then did not turn my line back on.

Business

Response:

I apologize for the delay in response. I have reviewed this account and see that service was restored and the customer is still active with our company. I will have this issue addressed with our customer service manager and put some procedures in place so that something like this does not happen again.

As a courtesy, TouchTone Communications will be applying a credit to the customer's account for a year's worth of service. The customer averages about $10 a month so we will be issuing a credit for $120 which will be applied to their January invoice.

Regards,

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., provided they actually credit my account in January as they stated they would.

Regards,