Sign in

Veracity Networks, LLC

Sharing is caring! Have something to share about Veracity Networks, LLC? Use RevDex to write a review
Reviews Veracity Networks, LLC

Veracity Networks, LLC Reviews (16)

After reviewing this account again with senior management It has been determined that we will accept the replacement check of The rest of the balance owed is which Veracity will credit for a zero balance This customer was still under contract when the account would've been cancelled but that message failed to come across when the account balances were being discussed in Sept We hope this will reflect a favorable outcome as we will be honoring the customer's request to accept the final pay off balance for Once we receive this payment, we will then issue the corresponding credit to have this account at a zero balance and consider the account closed

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 Sincerely, [redacted] ***

[redacted] Veracity Acct # [redacted] Revdex.com Case # [redacted] We have reached out to Mr [redacted] and worked out a solution, reducing the cancellation fee to $ [redacted] and crediting the remaining balance of $*** We explained what the issue was with his Internet service and why it took a couple of days to have our up-line carrier to look at and try and get resolved We also talked about the concerns he had about customer service and resolved those issues We explained to Mr [redacted] that the contract is valid and the cancellation fee stands However, we do recognize his frustration and want to help the situation by reducing the cancellation fee in half Mr [redacted] agreed to this solution Veracity and Mr [redacted] consider this matter to be closed The internal ticket number regarding this situation is [redacted]

Account History: · 4/1/– 1/11/Mr [redacted] had a history of being late as he was late on months out of the months he was a Veracity Networks customer · 12/22/– Mr [redacted] called in stating services were not working · 1/26/– Mr [redacted] called in to cancel as there was no resolution after the issue had been escalated multiple times to engineering · 1/28/– A credit of $was issued to the account for the services issues The credit covered the cost of services from 12/20/(two days before the trouble ticket was opened) – 1/26/ A prorated credit for both internet and phone services from 12/20/15-1/26/would have been $250.29, with a monthly invoice of $ The $credit covered more than the time we were aware of the TV issue A $credit was also applied to waive a late fee· 1/28/– After all credits were applied and the account was cancelled as of 1/26/16, the remaining balance was $· 2/12/– Veracity Networks mailed out the final balance · 2/29/– Veracity Networks mailed out a collections notice and he had until 3/20/to pay the balance · 1/10/– Veracity Networks mailed out another final collection notice and he had until 2/20/to contact us(See attached form) · 1/29/– Mr***’s wife called in saying she would not pay the past-due balance of $· 4/17/– Veracity Networks sent the customer’s account to 3rd party collections Veracity Networks delayed sending Mr [redacted] to 3rd party collections in the 6-month time-period He had almost two years to pay the outstanding balance Now, the account has been sent to 3rd party collections, per company policy, for this unpaid balanceVeracity Networks has informed Mr [redacted] he will need to work with the collections company to settle the amount due

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
Sincerely,
*** ***

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
Sincerely,
*** ***

*** ***
Plat Acct # ***
###-###-####
*** * *** **
*** ** ***
Revdex.com Case # ***
Veracity was contacted by the ***’s in March of
concerning the installation of Internet and phone services in their home. A site survey conducted by a
Veracity
technician revealed issues with their internal wiring, which was immediately communicated
to the ***’s. It was recommended
that an electrician be contacted to fix the issues with the wiring in their
home
Veracity technicians have confirmed many times that the
issue remains an internal wiring issue, as we are able to connect to our
equipment both remotely and on-site and access Internet and phone
services.
In an effort to help and temporarily resolve their internal wiring
issues, Trevor, the Veracity technician who was dispatched, installed their
wireless router in the laundry room as that was the only viable connection in
the home.
We dispatched Trevor again and he communicate with Mrs
***, confirming their services are indeed working and that they still need
to have an electrician resolve the other wiring issues in the home
This complaint was logged into the Veracity ticket system
under ticket number ***. Veracity
considers this matter to be resolved

As we were not made aware of the issue until 12/22/15, we did not have an opportunity to resolve any service issues sooner. Our policy is to credit the amount up to the cost of the services that were affected from the time we are notified until it is resolved. In this case, an amount was credited for services between 12/20/15-1/26/that covered both the internet, which was working, and the TV services. To come to a resolution, we are willing to lower the past-due balance to $85. Because the account is with Mountain Land Collections Inc., please contact them to settle that amount as we are not able to take the payment

We have reviewed Complainant's allegations suggesting we harmed their business by providing "poor phone quality" or service Complainant notes they raised issues concerning this matter and the Company maintained their service would improve
Additionally, Complainant proclaims they were promised credits that never materialized As the CFO of the Company I have reviewed the assertions and while Complainant's perception of events are clearly slanted they may not entirely fit the actual facts In developing my response three main areas were reviewed to determine what, if any, validity there is to the complaint The three areas reviewed include: an analysis of all Complainant's invoices and subsequent usage patterns, service tickets opened with Customer Care, and the master service agreement executed by Complainant for their service. Invoices and subsequent usage patterns: Complainant ordered local presence service on October 4, (via a month contract) then promptly added hosted services in December 2013, modified service in February and continued through November An analysis of all invoices shows Complainant's use of Company's services began with calls with minutes of use in December continually ramping on a monthly basis until October 2014's high water mark of calls and minutes of use If Complainant is correct they were provided with poor phone quality and could not use the service this analysis (which can be supplied to the Revdex.com under cover of confidentiality) evidences otherwiseFurthermore, Complainant did receive a credit in April amounting to $1,which contradicts the assertion promised credits never materialized. Service Tickets - Customer Care:A careful review of all Complainant's twenty (20) service tickets provide only two (2) with concerns about quality of service The majority of the service tickets were initiated by Company as Complainant was habitually behind in rendering payment for servicesIt would seem very difficult for Company to fix items that were not reported via Customer Service. Master Service Agreement:Complainant's executed a Service Order which included the MSA (Master Service Agreement) providing for remedy in the event of an uncured material breach In particular Section (Default and Termination) as well as Section (Service Outages and Service level Agreement) provide the requirements for a Customer terminating service Company understanding Complainant was not happy with services decided to allow termination of services even though our MSA allowed us to not do so. Company recognizes Complainant was unhappy with services and agreed to terminate the contract provided Complainant paid for services actually used As of February Complainant owes Company $*** Company strongly believes Complainant, in good faith, should honor their agreement and pay the outstanding balance.As an aside there were three companies located in the same building with Complainant, two of which have had and continue to have service with Company Even more noteworthy is the equipment used as the interface was for all three companies If Company services were deemed poor why then would other customers continue to use the same service Company is willing to work with Complainant to resolve this matter.Cheers,

Complaint: [redacted]
I am rejecting this response because:Veracity is claiming this was a short problem. As if it lasted a month or so. That the little there refunded was accurate. This went on for over 3 months. The little refunded for there terrible service was not any where near enough. The information about the account was a nice touch. So if you would like to see how great a company they are just look at the yelp ratings. This is what I dealt with for many years. The service on and off. If he was honest. He would release the notes from the technical support team. Who we dealt with. He is a complete liar. This company agreed several times that they were at fault and they would take care of this. It shows the real trouble they must be in. To come back to me over 2 years after I severed ties with them. Is an absolute joke. It is lie after lie with them. They promise one thing and deliver another.   1- They failed to provide acceptable service for over 3 months. 2- They Agreed it was there problem. 3- They agreed when we canceled that they would remove ALL charges. 4- This person told me they would not talk to me because it was with collections. And now he agrees to comment back. It just shows what kind of people that we are dealing with. It is not a mistake that so many customers talk about the terrible service.             That along with the terrible customer service. Is why this company is destine to fail.
Sincerely,
[redacted]

Account History: ·         4/1/12 – 1/11/16 Mr. [redacted] had a history of being late as he was late on 28 months out of the 46 months he was a Veracity Networks customer ·         12/22/15 – Mr. [redacted] called in stating...

services were not working ·         1/26/16 – Mr. [redacted] called in to cancel as there was no resolution after the issue had been escalated multiple times to engineering ·         1/28/16 – A credit of $267.88 was issued to the account for the services issues.  The credit covered the cost of services from 12/20/15 (two days before the trouble ticket was opened) – 1/26/16.  A prorated credit for both internet and phone services from 12/20/15-1/26/16 would have been $250.29, with a normal monthly invoice of $198.95.  The $267.88 credit covered more than the time we were aware of the TV issue.  A $10 credit was also applied to waive a late fee. ·         1/28/16 – After all credits were applied and the account was cancelled as of 1/26/16, the remaining balance was $107.33 ·         2/12/16 – Veracity Networks mailed out the final balance ·         2/29/16 – Veracity Networks mailed out a collections notice and he had until 3/20/16 to pay the balance.  ·         1/10/18 – Veracity Networks mailed out another final collection notice and he had until 2/20/18 to contact us. (See attached form) ·         1/29/18 – Mr. [redacted]’s wife called in saying she would not pay the past-due balance of $107.33. ·         4/17/18 – Veracity Networks sent the customer’s account to 3rd party collections.   Veracity Networks delayed sending Mr. [redacted] to 3rd party collections in the normal 6-month time-period.  He had almost two years to pay the outstanding balance.  Now, the account has been sent to 3rd party collections, per company policy, for this unpaid balance. Veracity Networks has informed Mr. [redacted] he will need to work with the collections company to settle the amount due.

[redacted]
Veracity Acct # [redacted]
[redacted] [redacted]
[redacted]
Revdex.com Case # [redacted]
We have reached out to Mr [redacted] and worked out a solution,
reducing the cancellation fee to $[redacted] and crediting the remaining balance of
$[redacted]. 
We explained what the issue...

was with his Internet service
and why it took a couple of days to have our up-line carrier to look at and try
and get resolved.  We also talked about
the concerns he had about customer service and resolved those issues.
We explained to Mr. [redacted] that the contract is valid and
the cancellation fee stands.  However, we
do recognize his frustration and want to help the situation by reducing the
cancellation fee in half. 
Mr. [redacted] agreed to this solution.  Veracity and Mr. [redacted] consider this matter
to be closed.  The internal ticket number
regarding this situation is [redacted].

[redacted]
Veracity Acct # [redacted]
###-###-####
[redacted]
[redacted]
Revdex.com Case # [redacted]
Veracity was contacted by Mr. [redacted] on Jan 29th
to cancel his account.  It takes 3-5
business days to process all cancellation requests, however, the date...

of
cancellation is the date of first contact. 
Mr. [redacted]’s account was canceled on Jan 29th, the date he
contacted Veracity. 
Veracity received confirmation from Utopia on Feb 2nd
that the services were in fact shut off and disconnected.  At that time, Veracity continued the internal
processes to complete the account cancellation, including determining any
necessary credits.
Mr. [redacted] was charged for services between Jan 10th
and Feb 10th.  This invoice, #
[redacted], was paid on Feb 1st, as his account was not yet canceled.  After the cancellation was completed, a
credit of $24.97 was determined, refunding Mr. [redacted] for services between Jan
29th and Feb 10th. 
The rest of the payment was used to pay for services between Jan 10th
and Jan 29th.
We contacted Mr. [redacted] on Feb 4th concerning
this matter, explaining the payment and credit. 
Mr. [redacted] stated he was satisfied with the explanation.
This complaint was logged into the Veracity ticket system
under ticket number [redacted].  Veracity
considers this matter to be resolved.

After reviewing this account again with senior management.  It has been determined that we will accept the replacement check of 1077.21.  The rest of the balance owed is 1010.61 which Veracity will credit for a zero balance.   This customer was still under contract when the...

account would've been cancelled  but that message failed to come across when the account balances were being discussed in Sept 2016.  We hope this will reflect a favorable outcome as we will be honoring the customer's request to accept the final pay off balance for 1077.21.  Once we receive this payment, we will then issue the corresponding credit to have this account at a zero balance and consider the account closed.

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.
Sincerely,
[redacted]

Today 09-20-16 our VP of Customer service personally met with [redacted] today and their account rep Paige with regards to the ongoing issues that he's been having that he's stated in this complaint.   After that meeting, here is what is being done to resolve the issues discussed and...

the customer complaints.  We have fixed the security with our free conference calling so that these numbers will not be blocked any more by Veracity and we have put security measures in place.  We also discussed the Utopia outage as well and will be issuing a $750.00 customer appreciation credit for the Utopia issues.  We will continue to work closely with the customer to ensure all their needs are being met and taken care of.

Check fields!

Write a review of Veracity Networks, LLC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Veracity Networks, LLC Rating

Overall satisfaction rating

Address: 170 W Election Rd Ste 200, Draper, Utah, United States, 84020-6420

Phone:

Show more...

Web:

This website was reported to be associated with Veracity Networks, LLC.



Add contact information for Veracity Networks, LLC

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated