Viaero Wireless

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This issued was resolved, not by them doing much helpful, but eventually found a competent person to correct the issue

We have review Mr***'s file and have received the home unit at our Warehouse location and will remove the $charge from his account. We apologize for the inconvenience

Complaint: ***
I am rejecting this response because:
They are partially correctI did not request the termination of the accountThey did that on there own and they have never responded to
my inquiries regarding the problem
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** phone calls were made on July to try to resolve issueThey never called me back and the store told me to give it a try for a week the promise of the unit was they guarantee or money back and saying I'm dead to keep from refunding is just an excuss

Mrs*** did set up an account October 31,
2014. In early December, Mrs*** called in to report issues regarding
home internet speeds and service issues. We were in the process
investigating the issues reported by Mrs***. On December 17, Mrs
*** called to cancel the home internet unit and Viaero waived Early
Termination Fees, along with giving a total of $in credit for overages
and cancellation of the home internet serviceThe customer had signed a contract for a total of lines of service, beginning
October 31, 2104. On December 29, the customer had agreed to payment
terms on their account. The customer then called back on January 2,
to cancel service. The early termination fees for canceling before the
contract ends are clearly outlined in the contract and represent $1,in
Early Termination Fees. The resulting balance is $1,was
invoiced to the ***s on February 1, 2015. Viaero has posted credit to the bills
and made good faith efforts to work with Mrs*** to resolve issues.
The ***'s are requesting to have ALL fees waived, Viaero feels it has
provided service to the ***s for months and has not received any payment
Viaero has posted credits
to the account to accommodate overages incurred by the ***s Viaero cannot waive the ETF’swhy here

December 30, 2014 Revdex.com 1020 Cherokee Street Denver, CO 80204 RE: Complaint against Viaero Cellular Phone, 1224 West Platte Ave., Fort Morgan, CoEnclosed you will find a copy of a letter sent to the aforementioned...

company as one of several effortsto settle a Company/Consumer problem. Without seeking additional mediation.In essence, as a customer of Viaero for several years, I've paid for every service I have received. In addition, I purchased a Cell Phone that was defective at a price of $110. When asked to replace the phone, I was told that the only remedy they had to offer, was to try to sell it to someone else. Whenasked to have the phone checked out to verify it's defective problems. It mysteriously disappeared from theViaero Store. As a result, I had to purchase another phone and was told I could not do this without being committed to another contract.I believe the Consumer should pay their Bills, and the Business should have the integrity to make surethe Consumer receives quality Products and service. When Viaero failed to do this, I discontinued myaffiliation, paid what I owed, including the new contract with the exception that I have withheld $110 for the defective phone. They continue to bill me.  Your attention to this matter will be greatly appreciated, as I do not believe I'm the only consumer that has a problem with this Company. hatSincerely yours,[redacted] 
[redacted] 9/19/2014 _FO: Viaero 1224 W. Platte Avenue Fort Morgan, CO 80701 From: [redacted] 
[redacted] Please note that eye surgery and the inability to see has prevented an earlier response to the most recent billing I received in the amount of $166.34, that was part of a calculation that included a $280.00 charge for early termination. I WOULD LIKE TO EXPLAIN HOW A NEW CONTRACT CAME ABOUT AND WHY THE ENDING OF MY PHONE SERVICE. I've been a customer of Viaero for some time. And paid my bills faithfully. On 11/26/2013 I dropped my phone in water and went into the store at 329 E. Platte to purchase a new one. (Clerk-[redacted]). Preferring a Flip Model, I purchased a phone for $110 plus a car charger. Having trouble making and receiving calls, I took the phone back, clerk did some adjustments and said it worked. Later, my son tried using and calling the phone and determined it was defective. I took it back and asked for a replacement. I was told Viaero was no longer selling the Flip Model. When I asked for a refund, I was told that the best she could do was to try to sell it to someone else for me. I replied that I wouldn't want to sell a defective phone to someone else and then I realized that that was probably what I had bought. With limited time away from the office and immediate need for a phone, I was not prepared to pay full price for a smart phone, so my purchase included the contract, which I felt was a SCAM. My son became irritated over the situation and took the Flip phone back in, showed her why it was defective and insisted upon a remedy. He was told they would see if it could be fixed. When he returned for the phone, it had mysteriously disappeared. However, I still have my receipts. With my phone and two internet, my bill remained fairly consistent. Then I started to receive outrageous bills for overages. I went to the West Platte store and thought I'd made arrangement for unlimited calling at an additional $41 a month that would have made my monthly statement about $150, However, the next bill was for $378.56. So that is why I now only have service for one internet. Since nothing was done about the defective phone I purchases, I'm deducting $110 from this statement and sending a copy of this letter along with a complaint to the Revdex.com. Signed: [redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Thank you for addressing this situation.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
    The store misrepresents the product and warrantee by trying to get the quick sale. 2 days after buying it I Tryed to return it and they told me to keep it and call tech service. When they couldn't fix it and didn't call me back I returned after a week. Very poor service. But using the excuss of me being dead to close the case then charging me an outrageous amount for data usage when they were telling me to keep it is unprofessional.

from: '[redacted]' via Dispute Resolution <[email protected]>reply-to: [redacted]...

<[redacted]>to: "[email protected]" <[email protected]>date: Wed, Nov 4, 2015 at 4:52 AMsubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] 
[redacted]I was contacted by a Viaero Rep on Nov. 3, 2015, in regard to this complaint. She offered me 5 months of free service to compensate for my loss of income and travel expenses. I agreed that would be fine. However, she then stated that to offer this 5 months of service that it would have to be manually entered into the system each month by a supervisor. I immediately questioned this, as the extreme level of incompetence I have experienced in the past with Viaero. I do not feel comfortable nor confident with the fact, that my service is dependent upon a person remembering to enter this into the system. This is setting the stage for another disconnect. I already can see how this will play out. Viaero will disconnect my service AGAIN, and then offer an apology because the person responsible for this task, was ill, on vacation, no longer employed with the company, etc. History will repeat itself with this offer, and then we are back with the same issue. Viaero still has not offered any means of compensation, for the fact that they wrongfully and illegally disconnected my service, in the first place. This is my final and firm offer to settle this: I will accept a full refund of my service beginning 04/14/2015 thru 11/30/2015, with this to be paid immediately. This is due to my constant monthly issues with Customer Service. The notes on my account reflect the constant and ongoing issues with my account. I will accept a new (not refurbished) [redacted] cell phone with express delivery, for the fact that they wrongfully and illegally disconnected my service.  As for, the 5 months of service already offered, I will only accept that, if there is a compensation offer made in advance, in the event that my service is wrongfully disconnected in the future. If there is no advance compensation agreement to guarantee my service attached to this 5 month offer, than I would accept a payment immediately on this offer. Viaero needs to realize that customers are their business and that all their excuses, incompetency, gross negligence in account management and  ongoing apologies are unethical. Sincerely, [redacted]

Viaero has tried to contact [redacted] multiple times to discuss releasing him from his contract.  Would [redacted] like to return the device or would he like to pay the remaining installments and keep the device?

Complaint: [redacted]
I am rejecting this response because: I did cancel the service becuase they cut off my service and did not give me an opportunity to resolve the issue.
Regards,
[redacted]

from: [redacted]to: Revdex.com <[redacted]>date: Tue, May 2, 2017 at 9:45 AMsubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Just wanted you to know I received my refund today. Took 8 weeks and to me that is...

unexceptable.  But I have it now.Is really sad that Viaero has such horrible customer service. Thank you for your time.[redacted]Hope you are having a wonderful day! [redacted]
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
Mr. [redacted],My [redacted] was successfully paid off as of August 2015. My records confirmed as well as the store location that sold me the phone. They offered an upgrade on my old phone which is not offered without having the phone paid In full. This is when Viaero was notified that I would be moving out of state , yet still attempts to say that they were never notified that I was moving out of the service area. Viaero constantly attempts to find ILLEGAL methods to nickel and dime their customers in order to increase profit. I.e. they raised their taxes 7 times working a two year contract and ended up charging an extra 30 dollars per month toward the end of our contract, after paying my monthly bill at the local branch, my service was disconnected with an explanation of ,"our records don't indicate payment was ever made prior to disconnect" then an extra reconnect fee was charged. I had to get proof from my bank of payment made for several occasions because they refused to contact the local branch store to confirm.  I pray this company is stopped before they get any worse. They will be reported to the Federal Trade Commission as well for fraud after this last straw. Thank you for your assistance in saving the publics money on this crooked company.

We would like to resolve this with Mr. [redacted], and ask that he send copies of his letters and emails. Thank you.

I contacted this customer after this complaint was sent and the customer was very upset that the account was suspended as it was past due.  I explained that a courtesy call was made and a voicemail was left on the account owners line and I also verified via call recordings that the voicemail...

was left on 2/28/18 at 10:03 am and a past due text message was also send 1/24/18 at 9:14 am.  The customer did request we contact her for courtesy calls instead of the account owner and moving forward she will be contacted.  A copy of payment and billing history was also sent to the customer as requested so she could verify all payments had been posted to the account correctly.   The retail location that processed the payment by the customers mother was contacted and no account details were discussed due to CPNI policies as the payee is not listed with a CPNI password on the account.  I did offer the customer a courtesy credit and she declined as she is wanting a credit for her entire past due balance.

from: Tamera J. B[redacted] <[redacted]@viaero.com>to: "[email protected]" <[email protected]>date: Thu, Oct 29, 2015 at 5:04 PMsubject:
class="Apple-tab-span"> Complaint #[redacted]
Good afternoon, Please find Viaero’s reply regarding complaint #[redacted] Ms. [redacted] along with all customers are allowed to cancel their service if they are not happy with the performance within 15 days of initiating the service and paying only for any excess charges they might have incurred during this time.  The terms and conditions are listed on the contract each customer signs along with being available on our website.  Our pricing is typically cheaper and our policies are in line with other carriers. The customer did establish an account with us in December, 2014, also she upgraded her data plan to 4MBps.  In March she did call in requesting assistance with her [redacted], and asking to cancel her data plan.  We advised her if she cancelled the data plan, there would be Early Termination Fees.  On March 14, the customer called in and cancelled her data plan and was made aware of the $200 early termination fee.  On March 28, the customer called back to make long term payment arrangements, she agreed to paying an additional $67 on the 10th of each month, until June, 2015 to pay off the ETF owed.  April 1, 2015 the customer called in complaining about slow internet speeds and requesting a change in payment arrangements from the 10th to the 15th.  The payment arrangements were modified as requested.  This was the first time we were made aware of any issues she was experiencing regarding data speeds.  She had already cancelled her data package, we had no chance to troubleshoot any possible issue she was having. We do not feel the customer’s complaint is valid, as we worked with her to resolve issues reported to us.  We were not given the opportunity to troubleshoot and resolve the issues in this complaint. Regards, Tammy B[redacted]Legal Department AdministratorViaero Wireless1224 W. Platte Avenue                                                   Fort Morgan, CO  80701-2949970.467.3137|Office303.478.4452|Mobile970.867.3589|FaxTamera.B[redac...⇄

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I can send you several different e-mail request for answers and several other written letters that never were responded to yet they say they do not have any record of unanswered questions.
Regards,
[redacted]

from: Tamera J. B[redacted] <[redacted]@viaero.com>to: "[email protected]" <[email protected]>date: Wed, Aug 19, 2015 at 3:05 PMsubject:
class="Apple-tab-span"> Revdex.com Complaint # [redacted]
Good afternoon,
Upon review of Ms. [redacted] file, we did find her account was credited for the purchase of the charger $19.15 on April 15, 2015.  Please update the file accordingly.Thank you for your assistance in this matter.Regards,Tammy B[redacted]Legal Department AdministratorViaero Wireless1224 W. Platte Avenue                                                   Fort Morgan, CO  80701-2949970.467.3137|Office303.478.4452|Mobile970.867.3589|Fax[redacted]@via...⇄

We have reviewed the customers account notes and pulled the recorded call from 9/9/13 where Mr. [redacted] requested the cancellation of all lines of service.   We can send the recorded call for review if necessary.  We are not aware of any unanswered inquiries.