Wilderness Wireless

Hey [redacted],Here is our response to [redacted], who was not a customer of ours, but simply a [redacted] who we had difficulty communicating with and finding his home:"We at Wilderness Wireless believe that our communication and handling of the [redacted] was professional, fair, and...

reasonable.[redacted]’s Complaints:Claims we never returned his calls during Memorial weekend in 2015There is no record of any voicemails from him in that timeframeClaims he couldn’t get a live person on our sales line or any return callsThe summer of 2015 was the busiest time of Wilderness Wireless to dateSales representatives spent 3000+ minutes per month on the phoneIf we did not get back to [redacted], it was not discrimination, but sheer workloadClaims we never returned calls to his friend / neighborWe cannot verify this as [redacted] did not provide the phone number of his friend for us to check our recordsClaims he was denied service because he is EuropeanEthnicity or nationality were not the reasons for denial of service[redacted]’s unreasonable attitude / expectations were the cause[redacted] immediately resorted to threatening our company with legal attacks after our installer could not find his home. Our installer spent an hour and a half driving around to find the home but he simply couldn’t find it (the Clear Creek wilderness area is quite difficult to navigate, as any resident can attest). We also couldn’t contact [redacted] to get driving directions. [redacted] insisted that we call him so that he could give us directions instead of simply emailing instructions to us (cellular coverage is non-existent, so using the phone was not effective).We normally schedule installs 1-2 weeks in advance, not the next day, and [redacted] was expecting us to somehow accommodate his wildly varying schedule and availability. He did not establish contact with us with enough time in advance to properly schedule a survey for him. On top of that, he was very difficult to reach, yet he claims he could never get a live person or call backs from us. We have a record of only 1 voicemail from a phone number of [redacted]. This voicemail was left on November 18th, the same day we decided to deny him service based on how difficult and negative he was towards our company, so the records show that he actually was not leaving many voicemails like he claims.After going above and beyond our normal scheduling protocols, attempting to get his home surveyed the next day, he responded with untruthful and demeaning comments towards our company. We chose to deny service based on his negative attitude towards us and our company, and the fact that he claimed we were hard to call, when in fact, we could not get in contact with him when communication was critical.We kindly submit our response in the hope that you will see our legitimate reasons for denying [redacted] service for his unreasonable and discourteous behavior. We believe that our original action to deny [redacted] service is valid. However, we will extend grace to [redacted] once more and offer him service if certain reasonable conditions are met."Let me know if you need anything.Thanks!** 
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