WOW! Internet - Cable - Phone

The customer had contact information left at his door to utilize if any further issues were present after area work.  He was also informed that this is what the information was for, with no reply to the accompanying inquiry asking how services were after the area work.  This is being sent back to our field management to investigate again.  We would encourage that contact information left in the event of ongoing issues be utilized in the future.

Initial Business Response /* (1000, 14, 2015/07/13) */
I spoke with the customer and as a courtesy have waived the cost of the equipment. The amount requested will be credited to the account and a refund for the difference will follow. Customer was happy with the resolution.

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]

Initial Business Response /* (1000, 14, 2015/11/13) */
The equipment has been removed and the account credited.
Initial Consumer Rebuttal /* (2000, 16, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have assured me that I will receive a refund...

check in the mail for the credited amount.

Initial Business Response /* (1000, 11, 2015/09/11) */
The customer has the correct pricing and has been educated that the price he has now is what he will be paying. He was notified of the change in pricing and that we will not discount his account further.
Initial Consumer Rebuttal /* (3000,...

13, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a contract for $129.99. I demand a credit, to my account, for the amount I have overpaid to maintain services. Taxes and fees should not be $175.40 per month on $129.99 service. This deceptive practice should be changed systematically. Your sales people are signing documents not in line with your pricing standards set by corporate.
Final Business Response /* (4000, 18, 2015/10/06) */
When the customer signed their contract it was at a discounted rate and we have worked with the customer on their rate but are not able to place the initial discount back onto their account. Their contacted rate is accurate on the account, but the lower rate after the initial discounts is no longer available. If the customer would like to cancel the remaining portion of their contract, we would happy to comply with that request.
Final Consumer Response /* (2000, 20, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will find another provider ASAP and turn in all necessary equipment and will take you up on the offer to cancel my contract, at that time. Thanks again.

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]

After account review, intent was demonstrated to disconnect as of 12/5.  Service charges will be manually waived.

Complaint: [redacted]
I am rejecting this response because: The issue is that they ported it in the first place. I had NOT authorized them to port the number. I was considering changing to wow but canceled the next day ( I have three according to the State of Michigan) If I had not cancelled why did they not install the internet and cable? I was asking them about changing all three. They did cancel internet and cable but NOT the phone and by not doing so as they said they would they are costing me 180 dollars a year extra. This company Did not talk to me after your first letter to me . They called and left a message with a phone number to call back. I called that day as soon as I got home from work (2PM). The call went right to voice mail. I left a message for them to call me again, they haven't. They don't want to take any responsibility for the mistake. When I originally spoke to them (before I wrote to you) they told me there was no error and that was the end of the conversation they ended the call abruptly. They ate very unprofessional.
Sincerely,
[redacted]

Customer is welcome to send any installation paperwork indicating a different service than what he signed up for in for review if he likes.  In the meantime, the duration of all discounts is notated on each statement, so the customer received 12 months of notifications that he had a discount 12 months in duration that he could reference.

The equipment in dispute has been removed from the account. The associated charge will be removed by our billing system within 48 hours.

This customer was told on multiple occasions, prior to speaking to [redacted] on 10/28, that the promotional discount of $20.00 was good for 3 months. Unfortunately, [redacted] did misread the discount provided on the account when discussing the issue on 10/28, however, this does not negate the previous discussions we had with this customer on 9/17, 9/21, 10/24, and 10/26, explaining his rate & discount. The customer was fully informed and aware of the 3 month promotional discount at the time he signed up for and installed services and it will not be changed. We consider this matter to be closed.

The equipment has been removed from the 2 accounts and we are working with the collections agency to remove the credit inquiry as well.

I have spoken with the customer and found that the address we had sent the remaining bills was not correct. I explained that even though she didn't receive the invoices that the balance is still owed for time she used services. We have corrected the mailing address to avoid any other issues in case...

we need to do further correspondence via mail.

I have informed the customer of the credit she will be receiving for her service issues and what needs to be paid to continue service. I also informed her we would continue to work with her on the service issues in hopes we can find the root cause and resolve it. Once I gave that information she...

told me she would continue her legal process and disconnected the call. She appears to no longer wish to work with us over her billing dispute.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We had our construction manage meet with you and leave you their direct contact information and it sounds like this has been resolved. If we can help further please let us know or...

contact the construction team.

This customer has already filed multiple complaints with us regarding these allegations for many months. We have found his claims to be unfounded and we will not be issuing any further credits/refunds to his account. We are not responsible for the wall damage that he is referring to. We drilled...

holes in the floor where the cables were coming up. Our lead technician verified that months ago and we do not drill holes through trailer walls (which is where he is claiming the damage was). We also spoke with the landlord about this property to ask if they had to credit the customer for any damage and she told us that she did not know of any damage. Furthermore, we could not substantiate the customer's claims that any of our employees have ever made any threats against him. We believe that he is making this claim to further induce us to issue credits/refunds on his account.No further consideration will be given in this matter.

The consumer will need to contact the company they wish to port the number to and discuss this with them. We have received a request from any company thus far to have any number ported. We are simply waiting for a request from the company that the consumer choices. This is not a issue with us and...

this case needs to be closed.

Adding in one PDF file, the WOW bills in question.

I spoke with this customer and was able to correct and explain the billing questions they had about the rate. The rate did not change but some fee's were added for issues that occurred. We credited some of those fee's for customer satisfaction. We have dispatched a technician out to the home in the...

next few days to resolve any outstanding internet speed issues.

Complaint: [redacted]
I am rejecting this response because: I have not yet completed the research on other comparable services.  I will advise when I decide.  HOWEVER, since I filed the complaint, I have had an ongoing service issue and if this abhorrent customer service is in any way related to my complaint, it is unethical and probably illegal.  My original service request involved non-working remote controls and issues with on demand availability.  Through an email to WOW, I suggested that perhaps the box was defective.  Subsequently, "[redacted]" - a resolution specialist (which he is most definitely NOT) arranged a service appointment for Friday 6/3/2016.  Technician came, provided a new remote control and switched the box.  All was well until sometime after 8:00 pm on Saturday 6/4/2016 when I used the auxiliary cable service in my bedroom.  Sunday morning there was no access to the main cable box.  The message reads "the EXPLORER settop is not authorized for use".  Another service call, another technician, two additional box exchanges and still no service.  The auxiliary service in the bedroom is still functioning.  He placed a call for maintenance to resolve the issue and then gave an eleven hour window to fix it but no one ever showed up.  Today, I spoke with [redacted] in customer service who again promised an eleven our window and that is just a ridiculous amount if time.  I just called to follow up and the recording states there are no appointments scheduled.   Spoke to [redacted] who tol me that maintenance was already here and found nothing and once again it is escalated to "front end" with 24-48 hours to respond.  I am appalled that this issue cannot be resolved.  I am outraged that this is continuing for over two days and NO ONE can give me an answer.  I insist that someone contact me and get this issue resolved.  How can the auxiliary service work and the main service not???  What are the next steps?  Do I call Consumer Protection?  The FCC?  The media and all its negative connotations regarding WOW?  I  can be reached at [redacted] and don't even think about disabling the auxiliary service.  I am disgusted with WOW.
Sincerely,
[redacted]