Anderson Morgan

Hi [redacted]Unfortunately we just received all 3 letters yesterday so I am requesting that this be reopened and I will provide our reply in detail below.Customer Complaint:Purchase Price: $70.00 Disputed Amount: $350.00 Customer's Statement of the Problem: I have purchased the provided...

public wifi services at one of the Thousand Trails Campgrounds. I have been purchasing it on a monthly bases for $70/mo. It is for there 9Mbps service I have only been receiving 3Mbps. My package ran out today and I tried a dally package and it work just like it should at full speed. So I went ahead and purchased another month at $70. Then it does the same thing as it was before and only gets to speeds to 3Mbps. There is an error with the programming of this package. Also the speeds really die out at certain times through out the day to where it is unable to be used because it is so very slow.Desired Settlement: Other (requires explanation)I would like to get these issues resolved and fixed. Because we do stay at this campground often and I use the internet for work. I would also like some kind of compensation for the past 4 month of buying this package and only receiving the smaller package. I would be ok to get 2 free month of the higher speed package since the lower package is half the costAnderson Morgan Response:Our only call center log for this client was about assistance on setting up his Apple TV, there has been no other correspondence between Mr. [redacted] and Anderson Morgan since he made his original request about his Apple TV. Mr. [redacted] requested a refund in September for the Apple TV issue. Anderson Morgan provided the requested refund. Mr. [redacted] then went on to purchase Wi-Fi packages the very next month and every month since the original refund was provided.Mr. [redacted] complaint to Revdex.com is about speeds that we clearly state in our terms of service (TOS) that we don’t guarantee. If Mr. [redacted] was unhappy with our service why wasn’t that call made to our 24x7x365 supplied support line? We would have been happy to discuss and resolve any complaints at that level? Pasted below is section 1.5 of our terms of service that every customer must accept to get online and use our services. It clearly states we cannot guarantee speeds as we are not the internet service provider (ISP). Anderson Morgan just re distributes the ISP signal within the park as public Wi-Fi. If the ISP bandwidth maxes out, which at this park it does regularly (see graph below) this will directly impact the Wi-Fi speeds and is completly out of Anderson Morgan’s control.Terms of Service:1.5 We do not guarantee: 1.5.1 the availability of the Service;11.5.2 the speed at which information may be transmitted or received via the Service; or1.5.3 that the Service will be compatible with your equipment or any software which you use.The graph below shows total park data usage. When the park caps at 50mb everyone will experience reduced speeds. Our premium offering isn’t a guaranteed speed (nor does it state that it is). The premium service is set at a higher speed than standard service, it has a fair use policy that provides more bandwidth to the premium users over the standard packages at high traffic times. With this being a public Wi-Fi network Anderson Morgan cannot guarantee speeds inside of someone’s RV. This is an outdoor park Wi-Fi not a dedicated internet service. Anderson Morgan cannot be held responsible for site attenuation or signal degradation due to onsite structures such as an RV or the end users device.  Anderson Morgan’s stated refund policy is that once a customer has exceeded 25mb of data usage no refunds will be given without a valid reason. (full version of refund policy pasted below).The attached file shows Mr. [redacted] exceeding the maximum data every month he purchased a package. Mr. [redacted] total data consumption since he has been a customer is 427.9516219 Gigabytes. As stated before there was no refund request ever made from Mr. [redacted] to Anderson Morgan, he decided to just escalate this to the Revdex.com without contacting Anderson Morgan first. Refund Policy:Stream user Wi-Fi policy is after 25MB of data usage refunds must be formally requested for approval. Each request is reviewed on a case by case basis, please provide as much detailed information as possible below to help determine if you qualify for a refund.                  Refund Requests are reviewed within 2 business days of their receipt, you will receive an automated email response once your request has been received. Refund Requests can take up to 10 business days for final decision, and up to 30 days for an approved refund to be processed. If your refund is declined you will receive an automated email stating that it was declined. The main reason for a decline is the data usage policy has been exceeded.                             Refund requests for user package purchasing errors are subject to a 15% administration fee and will only be allowed if the time in question hasn’t been exceeded. There are NO refunds for system downtime. If there is a situation that you are unable to connect to the Stream Wi-Fi system, call the 24 hour call center at 1-844-280-2211 and log the complaint. Upon complaint resolution a request can be made for a time extension on the account. If the down time was not directly caused by the Stream Wi-Fi system no extension will be provided.           Proposed Resolution:Anderson Morgan feels that we have provided exactly what we claim to provide and this customer does not qualify for a refund or discount. As a gesture of goodwill Anderson Morgan is willing to provide Mr. [redacted] with 1 month of standard service at no charge to him. Should Mr. [redacted] choose to accept the 1 month of standard service, Anderson Morgan requests that Mr. [redacted] retracts his complaint to the Revdex.com and contacts [email protected] to receive his free month of Standard service.If you require any additional information or would like to discuss further please contact Nathan M[redacted]@andersonmorgan.com or [redacted]. As this is our first ever Revdex.com complaint I am unaware of your process, will someone be getting back to me with the resolution? Also please set our account up for email not standard mail as we clearly do not receive it in time. Please set the email to be sent to [email protected] You. Kind Regards,Nathan M[redacted] VP of Business Development