Vicksburg Video, Inc.

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.
Regards,
*** ***

Ms*** account was installed on 4/26/and the additional outlet was completed and charged The charge would be split over two billing periods When the work was completed, the tech received the signature from *** *** on the workorder and a copy of was emailed to heri have attached a copy of the workorder that received the signature The tech installed cable outlets and data outlet When the order was placed in person at the counter, *** *** keyed the order and noted on the account that she disclosed the fee for the additional outlet and the charge would be $total and split over two billing cyclesThere was not a COD required and money not received by tech. On 6/13, Ms*** chatted with customer support on Click to Chat with concerns on how she was treated at the local office *** assisted Ms*** on chat and answered questions regarding the payment received on the account and what balance remainedThe call with the Office manager at the local office is noted on the account from earlier on 6/13/stating that Ms*** had believed she made a payment of $and some change in *** All recorded calls were pulled and reviewed and payment was not taken by phone, the office manager did not find payment received in office and Ms*** was unable to provide a receiptThe workorder for *** did not require pre-payment and the account shows to bill the first month of services and fees. On 6/20, *** contacted our office to request that the television service be disconnected but wanted to keep Internet *** at the local office assisted with the request and explained that the fee incurred for this change at $and would be split over two billing cyclesThis order was scheduled for 6/23/and completed as scheduled. After further review of the concerns, the workorder was signed by the customer acknowledging the work done at the home in *** included cable outlets and data outletThis work would include the additional outlet fee of $

Complaint: ***
I am rejecting this response because:I already had service for roomsI did not add a new room as they have stated.
Regards,
*** ***

We appreciate Mrs. [redacted] expressing these concerns and apologize for any problems that were not resolved. We have issued a one month credit to the account and our office manager has attempted to contact the customer to make sure all issues have been corrected. If Mrs. [redacted] continues to experience...

a problem, we invite her to give us a call and make management aware her concerns.

Complaint: [redacted]
I am rejecting this response because:I already had service for 3 rooms. I did not add a new room as they have stated. 
 
 
Regards,
[redacted]

Ms. [redacted] account was installed on 4/26/16 and the additional outlet was completed and charged.  The charge would be split over two billing periods.  When the work was completed, the tech received the signature from [redacted] on the workorder and a copy of was emailed to her. I have attached a copy of the workorder that received the signature.  The tech installed 3 cable outlets and 1 data outlet.  When the order was placed in person at the counter, [redacted] keyed the order and noted on the account that she disclosed the fee for the additional outlet and the charge would be $39.95 total and split over two billing cycles. There was not a COD required and money not received by tech.
 
On 6/13, Ms. [redacted] chatted with customer support on Click to Chat with concerns on how she was treated at the local office.  [redacted] assisted Ms. [redacted] on chat and answered questions regarding the payment received on the account and what balance remained. The call with the Office manager at the local office is noted on the account from earlier on 6/13/16 stating that Ms. [redacted] had believed she made a payment of $117 and some change in [redacted].  All recorded calls were pulled and reviewed and payment was not taken by phone, the office manager did not find payment received in office and Ms. [redacted] was unable to provide a receipt. The workorder for [redacted] did not require pre-payment and the account shows to bill the first month of services and fees. 
On 6/20, [redacted] contacted our office to request that the television service be disconnected but wanted to keep Internet.  [redacted] at the local office assisted with the request and explained that the fee incurred for this change at $59.95 and would be split over two billing cycles. This order was scheduled for 6/23/16 and completed as scheduled. 
After further review of the concerns, the workorder was signed by the customer acknowledging the work done at the home in [redacted] included 3 cable outlets and 1 data outlet. This work would include the additional outlet fee of $39.95.

This customer was under our 2015 Preferred Advantage contact from 6/11/15 – 6/10/16 which includes standard cable and internet for $95.95 a month, that price does not include taxes, fees, and surcharges. For most of the time under contract the price with all fees was $113.22. Effective May 1st our...

broadcast fee did increase to 4.95 bringing her total monthly bill to $117.72.  On April 29th the customer transferred services to a new address. The transfer fee is 69.95 and that covers 2 cable outlets and the outlet for the internet. The customer also added a 3rd cable outlet and was advised of the additional onetime fee of 39.95, all transfer fees are split over two statements. We did mail one statement with a total balance of 200.55. That was for services starting 6/11/16 after the contract expired and half of the total transfer fees that the customer was advised of. We apologize if there was any confusion or frustration that may have occurred.

We appreciate Mrs. [redacted] expressing these concerns and apologize for any problems that were not resolved. We have issued a one month credit to the account and our office manager has attempted to contact the customer to make sure all issues have been corrected. If Mrs. [redacted] continues to...

experience a problem, we invite her to give us a call and make management aware her concerns.