American Communications

Initial Business Response / [redacted] (1000, 5, 2016/09/15) */ We appreciate [redacted] filing this complaint and bringing it to our attention that he is still unsatisfied with the solutions we've presentedAs we have stated to [redacted] on several occasions we represent and fully back up the ATT products we offerWe also work with all of our customers on any service issues or concernsWe unfortunately do not have access to, or the ability to modify existing accounts or billing errorsWe can however provide all of the resources and tools to get these rare situations straightened outWe even offered to escalate [redacted] 's situation to ATT's SrArea Sales Manager of the Mid Atlantic Region on his behalf so he would not have to spend time calling in As far as pricing, every customer is presented with their paper work, estimated monthly bill, and two year contract at time of installOnce they have been given time to verify they are asked to sign the paperwork as acknowledgment of their monthly billing, the year contract, and a satisfactory installWe have [redacted] 's signed paperwork in our office on a work order that clearly states his estimated monthly DirecTV television price would be $77.63/mth for just the television portionWhen ATT performed their installation they followed a similar process and had him sign off on an estimated monthly bill of $50/mth for mbps of speedThese two bills would combine to be around the $range with tax which is the price [redacted] initially stated he was paying when he first reached out to meWe sent him pricing documents and thoroughly explained how this price is calculated and also informed him that this is the price he signed off on at point of installIf he is paying $93/mth for DirecTV and $88/mth for ATT we would love to help with analyzing that bill and helping get it to the correct amountWe also provided [redacted] with options to downgrade his programming and internet speed performance to get to his desired price point of around $89/mth for both servicesThere is nothing we can do on price point other than offer the services that ATT allows at the price point they allow and remind [redacted] that he signed off on these pricesIf he would have stated that the prices listed on the work order were not satisfactory we would not have activated the system until we found a plan suitable for himAs far as the internet performance speed issue we understand how there can be confusion for the customer when trying to figure out what mbps speed will fit their needsDue to this problem we offered [redacted] a solution where he could switch to another internet provider of his choosing and if there were any cancellation fees with the ATT internet portion we would provide a $for months credit on his DirecTV billThis solution seems more than fair when it is taken into account that [redacted] signed off acknowledging his agreement to all of the listed pricing and performance of his television and internet products In regards to the communication process, we have two different customer service outletsOne is via telephone and this is for any customer having a simple issue that can be fixed on that callThis includes service issues, needing to schedule a technician, or just any miscellaneous questions about ATT or DirecTVMost issues are resolved within this first stepIf the situation is more complex and unable to be resolved over the phone it is sent to the second outletThese are the rare instances of a customer wanting to file a complaint, dispute their bill, having billing issues, or anything along those linesThis is done completely via email for a variety of reasonsThe first reason is to avoid customer confusion, in this particular instance [redacted] now has it in black and white why his bill is what it is and the sales process that got it thereHe also has a copy of any solutions or offers solicited to him to help with his situationThe company and [redacted] have on file documentation for matters such as this that can be provided to the Revdex.com, customer, or ATT if requestedIf [redacted] has found one of the solutions offered to be satisfactory, he is welcome to call and we will be glad to help him with implementing the solutionIf he is looking to dispute his billing further, then he is welcome to contact us via email as we communicated on this issue previously At American Satellite Concepts we have the goal of providing industry leading technology with a local feelWe enjoy being our customer's point of contact for any of their needs and questionsWe also strive to work with our customers and provide them an entertainment experience that they thoroughly enjoy and our satisfied withWe have helped countless customers find the product they want on the budget that's right for themThis is clearly displayed by the fact that our 1st year customer churn (customers who cut off or fail to pay for their service) is less than 1%This means for every 1,customers we activate less than will cut off or default on their bill in the first year of serviceThis metric cannot be achieved without taking customer service truly seriouslyAnother display of our customer service and company integrity is the fact that [redacted] was referred by a personal friend of his to our company Unfortunately, in this situation when a customer signed off on both the price and performance of the product, there is nothing we can do other than offer alternative packages and solutionsWe are sorry [redacted] was confused about the speed of his internet service and offered him the aforementioned solution of switching to another internet provider of his choosing and if there were any cancellation fees with the ATT internet portion we would provide a $for months credit on his DirecTV billAgain as previously stated this seems more than fair when there are signed documents acknowledging the customer's consent to all the pricing and performance listed of the services he acquired In closing we would love to help [redacted] find an entertainment solution that works for his budgetHowever, we can only offer the packages, performance, and prices that ATT allowsWe would love to continue working with [redacted] on solutions and options that may work for his situation Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im sorry but I heard nothing back from this company and have had to take matters into my own hand and deal with Direct Tv and AT&T on my own as ASC did not want to step up and handle issues as expectedI have "cut out the middle man " so to speakI don't know what their purpose is to sell bunbles for other companies if they will not handle issues for youI went through ASC because I was told they would take care or all the hookups and issues that arise so that I would not have toI am now stuck into a contract for service that is unsatisfactory to what I had before and it was supposed to be comprable to what I had as well as saving me money which in turn has cost me more Final Business Response / [redacted] (4000, 9, 2016/09/20) */ We did not hear from Mr [redacted] after providing the previous response or after presenting him with potential solutions that may work for himWe are very happy to hear that he has received help from DirecTV and ATT directly as they are the only ones who can fix billing issuesAgain we strive to handle any and all issues for our customers but when it comes to billing prices and service performance they agreed to and signed off on there is nothing we can do besides offer the alternative packages and speeds DirecTV/ATT allowWe apologize to Mr [redacted] that we were unable to provide him with the same remarkable experience the large majority of our customers receiveHowever we believe our dealership did everything in its power to provide Mr [redacted] a great home entertainment experience and feel we provided the services and prices that were signed off on and agreed uponWe wish him the absolute best in finding an entertainment solution that he finds satisfying Final Consumer Response / [redacted] (4200, 11, 2016/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business stated they did not hear back from me after their responseI would think if they were truly interested in helping they would make an effort to contact me, the customerEspecially after the MrG [redacted] made it clear he only wanted to converse via email and did not want to talk about this over the phone as I requestedThe fact still remains that I was sold a bundled package by GregI did sign papers for Direct and ATT in regards to installationI immediately called ASC several times to discuss my billing and each time was told someone would get back with mePlease understand, to deal with ATT or Direct TV is a headacheTheir customer service centers are all over seas and know nothing about the packages sold by ASCI contacted ASC on recommendation of a friend so that I would not have to go through Direct TV and ATTThese guys should not be selling these packages if they are unable to support the productsI am now stuck in a two year contract and am particularly unhappy with the internet speed available in my area with ATTI received a voicemail from Greg just last week saying he would call me back the following morningI have still not heard back from GregThis is a company wishing to make as many sales as possible with no regards for customer serviceI would not recommend anyone going through them for anything

Initial Business Response /* (1000, 5, 2016/05/13) */
American Communications and [redacted] are non fulfillment dealers for [redacted]. This means we can process the [redacted] order, as well as install the customer's system. Unfortunately when it comes to the internet portion we are...

only a 3rd party and can only submit the order while [redacted] corporate is responsible for performing the installs. This was explained to the customer at time of sale and multiple times through our customer service department. We have been informed by [redacted] that the customer failed to respond to the confirmation emails and therefore his internet service was never installed. We notified the customer multiple times that he would have to respond to the confirmation email to receive service. If the customer did respond to these emails then he needs to file a complaint directly with [redacted].
It is our goal to provide [redacted] and [redacted]'s leading technology to our consumers while giving them the feel of working with a local company. We do everything in our power to provide an excellent experience both in the sales process and through their life time as a customer. I believe our 30 years in the industry, our online reviews, our ample customer base, and our 1st year customer churn being under 1% all attest to and reflect our goal.
We apologize to Mr. [redacted] that we were unable to provide him with the same remarkable experience the large majority of our customers receive. However we believe this negative experience was due to either customer negligence (failure to follow instructions and respond to email) or [redacted] corporate failing to perform their duties. Our dealership did everything in its power to provide Mr. [redacted] a great home entertainment experience and feel there is unfortunately nothing more we could have done then and there is nothing more we could do now. We wish him the best in finding an entertainment solution that he finds satisfying.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company holds itself out to the public as the face and point of contact for both [redacted] and [redacted] telephone and internet service. What it is essentially saying in its response, is that once it sells the product/contract it has no further responsibility to the consumer with which it dealt, leaving that customer to fend for himself with either [redacted] and/or [redacted] Telephone Co. Incidentally, [redacted] came out a third time, after my Revdex.com complaint, to install its services but with no success because the cable/fiber optic lines it had installed in the neighborhood this past summer were not laid underground correctly and would have to be redone, meaning several yards, mine and some neighbors, would have to be dug up again. At this point, I contacted again, directly, both [redacted] and [redacted] to the point of, after several hours, being put in touch with a manager of both operations, which, by the way, are now really one company, and he was able to cancel all the contracts with the waiver of all cancellation fees. However, he was not able to make any refunds of the approximately $500 that I had already spent in installation fees, application fees, and other costs involved. But, even after the cancellation, an [redacted] crew showed up unannounced and unscheduled to attempt a fourth try at installation. Obviously, they were sent away.
Bottom line, is that [redacted] is especially disorganized and customer unfriendly. And American Communications, as their representative is, and should be, held responsible for the companies and services that it represents and sells to the general public.
Final Business Response /* (4000, 9, 2016/06/03) */
We are glad Mr. [redacted] was able to find some financial relief for his struggles with receiving [redacted] internet service. As far as install costs, Mr. [redacted] was charged an exact amount of $210.28 by [redacted] for his choice of wireless equipment and there have been no other charges to our knowledge. Unfortunately, we did not receive this money and it is not our money to be able to refund. We did however install this equipment and have signed paper work from Mr. [redacted] expressing his satisfaction with both the install and [redacted] Service provided by our company.
Once again at this time [redacted] does not allow its dealers to install the service so we are not able to be as hands on in this element of the service. Although we do help our customers through the set up process, any billing complaints, and any escalations which is much more convenient than dealing with the 800 number.
According to [redacted] is number 1 or number 2 in most regions when it comes to residential internet customer satisfaction ratings which is a main reason we have no problem being their local representative in our area. As with all products in any industry however there will be unsatisfied customers or rare instances where things do not go as they are supposed to. We do everything we can to help any customers dealing with these rare issues, but sometimes unfortunately there is nothing that can be done from a local service element. We obviously did not run the fiber optic lines underground and cannot be held responsible for that. However because we do care about our customers' satisfaction immensely, we offered Mr. [redacted] bill credits and a resolution we felt was more than fair.
We represent and fight for our customers any time we need to even when it is against our corporate contacts. If there is an occurrence like this we always try our best to find a fair solution such as the $200 in bill credits we offered Mr. [redacted] before he disconnected his service.
We deeply regret that [redacted] was unable to fulfill his internet install but we are happy to hear they released him from the contract and any cancellation fees. We do not however feel we misrepresented Mr. [redacted] in any way and countless customers can attest to the work and effort we have put in on their behalf throughout the years. If Mr. [redacted] would contact us directly we would also be happy to file an escalation with [redacted] on his behalf for the $210.28 spent on install fees. With that said this will be our last response on this particular matter as I feel we have explained ourselves thoroughly and believe 100% that while the products/companies we represent our not perfect (no product/company is), they are the class of the telecommunications industry and with our local service added in it has led to a predominantly highly satisfied customer base.
As previously stated in a prior response
It is our goal to provide [redacted] and [redacted] leading technology to our consumers while giving them the feel of working with a local company. We do everything in our power to provide an excellent experience both in the sales process and through their life time as a customer. I believe our 30 years in the industry, our online reviews, our ample customer base, and our 1st year customer churn being under 1% all attest to and reflect our goal.
We apologize to Mr. [redacted] that we were unable to provide him with the same remarkable experience the large majority of our customers receive. However we believe this negative experience was due to either customer negligence (failure to follow instructions and respond to email) or [redacted] corporate failing to perform their duties. Our dealership did everything in its power to provide Mr. [redacted] a great home entertainment experience and feel there is unfortunately nothing more we could have done then and there is nothing more we could do now. We wish him the best in finding an entertainment solution that he finds satisfying.

Initial Business Response /* (1000, 5, 2016/09/15) */
We appreciate [redacted] filing this complaint and bringing it to our attention that he is still unsatisfied with the solutions we've presented. As we have stated to [redacted] on several occasions we represent and fully back up the ATT...

products we offer. We also work with all of our customers on any service issues or concerns. We unfortunately do not have access to, or the ability to modify existing accounts or billing errors. We can however provide all of the resources and tools to get these rare situations straightened out. We even offered to escalate [redacted]'s situation to ATT's Sr. Area Sales Manager of the Mid Atlantic Region on his behalf so he would not have to spend time calling in.
As far as pricing, every customer is presented with their paper work, estimated monthly bill, and two year contract at time of install. Once they have been given time to verify they are asked to sign the paperwork as acknowledgment of their monthly billing, the 2 year contract, and a satisfactory install. We have [redacted]'s signed paperwork in our office on a work order that clearly states his estimated monthly DirecTV television price would be $77.63/mth for just the television portion. When ATT performed their installation they followed a similar process and had him sign off on an estimated monthly bill of $50/mth for 12 mbps of speed. These two bills would combine to be around the $135 range with tax which is the price [redacted] initially stated he was paying when he first reached out to me. We sent him pricing documents and thoroughly explained how this price is calculated and also informed him that this is the price he signed off on at point of install. If he is paying $93/mth for DirecTV and $88/mth for ATT we would love to help with analyzing that bill and helping get it to the correct amount. We also provided [redacted] with options to downgrade his programming and internet speed performance to get to his desired price point of around $89/mth for both services. There is nothing we can do on price point other than offer the services that ATT allows at the price point they allow and remind [redacted] that he signed off on these prices. If he would have stated that the prices listed on the work order were not satisfactory we would not have activated the system until we found a plan suitable for him. As far as the internet performance speed issue we understand how there can be confusion for the customer when trying to figure out what mbps speed will fit their needs. Due to this problem we offered [redacted] a solution where he could switch to another internet provider of his choosing and if there were any cancellation fees with the ATT internet portion we would provide a $10 for 10 months credit on his DirecTV bill. This solution seems more than fair when it is taken into account that [redacted] signed off acknowledging his agreement to all of the listed pricing and performance of his television and internet products.
In regards to the communication process, we have two different customer service outlets. One is via telephone and this is for any customer having a simple issue that can be fixed on that call. This includes service issues, needing to schedule a technician, or just any miscellaneous questions about ATT or DirecTV. Most issues are resolved within this first step. If the situation is more complex and unable to be resolved over the phone it is sent to the second outlet. These are the rare instances of a customer wanting to file a complaint, dispute their bill, having billing issues, or anything along those lines. This is done completely via email for a variety of reasons. The first reason is to avoid customer confusion, in this particular instance [redacted] now has it in black and white why his bill is what it is and the sales process that got it there. He also has a copy of any solutions or offers solicited to him to help with his situation. The company and [redacted] have on file documentation for matters such as this that can be provided to the Revdex.com, customer, or ATT if requested. If [redacted] has found one of the solutions offered to be satisfactory, he is welcome to call and we will be glad to help him with implementing the solution. If he is looking to dispute his billing further, then he is welcome to contact us via email as we communicated on this issue previously.
At American Satellite Concepts we have the goal of providing industry leading technology with a local feel. We enjoy being our customer's point of contact for any of their needs and questions. We also strive to work with our customers and provide them an entertainment experience that they thoroughly enjoy and our satisfied with. We have helped countless customers find the product they want on the budget that's right for them. This is clearly displayed by the fact that our 1st year customer churn (customers who cut off or fail to pay for their service) is less than 1%. This means for every 1,000 customers we activate less than 10 will cut off or default on their bill in the first year of service. This metric cannot be achieved without taking customer service truly seriously. Another display of our customer service and company integrity is the fact that [redacted] was referred by a personal friend of his to our company.
Unfortunately, in this situation when a customer signed off on both the price and performance of the product, there is nothing we can do other than offer alternative packages and solutions. We are sorry [redacted] was confused about the speed of his internet service and offered him the aforementioned solution of switching to another internet provider of his choosing and if there were any cancellation fees with the ATT internet portion we would provide a $10 for 10 months credit on his DirecTV bill. Again as previously stated this seems more than fair when there are signed documents acknowledging the customer's consent to all the pricing and performance listed of the services he acquired.
In closing we would love to help [redacted] find an entertainment solution that works for his budget. However, we can only offer the packages, performance, and prices that ATT allows. We would love to continue working with [redacted] on solutions and options that may work for his situation.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im sorry but I heard nothing back from this company and have had to take matters into my own hand and deal with Direct Tv and AT&T on my own as ASC did not want to step up and handle issues as expected. I have "cut out the middle man " so to speak. I don't know what their purpose is to sell bunbles for other companies if they will not handle issues for you. I went through ASC because I was told they would take care or all the hookups and issues that arise so that I would not have to. I am now stuck into a contract for service that is unsatisfactory to what I had before and it was supposed to be comprable to what I had as well as saving me money which in turn has cost me more.
Final Business Response /* (4000, 9, 2016/09/20) */
We did not hear from Mr. [redacted] after providing the previous response or after presenting him with potential solutions that may work for him. We are very happy to hear that he has received help from DirecTV and ATT directly as they are the only ones who can fix billing issues. Again we strive to handle any and all issues for our customers but when it comes to billing prices and service performance they agreed to and signed off on there is nothing we can do besides offer the alternative packages and speeds DirecTV/ATT allow. We apologize to Mr. [redacted] that we were unable to provide him with the same remarkable experience the large majority of our customers receive. However we believe our dealership did everything in its power to provide Mr. [redacted] a great home entertainment experience and feel we provided the services and prices that were signed off on and agreed upon. We wish him the absolute best in finding an entertainment solution that he finds satisfying.
Final Consumer Response /* (4200, 11, 2016/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business stated they did not hear back from me after their response. I would think if they were truly interested in helping they would make an effort to contact me, the customer. Especially after the Mr. G[redacted] made it clear he only wanted to converse via email and did not want to talk about this over the phone as I requested. The fact still remains that I was sold a bundled package by Greg. I did sign papers for Direct and ATT in regards to installation. I immediately called ASC several times to discuss my billing and each time was told someone would get back with me. Please understand, to deal with ATT or Direct TV is a headache. Their customer service centers are all over seas and know nothing about the packages sold by ASC. I contacted ASC on recommendation of a friend so that I would not have to go through Direct TV and ATT. These guys should not be selling these packages if they are unable to support the products. I am now stuck in a two year contract and am particularly unhappy with the internet speed available in my area with ATT. I received a voicemail from Greg just last week saying he would call me back the following morning. I have still not heard back from Greg. This is a company wishing to make as many sales as possible with no regards for customer service. I would not recommend anyone going through them for anything.