First Choice Communications

Due to services not being rendered we will refund the [redacted] deposit via [redacted] Quickpay. An email from [redacted] Quickpay Team will be sent with in the next 10 business days in regards to the refund of the deposit.

Complaint #[redacted] has been resolved and customer is aware of resolution. On August 1, 2014, two day prior to customer’s installation, they were informed by [redacted] that they were not going to receive the [redacted] gift card and the $100 application fee. After installation on September 12, 2014 customer...

called outraged that they were not getting a [redacted] gift card, the customer was informed that their 5th and 6th receiver was comp’d as for all of the troubles. The customer then stated that she was unsatisfied and will take this to her lawyer and the Revdex.com. Customer did escalate this issue to [redacted], we attempted to reach out to her four (4) times however they never answered or returned our voice messages.Sincerely,- [redacted]First Choice Communications, LLC[redacted]Mesa, AZ 85210T: ###-###-####F: ###-###-####[redacted]@ymail.com

I have reviewed the response made by the...

business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. The payment is pending in my account and when it has gone through I will consider this complaint resolved.

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have confirmed that the amount requested was refunded and consider this matter closed.

Regards,

Due to the customer signing the order form stating that there is a NON-REFUNDABLE application fee we are unable to refund the application fee. There is no correlation between the services rendered and the application fee.

As the customer stated we did send a technician out to help him with his technical issues. Unfortunately he was not set at the correct channel package which is a minor issue that can be resolved quickly. However, because the customer canceled his services we are unable to adjust the channel...

package to his liking. Also the application fee is non-refundable and it states that on the work order that the customer signed off on agreeing to such terms. Also there is nothing that can be done about the cancelation fee, again the channel package is an easy fix however the customer chose on their own volition to cancel the services all together.

We reached out to customer to inform her that our solutions to her promise of the $100 Visa Gift card is a $100 bill credit to her [redacted] account. Customer was very dissatisfied with the credit. We proceeded to inform the customer that because the gift card is not on her original order form we can...

not honor that promotion. Customer stated that she was also upset that she was charged for moving her service when she was told by the rep that it would be free, again it was mentioned that it had to be present on the order form and reiterated that [redacted] only waives a mover's fee after a customer has been with [redacted] for 12 months. Before a viable solution could be procured for her troubles with the mover's fee customer voluntarily disconnected the call.

On September 10, 2015 [redacted] was informed that they will not receive the $40 application fee due to it being non refundable as printed on the order form that the customer has signed.

As customer stated before we did have a technician dispatched to resolve his technical issues and render his [redacted] services useful. The customer also stated that he attempted to reach out only the representative after he saw that he was on the wrong channel package, and not once calling the main office for assistance before cancelling his [redacted] services. Due to this cancellation there is nothing further we are able to assist the customer.Tell us why here...

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have received a phone call from the...

agent saying that a check for $99 will be mailed to me within 4 to 6 weeks, therefore I accept their resolution, assuming that I do receive this check!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Complaint ID # [redacted] was resolved with the customer by informing the customer that we will add credit to her [redacted] account, however before all credits could be added customer disconnected their [redacted] services.Sincerely,- [redacted]First Choice Communications,...

LLC

We have reached out to [redacted] at [redacted] to inform them that will refund the $50. However there was no answer and a voice message was left asking [redacted] to call us at their nearest convenience.

Review: On July 18. 2014 signed up with this company at our local state fair with a representative by the name of [redacted]. Have in writing what was promised and was told by rep we would receive 1 Genie and 5 mini Genies with a Choice package at $34.99 with HBO, Starz, Showtime and Cinemax for 3 months free. Also free NFL Sunday ticket with Free Genie upgrade and free install. We were also told we would receive a $100.00 [redacted] gift card so we paid $100.00 at the time for an application fee. Rep crossed out non refundable and told us not to worry and he would honor if any issues down the road.

Our price would be $80.00 1st year before tax. Was told in writing by rep [redacted] would be out to complete installation on Saturday July 19th between 12 and 4pm. No one ever arrived or called. We attempted contacting our representative [redacted] numerously on Saturday and the following Monday to no avail. NO returned calls from our messages. We then contacted [redacted] and they stated they had no record of us or any appointments for that previous Saturday to install. Continued to try and contact Mr. [redacted] once again to no avail. Finally contacted First Communications customer service, spoke with a representative by the name of [redacted]. Promised to help rectify situation and stated he would speak with his manager. Promised to call me back. Never did! I left him a message and low and behold no returned calls. Tried once more and still no returned calls.

Called in again and spoke to another representative by the name of [redacted] on 08/01/2014. Found out from [redacted] that the problem was that [redacted] was showing already at this address with [redacted] previously & that our other roommate [redacted] credit was frozen and could not be used. It was then decided that my father, [redacted] would be used as a co-signer and the account would be put in his name. We then made arrangements to set-up an installation date and time. On August 3, 14 [redacted] then came and installed the Genie & 5 Mini Genie's along with the Choice package, HBO & Showtime. We were told by the installation guys that they had nothing to do with what was agreed upon as far as channels were concerned. I then made a phone call to [redacted] and they added Cinemax & Starz but stated I would have to pay for Starz because the promotion had ended for that particular promotional package. When I spoke with [redacted] I was told that I would still get my $100.00 [redacted] card and because of all the troubles we had had that they would make it a $150.00 [redacted] gift card and it would take 4 to 6 weeks to arrive.

On 9/12/14 I called First Choice Communications and spoke with [redacted] to see if the $150.00 [redacted] gift card had been sent and was told that they never offered to send me a $150.00 gift card that the $100.00 that was paid on 07/18/14 was an application fee and would not be refunded. I then stated that when we had talked on 08/04/14 all I wanted was the $100.00 [redacted] gift card that it was First Choice Communications that stated they would increase it to $150.00 because of all our troubles. [redacted] then stated that when they offered the $150.00 [redacted] gift card that I turned it down. This was a flat out lie, who would turn down a $150.00 [redacted] gift card. I then asked to speak with her Manager. I spoke with [redacted] who stated that he would review the account and to hold on. I was on hold for at least 30 minutes before he came back and told me that I would not be getting the $100.00 [redacted] card because the $100.00 was used towards the two extra mini genies because the package only included 1 Genie and 4 Mini Genie's. I then stated this was not what was agreed upon and that I wanted my $100.00 [redacted] gift card. [redacted] then stated he would speak with the Owner, [redacted], once again I was put hold for at least 30 minutes and when [redacted] returned he stated that the owner would not honor the agreement, that the $100.00 was an application fee and non-refundable, that the $100.00 was used towards the 2 extra Mini Genie's and that they never stated that they would give me a $150.00 [redacted] gift card. I was told 3 different stories on my last call to this company only so they would not have to honor their agreement with us. I am so disgusted with the way this whole situation was handled and how I was lied to time and time again! I cannot believe a company like this is still in business! I just want what was promised me when I began this whole ordeal, the $100.00 [redacted] gift card! Thats the least at this point this company can do for us!Desired Settlement: The $100.00 [redacted] Gift card which was promised from the beginning!

Business

Response:

Complaint #[redacted] has been resolved and customer is aware of resolution. On August 1, 2014, two day prior to customer’s installation, they were informed by [redacted] that they were not going to receive the [redacted] gift card and the $100 application fee. After installation on September 12, 2014 customer called outraged that they were not getting a [redacted] gift card, the customer was informed that their 5th and 6th receiver was comp’d as for all of the troubles. The customer then stated that she was unsatisfied and will take this to her lawyer and the Revdex.com. Customer did escalate this issue to [redacted], we attempted to reach out to her four (4) times however they never answered or returned our voice messages.Sincerely,- [redacted]First Choice Communications, LLC[redacted]Mesa, AZ 85210T: ###-###-####F: ###-###-####[redacted]@ymail.com

Consumer

Response:

Good afternoon Ms. Glass,For starters we were never told we were not going to receive the $100.00 gift card until we called in 5 to 6 weeks later to see why we hadn't received it as promised for all the headaches. As you can see from their response they keep changing their stories!This has yet to be resolved! If you listen to the recorded calls we were clearly told we were going to receive a gift card for a higher amount than the $100.00 we were told. At this point all we want is the $100.00 gift card we were originally promised for all the headaches and hassles this company has put us through! As you can see on the invoice we were given for the set up their representative states we are to receive the $100.00 gift card. Also, the company has NEVER attempted to make contact with us. They have both our numbers at ###-###-#### and ###-###-####.I have never dealt with such an unprofessional company who continues to lie.Taught me a great lesson to make sure you know who you are doing business with prior to handing over any money!Sincerely,[redacted] & [redacted]

Business

Response:

Hello Maria Garcia,Below is the response to complaint # [redacted]:On August 1, 2014 the customer was called to obtain correct credit card information to process customer's order along with informed that they would not receive the $100 [redacted] Gift card, customer informed us to continue with the processing of the order even after knowing that they would not receive the $100 [redacted] Gift card. Again, the customer has been compensated for their trouble by having the 5th and 6th receivers paid for by First Choice Communications.If you have any questions about the response to this complaint, please do not hesitate to contact us.Sincerely,- [redacted]First Choice Communications, LLC[redacted]Mesa, AZ 85210T: ###-###-####F: ###-###-####[redacted]@ymail.com

Review: I signed up for there services at a local event, they falsely listed services that I would recieve for the legnth of my contract. I found out prior to the product/services being installed an cancelled the installation. When I reached out to the company the business card I recieved for a Office Number did not belong to the company it was a home phone number, the other number just went to a blanket voicemail. I placed a $50.00 cash deposit down with the company that I can not seem to get anyone to refund to me. I have spoken to the CEO he assured me that he would resolve however I am no longer recieving any responses from him nor have I recieved my refund. Their sales reps are saying anything they can just to make a sale and when you bring this to there attention nobody seems to think this is a big deal.Desired Settlement: I believe they should refund me of my deposit.

Business

Response:

Due to services not being rendered we will refund the [redacted] deposit via [redacted] Quickpay. An email from [redacted] Quickpay Team will be sent with in the next 10 business days in regards to the refund of the deposit.

Review: While at a street fair in Tucson, Az., on Dec. 13th, I was approached by a man representing [redacted]. This man, [redacted], works for First Choice Communications in Mesa, Az. He put in writing on a pink sheet of paper that my bill to have 4 tvs and a computer in a bundle with [redacted] and [redacted] would be estimated at $88 the first year and that would be my first bill as well. He also said my bill would ONLY go up $20 the second year. I asked him if he was sure about that because I had [redacted] in the past and the bill went up a LOT more than $20 the second year. He put in writing on my pink receipt again that the second year would be "estimated" at $108. He also took a credit card to do ONLY a credit check. He mentioned nothing about having to use autopay as part of saving $10 a month.

I was quite surprised when I received a credit card bill using the card that was supposed to only be used for a credit check. It had only the [redacted] portion of my supposed "bundled" bill. It came to $49.94. A day or two later I receive a bill from [redacted] for $74.40! Add those two bills and it comes to $123.34, a difference of $36.24 of what the bill was supposed to be. I called [redacted] who told me I needed to talk to the rep that sold the bundle to get him to remove the activation fees that were added to the [redacted] bill. [redacted] had told me all the activation fees would be waived.

I called [redacted] and he told me he really doesn't know anything about [redacted], he was sure the fees should've been waived and it should all be on one bundled bill. And he didn't know my credit card would've been used for autopay. He recommends I call his boss.

It is during the holidays and First Communications was closed for a time period during the holidays. I left messages but no one returned them. I finally got ahold of [redacted] on Jan 7th in the afternoon and she was very nice and told me she would take care of the activation fee for [redacted]. By this time I had also contacted [redacted] because I just wanted to cancel the whole deal since it seemed to have been deceiving and a bit of a scam. They tell me I CANNOT get out of the two year contract-I only had 24 hours to do that. And they informed me my bill in the second year would go substantially more than $20. I told [redacted] all of this and she was going to look into this as well and get back to me.

This morning I have had to contact [redacted] again and no one had contacted them about waiving any fees. I also tried getting ahold of [redacted], but couldn't. The receptionist took the message and said [redacted] would call me. She also said [redacted] is sending via email a way to pay the fee charged by [redacted].

[redacted] says I have to pay $480 to get out of their contract since they have a ridiculous 24 hour cancellation fee. My tvs were hooked up on Dec. 17th, during the holidays and they honestly think people know if they want to cancel a service in 24 hours?? That is a scam for sure. Just for that reason alone, I find that company also to be shady and would like this complaint to go toward them as well.Desired Settlement: I would just like to get out of the contract, send the equipment back to [redacted] and be done with them. [redacted] gives 30 days to cancel. Why a big corporation like [redacted] won't honor that as well just shows to me that they are out to make a quick $480 out of people that don't like their policies and just want to be done with them. First Choice Communications is representing them and they do not do what they say will do or stand by what they say will happen.

I do not want to pay $480, but would like to just be out of the contract. I have sent an email to [redacted], Chairman of [redacted], but have yet to hear back from him.

Business

Response:

Hello,

Reached out to customer in order to resolve case # [redacted]. Customer was unwilling to forge a solution and voluntarily disconnected the lines of communication.

If you have any question about case # [redacted] please do not hesitate to contact me.

Thank you

First Choice[redacted]

Phone: ###-###-####

Fax: ###-###-####

Email: [redacted]

Business

Response:

Reached out to customer to resolve case #[redacted]. However there was no response from customer and a voice message was left.

Thank you

First Choice Communications

Phone: ###-###-####

Fax: ###-###-####

Email: [redacted]

Review: On September 2, 2015, the company sent two technicians (Nick and the other is unknown) to perform the agreed upon free installation of satellite TV services (DirecTV) at my home. The tech said the dish must be pole mounted and wanted $200 cash to do so. The pole was placed, without asking preference on location, in the middle of the yard. We called Mike G[redacted] and lodged a complaint. He sent a supervisor, Ryan M[redacted], on September 9, 2015 to examine the issue and determine what should be done. Ryan determined the dish should have been mounted on the roof and had no installation charge. He explained that a pole mount is normally $75 and $1/ft to bury cable (cable was ~15 ft from house and not buried by Nick) so even if a pole was required, it should have only been $100 and should have been buried. Ryan stated that we would receive a full refund via Chase and it would come from the AZ office. After two weeks, nothing was heard. We began calling to see what the delay was. We were consistently told "the supervisor involved is unavailable/away, please try tomorrow at X time." We would try again but get the same response nearly every week for a month. After trying several more times and demanding to speak to Brian, he promised the money was on the way at the end of the week. He made that promise the three more times in the coming weeks. Over three months later, we have still not received our refund and the company continues to dodge our calls.Desired Settlement: We would like the $200 we were scammed out of refunded promptly.

Business

Response:

We have reached out to the customer and there was no response, however we did leave a voice message asking the customer to call us back so we can resolve this together immediately. Also the information provided by the customer does not seems to match with any customer information in our records; name, address, and phone number. We suspect that the customer's account may be in a spouse's name.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have confirmed that the amount requested was refunded and consider this matter closed.

Regards,

Review: The [redacted] booth at the [redacted] is a scam...you can get the same deals by calling [redacted] instead of using the Independent Contractor - First Choice Communications. I have researched them on Revdex.com website and found they are NOT Revdex.com Certified and have a 'F' rating for having not responded to client complaints.

They were suppose to come by and provide new service to me...they did not show and [redacted] stated I had a previous account in bad standing. I informed him when I left [redacted] I received a refund check due to over payment. I immediately contacted [redacted] and was told my standing was great and no deposit was required.Desired Settlement: Return cash taken under false product representation.

Business

Response:

Below is a copy of the e-mail that we received from [redacted] Account Verification Team not allowing us to setup new services for this customer. She either had an account that was charged off or in collections, or was being tagged to an account in the same status, i.e another member of her household. Could we have set her up with new services and been allowed to activate it would of been done. The reason for signing up with a local dealer is that she DOES getting better promotions and pricing that going through [redacted] national such as FREE installation and an extension of premium movie channels just to name a few. The $20 cash I'm assuming she is in question of is an application fee that may have been charged by the rep in which is allowed. Unfortunately there is no record of it on file so again, its deemed an assumption.

ATTN: Site Manager [CORP# XXXXX - [redacted]]

You are receiving this email communication from [redacted]'s Account Verification Team.

Please be advised that account # [redacted] for [redacted] will not be authorized for activation because there is an existing account already on file with [redacted] and that account has a past due balance and/or a high amount due.

IMPORTANT - The account holder must call the Collections Resolution Team at ###-###-#### to provide payment or dispute this decision and to determine if the new account will be allowed to activate or if services must continue under the existing account. Please note it is NOT acceptable for a dealer to call this phone number on behalf of the customer.

Please cancel the installation for this new account and notify the account holder accordingly.If you wish, you can advise the account holder to call the above number to resolve the matter.

Thank you for your assistance with this matter.

Review: ANYONE ATTENDING THE [redacted]: WARNING, WARNING! Be aware if you sign a contract with [redacted] you may be promised the world and you will have to pay $99 cash for "Application fee", THIS IS NON REFUNDABLE, even if it turns out they can not give you the services that they say they will at their promotion tent! BUYER BEWARE!We were told at the [redacted] Thursday, October 9th, 2014, that we could have internet(50Mbps), phone and TV, all with [redacted]. We were scheduled for installation on Monday, October 13th, 2014. We received a phone call today, Saturday, October 11th, 2014, that [redacted] would be unable to install internet and phone at our home. They would not refund our $99 application fee. We feel that they made a contract that they could not meet and therefore should refund our $99.Desired Settlement: Refund the $99 Application Fee, due to the inability to deliver the promised services!

Business

Response:

Due to the customer signing the order form stating that there is a NON-REFUNDABLE application fee we are unable to refund the application fee. There is no correlation between the services rendered and the application fee.

Consumer

Response:

I have received a phone call from the agent saying that a check for $99 will be mailed to me within 4 to 6 weeks, therefore I accept their resolution, assuming that I do receive this check!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: on 6/24/14 we had a written agreement for tv. internet and phone services. they gave me first and second year costs for services, first year was $169.00 and $189.00 for second year. so we had the services installed [redacted] was the tv service and [redacted] for internet and phone services (bundled services). [redacted] came out and installed the tv portion then [redacted] came out and installed the phone and internet service. after installing the internet portion [redacted] did not offer internet service in our area, so [redacted] came back out and removed their equipment and we had to return our phone and internet service to our original provider, we kept the [redacted] service. as the year progressed the [redacted] bill kept going up un price started at $84.00 then $98.00 then $133.00 then $143.00 and was going to $189.00, the $189.00 was more than the whole package should have costs. I called [redacted] they would only give me a temporary reduction in price to $119.00 then the cost would go back up. what should I do? I have all the documents to prove my case.Desired Settlement: I want my [redacted] bill to be what was originally written up as $84.00 close to that, thank you.

Business

Response:

In regards to case [redacted] we have reached out to the customer to resolve the case. The customer stated that they will send over all necessary document for us to look over this weekend in order to completely resolve this case. We can not fully close this case as resolved until we have received the documents from the customer.

Consumer

Response:

I have sent all the necessary paper on 11-13-15 waiting for the response from first choice communications

Business

Response:

We have received all the necessary documents and are currently reviewing them to reach a viable resolution. The customer will be called no later than 11/18/15 with the resolution.