Property Damage Appraisers Inc.

We sincerely apologize for the mistake with the account the initial CSR made. The local office turned the customer back on.

We looked at this account and it belongs to a [redacted]. [redacted] does not have permission from [redacted] to discuss the details. [redacted] will need to complete a Revdex.com complaint and call the local GM to verify permission.

We understand the customer’s frustration, however, as explained with the initial response on 1/11/16 and subsequent phone conversations, it was clearly indicated which services doubled in price and why, and those that did not.  At this time we are not able to deduct the $5 increase. Cable One is not the only HSD provider in his area nor is he obligated by a contract. He is free to shop around.

The intermittent issues was repaired on 1/27 and a $150 credit issued.

No, the account was not past due at the time of disconnect. You all completely avoided the fact of the cable across my lawn the entire time of service.

The local office is setting up an IT expert service call for the customer to further exam and identify this issue. Expect to be contacted for a setup time.

The customer on the account will still need to provide permission.

Our Tech support has made phone and email attempts to reach the customer with no response. We need their help to identify and fix any issues.

Yes. The account was closed because I was contacted directly by a Cable One rep. the day after my complaint. Everything was resolved.

Mr. [redacted] called in to transfer service on 7/13/17. It appears the transfer was set up incorrectly and the correct install address was not noted. Cable ONE called the cell phone on the account  [redacted] but there was no answer so the install was cancelled. Mrs. [redacted] did...

call in and was informed of the need to reschedule.Cable ONE spoke to Mr. [redacted] and he had wanted to change the install to 7/17/17. There was no available time, and the csr let him know the first available date was 7/19/17. Mr. [redacted] had thought Cable ONE would be out Monday 7/17 for the installation and when no one showed up for the install (because it was for 7/19) Mr. [redacted] was upset and called in. Cable ONE was able to move up the install  for 7/18/17. Cable ONE Local Cust. Svc. Mgr called and left a message for Mr. [redacted] on the change of the installation date. Our technician arrived at the old address  on 7/18/17 ( [redacted]). The Technician called Mr. [redacted] stating he was at the address and the Mr. [redacted] informed our Tech that he was not at the correct address. Our technician then drove to the correct address ( [redacted]) and completed the install. I have called Mr. [redacted] and he and his wife seem to be happy with our services. We have issued a total of $40.00 for guaranteed arrival for their inconvenience.

After researching the customer's concerns, it was determine that the initial sell of the High Speed package with a 50 GB Data Plan was disclosed and signed by customer with work order. The customer exceeded this limit several times since their install. Multiple pop up notices were shown when...

accessing the Internet...the customer would have to check out of them. This information included moving them to the higher package if the behavior continued. A final notice was mailed. If the customer can manage their usage at the lower level for a period of time, they can downgrade back to that level.

Currently the customer disconnected the account.

[redacted] is my wife, so I do not need her permission to access our account. Sorry Cableone, I know that would have been an easy fix for you.

As Mr. H[redacted] has stated, we moved him to a new package which will give him better speeds and saves some money monthly, which he is see on future bills. Also, the service issues he experienced were not outages but some weather related issues which caused momentary slowness. Here is the GM's direct...

phone number, feel free to contact him to discuss any credits. Claude E[redacted], ###-###-#### Ext [redacted].

[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.]
Revdex.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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. In addition to my request that they ALWAYS ring the door bell before entering the yard, I also requested that they revisit their employee training and improve it.
Regards,
[redacted]

The local office reached out to her to discuss the situation. A credit of $55 was assessed.

The customer is now installed and the service is working well.

Revdex.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.  I will wait until for the...

business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We understand the customer's point of view, however, we believe what was offered was fair. As for having different offers with just increasing the usage, we are reviewing such options and anticipate a follow up by year end.

It is correct that I have been contacted 3 times since I made this complaint. Which is better than the 2 calls I received in the last 9 months. I have been told that the cable is going to get buried, but they keep...

saying this week or next week. So the issue on receiving a call back has been resolved. The issue of having the cable line buried has not been resolved. I have not received a date of completion.