Property Damage Appraisers Inc.

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

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
At this time the issue is not certain to be resolved. The company has been working on it but has had poor communication with me this far. I gave them a time I was available and they came at a different and somewhat inconvenient time. They are currently still working at resolving the issue
Regards,
[redacted]

I paid for service at the correct rate of 150 Meg download 4/3 months before they address the situation to solve it. Beings I only had one third of this service I was paying for I should receive a discount of some sort credited to my account for...

each month that I did not receive correct service. That is what I am looking fori feel that either 1 month free service or prorated for the 3 mo of less than advertised service should be allowed for the incorrect and undelivered service I paid for.  Approx 90 dollars worth of charges for what I was being billed for but not recieving anywhere near that speed

After researching the customer's account, we were able to answer the following issues for them:1. Service problem - Setup a service call around the tenth2. Bandwidth Usage - Customer requested that we remove usage guidelines. Unfortunately, we cannot and here is the impact on other customers.The...

Cable One network is designed for typical residential computer user. Computer activity resulting in excessive or sustained bandwidth may burden the network and such usage may be restricted. Bandwidth on our network is a limited, shared resource among subscribers. Because we seek to provide the Service at a reasonable cost to the largest number of users, the use of our network is subject to usage limitations.Excessive use means bandwidth or data usage that is significantly higher than typical usage for which our network is designed. Such use consumes so much data it negatively impact the Service Provided to other customers. In order to ensure an optimized Internet experience for all customers, data plans have been assigned to all Internet services. You can find this Data Plans on out web site.  As a result of the attached usage, and subsequent notifications, the levels of usage has not changed. If you are not able to change your behavior the result may be moving your account to higher level. Even after that move, if you can demonstrate the ability to maintain a lower level of usage, we would be willing to move your account back down.

Our local office attempted to setup a service call to troubleshoot and fix any outstanding issues. The customer decided additional trips were not necessary and has since disconnected. Therefore, we are unable to justify a refund.

The local office has made several attempts to contact the customer and discuss a resolution. No response so far. Please have the customer contact the local office to review the two accounts they have with us.

[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 consider this issue resolved.
Regards,
Stacy F[redacted]

Our local office has left several messages for the customer to discuss a resolution but has not heard back from them.

Usage Guidelines have been in place and standard for all High Speed Data customers for some time. The local GM sent the following, explaining this in detail. Mr. [redacted], I received your Revdex.com complaint and apologize for any misunderstanding that may have occurred.  We do...

have data guidelines that differ depending upon which service you subscribe to.  I will address the issue that this was not thoroughly explained to you during the sales process.   I have reviewed your bandwidth usage and it looks like this higher package you are now in, fits your current bandwidth usage.  Below is the link to our Acceptable Use Policy which explains the data guidelines.  You had to agree to these in order to register for your service.  http://www.cableone.net/Pages/internetaup.aspx.  Section III – Network Management and limitation on bandwidth consumption and data storage explains our policy. We contact customers three times to inform them they are exceeding their data guidelines.  You should have received these emails and pop up messages from us prior to any changes to your package. A credit for the difference in cost ($58.07) was applied to your account on July 10th.  I will be happy to credit your account for another $58.07 – the difference for another month of service in order to give you an opportunity to review your bandwidth usage.  If your usage drops below 300 gig for the next 3 months, we will be more than happy to move you back to the original package. Please do not hesitate to contact me with further questions.  We appreciate your business and hope that this resolves any concerns you may have. Best Regards, [redacted]General ManagerCable One – West Valley, ID  (Western Idaho, Eastern Oregon)###-###-####

The modem was returned in January, dropping the balance to $156.78. After research by the local office, it is agreed that the customer had moved. The remaining $156.78 will be credited, collections stopped and the credit bureaus cleared (may take 45 days).

Cable One apologizes for the timing of this issue. The Same day the customer returned the equipment, a bill with the balance before return was sent. Now the account shows a credit of $111. The customer doesn't owe anything.

He was contacted twice, and the following was explained to him, which is detailed in his Acceptable Use Policy. You signed up on a promotional offer which was giving you $15 off the full rate for the first three months.  At the end of that promotion in March the rate should have gone to $50 but it looks like it went to $0 (our mistake).  When we were getting ready for the billing system change we audited all accounts and yours was corrected.  In addition to correcting it you were back billed for the 3 months you were not charged.  The current bill is charging for 3/24 – 7/22 at $50 per month plus a modem rental for July (you already paid the modem rental for March – June).  I have attached the current statement. That $50 package is our standard and most common internet plan which is referred to as the “Streaming” plan.  This plan has a speed of 50mbit and a monthly download limit of 300GB.  We allow you to exceed that download limit 3 times before your account is automatically upgraded to a higher level of service with a larger data allowance to accommodate your usage.  This policy is on our website and should have been explained to you at the time you signed up for service.  Each time you exceed the allowance you are notified via a browser popup on your computer, an email and physical letter. So based on your monthly usage (see the chart below) you were upgraded into our $75 “Premier” package.  This plan has a speed of 75 mbit and a monthly download limit of 400GB.  The high usage is likely due to Netflix or similar streaming services if you are using them on a regular basis. This change happened recently and is not reflected on the attached bill.  It will be on your next billing statement. So what I can do.  If you agree to pay the balance, I will credit your account $45 (This being $15 per month for March – June, effectively extending your $35 promotional rate).  I will have your account put back to the Streaming plan which is $50/month however you will need to lower your data usage going forward or it will be upgraded again in 3 months.  You are regularly exceeding or coming very close to the 300GB / month allowance for the streaming plan.

Customer made a payment to [redacted], it was never sent to Cable One. On 8-11-15, there are notes that the representative told the customer to return to [redacted] to track the payment. On 8-14-15, another representative waived the late fee and advised the customer to take the receipt back to [redacted]...

[redacted] for a refund for the payment. According to the notes, he made the payment on 7-20-15 so it would have been returned to [redacted] by now. On 8-11-15, we did remove the customer from collections as a courtesy so he would not be disconnected. A payment was made on 8-14-15 by credit card, and he now only owes one bill. The payment in question still hasn’t posted as far as I can tell because at this point we would have returned it to [redacted].

Services should have been restored.

The local office addressed the issue, fixed it, applied credits to the account and called the customer to let then know that the issue is resolved.

The company's collection department pulled this account from the list to be sent to the credit bureaus. It will not be reported and we apologize for the inconvenience.

This was provided in the 2nd response, but here you go. In the end I asked the customer to go to the office and discuss further with the GM.When the customer disconnected, she owed us $199.67. This included her equipment. The $199.67 was submitted to the collection agency. This meant that in our system it showed the $199.67 in write off but it didn’t show it as being owed on the Cable ONE account (because we had already written off the debt to collections.) So, when the CSR credited her for the equipment, it credited her Cable ONE account for $111.00. It did not, however apply this to the write off – the amount in collections. A second step is needed for that, and it wasn’t done. As a result, the credit for the equipment went out with auto refunds. She was paid for the equipment return instead of removing that amount from collections. She didn’t overpay. We just made a mistake. She actually owes the $199.67 in total because she probably cashed that check.The refund was made in error, therefore the $199 is the past balance that the customer owes.

The local office spoke with the customer and reviewed the issue. The customer claims that their were not aware the promotion ending in three months. A $10 credit was applied to the account as a courtesy.

We have resolved the issue with customer. He is coming in on monday 6/22/2015 to get remote start installed.

http://www.speedtest.net/my-result/4805023762 Cable One is outright lying now? For one, I just did another speedtest. The results are above. A bit over 30 mbps are my promised speeds? It's kind of laughable that they'd think I'm so unintelligent that I wouldn't be able to easily prove them wrong. I've attached a screenshot of the previous speed tests I've done too. You'll see that none of them even get to 50 mbps. They also claim to have left "several messages" to me about their service call. They left ONE message. The day before they called and I answered. They said they could come out the next day for a service call and I told them that would be ok, but only in the evening. The next day, they called around 1pm and I wasn't able to answer as I was working, they came out to the house when only my brother was home and he was asleep. So they came out without me telling them I was there, despite the technician who called me the day before saying they would check to make sure I was there. I have that voicemail saved. If need be I can also, probably, get Verizon phone records to prove they only called me once.  As for me having my own modem, that doesn't matter. It's rated for speeds much higher than what cable one even offers. I can take photos of my modem and my router to prove that the equipment isn't an issue.  As for the data usage issue, that's irrelevant. Their datacaps aren't even morally acceptable, they offer data caps well below average data use across the country and to top it all off, they offer download speeds "above average" rates but cripple those download speeds with extremely low upload speeds that prevent the download speed from ever being fully utilized. In short, they mislead the public with their advertised "speeds" and throw data caps so low that a handful of netflix movies a week would spend the entire data allotment. In short, Cable One should be careful when discussing their shady business practices. =/ Because I have a 30 minute time allotment on sending this, I can't attach more images. But I can provide more speed test results from October and November that show they're lying. And I can show phone records that also show they're lying. If need be I can even provide data reports and studies on the correlation between download and upload speeds to show that their business practices are suspicious at best.

There was a delayed update but the correction has been applied to the account. Our local GM will email the customer to explain the correction.