Rise Broadband

Dear *** ***, We appreciate you bringing your concern to our attention through the Revdex.comThank you for the opportunity to address the issue concerning your service and we hope to provide a satisfactory response to your inquiryWe deeply regret any unsatisfactory
customer service you may have experiencedAt Rise Broadband we strive to each a positive and efficient customer service experience on each and every call. We sincerely regret that this was not your experienceWe apologize for any extended hold time as wellOur chat team is unable to troubleshoot issues, but rather is there for billing issues and other inquiries, but not attempting to troubleshootWe sincerely apologize that promised return calls were not made, and that overall, this has been an unpleasant experienceFrom our observations, we see no issues at the tower at this timeWe feel that the best course of action would be to arrange a technician visit the residence to identify and resolve any issues thereAs such, we will be reaching out today by telephone to set up a convenient time for this service callBecause of the combination of service issues as well as poor customer service concerns, a credit to the account has been applied in the amount of $39.95, equivalent to one month’s serviceThank you for your patience as we work towards a resolutionWe are making every effort to provide the best possible internet experienceWe believe that once a service call has been performed, the internet service will be vastly improvedThank you for being a valued Rise Broadband customer Thank you, ***
*** ***
*** ***

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
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
Sincerely,
*** *** I do not accept what they have to sayand apparently there is nothing I can do, That's so sad that companies do not have to make a customer happy anymorepay your bills on time and gets you no where. Well at least the complaint was filed

Complaint: ***
I am rejecting this response because:
We stand by our decision We did not receive the product/service we paid for each monthWe complained about the service many timesWe were told to do speed checksIf a business won't stand by their service and demands you pay an early termination fee after complaints were noted, then the business is stealing from the customer You demand we pay you for something we don't receive, that's a pathetic way for a business to make money We feel RBB owes us for a product/service refund of $We should add on the amount of data used from the time we were on hold waiting for your employee to answer our callsIn case you don't recall, we were on hold for 50+ minutes many times Is the service so bad that you need to hire additional employees to meet the demand of complaints called in???You can take the $early termination fee out of the money owed to us
*** ***

Hello Mr.***,
Can you provide us with the days that you were without service.Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at
what we doWe hope for the opportunity to serve you
better in the future, and we thank you for your continued support
Thank you

Initial Business Response /* (1000, 19, 2015/09/22) */
Date 9/22/
Dear *** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have taking every action possible to make sure that this problem has been rectified
and that we are able to provide the best solution possible to your inconveniences
In light of our investigation, we show that you have decided to cancel your account with Rise BroadbandWe would like for you to reconsider, and allow us to improve your customer service experience by upgrading you equipment and getting you the speeds that you requiredWe tried calling you on 09/22/2015, but there was no answer
Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe hope for the opportunity to serve you better in the future, and we thank you for your continued support
Thank you,
*** ***
Customer Care Supervisor
XXX-XXX-RISE
Rise Broadband Internet Services
http://risebroadband.com/
Initial Consumer Rebuttal /* (3000, 21, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Rise Broadband, due to this being an attempt to sweep any issue they have with customers under the rugThis is not the first issue we have had with themThis company has a reputation in our community as not caring about their customersOur subdivision has an app where neighbors communicate about issues within the neighborhood and there are numerous discussions regarding the lack of service provided by Skybeam/Rise BroadbandWe had to cancel our service with Rise Broadband so that we could actually receive a more reliable internet service for our work, school and personal needsIf they would have taken care of the issues our neighborhood was having at the time that we all were customers we, along with our neighbors, would not of had to cancel and connect with other local companiesIts easy to say, as a company, that you have taken every action possible to rectify a problem when in fact you did nothing until the customer leaves and then try to clean up your mess with empty wordsSince we were told, by several employees of Rise Broadband, that our internet issues were not a high priority (they actually said it was a Medium Priority) and would not give us an estimated time of repair, or even an estimated time that a technician would begin looking at our issue, we had to cancel our service with them to make sure we had internet service provided for our daily needs
Final Business Response /* (4000, 23, 2015/09/30) */
Mrs***,
Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersAs for the representatives you had been in contact with, I can assure you we do not take the complaints lightly and those do go under investigation so we may coach employees on how to properly communicate and give correct information regarding our services
I sincerely apologize for your inconveniences as well as your neighbors and would gladly assist you in restoring your internet services with us in the future, should you change your mind

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The service ticket #*** they say they have resolved as of 01/04/is still unresolvedInternet speeds per multiple "test my speed" sites including Rise's own speed check show speeds to still be severely under what is adequate per contract at least 50-65% of advertised speeds of up to (20mbs)All my tests still come in at under 8mbs download and some under 3mbsI continually experience buffering while trying to stream ***, ***, ***to the point of extreme frustration and end up turning off the TVThe crediting of my account is appreciated but still unacceptable, as what I want is service at a level that is within the acceptable limits of what is stated in the service contract
Sincerely,
*** ***

Dear ***,
July 12, Thank you for submitting your concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns Upon reviewing your account, we noted that a technician is currently set to come out on July 14, between the hours of 12:and 4:Our service call time frames serve as an approximation for the technician’s arrivalTechnicians may encounter unforeseen circumstances that may delay their arrivalWe apologize for any inconvenience that this has caused Additionally, it is legally required that two certified technicians be on sight for any service calls involving a towerThis is for the safety of the technician, and to insure the efficient and proper completion of the jobIt is our understanding that the field technicians that arrived on June 15th and 16th were not legally certified to perform the tower climb required We sincerely apologize for any confusion or misunderstanding that resulted from the delay in your service call due to this being a two person, certified technician job We did note that a service credit was added to the account in the amount of $24.48, on July 5th Thank you once again for bringing your concerns to our attentionWe sincerely apologize for the inconvenience you have experiencedThank you, *** Escalations Specialist

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to review your current service issuesIt is Rise Broadbands continuous objective to provide an efficient and positive customer experience to all of our customersWe sincerely
regret that this has not been consistent in your experience with our serviceRise Broadband has identified an issue with the tower that causes slow speeds at timesWe sincerely apologize for the inconvenience and understand your frustration regarding this matterAt this time, we are unable to provide a specific date regarding when the upgrades to the tower will be completed however, we can assure you that our Network Engineers are treating it with the highest priorityIn light of your concerns, and the difficulty that you have experienced because of this, we have applied a temporary service discount of $to the service for the next three months for a total discount in the amount of $If for any reason our towers issues are not resolved at the end of the discounts days, the discounted amount can be revisited, if necessaryThank you for your time and patience while we work through the towers issues and for being a valued Rise Broadband customer Best Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

*** *** We are sorry to hear about your issues getting the refund checkAccording to our system the check was sent, and has been cashedI would like to double check with you, that you did in fact receive and cash the checkOur records show the check was cashed 6/22/***, Escalation
Representative

*** ***, After talking to you on the phone we contacted our Texas Technicians about this issue and we are making headwayThere are plans underway to upgrade the towers in your area to support our customers thereA meeting is being held this week to discuss this project and create a timetable
in which to accomplish itI will continue to keep an eye on this project, and ensure that everything happens as quickly as possibleWe do apologize for the inconveniences you have experienced and we are working to resolve this issue***, Escalation Specialist

Complaint: ***
I am rejecting this response because: I did not request the upgrade, just to see if it was possibleI was also not notified of the changes to the data planI want the same pricing for unlimited that I had before.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11031047, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because: No, I called on 3/to tell Rise not to remove my equipment until I have setup a new service The call I made today had nothing to do with my complaint I did not accept a discount A $a month discount on an $service in which I'm receiving less than 1/mbps download speed is not acceptableI'm canceling my service and I want the early termination penalty waived because per your technician, nothing can be done to improve my service because your tower is full.
Sincerely,
*** ***

Dear *** *** While we do understand and appreciate what you are asking, we are not able to guarantee that you will not see offers like this in the futureOur Marketing Team occasionally does roll out these types of offers and promotionsThere is no way to exclude one customer from theseWe apologize that we are not able to accommodate your requestUnder the Rise Broadband terms and conditions, we have the right to change service and fees with notification to the customerWe have made a best effort to notify customers of the changeAs previously stated, we are allowing a day free period to provide customers the time to try the service and then make the decision to keep it or discontinue it with no chargeYou may view our full terms and conditions at http://risebroadband.com/legal/general-terms-and-conditions/ I will bring you concerns to our Marketing, Sales and Management TeamsAgain, thank you for your time in communicating your concerns with us***, Rise Broadband Escalations Representative

Initial Business Response /* (1000, 7, 2015/10/02) */
Date 10/2/
Dear *** ***
Thank you for taking the time to notify us of your unsatisfactory experience with Rise Broadband Internet ServicesWe have taking every action possible to make sure that this problem has been rectified and that
we are able to provide the best solution possible to your inconveniences
Thank you for your feedbackIt is important to us as a company to not only hear positive reviews, but the negative as well so we may better assist our customersI sincerely apologize for your inconveniences and would gladly assist you in restoring your internet services with us in the future, should you change your mind
Please accept our sincerest apology for any trouble this may have caused youWe highly appreciate your feedback, as it will assist us in becoming better at what we doWe hope for the opportunity to serve you better in the future, and we thank you for your continued support
Thank you,
*** ***
Customer Care Supervisor
Rise Broadband High Speed Internet
www.risebroadband.com
XXX-XXX-RISE
Initial Consumer Rebuttal /* (3000, 9, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company repeatedly states it apologized that I did not have a satisfactory experience and they did everything they could to provide the best possible solution, which they did not, this answer is unacceptableI was misinformed and misled into a product I paid for and did not receiveThis company stole my moneyThey only acceptable response from this company would be a refund check for money I paid for a service I did not get
Final Consumer Response /* (2000, 12, 2015/10/07) */
I received a refund check in the amount requested on Monday October 5thThis case is now closedThe business did the right thingThank you

Dear *** ***, Thank you for contacting us through the Revdex.comWe appreciate the opportunity to review your concernsAfter reviewing the account, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive experience
for all of our customersWe sincerely regret that this has not been consistent in your experience with our serviceAfter reviewing the account details, I can see that on 5/4/our Technical Support team concluded the testing from our equipment regarding the concerns that you had with the overages that incurred previouslyIn the ticket (***) the notes concluded that for the entire period of time that the radio was shut off, and our Network Engineers were monitoring the connection, no data was passing, and the usage stayed the same the entire time it was shut offAlthough we certainly understand your concerns with the overage charges that incurred, at this time the data overage charges are validRise Broadband has several Higher Data usage plans available to our customers, these plans have approximately 500Gb of DataIf after adjusting the *** settings, as well as the other services to minimize usage you find that you are still going over the monthly allotment our Sales agents could provide you with the details around these Higher Data plans, and the ones available to you, they can be reached at 866-920-We sincerely hope that this response provides clarification regarding your concerns, and thank you for being a valued Rise Broadband customerBest Regards, Danielle YExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear *** ***, Thank you for bringing your Revdex.com concern to our attention and providing us the opportunity to address your payment issues We apologize for your experienceAfter a thorough investigation, we have found the following: Our bank had cashed your payment
back in August which created a credit to your accountWe are investigating the bank's process for cashing a check that was not made out to Rise BroadbandWe will have a better process in place to prevent this from happening again Our billing team submitted a refund request last weekA check was mailed out to you for the amount of $on September 7, It takes about to business days for the refund check to reach your address on file. We sincerely appreciate your patienceThank you being a Rise Broadband customer Kind Regards, ***, Escalations Specialist Rise Broadband

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
Sincerely,
*** ***