Rise Broadband

Complaint: ***
I am rejecting this response because:While I appreciate your reply,the decision to say with your service is because at this time we need internet for work purposes and we live in a small town without alot if options yet.It seems like your responce was generated by you but we were the ones to countinue service.We do think you sticking us with another two year contract is not right and your misleading quote helped us make the initial decision to continue service.Then we called back and was misquoted again.While we have had good luck with your service for the last few years and been loyal paying customers we would appreciate the same in return.I dont think thats asking alot
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:If Rise Broadband's terms state that they can add any new service to a customer's bill without that customer's prior express consent, then Rise Broadband is clearly trying to cheat its customers into paying for things they don't need or want This is not just about me None of Rise Broadband's customers should be subjected to this Don't do it just for me- do the right thing and change it for ALL of your customers.Regarding your "General Terms and Conditions" - Rise Broadband can change the fees for the Services from time to time (Section 7.1); however, this relates to services that have been ordered This is not a service I ordered The only Service that I have ordered (at a guaranteed rate) is internet service, and Rise Broadband does not currently have the right to increase my fees for that True, the terms state that Rise Broadband can 'alter' the Service (Section 2.2.) Again, the Service I ordered is internet service You have added on a new and separate service without authorization and stated you will start charging for it without authorization and your letter clearly states that you'd charge for the service EVEN IF I NEVER USED IT (despite that Section 1.8, Customer, indicates that a Customer is someone who orders or 'uses' a service) The aof PC Care (or any future ayou try to add to my account) does not fall under either a service alteration, or a change in fees for the service It is a separate aservice Section 1.20: "Service Order Agreement (“SOA”): That part of an Agreement that is executed by the Company and the Customer and, among
other things, identifies the Service to be furnished and the location(s) at which that Service is to be provided." - My SOA states that I ordered Internet Services It probably also included the request for non-recurring installation service It doesn't say "PC Care" or other services that Rise Broadband wants to charge me for without my express consent.Section states that "Customer may request additional Services" - it does not say that Rise Broadband can unilaterally decide to start providing and charging for additional Services.Section 7.1, Additional Services, states that "Service requested by Customer via a SOA shall identify the type and quantities or Service desired", etc- my SOA is pretty clear about what it is I actually ordered.Section states that "Customer will be invoiced and required to pay charges associated with any additional Service
provided to Customer, including, but not limited to, Service upgrades or relocations." - Clearly these "Additional Services" are not intended to be brand new aServices NOT specifically requested by Customer These have to do with actual modifications to the service already ordered such as when someone wants a better service or moves to a new location It's a huge stretch to try to attach this term to aservices that a customer doesn't actually request/order or use
Sincerely,
*** ***

Dear ***, August 25, 2016 Thank you for submitting your additional concerns to Rise Broadband through the Revdex.comWe appreciate the opportunity to address your concerns. We are sorry to see that you have rejected our previous explanationAfter taking a more in depth look at the account, we would like to state that a collective total of $was applied in July based upon the tickets our customer care department noted within the systemUnfortunately, due to cancelation of the account, the three month discount we had offered was not able to be appliedI hope this information helps to clarify your concernsWhile we regret losing you as a customer, we thank you for your previous service with Rise Broadband Thank you once again for bringing your concerns to our attentionThank you,*** Escalations Specialist

Complaint: ***
I am rejecting this response because: We had asked for the reimbursement of the fraudulent over billing that took place over the course of more than yearsThis fraudulent over billing equals over $We believe that at least 2/of that over billing should be
repaidWe could be satisfied with this amount
Sincerely,
*** ***

Dear *** ***, We thank you for your inquiry regarding the billing increase and service concernsWe have researched your concerns. Your increase was $for rental and carrier feesThe increase were announced on your statement, website and other
communications days prior to taking affectThe increase is a first in years so we can maintain and improve equipment throughout the network. The service plans are quoted for up to speedsThere have been a number of interruptions on service for your areaOur technicians have responded and all have been resolvedAn example of a recent interruptions was due to power loss as reported by your utility supplierAnother example was due to cablingAll have been resolved. We thank you for bringing your concerns to our attentionWe strive to maintain and improve serviceWe also thank you for being a Rise Broadband customer. Kind Regards, ***, Escalations Representative Rise Broadband

Dear Ms*** ***Thank you for contacting us via the Revdex.comWe appreciate the opportunity to address your concerns.We appreciate hearing feedback from our customers in regard to our customer serviceWe sincerely apologize if any of your experiences recently with Rise
Broadband have been lackingWe strive for outstanding customer service and do our best to provide efficient resolution on every caseAgain, please accept our apologies for any poor customer service or unprofessional behavior you may have encounteredThe conversation with the representative you spoke with was recorded and has been reviewedThe call was sent to Management, and it will be addressed at that levelPlease be aware that we take these complaints from our customers seriously and the issue will be followed up on We were sorry to learn that you report having issues with your internet serviceOur records indicate that there has not been one service related call placed to our call center since the account was createdHowever, if at any time you are experiencing technical issues, our dedicated technical specialists are more than happy to assist it trouble shooting whatever issue you may be experiencingIt is also noted that there has not been a service call to your home in a very long timeWe are happy to come out, free of charge, to ensure that everything at the residence is in good working order and is the most up to date equipment we have to offerPlease call us at *** and we will be happy to arrange a service call to address any issues you may be currently experiencing In regards to the two year contract; the account reflects that on May 3, a call was placed to our call center, inquiring about a lower rateOur representative was able to offer a reduced monthly rate as part of a two year agreementThe representative was able to lower the price from $to $37.45, based on a year contract price plan Our process dictates that every detail of the agreement, including the year duration, is emphasized during the callThe terms and conditions are clearly communicatedThis is a verbal contract, but proof of the year agreement can be found by logging into “My Account” at Risebroadband.comA full display of our Terms and Conditions may also be found at our website. After thoroughly reviewing the account and the nature of this complaint, it has been determined that the Early Termination Fee is a valid charge and will not be waived should the account be closed prior to May 2018. Again, we highly recommend calling us at *** any time you need technical supportThank you for being a valued Rise Broadband customer. ***Rise Broadband, Executive Services

Dear *** *** Thank you for contacting us through the Revdex.comWe appreciate the opportunity to attempt to resolve this matter for youAfter a thorough review of the account and all associated documents, we would like to share the following with youOur records
indicate that two separate calls were made to our contact center on June 20, The notes associated with that day reflect that the calls were regarding closing the accountOn both occasions, the representative conveyed our policy of “same day cancelation”An additional call was made on June 28, 2017, in which someone other than you called and was provided the same informationThis person was not authorized to add, change or cancel the account as it is in your name onlyOn July 18, 2017, another call was made and the account was closedThe representative went over the final balance at that timeAfter the account was closed and charges prorated, the balance remains $We do see a history of calls requesting information on cancelling the account, but this was not done until July We always strive to provide clear and complete information on all of our calls, and on three separate occasions we advised that we are a same day cancellation companyFor these reasons, we respectfully deny crediting the account and “calling it even”, as these charges are validIf you would like to speak with our billing specialists they can be reached at 844-411-Thank you for having been a valued Rise Broadband customer Thank you, Christine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because:
The short answer is that Rise Broadband will not honor the contract, so I am rejecting the response
Quoting an excerpt from the existing “Additional Fees and Payment Terms Disclosures Statement” that was not in effect when I signed up is not relevant to this complaintThe contract that I had with Rise Broadband, as previously indicated, was very clear in that the quoted price included “all taxes and fees” and was supposed to be a fixed price for two years
In regards to other statements made above, many of them are falseFor example:
The “legitimate late fee” noted above was not legitimateTo quote Chris from her response to Revdex.com Complaint ***: “We are happy to waive the $late fee, as it appears this was placed on the account incorrectly.” So the late fee was not a valid charge but due to a Rise Broadband billing errorAdditionally, references to the “remaining balance of $106.14” are because I had not been credited with my payment (it was later corrected after I complained to the Revdex.com, as Rise Broadband would not respond to my e-mails)I don’t appreciate a rewriting of the facts to make me look like the bad guy
In regards to the FCC statement above, here is what the FCC states in FCC 05-in a discussion about the “Truth in Billing Order”:
"Point of Sale Disclosure
The settlement agreements between Attorneys General from states and [several providers] contain numerous provisions obligating the carriers to disclose material rates and terms of service at the point of sale, whether that is at the carrier’s retail location, via the carrier’s website, or during a telephone conversation between the carrier and a consumerFurthermore, we note that some carriers independently have expressed support for point of sale disclosure rulesIn accord with these agreements, and in order to ensure that these obligations apply nationwide to all carriers, we tentatively conclude that carriers must disclose the full rate, including any non-mandated line items and a reasonable estimate of government mandated surcharges, to the consumer at the point of sale… We further tentatively conclude that such disclosure at the point of sale must occur before the customer signs any contract for the carrier’s services…"
As previously noted, the Rise Broadband sales rep clearly stated that the quoted rate included all “taxes and fees”There was no disclosure of added fees at a later date prior to the point of sale; in fact, the opposite was clearly represented
Sincerely,
*** ***

Dear *** ***, We wanted to thank you for taking the time to contact us with your concerns via the Revdex.com After having had the opportunity to thoroughly review the account we would like to share the following: We are pleased to see that the Early Termination
Fee was removed from the account and that the previous issue in question has since been resolvedWe regret any inconvenience this may have causedWe sincerely apologize for the processing delay in regard to the refund of $It is unclear what caused this delay, however, we have verified that this request was sent to our Accounts Payable Team on June 13, and is being processed for payment at this timeThe generally allotted time frame for receipt of the refund is to weeks after it is submittedPlease know that this issue is being handled and we do see a specific date in which the request was sent to Accounts PayableFurther, we assure you that this will in no way adversely impact your creditThank you for contacting us regarding this matter and thank you for having been a valued Rise Broadband customer*** ** Rise Broadband Executive Services

(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate you responding to my complaint but I'm still not understanding your answer as I have stated before my past due bill was $and some change which I paid - days later I got a bill for $that's what I'm complaining about not the $reconnection fee at the most my bill should have been $the $a month plus reconnection of $not $I enjoy the Internet very much appreciate the service but I still would like for this bill to be straightened out so I can continue using your service as of this date I see my building $a month please respond with the amount you think I owe you

Dear *** ***, Thank you for contacting us through the Revdex.com, we appreciate the opportunity to address your additional concernsAfter having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide an efficient and positive customer experience for all of our customersWe sincerely regret that this has not been consistent in your experience with our service We sincerely apologize for the inconvenience and understand your frustration regarding this matterThe total credit amount offered in the previous response was $We have discounted the services from Jan/Feb additionally, we have applied a temporary service discount of $for the next three consecutive months for a total discount of $for the congestion issues that are ongoing at our towerIf for any reason these issues are not resolved at the end of the days the discounted amount can be revisited, if necessar** We sincerely hope that this response provides clarification regarding your additional concernsWe appreciate your patience as we work through the tower issues, and thank you for being a valued Rise Broadband customer Best Regards, Danielle ** Executive Services | Rise Broadband *** *** [email protected] www.risebroadband.com

Initial Business Response /* (1000, 13, 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 have decided to set you up with a service call that's scheduled for 09/28/to have your equipment upgradedIf this is not a good time for you please call into our Call Center to rescheduleWe tried calling you on 09/21/and again on 09/22/to discuss a resolution 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 /* (2000, 15, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called back XXX-XXX-XXXX but got voice recorderI would like to reschedule to Thursday October 1,for a sevice callI think your network need to be upgrade to carry more trafficYou have more traffic than your network can handleI have been a customer for over yrsand never have any problem with the internet that last over monthsI get some internet service now for 2-days but still unacceptable

Dear *** ***, Thank you for contacting us via the Revdex.comWe hope to be able to provide clarity on the issues raised in this complaint It is understood that at the time services were installed there was an unlimited data packageHowever, after a
thorough review to our Network, Rise Broadband determined that unlimited data caps were prohibiting us from providing stable, and consistent connection to all of our customersThis is becoming an Industry standard that most companies along with Rise Broadband has moved towardRise Broadband now offers unlimited data to only our small business customers Our records reflect that the account has had a data limit for the last six months of 150GB and this has never been exceeded nor have any charges been applied as a result of this It is noted that the account is not now, nor has it ever been under a contract No changes have been made to the account, and as the representative you spoke with said, this is something that has now been implemented to all our customersWe sincerely apologize that your request to speak to a supervisor was not completedOur policy is that supervisors are to return calls within a 24-hour time frameWe regret if this was not what you experienced and are working on ensuring this process is more closely followed Rise Broadband offers special promotions each month that may lower the price of the service and increase the data allowanceIf you wish to discuss the possibility of placing the account in a contract please contact us at ***We have a variety of packages that may suit your needs and very well may lower the price of your services Thank you for contacting us and thank you for being a valued Rise Broadband customer *** **
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***

Dear *** and *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concernsOur PC Care services were offered via a two-month free trial that was communicated via physical mail, email, and on customer statementsOnce
this trial ended, if the service was not cancelled, a reoccurring monthly charge of $would be appliedWe sincerely apologize if this communication did not reach youOur records show that, effective 11/15/2016, the PC Care services were removedAs a courtesy, the agent also backdated the services two months for a credit of $Unfortunately, the account is not eligible for further credit at this timeWe strongly suggest all customers view their monthly statements at www.risebroadband.com, even when the account is set up for automatic payment, as we will often communicate important notices under the “Customer Information” segment of the statementThank you for being a valued Rise Broadband customerRegards,

Mr*** Our records show that on 1/14/2016, you contacted one of our sales agents through chat, and inquired about getting serviceIf you are interested in restarting service with us, we would be willing to waive that $termination feeHowever, the new service would need to be another year
contract which would start as a new contractTo be clear, this contract would start from the date you acquired the new service, it would not pick up from where your old contract left off If you were to sign up with a month to month, that fee of $would still need to be paidThere will also be a reconnect fee of $30, which we would be willing to waive as well, if you sign up for autopayOther than this option, the fees on your account are validAccording to our terms and services, our contract is a verbal one made over the phone when you sign up with our serviceWe also inform our customers that an early termination fee of $will be applied should the customer wish to leave early If you wish to investigate this further, that information can be found on our website at the bottom of the page, under informationClick on the link that says Broadband terms***, Escalation Representative

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns The decision was made to offer this plan as an added benefit in which many have found to be a valuable option; we do recognize,
however, this is a service not everyone will maintainA letter was distributed via postal mail as well as in email form explaining our plan to launch the service which initially begins as a (two) month free trial periodThis trial is also communicated on customer statements, which are visible at any time at *** via the Billing Portal Within the initial 60-day trial period, customers may utilize the service free of charge or contact the Call Center to have the plan removed from their servicesAfter the plan is removed, the customer will not see a charge associated with it Your account shows that you have, in fact, contacted a representative and the PC Care plan has been removed from your services as of 9/You will see no charges for this going forward Thank you for being a valued Rise Broadband customer Regards, ***, Escalation Specialist Rise Broadband

Dear *** ***, Thank you for contacting Rise Broadband via the Revdex.comWe appreciate the opportunity to address your concerns and are sorry to hear that you’ve cancelled serviceWhile we certainly apologize for any inconvenience you may have experienced, Rise Broadband is an
“up-to” speed provider and we cannot guarantee any speeds due to the nature of our serviceWe show that our Customer Care representatives discounted your bill by $for three months as a courtesy due to the slower speeds you were reportingThe account was also credited a total of $due to any downtime or service interruptions you may have experienced We offer a 30-day money back guarantee to allow customers the ability to try out our services before being fully locked into a two-year contractUnfortunately, as the account was not cancelled within this 30-day period, the early termination fee of $is valid and will not be waivedPlease see the below excerpt from our Terms and Conditions: If Customer chooses a Service that requires a minimum term commitment, and Service is terminated prior to the end of the contract term, Customer will pay a $Early Termination Fee or the remaining portion of the contract, whichever is lessAt this time, the current account balance is $Thank you for having been a valued Rise Broadband customerRegards, ***, Escalation Specialist Rise Broadband

Initial Business Response /* (1000, 12, 2015/12/22) */
Dear *** ***,
Please accept our sincerest apology for any trouble or inconvenience we have caused youRise Broadband highly appreciate your feedback as it will assist us in becoming better at what we doWhen canceling an account our
policy, which is stated on our website is that you have to call to cancel serviceOur phone number is also provided on our website which is XXX-XXX-RISEUnfortunately we're unable to waived the $charge
Once again please accept our attempts to help you with this matter
Thank you
Rise Broadband
Initial Consumer Rebuttal /* (3000, 14, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did call to cancel my service! I called timesNever was able to speak to an actual personThere was not even an automated voice to prompt me to disconnect serviceSo, I wrote a letterNot one, but twoThe last letter was dated 7-15-I have a copy of the letterI have phone records to prove I made calls to cancel my serviceI was never personally contacted about my problems with your "so called" service that was non-existentI will advocate with Revdex.com until my good name and credit is clearedI hope this feed back will help you to make the right decision
Final Business Response /* (4000, 16, 2016/01/06) */
Dear Mr***
We do apologize for the frustration you are having regarding this issueHowever, when canceling an account our policy, which is stated on our website is that you have to call to cancel serviceOur phone number is also provided on our website which is XXX-XXX-RISEUnfortunately we're unable to waived the $charge

Dear *** ***, Thank you for contacting us via the Revdex.com regarding the speeds you are experiencing with Rise Broadband’s serviceWe appreciate the opportunity to resolve the matter for youAfter reviewing the account information, we can share the following; Rise Broadband
sent a technician out to the location on December 20, at which time the equipment was moved from the house to a pole in hopes of delivering faster speedsThe technician reported favorable speeds at that timeHowever, we also see a large number of calls placed to our call center in which slow speeds were reportedWe opened several cases and worked to resolve the issue, each timeEach case that we have created has been worked on and a resolution has been soughtHowever, based on the findings today, it does not appear that we are going to be able to improve the speeds at your locationOur Network Operations Team, as well as our Field Engineers, are unable to adequality troubleshoot or resolve this issueDue to these reasons, should you elect to cancel service with Rise Broadband, we will not impose the Early Termination FeeWe never want to lose our valued customers, but also understand the need for fast and reliable internetWe are more than happy to continue to try to resolve the matter, but at this time we cannot give an estimated time of resolution; thus, we will waive the Early Termination Fee if the account is closedPlease call 844-411-if you decide to discontinue service with Rise BroadbandThank you for being a valued Rise Broadband customerChristine PExecutive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Complaint: ***
I am rejecting this response because: you say up to gig speeds The tower that I was on NEVER had the capacity to deliver 25gig and Still does not This is deceptive and mis-leading sales practices To say up to 25gig, a reasonable person would think that the best they would get was 25gig some of the time but most of the time would be something close to 25gig This tower can only deliver 15gig the entire time I was under contract with themTherefore I was overpaying for the service the entire contract period
Sincerely,
*** ***