Rise Broadband

Complaint: [redacted]
I am rejecting this response because:Apparently you didn't read the full complaint, I have made several attempts to have your representatives, technicians, whom ever you require to come out and get your equipment well before I sold the house. I never received a call, never received an email, and unfortunately, I am not able to make your representatives return a call or respond to me. It is been over a month now since I sent you the router and attached equipment from inside the house, the equipment you mentioned that was on the outside of the house is your responsibility to get, as I made every effort before I sold my house to reach out to you, several times, to have your representatives meet me so I would open the gate and make sure the dogs are put away. You never responded nor did any of and I will not accept responsibility for your lack of accountability or response to my efforts.  If I do not hear back with the appropriate refund I asked for, I will have no choice but to take this further by filing a dispute with my credit card and completing a Yelp review reflecting this, as well as notifying everyone on Nextdoor (social app covering Waxahache) of  my experience with your company and your lack of accountability. 
Sincerely,
[redacted]

Dear [redacted]...

[redacted]                                   ...⇄ October 7, 2016 Thank you for contacting Rise Broadband via the Revdex.com. We look forward to being able to provide you with some clarity on this matter. After a thorough look into the account, we see that there is a credit due to you in the amount of $50.34. We did note that the refund of this remaining credit is pending pick up of our equipment from your location. We have an equipment pick up scheduled for October 11, 2016. Once we have retrieved the equipment, the refund will be forwarded for further processing. We do not require that you be home at this time as long as we have access to the equipment.  We apologize for the time delay in this matter. Typically we are able to retrieve our equipment within a 30 day time frame and we unfortunately were unable to do that in this case.  Again, we sincerely apologize about the delay with this refund.We will mail the refund check to you at[redacted]within 6 weeks after the equipment has been returned. Again, thank you for contacting us regarding this matter. [redacted],Rise BroadbandEscalations Specialist

Dear [redacted] Thank you for bringing your concerns to us through the Revdex.com and allowing us this forum to explain Rise Broadband’s decisions on this matter. After looking into your account, we see that starting in March 2016 there were multiple calls into the contact center with...

the concern being slow speeds. At that time, after speaking with our Supervisor, he recognized and acknowledged that there were some issues with speeds. At that time, he placed a discount on the account of $10 per month, which actually remained on the account up until the time it was closed, totaling $70.00. Additionally, in March 2016 a credit of $4.15 was applied to the account. After speaking to our Escalations Representative in early May 2016, a credit of $60.00 was applied. The total of credits on this account is $134.15. After the payment made on August 5, 2016 there is a credit balance of $86.49, which will be mailed to 213 S West Street, Macksburg, IA 50155. Our representatives have worked diligently to provide reliable internet service to your home. Every effort was made to improve the service at your location, including multiple service calls to the residence.  After several conversations with both the Supervisor as well as the Escalations Representative, it became apparent that the service we were providing was unsatisfactory to you. Unfortunately, despite our best efforts and the improvement in speeds that we were providing, multiple calls continued to come in to the contact center. As is mentioned in your complaint to the Revdex.com, the speed issues have, in fact, been resolved. We did receive the emails that were sent and they were read and reviewed by management. Our Executive Managers do not interact directly with our customers, and that is why we have an Escalations Department as well as Supervisors. Ultimately the decision was made that we would no longer provide service to this account due to the harassing and verbally abusive nature of the calls that our call center began continuously receiving. While we certainly understand your frustration, we had done everything possible to a) improve the connection at your residence and b) provide good customer service. We were unable to conduct conversations that did not evolve into unproductive and abusive dialogues directed at our employees. While our top priority is our customers, we also have an obligation to our employees and do not wish to further subject them to the offensive and often personal attacks that have been observed when reviewing calls regarding this matter. Again, thank you for contacting Rise Broadband regarding this issue, and we wish you every future success. Thank you, [redacted] Escalations Specialist

Dear [redacted], We thank you for responding to our offering of service for your needs. We are sorry that this offering was not acceptable to you. Unfortunately, we don't have any residential plans available that offer unlimited data. We are not able to reverse to a discontinued plan within our system. We understand that you are not interested in a 2 year commitment. However, this is the only way we can offer you service as close to what was offered prior.  Again, we welcome a call from you to ###-###-####, Customer Solutions, to discuss your options. We do value your business. Again we apologize for any inconveniences due to the concerns brought to our attention.  Kind Regards,  [redacted], Escalations RepresentativeRise Broadband.

Dear [redacted] Thank you for contacting us through the Revdex.com again so that we can further address the issue. Thank you also for sending the phone bill, showing the date of your original call. Rise Broadband is a same day cancelation company. If a customer calls to cancel service, this is done within minutes. We do not pre-close accounts. While we clearly recognize that you did call us on September 18, 2017, the account was not closed at that time.  During this call, information was provided stating that you would need to call in on the date you wished to discontinue service with Rise Broadband. There is no doubt that this call took place at the time you said originally. Again, during this call only information was shared and no action was taken on the account. On October 19, 2017 the account was closed, and the account is noted that full disclosures were given. We then attempted to pick up the equipment, but were unable to retrieve it as the new homeowner had disposed of it. The account holder is responsible for the safe return of all Rise Broadband equipment. Rise Broadband stands by our original statement, that the fee is valid. However, after speaking with management it was decided that, in a measure of goodwill and the unfortunate circumstances created during the move, we are willing to cut the $300 by one half. This is an extraordinary exception, as this is not our process and does require Manager approval. We will credit the account $150.00. This decision was made in the part because we as a company, hate to see anyone burdened with additional bills during this time of the year. We hope that you take advantage of this generous offer and have a wonderful Holiday Season.   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:This company has failed to explain their unethical method of requiring all who do not want to be charge for the unwanted service must take time to call them to cancel what already was not asked for and added without authorization.The have explained again that the service that nobody asked for was added to their account without their acceptance.Rise has violated the trust of all their customers by hiding under the rug and adding charges that no one wants.They are now forcing me to carefully look at each and every letter in each billing to make sure they haven't added some other unasked for service clearly to enhance their income and empty everyone's bank accounts.  I would like Revdex.com to analyze this situation and render an opinion.  However, I will be going to the other entities that have enforcement authority in order to knock some sense into their executives so they can remain in business without so many bad marks against them.They fill a need where customers have no other provider of semi-high speed internet.They repeatedly raise rates with no real explanation.  They are just gouging thousands of customers as no one will do anything about their really sneaky methods.All they need to do in this case is like I spelled out before.1.  Apologize to all their customers for adding the charges in a way to keep the money form all of those who didn't ask for the service and were too late to do the forced calling.2.  Do this without anyone needing to call them.3.  Make public their mistake in adding charges to accounts without anybody asking for the extra service.  They just added the charges and explained vaguely that if you don't want the service you must, you must call and cancel before 11/05/2016.3. Publish their misdeeds so anybody can see they were running a scam and they are sorry and they will return any charges.  Without any customer being forced to call in.That's all, however, a promise to become more transparent and not engage in ways to bilk their customers.Believe me, if one of the larger internet providers comes my way it will be the best thing for me and seal the fate of Rise.
Sincerely,
[redacted]

Mrs. [redacted],     Thank you for taking the time to bring forth your concerns via the Revdex.com for a review of your account with Rise Broadband Internet Services. Rise Broadband is an ‘up-to’ speed provider and those speeds are not promised or guaranteed due to the nature of the service...

provided. I have included a few excerpts below from our company’s Terms and Conditions. For further review of these terms, you may visit our website online at www.risebroadband.com: PERFORMANCE LEVELS Speed is a function of the traffic experienced upon the wider network architecture of the Internet itself. RISE BROADBAND does not guarantee the maximum Service performance (throughput speeds) levels but will make every reasonable effort to ensure the highest possible quality of service is always delivered. You understand that any content that You may access through the Service may be subject to “caching” at intermediate locations on the Internet. TERM/CANCELLATION POLICY Termination does not affect your obligations under this Agreement, including your obligation to pay all fees for Services rendered prior to termination and any termination, processing and administration fees incurred as a result of such termination. RISE BROADBAND accounts must be paid in full before a cancellation will be considered complete. // 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 $250 Early Termination Fee or the remaining portion of the contract, whichever is less. ACCEPTANCE By using and accepting Service from RISE BROADBAND, Customer agrees to be legally bound by all of the Terms and Conditions of this Agreement and associated documents, the same as if Customer had signed this Agreement. These terms and conditions supersede all other written and oral communications or agreements with regard to the subject matter. Any waiver, modification or variation of these Terms and Conditions shall only be effective if in writing and/or in the form of a business contract signed by an authorized officer of RISE BROADBAND.      By verbally entering into the 2-year contracted term when service was established in September 2015, Rise Broadband extended a free installation and several months of free services which would not have otherwise been offered by agreeing to one of our month-to-month service plans. This agreement also allowed for a 30-day money back trial period, after which, the customer is fully responsible for the remaining months within that Term unless proven by a field technician that the location is no longer serviceable.      We understand the frustrations that may come along with time spent on the phones trouble shooting your issues, however this is a very necessary step in determining the nature of the issue as well as the best solution to have it rectified.      After reviewing all of the necessary information within the account, it has been determined that the $250 early termination (ETF) is a valid charge and will remain applied. [redacted], Escalations Specialist.

Dear Ms. [redacted],  Thank you for inquiry to our office with your concerns. We apologize for the experience and incorrect information received from our installer.  We have had the opportunity to investigate your concern about losing unlimited data with a recent plan change.  Our LTE...

programs all have data limits. All pertinent information including data limits was shared by our sales team. This was communicated when the order was received and established. Confirmation of order was shared after the service was upgraded.  Specifically, when you signed up for LTE on 11/03/2015, data limits of 250GB was to be part of the LTE plan, however, a system glitch prevented the changes for data limits to be added. However, when your service was disconnected for non payment and new service established, the data limits were added. Actually, you have enjoyed no data limits for 4 months.  We no longer offer any unlimited plans and we provided this information to our customers who chose the LTE plan.  Our dedicated Technical Support professionals are available to look at your data usage and how to reduce data consumption. We encourage you to call [redacted], so our Tech Support Team can assist. Unfortunately we are unable to reduce any overage charges for nor revert to any previous plans. We thank you for being a Rise Broadband customer and look forward to serving you.  Kind Regards,  [redacted], Escalations Specialist Rise Broadband.

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

Dear Mrs. [redacted],  Thank you for the sharing the concern regarding credits not being applied properly with the fees remaining on the account. We sincerely apologize for the experiences.  We have concluded our research and would like to share the results.  We have applied the...

following credits which have removed the fees on the account.  A two week service credit has been added. a. $30.00 Reconnection fee b. $5.00 Over the phone payment c. $8.50 Late fee  d. $20.73 2 week service credit.  We appreciate your business and thank you for being a Rise Broadband customer.[redacted], Escalation Specialist Rise Broadband

Complaint: [redacted]
I am rejecting this response because:  In the first letter they stated that I never tried to contact them again. They stated I only contacted them on the April 1st and May 15th.   I showed proof they lied.  I will not being paying for services not rendered.  Unfortunately I had an accident and suffered a severe concussion so I'm not saying the the first person said the things they are claiming or not.  I honestly don't remember.  I do know that every company I called on that day took care of business and they shut off on the 27th and 28th of April.  I received confirmations and final bills reflecting those dates.  Why would a rise broad band be any different than [redacted], or [redacted] or the water company or even the trash company.  What makes Rise so special that they can't shut off services when asked to?  Rise broad is the only one that did not.  So I will not be paying for services not rendered.  I was not using their service from the 27th on.  The person that moved into the house is not even moved in yet.  (they are remodeling first)  So no data has been used.  The company was aware of the move 27 days in advanced.  So services were not rendered so I will not pay for services not used.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I believe this is unacceptable. I could completely understand paying this fee if I was cancelling this account for any reason other than your lack of service. Specifically because you were well aware that for most of the 45 days I had no service or very subpar service. The idea of moving the pole was only stated by your employee because they didn't want to climb the one that was there to get the clear line of sight.  I shouldn't have to put up a pole in the middle of my front yard to try to get a line of sight that would have still been going through the same trees that were already the problem. If you couldn't get a direct line of sight from my yard to your tower than why would you keep me paying for service you couldn't provide?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The email they send me on the last day of the month should show the actual charges due.  This quote is exactly from their email. "You will be notified in the event that you use the full 10 GB of data and you purchase additional usage"  So as this is their email and their words why does the amount differ? Per your response date overages are updated every 24 hours so your telling me that when you send the email on the last day of the month it is WRONG?  So does your month have different dates than mine?  Response also states the service dates of 10/01 to 10/31 so again you are saying in your emails that you send out only as a  courtesy are worthless?  Then maybe you shouldn't send them out at all as they are deceptive. Why is it unfortunately that since July of this year the account in question has consistently gone over the 250 GB data cap in place?  I have no problem paying these additional charges this wasn't part of the complaint the complaint is that you are overcharging monthly by at least $3.50 a month, so if you are overcharging every customer that's a lot of extra cash for your company.   Again its only unfortunate for the customer as we are the one paying. Yes I am a valued customer off over 10 years and have never used excess data but my grandson moved in and his playstation uses lots,  he has now moved again and I won't ever have to pay to use these excessive charges again but I believe you should change the wording in your OWN email to reflect that these are not final charges for the month because you can't seem to send a email on the last day of the month or billing cycle with the correct fees.
Sincerely,
[redacted]

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. We appreciate the opportunity to address your concerns. We apologize for any miscommunication regarding our service plans. At this time, we do not offer a residential plan with an inclusive static IP...

address. We will be unable to apply a free static IP address to the account in question. Unfortunately, at this time, we will be unable to disclose any information regarding billing on the account for security reasons. [redacted] is the sole account holder and has not added you as an authorized user. Unless a person is an authorized on the account, any billing, including rates and credits, cannot be discussed. [redacted] is welcome to add anyone she would like to the account at any time by calling in to our Customer Care representatives at [redacted]. At that time, we would be able to discuss billing matters further. We thank you for being a valued Rise Broadband customer. Regards, [redacted], Escalation Specialist Rise Broadband

Dear [redacted], We would like to thank you for allowing us the opportunity to further address your concerns via the Revdex.com. After having had the opportunity to review the account, we would like to share the following: It is Rise Broadbands continuous objective to provide and efficient and positive customer service experience on each and every call, we sincerely regret that this has not been consistent with your experience when attempting to contact us. However, in light of your concerns we have reached out to our Network Engineers regarding these specific concerns with our service to clarify if the tower was suffering from any issues. We received confirmation again that we have no ongoing problems at the tower providing services to you currently. While there are currently no reported tower issues Rise recognizes that there still could be issues experienced with our service specifically affecting your residence. Additionally, we have assigned a specific Technical Support agent to reach out to you and assist with the troubleshooting. Our agent has attempted several times this past week to reach you at the two numbers we have listed on the account, but unfortunately each time received the message that the subscriber was not within cell service. Our Technical Support agent created a ticket (3006548) that you can reference when you do speak with them. For these issues, we still encourage you to speak with our Technical Support team at 844-411-7473 Option 1, they have an array of tools available to determine what could be causing the issues. If for any reason you still experience problems getting ahold of a representative at 844-411-7473 please feel free to reach out to us at [email protected] we can setup a specific time for a Technical Support agent to reach out to you, and troubleshoot if necessary. We sincerely hope that this provides further clarification regarding your concerns, and thank you for being a valued Rise Broadband customer. Kind Regards, Danielle Y. Executive Services | Rise Broadband Phone: 844-411-RISE [email protected] www.risebroadband.com

Dear Renee Recxford                                    ...⇄ June 2, 2017 Thank you for submitting your concerns to Rise Broadband via the Revdex.com. We sincerely appreciate your feedback and for allowing us the opportunity to address your concerns. Rise Broadband’s cancellation policy is that we need the customer to call us and verify all the information on the account before we can close the account. This is done to protect our customers. We need to verify that the account is not being closed by an unauthorized party. In the chat conversation included in this complaint, you identify yourself as “[redacted]”, which is not the name on the account. The only name on the account is [redacted]. Because the chat representative could not positively identify you as the owner of the account, they took no actions. This is Rise Broadbands policy and it is done in a measure to protect our customers. Again, we will state our position: We have a recorded call, made on April 1, 2017. In this call, it is stated that you want services turned off the 24th of April. The representative made it clear, on several occasions, that you would need to call in on the day you want services cancelled. This was not stated once, but several times. The representative offered to transfer you to our Solutions Team, and you stated “I’d rather just talk to you”. The representative said that was fine, and again stated you would need to call back on the day you wished to cancel service. It was made abundantly clear on the recorded call. As previously stated, we apologize for the inconvenience, but as noted in the call on April 1st, clear and complete information was provided. Our agent clearly advised that it would be necessary for you to call back on the date you were wanting the service cancelled. For this reason, we are unable to back date the closure, nor extend any credit to the account. The balance will remain on the account.   Thank you for having been a valued Rise Broadband. [redacted]
[redacted]
[redacted]
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[redacted]

Dear [redacted], We sincerely appreciate you taking the time to bring your concerns to our attention, in regards to your Rise Broadband Internet Service.  We have had the opportunity to investigate your concerns. Upon review of your account, we have noted that you became a customer of...

Rise Broadband on August 12, 2015. The documentation also shows that you upgraded on April 2, 2016 to a 15mb 2 year contract with a 350GB data cap.  Unfortunately Rise Broadband does not currently offer any unlimited data plans.  The highest data cap we offer is 350GB.  Our system generates a notification when a customer is coming close to exceeding their given data allowance. We would encourage you to monitor your daily data usage on our website at www.risebroadband.com.  Your account assesses a charge of $3.50 per every 10gbs in excess of your 350gbs allowance. Although we understand data limits may seem inconvenient, these restrictions are put into place for the benefit of all customers within our network.  It is vital for us to implement such limits so that equal access is given to the service(s) which you are paying for and these services are not being obstructed by one or two customers utilizing the full capabilities of any given tower. After an in-depth review of your account and referring back to our company policies, it is our decision that the $250.00 early termination fee (ETF) is a valid charge and will remain applied to the account.   We sincerely hope this information provides clarification on your concerns. We appreciate you being a valued Rise Broadband customer. Sincerely, [redacted] Escalation Specialist Rise Broadband

Dear [redacted], Thank you for contacting Rise Broadband via the Revdex.com. After a thorough investigation into the account, we have found the following: On 2/17/2015, a 10 Mb residential two-year contract was agreed upon, with installation occurring on 2/21/2015. This agreement...

included a waived installation fee and the service plan pricing of $44.95 per month being locked in for the length of the contract, as well as an early termination fee of $250 in the event of cancellation prior to the contract end date. Additionally, a promotion for a free [redacted] was available under the stipulation of the account not becoming delinquent within the first 90 days of the contract. While the first statement of $51.90 was paid in full, the next statement of $53.40, generated on 3/7/2015, was not paid until 4/20/2015, resulting in a delinquent balance and subsequent late charge. At this point, the account lost eligibility for the [redacted] promotion. We sincerely apologize for any miscommunication regarding this. Unfortunately, we do not reflect any records of calls regarding technical support matters within the time the account was active. On 8/19/2016, we received a call regarding account cancellation. At that time, it was disclosed that while the service itself was working fine, another provider in the area offered speeds that would better suit the needs of the household. The agent then went over the terms of cancellation, including the early termination fee that would be applied. After some discussion regarding this fee and the [redacted] promotion, a supervisor was brought on the line. The supervisor offered to investigate the promotional gift situation, which was declined. She also went back over the early termination fee, as well as disclosing that if the account balance was not paid within 90 days, it would be sent to collections. Per your request, the account was then closed and the fee was applied, leaving a balance of $246 on the account. We did not receive additional correspondence until yesterday, 1/16/2017, which was in regards to the balance being sent to collections. The requested supervisor again went over the early termination fee and collections process. He also went over the [redacted] promotion, including why it was not considered valid for the account in question. While we apologize that a manager was not available at the requested time, the email address given by the floor supervisor goes straight to the Executive Services department for review. The Executive Services team works closely with upper management to ensure a timely and accurate response. At this time, the early termination fee is not eligible to be waived. Thank you for having been a valued Rise Broadband customer. Regards, [redacted], Executive Services Rise Broadband

Complaint: [redacted]
I am rejecting this response because:I will be available to continue working on this issue Monday the 3rd of December.  At that time I will have a detailed diagnostics review I will post here with attachments and screen shots of the issue.
Sincerely,
[redacted]

Mrs. [redacted], Troubleshooting is a process to determine the nature of the complication and in some cases they are harder to pin-point than others. We fully understand the frustrations incurred from this and will apply a credit to the account for poor customer service in the amount of $15.65. This is...

in addition to the $2.75 that was issued by the supervisor you spoke with yesterday for the two day wait until your scheduled service call. This amount is generated through our qualification process; we are not liable for lost wages or other expenses outside of our services. Service call dates generally range from 1-4 days after scheduling and are strictly on a first come first serve basis dependent on the availability in that area with the option of being put on our flex list should an opening become available prior to that date. We value all of our customers and your continued use of Rise Broadband for your internet needs. [redacted], Escalations Specialist.