Royal Vending Distr.

[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 is satisfactory If they provide the upgrade to my internet service like they mentioned in their solutions . They state that their going to upgrade the antenna , but  If my service upgrade is also included for free no added charges '[' My services ]   like they said in their reply . I am willing to close the complaint if Bertram comply's as promised .
Regards,
[redacted]

As we stated in our previous response to this complaint, this account is in collections status, and therefore, legally we cannot discuss this account. If our customer wishes to pursue further mediation, they can by contacting [redacted]

We did send an email to the prospective customer on 9/20/2016 to the email address listed in the lead account information. We have resent it and request that the prospective customer please check their spam or junk folders for an email from [email protected]

Revdex.com:
bertrams policy doesnt matter when the law states differently. I forgot to point out in my previous post in response to bertrams pointing out I upped my speed back to 2mbs that this was only done because I was forced to pay for faster service because at the slower speed my wife was not even able to use a simple messenger to communicate with me while I was out of state and I needed to be able to communicate with her.I also find it interesting that bertram believes that providing zero internet access or slower than dialup speed as acceptable. I think that says it all. this is why I am now using expensive telephone based internet and very much happier with it.I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Our customer has had service with us since June of 2008. He has been on our basic 768K X 256K speed plan until 10/13/15, when he tried out our 2M X 768K speed plan. In July 2013, we tried to upgrade the equipment to a different frequency capable of higher speeds. This was not successful due to line...

of sight obstacles; the existing 900mHz equipment was built to penetrate these more effectively. In December 2013 we applied a $10 monthly discount for a one year period which expired in December 2014. Our customer has an annual contract which renews on June 11th. On 04/12/2015 we sent our customer a notification that his contract would automatically renew on 06/11/15 unless he contacted us to cancel service. We received several calls in October 2015 from our customer with speed issues. We sent out a tech and waived the $50.00 fee for a service on 10/06/15 to make adjustments to improve the service. Our customer's account was due to shut off for delinquency on 10/13/15 for non-payment. We applied a grace period through 10/16/15 for payment. This was not made and the account went delinquent on 10/16/15. Our customer did pay on 10/18/15 and we removed the $25.00 late fee. Our customer was still experiencing issues so we again sent a tech out, waiving the $50.00 fee again for a service call on 10/20/15. Our customers stats were improved, but there was still some interference occurring. We are still looking at identifying the source of the interference to see if we can make adjustments to avoid the frequency being affected. Our customer has used an average of 22.5GB of data per month over the last year on the slower 768K plan.Our customer used 18GB of data in October. The service has worked within the confines of the speed of the plan and the 900mHz antenna equipment necessary due to tree coverage until recently. We have sent out techs for service calls to try to eliminate our customer's service issues and are still working on this now. We are willing to wipe the balance owed on our customer's account for November and December service and release him from his 06/11/16 contract and waive the $250.00 early termination fee. We will also pick up the equipment and waive the $50.00 pick up fee. We are actively working on finding a solution to the interference issue our customer has been experiencing and will continue to do so until it is remedied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

In response to this complaint, our customer is in collections status with our company and we are therefore unable to divulge any information regarding the account. We have been instructed to direct any inquiries to the collection agency handling this account: [redacted] Thank you.

We appreciate the fact our customer has been with us for many years and have provided him with the service he signed up for. Although our customer has complained about the speed in his complaint, he was on the same 1.5Mpbs speed plan the entire time he has been with us. Our customer needed a new...

power supply in June 2015 and while in the office, had a conversation with us about the Freedom 450 service which provides plans up to 25Mbps. His son is a gamer and on a 1.5Mbps speed plan, that can definitely cause speed issues at times. Our customer stayed on the same speed and didn't want to upgrade with us. Our customer was still able to average 68GB of data month and while we do not bill for usage, it is an indicator that the service was performing well, especially on a 1.5Mbps speed plan. Our customer called in in September to cancel since he had gone with another provider and was told about the $250.00 early termination fee and 30 day letter. Our customer didn't want to pay the amount up front and decided to keep us through the end of his contract date of 02/12/16. Our customer called in again on Jan 5th and was told about our Freedom 450 service with higher speeds, but he wasn't interested as he had switched in September. The equipment pick up fee and 30 day letter were discussed and our customer said he would send in the letter and the equipment himself. Our customer called in again on Jan 8th upset about the contract, the pick up fee and the 30 day letter. He wanted either the last month free or the pick up fee waived. The phone tech support member said he would find out but was hung up on before he could do so. We appreciate his comment in the complaint about not "being the nicest of people" since there was some swearing on the phone. We understand our customers frustration but the 30 day is necessary to have the cancellation in writing from the customer, the $50.00 equipment pick up fee is for the mileage and labor to climb up and retrieve the equipment and the contract terms and cancellation procedures are on every monthly bill and receipt; " Payment can be made through the customer portal at https://powercode.bertramwireless.com. Please contact us for login information. BY PAYING THIS INVOICE YOU HEREBY AGREE TO THE CONTRACT AND USAGE POSTED AT WWW.BERTRAMWIRELESS.COM THE SERVICES AGREEMENT SHALL AUTOMATICALLY RENEW FOR A SUCCESSIVE ONE-YEAR TERM UNLESS YOU PROVIDE WRITTEN NOTICE DECLINING NO LESS THAN 30 DAYS PRIOR TO EXPIRATION OF TERM."We will perform the equipment pick up at no cost since our customer couldn't get the equipment down safely, and will not bill for the final month of the contract. Our customer has paid $158.20 since August, and although this is not the $250.00 early termination fee, we think this is a fair trade since our customer has been with us so long. It is unfortunate that this became a frustration for our customer especially when we had faster plans available on his current equipment throughout the entire time he was with us and had the Freedom 450 high speed available in his area since early 2015.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Bertram Wireless, by not disputing my complaint, has acknowledged that all information stated is 100% true. Therefore, with the documentation, or the lack of, that Bertram has given to me I see no reason to pay their collection agency anything as I was never delinquent in paying. Also I see no reason to pay Bertram for any cancellation fees since they have waived fees for other long time customers that filed complaints with the Revdex.com. I will however give Bertram another chance to accept the same fair offer that I presented in my complaint one and one half years ago that Bertram declined. I am still willing to pay $29.95 for the 30 day notice plus the $52.30 for the service call to try and align the receiver. This offer is good for the standard 10 days that the Revdex.com has for a response. Bertram must accept this offer through the Revdex.com response system, I will then send them a check. I will not accept any phone or mail responses from Bertram or their collection agency. Done,[redacted]

Our customer signed up with us for service in 2010 on a 1.5Mbpsx384Kbps speed plan. We received a request from our customer on 07/21/15 to increase their plan to the next speed up. We did so that day, setting them up on the 3Mbpsx768Kbps plan. We received a phone call on 07/28/15 from our customer...

experiencing issues streaming video. We discussed with our customer that our new Freedom 450 equipment upgrade (which has been designed with video streaming capability) was not available in their area yet as the tower had not been upgraded. The existing equipment was not designed for streaming. We offered to revert our customer back to their original speed plan. Our customer declined, saying his wife would need to call in for that. our customer did say they were thinking about canceling service and so we discussed the cancellation procedures with them. We received a call on 11/25/15 from our customer who was experiencing streaming issues. Our tech tried to get some information on what video/device they were trying to use, but couldn't get any further information from him. Our customer's stats were excellent and improved still after we rebooted their equipment remotely. We would very much like to work with our customer to get some specifics to diagnose their service issues. The equipment and plan they are on do not support video streaming, but we have many customers on this equipment who are able to do so. We are doing everything in our power to complete the tower upgrade so that we can offer the new Freedom 450 in our customer's area. We will contact our customer and try to resolve this in a manner that is mutually agreeable.