SYNN Remodeling and Contracting

To whom it may concern:This is a response to follow up for complaint # [redacted]. The customer had numerous “promise to pay” arrangements set up for him which he did not honor. This did cause services to be disabled for non-payment multiple times. Our records indicate that when [redacted] did call...

about an issue with his services, we immediately set up a work order to have a technician to come to his home to resolve the issue for him. The customer declined our offer to resolve the issue and therefore, the work order for this was canceled and the account was downgraded per the customers request. We provided appropriate credit when due for service related issues. We waived the downgrade fee on the account for cancellation of specific services.We did update our Terms of Service in September of 2014 to include a section that explains that all accounts are now required to provide a form of payment to be auto processed in the event of a past due balance When his service was disabled in October of 2014, we had advised him at this time that the credit card he was using to pay his past due balance to restore his services, would be saved on file for auto debit. Our Terms of Service do state that we have the right to change these terms at any time.With all this being said, I am happy to apply the necessary credit to return the inactive account to a $0.00 balance to avoid this being forwarded for collections. I do not feel any refunds are due as we had gone above and beyond to assist you with payment arrangements many, many times. Each time we set up an arrangement as a courtesy for [redacted], this arrangement was not met by him. Even though there may have been a few issues with his services, we are showing consistent usage except for the times your arrangements for payment were not met. Each time he had contacted us regarding a problem with a service, we set up a work order to have a technician come to his home to resolve the issue. I feel we have provided adequate resolution to all requests and that is why there will be no further credit given on this account other than what is required to bring this account to a $0.00 balance.If you have any further questions about this account, please feel free to contact us at [redacted]Regards,Kimberly OCustomer Advocate

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:1.  We have been told on numerous phone calls and in an email that the cable would be buried THAT DAY or BY THE END OF THE WEEK.  This did NOT occur.2. We ONLY receive a $15 credit for 3 months!!!  This has been occurring for 6 months!!We have to MOW around the cable ALL SUMMER!!3.  Attached are the two registered letters that have been mailed to Mr. James R[redacted], President of Zito Media.  Both letters list the logged phone calls with person talked to as well as their response.  The September registered letter includes Zito Media's response to the FIRST registered letter and subsequent call and email to [email protected].
 
Regards,
[redacted] & [redacted]

On my first complaint on this issue from June 2015, I accepted Ms. O[redacted] response that she would basically stay on top of this issue and get my cable buried. This time, I accept the business's response to resolve this complaint, not because Ms. O[redacted] has stated that she will, once again, stay on top of this issue, but because of the fact that the cable in question was buried to my house by Zito using a contractor on Monday, 9-21-2015.  The two Zito field tech's that were present during the cable burial process were very helpful and courteous during the cable burial and reconnection to my equipment.  I am, however, still not happy with the fact that Zito made an agreement to bury the cable to my house as part of the installation and then took 21 months to actually bury the cable to my house after the initial temporary installation (cable laid on the ground).  I am also not happy with the communication with Zito concerning this issue during the 21 month time period.  Ms. O[redacted] has never contacted me concerning this issue.   I am glad that the cable has been buried, and I have no complaints to date with the internet and telephone service provided by Zito.  Thanks to everyone that had a part in making this happen.
[redacted]

To whom it may concern:This is a response to complaint id [redacted]. The service
issues in this area have been addressed and we have verified consistent service
based on the customers modem levels and usage. 
This account has been credited for the previous issues and we have
attempted to...

reach out to the customer by phone and was unable to make contact
however, we did leave a voice mail requesting him to call us back and verify
issue has been resolved.  Sincerely,Kimberly O.Customer Advocate

Zito Media 102 S Main St Coudersport, PA 16915  Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1990 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103  Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint ID:...

[redacted]. We are very sorry to hear that [redacted] is having trouble with her cable services. We have had technicians working in the area to restore services. We have attempted to reach [redacted] to ensure her cable was back on but have been unable to reach her. We will attempt to reach out to [redacted] again regarding her services to ensure that her cable is back on. We have left a voicemail with our telephone number should she have any further trouble.     Sincerely, Amber N[redacted] Customer Advocate Zito Media

Zito Media
102 S Main St
Coudersport, PA 16915
Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC)1411 K St. NW, 10th FloorWashington, DC 20005-3404Phone: (202)393-8000Fax: (202)393-1198
Re: [redacted]
Complaint ID #: [redacted]
To whom it may concern:
This is a...

response to follow up for
complaint # [redacted]. I have followed up with the customer regarding the service issues she has been experiencing.  The customer has requested cancellation of service and we have scheduled this for her.   We have
credited the customer account appropriately. We apologize for the
inconvenience.
Sincerely,
Kimberly O[redacted]Customer AdvocateZito Media

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com 1411 K St. NW, 10th Floor, Washington, DC 20005-3404 Re: [redacted] Complaint ID #: [redacted] To whom it may concern: This is a response to follow up for complaint #[redacted]. We have been in contact with the customer on 01/14/2016. We have...

escalated this issue to our Technical Operations Manager who will have a maintenance technician out to resolve speed related issues that this customer is having. Once we have confirmed this issue has been resolved, we will look into an appropriate credit for this customer. Sincerely, Ashley F[redacted] Customer Advocate Zito Media

Zito Media 102 S Main St Coudersport, PA 16915  Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103  Re: [redacted] Complaint ID: [redacted] To whom it may concern,  This is in response to the Revdex.com complaint ID:...

[redacted]. We are very sorry for the trouble that [redacted] has experienced. Upon further investigation of the accounts mentioned, we have removed the Early Termination Fees that his wife had received on her account. This is now reflecting the correct balance. We are very sorry for the confusion regarding the transfer of the services. We have contacted [redacted] and informed him of our outcome. Should he have any additional questions for us, he can reach us at ###-###-####. A copy of this letter has been mailed to the consumer on 12/10/2016. We consider this matter closed. Sincerely, Amber N[redacted] Customer Advocate Zito Media

Not sure if this got held up in the process, but customer's modem is on line and has been using data for 5 days now. Do see the outage timeframe and have applied a credit of $25 to cover for all services being out during that timeframe as well as customer service issues.

Zito Media 102 S Main St Coudersport, PA 16915  Revdex.com Serving Metro Washington DC and Eastern Pennsylvania 1990 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103   Re: [redacted] Complaint ID: [redacted] To whom it may concern: This is a response to follow up for complaint ID: [redacted]. We are very sorry to hear that [redacted] is having trouble with her cable services. We do believe that we had resolved the cable outage on 8/30/16. We have attempted to reach the customer on multiple occasions. We would need more information and to speak with the customer if they are still experiencing issues with their services. Sincerely, Amber N[redacted] Customer Advocate Zito Media

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
See attached document for rejection justification.
Regards,
[redacted]

To whom it may concern,This is in response to the Revdex.com complaint ID: [redacted]. On 10/11/2017, We contact [redacted] regarding hisrequest for a credit of $135.60. We did negotiate the amount with the customer and provided him with a creditto bring the remaining balance due on the account to...

$67.83. We did email the customer con?rming this creditand new balance amount but We are unable to generate a new bill due to the account being inactivated. [redacted] has been advised he can use the previous remittance slip but will only need to include a check in theamount of 67.83 and the balance on the account will be $0.00 and We consider this matter closed.Sincerely,Cody B[redacted]Customer AdvocateZito Media[redacted]

To whom it may concern:This is a response to complaint id [redacted]. We have reached
out to the customer using both email addresses we have on file for this
account.  We have advised that an
escalated work order has been scheduled to bury the drop line in question and
that we will be...

following up after the completion date to ensure this has been
completed and that the issue is fully resolved. 
We have also applied a one time courtesy credit to the account for
compensate for the inconvenience and any frustration that has been caused.  Sincerely,Kimberly O.Customer Advocate

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] and [redacted]
Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted] We...

apologize about the trouble that this customer has experienced with their services. We have had our technicians out on 2/8/17 to resolve this issue. Our technicians had changed the drop line and all connections into the customer’s home. Unfortunately, the technicians had determined that the tiling issue was coming from our main headend in Wilber NE. The technicians have sent this information to our Technical Operations Manager along with sending information to the cooperate office in PA. We have applied a credit to the customer’s account for the cable services in the amount of $50 and an additional $15 off for the next 3 months for the trouble they have experienced. We will continue to work with our customer while resolving this issue.  We consider this matter resolved. Should any additional questions come up, our customer service can be reached at ###-###-####. Sincerely, Amber N[redacted] Customer Advocate Zito Media

Re: [redacted]
Complaint ID #: [redacted]
To whom it may concern:
This is a response to follow up for
complaint # [redacted]. I have spoken with [redacted] and confirmed
that his issues have been escalated to the appropriate manager for
follow up and resolution. I credited the customer with...

the
equivalent of one month of service for the recurring issues and the
inconvenience he has experienced. [redacted] has been provided with
my direct line for contact if he has any further issues and I will
personally continue to monitor his service. Customer was accepting of
this resolution and will call me if he needs any further follow up.
Sincerely,
Kimberly O[redacted]
Customer Advocate
Zito Media

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I will not "accept" this complaint as "resolved" until the tiling issue is resolved. I am working with Cody B[redacted] in an attempt to resolve this issue. I will work with Zito Media in good faith until this issue is resolved or they admit that they cannot resolve this issue (and that I have to accept and live with low quality service).
Regards,
[redacted]

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

Zito Media 102 S Main St Coudersport, PA 16915 Revdex.com serving Metro Washington DC & Eastern Pennsylvania (Washington, DC) 1411 K St. NW, 10th Floor  Washington, DC 20005-3404 Re: [redacted] Complaint ID #: [redacted] To whom it may concern, This is in response to the Revdex.com...

complaint # [redacted]. We apologize that this customer has experienced trouble with their Internet. We have had our Maintenance Technician’s out on 03/23/2016 and 03/24/2016 to resolve the trouble this customer has been experiencing. The Technicians have corrected the signal level issue that was causing the intermittent connectivity and this customer has been online since then. This customer has been online with no drops since 03/24/2016. We have also applied a credit on the account to compensate for this trouble. We consider this matter resolved.Thank you, Ashley F[redacted] Customer Advocate Zito Media

Please see the attached response that was sent to the customer via US Postal Service.We have responded to the same inquiry multiple times with the same information each time.We have advised where we, as a company, stand on this issue and we feel this customer complaint has been fully explained in detail and is resolved per our Terms of Use.  There is nothing more we have to provide regarding this issue.  This matter is resolved to us.Thank you,Kimberly O[redacted]Customer Advocate Zito Media

Zito Media 102 S Main St Coudersport, PA 16915Revdex.com serving Metro Washington D.C. and Eastern Pennsylvania 1880 John F. Kennedy Blvd, Suite 1330 Philadelphia, PA 19103 Re: [redacted] Complaint ID: [redacted] To whom it may concern, This is in response to the Revdex.com complaint ID: [redacted]. We apologize about the frustrations that our potential customer has experienced with trying to get services with Zito Media. We will certainly address these concerns to see how we can provide better customer service in the future when advising customers of serviceability. At this time, there is nothing further we can do. We apologize about the inconvenience. Should this customer have any additional questions, they can reach us anytime at [redacted]. Sincerely, Ashley F[redacted] Customer Advocate Zito Media