Complaints

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• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2022, the foreign government office I work for as Administrator accepted the proposal **** did to provide us the ******* of ***** DS1 Circuit for local and long distance telephone *******. **** proposed change carrier Windstream to ******* Business. The monthly price we would be paying would go from ***** USD to 800 USD aprox. ******* started to bill once the circuit has been delivered (on 3/8/2022). However, *** (technical test for the circuit) scheduled by **** with ******* at ******* location on 3/29/2022 failed. They scheduled another *** a month later (April 2022), that also failed. *** passed until July, 2022. All this time, from March to August, we received invoices charging us for 2 circuits for both carriers: Windstream and ******* even though ******* tests failed. I did a claim on **** App since May 2022; I made phone calls to customer ******* and wrote multiple emails asking the status and resolution of the claim. **** said to us that had been working with ******* to correct the issue. Last email on November 14, 2023. **** responded ******* is extremely slow to work all claims. I dont know what else I need to do.Our Customer number with **** was *************** February 2023, my office change provider and carrier. The new one did the correspondant *** on time. Just took them 30 days to make the port, schedule *** and pass it. This proves that ******* was the responsible for the 2022 *** failure.

  Business Response

  Date: 03/05/2024

  A letter is attached, but a copy and paste of the response is also here.

  
  March 5, 2024
  
  
  
  Better Business Bureau
  PO Box 218
  ***********, ** 94577
  
                RE:         ID ********
                               Response of **** Solutions, Inc.
  
  To Whom it May ********************************************************************************************** Please allow this letter to serve as the response to complaint ID ********, issued by *************************** on March 2, 2024. A history of events that have transpired to date is outlined below:
  
  QuantumShift by **** is a managed service provider, engaged in various wholesale partnerships with underlying service providers (e.g., AT&T, Lumen, **********, etc.). The company serves solely as an aggregator and reseller of services, and does not own, use or lease any telecommunications right of way, facilities, equipment or switches. As a reseller, QuantumShift is bound by the terms and conditions set forth in its agreements with the underlying service providers; those terms and conditions are passed on to QuantumShifts end customers.
  

  In 2022, the company received notice from ********** that certain facilities were being decommissioned, and various end customers were impacted by this decommissioning. QuantumShift began a customer outreach program to assist end customers with replacement options for the impacted services, and the Consulate General of ****** (the Consulate), represented by ******************** was among those customers.
  

  The Consulate agreed on a proposal to replace the impacted ********** services with services procured through ********
  

  The ********** services were successfully ported to ******* on July 28, 2022. The billing end date for the ********** services was September 19, 2022, in alignment with **********s standard disconnect interval. QuantumShift could not place the disconnect order with ********** until the replacement services from ******* were successfully tested and turned up. Doing so would risk the customers service being unavailable prior to installation of the new services. The standard industry practice of disconnect intervals and porting requests, coupled with a lengthy test and turnup window with ******* contributed to the customer being issued invoices for services provided by two underlying service providers simultaneously.

  
  As of September 22, 2022, the customer had not paid their QuantumShift invoices for a period of five (5) months and was advised payment needed to be made to avoid disruption of service. We additionally notified the customer that we were unable to provide an adjusted invoice because there was nothing to adjust in reference to their earlier requests.

  
  Delays associated with the ******* test and turnup environment included:
  - The Consulate requested a bilingual technician after the service was already delivered by ********
  - On one occasion, the customers PBX technician was unavailable.
  - ******* experienced multiple technical issues during attempted test and turnup process of the new circuit, and QuantumShift opened a formal dispute with ******* on behalf of the Consulate. The request of ******* is to consider a new billing start date, adjusted to June 7, 2022, which was the actual successful test and turnup date. While this billing dispute is open and under review by *******, the Consulate is still responsible for all invoices. If QuantumShift is successful in obtaining a concession or credit from *******, then QuantumShift will issue that credit to the Consulate for services previously billed for the period March 7, 2022, through June 7, 2022.

  
  As recently as March 5, 2024, the dispute with ******* on behalf of the Consulate is still open, pending and under review. ******* is notoriously slow to process disputes, and in our experience, we have known them to take upwards of two to three years before finally resolving open matters. Our organization has a dedicated revenue assurance practice and a team that regularly engages, monitors and escalates all open disputes with all our wholesale partners, including *******, and it is not for lack of persistence that this matter has gone unresolved with the carrier.
  
  The Consulates complaint asserts that ******* was responsible for the failed test and turnup of the services, and this is an accurate statement. QuantumShift, as a reseller of services, has no control over the facilities, engineers, or scheduling of any underlying service provider although every customer is given a QuantumShift project manager to oversee ordering, test and turnup of services. QuantumShift cannot be expected to credit or refund a customer while a dispute is pending with the underlying provider of the services.
  
  The customer signed a ************** Agreement dated September 30, 2009, and QuantumShift acted in accordance with the dispute provisions. The Customer brought forth a billing dispute, and QuantumShift acted appropriately by timely initiating a dispute with the underlying service provider. If it is determined that the Customer is owed credits, then it is the companys policy that such credits will be issued on the next effective billing cycle. Since the dispute has not been determined, there are no credits to issue. In the Service Order for the ******* services signed by the customer on February 7, 2022, QuantumShift disclaims all guarantees,express or otherwise as to carrier installation intervals. These terms and conditions were accepted by the customer, and this is another reason why the companys position is that is cannot be held liable for something that is the fault of an underlying service provider, and in particular, while the dispute is still open with that carrier.
  
  Please feel free to contact me with any questions.
  
                                                                          Sincerely,
  
                                                                          *********************
  
                                                                          *********************
                                                                          VP,Compliance & Contract Management
                                                                          *************************************