Complaints

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• Initial Complaint

  Date:08/30/2022

  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.

  TV/ Internet svc in general has been awful for the last Month 1st time we was out it was due to a pole 2nd time transformer i lost cable on my box Saturday called the after hours phone number still no call back I had **** phone # from a pervious issue texted her Saturday no response Sunday called the outage number again still again no call back **** finally decided to text back that the technicians don't work on weekends. So why have an after hours as indicated on your recording if its false. I told her numerous times how bad cst svc is to let your cst go w/o the whole weekend without svc they are paying for still nothing. then i was told that i could stop by and get a box use my gas money and my time for the refurbished junk they push on cst. i was never offered a refund or nothing i told her i would contact BBB i was told thank you have nice day.

  Business Response

  Date: 08/30/2022

  Customer called on Saturday August 27th at 9:13PM stating that services were out at her location of ** *********** ***. She also messaged our text line at 9:20 stating services were out. She called the afterhours line again on Sunday at 10:39am stating the box(****) was out in and the other 2 TVs were working. she then messaged the text line again at 10:40am, stating the box was out again and wanted someone there today, she was told someone could come out on Monday. She was asked if it had 3 blinking lights meaning that the **** was completely not working. She was told that a technician is only on call for area outages and was told that a new box would have to be provisioned by the office staff, that she was not in the office on Sunday. She then stated she wanted a tech at her location at 6pm, she was told that the office hours were 8am - 4:30pm closed 12-1pm for lunch, that a technician would not be able to be there at that time, that she or a family member could pick that up if she would rather. She did not want to pick it up but said a tech could come at 4pm to bring the box. The technician delivered the new **** at 4pm as promised.

  I have attached the voicemails, the text messages and a ledger of her account showing she had not called in any service call at all. the last order she called in was a change of service in November of 2021 & the emails wanting credit to her account.

  Our policy on outages is: if it is an area outage the technicians will be called, we cannot however call a tech out for one person. She stated in her second voice mail that all the other TVs worked, she emailed my CSR and wanted a refund, she will be given a refund for services she didn't have which were Digital Basic and her **** for 3 days. I attached the emails also. her credit amount will be $2.76, she states in her email she couldn't watch any of it but her voice mail says differently. 

   

   

  Business Response

  Date: 08/31/2022

  the refund will only be given on the service she didn't have, Digital Basic & ****, which equals $27.56 a month for those charges, if you divide that by 30 days in a month it equals .92 a day, times 3 days equals 2.76. she clearly stated in her voicemail her other TVs worked, so she was just out of service on the Digital Basic and the ****. She is wanting credit on services she had, I can't do that. The outages she is referring to did not affect her service whatsoever, I have attached her internet usage for July and August, and it show no interruption of service. I think bringing up the recent outages knowing it didn't affect her is a smoke and mirrors game. On the bad service. if it was so bad, why did she not call in for a service call? We can't read her mind. As far as the refund, my hands are tied until this is settled. Once it is settled then I can apply the refund to the requested account.

  Customer Answer

  Date: 09/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: As you can clearly see there is no point of reporting anything because it is done on there own time. The tech that came out Monday told my husband they never know how long something has been called in some of his work order was over a week old. I had tv in bedrooms with no box which would only go to channel 61 which i texted **** about she said you can't get those channels without the box but we could get more boxes for extra charge lets see a copy of those messages. I cannot watch the extended package in those rooms. clearly all the screenshot of when there was outage all cst should be credited which i never asked for. But as stated what the credit should be is what I should received i have had numerous problem with out date equipment, however i resolved the problem on my end as switching to another provider.  The reference of blowing smoke at mirror or whatever the reference just shows the lack of compassion for the cst base. 
  
  Sincerely,
  
  ***** *****