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Grande Communications

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Phone: (877) 647-2633 Fax: (512) 878-4281 401 Carlson Circle, San Marcos, TX 78666 View Additional Email Addresses http://www.mygrande.com


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Description

We are a telecommunications company providing both residential/business customers with high speed internet, local/long distance telephone and digital cable services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Grande Communications meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Grande Communications include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 71 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

71 complaints closed with BBB in last 3 years | 34 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 34
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 30
Total Closed Complaints 71

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Grande Communications
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 8

Additional Information

BBB file opened: April 04, 2000 Business started: 11/01/1999 Business started locally: 11/01/1999 Business incorporated 04/12/2000 in TX
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Marie Lew, RCN
Contact Information
Principal: Ms. Marie Lew, RCN
Business Category

Cable TV, Internet & Telephone Installation Service

Products & Services

Grande Communications sells the following brand(s): Tivo

Grande Communications offers the following product(s): Digital Cable Services, Enterprise/Commercial Products, High Speed Internet, Local and long-distance telephone

Method(s) of Payment
Grande has multiple options for our customers to make payments that are easy and convenient. Customers may make a payment online for no charge at billing.mygrande.com, use our toll-free Express Payment system at 877-654-1414, at one of our local offices, or by mailing in payments. Customers may also make payments over the phone with one of our friendly staff for a $3.50 convenience fee.  HEB and Speedy Cash are also recognized as payment centers for our
Grande customers, but please keep in mind it can take up to 3 business days for a payment at a third party location to process through Grande. (There may also be a convenience fee charged at the pay station which is not Grande related.)
Refund and Exchange Policy
Grande Communications’ residential service does not have contract terms so customers can cancel at any time. Grande also offers a 30-day risk free trial.  This trial must be stated before the installation of services
Alternate Business Names
Grande Communications Networks LLC

Customer Review Rating plus BBB Rating Summary

Grande Communications has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They advertise falsely and do not tell you that the term of your contract is one year or two and then your bill will double. I guess it is in the fine print but it is underhanded and unheard of business practice that blindsides the customers. Until there bill doubles they have no idea that they only had 1 or 2 years to have the same bill. I have never heard of a bill doubling after 2 years for the same services.

Desired Settlement: I want them to refund my money of the months that I was billed double and be honest with the public and tell them the length of their savings is one or two years.

Business Response:

The customer had a bundle promotion plan that increased the monthly billing by $15.00 since March 2016. In addition, she carries over a balance every month since January 2016 because of late payment. Furthermore, her account had been suspended for nonpayment multiple times (March, May, June, and August of this year) which resulted in accumulated late fees and non-payment fees. This is why her monthly costs have increased during the last months.

Grande had been unsuccessfully trying to reach the customer to explain the billing via the two phone numbers that were on file.  Messages were left, but Grande received no responses.

9/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am promised 300mb to the line into the back of my modem. I understand there are drops in speed due to WIFI, device, proximity to router blah blah blah. however 5mb/s is not in anyway acceptable. When I first started services with Grande Communications my bill was guaranteed to be no higher than 128.00 including taxes and all fees. I pay into the 160.00 range for a reason this company cannot explain. Also I asked to speak to the area manager and was told i wasn't allowed to speak to him . They then told me they would put me in for a call to have "dispatch call me back" and that simply isnt good enough from Grande Communications any longer. I am promised things by this company they are not fulfilling. I have been told by 4 different individual technicians tell me the connection outside my home coming into my home is wrong and needs to be fixed. Call after call this still hasnt been fixed. And each technician has told me only HALF of my signal strength is coming into my home that I pay well over 160.00 a month for....are you serious grangde? half a service at well above full price????

Desired Settlement: I would like the connections outside of my home FIXED. I would like a direct phone call from the ***** ***** AREA MANAGER to give me the explanation as to why these things haven't been addressed and why it has taken so many different technicians to come out and NEVER fix the issues they claim are absolutely wrong. And to possibly answer why I would have to file a BBB complaint against a company instead of the work just getting done. I really do not understand why this process is so complicated to have to go to these lengths.

Business Response: A Grande Field Operations Supervisor visited the customer's home on 8/30/16 and completed the order.  A Grande representative tried to reach out to the customer today to confirm his satisfaction.  A message was left requesting the customer to contact us should he still need further assistance.  We apologize for the inconvenience the customer experienced.

Consumer Response:

Complaint: ********

I am rejecting this response because:

 This response did not address any issiue whatsoever. The issues still remain and I am not satisfied in anyway as to this absolute EXCUSE from Grande. I was clear in what I wanted. No one from grande has addressed this specific issue and it is an absolute lie to claim to have done so. I would like the area manager of ***** ***** to contact me and explain this as I have already requested. 


Regards,

******* ****

Business Response: Per the customer's request, he was contacted by the area supervisor.  The service issues were addressed, but the customer said there was still a buzzing sound coming from the box.  It was later confirmed that the buzzing was coming from his security equipment, and not by the Grande equipment.  The service is working fine now.

Consumer Response: Better Business Bureau:

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

Regards,

******* ****

9/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment in the local Grande office in San Antonio of 206.94 on 07/15. This is the amount specified from the rep there. We changed my plan to lower the bill. I also advised to stop auto pay. She told me she did. Monday, 07/18 comes and a Payment of 216 comes out of my account. I called Grande that day and asked why did this payment draft when the rep from the local office advised she stopped the auto pay. The rep on the line advised it wasn't stopped and then stopped it. The services were disconnected and I was advised there was a past due of 45.00. And I wasn't advised of this when I paid the 206.94 in July. They charged late fees. Since the autopay wasn't stopped the payment was returned and caused additional fees. I spoke to several reps who gave me different info. I finally spoke to a supervisor on 08/05 who went over the billing and advised I need to pay the 290.16 to restore services. She noted the account. I go to the local office to pay the amount that was returned and was advised I need to pay 342 and some change plus a new months bill since they were fully disconnected. I stated that wasn't what I was told when j spoke to a representative on 08/05. Grande Communications are deliberately withholding information to receive more money and charge extra fees.

Desired Settlement: I will like to pay the amount specified in the notes of 290.16 to have my services restored. I will like for Grande to stop purposely withholding information to charge more information. If not I'm taking this matter further.

Business Response:

There were multiple charge backs and returned payments due to insufficient funds.  The account was suspended on 8/4/16 for past due charges because of these returned payments.  The customer spoke to a supervisor on 8/5/16 and a special payment arrangement was made for the customer to pay $290.16 (the past due charges on the account) in cash that same day to restore service.  However, no payment was received that day.

The account was disconnected and closed on 8/8/16 for past due charges.  The customer was at the local office on 8/13/16 to pay the $290.16.  However, as the account was closed, the customer was advised the total final balance of $342.16 had to be paid.

The account was charged a $30.00 NSF fee because the autopay was not added.  A credit of $30.00 was applied to the account to offset that fee.

The remaining balance on the account is now $312.76.  The customer will need to pay the balance of $312.76 plus the first month charges, plus a deposit and reconnection fee before service can be re-established.

Consumer Response: Complaint: ********

I am rejecting this response because:
When I spoke to the supervisor on 08/05/16 there was no "special" arrangements Made. I was advised going forward ALL payments will need to be made in the office. The supervisor didn't tell me to make the payment that day nor by the 8th to avoid additional charges. This is my point of the complaint: WITHOLDING information to charge additional fees. The representative in the local office read the notes from the supervisor where it states she advised of the 290.16 needed but there's no note of her advising to pay THAT day or any day in particular. As I complained before, you guys don't do what is asked and always provide conflicting information. Just as I advised a representative in the office to stop the auto to prevent any chargebacks...IT DIDNT HAPPEN. Now your supervisor failed to provided adequate information and I have to suffer..WRONG. 
Regards,

***** *******

Business Response:

Grande accessed the phone call in question and confirmed that the Supervisor did mention that the $290.16 had to be paid by cash at the local office that day. The customer showed no interest in reconnecting services at that point so the Supervisor further provided instructions on how to return equipment to our local office and provided the total balance as well.

Consumer Response:

Complaint: ********

I am rejecting this response because:

THE POINT IS THE SUPERVISOR WITHHELD INFORMATION AND WHEN I WENT TO MAKE A PAYMENT IT WAS SOMETHING DIFFEREMT FROM WHAT THE SUPERVISOR SAID. PLEASE COPY THE TRANSCRIPT BECAUSE I HAVE RECORDED CALL.

Regards,


***** *******

Business Response: Grande was not able to reach the customer via phone.  Grande emailed the customer regarding the rejection of the response on 8/23/16, but, to date, had not received a response.

9/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grande communications has openly denied me my second ammendment right of freedom of speech. And for this situation as a veteran i feel that i have been openly discriminated against because i refused to let a company try to discriminate me and choose to not allow me my simple requests.

Desired Settlement: I do not wish to pay for a bill that i was openly told that when i called to pay the bill that there was no bill to pay. I request for the bill to be terminated and that a reasonable discount be given to me for the remainder of my services due to the discrimination i habe recieved as a veteran...

Business Response: A Grande representative spoke to Mrs. on 8/26/16 and offered to credit half of the past due amount, and the customer would be responsible for the other half.  However, she declined the offer and disconnected the call.

9/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was without service for over a week and a half- I kept calling Grande and they kept telling me the system was down in my area and they were working on the problem. After over a week and a half of no service I called again and they informed me there was no problem, I was frustrated that I had been told otherwise. Grande sent out a tech to check my services, it was an issue with their modem, after it was fixed I was told that I would get a credit after being without service and this would reflect my bill, I waited for the info, only to come home to find my services disconnected for non payment. After paying the bill I received my statement and noticed discrepancies on the bill- they charged me a drafting fee (in which I did not sign up for automatic draft) and I was still not credited for the non service. I called to ask what had happened to the credit and to have them credit for the automatic drafting fees which amounted to about $50. I talked with a Grande rep who was able to credit my account, my bill of $177 was now only $100, I paid the $100 dollars before completing the call. The rep stated I was paid up for the month of August. Two weeks later I arrive home from work and again my services had been interrupted. I called customer service and they stated I owed $177 and they would not restore services until paid. I told them what occurred with the last phone call and the rep that took the call had not noted my account. So I asked where was the $100 dollars been applied to and why the bill was still $177? They stated the $100 was applied towards a deposit, however this was certainly had not been told to me, the rep stated I was paying my August bill in full with the $100. Never once did he say I owed any other amount or anything about a deposit. They told me they could only credit the account by paying the $177 first. This is poor customer service!!! I asked the rep to tell me what the amount of the credit for the time I was without services and he stated $30. Are you serious? Now you want another $177, this is totally absurd! Not only are they swindling money from their customers they are not documenting customers accounts appropriately and being dishonest.

Desired Settlement: I would like for Grande to credit my account and restore services as I have paid my account. This type of control over customers service is not right and unethical.

Business Response: Credits were issued, and the customer made payment for the remaining balance.  The arrangement was satisfactory to the customer.

8/24/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have had Grande at this complex for 11 years. I moved to unit **** roughly 6 months ago from another unit in the complex. For the past roughly 3 + months I have had problems with my cable and wireless internet connection. They range from some pixilation to complete signal loss for all but a handful of non digital non HD channels over long time periods. The movie HD movie channels are effectively dead. There have been several visits to my home by techs with little to no progress with one exception. I have also spent several hours on the phone with representatives walking through various restart/re-boot processes. It is extremely difficult and expensive for me to get a day off to wait for a tech. I often work Saturdays, consequently that requires a day off also. THIS IS A KNOWN, LONG TERM PROBLEM THAT AFFECTS SEVERAL UNITS AT THE ******** APARTMENTS AND I HAVE CONFIRMED WITH MY NEIGHBORS THAT THEY ALSO HAVE CALLED ON DIFFERENT OCCASIONS OVER THE PAST MONTHS. I SUSPECT THAT YOU HAVE HAD COLLECTIVELY PERHAPS 20 CALLS FROM THE ADJOINING UNITS OVER THESE ISSUES. Tech Visit 1: Despite knowing the long term and complex nature of the difficulties, Grande sent a installer for the first visit. He simply performed the reboot modem functions that I performed over and over and over via phone and said that there was nothing he could do and left. Visit 2: Did not happen. I took another day off but received an automated call mid-day in my waiting process that said that Grande detected a system wide problem and it had been fixed and that my appointment was cancelled. I tried to call to tell them that was incorrect but they said I would have to reschedule for another day again. Visit 3: Finally an Engineer shows up. He was a true professional, identified several problems, replaced some wiring outside along with some corroded connections, etc. and put a lock on the box. He said that people had been fiddling with the box, most likely trying to steal cable. He stated that they very likely still had some lines within the complex area and around the box that needed work. My internet and cable connections worked perfectly for about two weeks. This was roughly a month ago. For the past few weeks I continue to have degraded service, getting worse each day. As of this morning (8/15/16) I am at zero channels across the board, period. NOTHING works. Not even pixilation, just "searching for channel" and black screen on all channels. I have scheduled another visit but the telephone tech has stated that he will not send an engineer out the first time. It will have to be a lower level tech, not an engineer, so this will almost certainly require a 5th visit by an engineer and another day off. I have spent roughly 14K with Grande over the last 11 years. ATT has promised me a complete wiring work over, up to and including inside my apartment unit to the TV if required, in exchange for a 1 year contract for similar but slightly cheaper services.

Desired Settlement: I would like a simple $100.00 credit and to have the problem fixed this week. The rep I spoke with on 8/14 told me "not to expect much" in regards to any credit request. This was in the middle of a discussion regarding the complete collapse of Grande services at my residence.

Business Response: The billing was adjusted to the customer's satisfaction for the service problems.  The customer stated the service was working fine at the moment, but it was something that occurs frequently.  A technician visit is scheduled for 8/20/16, and Grande will be working with the customer to resolve the issues.

8/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 6th, 2016 I called Grande due to an erroneous bill that was mailed to me charging me for equipment that I had already returned. They confirmed that I did turn it in but claimed I owed a balance. According to the bill I received in the mail before I terminated my service, I had paid up till 8/1/2016 and they should be sending me a credit. In fact on the bill sent to me charging me for the equipment (which was confirmed I turned in), it showed a credit. I asked for the manager but the clerk refused.

Desired Settlement: A credit should be given to me within 30 days.

Business Response: The customer's equipment was returned, and the account was not charged.  The last payment received on the account was $189.58 on 6/26/16 which covered services from 6/15/16 to 7/14/16.  The services were disconnected on 7/25/16 leaving a valid account balance of $57.05 for services rendered from 7/15/16 to the disconnection date of 7/25/16.

8/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Increase in billing without explanation. I provided a new credit card for auto pay and it was on file for over thirty days. My services were disconnected because I was told my auto pay did not go through because I did not have a card on file. On July 31, 2016, I paid my overdue bill of $147.59 over the phone and was told all late fees would be waived. My monthly payments are about $132.59 per month. On August 2, 2016 an auto pay of $174.78 was paid to Grande Communications. I called and I was told I was being assessed late charges because I did not have a credit card on file and because I had been given credit twice on the same month so they were billing me for that credit. I requested detailed explanation but was not provided one as to why the bill was $174.78. As a result of the frustration I cancelled cable services with Grande Communications. Grande Communications has not charged me the same amount more than twice. I always get charged more than what I agreed on.

Desired Settlement: Grande Communications should credit my bank account.

Business Response:

A June payment made with the customer's credit card on file was declined by the credit card company. Similarly, a July payment was declined and returned by the credit card company.  The autopay feature was removed from the account and the customer was advised of this.  The account was assessed late fees as well as returned payment fees.  However, those fees were waived as a courtesy. 

 The July 2016 billing statement had a total balance of $322.87, of which $168.59 was past due carried over from the June 2016 Statement.  The customer made a payment of $147.59 on 7/31/16 leaving a balance of $175.28.  A payment of $174.78 was received on 8/2/16. 

The reason the monthly bills were sometimes not the same was because full payment was not received against the billing statement balance and late fees and/or returned payment fees were assessed over and above the normal monthly charges.

8/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grande refuses to follow through on an agreement we had to close out an account at my address and restart a new one in my name. I currently have an existing account and no problems with it -- but, they continue to send bills for the old account under my former roommate's name. Even though the old account has been inactive since June 14 and Grande clearly is not providing it with service as all the equipment has been returned, they continue to behave as if the account was active and our agreement never took place. Here, nearly two months later -- and, again, after multiple phone messages making them aware of the problem -- Grande refuse to close the account and continue to send bills as if nothing had changed and we never had a prior agreement.

Desired Settlement: A closing of the account correctly backdated to June 14 -- when all equipment was returned to Grande representatives and service on the account ended.

Business Response: Grande advised the customer today that credits were applied to prorate the account leaving a remaining balance of $43.81 for services that were rendered prior to disconnection.  We apologize for the inconvenience the customer experienced due to this circumstance.

8/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted ****** Communications for services and an appointment was scheduled for Thursday, July 07, 2016. During the appointment it was discovered that there was an issue with the line used for internet and that it would have to be looked at by maintenance and a construction crew would need to rerun the line, this would take 5 to 10 business days to complete . I was advised someone would contact me on Monday July 11, 2016. I was not contacted. I called in and was told that the order was not put in but that it would be placed that day and someone would contact me within 1-2 hours. I was not contacted. I called the following day, Wednesday July 12, 2016, and was advised that someone could be there that day to assess the line as there had been an outage in that same area. Two company representatives showed up and confirmed that they were receiving a good signal from the line and that it did not need to be reran. They advised that someone would contact me to schedule an appointment. I was not contacted. I called ****** again on Thursday July 13, 2016, and scheduled an appointment for Thursday July 14, 2016 to have the internet service installed since I was told the line was good. A representative came out and established that he was able to get a signal but the internet box was not "locking on". He advised that someone would need to come look at the line and a construction crew may need to rerun the line, he advised this would take 5 to 10 business days to complete. The representative called me later that evening and advised that an appointment had been scheduled and that someone would be coming by Sunday July 17, 2016. A representative came on Sunday July 17, 2016, to look at the line and advised that a construction crew may be needed to rerun the line, he advised this would take 5 to 10 business days to complete. He also stated that someone would contact me on Monday July 18, 2016, as the office was closed on Sundays. I was not contacted. I received a call from my leasing office on July 19, 2016, stating that ****** Communications had contacted them to advise a construction crew would be there on July 20, 2016, to rerun the line and requested my permission for them to enter my apartment. I agreed. No one came. On Thursday, July 21, 2016, I received a call from ****** Communications auto-dialer requesting for me to confirm an appointment scheduled for Saturday July 23, 2016. I called customer service on Friday July 22, 2016, to confirm that the construction work had been completed as I did not want anyone else to come out if it hadn't, as it would be a waste of time. They assured me that it had completed. On Saturday July 23, 2016, a representative came and attempted to install the internet services and advised that it was not "locking on". He also requested that I sign some documents and stated that he would leave the internet router at my apartment and that another representative was coming that same day to see if they could get it working. I asked the representative if by me signing the documentation the system would show that I received services. He stated "Yes, but if it does not work, I will take care of it. I have noted the system and will give you a call later today to confirm if it is working". I called ****** after that and spoke with a customer service who confirmed that the onsite representative had closed out the workorder and it was showing in the system that I had received services and that this was incorrect, he stated that the onsite rep was more than likely just wanting to get credit for the sale and this was not proper procedure. Another on-site representative came by later that day and concluded that the line was not good and needed to be rerun, he stated his manager would contact me on Monday July 25, 2016. I was not contacted. However, a representative came by and advised that a construction crew would be coming on July 26. 2016, between 9am and 10 am to rerun the line. No one came. I called on July 27, 2016, and spoke to customer service who stated they show the workorder had been completed. I disputed and after additional research of the account he stated that a market manager had already been assigned to the account to resolve the issue. he would not provide me with their contact information and could not guarantee that I would receive a call back from them as he stated they were usually in the field. He also advised that if I wanted to speak with a manger/supervisor within the company that I would have to wait 1 to 2 hours. He stated that they would give me a call back today. I have no confidence in this. I am requesting 3 months free services due to the frustration as I assumed my internet services would have been working at the beginning of July. It is almost August. I have used gas to accommodate ****** when they needed me to be available or rescheduled due to their availability and I have no air conditioning in my car in San Antonio Texas in 90 degree weather. I have been unable to conduct my business as I had planned. I am a single mother of 2 and I am 8 months pregnant and preparing to go on maternity leave. I am extremely displeased with the service and lack of communication.

Desired Settlement: I would like to be contacted by the business. I would like the work to be completed and my services to be setup. I would like 3 months free services to compensate for the time, money, deceit, and frustration I've experienced with the lack of communication and the miscommunication amongst the company itself.

Business Response: Grande had attempted to reach the customer since 7/28/16 regarding her complaint.  ****** left another message on 8/6/16 to schedule an appointment to complete the work needed.  To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account.  We apologize for the inconvenience the customer experienced due to the delays.

Business Response: Grande had attempted to reach the customer since 7/28/16 regarding her complaint.  ****** left another message on 8/6/16 to schedule an appointment to complete the work needed.  To honor the customer's request, a credit of $165.87, equivalent to three months of service had been applied to the account.  We apologize for the inconvenience the customer experienced due to the delays.

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

7/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started service with Grande Communications on January 15th, 2016 and during the last 5 months, I have had consistent outages and service failures. During the last 3 months, I have had a specific issue in which there is interference with my internet connection and the node has a malfunction in which I lose connection at random times (sometimes several times a day) for approximately 5 - 45 minutes per outage. At first most techs just think its a modem issue but after finally having Grande come out numerous times, they found out that there was a problem with their node and not my equipment, but they could not pin point where the issue exactly was. This problem seems to be a neighborhood problem from what I have gathered from complaints on our neighborhood Facebook account. The problem is, Grande is not willing to set up enough time to this problem, which again could be affecting an entire neighborhood, to fix an issue. If the node needs replacing, then replace the node. If it is something else, then Grande should be doing something. I have around a dozen calls in the Grande proper and twice that to dispatch and techs on their personal contacts. I will have to say, the one person who has been amazing during this has been ***** *****. She has done everything in her power to get someone out but the problem is no one is fixing the issue or willing to take the time to get the proper personnel and/or equipment to fix the issue.

Desired Settlement: I would like the repair to where I do not have this issue before 6/17/2016 or about one week from getting this complaint.

Business Response: Work was performed to alleviate the interference affecting customers in this node.  Since this work, no further issues have been seen.  The customers modem levels look good with no signs of recent drops.  A Local Field Operations Supervisor spoke with the customer who confirmed they have not seen recent issues.  The Supervisor provided his direct contact number to call in case of any further events occurred.

Consumer Response: Complaint: ********

I am rejecting this response because: I am still having issues with Internet. Contacted Terry and he sent out a tech. Tech confirmed problem. Still having issues as of 19th and 20th. 

Regards,

****** ****

Business Response: Grande had been working with the customer and isolated the issue down to a faulty receiver in the node and had replaced it.  We have not received any further reports of service issues from the customer.

Consumer Response: Better Business Bureau:

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

Regards,

****** ****

7/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grande Communications are charging me money for time when my service should have on stand by. Thief outside collection person did follow through with requests. He makes on collections so it a.comission driven job. Grand Communications suspended and still continue to charge me for services I was not receiving. Crooks. Plus This not the first time I been stolen from by the crimmnals.If have thier equipment they continue to charge for Internet and cable but you not using it. The must making millions for services charge but not delivered. I am Texas combat veteran and this company are stealing from veterans. The outside collection guy is a liar. Does not follow through. Caller center is a joke.

Desired Settlement: They need to honor thier veterans regardless of ethicinty, race and when request stand by or if account is suspended they should be charging me. Where my deposit. Caller center is terrible, lies to the customers. Vague with answers.

6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Multiple Grande representatives, including a supervisor by the name of ******** (employee #****) will not allow me to cancel my ex-wife and I's account Grande representatives claim she--and only she--can cancel the account even though I am listed on it as per the fact I have been the principal person of contact on the account for three years and have changed and added services to this grande account multiple times and have payed every bill and have access to the online log-in details. Worse still, when I attempted work with the Grande representative just to get the account switched into my name, the Grande representative--******** --would not even allow me to cancel additional services on the account which I -- and I alone -- initiated, including meeting their representatives to set up. My ex-wife (******* ***) has not lived at this address for literally years. I have every legal right to cancel any services on my property which I am not using.

Desired Settlement: Immediate cancellation of all services on the account back dated to 6-6-16 when the first phone call was made notifying of desired cancellation

Business Response: Grande explained the process and policies for disconnecting the customer's ex-wife's account. The customer will return the equipment associated with his ex-wife's account. Once that is completed, that account will be disconnected, and a new account will be created in the customer's name.  The customer was satisfied with this resolution.

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We used Grande cable and Internet service for 2 years. About a month ago, I saw an ad on the WEB for a good deal on an upgrade for the TV service. I phoned and the salesperson agreed to let us have the service for $84.99/month (give or take a nickel) with no charges for installation or equipment. Previously we had been paying about $69.99 plus taxes. So we knew the bill would be a little more than $15 higher from then on. Their man arrived on the correct date and installed everything. We received a bill for $199+ I called Grande. The lady told me that part of the extra was because our new service started in mid-billing cycle, so a prorated extra charge was in there. However, on closer questioning, I discovered that or NEW normal bill was to be somewhere around $117/month plus taxes. I told them this was not acceptable nor was it what I purchased. She gave me to another lady who I told the same thing. Second lady apologized for any misunderstanding, but stuck to her guns and would not budge. I asked for her to just put me back in the same position that I was before their man misrepresented the deal to me. She had the temerity to say, "We no longer off that package." and that was the extent of her offering. I said, "Cancel my service!" She said, "o.k., but after you check around with other companies, you may call us during the next 10 days and change your mind." What arrogance! We have now installed **** ******'s service for a similar package. We will not do business with Grande any more. Meanwhile, what I ask is this: If Grande will apologize for the behavior of all of those representatives and just delete the outstanding bill, not try to collect it, and never try to damage my credit rating, then I will withdraw this complaint, reluctantly. Sincerely, ***** ******

Desired Settlement: what I ask is this: If Grande will apologize for the behavior of all of those representatives and just delete the outstanding bill, not try to collect it, and never try to damage my credit rating, then I will withdraw this complaint, reluctantly.

Business Response:

Grande investigated the customer's concerns and confirmed that he was given the wrong price for his package.  The Grande representative spoke to the customer and informed him that she would honor the rate quoted.  However, the customer was not interested in getting the new package anymore, but wanted his old package back.  Unfortunately, the old package was no longer offered and cannot be added back to the account.  Grande will refund the difference of the two packages. 

Grande is reviewing the internal interactions with customers and is providing coaching as it is required.  We wishes to apologize for the error made by the Grande representative and for the interexchanges the customer experienced.

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the last year several service issues/customer service issues, we hAve had several dAys without service or half days of service etc. I knew there was something wrong from the beginning. Front counter rep said he could not give print out of bills, phone reps were extremely rude not to mention verbal confrontations. Finally on 4/28, the ten h said the problem wad st theirs Node, and no d you affecting more people not just us. I feel for all the carl I have been thru over the last year should qualify for at least 3 months credit. They have a the notes and know this time I'm not wrong.

Desired Settlement: 3 months of credit, full year of all feels removed, letter of apology from CEO, and additional compensation for all the bull the representatives, call center etc have put me thru. I have been inconvenienced tremendously, not to mention per MasterCard negative charge back rules, paying/paid for service that I am NOT NOR HAVE FULLY GOTTEN!!!!!!

Business Response:

The customer did not wish to troubleshoot the problems during phone conversations.  Several service appointments were scheduled, but were cancelled by the customer except for a service call completed on 4/27/16.  Grande does not show an ongoing node problem in this area.  It may have been a presumption made by a service technician that visited the customer’s location on 4/27/16 who had found no issues at the premises. 

 

Grande spoke briefly to the customer on 5/5/16 to explain the situation.  The customer did not wish to schedule a technician visit to try to identify the service issue.  The customer requested us to call back the following day.  Several attempts were made on 5/6/16 and 5/7/16 and 5/9/16, however, we were not able to reach the customer. 

 

A total goodwill credit of $80.00 for service issues had been applied.   Multiple late payment and suspend fees were also credited to the customer’s account for her frustrations for a total credit of $111.00. 

 

At this time, the customer’s equipment shows pristine levels and no signs of a service issue.  

5/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had paid a bill which I should of never had my billing cycle is from 4/25-5/25 which I disconnected on 4/18 then still get billed for it and have to pay it spoke with a "so called supervisor ********" no help at all she was definitely no help at all they are rip offs ,I was told I got a credit that why your being build 23 then says no there's no credit.

Desired Settlement: I need 143 what I paid for 4/25 to 5/25 credited to my account or refunded

Business Response:

The customer was billed on 3/18/16 in the amount of $142.97 for cable and internet service for the period covering 3/25/16 to 4/24/16. The due date for this billing was on 4/11/16.  The customer paid $143.00 on 4/15/16 to cover this bill.

On 4/18/16, the customer was billed again for the service period covering 4/25/16 to 5/24/16 in the amount of $143.17. On 4/22/16, she disconnected her cable service (but keeping the internet service), and the bill was prorated for cable service and adjusted down to $22.18.  So instead of owing $143.17 for this statement dated 4/18/16, she now owes $22.18 for internet service only. The due date on this is 5/12/16.

The billing and payment history was explained in this form, but the customer was under the impression that her payment made on 4/15/16 would cover service period 4/24/16 to 5/25/16.  It was explained that her last payment covered the service period of 3/24/16 to 4/25/16.  Instead of owing the entire balance of $143.17 for the bill that was last mailed to her, she only owes $22.18 due 5/12/16.  Grande does not owe the customer the amount claimed.


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to 

Regards,

******* ******

5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande would not give me access to technical support due to the lack of knowing some information on the account, although I made it very obvious and known that I am a resident of the house, but because I am not the primary account holder, she insisted that she wasn't going to discuss the account with me or even transfer me over to technical support because I didn't know a four digit passcode. They then proceeded to not come out and take care of the wifi problem we are having because they claimed they were too busy, and have no technicians with time. This is an extreme inconvenience and I am appalled at the lack of customer care I ran into at Grande Communications.

Desired Settlement: I'd like them to not only repair the problem, but an apology, and some sort of assurance that in the future Grande will make a better attempt to resolve my situation, and other customers who have similar problems.

Business Response: Grande was out on 4/18/16 and fixed the wifi issue.  Grande had left numerous messages requesting a call to discuss the customer's concerns, however, Grande was not successful in reaching the customer to confirm satisfaction.  Grande has addressed the customer service situation and will endeavor to improve the customer/customer service interactions.  We apologize for the inconvenience the customer experienced due to this circumstance and hope there are no further issues at this time.

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande Communication ported my number to someone else saying ATT requested a port. I was advised to call ATT and did and was told there is no record of a port out request for my home phone. All this happened on 3/16/16. This morning I called my number and some woman answered and said no her number was something else. So apparently she doesn't know her number has been changed either. I'm not getting any satisfaction from Grande and ATT claims no port out was requested. I have had my number for almost 10 years and have never and will never use ATT so I didn't request a port out.

Desired Settlement: I just want my home number back that I have had for almost 10 years.

Business Response: Grande explained to the customer that a port request was received from AT&T on 3/11/16 and they were obligated to release the number in question to AT&T on 3/16/16 per the request.  The customer advised that he had contacted AT&T and they were working on the issue.

Consumer Response: Complaint: ********

I am rejecting this response because:I advised Grande that ATT told me they had no port request for that number. I also advised Grande that ATT said their back office had a back office number for ATT and they needed to call ATT themselves to resolve this issue but Grande has refused to do that and keeps telling me to call them. I get the same response from ATT. However ATT office of the President called me and said they were investigating but nothing since then.

Regards,

******* *****

Business Response: Grande reached out to the customer on 3/28/16 to set up an order to port the number back.  Grande advised the customer it will take about a week to process and she will contact him if any issues come up.

2/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My first complaint was posted on 12/28/15: This complaint is based on continuous billing increases without prior notification. This complaint is based on continuous billing increases without prior notification. Grande Communications has continued to increase my bill over the last 3 months. The original bill was set at $126.13 monthly. In November 2015, the bill increased by $11.57 without notification as to why it increased. In December 2015, the bill increased an additional $10.75. From October to December 2015, I am paying out an additional $22.32 without notification. Once I contacted Grande Communications regarding this issue, they stated that this was a pro rated amount and that they have the right to do this. Additionally, I was told that my bill would once again increase in 2016 by an additional $15 and that they reserve the right to increase that amount. When I asked why I wasn't notified of these monthly increases, I was told that I was notified on 05 December 2015 (after the increases). Grande called me after this complaint was posted, explaining to me that this is not a pro-rated amount and when they mailed the notification letter on December 5, 2015 it was to reflect these changes. This new increase will be my standard bill and next year (2017) it could increase another $15.00. Today as of 1/20/16 I received my new bill. This bill is now, yet again increased an additional $11.66. From October to now January my bill has increased $33.98. I went from paying $126.13 in October, $137.70 in November, $148.95 in December, and now $160.11 in January. I called Grande today, and was informed that the October bill was the last of my contract payment, that in November it increased because it was a partial increase for the new fees. In December it increased because this was the total new fees. It has now increased again because of the new state fees. When Grande called me on my last complaint they informed me that there would be no more increases, that the December 5,2015 letter was for the increase to $148.45. Today I was informed that is not true. The representative told me the December 5th letter was for January increases. When I stated that I was told I would not receive another increase until next year I was told that I will not this year. I then asked to speak to a manager, because I have been told twice now there will be no more increases. I was placed on hold, and when the customer representative returned she told me a manager would have to call me back in one to two hours. I asked why, and she explained they were not there. I ended the call. You would think a company would want to talk to their customers, but obviously the managers are too busy. For two months I have been trying to talk to Grande about their billing issues. I could understand if my home had countless TIVO devices in them but we have only one TiVo and one internet modem. There is no way that should cost us $160.11 a month. I have been a customer for well over ten years. That will change.

Desired Settlement: I would like my bill to go back to the original fee that I signed up for. I would like this guarantee in writing. I would like to not be charged every single month additional fees that I have no knowledge about with no issued notification. The December 5, 2015 letter was suppose to be the price increase after the contract had ended. Now I find that it is not true. I would also like an apology from Grande for their unprofessional and absent managers.

Business Response:

Grande reached out to the customer and apologized for the unpleasant experience as stated and provided an explanation of the latest interactions on her account.  We offered to upgrade the services at a discounted rate.  However, the customer declined the offer at this time as she has already set up to get services with a new provider.

Consumer Response:

Complaint: ********

I am rejecting the response because:

The discounted rate that was offered as a resolution was for more cable & wifi inclusions at an even higher rate than what we currently pay (almost $10 more than what we pay now). The primary reason for filing the complaint was the increasing costs each month. So, the solution offered is not a solution if it means paying even more money on a monthly basis. Our family decided to terminate Grande's services due to the following:

1.Nature of our two complaints,

2.Business practices

3. Failure to properly notify customers of ongoing bill increases

4. Failure to provide valid reasons for increased charges

5. Dishonesty by the customer service call center regarding unavailability of managers while fully aware that managers are available


Regards,

********** *******

Business Response:

Grande reached out to the customer in an effort to resolve this issue and unfortunately, the customer made the decision to disconnect their service.  Grande takes great pride in our efforts to be honest and transparent in our explanations for our adjustments.  In this case, the customer received a planned increase to the bundle as part of our price assurance bundle pricing.  The timing of that price increase along with increases to our surcharges and fees created the perception of the Grande bill always changing.  When we spoke to the customer, she understood the explanation and politely declined our offers to remain a customer.  If she wishes to reconnect with Grande, we will gladly welcome her back to the Grande family.


2/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: grande not only went up on my monthly TV charge by $22 but eliminated channel 8, WFAA, Dallas. I access this channel's local news every day as I have family and other interests in the Metroplex area in which I need to keep in contact.

Desired Settlement: provide an alternative channel selection in Waco that will provide WFAA, Dallas, local news hours.

Business Response: Grande had the pleasure of speaking with the customer and he stated he got assistance from our local office.  Grande explained the channel drop issue as well.  The Grande representative advised if the customer needed anything else at all to call us and we would be happy to assist.

Consumer Response: Better Business Bureau:

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

Regards,

**** **********

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mother, age 91, was moved to an assisted living facility in an area that Grande does not serve in August 2015. We worked trying to port her phone number and then found out the number was not portable. It took three tries to get a fax of my Power of Attorney to them. I would ask for confirmation of the receipt of my fax and never received anything. When I called they would say that they only received blank paper. I kept receiving bills for $242.37 through October. After the October bill, the Grande Representative said he would take care of it, the billed amount would be cancelled and I would receive a confirmation that day. I was asked to email my bill to Jason.porter@mygrande.com. I did not hear back from ***** or anyone at Grande and assumed it was taken care of as The Grande representative had said. Then in December we received a notice that the bill had been turned over to a collection agency for $242.37 plus a $50.00 collection fee. I tried very hard to work with Grande and conclude that after much time spent that they are incapable and irresponsible.

Desired Settlement: I want the bill cancelled and a letter from Grande and The Credit Protection Association L.P. that the account is closed and nothing is owed.

Business Response:

A Grande representative spoke with the customer about her mother’s account. The representative let her know that the account will be credited from 10/12 (the day she said she would send in her Power Of Attorney information) to 11/10 (the day the acct was closed) totaling $107.70 leaving a balance of $134.67. The customer said that was unacceptable because her mother moved in August. The representative let her know we were not made aware until 9/1 and they didn’t call back to disconnect until 10/12 so the full balance cannot be credited. The customer was not satisfied with that response and said they won’t be paying anything.

Consumer Response:

Complaint: ********

I am rejecting this response because:I spoke to the young man and told him that the entire amount needed to be credited not just a portion.  I asked to speak to his supervisor and he said he did not have one. When he said I could not speak to the president of the company I asked that he email me the contact information of the president, doubled checked that he had my correct email and he said he would.  I have received no email from him but he did find the time to write to the BBB!  This is consistent with their past performance.  They had last told me that the entire amount would be credited and they would get back to me the same day.This was ******.****** @ grande.com.  Guess what, I never heard from ***** and the next contact was received on January 31,2015 from a collection agency.

When my 91 year old mother was moved from her home to assisted living is when this saga began.  Grande does not serve her new home area.  My husband and I are senior citizens just trying to care for my aged mother.  Again, all I ask is for a full release from the amount they have billed.  I pay my mother's bills and if you will check, you will see that everything is always paid in a timely manner.  She has an excellent credit  record and so do I.  

 

I need the Grande company to step up and do the right thing:  Credit the entire account.


Regards,

***** ******

Business Response: Grande will waive the full balance of $242.37.  A message was left with the customer to let her know.

Consumer Response: Better Business Bureau:

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

Regards,

***** ******

1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am the lease holder for the address. My prior roommate, who is not on the lease and was only an occupant, ordered internet service from Grande Communications under her name. She has since moved out and left a two month balance on her account. I now have a new roommate and I am trying to acquire service under my name, on my own account. Grande Communications is refusing service due to the balance left on the previous occupants account. Grande Communications claims that because I was in the apartment at the time prior service was available that I am responsible for the amount that is owed and they will not unlock my address until the balance has been paid. This is an outrageous claim that I am responsible for their actions of entering into an agreement with an occupant who could leave the address at any time and not with the lease holder. I have contacted customer support about this issue and “it’s policy” is all I get from them. I have informed them that since I have not signed any of their paperwork or agreements, I should not be held liable for the balance due to their policy, and I should be allowed service under my own account. I would go with another ISP but Grande has a contract with the apartment complex so other companies are unable to provide services; Grande is the only company available. I have a voice mail from one of the managers willing to set up a new account if I could prove I was the soul lease holder of the apartment. A copy of the lease was submitted to the POC, however my address was locked hours after the voice message was left.

Desired Settlement: The desired outcome of this complaint is to have my address unblocked, that services be provided as requested, and for me to be removed from all liability of the prior occupant’s balance.

Business Response: A Grande representative spoke to the customer yesterday and advised that we will bypass his old roommate's past due balance and set up his own account.  The customer was satisfied with the resolution.

Consumer Response: Better Business Bureau:

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

Regards,

***** *****

1/11/2016 Problems with Product/Service
1/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GRANDE ADVERTISED A 30 DAY RISK FREE TRIAL. I CANCELLED AFTER 3 WEEKS. NOW, THEY DON'T WANT TO REFUND MY MONEY. I HAVE A COPY OF THE FLYER. THE CUSTOMBER SERVICE REP TODAY LAUGHED WHEN I TOLD HER THAT I WAS GOING TO CALL THE BBB.

Desired Settlement: I WANT A REFUND OF MY $115.

Business Response: Grande advised the customer that as he disconnected within 30 days of installation, he will receive a full refund.  The customer was satisfied with the resolution.

Consumer Response: Better Business Bureau:

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

Regards,
****** ******

12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande Communications has communication lines at both ends of my neighborhood not more than 100 yards in either direction. I've called several times to have service at my address and I keep being told that it is not cost effective to run their communication lines through my neighborhood because their hasn't been enough interest in their service. This is still a new community with houses being built very fast once this area is complete their will be around 50 houses.

Desired Settlement: To have grande communication lines run to my neighborhood so we can have high speed internet, phone, and tv service.

Business Response: Grande thanks the customer for his interest in Grande service.  However, Grande has no immediate plans to service the customer's area at this time.

12/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Over the last several months since service rebundle several issues involving service, customer service, billing explanation, overall dissatisfaction. We had been promised car issues would be corrected, billing would be corrected, service/signal would be corrected and it has NOT! Recent local office visit, requested full print out of Bill to include double entry accounting to review myself and told they could not print. Promised at time of rebundle Bill would be no more than 150-160. After several complaints, told Bill would be adjusted or wiped clean to start fresh.

Desired Settlement: I expect detailed billing history as requested, explanation as to why previous conversation promises not kept, expect credit and service call to be done when convenient for me since I have been inconvenienced and mistreated over and over.

Business Response: The Customer has been reporting issues since April...According to the work order history, trouble ticket appointments were scheduled, but were cancelled due to the Customer not being home or available when the technician arrived.  While there, the technicians checked and verified that service was working from the outside. The last trouble ticket appoinment was scheduled for 11/2/15 and again it was cancelled due to customer not being home. 

We have not been able to verify OR resolve these reported issues because we could not gain access. Since this is a long time customer, Grande can offer a $100.00 credit as a courtesy until we can actually make arrangement with the Customer to be home for the Field Op to address these issues. Then we will revisit to review and provide further assistance as needed on the billing side. 

12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Some how I got behind on my Bill by aprox $34 around mid Sept. I called to sort out the issues with the San Marcos office and they told me I owe around $34. They had gone up on me and I didn't pay the difference because I didn't read the bill. So I paid the extra and set up a bank draft so that it would get paid on time. October rolls around and they shut my internet off. I called the San Marcos office and they are telling me I owe $190 to make my account current. That didn't sit well with me because Grande already had 2 strikes against them. 1. The internet speed was terrible and 2, the service was way over priced. So I decided to cancel the service. I took my boxes in the next day. I talked to a lady and she said I owed $400. $180 to get current plus $220 for the next months service. This was so outrageous that I didn't ask for an explanation I just wanted it cut off. After discussing it with the lady at the counter, I agreed to pay the $182 and we would wait to see if the bank draft went through. It didn't go through so I went down there to pay them and give this last cord back so I didn't get charged and extra $15. I talked to a different lady this time and I explained my side and she said I owed $400 because the service was still connected to the pole. I said no and please give me my card back. She did not. She thinks a little longer and now she wants $220. I said no give me my card back. She said you can pay the $182 and I said no I want this settled right here and now. She still wants $220 I told her 3 more times to give me my card back and finally I had to reach over the counter and take it from her and I left.

Desired Settlement: I want this settled but I don't want talk to the same people. I want to speak to a manager this time.

Business Response: Grande spoke to the customer regarding his final balance.  The customer was advised that his balance was $288.92 which was for service from 9/9/15 to 10/20/15, the day he returned his modem to Grande.  The balance of $288.92 included a $25.00 non-pay fee.  This fee was waived, thereby, reducing the balance to $263.92.  The final statement reflecting the $288.92 balance, notating the $25.00 credit for the non-pay fee, was emailed to the customer.  The customer stated once he looks over the statement, he will pay the balance.

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So our home was purchased in August in ***** ************ ******** ***** ****** Before our move in date we were informed there was no Internet or Cable provided because our neighborhood is "new". Since August we have been contacting Grande Communications through the local number provided and spoke with customer service. We have been promised multiple times that someone would come look at laying line. Yet today I was told absolutely no one would come out unless there were more interest from the neighborhood. There are 5 homes in the neighborhood. All other homes are under construction. My 5 neighbors all have been calling and requesting service. If there are only 5 homes in the neighborhood and all are requesting service, how is this not enough interest? Everyone in the neighborhood needs it. I am a severely disabled combat veteran who isn't able to leave my home. I rely heavily on Internet for work projects and now I'm severely affected due to no provider. So I would like to know if everyone in the neighborhood (5 homes) have requested service, why is there a refusal from Grande Communications to provide services? Also the lines Grande Communications uses are at my back fence where my next door neighbor has coverage yet there is absolute refusal to service my home.

Desired Settlement: I would like a genuine explanation from someone regarding service to my neighborhood.

Business Response: Grande verified that this customer backs up to an existing easement. Our Field Operations is going to install a tap and make this address serviceable. The field tech informed the customer that a Territory Manager would be coming out to speak with him regarding setting up services. We apologize for the inconvenience the customer experienced.

Consumer Response: Better Business Bureau:

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

Regards,

******* ****

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande Communications came to my subdivision, Summer Wind Subdivision in Corpus Christi, TX to tell us that they were installing fiber optic cables in everyone's back yard, whether we wanted Grande service or not. The houses were built maybe 2-3 years ago, installation of cables should have been done before the homes were built, but they said if we disagreed the police would be called and they would guard the workers until they finished, they also assured the residents there backyards would return to the original state. This was not the case, during the during phase, the workers cut my fiber optic cable, I lost internet service for 2 days while I waited on At&t to come check my service and reinstall a new fiber optic cable to my house. Also they removed two fence panels which they didn't close back up and ruined some of the grass in my backyard with a huge eyesore mud hill. The left my fence open when they weren't working, I came home to find the back gate open and no one there. They also left a cement looking substance in the back yard in several spots. the work did they was very unprofessional and very messy, Grande poorly planned out the installation of these cables and are ruining residents back yard with there poor work. The number they gave to talk to someone about the construction, no one answers and it goes straight to voice mail.

Desired Settlement: I would like for someone to come repair the fence and do something about this awful pile of mud they left in my back yard and these cement blotches they left everywhere.

Business Response: Grande met with the customer and made all the repairs identified.  Grande confirmed with the customer that he was satisfied with the results.

10/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had about 20 outages since having service a little over a year. It's always the same problem, the internet will start working intermittedly and then go completely out. When I call Grande, the tech always has me disconnect the modem and unplug it and then reconnect it after a few moments. It will not work and then the tech will say they need to send someone out. Most the time it due to an outage, as I will call back and there will be a prerecorded message saying my area is experiencing an outage after more people have called in. I've had a tech come out about 5 times and they never find anything. One tech told me there is a problem in my grid that causes noise on the system and that they've been unable to find it. I am tired of these outages. They happen at the worst time like if I'm needing to remote into my office computer or other important tasks. I've been telling myself I going to switch to Cable One if this keeps happening but I like my Grande service when it works and the price is better. I've talked to other customers in the area and they say they experience these outages often as well. I wish this could be resolved as I am happy with everything else. The tech did have a rude tone of voice today when I called. As I was writing this it went out intermitted and I had to retype everything, very frustrating.

Desired Settlement: I want this problem resolved. There shouldn't be this many outages.

Business Response:

We have reviewed Mr. ****'s claims and have identified that he was directly impacted by three (3) outages so far in 2015 versus the 20 outages that the customer claims.   We have tried to reach out to Mr. **** to troubleshoot his connectivity issues which we believe may be centered around his personal router but have been unsuccessful in making contact.   Mr. ****'s last call to Grande was on September 21, 2015 and we create a trouble ticket for a technician to visit his residence for on-site troubleshooting.   However, Mr. **** was not able to confirm the appointment through our pre-calls, so this ticket was canceled.   Grande will continue to make an attempt to contact Mr. **** with the expectation of resolving or identifying the cause of his connectivity issues. 

Business Response:

Grande explained to the customer that we would not be able to provide outage information to him and he understood.  The customer advised the service had been working fine since the trouble ticket scheduled on 9/24/15 and will call back if he had any additional issues.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ***** from Grande talked with me extensively and assured me that he would address the issue if it arises again. The service has been good since the last occurrence.

Regards,

****** ****

10/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: for the past 7 months was paying 58 dollars a month this was after getting internet connection before this time was paying 114. dollars a month Now received a bill for $610.92 bill shows no late payments or anything owed before this bill due to last bill paid in full which was about 59.dollars. they admit in a phone call this day 10-5-2015 that the billing was their mistake and claim owe because did not pay for services that despite having always paid bill in full that they gave each month. Have been a customer with them for over 14 years and now this???? The bill does not even add up correctly of which again they admit an accounting error that for some unknown reason they could not correct for over 7 months????? Now because of their error not mine (have always paid in full each month they sent a bill for over 14 years) they expect me to pay over $600 I asked why they simply don't admit the mistake and just bring things back to how it was before this happened and bill me correctly. I honestly believed they lowered the bill because of the add on of internet high speed connect . for 7 months they could of corrected their mistake and not of lead me to believe this is what my bill would always be. was paying almost 59 per month for 7 months am not asking for it the stay at 58 if the mistake on their part was meant to be 114 per month then why not admit the mistake and just continue at 114 per month rather then now asking for 610.92??????????????

Desired Settlement: remove the 610.52 which is their accounting mistake that they could of corrected instead of waiting 7 months to do it and simply return to the past which since they say 58 should of been 114 then return to 114 and dismiss the 610.92 After all have always paid bill never late for over 14 years

Business Response:

Grande informed the customer that the account balance will be waived due to Grande's error to settle the dispute.  The total credit will be in the amount of $593.90.  Grande offered to waive all installation fees should the customer wish to restart service.  He would just need to pay the first month's bill with the technician at the time of install.  The customer was in agreement and was satisfied with the resolution.

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

10/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I disconnected my services and moved in the middle of September and never received a final statement, I then received a call from a collection agency stating that I owed the money and then some for collection fees. I informed them that I would pay the amount owed but not the collection fee since I did not receive a final statement from Grande. Prior to paying I called Grande and they told me they could not waive the collection fee and that it was not their problem that I did not pay and that I need to take this up with the Post Office about not receiving a final statement because their records show it being sent. There was no other attempt to reach out to me made by Grande which is disappointing and the individuals would not even transfer me to a supervisor just kept telling me to take it up with the post master that it was not their fault or my fault either but the post offices.

Desired Settlement: I would like a refund for the collection fee that the collections company made me pay since I never received a final statement.

Business Response:

Grande applied a credit of $37.21 for the full balance of the bill as well as the collections fee to settle the complaint.

Consumer Response: Better Business Bureau:

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

Regards,

***** ****

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have never seen such a bad cable company. They over charge for what you get, they do NOT work with you they are just willing to cut you off with no respect for seniors what so ever. The people you talk to on the phone can't make any decisions on how to help only to sell more. I try to watch channel 5 on Sunday mornings and it's in and out so I get nothing out of it and I get charged for that. This has to be the worst cable company and I would not advise using them!!!

Desired Settlement: To work with the seniors when they are on a strict income and get paid only on certain days.

Business Response:

Grande spoke to the customer and explained that the account is currently past due, but agreed to extend the payment due date out to 10/5/15.  The customer called Grande stating she was having problems with her channels, but she did not want to troubleshoot.  Grande will be happy to go over the channels issues if the customer calls in again.

10/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved into this apt complex on September on Sept 28 th 20014. I was told the only Internet is Grande Communications, for Cable Grande or DTV if my apt is facing south My apartment faces South. I chose grande for both until I noticed it had many flaws boxes did not work. The installer did not installed the cable correct nor did he give me any instructions on how everything worked. I called to get assistance spoke to very rude customer service rep. Who told me I may have to pay more. Finally someone came but it did not work right. They nickel and dime you for most of the basic channels. So I decided to call DTV and change service. I called grande the same night and cancelled. I only had their cable for less then a month... they had attitude because I cancelled their service. I had to pay for the service in advance. I only have the phone and and internet for $59 which I agree too. They have been charging me a fee of $35 before bundle fee for the last 6 to 8 months I have called and complianed. And I get different answers for this fee they act like it's a late fee but the bill calls it a Bundle fee never heard of something like this. They just make of fees to force to pay more then required. Their internet is very slow can barely watch my Netflix cause of their flawed Internet It is very hard to pay a bill that I feel is incorrect I live on a fix income and can not afford to pay this fraudulent fee. This company people who work there are very mean rude and untrustworthy. If I had a choice I would not use them at all. I have not talk to one nice representative from the Grande Corporation

Desired Settlement: The $35 fee which is illegally charged each month credit on my acccount and or refund.

Business Response:

The customer ordered a TiVo Mini, but a TiVo Preview was installed instead in error.  An order was set up to swap the TiVo box, but the customer had already cancelled her cable service. Grande was not able to troubleshoot the internet speed issue as there is no record that the customer called regarding the internet service being slow.  The customer was charged a $25.00 Non-pay Processing Fee and a $5.00 Late Fee as full payment was not made to the account.  The customer was also charged a $5.00 Home Networking Fee (router) which was not part of the bundle.  These charges totaled $35.00 and were clearly itemized on Page 3 of the customer’s bill.  We apologize for the TiVo mix up and that the billing was confusing to the customer.  Grande attempted numerous times to reach the customer to discuss her billing, but was unsuccessful.

9/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service I have received from Grande in the last 2 days has been atrocious. I moved to a new address 2 days ago and had set up an appointment to have my services transfered yesterday (7-31-15). When I called to request the transfer, I told the representative I would need 2 additional boxes. He told me that he would put that in the notes. When the technician arrived yesterday, he said that was not in the work order and that I would have to call and get a new plan to accomodate that. I did this, but I still couldn't get what I asked for because the technician did not have the equipment with him that was needed, so we had to reschedule the additional ones for today. I asked him to just hook up what I originally had until then. When he realized that Grande had not been in this location before he became visibly frustrated. He then left, stating that he had to find somewhere to run the wires from. He returned in about 45 minutes and told me that he could not complete this service because he needed access to the neighbors backyard because they had dogs When I asked him which neighbors he said any of the 3 behind me. I already knew that the house behind me was vacant, so that didn't make much sense to me to begin with. He told me that I would have to get with my neighbors and set up a time when both of us are off, and Grande can fit us in their schedule. I feel like any arrangement that needs to be made outside of my own home should be made by the company, not by me, but he said that was the only option. He was here 2 hours, and when he left I still had no service. That was a waste of mine and the company's time. I called and spoke to a CSR and she was very rude and sardonic, saying things like "We're not going to send him in a backyard with dogs, that's stupid." I attempted to explain to her that obviously that wasn't what I was saying should be done. I went to the backyards myself and 2 of the 3 had no dogs. She told me a supervisor would get back with me. Later that day I spoke to a supervisor and during the conversation she told me that nothing else was scheduled for me until the 6th. I was told by the woman who scheduled it that it was scheduled on the 1st which is today. The supervisor told me that they would get with the local office to try to get someone out today and that someone would call me first thing in the morning to let me know what was going on. I went to my neighbors house again and still 2 of the 3 homes do not have outside dogs and the neighbors that do have dogs were home and could bring the dogs in. By noon today I still had not heard from anyone so I called. The CSR was extremely rude. After reviewing the notes she tells me that all I can do is wait until someone contacted me. I told her that yesterday I was told someone would contact me but they didn't. She told me that wasnt her fault, that she and her supervisor just got there and didn't know anything about that. I explained to her that was no fault of mine either. I asked her to put in my account that if no one can pick up the phone and let me know something later on then I want my service cancelled. She cut me off saying "Is there anything else I can do for you," in an extremely rude manner. I then asked to speak with her supervisor. She replied "I'm notating the account, is there anything else?" stil very rudely. I again asked to speak to her supervisor and she hung up in my face. At this point, I am extremely upset. I am having enough issues with this entire process without also dealing with a rude and disrespectful CSR. If that is what Grande represents, I want no part of it. About 30 minutes later I called again. I wanted to speak to a supervisor about the service I had just received. I spoke to another CSR and explained what happened to her. She reviewed the notes and then told me I had to wait until the local office got back with them. I told her I knew that, that was not why I was calling. It was about the CSR. She put me on another brief hold and then came back and told me I would have to wait until the supervisor called me back with the local office infomation and I could address that with her then. This entire process has been utterly ridiculous. When I called for the transfer the representative told me that this location was able to be serviced by Grande. As the consumer, I should be able to tell you what service I want, and as long as I pay for it, it should be provided. If you have to go through a few extra steps to provide that service then so be it, but under no circumstances should I be treated rude and disrespectfully. This situation needs to rectified immediately. I require these services not only for my own pleasure, but for work and school as well. If Grande is not going to be able to provide service, they need to let it be known so that I can find someone who can.

Desired Settlement: I expect to be contacted promptly and for this issue to be resolved. I pay for this service, I would like to receive it in a timely fashion.

Business Response:

Grande was not able to complete the installation as we were not able to access the neighbor's backyard to the pole to connect the service.  However, the installation was successfully completed on 8/10/15.

Consumer Response: Complaint: ********

I am rejecting this response because:

The complaint was not solely about the inability to install. I understand the logistucs of why that didn't happen. The issue was the rude and disrespectful service, which the company did not even address in their response. Furthermore, after this complaint was filed Grande attenpted the install a second time and was unsuccessful and I was subjected to extremely rude service once again. The technician stood in my house and was rude and disrespectful to my pregnant wife. This is unacceptable. It was only after I cancelled my service that a decent representative reached out to me and handled the situation. A third installation attempt was made by a different technician and was successful. Again, the fact that the company did not even address this in their response speaks volumes on where they place customer service. 

Regards,
********* *******

Business Response:

Thank you for your voice mail yesterday on the above referenced case.  We are currently still working on this case and hope to provide a response to you by early next week.

 

Thank you,

*****

 

Consumer Response: Better Business Bureau:

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

Regards,

********* *******

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Billed for a service for approx. 4 months that was not being received. DVR on our cable box disappeared and then Grande had trouble fixing it, and couldn't tell us when it "went away".

Desired Settlement: 4 months credit for this DVR service that was not provided. VERY VERY VERY FAIR

Business Response:

Grande spoke to the customer who advised the DVR issue had been resolved.  A $20.00 courtesy credit was issued to the account for the customer's trouble.  We apologize for the inconvenience the customer experienced.



 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I frirst sign-up with grande I informed the representative that I wanted the sports package channels, 250+ channels. He goes to tell me that they had a package with all those channels, but the movie channels are free for first three months and then afterwards they will go away unless I call to keep movie channels. I also added the high def Internet. Now that the NFL season is soon starting and we turned to our NFL channels they are telling us that the package was never added. They are trying to make us pay $9.99 extra, then another representative said $14.00. Furthermore they don't have their self together. I have been dealing with a lot of mis information with this company. they need to be investigated more into how their customer is being treated. I was even told by a rep that most of the customers including me is not aware that we pay our bill a month ahead. I also experienced in paying my bill for $160.62. The very next day they suspended my service because The computer generated that I have to pay $100 deposit. I tried to make them see the common sense into how they handle this of not notifying me the day prior that it was going to happen, When I went to pay the $100 and called back to give conf#. A rep told me that he can get that $100 waive and he apologized because it could of been their new hires that does not know the process of waiving deposits. we were told that the $100 could of been waived, so with that being said we wasted $100 for something that could of been resolved. This company keeps making small mistakes and allowing their customer to suffer.

Desired Settlement: To give me the NFL channels and keep my bill the same of $140.00 a month. They always have something different to say. I might add that we always having connections problems or no signal ever since we sign-up services.

Business Response:


The customer spoke with a supervisor on 8/15/15 and the channels requested were added at a discounted rate and the customer was satisfied.  Grande had not been able to reach the customer regarding this complaint to confirm if she had further concerns.

9/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a student at Texas State University and recently moved from San Marcos; back to my home town of Arlington, Texas; I lived in a townhouse at 117 Cedargrove in San Marcos with a roommate. We had Grande Communications for our cable and internet services. I moved back home in May of 2015; and my roommate stayed in the townhouse through July of 2015. She returned the cable equipment to Grande at the end of July. I received final bill from Grande for unreturned equipment for a total of $523.93; which was broken out to be; $90.00 for "D3 Wireless Modem", $65.00 "M-card" and $400.00 for "Unreturned equipment”. When I called them to dispute this; because my roommate had returned the equipment to the Grande 24hour drop box; I was told that the only thing returned was the Modem which was the $65.00 charge; I have talked with customer service 3 times to try to resolve this issue.

Desired Settlement: I was told once by an agent; that it would have been strange for them not to receive all of the items; because this was of no use to anyone after the service from the home was de-activated. He did confirm that the modem was received on 08/03. I spoke to a lead person; and was told there was nothing they could do; and I would have to pay for all THREE pieces of equipment. I explained again that my roommate did return everything and did not understand why they would not work with me in some way. They said there was nothing they could do; and if I did not pay they would turn it over to a collection agency. When I ask to speak to a manger he refused. And said again there was nothing they could do. I even ask if they could offer a discount of some type and was refused. I understand it is my word against theirs. But I do know for a fact that the equipment was indeed returned. I would like to dispute these charges. I am a college student and do not have that kind of money; I ask if I could pay less and was refused the option

Business Response:

Half of the equipment charges were removed to settle the dispute.  The customer agreed to pay the rest of the charges to clear out the balance.  The account now has a zero balance, and the customer was satisfied.

8/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response:

Grande explained the disputed charges to the customer and applied a goodwill credit of $17.78 to remove the outstanding final charges.  The customer was satisfied with the resolution.

7/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my services April 30, 2015. I typically pre-pay my bills to ensure that my payments are always on-time, which is exactly what I did for this particular month. I was informed that I had over paid my bill and I would be receiving a credit. It is now June, 29, 2015 and I sitll have not received the money that I am owed. I am owed approximately $60. While this may not be a lot of money to some, it is a lot of money to me. I have spoke with customer service representatives time and time again, and have still not received a check. I have received an invoice that says I will be receiving a check, but the check never comes. Every time I call they tell me that I will be receiving my check soon. There is no problem with my mailing address. There is a problem with the company. I am still a paying customer with this business. I am still using their services at my new locations. If I do not pay my bills on time, I am expected to pay a late fee and yet the company feels free to pay me as late as they want, or never. This is absolutely ridiculous.

Desired Settlement: I want the full amount of my credit paid to me as soon as possible, with an additional late fee that coincides with their company policy for late fees applied to customers who do not pay their bills on time.

Business Response:

A refund check in the amount of $66.13 was sent out on June 24, 2015.

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had an issue for 2 years. I pick up phone to make a call or a friend calls and call will not go thru. There have been attempts to find the problem but the technicians have not located the problem. It is like they have no idea. There are occasions when the internet and phone are out together. I am tired of this whole issue. The line outside has been replaced and the signal strength has been tweaked but that doesn't seem to fix the issue. I have had 12 issues since the first of March.

Desired Settlement: I wish for my phone issue to be resolved.

Consumer Response: Better Business Bureau: 

Grande Communications ( 2 techs and the supervisor ) were here today for almost 3 hours. They replaced modem along with some other hardware. They still aren't definitely sure why phone was dropping calls but I am satisfied that they understand there was a definite issue. The supervisor told us to call him directly if we have any more issues. I am not sure if I said this in my complaint but the main reason this issue was worrisome is because I ( **** ) have a pacemaker and every three months need to use the land line to transmit the pacemaker activity.
Thank you for your prompt attention to my issue.          **** and ***** ******

6/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were customers with Grande for 2 years, and we cancelled our service when we moved at the end of March 2015. When we contacted them to cancel our service, they told us that we needed to send the modem we had back to them. We mailed it back in the first week of April, tracked the package through the USPS, and confirmed that it arrived at their office successfully. A month later, we get a call from CPA (Credit Protection Agency), saying that we have a past due account on our final bill (which Grande never sent us) and on our modem (which Grande claims they never received). We paid the final bill, but we refuted the claim on the modem. We called Grande to try to figure out why they are claiming they didn't receive the package. We faxed them the receipt from USPS showing the tracking number. They looked it up, but are claiming that they can't find the modem in their office. They told us that we have to PROVE that it arrived at the correct location, because the USPS tracking site doesn't have the exact address. We have been going round and round with USPS and Grande, trying to get the information they need. All the while, CPA is trying to extort the money out of us by threatening to ruin our credit. Grande won't deal with CPA, and CPA won't deal with Grande. And nobody will deal with the USPS, so we're playing the middle man between all three. I have confirmed with USPS that the package arrived successfully at the correct address, but Grande refuses to accept this. It sounds like they have a tracking/organization problem internally, but are pushing the burden of proof onto us.

Desired Settlement: We want Grande to accept that the package was delivered to them successfully and remove this charge from our account. We want them to close out our account and settle affairs with CPA, so that they stop contacting us.

Business Response:

The modem was located at Grande's Corpus Christi location and the charge had been removed from the account.  A message was left to inform the customer of the credit.  The account is now at a zero balance.

Consumer Response: Better Business Bureau:

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

Regards,

********* **********

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has failed to deliver satisfaction of resolution of cable/HSD service since 4/24/15. Every day up to & including today 5/1/15 we have been told there is a service outage and promised the service outage/area outage has been resolved. This is a habitual excuse throughout the days and now definite resolution or explanation as to why this keeps occurring frequently during the day for extended periods. It seems we are getting brushed off. There has to be a reason why this goes on during periods of the day for a week. I agree with my spouse and feel we should not pay for any service as it is not working & constant several daily interruption or intermittent service. Customer service reps to include technical support are rude, non epathetic, impatient and refuse to completely assist. They also make up or rather brush you off rather than try every single way to assist. I expect this to stop, credit for the constant frequently daily interruptions of service and I expect the CEO Office of the President department to call me personally as I had requested 3 times to examine their policy & procedure and come up with resolution.

Desired Settlement: Refunds, re-examine policy and procedures, corrective action to those employees who gave wrong info and those that failed to assist. I am also requesting full credit for inconvenience and non delivery of services.

Business Response:

The customer's service was out due to emergency maintenance issues.  Grande was working on another issue when a potential service degradation was discovered.  Grande corrected this issue proactively to ensure service reliability which caused the temporary outages. 

Grande attempted to reach the customer on several occasions regarding her complaint, but only received voice mail.  A credit for one full month of service was applied to the account due to the ongoing outages that were experienced.

4/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Grande a head of time before my next bill was due to cancel my activation with them. I moved living locations before new years and they claimed I used it in January. I was charged another bill for febuary and only got half of that back. I was always charged in the middle of the month for the next month. I never got service and then charged. It was always charged then get service. When I called to discus issue. I was told diferent reasons why from different people. Never was I ever told I was going to get charged again after calling to cancel my service with them. First two weeks in January were my last service days and I had already moved houses. Middle of January I was charged again for Febuary and three days later I got back half of what I should have never been charged.

Desired Settlement: I would like my other half back from the last bill I was charged. Which would be $75.28

Business Response:

 
The customer called on 01/09/15 to disconnect services.  A Grande Rep asked when he wanted the disconnect order to take place.  The customer advised he had already moved out of the residence but had been too busy to call to disconnect.  The Rep advised him she could set up disconnect for 01/14/15 and if he returned the equipment before that date, his billing would stop.  The customer asked for the address to the local office and the Rep gave him the address of **** * **** ******* ****, and gave him hours of that local office.  She also advised the customer that there was a drop box outside the office that he could drop the equipment off at.  
 
The customer had a statement mailed out on 12/22/14 for cycle period 12/29l14 - 01/28/15 with a balance of $153.68.  A payment was received on 01/12/15. The customer’s service was disconnected on 01/14/15 and his billing was stopped on 01/14/15 as he did not return the equipment until 01/15/15.  His bill was prorated from 12/29/15 -01/14/15 (17 days) for $75.28, and credits were issued for the difference of $78.40.  This credit balance of $78.40 was refunded to the customer's credit card account on 01/15/15. No further charges were posted to this account after 01/14/15.

Grande attempted to reach the customer on 04/09/15 and spoke with his cousin and left a message requesting a callback.  Another attempt was made to reach the customer today, but was unsuccessful as the customer's voicemail box was not set up.

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

Uriah Sanchez called to cancel membership on 1/9/15 and was still charged on 1/13/15. I wasn't pose to be charged again.I got half of the charge from 1/13/15 back. Not for the month before. Even on the phone nobody told me I was going to get charged again after from calling to cancel my membership. 

Business Response:

The customer was informed the disconnection was set up for 1/15/15, but if the equipment was returned before 1/15/15, the billing would stop on the date the equipment was returned.  However, the equipment was not returned until 1/15/15, and the billing was stopped as of 1/14/15.  The charges were prorated to 1/14/15. No further credit is due.

Consumer Response: Complaint: ********

I am rejecting this response because:

Regards,

***** ******* I was only told that I would be charged for the equipment not bill stopped. I wasn't even using it so why be charged? I didn't see that in fine print. Neither was I told the billing would continue. That was not what I was told. And when I asked why the first time. How come they didn't tell me all this the first time I asked?

4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: recently had modem replaced and lost ability to make outgoing calls, phone uses internet for calls. despite repeated emails to customer service, company refuses to fix problem - says to contact provider even though problem did not occur until modem was replaced.

Desired Settlement: have telephone service restored

Business Response:

On March 16, 2015, the customer had a service call to resolve intermittent connectivity issues.  We swapped out his modem for a new modem and added a splitter which resolved the intermittent issues when the tech was at the customer’s residence.  After the modem was swapped, the customer stated that he is no longer able to make outbound calls with his VOIP phone service which is through another company.   We informed the customer that his connection levels were within specification and his modem was online and able to browse the internet.  We suggested that the customer contact his VOIP phone provider to troubleshoot his outgoing call issue.  The customer was persistent that Grande sent a service technician to his residence and troubleshoot the issue.  We did send a technician out on March 31st to troubleshoot some signal issues. The Technician did not touch the VOIP phone since we do not support products from another provider.

We spoke to the customer on April 6, 2015 who stated the outbound call issue was resolved through a support call with the VOIP phone provider.   Grande has offered to waive the $20 technician trip charge and provide an additional $35 credit which is equivalent to 1-month of service for the time the customer spent without phone service and time between the issue starting and the resolution.  The customer accepted this as a resolution for this complaint.

Consumer Response: Better Business Bureau:

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

Regards,

**** *******

3/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i had internet through grande and had to move suddenly. i called them on october 15th and cancelled my service. I gave the operator my current address and phone number and was told my bill would be sent to me along with instructions on mailing the equipment back. on november 14th i received an email stating my account was disconnected and i sent a reply via email stating it had been disconnected a month ago and was awaiting my fina bill. In december i received a notice saying my account would go into collections if i didnt pay an amount including charges for the month after i cancelled, a charge for equipment, and a $20 processing fee. I responded with a letter disputing the charges tracking information shows the letter was recieved on january 26. Instead of getting any response my account was put into collections and now appears on my credit report. I have copies of the email and letter if needed

Desired Settlement: i need the charges after my october cancellation date, the equipment fees, and the other collection fees taken off my bill. I am happy to return the equipment and pay the remainder of what i owe. I need the information on where to ship the equipment back and what information i need to provide. Also most importantly this needs to be removed as a bad mark on my credit and taken out of collection. I have tried communication through 3 different mediums and grande has my current address and phone number on file.

Business Response:

Grande called the customer regarding his inquiry.  Customer states he has never gotten a final bill, and does not have address to return modem.  Went over call details with customer from 10/22/14, of the customer calling regarding disconnection of his account. "Grande advised customer he was already disconnected due to non payment and he just needed to return equipment.  Customer states he moved earlier in the month but never called us to disconnect so he accepts additional charges thru 10/22.  Grande advised the customer he just needed to return the modem.  Grande advised that account disconnected on 10/22 and final balance due is $122.06 but once payment is made it will be less than that due to proration.  Customer understood and asked how to return the modem.  Grande advised he can return the modem to the local office in Austin. Customer advised he would not be back to Austin until November.  Grande advised he would want to return it and offered address to mail the modem. Customer states he will be going to Austin on Friday and will return the modem then.  Grande gave customer the address for local office.  Grande advised customer if he wanted he could also pay the bill at that time and as long as he makes it within the next 30 days he will not be sent to collections.  Customer said he understood." 

Customer is not disputing final balance due on account but is disputing CPA fee and account being reported to his credit report.  Explained to customer once balance is paid and equipment is returned, the CPA fee will be waived as a courtesy.  Customer states he is not willing to return equipment or pay final balance until we supply him with a Pay to Delete Letter as he does not feel we will remove it from his credit report once he pays and send back equipment.  Explained to customer he was advised by Grande that he had 30 days to pay balance or it would be sent to collections, and that we can send a request to see if Back Office will remove account from credit report, but the account cannot be reviewed until account has been cleared.  Customer again stated he will not pay until he receives a letter show guarantying that we will remove the account from his credit report.  Told customer Grande cannot provide him with this type of letter but will send request to Back Office to see what we can do.  

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was overcharged for reinstatement of my account this January and also last July. When I called an complained they raised the price repeatedly. I actually don't have an account with Grande as they have suspended my ability to login to their system therefore I cannot use extended services. Here is my correspondence: 12/26/2014 Thank you for your message. A representative from the Grande Customer Care team will be in touch with you shortly. Name: ****** ******* Email: *************@hotmail.com Address: *** *** ** #**** City: ****** State: TX Zip: ***** Phone: ********** Account: Subject: Billing Comments: Over charged....I was just charged $290+ to restart my cable. With a monthly bill at 169.00.... I would like the $50 mo package instead As It Was Never offered. My bill was raised from 224.00 last Saturday to Free on Monday to $224.00 again on Tuesday to $270 at 6pm and at 7pm tonite it was 290+ dollars. I asked for a detailed receipt and got a blank one. I would like an immediate call on Monday. 1/07/2015 Thank you for your message. A representative from the Grande Customer Care team will be in touch with you shortly. Name: ****** ******* Email: *************@hotmail.com Address: *** *** **. #**** City: ****** State: TX Zip: ***** Phone: ###-###-#### Account: Subject: Billing Comments: I sent this a week ago: Comments: Over charged....I was just charged $290+ to restart my cable. With a monthly bill at 169.00.... I would like the $50 mo package instead As It Was Never offered. My bill was raised from 224.00 last Saturday to Free on Monday to $224.00 again on Tuesday to $270 at 6pm and at 7pm tonite it was 290+ dollars. I asked for a detailed receipt and got a blank one. I would like an immediate call on Monday. I called and was sent yet another blank receipt for services without itemization. When I asked for the $50/mo bundle I was refused and the customer service agent would not discuss it. Again I was told a completely different story as to why my bill to turn on my cable kept changing. I advised your agent that by continuously changing the amount and reasoning of my bill and submittihng blank receipts this in fact was criminal activity defined as 'rackateering'. I am going to forward my complaint to the FBI and to the Better Business Bureau. I keep getting blank reciepts with no itemization of charges. In July of last year they refused to give me the same package and upgraded my account keeping the rate at $120/mo instead of $70/mo that it should have been. I feel completely robbed.

Desired Settlement: Would like a partial refund back to July of last year for services that we are not able to use. Would like a refund of overcharges for services Would like a refund of overcharges for reinstatement on July and December.

Business Response:

On 1/30/15 Grande attempted to contact the customer to review the complaint and proposed resolution.  The customer claims that our notes and conversations from 12/26 did not go the way that we have outlined.  The customer continues to claim that we raised the restart fee from $224 to $270.   We did not get a chance to review the proposed resolution with her.  The customer stated that she has already contacted the FBI and then demanded to be put on a $59.99 package and ‘fix her account’.  Unfortunately, she disconnected the call before we could pursue what specifically she wanted with her TV/Internet package.  We will continue to make attempts to contact the customer in an effort to resolve her issues.

Consumer Response: Complaint: ********

I am rejecting this response because:

The company quoted inaccurate phone records and stated them as fact.
They kept insisting I was only charged $270 for reconnect but when I asked for them to check the actual charge they came back and said it was $295.00 and that they wanted to 'double check me'.

No resolution was given and I asked again. To be switched to the $50/mo plan and again they have misquoted and nor have they complied with the request and issued a refund for their excessive billing  and yes it is defined as racketeering by federal law.

Regards,

****** *******

Business Response:

Grande made four attempts to reach the customer via phone to discuss her billing and her wish to switch to another service plan.  There were no answer and no answering machines or voice mail was available.  A letter was sent to the customer on 2/11/15 detailing her charges and fees as well as a number where she can call to go over her charges and any changes she may wish on her plan.

Consumer Response: Complaint: ********

I am rejecting this response because:

I spoke with Grande last week before they sent this and they had scheduled to change my service to a lower one.
It was not the lowest available nor the one that I requested. Instead of the $59.00/mo they had switched me to a $90.00/mo package.
I once again verbally requested the $59.00/mo package and credit back to December for service.

Regards,

****** *******

Business Response:


We were able to make contact with the customer and were able to find the right package to fit the customer’s needs. We made the change to her package and resolved an additional technical issue with our FlexScreen product. We also provided 1-month of credit to the account and the customer was satisfied with the outcome.

2/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were customers of Grande for 2 years and they auto-drafted our account each month for service. Before we moved in in 2014 we called to cancel service according to their terms and we paid a full month of service even though they only provided a few days into the last month due to cancellation. After our equipment had been turned in they insisted we had a modem at our house that they never delivered to us or we actually had. After 2 months of arguing they finally contacted their install people and seem to have resolved that issue. We were then issued a bill for service a FULL MONTH after we had canceled for service and after many calls I thought this had finally been resolved also. Fast forward to a year later they have now illegally submitted us to a junk debt buyer (CPA - Credit Protection Association) and this JDB has put negative information on our credit and so has Grande. We never purchased anything via credit with Grande so they never had legal rights to report on our credit to begin with. \r\n\r\nI contacted Grande on 02/12/2015 to try and get this resolved, but they refuse to deal with the debt at this point. Even though it is a debt we do not owe I offered to pay for it minus the erroneous fees that CPA has applied to it and they refused to remove the fees. The debt is not owed and they are extorting us via our credit report to try and force us to pay money they are not due. Grande and CPA have illegally reported a fraudulent debt to my credit report and I want it removed and for Grande to fix the problem they have created illegally.

Desired Settlement: At this time Grande should remove all collections and remove all remarks from my credit report due to their mistake in billing.

Business Response:

Grande spoke to the customer and advised him that his equipment was returned on 3/4/14, but he was billed through 3/11/14.  A credit of $11.01 was applied to correct the overbilling bringing his final balance to $46.64 which he was responsible for.  The customer made a credit card payment for $46.64 and the collections (Credit Protection Association) fee was waived. Grande advised the customer that they will send a request to have the account removed from his credit report, but there is no guarantee.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find as long as all remarks are removed from my credit report since they should not have been put on I am satisfied.

Regards,

********** *****

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Thursday January 15th I had Grande come to my home to install internet services. Today is 1/20/15 and after 5 days I still do not having working internet service. I have missed two days of work to meet with technicians and have spent literally hours on the phone trying to have the matter resolved. I am being billed for a service that is not working. I have been told by every technician who comes to the home that there is no problem with anything inside the home. Grande still continues to insist on sending technicians into the home which has accomplished nothing. Their answer again tonight was to send another technician to the home on Saturday of this week.

Desired Settlement: I want to receive the correctly functioning internet service that I signed up for which I still have not received. Additionally I want to be refunded for the first month of service as there as has been no service and additionally I have had to miss work and spend valuable time on the phone each evening trying to get Grande to resolve the matter.

Business Response:

Grande is working with the customer to resolve the service issue.  A Grande Field Tech Supervisor was able to reach the customer on 1/27/15 and scheduled an appointment to meet on Monday, 2/2/15 at 5:45 pm, (the first available time the customer could meet) to troubleshoot the problem from inside the customer's home. 

Consumer Response: Complaint: ********

I am rejecting this response because: Grande sent a tech to the home.  He was kind and polite but after several hours the issue is still unresolved.  When the technician left the service functioned properly for about and hour and then began to fail again.  The tech had reported to me that the equipment provided by Grande was not responding in a correct functioning manner as it should.  He reported he would need to return on 2/3/15.  The matter is still unresolved and I am unsatisfied.  I am paying for Netflix and Microsoft services which I am unable to use as a result of non functioning internet service.  I have been charged for internet service that does not function properly.  I want to be refunded all charges from Grande until they can provide me with reasonably good functioning internet services which they have failed to provide thus far.

Regards,

**** *******

Business Response:

On February 4, 2014, we were informed by the customer that their internet slowed down as they were streaming videos.  The customer is using their own router and using our WiFi Analyzer, we showed the customer that there are many other wireless networks in his apartment complex that can potentially interfere with his own personal network.  Since the customer has our 15 Mbps package, we upgraded the customer to 50 Mbps for free for the next year and also added WiFi to his account at no additional cost.  The customer was told to notify us if there have been any problems with the new speeds and service by Monday, February 9, 2015 and we have not heard back to which we assume that he is satisfied with the resolution.  Through all of our tests on the customer’s modem, we haven’t found any signal loss and when the computer is connected directly to the modem, the customer receives the speeds that the modem is provisioned for.   The main issue was the personal wifi network that the customer had setup in addition to not having the appropriate speed package for what the customer was using the internet for.  We believe that this issue is now resolved.

Consumer Response: Better Business Bureau:

Grande has provided an upgrade to their service which has allowed for improvement. They have stated that they will only charge the lower cost to us but will provide the higher grade service.  They have agreed to provide the above service and rate agreement for a period of 12 months.  So as long as they are willing to uphold this agreement for the full term we can consider this case closed.  Should they default on their agreement, I would need to open another compliant.  I am optimistic they will honor their terms for the next 12 months.

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


Regards,

**** *******

2/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For three months I had daily internet technical problems relating to outages, drop offs, and 90%+ degraded speeds, all of which were readily admitted by Grande technicians to be a problem on their side within their network. I worked patiently, as a long time customer, with Grande to resolve this issue, constantly being promised that I would not be paying for any service while this problem persists. This included replacing modems & buying all new routers before they admitted a problem on their side. They initially made a credit on my account as the problem was trying to be resolved, again continuing to promise that a credit would be made as long as the problems continued to persist. However, after nearly two more months of daily internet outages and 90%+ degraded speeds based on what I was supposed to be receiving, I had no choice but to end my service with Grande. This is after numerous tech calls, supervisors talks, and on site technician diagnosis, requiring many hours and hours of my time to reasonably work with Grande to solve a problem they readily admitted to being their responsibility. Since changing ISPs I have had zero problems compared to the daily and far too numerous problems I experienced over the three month period with Grande. Once again, I was promised a credit on my account for the technical problems over that time period, which never happened. Much to my surprise, after being out of town for a month, I returned to a collections letter stating I owed Grande money.

Desired Settlement: I simply ask that Grande credit my account for the money they claim is owed and was sent to collections. This debt is not valid and should not have been claimed to be owed after I received promises to have my account credited and after they provided services that did not work.

Business Response:

The customer had internet connectivity issues throughout August and September, and we weren't able to successfully diagnose the problem locally.  The modem was swapped out on September 4, 2014, but the customer still experienced intermittent connectivity issues.  Unfortunately, the issue was not resolved before the customer disconnected his account.  Under standard practice, the account would be credited once the issue was resolved, but it was not in this instance as the issue was not resolved.  As a resolution for this complaint, a credit of $101.80 was credited to the account to bring the balance to zero.

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for service with Grande Communications about a year ago understanding i was getting a promotional plan. I was supposed to get up to 5 cable boxes hooked up in the same deal. When the installer came over i was at work only my wife was home. The guy didnt feel like hooking up the upstairs, needless to say he only hooked up one box downstairs. I called Grande and they told me i would have to pay for the others so i left it alone for a while ....I went to pay my bill at the office today and inquired why i had another past due amount and the lady eventually got kind of rude. A few seconds passed and another lady also came to the counter and started insuateing that i was talking bad about her employees. To make a long story a little shorter i am unhappy with Grande's service and would like to be reimbursed or have my upstairs cable boxes installed, thanks and sorry about the long story, kinda new at this

Desired Settlement: I would like my renaining 3 cable boxes to be installed with no hassle.

Business Response:

Grande spoke to the customer on 1/19/15 to advise that the recordings made when he set up his service as well as when he changed his package indicate that neither representative told him the package would come with five receivers.  To settle the dispute, Grande will set up an order to bring out additional TiVos for $5.99 each and would waive the installation fee of $20.00 if the customer is in agreement. 

The customer also disputed that the techncians did not set up the cable in his upstairs bedroom stating they would have to run new cables.  If new cables need to be run, then additional fees would be charged.  The customer stated he would make a decision and will call back.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved and the only cable service was Grande. After calling them I was set up for a next day install. About 2:30 the technician arrived and began the install. I observed him changing boxes. After 5 hours I walked into my son's bedroom and he was sitting on the floor talking to my son's girlfriend and tapping on the fish aquarium. I told to get off his but and do his job. After more exchanging he finally said that he could not get the box in the master bedroom to work so he installed a temporary box so I could watch television. He then very quickly left before I could stop him to do a final check but I could not catch him. I then proceeded to check the televisions and found the main television not working Upon inspection I found that he had just stuck the cable into the wall and did not connect it. My granddaughter walked up to me with a coaxial jumper she was attempting to put it in her mouth. I took it from her and found the center wire was extending on both ends which would have cut her. I noticed that the technician left all the cables and splitters hanging out of the wall.(improper installation. After several attempts to get a supervisor I was given a date of 12/1. On 12/1 I had a supervisor, A quality assurance person and a technician. They repaired the wires on the wall but after several attempts they to could not get the box to work. I was told to leave it connected and when TIVO did an overnight refresh I was assured the issue would be fixed. I awoke on 12/2 I found the same issue had not corrected. I have no choice in cable service and I have been disabled for several years and watching Television is my only entertainment but they don't care. When you call their tech support they promise to call you back and not one has ever called me back to let me know what was going on.

Desired Settlement: Since I have no choice I need the to send out a competent person to fix my issue. I am tired of promises and not having my cable to work.

Business Response: Grande contacted the customer to inform him that the issue was still being researched.  Grande is actively engaging its TiVo manufacturer and internal sources to resolve the issue.  Grande apologizes for the inconvenience that the customer is experiencing as it works towards a resolution.

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande Communications continues to provide inferior services and uses a busy signal when dialing their customer service number so as to not have to speak with customers. Customers need to be reimbursed for time when service is not provided and they should stop making deals with apartment complexes resulting in tenants not able to choose their own providers when their service continues to be inferior.

Desired Settlement: Reimbursement.

Business Response: Grande attempted to reach the customer via phone on numerous occasions, but was unsuccessful.  Grande was finally able to reach the customer via e-mail, and will be working with her to resolve her service issues.

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grande communications will not remove their hardware and power lines running from the street to my home.

Desired Settlement: For them to remove their hardware from my home.

Business Response: The equipment and wire were removed on 11/11/14.  The customer confirmed that she was satisfied with the results.

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

10/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On the 3rd of September I called to put my account on seasonal stand by for a period of two months starting at the end of my billing cycle on te 21st. On the 22nd I called to cancel my wireless internet and to turn back on the cable. The employee I spoke to said that they had just put the account on standby on this same day and there was nothing she could do and I would have to call back the next day in 24 hours to change anything. I took no action. I did not call back and request any changes. My account stayed on standby. I received NO cable service during this time. My box would not work at all and since we work a lot we didn't really care. I pay my bill one month in advance and since I was on standby and wasn't going to use the services I only paid a portion of the upcoming months bill. At this point I would have only owed about $42 of services I haven't yet received. On October 18th I decided to call an pay the remaining $42 so that by the time the seasonal standby was up I would be paid in full for my next month only to find that I am being charged for another months service. I called customer service and they informed me that my cable was in fact turned on. I explained that when I called to turn it back on the employee informed me that there was absolutely nothing she could do. I even asked her several times and she reinforced that I would have to call a minimum of 24 hours before any action could be taken. i also stated that my cable to this day still does not work and my cable box is NOT working and has not since I put the account on standby. She informed me that my cable was hooked back up on the 22nd and I must be having technical difficulties. I asked to speak to a manager because I had been receiving absolutely no service during this time. The manager informed me that my service was on and he could transfer me to technical department. the point is that I was told that my services would not be turned back on and they were not. I received absolutely no cable service through this cable box while my account was on standby but yet I am being billed for them and being told that a technical difficulty is to blame.

Desired Settlement: I ask for Grande to decide on an outcome that suits both the provider and the customer. If in fact my services were turned back on after I was told no action could be taken and the reason I am still without service is due to technical difficulties I would like to be treated fairly as I did not receive any service and have paid $60 for services I did not receive and being billed for an additional $43.

Business Response: A review of the call made by the customer to Grande confirmed that he called to remove the standby and to disconnect the internet service, The standby was removed, but the internet representative advised the customer to call back the next day to set up the disconnection, and the customer understood.  There is no record that the customer called in to disconnect the internet service nor inform us of any cable issues.  Given these findings, the customer was offered a courtesy credit of $48.33 to meet him half way as Grande was not notified of nor given the opportunity to fix the technicial issues.  The customer accepted the offer of credit.





Consumer Response: Complaint: ********

I am rejecting this response because:  I called to remove the cable from standby and she said that this was the first day it had been on standby and I would have to call back before ANYTHING could be done including the account being taken of seasonal standby. Grande is trying to justify STEALING my money as a technical difficulty and does not want to accept the responsibility of their employees telling their custom.  I accepted a partial credit and it seems like they only want to admit to being $48 in the wrong instead of the whole amount.  Grande has still taken $60 of my mkney for services I never received. 
Regards,

******* *****

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since being forced to get Grande service at this location I have not received what I was promised. Not only did Grande fail in every way, they continue to. This started in June when I was to port a number over to a new address. Since Grande has a "legal" monopoly I was forced to get their service. I knew it was going to be bad when they failed to bother porting a number and failed to inform me at all about this issue. I work from home and Grande knew this. I needed the same number ported and grande knew this. Why they decided to not tell me they couldn't port the number is beyond me. I had to call the day before I got service to find out they dropped the ball and I hate to wait longer to even get service because of this. Now, ever since getting the service I have had packet loss issues and bad latency. It's so terrible they make Time Warner Cable look like saints. When I first called up, they came out to "fix" the issue (which they blamed on being in my home when my entire building was down.) Grande's professionalism includes not giving a crap about downtime, blaming customers for issues that is actually their equipment, and leaving hard equipment completely open and vulnerable to the elements. The first day they came to "fix" this issue they left the top of the hub outside off. We called them after the tech left to let them know that the sprinklers come on around 3am and they absolutely NEED someone to come out to put the top back on. I was told to turn the sprinklers off. When I said this was an apartment complex I was told they would be back out. They never came back out and my internet dropped at 3am when the sprinklers came on and was out the rest of the morning until Grande decided it was worth their time to fix it. So currently I keep getting packet loss and disconnects multiple times a day. I have replaced the router I bought with grande's because I was told to and it fixed nothing. So now I have the luxury of paying more for the same terrible service I have gotten since the beginning. I was told today that if this does not get resolved I will need to move out of my apartment or find another ISP. Since Grande forces all of us into their service, and I have a lease I can not get out of, I basically just moved to an area that will force me to lose my job and I will not have another way to pay my rent. Thanks Grande. I need that stress in my life on top of the constant downtime I have to take. Getting business class is not an option, the same exact hub is used and I can not deal with the disconnects regardless if you "come out to fix it" now or in a day. Not to mention that telecommunication was ruled to be a residential service in the 1990's. Being told to pay more for the same level of terrible internet is a horrible way to attempt to extort more money from me, and not at all an attempt to fix the issues outside. The issue is your equipment and it needs to be fixed. I think the cherry on top to this is I get told too bad when I ask about any credits to my account. Time Warner, as terrible as they are, would NEVER have done that to me. They ALWAYS credited their downtime and then some. Grande does not want to take responsibility for this issue they have caused.

Desired Settlement: I want Grande to spend their money to fix their hardware that they are not maintaining enough. I want a working internet service that has consistent speeds. I want to be able to use a phone that actually works when their internet goes down. Since this happens so often, I am left without a phone. I think at this point that Grande should honor my requests for credits as I have not had one day of reliable service yet and I think that the company should be ashamed that I have had to spend so much of my own time and money to attempt to make Grande accountable for this service I am being provided. I do not think this is much to ask, as I was told by many grande representatives that I will love this service and it has turned into a nightmare that may end up with me having no place to live. I regret ever moving to this location and I regret this service entirely. I just want it fixed ASAP. Not whenever Grande decides I am worth bothering with, which may be never.

Business Response: The original install order was set up by an outside sales rep. The rep initially didn’t get all the information required to bring over the phone number from AT&T. The customer called in to Customer Service to confirm his order and the rep advised him that his port was rejected by AT&T because there was information missing. Once this was addressed, the port order was rejected again because the customer had a pending disconnect order with AT&T. The customer eventually took a Grande number instead of porting his AT&T number to establish phone service.

The customer was contacted regarding his service issues and he stated that he believed he found the issue and stated it didn't appear to be a Grande problem.  The customer stated that if he had any additional questions, he would call.

10/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were sent to collections for a bill we never received and less than 30 days after we cancelled services with Grande. They also claimed we never returned their wireless router. We did not have a router and the person that was sent to pick up our cable box and modem tried to take my husbands wireless router that he purchased years before at Best Buy. We never received a receipt for the items he picked up and then we were charged $35.00 for a router that we did not have or need since we bought our own.

Desired Settlement: We would like a refund of the $35.00, a copy of our final bill mailed to us and a receipt for the items that were returned.

Business Response: The router has since been marked as "purchased" and the charges have been removed.  The account is paid in full.  Grande apologizes for the error.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 23rd, went to **** ** *** **. Austin, Texas to pick up cable boxes that were need to restore channels that Grande Communications took away. The individual at that location state that installation of the boxes was easy and instructions were provided. Not the case. Was unable to get cable to work after installing boxes. Contacted technical support they were unable to help me. Was transfered to customer services to try and schedule appointment for technician to come to my home. Both the individual that I spoke with and a supervisor tried to schedule an appointment for Wednesday, August 27th. Repeatedly told both of them that was not a good day. Finally got an appointment for Saturday, August 30th between 8:00 am and 12:00 pm. On the 30th, the technician did not show up. When I returned home on Friday, August 29th, I had a message from Grande Comm that I had missed my appointment for August 27th and to call and reschedule. I never made that appointment. After multiple calls to the technical support area to find out what happened, I was first told the technician had been to my apartment and that he had knocked on the door and no one answered. That didn't happen. Then I was told that dispatch had canceled my appointment because the technician who had come to my house on the 27th had shown the problem had been resolved so dispatch took it upon themselves to cancel the appointment without making contact with me. I demanded that they honor my appointment for Saturday, August 30th but they wouldn't. I now have an appointment scheduled for Friday, September 5th between 8:00 am and 9:00 pm which is inconvenient for me but is the only appointment they have. The incompetency of Grande Communication employees is reprehensible.

Desired Settlement: Remedial training of all employees that handle their customers to make them understand that it's all about customer service. To give better instructions on how to attach the cable boxes.

Business Response: An error was made in the scheduling of the customer's appointment. Grande could not honor the customer's request for an appointment for August 30 as there were no availability.  The customer was scheduled for September 5 when the equipment was connected.  We apologize for the customer's inconvenience.

Consumer Response: Complaint: ********

I am rejecting this response because:  None of the issues have been addressed.  I had an appointment for August 30th that was cancel by Grande Communications.  I did not cancel that appointment.  Obviously they did not read my complaint.  I want to know why my appointment was canceled without my permission and why was there an appointment scheduled for August 27th that I did approve or want.

Regards,

***** *****

Business Response: The customer ??originally called in because she was having some trouble hooking up her receivers she picked up in the local office and requested someone come out and hook them up for her. The representative set up an order and told her the next available date would be 8/27 and she requested a supervisor. The customer spoke with a supervisor who told her we would send a tech out on 8/30.  Somehow, the order didn’t get rescheduled and Grande sent a tech on 8/27. The customer was upset and requested we honor the date of 8/30 but we didn’t have any availability. Another order was set up for 9/5, and this is when the receiver was connected.

Consumer Response: Complaint: ********

I am rejecting this response because: They have not responded to my complaint that I mailed to them in writing and by this venue. None of the issues have been addressed.
.
Regards,

***** *****

7/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was out of country from 12 June to 30 June. I lived in 2005 Willow creek drive for 1 year. Before leaving the apartment, I was to turn on the modem and pay the dues. I called Grande communication and paid all the dues. They asked me to turn the modem and cables to apartment office. I turn on the modem to the office on 3/29/2014. Also, I contact them about the modem and gave my new apt address to them. Today, I got a mail from collection agency about the money. This includes remaining service dues, model charge and collection fees. I called Grande communication and told them that there was no charge left when I called them last time in March. Also, they told me that they send the mail to the wrong address. This was an mistake from Grande communication. There are three things which are mishandles very poorly and this was to handles with care before sending it to collection agency. There business practices are unethical and there business cannot survive longer. 1. They should have told me the money left when I called them in March. They didn't told me service balance when I called them. 2. I turn on the modem equipment as per Grande customer care to apartment's office in March. I informed them on phone. However, they failed to take it from office. 3. They send the initial mail to wrong apartment address (apt **** instead of apt ****). I gave the right address when I called last time.

Desired Settlement: They should have to change there business practices because customer has to bear all the pain. The customer care mishandles the whole thing and now I have to go through this whole mess. I will be glad if BBB can handler this issues.

Business Response: The customer paid his final balance on 7/3/14.  The equipment was picked up from the apartment's office on 7/9/14.  A Grande agent spoke to the customer on 7/10/14 to advise that the equipment was picked up and the account reflected a zero ending balance.  A letter confirming the account zero balance will be sent to the customer.

6/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Perhaps this is standard operating procedure for many telecommunications companies, but Grande continues to increase my bill every year without warning. I see this as a misuse of the customer's trust. Loyal customers who pay on time should not be penalized for their trust in the business. What is the reason for these increases? No reason has been given to me except, "That's the way it is." When I asked if I could sign up for the current rates being offered, I was told current customers are ineligible. Those prices are only for new customers. This seems to me to be arbitrary price gouging where the longer you are a customer, the more you have to pay. Internet speeds are increasing. It's easier and cheaper to deliver faster internet at lower prices, yet Grande is increasing my rates. Typically, when someone pays more money for something, they expect something more in return. Now, I'm using the same equipment I used when I opened my account with Grande, which is now "old" equipment, and I'm paying almost as much as the next service level without any additional services. Where is Grande's appreciation for me as a customer? When they say, "We're here for you," what they really mean is, "We're here for you at first, but we'll happily take advantage of you if you stick around long enough."

Desired Settlement: I would like to pay what I originally paid for services. I don't care if the fine print warned me of this. It's an abusive business practice.

Business Response: The customer's ratse were increased due to the expiration of a promotion causing the charges to revert to regular rates.  Another 12-month promotion was added to the account to reduce the customer's charges.  This promotion will again expire in a year and, at that time, the rates will increase without notification.

Consumer Response: Better Business Bureau:

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

Regards,

****** ********

5/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have made several phone calls to try and get our services fixed due to install work/trouble calls not being done properly. I feel the small credit on our account is not sufficient for the amout of time & aggreviation we went thru. On several occasions we both became fustrated by tech support calls & hung up due to non resolution of help. There were 3 seperate tech calls made which tried to remedy the situation. I don't feel that we should have to pay for services we did not receive. In some phone calls it was insinuated by CSR/Tech Support staff that it was our fault no one home etc. I strongly feel that an entire month of credit should be given due to 3 seperate tech visits of which the last one resulted in another tech showing up pointing out to tech (****) that he was not doing the job correctly & 2 technicians seemed to disagree.

Desired Settlement: I want the repair to only be done by 1 certain technician which I will provide. Also requesting a face to face meeting with San Marcos Director to address the poor customer services. I am further requesting an entire month of credit due to all the notations/truck rolls & poor service we have received. I further an requesting to speak with a Technincian Manager as well.

Business Response: The customer called into our technical support center 4 times from April 9th  through April 15th.  The customer disconnected twice while we tried to resolve the issue or schedule a technician to go to their residence to troubleshoot.  We have since been in contact with the customer and have scheduled a technician to arrive at the customer’s residence on May 17th, with the specified technician as the customer requested as part of this complaint, and will be accompanied by a Field Operations Supervisor.  To date, we have issued a total $109.51 in credit.  The customer’s technical issues were specific to their cable service and the customer pays $112.91 (before taxes and fees).  The technical issues the customer was experiencing was from April 9 through April 17 which is 30% of the month and we credited close to 96% of the customer’s monthly cable charges as a good faith credit.  The Director, Customer Care has left a voicemail message for the customer to discuss their overall experience.

5/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I heard multiple long attempts with the door bell...and as a reasonable person I assumed that some one was under duress...So as quick as I could I rushed to the door to answer...I looked through the privacy hole and no one was there...excited about the state of the person (could be laying bleeding) and living in a dangerous part of town I opened to assist if the person had fallen to the floor...As I opened the door I noticed a pamphlet/ flyer...didn't look to see the advertisement and looked and no one was in duress....I then saw a man with a muscular build leaving the front of my home on the street and headed down the road...I asked that he not solicit and take the address off the advertising list...I do not like aggressive sales techniques...I reached as far as I could to maintain a good amount of space ( he had a menacing look and was walking combatively towards me---as to intimidate me.) to return his advertisement and as I did that he grabbed my hand pressed very firmly and pulled the paper ---like ringing my hand out to grab the advertisement... He assaulted me then mockingly asked with a smirk on his face " are you okay" ...fearing the worst I made sure my children were still safe and returned outside to capture photographs of this person. His name was ***** *****...When I managed to gather the camera or recording device he had moved down two houses down and began pointing and laughing at my household...I can only assume he was boasting..Crime is constant in this area so it is not hard to find someone willing to help with his boasting behavior. To intimidate me further he stayed with that person continuously pointing and laughing. I was in fear of my life and stayed close to my door to make sure he left the area---he stayed continuing his conversation with the other person looking in my direction for at least 5-10 minutes---If he could assault me I was wondering if he was going to return to damage the property...my children are inside my home. I was and am still in fear of our lives...I called the human resource department and they were not willing to take my phone call to file a compliant against the person who assaulted me. I was given the run around, basically not given an opportunity to file a complaint against this person...Now I have soreness in my hand fear retaliation from grande communications...

Desired Settlement: Reparations for the assault...I would also like confirmation that I will not be retaliated by them or anyone acting on their behalf---in writing!

Business Response: On 4/21 at approximately 1:59 pm a voice mail message was left on our HR Assistant’s voicemail by the complainant wanting to file a complaint against one of our employees, ***** *****, who had left a flyer on her door.  She indicated that when she walked out her door to give him back the flyer he grabbed her hand.  She said that he assaults women and she is afraid for her children. 
 
At approximately 2:49pm that same day, a Grande HR Manager called the complainant and got her voice mail indicating that voice mail messages would not be answered and to text a number if needing contact.  At approximately 3:05pm that same day, a text message was sent to the complainant requesting to speak with her.  At approximately 3:28pm, the complainant responded by stating she feared retaliation, and decided to work with the BBB.

Grande does not have an employee by the name of ***** ***** in the San Antonio area, however Grande takes these kinds of complaints very seriously and has investigated the complainant’s allegations based on the information she left in the voice mail and the BBB complaint.  We were unable to verify the allegations and were unable to obtain further information without proper contact with the complainant.

Consumer Response: Complaint: ********

I am rejecting this response because:

I am now seeing a Grande Communications Van driving past my home...I work in my yard...I feel as though this stalking behavior is a threat...I don't know why the representative would give me a wrong name...but I can tell you that  person would have to go through a lot of trouble to place Grande on their van not to mention expensive...why would some one do that??? They are also still pushing the hard sales...I have received sooo much advertisements its seems harassing since I have moved here from Grande...I got another one just the other day!!! After I filed this complaint....More of their hard sales techniques ...Now they are intimidating me and my children by driving back and forth in front of my house that is not "sales".  I believe they are denying any wrong doing and etc for the fear of a law suit but the fact of the matter is I care more about the health and psychological safety of my children and myself...Horrible to deny-- and horrible to begin taunting us in their van...I am weary of going out front without looking out the door for a while...I am not interested in a lawsuit!!! This is a type of criminal mischief and I guess I will have to install surveillance cameras and carry around cameras to record their behavior.

Regards,

****** ******

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been experiencing issues with Grande Communications since September, 2013. I have had 7 visits from technicians, but they have failed to fix the problem. I have also called their telephone tech support agents to no avail. I know for a fact that there are other subscribers in my neighborhood who are experiencing the same unreliable service. Grande has yet to resolve the issue. I believe that it is my responsibility at this time to report Grande Communications for their improper business practices. They fail to provide the service for which their subscribers are charged, and are thus defrauding myself and my neighbors.

Desired Settlement: I believe that I am entitled to a refund of the charges I incurred since my internet problems first started in September, 2013. I have lost a significant amount of time and energy attempting to resolve my service issues. I have paid for reliable internet service, but I have not received it.

Business Response: Grande was out to the customer's home in September 2013 to find the customer replaced Grande's coaxial cables with her own.  The customer's coax were removed and replaced with Grande's coax to fix the issues.  Grande was out again in January 2014, but found no problems.  Grande checked the modem levels in March 2014, but all looked to be within specifications at that time, and saw no loss to the modem.  A Grande Tech Support spoke to the customer on 3/7/14 regarding the service.  The customer stated that her ping time and latency had improved. 

Although no problems were found in January and March 2014, Grande experienced some issues in the area which could have caused intermittent service issues.  A credit for one month of service was applied to the customer's account for the possible problems.

Consumer Response: Complaint: *******

I am rejecting this response because: although my internet connection has improved slightly, I am still experiencing a significant amount of instability and packet loss. I had a new modem/router combo installed at my home, but still struggle to maintain a solid connection to the internet. I have forwarded ping test and trace route results to the *********** at the tech support department, but they have been unable to identify or correct the problem. 

Regards, ***** ******

Business Response: Grande has continued to work with the customer for the past several days.  The customer is still reporting intermittent packet loss and issues with her personal VOIP system over the wireless connection.  Upon a detailed investigation, Grande found several devices utilizing her wireless network.  Grande also saw that various issues with frequency conflicts were present and contributing to the intermittent packet loss.  As part of the troubleshooting, Grande moved the customer’s router to channel 8 which is a frequency seldom used.  Due to these variables that are outside of Grande’s controllable environment, it has been very difficult to isolate trouble at the customer’s premise.  All modem levels have been stable and within specifications and Grande is not seeing any packet loss to Grande’s equipment at the customer’s site.
 
The customer is also using an ***** router that is attached to Grande’s wireless router which further complicates the troubleshooting.  We are continuing to  work with the customer in good faith and if the customer continues to see packet loss from their ***** router, we will look at other alternatives for the customer. 

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BBB March 9, 2014 I would like to complaint against Grande Communications **** ** *** ****** *** *** ******* ** ***** Enclosed please find the copy of Grande monthly bill (Internet) for me, they are: November 24, 2013 $25.06 December 24, 2013 $28.83 I called, Grande explainted that my annual contact expired So increased to $28.83 Jan 24, 2014 $32.57 I called, Grande said don’t know Feb 24,2014 $32.57 I called, Grande said don’t know Also, enclosed please see the copy of a letter from Grande, the letter indicated that Grand internet speed increased but customer is no extra charge. Additionally, in the past two years, Grande charged me two times for modem, after I complained to BBB, they agreed that it was an error and refund extra charge back to me. I believe that Grande has serious advertisement misleading problem, I suggest to audit Grande account. Thanks. ***** **** **** ********* **** ** ******* ** *****

Desired Settlement: refund overcharge

Business Response: A $5.00 monthly discount was placed on the customer's account on 1/9/13 to lower the billing to $24.99 per month.  At that time, the customer was informed that in one year, on 1/9/14, his rate would go back to $29.99.  However, there was a rate increase which took the customer's rate up to $31.99.  To honor the rate of $29.99, a $2.00 monthly discount was added to the account on 3/11/14 and backdated to 1/9/14.  The customer was informed on 3/11/14 that the discounted rate of $29.99 would only be effective until 1/9/15.  The customer was also advised that his modem service was upgraded to the 15.0 speed at no additional cost.

Consumer Response: Complaint: *******

I am rejecting this response because:


1.  I don't accept the word of "discount" in the response from Business.  The price is "original price".  The purpose of the business using the word of "discount", is to say "discount could be terminated".  In the other words, the business has nothing wrong.
2.  I believe that the business of Grande Communicatioins playing game.  BBB needs to audit them!!
 

Regards,

***** ****

Business Response: The customer is correct. The discount has a termination date.  The original price is the price at the point of sale.  As this is a service, Grande does review the cost to provide these services and adjusts the price to maintain its competitive place in the market place.  In the customer's circumstance, the price for his High Speed Internet was increased.   We provided a courtesy discount when the customer contacted us.   Grande was clear that this discount has a termination date and we reflected the price of the service after the discount expires. 

Consumer Response: Complaint: *******

Hi Grande,
Please let me know the detail price you give me and for how long.
It will be good to solve the problem. 

Regards,
***** ****

Business Response: Advised the customer that his rate is $29.99 plus $0.40 tax for a total of $30.40 per month, good until January 2015. This information was e-mailed to the customer as well.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me this time, and I hope Grande will follow what they said.

Regards,

***** ****

3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on 2/4/2014 I started services with Grande Communications with their $59.99 plan for 50MB/s of internet and Basic cable with a 30 day money back guarantee. I called 2/25/2014 well within the 30day period and I was told my ending balance that included a $30 returned check fee. Called my bank and they have no record or decline of any transaction that would warrant a returned check, plus I had more than sufficient funds to cover the $99.00 charge ($59.99+$20 install fee). When I inquired about the fee, ********** ***** ******* stated "The bank could not be found, could be the check account number was read to customer service incorrectly" Informed ***** that I paid by paper check, then he stated "Oh, that means the check information was not inputted correctly" So i stated so I am paying a fee from human error on Grande's part? He did not have an answer. ***** stated he would call me tomorrow with further information.

Desired Settlement: I am requesting the fee to be reversed/waived since the check was not returned due to my error or lack of funds

Business Response: Grande contacted the customer's Federal Credit Union to verify the account is open.  Using the account number, check number, and amount of $90.00, the Credit Union was still unable to locate the account.  The returned check and returned check fee are valid.  However, Grande has waived the fee as a courtesy.  The customer will need to make contact with his credit union for any further investigation on this payment being returned.

Consumer Response: Complaint: *******

I am rejecting this response because:

Regards,

*** *******
This is a valid check and checking account have had and used this same checking account for years.. Even though the fees have been waived I do request a copy of the check emailed or mailed to me for verification to safely close or further pursue this matter...

email ******************

address
*** ** ******** ** **** ********** *** ******* ** **********

Thank you

*** ** ******** **

Business Response:

The customer's e-mail address was confirmed with him, and a copy of the check was e-mailed to him.

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I disconnected my service with Grande Communications because on many occasions, the service did not work properly and it was overpriced. After the company disconnected my service and they collected their equipment, I was told by the company that I had a credit balance of $122.81. I specifically requested a check for that amount because my credit and identity had recently been compromised, and that I had been a victim of identity theft. The company informed me that wouldn't be a problem. However, the check never came, and I was informed that the company did exactly what I asked them not to do, which was refund my balance to a credit/debit card. Apparently, Grande credited the money to an old credit card account that was linked to identity theft. The credit card company refuses to give me my money back because they say this was money owed to them for their losses, and I have no way of getting this money back from them now. I called and spoke to a very rude customer sales ***** by the name of *********. She was extremely unprofessional, and told me a pack of lies about how this credit card number that they refunded was tied to autopay, or an automatic payment system. I explained to her that this was yet another "Grande screwup" amongst other things, and that my account was never tied to autopay, and that I never used autopay because Grande Communications consistently and repeatedly, botched the billing. ********* responded by basically telling me I was full of crap and essentially nothing I was telling her was true, or words to that effect. After hearing this, I asked to speak with a supervisor and she refused to connect one to me. After I asked her for her supervisor's contact information, she refused to give that to me as well. Grande is attempting to make me pay the price for their mistake, and it's pathetic. They are free to pursue recollecting the money with the credit card company to which they credited the money back to, but I just want the refund I was promised. This is not my fault and they were forewarned of the potential problem.

Desired Settlement: $122.81

Business Response:

The customer signed up for auto payment and a credit card was added for the auto payment.  However, only one auto payment was taken on 11/12/12.  It appears that payments were made, thereafter, using a different credit card before the due date. 

Refunds are applied to credit cards listed on file as it would be the quickest way for customers to receive the funds.  As the auto payment credit card was still on file, the refund was applied to that card.  We apologize for any misunderstanding.  A refund check was sent out to the customer via an overnight courier on 2/13/14. 

2/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had problems from the beginning when I first signed up with this cable company. My first complaint is the fact that I was mislead and was given wrong information. They pulled my credit report once and told me that there was no deposit and I had a scheduled appointment but for some reason the tech didn't come out or I received a call. So when I called back I was told that I would have to apply for the cable all over again, so everything was redone again. What I noticed that they pulled my credit twice which affected my credit score that is being reported currently. Second complaint is the fact that my bill has gone up so I contacted customer service and rep explained that it was because the rates have gone up in January is why. I stated that I never received any notification that it was going up. She stated to me that it was mailed out to me and that in their system it shows that I received it and no returns were made from the post office. I stated to her again that I never received any paper work from grande but she insisted that I received it. I also asked her about an additional fee and she stated to me it was because of my services interrupted service fee of $25.00. I stated to her that know one told me about this either and once again she insisted that I should have known about this. I tried explaining to rep that I receive email alerts but nothing came through for me regarding increases and she stated that this would have came through the mail. Customer service rep full of assumption and unprofessional non nonchalant attitude, sounding like she didn't want to be bothered in the first place. Apparently when you contact grande their customer service is very rude and no matter what you say their computer systems is excellent and always generate letters to inform their customers. The customer is always wrong and they do not listen no matter what. Their customer service has been this way for a very long time and it seems to be okay. I have spoken to other people that has grande and they agree with me that the reps their have poor customer service and the company does nothing and does not even care as long as you pay your bill.

Desired Settlement: I would like grande to remove both inquiries from my credit report and as a courtesy remove the $25.00 fee that was never explained to me.

Business Response: Customers were notified of the pending rate increase starting in January through Page 4 on the December billing statements which includes a price chart.  

If a customer has failed to pay the previous months balance, we send their next statement with the total balance and a notification that the account is now past due and if not paid within 5 days of that bill date, they will be assessed a $5 late fee. That same day we send a separate past due notice with the possible disconnection date if not paid. Both notifications state there are possible reconnect fees if the account is reinstated (which is the $25 non-pay processing fee).

Our records show that the customer's credit report was only pulled once, however, we are still researching to confirm this. 

In the interest of customer satisfaction, a credit of $25.00 was applied to remove the reconnection fee that was assessed in December 2013. 

1/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Grande Communications continues to charge me for services I do not receive and at rates which are HIGHER than their standard published rates. This will be my final attempt before discontinuing services with the company and filing an official complaint with the state cable regulator. I have called their customer service center five times to ultimately receive little/no assistance in resolving the following two billing/records issues: 1.) Cable Cards: - I currently have 2 in my possession which I accept having to pay a monthly rental fee for. - I used to have 3 cable cards in my possession which I would use for the reception of cable televisions services. - A grande representative came to my home to collect both a single cable card and a DVR receiver (see below for details on DVR service billing issue) that were no longer being used. - My current issues with the cable cards are that: -- a.) I am being charged a rate of $2.95 each month for each cable card rental when Grande's standard published rates for cable cards are $2/monthly (published in October statement). -- b.) I continue to receive conflicting statements from customer service as to whether they have removed the previously possessed equipment from my account. I have pictures documenting the technicians removal of the equipment from my property as I anticipated they would engage in unfair billing practices further upon collecting their equipment. - Each time I call the customer service line, the incapable individuals refuse to correct the over billing and do not resolve the issue. 2.) **** Service / DVR Rental - I was provided a DVR/**** receiver upon subscription initiation which I had never used in the reception of cable services but received complimentary as part of the selected package. - In September 2013 without previous notification or communication, added a $3/month fee for a **** Q receiver despite the fact I hadn't switched any equipment on the account - I informed the customer service center of this issue, to which they had no corrective capability but instead directed me to return the unused DVR receiver to remove the fee going forward. - On the same day the grande technician collected the equipment at my home, I provided him the receiver and remote along with the above mentioned cable card to be removed from my account. - Grande customer service continues to inform me that no equipment was collected and that the fee cannot be removed from the account. - The utter incompetence and mismanagement of equipment collection at Grande prompted me to take pictures of the technicians collection at my home in case this situation occurred. In closing, the Grande client experience is atrocious. I continue to have to fight with the lowest quality of service reps on the phone and have reached my limit with this firm despite them being the only wired provider in my community. I will find alternative communications service providers if this cannot be resolved and will ensure I inform every applicable regulatory and commercial interest group of my experience if this cannot be resolved.

Desired Settlement: My desired outcome to continue services with Grande communications is as follows: 1.) In writing, confirm return receipt of the 3rd cable card and DVR receiver and that I am no longer responsible for any rental fees of said equipment 2.) Refund the differences of the incorrectly billed cable cards back dated from when the published rates in October were provided. I have likely been overbilled for quite a bit longer, but only noticed in October that they had been charging me a higher rate than that of the general public. 3.) Eliminate the $3/monthly fee for **** DVR services since it is not possible for me to consume such services without the above mentioned equipment 4.) Identify a representative at the company to personally ensure that I will not be further incorrectly billed for the above mentioned inaccuracies

Business Response: The customer was advised that Grande showed the **** was picked up by the technician on 11/5/13 and the account stopped charging for the **** as of 11/5/13.  The customer was also advised that the correct pricing for the CableCARD was $2.95, but Grande will honor the advertised pricing of $2.00 for a period of one year.  The incorrect advertised pricing will be corrected.  We apologize for the inconvenience the customer experienced.

Consumer Response: Better Business Bureau:

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

Regards,

****** ******

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: These is letter i sent to their corporate office: To whom it may concern, I have just about had the worst experience I've ever had in my life. Before December 4th I had called your company and spoken to several of your salesman. Four to be exact, and the best plan seem to include one main unit (Que) and two tivo mini's. Four times I was offered this setup. So on December 2, after considering other companies as well, I called to order service. On December 4th your tech rep came out to set it up. Which wasn't the Que and two minis. It was the Que, a mini and a preview. A little upset but told myself OK. About an hour after the tech left the tivo mini wasn't allowing demand to come up. Called your tech support and the tech tried to put the blame on me by stating I signed off on the installation. Which I didn't sign or receive any paperwork either. I told him I don't need his smart ***** comments put my cable service to work 100%. Finally getting it working, I thought we are now good. No, several hours later the tivo mini started going out with message Internet lost, ethereal unconnected and it would go from this message to working and back to message without anyone doing anything to system. I then get told I would have to be available from 8 am to 9 pm the following day or wait 5 days to get this corrected. After just having to take the morning off I told him I could not take the next day off and I would not be happy waiting 5 days to correct the problem since it only took two days to come get my money(get installed). So I requested a disconnect. I received message that night and was told I could call the next morning or wait for him to call me at 2 pm. I did call but was basically told to wait for ***** (believe it was *****) to call me as he would be in at 2 pm. The lies started coming in like rain. As many people who lied to me , it would seem your company promotes lying. Tell them whatever it takes attitude is what it seems to me. Anyways, we got a tech out the following day after that. I was told I would get upgrade but the tech installed another preview and took the mini away. I felt like I was getting downgraded and informed your ******* *****, that I felt I should get discount because of it. She told me she would not give a discount but would upgrade like she said she would and get me another Que and a tivo mini. It took a while with one appointment being messed up with an incorrect phone number your company had on file of which I had informed your company about 4 times before this incident that it was not a good number but my previous number (of which i wanted to keep but your company informed me I couldn't). The other missed appointment was my fault as I got off work later then I wanted to. Finally getting a tech in I was given the other Que and tivo mini. That lasted a day and then the same issue of the tivo mini started once again. I called tech on phone and didn't like the same BS un-customer friendly service so I requested the disconnect department. She continued on her script of how she was helping me so I got so fed up and I started cursing her out. Then she has the gall to ask me what do I want. I repeated that I requested the disconnect department as I also continued to cursed some more. She hung up on me. I don't blame her for that but if she would have done what I requested it wouldn't of happened. This whole experience shows me I choose the wrong company and if it only effected me I would be done with you. Because I also convinced my family to chose your company and they trusted me so its either this or I have let them down. We are 17 days into dealing with your company and still haven't gotten the service I paid you upfront for. This is theft as I have requested many times to disconnect and your company continues to say the problem will be fixed. I called your corporate office to complain and after several minutes of explaining she tells me I can get a disconnect. My mother is 73 years old and just had a stroke. I moved here to take care of her and this is her account so have to get her to state that she wants a disconnect. There is so much more horrific story to this episode like supervisor terminating calls on me (without me cursing) and field tech walking out after I felt he was not doing his job and informed him I was calling his supervisor(which shows questionable quilt there). He was messing with my hardware on my computer and i ask him why is he doing this I'm having cable problem not a Internet problem. Anyways through this I have been told I would receive calls from supervisors within two hours and have had some no calls and some calls come to me anywhere between 2 and half hours late and to 4 hours later. And never received call from a ******* after to see if things were going all right. Pretty poor customer service all the way around. This should be giving you red flags as how your progress is going on your expansion progress. In my opinion you will be exactly what you claim you don't want to be, a bad big corporate company or even worse non existent.

Desired Settlement: Either a full refund or 100 % service to my house with fair charges to what time i lost and not charged for time i did not have full service

Business Response: A Grande technician was out to the home on 12/21/13 to fix the problem with the **** service.  A Grande representative spoke with *** on 12/23/13 who confirmed that he had no further issues.  The representative offered one month of credit, but *** stated he already spoke to another representative who had already given him one month of credit and he was satisfied with the resolution.

Consumer Response:

In Regards to complaint #*******  Grande Communications did come out and replaced some equipment.  Still not working to expectations but I guess that is what happens when you hire such a poorly run company.  Thank you for your help.

11/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I would like a refund. An unauthorized charge was made. I cancelled phone services over a year ago. I kept internet and cable services. There was a piece of equipment used for the phone. When I cancelled services I was asked the customer service person if I needed to return it, he said no. So, for over a year after I cancelled services, I did not receive any notifications by mail or phone that I needed to return this piece of equipment. Last month, when I moved and cancelled services, I returned the tivo box and the modem. The CSR asked where the landline phone box was. I explained to her what was told to me by the former CSR. I asked her why I was never notified in writing that I needed to return that piece of equipment when I cancelled the services. She didn't know. I no longer have that piece of equipment. They charged me for that piece of equipment.

Desired Settlement: I would like to receive the money back that they charged me for that box. I was a valued customer and paid my bills and I'm treated like this. Basically ripped off by this company. I will never use them again and I will inform all of my friends and family about my experience with GRANDE.

Business Response: The customer cancelled her phone service on 3/20/13 and cancelled her cable and internet services on 9/30/13.  Per the call at 3:45 pm on 3/20/13 to disconnect the phone service, the representative who assisted informed the customer several times that since the phone modem wasn't going to be used, that she would need to return it to the local office.  At the end of the call, the representative asked if she needed the hours of operation or directions, to let him know.  The customer responded that she already had that information.

The reason the customer was not charged for the phone modem until now is because the account was previously still active and unreturned equipment was part of the final account closeout.

10/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In July I called Grande Communications and inquired if I would be able to change from internet service to a bundled package including internet, cable TV and Optimum phone service. I was told that I could do this at the $119.99 monthly rate. Optimum phone service included free local and long distance calling. My first bill charged me $197.37 of which $46.78 was charged for long distance calls including taxes that should have been free using optimum phone service. I called and was told that a credit would be applied. The balance should have been $150.59 but I was told my balance would be $175.80 which was paid on 8/31. This would be an overpayment of $25.21 My next bill in September showed a credit in the amount of $41.99. I was also charged $14.99 for the Optimum phone service and an additional $17.98 for an additional line which I do not have. I was also again charged for long distance calls in the amount of $97.28. The overcharges amount to $130.25. I again called and was told a credit would be given. The balance should then have been $164.49 including taxes. I was told that my balance was $144.07 which was paid on 10/1. This would be an underpayment of $20.42. My October bill showed a balance of $398.54 and only showed a credit of $32.88 for the additional Optimum lines which were charged at $32.97, a shortage of $.09. The account was now showing as being past due. Again I was charged for long distance calls in the amount of $157.20. I called again and was told that the charges would be corrected within 48 hours. As of yet it has not been corrected. My October bill should be $179.69 not including adjusted taxes. The total of this account should be $179.69 minus $4.79 that has been applied in previous over and under payments for a total of $174.90. It is NOT past due nor has it ever been.

Desired Settlement: I would like to have these billing errors corrected and the account correctly identified (Get It All Essential Triple package, which includes Preferred TV service, Power Internet and Optimum Phone Service.) If this is not possible then I would like the account closed.

Business Response: The account was corrected to include unlimited long distance calls, and the customer should not see any more long distance charges on his bills.  A credit of $250.63 (tax inclusive) was applied to the account on 10/22/13 to remove the long distance call charges.

Consumer Response: Better Business Bureau:

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

Regards,

***** *****


Customer Review(s)

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