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This company offers satellite communications, internet, and custom communications solutions services.
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A BBB Accredited Business since
BBB has determined that Microcom 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Microcom include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 9 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||9|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Washington State Department of Licensing
PO Box 9034 , Olympia WA 98507-9015
Phone Number: (360) 664-0116
Fax Number: 360-705-6699
Washington Secretary of State, Corporations Divison
801 Capitol Way South, P.O. Box 40234, Olympia WA 98504-0234
Phone Number: 360-753-7115
Fax Number: 360-664-8781
Type of Entity
Business ManagementMrs. Sandra Blinstrubas, President Mr. Chuck Schumann, Vice President Ms. Aubrey Campbell, Marketing Assistant Ms. Pam Erickson, HR Ms. Heather Holliday Ms. Mariah Niezek
Television - Cable, CATV & Satellite Cellular Telephone Service & Supplies Satellite Communication - Common Carrier Satellite Equipment & Supplies New Single-Family Housing Construction (except For-Sale Builders) (NAICS: 236115)
Alternate Business NamesSateo Inc
126 W International Airport Rd
Anchorage, AK 99518 Directions
129 W 53rd Ave
Anchorage, AK 99518 (907) 264-3474 (877) 696-3474 Directions
35911 Kenai Spur Hwy Ste 14
Soldotna, AK 99669 (907) 262-7926 Directions
5453 Jenkins Dr
Juneau, AK 99801 (907) 789-1545 Directions
6491 E Blue Lupine Dr
Palmer, AK 99645 (907) 376-0444 Directions
975 Van Horn Rd Ste 2
Fairbanks, AK 99701 (907) 474-3474 Directions
2112 Lauwiliwili St Ste 109G
296 W Sunset Ave
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Additional Phone Numbers
- (907) 264-3474(Phone)
- (907) 474-3474(Phone)
- (907) 789-1545(Phone)
- (907) 376-0444(Phone)
- (907) 262-7926(Phone)
- (208) 416-4301(Phone)
- (907) 264-3464 (Fax)
- (907) 348-0426 (Fax)
Additional Email Addresses
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
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|
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Problems with Product/Service
Read Complaint Details
Complaint: We purchased A Hughes Net Satellite system from Microcom August 4th,2015 for $499.98. John M******, their service tech, did not come to install until 9-22-16. This delay was over a month longer than agreed. Upon site inspection, John M****** asked if he could come back later as a separate trip. He never came back. Never rescheduled. It took many calls to MicroCom to rescheudle. Eventually Microcom said "We can not send a tech to you in McCarthy". Apparently John M****** is not a direct employee and he is no longer available. They agreed that we should return the equipment but they will still make me pay a restocking fee. A restocking fee when the customer is the cause of return is one thing, but this return is 100% due to non performance. A restocking fee because they cannot install a system in our remote location, when the purchase was based on their initial install is the defining characteristic.
Desired Settlement: Refund the extra $100 that Microcom feels they are entitled to. It is a satellite internet provider that can not provide install and service in our remote location. Taking UNOPENED BOXES BACK AND ACCEPTING THEM INTO STOCK because they can not install it - They should also pay for the $300 in fuel for the two 650 mile round trips between where we live and anchorage. I'll settle for them owning up to the issue: Their tech department failed to install the system. Microcom should not try to soak me for a $100. A restock fee is normal for a customer changing his mind scenario - However, it should not apply when the company realized it was 100% their failure. "We can't so this, so eat $499 and don't bring it back or take our $100 short refund.
7/28/15 Mr. ****** called in due to discontinued Starband system
8/4/15 customer purchased Hughes Net system
9/4/15customer was advised that due to storm system moving through area this would prevent the tech from locking on to the satellite, customer would need to be rescheduled
9/18/15 customer spoke with his sales representative or he would cancel his new service
9/18/15 sales representative called the dispatch department regarding scheduling tech; wanted install prior to 9/30; he was advised by our dispatch team that they would contact technician, and would be updated by the dispatch team by 9/21 to determine customer request
9/21/15 the customer spoke with the dispatch Manager; he stated that he would just come in and pick up the equipment because he didn’t want to wait any longer for the technician and that he had an IT team that could install it for him at his location.
9/21/15 Technician activated customer's’ modem in house due to customer request; this started the 2 year contract obligation.
9/22/15 Customer came in and picked up his equipment for his IT team to install. Signed the paperwork for the equipment; which includes the disclosure for 20% restocking fee.
10/19/15 Customer called in stated that he needed to speak with our technician; he was advised that the technician will not be able to come to his location
11/4/14 Customer called in and stated that his IT team could not get the system up and running. He stated that his team didn’t have the proper tools and he would like to return the equipment. Customer was advised that by his decision to self install he was in contract, he was advised again about the 20% restocking fee. The customer did not want to contact the provider at this time that he was busy and would call back.
11/23/15 Customer called back for assistance with the provider; we assisted the customer by contacting the provider to remove him from his contract obligation. The only request from the provider was to get a faxed document into the provider indicating we were unable to install.
the customer indicated at that time he would not be able to return equipment due to winter road closures.
12/28/15 Customer called back because he had not heard anything regarding letter to provider. We immediately sent the letter into the provider indicating Microcom unable to install and to remove the customer from his contract obligation. The customer indicated at that time he would return the equipment after the 1st .
12/29/15 Customer returned equipment. Refund request was processed.
1/8/16 Customer’s refund was sent out via USPS for purchase price minus the 20% restocking fee.
2/3/15 Spoke with the customer regarding his refund we advised check was mailed. Customer stated that he was not at the location and would check when he returned.
2/9/15 Customer called in regarding his refund check was not the correct amount. The customer was advised that the 20% restocking fee was taken out as stated previously on many occasions and as stated on purchase invoice. Customer thanked us and hung up.
2/11/15 Customer called in being extremely rude, using vulgar words and yelling. He was refusing to give his name and phone number; when agent advised in order to assist the customer we needed his information he refused again and stated that he was going to continue to call until he got the President or CEO of company.
2/12/15 BBB complaint submitted.
2/16/15 Customer called again; beyond rude, using vulgar language, threatening lawsuits to microcom, and threatening civil suits to our sales representative regarding the $100 dollar restocking fee.
Mr. ****** lives in rural Alaska, the road system is often times closed and is certainly difficult to access during winter months without the proper vehicle. This unfortunate situation has occurred because this customer could not get installed in the time frame he wanted to work under. After the order was established and we were attempting to schedule we then realized that the customer is extremely rural, which he had not disclosed. What this means is that we have to schedule a technician for an entire day to install and service this one location.
When we could not get him scheduled the customer called had made a decision that he would install it himself because he had a great IT guy on site. At that time we made a decision and advised the customer that we would activate his modem here on site and he could pick up his equipment as requested for his team to install since he was confident they would be successful, thinking we were providing extended customer service since we could not roll to his location in the time frame he was hoping. ‘
When the customer realized that his team was not going to be able to install successfully, as he portrayed, he called us blaming Microcom for all his issues. We advised the customer once again we would try to assist. Our escalations team called the provider with the customer and was able to release him from his contract. This customer went into contract due to his insistence to self install. Our escalations team wrote a letter on behalf of the customer stating we could not install at his location and customer was refunded any billing charges and released from contract. We refunded all equipment costs to the customer with the exception of the $100 restocking fee.
During all of these calls listed the customer was well informed of the 20% restocking fee and has signed the agreement invoice to that fact. He has been rude, using vulgar language, threatening staff and making repeated harassing calls into the company.
Terry C****** was unable to schedule an installer for many months.
The roads are traveled by their (subcontracted) installer. John M****** installed our Dish network system, and because that was not through Microcom, Mr M****** thought it would make more financial sense for him to bill Microcom for a separate trip. I explained this to service reps Terry and Amber in September. Since it was obcious to the customer that I was in the middle of the subcontracted technical rep and the seller (microcom) I volunteered that maybe my tech staff her could install it. I asked for assistance, specifically, use of the tool that allows the sat signal for aiming the satellite dish.
What customer wants to do the install? Of course we tried to assist Microcom, because we took their explanation as facts. Later to find out John M****** is not their direct employee (only an issue because we as the customer are in the middle of their subcontracted installer fights).
Fact 1: Our company purchased the Hughes NEt sateliite system from Microcom, to include their technical install. August 4th, 2015
Fact 2: Our company relied on the seller (Microcom) to install the system. When it became obvious that we, as the customer, were in the middle of a fight between the hired subcontracter (John M*******) and Microcom - we offered to assist if we could. September 4th through September 22nd 2015
Fact 3: All but the first appointment was kept. All other attempts involved the nightmare on hold. The passing of the baton between service, etc.
Fact 4: The only reason my AMEX was not able to stop their charge for non-performance was due to the 6 month lag. That's were I as the customer gave Microcom the benefit of the doubt.
After 3 months of waiting, we gave up.
The response were
Problems with Product/Service
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Complaint: I signed a two year contract for internet service with ****** ******** through Microcom. I have NO complaint against Microcom, but do with the ****** ********. The number for ****** is **************. This is the only way to contact them that I am aware of. I did not have internet service for 4 months the first year and 3 months the second year. When I would call to complain, they said it was the weather and there was nothing they could do. I never received reimbursement for the months of no service and they refused to let me out of my contract. They would not send a service man unless I paid $130.00 up front. I refused to pay $130.00 for someone to tell me it was weather related and there was nothing they could do. My contract is up and I called today to have the service disconnected. They billed me for the a full month of service through July and said it is not their policy to prorate bills and I would just have to pay for another month of NO SERVICE. When you sign a contract and you fulfill your end, should they not have to fulfill their end? So far I have paid for 8 months of service that was not provided. They did not provide service but they never missed a payment on my end. I was never late and I honored my end of the contract and feel that they did not. Everyone else in Anchorage had service. I was the only one with bad weather as an excuse to take my money and do nothing on their end. Now I am getting billed for a full month AFTER I canceled the service. Now they are insisting that at age 65 that I need to go up on my roof and retrieve a part from the dish and return it to them within 30 days or be charged another $300.00. I did not put the dish on the roof, they did. Does anyone think I should be required to go up on the roof to retrieve their part? This is the last straw.
Desired Settlement: They send someone at their expense to retrieve their part from the roof (I am a senior citizen) and they refund some or all of the money for services rendered that I never received. The contract should work BOTH ways. I fulfilled my end and now it is time for them to step up and do the right thing.
The customer states in the beginning of her complaint that she "has NO complaint with Microcom" this complaint should be issued to ***** ********. Microcom is a third party retailer for *****. I have no notes to indicate that the customer was having issues with her service provider *****. It does not appear that she has called in to Microcom for assistance in this regard.
Read Complaint Details
Complaint: Microcom is the only **** installer in the area. When my wife ordered ****, we were told it was a free installation. Microcom immediately billed my wife for $19.95. When I later asked why, they claimed it was a processing fee. Everyone in the area must pay the processing fee to get the free installation. There is no other company to go through here for satellite installation, and there is no cable company.
Desired Settlement: Return of my $19.95 installation fee (processing fee as the call it), and the end of the practice.
Business Response: The wife of this gentleman was the person who contacted our company for the **** ******* new account process. The wife spoke with one of our veteran sales representatives during this process. It has been standard practice for many years to require a processing fee of $19.95 for new customers. The gentleman contacted our office on several occasions and at no time mentioned that this was an issue. There were many opportunities for this customer to discuss this issue with Customer Service or the Sales Representative, he did not. We will not be refunding the customer for the processing fee.
Business Response: We respectfully stand by our decision of not refunding the 19.95, and the practice will remain in place. We have reviewed any available recorded calls from this customer and at no time was he spoke to in an unprofessional manner or disconnected while call was in progress.
Problems with Product/Service
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Complaint: I had what I thought was **** ******* tv and internet installed in my home in Kaleheo Kauai last year. An installer **** showed up to install **** *******. He was very rushed and impatient. He was part way through the install and he sent me an email that I was enrolling in something called ***** **** internet and there was data limits. I immediately ask to call his supervisor because I did not agree to use someone called ***** **** with any data limits period, or whatever and that his technician had committed fraud by sending me an email that I accepted some contract I absolutely had not. I informed him that I had not signed and was not signing any contract regarding internet because of the data limits. The supervisors name was **** and he asked me to just try it on a trial basis with out any contracts and see if it would work. I said I would only on a trial basis. A few days later I called **** back because I had run out of data, he said he would give me 5 more gigs and to try that. Over the next couple of months the service did not work out and I contacted ****, and another person named ******* and returned the equipment. I paid for the months I used, but as per ****’s and ********* information I would not be under any contract and could unwind the deal without penalty. I have spoken to ****, *******, and even **** several times to try to rectify the balance penalty and even contacted ***** **** and they said that all that needed to happen was for microcom to contact installer relations at ***** **** and the problem would be resolved. I have spent many hours on the phone tracking down ******* and **** informing them to contact ***** **** as ***** **** instructed to solve the problem. I have run out of patience and was instructed that you could help me from the Oahu office.
Desired Settlement: I wish the penalty balance to be settled with ***** **** as I am not under contract with any internet provided by microcom. Microcom was my installer and the company who comitted fraud relating to a contract..
Business Response: We have spoken with the service provider 4/2/2015. The service provider has waived the ETF fees on the account in the amount of $342.00 and the customer balance is now $0.00. The customer was never charged through Microcom for any other fees.
Problems with Product/Service
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Complaint: I purchased a **** system from Microcom and they sent the wrong equipment the first time. I flew to Anchorage as I live in Rural Alaska off the road system and this was a self install as they had no one available for installation. I received the right equipment from them the second time and I hired a local guy with whom they were familiar with to install the dish network. The receiver in our living room is supposed to operate two tv's but it would not work properly. I spent an hour and a half on the phone with the tech at Microcom who walked me through some tests to see if we could fix it. She advised that it appeared the box was defective and that I needed to send it to them to test at their shop to confirm it was indeed bad. She advised that if the box was bad they would then send me a new one at that time. She advised this may take several days and I would be without service. I advised her that this was unacceptable and that we shouldn't have to be without service for several days or weeks when they could just send a new one up and charge me if I didn't return it. She spoke with the manager who agreed and I was told the box was sent the next day. I called 5 days later to check the status as I had not received the new box. The rep told me that she saw it was sent and would check on the status. A few days later she called back and advised that the owner of the company over road the manager and would not send the new box and that I would have to send my current box for testing first. I advised her this was unacceptable and that they told me it was on the way. This is a new service and it was verified as more than likely a bad received by their technician and why should I suffer without TV and still pay for the service!!!???
Desired Settlement: They should follow through with their commitment to send the new receiver so we can watch what we are paying for. They have my credit card and could charge it if I didn't return the bad one. This is very poor business and I feel they are taking advantage of us because we live 550 miles away by air.
Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ There was mixup with the customer's equipment initially and we resolved the issue, as well as sending a $25.00 gift card for the inconvenience. The customer needed to swap out their bad receiver. It is our policy that the customer send back their faulty equipment before we send their replacement equipment. In the past, Microcom mailed out replacement parts and never received the faulty equipment back. We have asked the customer to send back the faulty equipment and as soon as it has been received, we will mail the replacement receiver. The faulty equipment has never been returned to Microcom. The replacement receiver is ready for the customer when they decide to return the faulty equipment. The customer's sales rep has been in contact with the customer. Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I live in rural Alaska and it will take several days for the boxes to get swapped. They advised that they would send a new box and I would send the old one back as soon as it arrived and even gave them my credit card number to charge me if it didn't get returned. If I send the box down it will take 5-7 days for them to receive it and another several days for them to send a new one to me. The box works on one TV but not the other so I at least have some TV until the new one gets up here (though I can't record as the DVR will only try to record on the 2nd TV). There is no validity to their claim they will be out if the box I have isn't returned and they agreed to send one after I gave them my credit card to secure its return. They told me it was on the way and even called to confirm it was sent then changed their minds. Again, I should not have to go without service for several days when they could just send the box like they promised and charge me for the other if it isn't returned!!!!!! Either send me the new box as you agreed and I'll send the bad one back as soon as I get the new one, or I'll return all the equipment and you can release me from your contract and I'll get my service elsewhere. I am not asking for anything other than what YOU agreed to do!!! Final Business Response /* (1000, 20, 2014/11/13) */ The customer plans to come to Microcom's office to exchange his receiver while he is in town. Microcom apologizes for the inconvenience they have caused this customer. Our equipment exchange policy is in place due to not receiving equipment back in the past. Final Consumer Response /* (2000, 23, 2014/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my new receiver and it works great! I appreciate the fact they apologized for the way it was handled and I am satisfied that I now have properly working service. With that in mind I'm not satisfied that they are still making excuses about not sending one out due to equipment not being returned when I gave them my credit card info to charge me if it hadn't... It took a 2nd trip to Anchorage (550 air miles away) and a complaint to the BBB for them to do the right thing. This would have avoided the complaint, and I could have been enjoying the service I had been paying for the past 3 months.
Problems with Product/Service
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Complaint: A few days ago, we called ******* to start a new contract for satellite television services. We were told that a local (Alaskan) installer would call within 24-72 hours to set up an appointment for installation at our home. A day later, we received a voicemail from "******," instructing us to call her back to set up installation. The phone number we received was not a direct line to her (as we were led to believe in her voicemail), but rather a generic phone number to "Dispatch." After leaving a voicemail back with Microcom, we heard nothing more from them. Yesterday (8/21/2014), we traveled to Fairbanks and decided to hurry up the process for scheduling our installation, by stopping in the Fairbanks Microcom office. **** went in the office and the woman in the office scheduled our installation for today, 8/22/2014 between the hours of 12 p.m. and 5 p.m. We were there mid-day. Around 2:30 p.m. today (8/22/2014) **** called Microcom to get an estimate of what time the installer would be at our house, since we had a lot to do, and we had canceled plans for this seemingly speedy installation. **** is then told that the equipment wasn't even ordered yet and that no one would be at our house today. Microcom then told **** that the soonest date available is 8/28/2014 in the morning. **** then becomes angry and asked, "Are you kidding me? Is this a joke?" He also asked when Microcom was going to call us to tell us about their failure to provide services and he discovered that they had no intention of calling us. He then threatened to file a BBB complaint and switch service to Dish Network. After absolutely no assistance from Microcom to expedite our order, **** hung up. After that phone call, ********* called Microcom to get answers and to get an installer to our house today. After dealing with the person on the phone and getting zero answers and zero assistance, all the while the Microcom employee denying any wrongdoing and aggravating ********* to the point of shouting, ********* shouted angrily (to include some obscenities), and loudly, then hung up. Still not satisfied that Microcom didn't attempt to admit any wrongdoing and fix their mistake, also that it cost us a day and forced us to unnecessarily cancel and change plans, we called back and the line wouldn't connect. Microcom blocked our phone number from their system. We called back (with a blocked phone number) and demanded to speak with a Manager. ********* was connected with ******, self-described as Lead Dispatch for Alaska. ********* cut to the chase and told ****** that she wanted an installer out to her house today and that Microcom needed to find a way to get the equipment. She also reported to ****** that Microcom blocked her phone number, in which ****** denied. ********* told ****** that someone in Fairbanks scheduled us for an installation today. Also, that the people that she and **** spoke to a few minutes prior were incompetent and that they should be reprimanded. ********* told ****** that Microcom aggravated her to the point where she cussed out the person she spoke to on the phone, prior to calling and demanding to speak with a Manager. ****** seemed to take great offense to this and take it personally by snapping back with something very close to, "First of all, I am not going to have you cussing out any of my Dispatchers. You're not going to lay into me, too." ******'s nastiness and rudeness was the downfall of the phone call. At that point, ********* wanted an admission of wrongdoing and an apology for the mistake that Microcom made. An insincere, "We apologized for any inconvenience this has caused you," was lazily said to *********. After that, ********* wanted to know who made the mistake, where this person was located (Anchorage or Fairbanks) and that she wanted this person reprimanded. ****** refused to track down the specific person that made this mistake. In addition, I was told that 8/28/2014 was the only day that was available for an installation. She vehemently refused to take responsibility for Microcom's mistake and became angry, unprofessional, agitated, and extremely nasty as the call continued. At one point, ********* asked for names/phone extensions of employees, and ****** rudely replied with something akin to, "What do you want that for?" ********* told her it is for the BBB complaint she was going to file and ****** nastily and cockily said, "You file that BBB complaint. And we will reply with everything the State requires of us." We know that BBB complaints are allowed to go unanswered, so ********* angrily shot back, saying that she knew that Microcom wasn't required to do anything. After getting absolutely nowhere with ****** and with ****** refusing to assist or rectify Microcom's mistake, ****** then talked over her, telling ********* that the installer would be at her house on 8/28/2014, between 8 a.m. and noon. ********* then asked ****** why she should trust Microcom with this appointment date because Microcom fails to show up. After more babble from ******, ********* became enraged. She allowed ****** to cut her off one last time, when ****** repeated the date and time that the installer would (possibly) show up at her house. Nastily, ****** spat, "Okay?" ********* yelled into the phone, "NO, IT'S NOT OKAY YOU STUPID ******** ********* then hung up. Not 30 seconds later, ****** called our home phone number back, but this time, **** picked up. ****** was incredibly rude and nasty, and she asked to speak with *********. **** refused, telling her that she would be talking to him. Matter-of-factly, ****** asked ****, "Did your wife call the Lead Dispatch for Alaska a ******* **** said, "Yeah." ****** then told ****, "We are canceling your install and we will not be working with you." Then ****** hung up on ****. Microcom employs people who are: unprofessional; unpleasant; incompetent; lazy; rude; nasty, and; egotistical. No ******* customer should ever have to deal with a company so unorganized and unprofessional. We weren't the most kind, and neither were they. Except, they wasted a day of our lives, and they don't care. We are the customer, they are the business, providing services. They promised services, and failed to deliver services.
Desired Settlement: A written acknowledgment of wrongdoing and a written formal apology. "We are sorry for any inconvenience we may have caused you," is insufficient. We want ****** reprimanded, as well as every Microcom employee who took part in this gross incompetence.
Business Response: Initial Business Response /* (1000, 21, 2014/10/07) */ The customer was scheduled for 8/21/14. Our dispatchers learned that the technician in their remote area did not have the proper equipment and it had to be sent out to him. We only have one technician in that remote area as he has a smaller volume of jobs. We were able to schedule the customer for 8/28/14, but the customer refused any schedule other than 8/21/14. Our dispatchers were professional on the phone with the customer, but the customer was irate and used obscenities. There was no resolution for this customer as we had to cancel the order and refused to install due to the customer's behavior. I have attached one phone call we had with the customer as an example of the behavior I am referring to. ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 23, 2014/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were promised service on one date. This company was brash and rude (on several phone calls) and gave no assistance and/or apology for scheduling us on a day when they knew they would not provide service. We wanted service on the day they promised, not when it was most convienent for them. ALL of their staff was unprofessional, rude, and unapologetic. Their business practices are deceptive, misleading, and arrogant. They conduct themselves in a manner that gets a customer's money first, then they fail to provide services when they promise. We still demand a written formal apology from Microcom. Final Business Response /* (4000, 25, 2014/10/21) */ I'm sorry you were not satisfied with our services. Your order was built on 8/19/14 through the provider directly so Microcom has not charged you for any services or collected funds from you. The technician in your area did not have all of the equipment needed to fulfill your work order on the scheduled date. We have one technician in your area due to the work volume and attempted to reschedule the installation with you. Our dispatchers attempted to resolve the issue with a new install date, but had to cease efforts due to your abusive language, as well as you proceeded to discontinue the call. Microcom regrets that we were unable to meet your needs and apologize that you were not satisfied with the outcome. Final Consumer Response /* (4200, 27, 2014/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, your "apology" is worthless and unsatisfactory. We value our time over money, and you wasted our time. Not to mention, we went half of the day fully expecting a technician to show up, only to call Microcom ourselves to discover that there was no plan of anyone coming out on the day promised to us. The lack of sincere apology for wasting our time shows the true character of this company. "... but had to cease efforts due to your abusive language"? Rethink that one. Whom hung up on whom? You fail to mention the phone call that ****** hung up on ****. Your insincere, backhanded "apology" is insufficient and we do not accept it.
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Complaint: I spoke with a representative named ******** at the micro-com X-XXX-XXX-XXXX. She proceeded to tell me that the service for internet for 20 gigs would be 65$/month. She then increased this to 80$ with a 75$ activation fee after she got the credit card number.The 75$ ended up to be 80$ with no explanation of why. She then added several other items that would be taken out of the account for additional charges. Which included if the technician coming to the house did not know where "the southern sky" was that they may have to come out for an additional 150$/hour for the technicians error in putting the satellite in the wrong place.
Desired Settlement: All I was hoping to do is to get internet in an area of Soldotna that not a lot of places go. They have not given the money back for these services. I would like to see all the money go back to the original bank card and also would love to see that they need to be more forthcoming about their charges. I have not received service as of yet so there should be no issue with getting this money back. But with my experience so far, I am a little scared.
Business Response: Initial Business Response /* (1000, 7, 2014/09/26) */ To Whom It *** Concern; I looked up **** ******'s account and noticed that they signed up for satellite internet for ***** services in 2012. According to our records, the customer was installed 8/29/2012. I have attached documentation of the invoice that was paid in the amount of $79.50 and the summary of her account. Microcom was unaware that the customer was unhappy with services as the last coorespondence with the customer was in 2012.I am unable to refund the customer for the processing fee as this was back in 2012 and the customer did receive services. ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 9, 2014/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not even the same internet service. We never discuss this old account of my eldest son's. This was a new account for ******** ******** Not my son **** ******. I don't even know when my eldest son had this, at the ******* court address, as we have had *** here for years. I believe **** may have tried this service and decided to go with **** as they are a much better company, without hidden charges, and better internet. This was a different address entirely that I was trying to get established. ***'s **** address, not my address on the service that is on the business response that is above. This was the only option for ******** at the address on ***'s ***** But they made it impossible to get it. We gave up. You never get a straight answer from these people on the price of internet. As it shows on this bill they put up that was 2 years old. It was this year that I was trying to get service. Not 2 years ago. Who would wait that long to get a refund anyway?? They gave different amounts each time either myself or ******** called. Final Business Response /* (4000, 11, 2014/10/10) */ I have located the proper account for this complaint. The customer and her mother has been in contact with the Broadband Manager at Microcom. The ***** installation fee is $75.00;however, the tax amount was $4.50 which brought that total charged amount to $79.50. This charge was refunded to the customer when they requested the refund. The monthly cost for a 20gb plan is $69.99 with a $9.99 modem lease fee. There are no overage charged on this plan;however, they do have the right to slow the customer down if they exceed the 20gb's. Our costs are explained to the customer and we would never charge customer's accounts without authorization. There would be no other charges aside from the monthly cost and installation fee. Our hourly residential rate is $85/hour. Our commercial hourly rate is $95.hr. We do not have a $150/hour rate. If the technician were to go to the customer's home and deem no line of site for Exede, the installation fee is refunded to the customer as no installation occurred. There are no funds owed to the customer as they were refunded for the installation charge already.
Problems with Product/Service
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Complaint: Returned the product for refund
Desired Settlement: Would like my full refund back
Business Response: Initial Business Response /* (1000, 20, 2014/06/03) */ Customer ordered **** ******* equipment through Microcom. Customer cancelled their ordered and returned the equipment. The customer has been refunded by check as requested. Microcom check# XXXXX was issued to the customer in the amount of $319.20. The refund request was put in 3/29/14 and the check was mailed 4/22/14. There was a delay as we had to wait for the equipment to be returned before we would issue a refund. Please see attached documentation. ***SUPPORTING DOCUMENTS REDACTED BY BBB***
Problems with Product/Service
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Complaint: I came into Microcom the end of August and spoke to ******* about getting internet through Microcom. I explained to her the *** had been promising us 768kbits of internet service for years and that we had need received it. I ask her at least 6 times that IF we hooked up to Microcom we would get at least 768kbits if we went over our allotted amount of 10G with your company. She assured me that it would be so. She also said she would email me our contract. I have never gotten one.On Sept the 13th the tech came out and put in the Microcom system for 10G. Around Sept the 19th to the 22tnd we were out of our G's and our internet quit working. We did speed tests and had NO response. We were not even able to get 1kbit. I went into the office between Sept 24 and 26th, and ******* was there with ******** They again both assured me that something was wrong with our Microcom because we should at least be getting 768kbits to 1mbit or better even if we were over. ******* said that she was going to sent you an email and explain our situation to you and find out why our internet was not working. At that time ******* told me to call ****** to get a work order started. I could get NO ONE to help me at ****** so ******* set up a 3 way call and was able to get me a work order. On Oct. the 2nd **** from Microcom came out and determined that it was our router that was causing the problem with our internet so we purchased a Netgear from Microcom and we were also give 2G for all our troubles from ******* On Oct 7th we again had no internet. We did test again and again we could not even get a reading from our computer, iPad or iPhone. I went into the office and talked to *******. I told her that we were done dealing with Microcom and to have a tech come out and take everything out. She said she was going to write you an email at that time to make sure that we were out of our contract and that there would be no more money exchanged. I explained to her that we have a business to run and that we Product_Or_Service: Satellite wireless internet service Account_Number: Never recieved one
Desired Settlement: DesiredSettlementID: Other (requires explanation) We want to cancel our contract with no additional payments or penalties.
Business Response: Final Consumer Response /* (2000, 6, 2013/10/23) */ We have been contacted by the business and they have settled our grievances with them. We are completely satisfied with the outcome. Thank you for following up on this.