Company Response
11/22/2022
Please note the complainant is not an Authorized user on this account in question. 1. Santa Rosa Communications does not require any customer to enter a contract when receiving services. A customer may choose to enter a contract to receive lower monthly pricing. a) Based on the singed quote on file, which was presented to the customer, they chose to enter a 60-month contract for wireless service to get the lowest monthly price. 2. The Quote and Agreement presented by Santa Rosa were signed by Mr. Rodas (Manager) who is listed as an authorized user in addition to Mr. Rowland on the Bud's Care Acct on 08/19/2020 for this additional service starting 08/28/2020. 3. Bank draft for Auto Pay was already established by customer on Bud's Cafe's existing account and setup on 11/13/2018. 4. WE NEVER require customers to sign contracts, it is always their option. 5. In May of 2022, Mr. Apple (Business Account Executive) was contacted by Melissa Burke from 940-886-6957 who was subletting Bud's Cafe. a) She stated she wanted to get internet and phone installed using the existing number 940-658-5100 (Active Telephone Number for Bud's Cafe at the time). b) Glen informed Melissa that internet and 940-658-5100 were still active at the Cafe and without permission from the current customer, we would not be able to cancel their service to install new service. c0 After further discussion, it was determined that the best option would be to do a Change of Ownership/Name Change on the active account. d) Glen printed up the name change from and emailed it to Melissa at her provided email address and followed up a few days later at which time she stated she was unable to print the document, so he printed out the document and took to her for signature. e) Once Melissa was informed there was still approximately 35 months on the existing contract (and Lee had still not signed the Change of Ownership/Name Change form) she decided she did not want to assume that existing contract. i. Melissa's company NEVER entered into any contract and was NOT charged for services rendered at any point as no services were ever established. 6. Lee later called Glen to discuss options, where Glen suggested adding the monthly recurring service charges to the rent for Melissa to prevent breaking the contract. lee did not want to do this. a) Glen then reminded Lee that there was still approximately 35 months remaining on his contract. According to Glen, Less stated he just would not pay it and requested to speak to Glen's supervisor. 7. On 07/25/2022, less called Glen from 940-235-7284 and told him that Melissa had moved out of the Cafe and he wanted to cancel the services. a) After being notified again that there was a balance on the account with time on the contract remaining, he told him he did not care and wanted it cancelled. Services were cancelled effective 07/25/2022 per the customer request. 8. On 09/10/2022, Lee was charged the balance remaining on his contract ($3,438.31) to his bank account on file per the Termination clause on our Signed Agreement and Early Termination clause on the Signed Quote. (refer to Santa Rosa Communication Signed Service Agreement). b. Santa Rosa Signed Quote for Services Rendered: Early Termination Fee of the agreement will be monthy fee, multiplied by the remaining month(s) of the agreement. 9. Lee called Glen to discuss the $3,438.31 draft from his bank account. Glen then went by Lee's place to discuss. a) Lee informed Glen that he was re-opening Bud's Cafe and needed internet and phone. b) Glen told him he would get it scheduled at which time lee asked him to work on getting him a refund. 10. After Glen followed up on a refund status for Lee, it was decided that Santa Rosa was not going to offer a refund but would let him carry a credit which he had no interest in. Glen spoke with him on 09/27/2022 where Lee re-iterates, he does not want it re-installed till he is refunded the money. 11. On 10/04/2022, lee called Glen again and asked where his money was. Glen informed Lee that we would refund his money if services were reestablished under the remaining 35 months of the contract. Lee then told Glen he wanted 2 months free in addition to the refund, which we declined. a) ** FUL REFUND was offered to Lee upon re-establishing services with Santa Rosa Communications, but was not process as lee was wanting an additional 2 months credit which was denied. 12. Currently, there is no active internet service as this location, and the account for Bud's Cafe is paid in full, fulfilling its original 60 month contract. 13. Due to the length of time services have been inactive, refusal by customer to both offers provided, the liable nature of the negative posts made on social media by Ms. Rowland, accusations to the BBB, PUC and FCC and time and resources spent on this, no offers are still valid, and we consider this matter closed.
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