• Report: #739073

Complaint Review: Primecast

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  • Submitted: Fri, June 10, 2011
  • Updated: Mon, March 26, 2012

  • Reported By: Josh — Denver Colorado United States of America
Primecast
3800 Park Central Blvd N Pompano Beach, Florida United States of America

Primecast Saying I signed a paper (can't prove it) for a repair visit (that never happened) then charging me for it! Pompano Beach, Florida

*Author of original report: Primecast is breaking the LAW

*Author of original report: Some progress, but still....

*UPDATE Employee: Primecast Response Team

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We switched to primecast a few months ago and were told by the guy going door to door at our complex that since it was a new system, that if there were any problems, just let them know so they can get it worked out.

A month or so into our new service (internet & TV) the Tv with DVR was not recording what we had set up, do to weak/loss of signal. We reported it and THEY wanted to send someone out to check things and make sure it was nothing of theirs causing the problem (which I knew it was and tried to tell them).

I received a call from the technician awhile before he was to show up. He informed me that he checked the status of our complex and found out that it was a site wide problem and that him coming over would do nothing. So, he said he would cancel the service call and that we should just wait it out. We did and the service got better.

NOW, in the last week or so, when I was making a payment online, I noticed that our amount due was way to high, called and was informed that there was an $85.00 fee for a service call made. We informed them that the service call was not wanted by us (they decided to do it, we didn't ask for it) AND the guy that was going to be doing it, canceled it since it was a site wide problem, not just us.

They put in an report on it and told us we would hear back on the issue. A few days goes by and we received a shut off notice in the mail so we again had to call them to find out what was going on and was informed that the fee was not going to be taken off, and that if we did not pay it, service would be shut off.

So, primecast here in Denver, CO (HQ is in FL) is charging us for a service visit that never happened and was NOT ordered by us.

On the phone, they informed me that I signed the service receipt, however when I asked them to prove that I had they changed the subject and refused to prove to me that I signed for this service visit. The ONLY time I have signed ANYTHING was the day I signed up for the service, never again since. NOR have we EVER has ANYONE from primecast come to our home, let alone at our request.

I thought that maybe primecast forged my signature, but they can't even find/prove that I signed for it. But they say that "I signed for it" so it "must of happened".

This is a crime in some way. I am NOT going to pay for something that NEVER happened. Their service has problems and then ask the people to report them so they can "provide a better experience" then lie and say I ordered the repair visit, then signed for it so I must pay $85 dollars.

This is got to be the biggest joke I have ever heard of! If they can prove to me that I signed it, I would pay, BUT I DIDN'T! I was not even HOME the time they "say it happened". This is a corrupted company that upon a simple search can be found at the heart of thousands of problems like this and others.

PRIMECAST IS A LYING CHEATING COMPANY! DO NOT GIVE THEM YOUR MONEY!

This report was posted on Ripoff Report on 06/10/2011 12:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Primecast/Pompano-Beach-Florida-33064/Primecast-Saying-I-signed-a-paper-cant-prove-it-for-a-repair-visit-that-never-happene-739073. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Primecast is breaking the LAW

AUTHOR: Josh - (USA)

We have finally reached the end of our contract with primecast & contacted them to end our service and to remove our credit card from auto pay. We were informed that only a higher up person could remove our auto pay. We called this Tanisha, I believe it was, and were informed that she was "to busy" and would call us back in a couple days, and that nothing would happen until we talked to her as far as new charges. 3 days later (today, the 26th of March 2012) we have still not heard from the person we contacted, and today a $250+ charge went through my card. I have contacted my financial company and filed a claim against this since I informed them to send us a bill from now on, and that they were not to use my card anymore. Our contract was up in February, we paid our last months bill, and informed them that we wanted our card removed from autopay, and today they charged us over 2 months worth of service AFTER the fact.
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#2 Author of original report

Some progress, but still....

AUTHOR: Josh - (USA)

Update:
After continuing to insist that we did not have a technician come to our house, & that we are not going to pay, the put us in contact with a VP or high up manager. While talking he 'said' he had the service receipt in had and that my signature was on it, and that it looked like my other signature.

We asked that he send a copy to use to prove it via email. He said they could only use a fax, well being the 21st century, I did not at that time have a fax hooked up. He told us to give him a call when we were ready to receive the fax.. A day or 2 goes by we receive a call from a woman. She informed us that if we wanted to sign up for their "insurance program" (covers service calls, damages and in basic anything that could go wrong) that they would drop the $85 service fee, and it costs about $10 a month. I figured that it might keep this issue from coming up again and would not have to pay out $85+ to keep service going (even though I traded a $85 fee for a $120 a year service).

Now, we are still with them, we have the insurance in case we ever really do need them to come out and are not paying for a service call that never happened. So, a plus for sure, but still not happy that we were forced into getting the insurance, even if it might cover me from any problems later, still not happy with how this all came down.

*NOTE* The response from primecast to this report was made after above listed events. This case is closed in primecast's eyes, however I still wish everyone to know how this company works.
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#3 UPDATE Employee

Primecast Response Team

AUTHOR: Primecast Response Team - (United States of America)

Here at Primecast, we pride ourselves on giving our customers the best
there is to offer when it comes to television, Internet, and phone
services.  We also strive to extend the utmost care to our customers, so
we went out on the web just to find customers in need!  Primecast would
like to sincerely apologize for any difficulties or inconveniences you
have come across, especially if you are not receiving
the customer care you deserve from us.

 
So when hiccups happen, we are always willing and able to assist
you in resolving any issues you may have. Please contact our customer
service call center at (866) 671-1117 or email us at ResponseTeam@goprimecast.com
so we can help you right away with any of your concerns.  We look forward to hearing from you and appreciate any comments/suggestions you would like to share. 

Thanks!

The Primecast Team
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