I moved into an apartment complex in East Orlando. I was told that the owner of this apartment complex only allows Summit Broadband for TV service. On May 8, 2012 Summit sent a technician to my home to install my services. When I ordered service with Jennifer (Representative with Summit Broadband) initially I was told that there were no up-front costs or expenses. I was not informed that there would be an installation fee to be paid when I received my first bill. I was not advised that I would have to pay for service a month in advance. I told Jennifer that I wanted wireless internet throughout my apartment and was not advised that I would either have to pay $150 for a router or provide my own. So when Sebastian (the tech) showed up I was totally blind-sided by all of this!
Needless to say, I was angry and very upset! She had not paid any attention to what I wanted or expected. I wanted and expected 3 TVs to be connected and because of her lack of attention it was not noted nor was I advised that if you want additional TVs connected that you have to pay $60 each! So I was only able to get 2 out of 3 TVs connected!
I called Jennifer immediately and let the many games begin! I must say that I have never received poorer customer service than I have with this company! I have spoken with Jennifer several times and she is always very rude, argumentative, disrespectful, and such the liar!!! She swears that she told me everything up front but she did not! According to this rude individual she is right and I am wrong simply because she typed notes on my account stating that she told me that I would have to pay a $109 installation fee! If this were the case I would never have signed up with her for service.
However, Jennifer insists that I am forgetful because her notes say so! I feel very strongly that it is disrespectful for a Customer Service Representative to call the customer forgetful and argue relentlessly in the way that she does! I used to work in Customer Service for many years and I was trained that the Customer is ALWAYS right! This is not at all how Jennifer sees it or conducts herself! In my opinion, she is borders on being verbally abusive! I could feel the anger and irritation in her voice!
It is my experience that when someone takes something so personally as she obviously does it is because she knows she messed up! She knows she lies! I suspect she is trying to get me to back down so that she does not get in any trouble. I refuse to back down because I know I am right! I know for a fact that I was not advised of any installation fees! I an intelligent enough to know that I cannot afford to pay close to $400 for cable! I am not irresponsible or forgetful!
Jennifer was the one that did not listen or do her job correctly! She did not set me up for whole home internet or for my 3 TVs to be connected but according to her I am forgetful! She did not advise me about connection fees, an installation fee, or $150 for a router but I am forgetful!
Somehow even though she failed to do her job she managed to twist and turn everything around. I am forgetful because her notes say so! I am to pay $394.43 because her notes say so!
I even discussed this with my Apartment Manager and she even states that they have a deal with Summit and none of the tenants are supposed to be charged an installation fee since we have no choice as to who we use for TV service. However, there is no reasoning with Miss Jennifer because her notes say so! She knows everything and the customers must pay whatever her notes say! I must also say that this is the absolute worst cable, internet, and phone service I have ever received in my life! None of the services worked properly from May 8, 2012-June 19, 2012!
If I am forgetful and did not listen to Jennifer than why is my Apartment Manager under the distinct impression that her tenants are not supposed to be charged an installation fee? Being that the tenants here have to use Summit we are not supposed to be charged an installation fee! So is my Apartment Manager forgetful too? No, Summit just lies to get more customers and then just takes advantage of the unfair situation!
Every week I would call twice on average in reference to problems with all three services. I finally had them turn off the cable and phone because it was deplorable and a complete waste of money! The Cable TV kept pixelating, freezing, and the audio was distorted. They promised to replace the HD cable boxes for us and never did. They use these cheap Pace brand boxes.
The phone would go dead every time the internet went down. Most times if I made an outgoing call the other party could not hear me. That was when I had a dial tone at all!
The modem kept messing up and causing the internet service to be interrupted constantly. Every other day I would have to do several hard resets on the modem in order obtain an internet connection. Most times when I called Tech Support they blamed my router because I refused to get one from them because it would cost $150! However, I had no idea that if you did not pay for theirs they would make your life a living hell by blaming the internet interruption issues on my router. I had to keep calling and keep complaining for them to come out and replace the modem. Then it took them changing out the modem out at least 3 times before they got the internet working properly.
I tried talking with the representative at Summit that works with my apartment manager about the poor service, being overcharged, and report Jennifer for being rude, argumentative, and disrespectful only for him to contact her and for her to call me and emotionally terrorize me some more! She was very intimidating during this call! I could hear the furry in her voice! I feel that she was strongly inferring that nothing was wrong with my service and that I only wanted something for nothing. Sure, I would spend hours on the phone complaining because I have nothing better to do! Jennifer acts as if crediting my bill would come out of her paycheck!
I have even attempted talking with other Customer Service Representatives only for them to waste my valuable time. They either side with Jennifer stating that I will have to pay $394.43 or for them to tell me that there is nothing they can do because of their computer system and I cannot receive any credits until the next bill drops. No one will make things right by crediting me immediately for the poor service and my time. I finally downgraded to only internet and the company still will not take money off and still insists that I must pay them $394.43! It does not make any sense at all that I only have internet and had all of these problems but I still have to pay $394.43!
They promised to correct the issues on many occasions and two technicians came out to my home on June15, 2012 only for the problems to start back up in less than 24 hours later. They had to send a technician out twice on June 19th which wasted my day and Summit does not care about my time. I have talked with Customer Service Representatives until I am blue in the face and I keep being told that I must pay $394.43 by June 5, 2012!
It simply does no good to call these people because they only care about the money. They could care less about your time, your inconvenience, or anything else! It only boils down to the money! I do without the phone now and I purchased a Mohu Leaf Antennae for only $34.95 and now The sad thing is that the picture quality puts Summit to shame! Why is it that a little over the air antennae that hangs on the wall like a picture can give me better picture quality than Summit Broadband can with their insanely high prices? I will tell you why and that is because they are a rip off!
Their slogan is Performance is everything but they do not live up to it! Their website even statesCustomers First which is also a lie!!! I know that since Summit is so money hungry that this will never happen but I honestly feel that only way to make things right after what I have endured is for Summit to give me credit and everything should be free from May 8, 2012 to June 19, 2012! I believe that the reason they treat customers like this is because they can. They were given the rights to be the only TV Service in this apartment complex and they are taking advantage of the situation which is unethical!