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Report: #750707

Complaint Review: Primecast - Pompano Beach Florida

  • Submitted:
  • Updated:
  • Reported By: magicguy333 — Antioch Tennessee USA
  • Primecast Pompano Beach, Florida United States of America

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The apartment complex where I live uses Primecast for the TV service through DirecTV, Internet, and phone.  Since day 1 has been having all types of problems; specially technical; but now even more when it comes to billing.  On the bill that received for July things got worst.

This is the e-mail that I sent to Primecast:

Upon receiving the new bill today in the mail brings a problem being much higher than what it has been before and what was told that it would be.  To add to it, no services has been added or changed prior June 25, 2011 adding HBO but that won't be affect this bill and will be next month.

Since day 1 has been having ALL types of issues with your service - you name it !   On August 16 will be 1 year of having your service.  Not 2 bills have ever been for the same amount each month.  Within the year it has been only 3 services changes to the account.  HBO was canceled, the phone service was canceled, and now adding again HBO. 

When called customer service and questioned the charges on this bill was told that they realize they missed a $10.00 HD Entertainment package charge, and a $7.00 DVR Entertainment package charge, but they realized that in May it has never been charged.  Now they are charging that and have said that they can go back to the original time that we got the service and charge for the whole year because they said were supposed to always been charged for it.  Also on this month's DirecTV charges are being charged double because Primecast did NOT charged for the DirecTV charges last month. 

On top of this were told that in August the $24.00 DirecTV Spring promotion credit will end adding an additional $24.00 to the bill.  As of today I have been told that without HBO for next month the bill will be $117.00

This apartment complex has a flyer from Primecast in which clearly advertises a PROFESSIONAL package that includes ENTERTAINMENT PLUS (CHOICE plus HD Channels & DVR Service), plus Supreme (15M/3M - Home office and online gaming), plus Unlimited Voice (Unlimited nationwide calling + 9 calling features including voicemail) plus Home Office & Gaming Optimization (Includes Static IP, higher bandwith bursting, higher prioritization) for $129.99 per month.  Also it clearly states this is for new or existing customers.  I am attaching a copy of this for your information. 

When asked if going to be paying $117.00 for 2 services why can not have this promotion ?  Was told that was not eligible for it because I have a $5.00 National Spring 24 mo. email promotion. 

To summarize, when we got service installed in August 2010 were told that the monthly bill will be about $85.00.  Then when started having issues at the beginning of the year after the phone service was canceled were told that the bill was going to be about $95.00 which is an increase from having 3 services.  Now still only have 2 services and they are saying that the services will be $117.00 NOT including the premium movie channels.  So, how come when had ALL 3 services was less money than now that have only 2 services it went up and now with other changes is going up again ?????

On an additional note was told that had a 24 month agreement when originally had no agreement at all and a month to month.  Never agreed to any commitment agreement. 

Explain ALL this ?    

Also they are saying that in August it will be another $24.00 which brings the bill close to almost $150.00 for the same 2 service that has since March. 

Being this the case you are MORE expensive than the other companies when your advertisement all the time says: "Lowest Price Guarantee". The same applies to your advertisement also says "Outstanding Customer Care" and "Unbeatable Products and Services".  All this is clearly a lie !!!!  

Unfortunately this apartment complex is ONLY wired for your service, Primecast, and there are not other choices.  If there were, such as Comcast, will switch to them but are stuck with your service since is either that or nothing.  It is a shame since it is a great apartment complex and the only bad thing here is Primecast. 

This report was posted on Ripoff Report on 07/08/2011 01:31 PM and is a permanent record located here: https://www.ripoffreport.com/reports/primecast/pompano-beach-florida-/primecast-is-no-good-at-all-not-only-with-their-service-that-sucks-but-with-their-billing-750707. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
2Author
2Consumer
0Employee/Owner

#4 Author of original report

responding to Drask comment

AUTHOR: magicguy333 - (USA)

POSTED: Thursday, January 19, 2012
Drask:  I know what you mean and how it is to go through what you are going through with Primecast since as my original posting about them has been only one problem after another one.  

Took me over 1 year to having the problems fixed with their billing and service but still they are not 100% good and they suck ! 

Have to tell you that unfortunally when you start getting service with them everyone automatically gets put on a 1 year contract.  That is why your neighbors are being told what they are being told when trying to cancel. 

Also, are you getting internet service through them too ?  Asking since if you do wondering who you are going to get internet service through if you cancel them all together. 

Here in the apartment complex where I live is Primecast for TV/Phone/Internet or nothing.  
It is not wired for any other company and is exclusively for Primecast.  

I currently don't use their phone service since it sucks and use my cell phone for everything.  A while back I was using Vonage and it was great.  Cancelled it since had no need to have a local phone anymore.  

I was able to fix all the problems and going over Primecast Customer Service people that don't want to do anything to help as you know very well, by contacting the actual company who owns them that is Connexion Technologies.  Got a hold of a top manager and dealing within him directly was able to fix things so far.  

I don't call Primecast Customer Service number for anything anymore.  I call Connexion Technologies Corporate Office directly and DirecTV as well. 

I hope this information helps.  

If you want their corporate office contact let me know. 
You can e-mail me directly at magicjavi3@gmail.com and I can provide all the information to you. 

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#3 Consumer Comment

Forced to have Primecast!

AUTHOR: DRASK - (United States of America)

POSTED: Thursday, January 19, 2012
Our community is a multi unit complex owned by individual site owners, last Spring we were "Sold Out" to Primecast, who promptly came into our community, destroyed our streets (to this date, have not repaired the damage from laying their lines) and forced us all to use their terrible service. Not one person in this 400 unit complex is satisified with the customer service, the billing or the general experience and numerous complaints have been filed.

I have NEVER received a proper timely billing. I have NEVER received ALL of the discounts I had with DirecTV and in fact I pay significantly MORE money that I had with DirecTV! I NEVER paid more than $95 WITH HBO or SHOWTIME, and now WITHOUT those premium channels I pay in excess of $105 easily a month. Of course, stating again, that I NEVER have the same bill each month!

I have TRIED and TRIED to be nice on the phone with their customer service team and they strike the first blow each time I call by being just terribly rude and STUPID! They do not know what they are talking about, they will NOT let you get a word in and just blow you right over with what they feel is fact and there is not a dang thing you can do about it in their opinion.

Primecast has our community over a barrel, we can not use Dish Network because they do not want to even come into our community for new service. We can use a local cable company but we will lose the "benefits" afforded to us by DirecTV. I was extremely happy with my service from DirecTV for 9 years, but I have never once been happy with Primecast. I feel betrayed that we were sold out to Primecast and I feel they need a lesson in manners and schooling in general.

I am disgusted and am near the breaking point to just cancelling their service, which I do NOT have  a contract with them so they better not try and charge me a cancellation fee as they have tried to do to my neighbors. I feel its almost better to watch television on the internet then to deal with these morons!

Trying to speak to a supervisor is no better by the way, they are MORE rude than their lesser counterparts!

Good luck to any who willingly deal with these horrible people, and my condolences to those who have the misfortune of being stuck with them right now.

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#2 Author of original report

Response to Primecast Team

AUTHOR: magicguy333 - (USA)

POSTED: Tuesday, July 19, 2011
Primecast Team: I am responding to your comment on here. I contacted directly the account manager from Primecast that is assigned here to VantagePointe Homes and it was more nightmare than help. Very unprofessional and caused more problems. All the contact was done via e-mail and have all the proof in writing to prove it. And just to get an idea, since wasn't got nothing solved from calling your customer service number; and this has been since day one that got your service; always end up contacting people in the upper management within the company Primcecast/Connexions. She had the nerve to tell me that not to contact anyone in upper management or anyone in Connexions technology. Hmmm !!!! All I know that as of this time nothing has been solved and all a big lie ! This manager also said that I am locked into a 24 month commitment with DirecTV when never signed such thing and then again who in the right mind is going to sign a 24 month contract when only signing a 1 year lease ? Also I contacted DirecTV and found out that there is not such 24 month commitment with them. When I asked her again about it she kept saying that yes do have a 24 mo contract. Again more lies and bs ! Each time you talk to someone is a different story and things get worst. No help and such. So there you have it, I already contacted your customer service center as you mentioned and they have been no help at all, like been since day 1 and such. Again as I said before, based on my experience and my opinion, I don't recommend anyone to move to any property that uses Primecast ! Also people, remember, they do what they do because they know you have NO other choices since the properties like this one, that uses Primecast, they are not wired to use any other company and they know you have no choice. Is either Primecast or NOTHING ! I have also filed a complain with the FCC and Federal Trade Commision against Primecast for their business practices and service issues.

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#1 UPDATE Employee

Primecast Response Team

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

POSTED: Tuesday, July 19, 2011
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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