ComplaintsforServpac Incorporated

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I USED SERPAC AND THEIR OTHER COMPANY FOR INTERNET AND PHONE SERVICE SINCE 01/2017, I HAVE TO PAY A DEPOSIT OF $ ****** ON 1/31/2017, MY CONTRACT ENDED 5 YEARS LATER, WHILE WE WERE STILL DISCUSSING THE RENEWAL OF CONTRACT, PRICES, SPEED AND FIBER OPTIC AND TERMS. WE DIDN'T COME TO AN AGREEMENT, THEY KEEP CHANGING THEIR MIND AND NOT KEEP THEIR OFFERS. I THEN SWITCH BOTH INTERNET AND PHONE SERVICES TO SPECTRUM BUSINESS ON 03/2023, I KEEP EMAILING THEM TO CANCEL AND THEY ONLY AGREED TO CANCELED MY SERVICES ON 4/15/2023. THEY ASKED MY OFFICE TO RETURN ALL THEIR EQUIPMENT LIKE MODUM, ROUTER AND PHONES. THEY SENT SOMEONE TO PICK UP ALL EQUIPMENT FROM MY OFFICE ON 5/11/2023 AT 11 AM. FOR THREE MONTHS, I KEEP ASKING THEM FOR THE REFUND OF MY SECURITY DEPOSIT, THEY KEEP KICKING THE **** FROM MARKETING TO SERVICING. I WANT THEIR HORNEST APPOLOGY AND *** REFUND CHECK. I DON'T RECOMMEND THIS SERVICE TO ANY BUSINESS, THEY JUST DON'T KEEP THEIR PROMISES.

  Business response

  08/22/2023

  Hello *****,
  
  Your feedback is important to us, and we appreciate the opportunity to address your concerns.
  
  As outlined in your original Servpac and Luhina contract, you had initially agreed to a 5-year term, which subsequently transitions into an auto-renewal cycle on an annual basis. We want to clarify that our service structure doesn't include month-to-month contracts; all our services are bound by a contractual agreement.
  
  Regarding your 30-day written notice to cancel services, it coincided with a point where your contract had already entered its auto-renewal phase, with the contract end date set for January 1, ****. While we understand the timing might have created confusion, we want to assure you that we adhere strictly to the terms specified in the contract.
  
  We value your long-standing patronage, and it's important for us to accommodate your needs to the best of our ability. As a testament to this commitment, we were pleased to ***** your request for an early release from the contract, allowing you to exit the agreement 8 months prior to the contract end date.
  
  Considering this unique situation, we waived any early termination liability that might have applied under normal circumstances. Due to the waiver of early termination liability, the standard deposit refund, as stated in the contract terms, would not be applicable in this instance.
  
  We hope this explanation clarifies the situation. We genuinely appreciate your understanding and patience as we worked to find a resolution that aligned with your needs. If you have any further questions or concerns, please don't hesitate to contact us.

  Customer response

  08/22/2023

   
  Complaint: 20487081
  
  I am rejecting this response because: This is a liar, I am still negotiating the new term with your company, we cannot come to an agreement, that's why I look for another company. We don't have any after 5 years will automatically year to year deal, i have all the emails in archive. A deposit is for incase customer not paying bills when they leave, since you said you will waive and let me leave the "contract", you should return my deposit, it's only $ 200, that will should how your company doing business. My time is actually more than the $ 200 dollars, i just want everybody know don't do business with this company. a company that not keeping their promises.

  -When signed up, I was told after 5 years, they won't take back their old phones (they can't give these to new customers) but they came to take it back anyway.

  -Their speed is very slow in internet; they promise to change into fiber optic, after 5 years, they finally pull a line to my office, they said if I remain the lowest speech, they won't change my price, but then, they came back and said, they have to increase my bill, i was mad and i didn't change to FO. I hate company using this to increase my price, so i change to new company.

  -They said I didn't give them back the desk phones, but i sent their pickup email to prove them wrong. (No apology at all)
  
  Sincerely,
  
  *******************

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