ComplaintsforRetirementHomeTV

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mother is in assisted living. We set up an account with this business to provide ******* services. Mother wanted to watch her favorite baseball team so we upgraded to a higher tier and ordered a new receiver.We've had service for almost three months and still can't get access to the channel she needs. Many phone calls and emails to RetirementHomeTV but still no resolution. I'd like this resolved.

  Business response

  09/15/2022

  We worked with the resident in unit 145, *************************, to setup an Individual Account at the end of April. The account was created and the equipment shipped for the property maintenance staff to install. Our records indicate that the receiver was installed on May 3rd.

  The residents son, ****, reached out to us on July 26th to let us know that his mother had been unable to watch the **** baseball games. It seems that the channel would show programming until the game started and would then would drop out. While the residents son stated that ***************************, the Facility Manager had been working for some time to resolve the issue, we do not show that he worked with contacted our service department for assistance. We do have several other tickets opened by **** for troubleshooting other issues at the property, along with a request to add the ***** Sports feeds to the properties lineup. On his July 26th email **** indicated that the main reason for establishing the Individual Account for his mother was to provide her to be able to watch the ************** games on ***** Sports, which the property did not provide at the time of his initial request. 

  Our service team reached out to **** on July 26th to gather additional information on the problem, to verify what troubleshooting steps he had taken to provide support. We found out that the receiver would show a 775 error, which indicates a loss of satellite signal, on the ***** Sports channel. Since there were other locations at the property that would pick up the channel, we suggested that he connect the box in another room to see if the channel would come in. The box did display the channel without any issues in a different room, we also walked **** through moving a receiver that we knew worked in a different unit to room 145 and confirmed that he channel would not work in this room. At this time we recommended a technician dispatch to trace down the problem with the signal in the unit, but **** wanted to check the cabling in the closets and connectors before we dispatched. We followed up with **** on July 27th confirming that he had taken the additional troubleshooting steps that he committed to. During this conversation he said that he would test the receiver in the bedroom of unit 145 to see if the problem might be isolated to the living room outlet. We reached out to **** again on July29th, he was short staffed and would reach out to the company that wired the property verify if they could check the coax lines feeding the unit. We followed up with **** on a daily basis, leaving messages, but did not hear from him until August 8th. During the this call he indicated that he had ordered a cable to split the cable feed from an adjacent unit to 145. He also reported that he was starting to receive reports of other units on the same side of the building with similar issues. Once again we made the recommendation of having 1 of our technicians visit the property to address the problems. On August 16th **** asked us to dispatch a technician and setup an appointment for Augusts 19th. The technician traced the cause of the proplem to a defective satellite amplifier and we sent a warranty replacement unit to resolve the problem. 

  We spoke to **** again today and confirmed that the problems had been addressed. 

  Thank You.

  Customer response

  09/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are a Nursing Home and switched cable companies goin with Reitrementhometv and was told us it was HD we would have better service their web site says easy to use remotes and it was a turn key deal,when in fact the tech. Programmed 1 tv and we have probably around 100 he Said the rest was up to me! TVs are all some of our residents have an to leave them without is horrible and their HD and remotes are all extra and was told nothing about extra cost This was on June 1 2022 and we have some residents still without tv because their remote wont program We tried to cancel the contract since it was less than a week old and the *** said it would cost us over ******!

  Business response

  09/15/2022

  I have attached the communication with the customer that describes the points that were brought up in the complaint. All of it was communicated and even signed off on by the customer prior to installing our System. I have left a message for **** and he has not returned my call.

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