ComplaintsforMonroe County Electric Power

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24, 2024, a storm came thru with strong winds knocking a tree branch onto my fiber cable which caused damaged to it due to it snapping in half. On Tues. May 28, the tech came out and replaced the cabling. He did not once mention anything about a service call or a repair for the line. On June 1st I received the bill with a charge for both on there. I reached out and spoke with ***** who agreed to waive the $75 for the service call but not the $50 for the repair of the line or the $8.75 for tax. She stated that it was my responsibility to pay for it. I did not cause the damage to the cable and don't feel that I should be responsible for paying to fix something that was caused by an act of nature and nothing on my part.

  Business response

  06/28/2024

  M-Pulse Fiber seriously evaluates each complaint that is received from customers concerning our business practices.  The damage that was mentioned in this complaint was not caused by strong winds knocking a tree branch onto the fiber drop to the residence.  *********** drop was not damaged.  The damage was between the *** (Network Interface Device) which is mounted on the outside of the home and runs to the ONT ******** Network Terminal) inside the home.  This area is referred to as the push fiber.  There was no indication that a tree branch broke this fiber line.  On the date of the service call, the service technician made repair notes of the description of work performed on the Service Tech Form.  This form clearly states that any repair costs incurred from damages that are deemed NOT to be a fault of workmanship or manufacture is the customers responsibility. This form also discloses the service call charges.  ************ Tech Form was signed by the customers spouse who was present at the residence at the time of repair.  The $75 service call fee was waived as a courtesy after the customer contacted the billing department.  The remaining disputed amount of $58.75 is only the material cost for repairs.  This amount does not include any labor. M-Pulse Fiber believes waiving the service call fee along with only charging for the material cost of the repair was a fair business practice in this circumstance.

  Customer response

  07/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21851178

  I am rejecting this response because:

  Regards,

  *****************************

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