Business ProfileforProValue.Net

Cannot provide what they advertise and will take money out of your account without your consent- and then not refund it thinking you will not notice. They will also tell you your internet is running at a certain speed that it is not, and will refund you a measly $40 for several months of only being able to watch one extremely pixelated device at a time.

********,

I have reviewed your account in detail and believe that there *** have been a failing in communication. I will attempt to address the complaints mentioned as best I can without providing any private information. If you would like to discuss it further and in more detail with our management staff, we will be happy to speak with you. 

1. "Cannot provide what they advertise"
- ProValue.Net like many other ISPs can only provide an "up to" service rate. This is due to many factors in relation to the fluctuation of speed available from end user device to destination of service being used on the Internet. As a fixed-wireless internet service provider there are additional limitations with physical obstacles blocking or reflecting signals that *** come after the time of installation, radio frequency interference between client equipment and tower location, as well as certain weather conditions. However, even though we pride our ability to provide those speeds as often as we can, due to changing circumstances they can degrade from time of installation of service to present day. In those events we are unable to identify the degradation of service until a technical support ticket is opened and identified by our support team while troubleshooting your specific connection. At the time of diagnosis we will do our best to resolve that issue as quickly as possible. If we are unable solve the issue due to uncontrolled circumstances, we ask to lower the customer's rate to the speeds we can offer more consistently to ensure the customer is not paying for a service we cannot consistently provide or recommend finding another service provider, as we are unable to resolve the issues due to mitigating circumstances. 

2. "take money out of your account without consent" 
- In the event an account is set to "automatic payments" our billing system will take payment on any balance currently active on any account. Unfortunately, in this case it appeared that our Field Technicians did fail to properly provide the equipment charge in advance to properly prepare you for the expectation of the charge. This is something we have spoken to both technicians that were on site, who did deeply apologize for their error. It was simply a mistake of assumption that the other tech on site had already discussed it and they failed to communicate it amongst themselves as well. We have since refreshed the technicians on proper policy in regards to quoting in advance of any work performed. Due to this error that we acknowledge. We have provided a full refund of the equipment amount that was charged to you prior to the notice of this BBB Review but the check *** have still been in transit.

3. "They will also tell you your internet is running at a certain speed that it is not, and will refund you a measly $40 for several months of only being able to watch one extremely pixelated device at a time" 
- Our policy in regards to credits/refunds is to provide a fair amount to both parties from the date of the ********************** in relation to the issue. In this event the $40 is the difference between your current paid rate of service and the tier just below that rate from the time of your initial contact. To determine the speeds being utilized to your connection, we have a software that does track bandwidth to any connection on our network. Using this we can see that the peak bandwidth on your home connection was between the paid service rate and the rate just below during that time period. Combined with this and our own live testing of speed to your connection, during the time of troubleshooting. We can confirm that the average peak speed of the connection was not to the paid service rate but between that rate and the tier below.

Using the information and policy as provided above we believe we have provided the fair amount of refund, with the information we have gathered. If you wish to have any further explanation of this please feel free to reach out to our **************** or Technical Support Manager and they will be happy to explain things in more detail.

I hope this explanation provides some insight into our policy as we do pride ourselves in providing a service with a high amount of integrity. The concerns you had while put in the context you provided would be frustrating but I assure you that outside of the mistake made by the on-site technicians, they were the standard fair process for ProValue.Net and we did provide a refund in full for the invoice created without prior approval. 

Sincerely,
*****************
ProValue.Net CEO