ComplaintsforRodeo Internet, LLC

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested internet service from Rodeo Networks (rodeo internet) and elected for the tier 2 plan. Plan promised to deliver speeds comparable to Sparklight Internet. (****** mbps) Install scheduled for Tuesday May 2nd, 2023, at 11:30 am. Was told I needed to be present and install should take *** of one hour. Gave my debit card information to finance on Monday May 1, *** elected to buy equipment vs. renting. Was told router (brand new) was ****** and antenna was *****. Was allowed to split payment of equipment into two payments which would of been 1***** for two months. First payment was ******. Tuesday morning on my way out the door I was shocked to find the installer knocking on my door., as it was 8:30 am. No warning, no phone call asking if it was even ok for him to arrive 3 hours earlier.The installer was here until 12:30 pm! Never went over any of the contract with me nor did he leave me any copies of documentation or customer service numbers. I was just glad he was finally leaving to be honest. Once I went outside I noticed he had knocked over my planter & did not even bother to pick it up. I also noticed this ugly concrete bucket in my flower bed and the coax running through my wall approximately 14 from the floor with no plate around it nor any silicone. The end the Ethernet has a large glob of saunter and the router was broken where the antennas connect. I called them back and told them that was most likely the issue in regards to the discovered slow connection. Tuesday evening I noticed how slow the internet was and I immediately called tech support as well as texted the installer. Was told to run a speed test at speed of.me which reported speeds of 1.3 mbps download and **** upload. Realizing it took 7 minutes to download an app from the Apple Store was not going to work for **** was promised a call back four times, none of which happened. As well as told a tech would come trouble shoot the connection, which also never happened.

  Business response

  06/01/2023

  This is in response to complaint #********.
  
  ****************** was installed on May 2nd 2023 as she had stated. As for the plan speeds, we are not sure if she is confusing us with another provider in the area, but none of our plans reach 80-100mbps. We clearly advertise them on the website. We also record all of our phone calls, and have the recordings of calls with ******************************  It was made known that our speeds start at 8mbps x 3mbps and go to 20mbps x 6mbps max.The installs do take anywhere from 1 hour to 2 hours if no issues arise. That is relayed to the customer prior to installing.  Unfortunately, at her residence, we did have a radio issue that took longer than expected. 2.5-3 hours is correct for her install.  The router was brand new and we have pictures to prove that it was installed new and working when we left. ****************** had called us the day before, on a recorded line, asking us to get there as early as possible, due to the schedule she needed to meet... she had an engagement to be at 12:30pm, the tech arrived at 9:30 and left just before 12:00pm. The contract was gone over and signed by the customer (******************, in person) as well as the approval of the install when completed. The technician left foliage agreements as well as a troubleshooting form, with contact numbers and email address to reach out for help if needed. The "bucket install" was needed on site as the property owner would not allow us to install the Radio (CPE) on the building. Pictures are available of that as well. I (We) as the installer am/are not aware of any planter being knocked over, as the pictures from the install dont show any planters being knocked.  The hole that was drilled was capped with Cable Rings that push into the hole both for aesthetics and weather blocking. Pictures as well.  We have a text thread from ****************** that shows she informed us of the issues and in the same paragraph, asked us to come get the equipment as it would not work for what she needed. We were never given the chance to go back out and fix any issue she explained she was having. I did not receive any phone calls from ******************, only the message thread from *********
  
  Thank you,
  ***************************
  Sales/Installation Specialist

  Customer response

  06/03/2023

   
  Complaint: 20048567
  
  I am rejecting this response because:

  That response is filled with nothing but lies.  Never in my whole life have I dealt with a company of such unethical and dishonest business tactics.  It is absolutely unacceptable to treat the customer as if they are the problem.  
  They never told me the speeds would be that slow, in fact, they claimed to be comparable with my current provider.  Otherwise I would have never made a decision to go with them, thats pretty much a no brainer!!

  I also never told them to get there as early as possible the day of the install.  I had an 8:30 appt., an appt. at 10:00 and one at 12:30.  There was no indication the installer would be arriving that early and it completely messed up my morning.  The ONLY time I made reference to them arriving asap was during the 2 months it took to finally have an install date and I was referring to the actual day!

  He did knock over my planter, however I didnt feel it was necessary to take a photo. I simply picked it back up and put the succulents back in their pot. 
  

  Trying to get ahold of this company is very difficult and to think that is their support line was another unacceptable trait of this business.  
  

  I did not damage the router I called them immediately (or texted) and told them I believe I found the problem.  
  

  The installer left a huge hole ****************************************** silicon- so that is another lie. 
  

  If you read the reviews on this company through ******** 1 out of 10 approximately has a good experience to share.  I assume those reviews are from the employees or friends of.  
  
  Sincerely,
  
  ***********************

  Business response

  06/21/2023

  We had a complaint from *********************** regarding the service, and the attendance of our service technician to her residence. We responded to the original complaint, then she replied with the same things she said in her original response.

   

  Subsequent to this we received a notification by the BBB of her response and wanted to upload additional information. Although the BBB tells us to not include any personally identifiable information, the proof of performance we have has her and our name all over it. SO we are submitting it this way so you can see our response and advise us as to the best way to respond.

   

  From our perspective, and we have transcripts of telephone calls (as we record our calls with customers), written documentation, and other materials  that indicate the sales person did not make any promises outside of the clearly printed website features of the service, and that he did not alter or sign the contracts as we have shown here in the attachments in error, which clearly state the service levels we provide and the fees for same. Additionally we have witnesses via transcription and scheduler that indicate that the request was made by **************** to come early as stated by the installer/expediter/salesperson which is part of her complaint we arrived too early.

   

  In the signed all-in-one document you can see clearly she reviewed the performance and accepted the installation at the time of installation.

  In the signed Contract PDF you can see she reviewed and signed all terms and conditions.

  The ******************* has the letter attached title Blank Rodeo Internet and has suspended the refund chargeback request by ****************** until they determine the correctness of the billing and process. She has not gotten a refund as of this point, the credit card company did not pay Rodeo and has not returned a refund to ******************. As of the date of this writing the ******************* has the status Pending Internal Review on the transaction to pay Rodeo.

   

  We also included a comment she posted on ******** regarding the contract. She claims she was intoxicated when she signed it. Our installer could not confirm that she was indeed intoxicated. We have additional photos of the site and equipment if needed. We can also provide either transcripts or original phone recordings regarding our telephonic interaction with ******************.

   

  The All-in-One shows she approved the installation and noted nothing out of the ordinary at the time of installation. We feel ****************** is not justified in her request or complaint given the evidence we have been presented with. While we attempt to make every customer satisfied and happy with our products and services, and will go to great lengths to do so, we dont think ****************** is justified in her complaint . We DID reduce the amount we are allowed to charge per the contract, and we want to make sure we get compensated for the broken router.

   

  Please advise as to how best format this information and where to post it to further our response to the BBB.

   

  Respectfully,

   

   

  JP

  Rodeo Networks

  Customer response

  06/22/2023

   
  Complaint: 20048567
  
  I am rejecting this response because:
  Again, it is filled with lies and rewording things to try and excuse their unprofessional behavior.  
  since when is an installer a judge and jury on these matters. They are over the top in their justification for their unworthy service they provide.  
  I have no reason to lie or try to bad mouth this company, I am only reporting the truth.  
  Facebook LC Reviews is one of the forums I would check on this companies reputation.  There is at least 20 local people who have came forth against this company by posting their honest experiences.  Are they going to claim all those people lied too?

  The bottom line is this is a shady company with unethical business practices that misrepresents everything they charge us for.  Like I said, I have no reason to lie. 
  

  The installer is well aware of the truth and this approach (or lack of) to resolve this should display their intentions completely.  
  

  I have faith in the system and the competency of the BBB to see where the fault lies honestly.  
  

  At this point I would like a full refund and will relinquish the apology expectation.  Clearly this company has no intention of admitting any fault or dishonest integrity.  I also do not care to hear anymore of their No fault correspondence.  All they had to do was issue a refund.  Since they can not provide speeds comparable to Sparklight like they trick the customer to believe they are not worthy the healthy fee they charge.  Try to get a call back from their customer service, accounting or technical support and you will see what I mean. 
  

   

  Sincerely,
  
  ***********************

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