ComplaintsforBrotherly Technology LLC

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  May and June 2023 $106.99 both billing cycles for total of $213.98 Internet services (unfulfilled) Service was down for the entirety of May 10th-June 27th when I finally cancelled Business refuses to refund Account name ****** ******** (number unknown)

  Business response

  07/25/2023

    Brotherly Technology is a no contract company of service. Customer agreed to pay on a month to month basis for services rendered. Customer did receive service that they claimed they did not have during time frame of complaint. Brotherly Technology does have documentation and can provide proof  of service and data usage for said time frame. Brotherly Technology’s policy allows the customers the right to cancel service at any time for any reason. Brotherly Technology also has a Customer Service phone number with a direct line to our scheduling department for any issues or concerns our customers may have. This number was provided to customer and is located on every invoice. This  customer had an issue prior to complaint and was scheduled to have technician troubleshoot at customers location of service. Customers issue was resolved and technician left customer satisfied, Brotherly Technology did not receive any other call or complaint from them up until now. We explained to customer that we would not issue refund because we have records of data and usage and also reminded them that if there was in fact an issue we never received a call or message from them informing us with such. We apologized to customer but everything on our end is accurate and factual.

  Customer response

  08/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  
  Our whole home is ran off wifi devices that were constantly attempting to pull data to function. I'm sure there was minimal data usage shown as our service was spotty and unreliable but would randomly function for moments at a time throughout the day. The service that was received by the company was not even enough to make phone calls. I had to drive to town to send simple emails as the data at home was not functioning well enough to do even that. If they have proof of data usage for those months I would love to see it and also for the months prior to compare the services and data usage when our service was actually functioning properly. I also attempted to allow the business to fix our issues instead of canceling right away in an attempt to be a decent human being which it obviously shows is not being reciprocated. In my provided documentation I reached out MULTIPLE times to the owner directly (not through the customer service line as I had left messages through that line previously and the calls were never returned) and can go as far as to pull phone records for my husband as well and his multiple phone calls made to the owner in regards to our issues during this time frame. It was stated that a technician fixed the issue and customer was left satisfied in one visit and that is a blatant misuse of the term "satisfied", also shown in my documentation, as a satisfied customer would not reach out with repeated concerns that the service was going back down (admitted by the owner) moments after each of the technician visits. Again, my documentation shows repeated messages to the owner directly and that multiple service calls were made, not just one, none of which ever fixed the issues more than a few hours. Sincerely,
  
  ****** ***************

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