Marlon Hodge sent a message to Thomas M. Rutledge Chief Executive Officer and President of Charter Communications, Inc. Email Address that said:
Good Evening Mr. Rutledge,
Im emailing you as a last resort to obtain services; my wife and I had a home build and moved in the last week of May. The week before I called to setup internet service with your company and was told a tech would be out. The next day I happened to be at the house and a tech showed up to see if my house was severable being that this is a new area but we were the last house to be completed I assume we were so I was surprised when the tech told me my address and my nearby neighbors where all in an unserviceable area. I must also note that the tech said the customer service rep entered my address as 3907 instead of 2907 an error which still haunts me. I talked with my neighbors some that had been there months before and they all said the same thing, a tech came out and we havent heard anything since. So I called to follow up, and follow up, and follow up, each time having to go through the same process of explaining that the incorrect address is listed each time waiting as I have to be transferred to get my address updated. I was finally giving a date of July 31st, that data came and pasted, I was giving a date of the end of August that date came and passed as well. I got excited when the utility company ran underground housing from the front of the neighborhood to our section, but thats been 3 months ago. In October I was giving info from a rep in construction that my home was serviceable and that lines will be ran on the 12th of October, so I set up an appointment with a tech for the 16th. I took the day off to be home, when the tech showed up, I was giving the news that as told before my home is not serviceable, needless to say I was very disappointed. The tech was great though, he even flagged down a guy in construction driving around surveying. He was nice enough to take my information down and research what was going on for me. He called me back the next day after I was on the phone with a rep that informed me that I would have to personally pay for lines to be run to my house to tell me that he talked to the PM over the project and it will be another month until lines will be ran. I was called personally and told that the completion date would be Nov 17th, still disappointed and refusing to go to ATT or Direct TV I waited. On Nov 17th I called to inquiry why work hadnt been done or completed I was told that the completion data got moved back to November 26th. I asked the rep, first how do I keep you accountable for what you tell me and second, with next week being the week of thanksgiving will this be moved back again? I was told the project was on track. Regretfully the 26th came and passed like all the other dates I was told and still no service. I called a rep in construction yesterday and I was told that my address is not in the system and hasnt been updated since July, which I know Ive called a least a half of dozen times since then and that I would have to start the entire process over with the new correct address that was entered in initially. This was almost the tipping point, but fortunately the rep found the work order for my subdivision that did not have any addresses attached to it, he said that he would attached my address to it and that he has emailed the PM over the project to get a completion data and/or status as the last notation was in July. Mr. Rutledge, it should not take more than 7 months in my case and over a year in others to be able to get services. I am a Business analyst by trade, project manager by profession, and a process nerd for fun, it seems that the process is not working as smoothly as it could and the ball is being dropped by all departments involved. Could you please help me with this I received an email with an appointment dated for January 18th 2018, in which I not sure I can hold out that long, I had at least hoped to have service for the holiday season.
Thank You
Marlon L. Hodge
