Complaints

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently moved into new home in area of new construction. My options are limited for obtaining internet and Taylor Electric Company is my only option. I spoke to an employee over the phone and requested an install date but was told that I would have to wait 1-2 weeks before being called by a technician. I asked about a confirmation number but was told they didn’t do those. I was told about a service order number which the lady told me didn’t matter when I requested it. After waiting nearly a week I called back and the same employee over the phone mentioned that I didn’t wait long enough and now told me it could take 2-3 weeks before I would hear anything. I asked if there was any list or if I could get some type of confirmation that my request was being tracked. She told me that there was no other option other than waiting for a call back at an undetermined date. Subsequently, my wife and I went online and submitted two separate requests for internet. Again, no confirmation was ever provided besides an automated email saying they received our message. We really need internet because my wife does online school and we both work from home. Additionally, our home security relies on internet. We both mentioned these when we put in our requests but we were never offered any solution for our predicament. Finally, after over two weeks of waiting for a response, my wife got an email asking if we would be available for a service install on 31 August 2023 (this would be 9 days out from when email was sent). We really need internet as soon as possible because my wife is unable to finish her school, my home is unsecured, and our work capacity is limited without internet. We already had to wait more than 2 weeks just to get contacted about our request. Nobody from this business is doing anything to expedite service. It would be a really quick appointment. We move a lot because we are both active duty military and we know how quick it is to do an install. Please help.

  Business response

  08/29/2023

  "Re: Case ID # 20519382 -
  
   Thank you for reaching out to us. We take great pride in our service to our members. We did look into this, and the fiber service was not ordered until after we hooked up their power.
  
  I wish we could get to everyone faster, but unfortunately, we must install the fiber lines into the home, and we take care of everyone in the order they come in.
  
  We're scheduling those appointments two weeks out right now.  
  
   We have contacted them with an appointment to get installed this week."

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20519382, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

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