I am writing you to let you know of the very poor customer service the Community Development Center has received from Aquis Communications. We have been doing business with Aquis Communications for 4 years; and have continued to receive little to no response to issues having to do not only with the service, but also the equipment.   We have had two pagers from their company and had problems with one from the beginning.  Although we did have a warranty and attempted to follow up with Aquis customer service, on March 16^th, we were told by Sarah, a service rep with their company that the warranty had expired so that the company would not replace or repair the device.  At the time we agreed to contract with their company for the two pagers, the CDC was assured the equipment was new, but in her conversation on March 16^th, Sarah noted that the pager was actually a refurbished unit when we received it.   

When she called to cancel the service on the broken pager, Melissa Godfrey, our office manager, was told on March 23^rd by Erica, that the service would be cancelled, but that we would be charged for the full month of March. New problems when Melissa called to cancel both pagers today. Ms. Godfrey was told that in fact the service on the broken pager was not cancelled as of March 23^rd, and instead the Community Development Center would be charged for March, April and May because the request to cancel the service was not submitted in writing on March 23^rd per Aquis policy.

Another concern is with issues experienced by our business manager who has noted frequent errors on the billing statements. When she attempts to follow up on these, once again we have encountered continual problems as we contact Aquis Communications representatives.

In calls to Aquis customer service, when asked to speak to a supervisor to follow up on the complaints, we are told that supervisors are not available to address customer issues. Instead we have been directed to leave a message and that a supervisor would return the call. After leaving a message following the March 23^rd customer service call, we have still not received a call or response from a supervisor or management at Aquis. Again, we feel this is a very poor example of customer service, how can a customer service supervisor not be available to answer customer concerns and complaints?

With these ongoing service and equipment problems, the CDC has decided to cancel the service with Aquis Communications so that we can locate a more responsive communication company.

We are a nonprofit agency that works solely with developmentally delayed children and adults. We operate on a minimal budget. Due to inoperable equipment, therefore I am requesting consideration be made to reduce, prorate or remove the March, April and May payments from the CDC account. 

I hope, by sending this letter, I am not only advocating for the fair treatment of our company, but also alerting you to some serious problems within their company. Please note, the Community Development Center is forwarding this letter to the consumer advocacy groups listed below in an attempt to communicate the serious nature of the inadequate service delivery Aquis has provided.