Mercury Wireless

Extremely slow internet, promised broken and deadlines missed time after time. Took 3 months with weekly calls to get tech out. Yet, when I cancelled, they were there the next day. Hmm...

Contact information: 6714 Pointe Inverness Way, Fort Wayne, IN 46804 Mercury Wireless | www.mercurywireless.com | (800) 354-4915 Garrett Wiseman, CEO - garrett.wiseman@mercurywireless.com When I found Mercury Wireless on the internet, I contacted them and inquired as to if I would be able to get service in my area. They checked and assured me that they had service in my area. I scheduled an installation for 9AM in late September 2014. They cancelled at the last minute because the installer (Matt Dietz) was "sick". They rescheduled for the next Saturday at the same time. I was not happy because I had changed my schedule around for the installation. They did say they would waive the installation fee because of this and I was ok with that. The day of the next appointment when no one showed up or called at the scheduled time, I called Mercury Wireless to be told that they had scheduled it for 11 am. This was NOT the truth, as I stated before it was to be at the same time as the original appointment (9 am). So I had to wait until 11 now. He did not show up until 1:30 PM! Finally, they did get everything installed and it worked great! I was asked to sign a blank screen of an iPad to acknowledge the installation. I was not given a copy of what I signed and I never signed a contract. For about a week or so I called to try different plan options to see how they compared and they obliged. Then about two weeks into my service, the original installer called and left a message on my cell phone telling me that he really messed up and connected me to a tower that was being decommissioned and that they would not be able to provide me with service! I was not pleased to say the least. I called to speak with someone in charge and was finally connected with Blake Wiseman. He confirmed what the installer who called had said. He stated that the tower they connected me to was being torn down and that when they had bought service company in our area they inherited some very badly negotiated tower contracts. However, he assured me that they were working to get another tower up and running in my area that would provide me with service and that once that was up and running that he would make sure that I was "taken care of" and would be provided a good "deal" because of all this. I asked that he keep me updated and he said he would. After our conversation, I emailed him and asked him to: Provide me the location of the tower so I could verify his "story". Keep me updated every 2 weeks as to the progress on the new tower. Provide me with the name of the CEO/Owner of the company. I also informed him that I am not giving permission for any equipment to be removed until I verified the tower "story". He did not respond and did not provide any of this information. This was just another example of the POOR customer service I received. When I followed up again (since he made no effort to do so) I was told they were hoping to have the tower up in two weeks. I waited the two weeks. During this time my internet did stay connected, which I was grateful for. I contacted Mr. Wiseman again and another "site survey" was set up with their customer service department. Since I was not going to be home, I asked if it was necessary to be home and I was told no by Matt Sams in the Customer Service Department. So I gave permission to do the site survey but not to remove any hardware from the premises and they confirmed that they understood this. On the day they came to do the site survey, a man named "Joe" that works for Mercury Wireless knocked on the door and my 16 year old son answered the door. Joe asked if we were having issues with our internet and my son told him that "his parents were not home". My wife had left him in charge of his siblings while she ran a few errands. Joe proceeded to walk past my son and enter the home without permission, knowing that only minors were present! This was alarming to my children and my son immediately called his mother who told him to put "JOE" on the phone. She told him that we has checked to see if he needed to be in the home to do the site survey and that we were told "NO!". She then told him to get out of our house immediately. He left. When I heard about this I called Matt Sams in Customer Service and left him a voice mail. He returned my call and told me that this was not acceptable and that he would be escalating the matter. I was then told that the site survey failed and that they would not be able to provide me with service. I called to speak with Blake regarding this incident and about the problem regarding the site survey. He was very unhelpful and I confronted him about the tower locations. He stated that he doesn't give out that information. I asked him what city the new tower was in and he couldn't tell me as he stumbled around and then said Syracuse. I confronted him about who the CEO/OWNER was and he finally stated that he was the COO and that the CEO would only refer me back to him. He still would not provide that information. I had also asked for a copy of our "contract" and he said he would supply this. (He never did and to this day I have received NO COPY of a contract that I supposedly signed.) I believe that the site survey was just an "act" to be able to get rid of us as customers, since they had messed up so much and couldn't keep their "promises". This would be evident since "Joe" obviously didn't know that he was there for a site survey by what he said to my son about having issues with the internet. He should have know we didn't have internet since it was turned off from that tower according to Blake/Matt. I had asked for them to send someone else out to do the survey, since at this point I didn't trust "Joe's" assessment. Matt, in customer service, stated in an email that he was trying to locate someone else to do another site survey. However, this never happened and they were not helpful after that. I had attempted to voice my displeasure with their service on their Facebook site and they deleted my post then blocked me from posting on their site. I do have a copy of the post to prove this. I finally learned the structure of their company through some investigation. Blake Wiseman is the COO. He is the brother of the CEO, Garrett Wiseman. Garrett did not respond to my emails until the very end. The actual owner was listed as Dennis Wiseman the Father. Who must have retired from the company because he never responded to any emails that I sent to him. I had also emailed Briana Yoder, the Sales and Marketing Manager. She never responded as well. You would think, that as a Marketing Manager, she might be a bit concerned at the bad reviews and press this situation would definitely bring. Obviously, she is not. When Garrett Wiseman finally did respond about the above issues (including Joe's intrusion into our home) he stated (in an email): We made a mistake and you were installed on a site that was scheduled to be decommissioned. I sincerely apologize. We have refunded your payment in full and have applied credits to all outstanding invoices. I don?t believe we have caused you any monetary damages. Since then, this company has gone above and beyond to find an acceptable solution to provide you service including scheduling multiple additional site surveys. It has been determined that we are unable to provide you with service at this time. My employees have conducted our business in a manner which I deem to be acceptable. Really? No "monetary" damages, but what about our wasted time? Frustration? You've gone "above and beyond" to do what? Ignore us? Your employees have conducted business which you deem to be acceptable? Your employees illegally enter our home with only minors present and that is acceptable to you? Your employees connect us to towers that were going to be decommissioned and that is acceptable to you? You're a CEO? Please. Because of all of these unacceptable issues, I would have thought this company would actually have gone above and beyond. Perhaps, they could have offered to paid to have us set up with an alternative carrier that actually could provided service and covered 6 months of that service for all of their mistakes. That would have made a world of difference. However, what we have found is that they ignore the issues until pressed then they are confrontational and uncaring. Before giving this review, I even went back to the CEO and gave them one more chance to make things right and to work things out. Again, he did not. And he again failed to provide a signed contract. I'm wondering why he didn't even address that issue. The internet service would have been great, had they been able to provide it. However, having a great product with extremely poor service makes for a bad company and is a recipe for failure. We suggest that you definitely rethink choosing Mercury Wireless. You might just be in for a big disappointment as we were.