Verizon Wireless

Initial Business Response / [redacted] (1000, 9, 2016/06/20) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ymail.com On 5/23/16, Mr [redacted] had a Mazda with a liter engine towed to our shopThe customer complaint was "when going down hwy, car will not shift." We were booked until the 28th before we could get to itOnce in the shop, we located leaks by putting oil in the motor (due to no oil on the dipstick)We added qts of motor oil before attempting to start itOnce we started it, oil sprayed out of the timing chain coverWe immediately shut off the engine & located the leaksThe timing chain & the entire chassis was covered in oilWe also noticed a bad miss when the engine did startWe saw the valve cover gaskets leaking & spark plug holes were full of oil from the valve tube seals leakingWe then gave Mr [redacted] an estimate for the oil leaksCustomer said he didn't have any money & informed us he was going to see if he could get a loan from the bankSeveral days later, he came back with a check for the amount of $We didn't charge him for the qts of oil it lost in our shopOnce we completed the approved repairs (we used Mitchell manual for labor rates - calls for hours for timing cover gasket & hours for valve cover gaskets)We also found the mass airflow sensor dirty & full of dead bugs & we serviced this partOnce we started engine, we had cylinders misfiring & we hooked up the computer & found bad coil packsI informed customer the car was running bad & he needed at least coil packs & it would not have any power with the cylinders down & we would not give a warranty on these repairs until the customer had these issues fixed by us or another shopEstimate was given & customer declined repairs & drove awayOn 6/3/16, customer drove car back to our shop & was told we were booked until Tuesday 6/7/& he was told that when he dropped off the carWe worked his car in on 6/6/& we installed coil packs on the rear cylinder head (Mitchell manual is hours)We charged customer $Once repair was completed, his car had a slight miss, but ran 90% betterWe then spent hours on diagnosing slight miss ($was not charged to customer)We found #driver on the computer with weak fireWe informed customer this before he left with his carThe next day, customer drove the car back saying it ran great when he left the shop, but later in the evening it lost powerWe then drove the car & it ran goodAfter we let it run for hours in shop, it did start running poorlyWe then spent hours diagnosing the problem & found injector driver in computer bad (once it was hot)Customer's Mom called me saying I wasn't a professional shop & didn't know how to fix cars & told me she was taking me to small claims court & filing this Revdex.com complaintI told her that was fine & she then said I'd let her son's car sit here "for weeks" before we even looked at itI then informed her of all the dates of repairs & the time he waited on his bank loan approval & appointments given & the time he picked the car upShe refused to listen, so 1/hour later I called her back (being tactful & professional) & offered her more free work (diagnosing)She told me that car was a repo & he had more money in it than it was worthI told her I understood & I only wanted to help them bothShe then gave me the approval to remove the computer & do more testingWe removed the computer & performed electrical checks to find 100% the computer was badWe then called Autozone & got her a price on a new computerShe called back & told me to stop working on the car & she was taking it to "someone who could fix it" (after we spend hours diagnosing it for free)We reinstalled the original computerCustomer's Mother also advised me it "only takes minutes to install a coil pack" & that we were rip offsOnce MrBieser got here, I showed him where the coil packs wereHe also wanted the numbers off the computer, so he could get one on his ownI told him I didn't write it down, because I read it off their computer, but the Mgr at Autozone would still have it, if they needed itThey drove off & I told them I wasn't charging them for the hours of free work I'd doneThen I received this complaint from the Revdex.com ***I do have copies of the all the repair orders stating everything I've said hereIf you need them, I'd be happy to fax them to youThank you for your time[redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, he had taken the computer off the car when I called & in no way wanted them to continually work on itI told him to put the computer back on & my son would be picking up the carThis place throws parts at a car & hopes it fixes itIt not only runs up the hourly rate, you never know what the problem isI had him take it to another mechanic & run diagnosticsIt turns out that there is so much wrong with the car, that it basically needs a new engineIf diagnosis had been performed by Mr [redacted] then my son wouldn't be out $+ Final Consumer Response / [redacted] (4200, 19, 2016/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) You should really read what you are writingAt one point oil was pouring out of the car & then you say there was no knocking or low oil pressure or leaksFlat out you are a scam Final Business Response / [redacted] (4000, 17, 2016/07/01) */ [redacted] 's Auto, HOME OF THE MASTER TECflat rate @ a hrOur warranty is yr on labor and depending on parts most have a life time warranty if offered by manufacturersON X-customer had car towed to our shop, A Mazda never seen by us, until that dayengine had large oil leaksoil poured out as fast as it was put in"We don't run engine with no oilonce oil leaks fixed, all the spark plugs and wires where soaked in oil due to tube seals in valve covers leaking in which we could not see until removal of intake plenumWe cleaned the plugs, wires and coil packs at no chargeATT; WE DONT INSTALL PARTS UNTILL WE ARE A 100% SURE PART IS NEEDEDafter oil leaks were fixed engine had a bad miss, we hooked scanner up to computer and found coil packs not firing on live data,we done this as a courtesyOnce again customer was given an estimate for this repair before car ever left our shop, and noted on repair order, customer declined repairs and drove car offATT; ALL MY TEC'S ARE ALL ASE CERTIFED AND EACH TEC HAS OVER YRS OF EXPERIENCE.ATT; FACT= ENGINE'S DON'T RUN GOOD WITH TWO COIL PACKS BADOn 6-6-customer had vehicle towed to our shop for estimate given on 5-23-Once both bad coil packs were replaced engine ran 90% better,WE TEST DROVE AND IT RAN DECENT, but had a slight miss, we hooked up our computer and diagnosed at NO charge to customerATT; OUR SCANNER DID NOT PICK THIS UP UNTILL AFTER BOTH COIL PACKS WERE REPLACEDWe then spent more time diagnosing and found coil pack driver In ECM weak to cylinder #estimate given for a ECM to customer and customer declined repairs3rd visit, customer drove car back to our shop and said it ran great until later that nightI said 'I told you the computer was bad inn your car, he sad I know, he left his car here for a ecm to be installed as stated in the 3rd invoiceWe Then removed ECM(COMPUTER, ELETRONIC CONTROL MODUAL) to get part # and serial number in order to get correct ECMafter we done this work mother calls me again and says "stop working on her sons car and stating we didn't know how to fix cars and had no idea of what we were doing and that we where slow and should not be working on cars and attempt to accused us of all time car sat here and we didn't work on her sons car.once I gave her the dates of times the car arrived and left and forgetting her son had to wait on a loan for a wk and that the second visit they dropped off the car on a Friday when his appointment was for the following Tuesdaywhen they picked car back up after we spent two more hrs.at no charge they then wanted ECM PART #,I told him I didn't write it down since it was in my hand but that the manager at autozone would have itthey drove offCUSTOMERS MOM would rather belittle me and my crew rather than trying to fix her sons carATT; MOTOR NEVER HAD A KNOCK SOUND OR ANY INDICATION IT WAS BAD, OIL PRESSURE WAD GOOD,IT DID NOT OVER HEAT,NO OIL LEAKS PRESENTIF SON HAD A PREPURCHE INSPECTION BEFOR BUYING THIS CAR SINCE IT WAS A REPO THEN MAYBE MOM MAY NOT BE SO UPSET WITH THE WRONG PERSONATT; WE'VE WORKED ON OVER 15,CARS IN THE PAST YRS AND WE ARE EXPANDING WITH MORE BAYS AND OUR LOT IS ALWAYS FULL, WE TREAT CUSTOMERS AS A FRIEND AND FAMILY AND OUR PRICES ARE ALWAYS THE LOWEST IN THE SPFD AREA.Im sorry this has happened forher and if I had a christal ball then maybe she would feel betterI gave her at least HRS OF FREE WORK AND THIS IS THE THANKS THAT IVE RECEIVED

April 01, "Arial","sans- serif Ms [redacted] Revdex.com [redacted] RE: Complainant: [redacted] Case Number: Dear Ms [redacted] : This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless [redacted] submitted a complaint to the Revdex.com in regards to her Verizon Hum device and towing/winching services She stated that her truck "was stuck in mud /snow scenario on a gravel road" and the roadside assistance provided by her Hum device refused her assistance Upon receipt of this complaint, I completed a review of account number [redacted] -Ms [redacted] advised me that she didn't have much time to go over all of the disclosures when purchasing the device Ms [redacted] mentioned that she travels on gravel road majority of the time and The Hum service offers more than roadside assistanceShe requested that we allow her to end her service without an Early Termination Fee (ETF) because she feels that it negates the Terms and Conditions Our disclosure for our Hum service states that roadside assistance coverage does cover snow and mud winching but not on roads that aren't well traveled; such as vacant lots, beaches, open fields or other places that would be hazardous for service vehicles to reachThis information can be found online at www.hum.com/roadside-assistance.aspxTo assist Ms [redacted] with her concerns, I offered to cancel the line and adjust half of the ETF since she says that she travels on gravel road majority of the time She declined the offer and stated that the only resolution available to is to cancel the line without any fees Verizon Wireless is holding up our end of the agreement and we're offering assistance to show that we value Ms [redacted] but cancelling the line and removing the entire charge isn't availableNo credits were applied and the line was not canceledMs [redacted] was not satisfied with the offer Verizon Wireless appreciates the opportunity to respond to concernsIf you have any further questions or concerns, you may contact me directly at [redacted] Monday through Friday between the hours of 8:AM - 5:PM ET Sincerely, [redacted] Executive Relations

Upon receipt of the correspondence, Verizon Wireless contacted Mr [redacted] regarding wireless account number [redacted] 1-*** Mr [redacted] stated he would like to communicate through written correspondence We informed Mr [redacted] wireless number ending in [redacted] was disconnected as of December 22, and an equipment buy-out credit would be processed on the line Additionally, we informed Mr [redacted] of options of doing a mobile telephone number change for wireless number ending in [redacted] and the contract end dates for the lines on the wireless account An account analysis was performed informing Mr [redacted] he is on the best calling plan for his wireless needs and he was satisfied with the outcome

Verizon Wireless agents said bill on main cell decreasing by $ and 2nd cell phone to $ When it did not happen it was because that "promotion was grandfathered " and no longer available Verizon representatives just lie and do not follow through on confirmations that you were given because they were " grandfathered" What a bunch of bull

Complaint: [redacted] I am rejecting this response because: The details above are incorrectI went to the store and they said the could not give me that priceThey did not explain that I had a discount that would no longer be validThey also said I could go ahead and try and place the order online Also I was never told that the original discount could ever be reinstated Lastley I did everything Jason said to do, send back the phones and changed my plan and my bill would only increase a month After doing this I paid a bill of now they have sent another bill for a remains balance of That is an increase of a month, not what I was told Regards, Joseph H***

Verizon has not only the worst signal service I've ever had in my entire life, but it also has some of the worst Customer Service I've ever experienced. I'm warning people to never buy from Verizon, because if they do they'll regret it. I paid for Unlimited Service and barely got any service at all. No one could ever hear me when I spoke on the phone, and text messages would sometimes take days to come through. When I called Verizon for help, because I couldn't make or receive calls although my plan had been renewed for over a week, they not only didn't resolve my problem, but they simply didn't care to. The representative just kept repeating the same rehearsed line from the script he was reading, over and over again in a monotone voice. I've only had the phone and their service for two months, and it was a terrible mistake on my part. I'm surprised that the BBB has given them an A- rating, because their score does not reflect Verizon's terrible business.

I recently upgraded phones on my planWhile talking to seperate reps online, BEFORE I proceeded with the upgrade, I inquired about any changes to the billI was told by both representatives there would be no change to my billAfter ordering the new phones I went to the store to pick them up and asked the store associate if there would be an impact on the bill, again I was told no changeWell, old bill was lines and 6gb of data @ $165.00/month bill after upgrade $278.00/monthWhen I talked to a "customer service" person about it I was basically told "oh well"If I was a new customer I could get 20gb and lines for $but since I have been a customer for 10+ years screw youI have both my cell phones and cable through Verizon - not any more [redacted] gave me a great deal and actually seemed like they cared and [redacted] cable is less superior packages but better internet and it's not VerizonI am extremely disappointed in Verizon's customer service, if you can call it that, for existing customersNever again will Verizon supply me with any services wireless or cable

July 8, I spoke with Ms [redacted] about her Revdex.com correspondence She stated she was supposedto have received a $rebate cardI advised Ms [redacted] I could add thecredit of $to her account as we could not process a gift card because therewas not a record of the gift card in the systemMs [redacted] accepted the $100.00being added to the accountMs [redacted] is satisfied Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconveniencethis matter may have causedIf you have any further questions or concerns, youmay contact me directly at ###-###-#### Ext [redacted] Monday through Fridaybetween the hours of 10:AM and 6:PM ETSincerely, [redacted] J.National Executive RelationsVerizon Wireless

I reviewed the account and found that the feature was added on Mr [redacted] account on December 19, Mr [redacted] arn started getting alerts that he was going over on December 23, and spoke with [redacted] , who advised that the data usage in Tahiti is pay as you go The feature was removed and a follow up was set to issue credit for data overagesOn January 30, the follow up set by [redacted] [redacted] ) was closed without speaking with Mr [redacted] arn or issuing the promised creditsIn the interest of customer serviceI issued a $credit for the data roaming charges reflected on the January billing invoicemr [redacted] aran was satisfied with the resolution

We received Revdex.com correspondence from MsKelly S [redacted] MsS [redacted] advised that she was mislead about the functions of the HUM device and wanted to return the device without a restocking feeThe Executive Office contacted MsS [redacted] on July 22, regarding her complaintTo resolve her concerns, we issued a credit for the activation fee and restocking fee prior to the device return to allow her to return the equipment without penaltyMsS [redacted] was satisfied with this resolution and had no additional questions or concerns regarding her account Should the Revdex.com or Kelly S [redacted] have any additional questions or concerns; please contact me at ###-###-#### during my business hours of 8:A.mto 5:P.M(EST), Monday through Friday For other account related issues, please contact Customer Service at ###-###-####

The Executive Office spoke with Ms [redacted] regarding her account concernsMs [redacted] stated she was given information regarding service that she started December Ms [redacted] was requesting to have her jet pack line disconnect and the early termination fee waived and the buyout of her tablet The Executive Office confirmed with Ms [redacted] that the tablet buyout was completed and she returned the tablet back to store of purchaseThe Executive Office disconnected the jet pack line on demand and waived the $early termination fee Additionally, the Executive Office applied a $credit that Ms [redacted] was due to received when she originally ported over her numberMs [redacted] is satisfied with the resolution provided by the Executive Office Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 8:AM and 4:PM ET Sincerely, [redacted] R Executive Relations

June 3, I am writing in response to the complaint forwarded on behalf of Mr [redacted] In the complaint, Mr [redacted] states he moved to a new area and is experiencing poor coverage and dropped callsVerizon Wireless appreciates the opportunity to address Mr [redacted] ’s concerns Verizon Wireless cannot guarantee service inside any buildingEven within a Coverage Area, many things can affect the availability and quality of service, including network capacity, device, terrain, buildings, foliage and weatherNetwork Extenders are available for purchase to improve service indoors I have made several unsuccessful attempts to contact Mr [redacted] to address his concernsI have submitted his case to our Technical Advisory Group (TAG) for further troubleshootingOn May 28, 2015, TAG determined a Network Extender would benefit Mr [redacted] I offered a 50% discount on a Certified Like New Network Extender via emailAs of June 3, 2015, I have not been able to connect with Mr [redacted] Due to lack of contact, Verizon Wireless considers this matter closedMr [redacted] is welcome to contact me directly for further assistance Should the Revdex.com or Mr [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:30amand 4:30pm (PST), Monday through FridayFor other account related issues, please contact Customer Service at ###-###-#### Sincerely, [redacted] M [redacted] M Executive Relations

Executive Relations spoke with the customer concerning her complaint. I apologized for the inconvenience and advised the customer I am adjusting her account the amount of the balance which is a total of $181.73. The customer is satisfied and considers the matter closed

face="Times New Roman" size="3"> Thank you for allowing Verizon Wireless to respond to concerns expressed by *** ***In her complaint, Ms*** stated she had not been able to have the Family Base feature removed from her account
Upon receipt of this complaint a review was completed and the issue was resolved prior to receiving the complaint
The Executive Office would like to apologize for any inconvenience that you may have experienced with our companyAt Verizon Wireless, the level of customer service our customers receive is of the utmost importance to our companyVerizon Wireless assures Ms***, as well as the Revdex.com, that we will exhaust all options to prevent such incidents in the future. Verizon Wireless has provided the applicable coaching to our team members involved, for that purpose
Verizon Wireless regrets any inconvenience the above matter may have caused Ms***, and appreciates the opportunity given to resolve these account concerns. Should Ms*** have any questions, please call me directly at ###-###-#### between 9:00am and 6:00pm EST, Monday through Friday
Sincerely,
*** * Executive Relations

the best customer service EVER - we had trouble with one of our windows that was not put in by another company that had gone bankrupt and the windows were under warranty I made a call to Robert S*** asked if he could help and he showed up the very next day and took care of the issueWe would highly recommend his company for anyone that is looking for windows

Terrible Customer ServiceMy phone was bricked by an update three timesThe first two times they replaced the phone but sent the replacement to the wrong addressThe third time they no longer would replace the phone so I switched carriersThe process of switching carriers was difficult due to the failing of Verizon Customer Service to help me change my PIN

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I am ***, the Customer Relations Manager that Mr*** is referring to
The situation:
Mr*** called on Monday, February 15th around noonI happen to stand with the receptionist as his call came inOne of the receptionists alerted me that she
had a customer that was upset and that was asking to speak to our GMSince our GM had just left the building, I asked her to transfer the call to meI answered his call with (which is our standard procedure) "Thank you for holding, this is ***, Customer Relations Manager, how can I assist you?" He responded, in a rather condescending voice "why am I talking to you?" I explained who I am and how I could assist him, as it seems that there is a problemHe said "why am I talking to you?" and I repeated my answerHe then said: "are you deaf?" in a now VERY unprofessional tone of voiceI stayed calm and asked what it is he is looking for and I would be happy to help him, but would need to know what is going onHe AGAIN said "Are you DEAF!" screaming at me nowI asked again what is going on and then he asked to speak with ***I explained that she is not in that day, and again, to tell me more so I can direct himHe then said "I want to *talk to ***!", screaming it at meAt this point I said that I am not talking to him any longer if he uses foul language like this and that I would hang up on him nowAnd at that point, I didOur company has a zero tolerance for harassment and profanityYes, at some point did I explain to him that we are training a new receptionist, and in order to help her, I had asked her to send this call to me so I can see who the call needs to be transferred toHe constantly interrupted me when I was saying somethingAnd I did not trash the receptionist, I was trying to defend them.Appxminutes after the call, he went online to take our survey, that comes after a purchase and rated us with the lowest scores possible, BUT to the question if he would refer people, he answered "definitely would". In the survey it was very clear that he took his anger and frustration out on us, when clearly, he was angry and/or frustrated about our phone conersation, and the survey is not a reflection of his recent purchase, which he had given us an excellent review on Yelp for (which he apparently just took down on Monday)Later that day I found out that Mr*** had also yelled and screamed at my receptionist on the weekend and used foul language on herHe also had this foul language and behavior to our General Sales Manager as well as Sales Manager when he called in for them over the weekendIt has also come to my attention that he had texted his sales person (female) unprofessional conversations
I did what I was felt was right, taking his call, as this is my role as the Customer Relations Manager and see how I can assist a customer, especially if there is a situation that needs resolutionAt no time did I raise my voice to him or behaved unprofessionalIn fact, I am the one that feels threatened and a personal attack on my reputation
Please let me know if I can assist in any other way
Sincerely,
*** ***
***

Had pre-paid account with $credit which had accrued over the years when I upgraded the account and my auto pay date was changed Wanted to change to another provider, tried to get a refund of the credit before switching and was told no refunds on pre-paid accounts Explained the situation, spoke to a supervisor without success Switched account and tried to get refund and was told could not because my account no longer existed at Verizon So my year history of payment with Verizon(and the credit on my account) disappeared in a matter of hours Have sent a letter to corporate but do not expect resolution Very bad service bordering on fraud

"Arial","sans-serif"">October 30,
I am writing in response to the complaint forwarded on behalf of Ms*** ***In the complaint, Ms*** explains she does not understand how she is making payments each month and continues to get interruptedMs*** requests assistance regarding this matterVerizon Wireless appreciates the opportunity to address Ms***’s concerns
I spoke with Ms*** to address her concerns and my findingsI explained her monthly billing costs are directly related to the balances carried month over monthIn an effort to provide a satisfactory resolution, I offered to apply a one-time adjustment of $for her reconnection feesMs*** expressed satisfaction in the resolution provided, and had no further concerns
Should the Revdex.com or Ms*** have any questions regarding this response, please contact me at ###-###-#### between the hours of 8:a.mand 5:p.m(PST), Monday through FridayFor other account related issues, please contact Customer Service at ###-###-####
Sincerely,
*** A
*** A Executive Relations