Barb's Dog Grooming

*** ** ***
*
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*
*** *** *** *** *** *** Hello Mediator, Thank you for contacting SiriusXM on *** ***’s behalfWe regret that
her recent experience led to a complaint with your agency. After researching *** ***’s account, it was found that her complaint regarding her recent subscription purchase resulted from a misunderstanding regarding the services included in the promotional subscription offer she purchased*** ***’s Nissan Murano purchase provided her with an All Access trial subscription which included data services; however, the promotional Select subscription she purchased does not include data services A member of our Corporate Solutions team reached out to *** *** via phone to further discuss her concerns. *** *** advised us that she was unaware that she would lose her traffic and travel features. We apologized for any misunderstanding and offered to provide her with an annual Traffic/Travel link subscription at no additional cost; which she accepted. *** *** was advised this her subscriptions will automatically renew on August *, 2018, at our then current rate and an invoice will be sentShould *** *** have any further questions or concerns, we ask that she contact us utilizing our contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***s concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team ###-###-#### (option 3)

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 and the matter has been resolved
Sincerely,
*** ***

*** *** ***
*
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*
*** *** *** ** *** *** *** Hello Mediator, Thank you for contacting SiriusXM on *** ***’ behalf. We regret that
her recent experience led to a complaint with your agency. After researching *** ***’ account, it was found that her complaint was in regards to the automatic renewal of her subscription and renewal notification. Per the terms and conditions in the SiriusXM Customer Agreement, subscriptions automatically renew at the rates in effect at the time of each renewal until the subscriber calls us to cancel. Transaction confirmations are sent via email or mail; which include renewal information. In addition, subscribers with an annual subscription or higher receive a renewal notice, prior to the renewal of the subscription. Invoices are generated when the subscriber’s method of payment is invoice; otherwise Subscribers are able to view a history of account transactions through our Online Account Center at *** On August **, 2015, *** *** purchased a semi-annual subscription at a promotional rate to begin on September *, upon the conclusion of her trial subscription, and her credit card was charged a onetime payment of $34.10. *** *** continued to call on a semi-annual basis thereafter, prior to each renewal date, requesting the same promotion. As a courtesy, she has been provided multiple promotional rate subscriptions. Emails confirmations were sent upon each transaction; which included automatic renewal information. On January *, 2018, at the end of her most recent promotional rate term, her subscription automatically renewed at our then current rate and an invoice was sent for the $balance. On January **, 2018, at *** ***’ request, her subscription was canceled, leaving a balance of $which was credited A member of our Corporate Solutions Team corresponded with *** *** via email. We explained that during all transactions subscribers are presented with automatic renewal information and after purchasing, subscribers are sent an email confirming the transaction which includes automatic renewal information. We apologize for any frustration this matter may have caused *** *** and should she have any further questions or concerns, we ask that she contact us utilizing our information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’ concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team *** *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As of today I have still not received the refund for the unused portion of my subscriptionI do not consider this matter resolved until I receive this refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

July **, 2015 The Revdex.com Serving Metropolitan New YorkMediator** *** *** *** * *** *** *** ** *** Re: Complaint# ***, *** *** *** Hello Mediator, Thank you for contacting Sirius XM on *** ***’s behalf *** ***’s rejection is in regards to requesting a copy of the transcripts from a phone call on April **, 2015. First we would like to inform *** *** that during the Cancellation Process agents may provide special service offers to save our subscribers. As *** *** requested to speak with a manager and there was no one immediately available he stated that he would phone back tomorrow to have a manager cancel his subscription. There were no other cancellation requests made until June **, so the service continued per the Terms and Conditions In regards to the phone call being provided to *** ***, we have already advised him that in order to receive any ranscripts of the call, we would need to be provided with a subpoenaThis is not a ploy for SiriusXM to hide any truths, as it is not our policy to review calls with our subscribersA full refund has been issued to *** *** and there is no further action to be takenSiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concerns. Our customer has been provided contact information if any additional support is needed. If you’d like to contact us regarding this matter, please use the information listed below. SIRIUSXM Radio IncTo: Cary HS*** Attention: Customer Care *** *** ** *** *** *** *** *** *** ** *** Sincerely, Charlene G***Sirius XM Corporate Customer Relations Team###-###-#### (Option 3)

*** *** ***
*
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** *** *** *** *** *** *** * *** Hello Mediator, Thank you for contacting SiriusXM on *** *** behalf. We regret that
his recent experience led to a complaint with your agency. After researching *** *** account, it was found that his complaint is regarding maintaining the same programming provided to his previous vehicle. Channel availability varies by package type for devices on our “Sirius” versus “XM” platforms A member of our Customer Solutions Team reached out to *** *** to further discuss his complaint. We explained the terms and conditions in the Customer Agreement at the time of purchase. Lifetime Subscriptions first associated with, or subsequently transferred to, a Receiver installed by an automaker or an automotive dealer in a vehicle, are non-transferable, except in the event the original Receiver associated with the Lifetime Subscription is stolen, accidentally damaged or is defective. A Lifetime Subscription associated with a home, portable, or dock & play Receiver is transferable from one such Receiver to another, up to a maximum of three (3) times. For each permitted transfer of a subscription, a $transfer fee will be charged. There are different platforms based on the technology his satellite radio was built upon (Sirius, XM or SiriusXM) that determines which subscription packages his device can receive. Channel availability varies by package type for devices on our “Sirius” versus “XM” platforms. *** *** purchased a Select Lifetime Subscription for a receiver with a “Sirius” platform and this subscription was transferred to a receiver with an “XM” platform. “Sirius” and “XM” Select level packages differ in terms of the included premium programming and channel availability. As a courtesy, we upgraded his subscription to include the premium channels that were available on his previous radio, at no additional cost. We also discussed *** *** concern regarding a supervisor stating that the agent he spoke with would have his pay deducted if he waived the transfer fee. We informed *** *** that this will be looked into internally as SiriusXM does not treat their employees unfairly. Should *** *** have any further questions or concerns, we ask he contact our Corporate Solutions Team utilizing our contact information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team ###-###-#### (option *)

*** ** ***
*
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*
*** *** *** ** *** *** * *** Hello Mediator, Thank you for contacting SiriusXM on *** ***’s behalf. We regret that
her experience led to a complaint with your agency. After researching *** ***’s account, it was found that her complaint resulted from a misunderstanding regarding the automatic renewal of her subscription per the terms and conditions in the Customer Agreement. Subscriptions automatically renew, at the rates in effect at the time of each renewal, until the subscriber calls us to cancel. In addition, her credit card information was automatically updated for us through our updater service On December *, 2017, we received an email from *** *** requesting for the cancelation of her subscription on January *, 2018. Cancellation requests are handled by our Cancellation Department via phone and *** *** was advised via email response that she would need to contact us by phone and provided the phone number. We have no further documentation of a cancel request. On January *, 2018, her two quarterly subscriptions automatically renewed, however, we were unable to charge the credit card on file. On February *, 2018, we were provided updated credit card information via our updater service and on February *, 2018, payment was captured from the updated credit card on file. On February *, 2018, *** *** called us requesting to cancel her subscriptions and have her credit card removed from file; which we processed immediately. A refund of $for unused service was issued on February *, 2018, via check number *** A member of our Corporate Solutions Team reached out to *** *** to further discuss her complaint. We reviewed our cancellation process and that cancellation requests are handled by our Cancellation Department via phone. We informed her that SiriusXM’s merchant processor has an agreement with banks to provide updated credit card information via their updater service. We confirmed that her subscriptions have been cancelled and her refund was issued via check. Please be advised that the average turnaround time for refunds issued to invoice subscribers is 7-business days. Should *** *** have any further questions or concerns, we ask that she contact us utilizing our contact information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team *** *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This company made no effort to restore my account or service. I wasted hours of my time listening to their non-sense. This is a poorly run company thatlacks integrity
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 and the matter has been resolved per their e-mail copied & pasted here for your review Thank you for helping me solve an
issue I've been working on for five months.*** ***
*** *** ** ** *** ** *** *** ** *** ** *** *** *** *** ***
** *** *** *** ** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** ***
*** *** ** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ***
** ***

*** *** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** *** *** *** *** *** *** *** Hello Mediator, Thank you for contacting SiriusXM on *** *** behalf. We regret
that her recent experience led to a complaint with your agency. After researching *** *** account, it was found that her complaint regarding her cancellation experience resulted from her call disconnecting while being transferred to the cancellation department. Her subscriptions have been cancelled and any outstanding balance removed from her account On June **, *** *** contacted our Listener Care department to cancel her subscription; however, while being transferred to the cancellation department her call disconnected. As a result, her subscription remained active A member of our Corporate Solutions Team reached out to *** *** to discuss her concerns. We explained why she was being transferred when she requested cancellation of her subscriptions. Speaking with our subscribers affords us the ability to address issues that may have lead up to the cancellation request. We processed the cancellation of her subscription and provided her with cancellation confirmation numberWe apologized for the experience and cleared the outstanding balance of $23.44. Should *** *** have any further questions or concerns, we ask that she contact us utilizing the contact information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** *** concerns. If you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Jo-Ann M*** SiriusXM Corporate Solutions Team ###-###-#### (option *)

*** ** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** *** *** *** * *** ***Hello Mediator,Thank you for contacting SiriusXM on *** and *** ***’ behalf. We regret
that their recent experience led to a complaint with your agency. After researching *** ***’ account, it was found that her complaint regarding being charged for subscriptions on a vehicle she no longer owns resulted from the automatic renewal of her subscription. Per the terms and conditions in the Customer Agreement, subscriptions automatically renew until the subscriber calls us to cancel. We were unable to locate any request for cancellation prior to January for the ***. Service on the *** was cancelled an August **, 2014. Service in an *** was cancelled on September **, Upon reviewing the three accounts in *** ***’ name, were unable to locate any request for cancellation for service on the *** prior to January 2015. On account ***, a six (6) month subscription was purchased on January **, for radio id *** (***) at a promotional rate of $33.68. On July **, 2014, her six month subscription automatically renewed at our then current rate, charging the card on file $101.18. On January **, 2015, her subscription renewed again, charging the card on file $102.44. On January **, 2015, service was cancelled on this radio and a refund of $was issued for unused time. On December **, 2013, radio id *** (***) was activated on account *** on an annual subscription at a promotional rate for $96.75. On August **, 2014, we received a request for cancelation of this subscription; which was processed immediately and a refund of $for unused service was issued. On August **, 2015, the semi annual subscription for radio id *** (***) renewed on account ***, charging the credit card on file $102.44. We cancelled this subscription on September **, 2015, and issued a refund for the $charge from August **, 2015.A member of our Corporate Customer Relations team reached out to *** and *** *** to discuss their concerns. We spoke with *** *** and explained the charges in question and confirmed which device and subscription she was being billed. *** *** stated that the *** was supposed to be transferred to the subscription they were using on the *** as this vehicle was traded in. *** *** agreed to fax in the bill of sale for the *** so we can continue to investigate into this further. To date we have not received the requested information. We remain interested in working with *** *** and ask that she contact our Customer Relations Department as soon as she obtains the requested information so that we can research this issue furtherSiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** and *** ***’ concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary HS***Attention: Customer Care*** *** ** *** *** ***
*** *** ** ***Sincerely,Geraldine R***SiriusXM Corporate Customer Relations Team*** *** **

*** *** *** *
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** *** *** *** *** *** *** *** Hello Mediator, Thank you for contacting SiriusXM on *** *** behalf. We regret that
her recent experience led to a complaint with your agency. After researching, it was found that *** *** complaint is regarding being contacted for solicitation purposes. A member of our Corporate Solutions team contacted *** *** to discuss her concerns. We have placed her telephone number on our Do Not Call list, to ensure it is suppressed from any sales calls. While we make every effort to remove phone numbers from our lists as soon as possible, it can take up to business days to completely update all of our systems. Should *** *** have any further questions or concerns, we ask that she contact us utilizing our contact information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** *** concerns. If you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Jo-Ann M*** SiriusXM Corporate Solutions Team ###-###-#### (option *)

*** *** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** *** *** *** *** *** ***Hello Mediator,Thank you for contacting Sirius XM on *** ***’s behalf. We regret that her recent
experience led to a complaint with your agency. After researching *** ***’s account, it was found that her complaint is in regards to receiving repeated mailings after requesting to no longer be contactedWe offer our sincere apologies to *** *** for any inconvenience she has experienced and certainly understand her frustration. We would like to assure her that we are doing everything possible to resolve her issue and again apologize that this has taken longer to correct than anticipated. On April **, 2014, *** *** filed a Revdex.com complaint regarding the same issue. At that time we updated her account with her Do Not Contact request and asked that she please allow up to days for the request to take effect. We also advised her that the Do Not Mail preference setting will expire years from the date of the request. *** *** then requested we remove all her contact information from our files; to which we advised her that that due to legal and record keeping requirements we are unable to delete her contact information off her accountWe informed her that we have closed her account completely which will stop all contact. Upon receiving *** ***’s current complaint regarding still receiving mail, it was discovered that her account contained her previous address and when the dealership activated her trial subscription, we were provided with her latest contact information, which was updated in our database, but not on her account. Again, we offer our sincere apologies for not noticing this upon receiving her previous complaint. We have since placed address *** *** *** *** ** *** on our Do Not Mail list. Please allow up to days for the request to take effect. It was never our intention to make *** *** feel feel that we were not empathetic to her situation and we thank her for her patience while we resolve her issue. Should she have any further questions or concerns, we ask that she contact us utilizing our contact information belowSiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary HS***Attention: Customer Care*** *** ** *** *** ***
*** *** ** ***Sincerely,Geraldine R***SiriusXM Corporate Customer Relations Team*** *** **

*** *** ***
*
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*
*** *** *** *** *** * *** Hello Mediator, Thank you for contacting SiriusXM on *** ***’ behalf.
We regret that her recent experience led to a complaint with your agency. After researching *** ***’ account, it was found her complaint was regarding a misunderstanding related to her subscriptions and Billing A Member of our Corporate Solutions Team reached out to *** *** to further discuss her complaint; however, to date we have been unsuccessful in continuing our conversation. We remain interested in working with *** *** and addressing her concernsWe ask that she contact us utilizing the contact information below. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’ concernsIf you’d like to contact us regarding this matter, please use the information listed below. *** Sincerely, Jo-Ann M***Sirius XM Corporate Solutions Team*** *** **

August **, 2015 *** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***Re: Revdex.com Complaint ***, *** ** ***Hello Mediator,*** *** states his complaint has not been resolved as he states his complaint involves discrimination again a whole class of subscribers and not just himself. He feels SiriusXM has eliminated the Escape channel though satellite broadcast and put a higher cost to customers through cell phone services. He states the customer agreement needs to be rewritten to make sure that customers are informed in advance of any plans to eliminate any channels.Customers are notified of channel changes through e-newsletters, letters, and email. We also provided this information on air and on the SiriusXM.com homepage. We reached out to *** *** again and reiterated that his and any other feedback we received regarding the Escape Channel is provided to our programming department. Programming changes are covered in the terms of our Customer Agreement. Again, all of this information has been communicated to *** *** and can also be found in the Customer Agreement terms and conditions found at www.siriusxm.com. SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concerns. If you’d like to contact us regarding this matter, please use the information listed below.SIRIUSXM Radio Inc.To: Cary HS***Attention: Customer Care*** *** ** *** *** ***
*** *** ** ***Sincerely,Geraldine R***SiriusXM Corporate Customer Relations Team###-###-#### (option 3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The only question I have is, according to the woman I spoke with on 10/**/16 I will receive my remaining subscription and now have a $balance but the subscription will remain until June **, This is according to the woman I spoke with, (I'm sorry I don't remember her name) My concern is that none of this is addressed in the responseI just want to be clear that I will receive what I paid for
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has ]
this has happened before and u have to spend literally hours fighting on the phone to never achieve amythingonly a Revdex.com complaint gets anybody with even partial trainingSince they have a monopoly they refuse to update their donain databases so we can use regular email as they want our signin to be our emai vice a name or else*** *** *** *** *** *** *** *** shop can handle *** and so can *** *** *** *** but not sirrusxm.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** *** ***
*
*** *** *** *** *** *** *** ***
***
** *** ** *** *** *** *** *** * *** Hello Mediator, Thank you for contacting SiriusXM on *** *** behalf. We regret that her recent experience led to a
complaint with your agency. After researching, it was found that *** *** complaint is in regards to being billed for a subscription that she did not authorize On February *, 2015, an account was created for *** *** and a 6-month promotional rate subscription was purchased for Radio ID ending in *** (Acura) and credit card ending in *** was placed on the account for future renewals. An email was sent to *** on this date confirming the transaction; which included automatic renewal information. On March **, 2015, this subscription was cancelled and a refund of $was issued back to the credit card. A confirmation email was sent confirming the transaction. On February **, 2016, a month promotional rate subscription was purchased and the account was updated with a credit card ending in ***; which was left on file for future renewals. A confirmation email was sent confirming the transaction; which included automatic renewal information. On July *, 2016, we received a call to cancel the subscription and in lieu of cancelation, a 6-month promotional rate subscription was accepted. Again an email was sent confirming the transaction; which included automatic renewal information. On January *, 2017, at the end of the promotional rate term, the subscription automatically renewed to a full price package which bills on a monthly term; however, we were unable to charge the credit card on file; which is why we reached out to *** ***. On January *, 2017, we received a call from *** *** requesting for the subscription to be canceled as she stated she did not purchase it A member of our Corporate Solutions team reached out to *** *** via phone and email to further discuss her complaint; however, we have been unsuccessful in speaking with her to date. We remain interested in working with *** *** and we ask that she contact us utilizing our contact information below SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve *** ***’s concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team ###-###-#### (option *)

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 and the matter has been resolved
Sincerely,
*** ***

*** ** ***
*** *** *** *** *** *** *** ***
***
** *** *** *** * *** ***
*** *** ** ***
*** *** *** *** *** * *** Hello Mediator, Thank you for contacting SiriusXM on *** ***’s behalf. We regret
that his recent experience led to a complaint with your agency. After review, it was found that *** ***’s complaint regarding his credit card being charged for another subscriber’s service was due to an agent error On June **, 2017, *** *** called us to purchase a promotional rate subscription to begin after the end of his trial on October **, 2017. Due to a processing error and a misconsolidation of accounts, *** ***’s credit card was placed on another subscriber’s account and charged in error A member of our Corporate Solutions Team reached out to *** *** to further discuss his complaint. We apologized for the error that was made and advised him that his credit card was removed off file and we will be issuing a refund of $via check. We advised *** *** that the average turnaround time for refunds to be issued via check is 7-business days. Should *** *** have any further questions or concerns, we ask that he contact us utilizing our contact information SiriusXM values each customer and is committed to providing stellar service. We have taken appropriate measures to resolve MrEmery’s concernsIf you’d like to contact us regarding this matter, please use the information listed below *** Sincerely, Geraldine R*** Sirius XM Corporate Solutions Team *** *** **