Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business had me go to the local store to get a'loaner' phone which experienced the same issues as described I took that loaner ohone back today and was sent back home with my old device with only the statement 'that's weird' in response to this device had the same issues No resolition has been offered and this was the 4th device they've had me try Everytime simply 'that's weird' is the response I receive I've been trying to resolve the multiple issues for going on a year now Thank you for your time and help Revdex.com and have a good day.Regards, [redacted] ***
Thank you for forwarding the complaint issued to you by our customer [redacted] *** Bluegrass Cellular welcomes any opportunity to thoroughly review a customer's concern and we appreciate this forum to respond.Upon review of Ms [redacted] contacts with customer service, Ms [redacted] called on October 10, and was quoted a correct total balance of $480.20, of which $was due on October 13, Ms [redacted] didn't dispute that balance and stated that she worked for Bluegrass Cellular in a retail location for years Ms [redacted] called the following day on October 11, and was advised again that the total balance owed was $ Three days past the $payment due date, Ms [redacted] called to make a payment arrangement and the representative did quote an inaccurate balance of $which is what Ms [redacted] paid on that same day, October 16, 2017.When Ms [redacted] received a past due balance notification which signals that the service is subject for suspension, she contacted us and it was explained that her balance was not $ Ms [redacted] spoke with a member of Leadership who apologized for the incorrect balance quote, was given $in courtesy credits, and assured that additional training would occur for the representative We've reached out again to Ms [redacted] to apologize for the error, to make sure she is receiving her monthly bills, and to see if she has any questions about the charges on the bill or her existing bill balance.If you have any follow up questions, please do not hesitate to contact me [redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the complaint from valued customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly review any customer concern and we appreciate this forum for submitting a reply.We sincerely apologize for any miss-communication regarding the device protection policy and have replaced Mr [redacted] 's equipment per his request If you have any follow up questions, please do not hesitate to contact me[redacted] Director, Customer SupportBluegrass Cellular ###-###-####
Thank you for forwarding the complaint filed by [redacted] ***.We have been in touch with [redacted] and restored the Double Data promotion that he was requesting We have also credited the stocking fee Mr [redacted] responded to our leadership member that he was pleased with our response to his request and that he was planning on cancelling the Revdex.com complaintPlease do not hesitate to contact me if you require additional information [redacted] Bluegrass Cellular [redacted] ***
Thank you for forwarding the complaint submitted to you by [redacted] Bluegrass Cellular welcomes every opportunity to work with our subscribers to resolve their dissatisfaction.Our leadership team member has been in touch with [redacted] who stated that he was the person who submitted the complaint We worked with Mr [redacted] to explain methods of reviewing current data usage and we updated the contact number for text alerts We have issued a credit to the account which met with the customer's satisfaction.If you have any follow up questions, please do not hesitate to reach out to me.Sincerely, [redacted] Director, Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the complaint from customer [redacted] *** Bluegrass Cellular welcomes this opportunity to thoroughly review the actions that took place with regards to Ms***'s account.Ms [redacted] paid $for her equipment and $for equipment protection We have dismissed her account balance of $295.93, which is actually more than what she paid for these items Bluegrass Cellular does not believe that Ms [redacted] should be refunded $since she did not pay that for her equipment We are aware that Ms [redacted] is not pleased with not receiving the $in addition to the $295.93, but this is what we believe is the fair resolution.Sincerely, [redacted] - Director of Customer SupportBluegrass Cellular###-###-####
Thank you for forwarding the concern from customer [redacted] Bluegrass Cellular appreciates every opportunity to review a customer's concern.After reviewing the payment history and seeing that every bill the customer has received has included a past due balance (after the fist bill in October), indicating that Ms [redacted] has not paid one bill on time, we will not be able to honor her request for waiving reconnection fees Setting up a payment arrangement is not considered good payment history, the bill is still past due, and this type of payment history is what determines if a down payment may be required for additional services to be added to the account If you have any questions, please do not hesitate to contact me[redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Thank you for the reminder regarding follow up We have offered Mr [redacted] a solution and he is currently thinking about this option As soon as he had made a decision, I can respond in full
Thank you for forwarding the complaint from former customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a consumer's concern and to be able to respond via the Revdex.com.Mr [redacted] communicated with our company several times in March The first call was to request a special payment arrangement as he stated he lost his job and needed to lower his bill (this call was on 3/12/12) The next call we received was on 3/15/and Mr [redacted] stated he was having issues with his phone and wanted to know what the early cancellation fee would be, again stating he needed to lower his bill amount We received another call on 3/25/where Mr [redacted] stated that he was having problems with his phone accessing data, that a technician at one of our retail stores worked on the issue, but it only resolved the problem for one day We issued a $account credit and Mr [redacted] stated he would take the phone back to the store for the technician to repair.On 6/19/12, Mr [redacted] called to state that his phone wasn't working again We advised that he had purchased equipment insurance and explained the steps to file a claim Mr [redacted] declined and requested a bill credit Our staff explained that we couldn't issue another credit to his account, that the best resolution was to contact the company who provided equipment insurance Mr [redacted] stated that he didn't wish to file an equipment insurance claim On 7/2/12, Bluegrass Cellular received a port request from a new service provider that Mr [redacted] had selected to port his number to; per compliance rules, we disconnect service after that event The remaining balance on the account was not paid and Mr [redacted] was mailed final billing statements listing his ending balance with Bluegrass Cellular He never contacted us to dsipute the balance.The balance on the account is correct and includes unpaid service fees and an early cancellation fee.Please do not hesitate to contact me if you have any questions, [redacted] Director - Customer SupportBluegrass Cellular ###-###-####
Thank you for forwarding the complaint from valueded customer [redacted] Bluegrass Cellular welcomes every opportunity to thoroughly investigate any concerns from our subscribers.I understand that Sales Management has reached out to [redacted] requesting that she visit their office to trouble shoot the problem We have offered to supply [redacted] a same model loaner phone to use while her phone is being repaired in the event that we need to send it for repair Our staff is happy to assist the customer with her phone issue.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Thank you for forwarding the complaint of valued customer [redacted] *** Bluegrass Cellular welcomes any opportunity to thoroughly review the concerns of our customers.Sales Leadership informed Mr [redacted] that he would not have to pay for any cost for the repair of his equipment as he was not advised up front what that cost would be Mr [redacted] indicated that he was pleased with this outcome, that he would tell hi friends how helpful we were to meet his needs, and he complimented our staff member ***, who works at the [redacted] retail location.Sincerely, [redacted] - Director, Customer Support [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted]
Thank you for forwarding the complaint from our customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a customer's dissatisfaction.I understand that our District Sales Manager has been in touch with Mr [redacted] and honored the pricing that was miss-quoted to him by our staff member This was Mr [redacted] desired outcome and we believe that he is satisfied with this action If you or Mr [redacted] have any follow up questions, please do not hesitate to contact me.Sincerely, [redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the concern from our valued customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a customer's complaint and appreciates the opportunity to respond.I understand that the explanation for the charges and credits associated with the plan change were not adequately explained to [redacted] There was an error charge on the bill which we did address, but our representative did not explain to [redacted] that the credit for the plan change would appear on next month's bill We reached out to make sure she understood this and offered for her to take the credit this month, lessening her payment for the February bill I understand that this was satisfactory to M [redacted] and that the issue is resolved.Please do not hesitate to reach out to me with any follow up questions.Sincerely, [redacted] ***
Thank you for forwarding the complaint of valued customer [redacted] to our attention Bluegrass Cellular welcomes this opportunity to thoroughly review and respond to a customer's concern.Upon review of Mr [redacted] 's experience, we will not charge the $for the screen damage to the loaner phone that he received We will also waive the charge for the insurance deductible due to the miscommunication and we will make additional efforts regarding training staff to ensure all information regarding equipment protection is clearly communicated.We apologize that Mr [redacted] had a poor experience and hope these actions will demonstrate our commitment to customer satisfaction If there are any follow up questions, please do not hesitate to reach out to me.Sincerely, [redacted] - Director, Customer SupportBluegrass Cellular [redacted]
Thank you for forwarding the complaint from [redacted] *** Bluegrass Cellular welcomes every opportunity to thoroughly investigate each complaint and respond accordingly.Ms***'s bills increased based on adding an additional line of service and for data usage which exceeded the chosen plan When contacted two weeks after adding the additional line of service, Ms [redacted] told our staff that everything was good and she was pleased with her service We have made every effort to work with Ms [redacted] by rerating her bill and extending payment due dates which were unmet At this point, we are uncomfortable with discussing the status of Ms***'s account with a third party without Ms***'s written permission We will be happy to work with Ms [redacted] regarding payments for the service she used.Sincerely, [redacted] Director - Customer SupportBluegrass Cellular ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business had me go to the local store to get a'loaner' phone which experienced the same issues as described I took that loaner ohone back today and was sent back home with my old device with only the statement 'that's weird' in response to this device had the same issues No resolition has been offered and this was the 4th device they've had me try Everytime simply 'that's weird' is the response I receive I've been trying to resolve the multiple issues for going on a year now Thank you for your time and help Revdex.com and have a good day.Regards, [redacted] ***
Thank you for forwarding the complaint issued to you by our customer [redacted] *** Bluegrass Cellular welcomes any opportunity to thoroughly review a customer's concern and we appreciate this forum to respond.Upon review of Ms [redacted] contacts with customer service, Ms [redacted] called on October 10, and was quoted a correct total balance of $480.20, of which $was due on October 13, Ms [redacted] didn't dispute that balance and stated that she worked for Bluegrass Cellular in a retail location for years Ms [redacted] called the following day on October 11, and was advised again that the total balance owed was $ Three days past the $payment due date, Ms [redacted] called to make a payment arrangement and the representative did quote an inaccurate balance of $which is what Ms [redacted] paid on that same day, October 16, 2017.When Ms [redacted] received a past due balance notification which signals that the service is subject for suspension, she contacted us and it was explained that her balance was not $ Ms [redacted] spoke with a member of Leadership who apologized for the incorrect balance quote, was given $in courtesy credits, and assured that additional training would occur for the representative We've reached out again to Ms [redacted] to apologize for the error, to make sure she is receiving her monthly bills, and to see if she has any questions about the charges on the bill or her existing bill balance.If you have any follow up questions, please do not hesitate to contact me [redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the complaint from valued customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly review any customer concern and we appreciate this forum for submitting a reply.We sincerely apologize for any miss-communication regarding the device protection policy and have replaced Mr [redacted] 's equipment per his request If you have any follow up questions, please do not hesitate to contact me[redacted] Director, Customer SupportBluegrass Cellular ###-###-####
Thank you for forwarding the complaint filed by [redacted] ***.We have been in touch with [redacted] and restored the Double Data promotion that he was requesting We have also credited the stocking fee Mr [redacted] responded to our leadership member that he was pleased with our response to his request and that he was planning on cancelling the Revdex.com complaintPlease do not hesitate to contact me if you require additional information [redacted] Bluegrass Cellular [redacted] ***
Thank you for forwarding the complaint submitted to you by [redacted] Bluegrass Cellular welcomes every opportunity to work with our subscribers to resolve their dissatisfaction.Our leadership team member has been in touch with [redacted] who stated that he was the person who submitted the complaint We worked with Mr [redacted] to explain methods of reviewing current data usage and we updated the contact number for text alerts We have issued a credit to the account which met with the customer's satisfaction.If you have any follow up questions, please do not hesitate to reach out to me.Sincerely, [redacted] Director, Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the complaint from customer [redacted] *** Bluegrass Cellular welcomes this opportunity to thoroughly review the actions that took place with regards to Ms***'s account.Ms [redacted] paid $for her equipment and $for equipment protection We have dismissed her account balance of $295.93, which is actually more than what she paid for these items Bluegrass Cellular does not believe that Ms [redacted] should be refunded $since she did not pay that for her equipment We are aware that Ms [redacted] is not pleased with not receiving the $in addition to the $295.93, but this is what we believe is the fair resolution.Sincerely, [redacted] - Director of Customer SupportBluegrass Cellular###-###-####
Thank you for forwarding the concern from customer [redacted] Bluegrass Cellular appreciates every opportunity to review a customer's concern.After reviewing the payment history and seeing that every bill the customer has received has included a past due balance (after the fist bill in October), indicating that Ms [redacted] has not paid one bill on time, we will not be able to honor her request for waiving reconnection fees Setting up a payment arrangement is not considered good payment history, the bill is still past due, and this type of payment history is what determines if a down payment may be required for additional services to be added to the account If you have any questions, please do not hesitate to contact me[redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Thank you for the reminder regarding follow up We have offered Mr [redacted] a solution and he is currently thinking about this option As soon as he had made a decision, I can respond in full
Thank you for forwarding the complaint from former customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a consumer's concern and to be able to respond via the Revdex.com.Mr [redacted] communicated with our company several times in March The first call was to request a special payment arrangement as he stated he lost his job and needed to lower his bill (this call was on 3/12/12) The next call we received was on 3/15/and Mr [redacted] stated he was having issues with his phone and wanted to know what the early cancellation fee would be, again stating he needed to lower his bill amount We received another call on 3/25/where Mr [redacted] stated that he was having problems with his phone accessing data, that a technician at one of our retail stores worked on the issue, but it only resolved the problem for one day We issued a $account credit and Mr [redacted] stated he would take the phone back to the store for the technician to repair.On 6/19/12, Mr [redacted] called to state that his phone wasn't working again We advised that he had purchased equipment insurance and explained the steps to file a claim Mr [redacted] declined and requested a bill credit Our staff explained that we couldn't issue another credit to his account, that the best resolution was to contact the company who provided equipment insurance Mr [redacted] stated that he didn't wish to file an equipment insurance claim On 7/2/12, Bluegrass Cellular received a port request from a new service provider that Mr [redacted] had selected to port his number to; per compliance rules, we disconnect service after that event The remaining balance on the account was not paid and Mr [redacted] was mailed final billing statements listing his ending balance with Bluegrass Cellular He never contacted us to dsipute the balance.The balance on the account is correct and includes unpaid service fees and an early cancellation fee.Please do not hesitate to contact me if you have any questions, [redacted] Director - Customer SupportBluegrass Cellular ###-###-####
Thank you for forwarding the complaint from valueded customer [redacted] Bluegrass Cellular welcomes every opportunity to thoroughly investigate any concerns from our subscribers.I understand that Sales Management has reached out to [redacted] requesting that she visit their office to trouble shoot the problem We have offered to supply [redacted] a same model loaner phone to use while her phone is being repaired in the event that we need to send it for repair Our staff is happy to assist the customer with her phone issue.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Thank you for forwarding the complaint of valued customer [redacted] *** Bluegrass Cellular welcomes any opportunity to thoroughly review the concerns of our customers.Sales Leadership informed Mr [redacted] that he would not have to pay for any cost for the repair of his equipment as he was not advised up front what that cost would be Mr [redacted] indicated that he was pleased with this outcome, that he would tell hi friends how helpful we were to meet his needs, and he complimented our staff member ***, who works at the [redacted] retail location.Sincerely, [redacted] - Director, Customer Support [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted]
Thank you for forwarding the complaint from our customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a customer's dissatisfaction.I understand that our District Sales Manager has been in touch with Mr [redacted] and honored the pricing that was miss-quoted to him by our staff member This was Mr [redacted] desired outcome and we believe that he is satisfied with this action If you or Mr [redacted] have any follow up questions, please do not hesitate to contact me.Sincerely, [redacted] Director - Customer SupportBluegrass Cellular [redacted] ***
Thank you for forwarding the concern from our valued customer [redacted] Bluegrass Cellular welcomes any opportunity to thoroughly investigate a customer's complaint and appreciates the opportunity to respond.I understand that the explanation for the charges and credits associated with the plan change were not adequately explained to [redacted] There was an error charge on the bill which we did address, but our representative did not explain to [redacted] that the credit for the plan change would appear on next month's bill We reached out to make sure she understood this and offered for her to take the credit this month, lessening her payment for the February bill I understand that this was satisfactory to M [redacted] and that the issue is resolved.Please do not hesitate to reach out to me with any follow up questions.Sincerely, [redacted] ***
Thank you for forwarding the complaint of valued customer [redacted] to our attention Bluegrass Cellular welcomes this opportunity to thoroughly review and respond to a customer's concern.Upon review of Mr [redacted] 's experience, we will not charge the $for the screen damage to the loaner phone that he received We will also waive the charge for the insurance deductible due to the miscommunication and we will make additional efforts regarding training staff to ensure all information regarding equipment protection is clearly communicated.We apologize that Mr [redacted] had a poor experience and hope these actions will demonstrate our commitment to customer satisfaction If there are any follow up questions, please do not hesitate to reach out to me.Sincerely, [redacted] - Director, Customer SupportBluegrass Cellular [redacted]
Thank you for forwarding the complaint from [redacted] *** Bluegrass Cellular welcomes every opportunity to thoroughly investigate each complaint and respond accordingly.Ms***'s bills increased based on adding an additional line of service and for data usage which exceeded the chosen plan When contacted two weeks after adding the additional line of service, Ms [redacted] told our staff that everything was good and she was pleased with her service We have made every effort to work with Ms [redacted] by rerating her bill and extending payment due dates which were unmet At this point, we are uncomfortable with discussing the status of Ms***'s account with a third party without Ms***'s written permission We will be happy to work with Ms [redacted] regarding payments for the service she used.Sincerely, [redacted] Director - Customer SupportBluegrass Cellular ###-###-####