Cellular One

Thank you for the opportunity to provide a response addressing the complaint filed against Orkopina Cleaning ServicesOn Tuesday, September 19, 2017, Orkopina Cleaning Services serviced the property at [redacted] Rd in Westlake VillageThe resident of this property, E [redacted] , was our identified client as she was the person whom which we corresponded with regarding payment arrangements, scheduling and servicing details in her homeUpon arrival on the property, E [redacted] had three other family members present, all of which were requesting specific details in the home that they wanted to be cleaned in the service for that dayIn prior correspondence with E***, she stated that she had a restricted budgetAll of the services that were being requested by other family members would have been entirely possible for our company to provide, however the added detail requests would increase the total bill of serviceOut of consideration for E***’s statement about a restricted budget, I clarified with E [redacted] and her family members regarding who was going to be paying for the servicesI then proceeded to walk the property with E [redacted] alone in order to go over service details, as she was the sole person payingAfter reviewing her priorities and details of our service, I proceeded to have our employees begin the job and provided them a list of the job expectationsConsidering the restricted budget, and our hourly rate, I also reminded the employees of a time restriction and to plan the service according to the priorities identified by E*** E [redacted] was onsite for the entire duration of our serviceAs a successful company with over years of experience, client customer service is our main priorityWhen the client is present at the end of a job, it is company protocol to review quality satisfaction with the client after a job has been completedE [redacted] was onsite for the entire duration of the service, and following company protocol; I walked the site with her as she thoroughly checked the details of the cleaning in my presenceShe did not report any complaints at that time and proceeded to pay for the services based on the amount of hours worked which was agreed upon in our prior correspondenceSeveral days after our services were provided we received a letter from the Revdex.com that E [redacted] stated she was unhappy with the services.It is my understanding that E [redacted] is stating that I treated her, her family and my employees poorlyIn response to this, I have written statements from employees documenting their subjective experience of how I treated them at that jobThese documents do not endorse any of the accusations made regarding me treating my employees poorlyAlso included in the documents are my employee’s objective statements supporting E [redacted] was in fact onsite for the entire duration that the services were providedSincerely,V [redacted] Owner Orkopina Cleaning Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below There were several errors & omissions with vendor's reply: Order was place on 4/7/The logo and other wordings were clearly emailed to [email protected] the same dayOn 4/12/I approved only the logo, concerned why the wordings were not there I asked for "a proof of the artwork to include the name, address...etc, as per my emailed" but the reply I got was too late to make a change because I have approved it! I received the order, found the errorOn 4/19/I communicated with [email protected] the error, she admitted itI then simply asked for a Return LabelThere was NO REPLY! I asked for the Return Label again on 4/There was NO REPLY! On 4/21/I asked "Is there a reason my request has been ignored?" There was NO REPLY! I received a very nice email from their President, Mr [redacted] on 4/21/ "Greetings and welcome to the 4imprint family..."I emailed Mr [redacted] on 4/26/that "I was flattered by getting such email from the CEO!" and reflected to him the issue that I encounteredUnfortunately, there was NO REPLY! I asked Mr [redacted] on my 5/2/email "Is there a reason my request has been ignored?" There was NO REPLY! I am perplexed, why do I have to go this far and go thru this much for a company claimed that "We remain committed to satifying this customer"? My answer is “I’m not interested in dealing with this company anymore, leave me alone! I don’t want to hear from anyone from this company anymore!” Regards, [redacted] ***

We fully admit we handled his order improperly, are sorry it has gotten to this point and remain committed to making it rightWe don’t dispute his account of what happened at all, fully admit his order went wrong and feel badly about itThe only reason we looked through all emails to/from him was to try to figure out what happened as we don’t typically ignore customersUpon review something clearly went wrong somewhere as we didn’t receive all of his emailsPlease let us know what we can do to make this right.Thank you, [redacted] ###-###-#### X

This was a free/complimentary sample, not an orderA free sample is meant to give the customer the opportunity to touch/feel the product and decide if they would like to place an order for that item with their logo/artwork on itWe apologize for any misunderstanding and the customer can keep/discard the item at no charge

Ms [redacted] - I have received your complaint and apologize for the equipment issues you have experiencedOur District Manager, [redacted] has left a voicemail message for you to arrange a time to replace your handsetThank you for giving us this opportunity to correct the situationPlease let me know if there is any further I can do for you!

Thank you [redacted] I will personally be in contact with you to get the details for the remake of your pens [redacted]

Complaint: I am rejecting this response because:I do not agree with the response The owner And I did discussed our budget the night before prior to arranging the appointment Having a tight budget doesn’t mean that we were trying to skimp on a good cleaning service or paying for oneI was months pregnant and I wanted to make sure certain things were well taken care of accordingly as I would not be able to do myselfLike cabinets and bathrooms and hard to reach areasWhen he arrived we went over exactly what we were looking for and he said it would be more money because it would take more time and we all agreed We were very specific about communicating that making sure inside of stuff like cabinets , closets areas were our stuff would eventually go into was very important for us to be sanitized My mother in law who was also present was the person who would be paying for the service His overall tone in communicating with us and his employees was basically a bit rudeHe then left and said he would be back to pick up his employees I was present during the workers servicing my home but I was doing other things as I was getting ready for the movers to come the following dayI also tried to keep a bit of a distance because the cleaning supplies that were used were harsh in smell and I was months pregnantI did talk to him about the potential of using chemical free products over our initial conversation but he said his products were the best and highly recommended for “sanitizing” a new home so I went with it because sanitizing was very important to me because I have a 4yr old and I was pregnantIt was a long day so when the job was done we left as my husband and I had to prepare for the moving company for the following dayThe following day when I started to unpack boxes and get stuff ready to put into cabinets is when I notice the filth that was still present in the cabinets etcI texted him immediately upon noticing and even texted him pictures to show him how dirty the inside of my cabinets and other areas wereBelow you will find the pictures that I texted him and they are dated in my phoneI found myself months pregnant and having to redo and clean all the cabinets myselfThis was very hard for me to do and taxing on my bodyI was very stressed over the situationMy water broke few weeks later and my baby was born months early Overall I did not receive a good cleaning serviceIn good faith I asked he would at least return half of the amount collected but he never responded to that text messageI am asking for a full refund because I was the one who was left to redo all the cabinets and more all on my own Regards, E [redacted]

Not clear what the problem with our website "contact us" page is and would need more detail from the customer on how to replicate the alleged issueAlso, I have removed [redacted] at Edge of the Woods from any of our future catalog mailings per the customer requestIt could take up to months in order for all the mailings to stopFYI - we have no previous record of anyone requesting to stop mailings to [redacted] [redacted]

Thank you for the explanation and identifying that issue on our websiteI have passes along to our IT department to have a look I have removed you from our mail list***

[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 11869526, and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

11px;">Customer was let out of contract and waived ETF's they owe the final bill of $They Started their service on 8-it was disconnected on 9-and on 9-equipment was returnedAttached is notes showing we waived the ETF and that she returned the equipment as well as showing they did have some usage on the devices while they had themit comes out to gigs of data and minutes of talk time then the other screen shot shows gigs of data and minutes of talk timeThere are also notes of how we had a technician go to her home and test the areaand found we had service thereAnd we still let her out of the contracts (3) with no early termination fees. Customer is responsible for the final bill *** *** Retail Sales Representative *** CellularONE Mexia/Groesbeck *** ***
*** ***

[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 I will send info for remake those pensPlease let me know contact person, email, phone
Regards,
*** ***

It appears this matter has been resolved*** *** services have been disconnected and his early termination fees waived as he requested.I apologize for the issues *** *** has experienced while traveling outside the Cellular One home coverage areaAlthough Cellular One does provide
nationwide service plans, we rely, like most carriers, on our roaming partners to supplement coverageThe main issue from *** *** complaint appears to be Billings, ***. On the upside, *** *** was able to use a considerable amount of voice and data, indicating a measure of success with his services.We are disappointed to lose *** *** as a customerWe sincerely hope his new provider will give him the coverage he needs for his travels. We understand how important mobile services are to stay connected to family and work.Should there be any further questions or concerns, please feel free to reach out to me at our Corporate offices

December 13, 2016 Dear Madam/Sir: We have reviewed the above referenced account and have made the following observations and adjustments to assist with the resolution of Ms***’ account Ms*** states that she had completed her service contract, however on September 1,
Ms*** renewed her services in order to receive new data pricing on her lines. Typically equipment is provided upon renewal; however, in Ms***’ case no equipment was requested or provided. Therefore, we have adjusted off the early termination charges of $270.92. On October 27, 2016, we received a letter requesting to disconnect two of her linesAt that time there was a $outstanding balance on the account. We attempted to reach out to Ms*** on October 31, to verify her request; unfortunately, no alternate contact number was provided for Ms*** and her Cellular One services were suspendedOur goal in reaching out to Ms*** was to see if we could provide assistance so that she could continue her services as she had indicated hardship in her letter In light of the delay in Ms***’ disconnect, we have made an adjustment to her account for the two months since the letter was received; this adjustment offsets the billing for October and November for a combined credit of $(This credit includes reversal of all late fees associated with billing.) The remaining balance as of today on Ms***’ account is $This is the balance owed from September 2016, prior to her disconnect request letter. Understanding this is the holiday season, we will gladly accept small payments to the remaining balance beginning in January Ms*** will need to contact us to make the payment arrangements on her account. It is our sincere hope we have resolved this matter to Ms*** satisfaction Best regards, Karen P***Director of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,*** ***

Dear *** ***, My sincere apologies for the issues you experienced with your CellularOne servicesI will review your calls to our Customer Care department as they are recorded, in order to learn more about what transpired with your service and the complaints you registeredMy
goal is to offer coaching to our agents in the event we rendered incorrect or inaccurate informationBased on your complaint, I am inclined to think you may have had a phone issueThere are several options that should have been offeredDepending on the length of time you had your phone and it's condition, a replacement may have been an option Your disconnect request was processed on 7/26/I personally credited back the terms fees of $to your account todayAt this time you have a credit balance of $which will be refunded to you in the form of a checkA check will be issued to the address on fileIf you have any concerns that we do not have your most current address, please feel free to contact usI would anticipate to receive the refund check in approximately 10-days.Once again, I apologize for any inconvenience with our serviceI am disappointed we lost your business over a resolvable issueI truly wish your concern had been elevated to a Supervisor earlier so we could have been of assistance prior to your decision to leave CellularOneIf you have any other questions or concerns, you may reach me at *** *** ***Director of Customer OperationsCellularOne

We reached out to the customer to resolve this matterOur Merchant tells us that the customer stopped the payment on the $and we never received it. She told the bank that her credit card was stolen and our Merchant said that because the terminal was not chip compliant yet we
would have to take her to small claims court to get paid.Once we told her that that was our intention she then agreed to pay $for the serviceThe customer then canceled the $from her bank At this point we have never been paid and are filing a small claims against her. All we are asking her to do is show that it came out of her account and we can show that to our Merchant Provider because their records show we have not been paid at allWe certainly want to resolve this matter to every ones satisfaction but we can't refund money we don't have. If she can provide us with the digit number we can give it to our merchant services and they can try to help. Thank you,*** ***

Worst company I have never done business with ! Yes you read it right. I ordered new phones and signed up for service. I never got my phones although they were promised as arriving on Monday. This required my waiting on hold for the better part of an hour ! They put the wrong address on them and they were returned ! I called and was put on hold for a hour. Finally went on chat mail and was #99 in line to be connected ! Took an hour ! I canceled the service completely and they had the nerve to tell me they were waiving any fees and refunding my money !. My neighbor I have found out had their service and dropped them due to dropped calls and not getting a signal except in certain parts of her home. We live right outside Orlando Florida ? I would run far away from cellular one and pay any amount to avoid them.

There is no way to click reply on the Revdex.com web site, you need to accept or deny reply. You can only reply when you click do not accept. Wow!, Really, go to bottom of your home page since contact us is no where to be found at the top, Lower left under Corporate, click contact us,Then when you go to the contact us page, under NEED HELP? you will see an email icon, CLICK IT, you can even click call andit does nothing. Only chat works.Your email link https://www.4imprint.com/infopages/contactus.aspx#Email is stuck at a position pointer. Your Tech does not know whatthey are doing. Even a form would have been better than this.My only other option was to contact you through the Revdex.com.Remove my address from your mass mailings list. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]