When speaking with [redacted] , he stated that he was having billing issuesWe fixed the billing issues and then he went on saying that he wanted the NHL packageThat is something we do not offerHis work hours are our works hours so its a hard to resolve this issue via phoneWe did leave him a voicemail stating that he can come into our North Royalton location to resolve the issue moreMoving forward, we haven't heard from [redacted] We took care of the bill and we do not offer the NHL package
[redacted] was offered a bill credit to offset the cost of the NHL Center ice package for his DIRECTV accountIn regards to the customers claim of us not being DIRECTV this is incorrectFor the record, there are not corporate DIRECTV locationsJust like most fast food franchises, DIRECTV has indivdual sales dealers that sell their servicesWe are a authorized at&t/DIRECTV dealer, and have great standing with DIRECTV in terms of customer service and salesI will personally be contacting [redacted] today to see why what he originally agreed to, is not a sufficient resolution to his issue
Business responded by phone as follows:This customer issue has been resolved The company gave him a $Visa gift card Al said that he thinks this customer had dealings with a salesperson that has since been terminated, who was providing incorrect information
After investigating this matter we noticed that the pending promotions and credits have not reflected on [redacted] billing cycleWe did reach out to [redacted] and they advised that this would take anywhere from 2-billing cycles before he sees a rate deduction on his [redacted] + [redacted] billingDue to the nature and circumstances of the matter we labeled this as HIGH PRIORITY and our account manager was able to ensure the competitive rate would reflect on the next billing cycleWe did speak with [redacted] about this resolution attempt, we are compensating him with $Visa Gift Card for any overage he may have paid in the meantimeAfter explaining this to our client he stated this would be a satisfactory resolution and would like it an email explaining billing more thoroughlyWe have every intention of resolving any future issues with this clientThe sales representative was terminated on March 3rd
Consumer voicemail telephone response as follows: Consumer stated company did call him the next day after sending the e-mail to Revdex.comConsumer stated he was without a phone and company could not reach him.Consumer stated he did contact company that same evening to state he would be more than happy to speak with the company.Consumer states the company never called backConsumer states in company's response, company stated they offered the consumer what he wanted in the first placeConsumer states if was the case, consumer would not have filed a complaint with Revdex.com.Consumer stated this matter is not resolved and company is making matter more complicated than what it should be
We have been in contact with this client and have every intention of resolving this matterAfter speaking with the client last Monday on November 28th, we advised [redacted] that this account would go into investigation and could take 7-business days to rectify irregularities with her billing and making sure service quality is at a satisfactory levelAt this time we will continue to resolve this consumer escalation within the 2-business days as stated to the clientWe have our client's best interest and I understand this action taken is to put more urgency on the matter, however we have NOT had adequate time to RESOLVEAs an organization we will make sure our client is satisfied with the services acquired from our dealership and a coaching session with be made with the representative for accountability, we will put better measures in place to prevent matters like this from happening in the futureThank You
After speaking with Aaron O [redacted] he stated he won't be at his vacation home until June. We are giving him two complimentary HD receivers to add to his home. Because the client was running into difficulties with the Protect America, we promised to bring his rate down $15 a month per home. He requested that it be setup in his Mississippi when he goes to his vacation home. The client feels this is a appropriate resolution and that he will be updating the BBB in regards to the resolution. We will work delicately that Aaron has good services from our company from here on out. He stated that he was happy about with everything moving forward and he was appreciative. Moving forward this complaint has been resolved.
When speaking with [redacted] , he stated that he was having billing issuesWe fixed the billing issues and then he went on saying that he wanted the NHL packageThat is something we do not offerHis work hours are our works hours so its a hard to resolve this issue via phoneWe did leave him a voicemail stating that he can come into our North Royalton location to resolve the issue moreMoving forward, we haven't heard from [redacted] We took care of the bill and we do not offer the NHL package
[redacted] was offered a bill credit to offset the cost of the NHL Center ice package for his DIRECTV accountIn regards to the customers claim of us not being DIRECTV this is incorrectFor the record, there are not corporate DIRECTV locationsJust like most fast food franchises, DIRECTV has indivdual sales dealers that sell their servicesWe are a authorized at&t/DIRECTV dealer, and have great standing with DIRECTV in terms of customer service and salesI will personally be contacting [redacted] today to see why what he originally agreed to, is not a sufficient resolution to his issue
Business responded by phone as follows:This customer issue has been resolved The company gave him a $Visa gift card Al said that he thinks this customer had dealings with a salesperson that has since been terminated, who was providing incorrect information
After investigating this matter we noticed that the pending promotions and credits have not reflected on [redacted] billing cycleWe did reach out to [redacted] and they advised that this would take anywhere from 2-billing cycles before he sees a rate deduction on his [redacted] + [redacted] billingDue to the nature and circumstances of the matter we labeled this as HIGH PRIORITY and our account manager was able to ensure the competitive rate would reflect on the next billing cycleWe did speak with [redacted] about this resolution attempt, we are compensating him with $Visa Gift Card for any overage he may have paid in the meantimeAfter explaining this to our client he stated this would be a satisfactory resolution and would like it an email explaining billing more thoroughlyWe have every intention of resolving any future issues with this clientThe sales representative was terminated on March 3rd
Consumer voicemail telephone response as follows: Consumer stated company did call him the next day after sending the e-mail to Revdex.comConsumer stated he was without a phone and company could not reach him.Consumer stated he did contact company that same evening to state he would be more than happy to speak with the company.Consumer states the company never called backConsumer states in company's response, company stated they offered the consumer what he wanted in the first placeConsumer states if was the case, consumer would not have filed a complaint with Revdex.com.Consumer stated this matter is not resolved and company is making matter more complicated than what it should be
We have been in contact with this client and have every intention of resolving this matterAfter speaking with the client last Monday on November 28th, we advised [redacted] that this account would go into investigation and could take 7-business days to rectify irregularities with her billing and making sure service quality is at a satisfactory levelAt this time we will continue to resolve this consumer escalation within the 2-business days as stated to the clientWe have our client's best interest and I understand this action taken is to put more urgency on the matter, however we have NOT had adequate time to RESOLVEAs an organization we will make sure our client is satisfied with the services acquired from our dealership and a coaching session with be made with the representative for accountability, we will put better measures in place to prevent matters like this from happening in the futureThank You
After speaking with Aaron O [redacted] he stated he won't be at his vacation home until June. We are giving him two complimentary HD receivers to add to his home. Because the client was running into difficulties with the Protect America, we promised to bring his rate down $15 a month per home. He requested that it be setup in his Mississippi when he goes to his vacation home. The client feels this is a appropriate resolution and that he will be updating the BBB in regards to the resolution. We will work delicately that Aaron has good services from our company from here on out. He stated that he was happy about with everything moving forward and he was appreciative. Moving forward this complaint has been resolved.