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Kathy's Scuba, Inc.

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Kathy's Scuba, Inc. Reviews (36)

May 10,
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RE: Customer: *** ***
Case ID: #***
Time Warner Cable has investigated the subject matter, and we describe below the current status of this issue regarding *** ***’s complaint:
Our records indicate that a Plant Maintenance work order was completed by our Maintenance Team on 5/4/15. This work order was intended to adjust the signals at the pole. Since Mr*** states that he is still experiencing service issues, the information has been escalated to our Technical Operations Leadership Team. Mr*** will be contacted very soon by Leadership to have the issue addressed. One the service issue is resolved; we will be able to apply a credit to the account to rectify the situation
Time Warner Cable apologizes to Mr*** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

October 28,
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Debbie Rodgers
Revdex.com, IncRE: Customer: *** ** ***
Case ID: #***
Dear MsRodgers:
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding*** ** *** complaint
Upon receiving this complaint, *** *** was contacted to discuss her billing concern. The account was reviewed and it was determined that an expired code which drew a charge of $***, rather than the new $*** charge, was the reason for the discrepancy. Often times, there are promotions which bundle certain services to discount the pricing available and sometimes the coding of particular services are not able to be changed at that time because it may void out the special pricing of other services.
*** *** also expressed concern with a Front Counter representative who she had dealt with previously. It was explained to *** *** that the information provided regarding the representative would be investigated and escalated to senior leadership to provide coaching opportunities if necessary. We have credited the difference of the charge for one year, which totaled $***
Time Warner Cable apologizes to *** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

We have provided *** *** the promotional offer of $*** for months on his account. This is a non-renewable promotion and at the end of the month period *** *** will
be subject to the prevailing price at that timeTime Warner Cable considers this matter to be resolved

We reviewed *** account and did not find a trouble call in place for reported service issues. On June 22, customer contact was made and we were able to schedule a
trouble call for June 23, 2015. Our technician discovered an issue and made the needed repairs concerning the digital set top box. Time Warner Cable has also confirmed that his account is currently showing a current zero balance
Time Warner Cable apologizes to *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding*** ***
12pt">complaint. *** *** account has been corrected and the billing statements she received in the amount $*** or $*** she can disregard. At this time her account reflects a zero balance. Time Warner Cable apologizes to *** *** for the inconvenience this situation may have causedThe cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

March 18,
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RE: Customer: *** ***
Case ID: #***
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding *** ***’s complaint
The results of the investigation show that on 12/01/2014, the programs in question were ordered by someone in the home using our Impulse Upgrade Functionally. This allows customers the capability to use their remote control to upgrade their TWC level of service on screen rather than calling in to speak with a customer service agent. Time Warner found no errors with the order and has denied any refund for the packages
Time Warner Cable apologizes to *** *** for the inconvenience this situation may have causedThe cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service you expect and deserve from Time Warner Cable.
Sincerely,
Time Warner Cable

Case ID: *** Dear*** ***: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding *** *** complaint Time Warner Cable has reviewed*** account and our Technical
Operations team dispatched our Plant Maintenance team to investigate on April 30, During this investigation this team located an issue with a main cable line within our system that was causing *** *** service issues and successfully repaired this issueDuring the morning of May 3, our Technical Operations team make contact with *** and she advised this team that all of their services we working to her satisfaction and she is no longer having any issues with her serviceAs a courtesy, Time Warner Cable has issued a credit of *** to her account which she will see in her next billing statement Time Warner Cable apologizes to *** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 5/14/Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable has reviewed *** *** account and we have found that while she did indeed make payments in the month of February these payments were not made in the same billing cycle which is causing *** *** to pay a month behind as explained in great detail our original responseWe have received a partial payment for $*** on 5/12/and this left a remaining balance of $*** of which $*** is past due and due immediately and the remaining amount of $*** is due on her due date of 5/28/If *** *** would like to bring her account to a $balance she would have to pay a total of $*** before her current billing cycle ends which is 6/7/*** *** is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing systemTime Warner Cable apologizes to *** *** for the inconvenience this situation may have causedThe cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closedPromised completion date: 6/7/
In addition, the business provided the following additional comments:
Time Warner Cable has reviewed *** *** account and we have found that while she did indeed make payments in the month of February these payments were not made in the same billing cycle which is causing *** *** to pay a month behind as explained in great detail our original responseWe have received a partial payment for $*** on 5/12/and this left a remaining balance of $*** of which $*** is past due and due immediately and the remaining amount of $*** is due on her due date of 5/28/If *** *** would like to bring her account to a $balance she would have to pay a total of $*** before her current billing cycle ends which is 6/7/*** *** is invited to visit one of our local sales and service centers if she is still unclear on the timing of her billing statements and the timing of her payments so that we may explain it to her with the visual aid of our billing systemTime Warner Cable apologizes to *** *** for the inconvenience this situation may have causedThe cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed

August 4,
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Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding *** ***’s complaint
Time Warner Cable has investigated *** *** account and has found that when he contacted us to make a payment he asked to update his payment information that was on file with us prior to being transferred to the automated system to process his paymentDuring the updating process our agent inadvertently placed*** *** into auto payment with the new informationAdditionally, we can confirm that a refund was requested in the amount of $**on 7/3* and processed on 8/*/*Our records indicate that we spoke with*** *** on 8/*/*and advised him that his funds would be placed back on his card within 3-business days
Due to the error TWC is willing to reimburse *** *** any additional overdraft charges that were a result of the auto withdrawalIn order for us to process this additional refund *** *** is asked to send us his bank statement showing the overdraft charges as a result of the unauthorized payment via fax to the attention of the Office of the President at *** and we would be happy to expedite the additional refund for those fees
Time Warner Cable apologizes to *** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 6/18/Value of proposed resolution (USD): Description of proposed resolution: Time Warner Cable does NOT have *** *** husband listed as an authorized user on her accountIf she would like to add him as an authorized user to avoid any security concerns in the future she may do so by calling our customer care at her leisure at *** Additionally we are in the process of investigating her claims regarding our agents mistreating her husband and we will handle administer feedback to these agents internally once the investigation is completePromised completion date: 6/20/
In addition, the business provided the following additional comments:

Time Warner Cable has reviewed *** account and escalated her concerns to the agents’ supervisor. The findings of the investigation show that *** did not provide her SS # when
placing the order but rather her driver’s license #. SS #s are used to run a risk assessment and based upon the results of that a deposit could be required. That process may not have been clearly communicated to her. We have contacted *** and explained it to her. A separate bill to address was added to the account on 6/15/and the statements will be mailed to the address she provided going forward.
Time Warner Cable apologizes to *** for the inconvenience this situation may have caused

Time Warner Cable has added *** *** to our “Privacy Opt-Out”
database today March 11, This will automatically stop us from contacting her regarding any marketing attempts via mail, telephone and emailPlease allow 7-business days to allow the database to update and *** *** contact information to be removed from our solicitation listTime Warner Cable also invites *** *** to register herself on the national Do-Not-Call registry by visiting http://www.donotcall.gov or via phone by calling (888) 382-if she has not done so already. Time Warner Cable apologizes to *** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed. Please do not hesitate to contact me if you have any questions. Sincerely, *** ***, Executive Response Specialist *** *** ***

We apologize for any inconvenience*** *** has received $***.** in credits for her service
">issuesShe was advised that a new promotional rate would be offered when the name was changed on her accountThis change took place on 5/4/The new monthly rate is $***.** with taxes and fees includedTime Warner Cable considers this matter to be resolved

Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding *** *** complaint. Unfortunately, I was able to review the call to verify what *** *** was quoted due
to the call not being capture. However, I was able to place *** *** into a month promotion with Standard Internet and Home Phone service at monthly rate of $*** which includes tax. In addition, *** *** account has been credited $*** for difference. Time Warner Cable apologizes to *** *** for the inconvenience this situation may have causedThe cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Time Warner Cable appreciates the opportunity to review *** *** former account concerning a billing dispute. Our findings indicate that *** called Time Warner Cable October 19, and requested all
services be disconnected on November 14, 2014. Unfortunately, the services continued to bill until December 5, 2015. We have corrected the statement by backdating the billing to November 14, 2015. We have also confirmed with *** that the account was closed in good standing and the account balance is zero
Time Warner Cable apologizes to *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

Dear *** ***: Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding *** *** complaint. Time Warner Cable has investigated Ms.*** account and found that an amount of
*** is owed on a previous an account that *** *** had with TWC in the pastTime Warner Cable reserves the right to refuse service to anyone until all debts have been paidTime Warner Cable’s risk management team has offered to work with *** *** regarding this debt to reestablish service but has refused our offer Time Warner Cable has also found that *** *** made a payment of *** in cash on 5/13/with the intent of paying for her first month of service and applicable reconnection charges to establish new serviceSince *** *** has rejected our offer to satisfy her debt with TWC we are currently processing her refund for ***Since this payment was made in cash we must process this refund in the form of a check as Time Warner Cable does not refund in cashThe process for refunds is 4-weeks and *** *** can expect a check to arrive via the USPS at the address provided on this complaint within this time Time Warner Cable apologizes to*** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed. Sincerely, Time Warner Cable

Time Warner Cable made an offer to resolve this complaint. The details are as follows:
Date that proposal was made: 8/8/** Description of proposed resolution: We have received *** *** bank statement showing his overdraft feesWe submitted the information he provided and his overdraft fees of $** was refunded back to his card that is on file*** *** can expect these funds to show in his bank with in 3-business daysWe have attempted to contact *** *** on the number he provided our corporate office but we were receiving a message that states "this number is not accepting phone calls" with no option to leave a messagePromised completion date: 8/7/

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10046937, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have double paid February and will in May Thus I am caught up and should have a zero balance with no late charges or return fees attached I owe you by May 28,; but not a penney more.
Regards,
*** ***

June 16, 2014">
Revdex.com Columbiana, Mahoning, & Trumbull Counties
P.OBox
Youngstown, Ohio
RE: Customer: *** ***
Case ID: ***
Dear MsRodgers:
Time Warner Cable (“TWC”) has investigated the subject complaint, and we describe below the current status of this matter regarding*** *** complaint
Time Warner Cable has reviewed *** *** account and has found that when she contacted our offices to set up future dated payments on 6/2/to avoid a disconnection due to non-payment the agent that set it up used the incorrect code to prevent the disconnection from taking placeWhen *** *** made us aware that her services were interrupted by mistake we quickly added the correct coding and restored her servicesWe have applied a credit of* for one full day of service due to the error with her billing coding
Time Warner Cable also takes the privacy of our customers very seriously and has several security measures in place to help protect our customers from fraudulent activity*** *** account is secure with an active PIN number that our agents must ask for when discussing personal information regarding her accountIf the caller cannot verify this information our agents are not able to assist the caller with certain aspects of their accountTime Warner Cable is currently investigating to ensure that our security procedures were followed in this case and will provide feedback to our agents if they were notIn the future, *** *** can provide her husband with the PIN number that is on her account or she may contact us at her leisure to add her husband as an authorized user on her TWC account so that she can avoid this situation in the future
Time Warner Cable apologizes to*** *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

Time Warner Cable has reviewed *** account. We find that *** does not qualify for the Time Warner Cable “Better Guarantee”, as our day money back offer is not
included with Time Warner Cable’s Intelligent Home product. While we are very sorry that she is not in agreement with our early termination fee, it will be accessed if she disconnects the Intelligent Home service prior to the end of the agreement she signed.
Time Warner Cable apologizes to *** for the inconvenience this situation may have caused. The cornerstone of our philosophy has always been to provide “excellence in customer service” and we will continue working to provide the high quality of service expected and deserved to our customersWe have completed our investigation of this matter and consider it closed.
Sincerely,
Time Warner Cable

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