Pay Tel Communications, Inc.

Initial Business Response /* (1000, 6, 2015/07/01) */
I do apologize for any issues that the customer may have hadThe processing fee of $is a third party processing fee for using the credit card serviceI applied a credit to the customers account of $and have refunded it back to their
card ending *** Hopefully this will resolve any issue

Out of all the places/auto shops that I have been to, this one stuck out the most, they're clean, you can tell that they know what they're doing and they are total sweethearts, I recommend that you go there before anyone else and while you wait there is a lovely spot to sit and relax and let all your worries about your car disappear until the next time, you get my jist but seriously check these guys/lady out!

Initial Business Response /* (1000, 5, 2015/12/22) */
Account has been credited today 12/22/15 $1.82 for the 1 min call received on 12/19/15. No contact was made with our company from this customer prior to this complaint to resolve this issue. If additional information is needed, please let us...

know.

Initial Business Response /* (1000, 6, 2015/09/01) */
Pay Tel did issue a courtesy credit for 1-1min call from 7/27/15- customer then asked for credit for 2 calls on 8/18/15, calls were monitored and via the technician both calls dropped on customers side, so no credit could be given. We do have a...

credit policy posted on our website that credit is not given for the following reasons.
Calls may be disconnected if any of the following activities occur during a call.
Stop talking without hanging up.
Attempts to make a 3-way call.
Attempt to answer Call Waiting.
Attempt to put a call on hold.
Attempt to transfer a call.
Use of a cordless phone (static).
Use of a wireless phone (dropped cell tower or static).
PAY-TEL does not accept responsibility for dropped wireless phone calls.
NO CREDIT WILL BE ISSUED FOR CALLS THAT ARE DISCONNECTED BECAUSE OF ONE OF THE ABOVE ACTIVITIES.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The calls were dropped and not on my part my phone had 4 bars and an alert so if signal is lost it will beep it was not my phone that's why I called I have lost money on calls many times and have not asked for credits but two in one day is ridiculous so I want my credit if it was on my part I would not ask and if it was my phone why did the automated system tell me goodbye if my phone lost signal and hung up how did the automated system talk to me my phone has went dead during a call I did not call for credits I am not a thief a liar or dishonest but if IM paying for service I expect service or my money I give the Revdex.com full access to my account information at least twice a week my call is interrupted I Haven't called but like I said twice in a row is insane Patel uses the phone lost signal as a way to not pay for interrupted calls because how can they tell if call was dropped due to signal loss the phones in the facility are problem prone and needs work I would like them to and I authorize them to send you my full call history of calls from June July and August and you see all of the dropped called and im only requesting two and they won't credit me like I said if it was my fault or my phones fault I would not have called them or wrote The Revdex.com and I would like to know how can they blame signal and they have no such technology to tell and if the automated system talks to me after call lost how did my phone hang up you guys should make them change their policy it is unfair to customers because they get to steal our money and say it's our fault with no proof they should simply say if your on a cell phone and your call is interrupted even if it's our fault you don't get reimbursed because we don't credit cell accounts for any reason even if it's our fault and we could start our accounts from home phones but blaming every lost call on my phone signal lies when in the past there months I been disconnected at least 10 times and three were my fault due to battery life and once for answering another call and I did not call then so why now I just want my money back or further actions against this company for lies and fraud
Final Business Response /* (4000, 10, 2015/09/04) */
We have credited the account $2.64 for the 2 calls on 8/18/15 that was requested...Customer was informed on 8/20/15 via one of the supervisors that no additional cell phone calls would be credited...so going forward no additional cell calls will be credited back to the account, the customer may want to consider taking calls from a land line phone instead of the cell phone if this continues to be an issue. We hope this will help to resolve the issue.

Final Consumer Response /* (4200, 12, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept my credits but nothing else Paytel has faulty service and equipment and the supervisor did not tell me no more credits she lied and said they don't give them it says on the site I edition the site and looked and she lied it says for bad signal they are misleading the public I signed up thru automated service from a phone call it does not say it on there at all it's now good business to want people to pay for service and if the service fails you don't reimburse the customer or blame us they are ripping people off and blaming I use my cell phone because I work 2 jobs if the phones take my money I will call again and complain again there are hundreds maybe more complaints online they know this is the system we have to use to speak to loved ones so they are taking advantage just like cost they we're charging before the class action suit I am not a crook a thief or a liar I just want service I paid for and if they are at fault for loss of servicing want my calls simple as that I shouldn't have had to contact the Revdex.com to get my money back and now they say never as long as I use my cell phone doesn't make sense does the Revdex.com think that's fair I hope not if they allow cell phones for service they should accept responsibility if they are at fault for interruptions

Initial Business Response /* (1000, 7, 2015/07/29) */
Complaint was sent to a technician on 7/21/15 and they determined that this is a third party number from XXXXXXxxxx to XXXXXXxxxx- Provider unknown.... The technician's first direct call was answered, but then the called party hung up...

(technician heard the phone go off hook then back on hook)...Subsequent calls 7/22 @08:40 went to a Voice Mail identified as (XXX) XXX-xxxx.. 7/22 @08:44 went directly to Voice Mail (no ID)... Technician's third call went to the (XXX) XXX-xxxx Voice Mail and they left a voice mail... Technician left a Voice Mail message explaining third party numbers - call forwarding and his need to talk directly with the Customer... Customer has not contacted us back, therefore we have closed the ticket as of 7/29/15.
Initial Consumer Rebuttal /* (3000, 9, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still having this problem nothing has changed
Final Business Response /* (4000, 11, 2015/08/06) */
On 8/3/15 the technician spoke with customer and explained that the issue was not a Pay Tel issue. She admitted she had a google phone line. As the technician explained they are not passing the pressing of the 3 digit all the time. Some calls are being let through such as 7/31/15 - 3 calls; 8/1/15 1 call; 8/2/15 6 days (one credited back to account); 8/4/15 2 calls; 8/5/15 2 calls; all funds were used and customer has made 2 additional payments. Technician has closed the ticket since there is nothing Pay Tel can do on our end.

Initial Business Response /* (1000, 5, 2015/06/16) */
I do apologize for the customer's frustration. When he spoke with the CSR and Supervisor on 6/9/15 the ticket was still with the technician. The technician did change carriers on the traffic to see if that would make a difference and was waiting...

on the inmate to attempt a call to the customer to see if that worked. There still have been no further attempts since 6/6/15. The funds are still on the account and we will be glad to refund that back to the customer if he will send a request to [redacted]@paytel.com. or if the inmate is still in the facility, let us know and we will ask the technician to continue to research the problem. Again I do apologize for any issues he may have had with our staff and in receiving the calls.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not contacted by anyone and transparent to me is the fact that my daughter mistakenly thinks that I simply am not accepting her calls as she has not tried to call since shortly before the need for the complaint arose. A simple refund in a attempt to get me to unlodge this complaint is unsatisfactory since no direct contact with me or attempt thereof was made. This complaint remains intact and in fact I will be contacting the Attorney General and the Department of Commerce at the end of 3 bussiness days if direct contact with me is not made and now that this feable attempt to make it go away has been made I insist on contact by the very supervisor that ended the phone call by hanging up. 3 bussiness days!

Initial Business Response /* (1000, 6, 2016/03/21) */
I do apologize for the frustration this customer has encountered with trying to receive the calls from the facility...Our technician had been working with our carrier since 3/10/16 and customer did then receive a call on 3/13/16 after payment...

was made 3/10/16...Next call accepted was 3/19/16...There does not seem to be any further issues with them receiving the calls...Customer had several attempts to their number on 3/18/16 which the customer explained to them on 3/19/16 they were out all day...The technician will continue to monitor activity to this number...Again I do apologize, but everything seems to be OK now...
Initial Consumer Rebuttal /* (3000, 8, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had the same issue twice again..it will work then not work. Consistent issue
Final Business Response /* (4000, 10, 2016/04/04) */
Again, I do apologize for any issues this customer has had. Technician has continued to monitor this account. There were 4 attempts on 3/19/16;1st call inmate hung; 2nd call no response from called party; 3rd call voice mail came on and 4th call customer accepted and talked. The next call was 3/24/16 - customer received and talked. Next call was 4/3/16 1st call went to voice mail and then at 4:55pm next call was accepted by customer and talked...Does not seem to be an issue any further. If customer does have any further issues they need to send us an email at [redacted]@paytel.com or call [redacted] and we will assist them...

Initial Business Response /* (1000, 9, 2016/04/13) */
We have a program where if an account is 6 months old and has had no activity, the account is placed in inactive status and a card is mailed out to the address on file notifying them that funds are on the account and what needs to be done to...

receive those funds...The 2 numbers stated was not inactive...the 205 area code was a 206 area code...If the customer will provide the account number that was over a year old with funds left on it I would be happy to research it for them...Sorry for their frustration with our company, we do not take the funds, the funds are left on the account until someone contacts us...

Initial Business Response /* (1000, 5, 2015/07/29) */
The response we received from the bank on the transaction in question was:
Declined (Authorization with the card issuer was successful but the transaction was declined due to a card code mismatch with the card code on file with the card...

issuing bank based on the settings in the Merchant Interface.)

XXXXXXXXXX Declined 23-Jul-2015 03:46:56 XXXXX, XXXX M [redacted] USD 16.00
The funds were approved by the bank but when the additional information was verified and the card code was mismatched with the card code on file with the bank it was declined, the bank had already put the funds in pending status, but since a decline was noted by the bank for the card code, Pay Tel did not receive those funds. The bank would be the one to reapply the funds back to the customers card.
The customer then attempted again at 4:30am on 7/23/15 and the transaction went through and funds were posted to his account. The customer has since that date made 2 additional payments on the account with no further issues. No additional actions to be taken.

Initial Business Response /* (1000, 5, 2016/02/25) */
I do apologize for the issue this customer had with our system...We had an outage at Pay Tel that occurred at 3:45am on Tuesday 2/23/16 and partially lasted until 1:30pm Wednesday 2/24/16 which is when the website was back up and running to...

allow payments to be made...Staff was able to start taking payments for the customers Wednesday morning at 8am for any that called into our 800#...Everything is now operable and available to all customers...Again we do apologize for any issues this caused any of our customers...It was repaired as soon as possible...

Initial Business Response /* (1000, 6, 2016/05/09) */
I do apologize for the way this customer feels about our Company - we are not in the business to add to their frustration or emotions...On account [redacted] customer was paying for calls from [redacted] County at the rate of $5.03 including taxes...

for a 15 min call...they then started receiving calls from [redacted] Cty. GA facility at the rate of $3.01 including taxes for a 15 min call...Payments were made on this account using the automated phone system and paying a processing fee of $3.00 to make the credit card transaction.
On 5/4/16 the customer received a call from the facility and chose to make a Just1call payment which just pays for the call you are currently taking which was for $3.01 plus $3.00 processing fee. (When the customer has low/no funds they receive an option to pay just for the one call they are receiving or to apply funds to their account for additional calls. We credited this account for this $3.00 fee on the Just1call on 5/4/16 as a onetime courtesy).
On 5/5/16 the customer made an automated phone payment of $10.00 plus the $3.00 processing fee.

On the other number [redacted] that has been mentioned on another response, a $17.00 payment plus a processing fee of $3.00 was made on 3/19/16 and on 3/22/16 was transferred to [redacted] to receive the calls from [redacted] GA at the rate of $2.98 including taxes for a 15 min call...Payments have been made on this number using the Automated phone system and included with each payment is a $3.00 processing fee as stated each time a payment is made...
Again, we do apologize for any problems they feel they have encountered with our company...

We do apologize for any issues this customer had - we did have a problem with our credit card processor on 8/12/17...The following is what transpired on this customer account...All issues have been cleared up...Trans Ending [redacted]  8/12/17 9:04pm Posted to account set up with Pay Tel $15.00Trans...

Ending [redacted]  8/12/17 9:06pm Rejected                             8/13/17 6:13pm Reversed back to customer card $15.00Trans Ending [redacted]  8/12/17 9:08pm Rejected                              8/13/17 6:13pm Reversed back to customer card $15.00Trans Ending [redacted]  8/12/17 9:11pm Rejected                             8/13/17 6:13pm Reversed back to customer card $13.00Trans Ending [redacted]  8/12/17 9:12pm Rejected                              8/13/17 6:13pm Reversed back to customer card $13.00When transactions are reversed, it is then up to the customers back to reapply those funds back to customers account...Again, we do apologize for the issue and have corrected the problem...

Friendly, helpful, fair and very professional staff. I went to get a MD state inspection at Churchill about two weeks ago. They fixed the minor problems for me for free. YES, FREE! Not major problems but some places I know for sure would have charged me a arm and a leg. My truck had only one major problem. I got it fixed and my truck passed. They recognized that I am a single mother who is down on her luck. They did not take me for a ride like some places would. Instead, they treated me fairly and with a lot respect. Churchill is now my new favorite auto care center.

I travel all over the U.S. and I have to say this about ChurchillAutoCare in Fredrick, Md. I live in S.W. Missouri. I was over a 1000 miles from home and another 200 + miles from my final destination. I was broke down with very few funds on hand and a big dog with me. I walked into their business with my dog and was greeted and treated like I was a neighbor or friend. I asked to speak to the owner ( DAVE ) and explained my situation to him. I was told that he would come check out my car when he took lunch. Which he did. He spent his complete lunch hour with me doing diagnosis tests on my car. He stated that he would try to research it more and would be back later. Well at approximately 5:15 that evening, he came back ( With NEW PARTS) and spent another hour and a half with me trying to get the car to start and run, but, was not able to without needing more test equipment.
He (DAVE) did not charge me, Not one penny for doing all of this. Plus, He (DAVE) treated both my dog and I like we were family. I made and few calls to family and a few friends and was able to get my car towed to his shop (ChurchAutoCare) Where he (DAVE) And his office manager (LAUREL) helped me to rent a vehicle and continue my trip while the car was being repaired. The car was fixed and secured, While I was visiting family in Delaware. Upon returning, The office manager
( LAUREL ) followed me back to the car rental agency, and waited in her car ( With my dog ) while I took care the paperwork, then drove us back to the shop. (At NO CHARGE ) And top of all this, Gave me a ex-military discount. And charged me FAR LESS than I would have been charged even where I live!
So I I feel that I should tell Everyone about this FAMILY AND PET FRIENDLY BUSINESS.
EVERYONE at ChurchAutoCare was friendly and VERY courteous towards both my dog and myself. I will ALWAYS be GREATFUL for Dave, Laurel and all the guys at ChurchAutoCare for making a me feel like more than just a customer, They made me feel at the very least like I was a person and not a dollar sign. Forever Grateful, Tim and my dog Klaus.

My family and I recently started taking our vehicles to Churchill Auto Care and it has been a wonderful experience. They recently worked on our Infinity Truck and I sent them this email afterwards thanking them for their excellent service. This is part of what I sent them:

"Hi,
I just wanted to really thank you guys for all that you do. From the first phone call I made to the time I picked up my truck, you guys were simply phenomenal.

Jorge, thank you for your professionalism and service. You explained everything to me in detail from the very beginning. Even when I felt I was asking too many questions or demanding too much, you never changed your attitude or the tone of your voice. You remained very professional and went above and beyond answering ALL my questions. I felt that you valued my business and did everything you could to ensure my satisfaction. From the calls back and forth and everything in between, thank you so very much..."