Verizon Communications

My home warranty company assigned Advanced Appliance Service (AAS) to repair our downstairs AC unit during a very hot spell in August 2016. When I researched AAS I was appalled at the number of horrible reviews they received. Therefore, when AAS called to arraign a time for their technician to come I asked lots of questions about their services, the complaints against them, and considered rejecting them from the outset, even knowing the home warranty company would squawk. However, my telephone conversation with the AAS officer manager was pleasant and reassuring. I told her I did not want a simple "add some freon and let's wait and see what happens" visit. I told her there was likely something else wrong since freon had been added only 2 months previously by another provider through the same home warranty company. She agreed to note the symptoms on the work order, agreed to get someone out to our home the next day, and seemed very earnest in her approach. So with trepidation I agreed for them to do the work. A technician did arrive on schedule the very next day. He was very friendly, did a good job and allowed me to watch, ask questions, and learn what he was doing at every step. He rewired the 24 volt system, installed new contacts, added a stop leak substance and 1 lb of freon R22. Without me asking, he brought up how much he enjoyed working for AAS. Maybe my being a squeaky wheel from the start and asking all those questions made me get special attention; and I can't speak to the problems others may have had. But I can say I was very pleased with the work done and the two people from AAS that I had contact with.

Several attempts have been made to reach the customerwithout success and a call me letter was mailed. We need to speak with thecustomer in order to discuss and issue orders customer may want issued.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Ok verizon you win keep your $30. You are big business you always win. Your service is horrible. You cancel appointments and don't inform customers. You can't get straight answers on the telephone. Just guesses and maybes. Verizon is the worst company overall I have ever dealt with. Thank you for no longer being part of my cable or cell phone service. I am now with [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Services were reverted to a double play. Additionally, should the claimant want to cancel service, we will waive the ETF.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:
Unacceptable reply from Verizon.
Sincerely,
[redacted]

1/**/15 I spoke with [redacted] to acknowledge the complaint and he advised the telephone number associated with this complaint is ###-###-####.  [redacted] called me back and requested all communication be via email to [redacted].  2/**/15 Verizon Appeals representative...

spoke with [redacted] who again advised he wanted to correspond via email.  The Appeals representative sent [redacted] emails on 1/**/15 and 2/*/15 with no response received.  Verizon records indicate the account was disconnected 1/*/15 and reflects a credit balance of $14.33.  I sent [redacted] a please call letter via email.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I just received my refund check in today's mail. So, as far as I'm concerned, I've received the resolution I wanted and the case is closed. Thanks again, [redacted]
Sincerely,
[redacted]

Please be advised a Verizon Financial Services Specialist spoke to [redacted] January**, 2015 to review the account.  She was able to confirm with [redacted] that she has two payments scheduled on Verizon.com.  She stated that once the last payment is made she is requesting the account...

to be closed due to the error with auto pay. [redacted] made reference that auto pay removing was our error and now they have to pay this large balance. We explained that the account was charges one late fee of $0.45 in which was credited off all other charges are for services rendered. [redacted] feels it was Verizon error for not notifying them regarding the account balance. It was explained an email was sent out reporting the account being removed from auto pay on 11/**/2014 as well as bill notification have been sent advising the balances due. [redacted] confirmed the address emails were sent to was her email; however uses her work email. [redacted] did not want to set auto pay back on the account as intending to cancel services. She also requested to have paper bills sent out, removed paperless billing and confirmed billing address: [redacted].  We trust this provides your office with the information required in this matter. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
I will let it go as is but just want Verizon to know what their sales reps are doing is wrong by hiding information and lying to new customers despite the fact that they send an email out with the correct information but once a customer is being told something in person almost 90% do not detail read all the information Verizon sends on emails.Sincerely,
[redacted]

After further review of the account Verizon has agreed to asa compromise and give the customer a credit of $364.24 which is the differencein the credit lost after the promotion ended for the DVR and bundle discountthat was only to last 12 months. This credit covers all fees and taxesassociated with losing a $30 credit times 12 months.

Revdex.com:
On behalf of my mother, I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Verizon made contact with the consumer to address the complaint.  Upon resolution, a service order was issued on March *, 2015 with a date due of March **, 2015 to complete activation of the static IP addresses.  The consumer is aware of Verizon actions and has no further concerns.

No new information provided.  We understand the customer is not satisfied and we will not be able to resolve the issue until the information requested is provided. We are not able to locate the equipment customer informs he returned. The customer must return to the [redacted] store where they returned the equipment to obtain the tracking information needed. The shipment needs to be tracked from the shipped location to us. This is not information we have access to and would not have been on the label shipped to the customer to return the equipment. This is information only [redacted] would have not us.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

Verizon attempted to reach this complainant on multiple occasionsbut there was no response. Verizon has the recording of the complainant’s acceptanceof the terms of service for a contract agreement and it would have been playedback for him if he had responded. A credit has been issued to the final...

bill inthe amount of $5.63. The early termination fee of $150.00 is sustained inaccordance with the customer’s acceptance of the terms of service. The complainanthas been provided with the name and number for Verizon escalations in the eventof any further question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my...

complaint has NOT been resolved because:

They have said these before and then send invoice and collection notice. I want them to send us a letter confirming that account has been closed and they will not send bill again. Also we need to make sure the collection agency has not made a note on our credit history. We need confirmation for all these. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Verizon Appeals representative spoke with [redacted] on 04/**/2015, and advised that Verizon  will honor the rate of $144.99 for 24 months as promised on the call. The representative will manually adjust the account to get the rate of $144.99 for 24 months. In addition to the Triple Play the...

customer as a $15.00 LEC discount for 12 months. [redacted] will pay for her boxes, Spanish Language Package,taxes and surcharges. The Appeals representative apologized that she was told she would be getting all new boxes when that was not true. [redacted] accepted the offer of $144.99 for the Triple Play and is satisfied. [redacted]

I spoke with the customer on February**, 2015, apologized for the inconvenience and advised her issue was referred to the appropriate department to investigated. On February**, our representative checked and advised an order was issued transferring the service and adding High...

Speed Internet services. After the orders completed, our Verizon Technical Support Staff enable the High Speed Internet service. It was confirmed with the customer that they were on-line and getting their emails. I spoke with the customer as a follow up, apologized and advised it should have been explained there would be a temporary loss of service due to the transfer. The customer will call when the bill is received to confirm the charges are correct. She has my contact information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Service never met advertised speed. Service failed numerous times daily. Never agreed to a contract. After all of this was allowed early termination without fees because of poor service, but have still been billed to the present day. Will require all post cancellation charges to be removed immediately. Will also require a full refund of paid bills as this service never met promised speed. Will not accept anything less.
 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]