Verizon Communications

[redacted] Our investigation concludes; [redacted] called inJuly*, 2014 to renegotiate the Triple Play bundle as order [redacted].  Verizon research reveals the Triple Playbilled at $94.99.  As a resolution to the complaint, a $20 discounthas been added for 24 months to bring...

the bundle price back down to $74.99throughout the bundle term. Verizon also applied manual credit for the 7 monthsthe bundle billed without the $20 discount, totaling $101.98 which is $140 minus38.02 in credits applied by previous reps. to reflect on the new billstatement. This information was provided to [redacted] son of [redacted] whom responded to the email that was sent to [redacted]  and he is satisfied with the resolution.  Verizon apologies for the inconvenience this hascaused and trust that this information will assist you in closing thiscomplaint.  Sincerely, [redacted]Verizon SW Executive Relations###-###-#### EXT [redacted]

Advanced Appliance Service was sent to us by my home warranty to repair a leaking pipe in my crawl space. They discovered that the water leak was coming from upstairs outside the wall making it non accessible so they suggested re-running the kitchen sink drain. $500 dollars later with no breakdown of the cost or parts, or how they arrived at this price. I called the office to get a break down of the cost and no one ever called me back. The job was done quick and they were at my home no more than an hour. Please avoid this Advanced Appliance service. I repeat please do not use this company. There service prices are inflated. What a rip off!

Verizons position in this matter has not changed.  According to our records: customer called to put service on vacation suspend 5-**-14 and qouted nrc, and advised of restoral date 9-**-14. Customer called 1-**-15, as to why restored and was resuspended with restoral date 5-**-15.1-**-15, called advised rep restored too soon, that service was already re suspended and was issued credits of 211.92.3-*-15 customer claimed he called 2 months prior to disconnect, there were no notes and restoral and disconnect were processed. Final bill was credit balance of 171.71. The 22.18 was issued for suspend fee billed in jan bill. The customer received 193.89 in service credits. Our position is the same as previous case

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:

[Your Answer Here]
We have not received any actual credits from Verizon except the $15.87.  The $300+ amount they are referring to was because Verizon somehow had created a 2nd bill for our same phone number and was double billing us for 6 months... they had to combine the two bills and back out the extra charges - it was a billing error on their part (something we did not complain about although it took more than 3 months to resolve).  This was not a credit at all and shouldn't even be referred to in relation to these issues.  We are having trouble understanding why a $15 credit should be acceptable for such significant service interruptions over 9 months in which we paid $70+ per month.  
As for the supposed resolution - yes we have had suitable service for the past couple of weeks - but that doesn't mean the problems are resolved, just that there hasn't been an issue lately that we know of.  We would like to know that if another issue comes up, we will be able to re-open our complaint in order to get assistance.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good afternoon,
A Verizon representative reached out to the customer and informed her that photo ID can be submitted in lieu of a credit check. Provided customer with Fax number where to send the I.D as well as a contact number to advise when the requested documents have been faxed. I will...

follow up with the customer to ensure she was able to fax the I.D.

Thank you for referring the complaint of [redacted] to our office for review.  We appreciate your bringing this matter to our attention.   Account research shows [redacted] subscribed to Verizon Regional Essentials, High Speed Internet, and [redacted].    Records show on statement...

date 08/**/12 [redacted] was billed $218.36. The initial billing is a month in advance plus pro-rated (days services were used) charges.   Account research failed to locate any documentation and notification of being over charged on monthly services.   Research located service order [redacted] due date 05/** requesting a truck roll for $91.00. Records show an additional service order [redacted] due date 05/** requesting a truck roll for $91.00.   On statement date 06/**/14 [redacted] was billed $182 for labor ($91ea qty. 2 for first half hour labor).  Without an Inside Wire Maintenance Plan, customers can be charged over $91 for service calls to diagnose/repair inside wiring and jacks.   Records show service order [redacted] completed 08/**/14 porting service to another provider. Once Verizon services are discontinued [redacted] will bill separately.   In an attempt to resolve the complaint a credit of $91.00 was applied to the subsequent truck roll fee on 11/**/14. This should reflect in one to two bill cycles.   A request for refund was submitted for the credit balance of $105.68. A refund check should be sent within 7-10 business days to [redacted].   A Verizon representative attempted unsuccessfully to reach [redacted]. A contact letter was sent 11/**/14.   We trust this information will assist you in closing this complaint.  If you have any questions regarding this matter, please do not hesitate to contact me at [redacted] ext. [redacted].     Thank you,   [redacted] Verizon Customer Advocacy

Verizon noted that this customer had been incorrectly billed
an early termination fee. The customer was contacted and advised that the
billing was credited in the amount of $112.50.

[redacted] Executive Relations Team contact with Verizon's Ecommerce Center regarding Revdex.com case [redacted] our records indicate that the customer's pricing issue was resolved by our eCenter IHD this today. Account notes indicate "ecss research tkt [redacted] for chat [redacted]-customer states their bndle...

should be $105.99 not $122.99, original email confirmamtion for order number [redacted] dated 1/**/2015 does reflect the bundle price of $105.99 not $122.99 which customer  is being billed at, issue credit for $17.00 to match price on email confirmation & issued order number [redacted] 4 to add $20.00 credit for 2 years,  email sent to customer confirming changes made and credit issued-closing tkt". I left a VM with my contact number for the customer to call me if they have additional concerns about this issue. Thanks, Cheniqua B[redacted]

On 3/**/15, a Verizon customer service representative discussed the billing with [redacted].  Records show 1 HD STB (set top box) was shipped on 3/**/15 and the consumer will return 1 DVR.  The representative advised this would reduce the equipment cost.  The representative...

also issued credits totaling $112.48 ($50 courtesy credit; $11 DVR fee; $24.99 STB shipping fee and $26.49 shipping and handling to appear on bill date 4/**/15).  We apologize for the inconvenience the [redacted] experienced as a result of this matter.

Upon investigation, Verizon issued credit of $60.84.  The account reflects a zero balance.

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:

[Your Answer Here]We had an open case ([redacted]) just 2 weeks ago regarding Verizon’s lack of acceptable service to our home.  The resolution by Verizon was that they assigned someone to assess and resolve our long-term issues with service - he gave us his cell phone number and told us to call him any time we had a question, said he would be following up on replacing the lines leading to our home, and also told us to call him (or text if it was night time) and NOT VERIZON if we had an outage.  Well this past Friday we had an outage again.  We texted him, no response.  Called him Saturday morning, no response.  Finally we called Verizon Saturday afternoon to be told that their anticipated fix date was Wednesday the [redacted].  We texted him again with this information on Saturday night, again no response.  We never heard back from him at all.  Our internet and phone came back on late last night.  We would very much appreciate it if you could re-open this case as it was closed under false pretense by Verizon - apparently the person who is supposed to be handling our situation is not handling it, Verizon customer service knows nothing about him, and we are stuck with the same exact issue - very poor service that goes down for extended periods of time regularly and no one who is following up on replacing our lines.  Thank you so much, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Upon receipt of the complaint, I unsuccessfully contacted [redacted], the complainant’s daughter.   I left a voicemail with my callback information.   I subsequently redirected [redacted]’s concerns to our Financial Services Department.  I received a response that the $200 payment had been successfully located and applied to [redacted]’s account.  A $13.86 credit balance is now reflected.Shortly thereafter, I received a voicemail from [redacted] that essentially stated the matter was resolved and her mother was satisfied.  [redacted] very graciously expressed her appreciation for this office’s assistance in resolving the matter.   I returned [redacted]’s call and reviewed the findings with her and thanked her for her call.  The matter is considered resolved.

Please be advised Verizon has reviewed the consumers account. It has been explained that the Early Termination Fee  (ETF) billed is valid. The consumer subscribed to a bundled package in October 2014 under a 2 year contract.  Verizon has no records to support the consumers claims of...

being advised that the Early Termination Fee would be waived. At the consumers request an order was placed 2/*/15 to permanently disconnect services. Verizon has back dated the disconnect order to 12/**/14 however the ETF has been sustained.

Please be advised Verizon’s contracts to carry [redacted] and [redacted] on FiOS TV expired and we decided to not renew our agreement. Verizon has launched [redacted] Network, a new channel that is available in SD, HD and on the FiOS Mobile app as of March **. We will continue to...

provide TV-based weather solutions with our Weather Bug “widget” application, which features hyper-local weather, free to FiOS TV customers available on channel 49 and through the Widgets button on the FiOS TV remote.  Our decision allows us to provide a TV-based option with the new [redacted] Network for customers who want to continue to access weather information via FiOS TV, while helping us to manage content costs that have increased up to 30 percent over the last few years.  [redacted] will bring to our FiOS customers its 50- year history of the world’s most experienced, most accurate, and trusted brand in weather news and information, used by over 1,700 TV and radio outlets. An email was sent to [redacted] March **, 2015 in response to his complaint.  We trust this provides your office with the information required in this matter. Thank you, [redacted]Verizon Executive Relations

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:

I have contacted the representative and told her that the item came with a prepackaged posting slip which you can drop off at any [redacted] store. Since the item was merely dropped off and shipped back there was no handing of any slip due to being able to just dropping it off. The store obviously can not find this package because with out a slip they can not locate it if yu have no inormation  about the package itself. If there was a pre packaged slip why is there no record of the number that was used in their system.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Company was sent to us by our home warranty to repair our heating unit. Job done fast (should have known then) but when the county came to inspect the system failed because exhaust pipe was not glued. THEREFORE putting my family at risk for carbon monoxide poisoning. Mind you this repair work was done 2 months prior I believe so this whole time we've been at risk. Thankfully we have multiple detectors. When called Carl (owner's father) was condescending, did not believe that they had actually made any mistakes, wanted argue about what should have been done(Just fix it!) and wanted me sit here and wait for them to come fix a MAJOR problem. $1600 out of our pocket and they were unwilling to refund a $75 service fee since now I have had to waste 4 times for someone to come out. 2 for Advanced and 2 for the county. They have also come out for a toilet that overflowed. First guy said he fixed it but it overflowed again. Second call out that guy said the first one didn't fix a thing. Long story short-AVOID AT ALL COSTS. Management has no people skills and must think customers are nitwits. If you're going to argue back when you're clearly in the wrong then you shouldn't be in business.

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]

[redacted] Thank you for referring this case of [redacted] to our office for review. We appreciate you bringing this matter to our attention. January **, 2015 Verizon spoke with [redacted] acknowledging her concerns. The payment got declined for incorrect informationentered to process the payment (either card number, CVV code or expiration date). Verizon conferenced [redacted] with [redacted] on the line and it was determined no error was found on their end.  As a courtesy Verizon agreed to lift the restriction so that [redacted] can use [redacted] as a payment method via online auto pay; which she confirmed she was able to enroll in auto pay. We apologize for any inconvenience this may have caused. We trust this information will assist you in closing this case. [redacted]

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 becaus1
1. In the initial phone conversation when we were told about the tablet and agreed to our service there was no mention of the need to add a new service.2. in the email and in two subsequent phone calls it said it was 10$ a month to add in the service when in fact for someone without a verizon cell phone the cost is 30$ a month plus activation.When verizon called me last week they stated that the Verizon Fios people do not have any information about verizon wire;less services and could not give me correct information since they are a different department. So why did the agents not tell me that on phone and te;ll me to call correct person??3.whole thing is a scam because I was signing up for Fios and they were giving me a deal with wireless that they had no idea if I could or could not use and they did not bother to explain it to me on the phone. the proof that it is confusing is that their own customer service people(in Fios) have no idea of what is going on so they answer incorrectly rather then referring the call to proper department.4.To me it is like they have two companies under one umbrella and I have no recourse cause Fios is saying they can't explain it because its a wireless deal and the wireless people wont take responsibility cause its a FIOS deal. 5. Why would they even offer a deal like that???I believe if you call up and make believe you want FIOS the people selling it do not even have all the details because they are just supposed to sell you the service and highlight the FREE part without stating all the facts to get you to sign up. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:
Please see the reasons I gave previously on why I am not accountable for these charges.  They were listed earlier in a previous message.  Verizon made several mistakes leading up to this and that is not my fault nor my problem.  If you did not read my reasons of why I should not be charged this then I suggest you do.  I also at one point requested the phone conversations that were recorded when all of this took place (almost a year ago) and that was denied from me.  If this goes to civil court those conversations cannot be withheld from me.  Please review the reasons and get back to me.  If you did not read them or misplaced them I will gladly copy and paste them from the response and send it to you, again. Sincerely,[redacted]