Verizon Wireless

Initial Business Response /* (1000, 5, 2016/10/06) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ymail.com
Mr*** called me stating his car wouldn't startCustomer asked me to send a wrecker after his car, but since he lived so close, I
offered to push his car to the shop with my 4-wheeler for *** instead of the *** towHe agreed & mentioned he thought it was the fuel pumpHe authorized diagnosticsWe diagnosed it to be the fuel pumpWe called both numbers he gave usThe 2nd number was his Grandfather & he authorized the repairMr*** was called when repairs were completed & was told how much the bill wasHe never mentioned anything about being dissatisfiedMr*** then came to our shop to pick up his vehicle & asked us to add an inspection to his ticket, which we didHe paid the bill in full & never complainedWe were very surprised to receive this complaintWe are all about customer service & wish he would have voiced his complaint at the time he came to pick up his vehicle & we could have worked something out, if there was a problemSince then, I have tried to call him on both numbersHis main number doesn't work, but the other number for his Grandfather does & I've left a message with his Grandfather asking him to call meNo response

This letter is in response to the recent complaint by received by Verizon Wireless on 03/30/2015. In the complaint
Ms*** stated that she was interested in discontinuing her service and was upset that she is unable to use her Iphone on a different carrier because it does not have a sim card slot
Our office advised Ms*** that on the Verizon network, the only Iphone models that have a sim card slot are models Iphone 4s and beyondWe also advised Ms*** that even if her device did have a sim card slot there is no guarantee it would work on another carrier because of network provisioning limitationsMs*** stated that she understood and would still like a device with a sim cardI informed Ms*** of her current contract end dateAs a gesture of goodwill, I offered Ms*** an early upgrade to get her into a newer device with a sim cardMs*** agreed to purchase the Iphone 5c device with a two year agreementI have provided Ms*** with full renewal disclosures as well as early termination fees if she cancels prior to fulfilling her two year agreementMs*** is also aware that although this Iphone 5c device has a sim card there is no guarantee that if will work with another carrier, and has expressed her satisfaction

since sunday ( days ago) I have been calling to get help with an issue I am having that seems to occur everyonce in a while
browser doesn't work ( network unavailable message) and unable to send picture mms message or view ones received
seems a simple matter in opinion not like I'm asking them to build me something
over calls and several supervisors ( none of which can care at all about anything)
one of whom told me more or less he gets paid by hour so he doesn't matter if he does anything a lot of hang ups and no help at all, can get better help from a year
seems all you get is some poorly trained ( alledged tech person) who doesn't know anything and you have to repeat everything times and they still play dumb, and god forbid you expect an answer to a question or help with your issue
there quick to find any excuse to hang up and had one person threaten to cancel me ( not exact words but hinted it) because I dare expected help
seems all they care about is getting there pay checks and theres no accountability there at all

BEWARE Verizon Enterprise Solutions is NOT *** or *** *** They will call you or your company and tell you they want to review your service and that they are in charge of corporate accounts for Verizon
No matter how many times that you request that they take you off their calling list, they will call back After your initial hang-up, they will call you back and Pardon Me Ma'am or Pardon Me Sir you to death When you call the company 646-661-4980, your call goes no where Once, the same caller called back on our next line - not two minutes later - with the SAME routine
STAY AWAY FROM THESE PEOPLE!

Initial Business Response /* (1000, 5, 2017/05/12) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***
*** *** called for a quote to put a clutch in her Toyota CelicaI gave her a price to install the clutch & slave cylinderShe
then had her car towed to my shop on 4/19/to do the workShe called me on 4/20/to ask if the job was done & I told her it was an hour job & that her car wouldn't startShe said she'd come down to start it & I told her that wasn't necessary & if it still wouldn't start after the clutch was installed, I'd call her & she agreedI also told her I'd start on it that next morning 4/21/& it would be done late that dayI called her late afternoon on 4/21/& told her we had the clutch job done, but the clutch master cylinder was bypassing * not holding pressure & it needed a new clutch master cylinderI then gave her an estimate for that repair & a grand total for both repairsBefore she gave me approval for both repairs, she was consulting with a male in the background - telling him prices & after he told her his opinion, she approved both repairsI told her we'd have it done on Monday 4/24/& she said that would be okayWe installed her master cylinder on Monday 4/24/& test drove the carWe then found the clutch was working correct, but when you'd shift into 3rd gear, it would hang up & jam between 4th & 5th gearsI called her that same day 4/24/to tell her the bad news & asked her if she'd had any problems with it shifting in the past & she said she did notI told he there was a problem on the inside of the transmission & explained to her what it was doingI told her it would have to come out & be sent to a shop that built speed transmissionsI also told her the original pressure plate was all cracked up, had pieces broken off, & had signs of being extremely hot & the clutch was broken in pieces when she had it towed inI told her I'd be happy for her to come see the parts & she said she'd be in that next morning, which was Tuesday 4/25/She never showed up on 4/25/17, so I called her & told her she needed to come in to pay for the repairs, unless she wanted to give us the approval to remove the transmission to send out for repairShe declined further repairsShe came into the shop that next day, which was Wednesday 4/26/with another lady & the first words out of her mouth were, "You've got bad reports from the Revdex.com." I admitted I did, but also told her they'd all been resolvedI also told her I'd been in business years, resolved reports wasn't bad, & we are an A- rated shopMs*** then said she'd never approved the original clutch job (that she had her car towed to us to do), but she admitted to approving the 2nd repair of the clutch master cylinder jobHer friend started telling me I couldn't give an estimate for a job without checking it out first & was being very rudeI told her we gave estimates over the phone all day long & when a customer brings their car in for that estimate we gave them, we do that repair & we've never done work without approvalWe are a very blessed shop with a lot of customers & that's why I wasn't able to start on her car the day she had it towed inI asked Ms*** if she thought I was a liar & she said, "I'm not saying that." She then called someone for a rideI later called her & told her storage of $per day begins days after notification of repairs are completeThis is printed on all my tickets & is in the auto repair industryThis was to start on 4/24, but I gave her until 4/28/before I started itThat night, she put a negative comment on my shop's Facebook page & her friend also put negative comments on there, saying I was a liar & a thiefThis took my Facebook rating from a star rating to a ratingA few days later, my office manager (***) received several phone calls about the Facebook post & this situationIt seems we all have several mutual friendsWe were told the person who owned it before Ms*** drove it stuck in gears, before selling it to herAnother friend called me to say he's spoken to her about it & she knew about the total for all the repairs, but didn't want to argue about itAnother lady called to say Ms*** had a history of trying to *** people & get stuff for freeI realize this is hear sayA lady named *** *** called my shop on Thursday 4/27/17, said she was an attorney in another state, & she was a friend of Ms***'s & wanted to help resolve thisI told her everything that had transpired & she agreed with me she thought Ms*** was confused & must have misunderstoodShe asked if we'd be willing to give her a better deal, said she'd pay for it, & would have Ms*** & her friend remove the negative Facebook comments in returnI agreed to look into it & call her back later, which I didI agreed to take off the clutch *** & the slave cylinder parts (part of original repair - $less tax), but not the laborShe said she'd talk to Ms*** to see if she had $to pay & she had $& she'd call me the following Monday, which would be 5/1/She never called me back & I received this complaint & a letter from the Missouri Attorney General's officeWe are one of the busiest family owned shops in SpringfieldWe've been one of AutoZone's largest accounts for sales of parts for yearsI never have & will never do a job without approvalWe are usually booked out anywhere from days to weeks ahead on appointmentsWe do not lie, nor will we ever, to gain business! We have shops with bays total & they are fullWe didn't get this way by treating customers the way Ms*** statesAlso, the only advertising we do is by word of mouth***
Initial Consumer Rebuttal /* (3000, 11, 2017/05/23) */
To begin with, the car Mr*** worked on without permission was not and is not, mineI originally brought it in to Mr***'s shop to get information on what exactly was wrong with the car and how much it was going to take to fix the car before I bought itI would never and did never authorize over $1,worth of work on a car I did not yet own
Mr***'s rendition of the situation has been carefully pieced together to present him in the best light with little regard for the factsHe has changed his story so many times it boggles the mind
My first contact with ***'s shop was through instant messengerI requested a quote on a new clutch *** to be repaired, he never responded.(see pic#1) I assumed that he did not give quotes in that manner, so I decided to call the shop
The original call to the shop was made by a friend of mine, *** ***, (who is willing to make a statement saying his side of what happened)He did not speak to ***, but to a womanShe told *** that if we could bring it in that evening, they could look at it first thing Thursday morning and call me with an estimate later that day
We brought the car in that eveningWhen we got the car there ***,and I spoke with ***my and made it very clear that we were looking for a quote on what was needed to repair the car
Although I was told the car would be looked at Thursday morning, I did not hear from anyone at the shop by Thursday afternoon, so I gave them a call right before closeI spoke to a woman who stated they had not had a *** to look at it yet, that it would be Friday before they could tell me anything
On Friday, the first time that the shop called me, a woman left me a message on my phone, stating that the car was not "ready" yetI received that message after hoursI thought to myself, "ready"? What does she mean "ready"? At that point, I was still waiting on a quote! So I grabbed my phone and tried calling after hours hoping someone would answer so I could find out exactly what they were doing because I had not received a quote yet, but I was not successful in reaching anyoneI worried all weekend, clearly with good reason
Monday morning came around and around 8:am, after breakfast, I got my phone to call them, and saw that I had missed a call from *** himself.At the time I didn't think about checking messages, I just grabbed the phone and proceeded to call him immediately, Later after our conversation did I listen to his message he had left during that call until later that evening
The very first time I spoke to Mr*** directly, he was asking for authorization to do less than $worth of workThis seemed reasonable to me and I approved it, but then he indicated that that amount was to be on top of the repairs already completed for a grand total of $I was in complete shock! The way he started the conversation made it sound like the master cylinder was all it needed to run, and I approved for that to be installed, then after I had given approval, that is when he threw in and mentioned the rest of the work that had already been doneI was stunned
Mr*** states that his business doesn't do business this way, but clearly they doAlthough Mr*** states that he gave me an estimate on the phone, that absolutely never happenedI never spoke to him on the telephone until this pointMonday morningAFTER he had already done over worth of unauthorized work on the carThis was the FIRST time I ever spoke to ***my on the phone! Period!
So that is when I got on line and looked up the Revdex.com website and found that two others had made complaints of this same nature on his shop, and one of them stated that they also dealt with ***my himself alsoI read ***'s response, which stated that *** had wished the guy would have came in and discussed the problem with *** and they could have worked something out instead of making a report with you guysThis is what I tried to doWhen I went to pick up my car, I went in with $I tried to talk to Mr*** about how I never received a call with an estimate, much less gave approval for the initial work to be doneI was willing to pay for what I had authorized
However, when I went in to try and make an agreement for something we both live with, *** was not negotiable and stood there screaming at me and calling me everything but a liar, stating he had first spoke with my husband and he approved for the work to be doneI then stated that I am not marriedThen he said, it was who ever the guy was that answers my phoneI then stated that there is no man who answers my phone, not even my sonFinally, he says that he spoke with me and that I had some guy in the back ground and was giving him the infoIn that one conversation, he changed his story times on who he spoke to to get approvalThe truth is, that call was never madeHe NEVER called and spoke to me or anyone else prior to doing the original work
As to the attorney that Mr*** says he spoke to her name is *** *** and she can be contacted at XXX-XXX-XXXX, she read his rendition of the conversation and told me that she did not say that I was confused, as Mr*** would have you believeShe stated that there seemed to be miscommunication and confusion between the parties, because I CLEARLY did not believe that I had given any type of authorization to do the initial workShe was trying to reach an agreement with him that I could live withShe even offered to pay part of the bill for meHowever, I just could not agree to her paying for something that I did not authorizeIt is simply unfairHe should not be allowed to get away with what he has done, not just to me, but others as well
So you see, *** can try and convince me and you that he does not do business this way, but ir is clear to see that Mr *** does in fact do business this way, for one if not, I would not be here today, trying to settle something that only he controls (for the most part) and two, the few others who have also complained about this same issue in the pastNo different than him saying that my friend, Mrs*** said one thing, when he knows completely what she said to him was about the both of us, not just myself, as he would like you to believeSeems to me as if Mr*** has an issue with being dishonest and un-trustworthy to any one person, who has no clue as to what kind of issue they have going on just to take advantage of them, and this very same comment has also been said by another complaint on the Revdex.com records so its not the first time as he statesand having the evidence right here in front of you how could you not see clearly that Mr *** has done this in the past and gotten by with it, He also made a comment about how we had "several mutual friends"near 60-to be exact and some of ***'s closest have told me that every employee in that shop all know that *** never called me and got approvaljust as much as I know without a doubt what so ever, that I never received a call at all for any work much less given an estimateas to what he felt was the problemand when it was brought to my attention, the work was already completed, due to nothing but pure negligence on his part and now he expects me to stay quiet and just paycompared to the guy who kept quiet and paid, yet turned and made his own complaints to your office over this exact complaint, and *** said he wished the plaintiff had discussed the matter to him before paying the total bill and then complaining (which is what I tried to do and still yet, here we areSeems to me that Mr *** likes things to go just the way he wants them to, telling people exactly what they want to hear n order to manipulate them later as to however he *** see it beneficial to himand treating younger kids, older folks and single woman who he see's can not stand on their own two feet as victims in his little game of Marco Polo or what ever he *** call it, but I find it difficult to just walk away from a situation I know I am 100% true and correct about regardless of who they are and how much money they *** haveJustice always wins in the end, and Justice is what I intend to see when this is overis justice!
Sincerely,
*** A ***y
Final Business Response /* (4000, 13, 2017/05/31) */
We have already replied to Ms***'s original complaintWe will say this: She never even attempted to give us $toward her repairs, but instead caused a scene in our lobbyEmployee *** *** was in the bay next to the office & will state *** never once raised his voice to herWe'd like this resolved, but how can that happen when it's not even her car (keep in mind - she approved the repairs), as stated in her comments above? We seem to have conflicting stories & I have two employees (*** *** & *** ***)who were in the office to witness me speaking with her for the original approvalWe don't know where she got her information about "every employee" stating she never approved this, when it's the exact oppositeStorage fees started 4/27/at $per day & now storage owed is $(as of today's date - 5/31/17)+ the repair amount of $1,= $1,We've been in contact with our attorney (*** ***)about this matter & plan to take further actionThank you

July 13,
"Arial","sans- serif"" mce_"Arial","sans- serif"1em";">This response is in reference toto the recent complaint filed by Sam W[redacted]received by Verizon Wireless on 07/12/2016. In her complaint, MsW[redacted]expressed concerns regardinga Non Return Device Fee of $that appeared on her 7/2/invoice for her line ending in [redacted]. We would like to providea sincere apology for any inconvenience MsW[redacted] has experienced. Upon receipt of this complaint, we completed an investigation ofMsW[redacted]'sconcerns. During our investigation we learned that MsW[redacted]'sdevice was lost or stolen while in transit from the UPS Store to the Verizon Wireless Centralized Returns Warehouse. Again, we would like to providea sincere apology for any inconveniencethis caused MsW[redacted]. Based on this, we are in the process of removing the Non Return Device Charge of $from MsW[redacted]'saccount balance. This will occurwithin the next hours. We will notifyMsW[redacted]via text message and alsovia telephone once the adjustment is complete.Verizon Wireless appreciates the opportunity to respond to concernsIf you have any further questions or concerns, you may contact us using the information you have on file.Sincerely, Keith D.Executive Relations

Jennie C[redacted] escalated to the Executive office with a concern about the Switch Promotion
"Cambria","serif";">After reviewing the records, it was noted Jennie ported her numbers over from [redacted] on 1/30/All of the devices were traded in the store and was received at the warehouse on 2/3/The tracking numbers she provided was [redacted], [redacted], [redacted], and [redacted]The tracking number [redacted] has been completed and the credit has been sent to the customerThe other tracking numbers are stating an invalid status due to the submission not happening within the days
A Switch Promotion escalation ticket was submitted and awaiting a response; therefore a follhas been set
As of 8/5/2016, the submissions have been processedThe total amount to sent to the customer in gift card form is $
Verizon Wireless appreciates the opportunity to respond to concernsIf you have any further questions or concerns, you may contact me directly at ###-###-####, ext2140986, Monday through Friday between the hours of 8:AM – 5:PM ETSincerely,
Quanetta HExecutive Relations

July 18,
"Arial","sans- serif"" mce_"Arial","sans- serif"1em";"> This letter is in response to the recent complaint filed by Beverly A[redacted] received by Verizon Wireless on 07/13/In her original complaint, MrsA[redacted] was upset regarding two tablet lines on account [redacted]9-MrsA[redacted] stated she activated the first tablet line, mobile number ###-###-####, at the same time she activated her smart phone lineWhen MrsA[redacted] visited a retail location on October 23, to purchase a new phone, the representative stated she should get a new tablet because they were freeUpon advising she already had one, the representative replied that she could give that old one to someone else and replace it with the new oneMrsA[redacted] was not aware the old tablet would remain active on her account and could incur serious billing overages Review of account [redacted]9-shows that on MrsA[redacted]'s November invoice, she did incur a very large overage chargeCustomer service issued credit to off set a portion of the overage, but that left a balance that MrsA[redacted] paid although she was disputing the validity of chargesIt also shows that MrsA[redacted]'s account did have two active tablets at that time On May 18, I spoke with MrsA[redacted]Due to the circumstances and nature of her dispute, along with the tenure and account status, I offered MrsA[redacted] the following: credit to her wireless account in the amount of $which covers the months of billing she incurred for the tablets, cancel both tablet lines and waive remaining Device Payment Plan on mobile number ###-###-####, waive any early termination fees associated with the cancellation of the two tablets, and request a payment refund in the amount of $for the payment MrsA[redacted] made in December in association with the charges she was not aware she would getMrsA[redacted] has agreed to this offer and is satisfied with our resolutionI also advised MrsA[redacted] that it would take - days for the refund to be processed and arrive to her On July 13,Verizon Wireless received a follow up complaint from MrsA[redacted] stating she was unhappy that she would have to wait - days to receive her refund On July 15, a request was sent to have the refund of credit balance of $expedited to MsA[redacted] via Payment Hub request PHI attempted to call MsA[redacted] to advise that she should receive the check within - weeks but there was no answer on her number (###-###-####), and no voice mail set upI did send an email advising of the situation Verizon Wireless appreciates the opportunity to respond to concernsIf you have any further questions or concerns, you may contact me directly at ###-###-#### Monday through Friday between the hours of 9:AM - 5:PM ET. Sincerely, Larry W.Executive Relations
CC: Beverly A[redacted] Deer Trl Rockledge FL
Tell us why here

The Executive Office spoke to [redacted] regarding her account concernsWe advised that our Treasury Department reviewed her payment history and verified that
"">two payments for $that posted to the account on 3/14/and 3/15/were reversed as unauthorized on 4/21/[redacted] stated that the payment was refunded by her bank on 4/18/[redacted] stated that her payments are being reversed due to our system showing as unauthorizedShe states that she did not receive a refund for any of her payments made to Verizon back to her bank accountOur office advised [redacted] that our records indicate otherwiseWe asked if she can choose another method to make her payments to avoid any future issues[redacted] agreed To bring resolution to her account, we offered to apply an account credit of $to bring her balance to a zero current balance[redacted] agreed and accepted the offer as resolution to this issue

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I am not willing to state that this resolution is satisfactory to me until there is evidence that the billing problem has been resolved. [redacted] at Verizon was confident that he had identified the error and could correct it. I have been told this in the past only to find that the issue was not corrected and continued. I will not be able to close this and accept the resolution until Verizon has proven that it has been corrected.
[redacted] at Verizon has committed to follow up with me because I will most likely have another late fee on this months bill.  My hope is that the error is corrected for the next billing cycle. This issue is not resolved as of yet.
Regards,
[redacted]

Ms. [redacted] contacted Executive relations because of an equipment issue. Ms. [redacted] states that her daughter's current device is defective. The device has been replaced multiple times and is still malfunctioning.  Ms. [redacted] is disputing the warranty replacement policy and would like the defective...

device replaced with a different model.After reviewing the account, it was determined that the customer has had multiple replacements for this device.  Although Verizon's warranty replacement policy gives customers the option to have their defective device replaced with the same model because of the customer's tenure, I offered to replace the device with a different model.  I offered Ms. [redacted] a Samsung Galaxy S5 at no cost.  Ms. [redacted] accepts and is satisfied with this offer.  Executive Relations considers this case closed.

I spoke with Mr. [redacted] on May 15, 2015.  Mr. [redacted] expressed his dissatisfaction with the operation of his Motorola Droid Maxx device that was purchased under the Edge Program in February 2015.  On April 17, 2015 Mr. [redacted] contacted VZW to explain the software issues that he...

was experiencing with his device.  Mr. [redacted] stated that his device issues started after receiving a software update.  The primary issue was the lack of responsiveness with the touch screen.  All the troubleshooting was performed including a master reset.  The issue was still present, and Mr. [redacted] was not satisfied with the warranty process.  Mr. [redacted] suggested we replace with a new device.  Upon my review, Mr. [redacted] also contacted Motorola for assistance.  The recommendation from Motorola was for Mr. [redacted] to send his device to Motorola for repair or replacement.  This option was not suitable due to the fact Mr. [redacted] would have been without a phone for a minimum of 10 days.  During my conversation with Mr. [redacted], I recommended that I will honor another Edge Agreement.  Mr. [redacted] requested an iPhone 6 Plus 16GB in silver.  Mr. [redacted] understands he must return the Motorola device within 14 days from receipt of the new device.  I explained to Mr. [redacted] that a return label will arrive via email to [redacted] Once the Motorola device is received I will request to cancel the Edge Agreement for the Motorola device.  Mr. [redacted] accepted the offer and was satisfied.  This issue is now resolved.

Revdex.com of New Jersey

text-align: justify;">Attention: [redacted]
1700 Westhorse Hamilton Square Road, Suite D-5
Trenton, NJ 08690-3596
 
                              
Re: Revdex.com Case [redacted]
    Customer Name: [redacted]
      Verizon Wireless Account [redacted]
 
 
Dear Ms. [redacted]:
 
Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted]. In his complaint, Mr. [redacted] stated he has ongoing account concerns related to his Verizon Wireless account.
 
The Executive Office has tried reaching out to Mr. [redacted] via phone and email and has not been able to speak with him. He did respond to an email asking us to refer to his complaint; however the details are not clear and would require a verbal conversation in order to fully resolve. Mr. [redacted] has been provided with our contact information both through email and voicemail. At this time the Executive Office considers this matter closed.
 
Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns.  Should Mr. [redacted] have any questions, please call me directly at [redacted] extension [redacted]between 9:00am and 5:00pm EST, Monday through Friday.
Sincerely,
 
[redacted].
Executive Relations

I will research and respond within 7 days. Thank you.

I am writing this review regarding Verizon Wireless. I bought the Galaxy Note 7 a few months ago and a product recall came out the next day. The phones were blowing up and catching fire on the charger. Despite this I told Verizon I want to keep my phone. They tell me no that my account will be put on hold so I need to get a different phone. I went to 2 different Verizon stores, 3 times to replace my phone. Each time the store tells me they don't have inventory to replace my phone. What?? Verizon sent me an update to my phone today that pops up an annoying message every time I open my phone and the phone will only charge to 60% now due to the update. So I went online today to try to order a different phone.Verizon says they will refund the cost between the old phone and the replacement phone. When I get to checkout they tell me I have to pay $324 today. I didn't have to pay $324 when I originally purchased the phone.And I dont want to replace the phone at all, but Verizon is making me. I told them I want the same payment plan as before. And to top it off they were trying to make me pay $68 for sales tax. I said no I have a trade in phone that I just paid tax on a few months ago and that phone is defective. They said that phone is worth nothing for trade in and that I have to pay the tax, no way around it. The funny thing about all this is, when I go to the website to try to get my new replacement, I have to click on "Upgrade" to get the phone. I would hardly call this an upgrade. I am forced to pick out an older phone since they are no longer selling the Note7 blow up phone. Instead of Verizon taking this incident and just making it right, they are lying through false advertising and making it sound like they are making it right through propoganda in the press. They have been telling everyone to turn in their phones and get $100 back. Come to find out you will receive a credit back to your account in 1-2 billing cycles. This has been a horrible experience and I feel totally ripped off by Verizon.

Initial Business Response /* (1000, 9, 2016/06/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@ymail.com
On 5/23/16, Mr. [redacted] had a 2005 Mazda 6 with a 3.0 liter engine towed to our shop. The customer complaint was "when going down hwy, car...

will not shift." We were booked until the 28th before we could get to it. Once in the shop, we located leaks by putting oil in the motor (due to no oil on the dipstick). We added 2 qts of motor oil before attempting to start it. Once we started it, oil sprayed out of the timing chain cover. We immediately shut off the engine & located the leaks. The timing chain & the entire chassis was covered in oil. We also noticed a bad miss when the engine did start. We saw the valve cover gaskets leaking & spark plug holes were full of oil from the valve tube seals leaking. We then gave Mr. [redacted] an estimate for the oil leaks. Customer said he didn't have any money & informed us he was going to see if he could get a loan from the bank. Several days later, he came back with a check for the amount of $984.93. We didn't charge him for the 2 qts of oil it lost in our shop. Once we completed the approved repairs (we used Mitchell manual for labor rates - calls for 9 hours for timing cover gasket & 3.2 hours for valve cover gaskets). We also found the mass airflow sensor dirty & full of dead bugs & we serviced this part. Once we started engine, we had 2 cylinders misfiring & we hooked up the computer & found 2 bad coil packs. I informed customer the car was running bad & he needed at least 2 coil packs & it would not have any power with the 2 cylinders down & we would not give a warranty on these repairs until the customer had these issues fixed by us or another shop. Estimate was given & customer declined repairs & drove away. On 6/3/16, customer drove car back to our shop & was told we were booked until Tuesday 6/7/16 & he was told that when he dropped off the car. We worked his car in on 6/6/16 & we installed 2 coil packs on the rear cylinder head (Mitchell manual is 2.3 hours). We charged customer $95. Once repair was completed, his car had a slight miss, but ran 90% better. We then spent 2 hours on diagnosing slight miss ($120 was not charged to customer). We found #3 driver on the computer with weak fire. We informed customer this before he left with his car. The next day, customer drove the car back saying it ran great when he left the shop, but later in the evening it lost power. We then drove the car & it ran good. After we let it run for 2 hours in shop, it did start running poorly. We then spent 3 hours diagnosing the problem & found injector driver in computer bad (once it was hot). Customer's Mom called me saying I wasn't a professional shop & didn't know how to fix cars & told me she was taking me to small claims court & filing this Revdex.com complaint. I told her that was fine & she then said I'd let her son's car sit here "for weeks" before we even looked at it. I then informed her of all the dates of repairs & the time he waited on his bank loan approval & appointments given & the time he picked the car up. She refused to listen, so 1/2 hour later I called her back (being tactful & professional) & offered her more free work (diagnosing). She told me that car was a repo & he had more money in it than it was worth. I told her I understood & I only wanted to help them both. She then gave me the approval to remove the computer & do more testing. We removed the computer & performed electrical checks to find 100% the computer was bad. We then called Autozone & got her a price on a new computer. She called back & told me to stop working on the car & she was taking it to "someone who could fix it" (after we spend 3 hours diagnosing it for free). We reinstalled the original computer. Customer's Mother also advised me it "only takes 10 minutes to install a coil pack" & that we were rip offs. Once Mr. Bieser got here, I showed him where the coil packs were. He also wanted the numbers off the computer, so he could get one on his own. I told him I didn't write it down, because I read it off their computer, but the Mgr at Autozone would still have it, if they needed it. They drove off & I told them I wasn't charging them for the 5 hours of free work I'd done. Then I received this complaint from the Revdex.com.
[redacted]I do have copies of the all the repair orders stating everything I've said here. If you need them, I'd be happy to fax them to you. Thank you for your time.[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, he had taken the computer off the car when I called & in no way wanted them to continually work on it. I told him to put the computer back on & my son would be picking up the car. This place throws parts at a car & hopes it fixes it. It not only runs up the hourly rate, you never know what the problem is. I had him take it to another mechanic & run diagnostics. It turns out that there is so much wrong with the car, that it basically needs a new engine. If diagnosis had been performed by Mr [redacted] then my son wouldn't be out $1200 +.
Final Consumer Response /* (4200, 19, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You should really read what you are writing. At one point oil was pouring out of the car & then you say there was no knocking or low oil pressure or leaks. Flat out you are a scam..
Final Business Response /* (4000, 17, 2016/07/01) */
[redacted]'s Auto, HOME OF THE MASTER TEC. flat rate @ 60.00 a hr. Our warranty is 1 yr on labor and depending on parts most have a life time warranty if offered by manufacturers. ON X-XX-XX customer had car towed to our shop, A 2005 Mazda 6 never seen by us, until that day. engine had large oil leaks. oil poured out as fast as it was put in. "We don't run engine with no oil. once oil leaks fixed, all the spark plugs and wires where soaked in oil due to tube seals in valve covers leaking in which we could not see until removal of intake plenum. We cleaned the plugs, wires and coil packs at no charge. ATT; WE DONT INSTALL PARTS UNTILL WE ARE A 100% SURE PART IS NEEDED. after oil leaks were fixed engine had a bad miss, we hooked scanner up to computer and found 2 coil packs not firing on live data,we done this as a courtesy. Once again customer was given an estimate for this repair before car ever left our shop, and noted on repair order, customer declined repairs and drove car off. ATT; ALL MY TEC'S ARE ALL ASE CERTIFED AND EACH TEC HAS OVER 20 YRS OF EXPERIENCE.ATT; FACT= ENGINE'S DON'T RUN GOOD WITH TWO COIL PACKS BAD. On 6-6-16 customer had vehicle towed to our shop for estimate given on 5-23-16. Once both bad coil packs were replaced engine ran 90% better,WE TEST DROVE AND IT RAN DECENT, but had a slight miss, we hooked up our computer and diagnosed at NO charge to customer. ATT; OUR SCANNER DID NOT PICK THIS UP UNTILL AFTER BOTH COIL PACKS WERE REPLACED. We then spent more time diagnosing and found coil pack driver In ECM weak to cylinder #3. estimate given for a ECM to customer and customer declined repairs. 3rd visit, customer drove car back to our shop and said it ran great until later that night. I said 'I told you the computer was bad inn your car, he sad I know, he left his car here for a ecm to be installed as stated in the 3rd invoice. We Then removed ECM(COMPUTER, ELETRONIC CONTROL MODUAL) to get part # and serial number in order to get correct ECM. after we done this work mother calls me again and says "stop working on her sons car and stating we didn't know how to fix cars and had no idea of what we were doing and that we where slow and should not be working on cars and attempt to accused us of all time car sat here and we didn't work on her sons car.once I gave her the dates of times the car arrived and left and forgetting her son had to wait on a loan for a wk and that the second visit they dropped off the car on a Friday when his appointment was for the following Tuesday. when they picked car back up after we spent two more hrs.at no charge they then wanted ECM PART #,I told him I didn't write it down since it was in my hand but that the manager at autozone would have it. they drove off. CUSTOMERS MOM would rather belittle me and my crew rather than trying to fix her sons car. ATT; MOTOR NEVER HAD A KNOCK SOUND OR ANY INDICATION IT WAS BAD, OIL PRESSURE WAD GOOD,IT DID NOT OVER HEAT,NO OIL LEAKS PRESENT. IF SON HAD A PREPURCHE INSPECTION BEFOR BUYING THIS CAR SINCE IT WAS A REPO THEN MAYBE MOM MAY NOT BE SO UPSET WITH THE WRONG PERSON. ATT; WE'VE WORKED ON OVER 15,000 CARS IN THE PAST 27 YRS AND WE ARE EXPANDING WITH 4 MORE BAYS AND OUR LOT IS ALWAYS FULL, WE TREAT CUSTOMERS AS A FRIEND AND FAMILY AND OUR PRICES ARE ALWAYS THE LOWEST IN THE SPFD AREA.Im sorry this has happened forher and if I had a christal ball then maybe she would feel better. I gave her at least 5 HRS OF FREE WORK AND THIS IS THE THANKS THAT IVE RECEIVED.

Customer brought in their explore to our shop with a no start when cold and when it does it idles high and surges, We got a 1 hour approval for diag. Hooked up computer and had no codes present, we checked live data and found...

coolant temp sensor out of range ( should read engine temp) it was reading -40 to 500 degree's.  We then did test on sensor and wire's and found sensor to be bad. We then called and got approval. Once sensor was installed readings were correct for engine temperature. After installing we started truck several times and no issues starting. Next day Mr. [redacted] brought truck back saying it ran better but had a idle surge. We then got approval to diagnosis, system had no codes present and we found fuel pressure out of specs (low) and not holding fuel pressure like it should. Which explained why it was taking more time to start. Should hold 30 pounds of fuel pressure when off, didn't hold any once off. Indicating a bad pressure regulator in the tank fuel pump assembly. I got approval to replace pump and fuel filter that was clogged with mud. Mr. [redacted] told me the fill neck had a huge hole and knew tank would be full of dirt. He fixed fill hose prior to our repair. We tested fuel pressure and it was in spec and fuel pressure stayed in fuel line as required.  Started truck several times again with no problems.      The next day Mrs. [redacted] called me mad and asked me where I got the fuel pump, as if I sold her a used pump. I told her auto zone and I had a receipt if she wanted to see it. I told her all our parts have lifetime warranty. She then said her truck was idling and surging worse. I felt bad and said I'd diagnose it for free and if any parts that we used were bad id warranty them no problem, she agreed and brought truck back to me on Friday. We found temp sensor and fuel pressure good and computer did have a code [redacted] which stands for lean condition, we then ran a test for a leaking intake gasket and found a small leak when cold when using propane. I did not get approval for installing upper and lower intake gasket due to the fact of prior repairs but I assumed if it fixed it they would be more then happy just as Mr. [redacted] was. We installed new upper and lower gaskets and pressure checked cooling system (we do this on every vehicle to make sure our repairs (intakes) don't leak). We found 2 leaks one at top of radiator w/a (squeeze clamp) and a lower leak by bottom hose, we installed 2 new hose clamps and added one gallon of antifreeze still had a leak by lower clamp. We then found tank seems on radiator leaking. We had no leaks in our repair at lower intake.We spent 9 hours on vehicle that day, 6 hours were diagnosing I wanted to keep it until the next work day to make sure it started fine. She didn't want to do this. I said she owed me for installing new intake gaskets. But if it didn't fix it I would be happy to give her money back and spend more time if needed at no charge. She left to get money and Mr. [redacted] realized  and appreciated all we had done, all repairs we did were needed, and he said it ran much better but still had the cold start problem. I lowered their bill another $65.00 dollars an did not charge for antifreeze and clamps and no charge for labor, he was happy. I told him the radiator was leaking and I told him the noise he was hearing was from the timing chain tensioner. I walked him outside and showed him the noise and explained that the timing chain job in this vehicle was more money then the explore was worth (motor has to be pulled). She came back and slammed money on my counter, I told her to keep it if she felt that way. She grabbed it back and started walking out the door, her husband said "No that is not right give him the money" She did and left an told Mr. [redacted] to handle it, He apologized had made some other statements and left happy.I called Monday to see how it was starting and  she then accused me of putting a hole in her radiator, I told her the seems at the tank is where the leak was, then she said we only installed one hose clamp. I told her I'd be happy to show her the second one, then I said I'm calling because I care about how your truck is starting and she said something and hung up. That day she wrote this letter to Revdex.com. So she never said it wasn't running bad so I assume it's fixed. I never once said I do her repairs for free, Just my time spent diagnosis which was $420.00 6.5x65 an hour.

May 11th, 2015

face="Calibri"> 
 
This letter is in response to the recent correspondence filed by Mr. [redacted] regarding the afore-mentioned case number.   Mr. [redacted] expressed frustration concerning not being informed and charged an activation fee.
 
Executive Relations conducted a thorough review of Mr. [redacted]’s account and concern.  Mr. [redacted] began service on March 5th, 2015 and cancelled the service within the Worry Free Guarantee period on March 17th, 2015.  Mr. [redacted] was charged for activation fees and he stated it was never disclosed to him about the activation fee.  In the spirit of goodwill Executive Relations will zero out the balance due of $65.61.
 
Verizon Wireless appreciates the opportunity to respond to [redacted]’s concerns. Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If there are any questions regarding this direct correspondence, please contact me directly at ###-###-####, ext: 2143744. I am in the office, Monday – Friday, from 8:30 a.m. until 5:00 p.m., EST.
 
Sincerely,
 
[redacted] M.
National Executive Relations – Verizon Wireless

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I will make sure that I get their proposed documents by end the month of May in 2015, and if I don't, then I will be sure to reopen this case.  I've such a horrible experience with just getting a "final bill" that I can't say that I'm confident that I'll finally get what I asked for.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I responded on Revdex.com and I would like no more action to be taken.  Verizon refuses and I'm sick of being pushed around by them.  I would just like the information posted on Revdex.com and my rating for Verizon if possible.  
Regards,
[redacted] T[redacted]