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Vivid Wraps, LLC

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Vivid Wraps, LLC Reviews (12)

To Whom it May Concern:Frontier Utilities appreciates the opportunity to respond to this complaint The complainant in this matter is not a customer of Frontier Utilities We have been able to confirm that the complainant was contacted by one of our third-party vendors for purposes of prospecting and potential enrollment We are also aware that our vendor may work or have worked for another REP providing similar services The complainant may have received multiple calls from multiple vendors who use lists similar to the one used by Frontier Utilities.It has never been the intent of Frontier Utilities to harass any prospective customer and we offer a sincere apology on behalf of our third-party vendor for anything less than a stellar experience in being offered Frontier's products and services.Since the account was not ultimately opened and the complainant has not spoken with a representative of Frontier Utilities directly, we only have limited information We will remove this business from our prospecting lists immediately.Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

To Whom It May Concern:Frontier Utilities is grateful for the opportunity to respond to the complaint of our former customer, [redacted] *** We received an emailed complaint for the referenced account, number [redacted] The email complained about the additional base charge assessed to his account after the term plan's expiry and the month-to-month structure began The subject account was opened in February and closed in February The term plan that had been selected had expired and the new, month-to-moth plan had begun The base charge for both plans were inadvertently assessed to the account After review, the base fee for $was waived by way of bill credit on February 10, There is currently a final balance due on the account of $88.34, for which Frontier Utilities is expecting full payment [redacted] has contacted our office to request that we prepare a corrected invoice for him to pay We advised that we cannot prepare a new invoice for a now closed account We apologize for anything less than a stellar experience, but hope that [redacted] will understand Frontier's positionRespectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

To Whom It May Concern:Frontier Utilities appreciates the opportunity to respond to the complaint lodged by our valued customer, *** *** (name on account). According to account notations, Ms*** contacted Frontier Utilities to request her bill due date be changed to the
20th of each month. This request was originally made on June 12, Frontier advised Ms*** that, based on the information supplied, we would be willing to honor her request. There is a requirement that the account be current upon setup (no balance due, either past due or current). Typically, the setup process takes to billing cyclesThe truth is, in this scenario, the billing had to be manually adjusted due to the previous billing cycle. For this account, the bill was set to print on or around the 12th of each month - yielding a due date during the last week of the month. In order to accommodate Ms***' request, we pushed July's bill generation date. Our system reassigned the old due date due to a carry-over balance. Since we have been working with Ms*** over the past several months, we did not want to have this situation turn into a poor customer experience by asking Ms*** to pay in advance to make the account current. Instead, we manually adjusted everything, including any and all fees. Frontier Utilities sincerely apologizes for the miscommunication with regard to the due date change and has taken steps to ensure the process is smooth going forward. We have also added a courtesy credit to Ms***' account as we understand that she requested to speak with a member of the Supervisor Staff and a callback was not made prior to her lodging this complaint. We intended to return Ms***' call today.Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

I would have easily been satisfied if some type of error was admitted on the part of Frontier Utilities I am pay as you go and have not been disconnected in quite some time I understand the system That is the reason why I was alarmed when the system started performing in a way that did not coincide with the known process Once I made my complaint, the error gradually corrected itself I'm not sure what my usage has to do with it as long as the system is working correctly The responsibility of maintaining service is on me as long as the system is performing correctly The system was malfunctioning Incorrectly calculating average daily usage I have screenshots of my account summary from every morning since the incident came up I have at least a hundred screen shots from the frontier utilities app, my smart meter Texas website, and the frontier utilities website The screenshots not only document the initial error but also document the cover up that frontier attempted to do in order to hide the miscalculations The error would have created a boost in revenue for frontier utilities as it forced customers to buy energy at a rate that didn't reflect the customers true usage This happened during a very cold time of year and during one of the harshest cold fronts that has come thru Texas in many years I will continue to pay dollars at a time with this company That is all they deserve This company will scratch and claw to stay in business rather than provide good service This company broke off from another company out of New York that had many allegations of fraud They wanted to distance themselves from that situation Funny to me is that they kept the same name and seem to do business the same way Also funny is a response from Frontier Utilities to the Revdex.com before 8am on Monday morning I have topped up every Monday morning at or around 8am since being a customer To imagine a member of management rushing to work early (frontier doesn't open phone lines with customer service agents until 8am) to try to respond to Revdex.com when my balance was low (which has nothing to do with the miscalculation of average daily usage complaint) is comical As stated before, the timeline and evidence to go along with that timeline clearly tells the story I have reported to the Revdex.com amongst other agency's that regulate energy in TX
Regards,

To Whom It May Concern:Again, Frontier Utilities is grateful for the opportunity to reply to this Complaint/rejection.As mentioned in our previous responses, the subject account, titled to *** ***" is and has been set to generate an invoice on or around the 5th of each month. With the day turnaround for payment, the due date should logically fall on or around the 20th day of each month. The complainant, though she has rejected our response, has indicated that this resolution would be acceptable in her latest answer. We hope all is well.Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Again more lies from the companyI have not changed my mind once about the due dateIt has always been the 20th or around the 20thI understand the 20th sometime falls on weekends and/or holidays so the 18th thru the 25th or so would have been fine but that is not what has been happeningI can submit copies of the last year worth of bills and disconnection notices which had to manually changedIf the bill is going to be due around the on or around the 20th I can handle that I was last told that Frontier Utilities was no longer going to be doing thatIf that is the case and the bill will be due on or around the 20th like asked I will be fine with that and we can move on
Regards,*** ***

To Whom It May Concern,Frontier Utilities, again, is grateful for the opportunity to respond to the concerns of our valued customer, *** ***.As per systemic operations, Mr***'s referenced electric account (Acct# ***) has an updated average daily usage of kWhs. This equals just over $per day average spend for the account. We have explained to Mr*** on several ocassions how the system works and how his money is allocated. He has been a customer for more than months at this time. Although we value Mr***'s business, he has selected a "Power-As-You-Go" plan type, which has not contractual obligation.Of note, Mr***'s power purchase pattern is at or less than his established average daily spend for most of his recent purchases. As we submit this answer, the account sits at an approximate negative kWhs.We want to see Mr***'s experience as our customer turn-around. We'd love to see him become a happy and satisfied customer. We will continue to look for ways to provide explanations that are meaningful for our customer base.Respectfully,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT

To Whom It May Concern:Frontier Utilities appreciates the opportunity to respond to the complaint of Ms. [redacted].According to our records, there was a system error upon enrolling Ms. [redacted]'s account.  It is true that Ms. [redacted] requested a Power-As-You-Go account, which is a pre-paid...

account type.  During the enrollment process, the account was assigned the incorrect product.  Immediately after enrollment, the error was recognized and a new account was opened for Ms. [redacted] with the correct product.  The initial account (#[redacted]) was not activated at all.  Instead, power began under account number [redacted] on January 31, 2015.  The second account (#[redacted]) was started on January 31, 2015 and assigned the correct product (Power-As-You-Go Premier).  The initial power purchased for the account was approximately 177.4 kWhs.  The account had reported usage of approximately 129.1 kWhs before switching away to another retailer on February 4, 2015.  The remaining power balance on the account is equal to $7.91.  We have requested refund of this amount to be sent in the form of a check to Ms. [redacted] at the mailing address we have on our file for her now closed account.  The rest of the initial $30 payment has been used as electricity at the address.We certainly apologize for anything less than a stellar experience while Ms. [redacted] was a customer of Frontier Utilities.  Because of this issue, we were able to discover a system issue and we have since applied the needed correction to prevent it from happening agenin.  We regret tyhat Ms. [redacted] did not afford us the opportunity to continue to serve her electric needs, but we do wish her well with her newly selected provider.Respectfully,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

To Whom it May Concern:Frontier Utilities appreciates the opportunity to respond to this complaint.  The complainant in this matter is not a customer of Frontier Utilities.  We have been able to confirm that the complainant was contacted by one of our third-party vendors for purposes of...

prospecting and potential enrollment.  We are also aware that our vendor may work or have worked for another REP providing similar services.  The complainant may have received multiple calls from multiple vendors who use lists similar to the one used by Frontier Utilities.It has never been the intent of Frontier Utilities to harass any prospective customer and we offer a sincere apology on behalf of our third-party vendor for anything less than a stellar experience in being offered Frontier's products and services.Since the account was not ultimately opened and the complainant has not spoken with a representative of Frontier Utilities directly, we only have limited information.  We will remove this business from our prospecting lists immediately.Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

To Whom This May Concern,Frontier Utilities appreciates the opportunity to respond the complaint of our valued customer, [redacted].  The subject account number is [redacted].Mr. [redacted]'s account became active with Frontier Utilities on September 18, 2014.  He selected our 'Power As You Go...

Premier" plan, which is a pre-pay plan with a variable rate.  The initial rate for this plan was at 11.9 cents per kWh. We explained to Mr. [redacted] that the average daily uisage accounts for a full 30days usage period based on actual reads received from [redacted].  He was not willing to accept this and demanded that we manually adjust his average to match more closely with his most recent usage.  We explained to Mr. [redacted] that we would really like to do this for him, but that our system is already calibrated to react to changes in the usage pattern, when the time comes for the average to be re-visited.Mr. [redacted]'s statement regarding Frontier Utilities having "a record of changing the way [we] operate on a weekly basis" is unfounded. As a courtesy to our customer, we reversed 2 disconnection fees on December 2, 2014.  We applied these fees back to the account and purchased power for Mr. [redacted].  We did this to mitigate this complaint - which he threatened to file when we spoke with him.  H eadvised us that application of the reversed fees was satisfactory and that he woudl not file a complaint.  There after, this complaint was filed by Mr. [redacted] on December 12, 2014.When Mr. [redacted] requested to speak with a Supervisor, he was not willing to accept a callback.  We clearly advised him that our Supervisors are not tied to a phone line and when they are in meetings are already speaking with a customer, there may be a long wait - so we offer to have a n available member of our leadership team callback.  Mr. [redacted] refused to accept a callback request and in fact, demanded that he stay on the line with the agent until someone became available. On our Solutions hotline, there is voicemail available (713-481-9957) when/if no one is available during operating hours (8AM - 4PM on weekdays, CST).  Frontier Utilities recognizes the longer-than-usual wait times over the past several weeks due to our company's incremental growth.  We apologize for any less-than-stellar experience potentially had by any and all of our customers.  We have receently increased our staff to decrease our wait times for inbound customer calls.Frontier Utilities has already responded to Mr. [redacted]'s complaints through his calls to our office.  The account was credited for the fees requested in this complaint and Mr. [redacted] has been properly and thoroughly advised with regard to his account.  Frontier Utilities specifically regrets that Mr. [redacted] had a poor experience.  We look forward to consistently stellar experiences going forward.  Mr. [redacted]'s account is currently active with Frontier Utilities.P:lease see the attached documents for particulars on this account.Respectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

To Whom It May Concern:Frontier Utilities is grateful for the opportunity to respond to the complaint of our former customer, [redacted].  We received an emailed complaint for the referenced account, number [redacted].  The email complained about the additional base charge assessed to his...

account after the term plan's expiry and the month-to-month structure began.  The subject account was opened in February 2014 and closed in February 2015.  The term plan that had been selected had expired and the new, month-to-moth plan had begun.  The base charge for both plans were inadvertently assessed to the account.  After review, the base fee for $9.99 was waived by way of bill credit on February 10, 2015.  There is currently a final balance due on the account of $88.34, for which Frontier Utilities is expecting full payment.  [redacted] has contacted our office to request that we prepare a corrected invoice for him to pay.  We advised that we cannot prepare a new invoice for a now closed account.  We apologize for anything less than a stellar experience, but hope that [redacted] will understand Frontier's positionRespectfully submitted,FRONTIER UTILITIES' CUSTOMER SOLUTIONS DEPT.

The response of frontier utilities is saddening.  It actually proves their dishonesty and I intend on using other outlets to make clear their business practices (I already have interest from several [redacted] media outlets).  I have been with frontier utilities since August 2014.  I transferred my account to a different address in September.  I have documentation of this.  I also have every phone call recorded since transferring my service in September.  If this is the only response from them I will use that evidence to make clear the truth of how this business practices.  Since complaining to the Revdex.com I have documented my average daily balance dropping in small increments daily.  Also the claim that I was told of a thirty day average is untrue and I have several recordings of representatives stating contrary information regarding average daily usage figuring.  I am glad frontier utilities responding in this way as this is the last piece of evidence needed to prove fraud on their part.  I will continue to purchase my power from Frontier Utilities as I am documenting their fraudulent business practices extensively.

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