BUYER BEWARE: I am doing something I thought I would never do, but I feel compelled to contact KSAT 12 Defenders regarding what I feel is a history and or pattern of deceptive trade practices by Cellular Sales a Verizon Indirect or authorized retailer store. How many other people have had similar experiences?
On July 6, 2018 I went to the Kerrville Cellular Sales store to get a SIM card to handle a technical problem. Verizon techs thought this would resolve a problem I was having.
I was informed a promo buyout was being offered by LG. I could spend the same amount of money and upgrade to a new phone. If I don't like the new phone I can return it within 14 days as part of "The Worry Free" program. I asked the sales person to tell me specifically what my costs and obligations will be.
Three days later I attempted to return the phone because it did resolve my technical problem. I found out the sales person who sold me the phone was out of town and had my phone in her backpack. I would have to come back Monday.
So I returned on July 9, 2018 I returned and was informed by the same sales person who sold me the phone, that I will not get refunded the $121.67 that I paid for taxes, set up fee, and difference I owed after promo buyout is applied. But in fact will need to pay another $99 to get my old phone back. I was stunned because it was never stated verbally nor is it stated in the contract they make you sign (even though Verizon and Cellular Sales admits this is standard operating policy), that a promotional buyout cannot be reversed.
The position of the salesperson and a manager who happened to be in the store, was that this is how it is, pay the additional funds or keep the new phone that I did not want. This added to my upset even though they admitted they were in error for not informing me of the policy.
I was there from 10:30 to 2:30 trying to resolve the issue. Their basic response was this how it is, if I don't like it call Verizon Customer Care, Cellular Sales cannot do anything.
Next morning, I ended up calling Verizon Executive Costumer Relations. We scheduled a call at the store for 10am that day, so we all could discuss the situation. Verizon Executive Customer Relations insisted they refund me my money and close out the contract. They were negligent when they didn't give me all the information to make an informed consent, but they still refused.
So Verizon Executive Customer Relations went ahead and credited me the buyout amount and told them to refund me the $121.67 which included $63.65 in taxes (It is illegal to keep tax money when merchandise has been returned). They still refused.
In fact the sales girl suggested that since Verizon Corporate paid for my buyout that I should not worry about getting the tax money back. I try to explain the two are not connected and it is illegal to keep the money, but they still refused to refund me the tax money.
So now Cellular Sales has the $200 buyout money from LG, my $101.67, my $20 cash I gave them for the difference I owed on the buyout and the new phone that I returned! But there was a problem here as well because Verizon Executive Customer Relations said I only owed $199 and wanted to know how they determined I owe $220? They never gave Suzie a clear answer even though she asked several times. Where is my $20 cash going to? They said I had to pay cash for the difference owed since the LG promotion was for only $200???? I noticed later that the payment of $20 cash was not noted on my receipt.
This is not the first time I have had difficulties with Cellular Sales via their Verizon indirect stores.
In 2016 I came into their store on 6810 Bandera Rd Ste 3, in San Antonio. I was told that there was a promo on their LG iPad. If I pay $50 today and get signed up I would be mailed a $50 gift card after 60 days so you basically get a free iPad.
After 4 months I did not receive card. I called the store and they said they would check. No one got back to me. I ended up speaking to 6 different people including,
Managers and Assistant Managers over a 6 month period. I was finally told it was mailed to an address I never heard of. Their attitude was we tried even though it was supposedly mailed to the wrong address. They even insinuated I was lying about not getting it. I said look at my records. I have been with Verizon for 20 plus years (in fact they are the only cell phones service I have had...so much for loyalty!), where do you find the address the card was sent to? It took 8 more calls before Cellular Sales agreed to mail me a check which I did receive. It makes you wonder how many others have had similar experiences. It felt like if they make it difficult or never return your calls you will go away.
The next experience I had was the indirect store in Kerrville. I came in to get a new phone in October of 2016. They suggested the Moto Z. I specifically asked if this style Android phone has the same robust operating system as the LG I now have. read more
