A to Z Wireless

Review: [redacted] franchise A to Z Wireless- they tell us 85 for a new phone and our first month's bill. we hand them our credit card and they charge us the 85. receipt says 25 for new phone, plus many filler service fees. then they tell us because the receipt shows service fees we agreed to them. thats the same as if I go to a gas station and say '$30 on pump 4' then they charge me $30, but only give me 10 in gas and charge a 20$ service fee. we could not see the salesperson's screen which listed the charges; we could only trust what she told us. today we finally, after multiple attempts, get to speak to a manager from the location. the employees of the location told us there was no manager of any kind working at their location to speak to, which turned out to also be a flat out lie. when we spoke to the manager, he told us we only had 7 days to return the product- we started the process 1 day after purchase, the company took over a week to handle our complaint, yet our 'window had passed'. They told us we should have returned a call, that they left us a voicemail, but they had cut our phones off. we couldn't access the voicemail, weren't aware of it, could not return the call anyways with no phone. Mgr. offered to provide the service we agreed to pay for IF we paid an additional $23.50 on the spot. ?!?we were victims of a deceptive practice. here's the general deceptive practice law of Florida, which we feel the location on [redacted], specifically an employee named [redacted], violatedTitle XXXIII Regulation of Trade, Commerce, Investments, and Solicitations Section 501.001 Florida Anti-Tampering Act.501.204Unlawful acts and practices.(1)Unfair methods of competition, unconscionable acts or practices, and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful.^^ deceptive practice- told our card was being charged for a good or service, then charges reflected a different good or service, and the agreed upon service was never provided.Desired Settlement: we no longer have any interest in doing business with [redacted], there is no need for them to apply any credit or offer us free service, they are thieves. we will not accept free months or any of that stuff. had the representative told us honestly what she wanted to charge us for we would have walked out without spending any money. the new phone is still in its box, if a refund is offered we will accept, if not, they simply stole from us and we learned from it.

Review: I brought my phone to A to Z wireless on April 15, 2013 to be unlocked. I was told by their accountant (he took my order) that my phone would be unlocked within 2 -4 hours because I purchased their quick method for the amount of $55.00. I agreed to pay the amount they asked because I expected to have my phone unlocked within the time they had promised. They told me there would be no problem and sometimes it takes less than four hours. He relayed our order information to [redacted] in front of my mom. I called the store within 2 hours as I was directed by them to follow-up on the confirmation of my phone being unlocked. After speaking with them, they told me to call them back before closing (10pm) because they hadn't received the confirmation. They called me at 9:45pm saying they still didn't have the confirmation and that they would call me the following morning when they opened and they should have it by then. It is now April 17, 2013 and they still don't have the confirmation that my phone was unlocked. I spoke to their store manager [redacted] and she told me that they are also waiting for the confirmation. I gave them till 5pm on April 17, 2013 to give me the result of the confirmation, and they still don't have it. [redacted] told me that there isn't anything that she can do but wait. She also explained to me that there are 9 other customers waiting for their phones to be unlocked. That is not my problem. I purchased the quick method because they guaranteed me that it would only take 2-4 hours. Three days have passed and I have not received the service that I have paid for. Their regional manager was told by [redacted] of our issue and he has yet to contact me or give an explanation of their plan of action. [redacted] refunded me $10.00 due to the quick method service not being delivered. Although she refunded the $10, my phone is still not unlocked and I really need my phone. They should not promise the quick method if they cannot deliver.Desired Settlement: I would like my money refunded to me (the remaining $45) plus the service that they promised me which wasn't delivered (unlocking my phone).

Business

Response:

We received this complaint and as you can see we have made a diligent effort in taking care of the matter with this customer. Unfortunately at the time we of this mishap they were not the only customer who had problems with the unlocks, it was due to a system failure which is run by a server and our hands were tied we took care of every customer the best as we possibly could because of this system failure (outage) . Every customer this happened to we refunded them $10 as promised if the unlock service code did not come back by the promised time. We understand that their time is valuable and that we did not deliver in the promised time frame but we did do the service from start to finish and the phone is now unlocked. We are willing to offer the customer another refund which would be half of the whole $45 which would be $22.50.