Diamond Wireless, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I contacted the company to set up a payment plan and was told since we cancelled service after we paid off the phone we wouldn't have to pay anything Thank you for your help
Sincerely,
*** ***

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attention. Our separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain
active without any interruption/termination of service for days. Default of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may impose. I would like to assist this customer by offering a 15% discount off of the feeIf the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at ###-###-####Our hours of operation are 9am-6pm MST, Monday-Friday. Thank you,

Hello, and thank you for taking the time to reach us via Revdex.comOur records indicate that an iPhone Plus 16gb was purchased at our West Gate store location on November 4, 2014, and was purchased with attachment to phone number ending in ***Diamond Wireless carries a secondary agreement, listed on
your original invoice and would also be covered with you at the time of saleThis agreement states you are required to keep a line of service active for at least days to avoid a $or $fee, based on your service agreement$is charged for EDGE agreements, which is what you purchased, and we do not require the device back because you are still paying the monthly installmentsIf the line of service was disconnected, or there was a service interruption, this fee is valid and we will not be able to refund itIf the line is still active on your Verizon Wireless account, I will need to verify that with Verizon directly before we can refund the feeVerizon will contact us via conference call to confirm this after verifying information with you directly, as the consumerYou may reach us between the hours of 9AM-5PM, Monday through Friday, by calling ***Please feel free to contact us if you have any other questions or concerns regarding this matter, or if you would like us to further investigate the cancellation of your line if activeKind Regards, Rachael M***Dispute Resolution Manager

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionI have reached out to the customer and did offer him a discountCustomer didn’t accept the discountThis offer will still stand till 06-18-If this fee doesn’t get resolved by that date this
account will get forward to our 3rd party collection agencyIf you have any questions please reach out to Stephanie B*** or Rachael M*** at ###-###-#### during our business hours which are Monday - Friday 9:30am - 5:30pm MSTThank you so much for your time. Thank you,

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionDiamond Wireless, have contacted Aldous and Associates and requested that they remove the account they are currently holding from their databaseThis is our confirmation that the
account will now be closed and you no longer owe any debts to Diamond WirelessIf you have any questions or concerns, please feel free to contact us at 844-276-Our office hours are Mon-Fri from 9:00am-6:00pm MST. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Once again, I do appreciate any feedback, whether positive or negative of Diamond WirelessIt helps us better understand areas for improvementI do understand that this does not help your current case, howeverI do want to assure you that you were not sent to a collections agencyThey may have referenced it as the "collection department" but you were in fact connected with our Dispute Resolution team here at our Diamond Wireless corporate officeI have notes that Alice took your payment, and she is one of my employees here at our officeI, personally, send accounts over to the third party collection agency if they go into default, which will happen on July 10th, and yours will not be part of that groupIf you have any other questions or concerns regarding this matter, my name is RachaelYou may contact me by calling *** or you may also reach me at ***@diamond-wireless.comKind Regards, Rachael M***Dispute Resolution Manager

Hello, I have researched the account and determined the Diamond Wireless Protection program was active for the *** phone line associated with Mr***'s verizon accountThe original receipt for the purchase of the protection in was signed for, given the nature of the
complaint we will be able to close the Protection on the phone line per the customers request and refund the last charges of back to the customerThe reason that billing continued after the purchase of the new device is due to our policy being for the line of service itselfThat being the case the Protection would roll over to protect the customers new device, unless we are notified by the customer to cancel protectionAt this moment we do not have record of the customer contacting our protection department to close the service, hence the continued billingwe do appologize for the miscommunication in what needed to take place in order to fully cancel the protection and are going to credit back the payments that have been taken since the customer purchased his new equipmentI have attempted to reach the customer at the *** phone line and was unsuccessfulI left Robert a voicemail, on 12/29/2016, stating my number and hours of operation and requested a call back to finalize the cancellation and get his refund back to himI have not yet received a return call from him therefore I cannot proceed with the cancellation request, until I speak with him and verify him as an authorized user with the ability to cancel the service due to our cancellation procedure. Thanks

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attention. Our separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain
active without any interruption/termination of service for days. Default of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may imposeI have reviewed the account and determined device was bought out after the date of disconnectionThere has been a breach in our secondary agreement of keeping line active for six months’ fee will remain in place. If the customer would like to reach out to Diamond Wireless’ Dispute Resolutions department to arrange payment, please contact us at 844-276-Our hours of operation are 9am-6pm MST, Monday-Friday. Thank you

Hello,My name is Michael and I am the Supervisor over the Collections Department for Diamond Wireless Diamond Wireless is a premium retail store for Verizon Wireless so we do sell Verizon service and products Diamond Wireless, being a third party retail store for Verizon, does have our
own agreement that is completely separate from Verizon Our store location does say "Verizon Wireless premium retailer" and the purchase receipt also states that the purchase is being done at Diamond Wireless The Diamond Wireless agreement does state that the customer will maintain uninterrupted service with Verizon Wireless for at least days Customers who have an interruption or termination of their service agreement with Verizon Wireless before days agree to pay Diamond Wireless an early cancellation fee of $fee per service line, and further agree to return all devices in new, working condition I have reviewed the signed contracts with Verizon and with Diamond, and do show the signatures are similar but not exactly the same Our systems would not allow for our reps to copy and paste a signature from one contract on to another Diamond Wireless is one of many retail stores for Verizon which all have their own agreements when it comes to making a purchase at that specific location With the line of service being disconnected before the day period and the agreement signed and accepted for this fee is valid and will stay in place I have also attached both signed agreements with Verizon and Diamond Wireless for your review.If you have any additional questions please let me know.Thank youMichael E***

To whom it may concern, Thank you so much for taking the time to bring your concerns to our attentionOur separate agreement confirms that any devices/services that are upgraded/activated with Verizon Wireless and purchased at any Diamond Wireless location would need to remain
active without any interruption/termination of service for days. Default of this agreement will result in a $200/$fee which is separate from any fees that Verizon Wireless may impose. I would like to assist this customer by offering a 10% discount off of the feeIf the customer would like to accept this offer, they may reach out to Diamond Wireless Dispute Resolutions department at ###-###-####Our hours of operation are 9am-6pm MST, Monday-Friday. Thank you,

I was able to contact this customer in regards to complaint ID# *** . The customer was able to explain his purchase and concerns in detailThe customer's request to resolve this issue is that I speak with the Managers involved to express his frustrationThe customer felt as if he
was lied to, and his desired resolution is for the manager to be told not to lieThis issue will be resolved internally, no further follow up requestedMy contact information is: ###-###-####Extif you have any further questions or concerns regarding this. ,Thank you.Jaden J***Customer Service Supervisor###-###-####Ext:

To Whom It May Concern, We have reached out to Christopher and resolved this matter with him directlyI am confident that no further action needs to be taken at this time, and our customer is happy with the resolution he was offeredPlease feel free to contact me directly if any further issues
pertaining to this complaint ariseRespectfully,

Complaint: [redacted]
I am rejecting this response because: It doesn't seem fair that your poorly trained staff can withhold contracts from customers and then bully them after termination!You're very welcome for my feedback. We never received anything, no invoice, no contract, NOTHING from your "premium retailer" until we terminated. Your staff, at the Barstow location, never gave us any of the Diamond Wireless information, had they informed us of the secondary fees, secondary contract, and the secondary company we may have went else where. We NEVER received anything from Diamond Wireless until termination; and that is unfair to customers. Your company should be held accountable for the poor training of your staff. They do NOT inform customers verbally or in writing of both contracts. They push you along as quickly as possible so they can move along to the next sucker waiting in line. Stephanie could have professionally explained that she had no itemized bill to send. Play back our recordings. She states that your company DOESN'T send bills (not that they DON'T have itemized bills).  Apparently she isn't a very knowledgably representative, which seems to be a huge problem with ALL your staff.We are so grateful that you waived the device fee, and  we paid the $400.00 in full (although I still feel I should not have to pay). It wasn't an affordability issue, it was a shady business issue! Ultimately, I only paid because I don't want my credit ruined by your company, that would just add insult to injury! ANOTHER new complaint I have on your joke of a company is that the notification clearly stated in black and white that I had until July 10th, 2015 to pay before I was sent to collections. However our recorded call, where my husbands called in to pay yesterday, July 8, 2015, clearly reveals that your shady company already sent me to collections.  We had to be transferred to a collections department to pay! How sad!!!Your staff, all of them: retail store workers, dispute resolution representatives, bill pay center, etc..., all need some retraining in customer service skills.
Sincerely,
Stacy K[redacted]

Hello,  My name is Rachael M[redacted] and I am the Customer Relations Manager for A Wireless. I have received your Better Business Complaint and I would like to look into this further in attempts to provide a resolution.  I was not able to locate a purchase invoice with the name or...

phone number that was provided on the complaint. Do you have a copy of the original purchase receipt, or are you able to tell me the first and last name that the invoice may have been sold out under? I can also attempt to look it up with the IMEI of the device if you have the serial number of that iPhone.  You may also email me at [redacted] or you may also call me at 801-424-4206 to provide this information. I will be in the office until 5PM MST today, 11/23/2016, and then I will be out of office until Monday, 11/28.  I look forward to speaking with you.  Kind Regards, Rachael M[redacted]

Complaint: [redacted]Thank you for your response back to us. I do understand the lengths you have gone to in order to connect with our current customers of Diamond Wireless, and I can appreciate your concerns and feedback. Diamond Wireless is a premium dealer for Verizon Wireless and is one of the top 6 sellers for them in the US. Diamond Wireless holds many store locations all over the nation. Diamond Wireless does carry a secondary fee that all customers are subject to if they partake in services at Diamond Wireless. The Diamond Wireless invoice, which shows the purchased items, how much you paid, and all return policies and other information, does include our secondary agreement. This agreement states " Customers who have an interruption or termination of their service agreement with Verizon Wireless before 185 days agree to pay Diamond Wireless a $400 early cancellation fee, and further agree to return all wireless devices in new, working conditions to Diamond Wireless.". Stephanie has attempted to compromise by waiving any requirement to return the device and charge only the $400 fee. The agreement also states that any un-returned devices will be subject to the full suggested retail cost, less any monies already paid at the time of purchase. She has also waived any requirement to pay for the device for it not being returned. She has notated a total of $400 due, without any additional penalties for the device, which is the offer that will currently stand. You do have the option to set up payment arrangements, over a course of 4 months, but an extension will be allowed if needed. Diamond Wireless does not have an itemized bill for this fee, which is why Stephanie was unable to send one to you.

To whom it may
concern,
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Thank you so much for
taking the time to bring your concerns to our attention. Upon receipt of the
complaint we called the customer to discuss the situation. Speaking with the customer
today we decided to reduce the fee down to $200. Customer accepted this offer,
and will be sending his payment in to us. If you have any questions please
reach out to Stephanie B[redacted] or Rachael M[redacted] at ###-###-#### during our business hours which
are Monday - Friday 9:00am - 6:00pm MST. Thank you so much
for your timeThank you,

As a company, the safety of our customer's is very important to us, and any concerns are addressed accordingly. The manufacturer of this customer's device has not released any recalls or known issues regarding this happening to other customers for us to pull back the device at this time or issue a...

credit for a new one.  We do recommend contacting the manufacturer directly to discuss the matter and have them investigate the device through warranty. The customer may also submit a claim if enrolled in insurance for a broken device and speak to the insurance provider to see if it is possible to switch to another model. If the device is deemed as physical damage, the customer would be responsible to pay for the replacement of the device. The customer may contact us at 888-977-2060 to discuss the situation further and receive contact information for the manufacturer.  Kind Regards, Rachael M[redacted]Customer Relations Manager

To whom it may concern,   Thank you so much for taking the time to bring your concerns to our attention. I have tried to reached out to the customer to discus some of the options we have. Customer has not called me back. The 15% off will still stand till 07-08-2016 If this fee doesn’t get resolved by that date this account will get forward to our 3rd party collection agency. If you have any questions please reach out to Stephanie B[redacted] or Rachael M[redacted] at ###-###-#### during our business hours which are Monday - Friday 9:30am - 5:30pm MST. Thank you so much for your time.  Thank you,

All Concerned, We have reached out to our customer on their daytime phone number to resolve this matter with them directly. At this time, we are awaiting a call back from our customer in order to further discuss their case and offer a resolution. In the interim, please feel free to reach out to me...

directly and I will be happy to address your concerns and assist with offering a resolution.Respectfully, CJ B[redacted]Manager | Diamond Wireless ProtectionOffice: ###-###-####Claims Department: ###-###-####[redacted]@diamond-wireless.com