McKenzie Veterinary Services Ltd.

Russell Cellular has record of [redacted] *** purchasing a Samsung Galaxy sedge on device payment with $in free accessories and waived sales tax with a representative named [redacted] in the Loveland OH location on December 30th, We were unable to locate any promotions for the Samsung Galaxy Sedge that would give the customer a monthly bill credit in the amount of $for years or any records that indicates that [redacted] was quoted a $credit on their bill for years We were also unable to locate any record of a credit offered by [redacted] in the amount of $100.00, if the customer can provide us with documentation we will be happy to look further into this case and review for a possible credit

Initial Business Response /* (1000, 10, 2016/02/23) */
RSM *** *** contacted the customer and explained to him these were new devices*** asked him if he wanted to see purchase orders/esn history on them, and he said there was no needcustomer stated to *** he would withdraw the complaint
this past MondayHe also told *** directly there is nothing wrong with his billing, and that he was extremely happy with paying his bill this monthThe issue that caused the phone to not work was a wrong password *** typed in too many times on the apple deviceOur store manager in New Albany worked with him this past Saturday with Apple getting it back to workingWe should be good to go here

I have a voicemail from *** that explains that he cannot cover the promotion from *** but is willing to cover about half of the promotionI also spoke with *** that told me about the promotion being out of dateSo I am still asking that they honor the promotion that their previous employee sold me

-Spoke with [redacted] in the promtions dept at [redacted]. She read the promotion off to me and also documented our conversation about the promotion. Promotion was sold to me out of the date by the store employee [redacted]. Promotion ran from 12/22-12/24 for a credit each month for 24 months starting after the 3rd month. [redacted] promotion can be found on their internal page OST page number [redacted].

Customer came into our location per the complaint; a newer rep made a mistake and processed the Google Pixel 2 XL 128GB at $880, which was a manual entry mistake.  The 128GB is $980, however our Google Pixel 2 XL 64GB is $880.  The Google Pixel 2 XL 64GB has the $75.00 in free...

accessories.  Once the mistake was caught the Store manager stepped in and gave the customer options as to moving to the 64GB and Russell Cellular calling about price matching but at this point customer was not willing to accept any offers.  One of the offers was doing a prepaid customer chose this route, as he was not forced into a prepaid account we could have completed a device change and all would have been honored that was promised.   Customer can still visit the store and get the Google Pixel 2 XL 64GB at $880 with the $300 promo and the $75 in free accessories as this promo is still going on.  The original employee is no longer with the company and Amanda the Store Manager said if customer returns to store she would be happy to take care of him.    As for the desired settlement: Loss of Time: this was customer choice to come into the store and port over to Verizon Loss of Straight Talk Account- again it was customer’s choice to lose the account to Verizon Incentives – this will be honored if he does the original offered activation Prepaid- minutes are used, unable to refund those and customer went with this option Russell Cellular did not force him to purchase anything

Russell Cellular has record of [redacted] purchasing a Samsung Galaxy s7 edge on device payment with $100 in free accessories and waived sales tax with a representative named [redacted] in the Loveland OH location on December 30th, 2016. We were unable to locate any promotions for the Samsung...

Galaxy S7 edge that would give the customer a monthly bill credit in the amount of $13.00 for 2 years or any records that indicates that [redacted] was quoted a $13 credit on their bill for 2 years.
We were also unable to locate any record of a credit offered by [redacted] in the amount of $100.00, if the customer can provide us with documentation we will be happy to look further into this case and review for a possible credit.

Initial Business Response /* (1000, 5, 2017/04/21) */
Per all information provided the customer was put on the 8GB plan; it was taken off under a month later. [redacted] customer service credited the amount customer is requesting on 4/10 of $90. we are unable to return the devices as we have a 14 day...

return policy which is at the bottom of all purchase receipts that was provided to the customer. we cannot correct anything per the request all we can offer is a credit per the amount of the 8gb in the amount of $70
Initial Consumer Rebuttal /* (2000, 7, 2017/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I assume that the $70 will be credited monthly for the remainder of our contract plus the 4 months since our initial cycle stayed correct?
Final Consumer Response /* (3000, 13, 2017/05/11) */
I assume that the $70 will be credited monthly for the remainder of our contract plus the 4 months since our initial cycle stayed correct?
A one-time credit of $70 will not be sufficient solution for me. Please revisit the complaint. Also, I have not received any credit or refund from the company.
Final Business Response /* (4000, 15, 2017/05/11) */
Russell Cellular offered a one time credit of $70 and we received an email from Revdex.com that it was resolved. $70 has already been applied to the account.

Initial Business Response /* (1000, 5, 2017/06/01) */
Verizon Wireless credited the customer over $1050 on their bill to cover all that was mislead. this has been resolved

Complaint: [redacted]
I am rejecting this response because:The business ported my number to Verizon under false pretenses. The agreement was for the Google Pixel 2 XL 128GB for $880. After I signed a contract for that exact phone for that exact price they removed the offer of $75 in accessories and attempted to raise the price of the phone by $100. Those are terms I would have never agreed to and would never have allowed them to cancel my Straight Talk account.They performed an irreversible action on my Straight Talk account based on the terms of a contract and verbal agreements that they then reneged on. This is by definition an unfair, deceptive, and abusive practice that I will continue to seek recourse on. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They are in no way offering an equitable solution to make up for the damage they have caused.They had me sign a contract that they did not honor, misrepresented promotions, attempted to extort more money from me after I signed a contract agreeing to a price, caused me to lose my Straight talk account, and then put me in the lose-lose position of signing up for a Verizon account or losing my phone number. The currently proposed solution of paying more for a phone than I would pay if I purchased directly from Verizon does not in any way make up for their deceptive and unfair actions. I have filed a complaint with the Consumer Finance Protection Bureau and will file a complaint with the Canton small claims court next.Also, I will be contacting Verizon customer care to report Russell Cellular for their abusive practices.
Sincerely,
[redacted]

Per the additional information [redacted] has provided to us, Russell Cellular will indeed only be able to offer the customer a one-time credit of $156.00 that would be applied directly do the [redacted] account. We are not able to offer a full credit of the requested $312.00 as we have no physical evidence that this was quoted to the customer, the promotion the customer is mentioning is also a [redacted] promotion not a Russell Cellular promotion and the customer did not qualify for this promotion. Russell Cellular made many attempts to reach out to the customer to offer this credit of $156 but she would not return our calls so we made this request unresolved we are willing to offer the one-time credit of $156.00 we just need [redacted] to notify us of a [redacted] phone number for us to apply the credit to.

I called the manager [redacted] today and said he would credit $160.00. I will keep you updated if and when I receive it.

Initial Business Response /* (1000, 10, 2016/11/03) */
Russell Cellular emailed [redacted] back on 11/1 when we received her complaint this is what was said: I have attached both of your emails we received. We were just waiting on the [redacted] store to provide us addition information so we can...

provide you accurate details. We show that you came into the store yesterday 10/31 to get a refund (invoice is attached showing your card was refunded [redacted] once we refund it's up to your bank as to when they release funds. We advise customers that refunds can take up to 10 business days depending on your bank.
We have also provided you with a snip below of our backend reporting showing that the refund was approved. I provided her a screen shot of the approval code XXXXXX- we refunded her in full and she has to wait on her bank. we have done all for her and gave her back her money it just take time to process.
Initial Consumer Rebuttal /* (2000, 12, 2016/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The employee picked up the wrong device after discussing what device the customer wanted.  the GB's were never discussed with employee and customer.   once the manager agreed to fix and give him the price he wanted the phone he wanted and the free accessories the customer declined.  the only thing was the GB amount.  customer came into the store to transfer to Verizon by choice due to a simple mistake on the GB we offered everything he was promised if we fixed the agreement to the 64GB.  Customer refused to allow us to give him that option.  there is nothing more we can do.  again customer is welcome to go to the location and speak with the Store Manager Amanda and give him all that was promised however it will be the Google Pixel 2 XL 64GB.