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Review: When I went to this location to upgrade my phone on 9/**/13 the manager([redacted]) told me that I was able to get a Verizon wireless jet pack hotspot for free and that my monthly bill would not change. When I checked my bill the next month there was a $20 charge for the hotspot. I called Verizon and told them about the issue and was told to take it back to the store and they would return it and cancel the service for no charge. I took the device back to the store and [redacted] told me that he could not return the device because it was past the 14 day return policy. I asked him if he could return it anyway since he essentially lied to me about the device being free and not changing my bill, but he said there was nothing he could or would do about it. I called Verizon cx service again and was told that this location is only a independent retailer and not a true Verizon store so they could not tell them to return the device. Now I am stuck with a hotspot that I did not want and will be charged $20 a month for 2 years. [redacted] lied in order in order to sell another device.Desired Settlement: I would like to return the device and not have to pay any fees to do it.

Business

Response:

Dear Mediator

Ref: Complaint ID [redacted]

For your information please do note we do sell close to 350 wireless devices every month that includes about 50 of these hotspots.

Customer [redacted] came to our Premium Verizon Wireless Retailer location on September [redacted] to upgrade his 2 Mobile Telephone Numbers

and he decided to take 2 updated phone models. He was helped by our sales massociate [redacted]. While he was doing this [redacted] evaluated billing plan aud he was on the old Individual Data Package Plan and he was already paying $160.00 plus taxes. [redacted] advised him if he switched to the new Share Everything Data Package he could pay the same bill arnou1tt of $160 plus taxes plus he could enjoy the benefits of a hotspot/jetpack, The reason for the adding a hotspot is because he was saving $20 by switching to the new plan and addh1g the hotspot for $20 per month so his bill would be the same. He agreed and signed a contract on September [redacted] for this jetpack/hotspot, the contract clearly mention the Jetpack line access of $20. He also sig11ed the receipt which mentions clearly if you are not satisfied we have a 14 days return/exchange policy. Contracts and receipts are attached for yow·review, and the terms are clearly mentioned on these.

So he probably called the customer service over the 14 days and he figured that if he returned the device he would now save $20 per month on this bill.

He came back on October [redacted] which is well over the 14 days return/exchange period and wanted us credit him back all his billing. As you do see Verizon has a return/exchange policy of 14 days which is also mentioned on our receipt [redacted] (manager) advised him that we are happy to return the hotspot however we are not associated with the billing department so we cannot credit billing. He demanded us to credit his bill back.

He is more than welcome to come back and return device and we will waive the restocking fees however with the monthly billing

he would have to talk directly with the Verizon Wireless billing deprutment.

Yours sincetely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When we were at this location they did not state to me that the bill would not change what they stated was that the hot spot was Free if I were aware that without the hot spot I would be saving 20.00 a month that would have been the route we would have decided to take as we have not yet used the device and really have no use for it but decided when at this location to take it because the store manager [redacted] stated its FREE! It was not clearly identified to myself or my wife that our bill just was not changing they stated it was free! So I did sign the contract however I signed it under the false information given to me from the store manager! I am a retail store manager and have been in retail for over 10 years I sincerely believe that the store manager was looking to make a buck and dishonestly get my wife and I agree to something that was falsely explained to both of us!

Sincerely,

Business

Response:

Dear Mediator

Ref: Complaint ID [redacted]

Please do note we have been at the above location serving the local community since 2004, Every month we do close to 65 hotspots

to all our local buyers and we have never encountered any problems with the sales of hotspots.

Mr. [redacted] was clearly helped by [redacted] on the date of the sale and yes he mentioned the Hotspot to be FREE in store and that it would be included in his plan by doing all the calculations as per previous letter ai1d he would be signing a contract for the device.

He did indeed on the date sign a contract for a total of 3 devices 2 x!phone 5 and I x hotspot.

As you see we do so many as 65 hotspots every month so we are liable to tell customer about the contracts. Before the contract is complete the customet' signs a SIGNATURE CAPTURE tablet of which the snapshot I have attached for your review it states

clearly, "I agree to the Verizon Wireless customer agreement, calling plan and other conditions for services and features I have agreed to purchase as shown on the receipt". Once they sign the SIGNATURE CAPTURE tablet the contract is complete with their signature and we print them a copy.

The full contract for the customer with his signature on it was faxed to you with the previous letter. We also provided customer contract on the date with his hotspot.

We have to follow strict guidelines for the sale of hotspots and I am sure he was well aware about the contract because

he clearly has stated this in this initial complaint which you sent us that, "will be charged $20 a month for 2 years".

As mentioned before we are willing to take the device back and still waive the restocking fees and notated

the hotspot as being returned.

Yours sincerely, [redacted]