Securus GPS Zoombak Defective Product - Will Not Refund Money - Rude and Unhelpful Customer Service Agents Cary, North Carolina
Card Dispute Information:
Received the GPS tracking device on 10.4.11. The device was damaged physically and had a misplaced label sticker on it in order to cover up the defect. I called into Customer Service and made them aware of the issue. I was not able to view the SN for the device to activate it and wanted to discuss the damage of the device. Customer service told me how to activate the device with the SN printed on the box the device came in. They knew about the damage of the device outer shell but because was leaving on a vacation and was assured that the device would still work for me. I decided to wait and see if it would work.
I didnt mind the aesthesis of the device as long as it worked. Unfortunately after testing it out for a few days it proved to be defective. I called on 10.10.11 and was issued a UPS label to return the device.
I was told by the representative at Securus that I would receive a full refund for all charges total of 555.51 (180.99 for device and 374.52 for the 2 yr warranty and subscription plan). I made sure to reiterate what happened with the device and why it no longer had a sticker and was damaged (not by myself) I was told not to worry and I would be receiving a refund in full.
Over the past 4 weeks I have called into the company MANY times with no positive results. I was told I would be getting a refund for the subscription and warranty fees in the amount of 349.52 (minus the 25.00 activation fee I paid for a device I couldnt properly use) and did recieve that refund but I want all my money back as well. This company has stolen $205.99! The customer service agents refuse to let me speak to a Mr. Darrell Carlson who I surmised is a supervisor with the company who made the determination that I should not receive a refund.
The device came to me damaged and ultimately was defective. I returned the device and received confirmation via UPS (tracking number 1ZEW63779093421359)? that the device was received on 10.13.11. I have filed a complaint with the NC Better Business Bureau as well.