Complaint Review: Cellular Plus D/b/a T-Mobile - Saint Petersburg Florida

This is a joke!!!! Feel free to read it: -----Original Message----- From: Executive Response (ECR) To: (((ROR REDACTED))) Cc: [email protected] Sent: Wed, 9 Jul 2008 10:05 am Subject: RE: BBB CASE#: 67115225 Mr. Lurie, T-Mobile has contacted you and conveyed our position. Contacts were made to you on May 12, May 14, and May 16, 2008. Our position in this matter remains unchanged. As indicated previously, your dispute is with Cellular Plus, the dealer that activated service, not T-Mobile. As such, you must work with Cellular Plus regarding an offer that was made to you at activation by them. Thank you, Marianne Maestas Executive Customer Relations ------------- From: John (((ROR REDACTED))) Sent: Tuesday, July 08, 2008 8:51 PM To: [email protected]; Dotson, Robert; [email protected]; [email protected]; [email protected]; Executive Response (ECR); [email protected] Subject: Re: BBB CASE#: 67115225 T-Mobile has not contacted me, why do you think I am emailing you back?? This is incredible! Why is no one willing to own up to what hapened? Why can't your company just give me the credit their representative promised me, and what about your promise to me? This needs to be resolved ASAP! I am tired of micro-managing this account and quite frankly, I should not have to argue my point. I provided all the necessary information and it's evident your company is at fault for misrepresentation. If this is the type of service I can expect from your company and T-Mobile, you can count on me not renewing with you. Regards, John -----Original Message----- From: Rachel Brennan To: John Sent: Tue, 8 Jul 2008 2:31 pm Subject: RE: BBB CASE#: 67115225 John, T-Mobile informed us that they spoke with you and they are handling everything from here. Thanks, Rachel -----Original Message----- From: John Sent: Tuesday, July 08, 2008 9:01 AM To: [email protected] Subject: BBB CASE#: 67115225 Rachel, Any follow up on the letter I sent you regarding the credit to my account? The BBB wants me to reply by July 15th on the status. Regards, John ------------------------ Rachel - I actually have 4 lines with you and I expect the company to credit me on the activation fees at the least; but i am looking for the deactivation fees reimbursed as promised by your ex-manager. This is the ONLY reason why I switched in the first place. I was very happy with verizon and just signed a new two-year contract in March with them. This is why when Kurt said he would reimburse me, I thought it was a good deal to get new phones and a better plan. Please let me know when this credit will be applied. - john --------------------------------------------- 6/11/2008 Hi John, I would like to welcome you to T-Mobile. T-Mobile is #1 in Customer Care by JD Powers and Associates. I also would like to let you know that we are usually able to save customers that switch over from Verizon hundreds of dollars on their phone bill. Once again, I do apologize for the situation. It never should have taken place. Unfortunatly, there is nothing we can do with the paper you sent. What we can do is work with you when your plan is ready to upgrade and offer you a much larger discount on new phones than we are usually able to offer to cover the early termination fees with Verizon. I am also going to have the Regional Sales Manager talk with ourT-Mobile ADR in St. Petersburg to see if we are able to credit your three $35 activation fees, totaling $105. Once again, on behalf of Cellular Plus, I apologize. Sincerely, Rachel Brennan Thank you for contacting Better Business Bureau serving Alaska, Oregon and Western Washington regarding your complaint. We are here to support and help both consumers and businesses. It appears that the business referenced in your complaint is outside of our service area. We have forwarded your case to the appropriate BBB. Please expect correspondence from BBB listed below pertaining to the status of your complaint. If you have further inquiries regarding this case, please contact BBB below directly. BBB of West Florida, Inc. P.O. Box 7950 Clearwater,, FL 33759 www.bbbwestflorida.org [email protected] 727 535-5522 Sincerely, Better Business Bureau Serving Alaska, Oregon & Western Washington Complaint Department *This e-mail address is not a monitored account, please do not respond to this e-mail. If you need to contact us about your complaint, please e-mail us at [email protected]. CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

First and foremost, I would like to note that we have begun and are continuing to resolve this matter with John through all of our Indirect T-Mobile Exclusive Dealer resources. When customers switch from Verizon to T-Mobile, we are usually able to save them hundreds of dollars over the course of their contract length, even after figuring in the cost of the $175 Early Termination Fee. We apologize for any misunderstanding between John and cellularPLUS. It is our company policy that we never refund any Early Termination Fees from another carrier to the customer. We have contacted our T-Mobile Area Direct Representative in St. Petersburg, Florida and are in the process of trying to credit the customer's account for additional fees T-Mobile usually charges on any New Activations as a courtesy. On behalf of cellular Plus, I assure you that we pride ourselves on being part of a company that has been voted #1 in Customer Care by JD Power and Associates for many years. We will continue to work closely with the John and T-Mobile to figure out a satisfactory solution for all. Sincerely, Marisa Matthews Cellular Plus Assistant Regional Administrative Manager (239) 390-9024 Ext. 103