- Report: #819605
Complaint Review: Securus - Cary North Carolina
Reported By:
Stephanie -
Plattsmouth, Nebraska, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Securus
114-200 Mackenan Dr Cary, 27511 North Carolina, United States of America
Phone:
Web:
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Securus Doggie GPS Doesn't work, will not refund Cary, North Carolina
Spotlight GPS Dog Locator did not work. Returned for Refund.
Was Promised Refund and have not received.
I Purchased Doggie GPS online on Sept 25, 2011 for $275.99. Via Credit Card On Oct 9th purchased activation plan for $51.98 and a $21.98 per month recurring Charge. Activation ID is ACT22204. Via Credit Card
On Oct 9th the Unit would not charge. I sent an email to [email protected] stating:I have the new GPS Spotlight and have put the battery in and plugged it in. It is not charging. I can turn it on and the blue light will light up but nothing on the battery. Can you tell me what I may be doing wrong?
On Oct 10th received an email from Kimberly Makely stating: If the battery is not charging, it most likely has a full battery. The battery light will blink red when the device has a low battery or and turn to a solid red when the device is charging. If the device is fully charged, no battery light should appear.
On Oct 10th I replied to Kimberly Makely: Thank you for your response. The Spotlight will not charge nor will it turn on. We have taken the battery out and put it back in several times. When plugged into the wall it will turn on. When turned
on the battery light will flash approximately 5 times and turns off. If you unplug it from the wall the unit is completely dead.
We think it is defective and would like another one. Or, is there a contact number we can call?
On Oct 11th Kim replied: You may call 1-866-496-6622 to speak with a representative and troubleshoot your device. Once you speak with a representative, they will be able to determine if the device is defective.
I did try to get through on that number and then replied to Kim on Oct 11 again: That number is consistantly busy. Is there another number?
Kim responded on Oct 11th: There is only one Customer Service center at this time. They can be reached at 1-866-496-6622. We generally recommend that customers call during morning busy hours as the center gets busier throughout the day.
On Oct 12th I went to the Securus website and asked for someone to call me or email me about my problem:
On Oct 12th I received from Pam Pearson that she had tried to call and sent me an email to respond to her. She suggested that we go with the cheaper unit as it worked better. Told her that I wanted a refund and would return. She emailed
me a UPS call tag to return and the item was received in Cary NC on 10/19 tracking number: 1zew63779093805177.
On Nov 10th I emailed Pamela Peason: I am emailing you to inquire about the refund that I should be receiving for the returned GPS and the service that I had enrolled in for the GPS. I note that the GPS was received on Oct 19th in Greensboro
NC. Can you tell me when I should be receiving the refund. I received the response: I do apologize and let me follow up with our accounting department to find out when you will be receiving your refund.
On Nov 11 I again emailed Pam: I have not heard back as to my question on the refund. Were you able to find out when the refund will be mailed out? Again on Nov 16th I emailed Pam: I have not heard back as to my question on the refund. Were you able to find out when the refund will be mailed out?
I received from her: I just wanted to follow back up with you about your email and to let you know that again I apologize and your refund will go out today.
I have to this date not received a refund even after asking the Better Business Bureau in NC. They have sent the complaint to Securus and they refuse to respond. I am out the money that I paid for a GPS Unit that doesn't work.
Was Promised Refund and have not received.
I Purchased Doggie GPS online on Sept 25, 2011 for $275.99. Via Credit Card On Oct 9th purchased activation plan for $51.98 and a $21.98 per month recurring Charge. Activation ID is ACT22204. Via Credit Card
On Oct 9th the Unit would not charge. I sent an email to [email protected] stating:I have the new GPS Spotlight and have put the battery in and plugged it in. It is not charging. I can turn it on and the blue light will light up but nothing on the battery. Can you tell me what I may be doing wrong?
On Oct 10th received an email from Kimberly Makely stating: If the battery is not charging, it most likely has a full battery. The battery light will blink red when the device has a low battery or and turn to a solid red when the device is charging. If the device is fully charged, no battery light should appear.
On Oct 10th I replied to Kimberly Makely: Thank you for your response. The Spotlight will not charge nor will it turn on. We have taken the battery out and put it back in several times. When plugged into the wall it will turn on. When turned
on the battery light will flash approximately 5 times and turns off. If you unplug it from the wall the unit is completely dead.
We think it is defective and would like another one. Or, is there a contact number we can call?
On Oct 11th Kim replied: You may call 1-866-496-6622 to speak with a representative and troubleshoot your device. Once you speak with a representative, they will be able to determine if the device is defective.
I did try to get through on that number and then replied to Kim on Oct 11 again: That number is consistantly busy. Is there another number?
Kim responded on Oct 11th: There is only one Customer Service center at this time. They can be reached at 1-866-496-6622. We generally recommend that customers call during morning busy hours as the center gets busier throughout the day.
On Oct 12th I went to the Securus website and asked for someone to call me or email me about my problem:
On Oct 12th I received from Pam Pearson that she had tried to call and sent me an email to respond to her. She suggested that we go with the cheaper unit as it worked better. Told her that I wanted a refund and would return. She emailed
me a UPS call tag to return and the item was received in Cary NC on 10/19 tracking number: 1zew63779093805177.
On Nov 10th I emailed Pamela Peason: I am emailing you to inquire about the refund that I should be receiving for the returned GPS and the service that I had enrolled in for the GPS. I note that the GPS was received on Oct 19th in Greensboro
NC. Can you tell me when I should be receiving the refund. I received the response: I do apologize and let me follow up with our accounting department to find out when you will be receiving your refund.
On Nov 11 I again emailed Pam: I have not heard back as to my question on the refund. Were you able to find out when the refund will be mailed out? Again on Nov 16th I emailed Pam: I have not heard back as to my question on the refund. Were you able to find out when the refund will be mailed out?
I received from her: I just wanted to follow back up with you about your email and to let you know that again I apologize and your refund will go out today.
I have to this date not received a refund even after asking the Better Business Bureau in NC. They have sent the complaint to Securus and they refuse to respond. I am out the money that I paid for a GPS Unit that doesn't work.
