Complaints

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  The KC Standard hires and trains contracted sales representatives to promote and sell **** phones and services inside of ***** **** locations in the Kansas City Metro area. On or around 05/04/2022 **** ******** ** offered me a ***** **** promotion to upgrade 4 existing phone lines to new iPhone 13 phones with a ***** **** promotional phone plan that would reduce my current monthly bill to approximately $166 per month. Via verbal and e-mail communication, **** told me to take the new phones which were delivered to my home to an **** store to have my existing phone numbers ported to the new phones. When I took the new phones to the **** store, the manager (****) told me that the promotion that was offered to me was only for “new phone lines” with “new numbers” and as a business customer (which I communicated to Mr. ********) I would not be eligible for the promotion or the new phone credits. **** also explained that, “this happens so often, that all they have to do when they have this situation come up; is type ‘***** ****’ into the notes on the account”. ****** ******** is the Franchise Owner of The KC Standard. I have made several attempts to speak with her regarding this matter and she has not returned my calls. I would like a credit of $899.00 per phone as I was promised and my monthly bill to be approximately $166.00 per month as I was promised. Given the information I received from **** employees, I believe that her franchise is knowingly training their sales people to unethically sell and promote services to ***** **** members.

  Business response

  05/27/2022

  see attached

  I am writing in response to a complaint that was submitted to the Better Business Bureau on May 18, 2022, ID #********.

  The customer did call our HR Department the week of May 9th, 2022 and explained the situation regarding his interaction with our Sales Rep to one of our Human Resources team members. The issue was immediately reported to management and, in accordance with company and client policy, a claim was submitted to our Escalations Department on behalf of the customer. Our Escalations Department has since tried a total of nine times to contact the customer, via phone call, text, and email, in order to resolve the issue. The Escalations Team has not been able to reach the customer, nor have they received a response from the customer to any of the attempted contacts made.

  Of course, customer experience is our top priority and we wish to resolve any issues immediately, especially if it is an issue of a customer being misquoted by one of our representatives.

  If any other information is needed, please don't hesitate to reach out.

  Customer response

  05/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: While there have been attempts made to reach me, I scheduled an appointment with ******* and he did not call at the specified time. I have already invested almost 16 hours of my personal time at the **** store trying to resolve the initial setup issues created by the sales representative. I am unwilling to sit on hold and wait for a representative that lacks the courtesy to call me at the scheduled time we agreed upon. 

  
  

  
  
  Regards,
  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩