ComplaintsforPacific Coastcom Communications Inc.

• Initial Complaint

  29/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  (Attached)

  Business response

  06/03/2024

  Our regional manager, ***************************, has reach out to ***** to discuss the instore interaction and our processes and policies for pay & talk accounts. We apologize to ***** for misunderstanding and how she was treated in store when she initially inquired. There has been an agreement between both parties to refund the $25 (plus taxes = $28) back to client because of the complaint. The cash will be left for ***** to pick up in store at her convenience. 

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 1st my wife and I went shopping for new cell phones, ours were 6yrs old and felt due to a few issues were were experiencing replacements were necessary. We were unsuccessful at a couple of retailers so tried the *********** location of Pacific Coast Communications a *********** store, as we are ***** customers.We dealt with a sales representative by the name of ***************. He tried initially to encourage us to change our plan, which weren't interested in. We are long time ***** customers and have an old plan, which suits our needs and the only way to keep that low cost plan is to purchase phones outright, getting into high cost phone plans is not for us, we are seniors on a pension.Eventually he got the gist of where we were coming from. Unfortunately he did not have stock of the ******* **** phones we were interested in, but did have stock at another location, he made a phone call and tacked our two on to the order. Upon arriving home I started looking on ****** for cases for the ******* ****. Of course the search pulls up everything associated with that phone that included the phone. Imagine my surprise when I saw our exact phone being sold for $163 when I had just paid $250 for each phone. I called PCC and told the rep I spoke to I was returning for a refund and explained why, he said no problem.Arriving at the store, I spoke with ********* and made him aware of the price difference, he immediately said he could not refund the $100 PCC device support, claimed he wasn't allowed to. I couldn't understand why as no support was carried out, then said he would refund $50 but couldn't do better and I would have to eat the $50 as he put it. I decided to take the money and leave as I really didn't want to create a scene, but would rather contact the BBB. I left $50 short and with no product exchanged and no support carried out. I do feel under the circumstances this warrants your help, surely what has happened is not legal. **** attached. Thank you

  Business response

  20/04/2023

  Good afternoon, 

  We are aware of the client complaint as there was also other negative reviews left on ****** and social media for the same complaint. Our staff and management team did review all options and the reasoning behind the $50 charge when the client was in store. He left satisfied and did not request to escalate to higher management or the owner. We had thought this had been resolved. 

  2 products were ordered from us, with the client understanding that we needed to ship them from another location. They approved that transaction, the costs, the accessories attached with the devices and the Device Support costs in question. During that 24 hour period that it took ********* to ship and deliver the phones to us the client changed his mind because they found a better deal on ****** vs a local owned business. We do not have the buying capacity that ****** has, so were unable to price match the price the customer found online. A full refund of the devices was agreed on, as well as the screen protector accessories and 1 of the Device Support transactions.

  Just like stated in the complaint. We are unwilling to refund the second device support because work and support was still provided to the customer.

  Shipping costs from ********* of $44.80 ($40 + taxes) were incurred for us to ship the phones from another location for them, by request. By the time the request to cancel was made ********* had already picked up the packages and charged us. We also took the time to review all options with the client for upgrading and a full account review was done, we pre-activated 2 new *** 5G sim cards ($20 cost each, $40.00 + taxes total) which are now a waste and un-useable again. 

  In addition to this, we felt our sale representative was very respectful and reasonable with the client with the interaction and refund. We offered to support them with their new phones that they were getting from ******, as part of that $50 Device Support that we were unable to refund. We suggested that they return with the new devices and we would do a data transfer from their old phones to the new phones, help them install screen protectors and make sure that the new 5G/*** SIM cards were activated properly for them. 

  If anyone at BBB wants to reach out, or the client would like to discuss further, I can be reached at the information below. 

   

  Thank you, 

  *****************************

  Director

  ************ direct

  ***************

  Customer response

  20/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The phones might have cost $44.00 to ship, however as our original complaint stated there were already phones being ordered and our phones were being added to that order. To say that the phones had already been shipped is questionable. The reason we were not receiving the phones until Tuesday or Wednesday was because ********* said they do not ship over the weekend. It wasn't a case of me being satisfied that I left the store I left before a scene ensued. I realized now that what I should have done was simply called **** and stop the payment. When I phoned the store before I returned for a refund, the sales person I spoke to said I could either do the stop payment or come into the store. As I was in possession of two screen protectors, I felt I was doing the right thing by returning to the store. 

  Sincerely,
  
  ****************

  Business response

  21/04/2023

  Hello, 

  As previously mentioned, there was time and support given to the client to review everything start to finish between the client and our sales representative that we feel warrants the ********************** charge. A review was completed, work was started and additional value was offered. There was also the offer for supporting the devices that were purchased at an online retailer at the later time and helping them with their data transfer. This was all in addition to the costs that our business incurred for shipments and the *** cards that were no longer able to be used. Attached we have included copies of the transfer request which shows that there was only 2 phones in that request and shipment, along with the corresponding ********* waybill for the same day that was created and paid for because of this request. They were the only devices that were shipped and they arrived in the store Tuesday morning.

  Again, regardless of the costs that we took on for this project there was still value provided by the sales representative and time spent that needs to be taken into consideration.

  However, as it seems that there is not an agreement that the commissioned sales representatives time was valuable (providing the recommendation, spending time to get the phones delivered and doing the account review, spending further time refunding the invoice and explaining, etc) we are willing to meet in the middle. We are willing to refund the remaining $50 device support charge providing the client agrees to delete the negative ****** review left at this stores location beforehand. We have also attached that ****** review for reference. 

  Thank you,

  Customer response

  21/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************

*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. ↩