Complaint Review: BBB Better Business Bureau - Richmond Virginia

The Better Business Bureau after receiving the following complaint from me about a bait and switch scheme carried out by Circuit City has closed the compliant and asserts that the compliant is resolved. I have had no response from Circuit City concerning my compliant.

7/16/05 I was called on the phone and sold a Protection Plan on a recently purchased TV plan for 4 years T. Boatwright told me when I was contacted about purchasing this contract that it would be for 4-year service agreement. When the contract arrived it was only for 3 years. When I called the contract center I was brushed off and told the contract was only for 3 years and that is all there is to it. The representative did not care what I was told when I was sold the contract. The representative stated the only thing I could do, would be to live with it or cancel the contract and gave me 804-270-2058 a fax #. I sent a fax to that number asking for clarification and received no response.

I then corresponded with Circuit City Customer Support via e-mail a number of times the reference # is (KMM2276811I9552L0KM) and was told by Milan A. (Customer Support Coordinator Contact ID Number: 1194302) & Hitesh L. (Customer Support Coordinator Contact ID Number: 1194302) that I needed to contact the store manger where I purchased the TV even though the Protection Plan was sold to me after the purchase via a phone call.

I tried and was unable to contact the Store manager via the phone as he was out of town. I then composed a letter to him and included all the correspondences that I have had with cityadvantage and customer support. 7/30/05 I received a return call from the store manager (Stephen Savage Circuit City 2651 East Franklin Blvd. Gastonia, NC 28054). He stated that T. Boatwright did not work for him, that his store did not sell me the protection plan, and he was not sure why Customer Support was referring me to him.

It was a Saturday and he told me he was unable to resolve the issue that day but he would get back to me as soon as he figured out what was going on. I have not yet received a return call from Mr. Savage. When I sent Mr. Savage the letter I copied in Circuit City Stores, Inc. Attn: Customer Support 9954 Mayland Dr. Richmond, VA 23233.

I received a call from their representative Channel Valentine 800-251-2665 ext. 8046. She offered me a $25 Gift card for my troubles, which is unsatisfactory. I would like what I was promised when I was sold the Protection Plan, which is coverage for four years

10/24/05

The company has still not addressed the issue of their representative selling me a four-year contract and only sending a three-year contract. I asked the cityadvantage sales representative who sold me the contract if it was for four years twice before I committed to purchasing the contract and she said, Yes four years. She initially stated it was for 3 years and when I declined she said that it would be for four years and that is when she closed the sale.

Circuit City has been less than helpful and evasive about whether this type of unrepeatable sales policy is standard operating procedure. I feel they believe I am making this whole scenario up. I assure you I would not be wasting my time.

My question to Circuit City is Has someone asked the sales representative what she stated or has someone listened to the phone conversation? They state that they record such calls. Also, I still have not received a follow up call from the local store manager where I purchased the TV. He stated he would follow up with me when we spoke on 7/30/05.

Michael

Belmont, North Carolina
U.S.A.

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