On Sunday, June 24, we attended the Direct Buy program and reluctantly signed up for a membership. At no time were we informed of the cancellation policy. We knew that RI law mandates three busines days to cancel. My husband pointed out afterwards that Mr. Max Mark violated RI law by not going over the cancelation policy.
The office is closed on Mondays.
Tuesday, June 26, I called Mr. Max Mark 3-4 times. And left messages stating my desire to cancel our membership and asking for assistance and guidance in doing so. He called back twice and left very brief messages and gt thru to me at 9:30 that night. He asked me to reconsider if he could lowere the rate. I said I would wait until the morning but still planned to cancel the membership.
One Wednesday, June 27, I called 4-5 times and left messages regarding my commintment to cancel and asking for his guidance on how to cancel properly. He left one message which simply was his name.
I called 3-4 times on Thursday, June 28 and received no messages. Each time I called I left a specific message for Max Mark stating my commitment to cancel the membership and requesting his assistance in this matter.
I called several times on Friday, June 29 and again left detailed messages regarding my concern about how to cancel given the three day law. He left one message stating he called. Finally, he called on Friday afternoon, after 4:30 and asked me if my check had been cashed, he would have to talk to his supervsors and had I sent the letter? What letter?
During this week I had read thru the brochure and found no information about cancelation policies. It was at this point on Friday afternoon that I looked over the pink receipt of the contract and found the statements about the certified letter.
I looked at my banking log and found the check had been cashed on Monday, June 25. I called back and left a messages for Mr. Max Mark again and reported that the check had been cashed and that I just found the statement regarding the certified letter and would send one off the next morning.
Saturday, June 30. I sent a certified letter stating my intent to cancel.
Monday, July 2-Friday, July 6
I called Direct Buy, Providence a couple of times each day, save for the 4th, and left messages for Mr. Max Mark. I never had his extention, only the general mailbox. Each time I stated I wished to cancel my membership, return the android tablet and gift card and be reimbursed $400.00 dollars.
On Saturday, July 7th, I called DIrect Buy 13 times, using every and any extension I could find. I left messages in each one stating my frustration with their lack of professionalism and sleaziness. Finally, a little before noon, I received a call from a woman who said she was from Direct Buy. She listened to my story and said that Mr. Mark had returned my calls several times and that the certified letter information is in bold letters on the contract. She also said I should have read that and wondered whyI didn't answer Max's calls immediately. I responded that my work prohibits me from answering the phone at certain times and I always called him back as soon as I was able. Also she said she could not help me other than to say I was bound to a 36 month contract and hoped I would use the Direct Buy services. I told her I would not, asked for the name and number of her supervisor or the DM of the North east region and would report them to the better business bureau and the attorney general's consumer affairs office.
I then left 10 or so voice mails on the customer representative's voice mail asking for the name and number of the supervisor or district manager of the providence office and asking to have him call me.
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