Complaints

This profile includes complaints for GLENTEL Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GLENTEL Inc.

  8501 Commerce Crt Burnaby, BC V5A 4N3

• 

  GLENTEL Inc.

  2162 4700 Kingsway Burnaby, BC V5H 4M2

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:15/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I would like to start by saying I visited the ********* mall Wireless wave location (booth) it’s located downstairs below the food court. Me and my friend were checking out some phone plans and someone by the name Mike helped us. He ended up saying I can get a really good deal if I trade my phone get new phone and plan which we ended up doing he told me the trade value is over $400 and it’ll cover the almost $200 I owed plus more towards a downpayment for the new phone I ended up agreeing he **** about the fact that I was getting the credit to pay my phone balance I had at that time plus he sold me accessories without saying I’m paying for it later he said on your paying this much it’s taxes for your trade which it wasn’t it was what I was charged for the accessories he added which he told me was free I ignored that but when I just got a bill for around $300 for the device plus my last bill I was very upset it’s close to $500 which is not fair because I was **** to by the sales person and he was not honest with me about the transaction i am sure I’m missing details I even told him I don’t trust sales people because last time the other guy from ****** **** to me also and mikes co worker remembered who I was talking about and agreed they just lie to people and think it’s ok I contacted Mike to tell him the issue and he said oh no I didn’t use it for trade I used the money for downpayment but he said he is giving me $408 half of which would cover the downpayment and half for the remaining balance on the device and I’m going to have an ****** ** *** for $55 a month plus tax now I’m waiting to see if that was a *** too .. I am very upset that he **** to me and when I reached out he was brushing it off and making it seem like that’s not it and he said maybe I’ll talk to manager and see if he can do something for you
  
  

  Business Response

  Date: 15/04/2024

  We looked into the complaint and our records shows that the customer was explained with all the details. however, we are in the process of contacting the customer and find resolution. 

  we will update as soon as we hear back from the customer.

  Thanks,

   

• Initial Complaint

  Date:14/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently notice that my credit card is being charged $11.29 / month. This is concerning because I have had this in the past which I flagged with *** ****. They stopped the charges, cancelled my credit card and provided a new card with a new number. *** **** had refunded a portion of the charges. *** cancelled my credit card in April 2019. I had explained to them I didn't know how or why Device Protection was charging me. I noticed in early 2022 that I was being charged again. I found the name and number of the company and called to see if this was a legit company. They had an old ****** (one I used long before 2022), my old address (I had moved in June of 2016), but somehow had my new CC information. I made a bogus/test claim with my old phone which was quickly denied. I asked them to stop the payments and was under the impression this is an ************ company. One that had already caused me to report them as ***** and have my credit card cancelled. This week (mid November, 2023), I can see there are charges on my credit card dating back as far as my CC statements go (Feb 15th 2020). Clearly I have been charged monthly since my new credit card was activated. I was on the phone with *** **** customer service who confirms that they had cancelled my credit card in 2018/2019 because of the complaint about this fee. They say the only thing they can do is once again, report ***** and cancel my credit card. This would be a big problem for me and clearly didn't work the first time. I will need to be reimbursed by the company charging the fee and have them immediately stop charges. *I have NO idea how they are getting my CC information *The phone they have on file is a very old ****** that dates back long before 2019 *The address they have on file dates back to 2016 *I called the company again today to try and deactivate 'my account." They said they don't have record of me asking to cancel payments in the past... $11.29x54 months = 609.66
  

  Business Response

  Date: 29/11/2023

  Hello, we have made a direct contact with the customer via email, ****************************, and currently investigating on this case.

  Please see below for our attempt on contacting customer:

  Hello ******,
   
  We hope this email finds you well.
  We received your concern filed on Better Business Bureau regarding your payment charges for your mobile protection plan.
   
  Upon investigation, we discovered that the reason your credit card was charged after the cancellation of the date you have stated, April 2019,
  you have purchased a new device from our ************************* location on May 16, 2019.
  I have confirmed that another protection plan was purchased for your ****** **, 64gb. 
  (Please refer to the invoice attached to this email: ************)
   
  You have originally purchased an ****** *, 32gb with us on September 19, 2017 (Invoice: ************) and the mobile protection plan was also purchased on the same day.
  I have contacted ********, who handles your payment, claims for your protection plan to confirm the date of cancellation for your protection plan.
   
  They have provided following information with us:
  *****************************
  Device: ******/**** ***** ****** *, 32GB, Black
  IMEI: ***************
  TEL: **********
  Cancellation Date: 2018-08-14
   
  Description: ******/**** ***** ****** **, 64GB, Black
  ESN/IMEI: ***************
  Carrier: ******
  Handset #: **********
  Cancellation Date: 2023-11-13
   
  Our mobile protection plan is a partnership we have with an organization, ********, and we only have the ability to add on their service at the time of activation with your consent and agreement.
   
  The service is a month-to-month service, and the protection plan is valid until you request for a cancellation of the plan from ********.
  I sincerely apologize for the trouble. However, based on the investigation, these charges are valid.
   
  If you would further assistance, I would advise you to contact ******** at ************** as the ******** agent will be able to provide detailed information on payment history.
  As well, you may be able to request for a partial dispute for your charges based on their review.
   
  Please don't hesitate to respond to this email if you have any additional questions.
   
  Kind Regards,
  Shoko
  Customer Service Representative

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  ***My response from my email is attached and reads as follows:

  As I had stated, I have tried to cancel this in the past and I tried to have the charges blocked from my CC, yet the fees continue to proceed. Further I do not use either of those phones including the most recent one in the attached contract.
  
  Also, the invoices below both have Protection plans as $0.00. Thats zero. I see you had snuck "($750-1500) - $9.99/month: into the fine  print. Whatever that number means.. This was not explained and not agreed to. I remember that last time at the ************** very clearly because there was an issue with the attendant at that booth. I was on the phone with ****** for over an hour resolving an issue.
  
  To summarize, I dont use these phones and havent for years, Ive tried to cancel with the company, Ive tried to cancel with ***** and the total on the invoice is $0.00, for these reasons, no, these charges are not valid.
  
  You stated that you are partners with them so it is up to you two to figure out why charges continue like this and refund accordingly.
  
  We will continue through the BBB until we have an agreed on settlement for years of charges.

   

  Business Response

  Date: 07/12/2023

  We have provided partial refund for the customer for his mobile protection plan and contacted the customer directly with response.

  The reason for partial refund is that the customer signed up for two year service agreement with ****** for his ****** ** in May 2019.

  The phone would have been in use for at least two years due to the agreement. Due to this, we have connected with ******** and requested for a refund from May 2021 to November 2023.

  ******** has already processed the refund and may take three to five business days for the refund to appear on customer's credit card statement.

  Please see the response we provided to the customer below:

  Hello ******,
   
  We hope this email finds you well.
  Upon reviewing your case, we are providing a refund of your protection plan for May 2021 to November 2023.
   
  You have signed up on two year agreement with ****** for your ****** ** and mobile protection plan on May 2019. 
  Based on this invoice, your agreement has completed on May, 2021.
   
  Our decision was to provide a refund for your protection plan after your agreement has ended with ****** in May, 2021 to November, 2023.
  Please allow three to five business day for the refund to appear on your credit card statement.
   
  The total value of refund that will appear on your invoice will be $349.99.
   
  Thank you for choosing ****** ******** once again.
   
  Please don't hesitate to respond to this email if you have any additional questions.
   
  Kind Regards,
  Shoko
  Customer Service Representative

  Customer Answer

  Date: 11/12/2023

  
  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,
  
  *****************************

• Initial Complaint

  Date:15/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I bought a mobile device protection plan last year with new phones from wireless wave location at ********************. After my phone got lost in December, I made a service request that got approved on January 3rd 2023, charging my card processing fee of 250$. I was told that there will be a reimbursement cheque in my mailbox in some business days however, I didn't received that cheque till end of month. Then I notified the company 2-3 times, and after making calls for somedays, they said me that there will be a new cheque delivered to me with a tracking number in email(never received). After waiting for somedays, I again made calls and in end of February, I asked them to give tracking number. When I checked on ****** **** site while being hold on call, it showed that it has already been delivered on February 6 which amazed me. Then begins the period of embarrassment as I kept on making several calls and they kept on putting me on hold for 2-2 hours, and at the end they said that it has been cashed out but how it can be possible, when I never received a cheque. I notified them that I have not got any cheque and you should check what's wrong or who have deposited it but they refused that they can't do anything. Moreover, in 1st week of March I got a cheque****** of amount 1027$ in my mailbox which I deposited, got refused by bank as it was already cancelled because it was the ********** that was cancelled by sender issued in January. They never tried to resolve this matter that ******** the cheque was delivered at correct address or not and who has cashed it out.

  Business Response

  Date: 24/01/2025

  We confirmed that this cheque was cashed by the customer and resolved the issue last year.  This one has been completed.
  

  
  

• Initial Complaint

  Date:24/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a prepaid card for $500 for signing a two year phone plan agreement. I misplaced the card which I never activated as I was to use it for Xmas gifts. I recently found the card which has an expiration date of February 2023. I called head office and card issuer, both agree of amount on card and that it was never activated, however will not issue a new one. I believe it is illegal in Canada to have a prepaid card expire and want one reinstated as it is my money. Hopefully this can be resolved through the BBB.

  Business Response

  Date: 24/01/2025

  We confirmed that the customer received two cards in error as the store did a mistake.  We are now confirming the balance on each card, but the customer is entitled to only one card.  I will keep you posted on next steps.
  

  
  

• Initial Complaint

  Date:18/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,
  This complaint is against
  Wireless *** ****** ****** *** ********** **** ****** ****** ** ****** ************ ******** etc. is a division of Glentel Inc and an exclusive operator of the wireless phone kiosks inside ****** Wholesale warehouses across Canada.
  I visited wireless kiosk(address mentioned above) on Sunday 14th Aug2022. I was looking for deals on *phone. The girl at Kiosk told me that I can get *phone 11 with ****. I asked her why I need to switch when I am already with *****s. She asked my mobile number ************, then she said that I can get the *phone 11 with my existing ***** plan which is (50 dollar/month 20 GB data). I said ok give me . She asked my driving license &then she said you have two lines in your account & you can get *phone 11 in any line, I asked can i get *phone 11 in both lines she said yes. I also asked that i can get phone in both lines with my existing plan she said yes. I asked this question because my second line is (45 dollar/month20 GB data). Then she asked me so which line i want to upgrade & i told her my second line (437-929-4010) This is the first time i told her my second line number. She upgrade this line. She told me that I have to pay 14.09 cad every month for 24 month for the phone and I will get 100 dollar credit in next or second next bill. Also I got 150 cad gift card. All set everything was good. After 30 min we decided to upgrade my main number ************ but that time we have only 10 min left cause store was closing. The same girl look at us and asked what we want as she was busy with other client. I told her that I want same thing on my another line. She said so you want exactly same with your another number I said yes then she request another girl to do the same but this new girl was not able to do it so the previous girl told me to come back on Monday but i work out of town so she said I will put this phone on hold and will text you tomorrow. Now they are refusing and saying I am making stories.

  Business Response

  Date: 17/11/2022

  On Aug 14 2022 he came into the London North store and upgraded. His plan was on a financing plan so the rep completed the HUP very easily without changing the plan and applied a $100 BPO soc code to the account.
  
   
  
  He then inquired about upgrading his main line. Due to *****s hardware rules, the system required us to change the plan. He became very upset and wasn’t understanding. My rep then said maybe he could come back at a later time when the store wasn’t closing as it was at this time almost 6pm.
  
  We held the phone for the member and followed up with him the next day.
  
  He was unsatisfied with the targeted offers listed on the account so we offered to call *****s loyalty together to see what solution we can come up with.
  
  He opted to call on his own time.
  
   
  
  On August 28th he went to WE508 Costco South store and upgraded his line. His plan was changed to the migration offer listed on his account and he signed the financing agreement. There was nothing else said at this time. So we assumed everything was resolved.
  
   
  
  On Friday November 11 I reached out to the member to follow up. He mentioned he didn’t get the same BPO $100 offer on his main line that his other line received.
  
  The reason this didn’t happen is because the BOP SOC code in the *****s system expired. It was a *****s weekend promo only.
  
  As a resolution I have filed an NRC form to *****s for the $100. It will take 3 billing cycles for the credit to apply.
  
  The member is satisfied at this time with the resolution.