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Business Profile

Cell Phones

Cricket Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phones.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/23/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 entered Cricket wanting an unlimited internet box. What they gave me was 100GB Simply Plan. Which I was not aware of, for I really don’t know too much about GB. I purchased this box on January 6, 2023. On January 22, 2023 the internet stopped working. I went to the store where I bought it, the manager ******* stated that the internet stopped working cause I used up all the data. I told her, but how if I have an unlimited plan. Well that’s where we had a conflict cause from the very beginning I told her I wanted a unlimited plan but that’s not what I got.

    Business Response

    Date: 02/09/2023

    January 28, 2023 
    ******* **** COS, Cellular and Paging Communications *** * ** ***** **** *** *** ******* ** ***** 
    January 6, 2023 

    Customer (****** ******) entered the business alone, wondering about our mobile hotspot services, store manager gave information about mobile hotspot, device price and mobile hotspot services, Customer mentioned the need for a unlimited mobile hotspot plan, store manager explained the three options that Cricket Wireless offers ( 20GB, 50G6 and 100GB plans), manager was clear with customer about the limitations of data service when reaching the threshold, customer was more than happy with the information the manager provided and decided to move forward with top plan(100GB), the manager mentioned to customer in case the customer does not use up-to threshold amount of data. The customer has the option to downgrade the plan to avoid extra cost for non use. The customer was thrilled to hear the non-contract changes without fees, per policy the manager mentioned the seven day store warranty and 1 year manufacturer warranty. 
    January 23, 2023 
    Customer (****** ******) returns to business to complain about usage, and why her Internet access no longer works, manager, access, customers account for verification and found out customer had used up the threshold (100 GB), Customer had a friend/family member with them on this day, Customer stayed quiet majority of the time, friend/family member was the one that was talking for them, and was demanding a refund, manager stayed calm and explained the policy of the original sale as listed on the customers receipt and explained the date of purchase, customer had an option for a refund within the first seven days of purchase, the customer did not exercise their right to refund within that time frame, the customer returned 18+ days later, 
    Store policy and Receipt attached 
    ******* *****, COS 

Cricket Wireless is NOT a BBB Accredited Business.

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