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Business Profile

Telecommunications

Visible Service, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 1,517 total complaints in the last 3 years.
  • 250 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2022

    Type:Delivery Issues
    Status:
    Answered
    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 ordered an iPhone 13 Pro on June 7th and my bank account was debited $984.00. It was shipped ***** next day shipping and ***** did not attempt to deliver on June 8th. I had to go to 2 different Apple stores to get a phone since I had not received this order. I contacted Visible to reroute the order as I never received it and did not leave the house to make sure I received the packaged. I called to follow-up with ***** they let me know the box was empty and that is why they did not deliver the package. I contacted Visible several times to request a refund and they told me I needed to wait 21 days after the package was received. The package was received by a Visible employee on June 21st, ***** routing number ************ and received by ***************. I need Visible to refund the full amount of $984.00 immediately

    Business Response

    Date: 06/28/2022

    Dear BBB:

    Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.

    ******* placed an order for an iPhone 13 Pro from Visible on 6/7/22. Due to the courier's delay in delivery, ******* canceled the order. We recently received the phone back at our warehouse on 6/21/22.

    The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/27/22 after notice of the BBB complaint filed. After reaching out to *******, the Visible ERT investigated this further with our finance team as well as our inventory tracking team to get more information about the returned order. Our finance department found a chargeback for the device. ******* has been informed that we cannot refund in addition to the chargeback.

    Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *********************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.

    **************
    Visible Executive Relations Team

    Customer Answer

    Date: 06/28/2022

     
    Complaint: 17488641

    I am rejecting this response because: I reported a claim with PayPal and PayPal initiated the chargeback an behalf  of Visible. I lost hours of my time away from my own business without a celll phone and having to visit multiple stores to get a new phone. I would like to be credited for 6 months of service due to lost time and money from not having a cell phone and lost time waiting for a signature required package. I was compensated $5.00 so far. 

    Sincerely,

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

    Business Response

    Date: 07/08/2022

    Dear BBB:

    Thank you for referring the complaint of *********************** to Visible for review. We appreciate this matter being brought to our attention.

    ******* placed an order for an iPhone 13 Pro from Visible on 6/7/22. Due to the courier's delay in delivery, ******* canceled the order. We received the device back at our warehouse on 6/21/22.

    The Visible Executive Relations Team (Visible ERT) began investigating this matter on 6/27/22 after receiving notice of the BBB complaint filed. Our finance department found a chargeback for the device. ******* has been informed that we cannot refund in addition to the chargeback.

    Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that *********************** has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.

    ****************
    Visible Executive Relations Team

  • Initial Complaint

    Date:06/27/2022

    Type:Product 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 ordered a a new iPhone SE and had numerous network and applications not working so I decided to return it. *** Shipping return label: 1Z114R8Y9094683997 received June 07, 2022. Original order #******** in which I paid via checking account $463.32 plus the cost of monthly service. On June 08, 2022 I received an email that equipment was received and refund will be received in 10 business days. Its now June 27, 2022 and I still dont have a refund, Ive contacted Visible numerous times, I was promised call backs that never happened and tickets that was never escalated and no step closer to getting a refund. Finally I was able to get a supervisor to chat with on June 27, 2022 with a ticket # ********

    Business Response

    Date: 06/28/2022

    Dear BBB:

    Thank you for referring the complaint of ******************* to Visible for review. We appreciate this matter being brought to our attention.

    Visible issued a full refund of $463.32 on June 27th for Takia's device purchase, as well as an additional $25 refund for their only service payment.

    Visible considers the matter resolved and we trust that this information will assist you in closing this complaint and apologize for any inconvenience that ******************* has experienced as a result of the above matter. Should you have any questions, please contact the public or non-public staff contacts provided to the BBB.

    ************
    Visible Executive Relations Team

    Customer Answer

    Date: 06/29/2022

     
    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.


Visible Service, LLC is NOT a BBB Accredited Business.

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