Complaints

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:01/22/2025

  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.

  I bought a ***** g10 in May of 2024 and in October 2024 it stopped working with assurance wireless network. They say it's partially compatible and contact quality one wireless but they will not return phone calls or chats

  Business Response

  Date: 01/22/2025

  The warranty on the device is through ***** directly.  A request would need to be submitted at ********************************************************************************

• Initial Complaint

  Date:01/11/2025

  Type:Service or Repair 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 purchased a Schok Volt SV55 on 8/29/24. From the time that I received it on 9/4/2024, it has had an issue with the battery, it will not hold a charge. When it is in use, it will drain quickly. When it is dormant while I am sleeping, usually around 5 or 6 hours, the battery will be down to less than 20% and sometimes down to 0%. I started to contact them immediately to report the defective battery and to request a refund. I called numerous times and left messages, but not one call was returned. I tried contacting them through an Assurance Wireless customer service representative. When he reached Quality One, he was told that no one was available to speak to me, but that someone from the company would call me the next day, they did not.I tried contacting them through their website chat and support tabs. I only received an automated email response with a request number (******) and a message stating that they would review the request and get back to me, they did not. I tried to request an email from them with an RMA to return the phone but found that I was blocked from my account. The system wouldn't accept my password, nor could I get an email from them to reset it. It's very disheartening to know that Assurance Wireless, A Lifeline carrier uses such a disreputable company to supply their phones.

  Business Response

  Date: 01/13/2025

  The order was refunded on 1/11/2025.

  Customer Answer

  Date: 01/14/2025

   
  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:01/09/2025

  Type:Service or Repair 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.

  Bought a phone on Dec 26th 2024. Sent it back on Dec 31st 2024. It was received. I have called several times and left messages several times with no response. I have messaged the company on their site without a response as well.

  Business Response

  Date: 01/10/2025

  The order was refunded on 1/10/2025.

  Customer Answer

  Date: 01/10/2025

  Money was not refunded to my account 

  Customer Answer

  Date: 01/13/2025

  Still have not received any refund. 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22789647
  
  I am rejecting this response because: I have not received my refund.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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 purchased a new phone on October 17 on line, a week later it quit working.I tried to phone, email, and Tex the for over a week to 10 days, no answer, so finally l drove over 50+ miles to their office and was offered a refund or a new phone, l accepted a new phone.Less that a week later that phone also went wrong so l paid and returned it to them for a refund.I then got a email from them saying they had received the phone, the next day l received another email saying a refund had been approved but that was on November 1 but still no refund.Again l have tried to contact them by phone, email, text but no reply, l have also written to them 3 times, still no reply.I contacted assurance wireless head office and they said it is one of their suppliers and l have to deal with them directly

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File No. 22615691
  
  To Whom It May Concern:
  
  Assurance Wireless is a brand operated under ****************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Assurance Wireless.  T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated December 2, 2024, regarding the above-referenced account.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to handset and refund issues they have been experiencing.
  
  Upon review, our records indicate that our customer purchased a handset online, through Quality One.  Quality One is a web only, authorized Assurance Wireless retailer where customers can purchase name brand phone models and accessories, as well as get options for payment plans to purchase an array of phones built to work with Assurance Wireless service. 
  
  Please note, Assurance Wireless is solely the service provider and as such we are unable to provide any refunds of purchases made from Quality One.  Any questions or concerns regarding a handset purchased through Quality One should be directed to them.  Our customer may visit their website for additional support, ************************ *******************************************************************; We regret any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm CST.  ********** may also be reached at the address listed below.
  
  Very truly yours,
  
  
  ******************
  
  ***** *******
  Executive Response

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22615691
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/10/2025

  This order was refunded on 1/10/2025

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22615691
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/13/2025

  You were refunded for the order.

  Customer Answer

  Date: 01/16/2025

   
  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:01/07/2025

  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.

  I ordered an iPhone 11 on August 21st 2024, I used the phone for two months and it stopped working. I contacted Assurance Wireless who recommended them and they tried helping by send out another sim card, it didn't work. I contacted Quality One Wireless over three times, no one EVER answered the customer service number and NEVER returned my calls. I'm paying for Something I can't use. This is some of the WORST customer service I have ever encountered.

  Business Response

  Date: 01/10/2025

  The warranty on a reconditioned device was 60 days from receipt.  *******************************************************

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: In my opinion the business sold an item that they knew was defected. I've reached out to this business first in November and the generated recording said they would get back to me in 48 hours. I've left several voice mails for months and it took me contacting the BBB to get a response! This is the worst customer service ever. I'm still paying for a phone I can not use. I recommend you go back to November and check your company's voice mails. I also reached out to the company through email as well 

   

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/13/2025

  There was never a return created for this order.   The instructions to do so are listed on the email with order information, on the phone system and on the website.   The order is refunded at this point.  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: I'm not understanding what they mean by the order is refunded at this point! They said it was never a return created because no one ever responded to emails/phone calls since I reached out in November. So at this point what should I do about my refurbished device? Do I return it for a refund or for another phone?
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 01/22/2025

  My last response from  Quality One Wireless through the BBB said the item was refunded at this point. I don't understand what they're meaning by this because I have not received a refund and another payment was taken from my account today due to the fact I'm still paying for a device I haven't used in months. I need to know what are their intentions.

  Business Response

  Date: 02/03/2025

  The warranty on reconditioned devices is 60 days from receipt.  ******************************************************

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: in prior response they said "order is refunded at this point"! This company is the worst ever, how can they say my warranty ran out when I tried reaching out to them through emails and  numerous phone calls in November. The voice mail said they would respond in 48 hours and they NEVER did, why are so many customers saying the same the same thing about them. I want my money refunded for a device I only got to use for two months and I'm still paying for. After today I will be contacting other outlets to let them know about your poor business.  practices. I don't understand how they are able to stay in business with so many complaints.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/19/2025

  The warranty / return information was linked on the third screenshot that the customer provided with their order.   The warranty on a reconditioned device was 60 days from receipt.  *******************************************************

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: BEFORE the warranty ran out, I tried calling and emailing several times! NO ONE EVER, returned a call like they said or responded to my emails. This company makes it hard for customers to get refunded. You said in prior response "at this point item is refunded", so where is my refund? I'm still paying for an iphone I can't use! I can return the phone if you send me a shipping label.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/22/2025

  The warranty on a reconditioned device was 60 days from receipt.  *******************************************************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: I made several attempts to contact the company before the warranty expired. I called numerous times and was directed to a voice-mail left a message and no one got back in touch with me (within the 48 hour window) like they said they would. I sent several emails as well. It's not my fault that this company has terrible communication with paying customers. I would like my money credited back to my account like you said in previous communication that ( It's refunded at this point) but I never received a refund.

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/03/2025

  The return period for the device was 60 days from receipt.   ******************************************************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22779857
  
  I am rejecting this response because: I tried reaching out to this company before my warranty expired. They never responded to voice-mails I left like they said they would! No response to emails either. When you call customer service you NEVER get an answer. The website ************ has poor business practices and it's not fair to the consumer that we do what they require before the 60 days and they only responded after the warranty runs out. I would like my money returned, they said the order would be refunded in prior correspondence but I have to receive a refund!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/25/2024

  Type:Product 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.

  On October 22, 2024, I bought a phone from quality one, *****, after shipping, total cost was $55.99. When I received the phone it would not charge. After a day and a half it charged. It would not turn on. After contacting quality one, they sent me a return label. After sending it back, I received a letter saying Return Status : Refund Approve. I have not received a refund or a new working phone. I have tried several times to contact them, by phone and emails, and have not been contacted by them, by phone left messages, which they said they would return my calls. Quality One, has not answered any of the calls or emails. I did set up a account with them

  Business Response

  Date: 11/26/2024

  this order has been refunded

  Customer Answer

  Date: 12/02/2024

   
  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.

  Consumer

  Most Recent Message

  Date Sent: 11/26/2024 3:08:56 PM
  Thank you.  I have been refunded.  I most appreciate your fast action and I am satisfied with my refund.                                                                                                                                                                                                                             ***** ****

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/09/2024

  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.

  The phone that was issued cannot be unlocked. The network Assurance Wireless which this agency is associated with is nonexistent. And they are the only ones who can unlock it.

  Business Response

  Date: 11/09/2024

  The device is locked to the customer's carrier, Assurance **********************. 

• Initial Complaint

  Date:11/03/2024

  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.

  I order on October 22, 2024 at 3:27pm ACW_95658 the Hmd vibe phone. Which was $172.26 including $11.99 priority 1-3 days. My phone number is **************. I expect my full refund where can I return your phone for a full refund.I activated the phone made one call that same day. The next I try to use the phone but it's restricted, if this is a new phone why does it come with issues. I don't believe in lying to people to about anything, especially for profit.I thought me buying a new phone it wouldn't come with issues, I want a full refund. Preying on people is not something do, I was manipulated into thinking this phone was brand new.

  Business Response

  Date: 11/04/2024

  here is the return label for the order *********************************************************************************************************************

  Customer Answer

  Date: 11/14/2024

  First of all you didn't even investigate the claim I made you just closed it a couple of hours or days later after I filed it. I hated that I wasted my time knowing that I feel like I'm not valued as a consumer.

  I heard her name BBB was such a good person to resolve issues when it comes to consumers in the products are by apparently on the news they only saw people issues when they go to the news. I'm not saying I don't what's for me to say nothing was solved nothing was done I'm very disappointed. What else do you want me to say I guess you're you close in the case that's between you and God whatever happens is is what it is. 

  Since you didn't handle my complaint or take it seriously I'm just leaving in God's hands. I'm all right and I'm not going to say thank you cuz you didn't even do anything my time was wasted and I don't appreciate it.

• Initial Complaint

  Date:10/30/2024

  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.

  I purchased a phone: Quality one wireless 20/17/24. $55.99 arrived 10/22/24. Phone arrived corrupted. Phoned 5 times cannot reach customer service. Emailed several times complaint # ****** We requested a return label to get a refund. Can not get a return label to send phone back. Resolution: Would like a return *************** There are numerous complaints about this company. The only way to resolve the problem is by going through you the BBB.

  Business Response

  Date: 11/14/2024

  Braintree (Credit Card) Refund in the amount of $55.99 approved. (Transaction ID ********* - 10/31/2024

• Initial Complaint

  Date:10/25/2024

  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.

  Phone is locked. I have spent a few months getting this resolved. The people keep giving me the wrong information. I'm trying to get the phone working. The last person I spoke to gave me a number that is false. They told me to wait 2 hours to get the phone working. It did not. They sent me a SIM card it didn't work. Then they were supposed to send me a second SIM card and never did. Then they sent me a 3rd sim card. Now the reason is the phone is blocked. They gave me a number to call. Not in service. Now they are closed. This is frustrating and I'm disabled. I just want the phone working but I get nowhere. I am very unhappy with you service and them not fixing the problem. Maybe I should get another service provider. I am very unhappy with this company. The phone needs to be unlocked but they give me wrong information.

  Business Response

  Date: 11/09/2024

  We do not have a record for this customer.   What order # are they referring to?