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:10/24/2024

  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.

  The company refused to respond to any of my multiple requests for an RMA (return authorization number) even though I made the requests within their return time frame of 7 days. I made multiple phone calls to them, left voicemail messages, sent emails, and sent messages directly from messaging links on their website order page. No response whatsoever. Attached is a long explanatory email message I sent to them, a message sent via their website/zendesk, plus the receipt of purchase. Date of purchase: Oct. 3, 2024. Date of delivery: Oct. 7, 2024. Dates of my attempts to contact the company: Oct. *****, 2024. (Item purchased: ******* Galaxy A13, $119.I paid for priority shipping, but amount paid is not shown on receipt. I believe it was $10 to $15.)I would like the company to allow me to return the phone in its still-new condition, and for them to forgo their restocking fee and other deductions, due to their refusal to abide by their own policies. I can pay for return shipping myself, or they may pay for shipping and deduct their exact return shipping cost from my refund. The refund I would like is the full price I paid for the phone, $119 plus tax, which is $128.82.

  Business Response

  Date: 10/25/2024

  The customer would need to return the product in order to be refunded

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

• Initial Complaint

  Date:10/16/2024

  Type:Delivery 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 ******* smartphone from Quality One Wireless, LLC on the date of August 2, 2024. The ******* smartphone was that was shipped to me by Quality One Wireless, LLC through ***** was misdelivered by ***** and I never received the package for the smartphone delivered to my address. I attempted to file at claim for the misdelivered package with ****** and ***** required that I obtain a shipper waiver authorization from Quality One Wireless, LLC to file with the claim at *****. I attempted multiple times to notify Quality One Wireless, LLC that I had not received the phone order that was shipped to me from Quality One Wireless, LLC, and that I needed help from Quality One Wireless with locating the missing package that was not delivered to my address by *****, and that I needed a shipper waiver authorization from Quality One Wireless, LLC to submit to a claim filed at ***** for the misdelivered package, but Quality One Wireless did not give me any answer to my notifies and request that I had given to their company, and ***** denied my claim that I filed for the misdelivered package because Quality One Wireless, LLC did not give me a shipper waiver authorization to submit to the claim that I file at ****** and ***** refused to go any farther with searching my claim that the package was misdelivered. I tried to file a complaint for a refund of purchase against Quality One Wireless, LLC at ********** which is the merchant loan company that I used to purchase the ******* smartphone from Quality One Wireless, LLC, but the ********** found in favor of Quality One Wireless, LLC and denied my request for a refund and required that I continue to make the loan payments for the purchase of the ******* smartphone from Quality One Wireless, LLC. Quality One Wireless, *** has refused to contact me regarding my complaints that I never received the order delivered to my address by ***** that I submitted to their company and has never contacted me regarding my complaints

  Business Response

  Date: 10/17/2024

  Proof of delivery attached

  Customer Answer

  Date: 10/27/2024

  I filed a claim at ********* regarding the package was misdelivered to the wrong address but ***** denied my claim because ***** requires a shipper waiver authorization from the shipper to file a claim at *****. I requested a shipper waiver authorization from Quality One Wireless, LLC by an e-mail that I sent to Quality One Wireless, LLC from my e-mail address at ****************** but Quality One Wireless, LLC never answered my e-mailed request. I left several voicemail messages that requests a shipper waiver authorization at their voicemail with their telephone number ,but Quality One Wireless,  LLC never answered my messages by calling me back at my phone number that was left on the messages. Copies of my e-mail request for shipper waiver authorization was included with my original complaint submission.  I did not get approved by ***** for my claim filed, but the package was misdelivered to the wrong address by *****.

  Customer Answer

  Date: 10/27/2024

  I am not satisfied with the business's response. I would the Better Business Bureau to request the Quality One *************** to file a claim for missing package with the ***** so that a claim for the delivery that was misdelivered by ***** can be filed so that ***** can file the delivery as missing and begin to search for the missing package, and I would like the Better Business Bureau to request Quality One Wireless, LLC to give me a refund for my purchase.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22431239
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 10/27/2024 3:13:43 PM
  I filed a claim at ********* regarding the package was misdelivered to the wrong address but ***** denied my claim because ***** requires a shipper waiver authorization from the shipper to file a claim at *****. I requested a shipper waiver authorization from Quality One Wireless, LLC by an e-mail that I sent to Quality One Wireless, LLC from my e-mail address at ****************** but Quality One Wireless, LLC never answered my e-mailed request. I left several voicemail messages that requests a shipper waiver authorization at their voicemail with their telephone number ,but Quality One Wireless,  LLC never answered my messages by calling me back at my phone number that was left on the messages. Copies of my e-mail request for shipper waiver authorization was included with my original complaint submission.  I did not get approved by ***** for my claim filed, but the package was misdelivered to the wrong address by *****.

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

  Business Response

  Date: 11/14/2024

  The order has been refunded.

  Customer Answer

  Date: 11/14/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/14/2024

  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 purchased a cell phone from quality one wireless for $60. I was sent a phone that did not function and attempted to call tech support for new phone or how to repair this one. I attempted for one month to call quality one wireless and never received a call back or was ever able to talk to any human. I went to the website ************************************************************** paid $60 for phone that does not work. What I would like to happen today is can I have my money back or the product that I paid for. Good luck in trying to call somebody and talk to them I was unable to reach anybody in this company for a entire month. I was without cell service during both hurricanes and it was not very convenient. Down below is the email that was sent to me after I purchase the phone if you need any more information please just reach out to me and I will provide whatever you may need.Your order is now complete. You can check your order online here. Please be aware, that it may take up to 72 hours (M-F) before the tracking information is updated to reflect the current status. ******** times vary based on the shipping service that you chose at checkout.[Order #ASW_63393] (September 10, 2024)Order #ASW_63393] (September 10, 2024)ProductQuantityPrice Schok Volt SV55 - ********************** Wireless SIM Card1$0.00 PaymentCredit Card ShippingStandard Shipping - (1-5 business day transit time)Total$59.91 This transaction will appear on your credit card statement as ASSURANCE*PHONES.Billing Address ********************************************************************************************************************************* Shipping Address *********************************************************************************************************************************

  Business Response

  Date: 10/14/2024

  The order was refunded.

• Initial Complaint

  Date:10/07/2024

  Type:Delivery 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 have attempted to contact a Quality One **** at least 3 ***** ****** (using their "Need Help?' link) and have also left at least 2 detailed voicemail messages over the past few weeks asking for a callback to discuss swapping a phone for another one. I've given them every bit of information they asked for and they simply don't call back. Their recording specifically states they will call you back within 48 business hours. As I've stated, it's been weeks now and I have yet to receive a callback. And it's an extra treat that they make you wait on hold for about 15 minutes and only then ask you to leave a detailed message. I'd be fine with that if they'd just return my call within 48 hours as they say they'll do.

  Business Response

  Date: 10/07/2024

  What order # is the customer referring to here?   We do not have a customer with email address [email protected]

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22391037
  
  
  
  I am rejecting this response because:  I have a;ready provided you the Order number, but i will do so again.  It's 710795512-001.   As I have told you several times, I am contacting you on behalf of my 92 your old mother.   Her name is Nancy Hower and her address is 150 Queen Street, Reedsville, PA 17084.  Her new Assurance Wireless phone number is 717-513-9764.  She recently received a smart phone as part of her free Assurance Wireless service and is too intimidated with a smart phone and would like the Schok Flip phone instead.  Assurance Wireless referred me to you folks to do that.  I have asked now numerous time through voicemail and online help for you to call me at 303-229-0243 to see what we need to do to get the flip phone sent to her so she has a simple cell phone she can operate.  My email address is JLynnTaylor56@gmail.  I had originally provided you an email address of taylorjl56@yahoo.  I now realize this was the email I provided on her original Assurance Wireless account (phone number 717-953-8327), however that account was closed because she didn't get the annual re-certification notice sent to her back in July and obviously did not complete that required process.  Interestingly enough though, I have received several recent emails from T-Mobile regarding her new account, delivery info, order number, etc.  And that's why I had been giving you the [email protected] email.  Anyway, if you would just give me a call so we can straighten all this out, it would be much appreciated.  My  number is 303-229-0243.  I have all the pertinent information about my mother and can provide whatever information you might need to complete this process.  Do not attempt to call my mother's new cell phone.  It's activated, but not set up yet.  She doesn't understand how to do that.
  

  
  
  J Taylor

  Business Response

  Date: 10/08/2024

  710795512-001 isn't an order # from our website.

• Initial Complaint

  Date:10/06/2024

  Type:Delivery 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 a phone from ****** website that has phones compatible with assurance wireless service on September 29 2024. My order says it was shipped October 2nd 2024 but is missing. I've contacted shopq1 several times and calling them leaving a voicemail after being on hold for over an hour 3 times. No reply from them, no call back. I've sent message to their support team on ******* and no response either. I don't know what to do ,this is really frustrating.

  Business Response

  Date: 10/21/2024

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

   

  DELIVERED
  
  Wednesday10/2/24 at 10:49 AM

• Initial Complaint

  Date:10/02/2024

  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 purchased a ******** G 5g phone from Quality One Wireless online at **********************. i had no idea that this was Quality One Wireless, LLC as it said **********************. My sister paid for the phone on her credit card but i received it at my home. My complaint is that the phone is defective. When I'm speaking to anyone on the phone up to my ear, my voice fades away and they cannot hear me. When i put it on speakerphone, they hear me better for a bit and then my voice sounds like I'm under water and garbled. I tried many times to contact Quality One Wireless by phone and email, no one answers the phone or calls back on messages I leave. They do not answer the phones at all, i do leave a message. i stayed on hold for 17 minutes 10 seconds and an answering machine comes on . They dont respond to the message either. When i email, no response. They took my sisters credit card and charged it for ******. My warranty expires in January and i would like a refund of the $****** since the phone doesnt work,

  Business Response

  Date: 10/03/2024

  The warranty on the device is through Motorola directly.  A request would need to be submitted at https://motorola-global-portal.custhelp.com/app/repair-faqs

  Customer Answer

  Date: 10/05/2024

   
  
  Complaint: 22371927
  
  
  
  I am rejecting this response because PagePlus was going to contact Quality One Wireless for a refund on my phone. I did contact Motorola as a last resort and I received a repaired phone which is worse than the first one. Quality One Wireless received the money, so they should be able to send me a refund on a phone that is useless to talk on as no one can hear me without asking me to speak up. I expect a refund on this useless phone. On the credit card statement it says PagePlus, so I'm sure Quality One Wireless received a commission for selling the phone on pageplusphonestore.com website. How was I to know it wasn't PagePlus that I was buying my phone from??? What happens if I have an emergency and they cannot hear me or understand me. I have called Quality One Wireless numerous times. Why haven't they responded to my calls or emails?  I expect a refund so I can buy a phone that works.
  
  
  
  Sincerely,
  
  
  
  Charlotte Lurvey

  Business Response

  Date: 10/07/2024

  The warranty on the device is through Motorola directly.  A request would need to be submitted at https://motorola-global-portal.custhelp.com/app/repair-faqs

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22371927
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Charlotte Lurvey

  Customer Answer

  Date: 10/08/2024

  I have previously contacted Motorola regarding this phone. After they sent me a repaired phone in exchange for the first one, I tried that phone and it was not as good as the first phone. I told them that I needed a refund. They denied it and informed me that they could only send me a like phone. Apparently all of these Motorola phones are defective since they never sent me a brand new one. Motorola told me Quality One Wireless received the money and needed to give me a refund. This is what PagePlus says also. Out of THREE companies, no one is taking responsibility in this case.  Since Quality One Wireless sold this phone, they need to give me a refund on this worthless phone. I provided a receipt to you showing that Quality One Wireless received it. What more does a consumer need to do? I have done way more than any of the THREE companies have to rectify this situation.

  Business Response

  Date: 10/08/2024

  We cannot refund you for a different device than what we sold to you.  The buyer's remorse return period for refund was 7 days from receipt per our return policy.    If there is an issue with the replacement device that Motorola provided you then you would need to contact Motorola for a replacement.

  Customer Answer

  Date: 10/18/2024

  Quality One Wireless took 260.99 from my sister's credit card and sent me a bad phone. I have been trying since March/April time period to contact them to no avail, yet they say it's Motorola's responsibility. I beg to differ. Motorola sent me a phone which has the same problems as the first. Since Motorola did not take the money from my sister, they cannot refund the money. Quality One Wireless has a bad reputation of doing these things and should have to rectify these situations for all involved.  My Moto G 5g phone is useless if people cannot hear me and they get to keep the money? Why?? They NEVER answer their phones not do they follow up on emails as they say they do. I have previously sent you the receipt from January 2023. It is time to hold this Company responsible for their actions. Class Act Lawsuit???

  Charlotte Lurvey

   

  Customer Answer

  Date: 10/18/2024

  Quality One Wireless took 260.99 from my sister's credit card and sent me a bad phone. I have been trying since March/April time period to contact them to no avail, yet they say it's Motorola's responsibility. I beg to differ. Motorola sent me a phone which has the same problems as the first. Since Motorola did not take the money from my sister, they cannot refund the money. Quality One Wireless has a bad reputation of doing these things and should have to rectify these situations for all involved.  My Moto G 5g phone is useless if people cannot hear me and they get to keep the money? Why?? They NEVER answer their phones not do they follow up on emails as they say they do. I have previously sent you the receipt from January 2023. It is time to hold this Company responsible for their actions. Class Act Lawsuit???

  Charlotte Lurvey

   

• Initial Complaint

  Date:10/01/2024

  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'm trying to contact them for warranty information and replace my ph if possible. From the information in my account with them I have a one year warranty that will run out on January 2 2025 or there about.I have called twice in the past three weeks and left my contact information to no avail. No return call or voice message left. I just tried calling again today (Oct. 1 2024) and was awaiting an answer on hold and no one answered after 20 mins. I hung up, call back ... Same result. Three times. over a total of 60 mins. / 1hr. I've exhausted ... And two or three messages with no reply at ******* it's time for action with your help. Thank You

  Business Response

  Date: 10/01/2024

  The customer would need to return the device in order to be refunded.    The label can be found be here *********************************************************************************************************************

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22364905
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22364905
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 10/8/2024 8:18:32 PM
  Look I don't know how they got the impression that I want to return my phone for a refund I've had the phone for 10 months were long beyond that point of saying it's effective it didn't work when I got it it's activated I'm using it I'm trying to get a hold of them to see if they replace it under warranty because I'm having problems with it I need to speak to them to see if it's covered but I can't get them to return my phone calls and messages so that's where we're at.

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

  Business Response

  Date: 10/14/2024

  The customer would need to use the return label to return the device for a refund.  *********************************************************************************************************************

• Initial Complaint

  Date:09/30/2024

  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 purchase the phone in July ******, every month I contact the company to activate my new phone and sim card. Know one can activate it. Never work, We tried everything.

  Business Response

  Date: 09/30/2024

  Any active SIM card will work with the device.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22351490
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********, sim card was sent with phone,it doesnt work.  we tried to activate it 7 times to no avail. need full refund.  so upset with this phone, need a new model.

  Business Response

  Date: 10/02/2024

  Any active SIM card will work with the device.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22351490
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 10/4/2024 11:49:15 AM
  No sim card work, the new one or the original one.

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

  Business Response

  Date: 10/21/2024

  The customer can use this label to return the device for a refund.  *********************************************************************************************************************

• Initial Complaint

  Date:09/30/2024

  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.

  Purchase August ******* Damaged Schok Volt *************************************************************************** a postage paid return label. Poor customer service and support.Refund $58.93

  Business Response

  Date: 09/30/2024

  The order has been refunded.

• Initial Complaint

  Date:09/26/2024

  Type:Delivery 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.

  Ordered a phone for a individual we serve, order number ASW_61691, When we received the phone on September 3rd, it did not work. Called Assurance wireless and did troubleshooting, we were told to ship it back and a replacement will be sent out. We shipped it back the next day, September 4th and tracking showed it was delivered September 9th. I have emailed, called, left messages with the company and have not heard anything back. I am looking to just get the money back so we can look elsewhere.

  Business Response

  Date: 09/26/2024

  The order was refunded.