Complaints
Customer Complaints Summary
- 107 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/26/2024
Type: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.Initial Complaint
Date:09/25/2024
Type: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 ordered a phone through the website that is an authorized dealer for free phones through the Assurance Wireless network, the phone did arrive with damage to the charging port. I have already went and tried to initiate return process, however it says I already initiated it. I have still not received the ** # they say will send me to send phone back. I am unable to call anymore since my phone no longer can be charged. I have no phone and it has been over 2 weeks . I would also like to involve the Assurance Wireless network in this complaint because this is an attempt to force me off the free federal program by making it impossible for me to use the network since I am unable to get a working phone within the strict allotted time frame they allow.Business Response
Date: 09/26/2024
The customer was sent the following return label to return the device *********************************************************************************************************************Customer Answer
Date: 10/10/2024
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:09/23/2024
Type: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.
On June 8th, 2024 I purchased a cellphone from Quality one Wireless after my Assurance Wireless phone broke. I used this company on the recommendation of Assurance Wireless. I spent $114.47. The phone does not work. It has an error message that says "Just a sec" , and never connects. I have had numerous email chats with them. They keep telling me the matter is being reviewed. I am unable to reach them by phone. Which is not listed on their website. (Assurance might have their number) Assurance Wireless requires you to make a call or text every thirty days to maintain service which I can not do. I would appreciate your assistance in this matter, thank you,P.S. They have not given me an address to return the item to. ******* *******Business Response
Date: 09/23/2024
The warranty on the device is through ******** directly. A request would need to be submitted at ***********************************************************Initial Complaint
Date:09/18/2024
Type: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.
My spouse is a nursing home and needed a phone to replace one stolen. A phone was purchased from this company on 9/12/2024 and was delivered on 9/16/2024. We paid $60.61 for a Schok volt SV55. It does not work nor has it even turned on. The phone will not charge the battery. The plug-in charger and cord work fine but the phone will not indicate it's charging by either the indicator light nor the screen display. The phone is dead, so we can't connect to her phone service. We have been trying to get a rma to return this defective phone but to no avail. Chat messages and emails keep sending us to a website for returns to request a rma but it's a blank screen. We were sent a faulty phone. At this point we do not want a replacement phone, just a refund and we will send the phone back. We have ordered a different phone from them which we hope works. We have no where else to go to get this resolved.Business Response
Date: 09/18/2024
This order was refunded on 9/18/2024.Customer Answer
Date: 09/18/2024
Better Business Bureau:The business has stated that it has refunded the amount of our purchase as of this date 9/18/2024. Is the refund being applied back to the credit card from which the purchase was made?
I have reviewed this response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
As no mention was made as to what to do with the phone itself, I will trash it as it is worthless in its present defective condition.
Sincerely,
*******************Customer Answer
Date: 09/18/2024
We have found that a rma was issued but it was not on the Quality one website but on the Assurance Wireless website. We were never informed to go to that website for information. Please inform the business that the phone will not be trashed but will be returned as requested.Initial Complaint
Date:09/06/2024
Type: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.
A phone was purchased from them on 8/14/2024 and was shipped out on 8/15/2024. It was delivered on 8/19/24.We paid $59.91 for a Schok volt SV55. It does not work and it has never even turned on. We have been trying to get ahold of them since we received it and haven't been able to get in touch. We've left messages and emails,we even contacted assurance wireless. We were sent a faulty phone . We just want our refund . We have no where else to go with this.Business Response
Date: 09/06/2024
The customer was refunded for this transactionCustomer Answer
Date: 09/08/2024
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:08/28/2024
Type: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 phone I bought online I have called this company for a week was on hold everyday for half hour then it says leave message I did each time six messages explaining what I needed also sent five online messages to them that the phone I received did not turn on even after charging for hours there is just a line across the screen when I tried to turn on. SafeLink wireless informed me I need to return to get a refund so I could order again this is a government phone line and was in need of a phone fast but like I said never got a label sent to my email or anything no contact with quality one at all which is where my phone came from . Thank youBusiness Response
Date: 08/28/2024
The customer can use this prepaid label to return the device. *********************************************************************************************************************Initial Complaint
Date:08/14/2024
Type: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 to use with Assurance Wireless website....shopq1.assurancewireless.com on Aug 5th, 2024.Order #ASW_58916. Total price $59.91.I received my new phone through regular mail-**** Aug 8th, 2024. I powered it on to no avail. The phone would not boot up and did not work. I called Assurance Wireless and they did their troubleshooting to tell me to call Quality One Wireless which is where the phone came from, to get an RMA from them to send my phone back to get my money back-because the phone is broken. I have called, emailed, left messages, their chat does not work-to no avail. I am still waiting on them. This company tells us that if the phone do not work and we need to send them back, we have to do this within a couple of days. However, they have not gotten back with me and today is now Aug 14th, 2024. I can see through their website that many other people are having the same problem with them. Assurance Wireless is suppose to be the company that gives free phones, or use to. Now being charged, but this is not the point. The point is that my phone never worked from when I took it out of the box, they charged me for a broken phone and I should be returning it for a full refund. I either want my money back or a working phone.Business Response
Date: 08/14/2024
The order was refunded on 8/14/2024.Initial Complaint
Date:08/12/2024
Type: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.
In March 2022, I purchased a cell phone through *********** which is fulfilled by Q1. I received an order confirmation which did not include the **** number of the cell phone. I contacted Q1 via phone and email starting in May 2024 requesting an updated receipt/invoice reflecting the phone's ****. I spoke a representative on the phone on two occasions and they told me it would be no problem and I should get the receipt emailed within 2 days. Since that time, I have tried calling numerous times with no response and sent several emails with no response. I am simply trying to get a receipt from Q1 for a purchase that was already made and I just need it to show my **** number.Business Response
Date: 08/13/2024
Invoice attached.Initial Complaint
Date:07/09/2024
Type: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 placed an order for a replacement **** card after having my phone stolen to use in a spare device. I was told my the service provider that it would cost me $4.00 to $5.00, turned Access Wireless Support was wrong on the price. I paid the full $10.00 and paid for upgraded shipping on June 27th. I have no tracking number after an email saying the order was shipped and not delivery of this **** card.Business Response
Date: 07/09/2024
The customer has been refunded for this transaction.Customer Answer
Date: 07/09/2024
Complaint: 21944447
I am rejecting this response because: I will have to cancel the phone service not having a replacement **** card. Q1 Wireless LLC needs to improve their customer service department. Not a single person responded to my many emails and phone calls about my order status. I am partly satisfied with the result of a refund. Not sure why this company does not respond to customer's request. I hope Q1 ********************** LLC, uses this complaint as a learning experience to improve their customer relationships in the future.
Sincerely,
***************************Initial Complaint
Date:07/09/2024
Type: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 placed an order on July 3, 2024 through Page Plus Cellular website. I received an email confirmation for the order from Page Plus Cellular @ 9:42pm. My order number is PP_61733 which later showed a date for July 4, 2024. I received a ***** tracking number ************ when you click on the link to check the status it goes to Q1w-interchange.net. I just noticed this today. I received the phone July 8, 2024 and called ro activate it with Page Plus and was told by the corporate office the **** number is not compatible. We tried several times ans was unsuccessful with the activation. I looked and the address it was mailed from and saw the name of the company it came from. The representative told me that they are not connected to that particular company. I called the number and left several messages. I used each prompt they had available and could not get an answer. I sent emails from there website and nothing. I spent almost $500 for a phone I cannot use and I need my personal and business reasons. Please assist me with a refund as soon as possible. I do have the label and packaging that was sent and will use it to send it back today. I do not want any money deducted from what I spent because they are a scam and a fraud. They need to be put out of business.Business Response
Date: 07/09/2024
Return label created here *********************************************************************************************************************Customer Answer
Date: 07/09/2024
They are wanting me to accept the dedication of return fees, I should have to pay anything because of their deceit. They also put my reason for return is due to my purchase as a mistake. That's not true, I made the purchase intentionally for my personal business to use under page plus as a carrier. Once again no money should be deducted from my refund. Also, the phone is locked and of it was unlocked to be compatible with Page Plus there would be no issue. I'd you look up this business they are doing this a lot to people who put their time and money into what they feel they are expecting. This is not fair and they should be shut down!Customer Answer
Date: 07/10/2024
I am requesting that all of my money be refunded the phone was o ** removed from the box one time and packaged back after verifying the phone was of no use. It is in the same condition it came to me. All parts are in the box. I wrapped the box with extra protection to mail it back. I am requesting that no money be deducted for any damages as Q1 stated. As well as no shipping fee, it's not my fault nor issue that they are selling phones that you can not connect with the appropriate carrier you assume you are purchasing from. This is not right to the consumers to have false hope and losing time, money and etc because of the type of business they are doing.Customer Answer
Date: 07/10/2024
The phone is in the same condition it came in, it was defective in my opinion. When you use the power off button the side ***** comes up, I have the same phone and compared the two. I updated the settings and it would not stop. It seems to be a cloned phone and this is horrible. I wanted two of these phones. However, Q1 ruined it for me, I do not want any money deducted at all. I read the terms and its unacceptable. I should not pay for shipping of a defective phone. I hope they do not be nasty and try to deduct money from my refund. I took over 20 photo's as evidence. Please refund my FULL amount.Customer Answer
Date: 07/11/2024
Complaint: 21961247
I am rejecting this response because:Sent Via: Email (ODR) From: *************************
From Email: ************************* To: Subject: More Information Date Sent: 7/10/2024 12:13:26 PM Date Read: 7/11/2024 12:09:25 PM Submitted w/ Complaint: Files listed above be visible when complaint is viewed online.Attachments: 20240710_081805.jpg (Add to Library) (Manage File) 20240710_081810.jpg (Add to Library) (Manage File) 20240710_081639.jpg (Add to Library) (Manage File) 20240710_081833.jpg (Add to Library) (Manage File) The phone is in the same condition it came in, it was defective in my opinion. When you use the power off button the side ***** comes up, I have the same phone and compared the two. I updated the settings and it would not stop. It seems to be a cloned phone and this is horrible. I wanted two of these phones. However, Q1 ruined it for me, I do not want any money deducted at all. I read the terms and its unacceptable. I should not pay for shipping of a defective phone. I hope they do not be nasty and try to deduct money from my refund. I took over 20 photo's as evidence. Please refund my FULL amount.
Attachments: 20240710_081805.jpg 20240710_081810.jpg 20240710_081639.jpg 20240710_081833.jpg
Sincerely,
*************************Business Response
Date: 07/11/2024
As previously provided here is the return label for the return of the product for a full refund. *********************************************************************************************************************Customer Answer
Date: 07/11/2024
Please review the attached photos of the package being returned with information requested. Please refund full amount that I paid. Thank you!Business Response
Date: 07/25/2024
The order was refunded on 7/17/2024.
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