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:06/17/2024
Type:Product IssuesStatus: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 advertised as a new phone on May 9th 2024, I got it activated with assurance wireless on May 14th it worked until the 17th and stopped working lost its activation I called assurance wireless they could not get it to reactivate at that point I called ******* because it was a ******* a03s phone they ran the **** number and told me that the phone was activated to begin with on December 28th 2023, so therefore the phone was not new as advertised, they did however help me get it reactivated it worked for 2 weeks and then quit and wouldn't recharge anymore I have contacted them over and over stating that I want a full refund they will not return my calls answer the phone when I call them I have left message after message that they have not responded to, I have an email from ******* proving that the phone was activated on 12/28/2023, I just want my money back and plan to never ever do business with them again, order number ASW_51445Business Response
Date: 06/17/2024
Return information can be found at *******************************************************Initial Complaint
Date:06/15/2024
Type:Product IssuesStatus: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.
You refunded me money for a phone that was under warranty for $89.32 to my PayPal account. Then somehow that was sent back again to you so it was like I never received it. I cant understand how that happened so if you could resend that back to me that would be great. You should see it on your records where it was sent to me and then sent back again to you. Thank you so much *****************************.Business Response
Date: 06/17/2024
This order was refunded.Initial Complaint
Date:06/06/2024
Type:Service or Repair IssuesStatus: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 been an Assurance Wireless customer for years and never had a problem until I ordered a phone from Quality One through the Assurance website. Long story short , I decided to upgrade my current phone. I ordered a phone for $145.99 and it came with an Assurance Wireless SIM from Quality One. I've tried for 2 days with the Assurance customer service to fix the issue with my phone to no avail. I had no service without Wifi. Come to find out apparently the device they sent me isn't compatible with the Assurance network. Assurance said it has to do with the **** on the phone I purchased from Quality One. I was then told to contact Quality One and as others on here stated , was on hold for 30 minutes and then sent to Voicemail. I've also sent emails through their contact us and have gotten no response. I need data to do my job and because of this error on Quality Ones part, I lost a days pay. I am requesting either a phone , with comparable specifications, that will work with the Assurance Network or a full refund.Business Response
Date: 06/07/2024
The customer can return the device for refund using this prepaid label. *********************************************************************************************************************Initial Complaint
Date:04/29/2024
Type:Product IssuesStatus: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 had purchased a brand new cell phone through Assurance Wireless and their 3rd party Quality One. I have been getting the run around and horrible customer service with Assurance ********************** outsourcing their calls to *****. All I want is to return this lemon of a brand new phone and get a full refund of my $70.57 back onto my credit card. This is the second time I had to file a complaint. With NO Response Back! And NO Refund Back from Quality One with Assurance Wireless. I tried calling their ************ number with very long wait time holds which goes to a voicemail. When I leave a message no one responds back to my voicemail. I tried chat bot same thing. Quality One I need my full refund! March 28,2024 Assurance Wireless Representatives tried to live activate the phone several times but it didnt work it kept bouncing back saying welcome to T-mobile,activate your SIM card . We tried several different ************* support services couldnt activate the device. So now ********************** One. I need a full refund & to return the defective device. I feel both these two companies are fraudulent taking peoples money and selling defective devices.Business Response
Date: 04/29/2024
The customer returned the item using the return label that was provided to them. They will be refunded when the item is received and the *** is processed.
*******************************************************************************
Customer Answer
Date: 04/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that package has been tracked and delivered on April 29th at 1:29pm back to Quality One. The Refund process should be prompt of the $70.57
Sincerely,
***********************Initial Complaint
Date:04/03/2024
Type:Service or Repair IssuesStatus: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 on 3/29/2024 I paid a total of $80.33. This phone was to be delivered within 1 to 5 days. On 04/01/2024 at 641 am a label was printed. when it did not ship out the next day I cancelled the order. I got a confirmation of that on the same day. The next day my device was shipped. i tried calling but I was hung up on three times. i sent emails none were replied to. They are trying to make me pay the shipping fee. The response I got when I cancelled the order it says my refund will be minus the shipping cost. Again I have documentation that shows the order was cancelled before they shipped it. The **** tracking says they received the item on 04/03/2024 Q1 wireless says it was shipped on the 2nd . I plan on filling small claims court case against this company. That will be for the shipping fees. Why should I pay shipping fees when the order was cancelled before it was shipped.Business Response
Date: 04/04/2024
The customer was provided a return label to use to return the device with. *********************************************************************************************************************Customer Answer
Date: 04/05/2024
Complaint: 21526103
I am rejecting this response because:the attachments show i cancelled the order ad it was shipped the next day
Sincerely,
***************************Business Response
Date: 04/23/2024
The customer needs to return the device in order to be refunded. *********************************************************************************************************************Customer Answer
Date: 04/30/2024
Complaint: 21526103
I am rejecting this response because:
they expect me to pay all the postage and a restocking fee this will be almost as much as the phone cost
Sincerely,
***************************Initial Complaint
Date:03/27/2024
Type:Service or Repair IssuesStatus: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 been a customer for a while now with Assurance ********************** (under the Lifeline program) and am very happy with service. My old phone that i had for a few years was getting slow, and would vibrate on its own, or just get very hot, so i wanted to buy a replacement, but for a while there wasnt a way to do that online. (i am assuming because of COVID they were backordered. I did receive messages last year about how new phones would be offered so i called and they said they were backordered but i never got it, that was over a year ago. when i got my taxes back i checked online(at Assurance Wireless and it directed me to Affirm/QualityOne wireless) and saw i could get one ($70 was the cheapest one) so i purchased it a few weeks ago (feb, 2024) and now this "NEW" phone is fading on its own, (the brightness level) and every single phone call i only hear half of what the other person is saying and they only hear bits and pieces of what im saying. so i obviously cant call them, it would be hard to talk if i can only hear bits and pieces and same with the representative. so what do i do? I had to ****************** Wireless and wait for responses. This has been a week now. Now thjeyre saying since i didnt buy from them (assurance) even though i went thru that website to get phone, so now i find out i have to pay for shipping after i reset the phone and a $25 restocking fee (and in meantime i have no phone and purchase another one!! i cant afford that!Business Response
Date: 03/28/2024
That information is incorrect. You would receive a full refund if the item is defective. The return label can be found here *********************************************************************************************************************Customer Answer
Date: 03/28/2024
Complaint: 21497195
I am rejecting this response because: they say its a full refund but its not its a 20% restocking fee and $10 shipping. and original package i dont have the actual brown box it was mailed in, i got everything else
Sincerely,
***********************Business Response
Date: 04/01/2024
The customer should use this prepaid label to return the device for a full refund. *********************************************************************************************************************Customer Answer
Date: 04/03/2024
Complaint: 21497195
I am rejecting this response because:ConsumerMost Recent MessageDate Sent: 4/1/2024 4:36:06 PM
they tell YOU its a full refund, they tell me in writing (i attached) that i pay 20% restocking fee and $10 shipping fee and if they tink its not defective which it is they take more off
Sincerely,
***********************Initial Complaint
Date:03/22/2024
Type:Service or Repair IssuesStatus: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 a phone with this company in December 10 by January the phone was acting up. Been trying to get in contact several times since January to no avail. Using phone and online methods and no one has gotten back to me.Business Response
Date: 03/24/2024
The warranty on the device is through ******** directly. A request would need to be submitted at ***********************************************************Initial Complaint
Date:03/21/2024
Type:Product IssuesStatus: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.
Date of the transaction was March 1, 2024 ************* since March 7, 2024 when I received the ***** X100-cell phone in the mail, I have called the business and also tried to email them about activating my new cell phone and they never responded.Business Response
Date: 03/21/2024
The attached return label can be used to return the product for refund.Initial Complaint
Date:03/21/2024
Type:Product IssuesStatus: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 ******* S10PLUS from Quality One Wireless on November 28,2023. The package was lost at the post office on December 1, 2023. I tried reaching out to this company and soon as this happen but no one would answer the phone for this company. So I went online to the chat after many unanswered calls. On 12/5/2023 the person online told me to email the letter the post office sent to me to the company and the would reply in 48 hours. Weeks go by no reply. When finally got back in touch they said I need to file the claim through pay pal since that's the way I paid. I did that gave them every thing the post office sent to me. The case was denied because Quality One said the tracking on the package say I received the package package. I also filed a claim with the post office only to find out the only had $107 of insurance on the package. Quality One has treated me as if I am not telling the truth about not receiving the package. I provided them every thing that the post office sent stating the package was not delivered to me. To this day I have not gotten a phone or any of my money back.Business Response
Date: 03/21/2024
This order was refunded on 3/21/2024.Customer Answer
Date: 03/22/2024
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:03/18/2024
Type:Delivery IssuesStatus: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 phone through Assurance Wireless "Shop" Website for $284.06 and Quality One was the shipper. I ordered on March 5th 2024 and paid in full on my debit card. The phone was never delivered and I tracked the package. It was sent back to the shipper...Quality one, but I did not request it to be resent back. I cannot reach anyone from Quality One. **************** doesn't answer. The website doesn't respond. I demand action brought against this fradulent company.Business Response
Date: 03/18/2024
The order will be refunded when the package is returned to sender by ******Customer Answer
Date: 03/18/2024
Complaint: 21450010
I am rejecting this response because:
Sincerely,
*********************, I demand a full refund on the purchase I paid for that Quality One failed to deliver. Quallity One LLC is robbing customers through Assuarance Wireless on purchases and do not deliver. Then Quality Onne LLC says I must pay a fee for return item. NO Sir! I did not return my phone purchased..Quality One delivery returned my phone through ****** Do not underestimate me. My Lawyer is active on this fraud case I have filed against Quality One.Business Response
Date: 03/19/2024
We will refund the product when it is returned by ***** to ** and the *** is completed by our team. This can take up to 7 days to complete after delivery of the package.Customer Answer
Date: 03/21/2024
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,
*********************
Quality One Wireless LLC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.